Transaction Recognition: Dispute or Legitimate Purchase?

Provide purchase details to cardholders to confirm purchases are legitimate and/or if fraud has occurred.

Visa Merchant Purchase Inquiry (VMPI) allows merchants the opportunity to defend an inquiry on a transaction before it becomes a dispute.  Visa Cardholder Purchase Inquiry (VCPI) provides a cardholder self-service option for issuers looking to integrate VMPI data into their online banking portal/mobile app.

Available for use by

Issuer Banks
Acquirer Banks
Merchants

Regional Availability

Visa Merchant Purchase Inquiry - Global

Visa Cardholder Purchase Inquiry - US Only

Women holding mobile ph and smiling

Reduce unwanted and invalid disputes through pre-dispute resolution processes

VMPI for Merchants helps reduce unnecessary and invalid disputes, which impacts fraud rates and increases losses.

VCPI for Issuers helps reduce unnecessary and invalid disputes, decreases call center volumes, and provides self-service for Cardholders to review purchase details.

Transaction Recognition Scenario

Everly, a recent college graduate, is consolidating her purchases onto a credit card to build her credit and keep everything in a single location.  Upon checking her first month’s cardholder statement using her issuer’s mobile app, she notices a transaction from a merchant “DB Enterprises” for $145.00.  In a panic, her first inclination is to pick up the phone to contact her issuing bank to dispute the transaction as she doesn’t recall ever making a purchase from “DB Enterprises”.  As she is reviewing the transaction, she notices that there is a button on the issuer provided mobile app to “Retrieve Purchase Details” and since she does not recognize this purchase at all, she presses the button.

Within a couple seconds, the issuer mobile app returns a wealth of information about this $145.00 purchase.  Turns out “DB Enterprises” is actually “Debby Bailey’s Hair Salon” on 123 Main St in the same town she lives in, and the breakdown of the $145 was for a haircut and a 42-ounce bottle of Shampoo and Conditioner from her favorite hair product.  “Oh yes!” she exclaims, as she just got her haircut done a week ago, and just was not aware that her hairstylist, Debby, registered her business using the name “DB Enterprises”.  Happy and relieved, she no longer has to contact her issuing bank to cancel her account due to fraud.

Review Card Statement

Review Card Statement

Everly is reviewing her card statement on her bank’s mobile banking app

Unrecognized Transaction

Unrecognized Transaction

She identifies a transaction she does not recognize.

Retrieve Additional Information

Request Additional Information

She clicks the button to “retrieve additional information”.

Visa fulfills request

Retrieve Additional Information

A request is made to Visa, who fulfills the request with data from the merchant (if participating), merchant identifying information (from Visa’s Merchant Search product) and transaction data from VisaNet.

Review Purchase Details

Review Purchase Details

Upon reviewing the purchase details, Everly identifies the transaction and was a participant in the transaction.

Transaction Resolved

Transaction Resolved

Everly does not pursue a dispute and is content with the resolution.

Key Benefits for Merchants

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Reduce Chargebacks

By providing data elements such as the specific good(s) purchased, merchants can give issuers the data necessary to help their cardholders recognize transactions before their claims become chargebacks.

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Respond to All Issues

Today, merchants may manage large incoming chargeback volumes by having rules around which chargebacks they will address. Typically using data elements like the transaction dollar amount and customer standing, these rules limit the responses made by merchants. With the Visa Merchant Purchase Inquiry, merchants can respond to all transactions that are questioned, using data that already exists within their internal systems.

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Increase Process Efficiency

Creating and managing chargebacks for low dollar digital goods purchases often times is a lose-lose situation. The Visa Merchant Purchase Inquiry provides a mechanism for merchants and issuers to quickly resolve low-dollar, high volume disputes and create a positive impact on the cardholder experience by providing quicker resolution.

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Proactive Notification of Relevant Events

With the new alert features, merchants can get visibility into issues much quicker than waiting for the dispute. With stop payment, fraud notifications, exception file listings and submitted disputes, merchants will be the first to know of upcoming events that may impact their accounts. With this information, merchants can become a lot more proactive, stop a pricey shipment, suspend an account or prevent further losses from taking place.

Key Benefits for Issuers

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Reduce Chargebacks

By providing data elements such as the specific good(s) purchased, merchant data can be used by your customers, the cardholders, to solve many of the basic dispute issues your customer service representatives have to field today.

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Increase Process Efficiency

Creating and managing disputes for low-dollar digital goods purchases often times is a lose-lose situation. The Visa Cardholder Purchase Inquiry provides a mechanism for merchants and issuers to quickly resolve low-dollar, high volume disputes and create a positive impact on the cardholder experience by providing quicker resolution through a self-service model directly incorporated into the customer’s existing client experience (online or mobile banking issuer portal).

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Reduce Costs

By empowering cardholders to answer their own questions pertaining to transaction recognition, fraud, friendly fraud and other use cases, issuers can optimize their customer support teams by limiting these low-value-add calls and provide cardholders with the data they need to solve many of their questions.

APIs Used

Visa Merchant Purchase Inquiry

Visa Merchant Purchase Inquiry enables Visa Merchants the ability to respond to cardholder inquiries around unrecognized transactions (and other dispute categories) PRIOR to a chargeback/dispute by providing relevant supplemental merchant information, in close to real-time.

Visa Cardholder Purchase Inquiry

Visa Cardholder Purchase Inquiry (VCPI) provides issuers with a self-service model for their cardholders to review transaction specifics sent by participating merchants.

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