Visa 10.4: Fraud, card-absent environment

The cardholder says they did not authorize the purchase. The letter has to answer one question: was the legitimate cardholder behind this transaction?

What the code alleges

The cardholder says they did not authorize the purchase. The letter has to answer one question: was the legitimate cardholder behind this transaction?

The evidence that answers this accusation

• AVS and CVV match results for the transaction
• 3-D Secure authentication record, if used at checkout
• Two prior undisputed transactions under Visa CE 3.0: same payment credential, 120 to 365 days old at the dispute date, with two matching elements such as IP, device ID, login ID, email, delivery address, or phone
• IP address, device ID, and login records tied to the cardholder
• Delivery confirmation to the AVS-verified address

Proof the order shipped does not answer a fraud claim on its own. Authorization proof does. From Oct 24, 2026, Visa expanded CE 3.0 so prior transactions may come from other merchants on the same acquirer.

Fill-in letter outline

Open with the case header, dispute amount, and reason code. State in one paragraph that the legitimate cardholder authorized the purchase and received the goods. Then list the authorization evidence in exhibit order, with AVS, CVV, and authentication first, and close by requesting reversal. Attach the evidence in the order you reference it.

Start your letter · $15 Back to the code library

Representment guidance only. Always follow your acquirer's current filing instructions and the deadline on your processor notice.