Visa Transaction Dispute Stages and Statuses
To ensure visibility throughout the dispute resolution process, map the stages of a dispute to the specific statuses found in Transaction Dispute Management and Visa Resolve Online (VROL).
Required Editions
| Available in: Lightning Experience |
| Available in: Professional, Enterprise, and Unlimited Editions |
Note In the VROL system, actions taken by a merchant are recorded as acquirer actions, and
actions taken by the cardholder's bank are recorded as issuer actions.
Stages and Statuses in the Allocation Flow
This table shows the dispute stages and the specific statuses used to track a dispute in the allocation flow.
Note The status Closed appears in multiple dispute stages, such as allocation, arbitration,
and appeal. You only add this value to your dispute item status picklist one time.
Salesforce applies this single status whenever a dispute reaches a final resolution point,
regardless of the stage or the specific reason for closure described in the table.
| Dispute Stage | Status | Description |
|---|---|---|
| Dispute Submission | Submitted | A service representative captures the dispute request in Salesforce and triggers the case creation process in Visa Resolve Online (VROL). |
| Visa Case Created | VROL receives the data and opens a corresponding case. | |
| Visa Dispute Created | VROL generates the specific dispute record within the created case. | |
| Visa Dispute Submitted by Issuer | The issuer formally submits the dispute record to VROL for an automated decision. | |
| Allocation | Visa Dispute Request Accepted by Acquirer | The acquirer receives notification from VROL regarding the dispute and the allocation liability outcome. |
| Visa Dispute Resolved by RDR | Visa's Rapid Dispute Resolution service resolves the dispute automatically before it proceeds further. | |
| Closed | VROL closes the case and assigns liability based on the automated decision. | |
| Pre-Arbitration | Visa Pre-Arbitration Submitted by Acquirer | The acquirer contests the decision by filing a pre-arbitration case with new evidence. |
| Visa Pre-Arbitration Recalled by Acquirer | The acquirer withdraws the pre-arbitration challenge before the issuer responds. | |
| Acquirer's Pre-Arbitration Rejected by Visa | Visa rejects the pre-arbitration filing on procedural grounds. | |
| Visa Pre-Arbitration Accepted by Issuer | The issuer reviews the acquirer's evidence and agrees, which reverses the allocation. | |
| Arbitration | Visa Arbitration Submitted by Acquirer | If pre-arbitration fails, the acquirer formally files for arbitration. |
| Visa Arbitration Withdrawn by Acquirer | The acquirer withdraws the arbitration case. | |
| Acquirer's Arbitration Rejected by Visa | Visa rejects the arbitration filing on procedural grounds. | |
| Visa DRM Ruling Completed | Visa's Dispute Resolution Management (DRM) committee reviews evidence and makes a binding decision. | |
| Closed | Visa closes the case based on the arbitration outcome. | |
| Appeal | Visa Appeal Submitted by Acquirer | The acquirer files an appeal of the arbitration ruling. |
| Visa Appeal Withdrawn by Acquirer | The acquirer withdraws the appeal. | |
| Acquirer's Appeal Rejected by Visa | Visa rejects the appeal filing due to a procedural error. | |
| Visa DRM Ruling on Appeal Completed | The DRM committee makes a final, binding decision on the appeal. | |
| Closed | Visa closes the case permanently. |
Stages and Statuses in the Collaboration Flow
This table shows the dispute stages and the specific statuses used to track a dispute in the allocation flow.
Note The status Closed appears in multiple dispute stages, such as arbitration and appeal.
You only add this value to your dispute item status picklist one time. Salesforce applies
this single status whenever a dispute reaches a final resolution point, regardless of the
stage or the specific reason for closure described in the table.
| Stage | Status | Description |
|---|---|---|
| Dispute Submission | Submitted | A service representative captures the dispute request in Salesforce and triggers the case creation process in Visa Resolve Online (VROL). |
| Visa Case Created | VROL receives the data and opens a corresponding case. | |
| Visa Dispute Created | VROL generates the specific dispute record within the created case. | |
| Visa Dispute Submitted by Issuer | The issuer formally submits the dispute record to the collaboration space in VROL. | |
| Visa Dispute Recalled by Issuer | The issuer withdraws the dispute before the collaboration period ends. | |
| Dispute Response | Visa Dispute Response Submitted by Acquirer | The acquirer submits the merchant's response, either accepting the dispute or providing evidence to contest it. |
| Visa Dispute Response Recalled by Acquirer | The acquirer withdraws their response. | |
| Visa Dispute Response Accepted by Issuer | The issuer accepts the merchant's evidence and drops the dispute. | |
| Visa Dispute Rejected | The issuer rejects the merchant's evidence. This action triggers a formal chargeback. | |
| Isuer Pre-Arbitration | Visa Pre-Arbitration Submitted by Issuer | The issuer initiates a pre-arbitration case to challenge the chargeback. |
| Visa Pre-Arbitration Recalled by Issuer | The issuer withdraws their pre-arbitration filing before the acquirer responds. | |
| Issuer’s Pre-Arbitration Rejected by Visa | Visa rejects the pre-arbitration filing because of a procedural error. | |
| Visa Pre-Arbitration Accepted by Acquirer | The acquirer reviews the issuer’s evidence and accepts the chargeback. The case is closed. | |
| Acquirer Pre-Arbitration | Visa Pre-Arbitration Submitted by Acquirer | The acquirer initiates a pre-arbitration case to challenge the chargeback. |
| Visa Pre-Arbitration Recalled by Acquirer | The acquirer withdraws their pre-arbitration filing before the acquirer responds. | |
| Acquirer’s Pre-Arbitration Rejected by Visa | The pre-arbitration filing is rejected by Visa because of a procedural error. | |
| Visa Pre-Arbitration Accepted by Issuer | The issuer reviews the issuer’s' evidence and accepts the chargeback, which resolves the case. | |
| Issuer Pre-Arbitration Response | Visa Pre-Arbitration Response Submitted by Issuer | The issuer submits their counter-evidence if they don’t accept the chargeback. |
| Visa Pre-Arbitration Response Recalled by Issuer | The issuer withdraws their pre-arbitration response. | |
| Issuer's Pre-Arbitration Response Rejected by Visa | The pre-arbitration response is rejected by Visa because of a procedural error. | |
| Visa Pre-Arbitration Response Accepted by Acquirer | The acquirer accepts the pre-arbitration response. The case is closed. | |
| Acquirer Pre-Arbitration Response | Visa Pre-Arbitration Response Submitted by Acquirer | The acquirer submits their counter-evidence if they don’t accept the chargeback. |
| Visa Pre-Arbitration Response Recalled by Acquirer | The acquirer withdraws their pre-arbitration response. | |
| Acquirer's Pre-Arbitration Response Rejected by Visa | Visa rejects the pre-arbitration response because of a procedural error. | |
| Visa Pre-Arbitration Response Accepted by Issuer | The issuer accepts the pre-arbitration response. The case is closed. | |
| Issuer Arbitration | Visa Arbitration Submitted by Issuer | If pre-arbitration fails, the issuer formally files for arbitration. |
| Visa Arbitration Withdrawn by Issuer | The issuer withdraws the arbitration case before a decision is made. | |
| Issuer’s Arbitration Rejected by Visa | Visa rejects the arbitration filing because of a procedural error. | |
| Visa DRM Ruling Completed | Visa's Dispute Resolution Management (DRM) committee reviews evidence and makes a binding decision. | |
| Closed | Visa closes the case based on the arbitration outcome. | |
| Acquirer Arbitration | Visa Arbitration Submitted by Acquirer | If pre-arbitration fails, the acquirer formally files for arbitration. |
| Visa Arbitration Withdrawn by Acquirer | The acquirer withdraws the arbitration case before a decision is made. | |
| Acquirer's Arbitration Rejected by Visa | Visa rejects the arbitration filing because of a procedural error. | |
| Visa DRM Ruling Completed | Visa's Dispute Resolution Management (DRM) committee reviews evidence and makes a binding decision. | |
| Closed | The case is closed based on the arbitration outcome. | |
| Issuer Appeal | Visa Appeal Submitted by Issuer | The issuer files an appeal of the arbitration ruling. |
| Visa Appeal Withdrawn by Issuer | The issuer withdraws the appeal. | |
| Issuer's Appeal Rejected by Visa | Visa rejects the appeal filing because of a procedural error. | |
| Visa DRM Ruling on Appeal Completed | The DRM committee makes a final, binding decision on the appeal. | |
| Closed | Visa permanently closes the case. | |
| Acquirer Appeal | Visa Appeal Submitted by Acquirer | The acquirer files an appeal of the arbitration ruling. |
| Visa Appeal Withdrawn by Acquirer | The acquirer withdraws the appeal. | |
| Acquirer's Appeal Rejected by Visa | Visa rejects the appeal filing due to a procedural error. | |
| Visa DRM Ruling on Appeal Completed | The DRM committee makes a final, binding decision on the appeal. | |
| Closed | Visa permanently closes the case. |
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