What the issuer is asking
This is a processing-error code, not a fraud or quality claim. The issuer wants the agreed figure in writing.
One document usually settles it: the invoice or receipt the cardholder accepted, showing the same total that was captured.
Where the difference is currency conversion, shipping, tax or a tip, show the line that explains it.
filing window
The cardholder normally has 120 days from the transaction date.
Your processor states its own deadline on the notice, usually shorter than the 30 days above. That printed date is the one that binds you. Work to it.
The exhibits Visa 12.5 turns on
5 exhibits · 2 decisive
Decisive exhibits can answer this code on their own. Supporting exhibits are worth attaching and never worth relying on.
- 01decisive
The signed or accepted invoice
The document showing the total the cardholder agreed to, matching the captured amount to the cent.
- 02decisive
The itemised receipt
Subtotal, shipping, tax and any tip as separate lines. Most 12.5 cases are an unexplained line item.
- 03strong
Authorisation and settlement records
Shows the amount authorised and the amount captured are the same figure.
- 04strong
Currency and conversion disclosure
Where the cardholder was billed in another currency, the rate and the disclosure they saw.
- 05supporting
Credit already issued
If you refunded the difference, the date and reference close the case.
Arguments that carry weight
- yesAn invoice the cardholder accepted, with the same total that was captured.
- yesAn itemised receipt where the disputed difference is a disclosed shipping or tax line.
- yesAuthorised and captured amounts that match exactly.
- yesA refund of the difference, already processed and referenced.
Arguments that lose this code
- noA total with no breakdown, against a cardholder who says they agreed to less.
- noA conversion applied without a disclosed rate.
- noA tip or service charge added after the cardholder approved the amount.
- noAn amount captured above what was authorised.
the common misreading
Do not argue value on this code
Whether the price was fair is irrelevant here. The only question is whether the captured figure is the agreed figure. Answer that and stop.
You know what to prove. The file is the part that takes a week.
Upload the notice and everything you already hold. You get a dated timeline, a rebuttal argued against Visa 12.5 and numbered exhibits, as one PDF.
Single case — €39 · Five-pack — €79
Free until you see your own file.
No account, no password, ever.
related codes
- Visa 13.3not as described or defective merchandise
- Mastercard 4853cardholder dispute
- Visa 10.4other fraud — card-absent environment
where you file it
stripe·shopify·paypal·mollie·klarna·adyen
We build the file, the issuer decides.