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Visa 12.5 - Incorrect Amount

Transaction was processed for a different amount than authorized or agreed to by the cardholder.

Overview​

Amount discrepancies occur when the final charge differs from what was displayed, agreed, or authorized. This includes unauthorized tips, incorrect totals, and conversion errors.

When This Code Applies​

  • Amount charged differs from receipt/agreement
  • Auth amount differs from settled amount
  • Unauthorized tip added
  • Tax or shipping overcharge
  • Conversion resulted in different amount

Conditions for Valid Dispute​

Issuer Must Verify​

  1. Amount charged differs from agreed amount
  2. Cardholder has proof of correct amount
  3. Variance is not explained by legitimate adjustments

Common Scenarios​

ScenarioIssue
$50 auth, $75 chargeExceeded authorization
Receipt shows $100, charged $125Amount mismatch
Tip added without consentUnauthorized addition
Gratuity included twiceDouble charge

Time Frames​

ScenarioDispute Window
Standard120 days from transaction date

Authorization Tolerance​

Visa Amount Tolerance Rules​

Transaction TypeTolerance
Standard retail0% (exact match)
Restaurants/hospitality20% over (for tips)
Hotels15% over
Car rental15% over
FuelSpecific rules

Exceeding Tolerance​

Going over tolerance = merchant liability for overage.

Representment Options​

1. Amount Was Correct​

Evidence required:

  • Invoice/receipt showing correct amount
  • Order confirmation
  • Itemized breakdown
  • Customer agreement

2. Within Authorized Tolerance​

Evidence required:

  • Original authorization
  • Final amount
  • Proof within allowed tolerance
  • Industry code (MCC)

3. Cardholder Authorized Difference​

Evidence required:

  • Signed receipt with total
  • Tip line filled by cardholder
  • Change order documentation
  • Written confirmation

Why This Happens​

Common Causes​

  1. Tip addition - Restaurant/hospitality
  2. Partial shipment adjustment - Different than original order
  3. Tax calculation - Changed at checkout
  4. Conversion variance - FX rate differences
  5. Manual entry error - Wrong amount keyed

Prevention Strategies​

Checkout Design​

  1. Final amount confirmation - Show total before charge
  2. Itemized display - Break down all charges
  3. No hidden fees - Disclose everything upfront
  4. Email confirmation - Send amount in receipt

Authorization Practices​

  1. Authorize final amount - Not estimate
  2. Stay within tolerance - Know your industry rules
  3. Re-authorize if needed - If amount increases
  4. Document changes - Keep record of adjustments

Hospitality/Restaurant​

  1. Clear tip line - Printed on receipt
  2. Verify tip amount - Before adding
  3. Auto-gratuity disclosure - Must be disclosed
  4. Keep signed copies - Retain physical receipts

Win Rate Expectations​

Defense TypeExpected Win Rate
Signed receipt with amount80-90%
Within tolerance (with proof)70-85%
Authorized amount documented65-80%
No documentationUnder 20%

Common Mistakes​

  1. Exceeding tip tolerance - 20% is max for restaurants
  2. No final confirmation - Customer didn't see total
  3. Lost signed receipts - Can't prove cardholder agreed
  4. Hidden shipping/tax - Charges not shown upfront
  • 12.3 - Incorrect Currency
  • 12.4 - Incorrect Account Number
  • 12.6 - Duplicate Processing
  • 13.1 - Not Received

See Also​