Visa 12.5 - Incorrect Amount
- You took an amount the cardholder never agreed to. That's the whole code.
- Most of these are tips. Restaurants get 20% over the authorization, and no more.
- Cardholder filing window: 120 days. Your response window: 30 days.
- Standard retail has zero tolerance. Auth $50, settle $75, and you own the $25.
- A signed receipt showing the total wins this. Nothing else comes close.
The settled amount didn't match what the cardholder agreed to. The gap is yours unless you can prove consent.
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
- Amount charged differs from agreed amount
- Cardholder has proof of correct amount
- Variance isn't explained by legitimate adjustments
Common Scenarios
| Scenario | Issue |
|---|---|
| $50 auth, $75 charge | Exceeded authorization |
| Receipt shows $100, charged $125 | Amount mismatch |
| Tip added without consent | Unauthorized addition |
| Gratuity included twice | Double charge |
Time Frames
| Scenario | Window |
|---|---|
| Cardholder files | 120 days from transaction date |
| You respond | 30 days from the dispute |
Authorization Tolerance
| Transaction Type | Tolerance |
|---|---|
| Standard retail | 0% (exact match) |
| Restaurants/hospitality | 20% over (for tips) |
| Hotels | 15% over |
| Car rental | 15% over |
| Fuel | Specific rules |
Go over the tolerance and you eat the overage. No partial credit.
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
A server keys a tip the cardholder didn't write. That's most of them. The rest come from partial shipments settled at the original total, tax recalculated after checkout, and plain keying errors.
Prevention Strategies
Show the total before you take the money. Itemize it. Put shipping and tax on the price screen, not a step later.
Authorize the final amount, not an estimate. If it goes up, re-authorize. If you take tips, read what the cardholder wrote before you key it. Then keep the signed copy. It's the only thing that reliably wins this code.
Win Rate Expectations
| Defense Type | Expected Win Rate |
|---|---|
| Signed receipt with amount | 80-90% |
| Within tolerance (with proof) | 70-85% |
| Authorized amount documented | 65-80% |
| No documentation | Under 20% |
Common Mistakes
- Exceeding tip tolerance - 20% is the restaurant max
- No final confirmation - Customer never saw the total
- Lost signed receipts - Can't prove the cardholder agreed
Related Codes
- 12.3 - Incorrect Currency
- 12.4 - Incorrect Account Number
- 12.6 - Duplicate Processing
- 13.1 - Not Received