Why it happens
- The customer cancelled but the subscription kept billing.
- The cancellation path was hard to find, so the customer asked their bank instead.
- The customer forgot the renewal date and did not get a reminder.
Visa13.2Customer dispute
Cancelled Recurring Transaction
The cardholder says they cancelled a subscription or withdrew permission to be billed, and was charged again. It also applies when the account was closed before the charge.
What to send to fight it
- Proof the customer used the service after cancelling and before the dispute, which Visa now asks for.
- Records showing no cancellation was received before the charge.
- The subscription terms the customer accepted, including how to cancel.
- Proof a refund for the disputed charge was already processed.
How to prevent it
- Offer a one-click cancel button that always works, and confirm each cancellation by email.
- Send a reminder before renewals and before a trial turns into a paid plan.
- Process cancellation requests the same day, wherever they come from.
Summaries written by NoChurn from the networks’ public rules and processor documentation. Networks update their rules and deadlines depend on your processor: check its documentation before you respond.
Other Visa codes
- 10.1EMV Liability Shift Counterfeit Fraud
- 10.2EMV Liability Shift Non-Counterfeit Fraud
- 10.3Other Fraud – Card-Present Environment
- 10.4Other Fraud – Card-Absent Environment
- 10.5Visa Monitoring Programs
- 11.2Declined Authorization
- 11.3No Authorization/Late Presentment
- 12.2Incorrect Transaction Code
- 12.3Incorrect Currency
- 12.4Incorrect Account Number
- 12.5Incorrect Amount
- 12.6.1Duplicate Processing
- 12.6.2Paid by Other Means
- 12.7Invalid Data
- 13.1Merchandise/Services Not Received
- 13.3Not as Described or Defective Merchandise/Services
- 13.4Counterfeit Merchandise
- 13.5Misrepresentation
- 13.6Credit Not Processed
- 13.7Cancelled Merchandise/Services
- 13.8Original Credit Transaction Not Accepted
- 13.9Non-Receipt of Cash or Load Transaction Value
Sources (3)
- Visa Core Rules and Visa Product and Service Rules (24 October 2026) · checked 2026-11-09
- Visa Dispute Management Guide for Merchants · checked 2026-11-09
- Visa, Evolution of Compelling Evidence: FAQs (October 2022) · checked 2026-11-09
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