Visa Launch E-Promise

The initiative provides consumers with the ability to contact their credit card issuer directly to resolve disputes that they may have encountered after shopping online, by mail, or by phone. The Visa E-Promise builds on existing Visa initiatives such as Verified by Visa and Zero Cardholder Liability that Visa has put in place to help make the online environment more welcoming to consumers. The program represents yet another step in Visas efforts to promote e-commerce, while at the same time providing VISA cardholders with exceptional protection when shopping online, by mail, or by phone. Designed to help advance the growth of e-commerce, the Visa E-Promise provides consumers with a new avenue to settle disputes they may encounter while shopping online, by mail, or by phone. The first of its kind in Canada, the promise assures VISA cardholders that if they have tried, and have been unsuccessful in resolving a dispute with an online, phone order, or mail order merchant, they can contact their VISA card issuer directly to resolve the disputed credit card charge. This allows cardholders to request their issuer cancel, or reverse a charge where the merchant has not refunded the cardholder when: - the cardholder has lawfully cancelled their agreement with an online, phone or mail merchant; or - the purchased item has not been received, or is different than what was ordered. Once contacted by the VISA cardholder, and provided that the cardholder has legitimate grounds for the request, the Visa issuer will act on the cardholder request, investigate the dispute and provide a refund to the cardholder if the cardholders claims are validated.