The bank says the sale was never approved

The customer often did not file Visa 11.3. The customer's bank noticed a gap between the bank approving the payment and the sale going through, and your defense is your approval log.

How it arrives

Your payment company (Stripe, Shopify Payments and the like) sends an 11.3 notice when the bank finds a sale with no matching approved payment, or one that does not match the amount collected. The notice names the dispute reason (the code on your notice) and gives the original approval details, or notes that there are none. Respond before the date on that notice. Your payment company sets it, and it comes before the card network's own limit.

Stores that keep a saved card on file usually get it on a renewal where the stored approval had expired. Online stores get it when part-shipments were not approved separately.

What the issuer is looking for

The bank wants to know whether a valid approval covers this sale. If one exists and you can produce the approval code and the matching details of the sale, the dispute is generally winnable. If the approval expired, was declined, or never existed, refund instead.

• Part-shipments or split shipments. Each shipment approved separately should have its own approval code. Collecting payment with no approval behind it is the most common 11.3 pattern in online selling.
• Saved cards and recurring charges. The customer's standing permission from when the relationship began, plus any fresh approval Visa rules require when the terms change.

Common scenarios and the evidence for each

• Saved-card charge where the approval expired before the sale went through. A stored card needs a fresh approval on the card brand's schedule, and an expired one usually loses.
• Charge forced through after an initial decline. Visa rules allow it in limited cases, and you must point to the rule that permits it.
• Split shipment missing an approval. Records of the extra approvals for a higher amount on the shipments that had one. The unapproved shipment is usually lost.
• Recurring charge where the terms changed. Visa requires a fresh approval when the amount or schedule changes materially. The record of that approval is your defense.

When it is a different code

If the buyer says the charge was not theirs, the dispute belongs under Visa 10.4 (customer says they didn't make the purchase). If the buyer says the goods never arrived, it belongs under Visa 13.1 (customer says the order never arrived). Proof of delivery will not help on an 11.3.

How we help

We draft 11.3 responses only where a valid approval exists. Each response cites the approval code, the time, and the match to the sale, plus any Visa rule behind an extra approval or a recurring charge. Where none exists, we say so before drafting and recommend a refund. If you have received one, your first response is free. Try free.