Skip to main content

Chargeback Time Frames

Missing a deadline means automatic loss. This reference covers all networks and regional variations.

Quick Reference​

Standard Time Frames (US/Global)​

StageVisaMastercardAmexDiscover
Cardholder to dispute120 days120 days120 days120 days
Issuer chargeback120 days90 days120 days120 days
Representment30 days45 days20 days30 days
Pre-arbitration30 days30 days45 days45 days
Arbitration45 days45 days45 days45 days

Mastercard Time Frames​

Chargeback Filing Windows​

RegionStandard CodesATM/Maestro
Global (default)90 calendar days90 calendar days
Europe (ATM/Maestro)120 calendar days120 calendar days
Mainland China domestic5-90 calendar daysN/A

Second Presentment (Representment) Windows​

Critical Regional Differences

Mastercard representment windows vary dramatically by region. Missing these can result in automatic loss.

RegionWindowNotes
Standard45 calendar daysFrom chargeback settlement
Costa Rica domestic10 calendar daysFrom Central Site Business Date
Kazakhstan domestic30 calendar daysFrom Central Site Business Date
Mainland China domestic30 calendar daysFrom settlement date
Nigeria domestic2 business days⚠️ Extremely short!
Tanzania domestic20 calendar daysFrom Central Site Business Date

Pre-Arbitration Windows​

RegionWindow
Standard30 calendar days
Costa Rica domestic10 calendar days
Tanzania domestic10 calendar days

Documentation Submission Windows​

After receiving chargeback/representment, how long to provide supporting documents:

Transaction TypeWindow
Standard8 calendar days
ATM/Maestro10 calendar days
Costa Rica domestic3 calendar days
Tanzania domestic4 calendar days

Arbitration Windows​

RegionWindow
Standard45 calendar days from pre-arbitration response
ATM/Maestro (Europe)75 calendar days from second presentment

Visa Time Frames​

By Dispute Category​

Reason Code CategoryChargeback Window
10.x (Fraud)120 days from transaction or delivery
11.x (Authorization)120 days from transaction
12.x (Processing Errors)120 days from transaction
13.x (Consumer Disputes)120 days from transaction or expected delivery

Special Situations​

SituationTime Frame
Merchandise not received120 days from expected delivery date
Services not rendered120 days from expected service date
Recurring billing120 days from transaction date
Delayed delivery120 days from actual delivery date

Visa Response Windows​

StageWindowNotes
Chargeback response30 calendar daysFrom chargeback date
Pre-arbitration response30 calendar daysFrom pre-arb filing
Arbitration filing45 calendar daysFrom pre-arb response

American Express Time Frames​

Inquiry vs. Chargeback​

Amex often sends inquiries before chargebacks:

StageWindowConsequence
Inquiry response15 calendar daysNon-response = auto chargeback
Chargeback response20 calendar daysNon-response = loss
Documentation10 calendar daysWhen requested

Dispute Windows​

TypeWindow
Fraud120 days from transaction
Service/Merchandise120 days from expected delivery
Processing errors120 days from transaction

Discover Time Frames​

Retrieval Requests​

Discover sends retrieval requests before some chargebacks:

StageWindow
Retrieval response14 calendar days
Chargeback response30 calendar days
Second chargeback30 calendar days

Calculating Day Zero​

Understanding when the clock starts is critical:

Mastercard​

  • Settlement Date: Present in DE 15 of clearing message
  • Central Site Business Date: Present in PDS 0158, subfield 5
  • Day zero = the date being counted FROM (exclusive)

Visa​

  • Transaction Date: Date the transaction occurred
  • Delivery Date: Date goods were delivered (if applicable)
  • Day zero = event date (exclusive)

Example Calculation​

Transaction Date: January 1
Chargeback Filed: March 15 (Day 73)
Representment Due: April 14 (30 days later)

Timeline:
Jan 1 ──────── Mar 15 ──────── Apr 14
Transaction    Chargeback       Response
               Filed            Due

Calendar Days vs. Business Days​

NetworkStandardExceptions
MastercardCalendar daysNigeria = business days
VisaCalendar daysNone
AmexCalendar daysNone
DiscoverCalendar daysNone

Business Day Definition (Nigeria)​

  • Monday through Friday
  • Excludes Nigerian public holidays
  • Bank holidays count as non-business days

Hardship Variances​

Mastercard Hardship Variances​

During natural disasters or severe operational difficulties:

  • Mastercard may grant time frame extensions
  • Announced via network bulletins
  • Removes time frame edits for specific period
  • Not supported in Single Message System

Visa Business Continuity​

  • Similar provisions for major disruptions
  • Contact Visa directly
  • Documentation of business impact required

Authorization Protection Periods​

How long after authorization before transaction must clear:

Mastercard​

Authorization TypeWindow
Preauthorizations30 calendar days
Final auth (India domestic)4 calendar days
Final auth (all other)7 calendar days
Undefined authorizations7 calendar days

Visa​

Authorization TypeWindow
Card-present7 calendar days
Card-not-present7 calendar days
Lodging/rental31 calendar days
Vehicle rental31 calendar days

Best Practices​

Track Deadlines Religiously​

  1. Use dispute management system - Automated tracking
  2. Set alerts - 7 days, 3 days, 1 day before due
  3. Document receipt dates - When did you receive notice?
  4. Build in buffer time - Never wait until last day

Account for Time Zones​

  • Networks operate on specific time zones
  • 11:59 PM your time may be past deadline
  • Build in 24-hour buffer

Consider Weekends/Holidays​

  • Calendar days include non-business days
  • Monday deadline after holiday weekend = still due Monday
  • Plan submissions before weekends

Document Everything​

  • Screenshot submission confirmations
  • Keep email timestamps
  • Record case numbers
  • Save all communications

Time Frame Summary by Network​

Mastercard at a Glance​

Chargeback → 45 days → Representment
                ↓
            30 days
                ↓
         Pre-Arbitration
                ↓
            45 days
                ↓
           Arbitration

Visa at a Glance​

Chargeback → 30 days → Representment
                ↓
            30 days
                ↓
         Pre-Arbitration
                ↓
            45 days
                ↓
           Arbitration

Amex at a Glance​

Inquiry → 15 days → Response
              ↓
         (if needed)
              ↓
Chargeback → 20 days → Response

Next Steps​

Responding to a chargeback?

  1. Check network-specific windows - Visa 30 days, MC 45 days, Amex 20 days
  2. Calculate day zero - When the clock starts
  3. Account for regional exceptions - Nigeria 2 business days!

Building deadline tracking?

  1. Follow best practices - Alerts, buffers, documentation
  2. Track by network - Different flows
  3. Account for time zones - Build in buffers

Handling special situations?

  1. Check authorization windows - Auth to settlement
  2. Know hardship variances - Disaster extensions
  3. Understand Amex inquiries - 15 days, not 20

See Also​