Network
VisaCode
12.6.2Response window
30 calendar daysWin difficulty
MediumDispute type
Processing ErrorVisa 12.6.2 — Paid by Other Means: What It Is and How to Respond
Visa 12.6.2 is filed when a cardholder claims they already paid for the goods or services through a different payment method — cash, bank transfer, a different card, cheque, or store credit — yet the merchant also charged the card. This is less common than other reason codes but occurs in face-to-face retail, hospitality, and B2B scenarios where multiple payment channels are used.
Your defence depends on whether the card was genuinely the only payment method accepted for this transaction, or whether an error resulted in both an alternative payment and a card charge being processed. Clear per-transaction payment records are your best protection.
Common reasons you received this dispute
- 1Customer paid cash at a restaurant but was also charged to their card — server error or system not updated
- 2B2B customer paid by bank transfer and a card charge was also processed for the same invoice
- 3Customer used store credit or a voucher but was also charged to their card
- 4Card was processed as a backup authorisation but cash was also taken and not voided
- 5POS system processed a card payment after cash was already accepted for the same transaction
Can you win this dispute?
Fight this dispute if...
- ✓You can document that the card was the only payment method used for this transaction — no cash was taken, no bank transfer received, no other payment processed for the same order
- ✓Your cash register and bank records show no alternative payment matching this amount and date
Accept this chargeback if...
- ✗Your records confirm the customer paid through another channel and the card was also charged — refund the card charge immediately
- ✗A bank transfer or cash register entry for the same amount and date exists alongside the card charge
Evidence checklist
- ✅ Required
Documentation showing card was the only payment method: No cash register entry, no bank transfer record, no store credit redemption for the same amount and date. The absence of any alternative payment record is your primary evidence.
- ⭐ Strongly recommended
Receipt showing card as sole payment method: The transaction receipt or order record showing only the card payment, with no split payment or alternative method recorded.
- ⭐ Strongly recommended
Customer account history showing card charge with no corresponding alternative payment: Your order or account system confirming no other payment was recorded for this order or invoice.
How to write your response
Your response must clearly establish that the card was the only payment method accepted for this transaction. Reference your payment records, cash register entries (or their absence), and any bank reconciliation showing no alternative payment for this order.
Keep your response factual and direct. Explain your payment process and how it ensures only one payment method is accepted per transaction.
“We respond to chargeback [reference] under Visa 12.6.2. The card ending [last four] was the sole payment method accepted for this transaction. Exhibit A shows our transaction record with no alternative payment recorded. Exhibit B shows our cash register reconciliation for [date], confirming no cash or alternative payment was taken for this order. We request reversal of this chargeback.”
Key deadlines
Response window: 30 calendar days from the notification date.
Reconcile payment records per transaction as soon as you receive the dispute — cash register, bank transfer, and card records all need to be checked against each other.
How to prevent this chargeback
- 1
Implement split-payment logging: If a transaction uses multiple payment methods, document each method, amount, and timestamp. This also makes it easy to confirm when only one method was used.
- 2
For hospitality: close tabs explicitly before running card charges: Ensure your POS workflow requires an explicit void of any pre-authorisation before accepting cash — or requires the card tab to be clearly closed when cash is taken.
- 3
Reconcile payment methods per transaction daily: A card charge and a cash receipt for the same order should flag immediately during daily reconciliation — catch and refund errors before the customer notices.
- 4
Train staff on correct payment processing sequences: A card should not be run after cash is accepted for the same order. Clear process documentation and POS system guardrails prevent the most common source of 12.6.2 disputes.
Frequently asked questions
What is Visa 12.6.2?
A dispute where the cardholder claims they already paid for the goods or services through a different payment method (cash, bank transfer, a different card, cheque, or store credit), yet the merchant also charged the card.
How do I prove I only took card payment?
Transaction records showing card as the sole payment method, no corresponding cash register entry for that amount and time, and the card receipt as the only payment document. If your system records split payments, the absence of an alternative payment entry is key.
Is this fraud or a mistake?
Usually an honest error — a server or staff mistake that resulted in both cash and card being taken, or a system that didn't clear a card tab after cash was accepted. Cardholder fraud with this code is rare.
How long do I have to respond to a Visa 12.6.2 chargeback?
30 calendar days from the chargeback notification date. Pull your payment records for the transaction immediately to determine whether this was a genuine error or a misunderstanding.
Related reason codes
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