Visa · Chargeback reason codes
Visa 12.3 chargeback: Incorrect Currency explained
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Visa reason code 12.3, Incorrect Currency, means the transaction was processed in a currency different from the one agreed with the cardholder, or currency conversion at checkout was applied without the cardholder's clear choice. The bank has 120 days from the processing date to file. Answer with the receipt showing the correct currency, or proof the cardholder expressly chose conversion; you can also re-present in the local currency.
- Category
- Processing error
- Time limit for the bank to file
- 120 days from the transaction processing date
- Time limit to respond
- Your processor's deadline (on Stripe usually 7–21 days); under Visa rules the acquirer files a Dispute Response within 30 days of the dispute processing date
- Typical evidence
- Receipt in the correct currency; proof the cardholder chose currency conversion
- Can it be prevented?
- Yes: show currency and amount before payment
- Who usually wins
- The merchant when the receipt matches the currency charged
What PlatformDTC does
PlatformDTC checkout shows the price and charges in the same store currency the shopper sees on the order. PlatformDTC answers this kind of dispute with its standard evidence pack built from the order: customer name, email, IP address, billing and shipping address, items bought, carrier, tracking and ship date, the refund policy, and any refund already issued. With "Answer a chargeback automatically" switched on, it sends the response to the bank for you before the deadline.
What it means
The cardholder was charged in a currency they did not agree to, or a dynamic currency conversion (DCC) was applied without a proper choice.
Why customers file it
A store shows one currency but charges another, or a terminal applies DCC without asking.
Evidence that wins
Under Visa rules every response can also show that you already refunded and the bank ignored it, that the dispute is invalid, or that the cardholder withdrew it.
- Receipt showing the correct currency
- For DCC: proof the cardholder expressly agreed, certification the device requires the cardholder to choose, and the receipt
How to prevent it
- Charge in the currency shown at checkout
- Never apply currency conversion without the cardholder's explicit choice
For developers
On Stripe the dispute object arrives with reason "general" and the card network's own code in payment_method_details.card.network_reason_code; listen for charge.dispute.created and read evidence_details.due_by for the deadline.
Processing Error (category 12) disputes have a Dispute Response stage: the acquirer answers within 30 days, then the issuer may pre-arbitrate within 30 days of that response.
Frequently asked questions
- Can I fix it by charging again?
- Visa allows the merchant to re-present the transaction in the local currency.
- Does a currency exchange difference count?
- 12.3 is about the wrong currency or unagreed conversion, not normal exchange-rate movement on the cardholder's statement.
Sources
Related
- 12.5 — The cardholder was charged a different amount than they agreed to.
- 12.2 — The transaction was processed with the wrong code, such as a credit processed as a sale.
- 12.4 — The charge was posted to a card number that does not match the cardholder's account.
- 12.6 — The cardholder says they were charged twice, or already paid another way.
- 12.7 — The authorization carried invalid data, such as a merchant category code that does not match settlement.
- 13.1 — The cardholder says the goods or services never arrived.
- 13.2 — The cardholder says a subscription billed them after they cancelled or withdrew permission.