{"id":13835,"date":"2026-10-08T10:05:12","date_gmt":"2026-10-08T10:05:12","guid":{"rendered":"https:\/\/digitechpayments.com\/un-commercant-peut-il-refuser-une-retrofacturation-que-se-passe-t-il-apres-quun-client-conteste-un-paiement\/"},"modified":"2026-10-08T10:05:12","modified_gmt":"2026-10-08T10:05:12","slug":"un-commercant-peut-il-refuser-une-retrofacturation-que-se-passe-t-il-apres-quun-client-conteste-un-paiement","status":"publish","type":"post","link":"https:\/\/digitechpayments.com\/fr\/un-commercant-peut-il-refuser-une-retrofacturation-que-se-passe-t-il-apres-quun-client-conteste-un-paiement\/","title":{"rendered":"Un commer\u00e7ant peut-il refuser une r\u00e9trofacturation ? Que se passe-t-il apr\u00e8s qu\u2019un client conteste un paiement"},"content":{"rendered":"<h2 dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 18pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">L\u2019essentiel en bref<\/span><\/h2>\n<ul style=\"margin-top: 0; margin-bottom: 0; padding-inline-start: 48px;\">\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre; margin-left: -6pt;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Un commer\u00e7ant ne peut pas emp\u00eacher un titulaire de carte de d\u00e9poser un litige, mais<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> les <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">directives de Visa pour la gestion des litiges des commer\u00e7ants<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> exigent que le commer\u00e7ant accepte ou rejette le litige apr\u00e8s que le processeur l&rsquo;ait transmis, la r\u00e9ponse \u00e9tant achemin\u00e9e via l&rsquo;acqu\u00e9reur.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> <\/span><\/a><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre; margin-left: -6pt;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\">Les <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">directives de Visa en mati\u00e8re de litiges<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> classent les litiges en quatre cat\u00e9gories : fraude, autorisation, erreurs de traitement et litiges de consommation. Chaque cat\u00e9gorie exige des preuves diff\u00e9rentes, donc la lecture du code de motif avant de rassembler les documents est la premi\u00e8re \u00e9tape.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.mastercard.us\/content\/dam\/public\/mastercardcom\/na\/global-site\/documents\/chargeback-guide.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> <\/span><\/a><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre; margin-left: -6pt;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><a style=\"text-decoration: none;\" href=\"https:\/\/www.mastercard.us\/content\/dam\/public\/mastercardcom\/na\/global-site\/documents\/chargeback-guide.pdf\" target=\"_blank\" rel=\"noopener\">Le <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">guide des r\u00e9trofacturations de Mastercard<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> \u00e9tablit une deuxi\u00e8me pr\u00e9sentation lorsque les biens ont \u00e9t\u00e9 livr\u00e9s comme convenu, qu&rsquo;un remboursement a d\u00e9j\u00e0 \u00e9t\u00e9 \u00e9mis ou que la r\u00e9trofacturation \u00e9tait invalide, y compris les litiges d\u00e9pos\u00e9s en dehors du d\u00e9lai applicable.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.americanexpress.com\/us\/merchant\/tpp\/manage-disputes.html?utm_source=gemini\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> <\/span><\/a><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre; margin-left: -6pt;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><a style=\"text-decoration: none;\" href=\"https:\/\/www.americanexpress.com\/us\/merchant\/tpp\/manage-disputes.html\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">La page G\u00e9rer les litiges d&rsquo;American Express<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> confirme que moins de 0,030 % des transactions des titulaires de carte am\u00e9ricains en 2025 sont devenues des litiges parvenus aux commer\u00e7ants. Ce chiffre est sp\u00e9cifique au r\u00e9seau et ne repr\u00e9sente pas un taux de r\u00e9trofacturation \u00e0 l&rsquo;\u00e9chelle de l&rsquo;industrie.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> <\/span><\/a><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre; margin-left: -6pt;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 10pt;\" role=\"presentation\"><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">La documentation officielle de Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> stipule clairement que des preuves irr\u00e9futables n&rsquo;exigent pas que Visa, l&rsquo;\u00e9metteur ou toute autre partie conclue que le titulaire de carte a particip\u00e9 \u00e0 la transaction. Les preuves am\u00e9liorent la position d&rsquo;un commer\u00e7ant ; elles ne garantissent jamais le r\u00e9sultat. <\/span><\/p>\n<\/li>\n<\/ul>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<h2 dir=\"ltr\" style=\"line-height: 1.2; margin-top: 11.25pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 18pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Qu\u2019est-ce qu\u2019une r\u00e9trofacturation de carte de cr\u00e9dit et un commer\u00e7ant peut-il l\u2019emp\u00eacher ? <\/span><\/h2>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Une r\u00e9trofacturation est un m\u00e9canisme de r\u00e9seau de cartes qui permet \u00e0 un \u00e9metteur de carte de renvoyer une transaction contest\u00e9e du c\u00f4t\u00e9 du commer\u00e7ant dans la cha\u00eene de paiement apr\u00e8s qu&rsquo;un titulaire de carte l&rsquo;ait contest\u00e9e et que l&rsquo;\u00e9metteur d\u00e9termine qu&rsquo;un droit de litige s&rsquo;applique. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Cette d\u00e9finition, tir\u00e9e des<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">directives de Visa pour la gestion des litiges des commer\u00e7ants<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">, est importante car elle r\u00e9pond \u00e0 la question que la plupart des commer\u00e7ants posent en premier : non, un commer\u00e7ant ne peut pas emp\u00eacher un client d&rsquo;appeler sa banque et de d\u00e9poser une r\u00e9trofacturation de carte de cr\u00e9dit. Cette porte est ouverte \u00e0 chaque titulaire de carte. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Ce qu&rsquo;un commer\u00e7ant peut faire, c&rsquo;est r\u00e9pondre. Le processus de r\u00e9trofacturation passe par plusieurs \u00e9tapes, et \u00e0 plus d&rsquo;une d&rsquo;entre elles, un commer\u00e7ant a une opportunit\u00e9 r\u00e9elle et document\u00e9e de pr\u00e9senter des faits. Le probl\u00e8me est que bien r\u00e9pondre exige une pr\u00e9paration qui doit avoir lieu avant m\u00eame que la notification n&rsquo;arrive. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Chez<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/digitechpayments.com\/fr\/\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">DigitechPaiements<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">, nous travaillons avec des commer\u00e7ants partout au Canada et aux \u00c9tats-Unis, en magasin et en ligne, et le sch\u00e9ma est constant : les entreprises qui r\u00e9cup\u00e8rent les revenus contest\u00e9s sont celles qui ont des dossiers organis\u00e9s et un flux de travail interne rapide. Celles qui perdent sont g\u00e9n\u00e9ralement celles qui ont d\u00e9couvert trop tard quelle \u00e9tait la date limite. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Ce guide d\u00e9taille les <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">m\u00e9canismes<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">, les <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">preuves<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> et les <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">d\u00e9cisions<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> afin que les commer\u00e7ants sachent exactement \u00e0 quoi s&rsquo;attendre lorsqu&rsquo;un litige de r\u00e9trofacturation appara\u00eet sur leur compte. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<h2 dir=\"ltr\" style=\"line-height: 1.2; margin-top: 11.25pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 18pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Un commer\u00e7ant peut-il refuser une r\u00e9trofacturation ? Voici la r\u00e9ponse directe<\/span><\/h2>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Un commer\u00e7ant ne peut pas refuser une r\u00e9trofacturation, ce qui signifie qu&rsquo;il ne peut pas l&#8217;emp\u00eacher de se produire. Un titulaire de carte contacte sa banque \u00e9mettrice, l&rsquo;\u00e9metteur d\u00e9cide si un droit de litige s&rsquo;applique, et le processus commence que le commer\u00e7ant soit d&rsquo;accord ou non.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> Les <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">directives de Visa pour la gestion des litiges des commer\u00e7ants<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> pr\u00e9cisent que l&rsquo;\u00e9metteur prend la d\u00e9cision initiale quant \u00e0 l&rsquo;existence d&rsquo;une situation de litige. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Ce qu&rsquo;un commer\u00e7ant fait, c&rsquo;est rejeter le litige, ce qui est une chose enti\u00e8rement diff\u00e9rente. Le diagramme du cycle de vie des litiges dans les<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">directives de Visa en mati\u00e8re de litiges<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> d\u00e9crit le flux s\u00e9quentiel exact : <\/span><\/p>\n<ol style=\"margin-top: 0; margin-bottom: 0; padding-inline-start: 48px;\">\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Le titulaire de carte d\u00e9pose un litige aupr\u00e8s de sa banque.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">La banque du titulaire de carte envoie le litige au processeur de carte du commer\u00e7ant.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Le processeur transmet la notification au commer\u00e7ant.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Le commer\u00e7ant accepte ou rejette le litige.<\/span><\/p>\n<\/li>\n<\/ol>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Rejeter signifie soumettre une r\u00e9ponse opportune et sp\u00e9cifique au motif, accompagn\u00e9e de documents justificatifs, \u00e0 l&rsquo;acqu\u00e9reur ou au processeur, qui pr\u00e9sente ensuite la position du commer\u00e7ant \u00e0 l&rsquo;\u00e9metteur. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Un commer\u00e7ant ne peut pas emp\u00eacher un client de contester un paiement par carte, mais il peut contester un litige invalide par l&rsquo;interm\u00e9diaire de son processeur ou de sa banque acqu\u00e9reuse. Cette distinction est importante car elle fixe des attentes r\u00e9alistes. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Le commer\u00e7ant n&rsquo;est pas le juge.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> Les <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">r\u00e8gles administratives de Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> stipulent qu&rsquo;administrativement, l&rsquo;interaction principale dans un litige se fait entre l&rsquo;\u00e9metteur et l&rsquo;acqu\u00e9reur, et que l&rsquo;\u00e9metteur envoie le litige \u00e0 l&rsquo;acqu\u00e9reur, ce qui peut impliquer ou contourner compl\u00e8tement le commer\u00e7ant. <\/span> <\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Il y a aussi une limite stricte qu&rsquo;il convient d&rsquo;\u00e9noncer d&#8217;embl\u00e9e. <\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\">La <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">politique de Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> exige qu&rsquo;un commer\u00e7ant r\u00e9ponde \u00e0 un litige par l&rsquo;interm\u00e9diaire de son acqu\u00e9reur ; si le commer\u00e7ant ne peut pas r\u00e9soudre le litige, la perte est support\u00e9e par le commer\u00e7ant selon le processus du r\u00e9seau. C&rsquo;est la version honn\u00eate. <\/span> <\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">La protection contre les r\u00e9trofacturations, au sens pratique, n&rsquo;est pas un bouclier qui fait dispara\u00eetre les litiges. C&rsquo;est une combinaison de pr\u00e9vention, de discipline de documentation et de savoir-faire pour r\u00e9pondre lorsqu&rsquo;un cas est r\u00e9ellement contestable. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<h2 dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 18pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Que se passe-t-il imm\u00e9diatement apr\u00e8s qu&rsquo;un client conteste un paiement ?<\/span><\/h2>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Apr\u00e8s qu&rsquo;un client conteste un paiement, la banque \u00e9mettrice transmet la transaction contest\u00e9e \u00e0 l&rsquo;acqu\u00e9reur, qui l&rsquo;examine ensuite. Si le litige est valide, l&rsquo;acqu\u00e9reur d\u00e9duit le montant contest\u00e9 du compte du commer\u00e7ant et en informe le commer\u00e7ant. Cette s\u00e9quence, \u00e9tablie dans les<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">directives de Visa pour la gestion des litiges des commer\u00e7ants<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">, explique pourquoi tant de propri\u00e9taires d&rsquo;entreprise d\u00e9crivent l&rsquo;exp\u00e9rience comme de l&rsquo;argent qui dispara\u00eet avant que quiconque ne leur pose une question. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Le d\u00e9bit n&rsquo;est cependant pas la fin de l&rsquo;histoire. Il s&rsquo;agit d&rsquo;une position financi\u00e8re provisoire pendant que le dossier passe par le processus formel de r\u00e9trofacturation. Les prochaines \u00e9tapes imm\u00e9diates d\u00e9pendent de la marque de carte sp\u00e9cifique : <\/span><\/p>\n<ul style=\"margin-top: 0; margin-bottom: 0; padding-inline-start: 48px;\">\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Visa :<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> Selon la<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">documentation officielle de Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">, le processeur transmet le litige au commer\u00e7ant, qui l&rsquo;accepte ou le rejette ensuite.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Mastercard :<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.mastercard.us\/content\/dam\/public\/mastercardcom\/na\/global-site\/documents\/chargeback-guide.pdf\" target=\"_blank\" rel=\"noopener\"> Le <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">guide des r\u00e9trofacturations de Mastercard<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> d\u00e9finit une deuxi\u00e8me pr\u00e9sentation comme la r\u00e9ponse de l&rsquo;acqu\u00e9reur au nom du commer\u00e7ant dans les situations \u00e9ligibles.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">American Express :<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.americanexpress.com\/content\/dam\/amex\/us\/merchant\/pdf\/tpp\/manage-disputes\/Understanding_the_Disputes_Process.pdf?v=0\" target=\"_blank\" rel=\"noopener\"> Le <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">guide Comprendre le processus de litige d&rsquo;American Express<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> distingue une demande de renseignements, dans laquelle le commer\u00e7ant fournit des documents ou \u00e9met un cr\u00e9dit avant qu&rsquo;une r\u00e9trofacturation ne soit cr\u00e9\u00e9e, d&rsquo;une r\u00e9trofacturation initiale, dans laquelle le compte du commer\u00e7ant est d\u00e9bit\u00e9 en premier, et le commer\u00e7ant soumet des documents pour annuler la r\u00e9trofacturation.<\/span><\/p>\n<\/li>\n<\/ul>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">La r\u00e9ponse pratique \u00e0 la question de savoir si l&rsquo;argent est d\u00e9j\u00e0 perdu est donc : peut-\u00eatre, et pas n\u00e9cessairement encore. La premi\u00e8re \u00e9tape consiste \u00e0 <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">d\u00e9terminer le type de notification re\u00e7u<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">. Une plainte client n&rsquo;est pas une r\u00e9trofacturation. Une demande de renseignements n&rsquo;est pas une r\u00e9trofacturation. Une r\u00e9trofacturation initiale l&rsquo;est, et le compte \u00e0 rebours a d\u00e9j\u00e0 commenc\u00e9. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Une derni\u00e8re chose \u00e0 comprendre concernant les d\u00e9lais. Le<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.consumerfinance.gov\/consumer-tools\/credit-cards\/how-to-fix-mistakes-in-your-credit-card-bill\/\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">guide du Bureau de protection financi\u00e8re des consommateurs (CFPB) sur la correction des erreurs dans votre facture de carte de cr\u00e9dit<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> confirme qu&rsquo;un \u00e9metteur de carte am\u00e9ricain dispose de 30 jours pour accuser r\u00e9ception d&rsquo;un avis d&rsquo;erreur de facturation et prend jusqu&rsquo;\u00e0 deux cycles de facturation pour terminer son enqu\u00eate. C&rsquo;est le c\u00f4t\u00e9 consommateur de la chronologie, et cela aide \u00e0 expliquer pourquoi un litige appara\u00eet sur un compte de commer\u00e7ant des semaines apr\u00e8s la vente. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<h2 dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 18pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Qui fait quoi dans le processus de r\u00e9trofacturation ?<\/span><\/h2>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone size-full wp-image-13824\" src=\"https:\/\/digitechpayments.com\/wp-content\/uploads\/2026\/10\/Can-a-Merchant-Refuse-a-Chargeback-What-Happens-After-a-Customer-Disputes-a-Payment-Supporting-Infographic-01.png\" alt=\"Infographie d\u00e9taillant le processus de r\u00e9trofacturation et les r\u00f4les des six parties cl\u00e9s impliqu\u00e9es : titulaire de carte, \u00e9metteur, acqu\u00e9reur, processeur, commer\u00e7ant et r\u00e9seau.\" width=\"2240\" height=\"1260\" srcset=\"https:\/\/digitechpayments.com\/wp-content\/uploads\/2026\/10\/Can-a-Merchant-Refuse-a-Chargeback-What-Happens-After-a-Customer-Disputes-a-Payment-Supporting-Infographic-01.png 2240w, https:\/\/digitechpayments.com\/wp-content\/uploads\/2026\/10\/Can-a-Merchant-Refuse-a-Chargeback-What-Happens-After-a-Customer-Disputes-a-Payment-Supporting-Infographic-01-300x169.png 300w, https:\/\/digitechpayments.com\/wp-content\/uploads\/2026\/10\/Can-a-Merchant-Refuse-a-Chargeback-What-Happens-After-a-Customer-Disputes-a-Payment-Supporting-Infographic-01-1024x576.png 1024w, https:\/\/digitechpayments.com\/wp-content\/uploads\/2026\/10\/Can-a-Merchant-Refuse-a-Chargeback-What-Happens-After-a-Customer-Disputes-a-Payment-Supporting-Infographic-01-768x432.png 768w, https:\/\/digitechpayments.com\/wp-content\/uploads\/2026\/10\/Can-a-Merchant-Refuse-a-Chargeback-What-Happens-After-a-Customer-Disputes-a-Payment-Supporting-Infographic-01-1536x864.png 1536w, https:\/\/digitechpayments.com\/wp-content\/uploads\/2026\/10\/Can-a-Merchant-Refuse-a-Chargeback-What-Happens-After-a-Customer-Disputes-a-Payment-Supporting-Infographic-01-2048x1152.png 2048w\" sizes=\"(max-width: 2240px) 100vw, 2240px\" \/><\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Le processus de r\u00e9trofacturation implique six parties, et chacune d\u00e9tient une pi\u00e8ce diff\u00e9rente de la d\u00e9cision. Comprendre qui contr\u00f4le quoi emp\u00eache les commer\u00e7ants de diriger leur \u00e9nergie dans la mauvaise direction. <\/span><\/p>\n<ul style=\"margin-top: 0; margin-bottom: 0; padding-inline-start: 48px;\">\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Le titulaire de carte :<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> Initie le litige. Il contacte sa banque et d\u00e9crit le probl\u00e8me. Rien de ce que fait un commer\u00e7ant n&#8217;emp\u00eache cette \u00e9tape. <\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">L&rsquo;\u00e9metteur :<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> Agit comme la banque du titulaire de carte. Il d\u00e9termine si une situation de litige existe et si un droit de litige s&rsquo;applique.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> Les <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">directives de Visa pour la gestion des litiges des commer\u00e7ants<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> placent cette \u00e9valuation directement aupr\u00e8s de l&rsquo;\u00e9metteur, tant au d\u00e9but qu&rsquo;\u00e0 la fin. L&rsquo;\u00e9metteur \u00e9value \u00e9galement les preuves du commer\u00e7ant lorsqu&rsquo;elles reviennent par la cha\u00eene. <\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">L&rsquo;acqu\u00e9reur :<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> Sert de banque qui d\u00e9tient le compte du commer\u00e7ant. Selon la<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">documentation officielle de Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">, l&rsquo;\u00e9metteur envoie la transaction contest\u00e9e \u00e0 l&rsquo;acqu\u00e9reur, l&rsquo;acqu\u00e9reur l&rsquo;examine, et si le litige est valide, l&rsquo;acqu\u00e9reur d\u00e9duit le montant et informe le commer\u00e7ant. <\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Le processeur :<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> Fonctionne comme le point de contact op\u00e9rationnel du commer\u00e7ant. Il d\u00e9livre la notification, indique la date limite de r\u00e9ponse et explique comment soumettre. L&rsquo;implication pratique de la structure de Visa est qu&rsquo;un commer\u00e7ant r\u00e9pond par l&rsquo;interm\u00e9diaire de son processeur ou de sa banque acqu\u00e9reuse, plut\u00f4t que directement \u00e0 l&rsquo;\u00e9metteur de carte du client via un canal distinct. <\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Le commer\u00e7ant :<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> D\u00e9cide d&rsquo;accepter ou de rejeter, rassemble les preuves et les soumet \u00e0 temps. C&rsquo;est un v\u00e9ritable contr\u00f4le, mais c&rsquo;est un contr\u00f4le sur les intrants, pas sur les r\u00e9sultats. <\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Le r\u00e9seau :<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> \u00c9tablit les r\u00e8gles. Visa, Mastercard et American Express d\u00e9finissent chacune les cat\u00e9gories, les chemins de r\u00e9ponse \u00e9ligibles et les normes de documentation.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.mastercard.us\/content\/dam\/public\/mastercardcom\/na\/global-site\/documents\/chargeback-guide.pdf\" target=\"_blank\" rel=\"noopener\"> Le <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">guide des r\u00e9trofacturations de Mastercard<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> limite ce qui est consid\u00e9r\u00e9 comme tardif dans le processus : les documents justificatifs soumis \u00e0 partir d&rsquo;un d\u00e9p\u00f4t de pr\u00e9-arbitrage ou d&rsquo;arbitrage sont exclus de sa d\u00e9cision. <\/span><\/p>\n<\/li>\n<\/ul>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Il y a un autre document qui compte plus que la plupart des commer\u00e7ants ne le r\u00e9alisent.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> Les <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">directives de Visa en mati\u00e8re de litiges<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> dictent que l&rsquo;accord du commer\u00e7ant d\u00e9finit l&rsquo;\u00e9tendue compl\u00e8te de la responsabilit\u00e9 financi\u00e8re et administrative d&rsquo;un commer\u00e7ant en cas de litiges. Le propre accord de traitement d&rsquo;un commer\u00e7ant <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">r\u00e9git les d\u00e9bits de compte<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">, le <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">traitement des r\u00e9serves<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">, les <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">m\u00e9thodes de notification<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> et les <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">proc\u00e9dures de r\u00e9ponse<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">. <\/span> <\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Les commer\u00e7ants qui n&rsquo;ont jamais lu cette section de leur contrat devraient la lire. Et si le langage n&rsquo;est pas clair, c&rsquo;est exactement le genre de question qu&rsquo;un courtier examine avant m\u00eame qu&rsquo;un litige ne survienne. Trouver la bonne structure de traitement adapt\u00e9e \u00e0 votre mod\u00e8le commercial est crucial, et explorer les<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/digitechpayments.com\/fr\/nos-solutions\/\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">solutions de paiement personnalis\u00e9es<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> aide \u00e0 clarifier ces termes d\u00e8s le d\u00e9part. <\/span> <\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<h2 dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 18pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Que peut r\u00e9ellement contr\u00f4ler un commer\u00e7ant dans un litige de r\u00e9trofacturation ?<\/span><\/h2>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Un commer\u00e7ant contr\u00f4le exactement trois variables dans un litige de r\u00e9trofacturation : <\/span><\/p>\n<ol style=\"margin-top: 0; margin-bottom: 0; padding-inline-start: 48px;\">\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Accepter ou r\u00e9pondre \u00e0 la r\u00e9trofacturation.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Si la r\u00e9ponse arrive avant la date limite du fournisseur.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Si les dossiers d&rsquo;exploitation sont suffisamment organis\u00e9s pour appuyer cette r\u00e9ponse.<\/span><\/p>\n<\/li>\n<\/ol>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Tout le reste incombe aux autres parties. Commen\u00e7ons par ce qu&rsquo;un commer\u00e7ant ne contr\u00f4le pas. Un commer\u00e7ant ne contr\u00f4le pas si le client d\u00e9pose une r\u00e9clamation. Un commer\u00e7ant ne contr\u00f4le pas la d\u00e9termination initiale de l&rsquo;\u00e9metteur selon laquelle un droit de litige s&rsquo;applique. Et un commer\u00e7ant ne contr\u00f4le pas l&rsquo;\u00e9valuation finale, m\u00eame avec une documentation solide.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> <\/span><\/a><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Les directives de Visa pour la gestion des litiges des commer\u00e7ants<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> stipulent que des preuves irr\u00e9futables n&rsquo;exigent pas que Visa, l&rsquo;\u00e9metteur ou toute autre partie conclue que le titulaire de carte a particip\u00e9 \u00e0 la transaction, l&rsquo;a re\u00e7ue ou en a b\u00e9n\u00e9fici\u00e9. Tout service ou flux de travail qui promet une victoire garantie sur les r\u00e9trofacturations survend ses capacit\u00e9s. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Maintenant, la partie qui incombe au commer\u00e7ant. Le d\u00e9lai de r\u00e9ponse est enti\u00e8rement sous le contr\u00f4le du commer\u00e7ant. Manquez la fen\u00eatre que le processeur vous donne, et le dossier est clos, quelle que soit la qualit\u00e9 des fichiers.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> <\/span><\/a><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">La documentation officielle de Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> demande aux commer\u00e7ants de fournir rapidement tous les d\u00e9tails disponibles et la documentation pertinente d\u00e8s la notification initiale du litige, car les preuves tardives sont compl\u00e8tement rejet\u00e9es selon la proc\u00e9dure du r\u00e9seau. <\/span> <\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">La qualit\u00e9 des enregistrements est \u00e9galement la responsabilit\u00e9 du commer\u00e7ant.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> Les <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">r\u00e8gles de litige de Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> exigent que les preuves soient lisibles et en anglais, ou accompagn\u00e9es d&rsquo;une traduction en anglais. Une photo floue d&rsquo;un bordereau de livraison sur un t\u00e9l\u00e9phone est techniquement un document valide, mais cela n&rsquo;aide pas. Pas plus qu&rsquo;un fichier PDF de 60 pages sans explication de ce que le r\u00e9viseur est cens\u00e9 remarquer. <\/span> <\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><a style=\"text-decoration: none;\" href=\"https:\/\/www.mastercard.us\/content\/dam\/public\/mastercardcom\/na\/global-site\/documents\/chargeback-guide.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Le guide des r\u00e9trofacturations de Mastercard<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> exige que l&rsquo;explication du commer\u00e7ant r\u00e9ponde \u00e0 la r\u00e9clamation dans les situations pertinentes, ce qui montre qu&rsquo;un r\u00e9cit court et direct a du poids. <\/span> <\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Enfin, un commer\u00e7ant contr\u00f4le sa posture op\u00e9rationnelle. <\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\">La <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">politique de Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> stipule que les litiges r\u00e9sultent d&rsquo;erreurs du commer\u00e7ant, mais des erreurs se produisent \u00e9galement chez les <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">acqu\u00e9reurs<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">, les <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">\u00e9metteurs<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> et les <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">titulaires de carte<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">. Cela va dans les deux sens. Certains litiges refl\u00e8tent un processus d\u00e9faillant. Certains sont des r\u00e9clamations v\u00e9ritablement invalides. <\/span> <\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Trier rapidement l&rsquo;un de l&rsquo;autre est une discipline, et c&rsquo;est l&rsquo;un des domaines o\u00f9 avoir une relation r\u00e9active avec un processeur change les r\u00e9sultats. Lorsqu&rsquo;un retard de financement, un sch\u00e9ma de fraude ou un pic de litiges survient, la diff\u00e9rence entre un fournisseur qui r\u00e9pond au t\u00e9l\u00e9phone et un qui ne le fait pas se mesure en revenus r\u00e9cup\u00e9r\u00e9s. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Un partenariat avec un processeur d\u00e9di\u00e9 comme<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/digitechpayments.com\/fr\/\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">DigitechPaiements<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> vous assure d&rsquo;avoir ce soutien r\u00e9actif \u00e0 vos c\u00f4t\u00e9s. <\/span> <\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<h2 dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 18pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Quand un commer\u00e7ant doit-il accepter une r\u00e9trofacturation au lieu de la contester ?<\/span><\/h2>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Un commer\u00e7ant accepte une r\u00e9trofacturation de carte de cr\u00e9dit lorsque le litige est valide, lorsque la transaction ne peut pas \u00eatre document\u00e9e ou lorsque le probl\u00e8me sous-jacent ne peut pas \u00eatre r\u00e9solu. <\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> <\/span><\/a><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Les directives de Visa pour la gestion des litiges des commer\u00e7ants<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> stipulent explicitement que si le commer\u00e7ant ne peut pas r\u00e9soudre le litige, la perte est support\u00e9e par le commer\u00e7ant. Contester une r\u00e9clamation exacte gaspille des heures de personnel et ne produit rien. <\/span> <\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">La meilleure question est de savoir comment faire la diff\u00e9rence rapidement.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> Les <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">directives de Visa en mati\u00e8re de litiges<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> fournissent quatre cat\u00e9gories pour le tri initial, et chacune pose une question factuelle diff\u00e9rente : <\/span> <\/p>\n<ol style=\"margin-top: 0; margin-bottom: 0; padding-inline-start: 48px;\">\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Litiges de fraude :<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> Exigent des preuves liant le titulaire de carte r\u00e9el \u00e0 la transaction.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Litiges d&rsquo;autorisation :<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> R\u00e9pondus directement par les donn\u00e9es de transaction prouvant une approbation correcte.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Litiges d&rsquo;erreurs de traitement :<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> Exigent des preuves montrant que la transaction a \u00e9t\u00e9 factur\u00e9e et soumise correctement.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Litiges de consommation :<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> R\u00e9pondus par les enregistrements de remboursement ou les donn\u00e9es d&rsquo;ex\u00e9cution (par exemple, r\u00e9solution d&rsquo;une r\u00e9clamation pour remboursement manquant).<\/span><\/p>\n<\/li>\n<\/ol>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">M\u00e9langer ces cat\u00e9gories est la raison la plus courante de l&rsquo;\u00e9chec d&rsquo;une r\u00e9ponse sur le fond. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">La documentation officielle de Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> offre un exemple clair \u00e0 retenir. Une r\u00e9clamation pour un remboursement manquant exige des preuves montrant le montant et la date \u00e0 laquelle le commer\u00e7ant a soumis ou trait\u00e9 le cr\u00e9dit. Si le cr\u00e9dit a \u00e9t\u00e9 trait\u00e9 et que la date est prouv\u00e9e, il y a un v\u00e9ritable dossier. Si le cr\u00e9dit \u00e9tait pr\u00e9vu mais jamais trait\u00e9, il n&rsquo;y en a pas. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><a style=\"text-decoration: none;\" href=\"https:\/\/www.mastercard.us\/content\/dam\/public\/mastercardcom\/na\/global-site\/documents\/chargeback-guide.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Le guide des r\u00e9trofacturations de Mastercard<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> d\u00e9finit des situations sp\u00e9cifiques o\u00f9 un acqu\u00e9reur d\u00e9clenche une deuxi\u00e8me pr\u00e9sentation : lorsque des <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">biens ou services ont \u00e9t\u00e9 r\u00e9par\u00e9s<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">, <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">remplac\u00e9s<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">, <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">livr\u00e9s<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> ou <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">fournis comme convenu<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> ; lorsqu&rsquo;un remboursement a \u00e9t\u00e9 pr\u00e9c\u00e9demment \u00e9mis ; ou lorsque la r\u00e9trofacturation elle-m\u00eame \u00e9tait invalide. Ce troisi\u00e8me point est souvent n\u00e9glig\u00e9.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.mastercard.us\/content\/dam\/public\/mastercardcom\/na\/global-site\/documents\/chargeback-guide.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> <\/span><\/a><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><a style=\"text-decoration: none;\" href=\"https:\/\/www.mastercard.us\/content\/dam\/public\/mastercardcom\/na\/global-site\/documents\/chargeback-guide.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">La documentation de Mastercard<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> d\u00e9crit des exemples de litiges invalides, y compris ceux qui : <\/span> <\/p>\n<ul style=\"margin-top: 0; margin-bottom: 0; padding-inline-start: 48px;\">\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Ne r\u00e9pondent pas aux exigences.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Sont d\u00e9pos\u00e9s en dehors du d\u00e9lai applicable.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Dupliquent une r\u00e9trofacturation ant\u00e9rieure pour la m\u00eame transaction.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Manquent de documentation requise, ou incluent une documentation illisible ou incompl\u00e8te.<\/span><\/p>\n<\/li>\n<\/ul>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Un litige vici\u00e9 sur le plan proc\u00e9dural est contestable m\u00eame lorsque la plainte sous-jacente du client a un certain m\u00e9rite. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">La politique de Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> met en garde contre le fait de traiter chaque litige comme une preuve de faute ou de fraude. Le code de motif, l&rsquo;historique des transactions, les faits d&rsquo;ex\u00e9cution, le statut du remboursement et les communications avec le client d\u00e9terminent ensemble si les preuves r\u00e9pondent \u00e0 la r\u00e9clamation. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Effectuer cette v\u00e9rification en cinq points avant de d\u00e9cider en vaut la peine. Si quatre des cinq soutiennent le commer\u00e7ant, r\u00e9pondez. Si ce n&rsquo;est pas le cas, acceptez la r\u00e9trofacturation de la carte de cr\u00e9dit, corrigez la cause op\u00e9rationnelle et passez \u00e0 autre chose. Le temps du personnel vaut plus qu&rsquo;un dossier perdu. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<h2 dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 18pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Quelle documentation appuie la r\u00e9ponse d&rsquo;un commer\u00e7ant \u00e0 une r\u00e9trofacturation ?<\/span><\/h2>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">La documentation qui appuie une r\u00e9ponse \u00e0 une r\u00e9trofacturation est celle qui r\u00e9pond directement \u00e0 l&rsquo;all\u00e9gation sp\u00e9cifique du code de motif.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> Les <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">directives de Visa pour la gestion des litiges des commer\u00e7ants<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> demandent aux commer\u00e7ants de fournir rapidement tous les d\u00e9tails disponibles et la documentation pertinente d\u00e8s la notification initiale, et de s&rsquo;assurer que le mat\u00e9riel est lisible et en anglais ou traduit en anglais. <\/span> <\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Pour des types de litiges sp\u00e9cifiques,<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> la <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">documentation officielle de Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> dicte les normes de documentation suivantes : <\/span> <\/p>\n<ul style=\"margin-top: 0; margin-bottom: 0; padding-inline-start: 48px;\">\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Marchandises ou services non re\u00e7us :<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> R\u00e9pondez avec une documentation montrant que le titulaire de carte ou une personne autoris\u00e9e a re\u00e7u les marchandises ou services comme convenu.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Date de livraison manqu\u00e9e :<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> Fournissez une documentation appuyant la date de livraison pr\u00e9vue.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Annulation par le client avant la livraison :<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> Soumettez des enregistrements v\u00e9rifiant que le commer\u00e7ant \u00e9tait en mesure de fournir les biens ou services et que le client a annul\u00e9 t\u00f4t.<\/span><\/p>\n<\/li>\n<\/ul>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><a style=\"text-decoration: none;\" href=\"https:\/\/www.mastercard.us\/content\/dam\/public\/mastercardcom\/na\/global-site\/documents\/chargeback-guide.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Le guide des r\u00e9trofacturations de Mastercard<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> d\u00e9taille la documentation du commer\u00e7ant qui prouve que les biens ou services ont \u00e9t\u00e9 livr\u00e9s ou fournis tels que d\u00e9crits, non endommag\u00e9s et non d\u00e9fectueux. Il fournit un exemple sp\u00e9cifique et utilisable : un accus\u00e9 de r\u00e9ception sign\u00e9 par le titulaire de carte attestant que les biens ont \u00e9t\u00e9 re\u00e7us en bon \u00e9tat. <\/span> <\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Deux points structurels d\u00e9terminent la mani\u00e8re dont le dossier doit \u00eatre assembl\u00e9.<\/span><\/p>\n<ul style=\"margin-top: 0; margin-bottom: 0; padding-inline-start: 48px;\">\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Premi\u00e8rement, soumettez t\u00f4t et soumettez complet.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.mastercard.us\/content\/dam\/public\/mastercardcom\/na\/global-site\/documents\/chargeback-guide.pdf\" target=\"_blank\" rel=\"noopener\"> La <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">documentation de Mastercard<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> stipule que les documents justificatifs soumis \u00e0 partir d&rsquo;un d\u00e9p\u00f4t de pr\u00e9-arbitrage ou d&rsquo;arbitrage sont exclus de sa d\u00e9cision. Les preuves trouv\u00e9es plus tard ne sont tout simplement jamais lues. <\/span> <\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Deuxi\u00e8mement, prot\u00e9gez les donn\u00e9es de paiement lors de la constitution du dossier. <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Les <\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.pcisecuritystandards.org\/faqs\/1319\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">r\u00e9glementations du Conseil des normes de s\u00e9curit\u00e9 PCI en mati\u00e8re de stockage de donn\u00e9es<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> interdisent aux commer\u00e7ants de stocker les codes ou valeurs de v\u00e9rification de carte apr\u00e8s l&rsquo;autorisation, m\u00eame crypt\u00e9s. Les donn\u00e9es CVV, CVC ou CID ne sont jamais incluses dans un dossier de preuves. Le <\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.pcisecuritystandards.org\/faqs\/does-pci-dss-apply-to-merchants-who-outsource-all-payment-processing-operations-and-never-store-process-or-transmit-cardholder-data\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">cadre de conformit\u00e9 des paiements externalis\u00e9s du Conseil<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> \u00e9tablit que les commer\u00e7ants restent responsables de s&rsquo;assurer que les fournisseurs de paiement tiers prot\u00e8gent les donn\u00e9es de compte de mani\u00e8re appropri\u00e9e, m\u00eame lorsque le traitement est externalis\u00e9. <\/span> <\/p>\n<\/li>\n<\/ul>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Il y a aussi un jugement co\u00fbt-b\u00e9n\u00e9fice ici.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> Les <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">directives de Visa en mati\u00e8re de litiges<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> demandent aux commer\u00e7ants de peser la valeur de la marchandise par rapport au co\u00fbt et au b\u00e9n\u00e9fice d&rsquo;obtenir une preuve de livraison ou de ramassage, comme une certification du transporteur que la marchandise a \u00e9t\u00e9 livr\u00e9e. L&rsquo;exp\u00e9dition avec signature requise pour chaque commande de faible valeur n&rsquo;est pas une politique judicieuse. Pour les commandes de grande valeur, elle est souvent rentable d\u00e8s la premi\u00e8re fois qu&rsquo;elle est n\u00e9cessaire. <\/span> <\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<h2 dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 18pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Quelles preuves fonctionnent pour le commerce \u00e9lectronique, les biens num\u00e9riques et les ventes sans carte pr\u00e9sente ?<\/span><\/h2>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Les commer\u00e7ants sans carte pr\u00e9sente ont besoin de preuves qui lient une personne r\u00e9elle \u00e0 une livraison r\u00e9elle, et les<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">directives de Visa pour la gestion des litiges des commer\u00e7ants<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> sp\u00e9cifient les types qui sont admissibles. C&rsquo;est la cat\u00e9gorie de preuves la plus difficile \u00e0 constituer apr\u00e8s coup, c&rsquo;est pourquoi les op\u00e9rateurs de commerce \u00e9lectronique l&rsquo;\u00e9tablissent \u00e0 l&rsquo;avance. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">La documentation officielle de Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> d\u00e9finit des exigences sp\u00e9cifiques en mati\u00e8re de preuves en fonction du type de transaction : <\/span><\/p>\n<ul style=\"margin-top: 0; margin-bottom: 0; padding-inline-start: 48px;\">\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Litiges de fraude sans carte pr\u00e9sente :<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> Les <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">r\u00e8gles de litige de Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> valident les preuves photographiques ou par e-mail qui lient le titulaire de carte au destinataire ou montrent que le titulaire de carte poss\u00e8de ou utilise la marchandise ou le service. Les fils de discussion par e-mail du service client qui font r\u00e9f\u00e9rence au produit, l&rsquo;historique du compte de fid\u00e9lit\u00e9 et les commandes ant\u00e9rieures non contest\u00e9es du m\u00eame profil se situent tous dans ce territoire.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Marchandises sans carte pr\u00e9sente collect\u00e9es chez un commer\u00e7ant : <\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\">La <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">politique de Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> reconna\u00eet une signature du titulaire de carte sur un formulaire de ramassage, une copie de la pi\u00e8ce d&rsquo;identit\u00e9 pr\u00e9sent\u00e9e ou les d\u00e9tails d&rsquo;identification comme preuves acceptables. Les commer\u00e7ants qui proposent l&rsquo;achat en ligne avec ramassage en magasin traitent le formulaire de ramassage comme leur document le plus pr\u00e9cieux, et il ne co\u00fbte presque rien \u00e0 obtenir.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Livraison sans carte pr\u00e9sente :<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> Les <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">directives de Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> sp\u00e9cifient que la preuve de livraison \u00e0 la m\u00eame adresse physique pour laquelle le commer\u00e7ant a re\u00e7u une correspondance AVS \u00ab Y \u00bb ou \u00ab M \u00bb est acceptable, et stipulent explicitement qu&rsquo;une signature n&rsquo;est pas requise pour ce type de preuve. Une correspondance AVS claire associ\u00e9e \u00e0 une confirmation de livraison \u00e0 l&rsquo;adresse correspondante est un chemin de preuve reconnu sans signature.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Transactions de biens num\u00e9riques admissibles :<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> La <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">documentation administrative<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> d\u00e9crit les d\u00e9tails de t\u00e9l\u00e9chargement r\u00e9ussi, y compris une description des biens ou services et la date et l&rsquo;heure du t\u00e9l\u00e9chargement, ainsi que des donn\u00e9es suppl\u00e9mentaires telles que l&rsquo;adresse IP, la localisation g\u00e9ographique de l&rsquo;appareil et l&rsquo;identifiant de l&rsquo;appareil. Les entreprises de logiciels, de m\u00e9dias et d&rsquo;applications confirment qu&rsquo;elles enregistrent et conservent ces champs dans leurs journaux de plateforme, car la plupart ne le font pas par d\u00e9faut.<\/span><\/p>\n<\/li>\n<\/ul>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">La collecte efficace de ces donn\u00e9es n&rsquo;est pas un processus manuel. L&rsquo;utilisation des bons<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/digitechpayments.com\/fr\/produits\/\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">produits et int\u00e9grations de traitement des paiements<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> garantit que vos syst\u00e8mes capturent et stockent automatiquement ces d\u00e9tails de transaction critiques au moment de la vente. <\/span> <\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/regional\/na\/us\/support-legal\/documents\/compelling-evidence-3.0-merchant-readiness-mar2023.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Le guide de pr\u00e9paration des commer\u00e7ants Compelling Evidence 3.0 de Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> d\u00e9finit le cadre Compelling Evidence 3.0, qui aide les commer\u00e7ants \u00e0 r\u00e9pondre \u00e0 certains litiges de fraude sans carte pr\u00e9sente en utilisant des donn\u00e9es de transaction structur\u00e9es et v\u00e9rifiables. La qualification ne garantit pas une victoire du commer\u00e7ant, et aucun fournisseur ne le vend de cette mani\u00e8re. <\/span> <\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Une protection efficace contre les r\u00e9trofacturations exige une pr\u00e9vention proactive ainsi que des preuves r\u00e9troactives. <\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/solutions\/post-purchase-solutions\/merchants.html\" target=\"_blank\" rel=\"noopener\">La <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">page Solutions post-achat pour les commer\u00e7ants de Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> rapporte que pr\u00e9cis\u00e9ment <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">62 % des commer\u00e7ants interrog\u00e9s<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> ont connu une augmentation de la fraude amicale dans une enqu\u00eate couvrant <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">plus de 1 000 commer\u00e7ants<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> en Am\u00e9rique du Nord, en Europe, en Asie-Pacifique et en Am\u00e9rique latine.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/solutions\/post-purchase-solutions\/merchants.html?utm_source=gemini\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> <\/span><\/a><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">La <\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/solutions\/post-purchase-solutions\/merchants.html\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">m\u00eame ressource post-achat<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> explique \u00e9galement les outils de partage de donn\u00e9es avant litige qui fournissent les d\u00e9tails de la transaction aux \u00e9metteurs et aux clients au moment de la demande, aidant \u00e0 clarifier les frais inconnus avant qu&rsquo;ils ne deviennent des litiges formels. Un descripteur de facturation reconnaissable fait plus de travail de protection contre les r\u00e9trofacturations que la plupart des outils de fraude. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<h2 dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 18pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Comment les remboursements, les annulations et les politiques de retour affectent-ils les r\u00e9trofacturations ?<\/span><\/h2>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">La gestion des remboursements et des annulations est l&rsquo;une des plus grandes sources contr\u00f4lables de r\u00e9trofacturations, et Visa traite la divulgation de la politique comme une exigence de pr\u00e9vention des litiges plut\u00f4t que comme un avantage. En fait, des politiques transparentes constituent votre premi\u00e8re ligne de protection contre les r\u00e9trofacturations. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Les directives de Visa pour la gestion des litiges des commer\u00e7ants<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> stipulent que des <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">divulgations claires sur les retours<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">, les <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">remboursements<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> et les <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">annulations<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> aident \u00e0 \u00e9viter les malentendus et les litiges potentiels, et que les titulaires de carte re\u00e7oivent ces divulgations au moment de l&rsquo;achat, tant dans les environnements en face \u00e0 face que dans le commerce \u00e9lectronique. <\/span> <\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Les r\u00e8gles de placement sont sp\u00e9cifiques. Pour \u00e9viter les r\u00e9trofacturations,<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> la <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">documentation officielle de Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> exige que les commer\u00e7ants divulguent les politiques de retour et de remboursement en fonction de l&rsquo;environnement de transaction sp\u00e9cifique : <\/span> <\/p>\n<ul style=\"margin-top: 0; margin-bottom: 0; padding-inline-start: 48px;\">\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Au recto des re\u00e7us physiques :<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> Imprimez la divulgation pr\u00e8s de la zone de signature du titulaire de carte ou \u00e0 un endroit facilement visible par le client.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Au verso des re\u00e7us ou des contrats :<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> Exigez un champ de signature ou de paraphe d\u00e9di\u00e9 si la politique appara\u00eet au verso d&rsquo;un re\u00e7u ou dans un contrat distinct.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Sites web de commerce \u00e9lectronique :<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> Pr\u00e9sentez clairement la politique au moment exact de l&rsquo;achat. Une politique enfouie \u00e0 trois clics de profondeur dans le pied de page d&rsquo;un site web n&rsquo;est pas une divulgation valide.<\/span><\/p>\n<\/li>\n<\/ul>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">La politique de Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> avertit explicitement que le fait de ne pas divulguer ces r\u00e8gles au moment de la transaction entra\u00eene un litige lorsqu&rsquo;un client retourne des marchandises. <\/span> <\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">La facturation r\u00e9currente a ses propres r\u00e8gles, et c&rsquo;est l\u00e0 que les commer\u00e7ants d&rsquo;abonnements sont p\u00e9nalis\u00e9s.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> Les <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">directives de Visa en mati\u00e8re de litiges<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> imposent des protocoles d&rsquo;annulation stricts pour les transactions r\u00e9currentes : <\/span> <\/p>\n<ul style=\"margin-top: 0; margin-bottom: 0; padding-inline-start: 48px;\">\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Le commer\u00e7ant doit annuler imm\u00e9diatement ou selon les sp\u00e9cifications du client.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Le commer\u00e7ant doit confirmer l&rsquo;annulation par \u00e9crit, y compris la date d&rsquo;effet.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Il est interdit au commer\u00e7ant de facturer un compte apr\u00e8s qu&rsquo;un client ait retir\u00e9 l&rsquo;autorisation au commer\u00e7ant de d\u00e9biter un compte Visa.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Le commer\u00e7ant doit chercher un autre mode de paiement si un solde reste d\u00fb.<\/span><\/p>\n<\/li>\n<\/ul>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">La facturation apr\u00e8s une demande d&rsquo;annulation n&rsquo;est pas une zone grise ouverte \u00e0 la discussion. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Du c\u00f4t\u00e9 des preuves,<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.mastercard.us\/content\/dam\/public\/mastercardcom\/na\/global-site\/documents\/chargeback-guide.pdf\" target=\"_blank\" rel=\"noopener\"> le <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">guide des r\u00e9trofacturations de Mastercard<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> \u00e9tablit que les exigences relatives aux transactions r\u00e9currentes incluent une description des biens ou services, la date de d\u00e9but de la transaction originale et la preuve que le client a accept\u00e9 les conditions r\u00e9currentes, telles que les <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">enregistrements de clic pour accepter<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> ou <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">un contrat sign\u00e9<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">. Les commer\u00e7ants dont le flux d&rsquo;inscription ne stocke pas un enregistrement d&rsquo;acceptation horodat\u00e9 li\u00e9 \u00e0 la commande doivent le mettre en place avant l&rsquo;arriv\u00e9e du prochain litige. <\/span> <\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Le d\u00e9lai de remboursement est \u00e9galement important.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.mastercard.us\/content\/dam\/public\/mastercardcom\/na\/global-site\/documents\/chargeback-guide.pdf\" target=\"_blank\" rel=\"noopener\"> La <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">documentation de Mastercard<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> pr\u00e9cise que lorsqu&rsquo;un remboursement a \u00e9t\u00e9 \u00e9mis avant une deuxi\u00e8me pr\u00e9sentation et correctement et d\u00fbment document\u00e9, l&rsquo;\u00e9metteur cl\u00f4t le litige pour le montant rembours\u00e9. Les remboursements partiels laissent le montant contest\u00e9 restant non r\u00e9solu. Un cr\u00e9dit rapide et bien document\u00e9 est souvent la r\u00e9solution la moins ch\u00e8re disponible, \u00e0 condition que le commer\u00e7ant se coordonne avec son processeur si un litige formel est d\u00e9j\u00e0 ouvert. <\/span> <\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<h2 dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 18pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Pourquoi les titulaires de carte ont-ils des droits de litige en premier lieu ?<\/span><\/h2>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Les titulaires de carte ont des droits de litige parce que la loi sur la protection des consommateurs et les r\u00e8gles du r\u00e9seau de cartes les cr\u00e9ent, et comprendre cette couche juridique explique pourquoi le processus de r\u00e9trofacturation est structur\u00e9 pour favoriser la r\u00e9clamation initiale du client. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Aux \u00c9tats-Unis, le R\u00e8glement Z d\u00e9finit ce qui constitue une erreur de facturation. Le <\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.consumerfinance.gov\/rules-policy\/regulations\/1026\/13\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">r\u00e8glement du CFPB sur la r\u00e9solution des erreurs de facturation<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> d\u00e9finit une erreur de facturation comme incluant un d\u00e9bit de carte de cr\u00e9dit pour des biens ou services que le consommateur n&rsquo;a pas accept\u00e9s ou qui n&rsquo;ont pas \u00e9t\u00e9 livr\u00e9s comme convenu. Cette cat\u00e9gorie est volontairement large. \u00ab Non livr\u00e9 comme convenu \u00bb couvre : <\/span><\/p>\n<ul style=\"margin-top: 0; margin-bottom: 0; padding-inline-start: 48px;\">\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Les exp\u00e9ditions tardives.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Les articles substitu\u00e9s.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Les services qui ne correspondaient pas \u00e0 ce qui avait \u00e9t\u00e9 promis.<\/span><\/p>\n<\/li>\n<\/ul>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Il y a une horloge c\u00f4t\u00e9 consommateur.<\/span> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Le <\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.consumerfinance.gov\/ask-cfpb\/how-do-i-dispute-a-charge-on-my-credit-card-bill-en-61\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">guide de litige de carte de cr\u00e9dit du Bureau de protection financi\u00e8re des consommateurs<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> exige que les consommateurs am\u00e9ricains envoient un avis \u00e9crit d&rsquo;erreur de facturation \u00e0 l&rsquo;\u00e9metteur de la carte dans les 60 jours calendaires exactement apr\u00e8s que le d\u00e9bit appara\u00eet sur le relev\u00e9 pour prot\u00e9ger leurs droits en vertu du Fair Credit Billing Act. Pour les commer\u00e7ants, cela explique le d\u00e9calage. Un litige arrivant deux mois apr\u00e8s une vente est normal, pas suspect. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Les cartes de d\u00e9bit suivent une voie distincte. The <\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.consumerfinance.gov\/ask-cfpb\/how-do-i-get-my-money-back-after-i-discover-an-unauthorized-transaction-or-money-missing-from-my-bank-account-en-1017\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">directives de l&rsquo;agence sur les transactions non autoris\u00e9es<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> exigent qu&rsquo;une banque ou une coop\u00e9rative de cr\u00e9dit enqu\u00eate sur une transaction \u00e9lectronique non autoris\u00e9e signal\u00e9e dans les 10 jours ouvrables, avec des d\u00e9lais de r\u00e9solution plus longs dans certaines circonstances. Les litiges concernant les cartes de d\u00e9bit et les transferts de fonds \u00e9lectroniques suivent un cadre am\u00e9ricain diff\u00e9rent de celui des litiges d&rsquo;erreurs de facturation de cartes de cr\u00e9dit, de sorte que les d\u00e9lais et les obligations auxquels les commer\u00e7ants sont confront\u00e9s varient selon le type de paiement. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Pour les commer\u00e7ants op\u00e9rant au Canada, ces r\u00e8gles am\u00e9ricaines ne sont pas directement transf\u00e9rables. Les droits de litige des consommateurs et les obligations d&rsquo;enqu\u00eate des banques varient selon le <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">type de paiement<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">, les <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">r\u00e8gles du r\u00e9seau de cartes<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> et la <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">juridiction<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">. Cet article est \u00e0 des fins \u00e9ducatives, non juridiques, et les questions sp\u00e9cifiques au Canada doivent \u00eatre adress\u00e9es \u00e0 un conseiller qualifi\u00e9. <\/span> <\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Une note sur le volume, soigneusement formul\u00e9e.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.americanexpress.com\/us\/merchant\/tpp\/manage-disputes.html\" target=\"_blank\" rel=\"noopener\"> La <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">page G\u00e9rer les litiges d&rsquo;American Express<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> confirme que moins de 0,030 % des transactions des titulaires de carte am\u00e9ricains en 2025 sont devenues des litiges parvenus aux commer\u00e7ants. Il s&rsquo;agit de donn\u00e9es sp\u00e9cifiques au r\u00e9seau pour une marque de carte dans un pays, et cela ne repr\u00e9sente pas un taux de r\u00e9trofacturation \u00e0 l&rsquo;\u00e9chelle de l&rsquo;industrie ni une r\u00e9f\u00e9rence pour une entreprise particuli\u00e8re. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<h2 dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 18pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Accepter, contester ou r\u00e9soudre : comparaison de vos trois options<\/span><\/h2>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Chaque litige de r\u00e9trofacturation tombe dans l&rsquo;une des trois cat\u00e9gories, et choisir la bonne rapidement prot\u00e8ge \u00e0 la fois la marge et les heures de personnel. Les trois options sont : <\/span><\/p>\n<ol style=\"margin-top: 0; margin-bottom: 0; padding-inline-start: 48px;\">\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Accepter la r\u00e9trofacturation.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">La contester par l&rsquo;interm\u00e9diaire d&rsquo;un processeur ou d&rsquo;un acqu\u00e9reur.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">R\u00e9soudre le probl\u00e8me du client avant qu&rsquo;il ne d\u00e9g\u00e9n\u00e8re en processus de r\u00e9seau formel.<\/span><\/p>\n<\/li>\n<\/ol>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">La d\u00e9cision d\u00e9pend g\u00e9n\u00e9ralement de deux variables :<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> si la r\u00e9clamation est factuellement valide et si le cas est d\u00e9j\u00e0 entr\u00e9 dans le processus formel de r\u00e9trofacturation. <\/span> <\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Si un client envoie un e-mail directement \u00e0 un commer\u00e7ant, ou si le commer\u00e7ant re\u00e7oit une demande d&rsquo;American Express, il est encore possible de r\u00e9soudre le probl\u00e8me directement. Une fois qu&rsquo;une r\u00e9trofacturation formelle existe et que le compte a \u00e9t\u00e9 d\u00e9bit\u00e9, les options r\u00e9alistes se limitent \u00e0 l&rsquo;accepter ou \u00e0 y r\u00e9pondre par l&rsquo;interm\u00e9diaire de l&rsquo;acqu\u00e9reur.<\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Le tableau ci-dessous met en correspondance les trois voies avec les dimensions pertinentes : ad\u00e9quation, action, documentation, degr\u00e9 de contr\u00f4labilit\u00e9 du r\u00e9sultat et risque principal dans chaque voie. Notez en particulier la colonne de contr\u00f4le. M\u00eame dans la voie de contestation, un commer\u00e7ant ne contr\u00f4le que la qualit\u00e9 et les d\u00e9lais. Le processus de l&rsquo;\u00e9metteur et du r\u00e9seau d\u00e9termine la suite des \u00e9v\u00e9nements.<\/span><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"><img decoding=\"async\" class=\"alignnone size-full wp-image-13825\" src=\"https:\/\/digitechpayments.com\/wp-content\/uploads\/2026\/10\/Can-a-Merchant-Refuse-a-Chargeback-What-Happens-After-a-Customer-Disputes-a-Payment-Supporting-Infographic-02.png\" alt=\"Infographie pr\u00e9sentant un guide de gestion des r\u00e9trofacturations avec trois strat\u00e9gies distinctes pour les commer\u00e7ants : accepter, contester ou r\u00e9soudre.\" width=\"2240\" height=\"1260\" srcset=\"https:\/\/digitechpayments.com\/wp-content\/uploads\/2026\/10\/Can-a-Merchant-Refuse-a-Chargeback-What-Happens-After-a-Customer-Disputes-a-Payment-Supporting-Infographic-02.png 2240w, https:\/\/digitechpayments.com\/wp-content\/uploads\/2026\/10\/Can-a-Merchant-Refuse-a-Chargeback-What-Happens-After-a-Customer-Disputes-a-Payment-Supporting-Infographic-02-300x169.png 300w, https:\/\/digitechpayments.com\/wp-content\/uploads\/2026\/10\/Can-a-Merchant-Refuse-a-Chargeback-What-Happens-After-a-Customer-Disputes-a-Payment-Supporting-Infographic-02-1024x576.png 1024w, https:\/\/digitechpayments.com\/wp-content\/uploads\/2026\/10\/Can-a-Merchant-Refuse-a-Chargeback-What-Happens-After-a-Customer-Disputes-a-Payment-Supporting-Infographic-02-768x432.png 768w, https:\/\/digitechpayments.com\/wp-content\/uploads\/2026\/10\/Can-a-Merchant-Refuse-a-Chargeback-What-Happens-After-a-Customer-Disputes-a-Payment-Supporting-Infographic-02-1536x864.png 1536w, https:\/\/digitechpayments.com\/wp-content\/uploads\/2026\/10\/Can-a-Merchant-Refuse-a-Chargeback-What-Happens-After-a-Customer-Disputes-a-Payment-Supporting-Infographic-02-2048x1152.png 2048w\" sizes=\"(max-width: 2240px) 100vw, 2240px\" \/><\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<div dir=\"ltr\" style=\"margin-left: 0pt;\" align=\"left\">\n<table style=\"border: none; border-collapse: collapse;\">\n<colgroup>\n<col width=\"156\">\n<col width=\"156\">\n<col width=\"156\">\n<col width=\"156\"><\/colgroup>\n<thead>\n<tr style=\"height: 0pt;\">\n<th style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\" scope=\"col\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Dimension<\/span><\/p>\n<\/th>\n<th style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\" scope=\"col\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Accepter la r\u00e9trofacturation<\/span><\/p>\n<\/th>\n<th style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\" scope=\"col\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Contester via le processeur\/acqu\u00e9reur<\/span><\/p>\n<\/th>\n<th style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\" scope=\"col\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">R\u00e9soudre avant l&rsquo;escalade<\/span><\/p>\n<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr style=\"height: 0pt;\">\n<td style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Meilleure ad\u00e9quation<\/span><\/p>\n<\/td>\n<td style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Le litige est valide, la transaction ne peut \u00eatre document\u00e9e ou le probl\u00e8me ne peut \u00eatre r\u00e9solu<\/span><\/p>\n<\/td>\n<td style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Le litige semble invalide, ou la transaction a \u00e9t\u00e9 autoris\u00e9e, ex\u00e9cut\u00e9e, rembours\u00e9e ou mal class\u00e9e<\/span><\/p>\n<\/td>\n<td style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Le client contacte directement le commer\u00e7ant, ou le commer\u00e7ant re\u00e7oit une demande ou une opportunit\u00e9 de pr\u00e9-litige<\/span><\/p>\n<\/td>\n<\/tr>\n<tr style=\"height: 0pt;\">\n<td style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Votre action<\/span><\/p>\n<\/td>\n<td style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Accepter et se concentrer sur la correction de la cause op\u00e9rationnelle<\/span><\/p>\n<\/td>\n<td style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Soumettre un dossier de preuves concis et sp\u00e9cifique \u00e0 la raison avant la date limite indiqu\u00e9e<\/span><\/p>\n<\/td>\n<td style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Communiquer rapidement, enqu\u00eater sur la commande, \u00e9mettre un cr\u00e9dit ou un recours appropri\u00e9<\/span><\/p>\n<\/td>\n<\/tr>\n<tr style=\"height: 0pt;\">\n<td style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Documentation utile<\/span><\/p>\n<\/td>\n<td style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Registres internes pour l&rsquo;analyse des causes profondes<\/span><\/p>\n<\/td>\n<td style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Enregistrement de commande, re\u00e7u, acceptation de la politique, preuve de livraison ou de ramassage, preuve de remboursement, messages client, registres d&rsquo;utilisation<\/span><\/p>\n<\/td>\n<td style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Correspondance client, historique des commandes, registres d&rsquo;annulation, preuve du recours offert<\/span><\/p>\n<\/td>\n<\/tr>\n<tr style=\"height: 0pt;\">\n<td style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Contr\u00f4le du r\u00e9sultat<\/span><\/p>\n<\/td>\n<td style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Le commer\u00e7ant choisit de ne pas contester, mais le traitement du compte suit l&rsquo;accord du commer\u00e7ant<\/span><\/p>\n<\/td>\n<td style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Le commer\u00e7ant contr\u00f4le la qualit\u00e9 et les d\u00e9lais ; le processus de l&rsquo;\u00e9metteur et du r\u00e9seau d\u00e9termine le r\u00e9sultat<\/span><\/p>\n<\/td>\n<td style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Le commer\u00e7ant peut enti\u00e8rement pr\u00e9venir un litige \u00e9vitable<\/span><\/p>\n<\/td>\n<\/tr>\n<tr style=\"height: 0pt;\">\n<td style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Risque cl\u00e9<\/span><\/p>\n<\/td>\n<td style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Perte de la transaction plus les biens ou services d\u00e9j\u00e0 fournis<\/span><\/p>\n<\/td>\n<td style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Une documentation faible, tardive, illisible ou non pertinente ne r\u00e9pond pas \u00e0 la r\u00e9clamation<\/span><\/p>\n<\/td>\n<td style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">L&rsquo;\u00e9mission d&rsquo;un cr\u00e9dit sans v\u00e9rifier le statut du litige cr\u00e9e de la confusion ; coordonner avec le processeur<\/span><\/p>\n<\/td>\n<\/tr>\n<tr style=\"height: 0pt;\">\n<td style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Support principal<\/span><\/p>\n<\/td>\n<td style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Visa : un commer\u00e7ant qui ne peut pas r\u00e9soudre un litige supporte la perte<\/span><\/p>\n<\/td>\n<td style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Visa et Mastercard d\u00e9crivent les r\u00e9ponses aux preuves et la seconde pr\u00e9sentation<\/span><\/p>\n<\/td>\n<td style=\"vertical-align: top; overflow: hidden; overflow-wrap: break-word; border: solid #000000 1pt;\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Visa conseille une r\u00e9solution directe rapide ; Amex d\u00e9crit les r\u00e9ponses au stade de l&rsquo;enqu\u00eate<\/span><\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<h2 dir=\"ltr\" style=\"line-height: 1.2; margin-top: 11.25pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 18pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Une liste de contr\u00f4le en 12 \u00e9tapes pour la r\u00e9ponse aux r\u00e9trofacturations<\/span><\/h2>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Utilisez cette s\u00e9quence chaque fois qu&rsquo;une notification de litige arrive. Travailler dans l&rsquo;ordre \u00e9vite de passer des heures sur un cas qui aurait d\u00fb \u00eatre accept\u00e9 d\u00e8s la troisi\u00e8me minute.<\/span><\/p>\n<ol style=\"margin-top: 0; margin-bottom: 0; padding-inline-start: 48px;\">\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre; margin-left: -6pt;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Confirmez la nature exacte de la notification.<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> D\u00e9terminez si la notification est une plainte client, une demande de renseignement ou de pr\u00e9-litige, ou une notification formelle de r\u00e9trofacturation.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.americanexpress.com\/content\/dam\/amex\/us\/merchant\/pdf\/tpp\/manage-disputes\/Understanding_the_Disputes_Process.pdf?v=0\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">American Expres<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #1155cc; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">s<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> distingue les demandes de renseignements des r\u00e9trofacturations directes, et le chemin de r\u00e9ponse diff\u00e8re pour chacune. Une mauvaise interpr\u00e9tation au d\u00e9but fait perdre les heures les plus pr\u00e9cieuses disponibles. <\/span> <\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre; margin-left: -6pt;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Lisez la raison du litige avant de toucher un seul document.<\/span> <a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> d\u00e9finit quatre cat\u00e9gories : fraude, autorisation, erreurs de traitement et litiges de consommation, chacune n\u00e9cessitant une r\u00e9ponse factuelle diff\u00e9rente. Rassembler des documents avant de comprendre l&rsquo;all\u00e9gation produit un gros dossier qui passe compl\u00e8tement \u00e0 c\u00f4t\u00e9 de l&rsquo;essentiel. <\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre; margin-left: -6pt;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Enregistrez imm\u00e9diatement la date limite de r\u00e9ponse du fournisseur.<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> Les d\u00e9lais varient selon le r\u00e9seau, le type de litige, la g\u00e9ographie, l&rsquo;acqu\u00e9reur et le flux de travail du processeur. Il n&rsquo;y a pas de chiffre universel, et toute source en citant un fait des suppositions. Le processeur est la source op\u00e9rationnelle de v\u00e9rit\u00e9. \u00c9crivez la date quelque part de visible et travaillez \u00e0 rebours \u00e0 partir de celle-ci.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre; margin-left: -6pt;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Extrayez l&rsquo;enregistrement complet de la transaction originale.<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> Localisez le num\u00e9ro de commande, les d\u00e9tails d&rsquo;autorisation, le re\u00e7u ou la facture, la date de paiement, le statut d&rsquo;ex\u00e9cution, les coordonn\u00e9es du client et tout historique de support ant\u00e9rieur. Rassembler cela en un seul endroit montre en quelques minutes si le litige de r\u00e9trofacturation est d\u00e9fendable. <\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre; margin-left: -6pt;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">V\u00e9rifiez si un remboursement, une annulation, un remplacement ou une r\u00e9paration a d\u00e9j\u00e0 eu lieu.<\/span> <a style=\"text-decoration: none;\" href=\"https:\/\/www.mastercard.us\/content\/dam\/public\/mastercardcom\/na\/global-site\/documents\/chargeback-guide.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Mastercard<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> autorise une seconde pr\u00e9sentation lorsque les biens ont \u00e9t\u00e9 r\u00e9par\u00e9s, remplac\u00e9s, livr\u00e9s ou fournis comme convenu, ou lorsqu&rsquo;un remboursement a \u00e9t\u00e9 pr\u00e9c\u00e9demment \u00e9mis. Un cr\u00e9dit ant\u00e9rieur document\u00e9 r\u00e9sout fr\u00e9quemment la question sans autre argument. <\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre; margin-left: -6pt;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Choisissez une voie : accepter, contester ou r\u00e9soudre.<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> Acceptez lorsque la r\u00e9clamation est valide ou ne peut \u00eatre r\u00e9solue. Contestez uniquement lorsque la documentation r\u00e9pond directement \u00e0 la r\u00e9clamation \u00e9nonc\u00e9e. R\u00e9solvez directement lorsque l&rsquo;affaire n&rsquo;a pas encore d\u00e9g\u00e9n\u00e9r\u00e9 et qu&rsquo;un recours client est appropri\u00e9. Prenez cette d\u00e9cision d\u00e9lib\u00e9r\u00e9ment plut\u00f4t que par d\u00e9faut.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre; margin-left: -6pt;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Faites correspondre chaque pi\u00e8ce de preuve \u00e0 son code de raison, \u00e9l\u00e9ment par \u00e9l\u00e9ment.<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> La preuve de livraison r\u00e9pond aux r\u00e9clamations de non-r\u00e9ception. La preuve de remboursement r\u00e9pond aux r\u00e9clamations de cr\u00e9dit non trait\u00e9. L&rsquo;acceptation de la politique r\u00e9pond aux litiges d&rsquo;annulation. Les preuves de compte et d&rsquo;utilisation s&rsquo;appliquent aux ventes num\u00e9riques sans carte pr\u00e9sente. Les preuves qui ne traitent pas l&rsquo;all\u00e9gation \u00e9nonc\u00e9e n&rsquo;ont aucun poids.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre; margin-left: -6pt;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">R\u00e9digez une br\u00e8ve explication du commer\u00e7ant.<\/span> <a style=\"text-decoration: none;\" href=\"https:\/\/www.mastercard.us\/content\/dam\/public\/mastercardcom\/na\/global-site\/documents\/chargeback-guide.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Mastercard<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> exige que le commer\u00e7ant fournisse une explication r\u00e9pondant \u00e0 la r\u00e9clamation dans les situations pertinentes. Quelques phrases claires d\u00e9crivant ce qui s&rsquo;est pass\u00e9 et renvoyant \u00e0 la pi\u00e8ce justificative pertinente l&#8217;emportent toujours sur un lot de pi\u00e8ces jointes non structur\u00e9es. <\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre; margin-left: -6pt;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">V\u00e9rifiez chaque document pour la lisibilit\u00e9 et la langue.<\/span> <a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> exige que la documentation soit lisible et en anglais, ou accompagn\u00e9e d&rsquo;une traduction en anglais. Num\u00e9risez \u00e0 pleine r\u00e9solution, confirmez que les dates et les montants sont lisibles, et supprimez tout ce qui ne soutient pas l&rsquo;argument sp\u00e9cifique. <\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre; margin-left: -6pt;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Prot\u00e9gez les donn\u00e9es de paiement lors de l&rsquo;assemblage des dossiers.<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> Le <\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.pcisecuritystandards.org\/faqs\/1319\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">PCI Security Standards Council<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> interdit strictement le stockage des codes ou valeurs de v\u00e9rification de carte apr\u00e8s l&rsquo;autorisation, m\u00eame crypt\u00e9s. Ne jamais inclure les donn\u00e9es CVV, CVC ou CID dans un dossier de preuves. R\u00e9digez toute information sensible non requise et confirmez que la m\u00e9thode de partage de fichiers est s\u00e9curis\u00e9e. <\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre; margin-left: -6pt;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Soumettez via le processeur ou l&rsquo;acqu\u00e9reur et conservez une preuve de soumission.<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> L&rsquo;acqu\u00e9reur est la voie normale vers le processus officiel de r\u00e9trofacturation, et non une ligne directe vers l&rsquo;\u00e9metteur. Enregistrez les horodatages, les num\u00e9ros de confirmation et les copies de tout ce qui a \u00e9t\u00e9 soumis, puis planifiez un suivi si aucune r\u00e9ponse n&rsquo;est arriv\u00e9e. <\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: decimal; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre; margin-left: -6pt;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Utilisez le r\u00e9sultat pour am\u00e9liorer la pr\u00e9vention.<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> Examinez si le litige est d\u00fb \u00e0 un descripteur de facturation peu clair, \u00e0 une demande d&rsquo;annulation manqu\u00e9e, \u00e0 une preuve de livraison faible, \u00e0 une politique non divulgu\u00e9e, \u00e0 un retard d&rsquo;ex\u00e9cution ou \u00e0 une mauvaise conservation des dossiers.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> souligne que de nombreux litiges proviennent d&rsquo;erreurs \u00e9vitables et qu&rsquo;une r\u00e9solution rapide et directe pr\u00e9vient les litiges inutiles. <\/span> <\/p>\n<\/li>\n<\/ol>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<h2 dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 18pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Vos prochaines \u00e9tapes pour la gestion des r\u00e9trofacturations. <\/span><\/h2>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Les r\u00e9trofacturations sont un processus, pas un verdict. Un titulaire de carte a toujours le droit de d\u00e9poser une r\u00e9clamation ; l&rsquo;\u00e9metteur d\u00e9cide toujours en premier ; et un compte est d\u00e9bit\u00e9 avant que quiconque n&rsquo;entende la version du commer\u00e7ant. Mettre en place une protection fiable contre les r\u00e9trofacturations revient \u00e0 contr\u00f4ler quelques variables cl\u00e9s :  <\/span><\/p>\n<ul style=\"margin-top: 0; margin-bottom: 0; padding-inline-start: 48px;\">\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Descripteurs de facturation reconnaissables.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Politiques clairement divulgu\u00e9es.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Registres d&rsquo;acceptation horodat\u00e9s.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Preuve de livraison et de ramassage correspondant directement \u00e0 la commande.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Un flux de travail interne qui permet d&rsquo;envoyer un dossier de preuves avant la date limite fix\u00e9e par le processeur.<\/span><\/p>\n<\/li>\n<\/ul>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">C&rsquo;est sur ce dernier point qu&rsquo;une relation avec un processeur prend tout son sens. Les litiges, les sch\u00e9mas de fraude et les retards de financement ne respectent pas les heures ouvrables, et les commer\u00e7ants d\u00e9couvrent rapidement si leur fournisseur r\u00e9pond r\u00e9ellement. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\"><a style=\"text-decoration: none;\" href=\"https:\/\/digitechpayments.com\/fr\/\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">DigitechPaiements<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> a pass\u00e9 <\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">15 ans<\/span><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> \u00e0 soutenir divers commer\u00e7ants \u00e0 travers le Canada et les \u00c9tats-Unis, en magasin et en ligne. Nous avons une note de 4,4 sur 5 sur plus de 1 000 avis parce que nous r\u00e9pondons r\u00e9ellement au t\u00e9l\u00e9phone. <\/span> <\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">En mati\u00e8re de prix, nous restons transparents et personnalis\u00e9s, n\u00e9goci\u00e9s en fonction du volume et du type de transaction plut\u00f4t qu&rsquo;un chiffre d&rsquo;appel qui change plus tard. Si vous souhaitez un partenaire qui clarifie votre accord de traitement et se bat pour vous, parlons-en.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/digitechpayments.com\/fr\/contactez-nous\/\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Contactez notre \u00e9quipe d\u00e8s aujourd&rsquo;hui<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> pour un devis personnalis\u00e9 ou une aide imm\u00e9diate concernant un litige actuellement sur votre compte. <\/span> <\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<h2 dir=\"ltr\" style=\"line-height: 1.2; margin-top: 11.25pt; margin-bottom: 12pt;\"><span style=\"font-size: 18pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Questions fr\u00e9quemment pos\u00e9es<\/span><\/h2>\n<h3 dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 12pt;\"><span style=\"font-size: 13.999999999999998pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">1. Comment contester une r\u00e9trofacturation et gagner ?<\/span><\/h3>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 12pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Contester une r\u00e9trofacturation signifie soumettre une r\u00e9ponse rapide et sp\u00e9cifique \u00e0 la raison via un processeur ou un acqu\u00e9reur, accompagn\u00e9e de documents qui r\u00e9pondent directement \u00e0 l&rsquo;all\u00e9gation \u00e9nonc\u00e9e par le titulaire de carte.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.mastercard.us\/content\/dam\/public\/mastercardcom\/na\/global-site\/documents\/chargeback-guide.pdf\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Mastercard<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> autorise une seconde pr\u00e9sentation dans des situations sp\u00e9cifiques, notamment lorsque les biens ont \u00e9t\u00e9 livr\u00e9s comme convenu, qu&rsquo;un remboursement a d\u00e9j\u00e0 \u00e9t\u00e9 \u00e9mis ou que la r\u00e9trofacturation \u00e9tait invalide.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> pr\u00e9cise, cependant, que des preuves irr\u00e9futables n&rsquo;obligent pas l&rsquo;\u00e9metteur ou toute autre partie \u00e0 statuer en faveur du commer\u00e7ant. Des preuves solides am\u00e9liorent la position ; elles ne garantissent jamais une victoire, et tout fournisseur promettant le contraire survend. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<h3 dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 12pt;\"><span style=\"font-size: 13.999999999999998pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">2. De quelle documentation ai-je besoin pour contester une r\u00e9trofacturation ?<\/span><\/h3>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 12pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">La documentation n\u00e9cessaire pour annuler avec succ\u00e8s une r\u00e9trofacturation par carte de cr\u00e9dit d\u00e9pend enti\u00e8rement du code de raison. <\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> indique qu&rsquo;une r\u00e9clamation pour marchandise non re\u00e7ue est trait\u00e9e avec la preuve que le titulaire de carte ou une personne autoris\u00e9e a re\u00e7u les biens comme convenu, tandis qu&rsquo;une r\u00e9clamation pour remboursement manquant est trait\u00e9e avec des preuves montrant le montant et la date \u00e0 laquelle le cr\u00e9dit a \u00e9t\u00e9 soumis.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.mastercard.us\/content\/dam\/public\/mastercardcom\/na\/global-site\/documents\/chargeback-guide.pdf\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Mastercard<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> exige une documentation prouvant que les biens ont \u00e9t\u00e9 livr\u00e9s tels que d\u00e9crits, non endommag\u00e9s et non d\u00e9fectueux, y compris un accus\u00e9 de r\u00e9ception sign\u00e9 par le titulaire de carte. Tout le mat\u00e9riel doit \u00eatre lisible et en anglais ou traduit en anglais, et il ne doit jamais inclure de codes de v\u00e9rification de carte stock\u00e9s. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<h3 dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 12pt;\"><span style=\"font-size: 13.999999999999998pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">3. Combien de temps ai-je pour r\u00e9pondre \u00e0 une r\u00e9trofacturation ?<\/span><\/h3>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 12pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Il n&rsquo;y a pas de date limite de r\u00e9ponse universelle, et consid\u00e9rer un seul chiffre comme standard est une erreur. Les d\u00e9lais de r\u00e9ponse varient selon le r\u00e9seau de cartes, le type de litige, la g\u00e9ographie, l&rsquo;acqu\u00e9reur et le flux de travail du processeur. Le processeur ou la banque acqu\u00e9reuse est la source pratique pour la date limite, les r\u00e8gles de r\u00e9seau applicables et la m\u00e9thode de soumission pour un cas sp\u00e9cifique. Enregistrer cette date d\u00e8s l&rsquo;arriv\u00e9e de la notification est important.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.mastercard.us\/content\/dam\/public\/mastercardcom\/na\/global-site\/documents\/chargeback-guide.pdf\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Mastercard<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> stipule que les documents justificatifs soumis \u00e0 la date ou apr\u00e8s le d\u00e9p\u00f4t d&rsquo;une pr\u00e9-arbitrage ou d&rsquo;une arbitrage sont compl\u00e8tement exclus de sa d\u00e9cision, donc une soumission pr\u00e9coce et compl\u00e8te l&#8217;emporte sur une soumission tardive et approfondie. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<h3 dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 12pt;\"><span style=\"font-size: 13.999999999999998pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">4. Comment g\u00e9rer un client qui conteste un paiement ?<\/span><\/h3>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 12pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Bien g\u00e9rer la situation signifie r\u00e9pondre rapidement et factuellement avant que l&rsquo;affaire n&rsquo;escalade vers le processus formel de r\u00e9trofacturation.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> conseille une r\u00e9solution rapide et directe, et<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.americanexpress.com\/content\/dam\/amex\/us\/merchant\/pdf\/tpp\/manage-disputes\/Understanding_the_Disputes_Process.pdf?v=0\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">American Express<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> d\u00e9taille les r\u00e9ponses au stade de l&rsquo;enqu\u00eate dans lesquelles la fourniture de documents ou l&rsquo;\u00e9mission d&rsquo;un cr\u00e9dit r\u00e9sout le cas sans qu&rsquo;une r\u00e9trofacturation ne soit jamais cr\u00e9\u00e9e. Enqu\u00eater sur la commande, confirmer ce qui a \u00e9t\u00e9 livr\u00e9 et quand, et \u00e9mettre un cr\u00e9dit si cela est justifi\u00e9 sont les premi\u00e8res \u00e9tapes appropri\u00e9es. Une mise en garde : si un litige formel est d\u00e9j\u00e0 ouvert, coordonnez-vous avec le processeur avant d&rsquo;\u00e9mettre un remboursement, car un cr\u00e9dit non coordonn\u00e9 cr\u00e9e une confusion op\u00e9rationnelle. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<h3 dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 12pt;\"><span style=\"font-size: 13.999999999999998pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">5. Que se passe-t-il si mon taux de r\u00e9trofacturation est trop \u00e9lev\u00e9 ?<\/span><\/h3>\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Un volume \u00e9lev\u00e9 de litiges affecte la mani\u00e8re dont un acqu\u00e9reur traite un compte, et<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Visa<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> sp\u00e9cifie que l&rsquo;accord du commer\u00e7ant d\u00e9finit l&rsquo;\u00e9tendue compl\u00e8te de la responsabilit\u00e9 financi\u00e8re et administrative d&rsquo;un commer\u00e7ant pour les litiges, y compris les d\u00e9bits de compte et le traitement des r\u00e9serves. Cela fait de l&rsquo;accord de traitement le document \u00e0 lire, et non une r\u00e9f\u00e9rence g\u00e9n\u00e9rique en ligne.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.americanexpress.com\/us\/merchant\/tpp\/manage-disputes.html\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">American Express<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> confirme que moins de 0,030 % des transactions des titulaires de carte am\u00e9ricains en 2025 ont donn\u00e9 lieu \u00e0 des litiges atteignant les commer\u00e7ants, mais il s&rsquo;agit de donn\u00e9es sp\u00e9cifiques au r\u00e9seau, et non d&rsquo;une norme industrielle. Les commer\u00e7ants dont le volume de litiges augmente devraient<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/digitechpayments.com\/fr\/contactez-nous\/\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">nous contacter<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> pour examiner ce que leur accord dit r\u00e9ellement et pour trouver une configuration de traitement plus durable. <\/span><\/p>\n<p><b style=\"font-weight: normal;\"> <\/b><\/p>\n<h2 dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 11.25pt;\"><span style=\"font-size: 18pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">R\u00e9f\u00e9rences<\/span><\/h2>\n<p>&nbsp;<\/p>\n<ul style=\"margin-top: 0; margin-bottom: 0; padding-inline-start: 48px;\">\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 12pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">American Express.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.americanexpress.com\/us\/merchant\/tpp\/manage-disputes.html\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: italic; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">G\u00e9rer les litiges<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">. 2025.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">American Express.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.americanexpress.com\/content\/dam\/amex\/us\/merchant\/pdf\/tpp\/manage-disputes\/Understanding_the_Disputes_Process.pdf?v=0\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: italic; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Comprendre le processus de litige<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">. 2022.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Consumer Financial Protection Bureau (CFPB).<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.consumerfinance.gov\/ask-cfpb\/how-do-i-get-my-money-back-after-i-discover-an-unauthorized-transaction-or-money-missing-from-my-bank-account-en-1017\/\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: italic; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Comment r\u00e9cup\u00e9rer mon argent apr\u00e8s avoir d\u00e9couvert une transaction non autoris\u00e9e ?<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> 2026.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Consumer Financial Protection Bureau (CFPB).<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.consumerfinance.gov\/consumer-tools\/credit-cards\/how-to-fix-mistakes-in-your-credit-card-bill\/\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: italic; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Comment corriger les erreurs sur votre facture de carte de cr\u00e9dit<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">. 2025.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Consumer Financial Protection Bureau (CFPB).<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.consumerfinance.gov\/ask-cfpb\/how-do-i-dispute-a-charge-on-my-credit-card-bill-en-61\/\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: italic; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Comment contester un d\u00e9bit sur ma facture de carte de cr\u00e9dit ?<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> 2024.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Consumer Financial Protection Bureau (CFPB).<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.consumerfinance.gov\/rules-policy\/regulations\/1026\/13\/\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: italic; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">12 CFR \u00a7 1026.13 R\u00e9solution des erreurs de facturation<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">. s.d.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Mastercard.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.mastercard.us\/content\/dam\/public\/mastercardcom\/na\/global-site\/documents\/chargeback-guide.pdf\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: italic; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Guide des r\u00e9trofacturations<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">. 2025.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">PCI Security Standards Council (PCI SSC).<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.pcisecuritystandards.org\/faqs\/1319\/\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: italic; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">FAQ sur le stockage des codes ou valeurs de v\u00e9rification de carte<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">. s.d.-a.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">PCI Security Standards Council (PCI SSC).<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/www.pcisecuritystandards.org\/faqs\/does-pci-dss-apply-to-merchants-who-outsource-all-payment-processing-operations-and-never-store-process-or-transmit-cardholder-data\/\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: italic; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Le PCI DSS s&rsquo;applique-t-il aux commer\u00e7ants qui externalisent toutes les op\u00e9rations de traitement des paiements ?<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\"> s.d.-b.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Visa.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/global\/support-legal\/documents\/merchants-dispute-management-guidelines.pdf\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: italic; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Directives de gestion des litiges pour les commer\u00e7ants<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">. 2024.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 0pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Visa.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/content\/dam\/VCOM\/regional\/na\/us\/support-legal\/documents\/compelling-evidence-3.0-merchant-readiness-mar2023.pdf\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: italic; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Pr\u00e9paration des commer\u00e7ants \u00e0 la preuve irr\u00e9futable 3.0<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">. 2023.<\/span><\/p>\n<\/li>\n<li dir=\"ltr\" style=\"list-style-type: disc; font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;\" aria-level=\"1\">\n<p dir=\"ltr\" style=\"line-height: 1.2; margin-top: 0pt; margin-bottom: 12pt;\" role=\"presentation\"><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Visa.<\/span><a style=\"text-decoration: none;\" href=\"https:\/\/usa.visa.com\/solutions\/post-purchase-solutions\/merchants.html\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #0000ee; background-color: transparent; font-weight: 400; font-style: italic; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;\">Solutions post-achat pour les commer\u00e7ants<\/span><\/a><span style=\"font-size: 11pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">. s.d.<\/span><\/p>\n<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>L\u2019essentiel en bref Un commer\u00e7ant ne peut pas emp\u00eacher un titulaire de carte de d\u00e9poser un litige, mais les directives de Visa pour la gestion des litiges des commer\u00e7ants exigent que le commer\u00e7ant accepte ou rejette le litige apr\u00e8s que le processeur l&rsquo;ait transmis, la r\u00e9ponse \u00e9tant achemin\u00e9e via l&rsquo;acqu\u00e9reur. Les directives de Visa en [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":13836,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[64,59],"tags":[],"class_list":["post-13835","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-services-de-paiement","category-solutions-de-paiement"],"_links":{"self":[{"href":"https:\/\/digitechpayments.com\/fr\/wp-json\/wp\/v2\/posts\/13835","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/digitechpayments.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/digitechpayments.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/digitechpayments.com\/fr\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/digitechpayments.com\/fr\/wp-json\/wp\/v2\/comments?post=13835"}],"version-history":[{"count":0,"href":"https:\/\/digitechpayments.com\/fr\/wp-json\/wp\/v2\/posts\/13835\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/digitechpayments.com\/fr\/wp-json\/wp\/v2\/media\/13836"}],"wp:attachment":[{"href":"https:\/\/digitechpayments.com\/fr\/wp-json\/wp\/v2\/media?parent=13835"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/digitechpayments.com\/fr\/wp-json\/wp\/v2\/categories?post=13835"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/digitechpayments.com\/fr\/wp-json\/wp\/v2\/tags?post=13835"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}