11.1 – Card Recovery Bulletin

DESCRIPTION

Why did I receive a chargeback with reason code 11.1?

You received this chargeback because the transaction was below your floor limit, and you didn’t request authorisation. Since the authorisation process wasn’t used, you didn’t realize the account number was listed in the Card Recovery Bulletin and the transaction should have been terminated.

NOTE

According to Visa’s manual, this information is only valid until October 23, 2026.

CLASSIFICATION

How does Visa classify this dispute?

Visa groups its reason codes into four categories: fraud, authorisation errors, processing errors, and consumer disputes.

Reason codes that start with 11 are considered authorisation errors.

ISSUER TIME LIMIT

How long can the issuer wait to file an 11.1 chargeback?

The maximum amount of time that can pass between the transaction processing date and the dispute processing date is 75 calendar days.

VALIDITY

What would make a Visa 11.1 chargeback invalid?

An issuer is not allowed to use reason code 11.1 if any of the following characteristics are applicable:

• The transaction was an ATM cash disbursement.
• The transaction was a mobile push payment.
• The transaction was completed at a contactless-only acceptance device.
• The transaction occurred at a chip-reading device and qualifies for the EMV liability shift.

SUPPORTING DOCUMENTS

Can I fight a chargeback with reason code 11.1?

Yes. You can fight a chargeback with this reason code as long as you have at least one of the following:

• Evidence that the chargeback is invalid. (Note: Your acquirer’s technology should catch these errors and automatically respond on your behalf. If your acquirer doesn’t automatically respond and you receive a chargeback notice, you can challenge the chargeback yourself.)
• Evidence that you issued a credit or reversal to the cardholder’s account before the chargeback was filed.

If the transaction was for a car rental, cruise, or lodging — where multiple authorisations were obtained — there are additional supporting document options. You can provide proof that the account number was not listed on the Card Recovery Bulletin on the applicable date:

• The check-in date for a lodging merchant
• The vehicle rental date for a car rental merchant
• The embarkation date for a cruise line merchant

WORKFLOW

What process do I use to respond to a chargeback with reason code 11.1?

Visa reason code 11.1 is managed with the allocation workflow.

If you want to respond to a chargeback with this reason code, you’ll use the pre-arbitration process. Write a chargeback rebuttal letter, collect documents that support your case, and submit your complete package for review.

ACQUIRER TIME LIMIT

How quickly do I need to file a chargeback response?

Your acquirer must submit your chargeback response within 30 calendar days of the chargeback filing date.

Note: This is the acquirer time limit. The amount of time you, the merchant, have to prepare and submit your response will be much less. Usually, merchant time limits are about 3-20 days. Make sure you know how much time your acquirer allows.

PREVENT

How can I avoid Visa 11.1 chargebacks in the future?

Here are steps you can take to avoid reason code 11.1 chargebacks in the future.

• Always send an authorisation request before processing a transaction — regardless of your floor limit.
• If you process transactions with multiple authorisations, make sure you fully understand Visa’s rules and regulations.

To learn more about the authorisation process, check our detailed guide.