Visa credit card dispute when merchant offering vouchers

Haha. Yes in theory. Although really more accurately I think it means ‘we haven’t made a decision on liability but are trying to resolve this for you’.

After all, I work in customer care and it’s not our remit to decide on liability, it’s our job to try and reach a satisfactory resolution. Should that fail and it ends up going further, to court say (rare but I deal with a lot of high value transactions and it happens), it’s the legal department’s job to defend the company on liability and they won’t be very happy if a customer care person has already basically admitted liability by offering ‘compensation’.