Question unrelated to consulting. Curious to know how do credit card disputes work. If the merchant declines a dispute, can the credit card company still reimburse the customer? I am going through a dispute with a merchant and I was wondering how far can the credit card company “protect” me and reimburse me if the merchant continues to decline the dispute.

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Yes. If the merchant wants to contest the dispute they’ll provide the card issuer with evidence.

The issuer will make the final call. Either:
1) in your favour
2) in the merchant’s favour
3) sharing responsibility (partial adjustment)

If you don’t like the card issuer’s decisions (e.g., TD) you can escalate to the network (e.g., Visa). But be prepared to show how they weren’t operating in accordance with the network rules.

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That’s correct. In large, the cardholder agreement is set at the product level (by visa) - for something like the Infinite Privilege.

Assuming this is for the hotel charge. You can check your cardholder agreement but there might not be any recourse here.

So you open up the 920 page PDF of Visa Core Rules. Go to dispute conditions (likely 13.3) and argue with TD/Visa that the services were not received or the merchant failed to honour the agreement.

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