Merchant reference

Chargeback Reason Codes: A Merchant Reference

When a dispute arrives, the reason code tells you what the issuer is actually claiming and which records belong in your response. This reference lists publicly documented Visa, Mastercard, American Express and Discover codes, grouped by dispute category, with the kinds of evidence generally requested for each.

Reason codes and network rules change over time. Always follow the code and deadline printed on the notice from your acquirer or processor.

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Showing 71 of 71 reason codes.

Card network chargeback reason codes, dispute categories and the records generally requested in a merchant response
Network / code	What it means	Category	Records usually requested
10.1Visa	EMV Liability Shift Counterfeit FraudA counterfeit card was used at a terminal that did not read the chip.	Fraud	Terminal capability and chip-read data from the transaction record; evidence the chip was read where available.
10.2Visa	EMV Liability Shift Non-Counterfeit FraudA lost or stolen card was used without the cardholder-verification method the card supports.	Fraud	Terminal capability records and the verification method captured at the point of sale.
10.3Visa	Other Fraud — Card Present EnvironmentThe cardholder denies participating in an in-person transaction.	Fraud	Signed or PIN-verified receipt, terminal read method, prior undisputed transaction history with the same card.
10.4Visa	Other Fraud — Card Absent EnvironmentThe cardholder denies making a keyed, online or phone transaction.	Fraud	AVS and CVV results, authentication data if used, IP and device details, delivery or pickup proof, order and communication records.
10.5Visa	Visa Fraud Monitoring ProgramThe transaction was identified under Visa's fraud monitoring program.	Fraud	Program notices are handled with your processor's risk team; underlying transaction records still apply.
11.1Visa	Card Recovery BulletinThe transaction was completed without authorization while the account appeared on a recovery bulletin.	Authorization	Authorization records from your processor showing an approval for the amount settled.
11.2Visa	Declined AuthorizationThe transaction was completed after an authorization request was declined.	Authorization	Authorization log for the transaction, including any subsequent approval.
11.3Visa	No AuthorizationNo authorization request was obtained for the transaction.	Authorization	Approval code and authorization record tied to the settled amount.
12.1Visa	Late PresentmentThe transaction was settled outside the presentment window.	Processing error	Batch and settlement records showing when the transaction was submitted.
12.2Visa	Incorrect Transaction CodeA credit was processed as a sale, or a debit transaction was submitted incorrectly.	Processing error	Transaction receipt and the corrected entry, if one was already processed.
12.3Visa	Incorrect CurrencyThe transaction was processed in the wrong currency or currency conversion was not disclosed.	Processing error	Receipt showing the currency presented to and accepted by the cardholder.
12.4Visa	Incorrect Account NumberThe account number settled does not match the account used.	Processing error	Terminal or gateway record of the account number captured at the point of sale.
12.5Visa	Incorrect AmountThe amount settled does not match the amount the cardholder approved.	Processing error	Itemized receipt, tip adjustment record, and the authorization amount.
12.6.1Visa	Duplicate ProcessingThe same transaction was submitted more than once.	Processing error	Records for each transaction showing they were separate purchases, or proof a credit was issued.
12.6.2Visa	Paid by Other MeansThe cardholder paid for the same purchase with another form of payment.	Processing error	Receipts for both tenders, or proof the card transaction was voided or refunded.
12.7Visa	Invalid DataThe transaction was submitted with invalid or missing data elements.	Processing error	Gateway or terminal submission record for the transaction.
13.1Visa	Merchandise / Services Not ReceivedThe cardholder paid but did not receive the goods or services.	Cardholder dispute	Delivery confirmation, pickup signature or log, service completion record, and terms disclosed at purchase.
13.2Visa	Cancelled Recurring TransactionA recurring charge continued after the cardholder cancelled.	Cardholder dispute	Signed recurring authorization, cancellation policy and the record of any cancellation request.
13.3Visa	Not as Described or Defective MerchandiseWhat arrived does not match the description, or is defective.	Cardholder dispute	Item description at purchase, photos or specifications, return policy and any repair or replacement record.
13.4Visa	Counterfeit MerchandiseThe cardholder states the goods were counterfeit.	Cardholder dispute	Supplier and authenticity documentation for the item sold.
13.5Visa	MisrepresentationTerms of the sale were misrepresented at purchase.	Cardholder dispute	Advertised terms, quote or contract, and the disclosures the cardholder accepted.
13.6Visa	Credit Not ProcessedA promised refund or credit was never issued.	Cardholder dispute	Credit transaction record, or the refund policy disclosed at purchase if no credit was due.
13.7Visa	Cancelled Merchandise / ServicesThe order was cancelled or returned and not credited.	Cardholder dispute	Cancellation and return policy shown at purchase, return records, and any credit issued.
13.8Visa	Original Credit Transaction Not AcceptedAn original credit transaction was not accepted by the recipient.	Cardholder dispute	Records of the credit transaction and the recipient's account details as submitted.
13.9Visa	Non-Receipt of Cash or Load Transaction ValueCash or loaded value was not received.	Cardholder dispute	Terminal or dispenser records for the transaction.
4837Mastercard	No Cardholder AuthorizationThe cardholder denies authorizing the transaction.	Fraud	Read method and verification data, AVS/CVV results for keyed orders, delivery proof, and prior transaction history.
4840Mastercard	Fraudulent Processing of TransactionsMore than one transaction was completed with a card that was present for a single purchase.	Fraud	Receipts for each transaction showing separate purchases.
4849Mastercard	Questionable Merchant ActivityThe transaction is disputed under a Mastercard merchant-monitoring rule.	Fraud	Handled with your processor's risk team; underlying transaction records still apply.
4870Mastercard	Chip Liability ShiftA counterfeit chip card was used without the chip being read.	Fraud	Terminal capability and chip-read data for the transaction.
4871Mastercard	Chip / PIN Liability ShiftA lost, stolen or never-received chip card was used without PIN verification.	Fraud	Terminal capability records and the verification method captured.
4808Mastercard	Authorization-Related ChargebackAuthorization was missing, expired or declined for the settled amount.	Authorization	Authorization log showing an approval matching the settled amount.
4834Mastercard	Point-of-Interaction ErrorThe amount was incorrect, duplicated, or the transaction was otherwise processed in error.	Processing error	Itemized receipt, tip adjustment record, batch details, and any credit issued.
4841Mastercard	Cancelled Recurring or Digital Goods TransactionA recurring or digital-goods charge continued after cancellation.	Cardholder dispute	Recurring authorization, cancellation terms, and the cancellation request record.
4853Mastercard	Cardholder DisputeGoods or services were not as described, defective, or the purchase was misrepresented.	Cardholder dispute	Item or service description at purchase, terms accepted, return handling and any credit issued.
4855Mastercard	Goods or Services Not ProvidedThe cardholder paid but never received the goods or services.	Cardholder dispute	Delivery or pickup proof, service completion records, and expected fulfillment terms.
4859Mastercard	Addendum, No-Show or ATM DisputeAn added charge, no-show charge or ATM transaction is disputed.	Cardholder dispute	Signed authorization for added charges and the reservation or no-show policy disclosed.
4860Mastercard	Credit Not ProcessedA refund or credit the cardholder expected was not issued.	Cardholder dispute	Credit transaction record, or the refund policy disclosed at the time of sale.
F24American Express	No Cardmember AuthorizationThe cardmember denies authorizing the charge.	Fraud	Read method, verification data, order records and delivery proof.
F29American Express	Card Not PresentThe cardmember denies a charge made without the card present.	Fraud	AVS and CVV results, order and shipping records, and customer communication.
F30American Express	EMV CounterfeitA counterfeit chip card was used at a terminal that did not read the chip.	Fraud	Terminal capability and chip-read data.
F31American Express	EMV Lost / Stolen / Non-ReceivedA lost, stolen or non-received chip card was used without proper verification.	Fraud	Terminal capability records and the verification method captured.
F10American Express	Missing ImprintNo card imprint or electronic read exists for the charge.	Fraud	Terminal record showing an electronic read of the card.
F14American Express	Missing SignatureNo signature or equivalent verification was captured.	Fraud	Signed receipt, PIN verification record, or contactless read data.
A01American Express	Charge Amount Exceeds AuthorizationThe settled amount exceeds the approved amount.	Authorization	Authorization record and itemized receipt, including tip adjustments.
A02American Express	No Valid AuthorizationThe charge was submitted without a valid approval.	Authorization	Approval code tied to the settled transaction.
A08American Express	Authorization Approval ExpiredThe charge was settled after the approval expired.	Authorization	Authorization and settlement timestamps from your processor.
P05American Express	Incorrect Charge AmountThe amount charged differs from the amount agreed.	Processing error	Itemized receipt and any corrected entry or credit.
P07American Express	Late SubmissionThe charge was submitted outside the submission window.	Processing error	Batch and settlement records for the transaction.
P08American Express	Duplicate ChargeThe same charge was submitted more than once.	Processing error	Receipts showing separate purchases, or proof a credit was issued.
C08American Express	Goods / Services Not ReceivedThe cardmember did not receive what was purchased.	Cardholder dispute	Delivery or pickup proof and expected fulfillment terms.
C14American Express	Paid by Other MeansThe purchase was paid with another form of payment.	Cardholder dispute	Receipts for both tenders, or proof the card charge was voided or credited.
C18American Express	No Show or CARDeposit CancelledA no-show or deposit charge is disputed.	Cardholder dispute	Reservation terms, cancellation policy disclosed, and the cardmember's acceptance.
C31American Express	Goods / Services Not As DescribedWhat was received differs from the description.	Cardholder dispute	Description at purchase, specifications, and return handling.
C32American Express	Goods / Services Damaged or DefectiveThe item arrived damaged or defective.	Cardholder dispute	Condition records, packing details, and any repair, replacement or credit.
C02American Express	Credit Not ProcessedA promised credit was not issued.	Cardholder dispute	Credit transaction record or the refund policy disclosed at purchase.
C04American Express	Goods / Services Returned or RefusedGoods were returned or refused and no credit was issued.	Cardholder dispute	Return records, return policy disclosed, and any credit issued.
C05American Express	Goods / Services CancelledThe order was cancelled before fulfillment.	Cardholder dispute	Cancellation policy, cancellation request record and any credit issued.
UA01Discover	Fraud — Card Present TransactionThe cardholder denies an in-person transaction.	Fraud	Signed or PIN-verified receipt and terminal read method.
UA02Discover	Fraud — Card Not Present TransactionThe cardholder denies a keyed, phone or online transaction.	Fraud	AVS and CVV results, order records, delivery proof and customer communication.
UA05Discover	Fraud — Chip Counterfeit TransactionA counterfeit chip card was used without the chip being read.	Fraud	Terminal capability and chip-read data.
UA06Discover	Fraud — Chip and PIN TransactionA chip-and-PIN card was used without PIN verification.	Fraud	Terminal capability records and verification method captured.
NADiscover	No AuthorizationNo approval was obtained for the transaction.	Authorization	Authorization record matching the settled amount.
ATDiscover	Authorization NoncomplianceAuthorization rules were not followed for the transaction.	Authorization	Authorization log and settlement details.
EXDiscover	Expired CardThe transaction was completed on an expired card.	Authorization	Authorization record showing approval at the time of sale.
INDiscover	Invalid Card NumberThe account number submitted is invalid.	Processing error	Terminal or gateway capture record for the account number.
DPDiscover	Duplicate ProcessingThe transaction was submitted more than once.	Processing error	Receipts showing separate purchases, or proof a credit was issued.
LPDiscover	Late PresentmentThe transaction was settled outside the presentment window.	Processing error	Batch and settlement records.
RGDiscover	Non-Receipt of Goods or ServicesThe cardholder did not receive the goods or services.	Cardholder dispute	Delivery or pickup proof and fulfillment terms disclosed.
RMDiscover	Cardholder Disputes Quality of Goods or ServicesThe goods or services did not match the description or were unsatisfactory.	Cardholder dispute	Description at purchase, specifications, and return or remedy records.
RN2Discover	Credit Not ProcessedA promised credit was not issued.	Cardholder dispute	Credit transaction record or the refund policy disclosed at purchase.
CDDiscover	Credit Posted as Card SaleA credit was processed as a sale.	Cardholder dispute	Transaction receipt and the corrected credit entry.

The four dispute categories, and what changes in your response

Fraud

The issuer states the cardholder did not authorize or participate in the transaction. Responses usually turn on how the card was read, what authentication data was captured, and whether the cardholder has transacted with you before.

Authorization

The transaction is disputed on authorization grounds — no approval, an expired approval, or a declined attempt that was still completed. Responses usually turn on the authorization records held by your processor.

Processing error

The transaction reached the issuer with incorrect or duplicated data — wrong amount, wrong currency, duplicate submission, or late settlement. Responses usually turn on your batch, receipt and refund records.

Cardholder dispute

The cardholder acknowledges the purchase but disputes fulfillment, quality, cancellation or a credit they expected. Responses usually turn on your itemized receipt, delivery or pickup proof, terms disclosed at purchase, and refund handling.

Keep reading

Chargeback reason code questions

What is a chargeback reason code?

It is the code an issuing bank attaches to a dispute to explain why the transaction is being challenged. Each card network publishes its own set, grouped into fraud, authorization, processing error and cardholder dispute categories. The code tells you which records the issuer expects to see in a response.

Do all card networks use the same reason codes?

No. Visa uses numeric categories such as 10.4 or 13.1, Mastercard uses four-digit codes such as 4853, American Express uses letter-number codes such as C08, and Discover uses codes such as UA02. The underlying dispute categories overlap, but the codes and required records differ.

How long do I have to respond to a chargeback?

Response windows are set by the card network rules and communicated by your acquirer or processor for each case. Check the notice for the deadline on that dispute rather than assuming a standard window, and build your evidence package as soon as the notice arrives.

What evidence is usually requested?

It depends on the code. Fraud codes typically turn on how the card was read and what verification data was captured. Cardholder dispute codes typically turn on the itemized receipt, delivery or pickup proof, and the terms disclosed at purchase. Processing-error codes turn on batch, amount and refund records.

Can responding to a dispute guarantee I keep the sale?

No. Outcomes are decided by the issuer under the applicable network rules, and no merchant, processor or provider can promise a result. What you control is whether the response is complete, on time and matched to the reason code.

How can BSV Solution help with disputes?

We review how your account receives dispute notices, help you set up receipt, descriptor and reporting practices that make responses easier to assemble, and walk you through what your processor's dispute portal expects. Program features vary by processor and remain subject to underwriting approval.

Getting more disputes than you used to?

Send us your current statement and we will review how disputes and related costs show up on your account, how notices reach you today, and which receipt, descriptor and reporting practices would make responses easier to assemble.

Reviews are individual and subject to underwriting approval. We never promise a dispute outcome.

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