Chargeback codes
Last updated: July 24, 2024
Below you'll find a list of chargeback codes along with an explanation of what each one means, covering both general codes and those specific to the major card schemes.
Cbind is the chargeback indicator (4-char).
Name | Chargeback code | Description |
---|---|---|
Adjustment |
| The merchant account was financially adjusted due to a dispute being processed. A positive |
Arbitration Lost |
| You have lost the arbitration case. Your account will be debited the arbitration fee. |
Arbitration Review |
| The case has been escalated to arbitration upon your request, supported by your rebuttal letter/other additional evidence. |
Arbitration Won |
| You have won the arbitration case. |
Auto Representment |
| The chargeback was received, but the bank automatically represented it for specific reasons. For example, the transaction had already been refunded. the chargeback was received. |
Case Lost |
| You have lost the dispute. |
Case Won |
| You have won the dispute. |
Credit to Account | -ve | The chargeback has been issued on the refund transaction, and your account has been credited. This means the refund issued on this ARN has been returned by the cardholder’s bank as they could not apply the credit to the cardholder’s account. |
Debit to Account | +ve | The chargeback has been issued on a captured transaction, and your account has been debited. |
Deflected Chargeback |
| You avoided a formal chargeback by accepting the dispute upfront. Your account has been debited the disputed amount. |
Evidence Under Review |
| You have provided the required evidence and we have forwarded this to card scheme. |
Issuer Reversal |
| The chargeback was reversed/canceled by the issuing bank. |
Retrieval Request |
| A retrieval request is only a request for information from the issuer. Merchants should refund the transaction or respond with evidence if credit should not be provided to the cardholder to mitigate the risk of a transaction becoming a dispute or chargeback. |
Reason code | Description | Media required |
---|---|---|
| EMV Liability Shift Counterfeit Fraud | A signed sales receipt with imprint or swipe. |
| EMV Liability Shift Non-Counterfeit Fraud | Provide correct documentation to prove your EMV terminal had no relation to the disputed transaction. Some examples include your MID and the payment gateways that you use to process transactions. |
| Fraud – Card Present Environment | A signed sales receipt with a valid imprint or swipe. If you participate in the CVV2 in lieu of imprint program, the signed draft and CVV2 certification letter are required at draft retrieval in order to protect you. |
| Fraudulent Transaction – Card Absent Environment | An invoice with ship to/bill to addresses matching, AVS results of X or Y, and signed proof of delivery. If T&E, proof that the sale was a properly processed "no show" transaction. |
| Visa Fraud Monitoring Program | No reversal rights except for credit issued. |
Reason code | Description | Media required |
---|---|---|
| Card Recovery Bulletin | Auth code along with date and amount of authorization, if other than the transaction date and amount. |
| Declined Authorization | Auth code along with date and amount of authorization, if other than the transaction date and amount. |
| No Authorization | Auth code along with date and amount of authorization, if other than the transaction date and amount. |
| Service Code Violation | Date and amount of authorization, if other than the transaction date and amount. |
Reason code | Description | Media required |
---|---|---|
| Late Presentment or The transaction date was more than 180 days before the processing date. | Limited reversal rights: permitted only if credit was issued or if proof can be presented that the sale was processed within the allotted time. |
| Incorrect Transaction Code | A signed sales receipt with imprint or swipe for all transactions involved in the dispute and a written rebuttal to explain why the cardholder is not due credit. |
| Incorrect Currency | Provide evidence and authorization details that indicates consent was given to the merchant, and that the currency is correct. |
| Non-Matching Account Number | Sales receipt and proof of authorization by issuer. |
| Incorrect Transaction Amount or Account Number
| A signed sales receipt with imprint or swipe to show that cardholder agreed to the amount or that card number was correct. Written rebuttal if amount was altered after cardholder signed the receipt. |
| Duplicate Processing For express payment service (EPS) or small ticket transactions, the amounts must be the same. | Two different, signed (if possible) receipts or invoices. If sales receipt does not contain detail of items purchase, include an itemized list. For EPS and Small Ticket transactions, signatures aren’t required, just detail of what was purchased. |
| Altered Amount / Paid by Other Means | A written rebuttal addressing the cardholder’s claim and any supporting documentation to prove the case such as proof that credit was issued or that each transaction is different. For example, different merchandise. |
| Invalid Data No authorization or invalid data for authorization. | Provide evidence that an authorization was provided by the cardholder. |
Reason code | Description | Media required |
---|---|---|
| Services Not Provided or Merchandise Not Received
| Documentation to prove that the cardholder received the services or merchandise, or proof that credit was issued. |
| Canceled Recurring Transaction
| A written rebuttal addressing the cardholder’s claim and any supporting documentation. For example, a contract that shows cancelation requirements. |
| Not as Described or Defective Merchandise/Services Cardholder must attempt to return the merchandise or resolve the dispute before contacting their bank. | A detailed written rebuttal addressing the cardholder’s claim (point by point) and any supporting documentation to prove the case. Rebuttal must address what steps were taken to resolve the complaint before it became a chargeback. |
| Counterfeit Merchandise | Provide proof that the purchased merchandise is authentic, and that the cardholder knew of its quality during the transaction. |
| Misrepresentation | Provide proof that all representation of purchased good/service was, and is, accurate during the transaction. |
| Credit Not Processed The cardholder returned merchandise or canceled a sale but did not receive a credit receipt or refund acknowledgement. | A written rebuttal addressing the cardholder’s claim and any supporting documentation to prove the case, such as a signed contract, return policy, or proof of proper disclosure. If credit has been issued, a statement/proof that credit issued belongs to transaction in question. |
| Canceled Merchandise/Services | Provide proof that the disputed transaction was not canceled, and that the cardholder did not give any demand to cancel said transaction. |
| Original Credit Transaction Not Accepted | Provide evidence of either the transaction receipt or other records to prove that the merchant properly disclosed a limited return or cancelation policy at the time of the transaction. |
| Non-receipt of cash or merchandise | ATM audit log. |
Reason code | Description | Media required |
---|---|---|
| Warning Bulletin File | Date and amount of authorization, if other than the transaction date and amount. |
| Authorization-Related Chargeback
| 1 & 2. Date and amount of authorization, if other than the transaction date and amount. 3. A signed sales receipt with imprint or swipe. If card-not-present transaction, date of authorization if different from transaction date. |
| Account Number Not On File | A signed sales receipt with imprint or swipe. If card-not-present transaction, date of authorization if different from transaction date. |
| Transaction Amount Differs | Signed sales receipt or documentation proving that an addition error has not occurred. |
| Point-Of Interaction Error
|
|
| No Cardholder Authorization | A signed and swiped/imprinted sales receipt. If Card Not Present transaction, invoice with bill to/ship to addresses, AVS results signed proof of delivery (signed POD good to have but not required). |
| Fraudulent Processing of Transactions | Signed sales receipts or invoices on all transactions and a detailed rebuttal describing the difference in the sales, or any additional information about why the cardholder did make both transactions. For example, a rebate. or gift needed two separate receipts) |
| Canceled Recurring Transaction NoteTo qualify as a recurring transaction, it must be a payment without an end-date. For example, an insurance premium, computer service, or a book-of-the-month club). The card acceptor continued to bill a cardholder after receiving notification of cancelation from the cardholder or issuer. or The issuer listed the cardholder’s account information on the Recurring Payment Cancelation Service (RPCS) and notified the acquirer. | A written rebuttal addressing the cardholder's claim and any supporting documentation to prove the case. For example, a contract. |
| Late Presentment
NoteA payment transaction must be presented in clearing within one business day of the authorization date. Therefore, the issuer may submit a chargeback for a Payment Transaction using the message reason code 4842 before the 30-calendar day presentment time frame normally required for this message reason code. | The sales receipt and/or date and amount of the authorization if other than the transaction date. |
| Correct Transaction Currency Code Not Provided or The transaction occurred in a dual currency environment and a
transaction currency is not specified on the TID. | Documentation proving that the correct currency was used to settle the sale. |
| Questionable Merchant Activity
| No reversal rights except for credit issued. The card acceptor in question was not listed in the Mastercard Global Security Bulletin. The transaction did not occur within the period specified |
| Installment Billing Dispute | A copy of the TID or other documentation showing that the cardholder agreed to the number of installments and amount processed, or proof that the acquirer corrected the discrepancy that led to the dispute. |
| Cardholder Dispute
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| Cardholder Dispute — Not Elsewhere Classified (US region only) | A detailed written rebuttal addressing the cardholder's claim (point by point) and any supporting documentation to prove the case. Rebuttal must address what steps the merchant took to resolve the complaint before it became a chargeback. |
| Goods or Services Not Provided | Documentation to prove that the cardholder received the merchandise or proof that credit was issued. |
| Addendum, No-show, or ATM Dispute
| Documentation to prove that the cardholder received the services, or proof that credit was issued. |
| Credit Not Processed | A written rebuttal addressing the cardholder's claim and any supporting documentation to prove the case. |
| Cardholder Does Not Recognize — Potential Fraud | A signed sales receipt with imprint or swipe. If card-not-present transaction, invoice, AVS results, CVV2 results, and signed proof of delivery. Documentation that would further identify the transaction. |
| Counterfeit transaction, chip liability shift, chip/PIN liability
shift | N/A |
| Domestic chargeback dispute (Europe region only) | Documentation to support that the disputed transaction has been completed in accordance to applicable domestic rule. |
Reason code | Description |
---|---|
| Chargeback Documentation. |
| Cardmember Claims Fraud. |
| Cardmember Requests Copy Bearing Signature. |
| Documentation Previously Sent Is Illegible/Incomplete. |
| Unrecognized Transaction. |
| Personal Information. |
| Incorrect Transaction Amount or Primary Account Number Presented. |
| Multiple Processing. |
| Credit Not Presented. |
| Paid Through Other Means |
| No Reply To Disputes Enquiry Letter. |
| Insufficient or Unclear Reply to Disputes Enquiry Letter. |
| Invalid Authorization. |
| Unassigned Cardmember Account Number. |
| Missing Signature. |
| Missing Imprint. |
| Currency Discrepancy. |
| Multiple ROCs. |
| Late Presentment. |
| Card Not Present. |
| Cancelation of Recurring Goods/Services. |
| Not As Described. |
| Goods/Services Ordered but Not Received. |
| Car Rental Charge Non-Qualified or Unsubstantiated. |
| Credit/Debit Presentment Error. |
| Local Regulatory/Legal Dispute. |
| No Valid Authorization. |
| Expired/Not Yet Valid Card. |
| Fraud Full Recourse. |
| Fraud Liability Shift — Counterfeit. |
| Fraud Liability Shift — Lost/Stolen. |
Reason code | Description |
---|---|
| Charge Amount Exceeds Authorization Amount. |
| No Valid Authorization. |
| Authorization Approval Expired. |
| Missing Imprint (requires Inquiry prior to Chargeback). |
| Expired or Not Yet Valid Card. |
| No Card Member Authorization (requires Inquiry prior to Chargeback). |
| Card Not Present. |
| EMV Counterfeit. |
| Credit (or Partial Credit) Not Processed. |
| Goods/Services Returned or Refused. |
| Goods/Services Canceled. |
| Goods/Services Not Received or Only Partially Received |
| Paid by Other Means. |
| "No Show" or CARDeposit Canceled. |
| Canceled Recurring Billing. |
| Goods/Services Not as Described. |
| Goods/Services Damaged or Defective. |
| Vehicle Rental - Capital Damages. |
| Vehicle Rental - Theft or Loss of Use. |
| Unassigned Card Number. |
| Credit Processed as Charge. |
| Charge Processed as Credit. |
| Incorrect Charge Amount. |
| Late Submission. |
| Duplicate Charge. |
| Nonmatching Card Number. |
| Currency Discrepancy. |
| Insufficient Reply (requires Inquiry prior to Chargeback). |
| No Reply (requires Inquiry prior to Chargeback). |
| Chargeback Authorization (requires Inquiry prior to Chargeback). |
| Fraud Full Recourse Program. |
| Immediate Chargeback Program. |
| Partial Immediate Chargeback Program. |
Reason code | Description |
---|---|
| Acquirer Stand-In Processing Errors. |
| Required Authorization Not Obtained. |
| Card Not Valid or Expired. |
| Unissued Account Number. |
| Incorrect Charge type Provided in Authorization Request. |
| Requested Digitized Copy of the Charge Form Not Received. |
| Wrong Document Received for Retrieval Request. |
| Requested Digitized Copy of the Charge Form Not Legible. |
| Charge Older Than Thirty Days. |
| Duplicate Charge. |
| Alternate Settlement Currency Incorrect Exchange Rates. |
| Incorrect Currency. |
| Key Entered Fraudulent Charge. |
| Card Not Present Fraudulent Charge. |
| Skimming Counterfeit Fraudulent Charge. |
| Manual Counterfeit Fraudulent Charge. |
| Multiple Charges at Service Establishment Fraudulent Transaction. |
| Unsigned Fraudulent Transactions. |
| Card Not Present Fraudulent Transaction. |
| Cardmember Activated Transaction. |
| Suspect Service Establishment – No Response to the Suspected Fraudulent Service Establishment Report. |
| Suspect Service Establishment–Terminated Service Establishment. |
| Altered Charges. |
| Service Not Received. |
| Merchandise Not Received. |
| Additional Amounts on Settled Charges. |
| Credit Processed as a Charge. |
| Credit Not Processed. |
| Cardmember Paid by Other Means. |
| No Show Charges. |
| Canceled Recurring Transaction. |
| Unsigned Charges. |
| Non Receipt of Cash (ATM). |
Reason code | Description |
---|---|
| Illegible Sales Data. |
| Duplicate Processing. |
| Recurring Payments. |
| Late Presentation. |
| Credit/Debit Posted Incorrectly. |
| Cardholder Disputes Quality of Goods or Services. |
| Not Classified. |
| Altered Amount. |
| Invalid Cardholder Number. |
| Non-Receipt of Goods or Services. |
| Violation of Operating Regulations. |
| Authorization Noncompliance. |
| Fraud - Card Present Transaction. |
| Fraud - Card Not Present Transaction. |
| Credit Not Processed. |
Reason code | Description | Media required |
---|---|---|
| No Authorization /Non-JCB Card | Documentation to show that the transaction was authorized online by the issuer with an authorization number. |
| Expired JCB Card | Documentation to show that the transaction was authorized online by the issuer with an authorization number. |
| Transaction Exceeds Floor Limit | Documentation to show that the transaction was authorized online by the issuer with an authorization number. |
| Authorization Declined | Documentation to show that the transaction was authorized online by the issuer with an authorization number |
| Incorrect Card Number | Documentation to show that the transaction was authorized online by the issuer with an authorization number |
| Illegible Item | Documentation to show that the transaction was authorized online by the issuer with an authorization number |
| JCB Card on Stop List | Documentation to show that the transaction was authorized online by the issuer with an authorization number |
| Split Sale | Documentation to show that the transaction was authorized online by the issuer with an authorization number |
Reason code | Description |
---|---|
| Signature confirmation |
| Required for corporate card accounting |
| Required for legal process |
| Lost card, fraud investigation |
| Cardmember does not recognize sale |
| Cardmember claims amount incorrect |
| Other |
Reason code | Description | Media required |
---|---|---|
| No Show Dispute | Copy of cancelation and refund policy. Documentation to proof the correct processing of the No show charge, or evidence showing that the charge is not in connection to No show. |
| Advance Deposit | Copy of cancelation and refund policy. Documentation showing that cardholder did not cancel according to cancelation policy and that the cancelation/refund policy was properly disclosed to the cardholder at the beginning of purchase. |
Reason code | Description | |
---|---|---|
| Canceled Recurring transaction | Copy of cancelation and refund policy. Documentation showing that cardholder did not cancel according to cancelation policy and that the cancelation/refund policy was properly disclosed to the cardholder at the beginning purchase. Copy of usage log showing use of service after date of claimed cancelation. |
| Unauthorized Purchase | Documentation showing cardholders involvement and authorization of the transaction. |
Reason code | Description | Media required |
---|---|---|
| Card Member Dispute | Documentation as applicable. Copy of cancelation and refund policy. Documentation showing that the cancelation/refund policy was properly disclosed to the cardholder at the beginning purchase. Evidence showing that the merchandise/service was received by the cardholder. For example, delivery receipt signed by cardholder. Evidence showing that the description of goods on order form/invoice was delivered, accepted and signed for by the cardholder. Copy of email communications with cardholder. |
| Credit Not Received | Copy of cancelation and refund policy. Documentation showing that cardholder did not cancel according to cancelation policy and that the cancelation/refund policy was properly disclosed to the cardholder at the beginning purchase. Proof that credit was processed, if applicable. |
| No Signature | Copy of card present sale slip signed by the cardholder or verified with PIN. |
| No Imprint | Copy of card present sale slip signed by the cardholder or verified with PIN. |
| Unauthorized Multiple Transaction | Copy of two card present sale slips signed by the cardholder or verified with PIN. |
| Non-receipt of Merchandise | Evidence showing that the merchandise/service was received by the cardholder. For example, a delivery receipt signed by the cardholder. Evidence showing that the description of goods on order form/invoice was delivered, accepted and signed for by the cardholder. |
| Paid by Other Means | Documentation proving that the merchant did not receive payment by other means. |
Reason code | Description | Media required |
---|---|---|
| Incorrect Transaction Amount | Documentation showing that the cardholder authorized the amount charged. |
| Mispost | Documentation showing that the cardholder authorized the amount charged. |
| Duplicate Processing | Copies of two different transaction documents showing different merchandise or service. |
| Addition Error | Documentation proofing the correct addition and that the cardholder authorized the amount charged. |
| Altered Amount | Documentation showing that the cardholder authorized the amount charged. |
| Late Submission | Proof that the transaction was processed within the presentment timeframe rules. |
| Incorrect ECI | Documentation showing the cardmembers authorization of the ECI transaction. |
| Domestic Transaction | Evidence showing the transaction to be international. |