# Chargeback codes You can receive general chargeback codes and specific codes for the following schemes: - [American Express](#American_Express) - [Cartes Bancaires](#Cartes_Bancaires) - [Diners](#Diners) - [Discover](#Discover) - [JCB](#JCB) - [Mastercard](#Mastercard) - [Visa](#Visa) --- ## General You can receive the following general chargeback codes: Cbind is the chargeback indicator (4-char). | Name | Chargeback code | Description | | --- | --- | --- | | Adjustment | `UPDT` | Your account was financially adjusted due to a dispute being processed.

A positive `UPDT` amount indicates a debit adjustment.

A negative `UPDT` amount indicates a credit adjustment. | | Arbitration Lost | `ARBL` | You lost the arbitration case. Your account will be debited the arbitration fee. | | Arbitration Review | `ARBR` | The case was escalated to arbitration on your request, supported by your rebuttal letter or additional evidence. | | Arbitration Won | `ARBW` | You won the arbitration case. | | Auto Representment | `AUTO` | The chargeback was received, but the bank automatically represented it for specific reasons.

For example, the transaction was already refunded. | | Case Lost | `RPDL` | You lost the dispute. | | Case Won | `RPDW` | You won the dispute. | | Credit to Account | -ve `ADJM` | A chargeback was raised on a refund transaction, and your account was credited.

The issuer returned the refund because it could not apply the credit to the cardholder's account. | | Debit to Account | +ve `ADJM` | The chargeback was issued on a captured transaction, and your account was debited. | | Deflected Chargeback | `ARWS` | You avoided a formal chargeback by accepting the dispute upfront.

Your account was debited the disputed amount. | | Evidence Under Review | `RPDR` | You provided the required evidence and Checkout.com forwarded it to the card scheme. | | Issuer Reversal | `CBRV` | The issuer reversed or canceled the chargeback. | | Retrieval Request | `RTVL` | The issuer requested information from you.

You can do one of the following:

- Refund the transaction.
- Respond with evidence if you believe the issuer should not give the cardholder credit to mitigate the risk of the transaction becoming a dispute or chargeback. | --- ## American Express You can receive the following American Express chargeback codes: | Reason code | Description | | --- | --- | | `6003` | Chargeback Documentation | | `6006` | Cardmember Claims Fraud | | `6008` | Cardmember Requests Copy Bearing Signature | | `6013` | Documentation Previously Sent Is Illegible/Incomplete | | `6014` | Unrecognized Transaction | | `6016` | Personal Information | | `4507` | Incorrect Transaction Amount or Primary Account Number Presented | | `4512` | Multiple Processing | | `4513` | Credit Not Presented | | `4515` | Paid Through Other Means | | `4516` | No Reply To Disputes Enquiry Letter | | `4517` | Insufficient or Unclear Reply to Disputes Enquiry Letter | | `4521` | Invalid Authorization | | `4523` | Unassigned Cardmember Account Number | | `4526` | Missing Signature | | `4527` | Missing Imprint | | `4530` | Currency Discrepancy | | `4534` | Multiple ROCs | | `4536` | Late Presentment | | `4540` | Card Not Present | | `4544` | Cancelation of Recurring Goods/Services | | `4553` | Not As Described | | `4554` | Goods/Services Ordered but Not Received | | `4750` | Car Rental Charge Non-Qualified or Unsubstantiated | | `4752` | Credit/Debit Presentment Error | | `4754` | Local Regulatory/Legal Dispute | | `4755` | No Valid Authorization | | `4758` | Expired/Not Yet Valid Card | | `4763` | Fraud Full Recourse | | `4798` | Fraud Liability Shift – Counterfeit | | `4799` | Fraud Liability Shift – Lost/Stolen | ### American Express for US merchants You can receive the following American Express chargeback codes for US merchants: | Reason code | Description | | --- | --- | | `A01` | Charge Amount Exceeds Authorization Amount | | `A02` | No Valid Authorization | | `A08` | Authorization Approval Expired | | `F10` | Missing Imprint (requires inquiry prior to chargeback) | | `F22` | Expired or Not Yet Valid Card | | `F24` | No Card Member Authorization (requires inquiry prior to chargeback) | | `F29` | Card Not Present | | `F30` | EMV Counterfeit | | `C02` | Credit (or Partial Credit) Not Processed | | `C04` | Goods/Services Returned or Refused | | `C05` | Goods/Services Canceled | | `C08` | Goods/Services Not Received or Only Partially Received | | `C14` | Paid by Other Means | | `C18` | "No Show" or CARDeposit Canceled | | `C28` | Canceled Recurring Billing | | `C31` | Goods/Services Not as Described | | `C32` | Goods/Services Damaged or Defective | | `M10` | Vehicle Rental–Capital Damages | | `M49` | Vehicle Rental – Theft or Loss of Use | | `P01` | Unassigned Card Number | | `P03` | Credit Processed as Charge | | `P04` | Charge Processed as Credit | | `P05` | Incorrect Charge Amount | | `P07` | Late Submission | | `P08` | Duplicate Charge | | `P22` | Nonmatching Card Number | | `P23` | Currency Discrepancy | | `R03` | Insufficient Reply (requires Inquiry prior to Chargeback) | | `R13` | No Reply (requires Inquiry prior to Chargeback) | | `M01` | Chargeback Authorization (requires Inquiry prior to Chargeback) | | `FR2` | Fraud Full Recourse Program | | `FR4` | Immediate Chargeback Program | | `FR6` | Partial Immediate Chargeback Program | --- ## Cartes Bancaires You can receive the following Cartes Bancaires chargeback codes: | Reason code | Description | | --- | --- | | `12` | Transaction not authorized by issuer on card with systematic authorization | | `13` | Forcing | | `14` | Issuer declined authorization | | `15` | Guarantee by card, by day, by SIRET 1 | | `16` | PIN not controlled | | `17` | Invalid SIRET 1 | | `18` | Certificate not auditable | | `21` | Expired card | | `22` | Late presentment | | `23` | Missing imprint | | `25` | Maximum transaction amount exceeded | | `27` | Credit not processed | | `28` | Credit posted as a purchase | | `40` | Cancelled card | | `41` | Cardholder Canceled Recurring Transaction | | `42` | Duplicate processing | | `43` | Unknown card number | | `44` | Disputed amount | | `45` | Disputed transaction

Chargebacks with reason code 45 are not defendable. | | `46` | Correct Currency Code Not Provided | | `61` | Merchant suspended or struck off | | `62` | Transaction not allowed | - 1 Système d'identification du répertoire des établissements. --- ## Diners You can receive the following Diners chargeback codes: | Reason code | Description | | --- | --- | | `A02` | Acquirer Stand-In Processing Errors | | `A03` | Required Authorization Not Obtained | | `A05` | Card Not Valid or Expired | | `A06` | Unissued Account Number | | `A07` | Incorrect Charge type Provided in Authorization Request | | `B21` | Requested Digitized A copy of the Charge Form Not Received | | `B22` | Wrong Document Received for Retrieval Request | | `B23` | Requested Digitized A copy of the Charge Form Not Legible | | `B24` | Charge Older Than Thirty Days | | `B25` | Duplicate Charge | | `B26` | Alternate Settlement Currency Incorrect Exchange Rates | | `B27` | Incorrect Currency | | `C41` | Key Entered Fraudulent Charge | | `C42` | Card Not Present Fraudulent Charge | | `C43` | Skimming Counterfeit Fraudulent Charge | | `C44` | Manual Counterfeit Fraudulent Charge | | `C46` | Multiple Charges at Service Establishment Fraudulent Transaction | | `C47` | Unsigned Fraudulent Transactions | | `C48` | Card Not Present Fraudulent Transaction | | `C49` | Cardmember Activated Transaction | | `C50` | Suspect Service Establishment – No Response to the Suspected Fraudulent
Service Establishment Report | | `C51` | Suspect Service Establishment–Terminated Service Establishment | | `D61` | Altered Charges | | `D62` | Service Not Received | | `D63` | Merchandise Not Received | | `D64` | Additional Amounts on Settled Charges | | `D65` | Credit Processed as a Charge | | `D66` | Credit Not Processed | | `D67` | Cardmember Paid by Other Means | | `D68` | No Show Charges | | `D69` | Canceled Recurring Transaction | | `D70` | Unsigned Charges | | `D71` | Non Receipt of Cash (ATM) | --- ## Discover You can receive the following Discover chargeback codes for US merchants: | Reason code | Description | | --- | --- | | `4502` | Illegible Sales Data | | `4534` | Duplicate Processing | | `4541` | Recurring Payments | | `4542` | Late Presentation | | `4550` | Credit/Debit Posted Incorrectly | | `4553` | Cardholder Disputes Quality of Goods or Services | | `4554` | Not Classified | | `4586` | Altered Amount | | `4753` | Invalid Cardholder Number | | `4755` | Non-Receipt of Goods or Services | | `4757` | Violation of Operating Regulations | | `4863` | Authorization Noncompliance | | `7001` | Fraud – Card Present Transaction | | `7030` | Fraud – Card Not Present Transaction | | `8002` | Credit Not Processed | --- ## JCB You can receive the following JCB chargeback codes: ### Invalid transaction/authorization For the following invalid transaction or authorization codes, the required evidence is documentation to show that the issuer authorized the transaction online with an authorization number. | Reason code | Description | | --- | --- | | `501` | No Authorization /Non-JCB Card | | `503` | Expired JCB Card | | `521` | Transaction Exceeds Floor Limit | | `522` | Authorization Declined | | `523` | Incorrect Card Number | | `541` | Illegible Item | | `547` | JCB Card on Stop List | | `581` | Split Sale | ### Retrieval requests | Reason code | Description | | --- | --- | | `0001` | Signature Confirmation | | `0002` | Required For Corporate Card Accounting | | `0003` | Required For Legal Process | | `0004` | Lost Card, Fraud Investigation | | `0005` | Cardmember Does Not Recognize Sale | | `0006` | Cardmember Claims Amount Incorrect | | `0000` | Other | ### T&E transactions | Reason code | Description | Evidence required | | --- | --- | --- | | `537` | No Show Dispute | - A copy of your cancellation and refund policy.
- Documentation to prove the No show charge was correctly processed, or evidence showing that the charge is not related to No show. | | `538` | Advance Deposit | - A copy of your cancellation and refund policy.
- Documentation showing that the cardholder did not cancel according to your cancellation policy and that your policy was properly disclosed to the cardholder at the beginning of the purchase. | ### Card-not-present transactions | Reason code | Description | Evidence required | | --- | --- | --- | | `544` | Canceled Recurring transaction | - A copy of your cancellation and refund policy.
- Documentation showing that the cardholder did not cancel according to your cancellation policy and that your policy was properly disclosed to the cardholder at the beginning of the purchase.
- A copy of your usage log showing use of service after the claimed date of cancellation. | | `546` | Unauthorized Purchase | Documentation showing the cardholder's involvement in and authorization of the transaction. | ### Cardmember disputes | Reason code | Description | Evidence required | | --- | --- | --- | | `502` | Card Member Dispute | Documentation as applicable from the following:

- A copy of your cancellation and refund policy.
- Documentation showing that your policy was properly disclosed to the cardholder at the beginning of the purchase.
- Evidence that the cardholder received the goods or service. For example, a delivery receipt signed by the cardholder.
- Evidence that the description of goods on the order form/invoice was delivered to, accepted by, and signed for by the cardholder.
- A copy of email communications with the cardholder. | | `513` | Credit Not Received | - A copy of your cancellation and refund policy.
- Documentation showing that the cardholder did not cancel according to your cancellation policy and that your policy was properly disclosed to the cardholder at
the beginning of the purchase.
- Proof that credit was processed, if applicable. | | `526` | No Signature | A copy of the card-present sale slip signed by the cardholder or verified with their personal identification number (PIN). | | `527` | No Imprint | A copy of the card-present sale slip signed by the cardholder or verified with their PIN. | | `534` | Unauthorized Multiple Transaction | A copy of two card-present sale slips signed by the cardholder or verified with their PIN. | | `554` | Non-receipt of Merchandise | - Evidence that the cardholder received the goods or service. For example, a delivery receipt signed by the cardholder.
- Evidence that the description of the goods on the order form/invoice was delivered to, accepted by. and signed for by the cardholder. | | `583` | Paid by Other Means | Documentation proving that you did not receive payment by other means. | ### Processing errors | Reason code | Description | Evidence required | | --- | --- | --- | | `507` | Incorrect Transaction Amount | Documentation showing that the cardholder authorized the amount charged. | | `510` | Mispost | Documentation showing that the cardholder authorized the amount charged. | | `512` | Duplicate Processing | Copies of two different transaction documents showing different goods or services. | | `524` | Addition Error | Documentation proving correct addition and that the cardholder authorized the amount charged. | | `525` | Altered Amount | Documentation showing that the cardholder authorized the amount charged. | | `536` | Late Submission | Evidence that the transaction was processed within the presentment timeframe rules. | | `545` | Incorrect ECI | Documentation showing the cardmember's authorization of the Electronic Commerce Indicator (ECI) transaction. | | `582` | Domestic Transaction | Evidence that the transaction was international. | --- ### JCB Japan Domestic | Reason code | Description | Example supporting documents | | --- | --- | --- | | `01` | Multiple processing | A copy of the Record of Charge (ROC), documents, or data to prove multiple valid transactions. | | `02` | Incorrect / modified amount | One or more of the following:

- Order confirmation page – A screenshot or PDF showing the itemized charges, taxes, fees, and final total the cardholder accepted at checkout.
- Checkout summary screen – The final page the cardholder saw before submitting the transaction, with the total payable amount visible.
- Terms and conditions – If the amount included variable elements, provide the terms and conditions or pricing policy the cardholder accepted. For example, add-ons or cancellation fees.
- Email confirmation – The email confirming the correct amount that was sent to the cardholder immediately after the transaction.
- Invoice or bill – A document issued to the cardholder showing the agreed amount. For example, for services, subscriptions, or rental fees.
- Communication records – Emails or chat logs where the cardholder acknowledged or agreed to revised pricing, if applicable.
- Subscription plan summary – If the charge was part of a subscription, a record showing the plan details, frequency, and charge amount. | | `03` | Split sales | Not applicable | | `04` | Missing signature | Not applicable | | `05` | Processing error | A copy of the ROC, documents, or data to prove multiple valid transactions. | | `06` | Expired card | A copy of the ROC. | | `07` | Late presentment | Evidence that the transaction was submitted within the required timeframe. | | `08` | Fictitious transaction | A copy of the ROC, documents, or data to prove the transaction is legitimate. | | `09` | Invalid authorization | Not applicable | | `10` | Card not present | Not applicable | | `11` | Defective merchandise / Goods or services not received | Proof of delivery. For example, proof that the goods or services were received by the cardholder or the cardholder's authorized representative. | | `12` | Card recovery bulletin or exception file | - Order and delivery information, including name, address, and phone number. If the order and delivery information are different, provide both.
- A description of the purchased items or services. | | `13` | Transaction after reservation is cancelled | Documents or data to prove the charge is valid. | | `14` | Invalid signature | Not applicable | | `15` | Retrieval request not fulfilled | A copy of the ROC. | | `16` | Credit not presented | Documents or data to prove the charge is valid. | | `17` | Paid through other means | A copy of the ROC, documents, or data to prove the transaction is legitimate. | | `18` | Unassigned cardmember account number | Not applicable | | `19` | High risk merchant program | You cannot dispute this type of chargeback. | | `99` | Other | Not applicable | --- ## Maestro `Beta` | Reason code | Description | | --- | --- | | `03` | Correction of a Chargeback | | `13` | Representment/Adjustment Code | | `17` | Cash Dispute (ATM Only) | | `30` | Cardholder Disputed Amount (U.S. Shared Deposits Only) | | `53` | Cardholder Dispute/Defective/Not as Described | | `54` | Cardholder Dispute - Not Elsewhere Classified | | `70` | Chip Liability Shift | | `71` | Transaction Amount Differs | | `73` | Duplicate Transaction | | `74` | No Cardholder Authorization | | `75` | Credit Not Received | | `79` | Goods or Services Not Provided | | `80` | Late Presentment | | `95` | Invalid Adjustment: Account Closed | | `96` | Invalid Adjustment: Insufficient Funds | --- ## Mastercard You can receive the following Mastercard chargeback codes: | Reason code | Description | Evidence required | | --- | --- | --- | | `4515` | Cardholder Denies Transaction

For [Issuing disputes](https://www.checkout.com/docs/card-issuing/manage-issuing-transactions/manage-issuing-disputes.md) | - A copy of an invoice, or confirmation email.
- A description of the purchase.
- Proof of delivery.
- The cardholder's device ID and IP address at the time of the transaction.
- Evidence of a CVV check.
- The cardholder's contact details. | | `4807` | Warning Bulletin File

A transaction was not previously authorized with an approval response as specified in the MasterCard Authorization System Manual and the account number was listed in the Mastercard Electronic Warning Bulletin File on the date of the transaction for the region in which the transaction was acquired. | The date and amount of authorization, if different to the transaction date and amount. | | `4808` | Authorization-Related Chargeback

1. Requested/Required Authorization Not Obtained – For example, the authorization was declined.
2. Warning Bulletin File
3. Account Number Not On File | For 1 & 2, the date and amount of authorization, if different to the transaction date and amount.

For 3, a signed sales receipt with imprint or swipe.
For card-not-present transactions, the date of authorization if different to the transaction date. | | `4812` | Account Number Not On File

A transaction was presented with an account number that does not match any account number on file. | A signed sales receipt with imprint or swipe.

For card-not-present transactions, the date of authorization if different to the transaction date. | | `4831` | Transaction Amount Differs

The cardholder states that they were billed an incorrect amount. | Signed sales receipt or documentation proving that no addition error has occurred. | | `4834` | Point-Of Interaction Error

1. Duplicate Processing (cardholder or issuer)
2. Transaction amount differs
3. Late presentment
4. Correct transaction currency code not provided | 1. Two different, signed receipts (signature not required). If the receipts do not contain detail of items purchased, include an itemized list or invoices.
2. Signed sales receipt or documentation proving that no addition error has occurred.
3. The sales receipt and/or date and amount of the authorization if different to the transaction date.
4. Documentation proving that the correct currency was used to settle the sale. | | `4837` | No Cardholder Authorization

One of the following:
- The cardholder states, in writing, that neither they nor anyone authorized by them engaged in the transaction.
- A face-to-face transaction took place using a once valid, unexpired, revoked account number and the issuer can certify in writing that the unexpired physical card is not outstanding because it was recovered, destroyed, or both. | - A signed and swiped/imprinted sales receipt.
- For card-not-present transactions, an invoice with bill to/ship to addresses, AVS results, signed proof of delivery (signed POD good to have but not required). | | `4840` | Fraudulent Processing of Transactions

The cardholder states, in writing, that neither they nor anyone authorized by them was still in the possession and control of all valid cards at the time of the transaction.
The cardholder admits to at least one legitimate transaction at a given card acceptor location, but denies knowledge of one or more additional unauthorized transactions at the same location. | Signed sales receipts or invoices for all transactions and a detailed rebuttal describing the difference in the sales, or any additional information showing that the cardholder made both transactions.
For example, a rebate or gift needs two separate receipts. | | `4841` | Canceled Recurring Transaction

**Information**: To qualify as a recurring transaction, it must be a payment with no end date.
For example, an insurance premium, computer service, or a book-of-the-month club.

- The card acceptor continued to bill the cardholder after receiving notification of cancellation from the cardholder or issuer.
- The issuer listed the cardholder’s account information on the Recurring Payment Cancellation 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. | | `4842` | Late Presentment

The issuer may use message reason code `4842` if the account is permanently closed and the Central Site Business Date (CSBD) is one of the following:

- More than seven calendar days after the transaction date and the transaction was completed with electronically recorded card details (whether card-read or key-entered)
- More than 30 calendar days after the transaction date, and the transaction was completed with manually recorded card details (whether imprinted or handwritten)
- More than 30 calendar days after the transaction date and the account has one of the following status codes:
- C – Credit problem
- F – Other fraud (lost/stolen/never received)
- X – Counterfeit card
- O – Account closed

**Information**: A 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 message reason code `4842` before the 30-calendar day presentment timeframe normally required for this code. | The sales receipt and/or date and amount of the authorization if different to the transaction date. | | `4846` | Correct Transaction Currency Code Not Provided

- The acquirer did not transmit the correct transaction currency code for the currency in which the transaction was completed.
- The transaction occurred in a dual currency environment and one transaction currency is not specified on the TID.

No Specified Currency on TID

If no currency indicator is specified on the transaction receipt, the currency that is legal tender in the country where the transaction took place is the original transaction currency. | Documentation proving that the correct currency was used to settle the sale. | | `4849` | Questionable Merchant Activity

An acquirer processed a transaction for a card acceptor that later was listed in a Mastercard Global Security Bulletin for violating section 9.14.1 in the Mastercard Bylaws and Rules or section 8.4 in the Security Rules and Procedures manual.

The issuer must have properly reported the transaction to SAFE with one of the following fraud codes:

- 00: Lost Fraud
- 01: Stolen Fraud
- 04: Counterfeit Card Fraud
- 06: Card Not Present Fraud
- 07: Multiple Imprint Fraud | 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. | | `4850` | Installment Billing Dispute

The cardholder's account has been inaccurately posted with a debit instead of a credit due to an incorrect transaction code or keying error.
For example, credit posted as a retail sale. | 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. | | `4853` | Cardholder Dispute

1. Defective/Not As Described
2. Canceled Recurring Transaction
3. Non-Receipt of Merchandise
4. Services Not Rendered
5. Credit Not Processed | 1. A detailed written rebuttal addressing the cardholder's claim (point by point) and any supporting documentation to prove the case. The rebuttal must specify the steps you took to resolve the complaint before it became a chargeback.
2. A written rebuttal addressing the cardholder's claim and any supporting documentation to prove the case. For example, a contract that shows cancellation requirements.
3. Documentation to prove that the cardholder received the goods (for example, signed proof of delivery), or proof that credit was issued.
4. Documentation to prove that the cardholder received the services, or proof that credit was issued.
5. A written rebuttal addressing the cardholder's claim and any supporting documentation to prove the case. For example, the cardholder has used goods or services. | | `4854` | Cardholder Dispute – Not Elsewhere Classified (US only)

The cardholder made an unsuccessful good-faith attempt to resolve a dispute about the goods or services. The dispute reflects a claim or defense that is authorized against issuers or creditors according to federal, state, or local truth-in-lending laws. | A detailed written rebuttal addressing the cardholder's claim (point by point) and any supporting documentation to prove the case.
The rebuttal must specify the steps you took to resolve the complaint before it became a chargeback. | | `4855` | Goods or Services Not Provided

The cardholder or their authorized representative did not receive goods that were to be shipped or delivered. | Documentation to prove that the cardholder received the goods or proof that credit was issued. | | `4859` | Addendum, No-show, or ATM Dispute

The cardholder disputes a transaction for one of the following reasons:

- They received none or only part of an ATM cash disbursement. This does not apply in cases of alleged fraud.
- They dispute a "no-show" hotel charge from a card acceptor that participates in the Mastercard Guaranteed Reservations Service.
- They dispute any subsequent transaction representing an addendum to any valid transaction from the same card acceptor. | Documentation to prove that the cardholder received the services, or proof that credit was issued. | | `4860` | Credit Not Processed

The issuer received a letter of complaint from the cardholder stating that the card acceptor did not post a credit to their account or posted a credit and reduced the amount of the credit due without proper disclosure. | A written rebuttal addressing the cardholder's claim and any supporting documentation to prove the case. | | `4863` | Cardholder Does Not Recognize – Potential Fraud

The cardholder does not recognize a face-to-face transaction on their statement and the issuer made a good-faith effort to identify the transaction for the cardholder.

The issuer may use message reason code `4863` for all card-not-present transactions if the cardholder claims they do not recognize the transaction on their statement. | A signed sales receipt with imprint or swipe.

For card-not-present transactions:
- An invoice, AVS results, CVV2 results, and signed proof of delivery
- Documentation that further identifies the transaction | | `4870`, `4871` | Counterfeit transaction, chip liability shift, chip/PIN liability
shift

The cardholder did not participate in the card-present transaction because a fraudster made a duplicate or counterfeit copy of the card. | Not applicable | | `4880` | Late Presentment

For Issuing disputes | Transaction printout | | `4890` | Syntax Error

For Issuing disputes | Not applicable | | `4999` | Domestic chargeback dispute (Europe only)

The issuer may use this reason code where a dispute is available in accordance with the applicable domestic rule, but cannot be processed under a different message reason code. | Documentation to support that the disputed transaction was completed in accordance with the applicable domestic rule. | --- ## Visa You can receive the following Visa chargeback codes: ### Fraud | Reason code | Description | Evidence required | | --- | --- | --- | | `10.1` | EMV Liability Shift Counterfeit Fraud

The cardholder disputed the transaction, claiming that either a fraudster or an unwitting participant authorized the transaction without the cardholder's knowledge.
The cardholder may also claim that a counterfeit card authorized a transaction from their account. | A signed sales receipt with imprint or swipe. | | `10.2` | EMV Liability Shift Non-Counterfeit Fraud

The cardholder believes that the fraudulent activity originated with the EMV terminal.
They may claim you were negligent in failing to identify the fraudulent activity. | Documentation to prove your EMV terminal had no impact on the disputed transaction.
This may include your merchant ID (MID) and the payment gateways you use to process transactions. | | `10.3` | Fraud – Card Present Environment

The cardholder claims they did not authorize or participate in a card-present transaction.

Alternatively, a fraudulent card-present transaction was attempted with an invalid card number that was not authorized. | 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 to protect you. | | `10.4` | Fraudulent Transaction – Card Absent Environment

The cardholder claims they did not authorize or participate in a card-not-present transaction.

Alternatively, a fraudulent transaction was attempted with an invalid card number that was not authorized. | 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. | | `10.5` | Visa Fraud Monitoring Program

Visa notified the issuer that the Visa Fraud Monitoring Program identified the transaction and the issuer has not successfully charged back the transaction using another reason code. | No reversal rights except for credit issued. | ### Authorization | Reason code | Description | Evidence required | | --- | --- | --- | | `11.1` | Card Recovery Bulletin

The transaction was below your floor limit, and no authorization was obtained.

On the date of the transaction, the account number appeared in the Card Recovery Bulletin for the Visa region where you're located (excluding US domestic). | The authorization code along with the date and amount of authorization, if different to the transaction date and amount. | | `11.2` | Declined Authorization

Authorization was declined and you completed the transaction.

If the authorization response was `decline`, `pick-up`, or `referral`, and a key entered _or_ a voice authorization code was obtained and a counterfeit card was used, the sale may be charged back. | The authorization code along with the date and amount of authorization, if different to the transaction date and amount. | | `11.3` | No Authorization

The transaction exceeds the floor limit, and no authorization was obtained, _or _ the transaction is an online check card transaction or an original adjustment. | The authorization code along with the date and amount of authorization, if different to the transaction date and amount. | | `11.4` | Service Code Violation

Authorization was not obtained for a magnetic-stripe read transaction on a Visa Electron Card or on a Visa Card in a registered required positive authorization (X2X service code) account range, excluding US domestic transactions. | The date and amount of authorization, if different to the transaction date and amount. | ### Processing errors | Reason code | Description | Evidence required | | --- | --- | --- | | `12.1` | Late Presentment

- The transaction was not processed within the required time limit, and the account used was not in a positive status on the date the chargeback was processed.
- The transaction date was more than 180 days before the processing date. | Limited reversal rights – Permitted only if credit was issued or if you can provide proof you processed the sale within the time limit. | | `12.2` | Incorrect Transaction Code

The transaction processing code used caused the cardholder to suffer a financial loss.
For example, if a full credit processed does not fully offset the debit on a cardholder’s card account (due to fluctuation in exchange rate), they may use this reason code to recover the loss. | 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 owed credit. | | `12.3` | Incorrect Currency | Authorization details and evidence that you received consent and that the currency is correct. | | `12.4` | Non-Matching Account Number

- The transaction was not authorized and was processed using an account number that does not match any on the issuer's master file.
- An original credit was processed using an account number that does not match any on the issuer's master file. | Sales receipt and proof of authorization by the issuer. | | `12.5` | Incorrect Transaction Amount or Account Number

- You processed an incorrect transaction amount.
- you processed an account number that did not match the transaction receipt.
- The cardholder’s transaction receipt contains an addition or transposition error.
- The transaction receipt was altered without the cardholder's permission. | - A signed sales receipt with imprint or swipe to show that cardholder agreed to the amount or that card number was correct.
- A written rebuttal if the amount was altered after the cardholder signed the receipt. | | `12.6.1` | Duplicate Processing

A single transaction was presented two or more times to the issuer for the same cardholder account number, similar transaction amounts, and similar clearing data.
If the same transaction was processed by different acquirers, the issuer must dispute the transaction that posted last.

For express payment service (EPS) or small-ticket transactions, the amounts must be the same. | Two different, signed (if possible) receipts or invoices.

If the sales receipt does not contain detail of items purchase, include an itemized list.

For EPS and small-ticket transactions, signatures are not required, only details of what was purchased. | | `12.6.2` | Altered Amount / Paid by Other Means

A sale posted to the cardholder’s credit card account.

However, the cardholder can prove that they paid by an alternative means, such as cash, check, a different credit card, or a debit card. | 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, for different goods. | | `12.7` | Invalid Data

No authorization or invalid data for authorization. | Provide evidence that the cardholder provided authorization. | ### Consumer disputes | Reason code | Description | Evidence required | | --- | --- | --- | | `13.1` | Services Not Provided or Merchandise Not Received

The cardholder did not receive, due to your unwillingness or inability any of the following:

- Services
- Shipped goods or goods that were to be received at the point of sale and were not
- Goods delivered at the agreed location or by the agreed date
- Airline or passenger rail tickets ordered by mail or phone, or online | Documentation to prove that the cardholder received the goods or services, or proof that credit was issued. | | `13.2` | Canceled Recurring Transaction

The sale resulted from a recurring transaction or pre-authorized health-care transaction and any of the following scenarios:

- The issuer received a complaint from the cardholder that payment of a recurring or pre-authorized health-care transaction was canceled before or on the transaction date.
- A previous transaction, resulting from the same written authorization, was charged back and the cardholder did not expressly renew the authorization.
- The issuer received a complaint from the cardholder about one of the following:
- The recurring transaction amount was not within the range of amounts the cardholder pre-authorized on the recurring transaction order form.
- You were supposed to notify the cardholder before processing each recurring transaction.
- The cardholder did not receive written notification of the charge from you postmarked at least 10 days before the transaction date.
- You sent written notification of the charge at least 10 days before the transaction date but the cardholder responded denying consent for the change to be posted to their account.
- The cardholder's account was canceled and/or is closed and previous notice was provided to the acquirer or to you that the account number was not to be honored. | A written rebuttal addressing the cardholder’s claim and any supporting documentation.
For example, a contract that shows cancellation requirements. | | `13.3` | Not as Described or Defective Merchandise/Services

- The goods or services received were not as described:
- On the transaction receipt or other documentation presented to the cardholder
- By you for mail/phone orders or online purchases
- The goods received were damaged, defective, or otherwise unsuitable for the purpose sold.

The cardholder must attempt to return the goods 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.
The rebuttal must specify the steps you took to resolve the complaint before it became a chargeback. | | `13.4` | Counterfeit Merchandise | Provide proof that the purchased goods are authentic, and that the cardholder knew the quality during the transaction. | | `13.5` | Misrepresentation

The cardholder claims the purchased goods/service was misrepresented during the transaction. | Provide proof that all representation of purchased goods/service was accurate during the transaction, and remains so. | | `13.6` | Credit Not Processed

- You issued a credit transaction receipt or refund acknowledgement, but the transaction was not processed through interchange.
- The cardholder returned goods 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 was issued, a statement/proof that the credit is for the transaction in question. | | `13.7` | Canceled Merchandise/Services

The cardholder claims that you charged them for goods or services that were canceled. | Provide proof that the disputed transaction was not canceled, and that the cardholder did not request to cancel the transaction. | | `13.8` | Original Credit Transaction Not Accepted | Provide the transaction receipt or other records to prove that you properly disclosed a limited return or cancellation policy at the time of the transaction. | | `13.9` | Non-receipt of cash or merchandise

The cardholder completed an ATM or TravelMoney transaction, but received only partial funds or no funds. | ATM audit log. |