Chargeback Reason Codes List 2026 — Visa, Mastercard, Amex & Discover (Complete Reference)
Every chargeback arrives with a reason code. Find yours below, understand what it means, and learn exactly what evidence you need to fight it.
Every chargeback arrives with a reason code — a short alphanumeric identifier assigned by the card network that tells you why the cardholder (or their bank) is disputing the transaction. If you've just received a chargeback notification and you're staring at a code like “10.4” or “4853,” you're in the right place.
Your reason code matters because it dictates the exact evidence you need to submit in your response. A fraud-related chargeback requires different documentation than a “merchandise not received” dispute. Submit the wrong evidence and your representment will fail — even if the transaction was legitimate.
How to use this guide: Find your card network below, locate your reason code, and review the key evidence needed. Once you know what you're dealing with, head to our Evidence Guide for detailed instructions on assembling your response package, and use our Response Letter Guide to structure your rebuttal.
Visa Chargeback Reason Codes
Visa organizes its chargeback reason codes into four categories, each identified by the first two digits:
- 10.x — Fraud: The cardholder or issuer claims the transaction was unauthorized.
- 11.x — Authorization: Something went wrong with the authorization process.
- 12.x — Processing Errors: The transaction was processed incorrectly (wrong amount, duplicate charge, etc.).
- 13.x — Consumer Disputes: The cardholder has a complaint about the goods, services, or billing.
Below is every major Visa reason code you're likely to encounter, along with what it means and what you need to fight it.
Fraud (10.x)
10.1: EMV Liability Shift – Counterfeit Fraud
- What it means: A counterfeit chip card was used at a terminal that doesn't support EMV chip reading. Under EMV liability shift rules, the fraud liability falls on the party with the lesser technology.
- Common trigger: Your terminal processed the transaction via magnetic stripe swipe when the card had a chip, or your terminal doesn't support chip reading at all.
- Key evidence needed:
- Proof the terminal is EMV-compliant and was functioning properly
- Transaction receipt showing chip was read (not swiped)
- Terminal certification documentation
- EMV transaction data (Application Cryptogram, TVR, etc.)
10.2: EMV Liability Shift – Non-Counterfeit Fraud
- What it means: A lost, stolen, or otherwise compromised (non-counterfeit) card was used at a terminal that did not perform chip authentication. Liability shifts to you because chip verification could have prevented the fraud.
- Common trigger: A stolen card was swiped at your POS instead of being dip-read. The cardholder reports they never authorized the purchase.
- Key evidence needed:
- Proof that the chip was read and PIN or signature was obtained
- Transaction receipt with chip verification method
- Terminal EMV compliance records
- Cardholder verification results (CVM)
10.3: Other Fraud – Card-Present
- What it means: The cardholder claims they did not authorize a card-present transaction, and the dispute does not fall under EMV liability shift rules.
- Common trigger: The cardholder denies being present for the transaction. This can occur when someone else used their card in-store, or the cardholder is committing friendly fraud.
- Key evidence needed:
- Signed receipt or PIN verification record
- Surveillance footage showing the cardholder at the terminal
- ID verification records if collected
- Proof of prior undisputed transactions from the same card at your location
10.4: Other Fraud – Card-Absent Environment
- What it means: The cardholder claims they did not authorize a card-not-present (CNP) transaction — typically an online, phone, or mail order purchase. This is the single most common chargeback code for ecommerce merchants and the one most frequently associated with “friendly fraud,” where the actual cardholder made the purchase but later denies it.
- Common trigger: A customer places an order on your website and later tells their bank they didn't make the purchase. This also triggers when an actually stolen card number is used online. Because there's no chip read or signature in CNP transactions, the burden of proof is heavily on you as the merchant.
- Key evidence needed:
- AVS (Address Verification Service) match confirmation showing the billing address matched
- CVV/CVV2 match confirmation proving the three-digit security code was entered correctly
- 3D Secure authentication results (Verified by Visa) — this is your strongest defense, as successful 3DS can shift liability back to the issuer
- Device fingerprint, IP address, and geolocation data showing the order originated from the cardholder's known location
- Delivery confirmation with signature or proof the item was delivered to the cardholder's verified address
- Records of the customer logging into their account, previous order history, or engagement with order confirmation/shipping emails
- Any communication from the cardholder acknowledging the purchase (emails, chat logs, support tickets)
Need help? See our Evidence Checklist and Response Letter Template.
Shopify merchants · Stripe merchants · PayPal merchants — get a tailored response.
10.5: Visa Fraud Monitoring Program
- What it means: Visa itself has identified your business as having excessive fraud levels through its monitoring program and is initiating chargebacks directly.
- Common trigger: Your fraud-to-sales ratio has exceeded Visa's thresholds. This is a systemic issue, not a single-transaction dispute.
- Key evidence needed: This code is difficult to fight on a per-transaction basis. Focus on demonstrating fraud prevention improvements: updated fraud screening tools, 3D Secure implementation, enhanced verification procedures. Work with your acquirer to develop a remediation plan for Visa.
Authorization (11.x)
11.1: Card Recovery Bulletin
- What it means: The transaction was completed using a card number that appeared on the Card Recovery Bulletin (a list of cards that should be declined or confiscated). You processed the transaction anyway.
- Common trigger: Your terminal or system did not check the card against the current recovery bulletin, or the check was bypassed.
- Key evidence needed:
- Proof that authorization was obtained before the card appeared on the bulletin
- Valid authorization code for the transaction
- Timestamp showing the authorization preceded the bulletin listing
11.2: Declined Authorization
- What it means: The authorization request was declined, but you processed the transaction anyway.
- Common trigger: Your system received a decline response but the sale went through due to a system error, manual override, or failure to check the response code.
- Key evidence needed:
- Valid authorization approval code for the transaction
- Authorization log showing an approval (not decline) response
- Proof the transaction amount matches the authorized amount
11.3: No Authorization
- What it means: You never obtained authorization for the transaction at all.
- Common trigger: The transaction was processed without sending an authorization request — often due to offline processing, system downtime, or manual entry errors.
- Key evidence needed:
- Valid authorization approval code
- Authorization log with timestamp
- Proof the authorization was obtained within the required timeframe
Processing Errors (12.x)
12.1: Late Presentment
- What it means: You submitted the transaction for processing after Visa's allowed timeframe.
- Common trigger: A delay between when the transaction was authorized and when it was batched and settled — commonly caused by manual batching processes or system issues.
- Key evidence needed:
- Proof the transaction was submitted within the required timeframe
- Authorization date and settlement date records
- Evidence of system issues that caused the delay (if applicable)
12.2: Incorrect Transaction Code
- What it means: The transaction was submitted with the wrong transaction code (e.g., a credit was processed as a debit, or vice versa).
- Common trigger: A processing error at the POS or in your payment system where the wrong transaction type was applied.
- Key evidence needed:
- Correct transaction records showing the intended transaction type
- Supporting documentation that the transaction code was accurate
- Terminal or gateway logs
12.3: Incorrect Currency
- What it means: The transaction was processed in a different currency than what the cardholder agreed to at the point of sale.
- Common trigger: A currency conversion error or failure to process in the cardholder's expected currency during a cross-border transaction.
- Key evidence needed:
- Proof the cardholder agreed to the transaction currency (checkout page screenshots, terms displayed)
- Dynamic Currency Conversion (DCC) disclosure records
- Transaction receipt showing the agreed-upon currency
12.4: Incorrect Account Number
- What it means: The transaction was posted to the wrong cardholder account.
- Common trigger: A keying error or system glitch that routed the charge to the wrong card number.
- Key evidence needed:
- Documentation confirming the correct account number was charged
- Transaction records matching the card number to the sale
- POS or gateway logs
12.5: Incorrect Amount
- What it means: The amount charged differs from the amount the cardholder agreed to pay.
- Common trigger: A tip was added incorrectly, the wrong total was submitted, or a data entry error inflated the charge.
- Key evidence needed:
- Signed receipt or checkout confirmation showing the correct amount
- Itemized transaction details
- Proof the cardholder agreed to the final amount
12.6.1: Duplicate Processing
- What it means: The same transaction was processed more than once, resulting in multiple charges for a single purchase.
- Common trigger: A system timeout caused a retry, the batch was submitted twice, or a manual re-entry duplicated the charge.
- Key evidence needed:
- Proof that each charge corresponds to a separate, legitimate transaction
- Separate order confirmations, invoices, or itemized receipts for each charge
- Distinct authorization codes for each transaction
12.6.2: Paid by Other Means
- What it means: The cardholder claims they paid for the same transaction through a different method (cash, check, another card) and were double-charged.
- Common trigger: The customer paid with one method but the card transaction also went through, or the customer believes an alternative payment settled the bill.
- Key evidence needed:
- Proof that no other form of payment was received for this transaction
- Payment records showing only the card transaction exists
- Refund records if the alternative payment was already returned
12.7: Invalid Data
- What it means: The transaction was submitted with invalid or incomplete data that violates Visa's processing requirements.
- Common trigger: Missing or malformed data fields in the transaction submission — such as incorrect merchant category code, missing authorization data, or invalid card acceptor information.
- Key evidence needed:
- Corrected transaction data
- Proof that all required data fields were included and accurate
- Processing logs showing the data submitted
Consumer Disputes (13.x)
13.1: Merchandise/Services Not Received
- What it means: The cardholder claims they never received the goods or services they paid for. This is one of the most common ecommerce chargeback codes alongside 10.4.
- Common trigger: A shipped order that the customer says never arrived, a digital product the customer says they never accessed, or a service that was never performed.
- Key evidence needed:
- Shipping tracking number with delivery confirmation (carrier-signed proof of delivery is strongest)
- Delivery address matching the cardholder's billing or shipping address on file
- Signature confirmation if available
- For digital goods: access logs, download records, IP address of access, email delivery confirmation
- For services: signed service agreement, completion records, photos/documentation of work performed
- Communication with the customer acknowledging receipt or discussing the product/service post-delivery
Need help? See our Evidence Checklist and Response Letter Template.
Shopify merchants · Stripe merchants · PayPal merchants — get a tailored response.
13.2: Canceled Recurring Transaction
- What it means: The cardholder claims they canceled a recurring subscription or membership, but you continued to charge them.
- Common trigger: The customer requested cancellation but charges continued — either because the cancellation wasn't processed, your system failed, or the customer didn't follow the correct cancellation procedure.
- Key evidence needed:
- Your cancellation policy as presented to the customer at sign-up
- Proof the customer did not cancel through the required channels
- Records showing continued use of the service after the alleged cancellation date
- Communication logs (emails, chat) regarding the subscription
- If canceled: proof the final charge fell within the billing cycle before cancellation took effect
13.3: Not as Described or Defective
- What it means: The cardholder received the product or service but claims it's materially different from what was described, or it arrived damaged or defective.
- Common trigger: The product doesn't match website descriptions or photos, the item arrived broken, a service didn't meet the stated specifications, or the customer feels the quality was misrepresented.
- Key evidence needed:
- Product description, images, and specifications as displayed on your website at the time of purchase
- Proof the item shipped matches what was ordered (pick/pack records, photos)
- Quality control or inspection records
- Your return/refund policy and proof it was displayed to the customer
- Evidence the customer did not attempt to return the item or contact you before filing the dispute
- Communication with the customer about the issue
13.6: Credit Not Processed
- What it means: The cardholder claims they are owed a refund or credit that was never issued — either because they returned merchandise, canceled a service, or were promised a credit.
- Common trigger: A customer returned an item and is waiting for a refund that was delayed or never processed. Or the customer canceled and expected a prorated credit.
- Key evidence needed:
- Proof the refund/credit was already processed (transaction ID, date, amount)
- If not yet refunded: your refund policy and evidence the return conditions weren't met
- Communication showing the customer was informed of refund timelines
- Your return policy as presented at checkout
13.7: Canceled Merchandise/Services
- What it means: The cardholder canceled the order or service but was still charged, or they claim a refund is owed for a cancellation.
- Common trigger: The customer attempted to cancel before fulfillment but the order shipped anyway, or the service continued after cancellation.
- Key evidence needed:
- Proof the goods/services were provided before the cancellation request
- Your cancellation policy as displayed to the customer
- Cancellation request records and timestamps relative to fulfillment
- Communication with the customer regarding the cancellation
13.8: Original Credit Transaction Not Accepted
- What it means: The cardholder disputes an original credit transaction (a refund or credit pushed to their card that they did not request or recognize).
- Common trigger: You issued a credit to a card but the cardholder doesn't recognize it or didn't request it.
- Key evidence needed:
- Documentation of the original transaction that triggered the credit
- Proof the cardholder requested or is owed the credit
- Communication records supporting the credit issuance
13.9: Non-Receipt of Cash or Load Transaction
- What it means: The cardholder claims they did not receive cash from an ATM withdrawal or a load transaction to a prepaid card was not completed.
- Common trigger: An ATM malfunction or prepaid card loading error where the cardholder's account was debited but the cash or value was not dispensed.
- Key evidence needed:
- ATM journal or terminal logs showing successful dispensing
- Prepaid card load confirmation records
- Surveillance footage (for ATM transactions)
- Error logs if a malfunction occurred and was resolved
Mastercard Chargeback Reason Codes
Mastercard uses four-digit numeric codes. While the numbering system differs from Visa, many codes map to similar dispute types. Here are the major Mastercard reason codes you need to know.
4808: Authorization-Related
- What it means: The transaction was processed without a valid authorization, the authorization was declined, or required authorization was not obtained.
- Common trigger: You processed a sale after receiving a decline response, or submitted the transaction without requesting authorization at all.
- Key evidence needed:
- Valid authorization approval code
- Authorization log with timestamps
- Proof the transaction was processed within the authorized timeframe and amount
4834: Point of Interaction Error
- What it means: An error occurred at the point of interaction — this can involve duplicate processing, incorrect transaction amounts, incorrect currency codes, or late presentment.
- Common trigger: A duplicate charge was submitted, the wrong amount was processed, or the transaction was batched late.
- Key evidence needed:
- For duplicate processing: proof each charge is for a separate transaction with distinct authorization codes
- For incorrect amount: signed receipt or agreement showing the correct amount
- For late presentment: proof the transaction was submitted within the required window
4837: No Cardholder Authorization
- What it means: The cardholder claims they did not authorize or participate in the transaction. This is Mastercard's equivalent of Visa's fraud codes and is one of the most common Mastercard chargebacks for online merchants.
- Common trigger: The cardholder denies making the purchase — either genuinely (stolen card) or as friendly fraud.
- Key evidence needed:
- AVS and CVV match records
- 3D Secure (Mastercard Identity Check) authentication results
- IP address, device data, and geolocation
- Delivery confirmation to the cardholder's address
- Prior transaction history and customer account activity
Read full Mastercard 4837 guide →
4841: Canceled Recurring Transaction
- What it means: The cardholder canceled a recurring payment arrangement but was charged again.
- Common trigger: Continued billing after the customer requested cancellation.
- Key evidence needed:
- Cancellation policy as presented to the customer
- Proof the customer did not cancel through proper channels, or continued using the service
- Billing cycle dates relative to cancellation request
4842: Late Presentment
- What it means: The transaction was submitted for clearing beyond Mastercard's allowed timeframe.
- Common trigger: A batch processing delay.
- Key evidence needed:
- Proof the transaction was submitted within the allowed window
- Authorization and settlement date records
4846: Correct Transaction Currency Code Not Provided
- What it means: The transaction was processed in the wrong currency or the currency code was not correctly provided.
- Common trigger: Currency mismatch during cross-border transactions.
- Key evidence needed:
- Proof the correct currency was disclosed to the cardholder
- Transaction receipt showing agreed currency
- DCC disclosure records if applicable
4847: Exceeds Floor Limit and Not Authorized
- What it means: The transaction exceeded the applicable floor limit and no authorization was obtained.
- Common trigger: A high-value transaction processed without authorization — typically in offline or fallback scenarios.
- Key evidence needed:
- Valid authorization approval code
- Proof authorization was obtained for the full amount
4849: Questionable Merchant Activity
- What it means: The issuer suspects fraudulent or questionable activity by the merchant itself.
- Common trigger: Unusual transaction patterns, excessive chargebacks, or suspicion that the merchant is involved in fraudulent schemes.
- Key evidence needed: This is a serious code. Provide complete transaction records, legitimate business documentation, customer communication, and evidence of bona fide business operations. Work directly with your acquirer on the response.
4853: Cardholder Dispute (Not as Described / Not Received)
- What it means: The cardholder claims the merchandise was not as described, defective, or was never received. This is a broad consumer dispute code and one of the most common Mastercard chargebacks.
- Common trigger: The customer received an item that doesn't match the listing, the product arrived damaged, or the order was never delivered.
- Key evidence needed:
- For not received: shipping tracking with delivery confirmation, carrier records, signature proof
- For not as described: product listing, description accuracy documentation, quality inspection records
- Your return policy and evidence the customer didn't contact you first
- Customer communication logs
Read full Mastercard 4853 guide →
4855: Goods or Services Not Provided
- What it means: The cardholder paid but never received the goods or services.
- Common trigger: An order that was never shipped, a service that was never performed, or a digital product that was never delivered.
- Key evidence needed:
- Delivery or fulfillment confirmation
- Tracking records with proof of delivery
- Service completion documentation
- Digital access or download logs
4859: Services Not Rendered
- What it means: The cardholder paid for a service that was never provided or was only partially provided.
- Common trigger: A canceled event, an appointment that didn't happen, or a service engagement that ended before completion.
- Key evidence needed:
- Service agreement and terms
- Proof the service was rendered (completion records, photos, reports)
- Communication confirming service delivery
- Your refund/cancellation policy
4860: Credit Not Processed
- What it means: The cardholder was promised a refund or credit, but it was never issued.
- Common trigger: A delayed or missed refund after a return or cancellation.
- Key evidence needed:
- Proof the credit was already processed (transaction records, refund confirmation)
- If not refunded: refund policy and evidence the conditions for a refund were not met
- Return/cancellation communication with the customer
4863: Cardholder Does Not Recognize
- What it means: The cardholder doesn't recognize the transaction on their statement.
- Common trigger: An unclear or unfamiliar billing descriptor caused the cardholder to not recognize your charge — even though the purchase was legitimate.
- Key evidence needed:
- Your billing descriptor as it appears on statements
- Order confirmation sent to the cardholder
- Proof the cardholder did transact (AVS match, order details, delivery records)
- Customer account login or engagement records
American Express Chargeback Reason Codes
American Express uses an alphanumeric coding system organized by letter prefix: A (Authorization), C (Consumer/Cardholder Disputes), F (Fraud), and P (Processing Errors). Because Amex functions as both the card network and the issuer, the dispute process differs slightly — but the evidence principles are similar.
A01: Charge Amount Exceeds Authorization
- What it means: The settled amount is higher than the amount authorized.
- Key evidence: Authorization log showing the correct amount; proof the cardholder agreed to the final charge.
A02: No Valid Authorization
- What it means: No authorization was obtained for the transaction.
- Key evidence: Valid authorization approval code and timestamp.
A08: Authorization Approval Expired
- What it means: The authorization was obtained but expired before the transaction was submitted for settlement.
- Key evidence: Proof the transaction was settled within the authorization validity period; a new authorization code if re-authorized.
C02: Credit Not Processed
- What it means: A refund or credit owed to the cardholder was never issued.
- Key evidence: Proof the credit was processed, or refund policy showing conditions were not met.
C04: Goods/Services Returned or Refused
- What it means: The cardholder returned merchandise or refused delivery and expects a refund.
- Key evidence: Proof the return was not received or did not meet return policy conditions; your return policy.
C05: Goods/Services Canceled
- What it means: The cardholder canceled the order or service and was not refunded.
- Key evidence: Cancellation policy; proof goods/services were delivered before the cancellation; proof no cancellation was received.
C08: Goods/Services Not Received
- What it means: The cardholder never received the purchased goods or services.
- Key evidence: Delivery tracking with confirmation; signed proof of delivery; service completion records.
C14: Paid by Other Means
- What it means: The cardholder claims the charge was paid via a different payment method.
- Key evidence: Payment records showing no alternate payment was received for this transaction.
C18: Cancel of Recurring Billing
- What it means: The cardholder canceled recurring billing but was charged again.
- Key evidence: Cancellation policy; proof no valid cancellation was received; records of continued service usage.
C28: Canceled Recurring Billing
- What it means: Similar to C18 — the cardholder disputes a recurring charge after cancellation.
- Key evidence: Same as C18; subscription terms and cancellation records.
C31: Goods/Services Not as Described
- What it means: The cardholder received goods or services that materially differ from what was advertised.
- Key evidence: Product listing and descriptions; proof the item matched the listing; quality control records; return policy.
C32: Goods/Services Damaged or Defective
- What it means: The cardholder received damaged or defective merchandise.
- Key evidence: Shipping and packaging records; quality inspection documentation; proof the customer didn't contact you or attempt a return.
F10: Missing Imprint
- What it means: A card-present transaction was processed without a valid card imprint or electronic read.
- Key evidence: Transaction receipt showing card was properly read; EMV chip data or swipe records.
F14: Missing Signature
- What it means: The required cardholder signature was not obtained.
- Key evidence: Signed receipt; proof the transaction was below the signature threshold; PIN verification records.
F24: No Cardholder Authorization
- What it means: The cardholder denies authorizing the transaction (fraud claim).
- Key evidence: AVS/CVV match; 3D Secure results (Amex SafeKey); IP and device data; delivery confirmation.
F29: Card Not Present
- What it means: A fraud claim on a card-not-present transaction. This is Amex's equivalent of Visa 10.4.
- Key evidence: AVS/CVV match; Amex SafeKey authentication results; device fingerprint and IP data; delivery confirmation to the verified address; customer account activity and order history.
P01: Unassigned Card Number
- What it means: The card number used in the transaction has not been assigned to any account.
- Key evidence: Valid authorization approval code; transaction records showing the card number.
P03: Credit Processed as Charge
- What it means: A credit/refund transaction was incorrectly processed as a charge to the cardholder.
- Key evidence: Correct transaction records; proof the credit was subsequently issued.
P04: Charge Processed as Credit
- What it means: A charge was incorrectly submitted as a credit.
- Key evidence: Corrected transaction records; proof of the correct transaction type.
P05: Incorrect Charge Amount
- What it means: The charged amount differs from the amount the cardholder agreed to.
- Key evidence: Signed receipt or order confirmation showing the agreed amount; itemized invoice.
P08: Duplicate Charge
- What it means: The cardholder was charged more than once for the same transaction.
- Key evidence: Proof each charge corresponds to a separate order; distinct authorization codes and order confirmations.
Discover Chargeback Reason Codes
Discover uses a mix of two-letter codes and alphanumeric identifiers. The codes cover similar categories to other networks: fraud, authorization, processing errors, and consumer disputes.
UA01: Fraud – Card Present
- What it means: The cardholder claims a card-present transaction was unauthorized.
- Key evidence: Signed receipt; EMV chip transaction data; cardholder verification records; surveillance footage.
UA02: Fraud – Card Not Present
- What it means: The cardholder claims a card-not-present transaction was unauthorized.
- Key evidence: AVS/CVV match; 3D Secure results; IP address and device data; delivery confirmation.
UA05: Fraud – Counterfeit Chip
- What it means: A counterfeit chip card was used and the terminal failed to perform proper chip authentication.
- Key evidence: EMV terminal compliance records; chip transaction data; proof the chip was read.
UA06: Fraud – Chip-and-PIN
- What it means: Fraud involving a chip-and-PIN transaction where proper PIN verification didn't occur.
- Key evidence: PIN verification records; EMV transaction data; terminal compliance documentation.
AT: Merchant Authorization Failure
- What it means: Authorization was not properly obtained.
- Key evidence: Valid authorization code; authorization log with timestamps.
IN: Card Not Present
- What it means: A CNP transaction is disputed — similar to UA02 but may cover additional non-fraud scenarios.
- Key evidence: AVS/CVV match; order confirmation; delivery confirmation; customer account records.
AA: Does Not Recognize
- What it means: The cardholder does not recognize the transaction on their statement.
- Key evidence: Billing descriptor information; order confirmation sent to the cardholder; delivery records; customer correspondence.
AP: Canceled Recurring
- What it means: A recurring charge was processed after the cardholder canceled.
- Key evidence: Cancellation policy; proof no cancellation was received; continued service usage records.
AW: Altered Amount
- What it means: The transaction amount was altered after the cardholder authorized it.
- Key evidence: Original authorization records; signed receipt showing the final amount; itemized transaction details.
CD: Credit/Debit Posted Incorrectly
- What it means: A credit was posted as a debit or vice versa.
- Key evidence: Correct transaction records; proof of the correct posting type.
DP: Duplicate Processing
- What it means: The cardholder was charged more than once for the same transaction.
- Key evidence: Proof each charge is a separate, legitimate transaction with distinct order details and authorization codes.
EX: Expired Card
- What it means: A transaction was processed on a card that had expired.
- Key evidence: Proof the card was valid at the time of authorization; valid authorization code obtained before expiration.
IC: Late Presentment
- What it means: The transaction was submitted for clearing after the allowed timeframe.
- Key evidence: Authorization and settlement date records; proof the submission was timely.
LP: Late Presentation
- What it means: Same as IC — late submission of the transaction for processing.
- Key evidence: Same as IC.
NC: Not Classified / Not Covered
- What it means: The dispute doesn't fall neatly into another reason code category.
- Key evidence: Review the chargeback documentation carefully for specifics; provide comprehensive transaction records, customer communication, and fulfillment proof.
NF: Non-Receipt of Merchandise
- What it means: The cardholder claims they never received the merchandise.
- Key evidence: Shipping tracking with delivery confirmation; signed proof of delivery; carrier records.
PM: Paid by Other Means
- What it means: The cardholder claims the transaction was paid by another method.
- Key evidence: Payment records showing no alternate payment was received.
RG: Non-Receipt of Goods or Services
- What it means: Similar to NF — the cardholder claims non-receipt of goods or services.
- Key evidence: Delivery confirmation; service completion records; tracking data.
RN2: Credit Not Processed
- What it means: The cardholder is owed a refund or credit that was never issued.
- Key evidence: Proof the refund was processed; refund policy if conditions were not met.
RM: Cardholder Disputes Quality
- What it means: The cardholder received goods or services but disputes their quality.
- Key evidence: Product descriptions and images; quality inspection records; return policy; proof the customer did not return the item or contact you.
Understanding Reason Codes: Key Takeaways
Your reason code is the starting point for your entire response strategy. Here's what to keep in mind:
The code determines your evidence requirements. A fraud chargeback (Visa 10.4, Mastercard 4837, Amex F29) demands proof the cardholder authorized the purchase — think AVS/CVV matches, 3D Secure results, and device data. A “not received” chargeback (Visa 13.1, Mastercard 4853, Amex C08) demands shipping and delivery proof. Submitting the wrong evidence wastes your time and your chance to win.
Different networks, similar disputes. Although Visa uses decimal codes, Mastercard uses four-digit numbers, Amex uses letter-number combinations, and Discover uses two-letter codes — many of them describe the same underlying issue. A customer claiming they never received their order will generate Visa 13.1, Mastercard 4853 or 4855, Amex C08, or Discover NF. The evidence you need is essentially the same regardless of network.
The most common ecommerce chargebacks cluster around fraud claims and consumer disputes. For online merchants, the codes to know best are:
- Visa: 10.4 (CNP fraud), 13.1 (not received), 13.2 (canceled recurring), 13.3 (not as described)
- Mastercard: 4837 (no cardholder authorization), 4853 (cardholder dispute), 4863 (does not recognize)
- Amex: F29 (card not present fraud), C08 (not received), C31 (not as described)
- Discover: UA02 (CNP fraud), NF (non-receipt), RM (quality dispute)
Reason codes can be wrong. Sometimes the issuing bank selects a code that doesn't accurately reflect the real dispute. A customer might complain about product quality, but the bank files it under a fraud code. You still need to respond to the code as filed, but you can address the actual issue in your rebuttal as well.
Ready to build your response? Start with our Response Letter Guide for a proven framework, and visit our Evidence Guide for detailed documentation checklists organized by dispute type.
Related Chargeback Reason Code Resources
Looking for reason codes for a specific card network? Here's a quick summary of what each network's codes cover and how they compare:
Mastercard chargeback reason codes list: Mastercard organizes its codes into four-digit numbers. The most common for ecommerce merchants are 4837 (unauthorized transaction), 4853 (cardholder dispute covering both “not received” and “not as described”), and 4863 (cardholder does not recognize the charge). Unlike Visa, which has separate codes for fraud and consumer disputes, Mastercard's 4853 is a catch-all code that covers multiple dispute scenarios.
Visa chargeback reason codes 2026: Visa's reason code system uses a decimal format organized into four categories: 10.x for fraud, 11.x for authorization issues, 12.x for processing errors, and 13.x for consumer disputes. The codes most relevant to online sellers are 10.4 (card-not-present fraud, the single most common ecommerce chargeback), 13.1 (merchandise not received), and 13.3 (not as described). Visa periodically updates its codes — the current structure has been stable since the Visa Claims Resolution (VCR) initiative.
Amex chargeback reason codes: American Express uses a letter-number system: A-codes for authorization, C-codes for consumer disputes, F-codes for fraud, and P-codes for processing errors. Because Amex acts as both the network and the issuer, the dispute process can move faster, and response deadlines tend to be shorter. Key codes for ecommerce: F29 (card not present fraud), C08 (goods not received), and C31 (not as described).
New chargeback codes and updates: Card networks occasionally revise their reason code systems. Visa's most recent major overhaul was the VCR initiative, which consolidated dozens of legacy codes into the current streamlined system. Mastercard similarly updated its codes in recent years. We keep this reference current — last updated March 2026.
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FAQ
What is a chargeback reason code?
A chargeback reason code is an alphanumeric identifier assigned by the card network (Visa, Mastercard, American Express, or Discover) that categorizes why a transaction is being disputed. It appears on your chargeback notification and tells you the stated basis for the dispute — whether that's fraud, a processing error, non-receipt of goods, or another issue. The code determines what evidence you need to submit in your response.
Do different card networks use different reason codes?
Yes. Each card network has its own coding system. Visa uses decimal codes (like 10.4 or 13.1), Mastercard uses four-digit numbers (like 4837 or 4853), American Express uses letter-number combinations (like F29 or C08), and Discover uses two-letter codes (like UA02 or NF). Despite the different formats, many codes across networks refer to the same types of disputes.
Can the reason code be wrong?
It can, and it's not uncommon. The issuing bank selects the reason code based on the cardholder's complaint, and sometimes the code doesn't accurately reflect the real reason for the dispute. For example, a cardholder may be unhappy with product quality, but the bank might file it as a fraud dispute. When this happens, you should still respond to the code as filed — but you can also address the actual issue in your supporting documentation.
Does the reason code affect my chances of winning?
It does. Some reason codes are inherently harder to fight than others. For example, authorization errors (where you simply didn't get authorization) leave little room for dispute. On the other hand, fraud claims on card-not-present transactions (Visa 10.4, Mastercard 4837) can often be won with strong evidence like AVS/CVV matches, 3D Secure results, and delivery confirmation. Your win rate depends heavily on matching the right evidence to the specific reason code.
Where do I find my chargeback reason code?
Your chargeback reason code appears on the chargeback notification sent to you by your acquiring bank (payment processor). It's typically listed near the top of the notice alongside the transaction details, dispute amount, and response deadline. If you process payments through a platform like Stripe, PayPal, or Shopify, the reason code is usually displayed in your dispute dashboard within the platform.
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