WINNINGCHARGEBACKS

VISA · MASTERCARD · AMEX · DISCOVER

Chargeback Reason Codes

Defense guides for every major chargeback code across all four card networks — what each code means, what evidence wins, and the exact language to use in your response.

Card networks assign reason codes to every chargeback to classify what the cardholder is claiming. Understanding the specific code you are defending is the difference between a generic response that fails and a targeted response that wins. Each guide below breaks down the network evaluation criteria and the evidence that moves the outcome in your favor.

98

Reason Codes Covered

4

Card Networks

15+

Years of Dispute Experience

VISA

Visa 24 codes

EMV Liability Shift Counterfeit Fraud

Fraud · Card Present

Chip card swiped instead of dipped. EMV liability shift makes this unwinnable without an EMV-certified terminal.

EMV Liability Shift Non-Counterfeit Fraud

Fraud · Card Present

Lost, stolen, or never-received chip card used at a non-EMV terminal. Pin bypass and fallback transactions carry full merchant liability.

Visa Fraud Monitoring Program

Fraud · Compliance

Issued when Visa's monitoring systems identify a merchant with abnormal fraud volume. Requires systemic process changes, not just a dispute response.

Card Recovery Bulletin

Authorization · Declined Card

Transaction completed on a card flagged for pickup or decline. Completing a blocked transaction is a per-se violation with no winning defense.

Incorrect Amount

Processing Error · Amount

The settled amount differs from the authorized amount. Easily won with matching auth and settlement records; easily lost without them.

Duplicate Processing

Processing Error · Duplicate

The same transaction was submitted twice. Prove two distinct purchases with separate order IDs — or accept the chargeback if it's a true duplicate.

Misrepresentation

Consumer Dispute · Misrepresentation

The cardholder claims your product or service was materially misrepresented. Accurate product listings and documented terms are your defense.

Other Fraud — Card Absent Environment

Fraud · Card Not Present

The primary fraud chargeback for e-commerce merchants. 3D Secure authentication shifts liability away from you entirely.

Merchandise / Services Not Received

Consumer Dispute · Non-Receipt

The most common delivery-related chargeback on Visa. Issuers require specific carrier tracking language, not just a tracking number.

Cancelled Recurring Transaction

Consumer Dispute · Recurring Billing

The dominant chargeback code for subscription and SaaS businesses. Cancellation policy clarity and documented opt-in are your primary defenses.

Not as Described or Defective Merchandise

Consumer Dispute · Item Quality

Filed when an item arrives but does not match what was sold. Product description accuracy and return policy terms are your first line of defense.

Credit Not Processed

Consumer Dispute · Credit

Filed when a refund was agreed to but never appeared. Win by proving the credit was issued, or that you had no obligation to issue one.

Cancelled Merchandise / Services

Consumer Dispute · Cancellation

When a customer cancels, refuses delivery, or returns goods. Your return and cancellation policy terms determine whether this dispute is winnable.

Other Fraud — Card-Present Environment

Fraud · Card Present

Counterfeit cards, manual imprints, and key-entered transactions. Non-EMV fallback transactions carry high merchant liability for card-present fraud.

Declined Authorization

Authorization · Declined

Transaction processed after an explicit issuer decline. Near-impossible to win — the authorization response is the definitive record.

No Authorization

Authorization · Missing Auth

No authorization was obtained before settlement. Voice authorization records and proof of approval can overcome this dispute.

Late Presentment

Processing Error · Timing

Transaction settled outside Visa's 30-day presentment window. Entirely preventable — virtually impossible to win once the window has passed.

Incorrect Transaction Code

Processing Error · Transaction Type

Wrong transaction type submitted — sale coded as credit or vice versa. Corrected settlement records and receipts showing the right transaction type can win.

Incorrect Currency

Processing Error · Currency

DCC applied without cardholder consent. A signed DCC disclosure form is your primary defense against this currency conversion dispute.

Incorrect Account Number

Processing Error · Account

Transaction settled against the wrong account number. Tokenization records and reissuance documentation are the key evidence.

Processing Error · Data

Missing or invalid fields in the settlement record. Correct authorization data is the primary defense for this technical processing error.

Counterfeit Merchandise

Consumer Dispute · Authenticity

Cardholder claims goods are counterfeit or not genuine. Authorized reseller documentation and supply chain records are essential evidence.

Original Credit Transaction Not Accepted

Consumer Dispute · OCT

A push payment or OCT was rejected by the cardholder's bank. Consent documentation and the original payment request are key evidence.

Non-Receipt of Cash or Load Transaction Value

Consumer Dispute · ATM / Prepaid

ATM dispense failures and prepaid card load errors. Electronic journal records from the terminal are the primary winning evidence.

MC

Mastercard 14 codes

Point of Interaction Error

Processing Error · POI

Transaction errors at the point of sale: wrong amounts, duplicate charges, late presentment. Authorization records and receipts are your defense.

Goods or Services Not Provided

Consumer Dispute · Non-Receipt · Now under 4853

Consolidated under 4853 as a sub-condition. Merchants may still receive legacy 4855 references. Defense strategy: carrier tracking showing delivery to the billing address.

Addendum, No-Show, or ATM Dispute

Consumer Dispute · Addendum

Covers hotel no-show charges, disputed add-on fees, and ATM errors. A signed check-in agreement or no-show policy acknowledgement is key.

Credit Not Processed

Consumer Dispute · Credit · Transitioning to 4853

Transitioning under 4853 as a sub-condition. Acquirers may still pass legacy 4860 code. Win by proving the credit was issued or that refund terms were not met.

Chip Liability Shift

Fraud · Card Present

Mastercard's EMV liability shift code for counterfeit card-present fraud. Non-EMV terminals carry automatic merchant liability for chip card fraud.

No Cardholder Authorization

Fraud · No Authorization

Mastercard primary fraud chargeback. 3D Secure 2 is the only reliable defense; without it, layered behavioral evidence is your best option.

Cancelled Recurring Transaction

Consumer Dispute · Recurring Billing · Now under 4853

Consolidated under 4853 as a sub-condition. Merchants may still receive legacy 4841 references. Defense: cancellation policy, renewal notifications, usage logs.

Cardholder Dispute (Umbrella Code)

Consumer Dispute · Absorbs 4855, 4841, 4860

Mastercard’s primary consumer dispute code. Now encompasses Not as Described, Goods Not Provided, Cancelled Recurring, Credit Not Processed, and more. Sub-condition in Member Message Text determines the defense strategy.

Cardholder Does Not Recognize

Retired · See 4837

This code was retired during the Mastercard Dispute Resolution Initiative. Disputes formerly filed under 4863 are now handled under 4837 (No Cardholder Authorization).

Fraudulent Processing of Transactions

Fraud · Pattern Fraud

Multiple unauthorized transactions indicating card testing or systematic fraud. 3DS 2.0 authentication is the only reliable defense for CNP merchants.

Questionable Merchant Activity

Fraud · Compliance

Network-level action for transaction laundering, prohibited goods, or MCC misrepresentation. Not a standard dispute — requires a legal and compliance response.

Cardholder Dispute — Not Elsewhere Classified

Consumer Dispute · Catch-All

Secondary catch-all for consumer disputes not covered by other Mastercard codes. Read the dispute docs carefully — the actual complaint determines the evidence package.

Card-Activated Telephone Transaction

Fraud · IVR / Phone

Unauthorized IVR or automated phone payment. Call logs and DTMF entry records from the phone system are the primary defense evidence.

Chip/PIN Liability Shift

Fraud · Card Present

PIN-preferring chip card used at a terminal that could not verify PIN. EMV chip transaction data and PIN verification records are your only viable defense.

AMEX

American Express 22 codes

No Reply to Inquiry / Cancelled Recurring

Consumer Dispute · Recurring Billing

Filed when a cancelled recurring billing continues or Amex receives no merchant response to an inquiry. Documentation of cancellation is critical.

Cancelled Recurring Billing

Consumer Dispute · Recurring Billing

Cardholder cancelled a subscription but was still charged. Prove the cancellation was not received, or that charges post-cancellation were authorized.

Goods / Services Not as Described

Consumer Dispute · Item Quality

Amex item-not-as-described chargeback. Product listing accuracy, photos, and a documented return policy are your first line of defense.

Goods Damaged or Defective

Consumer Dispute · Item Quality

Cardholder received damaged or defective merchandise. Carrier damage claims and replacement offers can resolve this before it reaches arbitration.

Missing Signature

Fraud · Card Present

Transaction completed without obtaining the cardholder's signature. EMV chip or contactless payment replaces the signature requirement entirely.

No Cardholder Authorization

Fraud · Card Not Present

Cardholder claims they did not authorize an online transaction. 3DS authentication data is the strongest defense; device/IP logs are the fallback.

EMV Counterfeit Transaction

Fraud · Card Present

Chip card processed via magnetic stripe, enabling counterfeit fraud. The EMV liability shift makes this virtually unwinnable without a chip-capable terminal.

Missing Imprint

Fraud · Card Present

Arises when a transaction lacks proper electronic card capture. Primarily affects merchants processing manual entries or fallback swipes.

No Cardholder Authorization

Fraud · No Authorization

Amex primary CNP fraud chargeback. Amex SafeKey is the only reliable defense. The 20-day response window is the shortest of any major network.

Credit Not Processed

Consumer Dispute · Credit

Filed when an expected refund never arrived. The most straightforward dispute to win if you have the credit record on file.

Goods / Services Returned or Refused

Consumer Dispute · Returns

Filed when a cardholder returns or refuses merchandise. Return policy clarity and receipt documentation determine your defense.

Goods / Services Not Received

Consumer Dispute · Non-Receipt

Amex non-receipt chargeback with the same delivery evidence standard as Visa and Mastercard, but a compressed 20-day response window.

Goods/Services Canceled

Consumer Dispute · Cancellation

Filed when a cardholder claims they canceled but was still charged. Cancellation policy documentation and proof of fulfillment are the core defense.

Paid by Other Means

Consumer Dispute · Duplicate Payment

Cardholder claims the transaction was already paid via a different payment method. Proving the Amex charge covers a separate, distinct transaction is the key defense.

Unassigned Card Number

Processing Error · Card Number

Transaction submitted with a card number not assigned to any Amex account. A technical processing failure requiring authorization records and root cause analysis.

Credit Processed as Charge

Processing Error · Transaction Type

A refund was processed as a charge, billing the cardholder instead of crediting them. Verify your records first — if the error occurred, correct it rather than fighting it.

Charge Processed as Credit

Processing Error · Transaction Type

A charge was processed as a credit, giving the cardholder an unintended refund. May be initiated by Amex itself. Prove the credit was intentional or accept and correct.

Incorrect Charge Amount

Processing Error · Amount

Amount charged differs from the amount the cardholder agreed to pay. A signed receipt or confirmed order total matching the charged amount is the decisive defense.

Late Submission

Processing Error · Timeliness

Transaction submitted outside Amex’s allowable window. One of the hardest codes to win — prevention through daily automated batch settlement is the only reliable strategy.

Duplicate Charge

Processing Error · Duplicate

Cardholder charged more than once for the same transaction. Prove each charge has a unique authorization code and separate order record, or refund the duplicate immediately.

Non-Matching Card Number

Processing Error · Card Number

Settlement card number doesn’t match the authorization card number. Requires tracing the card number discrepancy through your full processing chain.

Currency Discrepancy

Processing Error · Currency

Transaction processed in an unexpected currency. Clear currency disclosure at checkout and explicit DCC consent are the only reliable defenses for this code.

DISC

Discover 38 codes

Does Not Recognize

Fraud · Unrecognized Charge

Cardholder doesn't recognize the charge — often a billing descriptor problem, not actual fraud. Clear descriptors prevent the majority of AA disputes.

Authorization Noncompliance

Authorization · Processing

No valid authorization was obtained — declined auth processed, expired auth at settlement, or missing authorization entirely. Almost always preventable.

Duplicate Processing

Processing Error · Duplicate

The cardholder was charged twice for the same transaction. Audit the charges first — true duplicates should be refunded, not contested.

Non-Receipt of Goods or Services

Consumer Dispute · Non-Receipt

Discover's non-receipt code for physical goods, digital goods, and services. Carrier tracking with delivery confirmation to the billing address wins most cases.

Fraud — Card Present Transaction

Fraud · Card Present

Discover in-person fraud chargeback. EMV chip compliance is the definitive defense; magnetic stripe fallback carries full merchant liability.

Fraud — Card Not Present Transaction

Fraud · Card Not Present

Filed when a cardholder claims they did not authorize an online or phone transaction. 3DS enrollment determines your dispute window and win rate.

Cardholder Disputes Quality of Goods / Services

Consumer Dispute · Quality

The cardholder claims what they received did not match what was sold. Defective goods, misrepresented services, or unmet quality expectations.

Non-Receipt of Goods or Services

Consumer Dispute · Non-Receipt

The cardholder says they never received what they paid for. Delivery evidence must be submitted before the 30-day window closes.

Recurring Payments

Authorization · Recurring

Cardholder disputes a subscription or recurring charge — cancelled but still billed, no authorization on file, or no advance notice. Cancellation documentation is critical.

Processing Error · Amount

The settled amount differs from what was authorized — tip disputes, hotel final charges, and keying errors are common causes. A signed receipt showing the agreed amount is the primary defense.

Credit/Debit Posted Incorrectly

Processing Error · Posting

A refund posted as a charge or a charge posted as a credit. Almost always a genuine system error — audit and correct the posting before contesting.

Duplicate Processing

Processing Error · Duplicate

Two charges appear to be the same transaction. Audit both charges first — true duplicates should be refunded; distinct transactions can be defended with separate order records.

Authorization · Expired

A transaction was processed on an expired Discover card. Processing expired cards bypasses a fundamental authorization control and creates full merchant liability.

Illegible Sales Data

Processing Error · Documentation

Transaction documentation submitted in a dispute was unreadable. Scan receipts at high resolution, maintain digital archives, and test your acquirer portal submission format.

Invalid Card Number

Authorization · Invalid Card

Transaction submitted with a card number that fails Luhn validation or does not exist in the Discover network. Almost always a data-entry or system error on the merchant side.

Late Presentment

Processing Error · Timing

Transaction submitted for settlement after Discover's allowable presentment window. One of the lowest win-rate codes — daily batch settlement is the only reliable prevention.

Illegible Transaction

Processing Error · Documentation

Transaction receipt or documentation submitted in a dispute is unreadable. Entirely preventable with high-resolution scanning and digital receipt archives.

No Authorization

Authorization · No Auth

Transaction settled without a valid Discover authorization. Declined transactions processed anyway or expired authorizations settled late are the primary causes.

Other · Catch-All

Discover's catch-all code for disputes that don't fit any standard category. Requires careful investigation to identify the underlying claim before responding.

Paid by Other Means

Consumer Dispute · Double Payment

Cardholder claims they paid for the same purchase with a different payment method. Win by showing the two payments covered distinct transactions.

Credit Not Received

Consumer Dispute · Credit

Cardholder expected a refund that never posted. Show the issued and settled credit, or the policy that precludes it. Respond before the cardholder disputes the next statement.

Fraud — Card-Present Transaction

Fraud · Card Present

Card-present fraud under Discover’s EMV liability shift. Non-EMV terminals and stripe-processed chip cards carry full merchant liability. EMV chip record is the only winning evidence.

Fraud — Card-Not-Present Transaction

Fraud · Card Not Present

Discover’s e-commerce fraud code. 3D Secure authentication is the only evidence that shifts liability to the issuer. Without it, the merchant bears full CNP fraud liability.

Request for Copy Illegible or Not Received

Retrieval · Copy Request

Discover’s retrieval request code. Failing to respond with legible documentation by the deadline forfeits the right to contest the underlying chargeback entirely.

Cardholder Claims Fraud (Card Present, Signature)

Fraud · Card Present / Signature

Cardholder denies the signature on the receipt. EMV chip data is the stronger defense — the cardholder is explicitly disputing the signature’s authenticity, so it cannot stand alone.

Cardholder Claims Fraud (Card Not Present)

Fraud · Card Not Present

Explicit cardholder fraud claim on a CNP transaction. Lowest win rate of any Discover fraud code without 3DS. 3D Secure authentication is essential, not optional.

Fraud — Chip Card, PIN Transaction

Fraud · Chip + PIN

Cardholder claims PIN was compromised via skimming despite successful chip+PIN verification. Terminal tamper inspection records and PCI DSS compliance are the primary defenses.

Fraud — Chip Card, No PIN Transaction

Fraud · Chip / No PIN

Chip was read but no PIN required. Stolen chip card used at a chip-and-signature terminal. EMV data plus signature comparison and ID verification form the defense.

Fraud — Keyed, No Imprint

Fraud · Keyed / No Imprint

Card number manually keyed with no physical card verification. No EMV defense available. Signed authorization and documented ID verification are the only viable evidence.

Fraud — No Cardmember Authorization

Fraud · No Authorization

General unauthorized transaction claim across card-present and CNP channels. Defense strategy depends on the transaction type: EMV for in-person, 3DS/AVS/CVV for CNP.

Fraud — Card Not Present, No Authorization

CNP fraud with no authentication record on file. 3D Secure is the only mechanism that shifts liability to the issuer. AVS and CVV match are necessary but not sufficient.

Fraud — Digital Goods

Fraud · Digital Goods

Unauthorized purchase of software, gaming credits, gift cards, or other instantly-delivered digital products. 3DS and velocity limits are essential controls for digital goods merchants.

Fraud — Counterfeit, Magnetic Stripe

Fraud · Counterfeit

Counterfeit cloned stripe card used at terminal. Full merchant liability if chip card was swiped instead of dipped. EMV chip compliance is the only effective defense.

Fraud — EMV Counterfeit

Fraud · EMV Counterfeit

Counterfeit chip card that bypassed EMV authentication. Rarest and most complex Discover fraud code — requires acquirer involvement and full chip data forensics to defend.

Fraud — Card Not Present, Installment

Fraud · CNP / Installment

Fraud on a CNP installment transaction. All future installments are at risk when the original is disputed. Cancel the series immediately and contest with the original authorization record.

Fraud — Other

Catch-all fraud code for scenarios outside standard UA categories. Investigate the actual dispute claim before responding — evidence strategy depends entirely on the specific fraud mechanism.

Fraud — Recurring Transaction

Fraud · Recurring

Recurring or subscription charge disputed as fraudulent. Signed subscription authorization and 3DS enrollment evidence are the primary defenses. Cancel future billing immediately on receipt.

Fraud — Miscellaneous

Fraud · Miscellaneous

Miscellaneous fraud code for unclassified Discover fraud disputes. Request the full dispute narrative before responding — the evidence approach depends on the specific fraud claim.

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