Dispute reasons
Below you will find all the dispute reason codes divided by scheme/issuer and category.
A dispute occurs when a customer questions your charge with their card issuer. When this happens, you're given the opportunity to respond to the dispute with evidence that shows that the charge is legitimate.
For all businesses, the best actions you can take are to proactively communicate with your customers and issue refunds where appropriate, especially when requested.
Dispute reasons
Reasons | Explanation |
---|---|
Fraudulent | The cardholder did not authorise or participate in a transaction conducted in a card-absent environment. |
No authorization | The cardholder is claiming that they didn’t authorize the payment. |
Product not received | The cardholder is claiming that they did not receive the products. |
Product unacceptable | The product was received but was defective, damaged, or not as described. |
Cancelled merchandise/services | The cardholder returned merchandise or cancelled services, but the credit has not appeared on the cardholder's statement. |
Documentation required | The cardholder is requesting supporting documentation. |
Credit not processed | A credit has not been applied to cardholders account for either: goods/services canceled; an advance deposit/ payment or a no show reservation. |
Incorrect amount | The cardholder claims that the amount they agreed to pay differs from the amount charged. |
Currency mismatch | The cardholder was advised the charge is in a currency that differs from that which they originally agreed upon. |
Duplicate | The cardholder claims they were charged multiple times for the same product. |
Other | An uncategorized dispute, so you should contact the customer for additional details to find out why the payment was disputed. |
Customer dispute | Potential chargeback or compliance documentation is required. |
Fraud investigation | The cardholder needs information for fraud investigation. |
Evidence submission
Refer to the evidence submission guide if you regularly lose disputes or find that your evidence isn’t relayed to the card issuer. You can also contact MoneyCollect support with examples of your disputes so we can help ensure that your evidence is sufficient.
General evidence for all dispute reasons
Including as much relevant information as possible when you submit a response increases the likelihood that the dispute is found in your favor. When responding to any type of dispute, make sure you include the following evidence (if available).
Order Information
Trans. Number | Trans. Date | Trans. Amount |
Merchandise/Services | Authorization Code | Merchant Name |
Merchant Location |
Client information
Purchaser’s Name | Purchaser’s Tel. No | Account Number |
Purchaser’s Address | Purchaser’s Postal Code | Purchaser's E-mail |
Recipients Name | Recipients Tel. No | Recipients Address |
Recipients Postal Code | Recipient's E-mail |
Delivery information
Carrier | Delivery location | Delivery time |
Tracking Number | Tracking site | Merchandise / Services |
Photo of Express sheet | Delivery schedule / note | Screenshot of Signature |
Other documents
Explanation of dispute | Screenshot of Emails with the client |
Different evidence for different dispute reasons
Reason codes
Below you will find the reason codes for different dispute events.
Visa
Fraudulent |
|
No authorization |
|
Product unacceptable |
|
...... | ...... |
MasterCard
Reason | Reason Code |
---|---|
Fraudulent |
|
No authorization |
|
Product not received |
|
...... | ...... |
JCB
Reason | Reason Code |
---|---|
Fraudulent |
|
No authorization |
|
Customer dispute |
|
...... | ...... |
American Express
Reason | Reason Code |
---|---|
Fraudulent |
|
Cancelled merchandise/services |
|
...... | ...... |
Diners Club
Reason | Reason Code |
---|---|
Fraudulent |
|
...... | ...... |
Discover
Reason | Reason Code |
---|---|
Fraudulent |
|
No authorization |
|
Product not received |
|
Product unacceptable |
|
Incorrect amount |
|
Duplicate |
|
Cancelled merchandise/services |
|
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