# Dispute reasons

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.

{% hint style="info" %}
For all businesses, the best actions you can take are to proactively communicate with your customers and issue refunds where appropriate, especially when requested.
{% endhint %}

## Dispute reasons

<table><thead><tr><th width="193">Reasons</th><th>Explanation</th></tr></thead><tbody><tr><td>Fraudulent</td><td>The cardholder did not authorise or participate in a transaction conducted in a card-absent environment.</td></tr><tr><td>No authorization</td><td>The cardholder is claiming that they didn’t authorize the payment.</td></tr><tr><td>Product not received</td><td>The cardholder is claiming that they did not receive the products.</td></tr><tr><td>Product unacceptable</td><td>The product was received but was defective, damaged, or not as described.</td></tr><tr><td>Cancelled merchandise/services</td><td>The cardholder returned merchandise or cancelled services, but the credit has not appeared on the cardholder's statement.</td></tr><tr><td>Documentation required</td><td>The cardholder is requesting supporting documentation.</td></tr><tr><td>Credit not processed</td><td>A credit has not been applied to cardholders account for either: goods/services canceled; an advance deposit/ payment or a no show reservation.</td></tr><tr><td>Incorrect amount</td><td>The cardholder claims that the amount they agreed to pay differs from the amount charged.</td></tr><tr><td>Currency mismatch</td><td>The cardholder was advised the charge is in a currency that differs from that which they originally agreed upon.</td></tr><tr><td>Duplicate</td><td>The cardholder claims they were charged multiple times for the same product.</td></tr><tr><td>Other</td><td>An uncategorized dispute, so you should contact the customer for additional details to find out why the payment was disputed.</td></tr><tr><td>Customer dispute</td><td>Potential chargeback or compliance documentation is required.</td></tr><tr><td>Fraud investigation</td><td>The cardholder needs information for fraud investigation.</td></tr></tbody></table>

## Evidence submission <a href="#evidence-submission" id="evidence-submission"></a>

Refer to [the evidence submission guide](/docs/business-operation/risk-management/disputes/respond-to-disputes.md) if you regularly lose disputes or find that your evidence isn’t relayed to the card issuer. You can also contact <mark style="color:blue;">MoneyCollect support</mark> with examples of your disputes so we can help ensure that your evidence is sufficient.

### General evidence for all dispute reasons <a href="#general-evidence" id="general-evidence"></a>

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&#x20;

![](/files/dR4Xy36FIk0ZrawLHzXz)

## Reason codes

Below you will find <mark style="color:purple;">the reason codes</mark> for different dispute events.

#### Visa

|                      |                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  |
| -------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Fraudulent           | <p><mark style="color:blue;"><code>10.1</code></mark>-EMV Liability Shift - Counterfeit Fraud </p><p><mark style="color:blue;"><code>10.2</code></mark>-EMV Liability Shift - Non-Counterfeit Fraud </p><p><mark style="color:blue;"><code>10.3</code></mark>-Other Fraud: Card-Present Environment </p><p><mark style="color:blue;"><code>10.4</code></mark>-Other Fraud: Card-Absent Environment </p><p><mark style="color:blue;"><code>10.5</code></mark>-Visa Fraud Monitoring Program </p><p><mark style="color:blue;"><code>11.1</code></mark>-Card Recovery Bulletin </p><p><mark style="color:blue;"><code>11.2</code></mark>-Declined Authorization</p> |
| No authorization     | <p><mark style="color:blue;"><code>11.3</code></mark>-No Authorization </p><p><mark style="color:blue;"><code>12.1</code></mark>-Late Presentment </p><p><mark style="color:blue;"><code>12.2</code></mark>-Incorrect Transaction Code</p>                                                                                                                                                                                                                                                                                                                                                                                                                       |
| Product unacceptable | <p><mark style="color:blue;"><code>13.3</code></mark>-Not as Described or Defective Merchandise/Services </p><p><mark style="color:blue;"><code>13.4</code></mark>-Counterfeit Merchandise </p><p><mark style="color:blue;"><code>13.5</code></mark>-Misrepresentation</p>                                                                                                                                                                                                                                                                                                                                                                                       |
| ......               | ......                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                           |

#### MasterCard

| Reason               | Reason Code                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         |
| -------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Fraudulent           | <p><mark style="color:blue;"><code>4837</code></mark>-No Cardholder Authorization </p><p><mark style="color:blue;"><code>4840</code></mark>-Fraudulent Processing of Transactions </p><p><mark style="color:blue;"><code>4849</code></mark>-Questionable Merchant Activity </p><p><mark style="color:blue;"><code>4863</code></mark>-Cardholder Does Not Recognize/Potential Fraud </p><p><mark style="color:blue;"><code>4870</code></mark>-Chip Liablity Shift </p><p><mark style="color:blue;"><code>4871</code></mark>-Chip/PIN Liablity Shift-Lost/Stolen/Never Received Issue (NRI) Fraud</p> |
| No authorization     | <p><mark style="color:blue;"><code>4807</code></mark>-Warning Bulletin File </p><p><mark style="color:blue;"><code>4808</code></mark>-Authorization-Related Chargeback</p><p><mark style="color:blue;"><code>4812</code></mark>-Account Number Not on File</p>                                                                                                                                                                                                                                                                                                                                      |
| Product not received | <p><mark style="color:blue;"><code>4855</code></mark>-Goods or Services Not Provided </p><p><mark style="color:blue;"><code>4859</code></mark>-Service Not Rendered</p>                                                                                                                                                                                                                                                                                                                                                                                                                             |
| ......               | ......                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              |

#### JCB

| Reason           | Reason Code                                                                                                                                                                                                                                                                                                                                                                                               |
| ---------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Fraudulent       | <p><mark style="color:blue;"><code>0534</code></mark>-Unauthorized Multiple Transaction</p><p><mark style="color:blue;"><code>0546</code></mark>-Unauthorized Purchase</p><p><mark style="color:blue;"><code>0527</code></mark>-No Imprint </p>                                                                                                                                                           |
| No authorization | <p><mark style="color:blue;"><code>0517</code></mark>-Requested Copy Illegible</p><p><mark style="color:blue;"><code>0522</code></mark>-Authorization Declined</p><p><mark style="color:blue;"><code>0523</code></mark>-Incorrect Cardnumber</p><p><mark style="color:blue;"><code>0503</code></mark>-Expired JCB Card</p><p><mark style="color:blue;"><code>0547</code></mark>-JCB Card on Stop List</p> |
| Customer dispute | <p><mark style="color:blue;"><code>0502</code></mark> -Cardmember Dispute (Defective Merchandise, Service Not Rendered, Not as Described) </p><p><mark style="color:blue;"><code>0513</code></mark>-Credit Not Received</p>                                                                                                                                                                               |
| ......           | ......                                                                                                                                                                                                                                                                                                                                                                                                    |

#### American Express

| Reason                         | Reason Code                                                                      |
| ------------------------------ | -------------------------------------------------------------------------------- |
| Fraudulent                     | <mark style="color:blue;">`4798`</mark>-Fraud liability shift - Counterfeit      |
| Cancelled merchandise/services | <mark style="color:blue;">`4544`</mark>-Cancellation of recurring goods/services |
| ......                         | ......                                                                           |

#### Diners Club

| Reason     | Reason Code                                                                                                                                                                                                                                                                                                                                                                                                                             |
| ---------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Fraudulent | <p><mark style="color:blue;"><code>C42</code></mark>-Fraud - Card Not Present Transactions</p><p><mark style="color:blue;"><code>C46</code></mark>-Multiple Charges at Service Establishment Fraudulent Transaction </p><p><mark style="color:blue;"><code>C53</code></mark>-Fraud - Chip Card Counterfeit Transaction</p><p><mark style="color:blue;"><code>C54</code></mark>-Fraud - Lost or Stolen Chip and PIN Card Transaction</p> |
| ......     | ......                                                                                                                                                                                                                                                                                                                                                                                                                                  |

#### Discover

| Reason                         | Reason Code                                                                                                                                                                                                                                                                                                                                                                                |
| ------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Fraudulent                     | <p><mark style="color:blue;"><code>D4866</code></mark>-Fraud Chip Card Counterfeit -Transaction </p><p><mark style="color:blue;"><code>D4867</code></mark>-Fraud Chip Card and PIN Transaction </p><p><mark style="color:blue;"><code>D7010</code></mark>-Fraud Card Present Transaction </p><p><mark style="color:blue;"><code>D7030</code></mark>-Fraud Card Not Present Transaction</p> |
| No authorization               | <p><mark style="color:blue;"><code>D4752</code></mark>-Does Not Recognize</p><p><mark style="color:blue;"><code>D4542</code></mark>-Late Presentation</p><p><mark style="color:blue;"><code>D4753</code></mark>-Invalid Cardholder Number</p>                                                                                                                                              |
| Product not received           | <mark style="color:blue;">`D4755`</mark>-Non-Receipt of Goods or Services                                                                                                                                                                                                                                                                                                                  |
| Product unacceptable           | <mark style="color:blue;">`D4553`</mark>-Cardholder Disputes Quality of Goods or Services                                                                                                                                                                                                                                                                                                  |
| Incorrect amount               | <p><mark style="color:blue;"><code>D4550</code></mark>-Credit/Debit Posted Incorrectly</p><p><mark style="color:blue;"><code>D4586</code></mark>-Altered Amount</p>                                                                                                                                                                                                                        |
| Duplicate                      | <p><mark style="color:blue;"><code>D4534</code></mark>-Duplicate Processing</p><p><mark style="color:blue;"><code>D4865</code></mark>-Paid by Other Means</p>                                                                                                                                                                                                                              |
| Cancelled merchandise/services | <mark style="color:blue;">`D4541`</mark>-Recurring Payment                                                                                                                                                                                                                                                                                                                                 |


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