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

MasterCard

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

JCB

Reason	Reason Code
Fraudulent	0534-Unauthorized Multiple Transaction 0546-Unauthorized Purchase 0527-No Imprint
No authorization	0517-Requested Copy Illegible 0522-Authorization Declined 0523-Incorrect Cardnumber 0503-Expired JCB Card 0547-JCB Card on Stop List
Customer dispute	0502 -Cardmember Dispute (Defective Merchandise, Service Not Rendered, Not as Described) 0513-Credit Not Received
......	......

American Express

Reason	Reason Code
Fraudulent	4798-Fraud liability shift - Counterfeit
Cancelled merchandise/services	4544-Cancellation of recurring goods/services
......	......

Diners Club

Reason	Reason Code
Fraudulent	C42-Fraud - Card Not Present Transactions C46-Multiple Charges at Service Establishment Fraudulent Transaction C53-Fraud - Chip Card Counterfeit Transaction C54-Fraud - Lost or Stolen Chip and PIN Card Transaction
......	......

Discover

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