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