Chargeback Reason Code Directory

Make sense of chargeback reason codes using our directory.

View the entire list below or search for any reason code.

Learn everything you need to know about chargeback reason codes including: the details, the cause, how long merchants have to respond and the steps to prevention.

Visa & Mastercard Credit Cards

Visa

Fraud

10.1: EMV Liability Shift Counterfeit Fraud

The customer claims a counterfeit chip card was used, and they were not part of the transaction.

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Fraud

10.2: EMV Liability Shift Non-Counterfeit Fraud

The cardholder claims you processed a stolen or used a PIN preferring chip card on a terminal that wasn’t EMV PIN compliant.

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Fraud

10.3: Other Fraud: Card-Present Environment/Condition

The cardholder claims they did not authorize or participate in an unattended or key-entered card transaction.

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Fraud

10.4: Other Fraud – Card-Absent Environment

The cardholder claims they did not authorize or participate in a card-absent transaction.

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Fraud

10.5: Visa Fraud Monitoring Program

The Visa Fraud Monitoring Program (VFMP) marked the transaction as fraudulent.

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Authorization

11.1: Card Recovery Bulletin

The merchant didn’t request authorization for the transaction. So they didn’t know the account number was listed in the Card Recovery Bulletin (CRB) and that they should have terminated the transaction.

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Authorization

11.2: Declined Authorization

The merchant received a declined or Pick Up Card authorization response but decided to complete the transaction.

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Authorization

11.3: No Authorization

The receiving merchant processed a transaction without obtaining authorization, or they sought authorization after processing the transaction.

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Processing Error

12.1: Late Presentment

The merchant completed the transaction past the specified time limits.

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Processing Error

12.2: Incorrect Transaction Code

The merchant submitted a transaction with the wrong transaction code, i.e., they sent a debit instead of a credit or vice versa.

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Processing Error

12.3: Incorrect Currency

The merchant processed the wrong currency code, or the cardholder wasn’t notified or didn’t agree to the Dynamic Currency conversion.

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Processing Error

12.4: Incorrect Account Number

The account number authorized is different from the account number used to process the transaction.

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Processing Error

12.5: Incorrect Amount

The cardholder claims that:

  • The transaction amount billed is incorrect.
  • A transposition or addition mistake was made during calculations.
  • The merchant changed the transaction amount after processing without authorization from the cardholder.
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Processing Error

12.6.1: Duplicate Processing

The cardholder claims that the same transaction was processed multiple times.

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Processing Error

12.6.2: Paid by Other Means

The cardholder claims that they made payments by other means, i.e., check, cash, or another card.

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Processing Error

12.7: Invalid Data

The merchant obtained authorization using incorrect or invalid data.

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Customer Dispute

13.1: Merchandise/Services Not Received

The cardholder claims they didn’t receive the merchandise they ordered or canceled their order because they didn’t receive the goods or service on the set delivery date.

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Customer Dispute

13.2: Canceled Recurring Transaction

The cardholder claims the merchant processed a canceled recurring transaction or after the cardholder closed their account.

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Customer Dispute

13.3: Not as Described or Defective Merchandise/Services

The cardholder claims the merchandise received isn’t as it was described (verbally or in the transaction receipt), arrived defective or damaged, or its quality isn’t as expected.

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Customer Dispute

13.4: Counterfeit Merchandise

A reliable third party (customs agency, the intellectual property’s owner, an authorized representative, or a law enforcement agency) identified the merchandise as counterfeit.

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Customer Dispute

13.5: Misrepresentation

The cardholder claims the terms of sale were vague, inaccurate, and misleading.

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Customer Dispute

13.6: Credit Not Processed

The cardholder claims they received a voided transaction or credit receipt that wasn’t processed.

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Customer Dispute

13.7: Canceled Merchandise/Services

The cardholder claims they canceled a service or returned merchandise but didn’t receive a refund.

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Customer Dispute

13.8: Original Credit Transaction Not Accepted

The OCT (Original Credit Transaction) wasn’t processed and the merchant receives the money back from the cardholder. This is a reverse chargeback; however, it is considered like a chargeback for the purpose of determining fees and the merchant’s chargeback ratio.

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Customer Dispute

13.9: Non-Receipt of Cash or Load Transaction Value

The cardholder claims they received a partial amount or nothing from an ATM withdrawal.

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Mastercard

Fraud

4837: No Cardholder Authorization

A card-not-present transaction occurs, and the cardholder claims they didn't authorize or participate in the transaction.

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Fraud

4840: Fraudulent Processing of Transactions

The cardholder acknowledges they authorized a transaction at a specific location but denies knowledge of other extra transactions at the same location.

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Fraud

4849: Global Merchant Audit Program (GMAP)

The merchant is listed on the Global Merchant Audit Program. To file under this reason code, the fraudulent transaction should have occurred in the period listed in the Global Security Bulletin.

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Fraud

4849: Questionable Merchant Audit Program (QMAP)

The merchant is added to the Questionable Merchant Audit Program. To file under this reason code, the fraudulent transaction should have occurred in the period detailed in the Global Security Bulletin under the QMAP.

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Fraud

4849: Rule 3.7 Violation for Coercion Claim

Mastercard confirmed that the merchant violated their Integrity of Brand and Network rule (Rule 3.7) more than twice within a case detailed in the noncompliance confirmation letter.

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Fraud

4870: Chip Liability Shift

The cardholder claims the purchase was unauthorized. Either the transaction was processed with a forged EMV chip card or the merchant processed a transaction using a counterfeit card on a terminal that would've detected fraud had it been EMV compliant.

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Fraud

4871: Chip/PIN Liability Shift – Lost/Stolen/Never Received Issue Fraud

The cardholder claims they didn't authorize the transaction because they don't have the card. Or that the merchant processed the transaction without getting the cardholder's PIN.

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Authorization

4808: Warning Bulletin File

This reason code is transitioning from the legacy code 4807. A cardholder claims the merchant didn't get authorization for said transaction.

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Authorization

4808: Authorization-Related Chargeback

The merchant didn't seek authorization for the transaction processed.

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Authorization

4808: Account Number Not on File

This reason code is transitioning from legacy code 4812. The issuer couldn't find the account number used on file.

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Authorization

4808: Required Authorization Not Obtained

The merchant didn't acquire the required authorization.

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Authorization

4808: Expired Chargeback Protection Period

The transaction was settled after the expiration deadline. At this point, the cardholder's account wasn't active or in good standing.

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Authorization

4808: Multiple Authorization Requests

The issuer declined a transaction, but it was later approved in X-Code or Stand-In. X-code is backup processing serving acquirers when their systems are down and cannot process transactions. In contrast, stand-in processing offers backup authorization to issuers when their main authorization systems cannot respond to authorization requests.

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Authorization

4808: Cardholder-Activated Terminal 3 Device

An unauthorized transaction was processed at an unattended terminal (cardholder-activated terminal).

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Interaction Error

4834: Point of Interaction Error

Cardholder claims they were billed multiple times for the same transaction.

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Interaction Error

4834: Transaction Amount Differs

This reason code is transitioning from the legacy code 4831. The cardholder claims the transaction amount on the receipt differs from what the cardholder was charged.

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Interaction Error

4834: Point-of-Interaction Currency Conversion

This reason code is transitioning from the legacy code 4846. The cardholder claims they  weren't presented with the option to choose a preferred currency or that the merchant implemented the currency conversion wrong.

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Interaction Error

4834: Late Presentment

This reason code is transitioning from the legacy code 4842. The merchant didn't deposit the transaction within the set timelines.

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Interaction Error

4834: Duplication/Paid by Other Means

The cardholder claims they were billed multiple times for the same transaction.

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Interaction Error

4834: Loss, Theft, or Damages

The cardholder claims the merchant processed an unauthorized charge of loss, theft, and damage upfront, even before they used their service.

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Interaction Error

4834: ATM Dispute

The cardholder claims the ATM dispensed a different amount from what they were actually charged or the ATM withdrawal was debited several times.

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Interaction Error

4834: Unreasonable Amount (Europe)

The cardholder claims the transaction amount is unreasonable.

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Interaction Error

4834: Late Presentment (Europe)

The merchant didn't submit the transaction within the specified timeframe, and the cardholder's account is now closed.

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Interaction Error

4834: Correct Transaction Currency Code Not Provided/Currency Error (Europe)

The cardholder states they didn't have the opportunity to choose a currency, or the merchant incorrectly applied currency conversions.

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Cardholder Dispute

4853: Cardholder Dispute of a Recurring Transaction

The cardholder claims the merchant billed their card even after they canceled a subscription, or they didn't know it was a subscription, to begin with.

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Cardholder Dispute

4853: Goods or Services Not Provided

The cardholder claims they didn't receive the service or product.

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Cardholder Dispute

4853: No-Show Hotel Charge

The cardholder claims they were billed a no-show fee despite canceling the reservation within specified timelines or using the facilities. Alternatively, the no-show billed was higher than the rate quoted initially.

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Cardholder Dispute

4853: Addendum Dispute

The cardholder claims they only authorized one transaction but found multiple transactions they didn't authorize after the initial valid transaction.

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Cardholder Dispute

4853: Credit Not Processed

This reason code is transitioning from the legacy code 4860. The cardholder claims they expect a credit, but the merchant hasn't processed the request.

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Cardholder Dispute

4853: Goods/Services Not as Described or Defective

The cardholder claims the service or merchandise they received wasn't according to the description they got during the purchase.

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Cardholder Dispute

4853: Digital Goods $25 or Less

This reason code is transitioning from the legacy code 4841. The cardholder claims there were unauthorized purchases due to a lack of purchase controls.

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Cardholder Dispute

4853: Counterfeit Goods

The cardholder claims the merchant delivered counterfeit products.

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Cardholder Dispute

4853: Transaction Did Not Complete

This reason code is transitioning from the legacy code 4855. The cardholder didn't use the service or merchandise as they thought the transaction didn't process.

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Cardholder Dispute

4853: Credit Posted as a Purchase

This reason code is transitioning from the legacy code 4860. The cardholder claims their account was debited instead of credited.

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Cardholder Dispute

4853: Timeshares

The cardholder claims that the timeshare or a similar provision was canceled within Mastercard’s timeframe, but the merchant charged them anyway.

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Cardholder Dispute

4853: Issuer Dispute of a Recurring Transaction

The issuer requested you to cancel a subscription bill, but you continued to process it, or a chargeback for a past recurring transaction was filed.

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Cardholder Dispute

4854: Not Classified Elsewhere (US)

The cardholder tried resolving a dispute with the merchant but was unsuccessful.

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Cardholder Dispute

4859: Addendum, No-Show, or ATM Dispute (Europe)

The cardholder claims that they didn't get cash from the ATM or it only dispensed part of the requested amount.

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Other

4850: Installment Billing Dispute

The cardholder claims that they received an incorrect installment charge.

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Other

4999: 4999: Domestic Chargeback Dispute (Europe)

Used when a cardholder claims a particular transaction charged as a sale should have been a credit.

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American Express

Fraud

F10: Missing Imprint

The cardholder claims they didn’t participate in the transaction, and the merchant didn’t get an electronic or physical imprint of the card (card-present environment).

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Fraud

F14: Missing Signature

The cardholder claims they didn’t participate in or authorize a transaction verified by a signature, nor does the merchant have a copy of a signed receipt to prove otherwise.

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Fraud

F24: No Cardmember Authorization

The cardholder agrees they’ve transacted with the merchant before but claims they didn’t authorize the particular transaction.

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Fraud

F29: Card-not-present

The merchant processed a telephone, mail, or internet order in which the cardholder claims they didn’t authorize or participate.

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Fraud

F30: EMV Counterfeit

The merchant processed a transaction using a counterfeit card, and the cardholder denied participating in the transaction. The merchant didn’t flag the counterfeit card because they used a POS system that’s not chip and PIN enabled, or they manually keyed the transaction.

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Fraud

F31: EMV Lost/Stolen/Non-Received

A transaction was made using an actual credit card, but the cardholder claims they didn’t participate in the transaction since their card was stolen, lost, or never received. The merchant didn’t detect the fraud because they manually keyed the transaction or used a terminal that wasn’t PIN and chip-enabled.

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Authorization

A01: Charge Amount Exceeds Authorization

The amount the merchant sought approval for was less than the transaction amount.

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Authorization

A02: No Valid Authorization

The merchant processed a declined transaction, or the card was expired.

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Authorization

A08: Authorization Approval Expired

Your authorization approval expired before you could charge the card.

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Cardmember Dispute

C02: Credit Not Processed

The cardholder claims the merchant was to issue a refund, but the amount hasn’t been credited to the card.

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Cardmember Dispute

C04: Goods/Services Returned or Refused

The cardholder didn’t accept the delivery of services or goods or returned the products, but the merchant didn’t process a credit.

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Cardmember Dispute

C05: Goods/Services Canceled

The cardholder claims they canceled their order, but the merchant failed to issue a refund.

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Cardmember Dispute

C08: Goods/Services Not Received or Only Partially Received

The cardholder claims they didn’t receive the service or product purchased. Or they partially received what was promised.

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Cardmember Dispute

C14: Paid by Other Means

The cardholder claims you charged their card for a transaction they paid through other methods.

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Cardmember Dispute

C18: "No Show" or CARDeposit Canceled

The cardholder claims the merchant billed them for a lodging reservation that they had canceled. Or they didn’t receive a credit for a CARDeposit charge. A CARDeposit is a provision that allows merchants to submit charges for deposits provided the merchant follows the program rules.

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Cardmember Dispute

C28: Canceled Recurring Billing

The cardholder claims they were still charged even though they canceled their subscription or revoked their permission to the recurrent billing arrangement.

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Cardmember Dispute

C31: Goods/Services Not as Described

The cardholder claims they received services and merchandise different from what was described.

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Cardmember Dispute

C32: Goods/Services Damaged or Defective

The customer claims they received defective, damaged, or faulty merchandise.

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Processing Error

P01: Unassigned Card Number

The merchant processed a transaction with an incorrect or invalid card number.

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Processing Error

P03: Credit Processed as Charge

The merchant debited the cardholder’s account instead of crediting it.

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Processing Error

P04: Charge Processed as Credit

The cardholder claims the merchant should have processed a regular transaction on their card, but instead, the merchant credited their account.

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Processing Error

P05: Incorrect Charge Amount

The merchant processed a different amount from what they got authorization for/the cardholder agreed to.

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Processing Error

P07: Late Submission

The merchant didn’t submit the transaction in the required time.

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Processing Error

P08: Duplicate Charge

The cardholder claims they received a voided transaction or credit receipt that wasn’t processed.

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Processing Error

P22: Non-Matching Card Number

The card number the merchant charged the transaction to isn't assigned to a cardholder or a valid account.

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Processing Error

P23: Currency Discrepancy

The merchant made multiple transaction currency errors.

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Inquiry

R03: Insufficient Reply

American Express requested additional transaction information but the merchant didn’t offer sufficient information.

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Inquiry

R13: No Reply

American Express sent the merchant an inquiry to get more information about a transaction but the merchant didn’t send a reply in good time.

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Inquiry

M01: Chargeback Authorization

American Express sent a transaction inquiry to the merchant, but the merchant responded by authorizing American Express to process a chargeback for the transaction.

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Discover

Service Dispute

IC: Illegible Sales Data

A merchant responds to a retrieval request with a copy of an illegible sales receipt.

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Fraud

UA01: Fraud/Card Present Environment

The cardholder claims an unauthorized card-present transaction was completed using their credit card.

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Fraud

UA02: Fraud/Card-Not-Present Environment

The cardholder claims that they did not participate in or authorize a card-not-present transaction. It could be a telephone, mail or internet order.

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Fraud

UA05: Fraud/Chip Counterfeit Transaction

The cardholder claims their chip card was counterfeited, and the merchant processed a transaction with the counterfeit card on a non-EMV-compliant POS terminal that couldn’t detect the fraud. As a result, they claim the transaction was unauthorized.

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Fraud

UA06: Fraud/Chip-and-Pin Transaction

The cardholder possesses a PIN-preferring credit card, but your POS is either not PIN-enabled or allows the shopper to bypass the PIN entry.

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Fraud

UA10: Request Transaction Receipt (Swiped Card Transactions)

Discover is requesting additional information for a card-present transaction a cardholder claims was unauthorized.

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Fraud

UA11: Cardholder Claims Fraud (Swiped Transaction, No Signature)

The cardholder claims the transaction was fraudulent and that the merchant didn’t follow the correct authentication procedures or the merchant didn’t obtain their signature.

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Authorization

NA: No Authorization

The merchant didn’t seek authorization for the card transaction.

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Authorization

DA: Declined Authorization

The merchant completed a transaction even after the authorization request was declined.

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Authorization

AT: Authorization Non-compliance

The merchant processed a transaction without getting a positive authorization response, or a response came after the card’s expiry.

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Authorization

EX: Expired Card

The cardholder claims the transaction isn't valid because it was processed after the expiry of their credit card.

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Processing

IN: Invalid Card Number

The merchant processed a transaction against an unassigned, invalid or incorrect card number.

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Processing

LP: Late Presentment

The merchant failed to process the transaction in good time, and now the issuer cannot collect the transaction amount from the cardholder.

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Service Dispute

05: Good Faith Investigation Chargeback

Following the retrieval process, the issuer started a good faith investigation, and the merchant accepted liability. A good faith investigation is a dispute that can be initiated well after the standard disputing timeframe has elapsed.

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Service Dispute

AA: Cardholder Does Not Recognize

The cardholder claims they don’t recognize the charge on their statement.

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Service Dispute

AP: Canceled Recurring Transaction

The cardholder claims the merchant processed a transaction after their payment plan ended or after they had canceled the subscription.

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Service Dispute

AW: Altered Amount

The cardholder claims the charged amount is different from the authorized amount.

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Service Dispute

DP: Duplicate Processing

The merchant processed one transaction two or more times.

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Service Dispute

CD: Credit Posted as Card Sale

The merchant debited instead of crediting the cardholder’s account.

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Service Dispute

NF: Non-Receipt of Cash from ATM

The ATM didn’t disburse the full cash withdrawn by the cardholder.

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Service Dispute

PM: Paid by Other Means

The cardholder paid for merchandise or service with alternative forms of payment, but their card was still charged.

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Service Dispute

RG: Non-Receipt of Goods or Services

The cardholder claims they didn’t receive the service, merchandise or money as promised.

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Service Dispute

RM: Quality Discrepancy

The cardholder claims the service or goods purchased weren’t as described or were defective.

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Service Dispute

RN2: Credit Not Received

The cardholder claims the merchant promised a refund, but they haven’t processed it yet.

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Compliance

DC: Dispute Compliance

The merchant has not complied with Discover’s rules.

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Service Dispute

NC: Not Classified

Refers to any claims of an invalid transaction that doesn’t fall in other code classifications.

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