Reason Code 10.4Other Fraud – Card-Absent Environment

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Card Issuer


Reason Code





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


  • The merchant processed a card-absent transaction from a stolen or invalid account number.
  • The cardholder claims the transaction is fraudulent because of a confusing or unclear merchant descriptor.


Cardholders and issuers have 120 days to file a dispute related to the claim against the merchant.

Merchants have 20 days to respond to the claim in dispute.

Steps to Prevention

  • For card-absent transactions, use all Visa tools, including AVS, CVV2, Visa Secure, and more, to reduce instances of fraud.
  • Use clear and consistent billing descriptors.
  • Always ask for authorization regardless of the transaction amount.
  • Clearly differentiate between card-present and card-absent transactions by noting mail, phone, and internet orders.
  • Use pre-sale fraud detection services to identify cardholder identity, detect potential fraud and reduce the risk of unauthorized transactions.
Visa Merchant Official Documentation
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