Chargeback Reason Codes Explained: Visa, Mastercard, Amex Guide
Every chargeback comes with a reason code that determines your response strategy. Complete breakdown of codes across all major card networks.
Every chargeback comes with a reason code that tells you exactly why the cardholder disputed the transaction. Understanding these codes is critical because each code requires different evidence and response strategies. Submit the wrong type of evidence, and you'll lose even if you're in the right.
This guide breaks down the most common chargeback reason codes across Visa, Mastercard, American Express, Discover, and PayPal. We'll explain what each code means, what evidence wins, and the response deadlines you must meet.
⚠️ Critical: Different Networks, Different Codes
Visa, Mastercard, Amex, and Discover each use their own numbering systems for reason codes. A "fraud" chargeback might be code 10.4 on Visa, code 4837 on Mastercard, and code FR2 on Amex. Always verify which card network issued the chargeback before preparing your response.
How Chargeback Reason Codes Work
When a cardholder disputes a transaction with their bank, the bank assigns a reason code based on the customer's complaint. This code travels through the payment network (Visa, Mastercard, etc.) back to your payment processor, who notifies you of the dispute.
The reason code determines three critical factors:
- What evidence you need: Fraud disputes need fraud prevention proof. "Not received" disputes need delivery proof. Product quality disputes need product descriptions and return policies.
- Your response deadline: Some codes give you 30 days to respond, others just 7-10 days (especially on PayPal and Visa disputes).
- Your win probability: Certain codes are notoriously hard to win (like Visa 13.1 - merchandise/services not received) while others favor merchants (like Mastercard 4853 - cardholder dispute when you have strong proof).
Visa Chargeback Reason Codes
Visa updated their reason code system in 2018 to create more specific categories. Visa codes now use a two-digit category followed by a decimal and subcategory (e.g., 10.4, 13.1).
Visa Fraud Codes (10.x)
Visa 10.1 - EMV Liability Shift Counterfeit Fraud
What it means: Transaction was processed using a counterfeit card at a non-EMV terminal. You're liable because you didn't use chip technology.
How to win: Prove the transaction was card-not-present (online) OR that your terminal properly read the chip. Include terminal transaction logs and EMV certification proof.
Deadline: 9 days (US/Canada) or 18 days (other regions) - see Visa's 2025 changes
Visa 10.4 - Other Fraud - Card Absent Environment
What it means: Cardholder claims they didn't authorize the transaction. Most common for online/phone orders (card-not-present transactions).
How to win: Prove cardholder authorized the purchase with: AVS/CVV match, IP address matching cardholder's country, previous purchase history, proof of delivery to verified address, customer account activity showing they used the product/service.
Example evidence: "Customer's IP address (98.207.xxx.xxx - Los Angeles, CA) matches billing address. CVV and AVS both passed. Customer logged into their account 47 times after purchase, downloaded digital product 3 times. Previous successful purchase history with same card on [date]."
Deadline: 9 days (US/Canada) or 18 days (other regions)
Visa Authorization Codes (11.x)
Visa 11.1 - Card Recovery Bulletin
What it means: Card was reported lost/stolen BEFORE the transaction date, and you processed it anyway.
How to win: Nearly impossible. Only defense: prove the date the card was reported stolen is AFTER your transaction date (bank error).
Visa 11.2 - Declined Authorization
What it means: You processed a transaction that was declined or should have been declined.
How to win: Show authorization approval code proving the bank approved the transaction. Include transaction receipt with auth code.
Visa Consumer Dispute Codes (13.x)
Visa 13.1 - Merchandise/Services Not Received
What it means: Customer claims they never received the product or service they paid for.
How to win: For physical goods: carrier tracking showing "delivered" to customer's address with signature if high-value item. For digital goods/services: access logs, download records, usage data proving customer accessed/used the product.
Pro tip: Include screenshots of tracking with delivery date highlighted, plus photos of delivery confirmation if available from carrier website.
Visa 13.3 - Not as Described or Defective Merchandise
What it means: Customer claims product was materially different from description or was defective.
How to win: Provide exact product description customer saw at checkout, photos showing product as described, return policy customer agreed to, evidence customer didn't attempt return/refund through proper channels.
Common mistake: Merchants often don't prove the customer never contacted them for a return. Always include email logs showing no refund request was received.
Mastercard Chargeback Reason Codes
Mastercard uses 4-digit codes organized into categories. Updated rules in 2025 introduced different deadlines for digital vs physical goods.
Mastercard Authorization Codes (48xx)
Mastercard 4808 - Authorization-Related Chargeback
What it means: Required authorization was not obtained, or authorization was declined.
How to win: Provide authorization approval code from the transaction. Include transaction receipt showing approval.
Deadline: 30 days for digital goods, 45 days for physical goods (Mastercard 2025 rules)
Mastercard Fraud Codes (48xx)
Mastercard 4837 - No Cardholder Authorization
What it means: Cardholder claims they didn't authorize or participate in the transaction (fraud).
How to win: Same as Visa 10.4 - prove authorization with AVS/CVV match, IP geolocation, account history, delivery proof, usage logs. Mastercard especially values IP address evidence matching the cardholder's country.
Win rate: 40-50% when you have strong fraud prevention evidence (AVS, CVV, 3DS authentication).
Mastercard 4863 - Cardholder Does Not Recognize
What it means: Customer doesn't recognize the charge on their statement. Often legitimate confusion about merchant name or forgotten purchase.
How to win: Explain your business clearly ("Customer sees 'ABC CORP' on statement - this is XYZ Store where they purchased..."). Include order confirmation email they received, product details matching their statement date, delivery confirmation.
Prevention tip: Use a descriptor on statements that matches your customer-facing brand name.
Mastercard Quality Disputes (4853, 4855)
Mastercard 4853 - Cardholder Dispute (Goods/Services)
What it means: Catch-all for various service issues: not received, not as described, defective, customer charged twice, credit not processed.
How to win: Address the specific complaint in the chargeback letter. If "not received": tracking. If "not as described": product description + photos. If "duplicate charge": show they're two separate orders. If "credit not processed": show refund was issued or customer wasn't eligible per policy.
Deadline: 45 days to respond
Mastercard 4855 - Non-Receipt of Merchandise
What it means: Customer claims product was never delivered.
How to win: Carrier tracking showing delivered status + delivery address matching customer's address. For high-value items, signature confirmation is critical.
Win rate: 80%+ if you have tracking showing "delivered" - these are often friendly fraud cases.
American Express Chargeback Reason Codes
American Express uses letter-based codes (e.g., FR2, C08) and has unique rules because Amex is both the card issuer AND the payment network. Amex gives merchants more opportunities to respond with their "Inquiry" process before formal chargebacks.
American Express Fraud Codes
Amex FR2 - Fraud Full Recourse Program
What it means: Amex has determined the charge is likely fraudulent (card-not-present transaction + cardholder denies authorization).
How to win: Prove authorization with strong evidence: IP address matching cardholder, AVS/CVV pass, cardholder email address used for order, account history showing legitimate relationship, proof cardholder used/benefited from product.
Deadline: 20 days to respond
Amex FR4 - Immediate Chargeback Program
What it means: High-risk transaction flagged by Amex's fraud detection. Usually high-value or suspicious patterns.
How to win: Very difficult. Need overwhelming proof: delivery confirmation with signature, photos of product, detailed account history, IP logs, customer communication.
American Express Processing Errors
Amex C08 - Goods/Services Not Received or Partially Received
What it means: Customer claims non-delivery of physical goods or non-performance of services.
How to win: Tracking showing delivered, OR for services: detailed records of service completion with dates/times, customer sign-off if applicable, proof customer used the service.
Amex C28 - Cancelled Recurring Billing
What it means: Customer claims they canceled a subscription but were charged again.
How to win: Show subscription terms with auto-renewal, proof customer never submitted cancellation request (check all communication channels: email, phone, support tickets), usage logs showing they continued using service after alleged cancellation date.
Common scenario: Customer forgot they subscribed and claims they "didn't authorize" ongoing charges. Show clear cancellation policy and that they didn't follow it.
Discover Chargeback Reason Codes
Discover uses 2-letter codes (e.g., UA01, RG). Less common than Visa/Mastercard but follows similar patterns.
Discover UA01 - Fraud: Card Present Transaction
What it means: Cardholder claims they didn't participate in a card-present (in-person) transaction.
How to win: Provide imprint of card or EMV transaction log, signed receipt if available, AVS/CVV results.
Discover UA02 - Fraud: Card Not Present Transaction
What it means: Cardholder claims they didn't authorize online/phone transaction.
How to win: Same as Visa 10.4 / Mastercard 4837 - AVS/CVV match, IP geolocation, account activity, delivery proof.
Deadline: 30 days to respond
Discover RG - Non-Receipt of Goods or Services
What it means: Customer claims they never received what they paid for.
How to win: Carrier tracking for physical goods, access logs for digital products, service completion records.
PayPal Chargeback Reason Codes
PayPal disputes follow card network rules (since they process through Visa/Mastercard) but PayPal also has their own dispute resolution system with unique codes and extremely tight deadlines.
⏰ PayPal's 10-Day Deadline
PayPal gives merchants just 10 days to respond to disputes. Miss this deadline and you automatically lose, regardless of how strong your case is. Learn PayPal response strategies →
PayPal Unauthorized Transaction
What it means: Buyer claims they didn't authorize the payment or their PayPal account was hacked.
How to win: Show proof of shipment to confirmed PayPal address (for Seller Protection), proof of delivery, account activity showing buyer logged in and made payment, buyer's email communications with you.
PayPal Seller Protection: If you shipped to the address on the Transaction Details page and have tracking, you're often covered automatically.
PayPal Item Not Received (INR)
What it means: Buyer claims they never received the item.
How to win: Tracking number showing delivered status to PayPal confirmed address. For items over $750, signature confirmation required. For digital goods: proof of download/access.
Win rate: 85%+ if you have valid tracking showing delivered. These are primarily friendly fraud.
PayPal Significantly Not as Described (SNAD)
What it means: Buyer claims item was materially different from listing or defective.
How to win: Harder than INR disputes. Provide detailed product description buyer saw, photos showing condition/accuracy, proof buyer didn't return item or request resolution through PayPal first. PayPal often sides with buyers on SNAD claims.
Strategy: Focus on "buyer didn't follow return policy" angle. Show clear return instructions they ignored before opening dispute.
Quick Reference: Response Deadlines by Network
| Network | Standard Deadline | Special Cases |
|---|---|---|
| Visa | 9 days (US/Canada) 18 days (other) | Changed July 2025 - was 30 days |
| Mastercard | 30 days (digital) 45 days (physical) | 2025 rule update by transaction type |
| American Express | 20 days | Inquiry phase gives more time |
| Discover | 30 days | Similar to Mastercard |
| PayPal | 10 days | Shortest deadline across all networks |
Common Mistakes When Responding to Reason Codes
❌ Mistake #1: Using Generic Evidence for All Codes
Merchants often submit the same evidence package regardless of reason code. A fraud dispute (10.4) needs different evidence than a "not received" dispute (13.1). Match your evidence to the specific accusation.
❌ Mistake #2: Missing Processor-Specific Deadlines
Visa's 9-day deadline catches many merchants off guard. Calendar reminder isn't enough - respond within 3-5 days to account for processor processing time. Stripe merchants: see evidence requirements →
❌ Mistake #3: Ignoring "Unwinnable" Chargebacks
Even if a code has a low win rate, you should still respond. No response = automatic loss + higher chargeback ratio. High ratios lead to account termination and higher processing fees. Always respond with best available evidence.
❌ Mistake #4: Not Checking Which Network Issued the Chargeback
A customer's card might say "Visa" but the chargeback could route through a different network if it's a co-branded card. Always confirm the network from your processor's chargeback notification, not from the card itself.
How to Find Your Chargeback Reason Code
When you receive a chargeback notification from your payment processor, the reason code is always included. Here's where to find it:
- Stripe: Dashboard → Payments → Disputes → Click dispute → Reason code shown at top
- PayPal: Resolution Center → View dispute → Reason shown in "Reason for dispute" field
- Square: Dashboard → Disputes → Click dispute → Dispute details section
- Authorize.net: Transaction details → Chargeback information
- Merchant bank statement: Look for retrieval request or chargeback notice with code
If you can't find the reason code or need help interpreting it, use our dispute response generator → to identify the code and create a winning response.
Generate Reason Code-Specific Response
Stop guessing what evidence to submit. ProofReturn automatically tailors your response based on the specific reason code, card network rules, and your transaction type. Used by merchants to win 70%+ of disputes.
Create Response for Your Reason Code →Related Resources
Complete Guide to Winning Chargebacks
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Browse All Reason Codes
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Stripe-Specific Evidence Guide
What evidence Stripe requires for each dispute type
Need Help with Your Chargeback?
Generate a professional, bank-ready dispute packet in minutes with our automated tool. Includes all required evidence templates and processor-specific guidelines.