Visa Chargeback Reason Codes

Updated July 2026

Visa chargeback reason codes are decimal codes — 10.4, 13.1, 13.2 — that identify exactly what a cardholder is disputing under Visa Claims Resolution (VCR), Visa's dispute framework. Every code falls into one of four VCR categories: Fraud (10.x), Authorization (11.x), Processing Error (12.x), or Consumer Dispute (13.x). The category determines which evidence you need and how to structure your representment. Visa gives merchants 30 days to respond — the same window as Discover and longer than American Express's roughly 20 days.

How the Visa Claims Resolution process works

Visa is an open-loop network: issuing banks (the cardholder's bank) and acquiring banks (your bank or processor) are separate from Visa itself. When a cardholder disputes a charge, the issuing bank raises the chargeback under VCR and debits the disputed amount from your account. Your acquirer or processor forwards the dispute notice, including the reason code and the response deadline.

You then submit evidence — called a representment — through your processor. The issuing bank reviews it and either reverses the chargeback in your favor or upholds it. Some disputes can go to arbitration if both sides disagree after representment.

Match your evidence to the reason code. Sending generic documents wastes your one chance to respond. A 10.4 fraud dispute needs authentication data; a 13.1 non-receipt dispute needs delivery confirmation. The code tells you exactly what to prove.

Common Visa chargeback reason codes

Visa VCR organizes codes into four categories. The table below shows the codes merchants encounter most often. Always verify the current evidence requirements in your processor dashboard — Visa updates its dispute rules over time. For per-code evidence detail, see the reason code library.

Fraud (10.x)

Code	What the cardholder is claiming	Evidence that answers it
10.4	Did not authorize this card-not-present (online/phone) transaction	AVS and CVV2 match results, device fingerprint and IP, delivery to the billing address, prior undisputed order history (CE 3.0)
10.3	Did not authorize this in-person (card-present) transaction	EMV chip read record, signed receipt or PIN-verified authorization, terminal logs
10.1	Counterfeit card used at a non-EMV terminal (liability shift)	Proof the terminal was EMV chip-enabled and the chip was read
10.2	Lost or stolen card used at a non-EMV terminal (liability shift)	Proof the terminal was EMV chip-enabled and the chip was read (not a magstripe fallback)

Authorization (11.x)

Code	What the cardholder is claiming	Evidence that answers it
11.3	Transaction completed without a valid authorization	Authorization approval code obtained at the time of sale
11.2	Transaction completed after the authorization was declined	Valid approval code proving the charge was authorized, not force-posted after a decline

Processing Error (12.x)

Code	What the cardholder is claiming	Evidence that answers it
12.6.1	Single transaction processed more than once	Distinct order IDs and auth codes proving each charge was a separate purchase; refund any genuine duplicate first
12.5	Amount charged differs from the amount authorized	Itemized total the customer authorized, showing the settled amount matches it

Consumer Dispute (13.x)

Code	What the cardholder is claiming	Evidence that answers it
13.1	Merchandise or services were never received	Carrier tracking with delivery confirmation, or timestamped access logs for digital goods
13.2	Recurring subscription was cancelled but was still billed	Cancellation terms accepted at sign-up, records showing no cancellation request was received, login or usage activity during the billed period
13.3	Merchandise was defective or did not match the description	Product description as shown at checkout, proof the delivered item matched it, return/refund policy accepted at purchase
13.6	A promised refund or credit never appeared	Processor refund confirmation with reference ID and settlement date, or policy showing no credit was owed

The 30-day deadline: respond before it closes

Visa gives merchants 30 days to submit evidence, measured from the chargeback date. That is the same window as Discover. Missing the deadline means the dispute resolves against you automatically, regardless of how strong your evidence is.

Your processor (Stripe, Shopify Payments, Square, or a direct acquirer) may show a shorter internal cut-off because they need time to forward your response. Submit well before the date shown in your dispute dashboard. For a full side-by-side comparison of every network's timeline, see the chargeback response deadlines guide.

Do not wait until day 28. If you discover missing evidence late in the window, there is no time to correct course. Start gathering the moment the dispute notice arrives.

What is Visa Compelling Evidence 3.0?

Visa Compelling Evidence 3.0 (CE 3.0) is a rule specific to Visa 10.4 card-absent fraud disputes. It lets you challenge a fraud claim by showing the cardholder had at least two prior undisputed transactions with you that share key identifiers — such as the same IP address, device fingerprint, or shipping address — within a qualifying period before the disputed charge.

When those prior transactions qualify, the dispute burden shifts back to the issuing bank. Not every 10.4 dispute qualifies — your prior transaction data must meet Visa's specific criteria. For a full breakdown of what counts and how to submit it, see the Visa Compelling Evidence 3.0 guide.

How to respond to a Visa reason code

Read the reason code first, then build your evidence to that specific claim. Sending the wrong documents is as bad as sending nothing — it gives the issuer no reason to reverse the chargeback.

Identify the VCR category

The first digit tells you the category: 10.x is fraud, 11.x is authorization, 12.x is a processing error, and 13.x is a consumer dispute. Each calls for different evidence.

For 10.4 fraud, check CE 3.0 eligibility first

Before building a standard fraud rebuttal, look up whether you have qualifying prior undisputed transactions from the same cardholder. If you do, CE 3.0 evidence gives you a stronger path than authentication data alone.

Write a focused rebuttal letter

A short cover letter that names the reason code, maps each exhibit to the cardholder's claim, and asks for reversal is more persuasive than a long, general argument. For structure and phrasing, see the rebuttal letter guide.

Submit once, include everything

Upload your complete evidence through your processor's dispute portal before the deadline. You cannot add documents after submission, so include every exhibit the code requires the first time.

Frequently Asked Questions

How long do I have to respond to a Visa chargeback?↓

Visa gives merchants 30 days to respond, measured from the chargeback date. That is the same window as Discover and longer than American Express's roughly 20-day deadline. Your processor may show a shorter internal cut-off — submit well before the date on your dispute screen.

What is Visa Claims Resolution (VCR)?↓

Visa Claims Resolution (VCR) is Visa's dispute framework. It groups every chargeback reason code into four categories: Fraud (10.x), Authorization (11.x), Processing Error (12.x), and Consumer Dispute (13.x). The category determines the evidence requirements and the representment path.

What are the most common Visa chargeback reason codes?↓

The most common Visa reason codes for online merchants are 10.4 (card-absent fraud), 13.1 (merchandise or services not received), 13.2 (cancelled recurring transaction), and 13.3 (not as described or defective). Visa 10.4 fraud disputes may qualify for Compelling Evidence 3.0 if you have prior undisputed transactions from the same cardholder.

What is Visa Compelling Evidence 3.0 and when does it apply?↓

Visa Compelling Evidence 3.0 (CE 3.0) is a rule that lets merchants challenge a Visa 10.4 card-absent fraud chargeback by showing the cardholder made at least two undisputed purchases with you — sharing key identifiers like IP address, device fingerprint, or shipping address — within a qualifying window. When those prior transactions qualify, the burden shifts back to the issuer.

How do Visa reason codes differ from Mastercard and Amex codes?↓

Visa uses decimal codes in four VCR categories (10.4, 13.1, etc.). Mastercard uses four-digit codes (4837, 4853). American Express uses letter-and-number codes (F29, C08) and starts many disputes as an inquiry rather than an immediate chargeback. Discover uses two-letter codes (UD, RG). The code format tells you which network sent the dispute, but the evidence principles are similar across networks.

Build a Code-Specific Evidence Pack

ChargebackKit assembles your evidence into an organized pack — rebuttal letter, labeled exhibits, and submission checklist — matched to your specific Visa reason code and the 30-day window.

Run the Free Evidence-Readiness Check

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