Chargeback Reason Codes
Your processor hands you a code — like Visa 10.4, Mastercard 4853, Amex C08, or Discover UD. Each code tells you exactly what the cardholder is claiming and what evidence wins. Find your code below for its plain-English meaning, the evidence that beats it, and your response deadline.
Visa
Other Fraud — Card-Absent Environment
The cardholder says they did not authorize this card-not-present (online/phone) transaction. This is the most common e-commerce fraud chargeback.
Highly winnable
Other Fraud — Card-Present Environment
The cardholder disputes an in-person (card-present) transaction as fraudulent, claiming they did not authorize it at the point of sale.
Winnable with strong evidence
EMV Liability Shift Counterfeit Fraud
A counterfeit card was used in person at a terminal that was not EMV chip-enabled, shifting fraud liability to the merchant.
Highly winnable
Merchandise / Services Not Received
The cardholder paid but says they never received the merchandise or service by the expected date.
Winnable with strong evidence
Cancelled Recurring Transaction
The cardholder says they cancelled a subscription or recurring billing but were charged anyway.
Winnable with strong evidence
Not as Described or Defective Merchandise
The cardholder received the item but claims it was defective or significantly different from how you described it.
Winnable with strong evidence
Misrepresentation
The cardholder claims the terms of the sale were misrepresented — common with free trials, hidden recurring charges, or undisclosed terms.
Winnable with strong evidence
Credit Not Processed
The cardholder says you promised a refund or credit that never appeared on their statement.
Often winnable
Cancelled Merchandise / Services
The cardholder cancelled the order or returned the merchandise per policy but was still charged or not credited.
Winnable with strong evidence
Incorrect Amount
The cardholder was charged an amount different from what they authorized.
Winnable with strong evidence
Duplicate Processing
The cardholder says a single transaction was processed more than once.
Often winnable
No Authorization
The transaction was completed without obtaining the required authorization approval.
Winnable with strong evidence
Mastercard
No Cardholder Authorization
The cardholder claims they did not authorize or participate in the transaction — Mastercard’s primary fraud chargeback.
Highly winnable
Cardholder Dispute (Goods/Services Not as Described or Defective)
A broad consumer-dispute code: goods or services not received, not as described, defective, or a cancelled recurring charge.
Winnable with strong evidence
Goods or Services Not Provided
The cardholder paid but says the merchandise or service was never delivered or rendered.
Winnable with strong evidence
Point-of-Interaction Error (Duplicate / Incorrect Amount)
A processing error — the cardholder was charged more than once or for an incorrect amount.
Often winnable
Cancelled Recurring or Digital Goods Transaction
The cardholder cancelled a recurring billing or digital subscription but was charged again.
Winnable with strong evidence
Authorization-Related Chargeback
The transaction lacked a valid authorization, or the authorization was declined or expired.
Winnable with strong evidence
Cardholder Does Not Recognize
The cardholder does not recognize the transaction on their statement (often a billing-descriptor confusion rather than true fraud).
Highly winnable
American Express
Card Not Present Fraud
The cardholder disputes a card-not-present transaction as fraudulent — Amex’s primary online fraud code.
Highly winnable
Goods/Services Not Received or Only Partially Received
The cardholder paid but says they did not receive the goods or services, or received only part of the order.
Winnable with strong evidence
Goods/Services Not as Described
The cardholder received the item but says it was materially different from what was described.
Winnable with strong evidence
Credit Not Processed
The cardholder expected a credit or refund that was not processed.
Often winnable
Goods/Services Cancelled
The cardholder cancelled the order or service but was charged or not refunded.
Winnable with strong evidence
Incorrect Charge Amount
The amount charged differs from the amount the cardholder authorized.
Winnable with strong evidence
Duplicate Charge
The cardholder says they were charged more than once for a single purchase.
Often winnable
Discover
Unauthorized / Disputed (Cardmember Does Not Recognize)
The Discover cardmember disputes the transaction as unauthorized or unrecognized.
Highly winnable
Non-Receipt of Goods or Services
The Discover cardmember paid but says they never received the goods or services.
Winnable with strong evidence
Quality of Goods or Services (Not as Described)
The cardmember received the item but says its quality or description was misrepresented.
Winnable with strong evidence
Credit Not Processed
The cardmember expected a credit or refund that was never processed.
Often winnable
Duplicate Processing
The cardmember says a single transaction was processed more than once.
Often winnable
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