ChargebackKit
VisaFraudUpdated June 2026

Visa Reason Code 10.4: 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.

Respond within ~30 days
Highly winnable

Your strongest argument

AVS + CVV2 both matched and the order was delivered to the verified address — this was the genuine cardholder.

Evidence that wins a Visa 10.4 dispute

  • AVS (address) and CVV2 match results from the authorization
  • Device fingerprint / IP address matching the cardholder
  • Proof the customer logged in or used the product after purchase
  • Signed delivery confirmation to the billing/AVS-matched address
  • History of prior undisputed orders from the same cardholder

Ordered strongest first — lead your rebuttal with the items at the top.

Source: Visa Core Rules and Visa Product and Service Rules; Visa Dispute Resolution (Visa Claims Resolution) documentation. The Visa rulebook defines this code and its dispute framework; the issuer decides every dispute and sets the exact deadline shown in your processor dashboard.

Not sure you have enough to win?

Run a free 60-second readiness check for Visa 10.4. Answer a few yes/no questions and get a 0–100 score, a green/amber/red evidence checklist, and your exact response deadline — no signup.

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How processors label this dispute

ProcessorWhat you'll see
Stripereason: fraudulent
PayPalUnauthorized transaction

Where to pull this evidence

Prove the genuine cardholder made and benefited from the purchase. Authentication data wins these. Here's exactly where the relevant records live in each processor dashboard — gather them free before you build your pack.

Stripe

Dashboard → Payments → Disputes (or the email alert from Stripe).

  • AVS & CVC check results: Open the original payment → Payment details → "Checks" (CVC, ZIP, address).
  • Customer email, IP, and device: Payment → Customer section and the "Risk insights" / Radar panel.
  • Receipt / order confirmation: Payment → "Send receipt" or your order-management system; export the PDF.
  • Refund history & reference IDs: Payment → Timeline shows any refunds with their re_… reference IDs.

Shopify Payments

Shopify admin → Orders → the flagged order → "Chargeback" banner, or Settings → Payments → Manage disputes.

  • Order & fulfillment details: Orders → the order → Fulfillment + Timeline (shows when items shipped).
  • Tracking number & carrier: Orders → Fulfillment → tracking; confirm "Delivered" status with the carrier.
  • Customer info & IP: Order → Customer section; Order → Additional details / fraud analysis for IP and AVS/CVV.
  • Fraud analysis (AVS/CVV/risk): Order → "Fraud analysis" panel shows AVS, CVV, and Shopify’s risk indicators.

Square

Square Dashboard → Disputes (or Balance → Disputes), or the email from Square.

  • Transaction & receipt: Transactions → the payment → receipt; "Resend receipt" for a copy.
  • Card-present / chip details: Transaction detail shows entry method (chip, tap, keyed) — chip reads support card-present disputes.
  • Customer details: Customer Directory → the customer; or the transaction’s customer section.
  • Itemization & amount: Transaction → itemized breakdown to rebut "incorrect amount" claims.

PayPal

PayPal → Resolution Center → the open case (Dispute, Claim, or Chargeback).

  • Transaction details & ID: Activity → the transaction → details; note the Transaction ID.
  • Proof of delivery / tracking: Resolution Center → "Respond" → add tracking number + carrier (PayPal validates delivery).
  • Proof of shipment / service: Resolution Center evidence upload: invoice, shipment receipt, or service-completion proof.
  • Buyer communication: Resolution Center message thread + your own email records with the buyer.

Build a submission-ready Visa 10.4 response

ChargebackKit assembles your evidence into a formatted, labeled rebuttal pack with the exhibits and response letter card networks expect — pre-mapped to Fraudulent / Unauthorized disputes.

Build your evidence pack — $19
Verified against the official Visa Core Rules and Visa Product and Service Rules; Visa Dispute Resolution (Visa Claims Resolution) documentation3-day money-back guarantee if your pack isn’t structured correctly for your dispute

Or run the free readiness check first →

Frequently asked questions

What is Visa reason code 10.4?↓
Visa 10.4 ("Other Fraud — Card-Absent Environment") is filed when a cardholder disputes a card-not-present transaction as fraudulent. It replaced legacy codes like 83 under Visa Claims Resolution.
How do I win a Visa 10.4 chargeback?↓
Lead with AVS and CVV2 match data, then add device/IP evidence, proof of product use, and delivery confirmation to the verified address. Compelling-evidence rules apply if the customer had prior undisputed orders.
How long do I have to respond to a Visa 10.4?↓
Most issuers set a 30-day response window from the chargeback date, though your processor may show a shorter internal deadline. Submit well before the date your dashboard shows.

Where to go next

Build the pack for Fraudulent / Unauthorized disputes, or dig into the matching guide, template, and processor evidence requirements.

Build the pack for this dispute

Updated June 2026. This code’s meaning and evidence requirements are sourced from the Visa Core Rules and Visa Product and Service Rules; Visa Dispute Resolution (Visa Claims Resolution) documentation and may change as Visa revises its rules; always check your processor dashboard for the exact deadline and label on your dispute. The issuer decides every dispute — there is no guaranteed outcome.