When a transaction is charged back, the issuing banks will assign a reason code to the chargeback. Below is a list of all the major reason codes you will see from chargebacks resulting from criminal fraud, friendly fraud or merchant error. You can also type in any reason code you’ve received in the respective Visa or MasterCard field and click ‘Submit’. This will bring up the reason for your chargeback and an explanation. We hope this helps you make sense of these chargebacks; but more importantly, this reference should help you take corrective measures to avoid similar disputes in the future. If any of your reason codes fall under the “friendly fraud” category, we strongly suggest merchants use our representment services to reclaim that revenue. – * asterisk indicates an older reason code

Visa Code: MasterCard:

AUTHORIZATION

Card Recovery Bulletin

Visa Code: 11.1

This chargeback is caused by Authorization. Merchant processed transaction below floor limit without authorization. Merchant must provide proof of authorization.


Declined Authorization

Visa Code: 11.2

This chargeback is caused by Authorization. Authorization was declined, merchant completed the transaction. Merchant must prove transaction was chip-initiated or authorized offline


No Authorization

Visa Code: 11.3

This chargeback is caused by Authorization. Merchant did not obtain authorization. Merchant must provide evidence of valid cardholder authorization.


CONSUMER DISPUTES

Merchandise/Services Not Received

Visa Code: 13.1

This chargeback is caused by Consumer Disputes. Goods or services not provided by merchant. Merchant must provide documentation that merchandise was delivered to cardholder.


Cancelled Recurring

Visa Code: 13.2

This chargeback is caused by Consumer Disputes. Recurring billing continued after cardholder discontinued subscription. Merchant must provide evidence that cardholder continued to use the goods/services.


Not as Described or Defective Merchandise/ Services

Visa Code: 13.3

This chargeback is caused by Consumer Disputes. Cardholder received goods/services, but not as described or defective. Merchant should show that goods/services were provided as described.


Counterfeit Merchandise

Visa Code: 13.4

This chargeback is caused by Consumer Disputes. Cardholder claims the merchandise is counterfeit. Merchant must provide proof that merchandise is authentic.


Misrepresentation

Visa Code: 13.5

This chargeback is caused by Consumer Disputes. Cardholder claims merchandise is not as advertised during transaction. Merchant must show that the advertising, descriptions or guarantees correspond accurately to merchandise delivered.


Credit Not Processed

Visa Code: 13.6

This chargeback is caused by Consumer Disputes. Cardholder was promised a credit, refund or voided transaction that did not go through. Merchant must provide proof that refund or credit was issued and received by cardholder.


Cancelled Merchandise/Services

Visa Code: 13.7

This chargeback is caused by Consumer Disputes. Cardholder was charged for transaction even though goods/services were cancelled. Merchant must prove transaction was not cancelled, or that goods/services were received.


Original Credit Transaction Not Accepted

Visa Code: 13.8

This chargeback is caused by Consumer Disputes. Merchant did not process cardholder cancellation for goods/services. Merchant must provide proof of cancellation or that requested cancellation violated terms and conditions of returns policy.


CRIMINAL FRAUD

Counterfeit transaction/Chip liability shift/Chip/PIN liability shift

Visa Code: 62* | Mastercard: 4870

This chargeback is caused by criminal fraud. The cardholder did not participate in the transaction (a fraudster made a duplicate or counterfeit copy of the card). **card-present transactions only The merchant did not compare the first four embossed digits to the printed digits. The merchant received authorization without providing required data. The use of an EMV chip card resulted in a fraudulent transaction at a non-hybrid terminal. The use of an EMV chip card resulted in a fraudulent transaction at a hybrid terminal (with or without a PIN pad).


Fraud (card-present)/No cardholder authorization

Visa Code: 81* | Mastercard: 4837

This chargeback is caused by criminal fraud. The merchant processed a transaction without the cardholder's consent or it was charged to a fictitious account. **card-present transactions only The merchant processed a transaction instigated by someone other than the cardholder.


Fraud (card-not-present)/No cardholder authorization

Visa Code: 83* | Mastercard: 4837

This chargeback is caused by criminal fraud. The cardholder did not authorize the transaction. The transaction was placed by someone who had fraudulently obtained the account information.


FRAUD

EMV Liability Shift Counterfeit Fraud

Visa Code: 10.1

This chargeback is caused by Fraud. Cardholder claims they were victim of fraud by counterfeit card. Merchant must prove cardholder consented to transaction


EMV Liability Shift NonCounterfeit Fraud

Visa Code: 10.2

This chargeback is caused by Fraud. Cardholder claims they were victim of fraud not involving counterfeit card. Merchant must prove cardholder consented to transaction


Other Fraud-Card Present Environment

Visa Code: 10.3

This chargeback is caused by Fraud. Unauthorized or fraudulent card-present transaction. Merchant can provide evidence of cardholder authentication through PIN, imprint, or other valid proof of cardholder consent.


Other Fraud-Card Absent Environment

Visa Code: 10.4

This chargeback is caused by Fraud. Unauthorized or fraudulent card-not-present transaction. Merchant can provide evidence of cardholder authentication through PIN, imprint, or other valid proof of cardholder consent.


Visa Fraud Monitoring Program

Visa Code: 10.5

This chargeback is caused by Fraud. Visa identified a transaction as fraudulent to the issuer and issuer did not charge back transaction under other reason code.


FRIENDLY FRAUD

Services not provided or merchandise not received

Visa Code: 30* | Mastercard: 4855

This chargeback is caused by friendly fraud. Merchandise or services were not received or not received by the agreed upon delivery date. The cardholder experienced buyer's remorse, and regretted the purchase. The cardholder didn't want to perform (or didn't qualify for) a return or exchange in accordance with the merchant's policy. The cardholder didn't understand the shipping process and expected delivery prematurely.


Cancelled recurring transaction/Installment billing dispute

Visa Code: 41* | Mastercard: 4841

This chargeback is caused by friendly fraud. A recurring transaction was processed after the cardholder requested termination, the account had been closed, the charge exceeded the predetermined amount, or the merchant failed to notify the cardholder of the upcoming charge. The cardholder failed to withdraw permission to charge the account or cancel a membership fee but didn't want to pay. The cardholder denies receiving notification of a billing change. The cardholder intentionally canceled a card account to avoid payments.


Not as described or defective merchandise

Visa Code: 53* | Mastercard: 4853

This chargeback is caused by friendly fraud. The merchandise was: damaged or defective upon its arrival, not the same as shown (online) or described (telephone), unsuitable for the intended purpose. The cardholder experienced buyer's remorse, and regretted the purchase. The cardholder didn't want to perform (or didn't qualify for) a return or exchange in accordance with the merchant's policy.


Transaction not recognized

Visa Code: 75* | Mastercard: 4863

This chargeback is caused by friendly fraud. The cardholder doesn't recognize or remember the transaction. The merchant's name (billing descriptor) was incorrect or unrecognizable. The cardholder didn't remember making the purchase.


Fraud (card-not-present)/No cardholder authorization

Visa Code: 83* | Mastercard: 4837

This chargeback is caused by friendly fraud. The cardholder did not authorize the transaction. The cardholder experienced buyer's remorse and regretted the purchase. The cardholder didn't want to perform (or didn't qualify for) a return or exchange in accordance with the merchant's policy. The cardholder didn't know someone else with access to the card (child, spouse) had made the purchase.


MERCHANT ERROR

Requested or required item illegible or missing

Mastercard: 4802

This chargeback is caused by merchant error. The merchant failed to provide necessary documentation. The documentation provided was illegible.


Documentation received was invalid or incomplete

Mastercard: 4803

This chargeback is caused by merchant error. The merchant didn't provide all the necessary documentation.


Services not provided or merchandise not received

Visa Code: 30* | Mastercard: 4855

This chargeback is caused by merchant error. Merchandise or services were not received or not received by the agreed upon delivery date. The merchant didn't provide the services or failed to send the products. The merchant billed the cardholder before sending the products. The merchant didn't send the items by the agreed up delivery date. The merchant didn't make products available for pickup.


Cancelled recurring transaction/Installment billing dispute

Visa Code: 41* | Mastercard: 4841

This chargeback is caused by merchant error. A recurring transaction was processed after the cardholder requested termination, the account had been closed, the charge exceeded the predetermined amount, or the merchant failed to notify the cardholder of the upcoming charge. The cardholder requested the transactions be terminated, but was charged anyway. The merchant processed a transaction for a card that had been closed. The transaction exceeded the predetermined dollar amount and the merchant failed to notify the customer (in writing) 10 days before the charge. The merchant prematurely billed an installment payment.


Not as described or defective merchandise

Visa Code: 53* | Mastercard: 4853

This chargeback is caused by merchant error. The merchandise was: damaged or defective upon its arrival, not the same as shown (online) or described (telephone), unsuitable for the intended purpose. The merchant sent the wrong item. The merchant inaccurately described the products or services. The merchant didn't perform the services as described. The merchant did not accept a product return (or accepted it and failed to credit the account). The merchant sold counterfeit products. The quality of goods or services wasn't adequate.


Fraudulent multiple transactions/Fraudulent processing of transactions

Visa Code: 57* | Mastercard: 4840

This chargeback is caused by merchant error. The cardholder has made a purchase with the merchant in the past, but this particular transaction wasn't authorized (the cardholder was in possession of the card at the time). **card-present transactions only The merchant didn't void multiple transactions. The merchant tried to fraudulently process transactions.


Counterfeit transaction/Chip liability shift/Chip/PIN liability shift

Visa Code: 62* | Mastercard: 4870

This chargeback is caused by merchant error. The cardholder did not participate in the transaction (a fraudster made a duplicate or counterfeit copy of the card). **card-present transactions only The merchant did not compare the first four embossed digits to the printed digits. The merchant received authorization without providing required data. The use of an EMV chip card resulted in a fraudulent transaction at a non-hybrid terminal. The use of an EMV chip card resulted in a fraudulent transaction at a hybrid terminal (with or without a PIN pad).


Declined authorization/ Authorization-related chargeback

Visa Code: 71* | Mastercard: 4808

This chargeback is caused by merchant error. A transaction was processed after the authorization was declined. **card-present transactions only The merchant circumvented a declined authorization by forcing the posting, re-swiping until authorization was provided in error, or using an alternative authorization method.


No authorization/ Authorization-related chargeback

Visa Code: 72* | Mastercard: 4808

This chargeback is caused by merchant error. Authorization was not obtained or obtained using invalid/incorrect information. **card-present transactions only The merchant didn't obtain authorization, obtained authorization after the transaction date, or included the tip in the authorization amount.


Expired card

Visa Code: 73* | Mastercard: 4835

This chargeback is caused by merchant error. A transaction was processed without authorization on an expired card. The merchant didn't received authorization for a transaction on an expired card.


Late presentment

Visa Code: 74* | Mastercard: 4842

This chargeback is caused by merchant error. The merchant didn't process the transaction in a timely fashion. The transaction wasn't processed in a timely fashion and the account has since been closed or it was posted after 180 days of the original transaction date.


Transaction not recognized

Visa Code: 75* | Mastercard: 4863

This chargeback is caused by merchant error. The cardholder doesn't recognize or remember the transaction. The cardholder did not recognize the merchant's name or billing information on the credit card statement. The information listed on the cardholder's statement was incorrect.


Incorrect currency or transaction code

Visa Code: 76* | Mastercard: 4846

This chargeback is caused by merchant error. The merchant failed to provide adequate currency information or properly process a credit. The merchant issued a credit but it was posted as a sale. The merchant didn't allow the cardholder to make the purchase in the merchant's local currency. The merchant didn't deposit the receipt in the country where the purchase was made. The customer wasn't notified of a currency conversion.


Non-matching account number/Authorization related chargeback

Visa Code: 77* | Mastercard: 4808

This chargeback is caused by merchant error. The account number used does not match any on file. The merchant manually keyed the account number incorrectly or incorrectly documented the account number during a telephone or mail order.


Incorrect transaction amount or account number/Transaction amount differs

Visa Code: 80* | Mastercard: 4831

This chargeback is caused by merchant error. The card was not charged for the correct amount. The merchant made an error when calculating the transaction amount. The merchant altered the amount after the transaction was completed without the cardholder's permission. The merchant increased the transaction amount without the cardholder's permission.


Fraud (card-present)/No cardholder authorization

Visa Code: 81* | Mastercard: 4837

This chargeback is caused by merchant error. The merchant processed a transaction without the cardholder's consent or it was charged to a fictitious account. The merchant manually processed the transaction but failed to make an imprint of the card. The merchant didn't properly document that the transaction was a mail, telephone, or internet order.


Duplicate processing

Visa Code: 82* | Mastercard: 4834

This chargeback is caused by merchant error. A single transaction was processed more than one time. **card-present transactions only The merchant submitted a single batch of transactions multiple times. The merchant deposited both copies of the sales receipt (merchant and sales copy). The merchant created two sales receipts for a single transaction. The merchant deposited a receipt with more than one acquirer. The merchant processed a single transaction multiple times.


Credit not processed

Visa Code: 85* | Mastercard: 4860

This chargeback is caused by merchant error. The merchant failed to credit the cardholder's account after a return was made. The merchant didn't issue the cardholder's credit or didn't issue it in time for the credit to appear on the statement. The merchant didn't share the return policy with the cardholder at the time of purchase.


Paid by other means/ Transaction amount differs

Visa Code: 86* | Mastercard: 4831

This chargeback is caused by merchant error. The cardholder paid for the transaction in question with cash, check or other card. **card-present transactions only After initiating a credit card transaction, the cardholder switched to a different method and the merchant accidentally processed both forms of payment.


Questionable merchant activity

Mastercard: 4849

This chargeback is caused by merchant error. The merchant processed a transaction that was in violation of MasterCard rules. The transaction violates rules set forth in a MasterCard Global Security Bulletin.


Cardholder dispute not elsewhere classified

Mastercard: 4854

This chargeback is caused by merchant error. The cardholder has made an unsuccessful good-faith effort to resolve a dispute with the merchant. The transaction dispute reflects a truth-in-lending law claim authorized against issuers or creditors.


Invalid card for the transaction type OR Online authorization required

Visa Code: 78*

This chargeback is caused by merchant error. This applies to non-US transactions only. Merchant must prove that authorization was obtained and/or service code was valid for card type.


PROCESSING ERRORS

Late Presentment

Visa Code: 12.1

This chargeback is caused by Processing Errors. Transaction was not processed within 180 day time limit for presentment. Merchant must provide proof transaction was processed within time limit.


Incorrect Transaction Code

Visa Code: 12.2

This chargeback is caused by Processing Errors. Transaction codes do not match. Merchant may have received the wrong API. Merchant must provide transactional data from processor/gateway to resolve.


Incorrect Currency

Visa Code: 12.3

This chargeback is caused by Processing Errors. Transaction was processed with an unauthorized currency. Merchant must provide proof of authorization.


Duplicate Processing

Visa Code: 12.6

This chargeback is caused by Processing Errors. Transaction was processed more than once or paid by other means. Merchant must prove that each entry was a separate authorized transaction.


Invalid Data

Visa Code: 12.7

This chargeback is caused by Processing Errors. Merchant failed to obtain valid authorization or data for transaction. Merchant must provide evidence of cardholder authorization.


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