Chargeback Reason Codes

Below you will find a breakdown of the various chargeback reason codes by Card Network

Visa Reason Codes

Reason Code

Description

Details

10.1

EMV Liability Shift Counterfeit Fraud

A cardholder has disputed the transaction, claiming that either a fraudster or an unwitting participant authorized the transaction without the cardholder's knowledge. The cardholder may also claim that a counterfeit card authorized a transaction from his or her account.

10.2

EMV Liability Shift Non-Counterfeit Fraud

The cardholder believes that the fraudulent activity originated with the EMV terminal. He or she may claim you were negligent in spotting the fraudulent activity.

10.3

Fraud – Card Present Environment

The cardholder never authorized or participated in a Card Present environment transaction. Or a fraudulent transaction was completed in a Card Present environment using an account number for which no valid card was issued or is outstanding, and no authorization was obtained.

10.4

Fraudulent Transaction – Card Absent Environment

The cardholder did not authorize or participate in a transaction conducted in a Card Not Present environment. or A fraudulent transaction was completed in a Card Not Present environment using an account number where no valid card was issued or is outstanding, and no authorization was obtained.

10.5

Visa Fraud Monitoring Program

Visa notified the issuer that the Visa Fraud Monitoring Program identified the transaction and the issuer has not successfully charged back the transaction using another reason code.

11.2

Declined Authorization

Authorization was declined and merchant completed the transaction. If the authorization response was decline, pick-up or referral and a key entered or a voice authorization code was obtained and a counterfeit card was used, the sale may be charged back

11.3

No Authorization

Transaction exceeds the floor limit, and an authorization was not obtained on the transaction, or the transaction is an online check card transaction or an original adjustment.

11.4

Service Code Violation

Authorization was not obtained for a magnetic-stripe read transaction on a Visa Electron Card or on a Visa Card in a registered mandatory positive authorization (X2X service code) account range, excluding U.S. domestic transactions.

12.1

Late Presentment

The transaction was not processed within the required time-limit, and the account used was not in a positive status on the date the chargeback was processed. or The transaction date was more than 180 days before the processing date.

12.2

Incorrect Transaction Code

The transaction processing code used has caused the cardholder to suffer a financial loss. For example, if a full credit processed does not fully offset the debit on a cardholder’s card account (due to fluctuation in exchange rate), the latter may use this chargeback reason code to recover the financial loss.

12.3

Incorrect Currency

This chargeback involves the use of an incorrect currency.

12.4

Non-Matching Account Number

Transaction did not receive authorization and was processed using an account number that does not match any on the issuer's master file or an original credit was processed using an account number that does not match any on the issuer's master file.

12.5

Incorrect Transaction Amount or Account Number

Used under any of the following circumstances:
merchant processed an incorrect transaction amount
merchant processed an account number that did not match the one on the transaction receipt cardholder’s transaction receipt contains an addition or transposition error transaction receipt was altered without cardholder permission

12.6.1

Duplicate Processing

A single transaction was presented two or more times to the issuer for the same cardholder account number, similar transaction amounts and similar clearing data. If the same transaction was processed by different acquirers, the issuer is required to dispute the transaction that posted last.
For express payment service (EPS) or small ticket transactions, the amounts must be the same.

12.6.2

Altered Amount / Paid by Other Means

A sale posted to the cardholder’s credit card account; however, the cardholder can prove that he paid by an alternative means. Alternative means can be cash, check, a sale to a different credit card, or a sale to a debit card.

12.7

Invalid Data

No authorization or invalid data for authorization.

13.1

Services Not Provided or Merchandise Not Received

Cardholder did not receive, due to merchant’s unwillingness or inability: services shipped merchandise or merchandise that was to be received at the point of sale and was not
merchandise delivered at the agreed-upon location or by the agreed-upon date airline or passenger rail tickets order via mail/phone or online

13.2

Canceled Recurring Transaction

Recurring transaction is an automatic credit card payment that occurs on a regular basis. The payment is for an ongoing service, subscriptions or membership fees

13.3

Not as Described or Defective Merchandise/Services

Goods or services received were not as described on the transaction receipt or other documentation presented to the cardholder or, if a mail/phone order or online purchase, as described by the merchant or, the merchandise was received damaged, defective or otherwise unsuitable for the purpose sold. Cardholder must attempt to return the merchandise or resolve the dispute before contacting their bank.

13.4

Counterfeit Merchandise

The cardholder claims that the purchased merchandise was counterfeit.

13.5

Misrepresentation

The cardholder claims the purchased good/service was misrepresented during the transaction.

13.6

Credit Not Processed

The merchant issued a credit transaction receipt or refund acknowledgement but the transaction was not processed through interchange, or The cardholder returned merchandise or canceled a sale but did not receive a credit receipt or refund acknowledgement.

13.7

Canceled Merchandise/Services

The cardholder claims that the merchant had charged him or her for a merchandise/service that was canceled.

13.8

Original Credit Transaction Not Accepted

13.9

Non-receipt of cash or merchandise

Cardholder completed an ATM or TravelMoney transaction but received only partial funds or no funds.

11.1

Card Recovery Bulletin

The transaction was below the merchant's floor limit, and an authorization was not obtained. On the date of the transaction, the account number appeared in the Card Recovery Bulletin for the Visa Region where the merchant is located (All excluding US Domestic).

Mastercard Reason Codes

Reason Code

Description

Details

4807

Warning Bulletin File

A transaction was not previously authorized with an approval response as specified in the MasterCard Authorization System Manual and the account number was listed in the Mastercard Electronic Warning Bulletin File on the date of the transaction for the region in which the transaction was acquired.

4808

Authorization Related Chargeback

  1. Requested/Required Authorization Not Obtained (e.g., the authorization was declined)
  2. Warning Bulletin File
  3. Account Number Not On File

4812

Account Number Not On File

A transaction was presented with an account number that does not match any account number on file.

4831

Transaction Amount Differs

Cardholder states that he or she was billed an incorrect amount.

4834

Point-Of Interaction Error

  1. Duplicate Processing (cardholder or issuer)
  2. Transaction amount differs
  3. Late presentment
  4. Correct transaction currency code not provided

4837

No Cardholder Authorization

The cardholder states, in writing, that neither they nor anyone authorized by them engaged in the transaction or,
A face-to-face transaction took place using a once valid, unexpired, revoked account number and the issuer can certify in writing that the unexpired physical card is not outstanding because it was recovered, destroyed, or both.

4840

Fraudulent Processing of Transactions

The cardholder states, in writing, that neither they nor anyone authorized by them was still in the possession and control of all valid cards at the time of the transaction, and the cardholder admits to at least one legitimate transaction at a given card acceptor location, but denies knowledge of one or more additional unauthorized transactions at that same card acceptor location.

4841

Canceled Recurring Transaction

It must be a payment without an end-date in order to qualify as a recurring transaction (i.e., an insurance premium, computer service, or a book-of-the-month club).

The card acceptor continued to bill a cardholder after receiving notification of cancelation from the cardholder or issuer.

or

The issuer listed the cardholder’s account information on the Recurring Payment Cancelation Service (RPCS) and notified the acquirer.

4842

Late Presentment

The issuer may use message reason code 4842 if the account is permanently closed and the Central Site Business Date is:
more than seven calendar days after the transaction date and the transaction was completed with electronically recorded card information (whether card-read or key-entered)
more than 30 calendar days after the transaction date, and the transaction was completed with manually recorded card information (whether imprinted or handwritten)
more than 30 calendar days after the transaction date and the account is statused by one of the following codes:

C: credit problem
F: other fraud (lost/stolen/never received)
X: counterfeit card
O: account closed

A payment transaction must be presented in clearing within one business day of the authorization date. Therefore, the issuer may submit a chargeback for a Payment Transaction using the message reason code 4842 before the 30-calendar day presentment time frame normally required for this message reason code.

4846

Correct Transaction Currency Code Not Provided

The acquirer did not transmit the correct transaction currency code for the currency in which the transaction was completed.

or

The transaction occurred in a dual currency environment and a transaction currency is not specified on the TID. No Specified Currency on TID. If no currency indicator is specified on the transaction receipt, the currency which is legal tender in the country where the transaction took place is the original transaction currency.

4849

Questionable Merchant Activity

An acquirer processed a transaction for a card acceptor that later was listed in a Mastercard Global Security Bulletin for violating section 9.14.1 in the Mastercard Bylaws and Rules or section 8.4 in the Security Rules and Procedures manual.
The issuer must have properly reported the transaction to SAFE with one of the following fraud codes:

00: Lost Fraud
01: Stolen Fraud
04: Counterfeit Card Fraud
06: Card Not Present Fraud
07: Multiple Imprint Fraud

4850

Installment Billing Dispute

A cardholder account has been inaccurately posted with a debit instead of a credit as a result of an incorrect transaction code or keying error (i.e., credit posted as a retail sale).

4853

Cardholder Dispute

  1. Defective/Not As Described
  2. Canceled Recurring Transaction
  3. Non-Receipt of Merchandise
  4. Services Not Rendered
  5. Credit Not Processed

4854

Cardholder Dispute — Not Elsewhere Classified (US region only)

Cardholder has made an unsuccessful good-faith effort to resolve a dispute with the card acceptor that involves goods or services, and the dispute reflects a claim or defense authorized against issuers or creditors according to federal, state, or local truth-in-lending laws.

4855

Goods or Services Not Provided

The cardholder or his or her authorized representative did not receive goods that were to be shipped or delivered.

4859

Addendum, No-show, or ATM Dispute

Cardholder disputes a transaction for one of the following reasons:
cardholder received none or only part of an ATM cash disbursement (not applicable in cases of alleged fraud)
cardholder is disputing a "no-show” hotel charge from a card acceptor that participates in the Mastercard Guaranteed Reservations Service
cardholder is disputing any subsequent transaction representing an addendum to any valid transaction from the same card acceptor

4860

Credit Not Processed

Issuer received a letter of complaint from a cardholder stating that a card acceptor has not posted a credit to his or her account or that the card acceptor posted a credit and reduced the amount of the credit due without proper disclosure.

4863

Cardholder Does Not Recognize — Potential Fraud

Cardholder claims that he or she does not recognize a face-to-face transaction appearing on their statement and the issuer made a good-faith effort to identify the transaction for the cardholder.
The issuer may use message reason code 4863 for all non–face-to-face (Card Not Present) transactions if the cardholder claims that he or she does not recognize the transaction appearing on the cardholder statement.

4870, 4871

Counterfeit

The cardholder did not participate in the transaction (a fraudster made a duplicate or counterfeit copy of the card). Applicable to Card Present transactions only.

4999

Domestic chargeback dispute (Europe region only)

This reason code may be used by an issuer where a dispute is available according to the applicable domestic rule, but cannot be processed under a different message reason code.


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