Chargeback Reason Code User Guide

Chargeback

Timeframes and

Reason Codes

USER GUIDE

USER GUIDE | CHARGEBACK REASON CODES

DISCLAIMER

The compilations, summaries and other information contained herein or any document attached

hereto is intended as general guidelines and does not take into account individual client

circumstances, objectives or needs and is not intended as a recommendation of a particular

product or strategy to particular clients and any recipient shall make its own independent

decision. While we strive to make sure this information is accurate, Chase does not warrant the

completeness, timeliness, or suitability of this information for your specific needs. In addition, the

compilations, summaries and information contained within this document do not substitute for

the Payment Brand Rules, which are part of your contract with Chase.

This downloadable document and the information provided herein may not be copied, published,

or used, in whole or in part, for any purpose other than expressly authorized by

Chase. Paymentech, LLC, Chase Paymentech Solutions, LLC and Chase Paymentech Europe

Limited, respectively trading as Chase, Chase Paymentech and J.P. Morgan are subsidiaries of

JPMorgan Chase & Co.= (JPMC). Chase Paymentech Europe Limited is regulated by the

Central Bank of Ireland. Registered Office: JP Morgan House, 1 George’s Dock, I.F.S.C., Dublin

1, D01 W213, Ireland. Registered in Ireland with the CRO under. No. 474128. Directors:

Catherine Moore (UK), Carin Bryans, Michael Passilla (U.S.), Dara Quinn, Steve Beasty (US).

USER GUIDE | CHARGEBACK REASON CODES

REVISION HISTORY

Date

Description

9/20/2021

Multiple updates made to bring this guide up to date

06/01/19

Updates to timeframe for MasterCard Reason Code 34 (from 120 days to 90).

8/7/18

Updates to Debit Chargeback Reason Codes.

2/12/18

Changes to Visa information for VCR Pgs.

12/19/16

Corrected document formatting for MasterCard Reason Code 37.

10/10/16

Updated: Added Merchant Required Documentation sections to each reason

code table. Removed Revolution Card section and retired reason codes.

04/04/16

Added American Express Chargeback and Retrieval Reason Codes.

02/10/16

Added Debit Chargeback Reason Codes.

11/03/15

Updated these MasterCard Chargeback Codes: 08, 12, 31, 34, 42, 53, 55, 59,

60, 70, 71. Updated these Visa Chargeback Codes: 30, 62, 85. Updated these

Discover Chargeback Codes: U05, U06.

10/23/14

Discover Retrieval Reason Codes — Removed Code 02. Updated Visa

Chargeback Code 83. Updated these MasterCard Chargeback Codes: 08, 12,

55. Updated these Discover Chargeback Codes: RG, RM, U01, U02. Added

these Discover Chargeback Codes: 05, PM. Removed Visa Chargeback Code

60. Removed these Discover Chargeback Codes: AL, CA, IC, IS, NC, SV, U03,

UNR.

10/21/14

Updated Chargeback Time Frames: Added Reason Code 05; Addendum

Reason Code PM; Changed TF time frame from 120 days to 540 days.

04/09/14

Discover: DC, U02.

04/20/13

Visa and MC Retrieval Codes — removed retired codes MC Reason Code 37

— Updated Special Notes. Visa Chargeback Codes — removed retired codes.

Code 81 — Updated Special Notes. Code 83 — Updated Re-presentment

Rights Code 96 — Deleted, Retired in Oct. 2012. Discover Chargeback Codes

— removed retired codes Updated these Discover Codes: AP, AW, CD, CR,

DP, NR, RG, RM, RN2, U02. Added information about Discover Chargeback

funding. Reformatted manual to new manual format.

04/13/13

Updated Acquirer Time Frames MasterCard Time Frames Chart: Deleted

Retired Code 35; Deleted Retired Code 57 & 62; Updated Code 60 Time frame.

Visa Time Frames Chart: Deleted Retired Code 96. Discover Time Frames

Chart: Deleted Retired Code AL & SV. Updated Time Frames for all Discover

codes: Deleted Retired Codes U02, U03, U11, U12, U18, U21, U23, U28, U31,

U38, U99. Deleted UK Maestro/Solo section as these are now combined with

MasterCard codes. Updated to new Client Manual Format.

11/02/12

Updated Discover Codes.

USER GUIDE | CHARGEBACK REASON CODES

3/13/12

MasterCard: Removed code 01. Added Reason Codes 70 & 71. Visa: Updated

codes: 30, 41, & 53. Updated codes: 60, 76, 78, 85, & 86. Wording updated for

consistency on codes 62, 70, 71, 72, 73, 74, 75, 77, & 78.

07/11/11

Removed MasterCard Reason Code 01. Updated the Issuer Documents for

MasterCard Codes: 37, 40, 63, 70, 71. Updated Merchant Rights for these

MasterCard Codes: 37, 63.

03/09/11

Updated Issuer Required Documentation Required for VISA Codes: 53, 57, 62,

72, 80, 81, 85.

07/19/10

Added two new MasterCard Reason Codes: Reason Code 70 Chip Liability

Shift; Reason Code 71 Chip/PIN Liability Shift.

06/25/10

Per Bank Card Regulation Updates: Updated MasterCard Codes: 08, 31, 55,

59. Per Bank Card Regulation Updates: Updated MasterCard Codes: 08; 55;

59; Updated UK Maestro Code 29.

06/23/10

Updated PayPal Reason Codes

01/20/10

Adjusted timeframe to deposit for Reason Code 74

12/31/09

Visa Reason Code 79 deleted. Visa Reason Codes 57, 75, 77, 80-83 and 85 —

Timeframe to initiate chargebacks changes. Discover Reason Code CD —

Special Note added. Special Note added for processing rules for JCB USD

transactions. BML Reason Code A3 description changed to Merchant Non-

Compliance. Deleted Revolution Card Reason Code 96. Diners Codes deleted

— unnecessary as Discover codes are used now. PayPal updated with

Representment Time Frames. Maestro updated with Representment Time

Frames. Revision History Added.

05/22/09

Added Discover Retrieval Reason Codes including MasterCard and Visa IIAS

Healthcare Retrieval Codes 27 and 43. Added Chargeback Reason Codes for

Discover and 72 for Visa.

04/08/09

Manual created.

TABLE OF CONTENTS

DISCLAIMER .............................................................................................................................. 2

REVISION HISTORY .................................................................................................................. 3

Table of Contents ....................................................................................................................... 4

INTRODUCTION ........................................................................................................................ 5

RETRIEVAL REASON CODES .................................................................................................. 6

MASTERCARD CHARGEBACK TIME FRAMES ...................................................................... 10

MASTERCARD CHARGEBACK REASON CODES ................................................................. 12

VISA CHARGEBACK TIME FRAMES ...................................................................................... 33

VISA CHARGEBACK REASON CODES .................................................................................. 36

DISCOVER CHARGEBACK TIME FRAMES ............................................................................ 65

DISCOVER CHARGEBACK REASON CODES ........................................................................ 67

USER GUIDE | CHARGEBACK REASON CODES

AMERICAN EXPRESS CHARGEBACK TIME FRAMES .......................................................... 87

AMERICAN EXPRESS CHARGEBACK REASON CODES ...................................................... 90

DEBIT CHARGEBACK REASON CODES .............................................................................. 108

JCB TIME FRAMES ............................................................................................................... 118

JCB CHARGEBACK REASON CODES.................................................................................. 119

122 ......................................................................................................................................... 122

Merchant Services CHARGEBACK REASON CODES ........................................................... 123

INTRODUCTION

A chargeback is the reversal of sale transaction. They can occur when a customer refuses to

accept responsibility for a charge on their credit card, or the issuing bank doesn’t receive an

authorization approval code, for example.

The payment brands have established time frames within which issuers and acquirers must act

or respond. Time frames vary by the payment brand, type of chargeback (technical or customer

dispute), and by the reason code associated with the chargeback.

Acquirer Time Frames

The payment brands must receive our response, “representment” of the transaction details, by

the 45

calendar day since the chargeback was initiated. To meet that deadline, we must

receive “recourse requests” by the due date indicated on the Online Chargeback Management

System screen, or your chargeback paperwork. This is the 39

calendar day from the day the

chargeback was initiated. The Return by Date is set to give us sufficient time to process the

recourse request and represent the chargeback within the 45-day time frame.

As a result of the Visa Claims Resolution (VCR) initiative occurring April 13,

2018, Visa must

receive our response, “Dispute Response” for Collaboration disputes or a pre-arbitration for

Allocation disputes by the 30

calendar day after the initiation of the Visa dispute. To meet that

deadline, we must receive “recourse requests” by the due date indicated on the Online

Chargeback Management System screen, or your chargeback paperwork. For Collaboration

disputes, this is the 24

calendar day from the day the chargeback was initiated. For Allocation

disputes, this is the 18

calendar day from the date the dispute was initiated. The Return by

Date is set to give us sufficient time to process the recourse request and represent the

chargeback within the Visa deadlines.

Time Frames by Chargeback Type and Reason Code

The Time Frame charts in this guide indicate the reason codes, allowable time frames for

chargeback processing and type of chargeback. We also included the reason code descriptions

and an indication of when the allowable time frame begins.

Information for each reason code may include:

• Reason code number

• Reason code description

• Timeframe for initiation

USER GUIDE | CHARGEBACK REASON CODES

• Type of chargeback

• Dispute description

• Special notes (if any)

• Required issuer documentation

• Re-presentment rights/Client • Pre-arbitration rights/Client

RETRIEVAL REASON CODES

A retrieval request is an issuer’s request for a transaction receipt, which could include the

original printing, a paper copy or fax, or a digital version (such as a scanned copy).

To fulfill a retrieval request, we (the acquirer) must provide the documentation described below

depending on the “Fulfillment Types,” within 30 days of our receipt of the retrieval request.

A fulfillment must:

• Be legible enough for the Cardholder to read or for the Issuer to identify the Account Number

or Token

• Include the unique 12-digit identifier assigned by VisaNet to a request for a Transaction

Receipt copy

• For a US Domestic Transaction, include a unique 9-digit control number assigned by the

Issuer to identify the source of the request

Fulfillment Types

TRANSACTION TYPE

DESCRIPTION

Face-to-Face

Environment

Transaction

The Merchant or Acquirer copy of the Transaction Receipt bearing

the signature that was used to verify the Cardholder

T&E Transaction

All of the following:

• A copy of the Transaction Receipt or a Substitute Transaction

Receipt

• Card Imprint, if available

• Cardholder signature, if available

• T&E Document, if applicable

Preauthorized Health

Care Transaction

In the U.S. Region, a copy of the Order Form

Card Not Present

Provide proof of AVS response, an itemized bill with bill-to and

ship-to addresses and proof of delivery

USER GUIDE | CHARGEBACK REASON CODES

Credit Transaction

• For a Transaction involving a Member in the Visa Europe

Territory, a log indicating that the Credit Transaction has been

processed to the Card Account Number

• For a Transaction not involving a Member in the Visa Europe

Territory, a log indicating that the Credit Transaction has been

processed for the same Cardholder

In the event that a merchant does not respond to a ticket retrieval request within 21 days to allow

processing time, a chargeback may result and it cannot be represented.

Visa and MasterCard

VISA CODE

MASTERCARD CODE

DESCRIPTION

N/A

Cardholder does not agree with amount billed

IIAS Healthcare Retrieval Request

N/A

Cardholder does not recognize transaction (merchant

name, city, state or date)

N/A

Chip transaction request

N/A

Cardholder needs for personal records (tax record or

business expense)

N/A

Cardholder request for copy with signature

N/A

Cardholder request due to dispute

Fraud analysis request/fraud investigation

N/A

Legal process request

N/A

Potential chargeback/compliance

Discover

CODE

DESCRIPTION

Transaction Document Request

Transaction Document Request Due to Cardholder Dispute

Transaction Document Request for Fraud Analysis

Good Faith Investigation

American Express

CODE

DESCRIPTION

The Card Member requests delivery of goods / services ordered but not

received. Please provide the service, ship the goods, or provide Proof of

Delivery or proof of services rendered.

USER GUIDE | CHARGEBACK REASON CODES

The Card Member claims the goods / services were cancelled / expired or the

Card Member has been unsuccessful in an attempt to cancel the goods /

services. Please issue Credit, or provide a copy of your cancellation policy or

contract signed by the Card Member and discontinue future billings.

The Card Member claims the goods received are damaged or defective and

requests return authorization. If a return is not permitted, please provide a

copy of your return or refund policy.

The Card Member requests repair or replacement of damaged or defective

goods received. Please provide return instructions and make the appropriate

repairs, or provide a copy of your return/replacement policy and explain why

the goods cannot be repaired/replaced.

The Card Member claims the referenced Credit should have been submitted

as a Charge. Please submit the Charge or provide an explanation of why

Credit was issued.

The Card Member claims the referenced Charge should have been submitted

as a Credit. Please issue Credit, or provide support and itemization for the

Charge and an explanation of why Credit is not due.

The Card Member requests replacement for goods or services that were not

as described by your Establishment, or Credit for the goods or services as the

Card Member is dissatisfied with the quality.

127

The Card Member claims to not recognize the Charge. Please provide support

and itemization. In addition, if the Charge relates to shipped goods, please

include Proof of Delivery with the full delivery address. If this documentation is

not available, please issue Credit.

147

The Card Member claims the Charge will be paid by their insurance company.

Please provide a copy of the following documentation: itemized rental

agreement, itemized repair bill, and acknowledgement of responsibility signed

by the Card Member.

154

The Card Member claims the goods / services were cancelled and /or refused.

Please issue Credit or provide Proof of Delivery, proof that the Card Member

was made aware of your cancellation policy and an explanation why Credit is

not due.

155

The Card Member has requested Credit for goods / services that were not

received from your Establishment. Please issue Credit or provide Proof of

Delivery, or a copy of the signed purchase agreement indicating the

cancellation policy and an explanation of why Credit is not due.

158

The Card Member has requested Credit for goods that were returned to your

Establishment. Please issue Credit or explain why Credit is not due along with

a copy of your return policy.

169

The Card Member has requested Credit for a Charge you submitted in an

invalid currency. Please issue Credit or explain why Credit is not due.

USER GUIDE | CHARGEBACK REASON CODES

170

The Card Member requests Credit for a cancelled lodging reservation or a

Credit for a Card Deposit was not received by the Card Member. Please issue

Credit or provide a copy of your cancellation policy and explain why Credit is

not due.

173

Duplicate Processing

175

Credit Not Processed

176

CNP – Does Not Recognize

177

Unauthorized Charge

193

Fraudulent Transaction

680

Transaction Amount Differs

684

Paid by Other Means

691

Requesting Trans Support

693

Req. Info Loss/Theft/Damage Trans

S02

Response Accepted, Will Not Debit

S03

Support received.

USER GUIDE | CHARGEBACK REASON CODES

MASTERCARD CHARGEBACK TIME FRAMES

REASON

CODE

CHARGEBACK

TYPE

DESCRIPTION

TIME FRAME

Warning Bulletin File

90 calendar days from the transaction date

Requested/Required Authorization Not Obtained

90 calendar days from the transaction date

Account Number Not on File

90 calendar days from the transaction date

Transaction Amount Differs

90 calendar days from the transaction date

T or C

Point of Interaction

90 calendar days from the transaction date

No Cardholder Authorization

120 calendar days from the transaction date

Cancelled Recurring Transaction

120 calendar days from the transaction date

Late Presentment

120 calendar days from the transaction date

Correct Currency Code Not Provided

120 calendar days from the transaction date

Questionable Client Activity

120 calendar days from either the transaction

date or the global Security Bulletin date

Credit Posted as a Purchase

120 calendar days from the transaction date

Not As Described

120 calendar days from the transaction date

or 120 calendar days from the receipt date of

delayed delivery of merchandise or services

Cardholder Dispute — Not Elsewhere Classified

120 calendar days from the transaction date

or 60 calendar days from the issuer’s receipt

date of first cardholder notification of the

Goods or Services Not Provided

120 calendar days from the expected date of

delivery

No-Show, Addendum, or ATM Dispute

120 calendar days from the transaction date

Credit Not Processed

Chip Liability Shift

Chip/PIN Liability Shift

T = Technical; C = Customer Dispute

USER GUIDE | CHARGEBACK REASON CODES

MASTERCARD CHARGEBACK REASON CODES

If you’re using the Online Chargeback Management System, you will find the chargeback

reason codes on both the Level 1 and 2 screens. These codes are established by the payment

brands to categorize the incoming chargeback requests by reason. The codes also appear on

financial reporting associated with chargebacks.

CODE

DESCRIPTION

Warning Bulletin File

Requested/Required Authorization Not Obtained

Account Number Not On File Obtained

Transaction Amount Differs

Duplicate Processing

No Cardholder Authorization

Cancelled Recurring Transaction

Late Presentment

Correct Currency Code Not Provided

Questionable Merchant Activity

Not As Described

Cardholder Dispute — Not Elsewhere Classified

Goods or Services Not Provided

No-Show, Addendum, or ATM Dispute

Credit Not Processed

Chip Liability Shift

Chip/PIN Liability Shift

REASON CODE 07

WARNING BULLETIN FILE

Chargeback Type

Technical

Dispute Description

The account number was present in the Warning Bulletin File on the

date of the transaction and no authorization was obtained

Timeframe to Initiate

Chargeback

90 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• Follow in-house procedures

• If credit was previously issued, contact our Chargeback

Department; otherwise, accept the chargeback and follow inhouse

collection procedures

Issuer Required

Documentation

None

USER GUIDE | CHARGEBACK REASON CODES

Merchant Required

Documentation

None

Special Notes

• Authorizations are valid for only 30 days

• Issuer has the right to assess a US $25 handling fee when the

chargeback is initiated

• If we represent the chargeback with a valid authorization, the

business is credited US $50.

REASON CODE 08

REQUESTED/REQUIRED AUTHORIZATION NOT OBTAINED

Chargeback Type

Technical

Dispute Description

Authorization was either requested or required, but was not obtained

Timeframe to Initiate

Chargeback

90 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• Follow in-house procedures

• If credit was previously issued, contact the Chargeback

Department; otherwise, accept the chargeback and follow

inhouse collection procedures

• Representment rights exist if the following conditions apply:

• The business can prove that the cardholder initiated the

authorization request; for example, the first transaction was

declined due to an error with the expiration date, and the

cardholder provides the correct expiration date in a second

transaction.

Issuer Required

Documentation

None

Merchant Required

Documentation

• Provide logs showing authorization obtained

• Retail: Provide signed sales slip

• Card Not Present: Provide an itemized bill with bill-to and ship-to

addresses and cardholder’s name, description of goods

Special Notes

• Authorizations are valid for only 30 days

• Issuer has right to assess US $25 handling fee when the

chargeback is initiated

• If we represent the chargeback with a valid authorization, the

business is credited US $50.

REASON CODE 12

ACCOUNT NUMBER NOT ON FILE OBTAINED

Chargeback Type

Technical

USER GUIDE | CHARGEBACK REASON CODES

Dispute Description

A transaction was processed using an account number that is not

listed in the Issuer’s customer database

Timeframe to Initiate

Chargeback

90 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the chargeback and follow your in-house

collection procedures

• Representment rights exist if the following conditions apply:

• The business can prove that the cardholder initiated the

authorization request; for example, the first transaction was

declined due to an error with the expiration date, and the

cardholder provides the correct expiration date in a second

transaction.

Issuer Required

Documentation

None

Merchant Required

Documentation

• Provide logs showing authorization obtained

• Retail Provide signed sales slip

• Card Not Present: Provide an itemized bill with bill-to and ship-to

addresses and cardholder’s name, description of goods

Special Notes

• Authorizations are valid for only 30 days

• Retail: Provide a sales slip

REASON CODE 31

TRANSACTION AMOUNT DIFFERS

Chargeback Type

Cardholder Dispute

Dispute Description

Cardholder paid for the purchase using an alternate payment method

The amount of the transaction processed was not the amount the

cardholder agreed to

Timeframe to Initiate

Chargeback

90 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• Provide proof the transaction that was processed using an

alternate payment method was for a separate purchase

• This chargeback may be represented if it can be proven that the

transaction amount is correct

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the chargeback and follow your in-house

collection procedures

USER GUIDE | CHARGEBACK REASON CODES

Issuer Required

Documentation

• A cardholder letter

• Email

• Fax or Expedited Billing Dispute

• Forms or exhibits showing the amount agreed upon by cardholder

• Proof that an unreasonable amount was charged

Merchant Required

Documentation

• Retail: Provide a signed sales slip

• Card Not Present: Provide an itemized bill proving charge is

correct

• Merchant explanation and documentation

Special Notes

• The chargeback amount is restricted to the difference between the

amount that was processed and the amount the cardholder

agreed to

REASON CODE 34

POINT OF INTERACTION ERROR

Chargeback Type

Cardholder or Technical Dispute

Dispute Description

The merchant charges the customer more than once for the same

purchase on the same day

Timeframe to Initiate

Chargeback

90 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• This chargeback may be represented if the merchant can prove

that each transaction is for a separate purchase

• If credit was previously issued, submit a rebuttal to the chargeback

department detailing the amount and the date of the credit;

otherwise accept the chargeback and follow your in-house

collection procedures

Issuer Required

Documentation

• Cash receipts

• Statements from other credit cards

• The 23-digit Acquirer Reference Number, if the same

• MasterCard was billed or detail showing a completed funds

transfer

Merchant Required

Documentation

• Retail: Provide signed sales slips for each transaction indicated in

the issuer documentation

• Card Not Present: Provide proof of each transaction indicated in

the issuer documentation

Special Notes

• If our transaction database contains two or more transactions on

the same day and for the same amount, the chargeback will be

sent to the merchant for review

• This Reason code was formally referred to as Duplicate

Processing

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE

NO CARDHOLDER AUTHORIZATION

Chargeback Type

Cardholder Dispute

Dispute Description

The cardholder is claiming he/she never authorized nor participated in the

transaction

Timeframe to

Initiate Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• Card Not Present: This chargeback may be represented if:

• The Address Verification Service (AVS) response was an I1 or I3

and the merchandise was shipped to the AVS address.

• Verification that transaction was properly processed using

MasterCard SecureCode

• Compelling information available

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the chargeback and follow your in-house

collection procedures

Issuer Required

Documentation

• Expedited Billing Dispute Resolution Process Form stating the Issuer

has:

• Closed the cardholder’s account

• Blocked the account on its host

• Listed the account number on the MasterCard Account File with a

“capture card” response until the card expiration

• Reported the transaction to SAFE (System to Avoid Fraud

Effectively)

Merchant Required

Documentation

• Retail: Provide signed sales slip

• Card Not Present: Provide proof of AVS response, an itemized bill

with bill-to and ship-to addresses and proof of delivery

• Provide compelling information; see Special Notes below

USER GUIDE | CHARGEBACK REASON CODES

Special Notes

• Address Verification (AVS) operates in the U.S. and the UK

USER GUIDE | CHARGEBACK REASON CODES

• MasterCard SecureCode offers chargeback protection for fraud if the

USER GUIDE | CHARGEBACK REASON CODES

transaction is properly processed using MasterCard SecureCode

USER GUIDE | CHARGEBACK REASON CODES

• Cardholder was present and the card stripe was magnetically read,

USER GUIDE | CHARGEBACK REASON CODES

we will represent the chargeback as being invalid. The Issuer will still

USER GUIDE | CHARGEBACK REASON CODES

have compliance rights available if the business failed to provide a

copy of the sales receipt when requested.

• Compelling Evidence – MasterCard will accept compelling evidence

for representment. This includes, but is not limited to:

• Evidence such as photographs or emails to prove the person

received the merchandise or service. For download of digital goods,

the IP address, email address, description of goods, date and time

goods were downloaded and/or proof the merchant’s website was

accessed for services after the transaction date.

• Passenger transport — evidence the ticket was received at

cardholder’s billing address, boarding pass was scanned at the gate,

details of frequent flyer miles claimed, additional incidental

transactions purchased (such as baggage fees, seat upgrades,

alcohol, etc.)

• Previous undisputed transaction — provide evidence that the

information provided is the same as that from a previous undisputed

transaction

• Evidence that the transaction was completed by a member of the

Cardholder’s household

• For a Transaction conducted by a digital goods Merchant assigned

MCC 5815 (Digital Goods –Media, Books, Movies, Music), 5816

(Games), 5817(Applications [Excludes Games]) or 5818 (Digital

Goods Large Digital Goods Merchants), all of the following:

• Evidence that the Merchant has been successfully registered into

and continues to participate in the Visa Digital Commerce Program

• Evidence that the Merchant is the owner of the operating system for

the subject electronic device

• Evidence that the account set up on the Merchant's website or

application was accessed by the Cardholder and has been

successfully verified by the Merchant before or on the Transaction

Date

• Evidence that the disputed Transaction used the same device and

Card as any previous Transactions that were not disputed

• Proof that the device ID number, IP address and geographic

location, and name of device (if available) are linked to the

Cardholder profile on record at the Merchant

• Description of the merchandise or services and the date and time

goods were purchased and successfully downloaded

• Customer name linked to the customer profile on record at the

Merchant

• Evidence that the customer password was reentered on the

Merchant's website or application at the time of purchase

• Evidence that the Merchant validated the Card when the Cardholder

first linked the Card to the customer profile on record at the

Merchant

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE 41

CANCELLED RECURRING TRANSACTION

Chargeback Type

Cardholder Dispute

Dispute Description

Situation 1: A cardholder attempted to notify the merchant that he/she

wished to cancel the recurring transaction on the credit card indicated

Situation 2: The Issuer had previously charged back another

transaction

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• MasterCard recognizes proof of proper disclosure of the terms and

conditions (T&Cs) for ecommerce transactions.

• If credit was previously issued, submit a rebuttal to the chargeback

department detailing the amount and the date of the credit;

otherwise accept the chargeback and follow your in-house

collection procedures

Issuer Required

Documentation

• Situation 1: A cardholder letter, email, fax, Expedited Billing

Dispute form and/or equivalent substitute forms or exhibits

specifying the particular dispute situation

• Situation 2: None — An Issuer message containing the date and

Acquirer’s Reference Number of the previously charged back

transaction is acceptable

Merchant Required

Documentation

• Businesses must provide proof that the customer accepted the

terms and conditions by showing documentation that either a

check box was checked or a click to “submit” button indicates

acceptance

• Terms and conditions must be in the sequence of final pages

before check out and cannot be a separate link

• For a recurring transaction, the terms and conditions must be clear

and different from the general terms and conditions.

Special Notes

Once a chargeback is received for this reason, you must obtain a new

method of payment from the cardholder; you cannot reprocess a

transaction using the same card number.

REASON CODE 42

LATE PRESENTMENT

Chargeback Type

Technical

Dispute Description

• Card Not Present: Transaction was processed more than 30 days

from the authorization date

• Retail: 7 days

USER GUIDE | CHARGEBACK REASON CODES

Timeframe to Initiate

Chargeback

90 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• The chargeback may be represented, if there is proof that

processing occurred within the proper timeframe

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the chargeback and follow your in-house

collection procedures

Issuer Required

Documentation

None

Merchant Required

Documentation

• Retail: Provide a signed sales slip

• Card Not Present: Provide an itemized bill proving charge is

correct

• Merchant explanation and documentation

Special Notes

REASON CODE 46

CORRECT CURRENCY CODE NOT PROVIDED

Chargeback Type

Technical

Dispute Description

The proper currency code was not provided when depositing the

transaction

Timeframe to Initiate

Chargeback

90 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• None

• If credit was previously issued, submit a rebuttal to the chargeback

department detailing the amount and the date of the credit;

otherwise accept the chargeback and follow your in-house

collection procedures

Issuer Required

Documentation

A cardholder letter, email, message or completed Dispute Resolution Form-Point-of-

Interaction (POI) Errors describing the cardholder’s complaint in sufficient

detail to enable all parties to understand the dispute

Merchant Required

Documentation

Documentation proving the correct currency was provided or

specified.

USER GUIDE | CHARGEBACK REASON CODES

Special Notes

• The acquirer is prohibited from using the second presentment to

argue the validity of the cardholder’s claim regarding the selection

of or non-agreement to the currency.

• The contents of the transaction receipt are considered only in

determining whether point-of-interface (POI) currency conversion

has occurred on a transaction. They neither prove nor disprove

the cardholder’s agreement to the conversion.

• If the chargeback is valid and if the full amount was charged back,

the acquirer should process the transaction as a First

Presentment in the currency in which goods/services were priced

or in the currency that was dispensed.

•

REASON CODE 49

QUESTIONABLE MERCHANT ACTIVITY

Chargeback Type

Technical

Dispute Description

The merchant was listed on the MasterCard Global Security Bulletin

at the time the transaction occurred

Timeframe to Initiate

Chargeback

120 calendar days from either the date of the transaction or the

Global Security Bulletin date

Representment

Rights/ Merchant

Action

• None

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the chargeback and follow your in-house

collection procedures

Issuer Required

Documentation

None

Merchant Required

Documentation

None

Special Notes

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE 53

CARDHOLDER DISPUTE

Chargeback Type

Cardholder Dispute

Dispute Description

• Goods or Services did not conform to their description

• Goods arrived broken or could not be used in the fashion they

were intended for and the cardholder attempted to resolve the

dispute with the merchant prior to initiating the chargeback

Timeframe to Initiate

Chargeback

• 120 calendar days from the date of transaction

• 120 calendar days from the receipt date of delayed delivery of

merchandise or services with a maximum of 540 days from the

settlement date for issues of interruption of ongoing services

• 120 days from the date of merchandise replacement, if

replacement was provided

Representment

Rights/ Merchant

Action

• Card Not Present: Provide proof that the deficiency leading to the

dispute has been rectified address the specific dispute which may

include cancellation, non-receipt

• Retail: Provide a sales slip contains information to prove the

merchandise or services were as described

• If credit was previously issued, submit a rebuttal to the chargeback

department detailing the amount and the date of the credit;

otherwise accept the chargeback and follow your in-house

collection procedures

Issuer Required

Documentation

A cardholder letter, email, fax, Expedited Billing Dispute form and/or

equivalent substitute forms or exhibits

Merchant Required

Documentation

• Proof the chargeback was invalid

• Card Not Present: Provide proof that the cardholder’s claims has

been rectified, address the specific dispute which may include

cancellation, non-receipt, or quality of goods. Ensure every aspect

of the cardholders dispute is addressed

• Retail: Provide a sales slip/contract/terms and conditions that

contain information to prove the merchandise or services were as

described

• Businesses must provide proof that the customer accepted the

terms and conditions by showing documentation that either a

check box was checked or a click to “submit” button indicates

acceptance

• Terms and conditions must be in the sequence of final pages

before check out and cannot be a separate link

• For a recurring transaction the terms and conditions must be clear

and different from the general terms and conditions.

Special Notes

• For merchandise disputes, the cardholder may recover shipping

and handling charges

• This code may be used in cases of pricing disputes

• This reason code was formerly referred to “as Not As Described”

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE 54

CARDHOLDER DISPUTE — NOT ELSEWHERE CLASSIFIED

Chargeback Type

Cardholder Dispute

Dispute Description

• The issuing bank claims the cardholder has asserted a dispute

authorized by federal, state or local law and no other chargeback

right exists

• The cardholder claims to have attempted to resolve the dispute

with the merchant

Timeframe to Initiate

Chargeback

• 120 calendar days from the date of the transaction

• 60 calendar days from the issuer’s receipt date of the first

cardholder letter about the dispute

Representment

Rights/ Merchant

Action

• Provide a rebuttal addressing the cardholder dispute

• If credit was previously issued, submit a rebuttal to the chargeback

department detailing the amount and the date of the credit;

otherwise accept the chargeback and follow your in-house

collection procedures

Issuer Required

Documentation

• A cardholder letter, email, fax, questionnaire, Expedited Billing

Dispute and/or equivalent substitute forms or exhibits

• Documentation to show calculation of the chargeback amount

• Verification of the remaining unpaid balance of the credit card

• Issuer’s written certification, signed by the manager or other

authorized member, identifying the specific regulation or law under

which the chargeback right was exercised and indicating that all

requirements under that regulation or law were met

Merchant Required

Documentation

• The chargeback was invalid

• Card Not Present: Provide proof that the cardholder’s claims has

been rectified, address the specific dispute which may include

cancellation, non-receipt, or quality of goods. Ensure every aspect

of the cardholders dispute is addressed

• Retail: Provide a sales slip/contract/terms and conditions that

contain information to prove the merchandise or services were as

described

• Businesses must provide proof that the customer accepted the

terms and conditions by showing documentation that either a

check box was checked or a click to “submit” button indicates

acceptance

• Terms and conditions must be in the sequence of final pages

before check out and cannot be a separate link

• For a recurring transaction the terms and conditions must be clear

and different from the general terms and conditions.

USER GUIDE | CHARGEBACK REASON CODES

Special Notes

• The original transaction amount must exceed US $50

• Retail: The purchase must be in the same state as, or within 100

miles of, the cardholder’s billing address

• The Issuer is required to wait 15 days from a merchandise return

to initiate the chargeback if the chargeback timeframe being used

would be exceeded

REASON CODE 55

GOODS OR SERVICES NOT PROVIDED

(RETIRED EFFECTIVE 10/16/15)

Chargeback Type

Cardholder Dispute

Dispute Description

• The merchant was either unwilling or unable to provide services

• The cardholder states he/she did not receive the merchandise that

was ordered

Timeframe to Initiate

Chargeback

120 calendar days from the expected date of delivery

Representment

Rights/ Merchant

Action

• Provide proof that services have been rendered/merchandise

received

Issuer Required

Documentation

A cardholder letter, email, fax, form and/or equivalent substitute forms

or exhibits

Merchant Required

Documentation

• Documentation to prove that the Cardholder or an authorized

person received the merchandise or services at the agreed

location or by the agreed date

• Examples: Signed proof of delivery to shipping address, signed

pick up slips or job completion certification

• For an Airline Transaction, evidence showing that the name is

included in the manifest for the departed flight and it matches the

name provided on the purchased itinerary

Special Notes

Proof of delivery must be dated after the date of the cardholder’s letter

• We can represent the chargeback even if the date is before the

cardholder’s letter, but if another chargeback is initiated, it will be

Returned to Merchant with no further representment rights

• Issuer has the right to chargeback an ecommerce transaction that

was never completed, but for which a cardholder’s account has

been debited. For example, the cardholder thought the first

transaction was never completed, so they made another attempt

and their card is debited more than once.

REASON CODE 59

NO-SHOW, ADDENDUM, OR ATM DISPUTE

Chargeback Type

Cardholder Dispute

USER GUIDE | CHARGEBACK REASON CODES

Dispute Description

• Cardholder is disputing a no-show hotel charge

• Cardholder is disputing any subsequent transactions representing

an addendum to any valid transactions

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• Provide proof the transaction was not a hotel no-show charge

• If a business has no record of a cancellation from the cardholder

• If there was proper disclosure given on at the time the reservation

was made that there would be a no-show fee if reservation was

not cancelled before 6 p.m. local time on the day of the

reservation period

• Provide proof that the charge was not for an addendum to a

previously valid transaction

Issuer Required

Documentation

Cardholder letter, email, fax, questionnaire, Expedited Billing Dispute

and/or equivalent substitute forms or exhibits

Merchant Required

Documentation

• Signed folio/sales slip showing was not a no show charge or an

addendum to a previously valid transaction

• Businesses must provide proof that the customer accepted the

terms and conditions by showing documentation that either a

check box was checked or a click to “submit” button indicates

acceptance

• Terms and conditions must be in the sequence of final pages

before check out and cannot be a separate link

• The acquirer can provide documentation verifying the

disbursement of funds to the cardholder.

Special Notes

REASON CODE 60

CREDIT NOT PROCESSED

Chargeback Type

Cardholder Dispute

Dispute Description

Merchant did not process a refund for:

• Credit voucher or

• Returned merchandise or

• Cancelled service

Timeframe to Initiate

Chargeback

120 calendar days beginning the date service was cancelled or

merchandise was returned

Representment

Rights/ Merchant

Action

Notify us if you have no record of having received the returned

merchandise from the cardholder or if you refused to accept the

returned merchandise

Issuer Required

Documentation

A cardholder letter, email, fax, questionnaire, Expedited Billing

Dispute and/or equivalent substitute forms or exhibits

USER GUIDE | CHARGEBACK REASON CODES

Merchant Required

Documentation

• Documentation showing the date the credit was processed to the

cardholder’s account, and the reference number of that

transaction.

• The returned merchandise was not received by the business;

provide assertion that the merchandise was not received on

company letterhead or on the Chargeback Document

• Businesses must provide proof that the customer accepted the

cancelation terms and conditions by showing documentation that

either a check box was checked or a click to “submit” button

indicates acceptance

• Terms and conditions must be in the sequence of final pages

before check out and cannot be a separate link

Special Notes

REASON CODE 70

CHIP LIABILITY SHIFT

Chargeback Type

Cardholder Dispute

Dispute Description

• Cardholder has a chip-enabled MasterCard and claims he/she

never authorized or participated in the transaction.

• This is for retail transactions only and in all regions.

Timeframe to Initiate

Chargeback

120 Calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• For non-EMV supported (chip) POS/terminal, there are no

representment rights, unless a refund has been issued

• EMV supported (chip) POS/terminal a transaction with a chip card.

The chargeback can be represented if the full unaltered magnetic

stripe data was read and transmitted with a valid authorization. In

this case the chargeback would be represented on your behalf

• EMV supported (chip) POS/terminal and transaction with a chip

card. The chargeback can be represented if a valid transaction

was manually keyed and transmitted with the authorization. In this

case the chargeback would represented on your behalf

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the chargeback and follow your in-house

collection procedures

USER GUIDE | CHARGEBACK REASON CODES

Issuer Required

Documentation

Expedited Billing Dispute Resolution Process Form stating the Issuer

has:

• Closed the cardholder’s account

• Blocked the account on its host

• Listed the account number on the MasterCard Account File with a

“capture card” response until the card expiration

• Reported the transaction to System to Avoid Fraud Effectively

(SAFE)

Merchant Required

Documentation

None

Special Notes

REASON CODE 71

CHIP/PIN LIABILITY SHIFT

Chargeback Type

Cardholder Dispute

Dispute Description

A fraudulent transaction resulted from the use of a hybrid PIN

preferring card at a magnetic strip-reading-only terminal (whether PIN

capable or not) or at a hybrid not equipped with a PIN pad capable (at

a minimum) of checking the PIN offline.

Timeframe to Initiate

Chargeback

120 Calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• For NON-EMV supported (chip) POS/terminal, there are no

representment rights, unless a refund has been issued

• EMV supported (chip) POS/terminal a transaction with a chip card.

The chargeback can be represented if the full unaltered magnetic

stripe data was read and transmitted with a valid authorization. In

this case the chargeback would be represented on your behalf

• EMV supported (chip) POS/terminal and transaction with a chip

card. The chargeback can be represented if a valid transaction

was manually keyed and transmitted with the authorization. In this

case the chargeback would represent on your behalf

• If credit was previously issued, submit a rebuttal to the chargeback

department detailing the amount and the date of the credit;

otherwise accept the chargeback and follow your in-house

collection procedures

USER GUIDE | CHARGEBACK REASON CODES

Issuer Required

Documentation

Expedited Billing Dispute Resolution Process Form stating the Issuer

has:

• Closed the cardholder’s account

• Blocked the account on its host

• Listed the account number on the MasterCard Account File with a

“capture card” response until the card expiration

• Reported the transaction to System to Avoid Fraud Effectively

(SAFE)

Merchant Required

Documentation

None

Special Notes

• This is for retail transactions only in all regions

•

USER GUIDE | CHARGEBACK REASON CODES

VISA CHARGEBACK TIME FRAMES

All time frames apply to both domestic and international chargeback transactions unless otherwise noted.

REASON

CODE

CHARGE

BACK

TYPE

DESCRIPTION

TIME FRAME

10.1

EMV Liability Shift Counterfeit Fraud

120 calendar days from the date of the transaction

10.2

EMV Liability Shift Non-Counterfeit Fraud

120 calendar days from the date of the transaction

10.3

Other Fraud - Card Present Environment

120 calendar days from the date of the transaction

10.4

Other Fraud – Card-Absent Present

120 calendar days from the date of the transaction

10.5

Visa Fraud Monitoring Program

120 calendar days from the date of the identification by the

Client Fraud Performance Program

11.1

Card Recovery Bulletin

75 calendar days from the transaction date

11.2

Declined Authorization

11.3

No Authorization

12.1

Late Presentment

120 calendar days from the transaction date

12.2

Incorrect Transaction Code

12.3

Incorrect Currency

12.4

T or C

Incorrect Account Number

12.5

Incorrect Amount

12.6.1

T or C

Duplicate Processing

12.6.2

Paid by Other Means

12.7

Invalid Data

75 Calendar days from the transaction date

13.1

Merchandise/Services Not Received

120 calendar days from the transaction processing date or 120

days from the last date the cardholder expected to receive the

merchandise or services

13.2

Canceled Recurring Transaction

120 calendar days from the date of transaction or 120 days after

the cardholder received the merchandise or services not to

exceed 540calendar days from the transaction processing date

13.3

Not As Described or Defective

Merchandise/Services

120 calendar days from the date of transaction or must wait 15

days from the date merchandise was returned

T = Technical; C = Customer Dispute

REASON

CODE

CHARGE

BACK

TYPE

DESCRIPTION

TIME FRAME

13.4

Counterfeit Merchandise

120 calendar days from the date of transaction, the expected date of delivery or the

date the cardholder was first made aware that the merchandise was counterfeit.

13.5

Misrepresentation

120 calendar days from either:

• The transaction date of transaction

• The date the cardholder received the merchandise or services not to

exceed 540 days from the transaction processing date

• The date the cardholder was first made aware that the merchandise was

misrepresented.

• 60 calendar days from the date the issuer received notice from CH

13.6

Credit Not Processed

120 calendar days from the transaction date or date of credit receipt or date of CH

(cardholder) letter if credit receipt is unavailable or date issuer received CH letter if

both credit receipt and CH are unavailable or undated

13.7

Cancelled

Merchandise/Services

120 calendar days from the transaction date or the date the cardholder expected to

receive the merchandise or services not to exceed 540 days from the transaction

processing date

13.8

Original Credit

Transaction Not

Accepted

120 calendar days from the Original Credit transaction processing date

13.9

Non-Receipt of Cash or

Load Transaction Value

120 calendar days from the date of transaction

USER GUIDE | CHARGEBACK REASON CODES

VISA CHARGEBACK REASON CODES

If you’re using the Online Chargeback Management System, you will find the chargeback

reason codes on both the Level 1 and 2 screens. These codes are established by the payment

brands to categorize the incoming chargeback requests by reason. The codes also appear on

financial reporting associated with chargebacks.

CODE

DESCRIPTION

10.1

EMV Liability Shift Counterfeit Fraud

10.2

EMV Liability Shift Non-Counterfeit Fraud

10.3

Other Fraud – Card Present Environment

10.4

Other Fraud – Card-Absent Present Environment

10.5

Visa Fraud Monitoring Program

11.1

Card Recovery Bulletin

11.2

Declined Authorization

11.3

No Authorization

12.1

Late Presentment

12.2

Incorrect Transaction code

12.3

Incorrect Currency

12.4

Incorrect Account Number

12.5

Incorrect Amount

12.6.1

Duplicate Processing

12.6.2

Paid by Other Means

12.7

Invalid Data

13.1

Merchandise/Services Not Received

13.2

Cancelled Recurring

13.3

Not as Described or Defective Merchandise/Services

13.4

Counterfeit Merchandise

13.5

Misrepresentation

13.6

Credit Not Processed

13.7

Cancelled Merchandise/Services

13.8

Original Credit Transaction Not Accepted

13.9

Non-Receipt of Cash or Load Transaction Value

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE 10.1

EMV Liability Shift Counterfeit Fraud

Chargeback Type

Cardholder Dispute

Dispute Description

• The cardholder claims he/she did not authorize, nor participate in,

the transaction and the card was in their possession at the time

of the transaction

• The transaction was the result of counterfeit magnetic stripe fraud

and the full unaltered contents of the stripe were not transmitted

and not authorized by the Issuer

Timeframe to Initiate

Chargeback

• 120 calendar days from the date of the transaction

Challenge

Rights(Prearbitration)/

Merchant

Action

• For non-EMV supported (chip) POS/terminal, there are no rights

to challenge the dispute, unless a refund has been issued. EMV

supported (chip) POS/terminal a transaction with a chip card. The

dispute can be challenged if the full unaltered magnetic stripe

data was read and transmitted with a valid authorization; in this

case, the dispute would be represented on your behalf.

• EMV supported (chip) POS/terminal and transaction with a chip

card. The dispute can be represented if a valid transaction was

manually keyed and transmitted with the authorization; in this

case, the dispute would be represented on your behalf.

If credit was previously issued, submit a rebuttal to the chargeback

department detailing the amount and the date of the credit; otherwise

accept the dispute and follow your in-house collection procedures

Issuer Required

Documentation

None

Merchant Required

Documentation

• Evidence of the following

• A credit or reversal was not addressed by the issuer

• The dispute is invalid

• The cardholder no longer disputes the transaction

• Compelling evidence

Special Notes

• Invalid for the following transactions

• A chip initiated transaction

• A Fallback transaction

• A mobile push payment

• An Emergency cash dispersment

•

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE 10.2

EMV LIABILITY SHIFT NON-COUNTERFEIT FRAUD

Chargeback Type

Cardholder Dispute

Dispute Description

• The cardholder claims he/she did not authorize, nor participate in,

the transaction

• The card was a pin preferring card

• One of the following

• The transaction did not take place at a chip reading device

• A chip initiated transaction took place at a chip reading device

that was not EMV pin compliant

• The transaction was chip initiated without online PIN and both

• The transaction was authorized online

• The acquirer did not transmit the full chip data in the authorization

record

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Challenge

Rights(Prearbitration)/

Merchant

Action

• EMV supported (chip) POS/terminal and transaction with a chip

card. The chargeback can be represented if a valid transaction

was manually keyed and transmitted with the authorization; in

this case, the chargeback would be represented on your behalf.

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the chargeback and follow your in-house

collection procedures

Issuer Required

Documentation

Certification that the card was pin preferring and provide hierarchy

and that the cardholder denies participating in the transaction

Merchant Required

Documentation

Evidence of the following

• A credit or reversal was not addressed by the issuer

• The dispute is invalid

• The cardholder no longer disputes the transaction

Special Notes

• This is invalid for the following transactions

• ATM

• Contactless

• Visa Easy Pay

• Fallback

• Transactions that were correctly processed

• Mobile push payment

• A mobility and transport transaction

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE 10.3

OTHER FRAUD-CARD PRESENT ENVIRONMENT

Dispute Type

Cardholder Dispute

Dispute Description

A transaction was processed in a face-to-face retail environment and

the merchant did not obtain a PIN or imprint

Timeframe to Initiate

Dispute

120 calendar days from the transaction date

Challenge

Rights(Prearbitration)/

Merchant

Action

• Provide valid sales slip

• Compelling information is available

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the dispute and follow your in-house

collection procedures

REASON CODE 10.3

OTHER FRAUD-CARD PRESENT ENVIRONMENT

Issuer Required

Documentation

Certification that the cardholder denies participation in the

transaction

Merchant Required

Documentation

Evidence of the following

• A credit or reversal was not addressed by the issuer

• The dispute is invalid

• The cardholder no longer disputes the transaction

• Evidence of an imprint

• Compelling evidence

USER GUIDE | CHARGEBACK REASON CODES

Special Notes

• Compelling Evidence — Visa accepts compelling evidence for

challenging this dispute through pre-arbitration. This includes,

but is not limited to:

• Evidence such as photographs or emails to prove the person

received the merchandise or service. For download of digital

goods, the IP address, email address, description of goods,

date and time goods were downloaded and/or proof the

merchant’s website was accessed for services after the

transaction date.

• Passenger transport — evidence the ticket was received at

cardholder’s billing address, boarding pass was scanned at

the gate, details of frequent flyer miles claimed, additional

incidental transactions purchased (such as baggage fees,

seat upgrades, alcohol, etc.)

• Previous undisputed transaction — provide evidence that the

information provided is the same as that from a previous

undisputed transaction

• Evidence that the transaction was completed by a member of

the Cardholder’s household

• For a Transaction conducted by a digital goods Merchant

assigned MCC 5815 (Digital Goods –Media, Books, Movies,

Music), 5816 (Games), 5817(Applications [Excludes Games])

or 5818 (Digital Goods Large Digital Goods Merchants), all of

the following:

• Evidence that the Merchant has been successfully registered

into and continues to participate in the Visa Digital Commerce

Program

• Evidence that the Merchant is the owner of the operating

system for the subject electronic device

• Evidence that the account set up on the Merchant's website or

application was accessed by the Cardholder and has been

successfully verified by the Merchant before or on the

Transaction Date

• Evidence that the disputed Transaction used the same device

and Card as any previous Transactions that were not disputed

• Proof that the device ID number, IP address and geographic

location, and name of device (if available) are linked to the

Cardholder profile on record at the Merchant

• Description of the merchandise or services and the date and

time goods were purchased and successfully downloaded

USER GUIDE | CHARGEBACK REASON CODES

• Customer name linked to the customer profile on record at the

Merchant

• Evidence that the customer password was reentered on the

Merchant's website or application at the time of purchase

• Evidence that the Merchant validated the Card when the

Cardholder first linked the Card to the customer profile on

record at the Merchant

For qualifying transactions under the Visa Easy Payment Service

(VEPS) the program eliminates retrieval requests

REASON CODE 10.4

OTHER FRAUD-CARD NOT PRESENT ENVIRONMENT

Dispute Type

Cardholder Dispute

Dispute Description

• Scenario 1: Cardholder claims he/she neither authorized nor

participated in the transaction

• Scenario 2: Issuer certifies that the account number is fictitious

and an authorization was not obtained

Timeframe to Initiate

Dispute

120 calendar days from the date of the transaction

Challenge

Rights(Prearbitration)/

Merchant

Action

• This dispute may be represented if an AVS (Address Verification

Service) response of I1 or I3 was obtained

• Compelling Evidence — see Special Notes below.

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the dispute and follow your in-house

collection procedures

Issuer Required

Documentation

Certification that the cardholder denies participation in the transaction

Merchant Required

Documentation

Provide compelling information – see Special Notes below

Special Notes

• This dispute is invalid if the transaction was authenticated using

Verified by Visa

• International Only: Visa allows transaction-bundling for

transactions under MCC 4814 — Telephone Service Transaction

merchants (in other words, where the card was used to initiate a

long distance call). There is a maximum of 25 transactions

allowed, they must be under US $40 per transaction and be listed

with the Acquirer’s Reference Number on an Exhibit 2F

USER GUIDE | CHARGEBACK REASON CODES

• Evidence such as photographs or emails to prove the person

received the merchandise or service. For download of digital

goods, the IP address, email address, description of goods, date

and time goods were downloaded and/or proof the merchant’s

website was accessed for services after the transaction date.

• Passenger transport — evidence the ticket was received at

cardholder’s billing address, boarding pass was scanned at the

gate, details of frequent flyer miles claimed, additional incidental

transactions purchased (such as baggage fees, seat upgrades,

alcohol, etc.)

• Previous undisputed transaction — provide evidence that the

information provided is the same as that from a previous

undisputed transaction

Evidence that the transaction was completed by a member of the

Cardholder’s household

• For a Transaction conducted by a digital goods Merchant

assigned MCC 5815 (Digital Goods –Media, Books, Movies,

Music), 5816 (Games), 5817(Applications [Excludes Games]) or

5818 (Digital Goods Large Digital Goods Merchants), all of the

following:

• Evidence that the Merchant has been successfully registered into

and continues to participate in the Visa Digital Commerce

Program

• Evidence that the Merchant is the owner of the operating system

for the subject electronic device

• Evidence that the account set up on the Merchant's website or

application was accessed by the Cardholder and has been

successfully verified by the Merchant before or on the Transaction

Date

• Evidence that the disputed Transaction used the same device

and Card as any previous Transactions that were not disputed

• Proof that the device ID number, IP address and geographic

location, and name of device (if available) are linked to the

Cardholder profile on record at the Merchant

• Description of the merchandise or services and the date and time

goods were purchased and successfully downloaded

• Customer name linked to the customer profile on record at the

Merchant

• Evidence that the customer password was reentered on the

Merchant's website or application at the time of purchase

• Evidence that the Merchant validated the Card when the

• Cardholder first linked the Card to the customer profile on record

at the Merchant

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE 10.5

VISA FRAUD MONITORING PROGRAM

Dispute Type

Technical

Dispute Description

Visa notified the issuer that a fraudulent transaction occurred that

appeared on the Merchant Fraud Monitoring Program

Timeframe to Initiate

Dispute

120 calendar days from the date of the identification by the Merchant

Fraud Performance Program

Challenge Rights

(Pre-arbitration)/

Merchant Action

If credit was previously issued, submit a rebuttal to the chargeback

department detailing the amount and the date of the credit; otherwise

accept the dispute and follow your in-house collection procedures

Issuer Required

Documentation

None

Merchant Required

Documentation

Evidence of the following

• A credit or reversal was not addressed by the issuer

• The dispute is invalid

• The cardholder no longer disputes the transaction

Special Notes

REASON CODE 11.1

CARD RECOVERY BULLETIN

Dispute Type

Technical – all regions except domestic

For a T&E Transaction, evidence that the Account Number was not

listed on the Card Recovery Bulletin on the following dates, as

applicable:

- For a Lodging Merchant, the check-in date

- For a Car Rental Merchant, the vehicle rental date

- For a Cruise Line, the embarkation date

Dispute Description

On the Transaction Date, the Account Number was listed in the Card

Recovery Bulletin for the Visa Region in which the Merchant Outlet is

located

Timeframe to Initiate

Dispute

75 calendar days from the date of the transaction

USER GUIDE | CHARGEBACK REASON CODES

Challenge Rights

(prearbitration)/

Merchant

Action

• If the transaction was authorized through the Emergency

Payment Authorization Service

• If the transaction was completed at a Contactless only

Acceptance Device

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the dispute and follow your in-house

collection procedures

Issuer Required

Documentation

None

Merchant Required

Documentation

• Documentation proving the transaction was authorized through

the Emergency Payment Authorization Service

• Documentation proving the transaction was completed at a

Contactless only Acceptance Device

• Evidence that the transaction was Chip initiated and offline

authorized

Special Notes

REASON CODE 11.2

DECLINED AUTHORIZATION

Dispute Type

Technical

Dispute Description

The merchant completed the transaction after receiving a decline

authorization response

Timeframe to Initiate

Dispute

75 calendar days from the date of the transaction

Challenge Rights

(prearbitration)/

Merchant

Action

• If authorization was obtained

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the dispute and follow your in-house

collection procedures

Issuer Required

Documentation

None

Merchant Required

Documentation

• Provide logs showing authorization obtained

• Retail Provide signed sales slip

• Card Not Present: Provide an itemized bill with bill-to and ship-to

addresses and cardholder’s name, description of goods

• Evidence that the transaction was Chip initiated and offline

authorized

USER GUIDE | CHARGEBACK REASON CODES

Special Notes

REASON CODE 11.3

DECLINED AUTHORIZATION

Dispute Type

Technical

Dispute Description

No authorization

Timeframe to Initiate

Dispute

75 calendar days from the date of the transaction

Challenge Rights

prearbitration)/

Merchant

Action

• If authorization was obtained

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the dispute and follow your in-house

collection procedures

Issuer Required

Documentation

None

Merchant Required

Documentation

• Provide logs showing authorization obtained

• Retail Provide signed sales slip

• Card Not Present: Provide an itemized bill with bill-to and ship-to

addresses and cardholder’s name, description of goods

• Evidence that the transaction was Chip-initiated and offline

authorized

Special Notes

• The dispute is limited to the amount above the applicable floor

limit for a chip transaction

REASON CODE 12.1

LATE PRESENTMENT

Dispute Type

Technical

Dispute Description

The merchant did not deposit the transaction within the required

timeframe

Timeframe to Initiate

Dispute

120 calendar days from the date of the transaction

Representment Rights

(Dispute Response)/

Merchant Action

• Retail: It is possible to represent this dispute if the deposit was

made within 8 days of the transaction having taken place and a

valid sales slip can be provided

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the dispute and follow your in-house

collection procedures

USER GUIDE | CHARGEBACK REASON CODES

Issuer Required

Documentation

Certification of one of the following

• On the dispute processing date, the cardholder account

status was flagged as closed or credit problem

Merchant Required

Documentation

• Retail: Provide signed sales slip showing the deposit was made

within 8 days

• Card Not Present: Provide an itemized bill with bill-to and ship-to

addresses and cardholder’s name, description of goods

Special Notes

A late presentment is considered to be a transaction that was

deposited more than 8 days after the transaction date

REASON CODE 12.2

INCORRECT TRANSACTION CODE

Chargeback Type

Technical

Dispute Description

• A credit was processed as a debit

• A debit was processed as a credit

Timeframe to

Initiate Chargeback

120 calendar days from the date of the transaction

Representment

Rights (Dispute

Response)/

Merchant Action

• The chargeback may be represented if it can be proven the

transaction was processed properly

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the chargeback and follow your in-house

collection procedures

Issuer Required

Documentation

Certification that either

• Credit was processed as a debit

• Debit was processed as a credit

• An explanation of why the credit refund was processed in

error

Merchant required

documentation

• Evidence that a credit or reversal issued by the merchant was

not addressed by the issuer

• Transaction receipt or other record that proves that the

transaction code was correct

Special Notes

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE 12.3

INCORRECT CURRENCY

Chargeback Type

Technical

Dispute Description

• The Transaction Currency is different than the currency

transmitted through VisaNet

• Dynamic Currency Conversion occurred and the Cardholder did

not agree to Dynamic Currency Conversion and did not make an

active choice.

Timeframe to

Initiate Chargeback

120 calendar days from the date of the transaction

Representment

Rights (Dispute

Response)/

Merchant Action

• The chargeback may be represented if it can be proven the

transaction was processed properly

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the chargeback and follow your in-house

collection procedures

Issuer Required

Documentation

Certification stating the correct transaction currency code or

certification and that cardholder did not make an active choice

Merchant required

documentation

• Documentation proving the correct currency was provided or

specified

• Documentation showing certification confirming that Dynamic

Currency

• Conversion was chosen by the Cardholder and not by the

Merchant

• Transaction receipt or other record that proves that the transaction

currency was correct

Special Notes

• For credits posted as debits or vice versa, the chargeback amount

must be double the transaction amount

• The acquirer is prohibited from using the second presentment to

argue the validity of the cardholder’s claim regarding the selection

of or non-agreement to the currency.

• The contents of the transaction receipt are considered only in

determining whether POI currency conversion has occurred on a

transaction. They neither prove nor disprove the cardholder’s

agreement to the conversion.

• If the chargeback is valid and if the full amount was charged back,

the acquirer should process the transaction as a First

Presentment in the currency in which goods/services were priced

or in the currency that was dispensed.

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE 12.4

INCORRECT ACCOUNT NUMBER

Dispute Type

Technical

Dispute Description

The Account Number processed through VisaNet does not match

the Account Number on the Transaction Receipt.

Timeframe to Initiate

Dispute

120 calendar days from the date of the transaction

Challenge Rights

Dispute Response/

Merchant Action

• A copy of the sales draft showing the account number was

correct

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the dispute and follow your in-house

collection procedures

Issuer Required

Documentation

Certification that the incorrect payment credential was used and

does not match any payment credential on the issuers master file

Merchant Required

Documentation

Retail: Provide a valid sales slip

REASON CODE 12.5

INCORRECT AMOUNT

Dispute Type

Technical

Dispute Description

• The Transaction amount is incorrect or an addition or transposition

error occurred

• The Merchant altered the Transaction amount after the Transaction

was completed without the consent of the Cardholder

Timeframe to Initiate

Dispute

120 calendar days from the date of the transaction

Representment Rights

(Dispute Response)/

Merchant Action

• A copy of the sales draft showing the different amounts

• A copy of the sales draft showing the amount was correct

• If credit was previously issued, submit a rebuttal to the chargeback

department detailing the amount and the date of the credit;

otherwise accept the dispute and follow your in-house collection

procedures

Issuer Required

Documentation

Certification of the correct transaction amount

Merchant Required

Documentation

Retail: Provide a valid sales slip

USER GUIDE | CHARGEBACK REASON CODES

Special Notes

• Chargeback protection limits for car rental businesses have been

expanded

• Disputes will be valid only for the amount that exceeds the

authorized amount, plus 15 percent

REASON CODE

12.6.1

DUPLICATE PROCESSING

Dispute Type

Technical or Cardholder Dispute

Dispute Description

A merchant processed the transaction for a single purchase more

than once

Timeframe to Initiate

Dispute

120 calendar days from the date of the transaction

Representment Rights

(Dispute Response)/

Merchant Action

• This dispute may be challenged through by issuing a dispute

response if it can be proven that each transaction is for a

separate purchase

• Card Not Present: This dispute may be challenged if all available

information regarding the transaction can be provided for each

transaction, such as, itemized bill, bill- to/ship-to addresses and

proof of delivery, if available

• Retail: Provide valid sales slip for all relevant transactions

• If credit was previously issued

Issuer Required

Documentation

• Certification of the date and acquirer reference number of the

valid transaction

• Evidence that the merchant received payment by other means

Merchant Required

Documentation

Retail: Provide a valid sales slip or evidence showing two separate

transactions were made

Special Notes

• The reason code was expanded to include disputes from

cardholders related to a duplicate billing from a chip-initiated

transaction with different transaction counter values

• If the Transaction was processed by different Acquirers or

Originating Members, the Acquirer or Originating Member that

processed the second Transaction is responsible for the Dispute

REASON CODE

12.6.2

PAID BY OTHER MEANS

Dispute Type

Cardholder Dispute

USER GUIDE | CHARGEBACK REASON CODES

Dispute Description

The transaction was paid for using alternate means but the merchant

erroneously deposited the Visa payment as well as the alternate

means of payment

Timeframe to Initiate

Dispute

120 calendar days from the date of the transaction

Representment Rights

(Dispute Response)/

Merchant Action

• This dispute may be challenged by issuing a dispute response if it

can be proven that the transaction was for a separate purchase

• If credit was previously issued

Issuer Required

Documentation

• A cardholder letter, email, fax, questionnaire and/or equivalent

substitute forms or exhibits

• Evidence of the alternate payment method

Merchant Required

Documentation

Documentation to prove that the Merchant did not receive payment

by other means for the same merchandise or service

Special Notes

REASON CODE 12.7

INVALID DATA

Chargeback Type

Technical

Dispute Description

Authorization was obtained using invalid or incorrect data

Timeframe to Initiate

Chargeback

75 calendar days from the date of the transaction

Representment

Rights(Dispute

Response)/ Merchant

Action

• If authorization was obtained with valid data

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the chargeback and follow your in-house

collection procedures

Issuer Required

Documentation

Certification that the authorization request would have been declined

if valid data had been provided

Merchant Required

Documentation

• Provide logs showing authorization obtained

• Retail Provide sales slip

• Card Not Present: Provide an itemized bill with bill-to and ship-to

addresses and cardholder’s name, description of goods

• Evidence that the transaction was Chip-initiated and offline

authorized

• Evidence the authorization did not contain invalid data

Special Notes

•

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE 13.1

MERCHANDISE/SERVICES NOT RECEIVED

Dispute Type

Cardholder Dispute

Dispute Description

• Merchandise Not Received: The cardholder was charged for

merchandise that was not delivered/received, has attempted to

resolve the issue with the merchant

• Services Not Rendered: The cardholder was charged for a

service that was not rendered and has attempted to resolve the

issue with the merchant

• Expanded to include disputes related to no-show transactions,

where merchant cannot or is unable to render services. Applies

only to hotel merchants and U.S. Domestic peak-time and

specialized vehicle car rental merchants who are permitted to

process no-show transactions

Timeframe to Initiate

Dispute

120 Calendar days from one of the following:

• The transaction date

• The expected date of receipt/delivery

• The expected date of service — not to exceed 540 days from

transaction date

• 30 days after the transaction date (if there is no expected date of

receipt/delivery)

• The date merchandise was received if it wasn’t received on the

agreed-upon date

Representment

Rights/ Merchant

Action

Provide proof the customer received the merchandise or proof

customer received the services

Issuer Required

Documentation

A cardholder letter, e-mail, fax, questionnaire and/or equivalent

substitute forms or exhibits

USER GUIDE | CHARGEBACK REASON CODES

Merchant Required

Documentation

• Documentation to prove that the Cardholder or an authorized

person received the merchandise or services at the agreed

location or by the agreed date

• Examples: Signed proof of delivery to shipping address, signed

pick up slips or job completion certification

• For an Airline Transaction, evidence showing that the name is

included in the manifest for the departed flight and it matches the

name provided on the purchased itinerary

• Retail: Provide signed sales slip

• Card Not Present: Provide proof of AVS response, an itemized

bill with bill-to and ship-to addresses and proof of delivery

• Compelling Evidence: Visa will accept compelling evidence for

representment. This includes, but is not limited to:

• Evidence such as photographs or emails to prove the person

received the merchandise or service. For download of digital

goods, the IP address, email address, description of goods, date

and time goods were downloaded and/or proof the merchant’s

website was accessed for services after the transaction date.

• Passenger transport — evidence the ticket was received at

cardholder’s billing address, boarding pass was scanned at the

gate, details of frequent flyer miles claimed, additional incidental

transactions purchased (such as baggage fees, seat upgrades,

alcohol, etc.)

• Previous undisputed transaction — provide evidence that the

information provided is the same as that from a previous

undisputed transaction

• Evidence that the transaction was completed by a member of the

Cardholder’s household

Special Notes

• The dispute amount may include shipping/handling charges

and/or convenience fees charged by the merchant

• If the merchandise was delivered after the agreed upon delivery

date, the cardholder must attempt to return the merchandise

• Even if there is no answer or the phone is disconnected, Visa

considers this an “attempt to resolve” the dispute with the

merchant

• Visa will not use of this Reason Code for all Visa products on

Visa Inc. and Interlink automated fuel dispenser AFD

transactions with MCC 5542 — Automated Fuel Dispensers —

these codes are still effective in Visa Europe

REASON CODE 13.2

CANCELLED RECURRING TRANSACTION

USER GUIDE | CHARGEBACK REASON CODES

Dispute Type

Cardholder Dispute

Dispute Description

• Situation 1: A cardholder attempted to notify the merchant that

he/she wished to cancel the recurring transaction to the account

that is being charged

• Situation 2: The merchant modified the recurring payment amount

without notifying the cardholder of the change at least 10 days

prior to the transaction with the new amount

• Situation 3: Although the merchant notified the cardholder within

10 days of a recurring payment amount modification, the

cardholder did not approve the change

• Situation 4: The Issuer closed the account for some reason

• Situation 5: The Issuer had previously charged back another

transaction

Timeframe to Initiate

Dispute

120 calendar days from the date of the transaction

Representment Rights

(Dispute Response /

Merchant Action

• Proof of proper disclosure of the terms and conditions(T&Cs) of

the cancelation policy

• If credit was previously issued

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the dispute and follow your in-house

collection procedures

Issuer Required

Documentation

• For Situations 1, 2 and 3: A cardholder letter, email, fax,

questionnaire and/or equivalent substitute forms or exhibits

specifying the particular dispute situation containing the date of

cancelation

• For Situation 4: None; the Issuer message of “Account Closed” is

acceptable

• For Situation 5: None; an Issuer’s message containing the date

and the Acquirer’s Reference Number of the previously charged

back transaction is acceptable

Merchant Required

Documentation

• Businesses must provide proof that the customer accepted the

terms and conditions by showing documentation that either a

check box was checked or a click to “submit” button indicates

acceptance

• Terms and conditions must be in the sequence of final pages

before check out and cannot be a separate link

• For a recurring transaction the terms and conditions must be

clear and different from the general terms and conditions.

• Evidence that cardholder used service/benefited from service

after the date of cancelation

USER GUIDE | CHARGEBACK REASON CODES

Special Notes

• Cancellation can occur at any time during the service’s billing

period; however, the cardholder is due credit for only the service

not used beyond the cancellation date.

• Once a dispute is received for this reason you must obtain a new

method of payment from the cardholder, you cannot reprocess a

transaction using the same card number

REASON CODE 13.3

NOT AS DESCRIBED OR DEFECTIVE MERCHANDISE

Dispute Type

Cardholder Dispute

Dispute Description

• Goods or services did not conform to the documented or

expected description

• Merchandise purchased was received damaged, defective or

otherwise unusable

• The cardholder disputes the quality of the merchandise

Timeframe to Initiate

Dispute

120 calendar days from either:

• The transaction date

• The expected date of delivery/services

• The date the cardholder was first made aware the merchandise

was counterfeit or misrepresented

• The transaction date of a balance portion of a Delayed Delivery

Transaction

• 60 calendar days from the date the issuer received the first letter

from the cardholder about the dispute

Representment Rights

(Dispute Response /

Merchant Action

• If returned merchandise has not been received and you did not

provide a return label or notify the cardholder to return the item by

using a non-traceable method, such as USPS, notify

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the dispute and follow your in-house

collection procedures

USER GUIDE | CHARGEBACK REASON CODES

Issuer Required

Documentation

• The date the Cardholder received the merchandise or

services

• That the Cardholder attempted to resolve the dispute with the

Merchant

• Explanation of what was not as described or what was

defective

• Evidence of ongoing negotiations between the cardholder

and merchant to resolve the dispute

• The date the Cardholder returned or attempted to return the

merchandise or cancelled services

• For merchandise that the Cardholder returned, all of the

following:

• The name of the shipping company

• A tracking number (if available)

• The date the Merchant received the merchandise

• For merchandise that the Cardholder attempted to return, all

of the following:

• A detailed explanation of how and when the Cardholder

attempted to return the merchandise

• The disposition of the merchandise

• That the Merchant refused the return of the merchandise,

refused to provide a return merchandise authorization, or

instructed the Cardholder not to return the merchandise

Merchant Required

Documentation

• The dispute was invalid

• Evidence to prove that the merchandise/services matched what

was described or was not damaged or defective

• Card Not Present: Provide proof that the cardholder’s claims has

been rectified, address the specific dispute which may include

cancellation, non-receipt, or quality of goods. Ensure every

aspect of the cardholders dispute is addressed

• Retail: Provide a sales slip/contract/terms and conditions that

contain information to prove the merchandise or services were as

described

• Businesses must provide proof that the customer accepted the

terms and conditions by showing documentation that either a

check box was checked or a click to “submit” button indicates

acceptance

• Terms and conditions must be in the sequence of final pages

before check out and cannot be a separate link

USER GUIDE | CHARGEBACK REASON CODES

• For a recurring transaction the terms and conditions must be

clear and different from the general terms and conditions.

Special Notes

• For goods that resulted in a return, the cardholder may recover

shipping and handling charges as well as convenience fees (such

as restocking fees)

• The business will be liable if a return label was provided and the

cardholder used the label or if the cardholder was instructed to

return the merchandise via a non-traceable method and did so

• Even if the business has not received the returned merchandise,

it is still possible to represent the dispute

• Retail: A sales slip is required for this dispute

• For misrepresented transactions, the use of this reason code is

restricted to these MCCs: 7012, 7277, 5962 and 5966

• For misrepresented transactions evidence of a sales contract

signed or acknowledged by the cardholder will not, on its own, be

a defense for the acquirer or the merchant

• Quality disputes for Canadian domestic transactions are

supported

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE 13.4

COUNTERFEIT MERCHANDISE

Chargeback Type

Cardholder Dispute

Dispute Description

• Merchandise purchased was counterfeit (includes Visa Europe)

• For counterfeit transactions: Issuer is required to provide

documentation confirming the cardholder was notified that the

goods were counterfeit, the following sources can apply:

• The rights-holder or owner of the intellectual property, either

through direct inspection of the merchandise or through a broader

public notice

• A customs agency, law enforcement agency or other government

entity

• A neutral, third-party bona fide expert with relevant

experience/expertise in the type of merchandise involved in the

transaction

• Issuer needs to identify the current disposition of the counterfeit

goods (in other words, the current location of the goods)

Timeframe to Initiate

Chargeback

120 calendar days from either:

• The transaction date

• The date of delivery/services (not to exceed 540 days from the

transaction processing date)

• The date the cardholder was first made aware the merchandise

was counterfeit (not to exceed 540 days from the transaction

processing date)

Representment Rights

(Dispute Response)/

Merchant Action

• If returned merchandise has not been received and you did not

provide a return label or notify the cardholder to return the item by

using a non-traceable method, such as USPS, notify

• If you have evidence to support merchant’s claim that the

merchandise was not counterfeit

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the chargeback and follow your in-house

collection procedures

USER GUIDE | CHARGEBACK REASON CODES

Issuer Required

Documentation

• For counterfeit transactions: Issuer is required to provide

documentation confirming the cardholder was notified that the

goods were counterfeit, the following sources can apply:

• The rights-holder or owner of the intellectual property, either

through direct inspection of the merchandise or through a broader

public notice

• A customs agency, law enforcement agency or other government

entity

• A neutral, third-party bona fide expert with relevant

experience/expertise in the type of merchandise involved in the

transaction

• Issuer needs to identify the current disposition of the counterfeit

goods (in other words, the current location of the goods)

Merchant Required

Documentation

• The chargeback was invalid

• Evidence that the Cardholder no longer disputes the Transaction

• Documentation to support the Merchant’s claim that the

merchandise was not counterfeit

REASON CODE 13.5

MISREPRESENTATION

Chargeback Type

Cardholder Dispute

Dispute Description

• The cardholder claim that the terms of sale were misrepresented

by the merchant

• The Merchant is responsible for merchandise held in a customs

agency in the Merchant’s country

Timeframe to Initiate

Chargeback

120 calendar days from either:

• The transaction date

• The expected date of delivery/services

• The date the cardholder was first made aware the merchandise

was misrepresented

• The transaction date of a balance portion of a Delayed Delivery

Transaction

• 60 calendar days from the date the issuer received the first letter

from the cardholder about the dispute if both:

• There is evidence in the notification of previous ongoing

negotiations between the Cardholder and the Merchant to resolve

the dispute.

• The negotiations occurred within 120 days of the Transaction

Processing Date.

USER GUIDE | CHARGEBACK REASON CODES

Representment Rights

(Dispute Response)/

Merchant Action

• If returned merchandise has not been received and you did not

provide a return label or notify the cardholder to return the item

by using a non-traceable method, such as USPS, notify

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the chargeback and follow your in-house

collection procedures

Issuer Required

Documentation

Certification of all of the following, as applicable:

• The date the merchandise was returned or the service was

cancelled

• The name of the shipping company

• The invoice/tracking number (if available)

• The date the Merchant received the merchandise

• Issuer certification that the Merchant refused the return of

merchandise, refused to provide a return merchandise

authorization, or informed the Cardholder not to return the

merchandise

• That the Cardholder attempted to resolve the dispute with the

Merchant

• The date the Cardholder received the merchandise or

services

• Documentation from the Cardholder describing how the

Merchant's written representations do not match the terms of

sale to which the Cardholder agreed

• Evidence of ongoing negotiations between the cardholder

and the merchant to resolve the dispute

Merchant Required

Documentation

• The chargeback was invalid

• Evidence that a credit or Reversal issued by the Merchant was

not addressed by the Issuer in the Dispute

• Evidence that the Cardholder no longer disputes the Transaction

• Documentation to prove that the terms of sale were not

misrepresented

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE 13.6

CREDIT NOT PROCESSED

Dispute Type

Cardholder Dispute

Dispute Description

• The Issuer received notification from a cardholder acknowledging

participation in a transaction for which goods were returned or

services cancelled, but

• The cardholder has not received a written refund

acknowledgment or credit voucher from the merchant

• The credit has not appeared on the cardholder’s statement

Timeframe to Initiate

Dispute

120 calendar days from the date of the transaction or the date of

service

Representment Rights

(Dispute Response)/

Merchant Action

• This dispute may be challenged by issuing a dispute response if

the following conditions exist:

• Documentation can be provided that properly addresses the

dispute

• The returned merchandise was not received by the business;

provide assertion that the merchandise was not received on

company letterhead or on the Dispute Document

• The business properly disclosed its refund policy for returned

merchandise or service cancellation upon delivering the

merchandise or service

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the dispute and follow your in-house

collection procedures

Issuer Required

Documentation

None

USER GUIDE | CHARGEBACK REASON CODES

Merchant Required

Documentation

• Retail: The sales draft or other records to prove that the Merchant

properly disclosed a limited return or cancellation policy at the

time of the Transaction, as applicable

• Evidence to demonstrate that the Cardholder received the

Merchant's cancellation or return policy and did not cancel

according to the disclosed policy

• Card Not Present: Provide proof that the cardholder’s claims has

been rectified, address the specific dispute which may include

cancellation, non-receipt, or quality of goods. Ensure every

aspect of the cardholder’s dispute is addressed.

• Businesses must provide proof that the customer accepted the

terms and conditions by showing documentation that either a

checkbox was checked or a click to “submit” button indicates

acceptance

• Terms and conditions must be in the sequence of final pages

before check out and cannot be a separate link

• For a recurring transaction, the terms and conditions must be

clear and different from the general terms and conditions

Special Notes

Not valid for all Visa products on Visa Inc. and Interlink automated

fuel dispenser AFD transactions with MCC 5542 — Automated Fuel

Dispensers — these codes are still effective in Visa Europe

REASON CODE 13.7

CANCELLED MERCHANDISE/SERVICES

Chargeback Type

Cardholder Dispute

Dispute Description

• The Issuer received notification from a cardholder acknowledging

participation in a transaction for which goods were returned or

services cancelled, but

• The cardholder has not received a written refund

acknowledgment or credit voucher from the merchant

• The credit has not appeared on the cardholder’s statement

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction or the date of

service not to exceed 540 calendar days from the Transaction Processing

Date

USER GUIDE | CHARGEBACK REASON CODES

Representment

Rights/Dispute

response Merchant

Action

• This chargeback may be represented if the following conditions

exist:

• Documentation can be provided that properly addresses the

dispute

• The returned merchandise was not received by the business;

provide assertion that the merchandise was not received on

company letterhead or on the Chargeback Document

• The business properly disclosed its refund policy for returned

merchandise or service cancellation upon delivering the

merchandise or service

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the chargeback and follow your in-house

collection procedures

Issuer Required

Documentation

Certification providing date the merchandise/services were expected

or received and any tracking information

Merchant Required

Documentation

• Retail: The sales draft or other records to prove that the Merchant

properly disclosed a limited return or cancellation policy at the

time of the Transaction, as applicable

• Evidence to demonstrate that the Cardholder received the

Merchant's cancellation or return policy and did not cancel

according to the disclosed policy

• Card Not Present: Provide proof that the cardholder’s claims has

been rectified, address the specific dispute which may include

cancellation, non-receipt, or quality of goods. Ensure every

aspect of the cardholder’s dispute is addressed.

• Businesses must provide proof that the customer accepted the

terms and conditions by showing documentation that either a

checkbox was checked or a click to “submit” button indicates

acceptance

• Terms and conditions must be in the sequence of final pages

before check out and cannot be a separate link

• For a recurring transaction, the terms and conditions must be

clear and different from the general terms and conditions

Special Notes

Not valid for all Visa products on Visa Inc. and Interlink automated

fuel dispenser AFD transactions with MCC 5542 — Automated Fuel

Dispensers — these codes are still effective in Visa Europe

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE 13.8

ORIGINAL CREDIT TRANSACTION NOT ACCEPTED

Chargeback Type

Cardholder Dispute

Dispute Description

• An Original Credit Transaction was not accepted because either:

• The recipient refused the Original Credit Transaction.

• Original Credit Transactions are prohibited by applicable laws or

regulations

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction or the date of

service

Representment Rights

(Dispute Response/

Merchant Action

• This chargeback may be represented if the following conditions

exist:

• Evidence that either:

• A Reversal issued by the Merchant was not addressed by the

Issuer in the Dispute

• The Dispute is invalid

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the chargeback and follow your in-house

collection procedures

Issuer Required

Documentation

Certification that either

• An original credit transaction is not allowed by law

• The recipient refused to accept the original credit transaction

Merchant Required

Documentation

• Evidence that either:

• A Reversal issued by the Merchant was not addressed by the

Issuer in the Dispute

• The Dispute is invalid

REASON CODE 13.9

NON-RECEIPT OF CASH OR LOAD TRANSACTION VALUE

Dispute Type

Cardholder Dispute

Dispute Description

The Cardholder participated in the Transaction and did not receive

cash or Load Transaction value, or received a partial amount

Timeframe to Initiate

Dispute

120 calendar days from the date of the transaction

Representment Rights

(Dispute Response)/

Merchant Action

• Provide proof that the cardholder received funds

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the dispute and follow your in-house

collection procedures

USER GUIDE | CHARGEBACK REASON CODES

Issuer Required

Documentation

A Cardholder letter, if both:

• The Cardholder has disputed 3 or more Transactions for non-

receipt of cash or Load Transaction value at the same ATM or load

device.

• The disputed Transactions all occurred within the same 30-

calendar day period

Merchant Required

Documentation

A copy of the ATM Transaction record to prove the disbursed cash

amount or Load Transaction value. The Transaction record must be

provided with an explanation or key to the data fields in the

Transaction record. The explanation or key must be in English.

Special Notes

Dispute is limited to the amount of funds not received

USER GUIDE | CHARGEBACK REASON CODES

DISCOVER CHARGEBACK TIME FRAMES

Processing rules for JCB USD currency transactions are governed by Discover Chargeback Reasons Codes.

REASON

CODE

CHARGE

BACK

TYPE

DESCRIPTION

TIME FRAME

Good Faith Chargeback

730 calendar days from the transaction date

Does Not Recognize—Cardholder

Does Not Recognize the Card

Transaction

120 calendar days from the transaction date

Recurring Payment

• 120calendar days from the transaction date

• Cancellation date must have been at least

15 calendar days prior to the date the most

recent disputed card sale posted to

cardholder’s account

Authorization Noncompliance

120 calendar days from the transaction date

Altered Amount

120 calendar days from the transaction date

Credit Posted as a Card Sale

120 calendar days from the transaction date

Duplicate Processing

120 calendar days from the transaction date

Invalid Cardholder Number

120 calendar days from the transaction date

Late Presentment

120 calendar days from the transaction date

Non-Receipt of Cash from ATM

120 calendar days from the transaction date

Paid by Other Means

120 calendar days from the transaction date

Non-Receipt of Goods or Services

120 calendar days from the transaction date

Cardholder Disputes Quality of

Goods or Services

120 calendar days from the transaction date

RN2

Credit Not Received

120 calendar days from the transaction date

Violation of Operating Regulations

120 calendar days from the transaction date

U01

Fraud — Card-Present

Transaction

120 calendar days from the transaction date

U02

Fraud — Card-Not-Present

Transaction

120 calendar days from the transaction date

U05

Fraud – Chip Card Counterfeit

Transaction

120 calendar days from the transaction date

U05

Fraud – Chip Card Counterfeit

Transaction

120 calendar days from the transaction date

F = Fraud; P = Processing Error; S = Service

USER GUIDE | CHARGEBACK REASON CODES

DISCOVER CHARGEBACK REASON CODES

Processing rules for JCB USD currency transactions are governed by Discover Chargeback

Reasons Codes.

When a Discover Chargeback is represented, businesses are not credited immediately.

Discover reviews the representment prior to accepting it. If they agree with the representment,

then they will credit Merchant Services, thus allowing us to credit the business.

REASON CODE

DESCRIPTION

Good Faith Chargeback

Cardholder Does Not Recognize

Recurring Payments

Authorization Noncompliance

Transaction Amount Differs

Credit Posted as a Card Sale

Duplicate Processing

Invalid Card Number

Late Presentation

Paid by Other Means

Non-Receipt of Goods or Services

Cardholder Disputes Quality of Goods or Services

RN2

Credit not Processed

Violation of Operating Regulations

U01

Fraud — Card Present

U02

Fraud — Card Not Present TXN

U05

Fraud Chip Card Counterfeit Transaction

U06

Fraud — Chip and PIN Transaction

REASON CODE 05

GOOD FAITH CHARGEBACK

Chargeback Type

Service

Dispute Description

• The merchant acknowledges liability for a Good Faith Ticket

Retrieval Request (reason code 05)

• To correct a duplicate credit

• Discover determines a merchant has violated operating

regulations

USER GUIDE | CHARGEBACK REASON CODES

Timeframe to Initiate

Chargeback

730 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

If credit was previously issued, submit a rebuttal to the chargeback

department detailing the amount and the date of the credit; otherwise,

accept the chargeback and follow your in-house collection

procedures.

Issuer Required

Documentation

None

Merchant Required

Documentation

Submit evidence to Discover that the Cardholder received duplicate

Credits if the Merchant has applied a Credit to the Card Account.

Special Notes

REASON CODE AA

CARDHOLDER DOES NOT RECOGNIZE

Chargeback Type

Service

Dispute Description

Cardholder does not recognize transaction

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• Card Not Present: This chargeback may be represented if all

available information regarding the transaction can be provided,

such: itemized bill, bill-to/ship-to addresses and proof of delivery, if

available

• Retail: Provide a valid sales slip

• If documentation is not provided in response to a Ticket Retrieval

Request, the Issuer may initiate a final and non-appealable

chargeback

Issuer Required

Documentation

Merchant Required

Documentation

• Card Not Present: all available information regarding the

transaction such as, itemized bill, bill-to/ship-to addresses and

proof of delivery

• Retail: Provide a valid sales slip

• Additional information or Transaction data that was not required in

the Clearing Record (A Representment for an Aggregated

Transaction must include details of the individual purchases that

have been aggregated)

Special Notes

If a retrieval request was initiated and not responded to, the

chargeback will have no representment rights

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE AP

RECURRING PAYMENTS

Chargeback Type

Service Dispute

Dispute Description

Transaction posted after the expiration of the Recurring Payments

Plan or after the cardholder cancelled the Recurring Payments Plan

Timeframe to Initiate

Chargeback

• 120 calendar days from the transaction date

• The cancellation date must have been at least 15 calendar days

prior to the date the most recent disputed card sale posted to the

cardholder’s account

Representment

Rights/ Merchant

Action

• Proof of proper disclosure of the terms and conditions (T&Cs) of

the cancelation policy

• The business can provide documentation signed by the cardholder

indicating that the cardholder authorized each of the posted

transactions

• Evidence that the cardholder did not cancel at least 15 days prior

to the posting of the transaction

• Evidence that the cancellation number provided is invalid and that

the disputed transaction was processed correctly

• Credit was previously issued

• Terms of the recurring payment plan requires the cardholder to

pay the amount being disputed, notwithstanding the termination or

cancellation of the plan

Issuer Required

Documentation

Yes

Merchant Required

Documentation

• Businesses must provide proof that the customer accepted the

terms and conditions by showing documentation that either a

check box was checked or a click to “submit” button indicates

acceptance

• Terms and conditions must be in the sequence of final pages

before check out and cannot be a separate link

• For a recurring transaction, the terms and conditions must be clear

and different from the general terms and conditions.

Special Notes

REASON CODE AT

AUTHORIZATION NONCOMPLIANCE

Chargeback Type

Processing error

Dispute Description

A Card Transaction

(other than an ATM Transaction) was not completed in accordance with the

Authorization requirements

Timeframe to Initiate

Chargeback

120 calendar days from the transaction date

USER GUIDE | CHARGEBACK REASON CODES

Representment

Rights/ Merchant

Action

• Provide proof that a valid authorization was obtained

• Proof a credit was previously issued

Issuer Required

Documentation

Yes

Merchant Required

Documentation

Evidence that the Acquirer or Merchant complied with the applicable terms

of the Operating Regulations with respect to the Card Sale subject to

Dispute, including obtaining a positive

Authorization Response

Special Notes

The amount of the chargeback is limited to the amount above the

floor limit

REASON CODE AW

TRANSACTION AMOUNT DIFFERS

Chargeback Type

Service

Dispute Description

The cardholder claims that the amount was altered without the

cardholder’s consent or direction after the cardholder has signed the

transaction document

Timeframe to Initiate

Chargeback

120 calendar days from the transaction date

Representment

Rights/ Merchant

Action

• Provide proof that the cardholder is responsible for additional

charges

• Provide proof that no alteration was made to the transaction

receipt after the cardholder signed it

• Credit was previously issued

Issuer Required

Documentation

Yes

Merchant Required

Documentation

A copy of the sales draft showing the different amounts

Special Notes

REASON CODE CD

CREDIT/DEBIT POSTED INCORRECTLY

Chargeback Type

Service

Dispute Description

The cardholder claims that they were charged for a sale, but were

supposed to be credited

Timeframe to Initiate

Chargeback

120 calendar days from the transaction date

USER GUIDE | CHARGEBACK REASON CODES

Representment

Rights/ Merchant

Action

• Proof the cardholder agreed to the transaction

• Proof the cardholder received the purchased goods and/or

services and a card sale was completed correctly

• Credit was previously issued

Issuer Required

Documentation

Yes

Merchant Required

Documentation

• Transaction Documentation signed by the Cardholder indicating

the Cardholder agreed to the Card Transaction

• Transaction Receipt or other record that indicates the Card

Transaction was posted correctly

• Evidence that a Credit was issued to the Account to correct the

error as permitted by the Operating Regulations

Special Notes

• The dispute amount will be calculated by doubling the original

mis-posted debit transaction

• Discover will only provide one dispute adjustment and will only

send one dispute notice

REASON CODE DP

DUPLICATE PROCESSING

Chargeback Type

Service

Dispute Description

The merchant charged the customer more than once for the same

purchase

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• This chargeback may be represented if the business can prove

that each transaction is for a separate purchase

• Retail: Provide all sales slips

• Card Not Present: Provide proof of all transactions

• Credit was previously issued

Issuer Required

Documentation

None

Merchant Required

Documentation

• Separate Transaction Documentation either signed or authorized

by the Cardholder for the amount of each Card Transaction

applied to the Account

• Evidence that the Merchant or Acquirer issued a Credit(s) to the

Account for each duplicate Card Sale, as applicable and permitted

by the Operating Regulations

• Evidence that the Merchant or Acquirer submitted a reversal of the

Card Transaction(s), as applicable and permitted by the Operating

Regulations

USER GUIDE | CHARGEBACK REASON CODES

Special Notes

• If our transaction database contains two or more transactions on

the same day and for the same amount, the chargeback will be

sent to the business for review

• The amount of the duplicate transaction can only vary by 20%

REASON CODE IN

INVALID CARD NUMBER

Chargeback Type

Processing Error

Dispute Description

The card number is not assigned to any cardholder and a deposit is

made to that account

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

Provide transaction documentation showing the following:

• The valid card number

• Proof of a valid authorization response

• Cardholder’s signature (if required)

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the chargeback and follow your in-house

collection procedures

Issuer Required

Documentation

None

Merchant Required

Documentation

• Transaction Documentation showing (i) that the Card Number is

accurate and was not listed on the Negative File at the time that

the Acquirer or Merchant used Downtime Authorization Services

to obtain an Authorization Response for the Card Transaction; (ii)

the receipt of a positive Authorization Response, and (iii) the

Cardholder’s signature (if required);

• Evidence that the Card Sale involved a Chip Card and the

Acquirer or Merchant obtained a positive Authorization Response

including through the use of offline (if applicable) procedures

Special Notes

REASON CODE LP

LATE PRESENTATION

Chargeback Type

Processing Error

Dispute Description

The issuing bank receives the sales data more than 30 calendar days

after the date of the card sale

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

USER GUIDE | CHARGEBACK REASON CODES

Representment

Rights/ Merchant

Action

• Provide a signed work order, approved by the cardholder, allowing

the business to post the sale more than 30 days after the original

transaction date

• Proof that the merchandise was for a custom order, that a valid

authorization response was obtained at the time the order was

placed, and this a final payment for the transaction once the

custom order was completed, as indicated in a work order or other

agreement signed by the cardholder

• If credit was previously issued, submit a rebuttal to the chargeback

department detailing the amount and the date of the credit;

otherwise accept the chargeback and follow your in-house

collection procedures

Issuer Required

Documentation

None

Merchant Required

Documentation

• Evidence that the Acquirer or Merchant complied with delayed

delivery requirements and obtained a valid Authorization

Response within the applicable number of calendar days of the

ship date, expected delivery date or processing attempt

• Evidence, such as a signed work order, that the Cardholder

approved the submission by the Acquirer or Merchant of Sales

Data for posting to the Account more than the applicable number

of calendar days after the Card Sale date

• Evidence that the Merchant completed a custom order for the

Cardholder, obtained a valid Authorization Response at the time of

order, and submitted the Sales Data as the final payment by the

Cardholder once the custom order was completed, as indicated in

a work order or other agreement signed by the Cardholder

Special Notes

REASON CODE PM

PAID BY OTHER MEANS

Chargeback Type

Cardholder Dispute

Dispute Description

The transaction was paid for using alternate means but the merchant

erroneously deposited the Discover payment as well as the alternate

means payment

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• This chargeback may be represented if it can be proven that the

transaction was for a separate purchase

• If credit was previously issued

USER GUIDE | CHARGEBACK REASON CODES

Issuer Required

Documentation

None

Merchant Required

Documentation

• Evidence that the Merchant or Acquirer issued Credit(s) to the

Account for the amount(s) subject to Dispute

• Transaction Documentation signed by the Cardholder indicating

the Cardholder agreed to the Card Sale

Special Notes

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE RG

NON-RECEIPT OF GOODS OR SERVICES

Chargeback Type

Service

Dispute Description

The cardholder is claiming one of the following:

• Merchandise or services were never received

• The order was cancelled but the cardholder was still charged

• Delivery was refused

Timeframe to Initiate

Chargeback

120 calendar days from the scheduled delivery not to exceed 540

days from the date of the transaction

Representment

Rights/ Merchant

Action

• Proof the cardholder did not cancel the order for goods and/or

services in accordance with the business’s published policies

• Proof the cancellation number provided by the cardholder is

invalid

• Proof of delivery

• Credit was previously issued

• Compelling Evidence

• Discover will accept compelling evidence for representment. This

includes, but is not limited to:

• Evidence such as photographs or emails to prove the person

received the merchandise or service. For download of digital

goods, the IP address, email address, description of goods, date

and time goods were downloaded and/or proof the business’s

website was accessed for services after the transaction date.

• Passenger transport: evidence the ticket was received at

cardholder’s billing address, boarding pass was scanned at the

gate, details of frequent flyer miles claimed, additional incidental

transactions purchased (such as baggage fees, seat upgrades,

alcohol, etc.)

• Previous undisputed transaction — provide evidence that the

information provided is the same as that from a previous

undisputed transaction

• Evidence that the transaction was completed by a member of the

cardholder’s household

Issuer Required

Documentation

Yes

USER GUIDE | CHARGEBACK REASON CODES

Merchant Required

Documentation

• Transaction Documentation signed by the Cardholder indicating

the Cardholder agreed to the Card Sale

• Evidence that the Merchant delivered the goods and/or services

as directed by the Cardholder

• Evidence that the Cardholder used the disputed airline ticket

• Evidence that the lost ticket application submitted by the

Cardholder is not valid

• Transaction Documentation signed by the Cardholder indicating

the Cardholder agreed to the Cash Advance or Cash Over

transaction

• Evidence that the Cardholder received cash

• Evidence that the Merchant or Acquirer issued a Credit to the

Account to correct the error where

• Credits are permitted by these Dispute Rules and the Operating

Regulations

• Additional evidence that an Acquirer or Merchant may submit

includes any of the following regarding a Dispute:

• Letters, emails, photographs, faxes, or other written

correspondence exchanged between the Merchant and the

Cardholder

• Receipts, work orders, or other documents signed by the

Cardholder, substantiating that the Cardholder received the goods

or services

• For “site-to-store” Card Not Present Card Transactions, Merchant

may provide the Cardholder’s signature on the pickup form or copy

of Cardholder identification

• Proof of Delivery or evidence that the goods or services were

delivered as directed by the Cardholder

• Any of the following for a Card-Not-Present Card Transaction:

• Cardholder confirmation of registration to receive electronic

delivery of goods or services

• Cardholder’s email or IP address, date and time of download,

description of goods downloaded or log documenting the receipt of

downloaded material on or after the Transaction Date.

Special Notes

REASON CODE RM

CARDHOLDER DISPUTES QUALITY OF GOODS OR SERVICES

Chargeback Type

Service

USER GUIDE | CHARGEBACK REASON CODES

Dispute Description

The cardholder claims the quality of goods delivered or services

rendered did not conform to the agreement of the parties

Timeframe to Initiate

Chargeback

120 calendar days from the scheduled delivery not to exceed 540

days from the date of the transaction

Representment

Rights/ Merchant

Action

• Provide evidence the cardholder signed a work order to indicate

that the business completed a correction of the quality of goods or

services

• Documentation the cardholder rejected an attempt by the business

to correct the problem

• Proof or documentation the cardholder never cancelled or rejected

the goods or services and has possession of them

• Proof the claim was satisfactorily resolved directly with the

business

• Proof the quality provided complied with the business’s

established policy

• Proof the claim resulted from an inconvenience experienced by

the cardholder

• Credit was previously issued

• Provide evidence the goods were not counterfeit merchandise

• Proof of terms agreed upon with the cardholder refuting the

allegation of misrepresentation and that goods or services were

rendered as described in original terms

• Compelling Evidence

• Discover will accept compelling evidence for representment. This

includes, but is not limited to:

• Evidence such as photographs or emails to prove the person

received the merchandise or service. For download of digital

goods, the IP address, email address, description of goods, date

and time goods were downloaded and/or proof the merchant’s

website was accessed for services after the transaction date.

• Passenger transport: evidence the ticket was received at

cardholder’s billing address, boarding pass was scanned at the

gate, details of frequent flyer miles claimed, additional incidental

transactions purchased (such as baggage fees, seat upgrades,

alcohol, etc.)

• Previous undisputed transaction — provide evidence that the

information provided is the same as that from a previous

undisputed transaction

• Evidence that the transaction was completed by a member of the

cardholder’s household

Issuer Required

Documentation

Yes

USER GUIDE | CHARGEBACK REASON CODES

Merchant Required

Documentation

• Transaction Documentation signed by the Cardholder indicating

that the Cardholder approved the quality of goods or services

• Evidence that the Merchant or Acquirer issued Credit(s) to the

Account for the amount(s) subject to Dispute

• Evidence that the Cardholder signed a work order to indicate that

the Merchant completed a correction of the quality of goods or

services

• Documentation that the Cardholder rejected an attempt by the

Merchant to correct the quality of goods or services

• Documentation that the Cardholder never cancelled or rejected

the goods or services and has possession of goods or services

• Evidence that Cardholder claim was satisfactorily resolved directly

with the Merchant

• Evidence that the quality of goods and services provided complied

with the Merchant’s established policy

• Evidence that the Dispute was initiated due to a Cardholder

inconvenience claim

Special Notes

This reason code cannot be used to dispute any “inconveniences” that

may have occurred in connection with the receipt of the goods or

services.

Examples:

• The cardholder ate at a restaurant and did not like the food

• Experienced a layover

• Did not obtain preferred seat assignment

• Luggage was lost

• Did not have pillows

• Did not have hot water

• Had a dirty room

• Items were damaged

REASON CODE RN2

CREDIT NOT RECEIVED

Chargeback Type

Service

Dispute Description

A credit promised to the cardholder by the merchant was not

processed

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction not to exceed 540

days from the expected scheduled event date

USER GUIDE | CHARGEBACK REASON CODES

Representment

Rights/ Merchant

Action

• Provide documentation the merchandise was not returned

• Provide evidence an in-store credit was issued in accordance with

the business’s published policy

• Credit was previously issued

• Evidence cardholder signed documentation indicating agreement

to the Cash Advance or Cash Over transaction

• Evidence cardholder received cash

• Proof cardholder did not cancel the reservation in accordance with

published policies

Issuer Required

Documentation

Yes

Merchant Required

Documentation

• Transaction Documentation signed by the Cardholder indicating

that the Cardholder authorized the Card Transaction

• Evidence that the Cardholder received the goods or services and

a Card Sale was completed correctly

• Evidence that a Credit was made to the Account in the amount

subject to Dispute

• Evidence that a Credit is not due because the Cardholder did not

return the goods to the Merchant

• Evidence that an in-store credit was issued in accordance with the

Merchant’s established policy

• Transaction Documentation signed by the Cardholder indicating

the Cardholder agreed to the Cash Advance or Cash Over

transaction

• Evidence that the Cardholder received cash

• Evidence that a Credit was issued to the Account to correct the

error, where Credits are permitted by these Dispute Rules and the

Operating Regulations

• Evidence that the Cardholder did not cancel the reservation in

accordance with the Merchant’s published policies

• Evidence that the cancellation number provided by the

Cardholder in support of the Dispute is invalid and the Card Sale

was processed correctly

• For a Dispute of a Card Transaction involving shipping or delivery

obligations by the Merchant:

• Merchant is responsible for goods held in its own country’s

customs agency

Special Notes

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE DC

VIOLATION OF OPERATING REGULATIONS

Chargeback Type

Processing Error

Dispute Description

Discover identifies a violation on the part of the merchant or that the

merchant operated in a prohibited merchant category

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• None

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the chargeback and follow your in-house

collection procedures

Issuer Required

Documentation

None

Merchant Required

Documentation

None

Special Notes

REASON CODE

UA01

FRAUD — CARD PRESENT TRANSACTION

Chargeback Type

Fraud

Dispute Description

Cardholder claims fraud in a retail (card-present) environment

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

USER GUIDE | CHARGEBACK REASON CODES

Representment

Rights/ Merchant

Action

• Provide a valid sales slip with imprint if key-entered

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the chargeback and follow your in-house

collection procedures

• Proof that the cardholder was present at the time of transaction or

otherwise participated in or approved the transaction

• A keyed transaction is not quasi-cash, cash over, or a cash

disbursement

• Evidence the transaction included required data and the Chip

Card Terminal was compliant

• Proof received positive authorization response from Issuer

• Compelling Evidence – see Merchant Required Documentation

below.

Issuer Required

Documentation

None

USER GUIDE | CHARGEBACK REASON CODES

Merchant Required

Documentation

• A valid, legible Transaction Receipt

• Evidence that the Cardholder was present at the time of the Card

Transaction or otherwise participated in or approved the Card

Transaction

• A keyed Card Transaction is not Quasi-cash, Cash Over, or a

Cash Disbursement

• The Card Transaction included required data and the Chip Card

Terminal was compliant with requirements

• A valid, legible Transaction Receipt that displays a complete,

legible imprint of all security features required to be embossed on

the Card

• Additional evidence that an Acquirer or Merchant may submit

includes any of the following regarding a Dispute:

• Letters, emails, photographs, faxes, or other written

correspondence exchanged between the Merchant and the

Cardholder

• Receipts, work orders, or other documents signed by the

Cardholder, substantiating that the Cardholder received the goods

or services

• For “site-to-store” Card-Not-Present Card Transactions, Merchant

may provide the Cardholder’s signature on the pickup form or

copy of Cardholder identification

• Proof of Delivery or evidence that the goods or services were

delivered as directed by the Cardholder

• Any of the following for a Card-Not-Present Card Transaction:

• Cardholder confirmation of registration to receive electronic

delivery of goods or services

• Cardholder’s email or IP address, date and time of download,

description of goods downloaded or log documenting the receipt of

downloaded material on or after the Transaction Date.

Special Notes

• The Issuer must process a ticket retrieval request prior to initiating

this chargeback

• If a ticket retrieval request was initiated and not responded to, the

chargeback will have no representment rights

• If documentation is not provided in response to a Ticket Retrieval

Request, the Issuer may initiate a final and non-appealable

chargeback

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE

UA02

FRAUD — CARD NOT PRESENT TRANSACTION

Chargeback Type

Fraud

Dispute Description

• Cardholder claims fraud in a card-not-present environment

• The Issuer determines possible fraud because the merchant did

not verify the numeric portion of the cardholder’s AVS(Address

Verification System) or provide the CID (Customer Identification

Number)

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• Provide proof of delivery which must be to the street address of

the AVS address

• Both CID and AVS are required upon deposit of the transaction. If,

after providing the proof of delivery, the Chargeback Analyst does

not find evidence that the CID and AVS were performed, we will

be unable to represent this chargeback.

• If credit was previously issued, submit a rebuttal to the chargeback

department detailing the amount and the date of the credit;

otherwise accept the chargeback and follow your in-house

collection procedures

• For this chargeback to be represented, you must provide proof of

all 3 conditions:

• Positive AVS

• CID

• Proof of delivery to the street address of the AVS address. Follow

your in-house procedures.

• If documentation is not provided in response to a Ticket Retrieval

Request, the Issuer may initiate a final and non-appealable

chargeback

• Compelling Evidence – see Merchant Required Documentation

below.

Issuer Required

Documentation

None

USER GUIDE | CHARGEBACK REASON CODES

Merchant Required

Documentation

• Valid Proof of Delivery

• Evidence the Merchant/Acquirer submitted CID in the

Authorization Request, the Issuer provided a positive

Authorization Response, however the Issuer did not verify the CID

or the CID was a mismatch.

• Evidence that the Acquirer or Merchant used the Address

Verification Service to validate the numeric portion of the

Cardholder’s billing address including street address and ZIP

code, or the response to an Address Verification request indicating

that the Cardholder’s address is not verified because the Card is

issued outside of the United States

• Valid, legible Transaction Documentation that includes a valid

Authorization Code and lists the quantity and brief description of

the goods or services purchased

• Additional evidence that an Acquirer or Merchant may submit

includes any of the following regarding a Dispute:

• Letters, emails, photographs, faxes, or other written

correspondence exchanged between the Merchant and the

Cardholder

• Receipts, work orders, or other documents signed by the

Cardholder, substantiating that the Cardholder received the goods

or services

• For “site-to-store” Card-Not-Present Card Transactions, Merchant

may provide the Cardholder’s signature on the pickup form or

copy of Cardholder identification

• Proof of Delivery or evidence that the goods or services were

delivered as directed by the Cardholder

• Any of the following for a Card-Not-Present Card Transaction:

• Cardholder confirmation of registration to receive electronic

delivery of goods or services

• Cardholder’s email or IP address, date and time of download,

description of goods downloaded or log documenting the receipt of

downloaded material on or after the Transaction Date.

Special Notes

• The Issuer must process a ticket retrieval request prior to initiating

this chargeback

• AVS is only required for domestic US transactions

REASON CODE

UA05

FRAUD — CHIP CARD COUNTERFEIT TRANSACTION

Chargeback Type

Fraud

USER GUIDE | CHARGEBACK REASON CODES

Dispute Description

EMV Fraud Liability Shift for Counterfeit Transactions. Valid for a

chargeback on a Card Present Transaction or Cash Advance

involving a card on which a Contact Chip Payment Device was issued

and the Issuer or Cardholder alleges that a Counterfeit Card was

used to conduct a purchase transaction or Cash Advance and the

merchant’s POS device did not support and use EMV technology.

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• For Non-EMV supported (chip) POS/terminal, there are no

representment rights, unless a refund has been issued

• EMV supported (chip) POS/terminal a transaction with a chip card

chargeback can be represented if the full unaltered magnetic

stripe data was read and transmitted with a valid authorization. In

this case, the chargeback would be represented on your behalf.

• EMV supported (chip) POS/terminal and transaction with a chip

card. The chargeback can be represented if a valid transaction

was manually keyed and transmitted with the authorization. In this

case, the chargeback would be represented on your behalf.

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the chargeback and follow your in-house

collection procedures

Issuer Required

Documentation

Yes

Merchant Required

Documentation

• Evidence that your POS device was enabled to support chip

card transactions

• Evidence that the transaction was completed the transaction

using magnetic stripe data and it was identified as fallback in

the authorization request

• Evidence the transaction was key entered

• Evidence the transaction was a card not present transaction

Special Notes

REASON CODE

UA06

FRAUD — CHIP AND PIN TRANSACTION

Chargeback Type

Fraud

USER GUIDE | CHARGEBACK REASON CODES

Dispute Description

Dispute of a PIN-preferring Contact Chip Payment Device reported as

lost or stolen where PIN was not entered and the Merchant’s POS

Device did not support PIN entry. Valid for a chargeback where the

cardholder alleges fraud relating to a Card-Present Chip Card

Transaction including a Cash Advance involving a Card Account on

which a PIN-preferring Contact Chip Payment Device was issued, the

Card was reported as lost or stolen at the time of the Card Sale or

Cash Advance, and the Card Transaction was conducted at a POS

Device that does not support Chip Card Transactions with PIN

preferring Contact Chip Payment Devices.

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• For non-EMV supported (chip) POS/terminal, there are no

representment rights, unless a refund has been issued

• EMV supported (chip) POS/terminal a transaction with a chip

card. The chargeback can be represented if the full unaltered

magnetic stripe data was read and transmitted with a valid

authorization. The chargeback would be represented on your

behalf.

• EMV supported (chip) POS/terminal and transaction with a chip

card chargeback can be represented if a valid transaction was

manually keyed and transmitted with the authorization. The

chargeback would be represented on your behalf.

• If credit was previously issued, submit a rebuttal to the

chargeback department detailing the amount and the date of the

credit; otherwise accept the chargeback and follow your in-house

collection procedures

Issuer Required

Documentation

Yes

Merchant Required

Documentation

• Evidence the transaction was processed with PIN entry

• Evidence that the transaction was completed the transaction

using magnetic stripe data and it was identified as fallback in

the authorization request

• Evidence the transaction was a card not present transaction

Special Notes

USER GUIDE | CHARGEBACK REASON CODES

AMERICAN EXPRESS CHARGEBACK TIME

FRAMES

REASON

CODE

CHARGE

BACK

TYPE

DESCRIPTION

TIME FRAME

AO1

CHARGE EXCEEDS

AUTHORIZATION

AMOUNT

120 calendar days from the date of

transaction

AO2

NO VALID

AUTHORIZATION

120 calendar days from the date of

transaction

A08

AUTHORIZATION

APPROVAL EXPIRED

120 calendar days from the date of

transaction

C02

CREDIT NOT

PROCESSED

120 calendar days from one of the below

• Transaction date

• The date merchants acknowledgement

credit is due

• The date the goods or services were

canceled, refused or returned

C04

GOODS/SERVICES

RETURNED OR

REFUSED

C05

GOODS/SERVICES

CANCELED

C08

SERVICES NOT

RENDERED/MERCH

ANDISE NOT

RECEIVED

120 days from one of the below

(whichever occurred first):

• From the expected date of receipt of

the Goods and Services (example,

entertainment performance), or

• From the date the Cardmember

becomes aware that the expected

Goods and Services would not be

provided, not to exceed 540 days from

the Transaction date (example

entertainment performance

cancellation)

C14

PAID BY OTHER

MEANS

120 calendar days from the transaction

date

T = Technical; C = Customer Dispute

USER GUIDE | CHARGEBACK REASON CODES

C18

CANCELLED

GUARANTEED

RESERVATION

120 calendar days from one of the below

• The transaction date

• The date merchants

acknowledgement credit is due

• The date the goods or services were

canceled, refused or returned

C28

CANCELLED

RECURRING

TRANSACTION

120 calendar days from the transaction

date

C31

GOODS/SERVICES

NOT AS DESCRIBED

120 calendar days from the date of

the transaction or 120 days from the

date of receipt of goods or services

C32

GOODS/SERVICES

DAMAGED OR

DEFECTIVE

120 calendar days from the date of

the transaction or 120 days from the

date of receipt of goods or services

F10

MISSING IMPRINT

120 calendar days from the transaction

date

F14

DUPLICATE

PROCESSING

120 calendar days from the transaction

date

F29

FRAUD TRANS –

CARD NOT

PRESENT TRANS

120 calendar days from the transaction

date

F30

CHIP LIABILITY SHIFT

120 calendar days from the transaction

date

F31

CHIP/PIN LIABILITY

120 calendar days from the transaction

date

FR4

RISK

IDENTIFICATION

SERVICE

N/A

M01

LOCAL

REGULATORY/LEGAL

DISPUTES

120 calendar days from the transaction

date

M04

DEAL DIRECT

N/A

M10

VEHICLE RENTAL-

CAPOITAL DAMAGES,

THEFT OR LOSS OF

USE

120 calendar days from the transaction

date

USER GUIDE | CHARGEBACK REASON CODES

M11

CM CREDITED-

CHARGEBACK

REVERSED

N/A

M36

NOT ELSEWHERE

CLASSIFY

N/A

M38

CHARGEBACK

REVERSED

N/A

M42

CHARGEBACK

REVERSAL EXPIRED

N/A

OP1

DISPUTE

ADJUSTMENT

N/A

P01

UNASSIGNED CARD

NUMBER

120 calendar days from the transaction

date

P03

CREDIT

POSTED

AS A CHARGE

120 calendar days from the transaction

date

P04

CHARGE

POSTED AS A CREDIT

120 calendar days from the transaction

date

P05

INCORRECT

TRANSACTION

AMOUNT

120 calendar days from the transaction

date

P07

LATE SUBMISSION

120 calendar days from the transaction

date

P08

DUPLICATE CHARGE

120 calendar days from the transaction

date

P22

NON-MATCHING CARD

NUMBER

120 calendar days from the transaction

date

P23

CURRENCY

DISCREPANCY

120 calendar days from the transaction

date

R03

NON-RECEIPT OF

REQUESTED ITEM

120 calendar days from the transaction

date

R13

NON-RECEIPT OF

REQUESTED ITEM

120 calendar days from the transaction

date

S01

REVERSAL REQUEST

DENIED

N/A

USER GUIDE | CHARGEBACK REASON CODES

S04

PENDING REVERSAL

RESEARCH

N/A

AMERICAN EXPRESS CHARGEBACK REASON

CODES

If you’re using the Online Chargeback Management System, you will find the chargeback

reason codes on both the Level 1 and 2 screens. These codes are established by the payment

brands to categorize the incoming chargeback requests by reason. The codes also appear on

financial reporting associated with chargebacks.

CODE

DESCRIPTION

A01

CHARGE EXCEEDS AUTHORIZATION AMOUNT

A02

NO VALID AUTHORIZATION

A08

AUTHORIZATION APPROVAL EXPIRED

C02

CREDIT NOT PROCESSED

C04

GOODS/SERVICES RETURNED OR REFUSED

C05

GOODS/SERVICES CANCELED

C08

SERVICES NOT RENDERED/MERCHANDISE NOT RECEIVED

C14

PAID BY OTHER MEANS

C18

CANCELLED GUARANTEED RESERVATION

C28

CANCELLED RECURRING TRANSACTION

C31

GOODS/SERVICES NOT AS DESCRIBED

C32

GOODS/SERVICES DAMAGED OR DEFECTIVE

F10

MISSING IMPRINT

F14

DUPLICATE PROCESSING

F29

FRAUD TRANS – CARD NOT PRESENT TRANS

F30

CHIP LIABILITY SHIFT

F31

CHIP/PIN LIABILITY

FR4

RISK IDENTIFICATION SERVICE

M01

CHARGEBACK AUTHORIZATION

M04

DEAL DIRECT

M10

VEHICLE RENTAL-CAPOITAL DAMAGES, THEFT OR LOSS OF USE

USER GUIDE | CHARGEBACK REASON CODES

M11

CM CREDITED-CHARGEBACK REVERSED

M36

NOT ELSEWHERE CLASSIFY

M38

CHARGEBACK REVERSED

M42

CHARGEBACK REVERSAL EXPIRED

OP1

DISPUTE ADJUSTMENT

P01

UNASSIGNED CARD NUMBER

P03

CREDIT POSTED AS A CHARGE

P04

CHARGE POSTED AS A CREDIT

P05

INCORRECT TRANSACTION

AMOUNT

P07

LATE SUBMISSION

P08

DUPLICATE CHARGE

P22

NON-MATCHING CARD NUMBER

P23

CURRENCY DISCREPANCY

R03

NON-RECEIPT OF REQUESTED ITEM

R13

NON-RECEIPT OF REQUESTED ITEM

S01

REVERSAL REQUEST DENIED

S04

PENDING REVERSAL RESEARCH

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE A01

CHARGE EXCEEDS AUTHORIZATION AMOUNT

Dispute Description

The amount of the Authorization Approval was less than the amount

of the Charge submitted.

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

Proof that a valid Authorization Approval was obtained for the full

amount of the Charge, or Proof that a Credit which directly offsets

the Disputed Charge has already been processed.

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE A02

NO VALID AUTHORIZATION

Dispute Description

The Charge submitted did not receive a valid Authorization

Approval; it was declined or the Card was expired.

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• Proof that a valid Authorization Approval was obtained, or Proof

that a Credit which directly offsets the Disputed Charge has

already been processed.

• For “expired or not yet valid” Cards, the following support is also

acceptable: Proof that the charge was incurred prior to the card

expiration date

Issuer Required

Documentation

No Inquiry required prior to Chargeback.

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE A08

AUTHORIZATION APPROVAL EXPIRED

Dispute Description

The Charge was submitted after the Authorization Approval expired.

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

Proof that a valid Authorization Approval was obtained, or Proof that

a Credit which directly offsets the Disputed Charge has already been

processed.

Issuer Required

Documentation

No Inquiry required prior to Chargeback.

Special Notes

No Inquiry required prior to Chargeback.

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE C02

CREDIT NOT PROCESSED

Dispute Description

American Express has not received the Credit (or partial Credit) a

Program Merchant was to apply to the Card.

Timeframe to Initiate

Chargeback

120 calendar days from one of the below

• Transaction date

• The date merchants acknowledgement credit is due

• The date the goods or services were canceled, refused or

returned

Representment

Rights/ Merchant

Action

If no Credit (or only partial Credit) is due, a written explanation of

why credit is not due with appropriate documents to support your

position, or Proof that a Credit which directly offsets the Disputed

Charge has already been processed.

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE C04

GOODS/SERVICES RETURNED OR REFUSED

Dispute Description

The goods or services were returned or refused but the Card

Member did not receive Credit.

Timeframe to Initiate

Chargeback

120 calendar days from one of the below

Transaction date

The date merchants acknowledgement credit is due

The date the goods or services were canceled, refused or

returned

Representment

Rights/ Merchant

Action

Documentation that supports the validity of the “no show” reservation

or Deposit Charge, or Proof that a Credit which directly offsets the

Disputed Charge has already been processed.

USER GUIDE | CHARGEBACK REASON CODES

Issuer Required

Documentation

Written explanation refuting the Card Member’s claim that goods

were returned to Program Merchant’s business:

• If returned: A copy of Program Merchant’s return policy, an

explanation of Program Merchant’s procedures for disclosing it to

the Card Member, and details explaining how the Card Member

did not follow the return policy,

• A copy of the Charge Record indicating the terms and conditions

of the purchase with details explaining how the Card Member did

not follow the policy,

• If goods/services refused: Proof that the goods/services were

accepted (for example, signed delivery slip if the goods were

delivered, screen print showing use of the service if service was

provided via Internet),

• Proof that a Credit which directly offsets the Disputed Charge has

already been processed.

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE C05

GOODS/SERVICES CANCELED

Dispute Description

The Card Member claims that the goods/services ordered were

cancelled.

Timeframe to Initiate

Chargeback

120 calendar days from one of the below

• Transaction date

• The date merchants acknowledgement credit is due

• The date the goods or services were canceled, refused or

returned

Representment

Rights/ Merchant

Action

• A copy of Program Merchant’s cancellation policy, an explanation

of Program Merchant’s procedures for disclosing it to the Card

Member, and details explaining how the Card Member did not

follow the cancellation policy,

• A copy of the Charge Record indicating the terms and conditions

of the purchase and details explaining how the Card Member did

not follow the policy,

• Proof that a Credit which directly offsets the Disputed Charge has

already been processed.

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE C08

SERVICES NOT RENDERED/MERCHANDISE NOT RECEIVED

USER GUIDE | CHARGEBACK REASON CODES

Dispute Description

The Card Member claims to have not received (or only partially

received) the goods/services

Timeframe to Initiate

Chargeback

• 120 days from one of the below (whichever occurred first):

• From the expected date of receipt of the Goods and Services

(example, entertainment performance), or

• From the date the Cardmember becomes aware that the

expected Goods and Services would not be provided, not to

exceed 540 days from the Transaction date (example:

entertainment performance cancellation)

Representment

Rights/ Merchant

Action

• Proof of Delivery including delivery date and full shipping

address,

• Proof that the services were provided and the dates the services

were provided,

• Signed completion of work order showing the Card Member

received the services and dates that the services were

used/provided,

• Proof that a Credit which directly offsets the Disputed Charge

has already been processed,

• Evidence to prove that there is a direct connection between the

person who received the goods and services and the Card

Member (such as photographs or emails).

• For Internet Transactions representing the sale of Internet

Electronic Delivery Charge, one (1) of the following must be

provided:

• Proof that the Card Member’s IP address at the time of purchase

matches the IP address where the digital goods were

downloaded,

• Proof the Card Member’s email address provided at the time of

purchase matches the email address used to deliver the digital

goods,

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE C14

PAID BY OTHER MEANS

Dispute Description

The Card Member has provided American Express with proof of

payment by another method.

USER GUIDE | CHARGEBACK REASON CODES

Timeframe to Initiate

Chargeback

120calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• Documentation showing that the Card Member’s other form of

payment was not related to the Disputed Charge,

• Proof that the Card Member provided consent to use the Card as

a valid form of payment for the Disputed Charge,

• Proof that a Credit which directly offsets the Disputed Charge has

already been processed.

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE C18

CANCELLED GUARANTEED RESERVATION

Dispute Description

The Card Member claims to have cancelled a lodging reservation or

a Credit for a Card deposit Charge was not received by the Card

Member.

Timeframe to Initiate

Chargeback

120 calendar days from one of the below

• The transaction date

The date merchants acknowledgement credit is due

The date the goods or services were canceled, refused or

returned

Representment

Rights/ Merchant

Action

• Documentation that supports the validity of the “no show”

reservation or Card deposit Charge,

• Proof that a Credit which directly offsets the Disputed Charge

has already been processed.

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE C28

CANCELLED RECURRING TRANSACTION

Dispute Description

Card Member claims to have canceled or attempted to cancel

Recurring Billing Charges for goods or services. Please discontinue

all future billing for this Recurring Billing Charge.

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

USER GUIDE | CHARGEBACK REASON CODES

Representment

Rights/ Merchant

Action

• A copy of Program Merchant’s cancellation policy, an explanation

of Program Merchant’s procedures for disclosing it to the Card

Member, and details explaining how the Card Member did not

follow the cancellation policy,

• Proof that the Card Member has not cancelled and continues to

use the services or receive the goods,

• Proof that a Credit which directly offsets the Disputed Charge has

already been processed.

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE C31

GOODS/SERVICES NOT AS DESCRIBED

Dispute Description

The Card Member claims to have received goods/services that are

different than the written description provided at the time of the

Charge.

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction or 120 days from

the date of receipt of goods or services

Representment

Rights/ Merchant

Action

• Proof refuting the Card Member’s claim that the written

description differs from the goods/services received,

• Proof that the Card Member agreed to accept the goods/services

as provided,

• Proof that a Credit which directly offsets the Disputed Charge has

already been processed,

• Proof that goods and services matched what was described at

the time of purchase (such as photographs or emails).

• For goods and services purchased by the Card Member that

were received in a damaged or defective state, the Program

Merchant must provide one (1) or more of the following items:

1. Show that an attempt was made by the Program Merchant to

repair or replace damaged or defective goods or to provide

replacement services.

2. If returned, state how the Card Member did not comply with the

Program Merchant’s clearly documented cancellation, return

policy or Applicable Law.

3. Show that the Card Member agreed to accept the goods or

services “as is.”

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE C32

GOODS/SERVICES DAMAGED OR DEFECTIVE

Dispute Description

The Card Member claims to have received damaged or defective

goods/services.

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction or 120 days from

the date of receipt of goods or services

Representment

Rights/ Merchant

Action

• Proof refuting the Card Member’s claim that the goods/services

were damaged or defective (provided that, in the case of goods,

they were not returned to the Program Merchant),

• Proof that an attempt was made to repair or replace damaged or

defective goods or to provide replacement services,

• Proof that the Card Member did not comply with Program

Merchant’s clearly documented cancellation, return policy or

Applicable Law (provided that, in the case of goods, they were

returned to Program Merchant),

• Proof that the Card Member agreed to accept the goods as

delivered,

• Proof that the goods/services were not returned to the Program

Merchant,

• Proof that a Credit which directly offsets the Disputed Charge

has already been processed

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE F10

MISSING IMPRINT

Dispute Description

The Card Member claims that they did not participate in this Charge

and a copy of an imprint of the Card was not provided.

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• ,

• Proof that this was a Card Not Present Charge, or Proof that a

Credit which directly offsets the Disputed Charge has already

been processed.

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE F14

DUPLICATE PROCESSING

Dispute Description

The Card Member denies participation in the Charge submitted and

proof that the Card Member participated in the Charge was not

provided.

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

Proof that a Credit which directly offsets the Disputed Charge has

already been processed.

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE F29

FRAUD TRANS – CARD NOT PRESENT TRANS

Dispute Description

The Card Member denies participation in a mail order, telephone

order, or Internet Charge. Not applicable to Digital Wallet

Application-initiated Transactions.

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• Proof that the Card Member participated in the Charge (for

example, billing authorization, usage details, proof of delivery to

the Card Member’s billing address, contract),

• Proof that Program Merchant attempted to validate the CID and

Program Merchant did not receive a response or Program

Merchant received an “unchecked” response,

• Proof that Program Merchant validated the address via

Authorization and shipped goods to the validated address,

• Proof that a Credit which directly offsets the Disputed Charge

has already been processed,

• Proof that the Transaction contains a shipping address that

matches a previously used shipping address from an undisputed

Transaction.

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE F30

CHIP LIABILITY SHIFT

Dispute Description

The Card Member denies participation in the Charge and a

counterfeit Chip Card was used at a Point-of-Sale (POS) System

where the Transaction was not processed as a Chip Card

Transaction because either the Point-of-Sale (POS) System had not

Enabled a Chip and PIN POS System or the Transaction was

manually keyed.

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• Proof that this was a Card-Not-Present Charge

• Proof that the Point-of-Sale (POS) System processed a Chip

Card Transaction,

• Proof that a Credit, which directly offsets the Disputed Charge,

has already been processed

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE F31

CHIP/PIN LIABILITY

Dispute Description

Card Member denies participation in the Charge and Chip Card with

PIN capabilities was lost/ stolen/non-received and was used at a

Point-of-Sale (POS) System where the Transaction was not

processed as a Chip Card Transaction with PIN validation because

either the Point-of-Sale (POS) System is not an Enabled Chip and

PIN POS System, or the Transaction was manually keyed.

Note: Not applicable to contactless and Digital Wallet Contactless

initiated Transactions, and Charges that qualify under the No

Signature/No PIN Program.

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• Proof that this was a Card-Not-Present Charge,

• Proof that the Point-of-Sale (POS) System processed a Chip

Card Transaction with PIN validated,

• Proof that a Credit, which directly offsets the Disputed Charge,

has already been processed

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE FR4

RISK IDENTIFICATION SERVICE

Dispute Description

The Card Member has disputed the Charge and Program Merchant

has been placed in the Immediate Chargeback Program.

Timeframe to Initiate

Chargeback

None

Representment

Rights/ Merchant

Action

• Proof that Program Merchant had not been placed in the

Immediate Chargeback Program at the time of the Chargeback,

• Proof that a Credit which directly offsets the Disputed Charge has

already been processed

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE M01

CHARGEBACK AUTHORIZATION

Dispute Description

American Express has received authorization to process Chargeback

for the Charge.

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

Proof that a Credit which directly offsets the Disputed Charge has

already been processed

Issuer Required

Documentation

None

Special Notes

Inquiry required prior to Chargeback.

REASON CODE M04

DEAL DIRECT

Dispute Description

American Express previously received authorization to debit

Participant Account. Please deal directly with the Card Member for

resolution on this matter.

Timeframe to Initiate

Chargeback

None

Representment

Rights/ Merchant

Action

None

Issuer Required

Documentation

None

USER GUIDE | CHARGEBACK REASON CODES

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE M10

VEHICLE RENTAL – THEFT OR LOSS OF USE

Dispute Description

The Card Member claims to have been incorrectly Charged for theft,

loss of use, or other fees related to theft or loss of use of a rental

vehicle.

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

Proof that the Charge was valid and not for theft, loss of use, or other

fees related to theft or loss of use of the rental vehicle

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE M11

CM CREDITED-CHARGEBACK REVERSED

Dispute Description

Chargeback Reversed – American Express recently debited

Participant Account for the adjustment amount indicated. Program

Merchant has credited Card Member for this Charge and American

Express is reversing the debit and crediting Participant Account.

Timeframe to Initiate

Chargeback

None

Representment

Rights/ Merchant

Action

None

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE M36

NOT ELSEWHERE CLASSIFY

Dispute Description

N/A

Timeframe to Initiate

Chargeback

None

Representment

Rights/ Merchant

Action

None

USER GUIDE | CHARGEBACK REASON CODES

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE M38

CHARGEBACK REVERSED

Dispute Description

American Express recently debited Participant Account for the

adjustment amount indicated. American Express is now reversing the

debit and crediting Participant Account.

Timeframe to Initiate

Chargeback

None

Representment

Rights/ Merchant

Action

None

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE M42

CHARGEBACK REVERSAL EXPIRED

Dispute Description

Due to the length of time between the Chargeback to Participant

Account and receiving Program Merchant dispute, American Express

is unable to review this for reversal.

Timeframe to Initiate

Chargeback

None

Representment

Rights/ Merchant

Action

None

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE 0P1

DISPUTE ADJUSTMENT

Dispute Description

American Express has received the request for a Chargeback

Reversal. Please allow 2 to 3 weeks for research.

Timeframe to Initiate

Chargeback

None

Representment

Rights/ Merchant

Action

None

USER GUIDE | CHARGEBACK REASON CODES

Issuer Required

Documentation

None

Special Notes

None

REASON CODE P01

UNASSIGNED CARD NUMBER

Dispute Description

A Charge using an invalid or otherwise incorrect Card Number was

submitted.

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• Copy of the imprint that confirms Card Number,

• Proof that Program Merchant obtained an Authorization Approval

for such Card Number

• Copy of the Charge Record from the terminal that electronically

read the Card Number,

• Proof that a Credit which directly offsets the Disputed Charge has

already been processed

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE P03

CREDIT POSTED AS A CHARGE

Dispute Description

The Card Member claims the Charge submitted should have been

submitted as a Credit.

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• Proof that the Charge was submitted correctly,

• Proof that a Credit which directly offsets the Charge has already

been processed.

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE P04

CHARGE POSTED AS A CREDIT

Dispute Description

The Card Member claims the Credit Program Merchant submitted

should have been submitted as a Charge.

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

USER GUIDE | CHARGEBACK REASON CODES

Representment

Rights/ Merchant

Action

• Proof that the Credit was submitted correctly,

• Proof that a Charge that directly offsets the Credit has already

been processed

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE P05

INCORRECT TRANSACTION AMOUNT

Dispute Description

The Charge amount submitted differs from the amount the Card

Member agreed to pay.

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• Proof that the Card Member agreed to the amount submitted,

• Proof that the Card Member was advised of and agreed to pay for

any additional delayed Charges using the Card the Charge was

submitted to,

• Itemized contract/documentation substantiating the Charge

amount submitted,

• Proof that a Credit which directly offsets the Disputed Charge has

already been processed

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE P07

LATE SUBMISSION

Dispute Description

The Charge was not submitted within the required timeframe.

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• Proof the Charge was submitted within the required timeframe,

• Proof that a Credit which directly offsets the Disputed Charge has

already been processed

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE P08

DUPLICATE CHARGE

Dispute Description

The individual Charge was submitted more than once.

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• Documentation showing that each Charge is valid,

• Proof that a Credit which directly offsets

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE P22

NON-MATCHING CARD NUMBER

Dispute Description

The Card Number in the Submission does not match the Card

Number in the original Charge.

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• Copy of the Card imprint confirming the Card Number,

• Copy of the Charge Record from the terminal that electronically

read the Card Number,

• Proof that a Credit which directly offsets the Disputed Charge has

already been processed

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE P23

CURRENCY DISCREPANCY

Dispute Description

The Charge was incurred in an invalid currency.

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Proof that a Credit which directly offsets the Disputed Charge has

already been processed

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE R03

NON-RECEIPT OF REQUESTED ITEM

Dispute Description

Complete support and/or documentation were not provided as

requested.

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

Proof that a Credit which directly offsets the Disputed Charge has

already been processed

Issuer Required

Documentation

None

Special Notes

Inquiry required prior to Chargeback.

REASON CODE R13

NON-RECEIPT OF REQUESTED ITEM

Dispute Description

American Express did not receive a response to an Inquiry within the

specific timeframe.

Timeframe to Initiate

Chargeback

120 calendar days from the date of the transaction

Representment

Rights/ Merchant

Action

• Proof Program Merchant responded to the original Inquiry within

the specified timeframe

• Proof that a Credit which directly offsets the Disputed Charge has

already been processed

Issuer Required

Documentation

None

Special Notes

Inquiry required prior to Chargeback.

REASON CODE S01

REVERSAL REQUEST DENIED

Dispute Description

Request for a Chargeback Reversal has been reviewed. The

Chargeback will remain, and Participant Account will not be credited.

Timeframe to Initiate

Chargeback

None

Representment

Rights/ Merchant

Action

None

Issuer Required

Documentation

None

USER GUIDE | CHARGEBACK REASON CODES

Special Notes

No Inquiry required prior to Chargeback.

REASON CODE S04

PENDING REVERSAL RESEARCH

Dispute Description

American Express has received the request for a Chargeback

Reversal. Please allow 2 to 3 weeks for research.

Timeframe to Initiate

Chargeback

None

Representment

Rights/ Merchant

Action

None

Issuer Required

Documentation

None

Special Notes

No Inquiry required prior to Chargeback.

DEBIT CHARGEBACK REASON CODES

If you’re using the Online Chargeback Management System, you will find the debit chargeback

reason codes on both the Level 1 and 2 screens. These codes are established by the payment

brands to categorize the incoming chargeback requests by reason. The codes also appear on

financial reporting associated with chargebacks.

REASON CODE

DESCRIPTION

A02

Consumer Charged More Than Once

A03

Adjustment Reversal Duplicate Transaction

A04

Fraudulent Transaction

A05

Cardholder Received Goods Not Charged Systems Error

A06

Cardholder Disputing Charge

A07

Incorrect Dollar Amount

A08

Other Error

A09

Cardholder Does Not Recognize Transaction Adjustment Reversal

A10

Dup/Fraud Multiple Transactions

A11

Declined/No Auth

A12

Incorrect Trans Code

USER GUIDE | CHARGEBACK REASON CODES

A13

Cancelled Recurring Transaction

A14

Non-Receipt Of Goods/Svcs

A15

Late Presentment

A16

Paid By Other Means

A17

Credit Not Processed

A18

Cardholder Cancelled Transaction

A19

Fraud Transaction — Card Pres Transaction

A20

Transaction Exceeds Allowable Amount

A21

Not As Described/Defective Merchandise

A22

Processing Error

A23

No Chargeback Reason Given

A24

Merchant Initiated Debit Chargeback

A25

Incorrect Currency

A26

Incorrect Account Number

A27

Invalid Data

A28

Counterfeit Merchandise

NETWORK

TIMEFRAME TO INITIATE

CHARGEBACK

MERCHANT RESPONSE

TIMEFRAME

ATH

180 days

All ATH chargebacks will be initiated as

retrieval requests. If no response to

retrieval request is received within 24

days, then there are no representment

rights

ACCEL

60 days

ACCEL PIN: 14 days

ACCEL PINLESS: 39 days

AFFN

120 days

24 days

CHASE NET

120 days

39 days

CU24

120 days

24 days

INTERLINK

120 days

24 days

JEANNIE

180 days

10 days

MAESTRO

90 days

39 days

USER GUIDE | CHARGEBACK REASON CODES

NYCE

180 days

14 days

PULSE

120 days

39 days

SHAZAM

180 days

39 days

STAR

120 days

24 days

USER GUIDE | CHARGEBACK REASON CODES

REASON CODE TYPE

DESCRIPTION

MERCHANT REQUIRED DOCUMENTATION

A02

Consumer Charged More Than

Once

Copy of two or more Debit card receipts

A03

Adjustment Reversal

No Docs required as this is Acquirer initiated

A04

Fraudulent Transaction

No representment rights for PINless transactions unless it

can be shown that the cardholder has been credited by other

means

A05

Cardholder Recvd Goods Not

Charged

No Docs required as this is Acquirer initiated

A06

Cardholder Disputing Charge

Copy of Debit card receipt

A07

Incorrect Dollar Amount

Copy of Debit card receipt

A08

Other Error

Copy of Debit card receipt

A09

Cardholder Does Not Recognize

Txn

Copy of Debit card receipt

A10

Dup/Fraud Mult Transactions

Copy of two or more Debit card receipts

A11

Declined/No Auth

Copy of Debit card receipt

A12

Incorrect Trans Code

Copy of Debit card receipt

USER GUIDE | CHARGEBACK REASON CODES

A13

Cancelled Recurring Transaction

Evidence that one of the following:

• Evidence that the Cardholder did not cancel the

Recurring Payments Plan in accordance with the

Merchant's policy

• Evidence that the Cardholder did not cancel the

Recurring Payments Plan at least 15 calendar days prior

to the posting of the Card

• Evidence that the cancellation number provided by the

Cardholder, Issuer or Issuer Processor in support of the

Dispute is invalid and that, the Disputed Card

Transaction was processed correctly

• Evidence that the Acquirer or Acquirer Processor issued

Credit(s) to the Account for the amount(s) subject to

Dispute

A term of the Recurring Payments Plan that requires the

Cardholder to pay the amount(s) subject to Dispute,

notwithstanding the termination or cancellation of the

Recurring Payments Plan

A14

Non-Receipt Of Goods/Svcs

Proof Goods or Services were received; Receipt, Signed

Billing of Lading

USER GUIDE | CHARGEBACK REASON CODES

A15

Late Presentment

Evidence that one of the following:

• Evidence that the Processor complied with delayed

delivery requirements and obtained a valid Authorization

Response within the applicable number of calendar days

of the Ship Date, expected delivery date or Processing

attempt

• Evidence, such as a signed work order, that the

Cardholder approved the submission by the Acquirer,

Acquirer Processor or Merchant of Transaction clearing

data for posting to the Account more than the applicable

number of calendar days after the Transaction date

• Evidence that the Merchant completed a custom order

for the Cardholder, obtained a valid Authorization

Response at the time of order and submitted the

Transaction clearing data as the final payment by the

Cardholder once the custom order was completed, as

indicated in a work order or other agreement signed by

the Cardholder

A16

Paid By Other Means

Copy of Debit card receipt

USER GUIDE | CHARGEBACK REASON CODES

A17

Credit Not Processed

Evidence that one of the following:

• Transaction documentation signed by the Cardholder

indicating that the Cardholder authorized the Card

Transaction

• Evidence that the Cardholder received the goods or

services and a Purchase was completed correctly

• Evidence that a Credit was made to the Account in the

amount subject to Dispute

• Evidence that a Credit is not due because the

Cardholder did not return the goods to the Merchant

• Evidence that an in-store credit was issued in accordance

with the Merchant's established policy

A18

Cardholder Cancelled Transaction

• The Transaction Receipt or other record to prove that the

Merchant properly disclosed a limited return or

cancellation policy at the time of the Transaction

• Evidence to demonstrate that the Cardholder received

the Merchant's cancellation or return policy and did not

cancel according to the disclosed policy

A19*

Fraud Transaction — Card Pres

Transaction

No representment rights if the card is chip enabled and the

sale took place on a Non EMV terminal unless it is a Fall

Back Transaction. (see special notes)*

A20

Transaction Exceeds Allowable Amt

Copy of Debit card receipt

USER GUIDE | CHARGEBACK REASON CODES

A21

Not As Described/ Defective

Merchandise

Evidence that one of the following:

• A credit or Reversal issued by the Merchant was not

addressed by the Issuer in the Dispute

• The Dispute is invalid

• The Cardholder no longer disputes the Transaction

All of the following:

• Documentation to prove that the merchandise or service

matched what was described (including the description of

the quality of the merchandise or service) or was not

damaged or defective

• Merchant rebuttal to the Cardholder's claims

• If applicable, documentation to prove that the Cardholder

did not attempt to return the merchandise or certification

that the returned merchandise has not been received

A22

Processing Error

Copy of Debit card receipt

A23

No Chargeback Reason Given

Copy of Debit card receipt

A24

Merchant Initiated Debit

Chargeback

No representment rights

A25

Incorrect Currency

Transaction Receipt or other record that proves that the

Transaction currency was correct

A26

Incorrect Account Number

Transaction Receipt or other record to prove that the

Account Number was processed correctly

A27

Invalid Data

Copy of Debit card receipt

USER GUIDE | CHARGEBACK REASON CODES

A28

Counterfeit Merchandise

Evidence of one of the following:

• Documentation to support the Merchant’s claim that the

merchandise was not counterfeit

• Transaction documentation or other compelling evidence

indicating that the Cardholder approved the quality of

goods or services

• Evidence that the Cardholder signed a work order to

indicate that the Merchant completed a correction of the

quality of goods or services

• Documentation that the Cardholder rejected an attempt

by the Merchant to correct the quality of goods or

received services

• Documentation that the Cardholder never canceled or

rejected the goods or services and has possession of

goods or services

• Evidence that the Cardholder claim was satisfactorily

resolved directly with the Merchant

• Evidence that the quality of goods and services provided

complied with the Merchant's established policy

• Evidence that the Merchant accepted a voucher for

payment towards goods or services (e.g., a rental

contract showing that the voucher was accepted by the

Merchant)

• Evidence that the goods were not Counterfeit

Merchandise

• Evidence disclosing the terms agreed upon with the

Cardholder refuting the allegation of misrepresentation

and that goods or services were rendered as described

in the terms agreed to by the Cardholder

USER GUIDE | CHARGEBACK REASON CODES

Additional evidence that may be submitted includes any of

the following regarding a Dispute:

• Letters, emails, photographs, faxes or other written

correspondence exchanged between the Merchant and

the Cardholder

• Receipts, work orders or other documents signed by the

Cardholder, substantiating that the Cardholder received

the goods or services

• For “site-to-store” Card Not Present Transactions,

Merchant may provide the Cardholder's signature on the

pick-up form or copy of Cardholder identification

• Proof of delivery or evidence that the goods or services

were delivered as directed by the Cardholder

Any of the following for a Card Not Present Transaction:

• Cardholder confirmation of registration to receive

electronic delivery of goods or services

• Cardholder's email or IP address, date and time of

download, description of goods downloaded or log

documenting the receipt of downloaded material on or

after the Transaction date

SPECIAL NOTES:

* Reason Code Type A19: Fall Back Transaction is an EMV Chip Card Transaction initially attempted at a Chip-Reading Device, where

the device’s inability to read the Chip prevented the Transaction from being completed using the Chip Card data, and the Transaction

is instead completed using an alternate means of data capture and transmission

USER GUIDE | CHARGEBACK REASON CODES

JCB TIME FRAMES

Processing rules for JCB USD currency transactions are governed by Discover Chargeback

Reasons Codes.

First Chargebacks

The Issuer has 120 calendar days to initiate JCB chargebacks with the following exceptions:

• Credit Not Received (G) — may not be initiated until at least 60 calendar days but no more

than 120 calendar days from the credit draft voucher date

• Non-Receipt of Item (Q) — may not be initiated until at least 21 calendar days but no more

than 45 calendar days, from the date of the original retrieval request

Representments

Clients have 39 calendar days to request recourse under the following circumstances:

• Additional information can be provided to remedy the chargeback

• The documentation required from the issuer to support the chargeback was not received or

was incomplete

• The chargeback was invalid

• The transaction reference number and/or the cardholder’s account number was invalid

• The chargeback was misrouted

Second Chargebacks

The Issuer may submit a second chargeback within 45 calendar days of the first representment

date under the following circumstances:

• It was incorrect or did not remedy the first chargeback

• The documentation required was not received or was incomplete

• Documentation missing from the first chargeback can be provided

A different chargeback reason code, not apparent when the item was first charged back, is now

apparent The transaction reference number and/or the cardholder’s account number was invalid

or was not the same as the original and can be correctly provided.

USER GUIDE | CHARGEBACK REASON CODES

JCB CHARGEBACK REASON CODES

For each code, the name, the type of chargeback, a description of the claim, the amount that may be charged

back and what supporting documentation is needed for representment is indicated.

Processing rules for JCB USD currency transactions are governed by Discover Chargeback Reasons Codes.

CODE

NAME

CARDHOLDER (C)/

ISSUER (I) CLAIM

CHARGEBACK

SUPPORTING DOCUMENTATION

Transaction

Amount

Differs

transaction amount to be incorrect

Amount of error

Photocopy of the cardholder’s copy of draft

Transaction

Amount

Changed

without cardholder’s permission after

completion of transaction

Amount of alteration

Photocopy of the cardholder’s copy of the

transaction

Authorization

Declined

(I) Transaction was processed after

merchant received notification via

authorization process not to honor the

card

Amount of

transaction

None

Cancelled

Recurring

Transaction

notified merchant to cancel recurring

transaction

Amount of

transaction

Copy of cardholder’s written complaint

Cardholder

Dispute —

Not As

Described

never received, were broken or

otherwise unsatisfactory in some way

and attempt was made to return the

merchandise and/or to contact the

merchant to resolve the dispute

Amount of

transaction

Copy of cardholder’s written complaint

In case of a dispute with a

telecommunications merchant, the

cardholder does not need to contact the

merchant prior to issuing a complaint

USER GUIDE | CHARGEBACK REASON CODES

CODE

NAME

CARDHOLDER (C)/

ISSUER (I) CLAIM

CHARGEBACK

SUPPORTING DOCUMENTATION

Account

Number on

Warning

Bulletin

(I) Card accepted for payment was

listed on the JCB Stop List or Hot

Card Notice

Amount of

transaction

None

Credit Not

Processed

never received

Amount of the credit

due

Copy of the cardholder’s written complaint

and copy of the credit voucher

See previous discussion of timeframes

Duplicate

Processing

cardholder account number was

processed more than once

Amount of duplicate

transaction

Reference numbers for each transaction, or

if two different acquirers involved, a copy of

the first charge

Expired Card

(I) Merchant completed transaction

after card expiration date

Full amount of

transaction

None

Requested

Item Illegible

(I) Information on the transaction

cannot be read or does not include

the required data

Full amount of

transaction

Provide illegible copy with the illegible data

indicated

Imprinting of

Multiple

Drafts

one transaction at the merchant site

Full amount of

additional

transactions

Copy of sales draft for acknowledged

transaction and copy of cardholder’s written

complaint

Incorrect

Account

Number

(I) Account number transmitted does

not match actual cardholder’s

account number

Full amount of

transaction

None

Incorrect

Transaction

Amount

(I) Improper amount appears on

transaction

Amount of

processing error

None

Merchant must obtain copy of the original

transaction to verify original amount

USER GUIDE | CHARGEBACK REASON CODES

Late

Presentment

(I) Transaction was received more

than 10 days after the actual

transaction date

Full amount of

transaction

None

Credit

Posted as a

Purchase

(I) Credit posted as a debit/debit

posted as a credit

Twice the amount of

the original

transaction

None

No Imprint

Obtained

authorize the transaction

Full amount of

transaction

Copy of cardholder’s written complaint

1. Issuer must obtain original or copy of draft to

verify there is no imprint

This CB does not apply to MO/TO or

electronically captured items

Non-Receipt

of Requested

Item

Full amount of

transaction

None

Signature

Not Obtained

not received(C) Cardholder did not

make nor from merchant authorize

the transaction

Full amount of

transaction

Copy of cardholder’s written complaint

1. Issuer must obtain original or copy of

transaction to verify there is no cardholder

signature

This CB does not apply to MO/TO

Requested/

Required

Auth Not

Obtained

(I) Transaction exceeding established

merchant floor limit was processed

without receiving proper authorization

Full amount of

transaction

None

Unauthorized

Purchase

authorize a Mail order/Telephone

order (MO/TO), Recurring

Transaction, or Magnetic Stripe

Reading Telephone Transaction

Full amount of

transaction

Copy of cardholder’s written complaint

Issuer must obtain copy of draft to verify that

unauthorized purchase was made

USER GUIDE | CHARGEBACK REASON CODES

No Show

(C)

Reservations were cancelled

prior to 6 PM local time on

date of scheduled arrival (4

PM local time for resort

properties)

Accommodations were used

and paid for by other means

Alternate accommodations

were provided by the merchant

Amount of the No Show

charge is different from the

rate quoted to the cardholder

Cancellation policy not

properly disclosed to

cardholder

Full or partial

amount of the

transaction

Copy of cardholder’s written complaint

documenting the particular dispute reason

USER GUIDE | CHARGEBACK REASON CODES

MERCHANT SERVICES CHARGEBACK REASON

CODES

This table lists the reason codes used internally by Merchant Services for Rejects, Reversals and Exceptions.

REASON CODE

DESCRIPTION

RJ — Rejects

This code is used to identify rejected items that are processed through

the chargeback system. These items, which we received for processing,

are rejected and cannot be passed through Interchange for a specific

reason or reasons.

For Example:

• Incorrect credit card number

• Stale-dated or missing authorization and the card number appears

on the Warning Bulletin (Visa only)

• All reason code RJ items are returned to the merchant. Upon

receiving such items, you should take the steps necessary to confirm

the credit card number with the cardholder and to obtain a valid

authorization for the transaction. Once the new information is

obtained, the item may be resubmitted for processing along with

your regular sales transactions.

RV — Reversals

The RV reason code indicates the reversal of a previous chargeback

transaction that was sent to us by the issuer in error.

A reason code RV credit indicates an offset to a previous chargeback. A

reason code RV debit indicates an adjustment. Upon receipt of the item,

refer to the messages on the Chargeback Document or on the online

chargeback management system screen.

USER GUIDE | CHARGEBACK REASON CODES

98 — Exception

Processing

This code is used to identify all exception adjustment processing items:

Pre-Arbitration (Incoming and Outgoing)

Arbitration (Incoming and Outgoing)

Collection items (Incoming and Outgoing)

Pre-Compliance items (Incoming and Outgoing)

Miscellaneous credits or debits sent by an issuer