View Dispute Code Information & Defense Requirements

The Dispute Management section of the CS Pay Portal provides a comprehensive view of all transactions that have been disputed by a patient's issuing bank over credit card/debit card/ACH transactions.

Here are a few examples wherein a patient (cardholder) may initiate a dispute:

• Noticing a fraudulent transaction.
• Twice debited for the same transaction.
• The transaction was processed but not as intended, etc.

When patients refute a transaction that has been made on their card, their issuing bank files for a chargeback, which will be approved or rejected based on the verification of the evidence. On the practice's side, relevant documents are uploaded to verify and take appropriate action in the matter.

Track and Take Action on Disputes

Perform the steps below to take action.

• Navigate to System Menu > CS Pay.

• Navigate to Dispute Management.

• Select the required Merchant ID from the drop-down list.
• Click Apply.

• Select the required Period.

The Dispute Management grid opens up.

• Click the View button near the required dispute.

The Transaction Detail slide-out panel opens up.

• In the Dispute Details section, click the drop-down to view the details of the dispute.

• The Dispute Code is displayed on the left side.
  • Copy the Dispute Code to view more information.

Tip: Press Ctrl+F on Windows/Command + F on Mac to search for the copied dispute code within this help article.

To locate Defense Requirements,

• Click the Learn More link in the Dispute Details section, which directs you to this Help Article.

• Below, you can view the related information of the Codes and the Defense Requirements.

Note: The Defense Requirements are separated from the main table for better readability and will contain detailed information about what documentation is needed for your specific dispute type.

Dispute Reason Codes and Defense Requirements

Chargeback

This tab lists the most common chargeback reason codes per scheme.

For each scheme, you can see reference tables separated by chargeback type, such as fraud, processing error, or consumer disputes. Each table shows descriptions of the chargeback reason codes, if you can defend the chargeback, and if so, within what timeframe of receiving the Notification of Chargeback (NoC). If applicable, there is a link to the defense requirements.

ACH Direct Debit

Reason Code	Reason	Description
R01	Insufficient funds	You can retry the transaction up to two times within 30 days of the original authorization date.
R02	Account closed	Retrying the transaction is not allowed. Initiate a new transaction using an external validation service.
R03	No Account/Unable to locate account	The provided account information is incorrect. Retrying the transaction is not allowed. Initiate a new transaction using an external validation service.
R04	Invalid account number	The provided account number is incorrect. Retrying the transaction is not allowed. Initiate a new transaction using an external validation service.
R05	Unauthorized debit to consumer account	A corporate transaction was charged to a consumer account and was disputed by the customer. Suspend any recurring payments and resolve the issue with the customer. If you are going to debit the same account for a new transaction, make sure the customer's bank stops blocking transactions from your company to this account.
R06	Returned per ODFIs request	Your bank asked the customer's bank to reverse the transaction. Retrying the transaction is not allowed. Contact your bank.
R07	Authorization revoked by customer	The customer informed their bank they revoked authorization for the transaction. Suspend any recurring transactions and resolve the issue with the customer. If you are going to debit the same account for a new transaction, make sure the customer's bank stops blocking transactions from your company to this account.
R08	Payment stopped or stop payment on item	The customer instructed their bank to not honor a payment they previously authorized. Resolve the issue with the customer. When initiating a new transaction (using an external validation service), get new proof of authorization from the customer. If you are going to debit the same account, make sure the customer's bank stops blocking transactions from your company to this account.
R09	Uncollected funds	Insufficient funds. You can retry the transaction up to two times within 30 days of the original authorization date.
R10	Customer Advises Originator is Not Known to Receiver and/or Originator is Not Authorized by Receiver to Debit Receiver’s Account	The customer disputed the transaction. Retrying the transaction is not allowed. Resolve the issue with the customer. If you are going to debit the same account for a new transaction, make sure the customer's bank stops blocking transactions from your company to this account.
R11	Customer Advises Entry Not in Accordance with the Terms of the Authorization	The customer informed their bank that the payment is not in accordance with the authorization terms. Suspend any recurring transactions and resolve the issue with the customer. You can retry the transaction within 60 days of the original settlement date.
R12	Branch sold to another DFI	The customer's account has migrated to another financial institution. Ask the customer to update their account details in your system.
R13	Invalid ACH routing number	The provided routing number does not belong to any bank in the ACH network. Ask the customer for the correct routing number, or contact your bank if you are sure the number is correct.
R15	Beneficiary or account holder deceased	Contact the bank of the deceased account holder or account beneficiary.
R16	Account frozen	Contact your customer to obtain a different form of payment. The bank account cannot be used while it is frozen. This return code should be a red flag for your business. If you see this code, do your due diligence around verifying the identity of your customer.
R17	File record edit criteria	The customer's bank had a technical problem with processing the ACH transaction.
R20	Non-transaction account	The provided bank account cannot be used for ACH payments. Ask the customer for permission to charge a different ACH-enabled bank account.
R29	Corporate customer advises not authorized	The company you tried to charge has disputed the transaction. Retrying the transaction is not allowed. Resolve the issue with the other company. If you are going to debit the same account for a new transaction, make sure the other company's bank stops blocking transactions from your company to this account. It is possible the issue is resolved if the other company adds the Adyen ACH Company ID for payments to the allow list of their business account. Note: The clients can try contacting their Insurance Carriers to add Adyen's ACH Company ID 8263863381 to the allow list of their issuing banks. Please note that the issuing banks require that the carriers themselves reach out to get this added
R31	Permissible return entry	The business account holder or their bank has asked to reverse the transaction. Contact your bank for more information. Contact the customer to resolve the issue.
R51	Item is ineligible, notice not provided, signature not genuine	To determine what to do, you need to find out the underlying reason why the payment was returned. Contact Adyen if you need help.

American Express

Based on the region in which you have set up American Express, you will receive reason codes from one of these columns:

• Reason Code North America: Canada and the United States of America.
• Reason Code: All other countries/regions.

Fraud

Reason Code	Reason Code-North America	Reason	Description	Defendable	Timeframe	Defense Requirements
4527	F10	Missing Imprint	The cardholder denies participation in a charge that was not processed using Magnetic Stripe or Chip Card Data.	Yes	14 days from receiving the NoC	Missing imprint
4534	F24	No Card Member Authorization/Multiple ROCs (Record of Charge)	The cardholder denies participation in the charge submitted, and you have failed to provide proof that the cardholder did participate in the transaction.	Yes	14 days from receiving the NoC	No card member authorization/Multiple ROCs
4540	F29	Card Not Present (fraud)	The cardholder denies participation in a card-absent environment such as Mail Order/Telephone Order (MOTO) or online transaction.	Yes	14 days from receiving the NoC	Card not present
4763	FR2	Full recourse	The cardholder challenged the charge, and you have been placed in the Fraud Full Recourse Program.	No	NA	NA
4798	F30	Fraud Liability Shift – Counterfeit	The cardholder claims that they did not authorize or participate in a transaction that you processed.	Yes	14 days from receiving the NoC	Fraud liability shift - counterfeit
4799	F31	Fraud Liability Shift – Lost/Stolen/Non-Received	The cardholder claims that they did not authorize or participate in a transaction that you processed.	Yes	14 days from receiving the NoC	Fraud liability shift – Lost/Stolen/Non-Received
	FR4	Placed in Immediate Chargeback Program	The cardholder challenged the charge, and you have been placed in the Immediate Chargeback Program.	No	NA	NA
	FR6	Placed in the Partial Immediate Chargeback Program	The cardholder challenged the charge, and you have been placed in the Partial Immediate Chargeback Program.	No	NA	NA

Authorization

Reason Code	Reason Code-North America	Reason	Description	Defendable	Timeframe	Defense Requirements
4521	A01	Incorrect Transaction Amount Presented - Charge Amount Exceeds Authorization Amount	The charges submitted were either incorrect or exceeded the authorized amount.	Yes	14 days from receiving the NoC	Incorrect transaction amount presented
4521	A02	No Valid Authorization	The payment could not be authorized.	Yes	14 days from receiving the NoC	No valid authorization
4755	A08	Authorization Approval Expired - No Valid Authorization	The payment could not be authorized because the transaction expired.	Yes	14 days from receiving the NoC	Authorization approval expired

Processing Errors

Reason Code	Reason Code-North America	Reason	Description	Defendable	Timeframe	Defense Requirements
4507	P05	Incorrect Transaction Amount Presented	Charges were incorrectly submitted by using an incorrect amount.	Yes	14 days from receiving the NoC	Incorrect transaction amount presented
4507	P22	Non-matching Card Number	The card number used for the transaction is not assigned to a valid account nor to the cardholder.	Yes	14 days from receiving the NoC	Non-matching card number
4512	P08	Multiple Processing/Duplicate Charge	A charge was incorrectly submitted more than once to the cardholder's account.	Yes	14 days from receiving the NoC	Multiple processing/Duplicate charge
4523	P01	Invalid/Incorrect Card Number - Unassigned Card Number	The card number used for the transaction is not assigned to a valid account or to the cardholder	Yes	14 days from receiving the NoC	Invalid/Incorrect card number
4530	P23	Currency Discrepancy	The cardholder was advised that the charge is in a currency that differs from what they originally agreed upon.	Yes		Currency discrepancy
4536	P07	Late presentment/Late submission	The transaction was not captured within the timeframe.	No	NA	NA
4752	P03	Credit / Debit Presentment Error	The cardholder was debited for a transaction that should have been a credit.	Yes	14 days from receiving the NoC	Credit not processed as a charge
4752	P04	Credit / Debit Presentment Error	The cardholder was credited for a transaction that should have been a debit.	Yes	14 days from receiving the NoC	Charge not processed as a credit
4758	F22	Expired/Not Yet valid card	The transaction completed with an expired card.	No	NA	NA

Consumer Disputes

Reason Code	Reason Code-North America	Reason	Description	Defendable	Timeframe	Defense Requirements
4513	C02	No Credit Received/Credit not Processed	A credit has not been applied to the cardholder's account for either of the following reasons: Goods/services canceled. You have made an advance deposit or payment. A no show reservation.	Yes	14 days from receiving the NoC	No credit received/credit not processed
4513	C04	Goods and Services not Received/Refused	The cardholder claims that the goods or services they purchased at your business were not received or refused	Yes	14 days from receiving the NoC	Goods and services not received/refused
4513	C05	Goods Returned/Canceled	The cardholder claims that the goods/services they ordered were canceled.	Yes	14 days from receiving the NoC	Goods returned/canceled
4513	C18	No Show or Canceled CARDeposit (card deposit) / Lodging reservation canceled or a credit for a CARDeposit charge was not received	The cardholder claims that they have canceled a lodging reservation or they did not receive a credit for a CARDeposit transaction.	Yes	14 days from receiving the NoC	No show or canceled CARDeposit
4515	C14	Paid through Other Means	The cardholder provided proof of payment by another method.	Yes	14 days from receiving the NoC	Paid through other means
4532	C32	Damaged and/or Defective Goods/Services	The cardholder disputes the quality of the merchandise or services.	Yes	14 days from receiving the NoC	Damaged and/or defective goods/services
4544	C28	Cancellation of Recurring Goods/Services	The cardholder claims that their account continues to be billed for recurring goods or services they have previously canceled or revoked.	Yes	14 days from receiving the NoC	Cancellation of recurring goods/services
4553	C31	Not as Described	The goods or services received from your business were either not as described by your business or the price should be lower than that claimed by your business.	Yes	14 days from receiving the NoC	Not as described
4554	C08	Goods/Services Not Received or Only Partially Received.	The cardholder claims that they did not receive the goods/services or only partially.	Yes	14 days from receiving the NoC	Goods/Services not received or only partially received
4750	M10	Vehicle Rental - Damages, Theft, or loss of Use/ Car Rental Charge in Dispute	The cardholder claims that they have been incorrectly billed for damages, theft, or loss of use	Yes	14 days from receiving the NoC	Car rental charge in dispute

Retrieval Chargebacks

Reason Code	Reason Code-North America	Reason	Description	Defendable	Timeframe	Defense Requirements
4516	R13	No Reply / No Response for Inquiry Provided	American Express did not receive a response to a previous inquiry within the specified timeframe.	Yes	14 days from receiving the NoC	No reply
4517		Request for Support Illegible/Incomplete	The documents received from you were insufficient and/or did not link the transaction to the cardholder.	Yes	14 days from receiving the NoC	Request for Support
4571	R03	Complete support and/or Documentation not Provided/ Insufficient Reply	Documentation is missing and not provided as requested.	Yes	14 days from receiving the NoC	Complete support and/or documentation not provided
4754	M01	Authorization to process Chargeback Received/ Chargeback Authorization	American Express has received authorization to process the chargeback.	Yes	14 days from receiving the NoC	Chargeback authorization

Diners

Fraud

Reason Code	Reason	Description	Defendable	Timeframe	Defense Requirements
C41	Fraud - Card Present Transaction	The cardholder did not authorize or participate in a card-present transaction.	Yes	25 days from receiving the NoC	Fraud–Card present transaction
C42	Fraud - Card Not Present Transaction	The cardholder did not authorize or participate in a transaction conducted in a card-absent environment such as online, Mail Order/Telephone Order (MOTO), or other options.	Yes	25 days from receiving the NoC	Fraud-Card absent transaction
C46	Multiple Charges at Service Establishment Fraudulent Transaction	The cardholder acknowledges participating in at least one transaction but denies participating in one or more other charges at the same service establishment.	No	NA	NA
C53	Fraud – Chip Card Counterfeit Transaction	The cardholder claims that they did not authorize or participate in a transaction that you processed.	No	NA	NA
C54	Fraud – Lost or Stolen Chip and PIN Card Transaction	The cardholder did not authorize or participate in a card-present transaction.	No	NA	NA

Authorization

Reason Code	Reason	Description	Defendable	Timeframe	Defense Requirements
A02	Authorization Processing Errors	The payment could not be authorized because of errors.	No	NA	NA
A06	Unissued Account Number	The account number does not correspond to the account numbers the issuer has on file for this cardholder.	No	NA	NA

Processing Errors

Reason Code	Reason	Description	Defendable	Timeframe	Defense Requirements
B24	Late Presentation	The transaction was not sent to Diners within the timeframe.	No	NA	NA
B25	Duplicate Charge	The cardholder claims that a single transaction was processed more than once.	Yes	25 days from receiving the NoC	Duplicate processing
B26	Alternate Settlement Currency Incorrect Exchange Rates	The cardholder claims that the converted amount of charge on an international transaction is incorrect.	Yes	25 days from receiving the NoC	Incorrect currency
B27	Incorrect Currency	You sent a transaction that was processed with an incorrect currency code. The cardholder was not advised or did not agree that Dynamic Currency Conversion (DCC) would occur.	Yes	25 days from receiving the NoC	Incorrect currency
D61	Altered Amount	The cardholder claims that the amount they agreed to pay differs from the amount charged.	Yes	25 days from receiving the NoC	Incorrect amount
D67	Card member Paid by Other Means	The cardholder claims that they paid for the merchandise or service by other means such as cash, check, another card, or other options.	Yes	25 days from receiving the NoC	Paid by other means

Consumer Disputes

Reason Code	Reason	Description	Defendable	Timeframe	Defense Requirements
D62	Non-Receipt of Goods or Services	The cardholder claims that they did not receive the goods or services they purchased at your business.	Yes	25 days from receiving the NoC	Services not provided/Merchandise not received
D66	Credit not Processed	A credit has not been applied to the cardholder's account for either of the following reasons:   Goods/services canceled. You have made an advance deposit or payment. A no show reservation.	Yes	25 days from receiving the NoC	Credit not processed
D69	Canceled Recurring Transactions	The cardholder claims that their account continues to be billed for recurring goods or services they have previously canceled or revoked.	Yes	25 days from receiving the NoC	Canceled recurring transaction
D70	Card member Does Not Recognize	The cardholder does not recognize the transaction and claims that they did not authorize the charge to their credit card.	Yes	25 days from receiving the NoC	Cardholder does not recognize

Discover

Fraud

Reason Code	Reason	Description	Defendable	Timeframe	Defense Requirements
4752	Does not Recognize	The cardholder claims that they do not recognize the transaction and states that they did not authorize the charge to their credit card.	Yes	25 days from receiving the NoC	Fraud–Card present transaction
4866	Fraud Chip Card Counterfeit Transaction	The cardholder claims that they did not authorize or participate in a transaction that you processed.	No	NA	NA
4867	Fraud Chip Card and PIN Transaction	The cardholder claims that they did not authorize or participate in a transaction that you processed.	No	NA	NA
7010	Fraud Card Present Transaction	The cardholder claims that they did not authorize or participate in a key-entered or unattended transaction conducted in a card-present environment.	Yes	25 days from receiving the NoC	Fraud–Card present transaction
7030	Fraud Card Not Present Transaction	The cardholder claims that they did not authorize or participate in a transaction conducted in a card-absent environment such as online, Mail Order/Telephone Order (MOTO), or other options.	Yes	25 days from receiving the NoC	Fraud-Card absent transaction

Authorization

Reason Code	Reason	Description	Defendable	Timeframe	Defense Requirements
4753	Invalid Card holder Number	The account number does not correspond to the account numbers the issuer has on file for this cardholder.	No	NA	NA

Processing Errors

Reason Code	Reason	Description	Defendable	Timeframe	Defense Requirements
4534	Duplicate Processing	The cardholder claims that a single transaction was processed more than once.	Yes	25 days from receiving the NoC	Duplicate processing
4542	Late Presentation	The transaction was not sent to Discover within the timeframe.	No	NA	NA
4550	Credit/ Debit Posted Incorrectly	An account is posted as debit in place of a credit by mistake.	Yes	25 days from receiving the NoC	Credit/Debit posted incorrectly
4586	Altered Amount	The cardholder claims that the amount they agreed to pay differs from the amount charged.	Yes	25 days from receiving the NoC	Credit/Debit posted incorrectly
4865	Paid by Other Means	The cardholder claims that they paid for the merchandise or service by other means such as cash, check, another card, or other options.	Yes	25 days from receiving the NoC	Credit/Debit posted incorrectly

Consumer Disputes

Reason Code	Reason	Description	Defendable	Timeframe	Defense Requirements
4541	Recurring Payment	The cardholder claims that their account continues to be billed for recurring goods or services they have canceled or revoked.	Yes	25 days from receiving the NoC	Canceled recurring transaction
4553	Cardholder Disputes Quality of Goods or Services	The cardholder is not happy with the quality of the merchandise or service.	Yes	25 days from receiving the NoC	Goods not as described/defective
4755	Non-Receipt of Goods or Services	The cardholder claims that they did not receive the goods or services they purchased at your business.	Yes	25 days from receiving the NoC	Merchandise not received
8002	Credit Not Processed	A credit has not been applied to the cardholder's account for either of the following reasons:   Goods/services canceled. You have made an advance deposit or payment. A no show reservation.	Yes	25 days from receiving the NoC	Credit not processed

JCB

You can defend a JCB chargeback only through the Adyen disputes team.

Fraud

Reason Code	Reason	Description	Defendable	Timeframe	Defense Requirements
527	No Imprint	The sales draft does not contain a JCB Card imprint, the transaction data read from the magnetic stripe, or IC chip of the JCB Card.	Yes	40 days from receiving the NoC	Fraud–Card present transaction
534	Unauthorized Multiple Transaction	Two or more transactions took place at one location, and the cardholder claims that they authorized or participated in only one.	Yes	40 days from receiving the NoC	Fraud–Card absent transaction
546	Unauthorized Purchase	The cardholder did not authorize or participate in the transaction.	Yes	40 days from receiving the NoC	Fraud–Card absent transaction

Authorization

Reason Code	Reason	Description	Defendable	Timeframe	Defense Requirements
501	Non-JCB Card	The card information that was provided does not conform to card specifications for JCB. You did not obtain authorization from the issuer.	No	NA	NA
503	Expired JCB Card	A transaction completed with an expired card.	No	NA	NA
522	Authorization Declined	An authorization request was declined.	No	NA	NA
523	Incorrect Card number	The account number does not correspond to the account numbers the issuer has on file for this cardholder.	No	NA	NA
547	Card on Stop List	The JCB card presented for payment was listed on a Stop List that was effective at the time of sale.	No	NA	NA

Processing Errors 

Reason Code	Reason	Description	Defendable	Timeframe	Defense Requirements
507	Incorrect Transaction Amount	The cardholder claims that the amount they agreed to pay, differs from the amount charged.	Yes	40 days from receiving the NoC	Incorrect amount
510	Mispost	The account was posted as debit in place of a credit by mistake.	Yes	40 days from receiving the NoC	Credit posted as a purchase
512	Duplicate Processing	The cardholder claims that a single transaction was processed more than once.	Yes	40 days from receiving the NoC	Duplicate processing
524	Addition Error	The cardholder's copy of the sales draft or other transaction record shows an error in adding, which causes the total amount to be incorrect.	Yes	40 days from receiving the NoC	Incorrect amount
525	Altered Amount	The cardholder claims that the amount they agreed to pay, differs from the amount charged.	Yes	40 days from receiving the NoC	Incorrect amount
536	Late Submission	The transaction was not sent to JCB within the timeframe.	No	NA	NA
541	Illegible Item	The issuer of an account requested a copy of a transaction receipt on behalf of the cardholder but did not receive a readable copy.	No	NA	NA
581	Split Sale	The transaction that required an authorization decision was split into two or more card sales to avoid authorization, and if the entire sale was submitted for authorization as one transaction, it would have been declined.	No	NA	NA
583	Paid by Other Means	The cardholder claims that they paid for the merchandise or service by other means such as cash, check, other card, or other options.	Yes	40 days from receiving the NoC	Paid by other means

Consumer Disputes

Reason Code	Reason	Description	Defendable	Timeframe	Defense Requirements
502	Cardmember Dispute	The cardholder claims that the goods or services they purchased at your business did not arrive, were defective, or were not as described.	Yes	40 days from receiving the NoC	Services not provided/Merchandise not received
513	Credit Not Received	A credit has not been applied to the cardholder's account for either:   Canceled goods/services. You have made an advance deposit or payment. A no show reservation.	Yes	40 days from receiving the NoC	Credit not processed
516	Non-Receipt of Requested Item	The cardholder claims that they did not receive the goods or services they purchased at your business.	Yes	40 days from receiving the NoC	Services not provided/Merchandise not received
517	Requested Copy Illegible	The issuer requested a copy of a transaction receipt on behalf of the cardholder but did not receive a readable copy.	Yes	40 days from receiving the NoC	Requested Copy Illegible
537	No show dispute	The cardholder claims that they were not clearly informed about the no-show or cancellation policy at the time of the reservation.	Yes	40 days from receiving the NoC	Addendum dispute
538	Advance Deposit	The cardholder claims that they were not clearly informed about the cancellation policy at the time of the reservation.	Yes	40 days from receiving the NoC	Canceled merchandise/services
544	Canceled Recurring Transaction	The cardholder claims that their account continues to be billed for recurring goods or services they have canceled or revoked.	Yes	40 days from receiving the NoC	Canceled recurring transaction
554	Non-Receipt of Merchandise/Non-Receipt of Cash at ATM	The cardholder did not receive merchandise at the agreed location.	Yes	40 days from receiving the NoC	Services not provided/Merchandise not received

MasterCard

Fraud  

Reason Code	Reason	Description	Defendable	Timeframe	Defense Requirements
4837	No Cardholder Authorization	The cardholder states that they, nor anyone authorized by them, engaged in the transaction.	Yes	40 days from receiving the NoC	No cardholder authorization
4840	Fraudulent Processing of Transactions	The cardholder claims that a fraudulent purchase was made while the card was in the cardholder's possession at the time of the transaction.	No	NA	NA
4849	Questionable merchant activity	The acquirer processed a transaction that was later listed in a Mastercard Global Security Bulletin for violating GMAP, QMAP, or reported to SAFE.	No	NA	NA
4863	Cardholder does not recognize – Potential Fraud	The cardholder claims that they do not recognize the transaction and did not authorize the charge to their credit card.	No	NA	NA
4870	Chip Liability Shift	The cardholder claims that they were in possession of a valid card on the date of transaction, but they did not authorize or participate in the transaction.	No	NA	NA
4871	Chip/PIN Liability Shift	The cardholder claims that they were not in possession of a valid card on the date of transaction, and they did not authorize or participate in the transaction.	No	NA	NA
4999	Domestic Chargeback Dispute (Europe region only)	The issuer can supply this message for a domestic chargeback that doesn't meet another chargeback categorization.	Yes	40 days from receiving the NoC	Merchandise not received

Authorization

Reason Code	Reason	Description	Defendable	Timeframe	Defense Requirements
4802/4808	Requested/Required Authorization not obtained	The payment could not be authorized.	No	NA	NA
4807	Warning Bulletin File	The payment could not be authorized.	No	NA	NA
4812	Account Number Not on File	The account number does not correspond to the account numbers the issuer has on file for this cardholder.	No	NA	NA
4835	Card Not Valid or Expired	A transaction completed with an expired card.	No	NA	NA

Processing Errors - Point of Interaction Error

Following the Mastercard dispute guidelines, processing error chargebacks are filed under reason code 4834 - Point of Interaction Error. This reason code covers the following scenarios:

Reason Code	Reason	Description	Defendable	Timeframe	Defense Requirements
4834	Point of Interaction error	Duplicate Processing: The cardholder paid twice for the same transaction using two different forms of payment.	Yes	40 days from receiving the NoC	Duplicate transaction - Different forms of payment
4834	Point of Interaction error	Duplicate Processing: The cardholder's account has been debited more than once for the same transaction using the same form of payment.	Yes	40 days from receiving the NoC	Duplicate transaction - Same form of payment
4834	Point of Interaction error	Transaction Amount Differs: The cardholder was billed an incorrect amount.	Yes	40 days from receiving the NoC	Transaction Amount Differs
4834	Point of Interaction error	ATM Disputes: Cash was not properly dispensed by an ATM.	Yes	40 days from receiving the NoC	ATM Disputes - Incorrect cash
4834	Point of Interaction error	ATM Disputes: The cardholder's account has been debited more than once for the same ATM transaction.	Yes	40 days from receiving the NoC	ATM Disputes - Account debited more than once
4834	Point of Interaction error	Loss, Theft, or Damages: The cardholder was billed for loss, theft, or damage in the same transaction as the underlying initial service.	Yes	40 days from receiving the NoC	Loss, theft, or damages
4834	Point of Interaction error	You sent a transaction that was processed with an incorrect currency code. Often the cardholder was not advised or did not agree that Dynamic Currency Conversion (DCC) would occur.	Yes	40 days from receiving the NoC	Dynamic currency conversion
4834	Point of Interaction error	The cardholder was billed an unreasonable amount (intra-EEA Transactions, domestic transactions in EEA countries/regions, transactions between an EEA country/region and Gibraltar or the UK, Gibraltar domestic transactions, and UK domestic transactions)	Yes	40 days from receiving the NoC	Unreasonable amount
4834	Point of Interaction error	The cardholder paid an improper merchant surcharge (intra-European and inter-European transactions only).	Yes	40 days from receiving the NoC	Improper merchant surcharge
4834	Point of Interaction error	You processed a credit (instead of a reversal) to correct an error which resulted in a currency exchange loss for the cardholder.	Yes	40 days from receiving the NoC	Currency exchange loss
4834	Point of Interaction error	Late Presentment: The acquirer presented a transaction past the applicable time frame.	Yes	40 days from receiving the NoC	Late presentment

The following reason codes can still be used but will disappear in the future:

Reason Code	Reason	Description	Defendable	Timeframe	Defense Requirements
4831	Transaction amount differs	The cardholder claims that the amount they agreed to pay differs from the amount charged.	Yes	40 days from receiving the NoC	Transaction amount differs
4842	Late Presentment	The transaction was not sent to Mastercard within the timeframe required.	No	NA	NA
4846	Correct Transaction Currency Code not provided	The cardholder claims that the converted amount of charge on an international transaction is incorrect, or you didn't let them choose the currency.	No	NA	NA
4850	Installment Billing Dispute - Credit Posted as a Purchase	An account is posted as a debit instead of a credit by mistake.	No	NA	NA

Consumer Disputes

Following the MasterCard dispute guidelines, consumer dispute chargebacks are filed under reason code 4853 - Cardholder Dispute. This reason code covers the following scenarios:

Reason Code	Reason	Description	Defendable	Timeframe	Defense Requirements
4853 - Legacy code 4855	Services not provided/Merchandise not received	The cardholder claims that the merchandise or services they ordered were not received, or they canceled the order because they didn't receive the merchandise or services within the expected delivery date (or merchandise was unavailable for pick-up).	Yes	40 days from receiving the NOC	Services not provided/Merchandise not received
4853 - Legacy code 4841	Canceled recurring transaction	A recurring transaction was processed after it was canceled, or the cardholder's account was closed.	Yes	40 days from receiving the NOC	Canceled recurring transaction
4853	Goods not as described/defective	The goods or services were either not as described or defective. The goods either arrived broken or could not be used for the intended purpose.	Yes	40 days from receiving the NOC	Goods not as described/defective
4853	Counterfeit merchandise	The merchandise was identified as counterfeit by the customer or a third party, for example, a customs agency. The goods were not produced by the authorized manufacturer and infringe on intellectual property rights.	Yes	40 days from receiving the NOC	Counterfeit merchandise
4853 - Legacy code 4859	Addendum dispute or “no-show” hotel charge was billed	The cardholder claims that they have been charged for a no show after they canceled the service.	Yes	40 days from receiving the NOC	Addendum dispute
4853 - Legacy code 4855	Purchase transaction did not complete	The cardholder claims that they didn't use the merchandise/service as they believed the transaction was not processed.	Yes	40 days from receiving the NOC	Purchase transaction did not complete
4853 -  Legacy code 4860	Credit posted as a purchase Credit not processed	The cardholder claims that the credit was processed as a debit. Or The cardholder contacted their issuer claiming one of the following: You agreed to provide a refund but failed to process that. You didn't disclose your refund policy at the time of the transaction and didn't accept returns or cancellation of the goods or services. You didn't respond to the return or cancellation of the goods or services. You posted a credit for a reduced amount without proper disclosure to the cardholder. You didn't issue a Value Added Tax Credit.	Yes Yes	40 days from receiving the NoC 40 days from receiving the NoC	Credit posted as a purchase Credit not processed

The following reason codes can still be used but will disappear in the future:

Reason Code	Reason	Description
4841	Cancelled Recurring Transaction	A recurring transaction was processed after it was canceled or that the cardholder's account was closed.
4854	Not Elsewhere Classified (U.S. region only)	The cardholder claims they are unhappy with the goods or services provided and that they have been unable to resolve the situation.
4855	Non receipt of merchandise	The cardholder claims that merchandise or services that they ordered were not received or that the cardholder canceled the order as the result of not receiving the merchandise or services by the expected delivery date (or merchandise was unavailable for pick-up).
4860	Credit not Processed	The cardholder's bank received a notice from the cardholder claiming that they received a credit or voided transaction receipt that has not been processed.
6305	Cardholder does not agree with amount billed	The cardholder claims that the amount they agreed to pay differs from the amount charged.

UnionPay (CUP)

Fraud

Reason Code	Reason	Description	Defendable	Timeframe	Defense Requirements
4514	Fraudulent Multiple Transactions	Two or more transactions took place at one location, and the cardholder claimed that they authorized or participated in only one.	No	NA	NA
4515	Cardholder Denies the Transaction	The cardholder claims that neither they, nor anyone authorized by them, engaged in the transaction.	Yes	30 days from receiving the NoC	Cardholder denies transaction
4562	Counterfeit Card	The cardholder claims that they did not authorize or participate in a transaction that you processed.	Yes	30 days from receiving the NoC	Cardholder denies transaction
4803	Risk Merchant	The acquirer processed a transaction that was listed in UnionPay’s risk list.	Yes	30 days from receiving the NoC	Cardholder denies transaction

Authorization

Reason Code	Reason	Description	Defendable	Timeframe	Defense Requirements
4508	Exceeds Limited or Authorized Amount	The chargeback amount is equal to or less than the exceeded limited or authorized amount.	No	NA	NA
4522	Declined Authorization	An authorization request was declined.	No	NA	NA

Processing Errors - Point of Interaction Errors

Reason Code	Reason	Description	Defendable	Timeframe	Defense Requirements
4512	Duplicate Processing	The cardholder claims that a single transaction was processed more than once.	Yes	30 days from receiving the NoC	Duplicate processing for UnionPay
4532	Refund/Credit Not Processed	A credit has not been applied to the cardholder's account for one of the following reasons:   Goods/services canceled. You have made an advance deposit or payment. A no show reservation.	Yes	30 days from receiving the NoC	Refund/Credit not processed
4536	Late Presentment	The transaction was not sent to UnionPay within the timeframe.	No	NA	NA
4806	Paid by Other Means	The cardholder claims that they paid for the merchandise or service by other means such as cash, check, other card, or other options.	Yes	30 days from receiving the NoC	Paid by other means for UnionPay

Consumer Disputes

Reason Code	Reason	Description	Defendable	Timeframe	Defense Requirements
4502	Transaction was Settled but Cash/Goods/Services were not Received	The cardholder claims that the goods or services that were purchased at your business have not been received.	Yes	30 days from receiving the NoC	Goods not received
4507	Cardholder Dispute - Transaction Amount Differs	The cardholder claims that the amount they agreed to pay differs from the amount charged.	Yes	30 days from receiving the NoC	Transaction amount differs
4544	Canceled Transaction	The cardholder's bank received a notice from the cardholder stating that they returned the merchandise or canceled the service, but have not received credit.	Yes	30 days from receiving the NoC	Canceled transaction

Visa

Fraud

Reason Code	Reason	Description	Defendable	Timeframe	Defense Requirements
10.1	EMV Liability Shift Counterfeit Fraud	The cardholder claims that they did not authorize or participate in a transaction that you processed. The terminal was not EMV compliant.	No	NA	NA
10.2	EMV Liability Shift Non-Counterfeit Fraud	The cardholder claims that they did not authorize or participate in a transaction that you processed. The terminal was not EMV compliant.	No	NA	NA
10.3	Other Fraud-Card Present Environment	The cardholder claims that they did not authorize or participate in a key-entered or unattended transaction conducted in a card-present environment.	Yes	18 days from receiving the NoC	Fraud–Card present transaction
10.4	Other Fraud-Card Absent Environment	The cardholder did not authorize or participate in a transaction conducted in a card-absent environment such as internet, mail-order, phone-order, or other options.	Yes	18 days from receiving the NoC	Fraud-Card absent transaction
10.5	Visa Fraud Monitoring Program	Visa notified the cardholder's bank that the Visa Fraud Monitoring Program (VFMP) identified the transaction and the cardholder's bank has not successfully disputed the transaction under another dispute condition.	No	NA	NA

Authorization

Reason Code	Reason	Description	Defendable	Timeframe	Defense Requirements
11.1	Card Recovery Bulletin	The transaction was below your floor limit and was not authorized.	No	NA	NA
11.2	Declined Authorization	An Authorization Request was declined.	No	NA	NA
11.3	No Authorization	The payment could not be authorized.	No	NA	NA

Processing Errors

Reason Code	Reason	Description	Defendable	Timeframe	Defense Requirements
12.1	Late Presentment	The transaction was not sent to Visa within the required timeframe.	No	NA	NA
12.2	Incorrect Transaction Code	The cardholder claims that the converted amount of charge on an international transaction is incorrect.	Yes	18 days from receiving the NoC	Incorrect transaction
12.3	Incorrect Currency	You sent a transaction that was processed with an incorrect currency code. The cardholder was either not advised or did not agree that Dynamic Currency Conversion (DCC) would occur.	Yes	18 days from receiving the NoC	Incorrect currency
12.4	Incorrect Account Number	You either processed the transaction to an incorrect account number or did not authorize the transaction, and it was processed to an account number not on the issuer's master file.	Yes	14 days from receiving the NoC	Incorrect account number
12.5	Incorrect Amount	The cardholder claims that the amount they agreed to pay differs from the amount charged.	Yes	18 days from receiving the NoC	Incorrect amount
12.6.1	Duplicate Processing	The cardholder claims that a single transaction was processed more than once, or they paid for the merchandise or service by other means such as cash, check, other card, and other options.	Yes	18 days from receiving the NoC	Duplicate processing
12.6.2	Paid by Other Means	The cardholder claims that a single transaction was processed more than once, or they paid for the merchandise or service by other means such as cash, check, other card, and other options.	Yes	18 days from receiving the NoC	Paid by other means
12.7	Invalid Data	An authorization was obtained using invalid or incorrect data.	No	NA	NA

Consumer Disputes

Reason Code	Reason	Description	Defendable	Timeframe	Defense Requirements
13.1	Merchandise/Services Not Received	The cardholder did not receive the merchandise/services because you were unwilling or unable to provide these.	Yes	18 days from receiving the NoC	Merchandise not received
13.2	Canceled Recurring	A recurring transaction was processed after it was canceled or that the cardholder's account was closed.	Yes	18 days from receiving the NoC	Canceled recurring
13.3	Not as Described or Defective Merchandise/Services	The cardholder claims that either the goods were not as described or the quality of the merchandise or services is different.	Yes	18 days from receiving the NoC	Defective merchandise or services
13.4	Counterfeit Merchandise	The merchandise was identified as counterfeit by a third party.	Yes	18 days from receiving the NoC	Counterfeit merchandise
13.5	Misrepresentation	The cardholder's bank received a notice from the cardholder claiming that the terms of the sale were misrepresented.	Yes	18 days from receiving the NoC	Misrepresentation
13.6	Credit not Processed	The cardholder's bank received a notice from the cardholder claiming that they received a credit or voided transaction receipt that has not been processed.	Yes	18 days from receiving the NoC	Credit not processed
13.7	Canceled Merchandise/Services	The cardholder's bank received a notice from the cardholder stating that they returned merchandise or canceled services, but the credit has not appeared on the cardholder's Visa statement.	Yes	18 days from receiving the NoC	Canceled merchandise/services
13.8	Original Credit Transaction Not Accepted	The original credit was not accepted.	No	NA	NA
13.9	Non-Receipt of Cash or Load Transaction Value	The cardholder claims that they did not receive cash or only received partial cash at an ATM withdrawal machine.	No	NA	NA

Defense Requirements

The requirements for defending against disputes vary depending on the reason for the dispute. For all types of disputes, you must provide documents with details of transactions to help you build a strong case to challenge the dispute.

Note: Meeting the defense requirements does not guarantee that you will win.

When you defend a dispute, you have to upload one or more defense documents. The number of required defense documents differs per dispute type.

Supply defense documents in the following file formats:

• JPG (maximum file size 10 MB)
• TIFF (maximum file size 10 MB)
• PDF (maximum file size 2 MB)

Specific requirements:

• For Diners and Discover, the maximum file size is 3 MB.
• For Mastercard, the maximum number of pages for a chargeback defense document is 19.
• Klarna only accepts defense documents in PDF format.

Addendum Dispute

• Copy of an invoice.
• Description of the goods/services.
• Proof that a credit or reversal that you issued was not addressed by the issuer.
• Proof that the cardholder did not cancel the service and made use of your service.
• Proof that the cardholder's cancellation does not comply with your written policies.
• Terms and conditions and that the consumer did not adhere to these. Include screenshots of the relevant terms and conditions and not just a link.
• Screenshot of the checkout page that the consumer actively agreed to the terms and conditions at the moment of purchase.

Already Paid

Merchandise/Services/Digital goods:

• Proof that the cardholder has not paid you yet.
• Proof that you refunded the customer if they have transferred the money directly to you.
• Any form of email communication that states the customer did not pay you yet or that any other agreement has been made.

ATM Disputes - Account Debited more than Once

• Documentation of two separate ATM transactions or any document that proves that each ATM transaction was processed separately.
• If only one withdrawal has taken place, provide the following:
  • Documentation of this single withdrawal.
  • Proof that no other transaction was processed.
  • Proof that the ATM disbursed the correct amount.
• Proof that a refund has been provided (if applicable).

ATM Disputes - Incorrect Cash

• Proof that the ATM disbursed the correct amount.
• Proof that a refund has been provided (if applicable).

Authorization Approval Expired

• Proof that a valid authorization approval took place.
• Proof of a refund (if applicable).

BillDesk Defense Requirements

You can provide only one document per defense. Supply defense documents in the following file formats:

• JPG (maximum file size 500 KB)
• PDF (maximum file size 500 HB)

Canceled Merchandise/Services

Merchandise:

• Proof that the cardholder received your cancellation or return policy and agreed to it at the time of the purchase and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the cardholder did not return the merchandise.
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before the transaction.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel (screenshot of an empty email or phone queue with their details filled out.

Digital Goods:

• Proof that the cardholder received your cancellation or return policy and agreed to it at the time of the purchase and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before the transaction.
• Proof that the cardholder downloaded and used the digital goods.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Services:

• Proof that the cardholder received your cancellation or return policy and agreed to it at the time of the purchase and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the services were used between the billing date and the cancellation date.
• Proof that the cardholder requested cancellation for a different date and services were provided until this date.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Canceled Recurring Transaction

Merchandise:

• Proof that the cardholder received your cancellation or return policy and agreed to it at the time of the purchase and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the cardholder did not return the merchandise.
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before the transaction.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Digital Goods:

• Proof that the cardholder received your cancellation or return policy and agreed to it at the time of the purchase and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before the transaction.
• Proof that the cardholder downloaded and used the digital goods.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Services:

• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the services were used between the billing date and the cancellation date.
• Proof that the cardholder requested cancellation for a different date and services were provided until this date.
• Proof that the cardholder is still interested in the service.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Canceled Transaction

Merchandise:

• Copy of an invoice.
• Email conversation with the cardholder.
• DHL-signed proof of delivery, and AVS match.
• Record of previous non-disputed payments.
• Courier's GPS location proving delivery of the product.
• Cardholder's IP address and the geographical location of the device at the time of the transaction.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• Device ID and, if available, the name of the device or any type of verification, such as email, mobile, or other options.
• Cardholder's name and email address linked to the customer profile or the account.

Digital Goods:

• Confirmation email.
• Description of the digital goods and the date and time they were purchased and downloaded.
• Record of previous non-disputed payments.
• Evidence that the cardholder has accessed and successfully verified the profile or account before the transaction date.
• Cardholder's IP address and the geographical location of the device at the time of the transaction.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• Device ID and, if available, the name of the device or any type of verification, such as email, mobile, or other options.
• Cardholder's name and email address linked to the customer profile or the account.

Services:

• Invoice and description of the service
• Confirmation email that was sent to the cardholders email address
• Documentation proving you provided the service to the cardholder (confirmation email, copy of an invoice).
• Date the cardholder began use of the service.
• Evidence that the cardholder used the service before.
• Record of previous non-disputed payments.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• An IP address that can be connected to the billing address provided by the cardholder.
• Device ID and, if available, the name of the device or any type of verification, such as email, mobile, or other options.

Cancellation of Recurring Goods/Services

Merchandise:

• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the cardholder did not return the merchandise.
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before transaction.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Digital Goods:

• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before transaction.
• Proof that the cardholder downloaded and used the digital goods.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Services:

• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the services were used between the billing date and the cancellation date.
• Proof that the cardholder requested cancellation for a different date and services were provided until this date.
• Proof that the cardholder is still interested in the service.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel such as a screenshot of an empty email or phone queue with their details filled out.

Car Rental Charge in Dispute

• Proof that the charge that was submitted was within the estimation of capital damages that the customer agreed to in writing, plus 15%.
• Proof that the cardholder's claim that the insurance was covering the damage or loss such as a rental agreement evidence of the insurance documentation and that it was not enough to cover the damages.
• Proof that the charge was valid because it was not for theft or loss of use.
• Proof that the cardholder agreed to pay any damages or loss in writing.
• Proof of a refund (if applicable).

Card Not Present

• Proof of delivery to the cardholder's address.
• An AVS check on the address provided by the consumer/cardholder.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• Proof that the cardholder has participated in the charge. This can be done by adding billing authorization, proof of delivery to the cardholder's billing address, contracts, usage details, or other options.
• An IP address that can be connected to the billing address provided by the cardholder.
• Any type of verifications such as email, mobile, or other options.

Cardholder Denies Transaction

Merchandise:

• Copy of an invoice.
• Email conversation with the cardholder.
• DHL-signed proof of delivery, and AVS match.
• Record of previous non-disputed payments.
• Courier's GPS location proving delivery of the product.
• Cardholder's IP address and the geographical location of the device at the time of the transaction.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• Device ID and, if available, the name of the device or any type of verifications, such as email, mobile, or other options.
• Cardholder's name and email address linked to the customer profile or the account.

Digital Goods:

• Confirmation email.
• Description of the digital goods and the date and time they were purchased and downloaded.
• Record of previous non-disputed payments.
• Evidence that the cardholder has accessed and successfully verified the profile or account before the transaction date.
• Cardholder's IP address and the geographical location of the device at the time of the transaction.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• Device ID and, if available, the name of the device or any type of verifications, such as email, mobile, or other options.
• Cardholder's name and email address linked to the customer profile or the account.

Services:

• Invoice and description of the service
• Confirmation email that was sent to the cardholders email address
• Documentation proving you provided the service to the cardholder (confirmation email, copy of an invoice).
• Date the cardholder began use of the service.
• Evidence that cardholder used the service before.
• Record of previous non-disputed payments.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• An IP address that can be connected to the billing address provided by the cardholder.
• Device ID and, if available, the name of the device or any type of verifications, such as email, mobile, or other options.

Cardholder Does Not Recognize

Merchandise/Digital Goods/Services:

• Invoice and a description of the service.
• Confirmation email that was sent to the cardholder's email address.
• Document that proves that you provided the service/goods to the cardholder such as a confirmation email, a copy of an invoice, or other options.
• Proof of refund if the customer was credited back.

Charge for Damages/Theft/Loss Questioned

• Anything that clarifies the transaction, such as an invoice or billing statement.
• Proof that the cardholder accepted terms and conditions at the time of the purchase.
• Proof of terms and conditions.
• Proof that the cardholder was responsible in any way, and they agreed to this responsibility.
• Proof of refund (if applicable).

Charge Not Processed as a Credit

• Proof that the credit was submitted as a charge/debit.
• Proof of a refund (if applicable).

Charge Paid By Another Form of Payment

• Proof that there was no other payment method involved in the transaction.
• Proof that the payment by other means was not related to the disputed transaction.
• Proof of a refund if applicable.

Chargeback Authorization

• Proof of refund.

Chargeback Documentation

• Anything that clarifies the transaction, such as an invoice or billing statement.
• Proof that the cardholder agreed to the transaction, booking, or reservation and received a confirmation.
• Any additional proof such as a website, product description, cancellation and return policy, IP address, or other options.
• Proof of delivery with delivery address and date of delivery.

C/M Does Not Recognize Transaction

• Anything that clarifies the transaction, such as an invoice or billing statement.
• Proof that the cardholder agreed to the transaction, booking, or reservation and received a confirmation.
• Any additional proof such as a website, product description, cancellation and return policy, IP address, or other options.
• Proof of delivery with delivery address and date of delivery.

C/M Needs for Personal Records

• Anything that clarifies the transaction, such as an invoice or billing statement.
• Proof that the cardholder agreed with the contract/policy at the time of the purchase.
• Proof of the contract or policy itself.
• Proof of delivery with delivery address and date of delivery.

C/M Requests Copy Bearing Signature

• Anything that clarifies the transaction, such as an invoice or billing statement.
• Proof that the cardholder agreed with the contract/policy at the time of the purchase.
• Proof of the contract or policy itself.
• Proof of delivery with delivery address and date of delivery.

Credit for a Canceled Lodging Reservation or Car Deposit Requested

• Description of goods/service (invoice).
• Proof of refund if applicable.
• Proof of disclosed cancellation policy and that the customer actively agreed to the policy at the time of the purchase.
• Proof that the cardholder did not adhere to the cancellation policy.
• Any contact in regard to agreements made with the customer, or lack of contact such as an empty email queue that proves that the customer did not try to resolve the issue.

Credit for a Charge Submitted in an Invalid Currency Requested

• Proof that the cardholder actively chose Dynamic Currency Conversion (DCC).
• Copy of a (signed) transaction receipt.
• Proof that a refund has already been provided (if applicable).

Credit for Goods/Services that were Not Received, Requested

• Description of goods/service (invoice).
• Proof of refund if applicable.
• Proof of disclosed cancellation policy and that the customer actively agreed to the policy at the time of the purchase.
• Proof that the customer did not adhere to the disclosed policy and have no right for a refund.
• Proof that the cardholder did not cancel the goods/service.
• Any contact in regard to agreements made with the customer, or lack of contact such as an empty email queue that proves that the customer did not try to resolve the issue.

Credit for Returned Goods Requested

• Description of goods/service (invoice).
• Proof of refund if applicable.
• Proof of disclosed return policy and that the customer actively agreed to the policy at the time of the purchase.
• Proof that the customer did not adhere to the disclosed policy and have no right for a refund.
• Proof that the cardholder did not return the goods/services.
• Any contact in regard to agreements made with the customer, or lack of contact such as an empty email queue that proves that the customer did not try to resolve the issue.

Credit Not Processed

• Proof that a credit or reversal that you issued was not addressed by the issuer.
• Proof that the cardholder did not return or did not attempt to return the merchandise.
• Proof that the cardholder's return does not comply with your written policies.

Credit Not Processed as a Charge

• Proof that the charge/debit was submitted as a credit.
• Proof of a refund (if applicable).

Credit Not Yet Received

• Description of goods/service (invoice).
• Proof of delivery of goods/service with an AVS match.
• Proof of refund (if applicable).

Credit Posted as a Purchase

• Proof that a credit or a refund has been processed.

Credit/Debit Posted Incorrectly

Merchandise/Digital Goods/Services:

• Description of the purchase.
• Proof that the cardholder agreed to the purchase, such as a signed receipt.
• Proof of a refund (if applicable).

Complete Support and/or Documentation Not Provided

• Any additional proof related to the dispute.
• Proof that documentation was provided within the given timeframe.
• Proof of refund (if applicable).

Currency Discrepancy

• Proof that the cardholder actively agreed to the charged currency at the time of the purchase.
• Proof of a refund (if applicable).

Currency Exchange Loss

• Proof that a refund has been provided.

Counterfeit Card

Merchandise/Digital Goods/Services:

• Copy of a (signed) transaction receipt.
• CCTV footage that the customer did participate in the transaction.
• AVS check on the address provided by the consumer/cardholder.
• Proof that the cardholder did participate in the charge. This can be done by adding billing authorization, proof of delivery to the cardholder's billing address, contracts, usage details, or other options.
• An IP address that can be connected to the billing address provided by the cardholder.
• Any type of verifications such as email, mobile, and other options.

Counterfeit Merchandise

Merchandise:

• Copy of an invoice.
• Description of the goods.
• Neutral third-party opinion.
• Certificate of authenticity.

Damaged and/or Defective Goods/Services

Merchandise:

• Proof that the cardholder did not try to contact you to resolve the problem or returned the merchandise, such as a screenshot of an empty email or phone queue with their details filled out.
• Proof that the merchandise was as described or was not damaged or defective, such as photographs.
• DHL-signed proof of delivery if the merchandise was replaced/repaired.
• Email communication with the cardholder or agreements that were made.

Digital Goods:

• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.
• Proof that the digital goods were as described or was not damaged or defective.
• Proof that the cardholder downloaded and used the digital goods.

Services:

• Proof that the cardholder did not try to contact you to resolve the problem, such as screenshot of an empty email or phone queue with their details filled out.
• Proof that the service was as described.
• Proof that the cardholder used the service.

Damaged or defective goods received

• Description of goods/service (invoice).
• Proof of disclosed return policy and that the customer actively agreed to the policy at the time of the purchase.
• Proof that the customer did not adhere to the return policy.

Defective Merchandise or Services

Merchandise:

• Proof that the cardholder did not try to contact you to resolve the problem or returned the merchandise, such as a screenshot of an empty email or phone queue with their details filled out.
• Proof that the merchandise was as described or was not damaged or defective, such as photographs.
• DHL-signed proof of delivery if the merchandise was replaced/repaired.
• Email communication with the cardholder or agreements that were made.

Digital Goods:

• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.
• Proof that the digital goods were as described or was not damaged or defective.
• Proof that the cardholder downloaded and used the digital goods.

Services:

• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.
• Proof that the service was as described.
• Proof that the cardholder used the service.

Duplicate Billing

• Proof of refund if applicable.
• Proof of two separate transactions with transaction ID.

Duplicate Processing

• Copy of an invoice for two separate orders or proof that each transaction was processed separately.
• If only one transaction has taken place, provide the following:
  • Documentation for this single transaction.
  • Proof that no other transaction was processed.
• Proof that a refund has been provided (if applicable).
• Proof that no other form of payment was used.
• Proof that a refund has been provided (if applicable).
• Communication with the cardholder after the payment stating any agreements that have been made.

Duplicate Processing for UnionPay

Merchandise/Digital Goods/Services:

• Copy of invoice for two separate orders or proof that each transaction was processed separately.
• If only one transaction has taken place, provide the following:
  • Documentation for this single transaction.
  • Proof that no other transaction was processed.
• Proof that no other form of payment was used.
• Proof that a refund has been provided, if applicable.
• Communication with the cardholder after the payment stating any agreements that have been made.

Duplicate Processing/Paid by Other Means

Merchandise/Digital Goods/Services:

• Copy of invoice for two separate orders.
• Proof that no other form of payment was used.

Duplicate Transaction - Different Forms of Payment

• Copy of invoice for two separate orders or proof that each transaction was processed separately.
• If only one transaction has taken place, provide the following:
  • Documentation for this single transaction.
  • Proof that no other transaction was processed.
• Proof that a refund has been provided (if applicable).
• Communication with the cardholder after the payment stating any agreements that have been made.

Duplicate Transaction - Same Form of Payment

• Copy of invoice for two separate orders or proof that each transaction was processed separately.
• If only one transaction has taken place, provide the following:
  • Documentation for this single transaction.
  • Proof that no other transaction was processed.
• Proof that no other form of payment was used.
• Proof that a refund has been provided (if applicable).
• Communication with the cardholder after the payment stating any agreements that have been made.

Dynamic Currency Conversion

• Proof that the cardholder actively chose Dynamic Currency Conversion (DCC).
• Copy of a (signed) transaction receipt.
• Proof that a refund has already been provided (if applicable).

Faulty Goods

Merchandise:

• Invoice and description of the goods.
• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the cardholder did not return the merchandise.
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before the transaction.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Digital Goods:

• Invoice and description of the goods.
• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before the transaction.
• Proof that the cardholder downloaded and used the digital goods.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Services:

• Invoice and description of the services.
• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the services were used between the billing date and the cancellation date.
• Proof that the cardholder requested cancellation for a different date and services were provided until this date.
• Proof that the cardholder is still interested in the service.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Fraud Analysis

• Proof that clarifies the transaction, such as an invoice or billing statement.
• Proof that the cardholder agreed to the transaction, booking, or reservation and received a confirmation.
• Any additional proof, such as a website, product description, cancellation and return policy, IP address, and other options.
• Proof of delivery with delivery address and date of delivery.

Fraud–Card Absent Transaction

Merchandise:

• Copy of an invoice.
• Email conversation with the cardholder.
• DHL-signed proof of delivery, and an AVS match.
• Record of previous non-disputed payments.
• Courier's GPS location proving delivery of the product.

Digital Goods:

• Confirmation email.
• Description of the digital goods and the date and time they were purchased and downloaded.
• Record of previous non-disputed payments.
• Proof that the cardholder has accessed and successfully verified the profile or account before the transaction date.
• The cardholder's IP address and the geographical location of the device at the time of the transaction.
• Device ID and, if available, the name of the device.
• Cardholder's name and email address linked to the customer profile or the account.

Services:

• Proof that you provided the service to the cardholder (confirmation email, copy of an invoice).
• Date when the cardholder began using the service.
• Proof that the cardholder used the service before.
• Record of previous non-disputed payments.

Fraud–Card Present Transaction

Merchandise/Digital Goods/Services:

• Copy of a (signed) transaction receipt.
• CCTV footage that the customer did participate in the transaction.

Fraud Liability Shift - Counterfeit

• Proof that this was a fraudulent transaction.
• Proof that the POS system processed a Chip Card Transaction.
• Proof of a refund (if applicable).

Fraud Liability Shift – Lost/Stolen/Non-Received

• Proof that this was a fraudulent transaction.
• Proof that the POS system processed a Chip Card Transaction with the PIN validated.
• Proof of a refund (if applicable).

Fraudulent Charge

• For Card present transaction, provide a copy of the transaction record and an imprint of the card if applicable.
• For Card absent transaction/card not present transaction, provide a copy of the transaction record, or any contracts or other details related to the purchase.
• Provide proof of delivery, with an AVS match for the cardholder's address.

Goods and Services Not Received/Refused

Merchandise:

• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the cardholder did not return the merchandise.
• Proof that notice of upcoming billing was sent to the cardholder 10 days before transaction.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Digital Goods:

• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that notice of upcoming billing was sent to the cardholder 10 days before the transaction.
• Proof that the cardholder downloaded and used the digital goods.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Services:

• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the services were used between the billing date and the cancellation date.
• Proof that the cardholder requested cancellation for a different date and services were provided until this date.
• Proof that the cardholder is still interested in the service.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Goods/Services Not Received

• Description of the goods/services (invoice).
• Proof of delivery of goods/service.

Goods/Services Not Received or Only Partially Received

Merchandise:

• Description of the goods.
• Signed proof of delivery and an AVS match.
• Communication where the cardholder confirms possession of the goods.
• Explanation of why the shipment was delayed (if applicable).
• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Digital Goods:

• Confirmation email.
• Description of the digital goods and the date and time they were purchased and downloaded.
• Record of previous non-disputed payments.
• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Services:

• Confirmation email.
• Proof that the cardholder received the service at the agreed date and time.
• Communication with the cardholder after the payment.
• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Goods/Services were Canceled/Expired or the Unsuccessful Attempt To Cancel

• Description of goods/service (invoice).
• Proof of refund if applicable.
• Proof of disclosed cancellation policy and that the customer actively agreed to the policy at the time of the purchase.
• Proof that the cardholder did not adhere to the cancellation policy.
• Any contact in regard to agreements made with the customer, or lack of contact (show an empty email queue that the customer did not try to resolve the issue).

Goods/Services were Canceled and/or Refused

• Description of goods/service (invoice).
• Proof of refund if applicable.
• Proof of disclosed cancellation policy and that the customer actively agreed to the policy at the time of the purchase.
• Proof that the customer did not adhere to the disclosed policy and have no right for a refund.
• Proof that the cardholder did not cancel the goods/service.
• Any contact in regard to agreements made with the customer, or lack of contact (show an empty email queue that the customer did not try to resolve the issue).

Goods Returned/Canceled

Merchandise:

• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the cardholder did not return the merchandise.
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before the transaction.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel (screenshot of an empty email or phone queue with their details filled out).

Digital Goods:

• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before the transaction.
• Proof that the cardholder downloaded and used the digital goods.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel (screenshot of an empty email or phone queue with their details filled out).

Services:

• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the services were used between the billing date and the cancellation date.
• Proof that the cardholder requested cancellation for a different date and services were provided until this date.
• Proof that the cardholder is still interested in the service.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel such as a screenshot of an empty email or phone queue with their details filled out.

Goods Not as Described/Defective

Merchandise:

• Proof that the cardholder did not try to contact you to resolve the problem or returned the merchandise, such as a screenshot of an empty email or phone queue with their details filled out.
• Proof that the merchandise was as described or was not damaged or defective, such as photographs.
• DHL-signed proof of delivery if the merchandise was replaced/repaired.
• Email communication with the cardholder or agreements that were made.

Digital Goods:

• Proof that the cardholder did not try to contact you to resolve the problem (screenshot of an empty email or phone queue with their details filled out).
• Proof that the digital goods were as described or was not damaged or defective.
• Proof that the cardholder downloaded and used the digital goods.

Services:

• Proof that the cardholder did not try to contact you to resolve the problem (screenshot of an empty email or phone queue with their details filled out).
• Proof that the service was as described.
• Proof that the cardholder used the service.

Goods Not Received

Merchandise:

• Description of the goods.
• Invoice.
• Signed proof of delivery and an AVS match.
• Proof that the cardholder did not return the merchandise.
• Communication where the cardholder confirms the possession of the goods.
• Explanation of why the shipment was delayed (if applicable).
• Proof that the cardholder did not try to contact you to resolve the problem (screenshot of an empty email or phone queue with their details filled out).

Digital Goods:

• Description of the digital goods.
• Invoice.
• Confirmation email and other relevant personal information that links to the cardholder.
• The date and time the goods were purchased and downloaded.
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before the transaction (in case of subscriptions).
• Record of previous non-disputed payments by the same customer.
• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Services:

• Description of the service.
• Invoice.
• Confirmation email.
• Proof that the cardholder received the service at the agreed date and time.
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before the transaction (in case of subscriptions).
• Communication with the cardholder after the payment.
• Proof that the cardholder did not try to contact you to resolve the problem (screenshot of an empty email or phone queue with their details filled out).

High Risk Order

Merchandise:

• Copy of an invoice.
• Email conversation with the cardholder.
• DHL-signed proof of delivery, and an AVS match.
• Record of previous non-disputed payments.
• Courier's GPS location proving delivery of the product.
• The cardholder's IP address and the geographical location of the device at the time of the transaction.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• Device ID and, if available, the name of the device or any type of verifications, such as email, mobile, or other options.
• Cardholder's name and email address linked to the customer profile or the account.

Digital Goods:

• Confirmation email.
• Description of the digital goods and the date and time they were purchased and downloaded.
• Record of previous non-disputed payments.
• Proof that the cardholder has accessed and successfully verified the profile or account before the transaction date.
• The cardholder's IP address and the geographical location of the device at the time of the transaction.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• Device ID and, if available, the name of the device or any type of verifications such as email, mobile, or other options.
• Cardholder's name and email address linked to the customer profile or the account.

Services:

• Invoice and a description of the service
• Confirmation email that was sent to the cardholder's email address
• Proof that you provided the service to the cardholder, such as a confirmation email or a copy of an invoice.
• The date the cardholder began using the service.
• Proof that the cardholder used the service before.
• Record of previous non-disputed payments.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• An IP address that can be connected to the billing address provided by the cardholder.
• Device ID and, if available, the name of the device or any type of verifications, such as email, mobile, or other options.

Improper Merchant Surcharge

• Proof that the cardholder agreed to pay the full amount of the transaction.
• Proof that a refund has been provided (if applicable).

Incorrect Account Number

• Proof of a sales receipt or a transaction log that proves the transaction was processed correctly with the right account number.
• Proof that the account number from the cardholder is the same account number that was used in the transaction.
• Proof or documentation that the account number received an approved authorization before the transaction was processed.
• Proof that a refund has been provided (if applicable).
• Communication with the cardholder after the payment stating any agreements that have been made.

Incorrect Amount

• Proof that the cardholder agreed to pay the full amount of the transaction.
• Proof that a refund has been provided (if applicable).

Incorrect Currency

• Proof that the cardholder actively chose Dynamic Currency Conversion (DCC).
• Copy of a (signed) transaction receipt.
• Proof that a refund has already been provided (if applicable).

Incorrect invoice

Merchandise/Services/Digital Goods:

• Proof that the cardholder agreed to the settled amount.
• Proof that the cardholder was advised of and agreed to additional or delayed charges.
• Proof or any documentation containing the charged amount.
• Proof of refund (if applicable).

Incorrect Transaction

• Proof that the transaction was processed correctly and used the correct transaction code.
• Proof that a refund has already been provided (if applicable).

Incorrect Transaction Amount Presented

• Proof that the cardholder agreed to the settled amount.
• Proof that the cardholder was advised of and agreed to additional or delayed charges.
• Proof or any documentation containing the charged amount.
• Proof of refund (if applicable).

Incorrect Transaction Amount Presented

• Proof that a valid authorization approval took place for the full amount of the transaction
• Proof of a refund (if applicable).

Invalid/Incorrect Card Number

• Proof that confirms the card number.
• Proof that an authorization approval was obtained for this card number.
• Copy of the record of the terminal that electronically read the card number.
• Proof of refund (if applicable).

Late Presentment

• Proof that the transaction was captured within the applicable timeframe.

Loss, Theft, or Damages

• Proof that the cardholder was aware of the transaction at the time of the purchase.
• Proof that the cardholder authorized the payment.

Merchandise Not Received

Merchandise:

• Description of the goods.
• Signed proof of delivery and an AVS match.
• Communication where the cardholder confirms possession of the goods.
• Explanation of why the shipment was delayed (if applicable).
• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Digital Goods:

• Confirmation email.
• Description of the digital goods and the date and time they were purchased and downloaded.
• Record of previous non-disputed payments.
• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Services:

• Confirmation email.
• Proof that the cardholder received the service at the agreed date and time.
• Communication with the cardholder after the payment.
• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Mismatch in Submitted Charge Amount and Agreed Amount

• Proof of refund if applicable.
• Proof why the cardholder has no rights to a refund.

Mismatch of Requested and Received Goods

• Description of goods/service (invoice) and repairs/replacement.
• Proof of disclosed replacement/repair policy and that the customer actively agreed to the policy at the time of the purchase.
• Proof that the customer did not adhere or have right to the replacement/repair policy if applicable.
• Proof of delivery of repaired/replaced item if applicable.
• Proof of agreement about the goods/services/replacement between the merchant and the customer.

Misrepresentation

• Proof that your terms and conditions were clearly communicated before the transaction was processed.
• Proof that the cardholder acknowledged your terms and conditions, for example, a screenshot of the checkout page of your website showing that the cardholder accepted the terms and conditions by selecting a checkbox before proceeding to the payment.

Missing Imprint

• Proof that this was a fraudulent transaction.
• Proof that the card was present by providing a record that states the imprint or shows the capture of the magnetic stripe.
• Proof of a refund (if applicable).

Multiple Processing/Duplicate Charge

• Proof that shows that the charge was valid such as something that shows two different transaction IDs.
• Proof of refund (if applicable).

No Card Member Authorization/Multiple ROCs

• Proof that all transactions made by the cardholder are valid
• Proof of a refund (if applicable)

No Cardholder Authorization

• An AVS check on the address provided by the consumer/cardholder.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• Proof that the cardholder has participated in the charge. This can be done by adding billing authorization, proof of delivery to the cardholder's billing address, contracts, usage details, or other options.
• An IP address that can be connected to the billing address provided by the cardholder.
• Any type of verifications such as email, mobile, or other options.

No Credit Received/Credit Not Processed

• Proof that a credit or reversal that you issued was not addressed by the issuer.
• Proof that the cardholder did not return or did not attempt to return the merchandise, and they have no right to a credit.
• Proof that the cardholder's return does not comply with your written policies.

No Reply

• Proof that documents and information were provided within the specified timeframe.
• Proof of refund (if applicable).

No Show or Canceled CARDeposit

• Proof that supports the validity of the 'no show' reservation, or the CARDeposit charge.
• Proof of a refund (if applicable).

No Valid Authorization

• Proof that a valid authorization approval took place.
• Proof of a refund (if applicable).

Non-Matching Card Number

• Proof that confirms the card number.
• Proof that an authorization approval was obtained for this card number.
• Copy of the record of the terminal that electronically read the card number.
• Proof of refund (if applicable).

Not As Described

Merchandise:

• Proof that the cardholder did not try to contact you to resolve the problem or returned the merchandise (screenshot of an empty email or phone queue with their details filled out).
• Proof that the merchandise was as described or was not damaged or defective, such as photographs.
• DHL-signed proof of delivery if the merchandise was replaced/repaired.
• Email communication with the cardholder or agreements that were made.

Digital Goods:

• Proof that the cardholder did not try to contact you to resolve the problem (screenshot of an empty email or phone queue with their details filled out).
• Proof that the digital goods were as described or was not damaged or defective.
• Proof that the cardholder downloaded and used the digital goods.

Services:

• Proof that the cardholder did not try to contact you to resolve the problem (screenshot of an empty email or phone queue with their details filled out).
• Proof that the service was as described.
• Proof that the cardholder used the service.

Paid By Other Means

• Copy of invoice for two separate orders or proof that each transaction was processed separately.
• If only one transaction has taken place, provide the following:
  • Documentation for this single transaction.
  • Proof that no other transaction was processed.
• Proof that no other form of payment was used.
• Proof that a refund has been provided (if applicable).
• Communication with the cardholder after the payment stating any agreements that have been made.

Paid By Other Means for UnionPay

Merchandise/Digital Goods/Services:

• Copy of an invoice.
• Description of the goods.
• Form of payment such as terminal, ecommerce, or other options.
• Proof that no other form of payment was used.
• Proof that a refund has been provided, if applicable.
• Communication with the cardholder after the payment stating any agreements that have been made.

Paid Through Other Means

• Copy of an invoice for two separate orders or proof that each transaction was processed separately.
• If only one transaction has taken place, provide the following:
  • Documentation for this single transaction.
  • Proof that no other transaction was processed.
• Proof that no other form of payment was used.
• Proof that a refund has been provided (if applicable).
• Communication with the cardholder after the payment stating any agreements that have been made.

Pandemic Impact

Merchandise:

• Invoice and description of the goods.
• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the cardholder did not return the merchandise.
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before the transaction.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Digital Goods:

• Invoice and description of the goods.
• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before the transaction.
• Proof that the cardholder downloaded and used the digital goods.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel (such as a screenshot of an empty email or phone queue with their details filled out.

Services:

• Invoice and description of the services.
• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the services were used between the billing date and the cancellation date.
• The cardholder requested cancellation for a different date and services were provided until this date.
• Proof that the cardholder is still interested in the service.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Purchase Transaction Did Not Complete

Merchandise/Digital Goods/Service:

• Copy of an invoice.
• Description of the goods/services.
• Proof that a credit or reversal that you issued was not addressed by the issuer.
• Proof that the cardholder did not cancel the service and made use of your service/merchandise.
• Proof of a purchase confirmation that was sent through email/text to the cardholder.

Referenced Card Not Present or Charge(s) Not Recognized By C/M

• Description of goods/service (invoice).
• Proof of refund, if applicable, .
• Proof why refund is not applicable.

Referenced Charge Should have been Submitted as a Credit

• Proof that a credit or a refund has been processed.

Referenced Credit Should have been Submitted as a Charge

• Proof that a charge or a refund has been processed.

Refund/Credit Not Processed

Merchandise/Digital Goods/Services:

• Invoice of the goods/services.
• Proof that a credit or reversal that you issued was not addressed by the issuer.
• Proof that the cardholder did not return or attempted to return the merchandise.
• Proof that the cardholder's return does not comply with your written policies.
• Proof that your terms and conditions were clearly communicated before the transaction was processed.
• Proof that the cardholder acknowledged your terms and conditions (for example, a screenshot of the checkout page of your website showing that the cardholder accepted the terms and conditions by selecting a checkbox before proceeding to the payment).
• Proof that the cardholder did not try to contact you to resolve the problem or returned the merchandise (screenshot of an empty email or phone queue with their details filled out).

Repair/Replacement Request of Damaged/Defective Goods Received

• Description of goods/service (invoice) and repairs/replacement.
• Proof of disclosed replacement/repair policy and that the customer actively agreed to the policy at the time of the purchase.
• Proof that the customer did not adhere or have right to the replacement/repair policy if applicable.
• Proof of delivery of repaired/replaced item if applicable.

Repeat Document Request

• Proof that the first Request for Information was responded to.

Request for Support

• Proof of refund.
• Invoice or any documentation that describes the purchase.
• An itemization and a direct link to the cardholder for this particular transaction.

Requested Copy Illegible

Merchandise/Services/Digital goods:

• Invoice.
• Description of the goods/services.
• Copy of the receipt (signed if possible).

Return

Merchandise:

• Description of the goods.
• Invoice.
• Signed proof of delivery and an AVS match.
• Proof that the cardholder did not return the merchandise.
• Communication where the cardholder confirms possession of the goods.
• Explanation why shipment was delayed (if applicable).
• Proof that the cardholder did not try to contact you to resolve the problem (screenshot of an empty email or phone queue with their details filled out).

Digital Goods:

• Description of the digital goods.
• Invoice.
• Confirmation email and other relevant personal information that links to the cardholder.
• The date and time the goods were purchased and downloaded.
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before the transaction (in case of subscriptions).
• Record of previous non-disputed payments by the same customer.
• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Services:

• Description of the service.
• Invoice.
• Confirmation email.
• Proof that the cardholder received the service at the agreed date and time.
• Proof that notice of upcoming billing was sent to the cardholder 10 days before transaction (in case of subscriptions).
• Communication with the cardholder after the payment.
• Proof that the cardholder did not try to contact you to resolve the problem (screenshot of an empty email or phone queue with their details filled out).

RFI Defense Requirements

Merchandise/Digital Goods/Services:

• Invoice and description of the service.
• Confirmation email that was sent to the cardholder's email address.
• Proof that you provided the service/goods to the cardholder such as a confirmation email or a copy of an invoice.
• Proof of refund if the customer was credited back.

Risk Merchant

• Proof of refund if applicable.
• Proof that your business is not on UnionPay's Risk list.
• Proof that you made an agreement with the cardholder.

Services Not Provided/Merchandise Not Received

Merchandise:

• Description of the goods.
• DHL-signed proof of delivery and an AVS match.
• Communication where the cardholder confirms possession of the goods.
• Explanation why shipment was delayed (if applicable).
• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Digital Goods:

• Confirmation email.
• Description of the digital goods and the date and time they were purchased and downloaded.
• Record of previous non-disputed payments.
• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Services:

• Confirmation email.
• Proof that the cardholder received the service at the agreed date and time.
• Communication with the cardholder after the payment.
• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Support and Itemization Requested

• Anything that clarifies the transaction such as an invoice or a billing statement.

Transaction Amount Differs

• Proof that the cardholder agreed to pay the full amount of the transaction.
• Proof that a refund has been provided (if applicable).

Unauthorized Charge

• Confirmation email/description of goods/service (invoice).
• Description of the goods/services, the date and time they were purchased, and proof of delivery.
• Record of previous non-disputed payments.
• The cardholder's IP address and the geographical location of the device at the time of the transaction.
• Device ID and, if available, the name of the device.
• Cardholder's name and email address linked to the customer profile or the account.

Unauthorized Purchase

Merchandise:

• Copy of an invoice.
• Email conversation with the cardholder.
• DHL-signed proof of delivery and an AVS match.
• Record of previous non-disputed payments.
• Courier's GPS location proving delivery of the product.
• The cardholder's IP address and the geographical location of the device at the time of the transaction.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• Device ID and, if available, the name of the device or any type of verifications, such as email, mobile, or other options.
• Cardholder's name and email address linked to the customer profile or the account.

Digital Goods:

• Confirmation email.
• Description of the digital goods and the date and time they were purchased and downloaded.
• Record of previous non-disputed payments.
• Proof that the cardholder has accessed and successfully verified the profile or the account before the transaction date.
• The cardholder's IP address and the geographical location of the device at the time of the transaction.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• Device ID and, if available, the name of the device or any type of verifications, such as email, mobile, or other options.
• Cardholder's name and email address linked to the customer profile or the account.

Services:

• Invoice and a description of the service.
• Confirmation email that was sent to the cardholder's email address.
• Proof that you provided the service to the cardholder such as a confirmation email or a copy of an invoice.
• The date the cardholder began using the service.
• Proof that the cardholder used the service before.
• Record of previous non-disputed payments.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• An IP address that can be connected to the billing address provided by the cardholder.
• Device ID and, if available, the name of the device or any type of verifications such as email, mobile, or other options.

Unreasonable Amount

• Proof that the cardholder agreed to pay the full amount of the transaction.
• Proof that a refund has been provided (if applicable).

Unrecognizable Charge

• Description of goods/service (invoice).
• Proof of delivery of goods/service with an AVS match.
• Proof of refund, if applicable.

Practices can use this elaborative guide to view dispute code information and related defense requirements.