Visa Chargeback Response Template by Reason Code [Free 2026]
Quick answer
Free Visa chargeback response templates below for 10.4 (fraud), 13.1 (not received), and 13.3 (not as described) — the three codes covering 80%+ of all Visa disputes. Copy-paste and fill in your case details. For AI-customized letters that win 80%+ vs these templates' 20–35%: ChargeMate generates them at $10/case.
Generic templates win 20–35% of Visa disputes. AI-customized responses win 75–85%. The templates below are structured correctly for each reason code — but the specific details (exact tracking number, IP address, CE 3.0 prior transactions) are what actually win. Use these as a starting point, not a final answer.
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Template 1: Visa 10.4 — Fraud (Card Absent)
The most common Visa dispute code. Covers 60–70% of eCommerce Visa chargebacks.
Required evidence: 3DS authentication OR Compelling Evidence 3.0 (2 prior undisputed transactions) OR delivery with signature. Without one of these, this is very hard to win.
Merchant Response — Visa Dispute 10.4 (Fraud) Dispute Reference: [YOUR-CB-REF] Transaction Date: [DATE] | Amount: $[AMOUNT] Card Last 4: [XXXX] Cardholder Claim: Unauthorized transaction We dispute this chargeback. The transaction was authorized by the cardholder and matches prior authenticated purchase history. Evidence: 1. Transaction placed [DATE] at [TIME] from IP [IP-ADDRESS]. Browser fingerprint and device ID match prior orders on this account. 2. [CHOOSE ONE:] Option A — 3DS: Transaction authenticated via 3D Secure (ECI code [X]). Liability shifts to issuer under Visa 3DS rules. See attached auth log. Option B — CE 3.0: Two prior undisputed transactions from this card: - Prior transaction 1: [DATE], $[AMOUNT], order [ID] - Prior transaction 2: [DATE], $[AMOUNT], order [ID] Same IP, same device, same email. Cardholder claim contradicted by authenticated purchase history. Option C — Delivery: Order delivered [DATE] to [ADDRESS] via [CARRIER], tracking [NUMBER]. Signature obtained from [RECIPIENT]. See attached. 3. Order confirmation emailed to [EMAIL] at [TIME]. No dispute or cancellation received before this chargeback. We request reversal of this chargeback under Visa CE 3.0 / Visa 3DS liability shift / evidence of authorized delivery [choose applicable]. [Company Name] | MID: [MERCHANT-ID] | [Date]
Template 2: Visa 13.1 — Goods or Services Not Received
Second most common code for physical goods merchants. Requires delivery proof.
Required evidence: Carrier tracking with delivery confirmation to cardholder address. Signature preferred. Photo delivery accepted for lower-value disputes.
Merchant Response — Visa Dispute 13.1 (Not Received) Dispute Reference: [YOUR-CB-REF] Transaction Date: [DATE] | Amount: $[AMOUNT] Cardholder Claim: Goods or services not received We dispute this chargeback. The goods were delivered to the cardholder's registered shipping address with carrier confirmation. Evidence: 1. Order placed [DATE] at [TIME]. Order confirmation emailed to [EMAIL]. 2. Shipped [DATE] via [CARRIER], tracking: [TRACKING-NUMBER]. [Attach carrier tracking record as PDF] 3. Delivered [DATE] at [TIME] to [FULL ADDRESS]. [CHOOSE: Signature obtained from [RECIPIENT] / Photo delivery confirmation / Left at door per carrier instructions with photo] 4. No contact from cardholder before dispute was filed. [If applicable: Customer contacted us on [DATE] and we [responded with/offered/resolved]] The goods were delivered to the address the cardholder provided at checkout. The cardholder's claim of non-receipt is contradicted by carrier confirmation. We request reversal of this chargeback. [Company Name] | MID: [MERCHANT-ID] | [Date]
Template 3: Visa 13.3 — Not As Described
Used when cardholder claims the item differs significantly from what was described at sale.
Required evidence: Screenshot/archive of product listing at time of purchase showing the description. Your return policy. Any customer service communications.
Merchant Response — Visa Dispute 13.3 (Not As Described) Dispute Reference: [YOUR-CB-REF] Transaction Date: [DATE] | Amount: $[AMOUNT] Cardholder Claim: Item significantly not as described We dispute this chargeback. The goods/services matched the description presented at the time of sale. Evidence: 1. Product listing at time of purchase: [URL or screenshot attached]. Description shows: [SPECIFIC FEATURES/SPECS that were accurately described]. 2. [If digital product:] Cardholder accessed the product on [DATE] for [DURATION]. Access logs attached. 3. [If physical goods:] Matching SKU/serial number in order: [ID]. Product photo matches listing photo. [Attach both] 4. No return was requested through our return process before this chargeback. Our return policy (attached): [POLICY SUMMARY]. [If customer contacted us:] Customer contacted us on [DATE] and stated [THEIR COMPLAINT]. We offered [RESOLUTION]. Customer did not respond/accept. The item was accurately described and matched what was delivered. We request reversal of this chargeback. [Company Name] | MID: [MERCHANT-ID] | [Date]
All Major Visa Reason Codes
| Code | Name | Key Evidence |
|---|---|---|
| 10.4 | Fraud — Card Absent | 3DS, CE 3.0, delivery + signature |
| 10.5 | Fraud — Visa Fraud Monitoring | Enrollment in VFMP cure program |
| 11.1 | Card Recovery Bulletin | Approval from issuer |
| 12.5 | Incorrect Amount | Receipt matching authorized amount |
| 13.1 | Goods/Services Not Received | Carrier tracking + delivery confirmation |
| 13.2 | Cancelled Recurring | Signed authorization, cancellation policy, usage logs |
| 13.3 | Not As Described / Defective | Product listing screenshot, return policy |
| 13.4 | Counterfeit / Fraudulent | Authenticity certificates, sourcing docs |
| 13.6 | Credit Not Processed | Credit receipt or proof refund was issued |
| 13.7 | Cancelled Merchandise | Cancellation policy, no cancellation received |