Chargeback Reason Codes: Complete Guide for Merchants (2026)

When a customer disputes a charge, their bank assigns a reason code that determines everything: what evidence you need, how long you have to respond, and whether you can realistically win. Using the wrong evidence for the wrong reason code is one of the most common reasons merchants lose disputes they should have won. This guide covers every major chargeback reason code across Visa, Mastercard, American Express, and Discover — with response windows, win difficulty ratings, and links to full response guides for the most important codes. Bookmark this page. The reason code on your chargeback notification is the first thing to look for, and this guide tells you exactly what to do next.

How Chargeback Reason Codes Work

A chargeback reason code is a standardised identifier that describes the cardholder's claim. When a customer calls their bank to dispute a charge, the bank categorises the complaint into one of a defined set of codes — each of which corresponds to a specific type of claim, from alleged fraud to non-receipt of goods to a processing error. That code travels with the dispute throughout the entire chargeback process, and it governs how the case is adjudicated.

Reason codes matter because each one has specific evidence requirements defined by the card network. Visa, Mastercard, Amex, and Discover each publish detailed chargeback management guidelines that specify exactly what documentation a merchant must submit to rebut a given code. Submitting the wrong evidence type — for example, providing delivery confirmation for a dispute coded as a processing error — is treated by the network as no evidence at all. The case is decided against you, regardless of the quality of your documentation.

The issuing bank selects the reason code based on what the cardholder tells them. This creates a critical dynamic: the code may not accurately reflect what actually happened. A customer who simply doesn't recognise a legitimate charge on their statement might describe it as fraud. A customer who received a product but changed their mind might claim it was never delivered. Banks rarely investigate the truth of the claim before assigning the code — they act on what the cardholder reports. This means merchants regularly receive chargebacks coded as one thing when the underlying reality is something quite different, and you must respond to the code as written, not to your interpretation of what really happened.

The landscape of reason codes has shifted considerably in recent years. Visa simplified its code structure in 2018, moving from a legacy alphanumeric system to the four-category decimal format used today (10.x, 11.x, 12.x, 13.x). In 2023, Visa introduced the Compelling Evidence 3.0 (CE 3.0) framework, which created a new pathway for merchants to counter fraud claims by demonstrating a prior undisputed transaction history with the same cardholder. Mastercard has maintained stricter timelines than Visa, with 45-day response windows that can catch merchants off guard. American Express operates as both issuer and network for most of its cards, which changes the dispute dynamic entirely — there is no separate issuing bank making decisions, and Amex's 20-day response window is the tightest in the industry.

Visa Chargeback Reason Codes

Visa organises its reason codes into four categories using a decimal numbering system: 10.x covers fraud, 11.x covers authorisation issues, 12.x covers processing errors, and 13.x covers consumer disputes. This structure makes it relatively easy to identify the nature of a dispute at a glance — any code beginning with 10 is a fraud claim, which typically carries different evidence requirements and win probabilities than a 13.x consumer dispute.

The response window for virtually all Visa codes is 30 calendar days from the date the chargeback notification is issued. One critical development in 2025 is the introduction of Visa's VAMP (Visa Acquirer Monitoring Program) threshold: merchants exceeding a 0.9% combined fraud and chargeback ratio may face monitoring, elevated fees, or loss of processing. This makes responding to every Visa dispute — even ones you expect to lose — important for protecting your account standing.

* Easy — liability shifts to the card issuer for chip transactions. Only applies if you have an EMV-capable terminal. If your terminal was not chip-enabled at the time of the transaction, liability shifts to you.

The most significant development for Visa 10.4 disputes in recent years is the introduction of Compelling Evidence 3.0 (CE 3.0). This framework allows merchants to counter a 10.4 fraud claim by presenting evidence of at least two prior undisputed transactions from the same cardholder — demonstrating a prior transaction history that is inconsistent with a genuine fraud claim. For e-commerce merchants who keep adequate transaction records, CE 3.0 has significantly improved win rates on 10.4 disputes that would previously have been unwinnable. See the full CE 3.0 guide for specific requirements and how to use it.

Mastercard Chargeback Reason Codes

Mastercard uses four-digit reason codes in the 4000 series (commonly referred to as 4xxx codes). The numbering doesn't follow a strictly logical category structure in the same way Visa's decimal system does, but codes in the 4800s are most common. Mastercard publishes its chargeback guidelines in the Mastercard Chargeback Guide, which is updated periodically and accessible through Mastercard Connect.

There are three key differences between Mastercard and Visa disputes. First, Mastercard's response window is 45 calendar days — 15 days longer than Visa — which gives merchants slightly more time but also means cases can linger longer before resolution. Second, Mastercard maintains a 1.0% chargeback threshold (versus Visa's 0.9%), and cardholders are generally required to wait 30 days from the transaction date before they can file most dispute types. Third, Mastercard operates on a two-stage dispute system: the merchant first receives a First Chargeback with an opportunity to submit a Second Presentment (also called a rebuttal or representment). If the issuer rejects the Second Presentment, an Arbitration Chargeback follows, and at that point the losing party pays an arbitration fee. Understanding this two-stage process is critical — your First Chargeback response is not always your last opportunity, but the Second Presentment must be structured correctly to avoid arbitration fees on a case you could have won.

American Express Chargeback Reason Codes

American Express operates as both the issuer and the network for the majority of its cards. This is fundamentally different from Visa and Mastercard, where an issuing bank (Chase, Barclays, etc.) makes chargeback decisions independently of the card network. With Amex, there is no separate issuing bank in the dispute process — American Express itself investigates, adjudicates, and executes chargebacks. The consequence is that Amex disputes can move faster, and the merchant has less recourse once a decision is made. Disputes go through American Express Merchant Services rather than your payment processor's standard chargeback workflow, which means some processors require you to handle Amex disputes through a separate portal.

The Amex response window is 20 days — shorter than both Visa (30 days) and Mastercard (45 days). This is the most urgent deadline in the industry, and many merchants miss it because they don't track Amex notifications separately. Amex also operates a "Full Recourse" (FR) programme: merchants enrolled in FR cannot dispute certain chargeback codes, including the commonly issued F24 (No Cardmember Authorization). If you're enrolled in Full Recourse and you receive an F24, your only option is to accept the chargeback. Check your Amex merchant agreement to determine whether you're on FR terms.

Discover Chargeback Reason Codes

Discover holds a smaller share of US transaction volume than Visa or Mastercard, but maintains significant market presence — particularly in certain consumer demographics. Like American Express, Discover acts as both issuer and network, meaning Discover's own dispute resolution team handles chargebacks directly rather than deferring to an independent issuing bank. Discover's response window is 30 calendar days. Discover uses a mixed alphanumeric code system with some two-letter codes (AA, AP, AW) and some that include numbers (UA01, UA02, RN2). The UA-prefix codes are Discover's equivalent of Visa's 10.x fraud category and represent the most common dispute types for e-commerce merchants.

How to Read a Chargeback Notification (What to Do in the First 24 Hours)

Receiving a chargeback notification is time-sensitive. The clock starts on the notification date, not the date you read it. Most merchants lose preventable disputes because they respond late or without the right evidence. Here is the correct sequence.

Step 1: Find the reason code

The reason code appears on the chargeback notification from your payment processor, usually labeled "Reason Code" or "Dispute Reason." Different processors display this differently — Stripe shows it as a dispute reason in plain language alongside the code. Payouts from Braintree and Square may show codes differently, so know your processor's format before you receive your first dispute. If you cannot find the reason code on the notification, call your processor's merchant support line immediately.

Step 2: Note the deadline — precisely

Count from the notification date, not from when you read it. If the notification was sent on Monday and you first see it on Wednesday, you have lost two days. Use the response windows in this guide: 30 days for Visa and Discover, 45 days for Mastercard, 20 days for Amex. Calendar days, not business days. Mark the deadline in your calendar immediately and set a reminder for five days before.

Step 3: Pull the transaction record immediately

Get every piece of data associated with the transaction: order details, item descriptions, purchase timestamp, customer IP address at the time of checkout, billing and shipping address, email address, shipping carrier and tracking number, and any prior communication with the customer. For digital goods: access logs, download or usage records, IP address at time of access. This data exists in your systems right now — retrieve it before any retention policies could remove it.

Step 4: Look up the specific evidence requirements

Use this guide to identify the reason code, then follow the link to the full reason code guide for the specific evidence Visa, Mastercard, Amex, or Discover requires. Do not assume that evidence that worked for one code will work for another. A delivery confirmation wins Visa 13.1 (Goods Not Received) but does nothing for Visa 10.4 (Fraud) — which requires 3DS authentication data or CE 3.0 prior transaction history.

Step 5: Do not respond until your evidence is complete

A rushed, incomplete response often performs worse than a structured response submitted three weeks into the window. You have time — use it. Gather everything. Then write a clear rebuttal letter that cites the specific claim made under the reason code and directly contradicts it with your evidence. Attach all documents. Submit once.

The Most Common Reason Codes for E-commerce (Ranked)

While every code in this guide represents a real dispute type, a handful of codes account for the vast majority of what e-commerce merchants actually receive. Here are the eight you are most likely to encounter, ranked by frequency.

1. 1

   Visa 10.4 — Other Fraud (Card-absent Environment). The most common e-commerce chargeback. The cardholder claims they did not authorise the transaction. Hard to win without 3DS authentication data. CE 3.0 prior transaction history is the strongest available counter-argument. Full guide →

2. 2

   Mastercard 4837 — No Cardholder Authorization. Mastercard's equivalent of Visa 10.4. The cardholder claims they did not authorise the transaction. Same dynamics as 10.4: 3DS data is the primary winning evidence, and the 45-day window is slightly more forgiving. Full guide →

3. 3

   Visa 13.1 — Goods / Services Not Received. Common for delayed or lost shipments. Winnable with solid delivery confirmation — carrier tracking showing delivery to the billing address is usually sufficient. Harder if the item was shipped to a freight-forwarding address. Full guide →

4. 4

   Mastercard 4853 — Goods or Services Not Provided. The Mastercard equivalent of Visa 13.1 — the cardholder claims they did not receive what they paid for. 45-day window gives more time to gather shipping documentation. Same evidence logic as Visa 13.1 applies. Full guide →

5. 5

   Amex F24 — No Cardmember Authorization. Amex's fraud authorization claim, but with only 20 days to respond. The same underlying claim as Visa 10.4, but if you're on Amex Full Recourse terms this code is non-disputable. Check your Amex merchant agreement before spending time on a response. Full guide →

6. 6

   Visa 13.2 — Cancelled Recurring Transaction. The most common reason code for subscription businesses. Hard to win if you continued billing after the customer cancelled. Winnable if your cancellation records show the customer never submitted a valid cancellation request before the disputed billing date. Full guide →

7. 7

   Visa 13.3 — Not as Described or Defective. A consumer dispute claiming the product or service differed materially from what was advertised. Winnable if your product listing, description, and any customer communications demonstrate that the item delivered matched what was sold at the time of purchase. Full guide →

8. 8

   Amex C08 — Goods Not Received. Similar to Visa 13.1 in structure but Amex-specific. The 20-day window is the key risk factor here — merchants frequently miss this deadline because Amex notifications are handled separately from Visa and Mastercard disputes in most processors' interfaces. Full guide →

Conclusion

The reason code is the starting point for every dispute response — get it wrong and no amount of evidence will save you. Each code has specific evidence requirements set by the card network, and the rules differ across Visa, Mastercard, Amex, and Discover. Understanding which code you're facing, what evidence it demands, and how long you have to respond is the foundation of any effective chargeback management process. This guide is designed as a reference: return to it whenever you receive a new dispute notification, identify the code and network, and follow the evidence requirements precisely. The merchants who win disputes consistently are not the ones with the strongest evidence — they are the ones who match the right evidence to the right code, every time.