Reference Guide
Complete Guide to Chargeback Reason Codes (Visa, Mastercard, Amex, Discover)
Quick answer
A chargeback reason code is a numeric or alphanumeric code assigned by a card network (Visa, Mastercard, Amex, or Discover) that explains why a cardholder or issuing bank initiated a dispute. Each code determines exactly what evidence a merchant must submit to win — Visa uses decimal codes like 10.4, Mastercard uses four-digit codes like 4853, and response deadlines range from 20 to 45 days depending on the network.
Complete reference for Visa, Mastercard, American Express and Discover dispute reason codes — with expert response strategies for each.
| Network | Code Format | Response Window | Key Categories |
|---|---|---|---|
| Visa | 10.x, 11.x, 12.x, 13.x | 30 days | Fraud, Authorization, Processing, Consumer Dispute |
| Mastercard | 4xxx (e.g. 4853, 4837) | 45 days | Fraud, Cardholder Dispute, Authorization, Processing |
| American Express | A, C, F, P, R, UA prefix | 20 days | Fraud, Goods/Services, Processing, Inquiry |
| Discover | AA, AP, AT, RM, etc. | 20 days | Fraud, Services, Processing, Compliance |
What are chargeback reason codes and why do they matter?
A chargeback reason code is a numeric or alphanumeric code assigned by the card network — Visa, Mastercard, American Express, or Discover — when a cardholder disputes a transaction. The code identifies the specific reason for the dispute: fraud, item not received, processing error, subscription cancellation, and dozens of other categories. Each code maps to a distinct set of evidence requirements and rules that determine who wins.
Reason codes matter because the evidence that wins one code type will fail another. A Visa 10.4 fraud dispute requires proof the cardholder authorised the transaction — delivery confirmation alone won't win it. A Mastercard 4853 “goods not as described” dispute requires evidence the item matched its description — the shipping receipt is largely irrelevant. Getting this wrong is the single biggest reason merchants lose disputes they should have won. Industry estimates suggest 60–70% of chargeback losses by merchants are winnable disputes responded to with the wrong evidence.
How reason codes differ between card networks
Each card network uses its own proprietary reason code system, and there is no universal standard. Visa uses two-part decimal codes (10.4, 13.1, 12.5) organised into four categories. Mastercard uses four-digit numeric codes (4853, 4837, 4808) grouped into similar categories. American Express uses alphanumeric codes (F30, C08, P23) that follow a letter-number format. Discover uses a mix of codes loosely aligned with the other networks.
The same underlying dispute — a customer claiming they never received their order — will generate a different reason code on Visa (13.1), Mastercard (4853), Amex (C08), and Discover (RM). Each of those four codes requires slightly different evidence, has a different response deadline, and is governed by different network rules. This is why processor-agnostic knowledge of reason codes matters more than memorising any one network's codes in isolation.
The four major dispute categories
Despite the differences between networks, chargeback reason codes across all four major networks fall into four broad categories:
- FFraud disputes — The cardholder claims they did not authorise the transaction. This is the most common category and includes both true fraud (stolen card) and “friendly fraud” (cardholder disputes a transaction they did make). Visa 10.4, Mastercard 4837, Amex F24/F30 all fall here.
- AAuthorisation disputes — The transaction was processed without proper authorisation, or the authorisation was declined but the transaction went through anyway. Visa 11.x and Mastercard 4808 are the main codes here.
- PProcessing errors — Technical errors in how the transaction was processed — wrong amount, wrong currency, duplicate charge, late submission. These are often winnable if you have clean transaction records.
- CConsumer disputes — The cardholder received something different from what they expected: wrong item, damaged goods, service not rendered, subscription not cancelled. These require the most tailored responses and the widest range of evidence types.
Use the filter below to browse by network, or click any reason code to see the full evidence requirements, response strategy, and prevention steps.
Charge amount exceeds authorization amount
A transaction is processed for an amount beyond the merchant's floor limit; an error was made enteri…
No valid authorization
Transaction was made after the authorization code and transaction date; the limited authorization in…
Authorization approval expired
The transaction was not approved; the transaction was submitted after the expiration of the authoriz…
Credit not processed
The merchant didn't credit the account; the merchant issued the credit but not in time to be posted …
Goods/services returned or refused
Cardholder refused delivery of goods or services and has not yet received a credit; cardholder retur…
Goods/services canceled
Cancellation not received; cancellation not processed. 1. Merchant Disregarded Cancellation Request …
Goods/Services Not Received or Only Partially Received
Goods Were Never Shipped - The buyer made a purchase, but you failed to ship the items, or to provid…
Paid by Other Means
The merchant didn't void multiple transactions; the transaction was processed but the cardholder pai…
"No Show" or CARDeposit Canceled
Cardholder was billed for lodging services that were allegedly canceled. - You did not complete the …
Canceled Recurring Billing
The cardholder withdraws permission to change the account, or cancelled payment for subscription; ca…
Goods/Services Not as Described
The merchandise was damaged upon its arrival; the merchandise does not match the merchant's descript…
Goods/Services Damaged or Defective
The merchandise was damaged upon its arrival; the merchandise does not match the merchant's descript…
Missing Imprint
The merchant did not obtain correct card information from the cardholder or processed a transaction …
Multiple ROC's
The cardholder admits to having authorized a transaction. However, the merchant submitted multiple R…
No Cardmember Authorization
The merchant processed an invalid account number; a family member ordered from the primary cardholde…
Card Not Present
In a card-absent environment (online/phone/direct mail sales, etc.), either a) an unauthorized (frau…
EMV Counterfeit
The POS system was not an enabled for chip, or the transaction was manually keyed; the merchant's ca…
EMV List/Stolen/Non-received
Merchant did not ensure that the card was either swiped or that the chip was read; merchant did not …
Fraud Full Recourse Program
Merchant falls under high-risk category; The issuer receives an unusual number of inquiries and char…
Immediate Chargeback Program
Merchant enrolled himself in this program to avoid receiving inquiries and disputes; Amex put the me…
Partial Immediate Chargeback Program
Merchant enrolled himself in this program to avoid receiving inquiries and disputes; Amex put the me…
Chargeback Authorization
The merchant authorized the chargeback. 1. The Cardholder is Entitled to a Chargeback - The cardhold…
Vehicle Rental - Capital Damages
- Cardholder misunderstood responsibility for capital damages - Cardholder disagrees with charges - …
Vehicle Rental - Theft or Loss of Use
The merchant bills the cardholder for AMX-covered costs
Unassigned Card Number
The merchant erred, either in entering or calculating information; the cardholder supplied an incorr…
Credit Processed as Charge
The merchant processed a debit instead of a credit, processed a credit instead of processing a rever…
Charge Processed as Credit
The merchant processed a credit instead of a debit, or in some other way processed a transaction tha…
Incorrect Charge Amount
The merchant erred, either in entering or calculating information; the merchant changed the amount o…
Late Submission
The transaction wasn't processed in a timely fashion and the account has since been closed; transact…
Duplicate Charge
The merchant tries to submit multiple batches at one time; the transaction has multiple receipts; th…
Non-Matching Card Number
The processed the transaction to an incorrect account number; The merchant did not authorize the tra…
Currency Discrepancy
The transaction currency differs from the currency transmitted through Visa; the cardholder was not …
Insufficient Reply
- The merchant did not supply documents requested. - The merchant supplied only partial documentatio…
No reply
- The merchant did not respond to an American Express inquiry. - The merchant responded to an Americ…
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Try free →Frequently asked questions
What is a chargeback reason code?
A chargeback reason code is a numeric or alphanumeric code assigned by a card network (Visa, Mastercard, Amex, or Discover) that explains why a cardholder or issuing bank initiated a chargeback. Each code determines what evidence a merchant must provide to win the dispute.
What is the most common chargeback reason code?
The most common reason codes are fraud-related: Visa 10.4 (Other Fraud — Card Absent), Mastercard 4853 (Cardholder Dispute), and Amex F10 (Missing Imprint). Fraud codes account for approximately 60-70% of all chargebacks in card-not-present (online) transactions.
How long does a merchant have to respond to a chargeback?
Response deadlines vary by network: Visa gives merchants 30 days, Mastercard 45 days, Amex 20 days, and Discover 20 days from the date the dispute was initiated. Missing the deadline means automatic loss of the chargeback regardless of the evidence.
Can a merchant win a chargeback for reason code 10.4 (fraud)?
Yes. Merchants can win Visa 10.4 fraud chargebacks by submitting Compelling Evidence 3.0: proof that the cardholder made two or more prior undisputed transactions from the same device, IP address, and shipping address. Without CE3.0-eligible history, winning fraud chargebacks is difficult.
Do reason codes differ between Visa and Mastercard?
Yes. Each card network uses its own reason code system. Visa uses decimal codes like 10.4 and 13.1, Mastercard uses four-digit codes like 4853 and 4837, Amex uses alphanumeric codes like F24 and C08, and Discover uses letter codes like AA and AP. The required evidence also differs by network.
How do I find my chargeback reason code?
Your chargeback reason code is included in the dispute notification from your payment processor (Stripe, PayPal, Shopify Payments, etc.). It appears alongside the disputed amount and response deadline.
Can ChargeMate handle any reason code?
Yes. ChargeMate generates network-compliant responses for all Visa, Mastercard, Amex, and Discover reason codes. Our specialists tailor each response to the exact evidence requirements for that specific code.
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