---
title: "Dispute reason codes and defense requirements"
description: "Learn about dispute reason codes and which documents to provide to defend different types of disputes."
url: "https://docs.adyen.com/risk-management/understanding-disputes/dispute-reason-codes"
source_url: "https://docs.adyen.com/risk-management/understanding-disputes/dispute-reason-codes.md"
canonical: "https://docs.adyen.com/risk-management/understanding-disputes/dispute-reason-codes"
last_modified: "2024-02-28T17:22:00+01:00"
language: "en"
---

# Dispute reason codes and defense requirements

Learn about dispute reason codes and which documents to provide to defend different types of disputes.

[View source](/risk-management/understanding-disputes/dispute-reason-codes.md)

Below you will find the reason codes for the dispute events **Chargeback**, **Request for Information** (RFI), and **Notification of Fraud** (NOF). Select a tab to see the possible reason codes for each dispute event category, divided by scheme.

For an overview of the dispute stages, see [Dispute process and flow](/risk-management/understanding-disputes/dispute-process-and-flow).

### Tab: Chargeback

### Chargeback

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

For each scheme, you can see reference tables separated by chargeback type, for example **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.

## Accel & STAR

### Fraud

| Reason Code | Reason                                           | Description                                                                                                     | Defendable                                                                                  | Timeframe                      | Defense Requirements                                                                                                                       |
| ----------- | ------------------------------------------------ | --------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | ------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------ |
| 6000        | Fraud - Cardholder did not Authorize/Participate | The cardholder claims that they did not authorize or participate in a transaction that your business processed. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Fraud - Card Absent Transaction](#fraud-card-absent-transaction) or [Fraud - Card Present Transaction](#fraud---card-present-transaction) |
| 6500        | Fraud - Chip Card Counterfeit Transaction        | The cardholder claims that they did not authorize or participate in a transaction that your business processed. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Counterfeit Card](#counterfeit-card)                                                                                                      |

### Authorization

| Reason Code | Reason                     | Description                                                                               | Defendable                                                                                  | Timeframe                      | Defense Requirements                                                              |
| ----------- | -------------------------- | ----------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | ------------------------------ | --------------------------------------------------------------------------------- |
| 2000        | Transaction Amount Differs | The cardholder claims that the amount they agreed to pay differs from the amount charged. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Incorrect Transaction Amount Presented](#incorrect-transaction-amount-presented) |

### Processing errors

| Reason Code | Reason                     | Description                                                                                                                              | Defendable                                                                                  | Timeframe                      | Defense Requirements                                                              |
| ----------- | -------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | ------------------------------ | --------------------------------------------------------------------------------- |
| 3000        | Transaction Amount Differs | The cardholder claims that the amount they agreed to pay differs from the amount charged.                                                | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Incorrect Transaction Amount Presented](#incorrect-transaction-amount-presented) |
| 3000        | 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. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Paid by Other Means](#paid-by-other-means)                                       |
| 3000        | Duplicate Transaction      | The cardholder claims that a single transaction was processed more than once.                                                            | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Duplicate Billing](#duplicate-billing)                                           |

### Consumer disputes

| Reason Code | Reason                              | Description                                                                                                       | Defendable                                                                                  | Timeframe                      | Defense Requirements                                                                                                                  |
| ----------- | ----------------------------------- | ----------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | ------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------- |
| 4000        | Goods Returned/Canceled             | The cardholder claims that the goods/services they ordered were returned or canceled.                             | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Credit for Returned Goods Requested](#credit-for-returned-goods-requested)                                                           |
| 4000        | Goods/Services not Received/Refused | The cardholder claims that the goods/services they purchased were not received or refused.                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Services Not Provided / Merchandise Not Received](#services-not-provided-merchandise-not-received)                                   |
| 4000        | Goods/Services Damaged/Defective    | The cardholder claims that the goods/services they purchased were damaged or defective.                           | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Repair / Replacement Request of Damaged / Defective Goods Received](#repair-replacement-request-of-damaged-defective-goods-received) |
| 4000        | Goods/Services Not as Described     | The cardholder claims that the goods/services received from your business were not as described by your business. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Goods Not as Described / Defective](#goods-not-as-described-defective)                                                               |

### Cancellations and returns

| Reason Code | Reason                         | Description                                                                                                                        | Defendable                                                                                  | Timeframe                      | Defense Requirements                                                              |
| ----------- | ------------------------------ | ---------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | ------------------------------ | --------------------------------------------------------------------------------- |
| 5000        | Canceled Recurring Transaction | The cardholder claims that their account continues to be billed for recurring goods or services they have canceled or revoked.     | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Canceled Recurring Transaction](#canceled-recurring-transaction)                 |
| 5000        | Transaction Amount Differs     | The cardholder claims that the amount they agreed to pay differs from the amount charged.                                          | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Incorrect Transaction Amount Presented](#incorrect-transaction-amount-presented) |
| 5000        | Goods Returned/Canceled        | The cardholder claims that the goods/services they ordered were returned or canceled.                                              | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Credit for Returned Goods Requested](#credit-for-returned-goods-requested)       |
| 5000        | 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. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [No-Show or Canceled Card Deposit](#no-show-or-canceled-cardeposit)               |

## 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](/risk-management/chargeback-guidelines/ach-chargebacks#reduce-the-chargeback-risk).                                                                                                                                                                                                                                                                                                                                             |
| 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](/risk-management/chargeback-guidelines/ach-chargebacks#reduce-the-chargeback-risk).                                                                                                                                                                                                                                                                                              |
| 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](/risk-management/chargeback-guidelines/ach-chargebacks#reduce-the-chargeback-risk).                                                                                                                                                                                                                                                                                                   |
| 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](/risk-management/chargeback-guidelines/ach-chargebacks#reduce-the-chargeback-risk)), 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](/payment-methods/ach-direct-debit#ach-company-id-for-b2b-payments) for payments to the allowlist of their business account. |
| 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.                                                                                                                                                                                                                                                                                                                                                                                                          |

## Affirm

| Reason Code                          | Description                                                                                                                                       | Defendable                                                                                  | Timeframe                      | Defense Requirements                                                                                                                                          |
| ------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | ------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Product not received                 | The customer claims that they did not receive the goods or services they purchased at your business.                                              | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 15 days from receiving the NoC | [Services not provided/Merchandise not received](/risk-management/understanding-disputes/dispute-reason-codes#services-not-provided-merchandise-not-received) |
| Product unacceptable                 | The customer claims that they received products or services that were defective, damaged, or not as described.                                    | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 15 days from receiving the NoC | [Goods not as described/defective](/risk-management/understanding-disputes/dispute-reason-codes#goods-not-as-described-defective)                             |
| Cancellation or return not processed | The customer claims that they returned the purchased products or canceled the transaction, but have not yet received a refund or credit from you. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 15 days from receiving the NoC | [Credit not processed](/risk-management/understanding-disputes/dispute-reason-codes#credit-not-processed)                                                     |
| Incorrect charge                     | The customer claims that they were charged an incorrect amount.                                                                                   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 15 days from receiving the NoC | [Incorrect transaction amount presented](#incorrect-transaction-amount-presented)                                                                             |
| Duplicate charge                     | The customer claims that they were charged multiple times for an item or an order.                                                                | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 15 days from receiving the NoC | [Multiple processing/Duplicate charge](#multiple-processing-duplicate-charge)                                                                                 |
| Fake product                         | The customer claims that the product received was counterfeit or not as advertised in terms of authenticity.                                      | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 15 days from receiving the NoC | [Counterfeit merchandise](#counterfeit-merchandise)                                                                                                           |
| Subscription cancelled               | The customer was charged after they cancelled a subscription.                                                                                     | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 15 days from receiving the NoC | [Cancellation of recurring goods/services](/risk-management/understanding-disputes/dispute-reason-codes/#canceled-recurring-transaction)                      |
| Credit not processed                 | The customer claims that a refund or credit that they expected has not been processed.                                                            | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 15 days from receiving the NoC | [Credit not processed](/risk-management/understanding-disputes/dispute-reason-codes/#credit-not-processed)                                                    |
| Unrecognized charge                  | The customer does not recognize the transaction on their statement and is disputing it.                                                           | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 15 days from receiving the NoC | [C/M Does not recognize transaction](/risk-management/understanding-disputes/dispute-reason-codes/#c-m-does-not-recognize-transaction)                        |
| Other                                | The customer provided a reason for the dispute that does not fall into any standard categories.                                                   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 15 days from receiving the NoC | [Goods and services not received/refused](/risk-management/understanding-disputes/dispute-reason-codes/#goods-and-services-not-received-refused)              |

## Afterpay/Clearpay

| Reason Code            | Description                                                                                                                                       | Defendable                                                                                  | Timeframe                      | Defense Requirements                                                                                                                                          |
| ---------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | ------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| product\_not\_received | The customer claims that they did not receive the goods or services they purchased at your business.                                              | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 13 days from receiving the NoC | [Services not provided/Merchandise not received](/risk-management/understanding-disputes/dispute-reason-codes#services-not-provided-merchandise-not-received) |
| product\_unacceptable  | The customer claims that they received products or services that were defective, damaged, or not as described.                                    | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 13 days from receiving the NoC | [Goods not as described/defective](/risk-management/understanding-disputes/dispute-reason-codes#goods-not-as-described-defective)                             |
| credit\_not\_processed | The customer claims that they returned the purchased products or canceled the transaction, but have not yet received a refund or credit from you. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 13 days from receiving the NoC | [Credit not processed](/risk-management/understanding-disputes/dispute-reason-codes#credit-not-processed)                                                     |

## 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 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.                                                                                             | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the NoC               | [Missing imprint](#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.                                                   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the NoC               | [No card member authorization/Multiple ROCs](#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)](/get-started-with-adyen/adyen-glossary/#mail-ordertelephone-order-moto) or online transaction. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the NoC               | [Card not present](#card-not-present)                                                               |
| 4763        | FR2                       | Full recourse                                                 | The cardholder challenged the charge, and you have been placed in the Fraud Full Recourse Program.                                                                                                          | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                        |
| 4798        | F30                       | Fraud Liability Shift – Counterfeit                           | The cardholder claims that they did not authorize or participate in a transaction that you processed.                                                                                                       | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the NoC               | [Fraud liability shift - counterfeit](#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.                                                                                                       | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the NoC               | [Fraud liability shift – Lost/Stolen/Non-Received](#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.                                                                                                         | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                        |
| -           | FR6                       | Placed in the Partial Immediate Chargeback Program            | The cardholder challenged the charge, and you have been placed in the Partial Immediate Chargeback Program.                                                                                                 | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                        |

### 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. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the NoC | [Incorrect transaction amount presented](#incorrect-transaction-amount-presented) |
| 4521        | A02                       | No Valid Authorization                                                              | The payment could not be authorized.                                           | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the NoC | [No valid authorization](#no-valid-authorization)                                 |
| 4755        | A08                       | Authorization Approval Expired - No valid Authorization                             | The payment could not be authorized because the transaction expired.           | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the NoC | [Authorization approval expired](#authorization-approval-expired)                 |

### Processing errors

| Reason Code | Reason Code North-America | Reason                                                             | Description                                                                                                                                                          | Defendable                                                                                                                                                                                 | Timeframe                                                                                   | Defense Requirements                                                                                                                       |
| ----------- | ------------------------- | ------------------------------------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------ |
| 4507        | P05   P22                 | Incorrect Transaction Amount Presented  Non-matching Card Number   | Charges were incorrectly submitted by using an incorrect amount. The card number used for the transaction is not assigned to a valid account nor to the cardholder.  | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-")  ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-")   | 14 days from receiving the NoC 14 days from receiving the NoC                               | [Incorrect transaction amount presented](#incorrect-transaction-amount-presented)  [Non-matching card number](#non-matching-card-number)   |
| 4512        | P08                       | Multiple Processing/Duplicate Charge                               | A charge was incorrectly submitted more than once to the cardholder's account.                                                                                       | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-")                                                                                                | 14 days from receiving the NoC                                                              | [Multiple processing/Duplicate charge](#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.                                                                    | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-")                                                                                                | 14 days from receiving the NoC                                                              | [Invalid/Incorrect card number](#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.                                                      | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-")                                                                                                | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | [Currency discrepancy](#currency-discrepancy)                                                                                              |
| 4536        | P07                       | Late presentment/Late submission                                   | The transaction was not captured within the timeframe.                                                                                                               | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                                                                                                               | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                                                               |
| 4752        | P03                       | Credit / Debit Presentment Error                                   | The cardholder was debited for a transaction that should have been a credit.                                                                                         | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-")                                                                                                | 14 days from receiving the NoC                                                              | [Credit not processed as a charge](#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.                                                                                         | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-")                                                                                                | 14 days from receiving the NoC                                                              | [Charge not processed as a credit](#charge-not-processed-as-a-credit)                                                                      |
| 4758        | F22                       | Expired/Not Yet valid card                                         | The transaction completed with an expired card.                                                                                                                      | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                                                                                                               | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                                                               |

### 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. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the NoC | [No credit received/credit not processed](#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.                                                                                   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the NoC | [Goods and services not received/refused](#goods-and-services-not-received-refused)                               |
| 4513        | C05                       | Goods Returned/Canceled                                                                                                           | The cardholder claims that the goods/services they ordered were canceled.                                                                                                                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the NoC | [Goods returned/canceled](#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.                                                               | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the NoC | [No show or canceled CARDeposit](#no-show-or-canceled-cardeposit)                                                 |
| 4515        | C14                       | Paid through Other Means                                                                                                          | The cardholder provided proof of payment by another method.                                                                                                                                      | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the NoC | [Paid through other means](#paid-through-other-means)                                                             |
| 4532        | C32                       | Damaged and/or Defective Goods/Services                                                                                           | The cardholder disputes the quality of the merchandise or services.                                                                                                                              | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the NoC | [Damaged and/or defective goods/services](#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.                                                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the NoC | [Cancellation of recurring goods/services](#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.                                 | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the NoC | [Not as described](#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.                                                                                                            | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the NoC | [Goods/Services not received or only partially received](#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.                                                                                                 | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the NoC | [Car rental charge in dispute](#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.        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the NoC | [No reply](#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. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the NoC | [Request for Support](#request-for-support)                                                               |
| 4571        | R03                       | Complete support and/or Documentation not Provided/ Insufficient Reply | Documentation is missing and not provided as requested.                                                  | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the NoC | [Complete support and/or documentation not provided](#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.                                   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the NoC | [Chargeback authorization](#chargeback-authorization)                                                     |

## India domestic chargebacks with BillDesk

The reason codes for RuPay and UPI are listed below. To manage the disputes for the other card payments, check the reason codes for [American Express](#amex), [Diners](#diners), [Mastercard](#mastercard), or [Visa](#visa).

### Fraud

| Reason Code | Acquirer type | Reason                                        | Defendable                                                                                  | Timeframe                     | Defense Requirements                                            |
| ----------- | ------------- | --------------------------------------------- | ------------------------------------------------------------------------------------------- | ----------------------------- | --------------------------------------------------------------- |
| 128         | UPI           | Chargeback on Fraudulent Transaction          | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 1104        | RuPay         | Cardholder does not recognize the transaction | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 1141        | RuPay         | Fraudulent card present transaction           | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 1142        | RuPay         | Fraudulent card not present transaction       | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 1143        | RuPay         | Fraudulent multiple transactions              | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 3510        | RuPay         | Unauthorized Signature                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |

### Authorization

| Reason Code     | Acquirer type | Reason                                                                                                                                | Defendable                                                                                  | Timeframe                     | Defense Requirements                                            |
| --------------- | ------------- | ------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | ----------------------------- | --------------------------------------------------------------- |
| 108             | UPI           | Remitter account debited but beneficiary account not credited                                                                         | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 109             | UPI           | Remitter bank customer still disputes that beneficiary account is not credited                                                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 121             | UPI           | TCC (Transactions credit confirmation) has been raised but customer still complaining that Beneficiary account is not credited        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 1065 [1](#1065) | RuPay / UPI   | Transaction failed but remitter account debited                                                                                       | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 1121            | RuPay         | Transaction received declined authorization response                                                                                  | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 1122            | RuPay         | Transaction not authorized                                                                                                            | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 1123            | RuPay         | Transaction was processed with invalid card number and authorization was not obtained or credit is processed with invalid card number | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 2353            | RuPay         | A Cardholder was charged for unsuccessful/ Invalid/ Incomplete transaction                                                            | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 3504            | RuPay         | BIN not valid                                                                                                                         | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 3505            | RuPay         | Card Acceptor Business Code should be from standard table                                                                             | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 3506            | RuPay         | Invalid value of POS entry mode                                                                                                       | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 3507            | RuPay         | Invalid value of POS condition code                                                                                                   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 3508            | RuPay         | Invalid value of POS data code                                                                                                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 3514            | RuPay         | Wrong Merchant establishment Category Code (MCC)                                                                                      | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |

[]()1If you accept the chargeback, but do not refund the transaction amount to the cardholder within 5 days of accepting the chargeback, the issuing bank will charge a penalty of Rupees 100 per day.

### Processing errors

| Reason Code | Acquirer type | Reason                                                                                                                     | Defendable                                                                                  | Timeframe                     | Defense Requirements                                            |
| ----------- | ------------- | -------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | ----------------------------- | --------------------------------------------------------------- |
| 1063        | RuPay / UPI   | Paid by alternate means                                                                                                    | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 1081        | RuPay / UPI   | Transaction not settled within the specified timeframes                                                                    | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 1082        | RuPay         | Credit posted as Debit                                                                                                     | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 1083        | RuPay         | Transaction amount incorrect -The account number or transaction amount utilized in the transaction was incorrectly entered | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 1084        | RuPay / UPI   | Duplicate Processing / Multiple transactions                                                                               | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 1085        | UPI           | Card holder was charged more than the transaction amount                                                                   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 2301        | RuPay         | Cardholder was charged less than the actual amount                                                                         | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 2303        | RuPay         | Settlement not received for goods/services provided                                                                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 2351        | RuPay         | Duplicate Transaction                                                                                                      | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 2352        | RuPay         | A Cardholder was charged more than the actual amount                                                                       | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 2357        | RuPay         | Paid by other means                                                                                                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 3501        | RuPay         | Amount should not be greater than Original Transaction amount                                                              | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 3502        | RuPay         | Additional amount should be less than transaction amount                                                                   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 3503        | RuPay         | Transaction currency code should be same with original transaction                                                         | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |

### Consumer disputes

| Reason Code | Acquirer type | Reason                                                            | Defendable                                                                                  | Timeframe                     | Defense Requirements                                            |
| ----------- | ------------- | ----------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | ----------------------------- | --------------------------------------------------------------- |
| 1061        | RuPay / UPI   | Credit not processed for cancelled or returned goods and services | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 1062        | RuPay / UPI   | Goods and Services not as described / defective                   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 1064        | RuPay / UPI   | Goods or Services Not Provided / Not Received                     | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 1097        | UPI           | Customer is still claiming that services are not delivered        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 2355        | RuPay         | Goods Returned by the Cardholder                                  | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 2356        | RuPay         | Services cancelled by the Cardholder                              | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |

### Other

| Reason Code | Acquirer type | Reason                                                                                               | Defendable                                                                                  | Timeframe                     | Defense Requirements                                            |
| ----------- | ------------- | ---------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | ----------------------------- | --------------------------------------------------------------- |
| 1101        | RuPay         | Illegible fulfilment                                                                                 | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 1102        | RuPay         | Retrieval Request not fulfilled                                                                      | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 1103        | RuPay         | Invalid fulfilment                                                                                   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 2302        | RuPay         | Reversal Processed for successful transaction                                                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 2354        | RuPay         | To nullify wrongly raised debit adjustment                                                           | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 3509        | RuPay         | Others                                                                                               | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 3511        | RuPay         | Split Transaction                                                                                    | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 3512        | RuPay         | Cardholder Letter Required for Legal Purposes                                                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 3513        | RuPay         | Illegible fulfilment - Unable to provide legible Transaction supporting documents (TSD) copy         | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 3515        | RuPay         | Copy of Transaction supporting documents (TSD) for Legal Proceeding or Law Enforcement Investigation | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |
| 3516        | RuPay         | Improper return and submission of a Fees                                                             | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the NoC | [BillDesk defense requirements](#billdesk-defense-requirements) |

## Cartes Bancaires

### Fraud

| Reason Code | Reason                                | Description                                                                                                                                       | Defendable                                   | Timeframe                                    | Defense Requirements                         |
| ----------- | ------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------- | -------------------------------------------- | -------------------------------------------- |
| 16          | PIN Not Controlled                    | The transaction was carried out without checking the PIN code of the card.                                                                        | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 23          | Missing imprint                       | The transaction was carried out without taking an imprint of the card, reading the magnetic stripe, or reading the microcircuit.                  | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 45          | Disputed transaction                  | The cardholder claims that the transaction was invalid because they did not authorize or participate in the transaction.                          | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| A1          | Multiple payment transaction disputed | The cardholder claims that the card details were stolen, and one or more fraudulent payments were made although the card was in their possession. | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |

### Consumer disputes

| Reason Code | Reason                        | Description                                                                                              | Defendable                                   | Timeframe                                    | Defense Requirements                         |
| ----------- | ----------------------------- | -------------------------------------------------------------------------------------------------------- | -------------------------------------------- | -------------------------------------------- | -------------------------------------------- |
| 27          | Credit not Processed          | You did not credit the cardholder, or did not send the cardholder a receipt for a cancelled transaction. | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| A0          | Credit fund transfer declined | The credit owned to the cardholder was rejected.                                                         | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |

### Authorization

| Reason Code | Reason                                                                     | Description                                                                                   | Defendable                                   | Timeframe                                    | Defense Requirements                         |
| ----------- | -------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------- | -------------------------------------------- | -------------------------------------------- | -------------------------------------------- |
| 12          | Transaction not authorized by issuer on card with systematic authorization | The transaction was carried out without the correct authorization.                            | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 13          | Forcing                                                                    | The transaction was carried out without the correct authorization.                            | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 14          | Issuer declined authorization                                              | The authorization for the payment was declined by the issuing bank.                           | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 15          | Guarantee by card, by day, by siret                                        | The transaction was carried out without the correct authorization.                            | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 18          | Certificate not auditable                                                  | The transaction was carried out without the correct authorization.                            | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 21          | Expired card                                                               | The charge was submitted by you after the card expired.                                       | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 25          | Maximum transaction amount exceeded                                        | The transaction, carried out via an automated terminal, was for an amount exceeding 1500 EUR. | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 40          | Cancelled card                                                             | The transaction was carried even though the cardholder’s card was canceled.                   | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 62          | Transaction not allowed                                                    | The transaction was carried out without the correct authorization.                            | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |

### Processing errors - Point of Interaction errors

| Reason Code | Reason                                  | Description                                                                                                                                         | Defendable                                   | Timeframe                                    | Defense Requirements                         |
| ----------- | --------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------- | -------------------------------------------- | -------------------------------------------- |
| 17          | Invalid SIRET                           | Your SIRET number is invalid.                                                                                                                       | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 22          | Late Presentment                        | The transaction was not processed/captured within the required time-limit.                                                                          | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 28          | Credit posted as a purchase             | The cardholder was debited for a transaction that should have been a credit.                                                                        | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 42          | Duplicate processing                    | The cardholder claims that the same transaction was processed more than once and they were debited twice.                                           | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 43          | Unknown card number                     | The transaction did not receive authorization and was processed using an account number that does not match any on the issuer's master file.        | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 44          | Disputed amount                         | The cardholder claims that the amount they agreed to pay, differs from the amount charged.                                                          | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 61          | Merchant suspended or struck off        | The transaction was carried out even though Cartes Bancaires suspended you.                                                                         | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 99          | Nonvalid open Payment Partial Guarantee | The partial guarantee open payment transaction was not eligible for partial guarantee, or did not meet the partial guarantee application conditions | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |

## Cash App Pay

| Reason code | Reason                                                                                                                                                        | Description                                                                                                       |
| ----------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------- |
| FR10        | The customer has no knowledge of the payment.                                                                                                                 | Adyen receives a notification, but you do not need to do anything.                                                |
| FR11        | The customer has no knowledge of the payment and the liability has shifted to you due to collusion, fraud monitoring program thresholds, or any other reason. | To defend, see [Fraud-Card absent transaction](#fraud-card-absent-transaction).                                   |
| PE10        | The payment was processed twice.                                                                                                                              | To defend, see [Duplicate processing/Paid by other means](#duplicate-processing-paid-by-other-means).             |
| PE11        | The payment amount differs from the agreed amount.                                                                                                            |                                                                                                                   |
| PE12        | The customer paid by other means.                                                                                                                             | To defend, see [Duplicate processing/Paid by other means](#duplicate-processing-paid-by-other-means).             |
| CD10        | Canceled services.                                                                                                                                            | To defend, see [Canceled merchandise/services](#canceled-merchandise-services).                                   |
| CD11        | The goods or services differ from what was agreed on for the payment.                                                                                         | To defend, see [Goods not as described/defective](#goods-not-as-described-defective).                             |
| CD12        | The goods or services were not received.                                                                                                                      | To defend, see [Services not provided/Merchandise not received](#services-not-provided-merchandise-not-received). |
| CD13        | The purchase was canceled or returned, but the refund has not been processed.                                                                                 | To defend, see [Credit not processed](#credit-not-processed).                                                     |

## 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.                                                                                                                                                                         | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC               | [Fraud–Card present transaction](#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)](/get-started-with-adyen/adyen-glossary/#mail-ordertelephone-order-moto), or other options. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC               | [Fraud-Card absent transaction](#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.                                                                                         | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                        |
| C53         | Fraud – Chip Card Counterfeit Transaction                        | The cardholder claims that they did not authorize or participate in a transaction that you processed.                                                                                                                                                  | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                        |
| C54         | Fraud – Lost or Stolen Chip and PIN Card Transaction             | The cardholder did not authorize or participate in a card-present transaction                                                                                                                                                                          | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                        |

### Authorization

| Reason Code | Reason                          | Description                                                                                               | Defendable                                   | Timeframe                                    | Defense Requirements                         |
| ----------- | ------------------------------- | --------------------------------------------------------------------------------------------------------- | -------------------------------------------- | -------------------------------------------- | -------------------------------------------- |
| A02         | Authorization Processing Errors | The payment could not be authorized because of errors.                                                    | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| A06         | Unissued Account Number         | The account number does not correspond to the account numbers the issuer has on file for this cardholder. | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |

### Processing errors

| Reason Code | Reason                                                 | Description                                                                                                                                                                    | Defendable                                                                                  | Timeframe                                    | Defense Requirements                          |
| ----------- | ------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ------------------------------------------------------------------------------------------- | -------------------------------------------- | --------------------------------------------- |
| B24         | Late Presentation                                      | The transaction was not sent to Diners within the timeframe.                                                                                                                   | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")  |
| B25         | Duplicate Charge                                       | The cardholder claims that a single transaction was processed more than once.                                                                                                  | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC               | [Duplicate processing](#duplicate-processing) |
| B26         | Alternate Settlement Currency Incorrect Exchange Rates | The cardholder claims that the converted amount of charge on an international transaction is incorrect.                                                                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC               | [Incorrect currency](#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. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC               | [Incorrect currency](#incorrect-currency)     |
| D61         | Altered Amount                                         | The cardholder claims that the amount they agreed to pay differs from the amount charged.                                                                                      | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC               | [Incorrect amount](#incorrect-amount)         |
| D67         | Cardmember 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.                                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC               | [Paid by other means](#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.                                                                                           | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC | [Services not provided/Merchandise not received](#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. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC | [Credit not processed](#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.                                                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC | [Canceled recurring transaction](#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.                                                                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC | [Cardholder does not recognize](#cardholder-does-not-recognize)                                   |

## Direct Debit Great Britain (BACS)

| Reason Code | Reason                                                                             | Description                                                                                                                                                                                                                                                                                                                       | Defendable                                   | Timeframe                                    | Defense Requirements                         |                                              |
| ----------- | ---------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------- | -------------------------------------------- | -------------------------------------------- | -------------------------------------------- |
| 0           | Insufficient funds; refer to payer                                                 | The insufficient funds can arise for one of the following reasons:- Adyen was not able to retrieve the funds from the account holder's account.
- The account holder's account has been frozen due to a Garnishee order or an arrestment on their account.                                                                        | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| 1           | Instruction cancelled; refer to payer                                              | The account holder, the issuing bank, or Adyen cancelled the transaction.                                                                                                                                                                                                                                                         | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 2           | Payer Deceased                                                                     | The account holder is deceased.                                                                                                                                                                                                                                                                                                   | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| 3           | Instruction transferred to another bank/building society or Account Transferred    | The account holder's account was transferred to a new bank or a building society.                                                                                                                                                                                                                                                 | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| 4           | Advance notice dispute                                                             | The account holder questions the time, the amount, and/or the frequency of the payment(s) and requested a reversal.                                                                                                                                                                                                               | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| 5           | No account (or wrong account type)                                                 | The account number is not recognized at the account holder's bank.                                                                                                                                                                                                                                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| 6           | No DDI Instruction                                                                 | There was no Direct Debit Instruction (DDI) attached with the account holder’s bank to enable you to collect direct debit.                                                                                                                                                                                                        | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| 7           | Amount differs/DDI Amount not Zero                                                 | The dispute can happen for one of the following reasons:- The account holder states that the amount of the direct debit is different from the amount agreed.
- The validation has detected field 8 is not zero, or is filled with a blank space.                                                                                  | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| 8           | Amount not yet due                                                                 | The account holder states the date of debit is earlier than the due date specified in the advance notice to them.                                                                                                                                                                                                                 | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| 9           | Payer states presentation overdue                                                  | The overdue happens for one of the following reasons:- The account holder claims that the date of presentation is more than three working days after the due date specified in the advance notice to them.
- The representation of the Unpaid Direct Debit is more than one month from the original direct debit processing date. | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| A           | Service User differs                                                               | The identity of the service user differs from the Direct Debit Instruction (DDI).                                                                                                                                                                                                                                                 | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| B           | Account closed                                                                     | The account holder has closed their account for an unknown reason.                                                                                                                                                                                                                                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| C           | Account/Instruction transferred to a different branch of the bank/building society | The account holder's account was transferred to a new bank, a different branch of the bank or building society.                                                                                                                                                                                                                   | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| D           | Advance notice disputed                                                            | The account holder questions the time, the amount, and/or the frequency of the payment(s) and requested a reversal.                                                                                                                                                                                                               | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| E           | Instruction amended                                                                | There are new account details provided to you.                                                                                                                                                                                                                                                                                    | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| F           | Invalid account type                                                               | The issuing bank or Adyen does not allow direct debits on this type of account.                                                                                                                                                                                                                                                   | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| G           | Bank will not accept Direct Debits on account                                      | The issuing bank or Adyen does not allow direct debits on this account.                                                                                                                                                                                                                                                           | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| H           | Instruction Expired                                                                | You attempted to convert a Direct Debit Instruction (DDI) that is shown as expired on Adyen's database.                                                                                                                                                                                                                           | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| I           | Payer reference is not unique                                                      | The issuing bank or Adyen has matched the Direct Debit Instruction (DDI) to an existing one with a similar reference that has more or fewer characters.                                                                                                                                                                           | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| K           | Instruction cancelled by bank                                                      | The issuing bank or Adyen has canceled the Direct Debit Instruction (DDI).                                                                                                                                                                                                                                                        | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| L           | Incorrect payer's account details                                                  | The incorrect details can happen for one of the following reasons:- The sort code or the account number has failed the modulus check.
- The sort code does not exist.
- The account number is not all numeric or is all zeros.
- The account type is not valid.                                                                   | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| M           | Transaction code/User status incompatible                                          | The transaction code or the user status is incompatible.                                                                                                                                                                                                                                                                          | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| N           | Transaction disallowed at payer's branch                                           | Adyen disallowed the setup of Direct Debit Instructions (DDI) at the branch in field 1 of the transaction.                                                                                                                                                                                                                        | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| O           | Invalid Reference                                                                  | The reference in field 10 of the Direct Debit Instruction (DDI) record does not comply with the Automated Direct Debit Instruction Service (AUDDIS) rules.                                                                                                                                                                        | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| P           | Payer's name not present                                                           | The validation has detected field 11 as blank. The account holder’s name should always be entered.                                                                                                                                                                                                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| Q           | Service User name blank                                                            | The validation has detected field 9 as blank. The service user’s company or trading name should always be entered.                                                                                                                                                                                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| R           | Instruction re-instated                                                            | The issuing bank or Adyen can re-instate a cancelled Direct Debit Instruction (DDI) up to two months from the cancellation.                                                                                                                                                                                                       | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |

## Discover

### Fraud

| Reason Code | Reason                                  | Description                                                                                                                                                                                                                                                             | Defendable                                                                                  | Timeframe                                    | Defense Requirements                                                |
| ----------- | --------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | -------------------------------------------- | ------------------------------------------------------------------- |
| 4537        | 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.                                                                                                                    | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                        |
| 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.                                                                                                                                | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC               | [Fraud–Card present transaction](#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.                                                                                                                                                                   | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                        |
| 4867        | Fraud Chip Card and PIN Transaction     | The cardholder claims that they did not authorize or participate in a transaction that you processed.                                                                                                                                                                   | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                        |
| 4868        | 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)](/get-started-with-adyen/adyen-glossary/#mail-ordertelephone-order-moto), or other options. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC               | [Fraud-Card absent transaction](#fraud-card-absent-transaction)     |

### Authorization

| Reason Code | Reason                       | Description                                                                                                      | Defendable                                   | Timeframe                                    | Defense Requirements                         |
| ----------- | ---------------------------- | ---------------------------------------------------------------------------------------------------------------- | -------------------------------------------- | -------------------------------------------- | -------------------------------------------- |
| 4512        | Invalid Cardholder Number    | The account number does not correspond to the account numbers the issuer has on file for this cardholder.        | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 4590        | Non-Receipt of Cash from ATM | The cardholder claims that they did not receive cash or only received partial cash at an ATM withdrawal machine. | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 4863        | Authorization Non Compliance | The cardholder claims that a charge did not go through the required authorization process.                       | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |

### 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.                                                           | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC               | [Duplicate processing](#duplicate-processing)                       |
| 4542        | Late Presentation                 | The transaction was not sent to Discover within the timeframe.                                                                          | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                        |
| 4550        | Credit/ Debit Posted Incorrectly  | An account is posted as debit in place of a credit by mistake.                                                                          | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC               | [Credit/Debit posted incorrectly](#credit-debit-posted-incorrectly) |
| 4586        | Altered Amount                    | The cardholder claims that the amount they agreed to pay differs from the amount charged.                                               | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC               | [Incorrect amount](#incorrect-amount)                               |
| 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. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC               | [Paid by other means](#paid-by-other-means)                         |

### 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.                                                                   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC | [Canceled recurring transaction](#canceled-recurring-transaction)     |
| 4553        | Cardholder Disputes Quality of Goods or Services | The cardholder is not happy with the quality of the merchandise or service.                                                                                                                      | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC | [Goods not as described/defective](#goods-not-as-described-defective) |
| 4555        | Non-Receipt of Goods or Services                 | The cardholder claims that they did not receive the goods or services they purchased at your business.                                                                                           | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC | [Merchandise not received](#merchandise-not-received)                 |
| 4560        | 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. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC | [Credit not processed](#credit-not-processed)                         |

## ELO

### Fraud

| Reason Code | Reason                                                  | Description                                                                                                                                                                                                                                           | Defendable                                                                                  | Timeframe                                    | Defense Requirements                                            |
| ----------- | ------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | -------------------------------------------- | --------------------------------------------------------------- |
| 71          | No Authorization Obtained/Cardholder does not Recognize | The cardholder states that neither they, nor anyone authorized by them, engaged in the transaction.                                                                                                                                                   | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                    |
| 83          | Card Absent Fraud                                       | The cardholder did not authorize or participate in a transaction conducted in a card-absent environment such as online, [Mail Order/Telephone Order (MOTO)](/get-started-with-adyen/adyen-glossary/#mail-ordertelephone-order-moto) or other options. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 18 days from receiving the NoC               | [Fraud-Card absent transaction](#fraud-card-absent-transaction) |

### Consumer disputes

| Reason Code | Reason                                       | Description                                                                                                                                   | Defendable                                                                                  | Timeframe                      | Defense Requirements                                                  |
| ----------- | -------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | ------------------------------ | --------------------------------------------------------------------- |
| 30          | Services Not Rendered                        | The cardholder claims that they did not receive the goods or services they purchased at your business.                                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 18 days from receiving the NoC | [Merchandise not received](#merchandise-not-received)                 |
| 41          | Cardholder Canceled Recurring Transaction    | The cardholder claims that their account continues to be billed for recurring goods or services that they had previously canceled or revoked. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 18 days from receiving the NoC | [Canceled recurring](#canceled-recurring-transaction)                 |
| 53          | Defective Merchandise/Goods Not As Described | The cardholder claims the goods were not as described or disputes the quality of the merchandise or service.                                  | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 18 days from receiving the NoC | [Goods not as described/defective](#goods-not-as-described-defective) |

### Processing errors

| Reason Code | Reason                      | Description                                                                                                                                                                                   | Defendable                                                                                  | Timeframe                                    | Defense Requirements                          |
| ----------- | --------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | -------------------------------------------- | --------------------------------------------- |
| 72          | Declined Authorization      | The payment could not be authorized because it was above the floor limit, or was not authorized by the cardholder due to the down time.                                                       | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")  |
| 74          | Late Presentment            | The transaction was not sent to ELO within the timeframe.                                                                                                                                     | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")  |
| 77          | Non Matching Account Number | The account number does not correspond with the account number the issuer has on file for this cardholder.                                                                                    | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")  |
| 80          | Processing Error            | An error occurred when processing the transaction on the terminal.                                                                                                                            | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")  |
| 82          | Duplicate Processing        | The cardholder claims that a single transaction was processed more than once.                                                                                                                 | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 18 days from receiving the NoC               | [Duplicate processing](#duplicate-processing) |
| 85          | 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. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 18 days from receiving the NoC               | [Credit not processed](#credit-not-processed) |

## JCB

### 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. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC | [Fraud–Card present transaction](#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.     | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC | [Fraud–Card absent transaction](#fraud-card-absent-transaction)     |
| 546         | Unauthorized Purchase             | The cardholder did not authorize or participate in the transaction.                                                                  | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC | [Fraud–Card absent transaction](#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. | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| 503         | Expired JCB Card       | A transaction completed with an expired card.                                                                                             | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| 522         | Authorization Declined | An authorization request was declined.                                                                                                    | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 523         | Incorrect Card number  | The account number does not correspond to the account numbers the issuer has on file for this cardholder.                                 | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |
| 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.                                      | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |                                              |

### 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.                                                                                                                                    | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC               | [Incorrect amount](#incorrect-amount)                       |
| 510         | Mispost                      | The account was posted as debit in place of a credit by mistake.                                                                                                                                                              | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC               | [Credit posted as a purchase](#credit-posted-as-a-purchase) |
| 512         | Duplicate Processing         | The cardholder claims that a single transaction was processed more than once.                                                                                                                                                 | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC               | [Duplicate processing](#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.                                                                                 | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC               | [Incorrect amount](#incorrect-amount)                       |
| 525         | Altered Amount               | The cardholder claims that the amount they agreed to pay, differs from the amount charged.                                                                                                                                    | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC               | [Incorrect amount](#incorrect-amount)                       |
| 536         | Late Submission              | The transaction was not sent to JCB within the timeframe.                                                                                                                                                                     | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                |
| 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.                                                                                           | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                |
| 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. | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                |
| 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.                                                                                         | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC               | [Paid by other means](#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.                              | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC | [Services not provided/Merchandise not received](#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. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC | [Credit not processed](#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.                                                                  | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC | [Services not provided/Merchandise not received](#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.                                                   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC | [Requested Copy Illegible](#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.                                      | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC | [Addendum dispute](#addendum-dispute)                                                             |
| 538         | Advance Deposit                                       | The cardholder claims that they were not clearly informed about the cancellation policy at the time of the reservation.                                                 | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC | [Canceled merchandise/services](#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.                                          | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC | [Canceled recurring transaction](#canceled-recurring-transaction)                                 |
| 554         | Non-Receipt of Merchandise/Non-Receipt of Cash at ATM | The cardholder did not receive merchandise at the agreed location.                                                                                                      | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC | [Services not provided/Merchandise not received](#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.                                                                      | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC               | [No cardholder authorization](#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.                      | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                |
| 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.               | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                |
| 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.                                          | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                |
| 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.     | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                |
| 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. | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                |
| 4999        | Domestic Chargeback Dispute (Europe region only) | The issuer can supply this message for a domestic chargeback that doesn't meet another chargeback categorization.                                                | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC               | [Merchandise not received](#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.                                                                                                                                       | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 4807        | Warning Bulletin File                          | The payment could not be authorized.                                                                                                                                       | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 4812        | Account Number Not on File                     | The account number does not correspond to the account numbers the issuer has on file for this cardholder.                                                                  | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 4835        | Card Not Valid or Expired                      | A transaction completed with an expired card.                                                                                                                              | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 4859        | ATM Dispute                                    | The cardholder complained to the issuer that they did not receive, or only received in part, funds charged to their account as a result of an automated cash disbursement. | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |

### 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.                                                                                                                                               | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC | [Duplicate transaction - Different forms of payment](#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.                                                                                                                      | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC | [Duplicate transaction - Same form of payment](#same-form-of-payment)             |
| 4834        | Point of Interaction error | Transaction Amount Differs: The cardholder was billed an incorrect amount.                                                                                                                                                                                   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC | [Transaction Amount Differs](#transaction-amount-differs)                         |
| 4834        | Point of Interaction error | ATM Disputes: Cash was not properly dispensed by an ATM.                                                                                                                                                                                                     | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC | [ATM Disputes - Incorrect cash](#incorrect-cash)                                  |
| 4834        | Point of Interaction error | ATM Disputes: The cardholder's account has been debited more than once for the same ATM transaction.                                                                                                                                                         | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC | [ATM Disputes - Account debited more than once](#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.                                                                                                                     | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC | [Loss, theft, or damages](#loss-theft-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.                                                                         | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC | [Dynamic currency conversion](#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) | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC | [Unreasonable amount](#unreasonable-amount)                                       |
| 4834        | Point of Interaction error | The cardholder paid an improper merchant surcharge (intra-European and inter-European transactions only).                                                                                                                                                    | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC | [Improper merchant surcharge](#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.                                                                                                                            | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC | [Currency exchange loss](#currency-exchange-loss)                                 |
| 4834        | Point of Interaction error | Late Presentment: The acquirer presented a transaction past the applicable time frame.                                                                                                                                                                       | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC | [Late presentment](#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.                                                           | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 40 days from receiving the NoC               | [Transaction amount differs](#transaction-amount-differs) |
| 4842        | Late Presentment                                          | The transaction was not sent to Mastercard within the timeframe required.                                                                           | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")              |
| 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. | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")              |
| 4850        | Installment Billing Dispute - Credit Posted as a Purchase | An account is posted as a debit instead of a credit by mistake.                                                                                     | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")              |

### 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).                                                                                                                                                                                                                                                                                                         | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-")                                                                                                 | 40 days from receiving the NOC                                   | [Services not provided/Merchandise not received](#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.                                                                                                                                                                                                                                                                                                                                                                                                                                                              | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-")                                                                                                 | 40 days from receiving the NoC                                   | [Canceled recurring transaction](#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.                                                                                                                                                                                                                                                                                                                                                                                                                   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-")                                                                                                 | 40 days from receiving the NoC                                   | [Goods not as described/defective](#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.                                                                                                                                                                                                                                                                                                                                           | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-")                                                                                                 | 40 days from receiving the NoC                                   | [Counterfeit merchandise](#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.                                                                                                                                                                                                                                                                                                                                                                                                                                                                  | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-")                                                                                                 | 40 days from receiving the NoC                                   | [Addendum dispute](#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.                                                                                                                                                                                                                                                                                                                                                                                                                                            | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-")                                                                                                 | 40 days from receiving the NoC                                   | [Purchase transaction did not complete](#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. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-")  ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-")    | 40 days from receiving the NoC  40 days from receiving the NoC   | [Credit posted as a purchase](#credit-posted-as-a-purchase)  [Credit not processed](#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 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). |
| 4859        | Addendum dispute or "no-show" hotel charge was billed | Although issuers can still raise a "no-show" dispute with this code, reason code 4859 is now used for [ATM disputes](#authorization-1).                                                                                                                                 |
| 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.                                                                                                                                                                               |

## Mexico domestic

### Fraud

| Reason Code           | Reason                                                                            | Description                                                                                                                                    | Defendable                                                                                  | Timeframe                      |
| --------------------- | --------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | ------------------------------ |
| 63A                   | CHIP (EMV) - No EMV and not recognized by the Cardholder                          | The cardholder is claiming that they did not authorize or participate in a transaction that you processed. The terminal was not EMV compliant. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 63B                   | CHIP (EMV) - No EMV values                                                        | The transaction was not authenticated by the EMV process.                                                                                      | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 63C                   | CHIP (EMV) - EMV & not authorized by the Cardholder                               | The transaction was authenticated, however, the cardholder did not authorize.                                                                  | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 63D                   | CHIP (EMV) - EMV & PIN - not authorized by the Cardholder                         | The transaction was authenticated but the PIN code was not authorized. When the cardholder entered the pin, it was declined.                   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 68A / 68B / 68C / 68D | Fraudulent telephone/mail/internet transaction - not recognized by the Cardholder | The cardholder claims that they did not authorize or participate in a transaction that you processed.                                          | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 89A                   | Signature not authorized                                                          | The signature did not match and the transaction was not authorized by the cardholder.                                                          | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |

### Potential fraud

| Reason Code | Reason                                        | Description                                                                                                                                                                              | Defendable                                                                                  | Timeframe                      |
| ----------- | --------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | ------------------------------ |
| 57A / 57C   | Unauthorized Transaction                      | Multiple transactions were not authorized by the cardholder - In-person payments only.                                                                                                   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 57B         | Unauthorized Transaction                      | Multiple transactions were not authorized by the cardholder - Ecommerce, not applicable for 3D Secure.                                                                                   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 57D         | Unauthorized Transaction                      | Multiple transactions were not authorized by the cardholder - Manual transaction.                                                                                                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 75A / 75B   | False authorization                           | The acquirer sent a false authorization code.                                                                                                                                            | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 76A / 76C   | Highway Tolls - Cardholder does not recognize | Multiple transactions were processed in less than five minutes. The cardholder recognizes the first few transactions, but does not recognize one or more of the subsequent transactions. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 76B / 76D   | Highway Tolls - Cardholder does not recognize | The cardholder does not recognize one or more than one transactions.                                                                                                                     | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 86A / 86B   | Alterated amount                              | The receipt was altered without the consent of the cardholder.                                                                                                                           | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 87A         | Pre-elaborated receipt                        | The transaction was not authorized by the cardholder.                                                                                                                                    | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |

### Processing errors

| Reason Code | Reason                                                                      | Description                                                                                                                                               | Defendable                                                                                  | Timeframe                      |
| ----------- | --------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | ------------------------------ |
| 57E         | Unauthorized Transaction                                                    | Single or multiple transactions were not authorized by the cardholder - PIN entered.                                                                      | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 74A / 74C   | Late Presentment - Out of Time                                              | The transaction was not processed within the required timeframe.                                                                                          | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 74B         | Late Presentment - Debit Card Cancelled                                     | The transaction was not processed within 9 to 30 days and the card was canceled or suspended by a court order.                                            | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 74D         | Late Presentment - Billing Process                                          | The transaction was processed after a retry and the cardholder made a complaint to the issuer.                                                            | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 77A         | Invalid Account Number                                                      | The transaction was processed with an invalid card number.                                                                                                | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 80A         | Error in Process - Incorrect Account                                        | The transaction was processed with a wrong card number and data.                                                                                          | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 80B         | Error in process - Credit as a Purchase                                     | A credit transaction was processed as debit.                                                                                                              | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 80C         | Error in process - Wrong Documentation Support                              | An error was made when processing the transaction.                                                                                                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 81A         | Lack of Receipt                                                             | The receipt was printed without the card number and no authorization.                                                                                     | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 82A / 82C   | Duplicated Process - Same Acquirer                                          | The transaction was processed by the same acquirer on different dates.                                                                                    | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 82B / 82D   | Duplicated Process - Different Acquirer                                     | The transaction was processed more than one time by different acquirers. The second acquirer will receive the chargeback.                                 | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 82E         | Duplicated Process - Same Acquirer Same Day                                 | The transaction was processed by the same acquirer on the same day.                                                                                       | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 82F         | Duplicated Process - Same Acquirer                                          | The transaction was processed by the same acquirer.                                                                                                       | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 82G         | Duplicated Process - Same Documentation Support                             | The acquirer sent the same documentation for two or more Requests for Information.                                                                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 88A         | Partial Transaction                                                         | Two or more transactions were processed which were within the threshold when considered as individual transactions, but together they exceeded the limit. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 94A / 94E   | Guaranteed reservation cancelled, late charges and/or paid by other methods | The cardholder was charged after the cancellation was made.                                                                                               | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 94B / 94F   | Guaranteed reservation cancelled, late charges and/or paid by other methods | The cardholder did not request or authorize the reservation.                                                                                              | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 94C         | Guaranteed reservation cancelled, late charges and/or paid by other methods | The cardholder used the services, but it was charged a no-show.                                                                                           | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 94D         | Guaranteed reservation cancelled, late charges and/or paid by other methods | The cardholder used the services or products and paid the bill by other methods.                                                                          | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 94G         | Guaranteed reservation cancelled, late charges and/or paid by other methods | The cardholder used the services, but it was charged a no-show.                                                                                           | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 94H         | Guaranteed reservation cancelled, late charges and/or paid by other methods | The cardholder used the services or products and paid the bill by other methods.                                                                          | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 94I         | Guaranteed reservation cancelled, late charges and/or paid by other methods | The cardholder complained because the transaction took too long to be processed.                                                                          | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 95A         | Deposit in advance                                                          | The cardholder was charged for a deposit in advance when they canceled the reservation.                                                                   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 95B         | Deposit in advance                                                          | The cardholder was charged for a deposit in advance, but they used partial services.                                                                      | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 95C         | Deposit in advance                                                          | The cardholder was charged for a deposit in advance but was not informed about the cancellation policy.                                                   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 95D         | Deposit in advance                                                          | The cardholder was charged for a deposit in advance without an authorization.                                                                             | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |

### Invalid transaction

| Reason Code | Reason                                                                      | Description                                                                      | Defendable                                                                                  | Timeframe                      |
| ----------- | --------------------------------------------------------------------------- | -------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | ------------------------------ |
| 64A / 64B   | Manual Transaction in electronic terminal - Invalid data (Card not present) | The card was never swiped. The card number was manually typed onto the terminal. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 71A / 71B   | Authorization declined - forced transaction                                 | The transaction was processed after the authorization was declined.              | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 72A / 72C   | Transaction that exceeds the authorized amount                              | The transaction was processed with a higher amount than approved by the issuer.  | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 72B / 72D   | Transaction without authorization                                           | The transaction was not authorized.                                              | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 73A / 73B   | Expired card - Without authorization                                        | The payment could not be authorized.                                             | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |

### Consumer disputes

| Reason Code | Reason                                                                        | Description                                                                                                                   | Defendable                                                                                  | Timeframe                      |
| ----------- | ----------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | ------------------------------ |
| 41A / 41G   | Recurring payment Cancelled or not requested                                  | The recurring payment was canceled or requested without an authorization from the cardholder or without any service contract. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 41B / 41H   | Recurring payment Cancelled or not requested                                  | The charge continued after the payment was canceled.                                                                          | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 41C / 41I   | Recurring payment Cancelled or not requested                                  | There was no contract or the renewal was unauthorized.                                                                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 41D         | Recurring payment Cancelled or not requested                                  | The transaction was processed without any recurrent payment indicator.                                                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 41E         | Recurring payment Cancelled or not requested                                  | The TAG transaction, a system which automatically collects the toll, was not recognized.                                      | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 41F         | Recurring payment Cancelled or not requested                                  | The cardholder is without a TAG contract, a system that automatically collects the toll.                                      | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 84A         | Missing signature and/or signature on file - Travel Agency                    | The transaction was not authorized by the cardholder.                                                                         | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 84B         | Missing signature and/or signature on file - without cardholder authorization | The transaction was without a signature and not authorized by the cardholder.                                                 | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 84C         | Missing signature and/or signature on file - COF                              | The transaction was without a signature.                                                                                      | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 84D         | Missing signature and/or signature on file - Travel Agency                    | The transaction was with a signature but without an authorization (wrong signature).                                          | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 84E         | Missing signature and/or signature on file - without cardholder authorization | The documentation was completed without a signature and not authorized.                                                       | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 84F         | Missing signature and/or signature on file - QPS                              | The documentation was sent with the description "Authorized without signature".                                               | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 85A         | Refund not processed/failed sale                                              | The refund was not done within the agreed 10 days time limit.                                                                 | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 85B         | Refund not processed/failed sale                                              | The refund was not processed.                                                                                                 | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |

### Other - Mostly common for POS related disputes

| Reason Code | Reason                                                                                                           | Description                                                                                  | Defendable                                                                                  | Timeframe                      |
| ----------- | ---------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | ------------------------------ |
| 60A         | Original or copy received illegible, with incomplete data or does not correspond - Illegible                     | Original or copy of the receipt cannot be read, with incomplete data.                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 60B         | Original or copy received illegible, with incomplete data or does not correspond - Missing data                  | Original or copy of the receipt is missing data.                                             | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |
| 60C         | Original or copy received illegible, with incomplete data or does not correspond - Invalid documentation support | Original or copy of the receipt cannot be read, with incomplete data or does not correspond. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the NoC |

## NYCE

### Fraud

| Reason Code | Reason             | Description                                                                                           | Defendable                                                                                  | Timeframe                                    | Defense Requirements                                            |
| ----------- | ------------------ | ----------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | -------------------------------------------- | --------------------------------------------------------------- |
| CC          | Chip Counterfeit   | The cardholder claims that they did not authorize or participate in a transaction that you processed. | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                    |
| UF          | Unauthorized Fraud | The cardholder claims that they did not authorize or participate in a transaction.                    | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC               | [Fraud-Card absent transaction](#fraud-card-absent-transaction) |

### Authorization

| Reason Code | Reason                | Description                                                                                                             | Defendable                                   | Timeframe                                    | Defense Requirements                         |
| ----------- | --------------------- | ----------------------------------------------------------------------------------------------------------------------- | -------------------------------------------- | -------------------------------------------- | -------------------------------------------- |
| A2          | Account not available | The account number does not correspond with any of the account numbers that the issuer has on file for this cardholder. | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| CF          | No AVS provided       | The cardholder claims that they did not provide their billing address for the transaction.                              | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |

### Processing errors

| Reason Code | Reason                     | Description                                                                               | Defendable                                                                                  | Timeframe                      | Defense Requirements                          |
| ----------- | -------------------------- | ----------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | ------------------------------ | --------------------------------------------- |
| A5          | Transaction Amount Differs | The cardholder claims that the amount they agreed to pay differs from the amount charged. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Incorrect amount](#incorrect-amount)         |
| A6          | Duplicate Transaction      | The cardholder claims that a single transaction was processed more than once.             | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Duplicate processing](#duplicate-processing) |

### Consumer disputes

| Reason Code | Reason                    | Description                                                                                                                                                            | Defendable                                                                                  | Timeframe                      | Defense Requirements                                            |
| ----------- | ------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | ------------------------------ | --------------------------------------------------------------- |
| A1          | Cardholder Dispute        | The cardholder disputes the transaction                                                                                                                                | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Cardholder denies transaction](#cardholder-denies-transaction) |
| A3          | Merchandise not received  | The cardholder claims that they did not receive the goods or services they purchased at your business.                                                                 | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Merchandise not received](#merchandise-not-received)           |
| A4          | Merchandise not 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.       | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Not as described](#not-as-described)                           |
| A7          | 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. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Credit not processed](#credit-not-processed)                   |

## PULSE

### Fraud

| Reason Code | Reason                                    | Description                                                                                                                                                                                                                                                       | Defendable                                                                                  | Timeframe                                    | Defense Requirements                                                |
| ----------- | ----------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | -------------------------------------------- | ------------------------------------------------------------------- |
| 4537        | Fraud - Card Present Transaction          | The cardholder claims that they did not authorize or participate in a card-present transaction.                                                                                                                                                                   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC               | [Fraud–Card present transaction](#fraud---card-present-transaction) |
| 4752        | Transaction Not Recognized                | The cardholder does not recognize the transaction and claims that they did not authorize the charge to their card.                                                                                                                                                | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC               | [Cardholder does not recognize](#cardholder-does-not-recognize)     |
| 4866        | Fraud - Chip Card Counterfeit transaction | The cardholder claims that they did not authorize or participate in a transaction that you processed.                                                                                                                                                             | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC               | [Counterfeit card](#counterfeit-card)                               |
| 4867        | Fraud - Lost/Stolen Chip Card Transaction | The cardholder claims that they did not authorize or participate in a transaction that you processed.                                                                                                                                                             | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                        |
| 4868        | Fraud - Card Not Present Transaction      | The cardholder claims they did not authorize or participate in a transaction conducted in a card-absent environment such as online, [Mail Order/Telephone Order (MOTO)](/get-started-with-adyen/adyen-glossary/#mail-ordertelephone-order-moto), or other option. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC               | [Fraud–Card absent transaction](#fraud-card-absent-transaction)     |

### Authorization

| Reason Code | Reason                       | Description                                                                                                             | Defendable                                                                                  | Timeframe                                    | Defense Requirements                                            |
| ----------- | ---------------------------- | ----------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | -------------------------------------------- | --------------------------------------------------------------- |
| 4512        | Invalid Cardholder Number    | The account number does not correspond with any of the account numbers that the issuer has on file for this cardholder. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC               | [Invalid/Incorrect card number](#invalid-incorrect-card-number) |
| 4590        | Non-Receipt of Cash from ATM | The cardholder claims that they did not receive cash or only received partial cash at an ATM withdrawal machine.        | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                    |

### Processing errors

| Reason Code | Reason                          | Description                                                                               | Defendable                                                                                  | Timeframe                                    | Defense Requirements                                                |
| ----------- | ------------------------------- | ----------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | -------------------------------------------- | ------------------------------------------------------------------- |
| 4532        | Duplicate Processing            | The cardholder claims that a single transaction was processed more than once.             | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC               | [Duplicate processing](#duplicate-processing)                       |
| 4542        | Late Presentation               | The transaction was not sent to PULSE within the timeframe.                               | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                        |
| 4550        | Credit/Debit Posted Incorrectly | An account is posted as debit in place of a credit by mistake.                            | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC               | [Credit/Debit posted incorrectly](#credit-debit-posted-incorrectly) |
| 4586        | Altered Amount                  | The cardholder claims that the amount they agreed to pay differs from the amount charged. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC               | [Incorrect amount](#incorrect-amount)                               |

### Consumer disputes

| Reason Code | Reason                                           | Description                                                                                                                                                                                      | Defendable                                                                                  | Timeframe                      | Defense Requirements                                                  |
| ----------- | ------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ------------------------------------------------------------------------------------------- | ------------------------------ | --------------------------------------------------------------------- |
| 4541        | Canceled Recurring Transaction                   | The cardholder claims that their account continues to be billed for recurring goods or services they have canceled or revoked.                                                                   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Canceled recurring transaction](#canceled-recurring-transaction)     |
| 4553        | Cardholder Disputes Quality of Goods or Services | The cardholder is not happy with the quality of the merchandise or service.                                                                                                                      | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Goods not as described/defective](#goods-not-as-described-defective) |
| 4555        | Non-Receipt of Goods or Services                 | The cardholder claims that they did not receive the goods or services they purchased at your business.                                                                                           | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Merchandise not received](#merchandise-not-received)                 |
| 4560        | Credit or 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. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Credit not processed](#credit-not-processed)                         |
| 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.                                                          | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Paid by other means](#paid-by-other-means)                           |

## SEPA

### General reason codes

| Reason code | Reason                                   | Description                                                                                                                                                                            | Defendable                                   | Timeframe                                    | Defense Requirements                         |
| ----------- | ---------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------- | -------------------------------------------- | -------------------------------------------- |
| AC01        | Incorrect Account Number                 | The account identifier or number is not valid or incorrect. For example, the IBAN is not valid, or the account number does not exist.                                                  | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| AC04        | Closed Account Number                    | The account with this number has been closed.                                                                                                                                          | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| AC06        | Blocked Account                          | The account with this number has been blocked.                                                                                                                                         | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| AG01        | Transaction Forbidden                    | Direct Debit or Credit Transfer is forbidden on this account for regulatory reasons.                                                                                                   | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| AG02        | Invalid Bank Operation Code              | The operation code, transaction code or sequence type is incorrect, or contains an invalid file format.                                                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| AM04        | Insufficient Funds                       | There are insufficient funds on the account.                                                                                                                                           | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| AM05        | Duplication                              | This is a duplicate payment.                                                                                                                                                           | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| CNOR        | Creditor Bank Is Not Registered          | The Creditor PSP is not registered under this BIC in the Clearing and Settlement Mechanism (CSM).                                                                                      | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| DNOR        | Debtor Bank Is Not Registered            | The bank is not registered under this BIC in the Clearing and Settlement Mechanism (CSM).                                                                                              | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| FF01        | Invalid File Format                      | The operation or transaction code is incorrect, or contains an invalid file format.                                                                                                    | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| MD07        | End Customer Deceased                    | The account holder is deceased.                                                                                                                                                        | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| MS02        | Not Specified Reason Customer Generated  | The account holder rejected the payment when they received the pre-notification for the payment.                                                                                       | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| MS03        | Not Specified Reason Agent Generated     | The reason is not specified. This can be used only when the national legislation (such as data protection law) does not allow the use of AC04, AM04, MD07, RR01, RR02, RR03, and RR04. | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| RC01        | Bank Identifier Incorrect                | The BIC of the cardholder is not correct.                                                                                                                                              | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| RR01        | Missing Debtor Account Or Identification | There are some missing details about the debtor account or identification.                                                                                                             | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| RR02        | Missing Debtor Name Or Address           | The specification of the debtor’s name and/or address needed for regulatory requirements is insufficient or missing.                                                                   | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| RR03        | Missing Creditor Name Or Address         | The specification of the creditor’s name needed for regulatory requirements is insufficient or missing.                                                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| RR04        | Regulatory Reason                        | This can only be used for regulatory reasons other than RR01, RR02, or RR03.                                                                                                           | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| ED05        | Settlement Failed                        | Adyen authorized the transaction but the transaction failed because the cardholder's account did not have enough funds.                                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| AC13        | Invalid Debtor Account Type              | The debtor account is a consumer account.                                                                                                                                              | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| BE05        | Unrecognised Initiating Party            | The identifier of the creditor is incorrect.                                                                                                                                           | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| MD01        | No Mandate                               | There is an unauthorised transaction, the mandate is not valid, or no mandate is available to obtain the mandate confirmation from the debtor.                                         | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| MD02        | Missing Mandatory Information In Mandate | The mandate data is missing or incorrect.                                                                                                                                              | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| MD06        | Refund Request By End Customer           | The authorized transaction is disputed by the account holder.                                                                                                                          | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| SL01        | Specific Service offered by Debtor Agent | The debtor PSP offers only some specific services.                                                                                                                                     | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |

## TWINT

| Reason Code | Reason                                      | Description                                                                                                                                                                                                                                                                                                            | Defendable                                                                                  | Timeframe                      | Defense Requirements                                                                                                   |
| ----------- | ------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | ------------------------------ | ---------------------------------------------------------------------------------------------------------------------- |
| C01         | Unknown Transaction                         | Customer cannot identify the transaction.                                                                                                                                                                                                                                                                              | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 10 days from receiving the NoC | [Purchase agreement and/or delivery can be confirmed](#purchase-agreement-confirmed)                                   |
| C02         | Goods not delivered                         | The transaction with TWINT was successful, but the customer did not receive the goods.                                                                                                                                                                                                                                 | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 10 days from receiving the NoC | [Delivery can be confirmed or was refused by shopper](#delivery-confirmed)                                             |
| C03         | Wrong amount or paid by other means         | The customer was not able to pay with TWINT due to a technical error and paid the amount with another means of payment. However, the TWINT transaction was successful and the customer was charged twice.                                                                                                              | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 10 days from receiving the NoC | [Payment of right amount/method can be confirmed](#payment-right-amount)                                               |
| C04         | Multiple debit                              | The customer was able to pay with TWINT but the transaction amount has been deducted more than once from the same TWINT account.                                                                                                                                                                                       | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 10 days from receiving the NoC | [Multiple genuine transactions can be confirmed](#multiple-transactions)                                               |
| C05         | Refund not received                         | The customer was promised a refund by the retailer but did not receive it.                                                                                                                                                                                                                                             | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 10 days from receiving the NoC | [The refund can be confirmed or was not agreed upon](#refund-can-be-confirmed)                                         |
| C06         | Disputed User on File transaction           | The customer claims to have notified you to cancel the User on File authorization, claims not to be aware to have agreed to a User on File transaction, or states that they did not engage in the User on File Transaction. For TWINT payments, User on File is similar to the card on file concept for card payments. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 10 days from receiving the NoC | [Purchase agreement can be confirmed and/or cancellation terms were not met](#purchase-agreement-cancellation-not-met) |
| C07         | Disputed recurring User on File transaction | The customer states that they did not agree in the recurring transaction or that you have or had no valid reason to debit the amount in a recurring transaction (for example, the subscription amount is too high).                                                                                                    | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 10 days from receiving the NoC | [Recurring payment agreement can be confirmed and/or cancellation terms were not met](#recurring-payment-confirmed)    |

## 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. | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                    |
| 4515        | Cardholder Denies the Transaction | The cardholder claims that neither they, nor anyone authorized by them, engaged in the transaction.                               | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC               | [Cardholder denies transaction](#cardholder-denies-transaction) |
| 4562        | Counterfeit Card                  | The cardholder claims that they did not authorize or participate in a transaction that you processed.                             | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC               | [Counterfeit card](#counterfeit-card)                           |
| 4803        | Risk Merchant                     | The acquirer processed a transaction that was listed in UnionPay’s risk list.                                                     | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC               | [Risk merchant](#risk-merchant)                                 |

### 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. | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 4522        | Declined Authorization               | An authorization request was declined.                                                    | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |

### 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.                                                                                                                 | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC               | [Duplicate processing for UnionPay](#duplicate-processing-for-up) |
| 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. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC               | [Refund/Credit not processed](#refund-credit-not-processed)       |
| 4536        | Late Presentment            | The transaction was not sent to UnionPay within the timeframe.                                                                                                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                      |
| 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.                                                         | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC               | [Paid by other means for UnionPay](#paid-by-other-means-for-up)   |

### 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.                                                 | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Goods not received](#goods_not_received)                 |
| 4507        | Cardholder Dispute - Transaction Amount Differs                   | The cardholder claims that the amount they agreed to pay differs from the amount charged.                                                                     | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Transaction amount differs](#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. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the NoC | [Canceled transaction](#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.                            | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-")                 | ![-x-](/user/data/smileys/emoji/x.png "-x-")                    |
| 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.                            | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-")                 | ![-x-](/user/data/smileys/emoji/x.png "-x-")                    |
| 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.                 | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-")                 | ![-x-](/user/data/smileys/emoji/x.png "-x-")                    |
| 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. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 9 or 18 days (see [note 1](#visa-10)) from receiving the NoC | [Fraud-Card absent transaction](#fraud-card-absent-transaction) |
| 10.5        | Visa Secure Excessive Fraud Program       | US Only: Visa notified the cardholder's bank that the transaction qualifies for the Visa Secure Excessive Fraud Program. See [note 2](#visa-10-5).                   | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-")                 | ![-x-](/user/data/smileys/emoji/x.png "-x-")                    |

**Notes**:\
[1]() From 21 July 2025, the response timeframe for disputes opened on payments processed locally in the United States and Canada is 9 days. For disputes opened before this date in the United States or Canada, and for all other countries and regions, the response timeframe is 18 days.\
[2]() Between May 2025 and October 2025, issuers cannot initiate disputes with reason code 10.5. From October 2025, Visa will open the window for issuers to file disputes with this reason code for merchants that have exceeded the thresholds since May 2025.

### 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.                                                                                                  | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 11.2        | Declined Authorization            | An Authorization Request was declined.                                                                                                                              | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 11.3        | No Authorization/Late Presentment | The payment could not be authorized, or the transaction was not processed within the required processing [time limit](/online-payments/adjust-authorisation/#visa). | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |

### 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.                                                                                                                                                                                                                                                                                                             | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-")               | ![-x-](/user/data/smileys/emoji/x.png "-x-")          |
| 12.2        | Incorrect Transaction Code | You sent a transaction that was processed with an incorrect transaction code. For example: - You processed a debit instead of a credit. - You processed a credit instead of a debit. - A credit refund was processed instead of a reversal or an adjustment. If you processed a debit instead of a credit, the chargeback is for double the amount of the original transaction. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 9 or 18 days (see [note](#visa-12)) from receiving the NoC | [Incorrect transaction](#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.                                                                                                                                                                                           | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 9 or 18 days (see [note](#visa-12)) from receiving the NoC | [Incorrect currency](#incorrect-currency)             |
| 12.4        | Incorrect Account Number   | You either processed the transaction to an incorrect account number or did not authorise the transaction, and it was processed to an account number not on the issuer's master file.                                                                                                                                                                                            | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 9 or 18 days (see [note](#visa-12)) from receiving the NoC | [Incorrect account number](#incorrect-account-number) |
| 12.5        | Incorrect Amount           | The cardholder claims that the amount they agreed to pay differs from the amount charged.                                                                                                                                                                                                                                                                                       | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 9 or 18 days (see [note](#visa-12)) from receiving the NoC | [Incorrect amount](#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.                                                                                                                                                                                    | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 9 or 18 days (see [note](#visa-12)) from receiving the NoC | [Duplicate processing](#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.                                                                                                                                                                                    | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 9 or 18 days (see [note](#visa-12)) from receiving the NoC | [Paid by other means](#paid-by-other-means)           |
| 12.7        | Invalid Data               | An authorization was obtained using invalid or incorrect data.                                                                                                                                                                                                                                                                                                                  | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-")               | ![-x-](/user/data/smileys/emoji/x.png "-x-")          |

[]()**Note**:\
From 21 July 2025, the response timeframe for disputes opened on payments processed locally in the United States and Canada is 9 days. For disputes opened before this date in the United States or Canada, and for all other countries and regions, the response timeframe is 18 days.

### 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.                                                                               | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 9 or 18 days (see [note](#visa-13)) from receiving the NoC | [Merchandise not received](#merchandise-not-received)                   |
| 13.2        | Canceled Recurring                                 | A recurring transaction was processed after it was canceled or that the cardholder's account was closed.                                                                                     | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 9 or 18 days (see [note](#visa-13)) from receiving the NoC | [Canceled recurring](#canceled-recurring-transaction)                   |
| 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.                                                                | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 9 or 18 days (see [note](#visa-13)) from receiving the NoC | [Defective merchandise or services](#defective-merchandise-or-services) |
| 13.4        | Counterfeit Merchandise                            | The merchandise was identified as counterfeit by a third party.                                                                                                                              | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 9 or 18 days (see [note](#visa-13)) from receiving the NoC | [Counterfeit merchandise](#counterfeit-merchandise)                     |
| 13.5        | Misrepresentation                                  | The cardholder's bank received a notice from the cardholder claiming that the terms of the sale were misrepresented.                                                                         | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 9 or 18 days (see [note](#visa-13)) from receiving the NoC | [Misrepresentation](#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.                                  | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 9 or 18 days (see [note](#visa-13)) from receiving the NoC | [Credit not processed](#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. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 9 or 18 days (see [note](#visa-13)) from receiving the NoC | [Canceled merchandise/services](#canceled-merchandise-services)         |
| 13.8        | Original Credit Transaction Not Accepted           | The original credit was not accepted.                                                                                                                                                        | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-")               | ![-x-](/user/data/smileys/emoji/x.png "-x-")                            |
| 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.                                                                             | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-")               | ![-x-](/user/data/smileys/emoji/x.png "-x-")                            |

[]()**Note**:\
From 21 July 2025, the response timeframe for disputes opened on payments processed locally in the United States and Canada is 9 days. For disputes opened before this date in the United States or Canada, and for all other countries and regions, the response timeframe is 18 days.

### Tab: Request for Information

### Request for Information

This tab lists the most common Request for Information (RFI) reason codes per scheme.

Each table shows descriptions of the RFI reason codes, if you should respond to it or if this is done automatically, and if so within what timeframe of receiving the RFI. If applicable, there is a link to the response requirements.

## American Express

| Reason Code | Reason                                                                                                             | Defendable                                                                                  | Timeframe                                    | Defense Requirements                                                                                                                               |
| ----------- | ------------------------------------------------------------------------------------------------------------------ | ------------------------------------------------------------------------------------------- | -------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------- |
| 004         | Goods/Services not received                                                                                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [Goods/Services not received](#goods-services-not-received)                                                                                        |
| 021         | Goods/Services were canceled/expired or the unsuccessful attempt to cancel                                         | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [Goods/Services were canceled/expired or the unsuccessful attempt to cancel](#goods-services-were-canceled-expired-unsuccessful-attempt-to-cancel) |
| 024         | Damaged or defective goods received                                                                                | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [Damaged or defective goods received](#damaged-or-defective-goods-received)                                                                        |
| 059         | Repair/Replacement request of damaged/defective goods received                                                     | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [Repair/Replacement request of damaged/defective goods received](#repair-replacement-request-of-damaged-defective-goods-received)                  |
| 061         | Referenced credit should have been submitted as a charge                                                           | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [Referenced Credit should have been submitted as a charge](#referenced-credit-should-have-been-submitted-as-a-charge)                              |
| 062         | Referenced charge should have been submitted as a credit                                                           | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [Referenced charge should have been submitted as a credit](#referenced-charge-should-have-been-submitted-as-a-credit)                              |
| 063         | Mismatch of requested and received goods                                                                           | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [Mismatch of requested and received goods](#mismatch-of-requested-and-received-goods)                                                              |
| 127         | Unrecognizable charge. Credit/Explanation requested                                                                | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [Unrecognizable charge](#unrecognizable-charge)                                                                                                    |
| 154         | Goods/services were canceled and/or refused                                                                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [Goods/services were canceled and/or refused](#goods-services-were-canceled-refused)                                                               |
| 155         | Credit for goods/services that were not received, requested                                                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [Credit for goods/services that were not received, requested](#credit-for-goods-services)                                                          |
| 158         | Credit for returned goods requested                                                                                | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [Credit for returned goods requested](#credit-for-returned-goods-requested)                                                                        |
| 169         | Credit for a charge submitted in an invalid currency requested                                                     | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [Credit for a charge submitted in an invalid currency requested](#credit-for-a-charge-submitted-in-an-invalid-currency-requested)                  |
| 170         | Credit for a canceled lodging reservation or car deposit requested                                                 | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [Credit for a canceled lodging reservation or car deposit requested](#credit-for-a-canceled-lodging-reservation-or-car-deposit-requested)          |
| 173         | Duplicate billing                                                                                                  | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [Duplicate billing](#duplicate-billing)                                                                                                            |
| 175         | Credit not yet received                                                                                            | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [Credit not yet received](#credit-not-yet-received)                                                                                                |
| 176         | Referenced card not present or charge(s) not recognized by C/M (card member)                                       | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [Referenced card not present or charge(s) not recognized by C/M](#referenced-card-not-present-or-charge-not-recognized)                            |
| 177         | Unauthorized charge                                                                                                | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [Unauthorized charge](#unauthorized-charge)                                                                                                        |
| 193         | Fraudulent charge                                                                                                  | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [Fraudulent charge](#fraudulent-charge)                                                                                                            |
| 680         | Mismatch in submitted charge amount and agreed amount                                                              | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [Mismatch in submitted charge amount and agreed amount](#mismatch-in-submitted-charge-amount-and-agreed-amount)                                    |
| 684         | Charge was paid by another form of payment                                                                         | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [Charge paid by another form of payment](#charge-paid-by-another-form-of-payment)                                                                  |
| 691         | Support and itemization requested                                                                                  | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [Support and itemization requested](#support-and-itemization-requested)                                                                            |
| 693         | Charge for damages/theft/loss questioned                                                                           | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [Charge for damages/theft/loss questioned](#charge-for-damages-theft-loss-questioned)                                                              |
| 6003        | Chargeback documentation                                                                                           | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [Chargeback documentation](#chargeback-documentation)                                                                                              |
| 6006        | Fraud analysis                                                                                                     | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [Fraud analysis](#fraud-analysis)                                                                                                                  |
| 6008        | C/M (card member) requests Copy Bearing Signature                                                                  | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [C/M Requests Copy Bearing Signature](#c-m-requests-copy-bearing-signature)                                                                        |
| 6013        | Repeat document request                                                                                            | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [Repeat document request](#repeat-document-request)                                                                                                |
| 6014        | C/M (card member) does not recognize transaction                                                                   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [C/M Does not recognize transaction](#c-m-does-not-recognize-transaction)                                                                          |
| 6016        | C/M (card member) needs for personal records                                                                       | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI               | [C/M needs for personal records](#c-m-needs-for-personal-records)                                                                                  |
| S02         | Response Accepted: American Express has reviewed and accepted the documentation. Your account will not be debited. | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-")                                                                                                       |

## Diners

| Reason Code | Reason                                                          | Defendable                                                                                  | Timeframe                      | Defense Requirements                                  |
| ----------- | --------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | ------------------------------ | ----------------------------------------------------- |
| RQ02        | Amount disputed                                                 | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 18 days from receiving the RFI | [RFI defense requirements](#rfi-defense-requirements) |
| RQ03        | Cardmember needs copy for records                               | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 18 days from receiving the RFI | [RFI defense requirements](#rfi-defense-requirements) |
| RQ04        | Transaction not recognized                                      | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 18 days from receiving the RFI | [RFI defense requirements](#rfi-defense-requirements) |
| RQ05        | Suspected fraudulent charge                                     | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 18 days from receiving the RFI | [RFI defense requirements](#rfi-defense-requirements) |
| RQ10        | Proof of Delivery Required                                      | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 18 days from receiving the RFI | [RFI defense requirements](#rfi-defense-requirements) |
| RQ11        | Other                                                           | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 18 days from receiving the RFI | [RFI defense requirements](#rfi-defense-requirements) |
| 10          | Transaction Not Recognized - Contactless and Card Not Presented | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 18 days from receiving the RFI | [RFI defense requirements](#rfi-defense-requirements) |
| 15          | Card Recovery Bulletin or Exception File                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 18 days from receiving the RFI | [RFI defense requirements](#rfi-defense-requirements) |

## Discover

| Reason Code | Reason                                                      | Defendable                                                                                  | Timeframe                      | Defense Requirements                                  |
| ----------- | ----------------------------------------------------------- | ------------------------------------------------------------------------------------------- | ------------------------------ | ----------------------------------------------------- |
| 6042        | Transaction Documentation Request Due to Cardholder Dispute | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 18 days from receiving the RFI | [RFI defense requirements](#rfi-defense-requirements) |
| 6023        | Transaction Documentation Request                           | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 18 days from receiving the RFI | [RFI defense requirements](#rfi-defense-requirements) |
| 6040        | Good Faith Investigation                                    | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 18 days from receiving the RFI | [RFI defense requirements](#rfi-defense-requirements) |
| 6041        | Transaction Documentation Request for Fraud Analysis        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 18 days from receiving the RFI | [RFI defense requirements](#rfi-defense-requirements) |

## eftpos

| Reason Code | Reason                                                                                  | Description                                                                                                                                                                                                                                  | Defendable                                                                                  | Timeframe                                                            | Defense Requirements                                                                              |
| ----------- | --------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | -------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------- |
| 10201       | The cardholder does not recognize the Merchant                                          | The cardholder does not recognize your name on their statement. For example, your trading name on the receipt differs from that on their statement.                                                                                          | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI / 5 days from the optional second RFI | [RFI defense requirements](#rfi-defense-requirements)                                             |
| 10301       | Duplicate transaction                                                                   | The cardholder acknowledges that they bought goods/services from you but the transaction was processed more than once.                                                                                                                       | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI / 5 days from the optional second RFI | [Duplicate processing](#duplicate-processing)                                                     |
| 10302       | Incorrectly charged transaction                                                         | The cardholder acknowledges that they bought goods/services from you but the transaction was incorrectly charged.                                                                                                                            | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI / 5 days from the optional second RFI | [Incorrect amount](#incorrect-amount)                                                             |
| 10305       | Paid by other means                                                                     | The acceptance device declined the initial transaction because the link from the terminal to the acquirer was down. The cardholder paid using cash or another card. The initial transaction was still debited from the cardholder's account. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI / 5 days from the optional second RFI | [Paid by other means](#paid-by-other-means)                                                       |
| 10401       | No-dispense or partial dispense of cash from self-service Merchant terminal only        | The cardholder performed a cash or cashout only transaction at a self-service terminal, and they did not receive any cash, or only received a partial amount in cash.                                                                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI / 5 days from the optional second RFI | [RFI defense requirements](#rfi-defense-requirements)                                             |
| 10402       | Non-delivery or partial delivery of goods                                               | The cardholder purchased an item in-store for delivery later, and the item was not delivered.                                                                                                                                                | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI / 5 days from the optional second RFI | [Services not provided/Merchandise not received](#services-not-provided-merchandise-not-received) |
| 10403       | Cashout transaction – non-dispense or partial dispense of cash from a Merchant terminal | The cardholder performed a cashout only transaction at a terminal and they did not receive any cash, or only received a partial amount in cash.                                                                                              | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI / 5 days from the optional second RFI | [RFI defense requirements](#rfi-defense-requirements)                                             |
| 10404       | Goods/service not received – Refund not received                                        | The cardholder did not receive the goods/services, or they did not receive a refund for the goods they returned.                                                                                                                             | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI / 5 days from the optional second RFI | [Canceled merchandise/services](#canceled-merchandise-services)                                   |
| 10501       | Goods/services not as described including goods damaged in transit                      | The cardholder did not receive the goods/services they ordered, or goods were damaged in transit.                                                                                                                                            | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI / 5 days from the optional second RFI | [Goods not as described/defective](#goods-not-as-described-defective)                             |
| 20201       | Split transaction                                                                       | A split transaction was done to avoid getting authorization for a transaction that exceeded the maximum amount of money that can be charged from the cardholder's credit card without authorization.                                         | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI / 5 days from the optional second RFI | [RFI defense requirements](#rfi-defense-requirements)                                             |
| 20202       | Unauthorized transactions                                                               | This transaction either exceeds the chip fallback limits (Chip Decision Override – CDO), or is a fallback transaction using an eftpos mobile, contactless, or digital form factor.                                                           | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI / 5 days from the optional second RFI | [Fraud–Card present transaction](#fraud---card-present-transaction)                               |
| 20203       | Delayed, incorrect or incomplete Purchase/Reversal/Advice (short duration preauth)      | The message sent to the issuer to cancel or reverse the original transaction was delayed or sent incorrectly.                                                                                                                                | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI / 5 days from the optional second RFI | [Credit not processed](#credit-not-processed)                                                     |
| 20204       | Invalid Fallback                                                                        | An invalid fallback transaction was processed. For example, the transaction was not compliant with eftpos rules.                                                                                                                             | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI / 5 days from the optional second RFI | [RFI defense requirements](#rfi-defense-requirements)                                             |
| 30101       | Card Not Present - Fraud                                                                | The cardholder confirmed that they did not authorize or participate in the transaction and the issuer confirmed that this transaction was fraudulent.                                                                                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI / 5 days from the optional second RFI | [Fraud–Card absent transaction](#fraud-card-absent-transaction)                                   |
| 30201       | Card Not Present – Duplicate transaction                                                | The cardholder acknowledges that they took part in the transaction but the transaction was processed twice.                                                                                                                                  | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI / 5 days from the optional second RFI | [Duplicate processing](#duplicate-processing)                                                     |
| 30202       | Card Not Present – Consumer does not recognize the Merchant                             | The cardholder does not recognize your name on their statement. For example, your name on their receipt differs from that on their statement.                                                                                                | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI / 5 days from the optional second RFI | [RFI defense requirements](#rfi-defense-requirements)                                             |
| 30203       | Card Not Present – Incorrectly charged                                                  | The cardholder acknowledges that they did buy goods/services from you or completed a money transfer but the transaction has been incorrectly charged.                                                                                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI / 5 days from the optional second RFI | [Incorrect amount](#incorrect-amount)                                                             |
| 30204       | Card Not Present – Paid by other means                                                  | The cardholder acknowledges that they bought goods/services from you by using other means of payment such as a gift card, or a voucher, but the transaction was debited from the account linked to the card registered with you.             | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI / 5 days from the optional second RFI | [Paid by other means](#paid-by-other-means)                                                       |
| 30205       | Card Not Present – Money Transfer – Payee not credited/credited incorrectly             | The cardholder's account is debited for a money transfer but the counterparty account was not credited or credited with an incorrect amount.                                                                                                 | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI / 5 days from the optional second RFI | [Services not provided/Merchandise not received](#services-not-provided-merchandise-not-received) |
| 30401       | Card Not Present – Non-delivery or partial delivery of goods/services                   | The cardholder did not receive the goods/services they ordered - either in part or not at all.                                                                                                                                               | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI / 5 days from the optional second RFI | [Services not provided/Merchandise not received](#services-not-provided-merchandise-not-received) |
| 30402       | Card Not Present – Refund not received                                                  | The cardholder did not receive a refund for the goods they returned.                                                                                                                                                                         | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI / 5 days from the optional second RFI | [Credit not processed](#credit-not-processed)                                                     |
| 30403       | Card Not Present – Canceled Delivery of goods/services                                  | The cardholder canceled the delivery of the goods/services but the money was still debited from their account after the cancellation.                                                                                                        | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI / 5 days from the optional second RFI | [Canceled merchandise/services](#canceled-merchandise-services)                                   |
| 30501       | Card Not Present – Goods/services not as described                                      | The cardholder did not receive the goods/services they ordered.                                                                                                                                                                              | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI / 5 days from the optional second RFI | [Goods not as described/defective](#goods-not-as-described-defective)                             |
| 30601       | Card Not Present – Canceled Recurring Transaction                                       | The cardholder canceled a recurring payment but money was debited from their account after the cancellation.                                                                                                                                 | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI / 5 days from the optional second RFI | [Canceled recurring transaction](#canceled-recurring-transaction)                                 |

## JCB

| Reason Code | Reason                                                 | Defendable                                                                                  | Timeframe                      | Defense Requirements                                  |
| ----------- | ------------------------------------------------------ | ------------------------------------------------------------------------------------------- | ------------------------------ | ----------------------------------------------------- |
| 000         | Other                                                  | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 18 days from receiving the RFI | [RFI defense requirements](#rfi-defense-requirements) |
| 001         | Signature Confirmation needed                          | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 18 days from receiving the RFI | [RFI defense requirements](#rfi-defense-requirements) |
| 002         | Required for corporate card                            | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 18 days from receiving the RFI | [RFI defense requirements](#rfi-defense-requirements) |
| 003         | Required for legal process                             | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 18 days from receiving the RFI | [RFI defense requirements](#rfi-defense-requirements) |
| 004         | Card reported lost, Fraud                              | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 18 days from receiving the RFI | [RFI defense requirements](#rfi-defense-requirements) |
| 005         | Cardmember does not recognise the charge on their card | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 18 days from receiving the RFI | [RFI defense requirements](#rfi-defense-requirements) |
| 006         | Cardmember claims the charged amount is incorrect      | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 18 days from receiving the RFI | [RFI defense requirements](#rfi-defense-requirements) |

## Klarna

| Reason Code             | Reason               | Description                                                                                                                                                                                                                                                                                                                       | Defendable                                                                                  | Timeframe                       | Defense Requirements                            |
| ----------------------- | -------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | ------------------------------- | ----------------------------------------------- |
| `return`                | Return               | The shopper reported that they made a full or partial return. You receive this reason code if you could not resolve the shopper complaint after getting the `notification_return` [dispute webhook](/risk-management/chargeback-guidelines/klarna-chargebacks/#dispute-notification).                                             | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI  | [Return](#return)                               |
| `goods_not_received`    | Goods not received   | The shopper reported that they did not receive the order fully or partially. You receive this reason code if you could not resolve the shopper complaint after getting the `notification_goods_not_received` [dispute webhook](/risk-management/chargeback-guidelines/klarna-chargebacks/#dispute-notification).                  | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI  | [Goods not received](#goods_not_received)       |
| `faulty_goods`          | Faulty goods         | The shopper reported that they received faulty goods. You receive this reason code if you could not resolve the shopper complaint after getting the `notification_faulty_goods` [dispute webhook](/risk-management/chargeback-guidelines/klarna-chargebacks/#dispute-notification).                                               | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI  | [Faulty goods](#faulty_goods)                   |
| `already_paid`          | Already paid         | The shopper reported that they already paid directly to the merchant, instead of paying via Klarna. You receive this reason code if you could not resolve the shopper complaint after getting the `notification_already_paid` [dispute webhook](/risk-management/chargeback-guidelines/klarna-chargebacks/#dispute-notification). | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI  | [Already paid](#already_paid)                   |
| `incorrect_invoice`     | Incorrect invoice    | The shopper reported that the invoice is incorrect. You receive this reason code if you could not resolve the shopper complaint after getting the `notification_incorrect_invoice` [dispute webhook](/risk-management/chargeback-guidelines/klarna-chargebacks/#dispute-notification).                                            | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI  | [Incorrect invoice](#incorrect_invoice)         |
| `pandemic_impact`       | Impacted by COVID-19 | The shopper reported that the order was canceled due to COVID-19 circumstances. You receive this reason code if you could not resolve the shopper complaint after getting the `notification_pandemic_impact` [dispute webhook](/risk-management/chargeback-guidelines/klarna-chargebacks/#dispute-notification).                  | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 14 days from receiving the RFI  | [Pandemic impact](#pandemic_impact)             |
| `unauthorized_purchase` | Unauthorized access  | The shopper reported that the order was placed by someone with unauthorized access to their account.                                                                                                                                                                                                                              | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 7 days from receiving the RFI   | [Unauthorized purchase](#unauthorized_purchase) |
| `high_risk_order`       | High-risk order      | High-risk orders are suspected to be fraudulent orders, where a shopper's personal details, for example, their payment information, were wrongfully used.                                                                                                                                                                         | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 96 hours from receiving the RFI | [High risk order](#high_risk_order)             |

## Mexico domestic

| Reason Code | Reason                        | Description                                          | Defendable                                                                                  | Timeframe                      |
| ----------- | ----------------------------- | ---------------------------------------------------- | ------------------------------------------------------------------------------------------- | ------------------------------ |
| 79A / 79B   | Request for information (RFI) | The issuer did not receive the receipt as requested. | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 25 days from receiving the RFI |

## RatePay

| Reason Code | Reason                                                         |
| ----------- | -------------------------------------------------------------- |
| DEFEND      | Collection of supporting documents prior to court proceedings  |
| FRAUD       | Police investigation as a result of buyer fraud                |
| INR         | Buyer reports item not received                                |
| REFUND      | Buyer reports refund that was not yet or never submitted       |
| RETURN      | Buyer reports item return that was not yet or never submitted  |
| SNAD        | Buyer reports item significantly not as described              |
| SUM         | Buyer questions the debited amount resp. the open debit amount |

## Riverty

When a customer opens a dispute, Riverty sends you a Request for Information.

| Reason Code                               | Reason                                                                                                | Timeframe | Defendable                                                                                  | Defense Requirements                      |
| ----------------------------------------- | ----------------------------------------------------------------------------------------------------- | --------- | ------------------------------------------------------------------------------------------- | ----------------------------------------- |
| R1: notification\_return                  | The consumer reported that they made a full or partial return.                                        | 14 days   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | [Return](#return)                         |
| R2: notification\_products\_not\_received | The consumer reported that they did not receive the full order.                                       | 14 days   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | [Goods not received](#goods_not_received) |
| R3: notification\_faulty\_products        | The consumer reported that they received faulty products.                                             | 14 days   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | [Faulty goods](#faulty_goods)             |
| R4: notification\_already\_paid           | The consumer reported that they already paid directly to the merchant, instead of paying via Riverty. | 14 days   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | [Already paid](#already_paid)             |
| R5: notification\_incorrect\_invoice      | The consumer reported that the invoice is incorrect.                                                  | 14 days   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | [Incorrect invoice](#incorrect_invoice)   |
| R7: notification\_unauthorized\_order     | Unauthorized purchase, raised by Consumer.                                                            | 14 days   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | [Proof of delivery](#goods_not_received)  |

As soon as your response to the initial RFI is processed, Riverty assesses the information you supplied and makes a decision. Riverty’s decision will come in as a second RFI. You can choose to appeal this second RFI and supply more information.

| Reason Code                               | Timeframe | Defendable                                                                                  |
| ----------------------------------------- | --------- | ------------------------------------------------------------------------------------------- |
| R1: notification\_return                  | 5 days    | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") |
| R2: notification\_products\_not\_received | 5 days    | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") |
| R3: notification\_faulty\_products        | 5 days    | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") |
| R4: notification\_already\_paid           | 5 days    | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") |
| R5: notification\_incorrect\_invoice      | 5 days    | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") |
| R7: notification\_unauthorized\_order     | 20 days   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") |

## UnionPay (CUP)

| Reason Code | Reason                                                  | Description                                                                                                                             | Defendable                                                                                  | Timeframe                      | Defense Requirements                                                                           |
| ----------- | ------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | ------------------------------ | ---------------------------------------------------------------------------------------------- |
| 6300        | Cash Withdrawal Location Inquiry by Cardholder          | The cardholder has doubts about the transaction and requests more information about the cash withdrawal location.                       | Auto-defended                                                                               | N/A                            | Adyen automatically replies to RFIs with this reason code. You do not have to take any action. |
| 6301        | Merchant name and address Inquiry                       | The cardholder has doubts about the purchase transaction and requests more information about the name or address of your business.      | Auto-defended                                                                               | N/A                            | Adyen automatically replies to RFIs with this reason code. You do not have to take any action  |
| 6302        | Transaction result Inquiry                              | The cardholder has doubts about the purchase transaction and requests more information about the transaction results and authorization. | Auto-defended                                                                               | N/A                            | Adyen automatically replies to RFIs with this reason code. You do not have to take any action. |
| 6303        | Transaction receipt request cardholder                  | The cardholder has doubts about the purchase transaction and requests more information about the transaction receipt.                   | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the RFI | [RFI defense requirements](#rfi-defense-requirements)                                          |
| 6342        | RI request if cardholder is successfully credited       | The cardholder wants to see the proof of credit to their account from your business, as agreed by you.                                  | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the RFI | [RFI defense requirements](#rfi-defense-requirements)                                          |
| 6345        | Transaction receipt request fraudulent transaction      | The cardholder has doubts about the transaction and requests a transaction receipt for the alleged fraudulent transaction.              | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the RFI | [RFI defense requirements](#rfi-defense-requirements)                                          |
| 6351        | Transaction receipt request on goods/ services delivery | The cardholder has doubts about the transaction and requests more information about the purchase and its delivery.                      | ![-white\_check\_mark-](/user/data/smileys/emoji/white_check_mark.png "-white_check_mark-") | 30 days from receiving the RFI | [RFI defense requirements](#rfi-defense-requirements)                                          |

### Tab: Notification of Fraud

### Notification of Fraud

This tab lists the most common Notification of Fraud (NoF) reason codes per scheme. Each table shows descriptions of the NoF reason codes.

You cannot defend the NoF reason codes.

## ELO

| Reason Code | Reason                                                   | Description                                                                                                                                               | Defendable                                   | Timeframe                                    | Defense Requirements                         |
| ----------- | -------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------- | -------------------------------------------- | -------------------------------------------- |
| 00          | Card Lost by the cardholder                              | An unauthorized transaction was made using a card that was reported lost by the cardholder.                                                               | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 01          | Card stolen from the cardholder                          | An unauthorized transaction was made using a card that was reported stolen by the cardholder.                                                             | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 02          | Card misguided                                           | A transaction made as a result of the payer being manipulated by a fraudster.                                                                             | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 03          | Ideological falsehood                                    | A transaction made as a result of the payer being manipulated by a fraudster.                                                                             | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 04          | Card was cloned                                          | The transaction was made with an illegally reproduced or altered card.                                                                                    | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 05          | Cardholder not involved in the authorization transaction | The transaction was not authorized by the cardholder.                                                                                                     | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 06          | Card used for e-commerce transaction                     | The transaction was made through unauthorized use of account information without the physical card being involved, for example an e-commerce transaction. | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 08          | Card does not exist                                      | An unauthorized transaction was made using a card that was blocked by the cardholder.                                                                     | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |

## Mastercard

| Reason Code | Reason                                   | Description                                                                                                                                       | Defendable                                   | Timeframe                                    | Defense Requirements                         |
| ----------- | ---------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------- | -------------------------------------------- | -------------------------------------------- |
| 00          | Lost Fraud                               | Unauthorised transaction made using a card that was reported lost by the cardholder.                                                              | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 01          | Stolen Fraud                             | Unauthorised transaction made using a card that was reported stolen by the cardholder.                                                            | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 02          | Never Received Issue                     | Unauthorised transaction made using a card that was intercepted before it was received by the cardholder.                                         | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 03          | Fraudulent Application                   | Transaction made with a card that was obtained with an application using false information.                                                       | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 04          | Counterfeit Card Fraud                   | Transaction made with an illegally reproduced or altered card.                                                                                    | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 05          | Account Takeover Fraud                   | Transaction made by a person who gained access to/use of an existing account through unauthorised means.                                          | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 06          | Card Not Present Fraud                   | Transaction made through unauthorised use of account information without the physical card being involved, for example an e-commerce transaction. | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 07          | Multiple Imprint Fraud                   | Unauthorised additional transaction made by the merchant following a legitimate POS transaction.                                                  | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 51          | Bust-out Collusive Merchant              | A collusive cardholder engaging in transactions with a collusive merchant as defined in the Cardholder-Merchant Collusion Program.                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 55          | Modification of Payment Order (EEA only) | Unauthorised transaction made as a result of loss, theft, or misuse of payment data or payment card.                                              | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 56          | Manipulation of Cardholder (EEA only)    | A transaction made as a result of the payer being manipulated by a fraudster.                                                                     | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |

## RatePay

| Reason Code | Reason                                   | Defendable                                   | Timeframe                                    | Defense Requirements                         |
| ----------- | ---------------------------------------- | -------------------------------------------- | -------------------------------------------- | -------------------------------------------- |
| FRAUD       | Buyer contacted RatePay to report fraud. | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |

## Riverty

| Reason Code      | Reason                                                                                                                                                                                                                                                                                                                               | Timeframe | Defendable                                   | Defense Requirements                |
| ---------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | --------- | -------------------------------------------- | ----------------------------------- |
| stopOrderRequest | High fraud risk orders are suspected to be fraudulent orders, where a customer’s personal details, for example their payment information, were likely wrongfully used. This would be manually discovered by Riverty post-authorization. We recommend that you cancel or refund the order, depending on the state of the transaction. | 7 days    | ![-x-](/user/data/smileys/emoji/x.png "-x-") | [High risk order](#high_risk_order) |

## Visa

| Reason Code | Reason                                      | Description                                                                                                                                                                                                                                                                             | Defendable                                   | Timeframe                                    | Defense Requirements                         |
| ----------- | ------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------- | -------------------------------------------- | -------------------------------------------- |
| 0           | Card Reported Lost                          | Unauthorised transaction made with a card that was reported lost by the cardholder.                                                                                                                                                                                                     | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 1           | Card Reported Stolen                        | Unauthorised transaction made with a card that was reported stolen by the cardholder.                                                                                                                                                                                                   | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 2           | Not Received as Issued                      | Unauthorised transaction made using a card that was intercepted before it was received by the cardholder.                                                                                                                                                                               | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 3           | Card Issued Based On Fraudulent Application | Transaction made with a card that was obtained with an application using false information.                                                                                                                                                                                             | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 4           | Issuer Reported Counterfeit                 | Transaction made with an illegally reproduced or altered card.                                                                                                                                                                                                                          | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 5           | Miscellaneous                               | Any fraud reason not covered by the other reason codes.                                                                                                                                                                                                                                 | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 6           | Fraudulent Use of Account Number            | Transaction made through unauthorised use of account information without the physical card being involved, for example an e-commerce transaction.                                                                                                                                       | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| 9           | Acquirer Reported Counterfeit               | An unauthorised fraudulent transaction related to collusion between a merchant and the acquirer.                                                                                                                                                                                        | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| A           | Incorrect processing                        | Fraudulent transaction on a Visa account resulting from incorrect processing, for example fraud on a VbV payment incorrectly identified as a secure e-commerce payment due to incorrect CAVV.                                                                                           | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| B           | Account or credentials takeover             | Transaction made by a person who gained access to/use of an existing account through unauthorised means.                                                                                                                                                                                | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| C           | Merchant Misrepresentation                  | Fraud resulting from a merchant deliberately misleading the account holder, for example goods or services are not as promised or of sub-standard quality.                                                                                                                               | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |
| D           | Manipulation of Account Holder              | Fraud resulting from a merchant manipulating an account holder into completing what they believe to be a legitimate transaction, for example sending funds to a fraudulent beneficiary whereby the sender believes they are helping an individual in distress or a struggling business. | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") | ![-x-](/user/data/smileys/emoji/x.png "-x-") |

## Defense requirements

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

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

### General requirements

When you [defend a dispute](/risk-management/manage-disputes#defending-disputes), 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.
* For Mexico domestic chargeback defense documents, the maximum file size is 800 KB.
* For STAR, the maximum file size for JPG and TIFF formats is 5 MB.
* The maximum number of pages for an RFI defense document is 4.

### 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 did not pay 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 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 (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 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 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.

### Canceled transaction

Merchandise:

* Copy of an invoice.
* Email conversation with the cardholder.
* DHL-signed proof of delivery, and [AVS](/risk-management/avs-checks) 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.

### 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](/risk-management/avs-checks) 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](/risk-management/avs-checks) 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](/risk-management/avs-checks) 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.

### Delivery can be confirmed or was refused by shopper

* Proof of delivery or confirmation of goods collection (for example a delivery receipt, signed pickup form, or system confirmation).
* Proof that the consumer refused to accept delivery.
* Proof that the consumer accepted a waiver absolving you from responsibility when the merchandise is not delivered.
* Proof that the consumer has declined an offered delivery insurance service.
* Proof that the service was covered by a bonding authority, insurance, or consumer protection scheme.

### 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](/risk-management/avs-checks) 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](/risk-management/avs-checks) 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](/risk-management/avs-checks) 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](/risk-management/avs-checks) 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](/risk-management/avs-checks) 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 of the following:

* The transaction was settled with the correct details.

* The transaction was processed correctly as a credit or debit to the cardholder's account, or an explanation or documentation supporting that the credit was not a result of a processing error on the original transaction.

* For a credit processed as a debit or a debit processed as a credit, a credit or reversal has already been processed for the transaction. Include documentation of the credit or reversal that includes the following:

  * The amount.
  * The date it was processed.

### 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](/risk-management/avs-checks) 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 genuine transactions can be confirmed

* Proof that multiple genuine transactions took place, such as separate purchase receipts or transaction confirmations.

### 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](/risk-management/avs-checks) 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.

### Payment of right amount/method can be confirmed

* A receipt or system log confirming the correct payment amount and payment method.
* Proof that the purchase has not been completed with an alternative payment method.

### Purchase agreement and/or delivery can be confirmed

* Proof of a purchase agreement or confirmation of services/goods delivered (for example a print of the order form, shipping address, postal documents).

### Purchase agreement can be confirmed and/or cancellation terms were not met

* Proof of or at least a merchant extract that confirms that the customer agreed to the transaction.
* Proof that the customer failed to meet the cancellation terms of the agreed contract.

### 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.

### Recurring payment agreement can be confirmed and/or cancellation terms were not met

* Proof of or at least a merchant extract that confirms the customer's acceptance of the recurring transaction.
* Proof that the customer failed to meet the cancellation terms of the agreed contract.

### 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).

### Refund can be confirmed or was not agreed upon

* Proof of the refund, such as a system confirmation or credit note showing the amount refunded, the date or proof that no refund has been agreed upon, and that the consumer is not entitled to receive a refund.

### 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](/risk-management/avs-checks) 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](/risk-management/avs-checks) 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](/risk-management/avs-checks) 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](/risk-management/avs-checks) match.
* Proof of refund, if applicable.

## See also

* [Dispute flow and process](/risk-management/understanding-disputes/dispute-process-and-flow)
* [Dispute timeframes](/risk-management/understanding-disputes/dispute-timeframes/)
