When heading to Reports > Finance > Chargebacks, you’ll be able to filter by reason and/or view the different chargeback reasons. The possible reasons that can come through are listed below:
Fraud
The "Fraud" reason can refer to several different things, depending the method of payments as listed below:
Code / Category | Scheme | What it tells you | Merchant focus for prevention / defence |
10.4 / 10.5 / 83 | Visa | Cardholder claims they didn’t authorise the transaction or card details were used fraudulently (CNP, lost/stolen, counterfeit). | Use SCA (3DS2), AVS/CVV checks, clear billing descriptor, and provide evidence of cardholder participation (e.g. logs, delivery proof). |
4837 / 4849 / 4870 / 4871 | Mastercard | Cardholder denies authorising the transaction, or EMV liability shift applies (chip not used, counterfeit). | Use chip + PIN or 3DS2, monitor fallback transactions, and keep strong delivery or participation evidence. |
F29 / F30 / F31 / F24 | American Express | Transaction reported as unauthorised, or Amex flagged counterfeit/lost/stolen card activity (often CNP fraud). | Use authentication tools, clear merchant name, monitor fraud signals, and retain proof of legitimate cardholder activity. |
AC04 / AC06 / AM04 | SEPA / Direct Debit | Payer claims debit unauthorised, or account closed/blocked/insufficient funds. | Verify mandates, perform pre-checks, retain signed mandates, and confirm account validity. |
General “Fraud / Not Recognised” | All Schemes | Broad claim: cardholder doesn’t recognise or denies the charge. | Use clear billing name, transparent terms, SCA, and responsive customer communication. |
If your chargeback code or reason is not appearing on the board, please reach out to support directly so we can look into it further.
Consumer dispute
The "Consumer dispute" reason can refer to various situations, as shown below:
Code / Category | Scheme | What it tells you | Merchant focus for prevention / defence |
4853 / 4854 | Visa | Cardholder disputes a transaction for a product/service not received or not as described | Keep proof of delivery, clear product descriptions, timely shipping updates |
4863 / 4864 | Mastercard | Cardholder claims the product was defective, not received, or subscription cancellation not honored | Track shipments, maintain return/refund records, customer communication logs |
R10 / R11 / R12 | American Express | Dispute over service quality, unauthorized charges, or refund issues | Document customer approvals, confirmations, and refund attempts |
4855 / 4856 | Visa | Cardholder claims merchant did not provide agreed service | Provide service logs, confirmation emails, evidence of fulfillment |
4875 / 4876 | Mastercard | Dispute for “duplicate processing” or “transaction error” | Reconcile transactions carefully, issue prompt refunds for errors |
R13 / R14 | American Express | Claim that subscription or recurring billing was not authorized | Maintain clear recurring billing consent, cancellation records |
If your chargeback code or reason is not appearing on the table, please reach out to support directly so we can look into it further.
Processing errors
Below are the "Processing errors" reasons that may occur, depending on the payment method:
Code | Scheme | What it tells you | Merchant focus for prevention / defence |
12.1 | Visa | Transaction posted/presented after the allowed time frame | Ensure timely submission and settlement; keep clear timestamps of authorizations and captures |
12.2 | Visa | Transaction processed under the wrong transaction code (e.g., sale vs credit) | Verify transaction type before processing; reconcile POS and backend systems |
12.3 | Visa | Transaction currency is incorrect (DCC or display currency issues) | Confirm correct currency at checkout; ensure DCC processes correctly |
12.4 | Visa | Account number does not match the authorized account | Validate account numbers and cardholder details before processing |
12.5 | Visa | Amount processed differs from authorized amount | Match authorization and capture amounts; use automated reconciliation |
12.6 / 12.6.1 / 12.6.2 | Visa | Duplicate transaction or paid by other means | Monitor for duplicate submissions; maintain proof of payment and refunds |
12.7 | Visa | Incorrect/invalid data fields (e.g., MCC, country code) | Validate all transaction fields; implement automated data checks |
483X (e.g., 4834) | Mastercard | Processing error at the point of interaction | Monitor POS procedures; maintain transaction logs |
4507 | American Express | Incorrect Transaction Amount Presented – cardholder claims amount charged was wrong or Non-matching Card Number: card number not assigned to a valid account or cardholder | Ensure correct checkout amount, capture full authorisation, keep invoice/proof of agreed amount or Verify card numbers before processing, use account verification tools, maintain logs |
4512 | American Express | Multiple Processing / Duplicate Charge – same transaction submitted more than once | Prevent duplicate submissions, monitor capture workflows, maintain audit trail of transactions |
4523 | American Express | Invalid / Incorrect Card Number – unassigned card number used | Verify card numbers, use validation tools, maintain proof of card verification |
4530 | American Express | Currency Discrepancy – cardholder charged in a different currency than agreed | Display currency clearly, provide DCC disclosure, capture shopper consent, include currency on receipt |
4536 | American Express | Late Presentment / Late Submission – transaction not captured on time | Ensure timely capture/settlement, monitor workflow latency, use alerts or autoresubmit features |
4752 | American Express | Credit / Debit Presentment Error – cardholder debited instead of credited | Monitor transaction types, ensure correct posting, provide reversal proof as needed |
4758 | American Express | Expired / Not Yet Valid Card – transaction processed with expired card | Check card validity dates before processing, refuse expired cards, maintain logs of validation |
If your chargeback code or reason is not appearing on the table, please reach out to support directly so we can look into it further.
Request for information
This tab lists the most common "Request for Information" (RFI) reason codes per scheme:
Code | Scheme | What it tells you (Cardholder Claim) | Merchant focus for prevention / defence |
004 | American Express | Goods/Services not received | Maintain proof of delivery, track shipments, retain customer acknowledgment |
021 | American Express | Goods/Services were canceled/expired or unsuccessful cancellation attempt | Track cancellations, provide proof of cancellation, document expiry policies |
024 | American Express | Damaged or defective goods received | Maintain condition records, quality checks, return/replacement logs |
059 | American Express | Repair/Replacement request of damaged/defective goods | Track repair/replacement requests, provide confirmation to cardholder |
061 | American Express | Referenced credit should have been submitted as a charge | Verify transaction type, issue proper charge documentation |
062 | American Express | Referenced charge should have been submitted as a credit | Ensure proper credit processing, maintain audit trail |
063 | American Express | Mismatch of requested and received goods | Maintain packing/shipping records, confirm order details |
127 | American Express | Unrecognizable charge. Credit/Explanation requested | Provide itemized receipt or transaction proof |
154 | American Express | Goods/services were canceled and/or refused | Track cancellations, provide proof of refusal or policy acknowledgement |
155 | American Express | Credit for goods/services that were not received, requested | Track delivery and refunds, provide proof of issuance of credit |
158 | American Express | Credit for returned goods requested | Maintain return logs and confirmation of credit issuance |
169 | American Express | Credit for a charge submitted in an invalid currency requested | Verify currency before charging, provide proof of correct currency processing |
170 | American Express | Credit for a canceled lodging reservation or car deposit requested | Maintain booking and cancellation records, provide confirmation of credit |
173 | American Express | Duplicate billing | Monitor for duplicate charges, reconcile accounts |
175 | American Express | Credit not yet received | Track refunds and credits, maintain proof of processing |
176 | American Express | Referenced card not present or charge(s) not recognized by C/M | Provide signed receipt, proof of transaction, and delivery evidence |
177 | American Express | Unauthorized charge | Maintain proof of authorization, signature, or cardholder approval |
193 | American Express | Fraudulent charge | Maintain fraud detection records, respond with evidence of legitimate transaction |
680 | American Express | Mismatch in submitted charge amount and agreed amount | Retain proof of agreed pricing, invoices, or quotes |
684 | American Express | Charge was paid by another form of payment | Track payment methods and proof of settlement |
691 | American Express | Support and itemization requested | Provide itemized receipts, invoices, or supporting documentation |
693 | American Express | Charge for damages/thef |
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10201 | EFTPOS | Cardholder does not recognize the merchant; trading name differs from statement | Ensure trading/receipt name matches statement, provide receipts clearly showing merchant identity |
10301 | EFTPOS | Duplicate transaction – cardholder acknowledges purchase but transaction processed more than once | Monitor for duplicate submissions, reconcile transactions |
10302 | EFTPOS | Incorrectly charged transaction – cardholder acknowledges purchase but charged incorrectly | Ensure correct amount is charged, keep proof of agreed pricing |
10305 | EFTPOS | Paid by other means – initial transaction declined, cardholder paid via cash/other card, but initial still debited | Track failed transaction flows, issue reversals promptly, reconcile multiple payment methods |
10401 | EFTPOS | No-dispense or partial dispense of cash from self-service terminal | Track terminal cash dispensing, maintain terminal logs, reconcile discrepancies |
10402 | EFTPOS | Non-delivery or partial delivery of goods | Maintain delivery logs, provide proof of shipment or service completion |
10403 | EFTPOS | Cashout transaction – non-dispense or partial dispense | Track cashout transactions, reconcile terminal records |
10404 | EFTPOS | Goods/services not received – refund not received | Track refunds and returns, provide proof of credit issuance |
10501 | EFTPOS | Goods/services not as described, including damaged in transit | Maintain records of condition, shipping, and returns |
20201 | EFTPOS | Split transaction – used to avoid authorization limit | Monitor split transaction patterns, enforce authorization rules |
20202 | EFTPOS | Unauthorized transactions – chip fallback or mobile/contactless/digital | Ensure chip/contactless transactions comply with rules, monitor suspicious activity |
20203 | EFTPOS | Delayed, incorrect, or incomplete purchase/reversal/advice | Ensure timely submission of reversals, monitor processing logs |
20204 | EFTPOS | Invalid fallback – transaction not compliant with EFTPOS rules | Ensure terminal and network compliance, track exceptions |
30101 | EFTPOS | Card not present – fraud | Maintain fraud detection and authorization records |
30201 | EFTPOS | Card not present – duplicate transaction | Monitor duplicate submissions, reconcile card-not-present transactions |
30202 | EFTPOS | Card not present – consumer does not recognize merchant | Ensure merchant identity matches statements, provide clear receipts |
30203 | EFTPOS | Card not present – incorrectly charged | Ensure correct amount and transaction details, provide proof of agreement |
30204 | EFTPOS | Card not present – paid by other means | Track payment method discrepancies, reconcile alternate payments |
30205 | EFTPOS | Card not present – money transfer not credited or incorrect | Maintain transfer records, provide proof of recipient credit |
30401 | EFTPOS | Card not present – non-delivery or partial delivery | Maintain delivery/service proof, reconcile disputes |
30402 | EFTPOS | Card not present – refund not received | Track refunds, provide proof of credit issuance |
30403 | EFTPOS | Card not present – canceled delivery but money still debited | Track cancellations, provide evidence of credit or reversal |
30501 | EFTPOS | Card not present – goods/services not as described | Maintain shipment/service records, ensure accurate descriptions |
30601 | EFTPOS | Card not present – canceled recurring transaction but money debited | Track recurring payments, provide proof of cancellation |
If your chargeback code or reason is not appearing on the table, please reach out to support directly so we can look into it further.
Authorisation error
This tab lists the most common "Authorisation error" reason codes per scheme:
Code | Scheme | What it tells you (Cardholder Claim) | Merchant focus for prevention / defence |
11.3 | Visa | No Authorization - valid authorization was required but not obtained, or authorization requested after transaction. | Always obtain valid authorization before completing the transaction; don’t charge if decline. |
11.2 | Visa | Declined Authorization - transaction processed despite authorization decline or pickup. | Do not proceed with a transaction if the authorization response is declined/pickup. |
4808 | Mastercard | Authorization‑Related Chargeback - no authorisation, forced transaction, authorization after date. | Confirm valid pre‑auth, ensure capture within allowed timeframe, prevent overrides or late authorisations. |
A01 | American Express | Charge amount exceeds authorization amount - merchant charged more than originally approved. | Don’t exceed authorized amount; ensure any added fees/gratuities are within the authorization or obtain a new authorization. |
A02 | American Express | No valid authorization - no approval was obtained before processing the transaction. | Always obtain a valid authorization before completing the transaction; don’t proceed on a declined or missing authorization. |
A08 | American Express | Authorization approval expired - merchant delayed the capture so long that the authorization is no longer valid. | Capture/settle within the timeframe defined by your merchant agreement; monitor authorization validity and expiry. |
If your chargeback code or reason is not appearing on the table, please reach out to support directly so we can look into it further.
Adjustment
The "Adjustment" reason refers to disputes where the cardholder or bank claims there was an issue related to the transaction amount or fees. This could involve scenarios like:
Incorrect amounts charged
Fees or additional charges that the cardholder disputes
Other modifications to the original transaction value
This reason is used when the dispute centers around an adjustment made to the original payment, rather than a clear-cut fraud or service issue.
Other
The "Other" reason serves as a general category for chargebacks that do not fit into any of the specific predefined categories like fraud or processing errors. It covers unique or uncommon dispute reasons that are not otherwise classified. When a chargeback is marked as “Other,” it typically requires further investigation to understand the specific dispute details.
If you need more clarification, please reach out to support directly so we can look into it further.