Chargeback Management

Chargeback or Dispute is the general term for actions that are performed by a user to cancel the transaction without interacting with the merchant. 
 

Chargeback Flow

Chargeback is a procedure of transaction contesting initiated by Issuer (with a view of customer rights protection), resulting whereas payment amount is withdrawn from the merchant (by Acquirer) and returned to the cardholder. For each chargeback processing respective fee applicable. Regarding fee please kindly refer this issue to your account manager. It's important for you to monitor and respond to these disputes as quickly as possible.

Each chargeback in Solid Products is described by type and status. 

Type

NameAPI nameDescription
1st Chargeback1st_chbThe customer queries a transaction with their card issuer by creating a chargeback.
2nd Chargeback2nd_chbThe issuer declines your defence and they open a pre-arbitration, which Solid will review.
ArbitrationarbitrationThe issuer/cardholder disputes the merchant’s second presentment, and the case goes to the issuer network (Visa, Mastercard, etc.) for arbitration.

Statuses

NameAPI nameDescription
In Progressin_progressSolid received the Chargeback. The merchant should decide whether to accept or to defend this Chargeback.
Documents Sentdocument_sentSolid received the supporting documents and forwarded them to the card scheme. It is no longer possible to change these documents.
ReversedreversedSuccessfully challenged Chargeback. We transferred the disputed amount to the merchant's account. The card issuer is still reviewing the defence. If they accept, this is the final status, you won. 
AcceptedacceptedIf you accept the dispute or fail or choose not to send your defence documents, this is the final status. We transferred the disputed amount to the requester's account. 
Resolved resolvedThe dispute process is now resolved at the pre-dispute stage via the automatic refund by Proactive Dispute Resolution functionality. Resolved disputes will not count against the dispute ratio. (RDR status)
Resolved reversalresolved_reversalResolved chargeback is cancelled. (RDR status)

General flow

After the chargeback was opened, it will move through the chargeback flow described in the diagram below.

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Defend or Accept chargebacks

You can defend yourself against the disputes where you have evidence that the transaction is valid, or the transaction amount is high. If you defend the chargeback, the dispute will move through the entire flow.

If you want to dispute the chargeback you should send documents with the compelling evidence to support@solidgate.com. If you do not provide evidence until the chargeback deadline, the dispute will be automatically accepted. Requirements for docs are stated below.

REQUIREMENTS FOR THE PREPARATION OF DOCUMENTS FOR DISPUTE:EXAMPLE
  • The total quantity of pages within one case is no more than 19 pages.
  • The format of all pages within one case should be either “portrait” format only or “landscape” format only.
  • All pages should be A4 size, other sizes do not acceptable.
  • Acceptable file format — DOCX.
  • For most chargeback/pre-arbitration/retrieval request decision provision – 7 days! After shown time frame chargebacks and pre-arbitrations will be accepted (lost).
  • You could use the example of the document attached to create your evidence.

Compelling evidence

*Please provide as much information as possible about the user below the text (screenshots of the agreements, customer's documents, proofs of using the product)

REASON CODEDIGITAL PRODUCT OR SERVICEPHYSICAL PRODUCTS

Fraud - card-absent environment

Visa: 10.4

MasterCard: 4837

AMEX: F29

Discover: UA02

Description, date, and time of the products or services successfully downloaded. The evidence must also contain at least two of the following pieces of information:

  • Customer's IP address and their device's geographical location at the time of purchase
  • Device ID and name of the device
  • Customer name and email address linked to their customer profile
  • Evidence that the customer logged into their account for your business before the transaction date
  • Evidence that your website or app was accessed by the cardholder for purchase or services on or after the transaction date
  • Evidence that the same device and card used in the disputed payment was used in a previous payment that was not disputed
  • Description of the digital goods and the date and time they were purchased and downloaded.
  • Record of previous non-disputed payments.
  1. Evidence such as photographs or emails to prove a link between the person receiving products and the cardholder
  2. If the products are collected from a physical location, you must provide:
    • Cardholder signature on the pickup form
    • A copy of identification presented by the cardholder
    • Details of identification presented by the cardholder
  3. The address to which a physical product was shipped. The shipping address should match a billing address verified with AVS. You must also provide documentation as proof that a product was shipped to the cardholder at the same address the cardholder provided to you.
  4. The date on which a physical product began its route to the shipping address
  5. Courier's GPS location proving that product has been delivered

Merchandise/Service not provided

Visa: 13.1

MasterCard: 4855

AMEX: F29

Discover: UA02

Duplicate processing/Paid by other means

Visa: 12.6

MasterCard: 4834

AMEX: P08

Discover: DP

  1. The charge ID for the previous payment that appears to be a duplicate of the one that is disputed.
  2. An explanation of the difference between the disputed payment and the prior one that appears to be a duplicate.
  3. Documentation for the prior payment that can uniquely identify it, such as a separate receipt. This document should be paired with a similar document from the disputed payment that proves the two are separate.
  4. Copy of invoice of two separate orders.
  1. The charge ID for the previous payment that appears to be a duplicate of the one that is disputed.
  2. An explanation of the difference between the disputed payment and the prior one that appears to be a duplicate.
  3. Documentation for the prior payment that can uniquely identify it, such as a separate receipt. This document should be paired with a similar document from the disputed payment that proves the two are separate.
  4. Copy of invoice of two separate orders.
  5. A shipping label or receipt for the disputed payment.

Cancelled recurring transaction

Visa: 13.2

MasterCard: 4841

AMEX: C28

Discover: AP

  • Any server or activity logs showing proof that the cardholder accessed or downloaded the purchased digital product. This information should include IP addresses, corresponding timestamps, and any detailed recorded activity.
  • Your subscription cancellation policy, as shown to the customer.
  • An explanation of how and when the customer was shown your cancellation policy prior to purchase.
  • A notification sent to the customer of renewal or continuation of the subscription.
  • Proof that notice of upcoming billing was sent to cardholder 10 days before transaction.
  • Proof that the services were used between the billing date and the cancellation date.
  • The Cardholder requested a cancellation for a different date and services were provided until this date.
  • Your subscription cancellation policy, as shown to the customer.
  • An explanation of how and when the customer was shown your cancellation policy prior to purchase.
  • A notification sent to the customer of renewal or continuation of the subscription, or an acknowledgment from the customer of their continued use of the product or service after the date they claim they canceled the subscription.
  • Proof that notice of upcoming billing was sent to cardholder 10 days before transaction.
  • Proof that the cardholder did not return the merchandise.

 

You should consider accepting the dispute if:

  • You do not possess the information needed to remedy the chargeback reason code.
  • The transaction amount is not high enough to spend resources on compelling evidence.
  • The transaction amount does not outweigh the risk of losing the chargeback fee for the second booked chargeback.
  • The transaction is known to be fraudulent.
  • The shopper has returned the goods, or you have failed to deliver the goods.

Rapid Dispute Resolution (RDR) Alerts

This VISA Verifi product allows resolving disputers by automatic refunds. This solution prevents chargeback at the pre-dispute stage at the VISA VROL system. 

Resolved disputes will not count against the dispute ratio.

This new type of alert uses Chargeback API.

Chargeback statuses:

resolved - The dispute process is now resolved at the pre-dispute stage. Resolved disputes will not count against the dispute ratio.

resolved_reversal - Resolved chargeback is cancelled

Auto-Representment

Solid will automatically initiate the dispute process for applicable chargebacks with no action needed on your part, but we don't guarantee a successful return of the money.

These chargebacks include: 

  • Already refunded transactions, where the refund occurred before the chargeback date.
  • Transactions which were proceeded with a liability shift.
  • Chargeback which was processed using Google Pay payments.
  • The 16th fraudulent chargeback on the same card for Mastercard.
  • Chargebacks with the technical errors that invalidate them (duplicate chargeback for one order, chargeback outside the applicable timeframe).

Chargeback Reasons

Below you will find all the dispute reason codes divided by scheme/issuer and category with description provided. 

Visa

Visa's Reason Codes follow a format of two digits, a period, and a third digit. The first two digits indicate which category the reason code falls under: 10 for Fraud, 11 for Authorization, 12 for Processing Errors, and 13 for Consumer Disputes. The third digit indicates the specific reason within this category.

Reason CodeGroupReasonDescription
10.1FraudEMV Liability Shift Counterfeit FraudThe cardholder is claiming that they did not authorize or participate in a transaction that you processed.
10.2FraudEMV Liability Shift Non-Counterfeit FraudThe cardholder is claiming that they did not authorize or participate in a transaction that you processed.
10.3FraudFraud – Card-Present EnvironmentThe cardholder is claiming that they did not authorize or participate in a key-entered or unattended transaction conducted in a card-present environment.
10.4FraudFraud – Card-Absent EnvironmentThe cardholder did not authorize or participate in a transaction conducted in a card-absent environment (i.e., internet, mail-order, phone-order, etc.).
10.5FraudVisa Fraud Monitoring ProgramVisa notified the cardholder’s bank that the Visa Fraud Monitoring Program (VFMP) identified the transaction and the cardholder’s bank has not successfully disputed the transaction under another dispute condition.
11.1AuthorizationCard Recovery BulletinThe transaction was below the merchant's floor limit and the merchant did not obtain authorization.
11.2AuthorizationDeclined AuthorizationAn Authorization Request received a Decline Response and the merchant completed the transaction.
11.3AuthorizationNo AuthorizationCorrect and valid authorization was not obtained by the merchant.
12.1Processing ErrorsLate PresentmentThe transaction was not sent to Visa within the timeframe required.
12.2Processing ErrorsIncorrect Transaction CodeA cardholder claims the converted amount of charge on an international transaction is incorrect.
12.3Processing ErrorsIncorrect CurrencyYou 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.
12.4Processing ErrorsIncorrect Account NumberYou either processed the transaction to an incorrect account number or did not authorize the transaction and it was processed to an account number, not on the issuer’s master file.
12.5Processing ErrorsIncorrect AmountThe cardholder claims that the amount they agreed to pay differs from the amount charged.
12.6Processing ErrorsDuplicate Processing/Paid By Other MeansThe cardholder claims that a single transaction was processed more than once or the cardholder claims that they paid for the merchandise or service by other means (i.e. cash, check, another card, etc.).
12.7Processing ErrorsInvalid DataAuthorization was obtained using invalid or incorrect data.
13.1Consumer DisputesMerchandise/Services Not ReceivedThe 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)
13.2Consumer DisputesCancelled RecurringA recurring transaction was processed after it was canceled or the cardholder’s account was closed.
13.3Consumer DisputesNot as Described or Defective Merchandise/ServicesThe cardholder claims the goods were not as described or disputes the quality of the merchandise or services.
13.4Consumer DisputesCounterfeit MerchandiseThe merchandise was identified as counterfeit by a third party.
13.5Consumer DisputesMisrepresentationThe cardholder’s bank received a notice from the cardholder claiming that the terms of the sale were misrepresented.
13.6Consumer DisputesCredit Not ProcessedThe cardholder’s bank received a notice from the cardholder claiming that they received an Authorization, credit or voided transaction receipt that has not been processed.
13.7Consumer DisputesCanceled Merchandise/ServicesThe 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.
13.8Consumer DisputesOriginal Credit Transaction Not AcceptedThe original credit was not accepted.
13.9Consumer DisputesNon-Receipt of Cash or Load Transaction ValueCardholder did not receive the full cash withdrawal at an ATM.

MasterCard

Instead of having a different code for each individual reason like the other card networks, Mastercard uses a single code for all Authorization-Related Chargebacks, one for all Point of Interaction Error chargebacks, and one for all Cardholder Disputes chargebacks. Mastercard's reason codes are listed as four-digit numbers, with all initial chargebacks received by a merchant beginning with 48. For transactions processed through the Single Message System, the 48 is omitted, leaving only the two digits that indicate the reason code.

Reason CodeGroupReasonDescription
4837FraudNo Cardholder AuthorizationThe cardholder states that neither he, she, nor anyone authorized by him or her engaged in the transaction.
4840FraudFraudulent Processing of TransactionsThe cardholder claims that a fraudulent purchase was made while the card was in the cardholder’s possession at the time of the transaction.
4849FraudQuestionable Merchant ActivityThe acquirer processed a transaction for a merchant that later was listed in a MasterCard Global Security Bulletin for violating GMAP, QMAP, or reported to SAFE.
4863FraudCardholder Does Not Recognize-Potential FraudThe cardholder claims that they do not recognize the transaction and states that they did not authorize the charge to their credit card.
4870FraudChip Liability ShiftThe cardholder claims they were in possession of a valid card on the date of the transaction or they did not authorize or participate in the transaction.
4871FraudChip/PIN Liability ShiftThe cardholder claims they were in possession of a valid card on the date of the transaction or they did not authorize or participate in the transaction.
4807AuthorizationWarning Bulletin FileCorrect and valid authorization was not obtained by the merchant.
4808AuthorizationRelated ChargebackCorrect and valid authorization was not obtained by the merchant.
4808AuthorizationRequired Authorization Not ObtainedThe transaction was not settled until after its expiration deadline, at which point the cardholder’s account was no longer active/in good standing.
4808AuthorizationExpired Chargeback Protection PeriodThe transaction was not settled until after its expiration deadline, at which point the cardholder’s account was no longer active/in good standing.
4808AuthorizationMultiple Authorization RequestsA card-not-present transaction was declined by the issuer but later approved using Stand-In processing or X-Code.
4808AuthorizationActivated Terminal (CAT) 3 DeviceUnauthorized transactions are processed at a cardholder-activated terminal (CAT).
4812AuthorizationAccount Number Not On FileAccount number does not correspond to the account numbers the issuer has on file for this cardholder.
4831Processing ErrorsTransaction Amount DiffersThe cardholder claims that the amount they agreed to pay differs from the amount charged.
4834Processing ErrorsATM DisputesThe cardholder charges that an inaccurate amount of cash was dispensed by an ATM, or that the ATM withdrawal had been debited to the account multiple times.
4834Processing ErrorsPoint-of-Interaction ErrorThe cardholder claims that a single transaction was processed more than once.
4834Processing ErrorsDuplication/Paid by Other MeansThe merchant submitted a single batch of transactions multiple times; the merchant deposited both copies of the sales receipt (merchant and sales copy); the merchant created two sales receipts for a single transaction; the merchant deposited a receipt with more than one acquirer; the merchant processed a single transaction multiple times on the same card or to another payment method.
4842Processing ErrorsLate PresentmentThe transaction was not sent to Mastercard within the timeframe required.
4846Processing ErrorsCorrect Transaction Currency Code Not ProvidedA cardholder claims the converted amount of charge on an international transaction is incorrect.
4850Processing ErrorsInstallment Billing DisputeWhen an account is posted a debit in place of credit by mistake. 
4999Processing ErrorsDomestic Chargeback Dispute (Europe Region Only)A centrally acquired domestic transaction or a domestic transaction processed
through the MasterCard Network, where a chargeback is available according to
the applicable domestic rule, but cannot be processed under a different message
reason code.
4841Consumer DisputesCanceled Recurring or Digital Goods TransactionsA recurring transaction was processed after it was canceled or the cardholder’s account was closed.
4853Consumer DisputesCardholder DisputeThe cardholder contacted their issuer to dispute a purchase. This can be for a variety of reasons, such as non-receipt or damaged/defective merchandise.
4853Consumer DisputesDigital Goods $25 or lessThe cardholder claims that card information used to create an account for digital purchases lacked necessary purchase controls, leading to unauthorized purchases.
4853Consumer DisputesTransaction Did Not CompleteMerchandise or services were not used by the purchaser, who believed the transaction was not actually processed.
4854Consumer DisputesCardholder Dispute-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 with the merchant.
4855Consumer DisputesGoods or Services Not ProvidedThe 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).
4859Consumer DisputesAddendum, No-show, or ATM DisputeThe cardholder claims an additional, unauthorized charge was added after a valid transaction without their consent.
4860Consumer DisputesCredit Not ProcessedThe cardholder claims that they have received credit.

Amex

American Express has a slightly longer list of Reason Codes than the other card networks. These Reason Codes consist of a letter followed by two numbers. The letter indicates the category the Reason Code falls into: A for Authorization, C for Consumer Dispute, F for Fraud, and P for Processing Errors.

The two codes that refer to the merchant's response (or lack thereof) to a request begin with R, and the code that indicates that the merchant authorized the chargeback begins with M. The two-digit number indicates the specific reason for the chargeback.

The Reason Code is used for North America, Canada, and the United States of America; there may be a different identifier for the rest of the world.

Reason CodeGroupReasonDescription
F10FraudMissing ImprintCardholder did not participate in a purchase and was not provided a copy of the card imprint (card-present environments only).
F14FraudMissing SignatureThe cardholder claims not to have been involved in a transaction that was processed (card-present environments only).

F24

All other countries 4534

FraudNo Card Member AuthorizationThe cardholder denies participation in the charge submitted by the merchant and the merchant has failed to provide proof that the cardholder participated in the charge.

F29

All other countries 4540

FraudCard not presentThe cardholder's bank received a complaint from the cardholder indicating an
unauthorized card-not-present transaction.

F30

All other countries 4798

FraudEMV CounterfeitThe cardholder denies participation in the charge and a counterfeit chip card was used at a POS system where the transaction was not processed as a chip transaction because either: the POS system was not an enabled chip and PIN POS system, or the transaction was manually keyed. Note: Not applicable for contactless transactions and Digital Wallet payments.

F31

All other countries 4799

FraudEMV Lost/Stolen/Non-ReceivedThe cardholder denies participation in the charge and the chip card with PINcapabilities was lost/stolen/non-received and was used at a POS system where the transaction was not processed as a chip card transaction with PIN validation because either: the POS system is not an enabled chip-and-PIN POS system, or the transaction was manually keyed. Note: Not applicable to contactless transactions and Digital Wallet payments, and charges that qualify under the No Signature/No PIN Program.

FR2

All other countries 4763

FraudFraud Full Recourse ProgramThe cardholder denies authorizing the charge and your business has been placed in the Fraud Full Recourse Program.
FR4FraudPlaced in Immediate Chargeback ProgramThe cardholder has disputed the charge and the merchant has been placed in the Immediate Chargeback Program.
FR6FraudPlaced in the Partial Immediate Chargeback ProgramThe cardholder has disputed the charge and the merchant has been placed in the Partial Immediate Chargeback Program.
A01AuthorizationCharge amount exceeds authorization amountThe merchant has submitted a transaction that was of an amount greater than the
authorized approval.
A02AuthorizationNo Valid AuthorizationCorrect and valid authorization was not obtained by the merchant.
A08AuthorizationAuthorization Approval ExpiredCorrect and valid authorization was not obtained by the merchant.

P01

All other countries 4523

Processing ErrorsUnassigned Card NumberThe card number used for the transaction is not assigned to a valid account, or not assigned to the cardholder.

P03

All other countries 4752

Processing ErrorsCredit Processed as ChargeWhen an account is posted a debit in place of credit by mistake.

P04

All other countries 4752

Processing ErrorsCharge Processed as CreditA merchant needed to charge an account, but instead processed it as a credit.

P05

All other countries 4507

Processing ErrorsIncorrect Charge AmountThe cardholder claims the charge amount the merchant submitted differs from the agreed amount.

P07

All other countries 4536

Processing ErrorsLate SubmissionThe charge was not submitted within the required timeframe.
P08Processing ErrorsDuplicate ChargeAn individual charge was submitted more than once.
P22Processing ErrorsNon-Matching Card NumberThe card number used for the transaction is not assigned to a valid account, or not assigned to the cardholder.
P23Processing ErrorsCurrency DiscrepancyThe merchant made one or more errors related to the transaction currency.
C02Consumer DisputesCredit Not ProcessedCredit has not been applied to cardholders accounts for either: goods/services canceled; an advance deposit/ payment or a no-show reservation.
C04Consumer DisputesGoods/Services Returned or RefusedThe cardholder claims that the goods or services that were purchased at your business have not been received or have been refused.
C05Consumer DisputesGoods/Services CanceledThe cardholder claims that the goods or services ordered were cancelled.

C08

All other countries 4554

Consumer DisputesGoods/Services Not Received or Only Partially ReceivedThe cardholder claims that the goods or services that were purchased at your business have not been received.

C14

All other countries 4515

Consumer DisputesPaid by Other MeansThe cardholder has provided American Express with proof of payment by another method.
C18Consumer Disputes“No Show” or CARDeposit CanceledThe cardholder claims to have cancelled a lodging reservation, or a credit for a CARDeposit charge was not received by the cardholder.

C28

All other countries 4544

Consumer DisputesCancelled Recurring BillingCardholder claims that their account continues to be billed for recurring goods or services that they had previously cancelled or revoked.
C31Consumer DisputesGoods/Services Not As DescribedThe 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.
C32Consumer DisputesGoods/Services Damaged or DefectiveThe cardholder disputes the quality of the merchandise or services.

Discover

Unlike the other card networks, Discover's reason codes do not follow any particular pattern. Most are two-character codes, but there are some exceptions to this pattern. In particular, all reason codes in the fraud category begin with UA (for unauthorized) followed by a two-digit number. For many of these two-digit codes, you can see the meaning at a glance, e.g. NA for No Authorization or EX for Expired Card. Unfortunately, this is not the case everywhere. For example, the reason code for a changed amount is not AA, but AW. The reason code AA instead means Cardholder Does Not Recognize.

Reason CodeGroupReasonDescription
UA01Fraud Card Present EnvironmentA fraudulent transaction was made using the actual credit card, according to the cardholder.
UA02Fraud Card Not Present TransactionThe cardholder claims that they did not approve or participate in a Card Not Present (CNP) transaction.
UA05Fraud Chip Counterfeit TransactionThe cardholder alleges that a counterfeit card was used to conduct a card sale or cash advance, and a Contact Chip Payment Device was issued.
UA06Fraud Chip and PIN TransactionThe cardholder alleges fraud relating to a Card Present chip card transaction, including a cash advance, involving a card account on which a PIN-preferring Contact Chip Payment Device was issued, the card was reported as lost or stolen at the time of the card sale or cash advance, and the card transaction was conducted at a POS Device that does not support chip card transactions with PIN preferring Contact Chip Payment Devices.
UA10Fraud Request Transaction Receipt (swiped card transactions)Issuer requests documents for a transaction the cardholder claims was fraudulent (card-present.)
UA11Fraud Cardholder claims fraud (swiped transaction, no signature)The cardholder claims this activity was fraudulent (card-present).
ATAuthorizationAuthorization NoncomplianceThe merchant did not obtain a valid Authorization Response, and the issuer cannot collect the card sale amount from the cardholder.
DAAuthorizationDeclined AuthorizationA declined transaction is presented for processing.
EXAuthorizationExpired CardThe cardholder challenges the validity of a transaction because the card had expired at the time.
NAAuthorizationNo AuthorizationThe transaction was processed without authorization.
INProcessing ErrorsInvalid Card NumberThe card number provided by the merchant is not valid.
LPProcessing ErrorsLate PresentmentSales data was submitted for the card sale later than the number of calendar days
permitted for timely sales data submission. The card sale was also not for a
delayed delivery card sale.
NCNot ClassifiedThe merchant's attempts to resolve the issue were unsuccessful; other reasons specific to the claim.Any claims of invalid transactions which do not fall under any other classification.
EXExpired Expired CardAny claims of invalid transactions which do not fall under any other classification.
05Consumer DisputesGood Faith Investigation The merchant accepted responsibility in response to a Good Faith Investigation
Ticket Retrieval Request.
AAConsumer DisputesDoes Not RecognizeThe cardholder claims that their account was charged or credited for a card transaction (other than an ATM transaction) that they don't recognize.
APConsumer DisputesRecurring PaymentsThe cardholder challenges the validity of recurring payments card sales after expiration or cancellation of the recurring payments plan agreement.
AWConsumer DisputesAltered AmountThe cardholder claims that the amount of a card transaction was altered without their consent or direction.
CDConsumer DisputesCredit Posted as Card SaleThe cardholder challenges the validity of a card transaction because the transaction should have resulted in a credit rather than a card sale or the transaction should have resulted in a card sale rather than a credit.
DPConsumer DisputesDuplicate ProcessingThe cardholder claims that a single card transaction was applied more than once to the account.
ICConsumer DisputesIllegible Sales DataA requested sales receipt was provided, but was not legible.
NFConsumer DisputesNon-Receipt of Cash from ATMThe cardholder claims an ATM Cash Disbursement was charged to an account, but cash was not dispensed by the ATM.
PMConsumer DisputesPaid by Other MeansThe cardholder claims their account was charged for a card sale where the transaction was conducted using another form of payment.
RGConsumer DisputesNon-Receipt of Goods, Services, or CashThe cardholder challenges the validity of a transaction due to non-receipt of goods or services.
RMConsumer DisputesCardholder Disputes Quality of Goods or ServicesThe cardholder claims the goods or services delivered by the merchant were not of the quality or condition agreed-upon.
RN2Consumer DisputesCredit Not ProcessedThe cardholder claims that an expected credit from the merchant was not received.
DCDispute ComplianceDispute ComplianceThe acquirer or merchant did not comply with the applicable Operating Regulations.

UnionPay

Reason CodeGroupReasonDescription
4514FraudFraudulent Multiple TransactionsThe customer admits to participating in at least one transaction with the merchant, but disputes additional charges.
4562FraudCounterfeit CardThe cardholder is claiming that they did not authorize or participate in a transaction that you processed.
4802FraudHigh-Risk Merchant-
4803FraudProhibited Merchant-
4810FraudThe Cardholder denies the Transaction- Non-face-to-face TransactionThe cardholder did not authorize or participate in a transaction conducted in a card-absent environment (i.e., internet, mail-order, phone-order, etc.).
4508AuthorizationExceeds Limited or Authorized AmountCardholder Dispute-Transaction Amount Differs.
4522AuthorizationDeclined AuthorizationCorrect and valid authorization was not obtained by the merchant.
4528AuthorizationCancelled Pre-authorization-
4558AuthorizationVerification for Transaction Certificate (TC) Fails-
4502Processing ErrorsPurchase Not Completed-
4503Processing ErrorsDispute on Debit Adjustment-
4507Processing ErrorsCardholder Dispute - Transaction Amount DiffersThe cardholder claims that the amount they agreed to pay differs from the amount charged.
4512Processing ErrorsDuplicate ProcessingThe cardholder claims that a single transaction was processed more than once.
4544Processing ErrorsCancelled Transaction-
4806Processing ErrorsPaid by Other MeansThe cardholder claims that they paid for the merchandise or service by other means (i.e. cash, check, other cards, etc.).
4532Processing ErrorsRefund Not ProcessedCredit has not been applied to cardholders account for either: goods/services cancelled; an advance deposit/ payment or a no show reservation.
4501Consumer DisputesNon-Disbursement or Partial Disbursement of Cash at ATM-
4557Consumer DisputesThe transaction was settled but goods or services were not receivedThe cardholder claims that merchandise or services that they ordered were not received or that the cardholder cancelled the order as the result of not receiving the merchandise or services by the expected delivery date (or merchandise was unavailable for pick-up)
4752Consumer DisputesFees Refund for Unsuccessful Balance Inquiry-