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They tell you why a chargeback happened.
Was it fraud? A processing error? A customer dispute? The reason code spells it out.
They guide your response.
Each code comes with specific evidence requirements. Submit the wrong proof, and you lose.
They reveal patterns.
If you see the same code over and over, you’ve found a weak spot in your process.
Card networks (Visa, Mastercard, Amex, Discover) each have their own system, but the logic is similar:
| Network | Format Example | Categories (2025) |
|---|---|---|
| Visa | 10.1, 11.2 | 10=Fraud, 11=Authorization, 12=Processing Errors, 13=Customer Disputes |
| Mastercard | 4808, 4853 | 4808=Authorization, 4853=Cardholder Dispute, 4837=Fraud |
| Amex | F10, C02 | F=Fraud, C=Cardmember Disputes, A=Authorization |
| Discover | 05, AA, AP | 05=Service Dispute, AA=Does Not Recognize, AP=Recurring Payments |
Visa’s VCR (Visa Claims Resolution) system (launched 2018, still in effect) uses a three-digit format:
Mastercard uses four-digit codes, but the logic is the same:
| Code | Meaning | What to Do |
|---|---|---|
| 10.1 | Fraud – Unauthorized Transaction | Gather proof of authorization, shipping, and customer communication |
| 11.2 | Authorization – Expired Approval | Show valid auth timestamp and transaction details |
| 12.3 | Processing Error – Duplicate Charge | Provide transaction logs and refund proof |
| 13.4 | Customer Dispute – Goods Not Received | Submit tracking, delivery confirmation, and customer contact records |
| 4853 | Cardholder Dispute (Mastercard) | Same as 13.4 – focus on delivery and communication |
| C08 | Goods Not Received (Amex) | Same as above |
| 05 | Service Dispute (Discover) | Show service logs, customer communication, and refund attempts |
Identify the code.
Check your processor dashboard or bank statement.
Understand the category.
Is it fraud, authorization, processing, or customer dispute?
Gather the right evidence.
Submit a targeted response.
Tailor your evidence to the code. Generic responses lose.
Track patterns.
If you see the same code repeatedly, fix the root cause (e.g., improve shipping, clarify refund policy).
Clarify your refund policy.
Make it easy to find and understand.
Communicate with customers.
Send order confirmations, shipping updates, and delivery notifications.
Use fraud prevention tools.
Address verification, 3D Secure, and device fingerprinting.