General documents required for the representation of disputes
| Document name | Description |
|---|---|
| Delivery or service proof | Proof that the cardholder or customer did, in fact, receive the goods or services, such as a signed delivery confirmation. |
| Shipping proof | Proof that the address was validated via authorisation and that the goods were shipped to that address. |
| Statement of service | Account statement of the wallet where funds were loaded by the customer. |
| Proof of service used | Customer acknowledgement of services used in case of a recurring transaction. |
| Cancellation of service proof | Document to support that you were able to provide merchandise or service and that the cardholder or customer cancelled before the delivery date. |
| Refund proof | Refund details to the customer if done via any other mode. |
| Business model explanation | Generic letter elaborating how your business operates once a payment is made by the customer. |
| Extra Charges Declaration | Terms and conditions stating the customer would be held accountable for extra charges. |
| Terms & Conditions | Terms and conditions elaborating your refund or cancellation policies. |
| Customer Withdrawal Letter | Proof stating that the cardholder or customer no longer disputes the transaction, or the issue was resolved with the customer. |
| Certificate of Authenticity | Original purchase receipts issued by the manufacturer that show the products you’ve sold are genuine. |
| Reseller Agreement | A legal document that authorises you to sell the manufacturer’s products. |
Dispute reason codes and their categories
VISA reason codes
| Reason code | Description | External category |
|---|---|---|
| 10.1 | EMV Liability Shift Counterfeit Fraud | Fraud |
| 10.2 | EMV Liability Shift Non-Counterfeit Fraud | Fraud |
| 10.3 | Other Fraud: Card-Present Environment | Fraud |
| 10.4 | Other Fraud: Card-Absent Environment | Fraud |
| 10.5 | Visa Fraud Monitoring Program | Fraud |
| 11.1 | Card Recovery Bulletin | Authorisation |
| 11.2 | Declined Authorisation | Authorisation |
| 11.3 | No Authorisation | Authorisation |
| 12.1 | Late Presentment | Processing errors |
| 12.2 | Incorrect Transaction Code | Processing errors |
| 12.3 | Incorrect Currency | Processing errors |
| 12.4 | Incorrect Account Number | Processing errors |
| 12.5 | Incorrect Amount | Processing errors |
| 12.6 | Duplicate Processing/Paid by Other Means | Processing errors |
| 12.7 | Invalid Data | Processing errors |
| 13.1 | Merchandise / Services Not Received | Consumer disputes |
| 13.2 | Cancelled Recurring Transaction | Consumer disputes |
| 13.3 | Not as Described or Defective Merchandise / Services | Consumer disputes |
| 13.4 | Counterfeit Merchandise | Consumer disputes |
| 13.5 | Misrepresentation | Consumer disputes |
| 13.6 | Credit Not Processed | Consumer disputes |
| 13.7 | Cancelled Merchandise / Services | Consumer disputes |
| 13.8 | Original Credit Transaction Not Accepted | Consumer disputes |
| 13.9 | Non-Receipt of Cash or Load Transaction Value | Consumer disputes |
MASTERCARD reason codes
| Reason code | Description | External category |
|---|---|---|
| 4808 | Authorisation related chargeback | Authorisation |
| 4834 | Point of interaction error | Point of interaction error |
| 4837 | No Cardholder Authorisation | No cardholder authorisation or fraud |
| 4840 | Fraudulent processing of transactions | No cardholder authorisation or fraud |
| 4849 | Questionable merchant activity | No cardholder authorisation or fraud |
| 4850 | Instalment billing dispute | Instalment billing dispute |
| 4853 | Cardholder disputes | Cardholder disputes |
| 4854 | Cardholder dispute not classified elsewhere (US) | Cardholder dispute not classified elsewhere |
| 4855 | Goods or services not provided | Cardholder disputes |
| 4860 | Credit not processed | Cardholder disputes |
| 4870 | Chip liability shift | No cardholder authorisation or fraud |
| 4871 | Chip or PIN Liability Shift-Lost or Stolen or Never Received Issue (NRI) fraud | No cardholder authorisation or fraud |
AMEX reason codes
| Reason Code | Description | External category |
|---|---|---|
| 4507 | Incorrect charge amount or currency discrepancy | Processing errors |
| 4512 | Duplicate charge | Processing errors |
| 4513 | Credit not processed or no show | Cardmember dispute |
| 4516 | No reply | Inquiry or miscellaneous R03 |
| 4521 | Charge amount exceeds authorisation amount or no valid authorisation | Insufficient reply |
| 4523 | Unassigned card number | Authorisation |
| 4533 | Goods or services not as described or damaged or defective | Processing errors |
| 4534 | Missing signature | Cardmember dispute |
| 4536 | Late submission | Fraud |
| 4540 | Card not present | Processing errors |
| 4544 | Cancelled recurring billing | Fraud |
| 4554 | Goods or services not received or only partially received C14 paid by other means | Cardmember dispute |
| 4750 | Vehicle rental - capital damages | Cardmember dispute |
| 4752 | Credit processed as charge | Processing errors |
| 4755 | No cardmember authorisation | Fraud |
| 4763 | Fraud full recourse program | Fraud |
| 4798 | EMV counterfeit | Fraud |
| 4799 | EMV list, stolen or non-received | Fraud |
DINERS reason codes
| Reason Code | Description | External category |
|---|---|---|
| A02 | Authorisation processing errors | Processing errors |
| A06 | Unissued account number | Authorisation |
| B24 | Late presentation | Processing errors |
| B25 | Duplicate charge | Processing errors |
| B26 | Alternate settlement currency incorrect exchange rates | Processing errors |
| B27 | Incorrect currency | Processing errors |
| C41 | Fraud - Card present transaction | Fraud |
| C42 | Fraud - Card not present transaction | Fraud |
| C46 | Multiple charges at service establishment fraudulent transaction | Fraud |
| C53 | Fraud – chip card counterfeit transaction | Fraud |
| C54 | Fraud – lost or stolen chip and PIN card transaction | Fraud |
| D61 | Altered amount | Processing errors |
| D62 | Non-receipt of goods or services | Consumer disputes |
| D66 | Credit not processed | Consumer disputes |
| D67 | Cardmember paid by other means | Processing errors |
| D69 | Cancelled recurring transactions | Consumer disputes |
| D70 | Cardmember does not recognise | Consumer disputes |
DISCOVER reason codes
| Reason Code | Description | External category |
|---|---|---|
| 4534 | Duplicate Processing | Processing error |
| 4541 | Recurring Payment | Consumer disputes |
| 4542 | Late Presentation | Processing error |
| 4550 | Credit/ Debit Posted Incorrectly | Processing error |
| 4553 | Cardholder Disputes Quality of Goods or Services | Consumer disputes |
| 4586 | Altered Amount | Processing error |
| 4865 | Paid by Other Means | Processing error |
| 4752 | Does not Recognise | Consumer eisputes |
| 4753 | Invalid Cardholder Number | Authorisation |
| 4755 | Non-Receipt of Goods or Services | Fraud |
| 4866 | Fraud Chip Card Counterfeit Transaction | Fraud |
| 4867 | Fraud Chip Card and PIN Transaction | Fraud |
| 7010 | Fraud Card Present Transaction | Fraud |
| 7030 | Fraud Card Not Present Transaction | Fraud |
| 8002 | Credit Not Processed | Consumer disputes |
RUPAY reason codes
| Reason code | Description | External category |
|---|---|---|
| 108 | The remitter account is debited, but the beneficiary account was not credited | Chargeback Raise |
| 109 | The remitter bank customer still disputes that the beneficiary account is not credited | Pre-arbitration Raise |
| 121 | TCC has been raised, but the customer is still complaining that the Beneficiary account is not credited | Deferred Chargeback Raise |
| 128 | Chargeback on Fraudulent Transaction | Fraud Chargeback Raise |
| 1061 | Credit not processed for cancelled or returned goods and services | Chargeback Raise |
| 1062 | Goods and Services not as described or defective | Chargeback Raise |
| 1063 | Paid by alternate means | Chargeback Raise |
| 1064 | Goods or Services Not Provided / Not Received | Chargeback Raise |
| 1065 | Account debited but transaction confirmation not received at the merchant location | Chargeback Raise |
| 1081 | Transaction not steeled within the specified timeframes | Chargeback Raise |
| 1084 | Duplicate /Multiple Transaction | Chargeback Raise |
| 1085 | Cardholder was charged more than the transaction amount | Chargeback Raise |
| 1097 | The customer is still claiming that services are not delivered | Pre-arbitration Raise |
UPI reason codes
| Reason code | Description | External category |
|---|---|---|
| 1061 | Credit not processed for cancelled or returned goods and services | Chargeback Raise |
| 1062 | Goods and Services not as described or defective | Chargeback Raise |
| 1063 | Paid by alternate means | Chargeback Raise |
| 1064 | Goods or Services Not Provided / Not Received | Chargeback Raise |
| 1065 | Account debited but transaction confirmation not received at the merchant location | Chargeback Raise |
| 1081 | Transaction not steeled within the specified timeframes | Chargeback Raise |
| 1084 | Duplicate /Multiple Transaction | Chargeback Raise |
| 1085 | Cardholder was charged more than the transaction amount | Chargeback Raise |
| 1097 | The customer is still claiming that services are not delivered | Pre-arbitration Raise |
Cashfree Payments internal reason codes
| Reason code | Description | External category |
|---|---|---|
| 1401 | Fraud Transaction | Fraud |
| 1402 | Duplicate Processing | Processing Error |
| 1403 | Services Not Rendered | Customer Dispute |
| 1404 | End Customer Escalation | Customer Dispute |
| 1405 | Suspicious Transaction | Fraud |