Reason Codes and Documents

General documents required for the representation of disputes

Document Name	Description
Delivery/Service Proof	Proof that the cardholder/customer did in fact receive the goods or services, such as 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 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 you were able to provide merchandise or service and that the cardholder/customer cancelled prior to 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 customer would be accounted for extra charges.
Terms & Conditions	Terms and conditions elaborating your refund/cancellation policies.
Customer Withdrawal Letter	Proof stating that the cardholder/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 shows 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	Canceled 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	Authorization Related Chargeback	Authorisation
4834	Point of Interaction Error	Point of Interaction Error
4837	No Cardholder Authorization	No Cardholder Authorisation/ Fraud
4840	Fraudulent Processing of Transactions	No Cardholder Authorisation/ Fraud
4849	Questionable Merchant Activity	No Cardholder Authorisation/ Fraud
4850	Installment Billing Dispute	Installment 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/ Fraud
4871	Chip / PIN Liability Shift—Lost / Stolen / Never Received Issue (NRI) Fraud	No Cardholder Authorisation/ Fraud

AMEX Reason Codes

Reason Code	Description	External Category
4507	Incorrect Charge Amount/ Currency Discrepancy	Processing Errors
4512	Duplicate Charge	Processing Errors
4513	Credit not processed / No Show	Cardmember Dispute
4516	No Reply	Inquiry / Miscellaneous R03
4521	Charge Amount Exceeds Authorisation Amount/No valid Authorisation	Insufficient Reply
4523	Unassigned Card Number	Authorisation
4533	Goods / Services Not as Described / Damaged / 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 / 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 / Non-Received	Fraud

DINERS Reason Codes

Reason Code	Description	External Category
A02	Authorization Processing Errors	Processing Errors
A06	Unissued Account Number	Authorization
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 Recognize	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 Recognize	Consumer Disputes
4753	Invalid Cardholder Number	Authorization
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 still complaining that Beneficiary a/c 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 / 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 / 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