UnionPay
Chargeback Reason Codes

Fraud/01

Fraud Dispute

Cardholder claims they did not authorize a card-present transaction.

120 Days recommended

n/a

• Card-present transaction by unauthorized user
• Lost or stolen card used at POS
• Counterfeit or fraudulently obtained card used

• Use EMV chip processing
• Verify card security features
• Monitor high-risk transactions
• Train staff on suspicious transaction indicators

• Signed transaction receipt
• Authorization approval code
• EMV transaction data
• POS transaction log

Fraud/02

Fraud Dispute

Cardholder claims they did not authorize or participate in a card-not-present transaction.

120 Days recommended

n/a

• Stolen card details used online
• Account takeover or credential compromise
• Unauthorized use of stored card credentials

• Use AVS and CVV verification
• Monitor transaction velocity and anomalies
• Implement customer authentication controls

• Transaction receipt or invoice
• AVS/CVV match results
• IP address and device data
• Delivery confirmation

Fraud/05

Fraud Dispute

Cardholder claims a chip card transaction was fraudulent, often involving a counterfeit or cloned card.

120 Days recommended

n/a

• Counterfeit card used in fallback (magstripe) transaction
• Chip read failure leading to swipe fallback
• Compromised card data used to create counterfeit card

• Use EMV-compliant terminals
• Require chip transactions instead of swipe whenever possible
• Obtain the correct Cardholder Verification Method (CVM)

• EMV transaction data
• Terminal capability documentation
• Authorization approval code
• POS transaction log

Fraud/06

Fraud Dispute

Cardholder claims a chip-and-PIN card-present transaction was unauthorized.

120 Days recommended

n/a

• Stolen chip card used with PIN bypass
• Counterfeit card used in fallback (magstripe) transaction
• Unauthorized use where PIN was entered
• Cardholder dispute despite successful PIN verification

• Use PIN-enabled EMV terminals
• Require PIN verification when prompted
• Monitor for fallback or CVM inconsistencies

• EMV transaction data
• PIN verification result
• Terminal transaction log
• Authorization approval code

N/A

Fraud Dispute

Issuer requests transaction documentation for a card-present transaction the cardholder claims may be fraudulent.

This code will work, but is largely obsolete.

Fraud/11

Fraud Dispute

Cardholder claims a card-present transaction processed via swipe was fraudulent and lacks valid cardholder verification.

This code will work, but is largely obsolete.

Authorization/01

Authorization Dispute

The transaction was not completed in accordance with the authorization requirement.

120 Days recommended

n/a

• Authorization obtained but conditions not followed
• Transaction exceeded authorization limits or parameters
• Incorrect handling of partial or conditional approvals

• Obtain complete authorization for all transactions
• Validate approval details before completing transaction
• Ensure POS terminals are properly configured

• Authorization approval code
• Authorization log record
• POS transaction record
• Transaction receipt

Authorization/02

Authorization Dispute

Transaction processed with an authorization error or without valid issuer approval.

120 Days recommended

n/a

• Incorrect authorization amount or data
• Mismatch between authorization and cleared transaction
• Incorrect authorization procedures

• Match authorization details to final transaction
• Validate authorization data before settlement
• Monitor authorization responses

• Authorization approval code
• Authorization logs
• POS transaction record
• Transaction receipt

Authorization/03

Authorization Dispute

Transaction processed without obtaining issuer authorization.

120 Days recommended

n/a

• Merchant failed to request authorization
• Offline transaction submitted without approval
• Terminal configuration error

• Obtain authorization for all transactions
• Ensure terminals connect to authorization networks
• Monitor authorization activities and failures

• Authorization logs
• POS transaction record
• Transaction receipt
• Terminal configuration record

Authorization/04

Authorization Dispute

Transaction processed using a card that was expired at the time of the transaction.

120 Days recommended

n/a

• Merchant accepted expired card
• Manual entry bypassed expiration validation

• Verify card expiration date
• Use terminals that validate card data automatically
• Avoid manual card entry when possible
• Train staff to reject expired cards

• Transaction receipt
• Authorization response (if applicable)
• POS transaction log

Processing/01

Processing Dispute

Cardholder disputes duplicate or multiple charges for a single transaction.

120 Days recommended

n/a

• Duplicate transaction processing
• POS or system error causing multiple postings
• Transaction processed multiple times

• Implement duplicate transaction controls
• Verify transaction amounts before resubmission
• Reconcile POS batches regularly

• Transaction receipts (showing distinct transactions)
• POS batch records
• Authorization records
• Transaction processing logs

Processing/02

Processing Dispute

Cardholder claims that the same transaction was charged more than once.

120 Days recommended

n/a

• Same transaction submitted multiple times
• POS system error without checking status
• Merchant reprocessed transaction

• Implement duplicate transaction controls
• Verify transaction status before reprocessing
• Reconcile POS batches regularly

• Transaction receipts
• POS batch records
• Transaction logs

Processing/03

Processing Dispute

Cardholder disputes the transaction because the amount charged differs from the agreed purchase amount.

120 Days recommended

n/a

• Amount entered incorrectly at POS
• Billing error during processing
• Mismatch between authorized and settled amount

• Verify transaction amounts before submission
• Train staff on POS entry procedures
• Match authorization and settlement amounts

• Transaction receipt
• Itemized invoice
• POS transaction log

Processing/04

Processing Dispute

Transaction submitted for clearing after the allowable time period.

120 Days recommended

n/a

• Merchant delayed transaction submission
• Late batch submission
• Merchant processing delays

• Submit transactions promptly
• Close POS batches daily
• Monitor settlement processing timelines

• Transaction receipt
• Authorization approval code
• Settlement records
• POS batch logs

Consumer/01

Consumer Dispute

Cardholder claims the purchased goods or services were not received.

120 Days recommended

n/a

• Goods not delivered
• Service not provided
• Delivery delayed beyond expected timeframe

• Provide shipment tracking
• Confirm delivery with signature when possible
• Communicate delivery timelines clearly

• Shipping confirmation
• Delivery confirmation or signature proof
• Order confirmation or invoice
• Customer communication records

Consumer/02

Consumer Dispute

Cardholder claims the transaction was canceled but the charge was still processed.

120 Days recommended

n/a

• Cancellation processed but refund not issued
• Cancellation not recorded correctly
• Merchant policy unclear or misunderstood

• Process cancellations promptly
• Confirm cancellations with customers
• Maintain clear cancellation policies

• Cancellation records
• Refund transaction record
• Customer communication records
• Transaction receipt
• Refund record timestamps

Consumer/03

Consumer Dispute

Cardholder claims merchandise was returned but the refund was not issued.

120 Days recommended

n/a

• Returned goods not processed for refund
• Refund processing delays
• Return not properly recorded

• Process refunds after returned goods are received
• Track returned merchandise
• Provide return confirmations

• Return authorization record
• Proof of refund
• Return receipt or tracking confirmation
• Customer communication records
• Tracking or receipt number

Consumer/04

Consumer Dispute

Cardholder claims goods or services were defective or significantly different from what was described.

120 Days recommended

n/a

• Product quality issues
• Misleading product descriptions
• Service delivered did not match expectations or terms

• Provide accurate product descriptions
• Maintain product quality control
• Document service agreements
• Provide clear product and service terms

• Product description or advertisement
• Transaction receipt or invoice
• Delivery confirmation
• Customer communication records

Consumer/05

Consumer Dispute

Cardholder claims a refund was due but was not issued by the merchant.

120 Days recommended

n/a

• Merchant failed to process refund
• Refund delayed beyond expected timeframe
• Miscommunication regarding return eligibility

• Process refunds promptly
• Maintain clear refund policies
• Confirm refunds with customers

• Refund transaction record
• Proof of refund issued
• Customer communication records

Consumer/06

Consumer Dispute

Cardholder claims the transaction was paid using another payment method.

120 Days recommended

n/a

• Cardholder paid using cash or another card
• Duplicate payment methods applied
• Billing confusion at POS

• Confirm payment method before processing
• Avoid duplicate payment entries
• Provide clear payment receipts

• Transaction receipt
• POS transaction record
• Payment records
• Authorization approval code

Consumer/07

Consumer Dispute

Cardholder disputes a charge related to a no-show or cancellation fee.

120 Days recommended

n/a

• Customer disputes cancellation fee
• Cancellation policy not clearly disclosed
• Reservation canceled but fee applied per policy

• Disclose cancellation policies clearly
• Obtain customer agreement to policy
• Send reservation confirmations

• Reservation confirmation
• Cancellation policy disclosure
• Customer agreement record
• Transaction receipt
• Payment record for cancellation fee

N/A

Fraud Dispute

Issuer identifies the transaction as related to a fraudulent account or application, whether cardholder-initiated or system-detected fraud.

120 Days recommended

n/a

• Account opened using stolen identity
• Fraudulent card application
• Identity verification failure after passing basic steps

• Implement identity verification controls
• Use fraud detection screening
• Monitor suspicious account activity

• Transaction records, which may not be transaction-specific if account-level fraud is alleged
• Account registration information
• Authorization records
• Fraud screening results

N/A

Issuer-initiated Chargeback

Issuer initiates a chargeback based on internal investigation or dispute review.

120 Days recommended

n/a

• Issuer investigation outcome
• Fraud detection by issuer
• Network rule or policy violation

• Maintain transaction documentation
• Follow authorization procedures
• Monitor fraud indicators

• Transaction receipt
• Authorization approval code
• POS or gateway transaction logs
• Customer records

N/A

Transaction Processing

Represents resubmission after chargeback or dispute outcome.

120 Days recommended

n/a

• Issuer or Acquirer representment or reversal
• Dispute review outcome
• Transaction reversal procedures

• Maintain detailed transaction records
• Track dispute responses carefully
• Monitor chargeback processing

• Previous dispute documentation
• Transaction records
• Authorization logs
• Correspondence records
• Representment logs

N/A

Dispute Resolution

Final dispute escalation stage where the network determines liability between issuer and acquirer. Final network determination may override prior representment.

120 Days recommended

n/a

• Dispute unresolved after representment
• Conflicting or insufficient evidence in earlier stages
• Escalation to network review for final liability determination

• Maintain complete dispute documentation
• Respond promptly to chargebacks
• Follow network dispute procedures

• Full dispute case documentation
• Transaction records
• Previous chargeback correspondence
• All merchant-supporting documentation from previous stages