Visa
Chargeback Reason Codes

The cardholder claims a counterfeit chip card was used at a POS system where the transaction was not processed as a chip transaction.

120 Days

30 days

The transaction in question was a card-present transaction made using an EMV chip card. But, either your merchant terminal was not set up to accept EMV chip cards, or your card processor did not transmit the full chip data to Visa.

Provide documentation showing that the transaction took place at a chip terminal, the chip in question was read, and that the chip data was fully transmitted.

• Upgrade to compliant terminals
• Make sure to obtain the correct Cardholder Verification Method (CVM), such as a signature or PIN
• Take an imprint (either electronic or manual) for every card-present transaction
• Train staff on the proper handling of terminal issues

An EMV chip card was used to complete a transaction. But, the cardholder claims that the transaction was unauthorized, as the card used was either lost or stolen, or was not received as issued.

120 Days

30 days

The transaction in question was a card-present transaction made using an EMV chip card. But, either your merchant terminal was not set up to accept EMV chip cards, or your card processor did not transmit the full chip data to Visa.

Provide documentation showing that the transaction took place at a chip terminal, the chip in question was read, and that the chip data was fully transmitted.

• Upgrade to EMV PIN-compliant terminals
• Always obtain the appropriate Cardholder Verification Method (CVM)
• Take an imprint (either electronic or manual) for every card-present transaction
• Train staff on the proper handling of terminal issues

The transaction took place in a card-present environment, but card information was manually keyed in. The cardholder subsequently claims that they didn’t authorize or participate in the transaction.

120 Days

30 days

Merchant did not ensure that the card was either swiped or that the chip was read; merchant did not obtain manual card imprint on a key-entered transaction; a card-not-present transaction was not identified as such.

Provide documentation showing that the card’s magnetic stripe or chip was read. Or, if you made a manual imprint of the card using a card imprinter, provide a copy of the imprint.

• Upgrade to compliant terminals
• Make sure all card-present transactions are either chip-read or magnetic stripe-read
• Obtain an imprint or perform additional validation, such as PIN

The transaction took place in a card-not-present environment, and cardholder claims that they didn’t authorize or participate in the transaction.

120 Days

30 days

The person on the other end of the transaction was unauthorized, and was using the cardholder’s information fraudulently. Or, the cardholder authorized the purchase, but believes the transaction to be fraudulent due to an unclear or confusing merchant descriptor.

Provide documentation showing the transaction was Visa Secure-authenticated. Or, show that the cardholder has completed two or more transactions (settled more than 120 calendar days prior to the dispute) which were not reported as fraud, and which have at least two data elements (device ID, device fingerprint, or the IP address) in common with the disputed transaction.

• Always request authorization for mail order, telephone order, internet, and recurring transactions, regardless of the dollar amount
• Obtain additional validation, such as an imprint or PIN
• Clearly and properly identify card present and card absent transactions
• Clearly and properly identify card present and card absent transactions

The Visa Fraud Monitoring Program (VFMP) flagged the transaction.

120 Days

30 days

Your business has been entered into the Visa Fraud Monitoring Program, and under the restrictions imposed as part of the VFMP, the issuer was allowed to dispute the transaction.

Responses are only allowed if the issuer has already disputed the transaction, and you have already accepted the dispute; in other words, a duplicate dispute. Or, if you’ve already issued a credit to the cardholder to offset the transaction being disputed.

• Keep accurate records

The issuer determined that you did not obtain authorization for a transaction on the transaction date, and the card number used was listed by Visa in the Card Recovery Bulletin (CRB).

75 days

30 days

You processed a transaction without first checking the Card Recovery Bulletin.

If the transaction took place at an EMV-compliant terminal, you can submit documentation to prove this was the case.

• Always check the Card Recovery Bulletin (CRB) when required

You processed a transaction, but the issuer claims to have sent a Decline or Pickup response to your authorization request, meaning there was no authorization given.

75 days

30 days

This may happen if you get a Decline or Pickup response to an authorization request. But, you send the transaction in your capture file anyway, without attempting another authorization request.

Provide documentation from your processor showing that the transaction was authorized.

• Obtain authorization
• Discontinue the transaction if a card has been declined
• Ask for an alternate form of payment

This could signify one of two things. First, it may mean you processed a transaction without receiving necessary authorization. Or, it could signal that the authorization had expired by the time you submitted the transaction for processing.

75 days

30 days

This is usually received for one of three reasons: you never obtained authorization for a transaction; you processed a transaction for an amount greater than what was authorized; or, you did not submit a transaction for processing in time before an authorization expired.

Provide documentation from your processor showing that the transaction was authorized. For late presentment, you can show proof that the transaction date initially used to process the transaction was incorrect, or provide a copy of the receipt showing the transaction was completed within the time limit.

• Always authorize every transaction in accordance with the Visa Rules
• Obtain authorization on the day of the transaction
• Don't include the tip on a previously authorized amount

The wrong transaction code was used. For example, you meant to send a credit to a customer, but accidentally debited their account instead.

120 Days

30 days

You processed a debit instead of a credit, processed a credit instead of processing a reversal, or in some other way processed a transaction that differed from the obtained authorization.

Provide documentation showing the transaction was processed correctly as a credit or debit. Or, given explanation as to why the credit was not a result of a processing error.

• Double check calculations and the final transaction amount before processing
• Train staff on the proper procedures for processing credits, debits, and reversals

The merchant made one or more errors related to the transaction currency.

120 Days

30 days

The transaction currency differs from the currency transmitted through Visa; the cardholder was not advised or did not agree that Dynamic Currency Conversion (DCC) would occur.

If the cardholder claims they didn’t agree to Dynamic Currency Conversion, you need to provide evidence that the cardholder actively chose DCC. You can also provide a copy of the transaction receipt.

• Inform cardholders of the use of currency conversion and applicable fees
• Always give the cardholder the option to make the purchase using local currency
• Train your sales staff on proper procedures for transaction using a different currency

The account number in the authorization does not match the account number used in the transaction.

120 Days

30 days

The transaction was processed to an incorrect account number; the adjustment was processed more than 45 days from transaction date; an adjustment was posted to a "closed" or "non-sufficient funds" account more than 10 days after the transaction date; an adjustment was processed more than once for the same transaction; the cardholder disputes the validity of the adjustment.

If the account number attached to the dispute matches the one you have on file, then provide a copy of the receipt. You may also provide a copy of the authorization log.

• As far as possible, swipe card or read chip for transactions
• Process all transactions and adjustments in a timely manner
• Double-check numbers before processing
• Train staff on the proper procedures for processing transactions

The amount in the authorization does not match the amount from the transaction.

120 Days

30 days

An error was made while entering the transaction amount manually, or the amount of the transaction was changed without the cardholder's consent.

Provide supporting documentation showing that the transaction amount is correct, like a copy of the transaction receipt.

• As far as possible, swipe card or read chip for transactions
• Double check calculations and the final transaction amount before processing
• Don't change the transaction amount without the cardholder's consent

A single transaction was processed two or more times.

120 Days

30 days

The merchant tries to submit multiple batches at one time; the transaction has multiple receipts; the transaction is duplicated in the merchant's system; the transaction was processed but the cardholder paid for the same merchandise or service by other means.

Provide documentation showing that the two transactions in question are separate.

• Review transaction receipts before depositing
• Submit a batch only one time
• Void/credit any duplicate transactions
• Deposit receipts with one acquirer
• Train staff on the proper procedures for handling credits

You charged the customer’s card. But, the customer claims to have already paid for the transaction in question using another payment method, like cash, check, or another card.

120 Days

30 days

The cardholder gave you their card, or you already had their card information on file. You charged the customer’s card, but the cardholder then decided to use a different payment method. However, you did not cancel the first transaction.

Provide supporting documentation showing that the transaction amount is correct, and that no other transaction method was used. If the other transaction was for a different, separate purchase, provide documentation to show that both payments were for different goods or services.

• Review transaction receipts before depositing
• Submit a batch only one time
• Void/credit any duplicate transactions
• Deposit receipts with one acquirer
• Train staff on the proper procedures for handling credits

An authorization was obtained using invalid or incorrect data.

75 days

30 days

The merchant submits an authorization request containing an incorrect transaction date, MCC, merchant or transaction type indicator, country or state code, or other required field.

Offer sales records or other documentation showing the transaction was authorized using valid data.

• Double-check all required fields

Cardholder claims goods or services were not received or not received by the agreed upon date.

120 Days

30 days

You delayed delivery; you charged the cardholder prior to shipping or delivery; you shipped the goods on time, or had the product available for pick-up as promised, but didn’t inform the customer.

Show documentation proving that the cardholder (or another authorized person) received the merchandise as agreed. If the projected delivery date has not yet passed, then provide documentation showing that projected delivery date. Additional response guidelines are in place for specific situations, including cryptocurrency, NFT, or airline ticket purchases.

• Provide goods and services as promised
• Don't charge the cardholder's account until after the product has been shipped
• Let cardholders know when the product has been shipped and the estimated date for delivery
• Use tracking and delivery confirmation
• Make sure products are available for pick up when specified

The cardholder claims to have been charged for a canceled recurring transaction.

120 Days

30 days

The cardholder withdraws permission to charge the account or cancels payment for subscription; cardholder or issuing bank cancels the account; you neglected to cancel a recurring transaction; you processed a transaction after being notified the cardholder's account was closed.

You can provide proof that the cardholder used services after the date on which they withdrew permission to bill them, but prior to the dispute processing date.

• Terminate recurring transactions when the cardholder requests cancelation
• Consider a no-strings-attached cancelation policy
• Use Visa Account Updater to gain access to new card information so transactions aren't attempted on closed accounts
• Don't increase the transaction amount without the cardholder's consent
• Don't prematurely bill the cardholder
• Send notifications for upcoming charges

The cardholder claims that the goods or services were defective or damaged on arrival, or were not as described at the time of purchase.

120 Days

30 days

The merchandise was damaged in transit; the merchandise does not match your description; the cardholder disputes the quality of the product.

Provide specific information to refute the cardholder’s claims. This can include invoice, contract, etc. Clearly address each point and complaint that the cardholder has made, and be aware that you may need a neutral third-party opinion in some cases. If the customer claims to have returned the merchandise, advise that you have not received the return yet, or show proof the cardholder agreed to a repair or replacement.

• Double check orders to ensure the correct item is shipped
• Package items carefully to avoid damage during shipping
• Provide honest, detailed product descriptions
• Accept returns from cardholders and issue credit promptly
• Never sell counterfeit products

The merchandise was identified as counterfeit by the owner of the intellectual property, a government agency, or a neutral third-party expert.

120 Days

30 days

You're (knowingly or unknowingly) selling counterfeit merchandise. Note that this reason code supersedes your return policy.

Provide specific information proving that the goods in question are legitimate.

• Certify the authenticity of all goods

The cardholder claims a purchased item or service was misrepresented and alleges false advertising.

120 Days

30 days

Your product descriptions are vague, inaccurate, or insufficient. These claims are most common for timeshare resellers, debt consolidation, credit repair, foreclosure relief services, and investment products. Note that this reason code supersedes your return policy.

Provide specific information showing you didn’t misrepresent your terms or products. If the cardholder agreed to future transactions (trial periods, promotional periods, etc.), provide documentation showing the cardholder agreed to future transactions and that you notified the cardholder of an upcoming charge at least 7 days in advance.

• Create honest, detailed product descriptions
• Add photos/videos to descriptions
• Never sell counterfeit products

The customer claims a credit was due but never processed.

120 Days

30 days

You didn’t credit the account; you issued a credit, but not in time to be posted to the customer’s most recent statement; the customer misunderstood the return policy; you processed a transaction receipt that should have been voided.

Provide documentation and refute the validity of any documents offered by the cardholder.

• Share the return policy with the cardholder before completing the transaction
• Issue credits promptly
• Notify the cardholder when the credit has been issued

The cardholder is claiming that they returned merchandise or cancelled services, but the credit has not appeared on the cardholder’s statement.

120 Days

30 days

You have not yet issued a due credit; you issued the credit but it hasn't posted to the customer's account yet; the customer misunderstood or was never clear on the return policy.

Provide documentation showing your return or cancellation policy was properly disclosed at the time of sale, and the cardholder agreed to it.

• Clearly share the return policy with the cardholder before completing the transaction
• In cases of limited returns, "no returns" or similar words should be on all copies of the transaction receipts and supplied to the cardholder
• Issue credits promptly
• Always notify the cardholder when the credit has been issued

The original credit was not accepted.

120 Days

30 days

Either the cardholder does not accept the credit, or the issuer does not allow Original Credit Transactions (OCT's) on certain types of cards due to local law.

Supply documentation showing the original credit transaction was reversed.

• Maintain accurate records
• Familiarize yourself with usage laws for areas you serve

Cardholder did not receive the full cash withdrawal at an ATM.

120 Days

30 days

Faulty ATM

Provide a copy of the ATM cash disbursement transaction record. This should contain a payment credential, or transaction time, or indicator showing successful cash disbursement.

• Reconcile ATMs in a timely manner
• Adjust any out of balance machines promptly
• In case of a discrepancy, process a credit/reversal as soon as possible