Every chargeback comes with a reason code — and your entire dispute strategy should be built around it. Here's a plain-English breakdown of the most common reason codes across Visa, Mastercard, and PayPal.
Why Reason Codes Matter
Reason codes tell you exactly why the bank is siding with the customer. A representment case that doesn't directly address the specific reason code is almost guaranteed to fail — banks aren't looking for general evidence, they're looking for evidence that counters the specific claim.
Visa Chargeback Reason Codes
10.4 — Other Fraud: Card Absent Environment
The cardholder claims they didn't authorise the transaction. This is the classic fraud dispute.
Key evidence: 3D Secure authentication, IP address and device data, billing address match, previous purchase history from the same account.
13.1 — Merchandise/Services Not Received
The cardholder claims they never received what they paid for.
Key evidence: Carrier tracking with delivery confirmation, digital access logs, shipping confirmation email, customer communications acknowledging the order.
13.2 — Cancelled Recurring Transaction
The cardholder claims a recurring charge continued after they cancelled.
Key evidence: Cancellation policy, proof the cancellation request was not received or was received after the billing date, terms agreed to at signup.
13.3 — Not as Described or Defective Merchandise
The cardholder claims the item was materially different from what was advertised.
Key evidence: Product listing screenshots, photos of the item as shipped, your returns policy, any customer communications about the product.
Mastercard Chargeback Reason Codes
4853 — Cardholder Dispute
A broad category covering disputes where the cardholder is unhappy with the transaction — including not as described, cancelled services, and credit not processed.
Key evidence: Depends on the sub-reason. Generally: proof of delivery, product description match, refund policy, and customer communications.
4837 — No Cardholder Authorisation
The cardholder claims they didn't authorise the transaction.
Key evidence: 3D Secure data, IP and device fingerprint, billing address verification, prior transaction history.
4855 — Goods or Services Not Provided
The cardholder claims they didn't receive the goods or services.
Key evidence: Proof of delivery or digital access, shipping confirmation, customer communications.
PayPal Dispute Reason Codes
Item Not Received (INR)
The buyer claims they didn't receive the item. Covered by PayPal Seller Protection for eligible physical goods shipped to the confirmed address.
Key evidence: Carrier tracking to the PayPal-confirmed address, signature confirmation where available.
Significantly Not as Described (SNAD)
The buyer claims the item was materially different from the listing. Not covered by Seller Protection.
Key evidence: Original listing screenshots, photos of item as shipped, returns policy.
Unauthorised Transaction
The buyer claims they didn't make the purchase. Covered by Seller Protection for eligible transactions.
Key evidence: IP address, device data, login history, prior purchase history from the same PayPal account.
Build Your Case Around the Reason Code
The single biggest mistake merchants make is submitting generic evidence that doesn't speak to the specific reason code. Every piece of evidence in your representment case should directly counter the claim being made.
At The Flashpoint Forge, every case we build is tailored to the exact reason code — no generic templates, no guesswork.
Get your done-for-you case built today →
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