Visa Chargeback Reason Codes

Visa’s process introduces four dispute categories and associated numerical labels (Fraud – 10, Authorization – 11, Processing Errors – 12, Consumer Disputes – 13) under which the renamed reason codes will be placed. Take the time to note the following dispute reason codes for Visa.

Visa Transaction Modifiers

A transaction modifier (or modifier) represents specific circumstances associated with a card sale that change what compelling evidence is required to overturn the chargeback.

Airline Transaction

Applies to Reason Codes

• 30 - Services Not Provided or Merchandise Not Received
• 81 - Fraud – Card-Present Environment
• 83 - Fraud – Card-Absent Environment

How to Respond

• Provide evidence showing that the cardholder name is included in the manifest for the departed flight and matches the cardholder name provided on the purchased itinerary

ATM Transaction

Applies to Reason Codes

• 82 - Duplicate Processing

How to Respond

• Provide a copy of the ATM Cash Disbursement Transaction or Load Transaction record containing at least the following:
  • Account Number, Transaction time or sequential number identifying the individual Transactions, or the Indicator that confirms that the ATM Cash Disbursement or Load Transaction values were successful

Authorization Data Invalid

Applies to Reason Codes

• 72 - No Authorization

How to Respond

• Provide the V.I.P. System Authorization record and the clearing record of the first presentment

Below Floor Limit

Applies to Reason Codes

• 81 - Fraud – Card-Present Environment

How to Respond

• Provide an internal record or log with explanation of fields to prove that the transaction was a magnetic stripe-read transaction, a chip-initiated transaction, or a contactless transaction
• For an Unattended Transaction, provide evidence of PIN or CDCVM

Counterfeit Merchandise

Applies to Reason Codes

• 53 - Not as Described or Defective Merchandise

How to Respond

• Your response needs to include documentation to support your claim that the merchandise was not counterfeit

CP and Key-Entered

Applies to Reason Codes

• 81 - Fraud – Card-Present Environment
• 83 - Fraud – Card-Absent Environment

How to Respond

• Provide all of the following when you see one of these Visa codes:
  • Evidence that all card transactions occurred during the same stay, trip, or rental period
  • Show evidence of a valid imprint and signature, PIN, or CDCVM for the initial Card Present environment transaction

Credit Refund

Applies to Reason Codes

• 76 - Incorrect Currency or Transaction Code

How to Respond

• Provide an explanation of why a credit transaction was processed instead of a reversal or an adjustment

DCC Selected by Merchant

Applies to Reason Codes

• 76 - Incorrect Currency or Transaction Code

How to Respond

• Provide all of the following:
  • A copy of the transaction receipt
  • Certification confirming that Dynamic Currency Conversion was chosen by the cardholder and not by the merchant

DCC Unknown/Refused

Applies to Reason Codes

• 76 - Incorrect Currency or Transaction Code

How to Respond

• Ask your acquirer to provide certification that you are registered to offer Dynamic Currency Conversion and a copy of the transaction receipt showing your local currency

Digital Goods Merchant (MCC 5815-5818)

Applies to Reason Codes

• 81 - Fraud – Card-Present Environment

How to Respond

• The compelling evidence needed includes all of the following:
  • Evidence that the merchant has been successfully registered into and continues to participate in the Visa Digital Commerce Program
  • Evidence that the merchant is the owner of the operating system for the subject electronic device
  • Evidence that the account set up on the merchant's website or application was accessed by the cardholder and has been successfully verified before or on the transaction date
  • Evidence that the disputed transaction used the same device and card as any previous transactions that were not disputed
  • Proof that the device ID number, IP address and geographic location, and name of device (if available) are linked to the cardholder profile on record at the merchant
  • Description of the merchandise or services and the date and time goods were purchased and successfully downloaded by the cardholder
  • Customer name linked to the customer profile on record at the merchant
  • Evidence that the customer password was re-entered on the merchant's website or application at the time of purchase
  • Evidence that the merchant validated the card when the cardholder first linked the card to the customer profile on record at the merchant

Exceeds Floor Limit

Applies to Reason Codes

• 72 - No Authorization

How to Respond

• Provide all of the following:
  • The transaction receipt and certification of the date the transaction was initiated, completed
  • The dates, authorized amounts, and authorization codes of the approved authorizations

Incorrect Transaction Code

Applies to Reason Codes

• 76 - Incorrect Currency or Transaction Code

How to Respond

• Provide a transaction receipt or other record that proves that the transaction code was correct

Misrepresented Terms of Sale

Applies to Reason Codes

• 53 - Not as Described or Defective Merchandise

How to Respond

• Your response needs to include documentation to prove that the terms of the sale of the goods or services were not misrepresented

Not as Described

Applies to Reason Codes

• 53 - Not as Described or Defective Merchandise

How to Respond

• Provide any of the following:
  • Documentation to prove that the goods or service matched what was described
  • A rebuttal addressing the cardholder's claims
  • Documentation to prove that the cardholder did not attempt to return the merchandise

Secure Electronic Commerce Transaction (US Domestic)

Applies to Reason Codes

• 83 - Fraud – Card-Absent Environment

How to Respond

• Provide the Verified by Visa Authentication history log proving that the cardholder was authenticated

Telephone Service Transaction - Unattended Cardholder-Activated Terminal

Applies to Reason Codes

• 82 - Duplicate Processing

How to Respond

• Provide documentation to demonstrate that the time of the call is different for each transaction

Transaction Amount Altered

Applies to Reason Codes

• 80 - Incorrect Transaction Amount or Account Number

How to Respond

• Supply documentation to prove one of the following:
  • The transaction receipt was not altered
  • The cardholder agreed to the altered amount
  • The merchant is permitted or required to alter the transaction amount

Transaction Amount Incorrect

Applies to Reason Codes

• 80 - Incorrect Transaction Amount or Account Number

How to Respond

• Provide a transaction receipt or other record to prove that the transaction amount or the account number was correct

Transaction Currency Mismatch

Applies to Reason Codes

• 76 - Incorrect Currency or Transaction Code

How to Respond

• Provide a transaction receipt or other record that proves that the transaction currency was correct

More reason code information is available on the American Express and MasterCard chargeback reason codes pages.