Chargeback reason codes and document requirements

Updated 26 March 2026 11:29

When a cardholder disputes a payment, the card scheme (Visa, Mastercard, or American Express) assigns a reason code to the case. To defend the chargeback, you must provide specific evidence that proves the transaction was valid and that you fulfilled your obligations.

This guide lists the most common reason codes and the documents you need to share with us to challenge them. If you are unable to find the reason code in this list, please contact us to find out how we can assist you in your case.

Visa

Visa

Processing errors

Reason code	Reason	Description	Defense requirements
123	Incorrect Currency	You sent a transaction that was processed with an incorrect currency code. Often the cardholder was not advised or did not agree that Dynamic Currency Conversion (DCC) would occur.	Itemised invoice/receipt(s) of the transaction in question, with DCC information shown on it Explanation of the discrepancy
125	Incorrect Amount	The cardholder claims that the amount they agreed to pay differs from the amount charged.	Itemised invoice/receipt(s) of the transaction in question (this shows the good/service provided and how much the final amount is) Booking confirmation or pricing breakdown shown at the time of purchase Explanation of the discrepancy faced by the cardholder
126	Duplicate Processing/Paid by Other Means	The cardholder claims that a single transaction was processed more than once or the cardholder claims that they paid for the merchandise or service by other means (such as cash, check, other card, etc.).	Itemised invoices with unique references (signed if applicable) for all transactions
126.1	Duplicate Processing/Paid by Other Means	The cardholder claims that a single transaction was processed more than once.	Itemised invoices (signed if applicable) for all transactions involved Explanation of the discrepancy
126.2	Duplicate Processing/Paid by Other Means	The cardholder claims that they paid for the merchandise or service by other means (such as cash, check, other card, etc.).	Itemised invoice (signed if applicable) for all transactions Explanation of the discrepancy

Cardholder Disputes

Reason code	Reason	Description	Defense requirements
131	Merchandise/Services Not Received	The cardholder claims that merchandise or services that they ordered were not received.	Itemised invoices (signed if applicable) for all transactions involved Proof of delivery or service completion that shows the date, time, and method of delivery (e.g. signed delivery note) Delivery address matching cardholder details Any other documents relevant to disproving the cardholder’s claim
132	Canceled Recurring	A recurring transaction was processed after it was cancelled or after the cardholder's account was closed.	Booking or subscription confirmation Cancellation or no-show policy and information on how it’s disclosed and accepted Cancellation request (if any) and timing Any billing records after cancellation Any other documents relevant to disproving the cardholder’s claim
133	Not as Described or Defective Merchandise/Services	The cardholder claims the goods were not as described or disputes the quality of the merchandise or services.	Itemised invoice(s) for the transaction(s) involved (particularly the product or service description shown at time of sale) Copy of the transaction receipt Description of the item bought Your refund/return/cancellation policy and information on how it’s disclosed and accepted Evidence of attempted resolution (e.g. emails, chats, refund offers) and any relevant discussions with the cardholder on this matter
134	Counterfeit Merchandise	The cardholder claims that the merchandise was counterfeit.	Itemised invoice(s) for the transaction(s) involved (particularly the product or service description shown at time of sale) Copy of the transaction receipt Description of the item bought Your refund/return/cancellation policy and information on how it’s disclosed and accepted Certification that the product is not counterfeit (if applicable) Evidence of attempted resolution (e.g. emails, chats, refund offers) and any relevant discussions with the cardholder on this matter
135	Misrepresentation	The cardholder claims that the terms of the sale were misrepresented.	Itemised invoice(s) for the transaction(s) involved (particularly the product or service description shown at time of sale) Description of the item bought Your refund/return/cancellation policy and information on how it’s disclosed and accepted Evidence of attempted resolution (e.g. emails, chats, refund offers) and any relevant discussions with the cardholder on this matter
136	Credit not Processed	The cardholder claims that they have a credit or voided transaction that has not been processed, or the cardholder was promised a refund that they have not received yet.	Refund confirmation or receipt (if applicable) Your refund/return/cancellation policy and information on how it’s disclosed and accepted Proof that the refund was processed Evidence of attempted resolution (e.g. emails, chats, refund offers) and any relevant discussions with the cardholder on this matter
137	Canceled Merchandise/Services	The cardholder claims that they returned merchandise or cancelled services, but the credit has not appeared on the cardholder's Visa statement, or the cardholder claims to have cancelled/returned merchandise/service either in accordance with the merchant’s cancellation policy, or the cancellation policy was never disclosed.	Booking or subscription confirmation Cancellation or no-show policy and information on how it’s disclosed and accepted Cancellation request (if any) and timing when this was made Any billing records after cancellation

Mastercard

Mastercard

Processing errors

Reason code	Reason	Description	Defense requirements
4831	Transaction amount differs	The cardholder claims that the amount they agreed to pay differs from the amount charged.	Itemised invoice/receipt(s) of the transaction in question (this shows the good/service provided and how much is being paid for it) Proof the cardholder agreed to the final amount (including tips, fees, or variable pricing) Booking confirmation or pricing breakdown shown at the time of purchase Explanation of the discrepancy faced by the cardholder
4834	Point of Interaction Error	The cardholder paid twice for the same transaction using two different forms of payment or paid an incorrect amount due to processing issues.	Itemised receipt(s)/invoice(s) with unique reference(s) for all transactions involved Explanation of the discrepancy
4846	Correct Transaction Currency Code not provided	A cardholder claims the converted amount of charge on an international transaction is incorrect.	Itemised invoice/receipt(s) of the transaction in question, with DCC information shown on it Explanation of the discrepancy

Cardholder Disputes

Reason code	Reason	Description	Defence requirements
4841	Cancelled Recurring Transaction	A recurring transaction was processed after it was canceled or after the cardholder's account was closed.	Booking or subscription confirmation Cancellation or no-show policy and information on how it’s disclosed/accepted Cancellation request (if any) and timing Any billing records after cancellation Any other documents relevant to disproving the cardholder’s claim
4853	Services not provided/Merchandise not received/Canceled recurring transaction/Goods not as described/defective	Services not provided, or merchandise not received, or cancelled recurring transaction, or goods not as described/defective.	Itemised invoice(s) for in-store purchases (along with product or service description shown at the time of sale) Signature, photo, or confirmation of receipt (if available) Proof of delivery or service completion Delivery address matching cardholder details Date, time, and method of delivery Any other documents relevant to disproving the cardholder’s claim For cancelled recurring transactions: booking or subscription confirmation, cancellation or no-show policy and how it’s disclosed/accepted, cancellation request (if any) and timing, any billing records after cancellation
4855	Non receipt of merchandise	The cardholder claims that merchandise or services that they ordered were not received or that the cardholder canceled the order as the result of not receiving the merchandise or services by the expected delivery date (or merchandise was unavailable for pick-up).	Itemised invoice(s) (along with product or service description shown at the time of sale) Signature, photo, or confirmation of receipt (if available) Proof of delivery or service completion Delivery address matching cardholder details Date, time, and method of delivery Any other documents relevant to disproving the cardholder’s claim
4859	Addendum, No-show, or ATM Dispute		Itemised invoice(s) for in-store purchases (along with product or service description shown at the time of sale) or booking/appointment details Signature, photo, or confirmation of receipt (if available) Proof of delivery or service completion Delivery address matching cardholder details Date, time, and method of delivery Any other documents relevant to disproving the cardholder’s claim
4860	Credit not Processed	The cardholder claims that they have a credit or voided transaction that has not been processed, or the cardholder was promised a refund that they have not received yet.	Refund confirmation or receipt Your refund/return/cancellation policy and information on how it’s disclosed and accepted Proof that the refund was processed Any communication with the cardholder on this matter

American Express

American Express

Cardholder Disputes

Reason code	Reason	Description	Defense requirements
4507	Incorrect Transaction Amount Presented	The cardholder claims that charges were incorrectly submitted by using an incorrect amount.	Itemised invoice/receipt(s) of the transaction in question (this shows the good/service provided and how much the final amount is) Booking confirmation or pricing breakdown shown at the time of purchase Explanation of the discrepancy faced by the cardholder
4512	Multiple Processing	The cardholder claims that a charge was incorrectly submitted more than once to the cardholder’s account.	Itemised invoices for all transactions involved (showing the good/service paid and how much is being paid for it) Refund confirmation if a duplicate charge was corrected Explanation of the discrepancy
4513	Credit Not Presented	The cardholder claims that they have a credit or voided transaction that has not been processed, or the cardholder was promised a refund that they have not received yet.	Refund confirmation or receipt Your refund/return/cancellation policy and information on how it’s disclosed and accepted Proof that the refund was processed Information on why the cardholder is not entitled to a refund/confirmation service was rendered/merchandise received Any communication with the cardholder on this matter
4515	Paid through Other Means	The cardholder claims they paid for the service/merchandise through other means (e.g. different card, cash etc.).	Itemised invoice (signed if applicable) for all transactions Signed delivery note (if applicable) Explanation of the discrepancy
4525	Transaction Amount Changed	The cardholder claims that the amount they agreed to pay differs from the amount charged.	Itemised invoice/receipt(s) of the transaction in question (this shows the good/service provided and how much the final amount is) Booking confirmation or pricing breakdown shown at the time of purchase Explanation of the discrepancy faced by the cardholder
4530	Currency Discrepancy	The cardholder was advised the charge is in a currency that differs from that which they originally agreed upon.	Itemised invoice/receipt(s) of the transaction in question, with DCC information shown on it Explanation of the discrepancy
4532	Damaged and/or Defective Goods/Services	The cardholder disputes the quality of the merchandise or services.	Itemised invoice(s) for the transaction(s) involved (particularly the product or service description shown at time of sale) Copy of the transaction receipt Description of the item bought Your refund/return/cancellation policy and information on how it’s disclosed and accepted Evidence of attempted resolution (e.g. emails, chats, refund offers) and any relevant discussions with the cardholder on this matter Further evidence that the merchandise was not damaged at point of sale (e.g. timestamped images, CCTV)
4544	Cancellation of Recurring Goods/Services	Cardholder claims that their account continues to be billed for recurring goods or services that they had previously cancelled or revoked.	Itemised invoice(s) for the transaction(s) involved (particularly the product or service description shown at time of sale) Booking or subscription confirmation Your cancellation/no-show policy and information on how it’s disclosed and accepted Cancellation request (if any) and timing Any billing records after cancellation Any other documents relevant to disproving the cardholder’s claim
4553	Not As Described or Defective Merchandise	Card Member received goods and/or services that are different than the written description provided by the merchant at the time of purchase, or received damaged or defective goods and/or services.	Itemised invoice(s) for the transaction(s) involved (particularly the product or service description shown at time of sale) Description of the item bought Your refund/return/cancellation policy and information on how it’s disclosed and accepted Proof that the cardholder accepted the condition of the merchandise at point of sale (e.g. signed invoice, signed transaction receipt, inspection report etc.) Evidence of attempted resolution (e.g. emails, chats, refund offers) and any relevant discussions with the cardholder on this matter
4554	Goods and Services Not Received	The cardholder claims that the goods or services that were purchased at your business have not been received.	Itemised invoice(s) for the transaction(s) involved (particularly the product or service description shown at time of sale) Signature, photo, or confirmation of receipt (if available) Proof of delivery or service completion Delivery address matching cardholder details Date, time, and method of delivery
4754	Local Regulatory/Legal Dispute	The cardholder alleges that a law or regulation was not followed.	Itemised invoice(s) with the product or service description shown at the time of sale Description of the item bought Refund/Return/Cancellation policies Proof that the cardholder accepted the relevant policies Relevant policy or legal documentation Any correspondence related to the dispute
4750	Car Rental Charge Non Qualified or Unsubstantiated	The cardholder disputes a car rental charge, claiming it is either unqualified or unsubstantiated.	Signed rental agreement and terms Check-out/check-in documentation or vehicle condition reports Itemised invoice Any communication with the Card Member Other documents relevant to disproving the claim, such as signed damage acknowledgment (if applicable)

Retrieval Requests

Reason code	Reason	Description	Defense requirements
6003	Chargeback Documentation	Documentation that the Issuer requires to validate the Card Member’s claims regarding the transaction.	Itemised & signed (except for PIN) receipt or invoice that supports the transaction Proof that the Card Member agreed to the transaction or made the booking or reservation and received the confirmation Website name/URL/product description/IP address/cancellation policy Signed proof of delivery with the delivery address and date
6006	Legal Request or Fraud Analysis	Documentation that the Issuer requires to validate the Card Member’s claim that the transaction is fraudulent, or as a result of a legal request.	Itemised & signed receipt or invoice that supports the transaction Proof that the Card Member agreed to the transaction or made the booking or reservation and received the confirmation Website name/URL/product description/IP address/cancellation policy Signed proof of delivery with the delivery address and date
6008	Card Member requests copy bearing signature (signed support)	Documentation that the Issuer requires as a result of the Card Member’s request for a copy of the receipt of the transaction that bears the Card Member’s signature.	Itemised & signed receipt or invoice that supports the transaction Signed contract or policy details Signed proof of delivery with the delivery address and date
6013	Repeat Documentation Request	Documentation that the Issuer requested previously; the request was either unfulfilled, or the documents provided were illegible or incomplete.	Refer to original retrieval request
6014	Card Member does not recognise Transaction or Transaction Amount	Documentation that the Issuer requires to validate the Card Member’s claims of not recognising the transaction.	Itemised & signed receipt or invoice that supports the transaction Proof that the Card Member agreed to the transaction or made the booking or reservation and received the confirmation Website name/URL/product description/IP address/cancellation policy Signed proof of delivery with the delivery address and date
6016	Card Member needs for personal records	Documentation that the Issuer requires due to the Card Member’s request to have documents for their personal records.	Itemised & signed receipt or invoice that supports the transaction Signed contract or policy details Signed proof of delivery with the delivery address and date

Chargeback reason codes and document requirements

Visa

Processing errors

Cardholder Disputes

Mastercard

Processing errors

Cardholder Disputes

American Express

Cardholder Disputes

Retrieval Requests

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