Pay by Card: Common Chargeback Codes and Their Meanings

💬 Common Chargeback Reasons & Responses

If you receive a chargeback notification email, we’ll include some basic information about the original payment, as well as the reason your customer cited for initiating the dispute.

This list includes some common reasons for chargebacks and suggested guidance if you choose to challenge the dispute. There are more

Reason: Service not provided / not received

• Code: 13.1
• Description: This chargeback type is used when a customer asserts that goods were not received, or that the order itself was cancelled as the result of not receiving the goods or services by expected delivery date.
• Guidance: You’ll want to include the following information if you have it:
  • If physical goods were delivered as agreed, include any evidence of the delivery.
  • If the order was for digital downloads, provide evidence that the digital goods were downloaded/ received by the customer.
  • Any correspondence with the customer which shows that the customer received the item.
  • Evidence that the agreed delivery date not yet passed and that the delivery date was visible to the customer.
  • Any other relevant information you may have.

Reason: Fraudulent Transaction - Card not present

• Codes: 4837, 10.4
• Description: The customer claims that there was no authorisation given for the transaction.
• Guidance: These chargebacks are created by customers who do not recognise, remember, or agree to the transaction made on their account and are declared to be fraudulent by the customer. The most effective way to deal with these kinds of chargebacks is to ensure that 3DS is performed on the transaction to prove that the customer authenticated the transaction, however there is additional evidence you can include such as:
  • Include the 3DS data attached to the transaction (such as the Cardholder Authentication Verification Value, and accompanying status values found in the Order details in the Rvvup Dashboard)
  • If a refund was issued, include the refund along with its ARN number visible.
  • If a partial refund was issued, be sure to include the reason for a partial refund.
  • Provide Logs, Profile details, e-mail correspondence, and anything that might prove that the customer participated in creating the transaction.
• Note: For Visa - If KYC (Know Your Customer) documents are used in your response, you may be liable for technical violation fees if the case goes to arbitration and Visa make a ruling (see the Evidence Conditions).

Reason: Not as described / defective merchandise

• Codes: 13.5, 4853
• Description: A customer might issue this type of chargeback if the goods or services do not match how they were advertised/promised. For example, physical goods could have arrived damaged, or defective. Additionally, the customer would claim that they either returned the goods, cancelled the service, or attempted to resolve the dispute with you.
• Guidance: If you have not been contacted by the customer indicate clearly that you have not received the item back from the customer. Be sure to include any contact you had with the customer where you advised them to return the item. If you have not been contacted by the customer, include this information. Also, be sure to include a copy of the page on your website, where the business mailing address and “how to return” information is available to your customers – Should the customer subsequently return the item, you may receive a second Chargeback.
• If you have been contacted by the customer and you advised them to return the merchandise and you have not received it back – you may have a chargeback re-presentment right. To represent this chargeback, indicate clearly that you have not received the item back from the customer. Be sure to include any contact you had with the customer where you advised them to return the item. If you have not been contacted by the customer, include this information. Also, be sure to include a copy of the page on your website, where the business mailing address and “how to return” information is available to your customers

Reason: Cardholder does not recognise the transaction

• Codes: 75, 4863
• Description: This is an older chargeback reason code where the cardholder reviewed the transaction on their statement and don’t remember making the payment.
• Guidance: Provide any documentation or information that would assist the cardholder in recognising the transaction.
  • Transaction receipt
  • Shipping invoice / delivery receipts
  • Description of merchandise / service purchased

Need additional help?

• Introduction to Disputes & Chargebacks
• Understanding the Chargeback Process
• How to Respond to Chargebacks

Have more questions? Please reach out at any time to support@rvvup.com