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Chargeback Reason Codes

Whenever a chargeback is initiated, a code is passed through from the issuing bank that gives a reason for the dispute. The codes for each card brand are listed below along with the recommended documentation to provide.

Visa Reason Codes

 

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Reason code 77 - Non‐Matching Account Number

Merchant Should Demonstrate: That card number is correct and an authorization was approved by the issuer.
Please provide the following:
Order: Proof of a valid and approved authorization from the issuer (i.e. screenshot of the authorization/case info page, etc.).
Service: Proof of a valid and approved authorization from the issuer (i.e. screenshot of the authorization/case info page, etc.).
**If CC# is invalid, merchant should accept this chargeback and either bill the correct credit card number, or contact the cardholder for another means of payment.

 

Reason code 80 - Incorrect Transaction Amount or Account Number

Merchant Should Demonstrate: That original transaction amount is correct or that cardholder agreed to altered amount.
Please provide the following:
Order: Proof that disputed amount matches price of what was ordered (i.e. invoice, cardholder agreement, etc.).
Service: Proof that disputed amount matches price of what was received (i.e. invoice, cardholder agreement, etc.).

 

Reason code 82 - Duplicate Processing

Merchant Should Demonstrate: That two separate transactions were processed.
Please provide the following:
Order: Proof that there were two separate orders from the cardholder or that recurring billing is properly disclosed (i.e. all invoices, terms & conditions, cardholder agreement, etc.).
Service: Proof that there were two separate orders from the cardholder, or that recurring billing is properly disclosed (i.e. all invoice, terms & conditions, cardholder agreement, etc.).
**Please provide invoices and documents for all transactions referenced in this dispute

 

Reason code 83 - Fraudulent Transaction‐ Card Absent Environment

Merchant Should Demonstrate: That merchandise/service was a legitimate purchase by the cardholder.
Please provide the following:
Order: Proof of an Exact AVS Match and that merchandise was delivered to AVS match address (i.e. invoices w/billing & shipping addresses, proof of delivery, etc.).
Service: Proof of an Exact AVS Match and that profile/membership information matches card information (i.e. invoices, profile/membership info, etc.).
**Transactions through a foreign bank will not have an AVS Match, these chargebacks can still be disputed
**We recommends only representing reason code 83 if there is an Exact AVS Match.

 

Reason code 85 - Credit Not Processed

Merchant Should Demonstrate: That returned goods were not received and terms and conditions/refund policies were properly disclosed prior to transaction, and that merchandise was delivered/services were provided. Or that a credit was processed.
Please provide the following:
Order: Statement that returned goods were not received, and proof that terms and conditions/refund policies are properly disclosed prior to purchase or that a credit was processed (i.e. proof of refund, return policy, terms and conditions, proof of delivery, invoices, etc.).
Service: Statement that a cancellation of services request was not received, and proof that terms & conditions/cancellation policies are properly disclosed prior to purchase, or proof that a credit was processed. (i.e. proof of refund, cancellation policy, terms and conditions, invoices, etc.).

 

Reason code 86 - Paid by Other Means

Merchant Should Demonstrate: That merchandise/services were not paid for by other means.
Please provide the following:
Order: Proof that cardholder approved this means of payment and has not contacted merchant about another means of payment (i.e. invoice, terms and conditions, contracts, etc.).
Service: Proof that cardholder approved this means of payment and has not contacted

 

MasterCard Reason Codes

 

Reason code 4801 - Requested Transaction Data Not Received

Merchant Should Demonstrate: That they fulfilled retrieval request on time.
Please provide the following:
Order: Proof that retrieval request was fulfilled before expiration (i.e. invoice, screenshot of fulfilled retrieval request, etc.).
Service: Proof that retrieval request was fulfilled before expiration (i.e. invoice, screenshot of fulfilled retrieval request, etc.).
**Merchant has no re-presentment rights if they did not fulfill the retrieval request
**Merchant must contact Chargebacks and request a precompliance if transaction was previously refunded in full

 

Reason code 4807 - Warning Bulletin File

Merchant Should Demonstrate: That they received a valid and approved authorization and deposit before the card was placed on the warning bulletin list.
Please provide the following:
Order: Proof of a valid authorization and deposit before the card was placed on the warning bulletin list (i.e. screen shot of approved authorization/case info page).
Service: Proof of a valid authorization and deposit before the card was placed on the warning bulletin list (i.e. screen shot of approved authorization/case info page).

 

Reason code 4808 - Requested/Required Authorization Not Obtained

Merchant Should Demonstrate: That they deposited within 7 days of receiving a valid and approved authorization. The authorization cannot be external. The deposit cannot be more than the authorization.
Please provide the following:
Order: Proof that deposit was within 7 days of valid and approved authorization (i.e. screen shot of authorization/case info page).
Service: Proof that deposit was within 7 days of valid and approved authorization (i.e. screen shot of authorization/case info page).
**Merchant should not dispute reason code 4808 unless they have proof of a valid Authorization

 

Reason code 4812 - Account Number Not on File

Merchant Should Demonstrate: That card number is correct and an authorization was approved by the issuer.
Please provide the following:
Order: Proof of a valid and approved authorization from the issuer (i.e. screenshot of the authorization/case info page).
Service: Proof of a valid and approved authorization from the issuer (i.e. screenshot of the authorization/case info page).
**If CC# is invalid, merchant should accept this chargeback and either bill the correct credit card number, or contact the cardholder for another means of payment.

 

Reason code 4831 - Transaction Amount Differs

Merchant Should Demonstrate: That original transaction amount is correct, or that cardholder agreed to altered amount.
Please provide the following:
Order: Proof that disputed amount matches price of what was ordered (i.e. invoice, cardholder agreement, etc.).
Service: Proof that disputed amount matches price of what was received (i.e. invoice, cardholder agreement, etc.).

 

Reason code 4834 - Duplicate Processing

Merchant Should Demonstrate: That two separate transactions were processed.
Please provide the following:
Order: Proof that there were two separate orders from the cardholder, or that recurring billing is properly disclosed (i.e. all invoices, terms & conditions, cardholder agreement, etc.).
Service: Proof that there were two separate orders from the cardholder, or that recurring billing is properly disclosed (i.e. all invoice, terms & conditions, cardholder agreement, etc.).
**Please provide invoices and documents for all transactions referenced in this dispute

 

Reason code 4835 - Card Not Valid or Expired

Merchant Should Demonstrate: That card was not expired on the transaction date and merchant obtained a valid and approved authorization.
Please provide the following:
Order: Proof that authorization and deposit were completed before the card was expired (i.e. screen shot of the authorization/case info page).
Service: Proof that authorization and deposit were completed before the card was expired (i.e. screen shot of the authorization/case info page).
**Cards expire on the last day of their expiration month.

 

Reason code 4837 - No Cardholder Authorization

Merchant Should Demonstrate: That merchandise/service was a legitimate purchase by the cardholder.
Please provide the following:
Order: Proof of an Exact AVS Match and that merchandise was delivered to AVS match address (i.e. invoices w/billing & shipping addresses, proof of delivery, etc.).
Service: Proof of an Exact AVS Match and that profile/membership information matches card information (i.e. invoices, profile/membership info, etc.).
**Transactions through a foreign bank will not have an AVS Match; these chargebacks can still be disputed
**We recommend only representing reason code 4837 if there is an Exact AVS Match.

 

Reason code 4841 - Cancelled Recurring Transaction

Merchant Should Demonstrate: That cardholder did not cancel, or cancelled after the transaction date. That cardholder used service or received goods after the alleged cancellation date, or that merchandise was shipped before cancellation date. Proof that this is not a recurring charge; it is installment billing.
Please provide the following:
Order: Proof that order had shipped prior to cancellation date and no returns have been received (i.e. shipping information/ proof of delivery, etc.).
Service: Proof that cardholder used service after the alleged cancellation date (i.e. login info, etc.).
** We recommend accepting most 41’s as it is very difficult to prove a cardholder did NOT cancel, and MasterCard only requires that cardholders provide a date of cancellation.

 

Reason code 4850 - Credit Posted As a Purchase

Merchant Should Demonstrate: That transaction was processed properly as a purchase and not a credit.
Please provide the following:
Order: Proof that the transaction was correctly processed (i.e. invoice showing product ordered matches transaction amount).
Service: Proof that the transaction was correctly processed (i.e. invoice showing service ordered matches transaction amount).

 

Reason code 4853 - Cardholder Dispute – Not as Described

Merchant Should Demonstrate: That service/item was as described or that any defects were fixed/defected items were replaced.
Please provide the following:
Order:
Proof that cardholder was sent a replacement item (i.e. shipping information, terms & conditions, return information, invoice, etc.). Proof that shipped items were as described, and were delivered to cardholder’s shipping address (i.e. invoice, terms & conditions, proof of delivery, etc.).
Service: Proof that services promised were those that were received by cardholder (i.e. invoice, terms & conditions, log
in information, etc.)
**Merchants are responsible for shipping & handling charges if merchandise was defective or not as described.

 

Reason code 4855 - Services Not Provided/Merchandise not Received

Merchant Should Demonstrate: That merchandise was delivered/services were rendered.
Please provide the following:
Order: Invoice that shows cardholder’s shipping address and a signed proof of delivery to that shipping address. [i.e. tracking number & screen shot/print out of shipper’s (USPS, FEDEX, UPS,) proof of delivery, etc.].
Service: Proof that cardholder utilized services (i.e. invoice, log
in information, etc.).

 

Discover Chargeback Reason Codes

 

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Reason code 4534 - Duplicate Processing (DP)

Merchant Should Demonstrate: That two separate transactions were processed.
Please provide the following:
Order: Proof that there were two separate orders from the cardholder (i.e. all invoices, terms & conditions, etc.).
Service: Proof that there were two separate orders from the cardholder (i.e. all invoices, terms & conditions, etc.).
**Please provide invoices and documents for all transactions referenced in this dispute

 

Reason code 4535 - Expired Card (EX)

Merchant Should Demonstrate: That card was not expired on the transaction date and merchant obtained a valid and approved authorization.
Please provide the following:
Order: Proof that authorization and deposit were completed before the card was expired (i.e. screen shot of the authorization/case info page).
Service: Proof that authorization and deposit were completed before the card was expired (i.e. screen shot of the authorization/case info page).
**Cards expire on the last day of their expiration month.

 

Reason code 4541 - Recurring Payment (AP)

Merchant Should Demonstrate: That cardholder did not cancel at least 15 days prior to transaction date. That cardholder’s cancellation number is invalid and the transactions were processed correctly. And/or that recurring payments plan requires cardholder to pay the amount regardless of expiration or cancellation of recurring transaction.
Please provide the following:
Order: Proof that cardholder didn’t cancel 15 days prior to transaction date, proof that cancellation number is invalid and/or proof that terms & conditions state that cardholder must pay regardless of cancellation (i.e. terms & conditions, cancellation policy, cardholder’s cancellation information, etc.).
Service: Proof that cardholder didn’t cancel 15 days prior to transaction date, proof that cancellation number is invalid and/or proof that terms & conditions state that cardholder must pay regardless of cancellation (i.e. terms & conditions, cancellation policy, cardholder’s cancellation information, etc.).

 

Reason code 4550 - Credit Posted as Card Sales (CD)

Merchant Should Demonstrate: That cardholder received goods/services and that the transaction was properly processed as a card sale.
Please provide the following:
Order:
Proof that cardholder received goods and charge was properly processed (i.e. invoice, proof of delivery, return policy, etc.).
Service: Proof that cardholder received services and charge was properly processed (i.e. Invoice, screen shots/log‐in information, cancellation policy, etc.).

 

Reason code 4553 - Cardholder Disputes Quality of Goods or Services (RM)

Merchant Should Demonstrate: One of the following: 1) That cardholder received goods/services and they were as advertised 2) The cardholder did not contact the merchant to dispute quality 3) That the dispute was resolved to cardholder’s satisfaction 4) That cardholder initiated chargeback due to inconvenience 5) That merchant/acquirer did not conduct a currency alteration/substitution
Please provide the following:
Order: Proof that goods were received as advertised and cardholder did not contact merchant to dispute or that the dispute was resolved (i.e. invoice, proof of delivery, proof of replacement delivery, customer information, terms and conditions, applicable advertisements, etc.).
Service: Proof that services were rendered as advertised and cardholder did not contact merchant to dispute, or that the dispute was resolved (i.e. invoice, customer information, log‐in/service usage information, terms and conditions, applicable advertisements, etc.).

 

Reason code 4554 - Not Classified (NC)

Merchant Should Demonstrate: That cardholder received goods or services and that transaction was properly processed.
Please provide the following:
Order: Proof that goods were delivered and transaction was properly processed (i.e. proof of delivery, invoice, terms and conditions, etc.).
Service: Proof that services were rendered and transaction was properly processed (i.e. login information, invoice, terms and conditions, etc.).

 

American Express Chargeback Codes

C02 – Credit (or partial credit) Not Processed. 1

C04- Goods/Services Returned or Refused. 1

C05 – Goods/Services Cancelled. 1

C08 – Goods/Services Not Received. 1

C28 – Cancelled Recurring Billing. 1

C31 – Goods/Services Not as Described. 1

C32 – Goods/Services Damaged or Defective. 1

P03 – Credit Processed as Charge. 1

P04 – Charge Processed as Credit 1

P05 – Incorrect Charge Amount 1

P08 – Duplicate Charge. 1

 

C02 – Credit (or partial credit) Not Processed

Merchant Should Demonstrate: That returned goods were not received and terms and conditions/refund policies were properly disclosed prior to transaction, and that merchandise was delivered/services were provided. Or that a credit was processed.
Please provide the following:
Order: Statement that returned goods were not received, and proof that terms and conditions/refund policies are properly disclosed prior to purchase or that a credit was processed (i.e. proof of refund, return policy, terms and conditions, proof of delivery, invoices, etc.).
Service: Statement that a cancellation of services request was not received, and proof that terms & conditions/cancellation policies are properly disclosed prior to purchase, or proof that a credit was processed. (i.e. proof of refund, cancellation policy, terms and conditions, invoices, etc.).

 

C04- Goods/Services Returned or Refused

Merchant Should Demonstrate: That returned goods were not received and terms and conditions/refund policies were properly disclosed prior to transaction, and that merchandise was delivered/services were provided. Or that a credit was processed.
Please provide the following:
Order: Statement that returned goods were not received, and proof that terms and conditions/refund policies are properly disclosed prior to purchase or that a credit was processed (i.e. proof of refund, return policy, terms and conditions, proof of delivery, invoices, etc.).
Service: Statement that a cancellation of services request was not received, and proof that terms & conditions/cancellation policies are properly disclosed prior to purchase, or proof that a credit was processed. (i.e. proof of refund, cancellation policy, terms and conditions, invoices, etc.).

 

C05 – Goods/Services Cancelled

Merchant Should Demonstrate: That cardholder did not cancel, or cancelled after the transaction date. That cardholder used service or received goods after the alleged cancellation date, or that merchandise was shipped before cancellation date. Proof that this is not a recurring charge; it is installment billing.
Please provide the following:
Order: Proof that order had shipped prior to cancellation date and no returns have been received (i.e. shipping information/ proof of delivery, etc.).
Service: Proof that cardholder used service after the alleged cancellation date (i.e. login info, etc.).

 

C08 – Goods/Services Not Received

Merchant Should Demonstrate: That merchandise was delivered/services were rendered.
Please provide the following:
Order: Invoice that shows cardholder’s shipping address and a signed proof of delivery to that shipping address. [i.e. tracking number & screen shot/print out of shipper’s (USPS, FEDEX, UPS,) proof of delivery, etc.].
Service: Proof that cardholder utilized services (i.e. invoice, log
in information, etc.).

 

C28 – Cancelled Recurring Billing

Merchant Should Demonstrate: That cardholder did not cancel, or cancelled after the transaction date. That cardholder used service or received goods after the alleged cancellation date, or that merchandise was shipped before cancellation date. Proof that this is not a recurring charge; it is installment billing.
Please provide the following:
Order: Proof that order had shipped prior to cancellation date and no returns have been received (i.e. shipping information/ proof of delivery, etc.).
Service: Proof that cardholder used service after the alleged cancellation date (i.e. login info, etc.).
** We recommend accepting most C28’s as it is very difficult to prove a cardholder did NOT cancel.

 

C31 – Goods/Services Not as Described

Merchant Should Demonstrate: That service/item was as described or that any defects were fixed/defected items were replaced.
Please provide the following:
Order:
Proof that cardholder was sent a replacement item (i.e. shipping information, terms & conditions, return information, invoice, etc.). Proof that shipped items were as described, and were delivered to cardholder’s shipping address (i.e. invoice, terms & conditions, proof of delivery, etc.).
Service: Proof that services promised were those that were received by cardholder (i.e. invoice, terms & conditions, log
in information, etc.)
**Merchants are responsible for shipping & handling charges if merchandise was defective or not as described.

 

C32 – Goods/Services Damaged or Defective

Merchant Should Demonstrate: That service/item was as described or that any defects were fixed/defected items were replaced.
Please provide the following:
Order:
Proof that cardholder was sent a replacement item (i.e. shipping information, terms & conditions, return information, invoice, etc.). Proof that shipped items were as described, and were delivered to cardholder’s shipping address (i.e. invoice, terms & conditions, proof of delivery, etc.).
Service: Proof that services promised were those that were received by cardholder (i.e. invoice, terms & conditions, log
in information, etc.)
**Merchants are responsible for shipping & handling charges if merchandise was defective or not as described.

 

P03 – Credit Processed as Charge

Merchant Should Demonstrate: That transaction was processed properly as a purchase and not a credit.
Please provide the following:
Order: Proof that the transaction was correctly processed (i.e. invoice showing product ordered matches transaction amount).
Service: Proof that the transaction was correctly processed (i.e. invoice showing service ordered matches transaction amount).

 

P04 – Charge Processed as Credit

Merchant Should Demonstrate: That transaction was processed properly as a credit and not a charge.
Please provide the following:
Order: Proof that the transaction was correctly processed (i.e. invoice showing product ordered matches transaction amount).
Service: Proof that the transaction was correctly processed (i.e. invoice showing service ordered matches transaction amount).

 

P05 – Incorrect Charge Amount

Merchant Should Demonstrate: That original transaction amount is correct or that cardholder agreed to altered amount.
Please provide the following:
Order: Proof that disputed amount matches price of what was ordered (i.e. invoice, cardholder agreement, etc.).
Service: Proof that disputed amount matches price of what was received (i.e. invoice, cardholder agreement, etc.).

 

P08 – Duplicate Charge

Merchant Should Demonstrate: That two separate transactions were processed.
Please provide the following:
Order: Proof that there were two separate orders from the cardholder, or that recurring billing is properly disclosed (i.e. all invoices, terms & conditions, cardholder agreement, etc.).
Service: Proof that there were two separate orders from the cardholder, or that recurring billing is properly disclosed (i.e. all invoice, terms & conditions, cardholder agreement, etc.).
**Please provide invoices and documents for all transactions referenced in this dispute

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