Learn about the dispute reason codes that are applicable to the Visa card network.
Note
The payloads listed below are only applicable to Marqeta customers who submit disputes to Marqeta via an API. Customers using the Marqeta Dashboard do not interact with these payloads.
When disputing a transaction, you must send the card network the reason for the dispute, along with information regarding the disputed transaction, as provided by the cardholder via a dispute questionnaire. The card network needs these details to conduct an investigation into the legitimacy of the cardholder’s dispute.When reporting the dispute to the card network, the reason for the dispute must be assigned a dispute reason code. A dispute reason code is an alphanumeric or numerical code assigned by the card network that indicates the primary reason why a cardholder is disputing a transaction and requesting a chargeback.As part of the transaction dispute flow, you submit payloads like the ones below to Marqeta so that Marqeta can transfer these details to the card networks. These payloads contain all fields required by the card network for the given dispute type and were obtained by you via the dispute questionnaire.For general information on disputes, chargebacks, and best practices, see About Disputes.
Visa dispute reason code 10.1 (“EMV liability shift counterfeit fraud”) indicates that the merchant made a swiped or keyed transaction with a counterfeit card rather than scanning the EMV chip.When a merchant processes a transaction with a counterfeit card at a payment terminal that does not support EMV chip card processing, they will be unable to detect the counterfeit card and will be responsible for the chargeback, per the rules of Visa’s EMV liability shift.The example below applies to Visa dispute reason code 10.1.
Visa dispute reason code 10.2 (“EMV liability shift non-counterfeit fraud”) indicates that an unauthorized charge was made on a legitimate EMV chip card because the merchant did not fully comply with EMV chip and PIN requirements.For example, this code could be used if a merchant makes a swiped or keyed transaction with a stolen card rather than scanning the EMV chip.When a merchant processes a transaction at a payment terminal that does not support EMV chip card processing, they will be responsible for any chargebacks requested for unauthorized transactions per the rules of Visa’s EMV liability shift.The example below applies to Visa dispute reason code 10.2.
Visa dispute reason code 10.3 (“Not authorized card present”) indicates that the cardholder did not authorize or participate in a transaction where the card was physically present.This reason code can apply to various situations, including:
An unauthorized transaction where the card details were entered manually
An unauthorized transaction at an unattended terminal
The example below applies to Visa dispute reason code 10.3.
Visa dispute reason code 10.4 (“Not authorized card absent”) indicates that the cardholder did not authorize or participate in a transaction where the card was not physically present.This reason code is most commonly applied to situations where an unauthorized transaction is made using stolen payment credentials online or over the phone.The example below applies to Visa dispute reason code 10.4.
Visa dispute reason code 12.2 (“Incorrect transaction code”) indicates that the merchant processed a transaction using the wrong transaction code.This reason code can apply to various situations, including:
The merchant processed a credit transaction as a debit transaction
The merchant processed a transaction reversal as a credit transaction
The example below applies to Visa dispute reason code 12.2.
Visa dispute reason code 12.3 (“Incorrect currency”) indicates that the merchant processed the transaction using a different currency than the one the cardholder agreed to.This reason code is most commonly applied to the following situations:
The merchant incorrectly entered the wrong currency when processing the transaction
The merchant used Dynamic Currency Conversion without obtaining the cardholder’s consent
The example below applies to Visa dispute reason code 12.3.
Visa dispute reason code 12.4 (“Incorrect account number”) indicates that the merchant processed a transaction using an incorrect account number.This reason code can apply to various situations, including:
The merchant entered the wrong account number in a manually keyed transaction
The cardholder’s account was closed by the time the transaction was processed
The example below applies to Visa dispute reason code 12.4.
Visa dispute reason code 12.5 (“Incorrect transaction amount”) indicates that the cardholder believes they were charged incorrectly.This reason code can apply to various situations, including:
The merchant entered the wrong amount in a manually keyed transaction
The transaction amount was changed during processing without the cardholder’s consent
The example below applies to Visa dispute reason code 12.5.
Visa dispute reason code 12.6 (“Duplicate processing or paid by other means”) indicates that the cardholder was charged multiple times for the same transaction.This reason code can apply to various situations, including:
The cardholder was charged multiple times for the same transaction on the same card
The cardholder changed payment methods partway through a transaction, but was charged on both payment methods
The example below applies to Visa dispute reason code 12.6.
Visa dispute reason code 12.7 (“Invalid data”) indicates that the transaction was processed using incorrect or invalid data.This reason code can apply to various situations, including:
The transaction was processed using the wrong Merchant Category Code
The transaction was processed using the wrong country or state/province code
The transaction was processed using the wrong transaction type indicator (such as authorization.clearing)
The example below applies to Visa dispute reason code 12.7.
Visa dispute reason code 13.1 (“Merchandise/services not received”) indicates that the cardholder is disputing the transaction because they did not receive the goods or services they purchased.This reason code can apply to various situations, including:
Products that were never shipped, lost in transit, or delivered to the wrong address.
Services that were not provided, canceled without fulfillment, or not delivered as promised.
The example below applies to Visa dispute reason code 13.1.
Visa dispute reason code 13.2 (“Canceled recurring transaction”) indicates that the cardholder was charged for a recurring transaction for which they had previously submitted a cancellation request.This reason code can apply to various situations, including:
The merchant did not process the cancellation before the next charge went through
The cardholder misunderstood the cancellation process and did not submit a valid cancellation request
The example below applies to Visa dispute reason code 13.2.
Visa dispute reason code 13.3 (“Not as described or defective merchandise”) indicates that the cardholder received goods or services that did not match the description provided by the merchant.This reason code can apply to various situations, including:
The cardholder received damaged or defective goods
The cardholder received a service that was different than what was advertised
The example below applies to Visa dispute reason code 13.3.
Visa dispute reason code 13.4 (“Counterfeit merchandise”) indicates that the cardholder received goods that they believe to be counterfeit.This reason code is applicable to any situation in which the cardholder received counterfeit goods, even if the merchant was unaware that the goods they were selling were not legitimate.The example below applies to Visa dispute reason code 13.4.
Visa dispute reason code 13.5 (“Misrepresentation”) indicates that the merchant misrepresented their advertised goods or services.Though this reason code is similar to 13.3 (“Not as described or defective merchandise”), reason code 13.5 (“Misrepresentation”) puts more emphasis on the merchant intentionally misleading customers in their description of the goods or services.The example below applies to Visa dispute reason code 13.5.
Visa dispute reason code 13.6 (“Credit not processed”) indicates that the cardholder did not receive a refund to their account as promised.This reason code can apply to various situations, including:
The merchant neglected to process the refund
The merchant did not process the refund in time for it to show up on the cardholder’s most recent statement
The example below applies to Visa dispute reason code 13.6.
Visa dispute reason code 13.7 (“Canceled merchandise or services”) indicates that the cardholder claims to have returned merchandise or canceled a service, but has not yet received a refund to their account.This reason code can apply to various situations, including:
The cardholder returned an item, but has yet to receive a refund for it
The cardholder canceled a service, but has yet to receive a refund for it
The example below applies to Visa dispute reason code 13.7.
Visa dispute reason code 13.8 (“Original credit not accepted”) indicates that the cardholder did not or could not accept an original credit transaction (OCT) intended as a refund, payout, or disbursement.This reason code can apply to various situations, including:
The cardholder did not authorize the OCT
The cardholder lives in a locality that does not permit OCTs
The example below applies to Visa dispute reason code 13.8.
