Chargeback dispute reasons
Chargeback dispute reasons when an CARD payin is disputed by the customer
A payin can be disputed for a variety of reasons. A dispute reason code is provided with the chargeback to provide an explanation of why the customer has disputed the payin.
Dispute reasons
Before disputing a chargeback, you should help your merchants understand the reason why the cardholder filed the chargeback. Below are the most common chargeback reasons and what they could mean.
Duplicate
- The customer was promised a refund but the funds were never refunded.
- The customer had a refund processed but did not receive the refunding in a reasonable timeframe.
- The customer has more than one payment for the same amount for the same purchase.
- The customer was charged twice for the same payment but with two different payment methods (paid in cash but also had their card charged).
Fraud
- The customer may have had their card stolen and this payment was not authorized by them.
- The customer doesn’t recognize your business when your payment appears on their billing statement.
- Friendly Fraud - the cardholder may have not authorized the payment, but someone related to them or with access to their card may have authorized it.
Product not received
- The customer purchased a product or service and it was never delivered.
- The customer experienced a delivery delay and the product wasn’t delivered when they expected it.
- The customer’s package was lost or damaged during transit, resulting in the product not being delivered.
- The product was shipped to an incorrect address, either by the merchant’s mistake or the customer entering the wrong details.
- The customer received an incomplete delivery and part of the packages is missing.
Product not acceptable
- The customer received their order and it was broken or incomplete.
- The customer received their order but it did not match the description of what they purchased online.
- The customer received their order but it was a different item than was ordered.
- The customer received counterfeit goods.
Subscription canceled
- The customer canceled their subscription but continued to see a monthly charge on their statement.
- The customer attempted to cancel their subscription but the process was too difficult.
- The customer misunderstood a free trial that rolled into a monthly recurring transaction.
- The customer could not get a hold of the merchant to cancel their subscription.
Chargeback reason codes
On the Get chargeback endpoint, a reason_code
is returned. The following table explains each reason code that could be returned.
CODE | DESCRIPTION |
---|---|
CREDIT_NOT_PROCESSED | The customer claims they should receive a refund or partial refund because the product was returned, canceled, or not fully fulfilled, but they have not seen the refund be processed. |
DUPLICATE_TRANSACTION | The customer claims they were charged multiple times for the same product or service. |
FRAUD | The customer claims they did not authorize or recognize the payment. |
GENERAL | This chargeback was initiated by the cardholder for a reason that does not fit into more specific categories. |
INCORRECT_AMOUNT | The customer claims they were charged an incorrect amount for the product or service purchased. |
NOT_RECEIVED | The customer claims they did not receive the product or service they purchased. |
NOT_ACCEPTABLE | The customer claims the product was defective, damaged, or not accurately described prior to purchasing. |
SUBSCRIPTION_CANCELED | The customer claims the payment was processed after the subscription was canceled. |
UNRECOGNIZED | The customer claims they do not recognize the merchant or the payment. |
UNCATEGORIZED | The chargeback was initiated by the cardholder for a reason that does not fit into more specific categories. |
Rainforest codes to card brand codes
Rainforest handles the complexity of the dispute codes per card brand and returns a simplified reason code. The following tables explains each of the card brands reason codes and the corresponding Rainforest reason code.
Visa
RAINFOREST CODE | VISA CODE |
---|---|
| 13.6 Credit Not Processed |
| 12.6.1 Duplicate Processing |
| 10.1 EMV Liability Shift Counterfeit Fraud |
| 11.2 Declined Authorization |
| 12.5 Incorrect Amount |
| 13.1 Merchandise/Services Not Received |
| 13.3 Not as Described or Defective Merchandise/Services |
| 13.2 Cancelled Recurring |
| -- |
| -- |
Mastercard
RAINFOREST CODE | MASTERCARD CODE |
---|---|
| 4860 Credit Not Processed |
| 4834 Cardholder Debited More than Once for the Same Goods or Services |
| 4837 No Cardholder Authorization |
| 4807 Deprecated |
| 4831 Transaction Amount Differs |
| 4855 Transaction Did Not Complete |
| 4853 Cardholder Dispute of a Recurring Transaction |
| 4841 Canceled Recurring or Digital Goods Transactions |
| 4863 Cardholder Does Not Recognize—Potential Fraud |
| -- |
Discover
RAINFOREST CODE | DISCOVER CODE |
---|---|
| 8002 Credit Not Processed |
| 4534 Duplicate Processing |
| 4866 Fraud Chip Card Counterfeit Transaction |
| 4542 Late Presentation |
| 4550 Credit/Debit Posted Incorrectly |
| 4755 Non-Receipt of Goods or Services |
| -- |
| 4541 Recurring Payment |
| -- |
| -- |
American Express
RAINFOREST CODE | AMERICAN EXPRESS CODE |
---|---|
| 061 Credit Processed as Charge |
| 173 Duplicate Charge |
| 177 Unauthorized Charge |
| 147 Charge Paid by Insurance Company |
| P05 Incorrect Charge Amount |
| 004 Product Not Received |
| 024 Goods Damaged/Defective |
| 021 Goods/Services Cancelled/Expired |
| 127 Unrecognized Charge |
| -- |
Updated 4 days ago