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 unacceptable
- 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 | The customer claims they were charged multiple times for the same product or service. |
FRAUDULENT | The customer claims they did not authorize or recognize the payment. |
GENERAL | This customer was initiated by the cardholder for a reason that does not fit into more specific categories. |
PRODUCT_NOT_RECEIVED | The customer claims they did not receive the product or service they purchased. |
PRODUCT_UNACCEPTABLE | 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. |
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 |
|---|---|
CREDIT_NOT_PROCESSED | 13.6 Credit Not Processed 13.7 Cancelled Merchandise/Services |
DUPLICATE | 12.6.1 Duplicate Processing 12.6.2 Paid by Other Means |
FRAUDULENT | 10.1 EMV Liability Shift Counterfeit Fraud 10.2 EMV Liability Shift Non-Counterfeit Fraud 10.3 Other Fraud - Card Present Environment 10.4 Other Fraud - Card Absent Environment 10.5 Visa Fraud Monitoring Program 33 Fraud Analysis Request |
GENERAL | 11.2 Declined Authorization 11.3 No Authorization 12.1 Late Presentment 12.2 Incorrect Transaction Code 12.3 Incorrect Currency 12.4 Incorrect Account Number 12.5 Incorrect Amount 12.7 Invalid Data 13.8 Original Credit Transaction Not Accepted 28 Request for Copy Bearing Signature 30 Cardholder Request Due to Dispute |
PRODUCT_NOT_RECEIVED | 13.1 Merchandise/Services Not Received |
PRODUCT_UNACCEPTABLE | 13.3 Not as Described or Defective Merchandise/Services 13.4 Counterfeit Merchandise 13.5 Misrepresentation |
SUBSCRIPTION_CANCELED | 13.2 Cancelled Recurring |
UNRECOGNIZED | -- |
Mastercard
| RAINFOREST CODE | MASTERCARD CODE |
|---|---|
CREDIT_NOT_PROCESSED | 4860 Credit Not Processed 4860 Credit Posted as a Purchase |
DUPLICATE | 4834 Cardholder Debited More than Once for the Same Goods or Services 4834 Charges for Loss, Theft, or Damages 4834 Late Presentment 4834 Transaction Amount Differs |
FRAUDULENT | 4837 No Cardholder Authorization 4849 Questionable Merchant Activity 4870 Chip Liability Shift 4871 Chip Liability Shift—Lost/Stolen/Never Received Issue (NRI) Fraud 6341 Fraud investigation |
GENERAL | 4807 Deprecated 4808 General Chargeback AND General Arbitration Chargeback 4812 Account number not on file 4831 Transaction Amount Differs 4831 Cardholder Debited More than Once for the Same Goods or Services 6305 Cardholder does not agree with amount billed 6322 Request Transaction Certificate for a chip transaction 6323 Cardholder needs information for personal records 6342 Potential chargeback or compliance documentation is required 6343 IIAS Audit (for healthcare transactions only) |
PRODUCT_NOT_RECEIVED | 4855 Transaction Did Not Complete |
PRODUCT_UNACCEPTABLE | 4853 Cardholder Dispute of a Recurring Transaction 4853 Counterfeit Goods 4853 Credit Not Processed 4853 Credit Posted as a Purchase 4853 Digital Goods Purchase of USD 25 or Less 4853 General Defective/Not as Described 4853 Goods or Services Not Provided 4853 Goods or Services Were Either Not as Described or Defective 4853 Issuer Dispute of a Recurring Transaction 4853 Transaction Did Not Complete |
SUBSCRIPTION_CANCELED | 4841 Canceled Recurring or Digital Goods Transactions 4841 Cardholder Dispute of a Recurring Transaction 4841 Digital Goods Purchase of USD 25 or Less 4841 Issuer Dispute of a Recurring Transaction |
UNRECOGNIZED | 4863 Cardholder Does Not Recognize—Potential Fraud 6321 Cardholder Does Not Recognize Transaction |
Discover
| RAINFOREST CODE | DISCOVER CODE |
|---|---|
CREDIT_NOT_PROCESSED | 8002 Credit Not Processed |
DUPLICATE | 4534 Duplicate Processing 4865 Paid By Other Means |
FRAUDULENT | 4866 Fraud Chip Card Counterfeit Transaction 4867 Fraud Chip Card and PIN Transaction 6041 Transaction Documentation Request for Fraud Analysis 7010 Fraud Card Present Transaction 7030 Fraud Card Not Present Transaction |
GENERAL | 4542 Late Presentation 4550 Credit/Debit Posted Incorrectly 4553 Cardholder Disputes Quality of Goods or Services 4586 Altered Amount 4752 Does Not Recognize 4753 Invalid Cardholder Number 4757 Violation of Operating Regulations 4762 Good Faith Investigation 4863 Authorization Non Compliance 6005 Transaction Documentation Request Due to Cardholder Dispute 6021 Transaction Documentation Request 6040 Good Faith Investigation 6050 Disputes Compliance |
PRODUCT_NOT_RECEIVED | 4755 Non-Receipt of Goods or Services |
PRODUCT_UNACCEPTABLE | -- |
SUBSCRIPTION_CANCELED | 4541 Recurring Payment |
UNRECOGNIZED | -- |
American Express
| RAINFOREST CODE | AMERICAN EXPRESS CODE |
|---|---|
CREDIT_NOT_PROCESSED | 061 Credit Processed as Charge 062 Charge Processed as Credit 154 Goods/Services Cancelled/Refused 158 Goods Returned (Request Credit) 175 Credit Not Processed 680 Incorrect Charge Amount A01 Charge Amount Exceeds Authorization Amount C02 Credit Not Processed C04 Goods/Services Returned or Refused C05 Goods/Services Cancelled P03 Credit Processed as Charge P05 Incorrect Charge Amount |
DUPLICATE | 173 Duplicate Charge 684 Paid by Other Means C14 Paid by Other Means P08 Duplicate Charge |
FRAUDULENT | 177 Unauthorized Charge 193 Fraudulent Charge F24 Multiple ROCs F29 Card Not Present F30 EMV Liability Shift - Counterfeit F31 EMV Liability Shift - Lost/Stolen/Non-Received |
GENERAL | 147 Charge Paid by Insurance Company 693 Questioning Charge for Damage/Theft/Loss A02 No Valid Authorization A08 Authorization Approval Expired M01 Chargeback Authorization M04 Merchant Accepted M11 Reversal Due To Credit OP1 General P01 Unassigned Card Number P04 Charge Processed as Credit P22 Non-Matching Card Number R03 Insufficient Reply R13 No Reply |
PRODUCT_NOT_RECEIVED | 004 Product Not Received 155 Goods Not Received (Request Credit) C08 Goods/Services Not Received or Only Partially Received |
PRODUCT_UNACCEPTABLE | 024 Goods Damaged/Defective 059 Goods Damaged/Defective (Request Repair) 063 Product Quality Unacceptable C31 Goods/Services Not As Described C32 Goods/Services Damaged or Defective |
SUBSCRIPTION_CANCELED | 021 Goods/Services Cancelled/Expired C28 Cancelled Recurring Billing |
UNRECOGNIZED | 127 Unrecognized Charge 176 Unrecognized Charge (Card Not Present) 691 Requesting Support |
Updated 24 days ago