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.

CODEDESCRIPTION
CREDIT_NOT_PROCESSEDThe 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.
DUPLICATEThe customer claims they were charged multiple times for the same product or service.
FRAUDULENTThe customer claims they did not authorize or recognize the payment.
GENERALThis customer was initiated by the cardholder for a reason that does not fit into more specific categories.
PRODUCT_NOT_RECEIVEDThe customer claims they did not receive the product or service they purchased.
PRODUCT_UNACCEPTABLEThe customer claims the product was defective, damaged, or not accurately described prior to purchasing.
SUBSCRIPTION_CANCELEDThe customer claims the payment was processed after the subscription was canceled.
UNRECOGNIZEDThe 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 CODEVISA CODE
CREDIT_NOT_PROCESSED13.6 Credit Not Processed
13.7 Cancelled Merchandise/Services
DUPLICATE12.6.1 Duplicate Processing
12.6.2 Paid by Other Means
FRAUDULENT10.1 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
GENERAL11.2 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_RECEIVED13.1 Merchandise/Services Not Received
PRODUCT_UNACCEPTABLE13.3 Not as Described or Defective Merchandise/Services
13.4 Counterfeit Merchandise
13.5 Misrepresentation
SUBSCRIPTION_CANCELED13.2 Cancelled Recurring
UNRECOGNIZED--

Mastercard

RAINFOREST CODEMASTERCARD CODE
CREDIT_NOT_PROCESSED4860 Credit Not Processed
4860 Credit Posted as a Purchase
DUPLICATE4834 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
FRAUDULENT4837 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
GENERAL4807 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_RECEIVED4855 Transaction Did Not Complete
PRODUCT_UNACCEPTABLE4853 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_CANCELED4841 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
UNRECOGNIZED4863 Cardholder Does Not Recognize—Potential Fraud
6321 Cardholder Does Not Recognize Transaction

Discover

RAINFOREST CODEDISCOVER CODE
CREDIT_NOT_PROCESSED8002 Credit Not Processed
DUPLICATE4534 Duplicate Processing
4865 Paid By Other Means
FRAUDULENT4866 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
GENERAL4542 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_RECEIVED4755 Non-Receipt of Goods or Services
PRODUCT_UNACCEPTABLE--
SUBSCRIPTION_CANCELED4541 Recurring Payment
UNRECOGNIZED--

American Express

RAINFOREST CODEAMERICAN EXPRESS CODE
CREDIT_NOT_PROCESSED061 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
DUPLICATE173 Duplicate Charge
684 Paid by Other Means
C14 Paid by Other Means
P08 Duplicate Charge
FRAUDULENT177 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
GENERAL147 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_RECEIVED004 Product Not Received
155 Goods Not Received (Request Credit)
C08 Goods/Services Not Received or Only Partially Received
PRODUCT_UNACCEPTABLE024 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_CANCELED021 Goods/Services Cancelled/Expired
C28 Cancelled Recurring Billing
UNRECOGNIZED127 Unrecognized Charge
176 Unrecognized Charge (Card Not Present)
691 Requesting Support