⚠️ Always respond within your deadline. Missing the response window means an automatic loss, regardless of merit.
Key Terms
Term | Meaning |
RFI (Request for Information) | The stage where the card network asks you to submit evidence to defend a dispute. |
NoC (Notice of Chargeback) | A formal notification that a chargeback has been raised. Your response countdown starts here. |
Defendable | Whether the dispute type can be challenged with documentation. All codes below are consumer disputes and are defendable. |
🟦 Visa
Response deadline: 9 days (expedited) or 18 days from receiving the NoC
10.4 - Other Fraud: Card-Absent Environment
What it means: The customer claims they did not authorize the payment (card was not physically present).
Document(s) needed:
Signed work order or service agreement
Confirmation email sent to the cardholder's email address
Proof you provided the service (invoice, job completion report)
Date the cardholder began using or receiving the service
Record of previous non-disputed payments from the same customer
CVV/CVC check result (if one was performed and passed)
Any IP address or device information linked to the cardholder's billing address
12.6 - Duplicate Processing / Paid by Other Means
What it means: Customer claims they were charged twice, or that insurance or another payment method already covered the job.
Document(s) needed:
Invoice showing a single transaction with a unique transaction ID
If two separate jobs were completed: documentation for each transaction showing they are distinct
Proof that no other form of payment was applied to this transaction
Communication with the cardholder confirming payment details
Proof of refund (if a credit was already issued)
13.1 - Merchandise / Services Not Received
What it means: The customer claims the windshield repair or replacement was never completed.
Document(s) needed:
Confirmation email sent to the cardholder
Proof that the cardholder received the service at the agreed date and time (signed work order, technician notes, completion photo)
Communication with the cardholder after the payment
Proof that the cardholder did not attempt to contact you to resolve the problem - e.g., a screenshot of an empty email inbox or text queue with their name/details filled in
13.2 - Cancelled Recurring Transaction
What it means: The customer claims they cancelled the job or appointment before it was completed.
Document(s) needed:
Proof that the cardholder received your cancellation policy and agreed to it at the time of booking (screenshot of policy; do not just provide a link)
Proof that services were rendered between the booking date and any claimed cancellation date
Proof that the cardholder requested cancellation for a different date and services were provided up to that point
Proof that the cardholder did not try to contact you to cancel - e.g., screenshot of an empty email or text queue with their details
13.3 - Not as Described or Defective Merchandise / Services
What it means: The customer is unhappy with the quality of the repair or claims it was not performed as promised.
Document(s) needed:
Proof that the cardholder did not try to contact you to resolve the problem (screenshot of an empty email or text queue with their details filled in)
Proof that the service was performed as described (photos of completed work, technician report, signed work order)
Proof that the cardholder used or accepted the service
13.6 - Credit Not Processed
What it means: The customer claims a promised refund was never issued.
Document(s) needed:
Proof that a credit or reversal you issued was not processed by the issuing bank
Proof that the cardholder did not return or attempt to cancel their service
Proof that the cardholder's request does not comply with your written refund policy
Copy of your refund/cancellation policy that was presented to the customer
🟥 Mastercard
Response deadline: 18 days from RFI
4837 - No Cardholder Authorization
What it means: The customer claims they did not authorize the charge.
Document(s) needed:
Signed work order or authorization form
Confirmation email sent to the cardholder
Proof you provided the service (invoice, completion documentation)
Record of previous non-disputed payments
CVV/CVC check result (if performed and passed)
Any IP or device verification linked to the cardholder
4834 - Duplicate Processing
What it means: The customer claims they were billed twice or that insurance already paid.
Document(s) needed:
Invoice for two separate transactions (if two separate jobs occurred), each with a unique transaction ID
If only one transaction occurred: documentation confirming the single transaction and proof no other payment was processed
Proof that no other form of payment covered this transaction
Proof of refund if applicable
4849 - Questionable Merchant Activity
What it means: The customer claims the service was not completed or that there was a problem with how the service was rendered.
Document(s) needed:
Confirmation email sent to the cardholder
Proof that the cardholder received the service at the agreed date and time
Signed work order and/or before-and-after photos
Communication with the cardholder after the payment
Proof the cardholder did not attempt to contact you to resolve the issue
4853 - Cardholder Dispute - Defective / Not as Described
What it means: The customer is unhappy with the quality or result of the repair/replacement.
Document(s) needed:
Proof that the cardholder did not try to contact you to resolve the problem (screenshot of empty email or text queue with their details)
Proof that the service was as described (photos of completed work, technician notes)
Proof that the cardholder accepted or used the service
4860 - Credit Not Processed
What it means: The customer says a refund was promised but never received.
Document(s) needed:
Proof that a credit or reversal you issued was not processed by the issuer
Proof the cardholder has no right to a refund under your written policy
Copy of your refund/cancellation policy that was presented to the customer
4863 - Cardholder Does Not Recognize
What it means: The customer says they don't recognize the charge on their statement.
Document(s) needed:
Invoice and description of the service
Confirmation email sent to the cardholder's email address
Proof you provided the service to the cardholder
Proof of refund if the customer was credited back
🟩 American Express (AMEX)
Response deadline: 20 days from RFI
F24 - No Cardmember Authorization
What it means: The customer claims the charge was not authorized.
Document(s) needed:
Signed work order or service authorization form
Confirmation email sent to the cardholder
Proof you provided the service (invoice, completion report)
Record of previous non-disputed payments
CVV/CVC check result if applicable
C04 - Goods / Services Returned or Refused
What it means: The customer claims the job was refused or cancelled.
Document(s) needed:
Proof the cardholder received your cancellation policy and agreed to it at booking
Proof services were performed up to the claimed cancellation date
Proof the cardholder did not try to contact you to cancel (screenshot of empty email or text queue)
C08 - Goods / Services Not Received or Only Partially Received
What it means: The customer says the glass repair or replacement was never completed.
Document(s) needed:
Confirmation email
Proof the cardholder received the service at the agreed date and time (signed work order, photos, technician notes)
Communication with the cardholder after the payment
Proof the cardholder did not attempt to contact you to resolve the issue
C14 - Paid by Other Means
What it means: The customer claims insurance or another payment method already covered the job.
Document(s) needed:
Invoice confirming the single transaction
Proof no other payment method was applied to this job
Communication with the cardholder confirming the payment terms
Proof of refund if applicable
C18 - "No Show" / Addendum / ATM Dispute
What it means: The customer claims a promised credit was never received.
Document(s) needed:
Proof that a credit or reversal you issued was not processed by the issuer
Proof the cardholder has no right to a refund under your written policy
Copy of your refund/cancellation policy
C31 - Goods / Services Not as Described
What it means: The customer is unhappy with the quality or result of the repair.
Document(s) needed:
Proof the cardholder did not try to contact you to resolve the issue
Proof the service was performed as described (before/after photos, signed work order)
Proof the cardholder accepted or used the service
🟠 Discover
Response deadline: 25 days from receiving the NoC
4540 - Card Not Present Fraud
What it means: The customer claims they didn't authorize the charge (card wasn't physically present at time of payment).
Document(s) needed:
Signed work order or service authorization
Confirmation email sent to cardholder
Proof of service delivery (invoice, completion documentation)
Record of previous non-disputed payments
CVV/CVC check result if applicable
4550 - Services Not Provided
What it means: The customer claims the auto glass work was never performed.
Document(s) needed:
Confirmation email
Proof the cardholder received the service at the agreed date and time (signed work order, photos)
Communication with the cardholder after payment
Proof the cardholder did not try to contact you to resolve the issue (empty email/text queue screenshot)
4553 - Not as Described
What it means: The customer claims the work was not completed as agreed or promised.
Document(s) needed:
Proof the cardholder did not try to contact you to resolve the problem
Proof the service was performed as described (before/after photos, technician report)
Proof the cardholder accepted or used the service
4555 - Services Cancelled
What it means: The customer claims they cancelled the appointment before work was done.
Document(s) needed:
Proof the cardholder received and agreed to your cancellation policy at the time of booking
Proof services were rendered between booking and claimed cancellation date
Proof the cardholder did not try to contact you to cancel (empty email or text queue screenshot)
4557 - Paid by Other Means
What it means: The customer claims insurance or another payment method already covered the job.
Document(s) needed:
Invoice confirming single transaction with a unique transaction ID
Proof no other payment was applied
Communication confirming payment terms
Proof of refund if applicable
4558 - Credit Not Processed
What it means: The customer says a promised refund was never issued.
Document(s) needed:
Proof that a credit or reversal you issued was not processed by the issuer
Proof the cardholder has no right to a refund under your written policy
4590 - Duplicate Transaction
What it means: The customer claims they were billed twice for the same job.
Document(s) needed:
Documentation for two separate transactions showing they are distinct (different dates, job types, vehicle, etc.)
If only one transaction occurred: documentation confirming the single transaction and that no other transaction was processed
Proof of refund if applicable
🟣 Klarna
⚠️ Klarna works differently from other card schemes. Read this section carefully - the dispute flow has two distinct stages, and missing the first one means you lose the ability to defend at all.
How the Klarna Dispute Flow Works
Klarna disputes go through two stages before money is taken from your account:
Stage 1 - Dispute Notification (you must act here first)
When a customer raises a complaint through Klarna, you receive a Dispute Notification - an RFI tagged with [NOTIFICATION]. This is Klarna giving you a chance to resolve the issue directly with the customer before it becomes a formal dispute.
You have 21 days to contact the customer and resolve the complaint
You cannot submit defense documents at this stage - this is a resolution window only
Once resolved, ask the customer to close the complaint in the Klarna app. If they don't, Klarna may still escalate it even if you resolved it
💡 Important: If the customer closes the complaint in the Klarna app, the dispute ends here. If they don't or if you can't reach a resolution it escalates to Stage 2.
Stage 2 - Request for Information (your only chance to defend)
If the complaint isn't resolved in Stage 1, Klarna sends a formal Request for Information (RFI). This is your one and only opportunity to submit defense documents.
You have one attempt to submit all documents - there is no second chance
If you don't respond in time, or Klarna rejects your defense, a chargeback is booked and cannot be appealed
All defense documents must be submitted as PDF only (no JPG or TIFF)
Maximum 4 pages per defense document
Response deadlines at RFI stage:
Reason Code | Deadline |
| 14 days from RFI |
| 7 days from RFI |
| 96 hours from RFI |
⚠️ unauthorized_purchase and high_risk_order skip the 21-day notification window entirely and escalate to RFI almost immediately (within hours or days). Treat these as urgent.
Klarna Reason Codes
goods_not_received - Service Was Not Provided
What it means: The customer claims the windshield repair or replacement was never completed.
Stage 1 - Try to resolve directly: Contact the customer. If the service was completed, share proof (photos, confirmation, work order). Ask them to close the complaint in the Klarna app.
Stage 2 - RFI documents needed (PDF only):
Confirmation email sent to the customer
Proof the customer received the service at the agreed date and time (signed work order, technician notes, completion photos)
Communication with the customer after the payment
Proof the customer did not attempt to contact you to resolve the issue (screenshot of empty email inbox or text queue with their details)
faulty_goods - Unsatisfied with Quality of Service
What it means: The customer claims the repair or replacement was defective or not up to standard.
Stage 1 - Try to resolve directly: Reach out to the customer. If there's a legitimate quality concern, consider offering a remedy (re-inspection, correction). Ask them to close the complaint in the Klarna app once resolved.
Stage 2 - RFI documents needed (PDF only):
Invoice and description of the service performed
Proof the customer received your cancellation/return policy and agreed to it at the time of booking (screenshot — do not link to a webpage)
Proof the service was performed as described (before/after photos, technician report, signed work order)
Proof the customer did not try to contact you to resolve the issue (screenshot of empty email or text queue with their details)
already_paid - Insurance or Another Method Already Covered It
What it means: The customer claims the job was already paid for through insurance or a different payment method.
Stage 1 - Try to resolve directly: Confirm with the customer whether another payment was received. If it was, issue a refund or credit as appropriate.
Stage 2 - RFI documents needed (PDF only):
Invoice confirming the transaction and amount
Proof that no other payment was received for this job
Any communication confirming the payment arrangement with the customer
Proof of refund if a credit was already issued
incorrect_invoice - Invoice Amount or Details Are Wrong
What it means: The customer disputes the charged amount or claims the invoice doesn't match what was agreed.
Stage 1 - Try to resolve directly: Review the invoice with the customer. If there was a billing error, correct it and issue an adjusted invoice or partial refund.
Stage 2 - RFI documents needed (PDF only):
Proof the customer agreed to the settled amount (signed estimate or work order)
Documentation showing the charged amount matches the agreed scope of work
Proof of refund if a partial credit was issued
return - Customer Claims They Cancelled the Job
What it means: The customer says they cancelled the appointment or service.
⚠️ The resolution window for return-related disputes is 7 days (not 21).
Stage 1 - Try to resolve directly: Confirm whether a cancellation was requested and whether it was within your cancellation policy window. If services were already rendered, share proof.
Stage 2 - RFI documents needed (PDF only):
Proof the customer received and agreed to your cancellation policy at booking (screenshot of policy)
Proof services were rendered up to the claimed cancellation date (signed work order, photos, completion notes)
Proof the customer did not contact you to cancel before services were performed (empty email or text queue screenshot)
partial_return - Customer Claims Only Part of the Service Was Completed
What it means: The customer says the job was only partially done and wants a partial refund.
⚠️ The resolution window for partial return disputes is 7 days (not 21).
Stage 1 - Try to resolve directly: Review what was completed vs. what was billed. If there's a legitimate shortfall, consider issuing a partial credit.
Stage 2 - RFI documents needed (PDF only):
Invoice and breakdown of services performed
Proof the full scope of work was completed (signed work order, before/after photos, technician notes)
Communication confirming the customer accepted the completed work
unauthorized_purchase - Customer Claims They Didn't Authorize the Charge
What it means: The customer says they never authorized the Klarna payment for the service.
⚠️ This escalates to RFI within days - respond immediately.
Stage 1 - Try to resolve directly: This stage is very short. Contact the customer urgently to verify whether there was a misunderstanding.
Stage 2 - RFI documents needed (PDF only, within 7 days):
Signed work order or service authorization form
Confirmation email sent to the customer's email address
Proof you provided the service (invoice, completion documentation)
Record of any prior jobs or payments with the same customer
Any communication where the customer acknowledged the appointment or payment
high_risk_order - Order Flagged as High Risk by Klarna
What it means: Klarna's fraud system flagged the transaction. This replaced the old "stop request" email flow.
⚠️ This escalates to RFI within hours. Stop or hold the service immediately if not yet completed, and respond without delay.
Stage 2 - RFI documents needed (PDF only, within 96 hours):
Signed work order or service authorization
Confirmation email sent to the customer
Proof of service completion (if already performed)
Any identity verification or communication confirming the customer authorized the job
📋 Quick Reference: Documents by Scenario
Dispute Scenario | Key Document(s) Needed |
"I never got my windshield replaced" | Signed work order • Completion photos • Confirmation email • Post-service communication |
"I didn't authorize this charge" | Signed authorization/work order • Confirmation email • Prior payment history • CVV check result |
"The work was done wrong" | Before/after photos • Technician report • Signed work order • Empty contact queue showing they never reached out |
"I cancelled the appointment" | Signed cancellation policy • Proof service was rendered • Empty contact queue |
"Insurance already paid" / "I was charged twice" | Invoice with unique transaction ID • Proof no other payment was received • Communication confirming payment terms |
"My refund was never issued" | Proof of your refund policy • Evidence refund was submitted but not processed by the issuer |
Klarna: "I never got my windshield replaced" | Resolve in 21 days via direct contact → If escalated: Confirmation email • Signed work order • Completion photos • Empty contact queue |
Klarna: "The work was bad quality" | Resolve in 21 days → If escalated: Before/after photos • Technician report • Signed work order • Empty contact queue |
💡 Tips for Winning Disputes
Always get a signed work order. This is your single most powerful document across every scheme and reason code.
Send a confirmation email every time. Even a simple "Your appointment is confirmed for [date/time]" creates a paper trail.
Take before and after photos. Especially important for quality-of-service disputes (13.3, 4853, C31, 4553).
Respond immediately - don't wait until the deadline. Late responses are automatically lost.
Show proof they didn't reach out. A screenshot of an empty email thread or text queue with the customer's info is one of the most effective defense documents.
Know your timeframes. Visa (9–18 days from NoC) is the tightest window for card schemes. Discover (25 days from NoC) gives the most time.
For Klarna: always ask the customer to close the complaint in the Klarna app once you've resolved it. If they don't, Klarna may still escalate the dispute even if the issue is settled.