⚠️ 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. |
📊 Most Common Dispute Reason Codes by Scheme
Scheme | % of Total |
Mastercard | 63% |
Visa | 22% |
Klarna | 12% |
Discover | 2% |
Amex | 1% |
📈 Top reason codes overall
Reason | % of Disputes | Defendable? |
Card Not Present Fraud | 35% | ❌ No - fraud notification only |
No Cardholder Authorization | 26% | ✅ Yes (when it reaches Chargeback stage) |
Fraudulent Use of Account Number | 6% | ❌ No - fraud notification only |
Klarna: Unauthorized Purchase | 6% | ✅ Yes (at RFI stage) |
Issuer Reported Counterfeit | 5% | ❌ No - fraud notification only |
Not as Described or Defective | 5% | ✅ Yes |
Other Fraud – Card Absent Environment | 3% | ❌ No - fraud notification only |
Klarna: Incorrect Invoice | 2% | ✅ Yes (at RFI stage) |
Klarna: Faulty Good | 2% | ✅ Yes (at RFI stage) |
Merchandise / Services Not Received | 1% | ✅ Yes |
Your most actionable disputes (where you can fight back)
Reason Code | Scheme | % of All Defendable Disputes |
No Cardholder Authorization (4837) | Mastercard | 64% |
Unauthorized Purchase | Klarna | 14% |
Merchandise / Services Not Received (13.1) | Visa | 7% |
Goods and Services Not Received (C08) | Amex | 7% |
Incorrect Invoice | Klarna | 7% |
🔵 Visa
Response deadline: 9 days (expedited) or 18 days from receiving the NoC
13.1 - Merchandise / Services Not Received
What it means: The customer claims the windshield repair or replacement was never completed.
Documents 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 or text queue
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.
Documents needed:
Proof that the cardholder did not try to contact you to resolve the problem (screenshot of an empty email or text queue)
Proof that the service was performed as described (before/after photos, technician report, signed work order)
Proof that the cardholder used or accepted the service
13.7 - Cancelled Merchandise/Services
What it means: The customer claims they cancelled the job or appointment before it was completed.
Documents 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 did not try to contact you to cancel e.g., screenshot of an empty email or text queue
10.4 - Other Fraud: Card-Absent Environment
What it means: The customer claims they did not authorize the payment. This typically arrives as a non-defendable fraud notification, but may occasionally reach Chargeback stage.
Documents 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)
Record of previous non-disputed payments from the same customer
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.
Documents 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)
🔴🟠 Mastercard
Response deadline: 18 days from RFI
4837 - No Cardholder Authorization
What it means: The customer claims they did not authorize the charge.
Documents 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
4860 - Credit Not Processed
What it means: The customer claims a promised refund was never issued.
Documents needed:
Proof that a credit or reversal you issued was not processed by the issuing bank
Proof the cardholder has no right to a refund under your written refund policy
Copy of your refund/cancellation policy that was presented to the customer at the time of booking
4853 - Cardholder Dispute: Defective / Not as Described
What it means: The customer is unhappy with the quality or result of the repair/replacement.
Documents needed:
Proof that the cardholder did not try to contact you to resolve the problem (screenshot of an empty email or text queue)
Proof that the service was as described (before/after photos, technician notes)
Proof that the cardholder accepted or used the service
4863 - Cardholder Does Not Recognize
What it means: The customer says they don't recognize the charge on their statement.
Documents 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
4834 - Duplicate Processing
What it means: The customer claims they were billed twice
Documents 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
🟦 American Express (AMEX)
Response deadline: 20 days from RFI
C04 — Duplicate Billing
What it means: The customer claims they were charged twice for the same job, or that insurance or another payment method already covered it.
Documents 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 (different dates, vehicle, scope of work)
Proof that no other form of payment was applied to this transaction
Communication with the cardholder confirming the payment terms
Proof of refund if a credit was already issued
C08 - Goods / Services Not Received or Only Partially Received
What it means: The customer says the glass repair or replacement was never completed.
Documents 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
F24 - No Cardmember Authorization
What it means: The customer claims the charge was not authorized.
Documents 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
C31 - Goods / Services Not as Described
What it means: The customer is unhappy with the quality or result of the repair.
Documents needed:
Proof the cardholder did not try to contact you to resolve the issue (screenshot of an empty email or text queue)
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
4550 - Services Not Provided
What it means: The customer claims the auto glass work was never performed.
Documents 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 (screenshot of an empty email or text queue)
4553 - Not as Described
What it means: The customer claims the work was not completed as agreed or promised.
Documents 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.
Documents 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 (screenshot of an empty email or text queue)
4590 - Duplicate Transaction
What it means: The customer claims they were billed twice for the same job.
Documents 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 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
For return-related disputes, the window is shorter: 7 days
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 — they escalate to RFI almost immediately (within hours or days). Treat these as urgent.
Klarna Reason Codes
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
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, within 14 days):
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 / partial_return - Customer Claims They Cancelled or That the Job Was Incomplete
What it means: The customer says they cancelled the appointment, or that the job was only partially completed.
⚠️ 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 fell within your cancellation policy. If services were already rendered, share proof with the customer.
Stage 2 - RFI documents needed (PDF only, within 14 days):
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)
Invoice and breakdown of services performed (for partial return claims)
Proof the customer did not contact you to cancel before services were performed (screenshot of an empty email or text queue)
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, within 14 days):
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 an empty email or text queue)
goods_not_received - Service Was Not Provided
What it means: The customer claims the windshield repair or replacement purchase was never made.
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, within 14 days):
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 an empty email or text queue)
already_paid - Another Method Already Covered It
What it means: The customer claims the job was already paid with 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, within 14 days):
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
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
💡 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/text every time. Even a simple "Your appointment is confirmed for [date/time]" creates an electronic 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 or text queue 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.
Need Help?
If you have questions about a specific dispute or need help managing them in Omega EDI, refer to the article Managing Disputes in OmegaPay or contact support@omegaedi.com.