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Understanding Chargeback Reason Codes

When a customer disputes a payment, the card scheme or payment provider assigns a reason code. This article explains why the dispute was raised and helps you prepare the right defense.

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Written by Shawn Peterson
Updated over 2 weeks ago

⚠️ Always respond within the timeframe, and provide evidence such as signed work orders, proof of service completion, photos, etc.

Key terms used in this guide:

  • RFI (Request for Information): The stage when the scheme or payment provider asks you to submit evidence to defend a dispute.

  • NoC (Notice of Chargeback): A formal notification from the scheme that a chargeback has been raised. The countdown to your response deadline starts here.

Visa

Timeframe to respond: 30 days from RFI

  • 10.4 – Customer says they didn’t authorize the payment
    • Timeframe: 30 days from RFI
    • Defense Requirements

  • 11.3 – Payment processed without valid approval
    • Timeframe: 30 days from RFI
    • Defense Requirements

  • 12.6 – Customer claims double billed or insurance already paid
    • Timeframe: 30 days from RFI
    • Defense Requirements

  • 13.1 – Customer says service was never provided
    • Timeframe: 30 days from RFI
    • Defense Requirements

  • 13.2 – Customer says they canceled the job
    • Timeframe: 30 days from RFI
    • Defense Requirements

  • 13.3 – Customer unhappy with service quality / not as promised
    • Timeframe: 30 days from RFI
    • Defense Requirements

  • 13.6 – Refund not issued when promised
    • Timeframe: 30 days from RFI
    • Defense Requirements

Mastercard

Timeframe to respond: 18 days from RFI

  • 4837 – Customer says they didn’t authorize the service
    • Timeframe: 18 days from RFI
    • Defense Requirements

  • 4834 – Duplicate charge or already paid by insurance
    • Timeframe: 18 days from RFI
    • Defense Requirements

  • 4849 – Customer claims service not completed
    • Timeframe: 18 days from RFI
    • Defense Requirements

  • 4853 – Customer unhappy with quality or result
    • Timeframe: 18 days from RFI
    • Defense Requirements

  • 4860 – Refund not processed as expected
    • Timeframe: 18 days from RFI
    • Defense Requirements

  • 4863 – Customer does not recognize the transaction
    • Timeframe: 18 days from RFI
    • Defense Requirements

American Express (AMEX)

Timeframe to respond: 20 days from RFI

Discover

Timeframe to respond: 25 days from receiving the NoC

  • 4540 – Customer says payment unauthorized (fraudulent transaction)
    • Timeframe: 25 days from NoC
    • Defense Requirements

  • 4542 – Payment processed without valid approval
    • Timeframe: 25 days from NoC
    • Defense Requirements

  • 4550 – Customer claims service not completed
    • Timeframe: 25 days from NoC
    • Defense Requirements

  • 4553 – Customer unhappy with quality of service
    • Timeframe: 25 days from NoC
    • Defense Requirements

  • 4555 – Customer says they canceled the job
    • Timeframe: 25 days from NoC
    • Defense Requirements

  • 4557 – Customer says insurance/cash already paid
    • Timeframe: 25 days from NoC
    • Defense Requirements

  • 4558 – Refund not processed
    • Timeframe: 25 days from NoC
    • Defense Requirements

  • 4590 – Duplicate charge claimed
    • Timeframe: 25 days from NoC
    • Defense Requirements

Klarna

Pre-RFI dispute window: 21 days with shopper before RFI
​Timeframe to respond (after RFI): varies by reason code

  • goods_not_received – Customer says service not provided
    • Timeframe: 14 days from RFI
    • Defense Requirements

  • faulty_goods – Customer unhappy with work quality
    • Timeframe: 14 days from RFI
    • Defense Requirements

  • already_paid – Customer says already paid by insurance or cash
    • Timeframe: 14 days from RFI
    • Defense Requirements

  • incorrect_invoice – Invoice incorrect (amount/items)
    • Timeframe: 14 days from RFI
    • Defense Requirements

  • unauthorized_purchase – Customer says payment unauthorized
    • Timeframe: 7 days from RFI
    • Defense Requirements

  • high_risk_order – Order flagged as high risk
    • Timeframe: 96 hours from RFI
    • Defense Requirements

  • return – Customer says they returned or canceled
    • Timeframe: 14 days from RFI
    • Defense Requirements

  • partial_return – Customer says they partially returned
    • Timeframe: 14 days from RFI
    • Defense Requirements

  • communication_issue – Customer disputes due to lack of communication
    • Timeframe: 14 days from RFI
    • Defense Requirements

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