⚠️ 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 Requirements11.3 – Payment processed without valid approval
• Timeframe: 30 days from RFI
• Defense Requirements12.6 – Customer claims double billed or insurance already paid
• Timeframe: 30 days from RFI
• Defense Requirements13.1 – Customer says service was never provided
• Timeframe: 30 days from RFI
• Defense Requirements13.2 – Customer says they canceled the job
• Timeframe: 30 days from RFI
• Defense Requirements13.3 – Customer unhappy with service quality / not as promised
• Timeframe: 30 days from RFI
• Defense Requirements13.6 – 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 Requirements4834 – Duplicate charge or already paid by insurance
• Timeframe: 18 days from RFI
• Defense Requirements4849 – Customer claims service not completed
• Timeframe: 18 days from RFI
• Defense Requirements4853 – Customer unhappy with quality or result
• Timeframe: 18 days from RFI
• Defense Requirements4860 – Refund not processed as expected
• Timeframe: 18 days from RFI
• Defense Requirements4863 – Customer does not recognize the transaction
• Timeframe: 18 days from RFI
• Defense Requirements
American Express (AMEX)
Timeframe to respond: 20 days from RFI
F24 – Customer says payment unauthorized
• Timeframe: 20 days from RFI
• Defense RequirementsC04 – Customer says service not provided
• Timeframe: 20 days from RFI
• Defense RequirementsC08 – Customer says work not completed
• Timeframe: 20 days from RFI
• Defense RequirementsC14 – Customer says insurance/cash already paid
• Timeframe: 20 days from RFI
• Defense RequirementsC18 – Refund not processed
• Timeframe: 20 days from RFI
• Defense RequirementsC31 – Customer unhappy with quality
• Timeframe: 20 days from RFI
• Defense Requirements
Discover
Timeframe to respond: 25 days from receiving the NoC
4540 – Customer says payment unauthorized (fraudulent transaction)
• Timeframe: 25 days from NoC
• Defense Requirements4542 – Payment processed without valid approval
• Timeframe: 25 days from NoC
• Defense Requirements4550 – Customer claims service not completed
• Timeframe: 25 days from NoC
• Defense Requirements4553 – Customer unhappy with quality of service
• Timeframe: 25 days from NoC
• Defense Requirements4555 – Customer says they canceled the job
• Timeframe: 25 days from NoC
• Defense Requirements4557 – Customer says insurance/cash already paid
• Timeframe: 25 days from NoC
• Defense Requirements4558 – Refund not processed
• Timeframe: 25 days from NoC
• Defense Requirements4590 – 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 Requirementsfaulty_goods – Customer unhappy with work quality
• Timeframe: 14 days from RFI
• Defense Requirementsalready_paid – Customer says already paid by insurance or cash
• Timeframe: 14 days from RFI
• Defense Requirementsincorrect_invoice – Invoice incorrect (amount/items)
• Timeframe: 14 days from RFI
• Defense Requirementsunauthorized_purchase – Customer says payment unauthorized
• Timeframe: 7 days from RFI
• Defense Requirementshigh_risk_order – Order flagged as high risk
• Timeframe: 96 hours from RFI
• Defense Requirementsreturn – Customer says they returned or canceled
• Timeframe: 14 days from RFI
• Defense Requirementspartial_return – Customer says they partially returned
• Timeframe: 14 days from RFI
• Defense Requirementscommunication_issue – Customer disputes due to lack of communication
• Timeframe: 14 days from RFI
• Defense Requirements