Reason codes are assigned to the chargeback and dispute by the deciding authority (for example, the issuing bank or PayPal team). They are a standardized list of reasons why a chargeback or dispute may be initiated, and define the issue that triggered the process.

There are many separate sets of reason codes. Reach has aggregated these separate lists into a single comprehensive set for you to refer to when submitting evidence.

Categories and reason codes

This section covers Reach's set of reason codes, organizing them into one of three categories: consumer complaints, fraud, and processing disputes.

Select a reason code to view the required evidence you will need to build a strong representment.

Category	Reason Code
Consumer complaint	Cancelled Recurring Transaction Cardholder Cancelled Merchandise/Services Counterfeit Merchandise Credit not Processed Defective/Not as Described Goods/Services Not Received Goods/Services Returned or Refused Misrepresentation No description of mail order, telephone order, or internet charge Reversal RFI Not Responded to RFI Response Insufficient
Fraud	Card Absent Fraud Cardholder Does Not Recognise Counterfeit Card Ecom transaction was not done by the cardholder and without their permission Full Recourse No Cardholder Authorization No description of mail order, telephone order, or internet charge Processing Error = incorrect transaction amount, account number, altered voucher. Used a card that was declared as lost/stolen by the cardholder
Processing dispute	Declined Authorization Duplicate Processing Incorrect Currency Incorrect Currency/Credit Posted as Debit Incorrect Transaction Code Paid By Other Means Processing Error = incorrect transaction amount, account number, altered voucher. Transaction Error

Consumer complaint

Evidence for consumer complaints needs to demonstrate authorization or agreement, provide detailed descriptions that match what was provided to the customer, and clearly state refund/return policies. The accuracy in the delivery information can significantly impact the outcome of a dispute. With this chargeback type, the supplier must prove that the customer is not entitled to a refund.

Cancelled Recurring Transaction

Essential Required Evidence	Purpose
Agreement to Auto-Renewal Terms	Proof (e.g., a screenshot) that the customer explicitly agreed to the subscription and auto-renewal terms during the initial checkout. It establishes authorization for the disputed charge.
Copy of Cancellation Policy	The exact excerpt from the Terms of Service (ToS) or Subscription Agreement outlining the required method (e.g., must call, must email) and required timing (e.g., 5 days before renewal date) for cancellation.
Proof of Non-Cancellation	System logs or communication records demonstrating that the customer failed to follow the required cancellation procedure or initiated the cancellation after the disputed billing date.
Renewal Notification	Highly recommended: A copy of any email or in-app notification sent to the customer before the disputed charge, reminding them of the upcoming renewal. This counters claims of being unaware of the charge.
Usage After Cancellation	If applicable, provide logs showing the customer continued to access or use the subscription service after the claimed cancellation date.

Cardholder Cancelled Merchandise/Services

Essential Required Evidence	Purpose
Cancellation Policy and Agreement	Provide the exact excerpt from the supplier's Terms of Service (ToS) or cancellation policy that the customer agreed to at checkout. The excerpt must clearly state the cancellation window, method, and associated fees.
Proof of Timeliness	Provide documentation (e.g., system logs, emails) showing the customer missed the stated cancellation deadline or failed to follow the agreed-upon procedure (if the policy was valid at the time of the charge).
Service Provision Log	If the supplier delivered the service before the claimed cancellation, provide logs showing the customer accessed or used the service during the disputed period.
Communication Records	Provide any correspondence showing the supplier acknowledged the cancellation request and provided the customer with instructions or confirmation of the status (e.g., confirming the policy was missed, or confirming the cancellation date).
Refund Offer (If Applicable)	If the customer was entitled to a partial refund based on the date of cancellation, provide documentation that the refund was processed (or offered and refused).

Counterfeit Merchandise

Essential Required Evidence	Purpose
Official Supplier or Licensing Proof	Documentation (e.g., invoices, authentication certificates, supplier agreements) proving that the supplier acquired the product directly from the manufacturer or an authorized distributor.
Detailed Product Description and Images	Screenshots of the product page (website) at the time of purchase, including clear images and language that accurately describes the item, especially regarding its authenticity or brand status.
Proof of Product Integrity	Inventory logs, internal QC (Quality Control) photos, or serial number verification demonstrating that the specific item sold to the customer was genuine and matched your inventory records.
Remediation Offer	Communication records show that the supplier offered the customer a repair, exchange, or refund upon the item's return. This counters the claim that the supplier failed to resolve the issue.
Return Policy Agreement	Excerpt from the Terms of Service (ToS) demonstrating that the customer agreed to the policy requiring that they return the defective or counterfeit item to the supplier for inspection and refund.

Credit not Processed

Essential Required Evidence	Purpose
Proof of Refund Processing	System records or transaction logs showing that the supplier formally processed the refund, including the date, amount, and the Acquirer Reference Number (ARN).
Date of Credit vs. Chargeback Filing	Proof that the supplier initiated the refund before the customer filed the chargeback or within the time required by the supplier's return/refund policy.
Customer Communication of Refund	Email or chat logs where the supplier confirmed the refund was processed and advised the customer on the typical timeframe (e.g., 5–10 business days) for the funds to reflect in their bank account.
Policy Justification (If Partial/Denied)	If the customer received a partial refund or the full refund was denied, provide the relevant Terms of Service (ToS) excerpt justifying the amount (e.g., restocking fee, service usage fee).
Confirmation of Refund Status	Documentation confirming the refund status with the processor shows it was not rejected, failed, or reversed, but was successfully settled.

Defective/Not as Described

Essential Required Evidence	Purpose
Screenshot of Product Listing	A screenshot of the supplier's website at the time of purchase, clearly showing the text, specifications, and images used to describe the item. You can use this screenshot to prove that the product delivered matched what was advertised.
Remediation Communication	Records of all correspondence (email, chat, tickets) in which the supplier offered the customer a repair, exchange, or refund upon the item's return prove that the supplier acted in good faith to resolve the issue.
Return/Refund Policy and Agreement	The Terms of Service (TOS) excerpt demonstrates that the customer agreed to the policy requiring them to return the defective item for inspection and refund.
Proof of Usage/Service	For services or digital goods, provide system logs showing the customer accessed the service, used it, or used the physical product extensively before filing the claim.
Item's Condition upon Return	If the customer returned the item, provide photos or internal documentation showing the merchandise's condition when the customer returned the item to the warehouse.

Goods/Services Not Received

Essential Required Evidence	Purpose
Proof of Delivery (POD) Confirmation	Signature confirmation, carrier-provided photo POD, or geographical delivery scan data showing the item reached the address provided in the transaction.
Official Carrier Tracking Link	A direct, verifiable link to the official carrier's website (e.g., FedEx, UPS, DHL) showing the complete tracking history and delivery status. Aggregator tracking links are insufficient proof.
Fulfillment Documentation	Shipping manifest records and internal system logs proving the supplier shipped the item on time to the customer's provided address.
Terms of Service (TOS) Agreement	Excerpt from the ToS that shows the customer agreed to the shipping terms, including estimated delivery windows or liability after the package has been marked as delivered.
Communication Logs	Correspondence (emails, chat logs) showing that the supplier communicated the tracking number and confirmed the expected delivery date to the customer.

Goods/Services Returned or Refused

Essential Required Evidence	Purpose
Return/Refund Policy and Agreement	The Terms of Service (ToS) excerpt demonstrates that the customer explicitly agreed to the return policy (e.g., customer must return the unopened item within 30 days).
Proof of Refusal Justification	Records that prove the supplier justifiably refused the return based on the agreed-upon policy (e.g., the customer initiated the return after the return window closed, or the customer damaged the item returned).
Carrier Tracking of Return Attempt	The tracking number and history for the attempted return show the date the item reached the supplier's location or the date the carrier denied the return attempt.
Customer Communication	Correspondence (emails, chat logs) detailing the customer's request for a return, the supplier's instructions for the return, and the subsequent communication regarding the status or refusal of the refund.
Inventory/Inspection Proof (If applicable)	Internal documentation shows the supplier inspected the item upon receipt and details why the return did not qualify for a refund under the stated policy (e.g., the customer used the item, missing components, or past the restocking period).

Misrepresentation

Essential Required Evidence	Purpose
Complete Product Description (At Time of Sale)	A screenshot of the supplier's website, marketing copy, and advertisements relevant to the disputed item when the shopper placed the order. It proves that the delivered product matched the features and qualities promised to the customer.
Proof of Delivery and Integrity	Photos of the product/packaging before shipment and/or secure Proof of Delivery (POD) demonstrate that the supplier fulfilled the order for the correctly described item.
Policy Agreement	An excerpt from the Terms of Service (ToS) showing that the customer agreed that all descriptions are subject to the supplier's interpretation and terms of sale.
Remediation Offer	Communication records show that the supplier offered a repair, exchange, or refund upon returning the merchandise. This counters the claim that the supplier refused to acknowledge or resolve the complaint in good faith.
System/Usage Logs (for services)	Logs showing the customer accessed or used the service allegedly misrepresented weaken their claim that the product was unusable or completely different from the description.

No description of mail order, telephone order, or internet Charge

Essential Required Evidence	Purpose
Transaction Records Showing E-commerce Coding	System logs or payment gateway records prove the transaction was correctly processed and submitted to the card network with the proper E-commerce Indicator or Card-Not-Present (CNP) code.
IP Address and Device ID	Documentation showing the customer placed the order from a computer or device, confirming the transaction occurred in a Card-Absent environment.
Order Confirmation Email	After the purchase, a copy of the confirmation email is sent immediately to the customer. This is standard procedure for online sales and confirms the CNP channel.
Shipping/Fulfillment Documentation	Proof that the item was shipped (physical goods) or provisioned (digital goods) rather than handed over at a physical location, further confirming the CNP nature.
Terms of Service (TOS) Agreement	An excerpt from the ToS shows that the customer agreed to online purchase terms, which inherently confirms that the transaction was not card-present.

Reversal

The reversal reason code often appears during the second stage of a dispute when the issuing bank files a chargeback against the supplier (after the supplier had successfully won the initial reversal). The core defense is proving that the first reversal was correct.

Essential Required Evidence	Purpose
Original Representment Package	The complete and compelling evidence package that led to the initial chargeback reversal. You must resubmit the original representment package to defend the case again.
Proof of Initial Win/Reversal	Acquiring bank/processor documentation confirms the date and reason when they returned the funds to the supplier in the first cycle.
New Argument Analysis	Analysis of the issuer's new argument/reason for filing the reversal. A strong written rebuttal is required to show why the original evidence still stands or why the issuer's latest claim is invalid.
Internal Communication Logs	Document all communications with the customer since the initial reversal. Use the internal communication logs to prove that no additional issues have arisen that would warrant a new chargeback.
Original Transaction Validity	To confirm the transaction's initial legitimacy, collect all original records, including Proof of Delivery (POD), AVS/CVV data, and the Terms of Service (TOS) agreement.

RFI Not Responded to

This chargeback is unique because it is typically filed as a processing error or non-compliance when the supplier (or the acquiring bank) fails to submit the requested documentation (sales draft/invoice) within the required timeframe after receiving the initial Request For Information (RFI) or retrieval request.

Essential Required Evidence	Purpose
Proof of Timely Submission (Internal)	System logs or documentation from your payment processor (e.g., Reach's platform) showing that you submitted the required documents and met the deadline on the supplier side proves that the failure lies elsewhere (with the acquirer or scheme).
Clear, Legible Original Documents	The original requested sales draft, invoice, or receipt. This documentation must be pristine and contain all transaction details.
Written Rebuttal	A detailed explanation outlining when and how the supplier provided the requested documentation to the payment processor, arguing that the acquirer or scheme should reverse the chargeback because the supplier submitted the required information on time.
Acquirer/Processor Correspondence	Any emails or correspondence with the acquirer or processor showing a technical error or miscommunication prevented the timely submission of the documents to the issuing bank.

RFI Response Insufficient

The acquirer or scheme files the chargeback when the supplier responds to the initial Request for Information (RFI) or retrieval request, but the documentation provided is deemed inadequate, illegible, or fails to properly address the specific details of the cardholder's dispute.

Essential Required Evidence	Purpose
Complete, Formatted Re-Submission	The supplier must resubmit all previously requested documents (sales draft, invoice, tracking) in a clear, high-resolution, and easy-to-read format (e.g., PDF).
Annotated Evidence & Summary	A detailed written rebuttal that systematically addresses each point of the cardholder's original dispute and clearly explains how the attached documentation refutes that claim.
Proof of Specific Detail	If the acquirer or scheme deems the initial response insufficient because it lacked a specific item (e.g., the customer's signature or AVS result), the crucial document must be included and explicitly pointed out in the rebuttal.
Legibility Confirmation	A statement confirming that all documents are not blurry, too small, or in a foreign language, addressing the common reasons why evidence is deemed insufficient.
Usage/Login Confirmation	For digital goods or services, provide system logs proving the customer used the product/service after the transaction date, which were likely missing from the initial response.

Fraud

When a cardholder claims they did not approve a transaction, it is crucial to determine why they believe this. Fraud reason codes help explain why customers challenge charges they did not authorize. Knowing these codes is essential for effectively handling chargebacks and maintaining the trust and security of payment systems. Fraud chargebacks require you to provide compelling evidence that the cardholder authorized the transaction; without this evidence, you have a low chance of success.

Card Absent Fraud

Essential Required Evidence	Purpose
3D Secure (SCA) Data	Liability shift proof: Documentation showing that 3D Secure (Strong Customer Authentication) successfully authenticated the transaction, transferring the financial liability for fraud from the supplier to the issuing bank.
Identity Verification Data (AVS/CVV)	Proof of a positive AVS match (Address Verification Service) and successful CVV/CVC verification at the time of purchase demonstrates that the criminal had access to confidential card details beyond just the card number.
Locational & Device Correlation	The rebuttal should clearly show that the purchasing device's IP Address, Device ID, and geolocation data align with the billing address country or match the cardholder's previous undisputed purchase locations.
Usage History & Pattern	Records of at least two previous, undisputed purchases made by the same customer account or using the same card/device. These records establish a pattern of authorized behavior.
Digital Fulfillment/Usage Logs	For digital goods/services, provide system logs showing the customer accessed the created account, downloaded content, or used services after the purchase. These logs counter the claim that the transaction was entirely fraudulent.
Shipping Address Consistency	For physical goods, provide proof that the supplier shipped the item to the billing address or a previously verified, undisputed address on file. Shipping to a newly added, high-risk address is a major red flag.

Cardholder Does Not Recognise

This code is often called "friendly fraud" or simply "customer confusion." When the cardholder sees an unfamiliar name on their bank statement, they immediately dispute it as fraudulent. Defense relies on making the transaction easily recognizable and proving a connection to the customer.

Essential Required Evidence	Purpose
Merchant Descriptor Proof	A screenshot showing the exact name or descriptor on the customer's bank statement. Provide documentation that links this official descriptor to your recognizable brand name or website URL.
Clear Order Confirmation	A copy of the order confirmation email the supplier sent to the customer immediately after purchase clearly ties your recognizable brand name to the purchase date and amount.
Customer Usage History	Records showing that the customer made previous, undisputed transactions with the same payment card and account, establishing a pattern of authorized behavior.
IP and Device Correlation	IP Address and Device ID used for the purchase, proving consistency with their billing address or typical access location.
Account Login/Activity Log	For services/digital goods, provide system logs showing the customer logged in and accessed the product or service after initiating the dispute.
Communication Records	Any past or current correspondence with the customer regarding the disputed product to prove they are familiar with the item and the supplier.

Counterfeit Card

While this reason code corresponds to Card-Present (in-store) transactions, issuers sometimes misfile it when reporting Card-Not-Present (ecommerce) fraud. The evidence you submit must prove that the transaction was conducted as a Card-Not-Present purchase, then prove that the cardholder authorized it.

This chargeback requires the same evidence standards as No Cardholder Authorization and Cardholder Does Not Recognise.

Essential Required Evidence	Purpose
Transaction Records Showing CNP Coding	Provide the system logs confirming the transaction was submitted with the proper E-commerce Indicator or Card-Not-Present (CNP) code. This corrects the issuer's misfiling of the dispute code.
3D Secure (SCA) Data	Liability shift proof: Provide documentation proving 3D Secure successfully authenticated the transaction. This evidence is your strongest defense against fraud liability in the ecommerce environment.
Identity Verification Data (AVS/CVV)	Proof of a positive AVS match and a successful CVV/CVC verification. This demonstrates that the person placing the order knew the confidential details of the card.
Locational & Device Correlation	The purchasing device's IP Address, Device ID, and geolocation data must be provided. The evidence must show that the device's location aligns with the billing address country or a previous authorized location.
Usage History & Pattern	Provide records of at least two previous, undisputed purchases made by the same customer account or using the exact payment details. This establishes a pattern of authorized behavior.
Proof of Digital Fulfillment/Access	For subscriptions/digital goods, provide system logs showing the customer accessed the created account or used the services after the purchase.
Merchant Descriptor Proof (Does Not Recognise Defense)	Provide a screenshot showing the exact descriptor used on the customer's bank statement, which clarifies that the charge is recognizable and not a result of a foreign, fraudulent name.

Ecom transaction was not done by the cardholder and without their permission

Essential Required Evidence	Purpose
3D Secure (SCA) Data	Liability shift proof: Documentation that verifies 3D Secure (e.g., Verified by Visa, Identity Check) successfully authenticated the transaction provides the strongest defense, shifting fraud liability to the issuing bank.
Identity Verification Data (AVS/CVV)	Proof of a positive AVS match (Address Verification Service) and confirmation of a successful CVV/CVC verification at the time of purchase. This proof demonstrates that the person placing the order knew the card's security details and the confidential billing address.
Locational & Device Correlation	IP address, device ID, and geolocation data used for the purchase should clearly show that the device's location aligns with the billing address country or matches a location used for previous, undisputed orders.
Usage History & Pattern	Records of at least two previous, undisputed purchases made by the same customer account, or using the same payment card/device. These records establish a history of authorized activity.
Digital Fulfillment/Usage Logs	For digital goods/services, provide system logs showing that the customer accessed the account, downloaded content, or used services after the purchase, to prove that the intended recipient consumed the product.
Shipping Address Consistency	For physical goods, provide proof that the supplier shipped the item to the billing address or a previous, verified, undisputed address on file. This counters the suspicion that the supplier shipped the item to a fraudster's drop address.

Full Recourse

The Full Recourse reason code is unique because it is typically not filed by the cardholder but instead imposed directly by the card network or processor. This code indicates that the card network or processor placed the supplier into a special, high-risk program (often due to excessive fraud) where they have little or no right to represent or contest the chargeback. It signifies a fundamental problem with the supplier's business practices or compliance.

Your defense strategy here is less about the individual transaction and more about proving compliance and correcting the underlying issue.

Essential Required Evidence	Purpose
Proof of Compliance	Documentation (audits, certifications) proves the supplier has met all PCI DSS requirements and network security standards (e.g., proper encryption, tokenization).
Remedial Action Plan (CAP)	A formal, documented plan detailing the supplier's steps since the acquirer or scheme filed the chargeback to correct the business practice that led to the supplier's placement in the Full Recourse program.
Transaction-Specific Evidence (If Allowed)	Suppose the specific rules of the program allow for evidence submission. In that case, you must provide the strongest fraud defense possible (3D Secure, AVS/CVV match, and locational data) to argue the individual transaction was legitimate.
Policy Transparency Proof	Screenshots of the supplier's checkout flow and Terms of Service (ToS) demonstrating clear, non-deceptive, and non-abusive communication of all material terms to the consumer.
Communication of Issue Resolution	Records showing the supplier has proactively contacted the customer and resolved the underlying issue (e.g., issued a separate refund) to mitigate the dispute.

No Cardholder Authorization

No Cardholder Authorization is the most common reason code for fraud, where the customer claims neither they nor anyone authorized by them participated in the purchase. The defense must focus entirely on proving the cardholder's identity and knowledge of the transaction.

Essential Required Evidence	Purpose
3D Secure (SCA) Data	Liability shift proof: Documentation proving that 3D Secure (e.g., Visa Secure, Mastercard Identity Check) successfully authenticated the transaction is the strongest evidence, shifting the financial liability for fraud to the issuing bank.
Identity Verification Data (AVS/CVV)	Proof of a positive AVS match (Address Verification Service) and a successful CVV/CVC verification demonstrates that the individual placing the order knew the card's confidential physical details, making it difficult to prove criminal fraud.
Locational & Device Correlation	The purchasing device's IP Address, Device ID, and geolocation data show that its location aligns with the billing address country or matches a location used for previous, undisputed orders.
Usage History & Pattern	Records of at least two previous, undisputed purchases made by the same customer account or using the same payment details. This counters the fraud claim by establishing a history of authorized, consistent behavior.
Account Login/Digital Fulfillment Logs	For subscriptions/digital goods, provide system logs showing that the customer accessed the created account, used the services, or downloaded content after the purchase, to prove that the intended user received the benefits.
Shipping Address Consistency	For physical goods, provide proof that the supplier shipped the item to the billing address or a previously verified address on file, not a newly added, suspicious drop address.

No description of mail order, telephone order, or internet charge

The customer's issuing bank files this chargeback when it cannot verify that the transaction was handled correctly as an online or remote purchase. The defense focuses on providing the correct electronic coding and confirming the non-physical nature of the sale.

Essential Required Evidence	Purpose
Transaction Records Showing CNP Coding	System logs or payment gateway records proving that the transaction was correctly processed and submitted with the proper E-commerce Indicator or Card-Not-Present (CNP) code (e.g., mail order, phone order, or internet transaction).
IP Address and Device ID	Documentation proving the customer placed the order from a device connected remotely, confirming the transaction occurred in a Card-Absent environment.
Order Confirmation Email	Copy of the confirmation email sent to the customer detailing the product, price, and terms. This standard procedure for online sales confirms that the CNP channel was used.
Fulfillment Documentation	Proof that the supplier shipped (for physical goods) or provisioned digitally (for services) rather than handed over at a physical location. This further confirms the non-physical nature of the transaction.
AVS/CVV Verification	Proof of AVS (Address Verification Service) and CVV verification, as these security steps are unique to Card-Not-Present environments.

Processing Error = incorrect transaction amount, account number, altered voucher.

The acquirer or scheme files a chargeback when the customer alleges an error in financial data processing. The defense must prove that the customer agreed to the final, settled amount and that the data submitted was correct and unaltered.

Essential Required Evidence	Purpose
Signed Sales Draft or Digital Receipt	A clear copy of the customer-signed receipt, physical sales draft, or digital invoice proving the customer agreed to the final transaction amount and account information.
System Audit Logs (Amount/Account)	Transaction authorization and settlement logs from your point of sale (POS) or payment gateway system, proving that the correct amount was processed and the account number was submitted precisely as provided.
Proof of Voucher Integrity	For altered vouchers, provide internal system records or before/after copies of the voucher proving that the supplier did not alter the voucher/receipt after the customer's agreement.
Communication Records	Any emails or support tickets where the customer confirmed or acknowledged the correct transaction amount after the purchase.
Immediate Remediation Proof	If the error (e.g., incorrect amount) was the supplier's fault, provide proof that the supplier immediately processed a correction or refunded the difference to mitigate the loss.

Used a card that was declared as lost/stolen by the cardholder

This code is a true fraud claim, and the defense relies on proving the purchase was either authenticated by the correct party or that the supplier followed every possible security step to shift liability to the issuing bank.

Essential Required Evidence	Purpose
3D Secure (SCA) Data	Liability shift proof: Documentation proving the 3D Secure (e.g., Visa Secure, Mastercard Identity Check) successfully authenticated the transaction is the strongest evidence in a Card-Not-Present environment, automatically shifting the fraud liability away from the supplier.
Identity Verification Data (AVS/CVV)	Proof of a positive AVS match (Address Verification Service) and a successful CVV/CVC verification at purchase demonstrates that the fraudster had more than just the card number.
Transaction Date vs. Report Date	Proof (system logs) showing the transaction occurred before the customer reported the card lost or stolen to the issuer. If the transaction happened first, the supplier is usually not liable.
Locational & Device Correlation	Use the purchasing device's IP address, device ID, and geolocation data to prove the transaction originated from a consistent location, particularly if it aligns with the billing address country.
Usage History & Pattern	Records of at least two previous, undisputed purchases made by the same customer account or using the same card/device indicate that the transaction is part of a known pattern rather than a fraud anomaly.
Proof of Delivery (POD) Consistency	For physical goods: Provide proof that the supplier shipped the item to the billing address or a previously verified address on file, which counters the typical fraudster behavior of shipping to a new drop location.

Processing dispute

Errors can sometimes occur when processing payments that require resolution. Processing dispute error reason codes helps organizations understand and handle problems related to chargebacks and transaction disputes, address discrepancies, and handle disputes efficiently and effectively.

Declined Authorization

This acquirer or processor filed the chargeback when a supplier attempts to process a transaction after the card issuer explicitly sends a "Decline" or "No Authorization" response. The supplier is almost always deemed liable in this scenario because they processed the payment against the card issuer's explicit instructions.

The defense strategy hinges on proving that no supplier error occurred or that timely remedial action was taken.

Essential Required Evidence	Purpose
System Logs of Authorization Attempt	Detailed system records proving that the final, settled transaction was never submitted for authorization, or was submitted for the correct amount before a decline was issued (if the dispute concerns timing or amount).
Proof of Remedial Credit	Transaction documentation proving that the supplier immediately issued a full refund or reversed the transaction upon realizing the processing error (i.e., proving they fixed the mistake before the chargeback was filed).
Terminal/POS Certification	Documentation proving that the point of sale (POS) terminal or payment gateway was operating correctly and was certified to avoid processing errors.
Customer Communication	Records show that the supplier informed the customer that the initial transaction was declined and requested an alternative payment method, confirming the decline was handled correctly.

Duplicate Processing

This chargeback occurs when a customer is billed twice for what they perceive to be a single product or service. The defense strategy focuses on proving that the two charges were for separate, distinct purchases or that the second charge was actually a necessary, legitimate fee.

Essential Required Evidence	Purpose
Proof of Separate Transactions	Clear transaction logs and invoices prove the two charges were for separate orders or services (e.g., different order numbers and goods/service periods).
Different Order Details	Documentation shows a difference in item quantity, transaction time, or total amount between the two purchases (if they were separate orders).
Proof of Customer Action	System logs show that the customer initiated the second payment/order independently or was notified of and acknowledged the two separate charges.
Proof of Intentional Second Charge (If Applicable)	If the second charge was for a necessary fee (like a restock fee or insurance), provide the Terms of Service (ToS) excerpt proving the customer agreed to the specific second charge.
Proof of Remedial Refund	If the charges were an actual supplier error, provide proof that the supplier immediately and proactively refunded the duplicate charge to the customer before the chargeback was filed.

Incorrect Currency

This chargeback occurs when the customer claims they were charged in a currency different from the one agreed upon or displayed, or the dynamic currency conversion (DCC) process was flawed. The defense must prove transparency and correct processing.

Essential Required Evidence	Purpose
Transaction Records (ISO Code Proof)	Provide the system logs or transaction receipts confirming the currency code (ISO) used for the final authorization and settlement matches the currency displayed to the customer during checkout.
Screenshot of Checkout Page	A screenshot of the final checkout screen or order summary, clearly showing the currency symbol (e.g., USD, MXN) next to the total price agreed upon by the customer.
Policy Excerpt on DCC/FX	If the supplier used dynamic currency conversion (DCC), provide the relevant Terms of Service (ToS) excerpt proving the customer was informed about the DCC option and either opted in or was clearly aware of the currency conversion process and its associated fees.
Communication Records	Any emails or chat logs in which the supplier confirmed the purchase amount and currency to the customer post-transaction.
Proof of Remedial Refund	If a currency error was found to be the supplier's fault, documentation showing the supplier promptly refunded the difference in amount to the customer.

Incorrect Currency/Credit Posted as Debit

This chargeback reason code combines two processing errors: Incorrect Currency (charged in the wrong denomination) and Credit Posted as Debit (a refund was processed as a new charge). The defense requires clear evidence addressing both potential errors.

Essential Required Evidence	Purpose
Proof of Refund Processing (for Credit Error)	System logs or transaction receipts clearly showing the original transaction and the subsequent credit/refund transaction prove that the supplier correctly initiated a refund (a negative value).
Transaction Records (to disprove Debit)	Documentation proving that the disputed "debit" was actually the intended credit misposted by the issuer/processor as a charge, and that the supplier only sent one debit record.
Screenshot of Final Agreement (Currency)	A screenshot of the final checkout screen or order summary clearly showing the currency symbol and the amount the customer agreed to pay confirms that the correct currency code was used during authorization.
Policy Excerpt on FX	If the supplier used currency conversion, provide the relevant excerpt from the Terms of Service (ToS) that clarifies how the exchange rates were applied and that the customer was informed of the process.
Communication Records	Any emails or correspondence in which the supplier confirms the refund was processed and advises the customer on the typical timeframe for the funds to reflect in their account.

Incorrect Transaction Code

This chargeback is typically filed when the supplier or acquiring bank improperly categorized the transaction during submission. This may affect interchange fees, risk assessment, or compliance. The defense must prove that the code submitted accurately reflected the product or service sold.

Essential Required Evidence	Purpose
Proof of Correct Merchant Category Code (MCC)	Official documentation proving the supplier's business category (MCC) is correctly set up with the acquiring bank, and the code used for the transaction aligns with the MCC.
Detailed Product Description	Provide an invoice or screenshot of the product or service sold. This verifies that the transaction was coded correctly (e.g., an airline ticket should be labeled as "Travel," not "Retail").
System Logs of Transaction Code	System records that show the transaction code (e.g., specific processing code) sent to the network. This proves that the supplier submitted the correct code, and any error occurred downstream.
Card Network Rules Excerpt	An excerpt from the relevant Card Network Rules (e.g., Visa/Mastercard) that dictates the appropriate transaction code for the type of business/product sold.
Remedial Action Proof	If the incorrect code was due to a supplier error, provide proof that the supplier immediately fixed the coding issue in their system for future transactions.

Paid By Other Means

This issuing bank files a chargeback when the customer claims the transaction was already paid using a different method (e.g., cash, check, bank transfer, or a loyalty/gift card) and the card was charged in error. The defense must prove that the card payment was the only valid, completed payment or that the original non-card payment failed.

Essential Required Evidence	Purpose
Proof of Card Payment as Final Method	Screenshot or documentation of the final checkout process showing the customer selected the card as the payment method and received confirmation only after the card transaction was approved.
Transaction Logs (Non-Card Payment Failure)	If the customer claims they paid via bank transfer or cash, provide logs or correspondence proving that the non-card payment failed, was reversed, or was never initiated.
Detailed Itemized Invoice	An invoice that clearly shows that the total amount paid by the card transaction matches the total due for the order and that there are no outstanding credits from other payment types.
Customer Communication	Any emails or correspondence where the supplier discussed the payment method with the customer, confirmed the card charge, or addressed a potential initial failure of the "other means" payment.
System Audit Trail	A system log proving that the card transaction was the sole successful authorization recorded against the order number.

Processing Error = incorrect transaction amount, account number, altered voucher.

This specific reason code covers multiple alleged processing faults: the transaction amount, the account number used, or the physical voucher/receipt being altered. The defense must provide irrefutable documentation proving the financial data was correct as submitted.

Essential Required Evidence	Purpose
Signed Sales Draft or Digital Receipt	A clear copy of the customer-signed receipt, physical sales draft, or final digital invoice proving the customer explicitly agreed to the final transaction amount and the account information used.
System Authorization and Settlement Logs	Detailed transaction records that prove the final amount settled matches the amount authorized and agreed to by the customer. This counters claims of an incorrect amount or alteration.
Proof of Account Number Submission	System records show that the account number was submitted precisely as it was provided by the customer or read from the card (if applicable). This refutes claims that the supplier mistyped or altered the number.
Voucher Integrity Proof	For altered voucher claims, provide internal system records or audit logs that prove that the receipt or voucher was not modified after obtaining the customer's signature or digital agreement.
Proof of Remedial Action	If a verifiable error occurred on the supplier's side, documentation proving that the supplier immediately processed a correction or refunded the difference to mitigate the loss before the issuing bank files the chargeback.

Transaction Error

A transaction error is often used as a general, non-specific reason code that encapsulates various problems, usually from supplier processing faults, technical glitches, or customer confusion (similar to "Processing Error"). The defense requires broad documentation to prove the transaction was sound and the error did not originate on the supplier's platform.

Essential Required Evidence	Purpose
Comprehensive Transaction Log	A detailed system log showing the full transaction life cycle—from authorization request to successful response to final settlement—proves the data flow was correct.
Signed Receipt or Digital Agreement	A copy of the customer-signed receipt or final digital checkout screen proving the customer agreed to the final amount, item, and date.
Proof of Merchant Remediation	If the error was verifiable (e.g., the supplier overcharged the customer), documentation showing the supplier immediately processed a full or partial refund to correct the mistake before the issuing bank filed the chargeback.
System Health Confirmation	Internal records or a statement confirming that the point of sale (POS) terminal or payment gateway system was operating correctly and was certified/compliant at the time of the transaction.
Customer Communication	Any emails or chat logs showing that the supplier promptly responded to the customer's initial inquiry about the error, demonstrating good faith.

Tailoring Evidence by Product Type

To successfully fight a chargeback, the evidence must directly align with the product type to create compelling evidence that refutes the customer's argument.

This section outlines the essential documentation needed based on the type of product or service sold.

Physical Goods

Physical goods include apparel, hardware, and retail items. The primary goal is to prove that the customer received and accepted the liability for the physical package.

Strategy	Required Evidence Focus	Specific Actionable Proof
Proof of Possession (POP)	Fulfillment and Receipt	Signature Confirmation or Photo Proof of Delivery (POD): The Highest level of proof that the item reached the address and that the customer is in physical possession of the order.
Identity Correlation	Authentication and Location	AVS Match: Proves the customer knew the billing address.
Goods/Services Not Received	Address Verification	Shipping Label and Tracking: Shows the item was sent to the same address associated with the billing information (or a verified address from a past, undisputed order).
Remediation Attempt	Policy Adherence	Return or Refund Offer: Documentation showing the merchant offered a solution (refund upon return, exchange), but the customer failed to comply with the return policy.

Digital goods

Digital goods include software licences, E-books, and media files. The primary goal here is to prove immediate access and consumption by the purchasing device or user, as there is no signature or tracking number.

Strategy	Required Evidence Focus	Specific Actionable Proof
Proof of Provisioning	Fulfillment Time	System Activation Logs: Logs proving the software license key or download link was generated and delivered (via email/account portal) immediately upon transaction approval.
Proof of Usage	Consumption Data	Download Timestamps and Login Logs: Records showing the customer used the purchasing IP address to access the account, download the file, or generate a license key.
Locational Link	Authentication Context	IP Address and Device ID: Submit the IP used for purchase and the IP used for the first download or login. Showing consistency proves the transaction was placed by the legitimate user.
Terms of Service (TOS) Acceptance	Policy Agreement	Screenshot of TOS Acceptance: Proof that the customer agreed to the final terms before downloading, which often includes "all sales are final" clauses for digital goods.

Software as a Service (SaaS) and Subscriptions

SaaS and subscriptions include streaming subscriptions, memberships, and any other recurring billing arrangements. The primary goal is to prove agreement to the recurring charge and continued access during the disputed billing cycle.

Strategy	Required Evidence Focus	Specific Actionable Proof
Authorization of Recurring Charge	Contractual Agreement	Terms of Service (TOS) Acceptance Screenshot: Clear evidence that the customer explicitly checked a box agreeing to recurring billing at the time of initial signup.
Usage During Cycle	Continued Access	Login Logs and Activity Records: Detailed logs showing the customer (or the associated account) actively logged into, streamed content from, or utilized the service during the specific billing cycle being disputed.
Non-Cancellation Proof	Policy Adherence	Cancellation Policy Excerpt: Evidence showing the customer failed to cancel according to the required method or missed the deadline before the disputed charge date.
Notification History	Transparency	Renewal Notification Records: Proof that the merchant sent a reminder email or notification prior to the disputed recurring charge being processed.