Chargeback Reason Codes Explained: What Each Code Means and How to Respond (2026)

Every chargeback comes with a reason code — a short identifier that tells you exactly why the customer's bank reversed the charge. Understanding your reason code is the first step to winning the dispute, because each code requires different evidence. Submit the wrong evidence for your reason code and you lose, even if you have strong proof.

How Reason Codes Work

When a cardholder disputes a charge, their bank assigns a reason code from the card network (Visa, Mastercard, American Express, or Discover). Payment processors like Stripe translate these into simplified categories. The reason code determines:

• What evidence the bank expects to see
• How likely you are to win with strong evidence
• Whether you're eligible for certain protections
• The specific deadline and process for responding

Stripe's Simplified Reason Codes

Stripe consolidates the dozens of card network reason codes into 5 categories. Here's each one with the exact evidence strategy:

1. Fraudulent (Visa 10.4, Mastercard 4837)

What the customer claims: "I didn't authorize this transaction" or "My card was stolen."

Win rate with proper evidence: 55-65%

This is the most common dispute type, accounting for roughly 40% of all chargebacks. However, the vast majority are "friendly fraud" — the actual cardholder made the purchase but claims they didn't.

Evidence priority:

1. customer_purchase_ip — The IP address from the order. If it geolocates near the customer's billing address, this is your strongest evidence. Increases win rate by 15-20% alone.
2. customer_email_address — Shows the cardholder's own email was used
3. shipping_address — If shipped to the billing address, strongly suggests the cardholder placed the order
4. shipping_documentation — Delivery confirmation, especially with signature
5. customer_communication — Any messages from the customer about the order
6. uncategorized_text — Timeline narrative connecting all evidence

Key strategy: Focus on proving the cardholder authorized the transaction. Prior purchase history, matching addresses, and IP geolocation are more persuasive than shipping evidence alone.

2. Product Not Received (Visa 13.1, Mastercard 4855)

What the customer claims: "I never got the item."

Win rate with proper evidence: 70-80%

This is the easiest dispute type to win — if you have delivery confirmation with a matching address, you should win the vast majority of these cases.

Evidence priority:

1. shipping_documentation — Delivery confirmation is the single most important piece of evidence. With signature confirmation, win rates exceed 85%.
2. shipping_tracking_number + shipping_carrier — Must be a verifiable tracking number from a recognized carrier
3. shipping_address — Must match the customer's address on the transaction
4. shipping_date — Shows the item was shipped promptly
5. customer_communication — Especially valuable if the customer acknowledged receipt in any message
6. uncategorized_text — Narrative tying the timeline together

Key strategy: Delivery confirmation is everything. If you have it, lead with it. If you don't have it, this is very difficult to win.

Important threshold: For orders over $750 (Visa) or $500 (Mastercard), you need signature confirmation, not just delivery confirmation.

3. Product Not as Described (Visa 13.3, Mastercard 4853)

What the customer claims: "The item is significantly different from what was described."

Win rate with proper evidence: 35-50%

This is the hardest dispute type to win. Banks tend to side with buyers on quality disputes because it's fundamentally a subjective judgment.

Evidence priority:

1. product_description — Your original listing with full specifications, photos, dimensions, materials
2. customer_communication — Any messages showing satisfaction, usage, or delayed complaints
3. refund_policy + refund_policy_disclosure — Your return policy and proof the customer saw it
4. shipping_documentation — Proves the item was delivered (not lost or damaged in transit)
5. uncategorized_text — Narrative explaining how the product matched the description

Key strategy: Prove the product matches its description AND that you offered a reasonable resolution. If you offered a return or partial refund and the customer refused, document this prominently.

4. Credit Not Processed (Visa 13.6, Mastercard 4860)

What the customer claims: "I returned the item or cancelled the service but never got my refund."

Win rate with proper evidence: 60-70%

Evidence priority:

1. refund_policy + refund_policy_disclosure — Your stated refund policy and proof the customer agreed to it
2. refund_refusal_explanation — Why the refund was not issued (outside return window, item not returned, etc.)
3. customer_communication — Full conversation showing any refund discussions
4. uncategorized_text — Timeline showing the refund request and your response

Key strategy: If you legitimately owe a refund, issue it immediately — it's cheaper than losing the dispute plus the fee. If the customer doesn't qualify for a refund, clearly document why per your stated policy.

5. Duplicate Charge (Visa 12.6, Mastercard 4834)

What the customer claims: "I was charged twice for the same thing."

Win rate with proper evidence: 75-85%

This is the easiest to disprove — if the charges are for different orders with different items.

Evidence priority:

1. duplicate_charge_documentation — Order details showing each charge is for a different order
2. duplicate_charge_id — The Stripe charge ID of the "original" transaction
3. duplicate_charge_explanation — Written explanation: "Charge ch_xxx was for Order #1001. The disputed charge ch_yyy was for Order #1002, containing different items."
4. shipping_tracking_number — Different tracking numbers prove separate fulfillment
5. uncategorized_text — Clear narrative distinguishing the two charges

Key strategy: Make it obvious that these are two separate, legitimate orders. Side-by-side comparison of order dates, items, and tracking numbers.

Visa Reason Codes: Full Reference

| Code | Name | Category | Win Rate |

|------|------|----------|----------|

| 10.1 | EMV Liability Shift Counterfeit Fraud | Fraud | 20-30% |

| 10.2 | EMV Liability Shift Non-Counterfeit Fraud | Fraud | 25-35% |

| 10.3 | Other Fraud - Card Present | Fraud | 30-40% |

| 10.4 | Other Fraud - Card Not Present | Fraud | 55-65% |

| 10.5 | Visa Fraud Monitoring Program | Fraud | 15-25% |

| 11.1 | Card Recovery Bulletin | Authorization | 40-50% |

| 11.2 | Declined Authorization | Authorization | 45-55% |

| 11.3 | No Authorization | Authorization | 50-60% |

| 12.1 | Late Presentment | Processing | 30-40% |

| 12.2 | Incorrect Transaction Code | Processing | 50-60% |

| 12.3 | Incorrect Currency | Processing | 60-70% |

| 12.4 | Incorrect Account Number | Processing | 55-65% |

| 12.5 | Incorrect Amount | Processing | 65-75% |

| 12.6 | Duplicate Processing | Processing | 75-85% |

| 13.1 | Merchandise/Services Not Received | Consumer | 70-80% |

| 13.2 | Cancelled Recurring | Consumer | 45-55% |

| 13.3 | Not as Described or Defective | Consumer | 35-50% |

| 13.6 | Credit Not Processed | Consumer | 60-70% |

| 13.7 | Cancelled Merchandise/Services | Consumer | 50-60% |

Mastercard Reason Codes: Full Reference

| Code | Name | Category | Win Rate |

|------|------|----------|----------|

| 4834 | Point of Interaction Error | Processing | 70-80% |

| 4837 | No Cardholder Authorization | Fraud | 50-60% |

| 4840 | Fraudulent Processing of Transaction | Fraud | 25-35% |

| 4841 | Cancelled Recurring Transaction | Consumer | 45-55% |

| 4853 | Cardholder Dispute | Consumer | 35-50% |

| 4855 | Goods or Services Not Provided | Consumer | 65-75% |

| 4859 | Services Not Rendered | Consumer | 55-65% |

| 4860 | Credit Not Processed | Consumer | 60-70% |

| 4863 | Cardholder Does Not Recognize | Fraud | 50-60% |

| 4871 | Chip/PIN Transaction | Fraud | 20-30% |

How to Use Reason Codes Strategically

Step 1: Identify your reason code

Check your Stripe Dashboard → Payments → find the disputed payment → look for the dispute reason.

Step 2: Match evidence to the code

Don't submit generic evidence. Each reason code has specific evidence that matters most. A tracking screenshot won't help you win a "duplicate charge" dispute.

Step 3: Write your narrative around the code

Your uncategorized_text should directly address the specific claim. If the code is "product not received," your narrative should focus on delivery proof. If it's "fraudulent," focus on authorization proof.

Step 4: Fill the right Stripe fields

Stripe's 21 evidence fields map directly to reason code categories. Use the priority lists above to know which fields matter most for your specific code.

FAQ

Where do I find my dispute reason code?

In Stripe: Dashboard → Payments → Click the disputed payment → The reason is shown in the dispute details. Stripe shows both the simplified reason ("Fraudulent") and the network code (e.g., "10.4").

Can the reason code change during a dispute?

No. Once the issuing bank assigns a reason code, it stays the same throughout the dispute process.

What if the reason code doesn't match what actually happened?

This is common with friendly fraud — a customer files as "fraudulent" when they actually received the item. Respond to the specific code, but include evidence that addresses what really happened.

Do different card networks have different win rates?

Yes. Visa disputes tend to have slightly higher merchant win rates than Mastercard, partly because Visa's evidence requirements are more structured. American Express has its own separate process with generally lower merchant win rates.

How does Rebutto help with reason codes?

When you select your dispute type in Rebutto, it automatically identifies which of Stripe's 21 evidence fields are most critical for that reason code. It prioritizes your evidence submission based on what has the highest impact for your specific code, ensuring no high-priority field is left empty.