When you get hit with a chargeback, one of the first things you'll see is a dispute reason code. It looks like a string of letters or numbers, often attached to a vague explanation. For example, Visa’s 10.4 stands for “Other Fraud—Card Absent Environment.” Sounds technical, but what do you actually do with that?
That’s the problem. Most merchants know what dispute codes are, but not how to respond to them. Knowing the code alone doesn’t win the case. What matters is how you respond—and whether your evidence matches what the bank expects for that specific code.
Let’s break that down.
Why Just Understanding the Code Isn’t Enough
Dispute reason codes exist to help card networks categorize the problem. They're useful for organizing disputes into fraud, processing errors, or customer complaints. But banks don’t care if you can quote a definition. They want to see strong, relevant documentation that proves your case.
Responding without understanding the intent behind the code is a mistake. So is using generic templates for every dispute. That’s a fast track to losing.
Each reason code has different expectations. Some ask you to prove identity, others require policy disclosures, timestamps, or shipping data. The more closely your response matches the bank’s expectations, the better your chances of success.
The 3 Major Dispute Code Categories (and What They Need)
Every chargeback reason code falls into one of these categories. Your response should reflect that.
1. Fraud-Based Disputes
Codes like Visa 10.1, Mastercard 4837, or Amex F24 fall into this group. These mean the cardholder claims they didn’t authorize the transaction. It usually involves card-not-present fraud.
How to respond:
- Provide AVS/CVV match results
- Include login history or IP address
- Show velocity checks or multi-factor authentication
- Add evidence of customer behavior (repeat purchases, loyalty accounts)
2. Processing Errors
Examples include Visa 12.5 (Incorrect Amount) or Mastercard 4831 (Transaction Amount Differs). These mean something went wrong in the technical process of the transaction.
How to respond:
- Include full invoice with the correct amount
- Provide system logs if there was a duplicate charge
- Include communication with the customer, if available
- Show that the charge matches the service delivered
3. Customer Disputes (Service/Item Issues)
Codes like Visa 13.3 (Not as Described) or Mastercard 4853 (Cardholder Disputes Quality) mean the cardholder has a problem with what they bought.
How to respond:
- Share tracking info and delivery confirmation
- Include your refund policy and how it was communicated
- Add chat or email records showing support efforts
- Provide product pages, screenshots, or ads to prove accurate descriptions
Real Response Examples (The Right Way vs. The Wrong Way)
Let’s look at two ways to respond to Visa 13.1 (“Merchandise/Services Not Received”).
Weak response:
“Customer was sent their product. Attached is a screenshot of our order page. We believe this chargeback is invalid.”
Strong response:
“Product was shipped via UPS on March 15 and delivered to the cardholder’s address on March 18. Tracking number: 1Z874X2. Attached are the shipping label, delivery confirmation, and email sent to the customer confirming shipment. No delivery issues were reported prior to the dispute.”
That second one gives the bank exactly what it needs. It’s factual, organized, and backs up the story with documentation. That's what wins.
What Issuers Are Really Looking for in Your Response
Card issuers don’t have time to analyze vague explanations or sift through messy files. They scan for specific types of evidence based on the code.
For example, Visa’s rules say that for 10.4 (Other Fraud—Card Not Present), you should include AVS/CVV match results, fraud screening, device fingerprinting, and customer communication. Mastercard’s rules say that for 4834 (Point-of-Interaction Error), logs or receipts showing transaction flow are critical.
Make sure your documentation directly speaks to the issue. Always reference the reason code’s core requirement, not just general order details.
Build a Response Template Library (Save Time and Win More)
Most merchants deal with the same 5 to 10 codes over and over. Instead of writing responses from scratch every time, build a template system that aligns with the most common codes you face.
Here’s how:
- Group past disputes by reason code
- Identify which ones you win or lose
- Create a checklist for each code (e.g., “4837 requires AVS, device ID, support logs”)
- Store pre-written paragraphs and attach placeholders for documentation
This will help your team respond faster, stay consistent, and avoid missing critical proof.
Frequently Asked Questions About Dispute Reason Codes
What are dispute reason codes?
Dispute reason codes are codes issued by card networks to explain why a transaction was challenged. They help categorize disputes into fraud, processing issues, or customer complaints, and they guide the response process.
Do all card networks use the same reason codes?
No, each card network has its own system. Visa, Mastercard, American Express, and Discover all assign different codes and categories. However, many codes are conceptually similar across networks.
How do I know what evidence to provide for a reason code?
Look at the bank’s or card network’s documentation for that specific code. Each one lists what type of proof is expected. Tailoring your response to that list greatly improves your chances of winning.
Should I use templates to respond to chargebacks?
Yes, but only if those templates are specific to each reason code. A one-size-fits-all message won’t work. Your templates should be tailored, with placeholders for code-specific evidence.
Can I prevent chargebacks before they happen?
You can reduce the chances significantly. Tools like Chargeblast help by flagging risky orders, keeping better records, and helping you fix refund or delivery issues before customers go to the bank.
Chargeblast Can Help You Prevent These Disputes in the First Place
If you’re spending all your time replying to disputes, you’re already on defense. Chargeblast helps merchants shift to offense by identifying which reason codes are hurting your business and blocking the chargebacks before they happen.
Our system flags high-risk transactions, automates alerts for incoming disputes, and builds a record of evidence while the sale is still fresh. By the time a chargeback hits, you’re already ready—or better yet, it never gets filed at all.
Dispute codes shouldn’t control your business. Let Chargeblast help you stay ahead.
