Reason Codes
This Visa reason code is used when goods or services were never received
13.1 Non-Receipt of Goods or Services
During a non-fraud investigation, investigators should attempt this before pursuing chargeback.
speaking to the merchant for a non-chargeback resolution
The filing deadline for most Non-Receipt disputes is this many days.
119 days
If a cardholder received merchandise at any time, Mastercard/Visa generally prohibits this dispute type
Non-Receipt of Goods or Services?
This Visa reason code applies when the billed amount differs from what should have been charged.
12.5 Incorrect Amount
This system helps investigators review transaction authorization data
PRM (Proactive Risk Management)
For Cancelled Merchandise claims, investigators must wait ___ days after cancellation
15 days
This dispute reason involves a merchant charging a cardholder after CH cancelled the subscription
Cancelled Recurring Transaction
This dispute type occurs when the same purchase is charged twice to the same card.
Duplicate Processing
These three resources are commonly reviewed to understand a dispute story.
QFD, PRM, and TBS
Mastercard Duplicate Processing claims have __ days filing timeframe from processing date
90
A dispute involving a merchant processing a credit as a debit falls under this reason code.
Credit Posted as a Debit
This Visa reason code is used when a recurring transaction continues after cancellation
13.2 Cancelled Recurring
Investigators should review this if dispute notes are unclear.
the original call in CXOne
Cancelled Recurring disputes have ___ days Visa filing timeframe.
120
This action should be taken when a customer states they resolved the issue directly with the merchant and no longer wants to pursue the dispute.
Withdrawing the claim?
This Visa reason code is specifically used when a merchant states a credit was issued but it never posted.
13.6 Credit Not Processed
When available, investigators should use this tool to verify merchant details, item descriptions, and transaction information rather than relying solely on the Intake tab.
Ethoca
Visa allows ___ extra days when ongoing negotiation documentation exists for NAD claims.
60 days
A cardholder says the merchant promised a product with features that were not delivered and can provide documentation proving it.
Misrepresentation