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How to Read a Chargeback Notification

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TL;DR
  • Your chargeback notification contains the reason code, amount, deadline, and ARN you need to respond
  • The reason code tells you what the customer claimed and what evidence you need
  • Your response deadline is the most time-sensitive field: miss it and you lose automatically
  • Most processors show this in a dashboard, not a paper letter

You just got a chargeback notification. It might be an email from your processor, a dashboard alert, or a letter. Whatever the format, it contains the same core information. Here's what each field means and what to do with it.

First 24 Hours: What to Do Right Now​

Hour 1: Don't Panic, Get Oriented​

  • Log into your processor dashboard and find the disputed transaction
  • Note the response deadline (write it on your calendar minus 3 days for safety)
  • Read the reason code. It tells you exactly what the customer claims happened

Hours 1-4: Assess the Situation​

  • Was the customer right? (Did you fail to deliver, ship wrong item, ignore refund request?)
  • If yes: Accept the chargeback, fix the process, move on
  • If no: Continue to evidence gathering

Hours 4-24: Gather What You Have​

  • Pull the order confirmation, shipping tracking, and any customer communications
  • Check if this customer has prior successful orders (helps prove legitimacy)
  • If you don't have evidence (no tracking, no logs, no communications): Consider accepting. Fighting without proof wastes time and still loses

The Refund-or-Fight Decision​

  • Under $25 with no evidence? Accept it. The time cost exceeds the loss.
  • $25-$100 with some evidence? Evaluate whether your evidence directly addresses the reason code.
  • Over $100 with strong evidence? Fight it. See Responding to a Dispute.
Deadlines Are Real, But You Have Time

You have 20-45 days to respond (varies by network). The deadline is real. Miss it and you auto-lose. But you don't need to rush your response in 24 hours. Use this time to gather evidence methodically.

What a Notification Looks Like​

Every processor formats notifications differently, but they all include the same core fields. Here's what you'll see:

FieldWhat It MeansWhy It Matters
Case/Reference NumberYour processor's internal ID for this disputeUse this when contacting support or submitting evidence
ARN (Acquirer Reference Number)23-digit number identifying the original transactionLinks the dispute to the specific transaction in your processor's system
Transaction DateWhen the original charge was madeHelps you find the order in your records
Transaction AmountHow much was chargedMay differ from dispute amount if partial
Dispute AmountHow much the customer is disputingSometimes less than the full transaction
Reason CodeWhy the customer says they're disputingDetermines what evidence you need (most important field)
Response DeadlineWhen your evidence must be submittedMiss this and you lose automatically
Card Number (last 4)Partial card number for identificationMatch to the transaction in your system
Cardholder NameName on the cardMatch to customer records

The Five Fields That Matter Most​

1. Reason Code​

This is the most important field. It tells you what the customer claimed and, by extension, what evidence you need to fight it.

Code PatternWhat It MeansYour Response
Visa 10.xFraud (customer says they didn't make the purchase)Device data, 3DS proof, delivery confirmation
Visa 13.1Not receivedTracking, delivery confirmation, signature
Visa 13.2Cancelled recurringCancellation policy, usage after cancel date
Visa 13.3Not as describedProduct listing, photos, correspondence
MC 4837FraudSimilar to Visa 10.x
MC 4853Service/goods disputeDepends on sub-reason

Full lookup: Reason Code Reference

2. Response Deadline​

This is your drop-dead date. If you miss it, you lose the dispute automatically regardless of evidence.

NetworkRepresentment WindowDocumentation DeadlineNotes
Visa30 calendar days18 calendar daysFrom chargeback date
Mastercard45 calendar days8 calendar daysFrom Central Site Business Date
Amex20 calendar days10 calendar daysFrom notification date
Two Different Deadlines

Each network has both a representment window (how long to file your response) and a shorter documentation deadline (how long to submit supporting evidence). Your processor may impose deadlines shorter than the network maximum. Always use the shortest deadline on your notification as your target.

See Time Frames Reference for the full breakdown.

What to do: Check this field first. If the deadline is tomorrow, focus on gathering evidence immediately. If you have two weeks, take a day to investigate before responding.

3. Dispute Amount​

The dispute amount might not match the original transaction amount. Customers can dispute a partial amount (for example, disputing one item on a multi-item order). Check whether the full amount or a partial amount is being disputed, as this changes your response strategy.

4. ARN​

The Acquirer Reference Number links everything together. Use it to:

  • Find the original transaction in your processor's dashboard
  • Pull up the order details in your system
  • Reference the specific transaction when submitting evidence

5. Reason Code Description​

Most processors include a plain-English description alongside the numeric code. Read it carefully; it tells you exactly what the cardholder claimed.

Where to Find Your Notification​

ProcessorWhere to Look
StripeDashboard > Payments > Disputes (also email alert)
SquareDashboard > Transactions > Disputes
PayPalResolution Center
BraintreeControl Panel > Disputes
AdyenCustomer Area > Disputes
Shopify PaymentsOrders > disputed order (also email alert)

Most processors send an email alert when a chargeback arrives. Don't rely solely on email; check your dashboard regularly.

What to Do First​

When you receive a chargeback notification:

  1. Note the deadline. Put it in your calendar. Working backward, give yourself at least 3 days before the deadline to assemble evidence.
  2. Look up the reason code. Check the Reason Code Reference for what evidence defeats this specific claim.
  3. Pull the original transaction. Find the order in your system. Pull up customer name, order details, shipping info, and any communication.
  4. Decide: fight or accept. Use the Refund Strategy framework. Under $25 with no evidence? Accept it. Over $100 with delivery confirmation? Fight it.
  5. Gather evidence. Match evidence to the reason code. See Evidence Checklists for what each network requires.
  6. Submit your response. Through your processor's dashboard, not by email or phone. See Representment for the full process.

Common Confusion​

"I got two notifications for the same transaction." This can happen if the dispute moves through stages (inquiry, then chargeback). Check the case numbers; if they're different, it may be two separate actions on the same transaction.

"The reason code doesn't match what happened." Issuers sometimes miscategorize disputes. The customer might say "fraud" when they really mean "I don't recognize this charge." You still need to respond to the stated reason code with evidence that addresses that specific claim.

"The amount is wrong." The dispute amount may include or exclude tax, shipping, or tips depending on how the issuer processed it. Focus on whether the core transaction amount is correct.

"I already refunded this customer." If you issued a refund before the chargeback arrived, gather proof of the refund (date, amount, ARN of the credit transaction) and submit it. This is a strong defense.

Next Steps​

Just got a notification?

  1. Look up your reason code - Know what you're fighting
  2. Check the deadline - Don't miss it
  3. Decide to fight or accept - Make it a math decision

Ready to respond?

  1. Build your evidence package - Match evidence to reason code
  2. Submit representment - Step-by-step process
  3. Understand the lifecycle - What happens after you respond
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