# Chargeback Reason Codes
Source: https://paymentsandrisk.com/docs/reference/reason-codes
Last updated 24 October 2026.
This page covers chargeback reason codes, the code on a dispute notice saying why money you already received is being taken back. Looking for [a declined payment](https://paymentsandrisk.com/docs/reference/decline-codes/) or [a returned bank transfer](https://paymentsandrisk.com/docs/reference/return-codes/ach/)?
Go by when it happened: a sale that failed on the spot is a decline, and money taken back after you already had it belongs here. If the payment ran on a routing and account number instead of a card, it's a bank transfer.
TL;DR
- They say they didn't authorize it: Visa 10.4, Mastercard 4837, Amex F29, Discover UA02 or 4868
- They say it never arrived: Visa 13.1, Mastercard 4853, Amex C08, Discover RG. Check the subreason
- They say it wasn't as described: Visa 13.3, Mastercard 4853. Check the subreason
- They say they cancelled recurring payments: Visa 13.2, Mastercard 4853, Amex C28, Discover AP
- Have a code? [Jump to By Network](https://paymentsandrisk.com/docs/reference/reason-codes/#by-network)
- Your deadline is the date on your notice
What's the customer claiming? Start with the claim and code on your notice, with the response date beside them. Then pick the evidence that answers that claim.
Where to go next
- [I can't tell which code is on my notice](https://paymentsandrisk.com/docs/chargebacks/reading-a-chargeback-notification/)
- [I've found my code, now what do I actually send?](https://paymentsandrisk.com/docs/chargebacks/representment/compelling-evidence/)
- [I want to know if this one is worth fighting](https://paymentsandrisk.com/docs/chargebacks/refund-strategy/)
## What is the customer claiming?
Choose the notice's claim even if you disagree with it, and keep the code recorded in your case.
| What the customer says | Usual codes or next check | Evidence guide | Outline and checklist |
| --- | --- | --- | --- |
| [They kept it](https://paymentsandrisk.com/docs/reference/reason-codes/#they-kept-it) | Read the allegation first | [Match evidence to the claim](https://paymentsandrisk.com/docs/chargebacks/representment/compelling-evidence/#evidence-by-dispute-type) | [Fill in your response](https://paymentsandrisk.com/docs/chargebacks/representment/response-outlines/#kept-it-course-or-download) |
| [It never arrived, or the box was empty](https://paymentsandrisk.com/docs/reference/reason-codes/#never-arrived-or-empty-box) | Visa 13.1; Mastercard 4853; Amex C08; Discover RG | [Non-receipt records](https://paymentsandrisk.com/docs/chargebacks/representment/compelling-evidence/#non-receipt-disputes) | [Non-receipt outline](https://paymentsandrisk.com/docs/chargebacks/representment/response-outlines/#never-arrived) |
| [It wasn't as described](https://paymentsandrisk.com/docs/reference/reason-codes/#not-as-described) | Visa 13.3; Mastercard 4853. Check the subreason | [Listing and delivery records](https://paymentsandrisk.com/docs/chargebacks/representment/compelling-evidence/#not-as-described-disputes) | [Product or service outline](https://paymentsandrisk.com/docs/chargebacks/representment/response-outlines/#not-as-described) |
| [It was a course, download or call](https://paymentsandrisk.com/docs/reference/reason-codes/#course-or-download) | Product type doesn't choose a code. Read the claim | [Digital records](https://paymentsandrisk.com/docs/chargebacks/digital-goods-evidence/#evidence-collection-by-product-type) or [service records](https://paymentsandrisk.com/docs/chargebacks/representment/service-businesses/#consulting-and-professional-services) | [Digital or service outline](https://paymentsandrisk.com/docs/chargebacks/representment/response-outlines/#kept-it-course-or-download) |
| [I didn't authorize this](https://paymentsandrisk.com/docs/reference/reason-codes/#didnt-authorize) | Visa 10.4; Mastercard 4837; Amex F29; Discover UA02 or 4868 | [Fraud evidence](https://paymentsandrisk.com/docs/chargebacks/representment/compelling-evidence/#fraud-disputes) | [Authorization claim outline](https://paymentsandrisk.com/docs/chargebacks/representment/response-outlines/#didnt-authorize) |
| [I cancelled recurring payments](https://paymentsandrisk.com/docs/reference/reason-codes/#cancelled-recurring) | Visa 13.2; Mastercard 4853; Amex C28; Discover AP | [Recurring-payment records](https://paymentsandrisk.com/docs/chargebacks/representment/compelling-evidence/#recurring--subscription-transactions) | [Recurring cancellation outline](https://paymentsandrisk.com/docs/chargebacks/representment/response-outlines/#cancelled-recurring) |
[Stripe's claim and evidence guide](https://docs.stripe.com/disputes/reason-codes-defense-requirements) VENDOR separates these claims. Mastercard 4853 covers several complaints in [Stripe's mapping](https://docs.stripe.com/disputes/categories) VENDOR. Ask for the subreason, the specific complaint beneath that code.
## By Network
[Mastercard](https://paymentsandrisk.com/docs/reference/reason-codes/mastercard/) | [Visa](https://paymentsandrisk.com/docs/reference/reason-codes/visa/) | [Amex](https://paymentsandrisk.com/docs/reference/reason-codes/amex/) | [Discover](https://paymentsandrisk.com/docs/reference/reason-codes/discover/)
### [Mastercard Reason Codes](https://paymentsandrisk.com/docs/reference/reason-codes/mastercard/)
Mastercard runs on four-digit codes, grouped by category:
| Code | Category | Common Issues |
| --- | --- | --- |
| [4808](https://paymentsandrisk.com/docs/reference/reason-codes/mastercard/authorization/) | Authorization | Auth not obtained properly |
| [4834](https://paymentsandrisk.com/docs/reference/reason-codes/mastercard/poi-error/) | Point of Interaction | Processing errors, duplicates |
| [4837](https://paymentsandrisk.com/docs/reference/reason-codes/mastercard/fraud/) | Fraud | Cardholder denies authorization |
| [4853](https://paymentsandrisk.com/docs/reference/reason-codes/mastercard/cardholder-dispute/) | Cardholder Dispute | Goods/services issues |
| [4863](https://paymentsandrisk.com/docs/reference/reason-codes/mastercard/fraud/#legacy-4863) | Recognition (retired, now 4837 or 4853) | Cardholder doesn't recognize |
| [4870](https://paymentsandrisk.com/docs/reference/reason-codes/mastercard/chip-liability/) | Chip Liability | EMV counterfeit fraud |
| [4871](https://paymentsandrisk.com/docs/reference/reason-codes/mastercard/chip-lost-stolen/) | Chip Lost/Stolen | Chip card lost/stolen/NRI |
### [Visa Reason Codes](https://paymentsandrisk.com/docs/reference/reason-codes/visa/)
Visa's numbering is two-part, Category.Subcategory:
| Category | Description | Key Codes |
| --- | --- | --- |
| [10.x](https://paymentsandrisk.com/docs/reference/reason-codes/visa/#fraud-10x) | Fraud | [10.4](https://paymentsandrisk.com/docs/reference/reason-codes/visa/10-4-fraud-cnp/) CNP fraud, [10.5](https://paymentsandrisk.com/docs/reference/reason-codes/visa/10-5-vfmp/) VFMP |
| [11.x](https://paymentsandrisk.com/docs/reference/reason-codes/visa/#authorization-11x) | Authorization | [11.1-11.3](https://paymentsandrisk.com/docs/reference/reason-codes/visa/#authorization-11x) auth issues |
| [12.x](https://paymentsandrisk.com/docs/reference/reason-codes/visa/#processing-errors-12x) | Processing Errors | [12.1-12.7](https://paymentsandrisk.com/docs/reference/reason-codes/visa/#processing-errors-12x) various errors |
| [13.x](https://paymentsandrisk.com/docs/reference/reason-codes/visa/#consumer-disputes-13x) | Consumer Disputes | [13.1-13.9](https://paymentsandrisk.com/docs/reference/reason-codes/visa/#consumer-disputes-13x) goods/services |
### [American Express Reason Codes](https://paymentsandrisk.com/docs/reference/reason-codes/amex/)
Amex mixes letters and numbers, with the letter carrying the category:
| Series | Category | Examples |
| --- | --- | --- |
| [F](https://paymentsandrisk.com/docs/reference/reason-codes/amex/#fraud-f-series) | Fraud | [F10](https://paymentsandrisk.com/docs/reference/reason-codes/amex/#fraud-f-series), [F14](https://paymentsandrisk.com/docs/reference/reason-codes/amex/#fraud-f-series), [F24](https://paymentsandrisk.com/docs/reference/reason-codes/amex/#fraud-f-series), [F29](https://paymentsandrisk.com/docs/reference/reason-codes/amex/f29-cnp-fraud/) |
| [A](https://paymentsandrisk.com/docs/reference/reason-codes/amex/#authorization-a-series) | Authorization | [A01](https://paymentsandrisk.com/docs/reference/reason-codes/amex/#authorization-a-series), [A02](https://paymentsandrisk.com/docs/reference/reason-codes/amex/#authorization-a-series), [A08](https://paymentsandrisk.com/docs/reference/reason-codes/amex/#authorization-a-series) |
| [P](https://paymentsandrisk.com/docs/reference/reason-codes/amex/#processing-p-series) | Processing | [P01-P23](https://paymentsandrisk.com/docs/reference/reason-codes/amex/#processing-p-series) |
| [C](https://paymentsandrisk.com/docs/reference/reason-codes/amex/#consumer-c-series) | Consumer | [C02-C32](https://paymentsandrisk.com/docs/reference/reason-codes/amex/#consumer-c-series) |
### [Discover Reason Codes](https://paymentsandrisk.com/docs/reference/reason-codes/discover/)
Discover uses letter codes and four-digit codes. Go by the card brand on your notice:
| Code | Category | Description |
| --- | --- | --- |
| [UA](https://paymentsandrisk.com/docs/reference/reason-codes/discover/#fraud-ua-series) | Fraud | Unauthorized transaction |
| [AT/AW](https://paymentsandrisk.com/docs/reference/reason-codes/discover/#authorization-ataw-series) | Authorization | Auth issues |
| [DP/IN](https://paymentsandrisk.com/docs/reference/reason-codes/discover/#processing-errors-dpin-series) | Processing | Errors |
| [RM](https://paymentsandrisk.com/docs/reference/reason-codes/discover/#consumer-disputes-rmrgnf-series)/[RG](https://paymentsandrisk.com/docs/reference/reason-codes/discover/rg-non-receipt/)/[NF](https://paymentsandrisk.com/docs/reference/reason-codes/discover/#consumer-disputes-rmrgnf-series) | Consumer | Goods/services |
## Choose records for the claim
### They kept the order
"They kept it" doesn't tell you the filed claim. Read what the customer actually told their bank: non-receipt, a product problem, or an unauthorized payment? Use that branch below, with the code on your notice.
Only see a broad category? Ask your processor:
> Please confirm the network reason code and subreason. What exactly does the customer say happened?
[Shopify's reason guide](https://help.shopify.com/en/manual/payments/chargebacks/chargeback-reasons) VENDOR gives different records for each claim.
### They say it never arrived, or the box was empty
Start with the order and its fulfillment record, then gather tracking, delivery details and relevant customer messages. [Shopify's non-receipt guidance](https://help.shopify.com/en/manual/payments/chargebacks/chargeback-reasons#product-not-received) VENDOR lists these evidence types.
Open the code that matches your notice:
- [Visa 13.1](https://paymentsandrisk.com/docs/reference/reason-codes/visa/13-1-not-received/)
- [Mastercard 4853](https://paymentsandrisk.com/docs/reference/reason-codes/mastercard/cardholder-dispute/)
- [Amex C08](https://paymentsandrisk.com/docs/reference/reason-codes/amex/c08-not-received/)
- [Discover RG](https://paymentsandrisk.com/docs/reference/reason-codes/discover/rg-non-receipt/)
Then use the [non-receipt checklist](https://paymentsandrisk.com/docs/chargebacks/representment/compelling-evidence/#non-receipt-disputes).
Records by what you sell:
| What you sell | Shipped goods | Digital or online | In person or a service |
| --- | --- | --- | --- |
| Records that answer it | - Carrier tracking showing delivery to the address on the order
- Signed proof of delivery, or the signed pickup form for a collected order
- The shipping label or receipt with the full address | - Access or download logs after the payment, with IP addresses and timestamps
- The customer's IP address, name and email at purchase | - The signed contract, work order or completion record, with the service date
- Customer messages from before the dispute |
| Where to find them | - Shopify: Orders, open the order, then **Add evidence** on the chargeback banner. Shopify attaches a PDF of the order's fulfillment events itself
- Stripe: **Counter dispute** on the dispute details page: `shipping_carrier`, `shipping_tracking_number`, `shipping_date`, `shipping_documentation`. Stripe expands the tracking number into the carrier's delivery detail
- Square: Orders & payments > Disputes, in the dispute's information request form | - Your own server or app logs: you supply this record
- Stripe: **Counter dispute** on the dispute details page: `access_activity_log`, `customer_purchase_ip`
- Shopify: Orders, open the order, then **Add evidence** on the chargeback banner, as the activity log Shopify asks for | - Your booking or job records
- Stripe: **Counter dispute** on the dispute details page: `service_date`, `service_documentation`, `customer_communication`
- Square: the payment's receipt in Orders & payments > Transactions; attach the records in the dispute form |
Sources: [Stripe's evidence by product type](https://docs.stripe.com/disputes/categories#dispute-category-types) VENDOR; [Shopify's evidence by reason](https://help.shopify.com/en/manual/payments/chargebacks/chargeback-reasons) VENDOR; [Shopify's chargeback response page](https://help.shopify.com/en/manual/payments/chargebacks/chargebacks-in-admin) VENDOR; [Square's dispute walkthrough](https://squareup.com/help/us/en/article/3882-payment-disputes-walkthrough) VENDOR; [Square's transaction search](https://squareup.com/help/us/en/article/5145-transaction-search) VENDOR. Checked 24 October 2026. Menus move, so follow what your own dashboard shows.
An empty-box report needs a closer look. Save genuine packing records and messages you already have. A delivery scan doesn't show what was inside, so ask the processor which subreason was filed. Don't invent a packing record after the dispute.
### They say it wasn't as described
Compare the complaint with the listing shown at sale, keeping what you promised and what you supplied together. Add relevant photos, return records and customer messages. [Stripe's evidence guide](https://docs.stripe.com/disputes/reason-codes-defense-requirements) VENDOR lists records for product complaints.
Use [Visa 13.3](https://paymentsandrisk.com/docs/reference/reason-codes/visa/13-3-not-as-described/) if it's on the notice. For [Mastercard 4853](https://paymentsandrisk.com/docs/reference/reason-codes/mastercard/cardholder-dispute/), check the subreason first. Then open the [not-as-described checklist](https://paymentsandrisk.com/docs/chargebacks/representment/compelling-evidence/#not-as-described-disputes).
For completed work, pull the agreed scope and service records that answer the complaint in your notice. Use [service-business evidence](https://paymentsandrisk.com/docs/chargebacks/representment/service-businesses/#consulting-and-professional-services). A completed job isn't a parcel with tracking.
Records by what you sell:
| What you sell | Shipped goods | Digital or online | In person or a service |
| --- | --- | --- | --- |
| Records that answer it | - Your product description and photos as the customer saw them before buying
- Your refund policy and how you showed it before purchase
- Customer messages, and whether they returned the item | - The description of the product or service as it was represented
- Access logs showing the customer used it
- Your refund policy and how you showed it | - The service as you advertised it, and the agreed scope
- Your refund policy and how you showed it
- Customer messages about the complaint |
| Where to find them | - Shopify: Orders, open the order, then **Add evidence** on the chargeback banner, with descriptions or pictures from your store, plus fulfillment and tracking
- Stripe: **Counter dispute** on the dispute details page: `product_description`, `refund_policy`, `refund_policy_disclosure`, `customer_communication`
- Square: Orders & payments > Disputes, in the dispute's information request form | - Stripe: **Counter dispute** on the dispute details page: `product_description`, `access_activity_log`, `refund_policy`
- Your own server or app logs for the access record
- Shopify: Orders, open the order, then **Add evidence** on the chargeback banner | - Stripe: **Counter dispute** on the dispute details page: `product_description`, `refund_policy`, `customer_communication`
- Square: the payment in Orders & payments > Transactions; attach the records in the dispute form
- Your agreement or booking records |
Sources: [Stripe's evidence by product type](https://docs.stripe.com/disputes/categories#dispute-category-types) VENDOR; [Shopify's evidence by reason](https://help.shopify.com/en/manual/payments/chargebacks/chargeback-reasons) VENDOR; [Shopify's chargeback response page](https://help.shopify.com/en/manual/payments/chargebacks/chargebacks-in-admin) VENDOR; [Square's dispute walkthrough](https://squareup.com/help/us/en/article/3882-payment-disputes-walkthrough) VENDOR; [Square's transaction search](https://squareup.com/help/us/en/article/5145-transaction-search) VENDOR. Checked 24 October 2026. Menus move, so follow what your own dashboard shows.
### It was a course, download or call
The product type doesn't decide the claim, so read the notice before choosing a code above. Is it [non-receipt](https://paymentsandrisk.com/docs/reference/reason-codes/#never-arrived-or-empty-box), [quality](https://paymentsandrisk.com/docs/reference/reason-codes/#not-as-described), [cancellation](https://paymentsandrisk.com/docs/reference/reason-codes/#cancelled-recurring), or [an unauthorized payment](https://paymentsandrisk.com/docs/reference/reason-codes/#didnt-authorize)?
Use the [digital goods guide](https://paymentsandrisk.com/docs/chargebacks/digital-goods-evidence/#evidence-collection-by-product-type) for access or download records. For a completed call, use [service-business evidence](https://paymentsandrisk.com/docs/chargebacks/representment/service-businesses/#consulting-and-professional-services). Follow the claim's code guide too.
Save existing records tied to the account and transaction, and leave gaps where no log was kept. Account activity alone doesn't establish who used it. [Shopify's guide](https://help.shopify.com/en/manual/payments/chargebacks/chargeback-reasons) VENDOR includes activity logs for digital non-receipt and cancellation claims.
### They say they didn't authorize it
Check the code before you gather the response:
- [Visa 10.4](https://paymentsandrisk.com/docs/reference/reason-codes/visa/10-4-fraud-cnp/)
- [Mastercard 4837](https://paymentsandrisk.com/docs/reference/reason-codes/mastercard/fraud/)
- [Amex F29](https://paymentsandrisk.com/docs/reference/reason-codes/amex/f29-cnp-fraud/)
- [Discover UA02](https://paymentsandrisk.com/docs/reference/reason-codes/discover/ua02-cnp-fraud/)
Your processor may show a different code. [Braintree's evidence guide](https://developer.paypal.com/braintree/docs/guides/disputes/evidence-requirements/ruby) VENDOR lists 4868 for newer Discover CNP cases and keeps UA02 for older cases. Use the code on your notice.
A delivery record may answer where an order went. On its own, it doesn't answer who authorized a card payment.
Check authentication and transaction records separately, even when your shipping records show the order reached its destination. [Stripe's fraud guidance](https://docs.stripe.com/disputes/reason-codes-defense-requirements) VENDOR includes device, IP and customer-history records. Use the [fraud evidence checklist](https://paymentsandrisk.com/docs/chargebacks/representment/compelling-evidence/#fraud-disputes) to arrange what you've got. No single record promises a win.
Records by what you sell:
| What you sell | Shipped goods | Digital or online | In person or a service |
| --- | --- | --- | --- |
| Records that answer it | - The 3D Secure result, if it ran
- The shipping address matching an AVS-verified billing address
- Earlier undisputed orders on the same card, and delivery records | - The customer's IP address, device and email at purchase
- Login or access logs after the payment
- Earlier undisputed payments on the same card | - The receipt and the card entry method: read from the chip, or typed in
- Chip and PIN results, and the authorization response
- For a collected order or service: the signature and ID details the cardholder gave |
| Where to find them | - Shopify: the order's **Order risk** section shows AVS and CVV indicators and the IP address when available. Submit through **Add evidence**
- Stripe: **Counter dispute** on the dispute details page. Stripe fills in the 3D Secure ECI for a liability-shift case. For an eligible Visa 10.4, leave pre-filled CE 3.0 fields unchanged and complete any empty required fields. Shipping goes in `shipping_address` and `shipping_tracking_number`
- Square: Orders & payments > Disputes, in the dispute's information request form | - Stripe: **Counter dispute** on the dispute details page: `customer_purchase_ip`, `customer_email_address`, `access_activity_log`. For an eligible Visa 10.4, leave pre-filled CE 3.0 fields unchanged and complete any empty required fields
- Shopify: the IP address in the order's **Order risk** section, when available
- Your own server or app logs for device and access records | - Square: the payment in Orders & payments > Transactions. Square says a fraud claim on a chip card that was swiped generally goes the customer's way
- Stripe: **Counter dispute** on the dispute details page: `customer_signature`, `service_documentation`
- Your processor, for the entry mode and chip results it holds |
Sources: [Stripe's evidence by product type](https://docs.stripe.com/disputes/categories#dispute-category-types) VENDOR; [Stripe's dispute response form](https://docs.stripe.com/disputes/responding) VENDOR; [Shopify's evidence by reason](https://help.shopify.com/en/manual/payments/chargebacks/chargeback-reasons) VENDOR; [Shopify's order risk analysis](https://help.shopify.com/en/manual/fulfillment/managing-orders/protecting-orders/fraud-analysis) VENDOR; [Square's dispute walkthrough](https://squareup.com/help/us/en/article/3882-payment-disputes-walkthrough) VENDOR; [Square's transaction search](https://squareup.com/help/us/en/article/5145-transaction-search) VENDOR. Checked 24 October 2026. Menus move, so follow what your own dashboard shows.
### They say they cancelled recurring payments
Open the code that matches your notice:
- [Visa 13.2](https://paymentsandrisk.com/docs/reference/reason-codes/visa/13-2-cancelled-recurring/)
- [Mastercard 4853](https://paymentsandrisk.com/docs/reference/reason-codes/mastercard/cardholder-dispute/)
- [Amex C28](https://paymentsandrisk.com/docs/reference/reason-codes/amex/c28-cancelled-recurring/)
- [Discover AP](https://paymentsandrisk.com/docs/reference/reason-codes/discover/ap-cancelled-recurring/)
Then use the [recurring-payment records](https://paymentsandrisk.com/docs/chargebacks/representment/compelling-evidence/#recurring--subscription-transactions).
Records by what you sell:
| What you sell | Shipped goods | Digital or online | In person or a service |
| --- | --- | --- | --- |
| Records that answer it | - Your cancellation policy as the customer saw it, and when
- Renewal notices you sent
- Your cancellation log: no request, or one after this charge | - Your cancellation policy and how you showed it before purchase
- Activity logs showing use after the date they say they cancelled
- Renewal notices you sent | - Your cancellation policy and how you showed it
- Service dates and records after the claimed cancellation
- Renewal notices and the customer's replies |
| Where to find them | - Shopify: Orders, open the order, then **Add evidence** on the chargeback banner, with the policy, your cancellation emails and when the customer saw the policy
- Stripe: **Counter dispute** on the dispute details page: `cancellation_policy`, `cancellation_policy_disclosure`, `cancellation_rebuttal`, `customer_communication`
- Square: Orders & payments > Disputes, in the dispute's information request form | - Shopify: Orders, open the order, then **Add evidence** on the chargeback banner, with an activity log of access after the claimed cancellation
- Stripe: **Counter dispute** on the dispute details page: `cancellation_policy`, `cancellation_rebuttal`, `customer_communication`
- Your own server or app logs for the activity record | - Stripe: **Counter dispute** on the dispute details page: `cancellation_policy`, `service_date`, `service_documentation`
- Square: the payments in Orders & payments > Transactions; attach the records in the dispute form
- Your booking or membership records |
Sources: [Stripe's evidence by product type](https://docs.stripe.com/disputes/categories#dispute-category-types) VENDOR; [Shopify's evidence by reason](https://help.shopify.com/en/manual/payments/chargebacks/chargeback-reasons) VENDOR; [Shopify's chargeback response page](https://help.shopify.com/en/manual/payments/chargebacks/chargebacks-in-admin) VENDOR; [Square's dispute walkthrough](https://squareup.com/help/us/en/article/3882-payment-disputes-walkthrough) VENDOR; [Square's transaction search](https://squareup.com/help/us/en/article/5145-transaction-search) VENDOR. Checked 24 October 2026. Menus move, so follow what your own dashboard shows.
### Is it worth contesting after the fee?
Start with [which state you're in](https://paymentsandrisk.com/docs/chargebacks/refund-strategy/#which-state-are-you-in). Check that before taking another refund or dispute action.
Ask what extra fee applies if you contest. What's still recoverable, and how long will responding take? Use your own contract and case details, because a code can't supply those numbers for you. [Mastercard's merchant FAQ](https://www.mastercard.com/us/en/news-and-trends/Insights/2020/disputing-chargebacks-8-questions-merchants-ask-most-often.html) NETWORK discusses weighing the time and cost.
If the case is already closed or lost, go to [after a lost dispute](https://paymentsandrisk.com/docs/chargebacks/after-a-lost-dispute/) with the decision beside you. Save the decision and case records before asking what's left.
## Scale Callout
| Who's handling it | First useful step |
| --- | --- |
| Just you | Keep the claim, code, deadline and records together |
| Small team | Give each case one owner |
| Several providers | Keep the provider and case status with each record |
## Where This Breaks
**There's only a category.** Ask for the code and subreason before choosing which claim your records need to answer.
**It wasn't a card payment.** Use [bank return codes](https://paymentsandrisk.com/docs/reference/return-codes/ach/) for an ACH return. For a failed card payment, use [decline codes](https://paymentsandrisk.com/docs/reference/decline-codes/).
**You've already refunded or responded.** Check [the case state](https://paymentsandrisk.com/docs/chargebacks/refund-strategy/#which-state-are-you-in) before another action.
**The case is lost.** Use [the post-loss guide](https://paymentsandrisk.com/docs/chargebacks/after-a-lost-dispute/), with the decision beside you.
## Test to Run
Try the chooser against one notice you've actually received. Can you name the claim, code and deadline? Open the matching guide and choose one existing record, asking for any missing subreason before building the packet.
New to chargebacks?
Looking up a code? You're in the right place. For the basics, [start with What Is a Chargeback?](https://paymentsandrisk.com/docs/chargebacks/).
## Cross-Network Comparison
### Response Time Frames
These are the networks' own windows. The date on your notice is the one to meet.
| Network | Representment Window |
| --- | --- |
| Mastercard | 45 days (varies by region) |
| Visa | 30 days (see your notice) |
| Amex | 20 days |
| Discover | Not published |
Discover doesn't publish its dispute windows. Get them from your acquirer in writing, and work to the date on your notice.
### Liability Shift (3DS)
| Network | Full Shift Code |
| --- | --- |
| Mastercard | SLI 1 or 2 |
| Visa | ECI 05 |
| Amex | ECI 05 |
| Discover | ECI 05 |
## Do next
- [Representment](https://paymentsandrisk.com/docs/chargebacks/representment/) - Fighting chargebacks
- [Use AI on a dispute](https://paymentsandrisk.com/docs/ai/for-small-businesses/disputes/) - Read the notice and draft a reply you check
- [Chargeback Lifecycle](https://paymentsandrisk.com/docs/chargebacks/lifecycle/) - Full dispute flow
## Look up
- [Time Frames Reference](https://paymentsandrisk.com/docs/reference/time-frames/) - Response deadlines
- [Network Monitoring Programs](https://paymentsandrisk.com/docs/chargebacks/monitoring/thresholds/) - VAMP, ECM thresholds
- [Fraud Classification](https://paymentsandrisk.com/docs/reference/fraud-classification/) - Identify fraud types
## Deeper
- **[Cross-Network Comparison](https://paymentsandrisk.com/docs/reference/reason-codes/#cross-network-comparison)** - Response times and liability shift
- [Chargeback Prevention](https://paymentsandrisk.com/docs/chargebacks/prevention/) - Stop disputes before filing
- [Chargeback Alerts](https://paymentsandrisk.com/docs/chargebacks/prevention/alerts/) - RDR, Ethoca, CDRN
- [3D Secure](https://paymentsandrisk.com/docs/fraud/prevention/3ds/) - Authentication and liability shift
- [Friendly Fraud](https://paymentsandrisk.com/docs/fraud/types/friendly-fraud/) - First-party abuse patterns
- [Reduce Chargebacks Fast](https://paymentsandrisk.com/docs/playbooks/reduce-chargebacks-fast/) - Crisis response
## Sources
| Source | Scope |
| --- | --- |
| [Stripe code categories](https://docs.stripe.com/disputes/categories) VENDOR | Visa, Mastercard and Amex mappings; multiple Mastercard 4853 subreasons |
| [Stripe reason-code evidence guide](https://docs.stripe.com/disputes/reason-codes-defense-requirements) VENDOR | Claim-specific evidence examples, including product and authorization claims |
| [Shopify chargeback reasons](https://help.shopify.com/en/manual/payments/chargebacks/chargeback-reasons) VENDOR | Non-receipt, product, cancellation and digital evidence examples |
| [Mastercard merchant FAQ](https://www.mastercard.com/us/en/news-and-trends/Insights/2020/disputing-chargebacks-8-questions-merchants-ask-most-often.html) NETWORK | Acquirer deadline; evidence matched to the claim; time and cost of contesting |
| [Braintree evidence requirements](https://developer.paypal.com/braintree/docs/guides/disputes/evidence-requirements/ruby) VENDOR | Discover CNP code update effective 17 April 2026; older codes retained for older or in-flight cases |