Dispute reason codes and the evidence that answers them
Every chargeback carries a reason code — a short identifier the attaches to say what the cardholder is claiming. It is the single most useful thing on the case, because it tells you which documents will actually be read. A response that answers the wrong claim loses even when the payment was perfectly good.
This page lists every code MONEI recognises, in the same words your Dashboard uses. For how to write and file the response itself, see Respond to a dispute.
Reason codes are set by the , not by MONEI. The code and its description reach us from the bank that handles the case and are shown on the dispute unchanged.
Find the code on your dispute
Open the dispute in your MONEI Dashboard — the reason code and its description sit in the dispute details, and you can filter the Disputes list by Reason code to see every case sharing one.
Inside the dispute, What documents can support my case? shows the same guidance you'll find below for that specific code, so you don't have to come here while you work.
Evidence that helps almost any dispute
When a code isn't listed below — the banks we clear through also send American Express, Discover and JCB codes, and retired codes from older rulebooks — the Dashboard shows this general set instead. It is also a sensible floor for any response.
What to provide
- The order record: date, amount, items bought, and the name, email and address the customer gave
- Proof of delivery: carrier, tracking number, delivery date and the address it was signed for
- For a service, records of when it was provided and by whom; for digital goods, download or access logs tied to the customer account
- Proof the cardholder authorised the payment: the 3-D Secure result, the AVS and CVV match, or the signature or PIN
- The terms the customer accepted at checkout: prices, delivery dates, and your refund, cancellation and returns policy
- Your correspondence with the customer about the problem, and anything you offered to resolve it
- Any refund you already issued for this payment, with its date and amount
Send the specific documents first and the general ones second. A short, well-matched response reads better than a long one, and there is a 1,000-page limit on the assembled file.
Visa codes
Visa codes are hierarchical: 12.6.1 is a sub-case of 12.6, which belongs to family 12. If your dispute carries a sub-code that isn't listed, use the nearest listed one above it — that is exactly what the Dashboard does.
Visa 10
The cardholder says they did not authorise this payment.
10.1
The issuer says a counterfeit card was used and is shifting liability because the payment was not read by chip.
What to provide
- Terminal records showing how the card was read — chip, PIN, contactless or magnetic stripe
- The signed receipt or terminal slip for the payment
- Proof the cardholder was present: identification checked, collection record or camera footage
- Earlier payments from the same customer, account or device that were never disputed
- Any refund you already issued for this payment, with its date and amount
10.2
The issuer says a lost, stolen or never-received card was used and is shifting liability because the payment was not verified by PIN.
What to provide
- The signed receipt or terminal slip for the payment
- Terminal records showing how the card was read — chip, PIN, contactless or magnetic stripe
- Proof the cardholder was present: identification checked, collection record or camera footage
- Earlier payments from the same customer, account or device that were never disputed
- Any refund you already issued for this payment, with its date and amount
10.3
The cardholder says they did not authorise a payment made in person.
What to provide
- The signed receipt or terminal slip for the payment
- Terminal records showing how the card was read — chip, PIN, contactless or magnetic stripe
- Proof the cardholder was present: identification checked, collection record or camera footage
- Earlier payments from the same customer, account or device that were never disputed
- Any refund you already issued for this payment, with its date and amount
10.4
The cardholder says they did not authorise or take part in a payment made online, by phone or by mail.
What to provide
- Proof the cardholder authorised the payment: the 3-D Secure result, the AVS and CVV match, or the signature or PIN
- Proof of delivery: carrier, tracking number, delivery date and the address it was signed for
- Records tying the buyer to the cardholder: account and login history, IP address, device, phone number or email used
- Earlier payments from the same customer, account or device that were never disputed
- A description of what was bought, and any download or usage log for it
- Any refund you already issued for this payment, with its date and amount
10.5
The issuer is acting on a Visa fraud-monitoring listing for the account, not only on one cardholder complaint.
What to provide
- Proof the cardholder authorised the payment: the 3-D Secure result, the AVS and CVV match, or the signature or PIN
- Proof of delivery: carrier, tracking number, delivery date and the address it was signed for
- Records tying the buyer to the cardholder: account and login history, IP address, device, phone number or email used
- What you have changed to reduce fraud on this account since the payment
- Any refund you already issued for this payment, with its date and amount
10 — any other 10.x code
What to provide
- Proof the cardholder authorised the payment: the 3-D Secure result, the AVS and CVV match, or the signature or PIN
- Proof of delivery: carrier, tracking number, delivery date and the address it was signed for
- Records tying the buyer to the cardholder: account and login history, IP address, device, phone number or email used
- Earlier payments from the same customer, account or device that were never disputed
- A description of what was bought, and any download or usage log for it
- Any refund you already issued for this payment, with its date and amount
Visa 11
The issuer says the payment was taken without a valid authorisation.
11.1
The issuer says the card was listed as one to recover when the payment was taken.
What to provide
- The authorisation record for the payment: approval code, date, amount and the terminal or gateway that requested it
- Proof the amount settled matches the amount authorised, and that any difference was disclosed and agreed
- Evidence that any declined attempt was followed by a separate, approved authorisation
- Any refund you already issued for this payment, with its date and amount
11.2
The issuer says the payment was completed after it had been declined.
What to provide
- The authorisation record for the payment: approval code, date, amount and the terminal or gateway that requested it
- Proof the amount settled matches the amount authorised, and that any difference was disclosed and agreed
- Evidence that any declined attempt was followed by a separate, approved authorisation
- Any refund you already issued for this payment, with its date and amount
11.3
The issuer says no valid authorisation was obtained for the payment.
What to provide
- The authorisation record for the payment: approval code, date, amount and the terminal or gateway that requested it
- Proof the amount settled matches the amount authorised, and that any difference was disclosed and agreed
- Evidence that any declined attempt was followed by a separate, approved authorisation
- Any refund you already issued for this payment, with its date and amount
11 — any other 11.x code
What to provide
- The authorisation record for the payment: approval code, date, amount and the terminal or gateway that requested it
- Proof the amount settled matches the amount authorised, and that any difference was disclosed and agreed
- Evidence that any declined attempt was followed by a separate, approved authorisation
- Any refund you already issued for this payment, with its date and amount
Visa 12
The issuer says the payment was processed incorrectly.
12.1
The issuer says the payment was settled too long after it was authorised.
What to provide
- The authorisation record for the payment: approval code, date, amount and the terminal or gateway that requested it
- The settlement record and its date, set against the authorisation date
- The reason for any delay, such as a shipment or service date agreed with the customer
- Any refund you already issued for this payment, with its date and amount
12.2
The issuer says the payment was submitted as the wrong type of transaction.
What to provide
- The transaction record showing the type that was submitted
- The receipt or order confirmation the customer agreed to
- Any refund you already issued for this payment, with its date and amount
12.3
The issuer says the payment was processed in the wrong currency.
What to provide
- The checkout page or receipt showing the currency the customer agreed to pay in
- The transaction record showing the currency that was used
- Where currency conversion was offered, proof the customer chose it
- Any refund you already issued for this payment, with its date and amount
12.4
The issuer says the payment was billed to the wrong account number.
What to provide
- The transaction record showing the account number that was billed
- The authorisation record for the payment: approval code, date, amount and the terminal or gateway that requested it
- Proof the payment was reversed and taken again correctly, if it was
- Any refund you already issued for this payment, with its date and amount
12.5
The cardholder says the amount billed is not the amount they agreed to.
What to provide
- The signed receipt or order confirmation showing the amount the customer agreed to
- Proof the amount settled matches the amount authorised, and that any difference was disclosed and agreed
- Proof that any tip, tax, shipping or surcharge was disclosed before the customer paid
- Any refund you already issued for this payment, with its date and amount
12.6
The cardholder says they were billed twice for the same purchase, or had already paid for it another way.
What to provide
- Records of both payments showing they are separate purchases: different dates, items or order numbers
- The receipt or order confirmation for each payment
- If the customer paid another way, proof that other payment was refunded or never taken
- Any refund you already issued for this payment, with its date and amount
12.7
The issuer says the authorisation was sent with invalid or incorrect data.
What to provide
- The authorisation record for the payment: approval code, date, amount and the terminal or gateway that requested it
- The transaction record showing the data that was submitted
- Any refund you already issued for this payment, with its date and amount
12 — any other 12.x code
What to provide
- The transaction and authorisation records: date, amount, currency, account number and transaction type
- The receipt or order confirmation the customer agreed to
- Proof the amount settled matches the amount authorised, and that any difference was disclosed and agreed
- Any refund you already issued for this payment, with its date and amount
Visa 13
The cardholder disputes what they paid for, or a refund they expected.
13.1
The cardholder says they paid but never received the merchandise or service.
What to provide
- Proof of delivery: carrier, tracking number, delivery date and the address it was signed for
- For a service, records of when it was provided and by whom; for digital goods, download or access logs tied to the customer account
- The order record: date, amount, items bought, and the delivery address the customer gave
- The terms the customer accepted at checkout: prices, delivery dates, and your refund, cancellation and returns policy
- Your correspondence with the customer about the problem, and anything you offered to resolve it
- Any refund you already issued for this payment, with its date and amount
13.2
The cardholder says they cancelled the recurring payment before it was taken.
What to provide
- The customer agreement to the recurring charge, showing the billing dates and amounts they accepted
- Your cancellation terms and proof the customer was shown them
- Records showing no cancellation reached you before the payment date, or reached you after it
- Proof the service was still available to the customer, and any record of them using it
- Any refund you already issued for this payment, with its date and amount
13.3
The cardholder disputes the quality of what was paid for: not as described, or defective.
What to provide
- The product description, listing or quote the customer saw before buying
- Documentation showing the merchandise or service matched that description
- Photographs, specifications or test results showing what was sent was not defective or counterfeit
- Proof the item was repaired, replaced or inspected, if that was offered
- Your refund, cancellation and returns policy, and proof the customer was shown it and accepted it before paying
- Your correspondence with the customer about the problem, and anything you offered to resolve it
- Proof the item was never returned, or was returned outside your return window
- Any refund you already issued for this payment, with its date and amount
13.4
The cardholder says the merchandise is counterfeit.
What to provide
- Proof of authenticity: supplier invoices, distribution or licensing agreements, certificates
- Evidence the goods reached you through an authorised channel
- Any inspection or appraisal report on the item in question
- Your refund, cancellation and returns policy, and proof the customer was shown it and accepted it before paying
- Any refund you already issued for this payment, with its date and amount
13.5
The cardholder says the terms of the sale were misrepresented to them.
What to provide
- The product description, listing or quote the customer saw before buying
- The terms of sale as shown at purchase, and proof the customer accepted them
- Documentation showing the merchandise or service matched that description
- Your correspondence with the customer about the problem, and anything you offered to resolve it
- Any refund you already issued for this payment, with its date and amount
13.6
The cardholder says you promised a refund or credit that never arrived, or that they returned the goods and were not refunded.
What to provide
- Proof the refund or credit was issued: its date, amount and the payment it was applied to
- Your refund, cancellation and returns policy, and proof the customer was shown it and accepted it before paying
- If the refund was refused, the reason and the policy term it rests on
- Proof the item was never returned, or was returned outside your return window
- Your correspondence with the customer about the problem, and anything you offered to resolve it
13.7
The cardholder says they cancelled the order or returned the merchandise and expect their money back.
What to provide
- Your refund, cancellation and returns policy, and proof the customer was shown it and accepted it before paying
- Records of when the customer asked to cancel, and what your terms allowed at that point
- Proof the item was never returned, or was returned outside your return window
- Proof the service was delivered, in full or in part, after the cancellation request
- Any refund you already issued for this payment, with its date and amount
13.8
The cardholder says they did not accept, or could not receive, a credit you sent.
What to provide
- The record of the credit you sent: its date, amount and destination account
- Evidence the customer asked for the credit and agreed to receive it that way
- Proof of any reversal of that credit
13.9
The cardholder says they did not receive the cash or the loaded value they paid for.
What to provide
- The terminal record for the transaction and the outcome it reported
- The dispense or load record, showing whether the value was released
- Proof the value was made available afterwards, or the payment reversed
13 — any other 13.x code
What to provide
- The product description, listing or quote the customer saw before buying
- Proof of delivery: carrier, tracking number, delivery date and the address it was signed for
- For a service, records of when it was provided and by whom; for digital goods, download or access logs tied to the customer account
- Your refund, cancellation and returns policy, and proof the customer was shown it and accepted it before paying
- Your correspondence with the customer about the problem, and anything you offered to resolve it
- Any refund you already issued for this payment, with its date and amount
Mastercard codes
Mastercard codes are flat four-digit numbers with no family to fall back on. A code that isn't listed here uses the general set.
4807
The issuer says the card was listed as one to recover when the payment was taken.
What to provide
- The authorisation record for the payment: approval code, date, amount and the terminal or gateway that requested it
- Proof the amount settled matches the amount authorised, and that any difference was disclosed and agreed
- Evidence that any declined attempt was followed by a separate, approved authorisation
- Any refund you already issued for this payment, with its date and amount
4808
The issuer says the payment was taken without a valid authorisation.
What to provide
- The authorisation record for the payment: approval code, date, amount and the terminal or gateway that requested it
- Proof the amount settled matches the amount authorised, and that any difference was disclosed and agreed
- Evidence that any declined attempt was followed by a separate, approved authorisation
- Any refund you already issued for this payment, with its date and amount
4831
The cardholder says the amount billed is not the amount they agreed to.
What to provide
- The signed receipt or order confirmation showing the amount the customer agreed to
- Proof the amount settled matches the amount authorised, and that any difference was disclosed and agreed
- Proof that any tip, tax, shipping or surcharge was disclosed before the customer paid
- Any refund you already issued for this payment, with its date and amount
4834
The cardholder says the payment was processed incorrectly at the point of sale — for example billed twice, or for the wrong amount.
What to provide
- Records of both payments showing they are separate purchases: different dates, items or order numbers
- The receipt or order confirmation for each payment
- If the customer paid another way, proof that other payment was refunded or never taken
- Any refund you already issued for this payment, with its date and amount
4837
The cardholder says they did not authorise this payment.
What to provide
- Proof the cardholder authorised the payment: the 3-D Secure result, the AVS and CVV match, or the signature or PIN
- Proof of delivery: carrier, tracking number, delivery date and the address it was signed for
- Records tying the buyer to the cardholder: account and login history, IP address, device, phone number or email used
- Earlier payments from the same customer, account or device that were never disputed
- A description of what was bought, and any download or usage log for it
- Any refund you already issued for this payment, with its date and amount
4840
The cardholder says they did not authorise payments made in person on their card.
What to provide
- The signed receipt or terminal slip for the payment
- Terminal records showing how the card was read — chip, PIN, contactless or magnetic stripe
- Proof the cardholder was present: identification checked, collection record or camera footage
- Earlier payments from the same customer, account or device that were never disputed
- Any refund you already issued for this payment, with its date and amount
4841
The cardholder says they cancelled the recurring or digital-goods payment before it was taken.
What to provide
- The customer agreement to the recurring charge, showing the billing dates and amounts they accepted
- Your cancellation terms and proof the customer was shown them
- Records showing no cancellation reached you before the payment date, or reached you after it
- Proof the service was still available to the customer, and any record of them using it
- Any refund you already issued for this payment, with its date and amount
4842
The issuer says the payment was settled too long after it was authorised.
What to provide
- The authorisation record for the payment: approval code, date, amount and the terminal or gateway that requested it
- The settlement record and its date, set against the authorisation date
- The reason for any delay, such as a shipment or service date agreed with the customer
- Any refund you already issued for this payment, with its date and amount
4846
The issuer says the payment was processed in the wrong currency.
What to provide
- The checkout page or receipt showing the currency the customer agreed to pay in
- The transaction record showing the currency that was used
- Where currency conversion was offered, proof the customer chose it
- Any refund you already issued for this payment, with its date and amount
4849
Mastercard has flagged the payment under one of its merchant-monitoring programs, not only on one cardholder complaint.
What to provide
- Proof the cardholder authorised the payment: the 3-D Secure result, the AVS and CVV match, or the signature or PIN
- Proof of delivery: carrier, tracking number, delivery date and the address it was signed for
- Records tying the buyer to the cardholder: account and login history, IP address, device, phone number or email used
- What you have changed to reduce fraud on this account since the payment
- Any refund you already issued for this payment, with its date and amount
4850
The cardholder disputes an instalment of a payment plan.
What to provide
- The instalment agreement the customer accepted, with its schedule and amounts
- Records of the instalments taken so far, and which one is disputed
- Proof of delivery: carrier, tracking number, delivery date and the address it was signed for
- For a service, records of when it was provided and by whom; for digital goods, download or access logs tied to the customer account
- Any refund you already issued for this payment, with its date and amount
4853
The cardholder disputes the quality of what was paid for: not as described, defective, not received, or a refund that never arrived.
What to provide
- The product description, listing or quote the customer saw before buying
- Documentation showing the merchandise or service matched that description
- Photographs, specifications or test results showing what was sent was not defective or counterfeit
- Proof the item was repaired, replaced or inspected, if that was offered
- Proof of delivery: carrier, tracking number, delivery date and the address it was signed for
- Your refund, cancellation and returns policy, and proof the customer was shown it and accepted it before paying
- Your correspondence with the customer about the problem, and anything you offered to resolve it
- Any refund you already issued for this payment, with its date and amount
4854
The cardholder has a complaint that fits no other category and says they tried to settle it with you first.
What to provide
- Your correspondence with the customer about the problem, and anything you offered to resolve it
- The terms the customer accepted at checkout: prices, delivery dates, and your refund, cancellation and returns policy
- Documentation showing the merchandise or service matched that description
- Any refund you already issued for this payment, with its date and amount
4855
The cardholder says they paid but never received the merchandise or service.
What to provide
- Proof of delivery: carrier, tracking number, delivery date and the address it was signed for
- For a service, records of when it was provided and by whom; for digital goods, download or access logs tied to the customer account
- The order record: date, amount, items bought, and the delivery address the customer gave
- The terms the customer accepted at checkout: prices, delivery dates, and your refund, cancellation and returns policy
- Your correspondence with the customer about the problem, and anything you offered to resolve it
- Any refund you already issued for this payment, with its date and amount
4859
The cardholder disputes a charge added after the original payment — an addendum, a no-show charge, or an ATM withdrawal.
What to provide
- The signed rental, booking or service agreement showing the extra charge was agreed
- An itemisation of the extra charge and what it covers
- Your no-show or late-cancellation policy, and proof the customer was shown it
- The terminal record for the transaction and the outcome it reported
- Any refund you already issued for this payment, with its date and amount
4860
The cardholder says you promised a refund or credit that never arrived, or that they returned the goods and were not refunded.
What to provide
- Proof the refund or credit was issued: its date, amount and the payment it was applied to
- Your refund, cancellation and returns policy, and proof the customer was shown it and accepted it before paying
- If the refund was refused, the reason and the policy term it rests on
- Proof the item was never returned, or was returned outside your return window
- Your correspondence with the customer about the problem, and anything you offered to resolve it
4863
The cardholder does not recognise the payment on their statement.
What to provide
- The billing descriptor that appears on the statement, and the trading name it stands for
- The order record: date, amount, items bought, and the name and email the customer gave
- Proof of delivery: carrier, tracking number, delivery date and the address it was signed for
- Records tying the buyer to the cardholder: account and login history, IP address, device, phone number or email used
- Earlier payments from the same customer, account or device that were never disputed
- Any refund you already issued for this payment, with its date and amount
4870
The issuer says a counterfeit card was used and is shifting liability because the payment was not read by chip.
What to provide
- The signed receipt or terminal slip for the payment
- Terminal records showing how the card was read — chip, PIN, contactless or magnetic stripe
- Proof the cardholder was present: identification checked, collection record or camera footage
- Earlier payments from the same customer, account or device that were never disputed
- Any refund you already issued for this payment, with its date and amount
4871
The issuer says a lost, stolen or never-received card was used and is shifting liability because the payment was not verified by PIN.
What to provide
- The signed receipt or terminal slip for the payment
- Terminal records showing how the card was read — chip, PIN, contactless or magnetic stripe
- Proof the cardholder was present: identification checked, collection record or camera footage
- Earlier payments from the same customer, account or device that were never disputed
- Any refund you already issued for this payment, with its date and amount