fact_check REASON CODE GUIDE
Chargeback reason codes, explained for Shopify merchants
Every dispute carries a reason code from the card network. Find yours, learn what the bank is really asking, and see what evidence to send.
What is a chargeback reason code?
A reason code is a short code the cardholder's bank attaches to a dispute to say why the customer is challenging the payment. It decides which rules apply and which evidence the bank will accept. Shopify also shows its own plain label, such as Fraudulent or Product not received. The network code tells you the exact claim behind it.
The same claim has a different code on each network. Item not received is Visa 13.1, American Express C08 and Discover RG, and Mastercard handles it inside 4853. To find your code, open the dispute in Shopify Admin under Finances, then Disputes. The due date is on the same page.
Visa reason codes
10.4Other Fraud: Card-Absent EnvironmentThe cardholder says they did not authorise an online or phone purchase.Fraudulent
12.6.1Duplicate ProcessingThe cardholder says the same purchase was charged more than once.Duplicate
12.6.2Paid by Other MeansThe cardholder says they paid for the same purchase another way.Duplicate
13.1Merchandise/Services Not ReceivedThe cardholder says the goods or services never arrived.Full guide →13.2Cancelled Recurring TransactionThe cardholder says they cancelled a subscription but were still charged.Subscription cancelled
13.3Not as Described or Defective Merchandise/ServicesThe cardholder says the item was faulty or not what you advertised.Product unacceptable
13.4Counterfeit MerchandiseThe cardholder says the item they received was counterfeit.Product unacceptable
13.5MisrepresentationThe cardholder says the terms or nature of the sale were misrepresented.Product unacceptable
13.6Credit Not ProcessedThe cardholder says a promised refund or credit never arrived.Credit not processed
13.7Cancelled Merchandise/ServicesThe cardholder says they cancelled the order or service and were still charged.Credit not processed
Mastercard reason codes
4837No Cardholder AuthorizationThe cardholder says they did not authorise the purchase.Fraudulent
4853Cardholder DisputeA broad code for consumer claims such as goods not received, not as described or credit not processed.Product not received
4854Cardholder Dispute: Not Elsewhere ClassifiedA consumer dispute that does not fit another Mastercard category. Used in the United States.General
4834Point-of-Interaction ErrorA processing error such as a duplicate charge or an incorrect amount.Duplicate
4808Authorization-Related ChargebackThe bank says the sale was not properly authorised at the time.General
4849Questionable Merchant ActivityA fraud-related code tied to questionable merchant activity.General
American Express reason codes
F29Card Not PresentThe cardholder denies making an online or phone purchase.Fraudulent
F24No Cardmember AuthorizationThe cardholder says they did not authorise the charge.Fraudulent
C08Goods/Services Not ReceivedThe cardholder says the goods or services were not received.Product not received
C31Goods/Services Not as DescribedThe cardholder says the item was faulty or differed from the description.Product unacceptable
C02Credit Not ProcessedThe cardholder expected a full or partial credit that did not arrive.Credit not processed
C28Canceled Recurring BillingThe cardholder says they cancelled recurring billing but were still charged.Subscription cancelled
P08Duplicate ChargeThe cardholder says they were charged twice for the same purchase.Duplicate
Reason codes and network rules change. Shopify shows your exact due date on each dispute. This guide is general information, not legal advice.