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Visa Chargeback Reason Codes Physical Goods
Reason Code 10.1: EMV Liability Shift Counterfeit Fraud Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Recommended Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Recommended Shipment Date Recommended Shipper/Carrier Recommended Order history/History of undisputed transactions for the same products Recommended Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Recommended Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Recommended Evidence proving a link between the customer and the person receiving the product Recommended Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Recommended Proof that your business is processing only CNP, or that you are EMV compliant Recommended Signed Proof of Delivery or Services Rendered Optional
Reason Code 10.2: EMV Liability Shift Non-Counterfeit Fraud Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Recommended Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Recommended Shipment Date Recommended Shipper/Carrier Recommended Order history/History of undisputed transactions for the same products Recommended Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Recommended Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Recommended Evidence proving a link between the customer and the person receiving the product Recommended Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Recommended Proof that your business is processing only CNP, or that you are EMV compliant Recommended Signed Proof of Delivery or Services Rendered Optional
Reason Code 10.3: Other Fraud — Card Present Environment
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Recommended Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Recommended Shipment Date Recommended Shipper/Carrier Recommended Order history/History of undisputed transactions for the same products Recommended Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Recommended Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Recommended Evidence proving a link between the customer and the person receiving the product Recommended Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Recommended Proof that your business is processing only CNP, or that you are EMV compliant Recommended Signed Proof of Delivery or Services Rendered Recommended
Reason Code 10.4: Other Fraud — Card Absent Environment
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Crucial Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Crucial Tracking Number Recommended Shipment Date Recommended Shipper/Carrier Recommended Order history/History of undisputed transactions for the same products Crucial Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Crucial Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Crucial Evidence proving a link between the customer and the person receiving the product Crucial Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Crucial Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Crucial
Reason Code 10.5: Visa Fraud Monitoring Program
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Recommended Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Recommended Shipment Date Recommended Shipper/Carrier Recommended Order history/History of undisputed transactions for the same products Recommended Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Recommended Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Recommended Evidence proving a link between the customer and the person receiving the product Recommended Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Recommended Proof that your business is processing only CNP, or that you are EMV compliant Recommended Signed Proof of Delivery or Services Rendered Recommended
Reason Code 11.1: Card Recovery Bulletin
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Recommended Customer Email Required Device ID (if CNP) Recommended Device Name (if CNP) Recommended Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Recommended Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Recommended Evidence proving a link between the customer and the person receiving the product Recommended Proof that the cardholder's email, device, and/or card can be linked to their digital profile Recommended Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Recommended Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Recommended
Reason Code 11.2: Declined Authorization
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Recommended Device Name (if CNP) Recommended Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Optional Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 11.3: Declined Authorization
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Recommended Device Name (if CNP) Recommended Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Optional Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 12.1: Late Presentment
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Optional Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 12.2: Incorrect Transaction Code
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Optional Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 12.3: Incorrect Currency
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Recommended Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Optional Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 12.4: Incorrect Account Number
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Optional Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 12.5: Incorrect Amount
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Optional Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 12.6: Duplicate Processing/Paid by Other Means
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Recommended Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Optional Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 12.7: Invalid Data
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Optional Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 13.1: Merchandise/Services Not Received
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Crucial Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Crucial Tracking Number Recommended Shipment Date Recommended Shipper/Carrier Recommended Order history/History of undisputed transactions for the same products Crucial Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Optional Delivery Confirmation (signature is NOT required) Recommended Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Crucial Evidence proving a link between the customer and the person receiving the product Crucial Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Crucial Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Crucial Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Recommended
Reason Code 13.3: Not as Described or Defective Merchandise/Services
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Optional Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 13.4: Counterfeit Merchandise
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Recommended Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Optional Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 13.5: Misrepresentation
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Recommended Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Optional Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 13.6: Credit Not Processed
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Required Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Optional Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 13.7: Cancelled Merchandise/Services
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Optional Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 13.8: Original Credit Transaction Not Accepted
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Required Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Optional Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 13.9: Non-Receipt of Cash or Load Transaction Value
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Crucial Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Crucial Tracking Number Recommended Shipment Date Recommended Shipper/Carrier Recommended Order history/History of undisputed transactions for the same products Crucial Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Optional Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Crucial Evidence proving a link between the customer and the person receiving the product Crucial Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Crucial Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Crucial Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Recommended
Digital Products or Services
Reason Code 10.1: EMV Liability Shift Counterfeit Fraud Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Recommended Device Name (if CNP) Recommended Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Recommended Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Recommended Evidence proving a link between the customer and the person receiving the product Recommended Proof that the cardholder's email, device, and/or card can be linked to their digital profile Recommended Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Recommended Signed Proof of Delivery or Services Rendered Optional
Reason Code 10.2: EMV Liability Shift Non-Counterfeit Fraud
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Recommended Device Name (if CNP) Recommended Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Recommended Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Recommended Evidence proving a link between the customer and the person receiving the product Recommended Proof that the cardholder's email, device, and/or card can be linked to their digital profile Recommended Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Recommended Signed Proof of Delivery or Services Rendered Optional
Reason Code 10.3: Other Fraud — Card Present Environment
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Recommended Device Name (if CNP) Recommended Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Recommended Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Recommended Evidence proving a link between the customer and the person receiving the product Recommended Proof that the cardholder's email, device, and/or card can be linked to their digital profile Recommended Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Recommended Signed Proof of Delivery or Services Rendered Optional
Reason Code 10.4: Other Fraud — Card Absent Environment
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Recommended Device Name (if CNP) Recommended Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Crucial Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Crucial Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Crucial Evidence proving a link between the customer and the person receiving the product Crucial Proof that the cardholder's email, device, and/or card can be linked to their digital profile Crucial Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 10.5: Visa Fraud Monitoring Program
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Recommended Device Name (if CNP) Recommended Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Recommended Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Recommended Evidence proving a link between the customer and the person receiving the product Recommended Proof that the cardholder's email, device, and/or card can be linked to their digital profile Recommended Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Recommended Signed Proof of Delivery or Services Rendered Optional
Reason Code 11.1: Card Recovery Bulletin
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Recommended Device Name (if CNP) Recommended Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Recommended Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Recommended Evidence proving a link between the customer and the person receiving the product Recommended Proof that the cardholder's email, device, and/or card can be linked to their digital profile Recommended Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Recommended Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Recommended
Reason Code 11.2: Declined Authorization
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Recommended Device Name (if CNP) Recommended Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 11.3: Declined Authorization
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Recommended Device Name (if CNP) Recommended Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 12.1: Late Presentment
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 12.2: Incorrect Transaction Code
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 12.3: Incorrect Currency
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Recommended Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 12.4: Incorrect Account Number
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 12.5: Incorrect Amount
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 12.6: Duplicate Processing/Paid by Other Means
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Required "Duplicate" Transaction Explanation Required Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Recommended Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 12.7: Invalid Data
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 13.1: Merchandise/Services Not Received
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Crucial Device Name (if CNP) Crucial Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Crucial Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Crucial Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Crucial Delivery Confirmation (signature is NOT required) Recommended Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Crucial Proof that the cardholder's email, device, and/or card can be linked to their digital profile Crucial Signed contract or order form Crucial Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Recommended
Reason Code 13.2: Cancelled Recurring
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Recommended Device Name (if CNP) Recommended Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 13.3: Not as Described or Defective Merchandise/Services
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 13.4: Counterfeit Merchandise
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 13.5: Misrepresentation
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 13.6: Credit Not Processed
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Required Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 13.7: Cancelled Merchandise/Services
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 13.8: Original Credit Transaction Not Accepted
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Required Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 13.9: Non-Receipt of Cash or Load Transaction Value
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Crucial Device Name (if CNP) Crucial Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Crucial Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Crucial Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Crucial Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Crucial Proof that the cardholder's email, device, and/or card can be linked to their digital profile Crucial Signed contract or order form Crucial Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Recommended
Offline Services
Reason Code 10.2: EMV Liability Shift Non-Counterfeit Fraud
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Recommended Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Recommended Evidence proving a link between the customer and the person receiving the product Recommended Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Recommended Proof that your business is processing only CNP, or that you are EMV compliant Recommended Signed Proof of Delivery or Services Rendered Optional
Reason Code 10.3: Other Fraud — Card Present Environment
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Recommended Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Recommended Evidence proving a link between the customer and the person receiving the product Recommended Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Recommended Proof that your business is processing only CNP, or that you are EMV compliant Recommended Signed Proof of Delivery or Services Rendered Recommended
Reason Code 10.4: Other Fraud — Card Absent Environment
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Crucial Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Crucial Evidence proving a link between the customer and the person receiving the product Crucial Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Crucial Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Crucial Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Crucial
Reason Code 10.5: Visa Fraud Monitoring Programe
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Recommended Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Recommended Evidence proving a link between the customer and the person receiving the product Recommended Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Recommended Proof that your business is processing only CNP, or that you are EMV compliant Recommended Signed Proof of Delivery or Services Rendered Recommended
Reason Code 11.1: Card Recovery Bulletin
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Recommended Device Name (if CNP) Recommended Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 11.2: Declined Authorization
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Recommended Device Name (if CNP) Recommended Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 11.3: Declined Authorization
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Recommended Device Name (if CNP) Recommended Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 12.1: Late Presentment
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 12.2: Incorrect Transaction Code
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 12.3: Incorrect Currency
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Recommended Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 12.4: Incorrect Account Number
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 12.5: Incorrect Amount
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 12.6: Duplicate Processing/Paid by Other Means
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Required "Duplicate" Transaction Explanation Required Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Recommended Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 12.7: Invalid Data
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 13.1: Merchandise/Services Not Received
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Crucial Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Crucial Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Crucial Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Recommended Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Crucial Evidence proving a link between the customer and the person receiving the product Crucial Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Crucial Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Crucial Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Recommended
Reason Code 13.2: Cancelled Recurring
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 13.3: Not as Described or Defective Merchandise/Services
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 13.4: Counterfeit Merchandise
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Recommended Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 13.5: Misrepresentation
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Recommended Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 13.6: Credit Not Processed
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Required Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 13.7: Cancelled Merchandise/Services
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 13.8: Original Credit Transaction Not Accepted
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Optional Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Required Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Recommended Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Optional Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Optional Evidence proving a link between the customer and the person receiving the product Optional Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Recommended Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Optional Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Optional
Reason Code 13.9: Non-Receipt of Cash or Load Transaction Value
Customer Name Required Billing Address Required Shipping Address (or the address where a service was provided) Crucial Customer Email Required Device ID (if CNP) Optional Device Name (if CNP) Optional Customer IP (if CNP) Recommended Device Location (if CNP) Recommended Receipt or message sent to the customer notifying them of the charge Recommended Product Description Required Evidence of a refund issued prior to the chargeback Optional Refund Amount (if a refund was issued) Required Card Exp Date Recommended Transaction ID Recommended "Duplicate" Transaction ID Optional "Duplicate" Transaction Explanation Optional Authorization ID Recommended Proof of CVV Match Recommended Proof of AVS Match Crucial Tracking Number Optional Shipment Date Optional Shipper/Carrier Optional Order history/History of undisputed transactions for the same products Crucial Attempt to Remedy Prior to CB (Customer Communication) Recommended Click To Accept T&C Recommended Terms & Conditions including cancellation/delivery/dispute/refund/return policy Recommended Web Images (landing page, product page, checkout page) Recommended Proof of usage or service provided (before and/or after date of disputed transaction) Recommended Delivery Confirmation (signature is NOT required) Optional Evidence that the person who signed for the product was the cardholder, or is known by the cardholder Crucial Evidence proving a link between the customer and the person receiving the product Crucial Proof that the cardholder's email, device, and/or card can be linked to their digital profile Optional Signed contract or order form Crucial Evidence that the shipping address (or the address where a service was provided) belongs to the cardholder or someone associated with the cardholder Crucial Proof that your business is processing only CNP, or that you are EMV compliant Optional Signed Proof of Delivery or Services Rendered Recommended
