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Reason codes that matter

How to run thisChargebacks7 steps
GuideReason codes that matter · Calculator lives in the articleOpen

Issuers do not file “a chargeback.” They file a code. Visa Claims Resolution groups them as 10.x fraud, 11.x authorization, 12.x processing, 13.x consumer. Mastercard’s Chargeback Guide uses four-digit codes (4837, 4855, 4841, …). Resellers rename both. Work the network code.

Pair: Reason codes that matter. The table is the families operators actually see — not the complete catalog. Processors sometimes relabel; if the portal says “fraud” and the code is 13.1, believe 13.1.

Families, not vibes

  • Fraud (Visa 10.4, Mastercard 4837 / 4863): they say they did not authorize. This is where 3DS liability shift can matter. Fight when authentication succeeded and fulfillment is clean. Write off small tickets. Refund-to-deflect if the order has not shipped.
  • Authorization / processing (Visa 11.x / 12.x, Mastercard 4808 / 4834): you captured without a valid auth, duplicated, or posted the wrong amount. Credit and close. Fix the cascade.
  • Consumer (Visa 13.x, Mastercard 4853 / 4855): not received, not as described. 3DS does not win these. Tracking or a refund.
  • Cancelled recurring (Visa 13.2, Mastercard 4841): cancel the subscription first, then refund unused cycles. Fighting while the CRM is still billing is how you lose twice.

Default moves in the cheat sheet are operational priors, not network law. A $12 CNP fraud on a one-shot is a write-off even if you “could” fight it. A $180 unshipped order is a refund even if the code is 10.4.

Allocate the case to the MID that took the sale. A blended brand queue is how a good account dies for a bad code mix.

Procedure

  1. Read the network code, not the reseller label.
  2. Put it in a family: fraud, authorization, processing, consumer.
  3. Authorization and processing: credit and close unless the receipt truly matches the capture.
  4. Fraud: fight when 3DS succeeded or fulfillment is clean; write off small tickets; refund if unshipped.
  5. Consumer not-received: fight with tracking, or refund if still in the warehouse.
  6. Cancelled recurring: cancel the MIT path first, then refund unused cycles.
  7. Whatever you choose, allocate the case to the MID that took the sale.

Failure modes

  • Fighting cancelled-recurring while the CRM is still billing.
  • Applying a 3DS packet to a not-as-described code.
  • Using a reseller’s renamed reason as if it were the network code.
  • One playbook for Visa 10.4 and Mastercard 4855.

Worked example

None on this page yet. When one lands it will be a real case: what broke, the number, and what changed. Not a composite.

Glossary

Fraud family
Visa 10.x and Mastercard 4837/4863-class codes: the cardholder (or issuer) says they did not authorize. 3DS liability shift lives here, not on consumer codes.
Consumer family
Visa 13.x and Mastercard 4853/4855/4841-class: not received, not as described, cancelled recurring. Authentication does not win these.
Refund-to-deflect
Refund or cancel before representment because the goods are unshipped, the amount is wrong, or the ticket is cheaper than a loss + fee.

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