CODE
MEANING
WHAT USUALLY CAUSED IT
DEADLINE
PREVENTABLE
Other fraud, card absent
Cardholder says they did not authorise the purchase. In practice, often a real customer who did not recognise the descriptor.
30 days
Yes
EMV liability shift, counterfeit
Counterfeit card used where the terminal could not read the chip. Rare online.
30 days
No
Visa fraud monitoring programme
Filed by the issuer as part of a fraud programme rather than by the cardholder directly.
30 days
Partly
Incorrect amount
Charged amount does not match what the customer agreed, often a currency or tip error.
30 days
Partly
Merchandise or services not received
Shipping ran past the promised window, or tracking shows no delivery.
30 days
Yes
Cancelled recurring transaction
Subscription renewed after the customer believed they had cancelled.
30 days
Yes
Not as described or defective
Product arrived but does not match the listing. Usually a genuine quality dispute.
30 days
No
Credit not processed
A refund was promised or a return accepted, and the credit never appeared.
30 days
Yes
Cancelled merchandise or services
Order was cancelled under your own policy but still charged.
30 days
Yes
No cardholder authorisation
The Mastercard equivalent of 10.4. Fraud claim on a card-absent transaction.
45 days
Yes
Cardholder dispute
Broad category covering not received, not as described and cancelled recurring.
45 days
Partly
Goods or services not provided
Paid for, never delivered. Long shipping times are the usual driver.
45 days
Yes
Credit not processed
Refund agreed and not issued, or issued outside the expected window.
45 days
Yes
Point of interaction error
Duplicate charge or an amount processed incorrectly.
45 days
Partly
No code matched that. Try the number on its own, or a phrase like “not received”.
Deadlines are the merchant response windows commonly applied by each network and vary by acquirer and region. Treat them as planning figures and confirm with your processor.