Help Centre

Chargeback Reason Codes


AMERICAN EXPRESS
CODE DESCRIPTION
A01 The charge you submitted did not receive a valid authorizationapproval code for the amount of the charge. The charge submitted represents an amount in excess of the approval code received.
A02 The charge you submitted did not receive a valid authorizationapproval code.
A03 A valid six digit authorization code was not provided in your submission file. Your establishment must be able to obtain, capture, and transmit a valid six digit authorization approval code.
A04 We show no record of your establishment receiving a validauthorization approval code. At the time of the sale, your establishment was advised through your authorization system to call in directly to American Express.
A05 We were unable to locate an authorization approval code on our records with the information given on the charge.
A06 The charge represents an amount in excess of the limit agreed upon in our contract with your establishment, and we have been unable to verify that your account obtained an overlimit authorization approval code.
A07 Our records indicate that authorization for this charge was declined.
A08 The charge was submitted after the authorization approval code expired. Authorization approval codes are valid for 30 days. All transactions submitted more than 30 days after theauthorization date require re-authorization.
A09 Authorization approval codes are valid for 30 days. All transactions submitted more than 30 days after theauthorization date will require a re-authorization or become your liability, if the transaction proves to be fraudulent.
A10 The submitted transaction did not receive a valid approval code. We have issued a chargeback for a portion of theunauthorized submitted charge.
C01 We have not received the credit you agreed to provide to the cardholder's account. We are obligated by Federal law to respond to the cardholder within a specified period of time.
C02 We have not received the credit you agreed to provide to the cardholder's account.
C03 Our records do not reflect credit to the cardholder account was received from your establishment. If your records reflect credit was issued, please provide us with the summary amount and check date this credit was processed.
C04 The cardholder has provided proof that the merchandise was returned.
C05 The cardholder has provided supporting documentation that the merchandise ordered was canceled.
C06 Per your agreement with American Express, when you give a refund for a purchase made with the card, you must credit that card account. Please deal directly with the cardholder for reimbursement.
C07 American Express will support your return policies in the event of a dispute provided the policies are on a copy of the receipt or record of the charge that the cardholder signs. Please deal directly with our mutual customer for resolution.
C08 The charge represents merchandise that has not been received by the cardholder. We are not able to bill the cardholder for merchandise not in their possession.
C09 An establishment cannot bill a cardholder for services not rendered.
C10 We previously contacted you regarding this recurring billing, and your establishment authorized us to debit your account. Therefore, please discontinue all future billing.
C11 The dollar amount on the record of charge your establishment submitted was improperly altered to reflect a greater amount than what the cardholder originally signed for.
C12 The dollar amount on the record of charge submitted was altered to reflect a greater amount that what the cardholder signed for. Once a cardholder signs a record of charge, the amount may not be altered except when delayed charges are permitted in your Agreement. Such circumstances are not present in this case.
C13 The cardholder has paid for the charge directly, and therefore should not have been billed to his/her American Express account. The documentation that the cardholder provided supported the claim.
C14 The cardholder has provided us with proof of payment by another method.
C15 The cardholder has provided us with proof of payment by voucher. Please deal directly with the issuer for recovery of funds.
C16 The requirements in the CARDeposit Agreement only permit cardholders with a billing address in the United States, Canada, Puerto Rico, or the U. S. Virgin Islands to be billed for this service.
C17 This American Express card account is not valid in the United States. Please deal directly with the cardholder for recovery of funds.
C18 The cardholder's account was charged for a "no-show" billing despite canceling the reservation. The cardholder obtained the cancellation number listed.
C19 The cardholder's account was charged for a "no-show" billing as well as a valid billing.
C20 Only one day can be billed for an Assured Reservation no-show.
C21 Your account is not enrolled in our Assured Reservation Program; therefore, you may not bill for no show charges.
C22 In order for an Assured Reservation to be valid, the cardholder's name, address, card number, and expiration date must be referenced on the reservation.
C23 In order for a guaranteed reservation to be valid, the cardholder's address and expiration date must be referenced on the reservation.
C24 Please be advised that you are not permitted to bill for guaranteed reservations.
C25 Our cardmember received the merchandise.
C26 Please discontinue all future billings to this account.
C27 Our mutual customer no longer disputes the charge(s). Please discontinue further investigation.
C28 This charge has been submitted after you were advised to discontinue all future billing.
C29 The support your establishment provided indicates that our cardmember was overcharged at the time of transaction.
F01 The charge you submitted did not receive a valid authorizationapproval code for the amount of the charge.
F02 The tickets were held at the box office, and no signature, swipe or imprint of the card was obtained when the tickets were released.
F03 The agreement the cardholder signed is an agreement between your establishment and the cardholder, not American Express. Please deal directly with the cardholder for resolution.
F04 The information obtained via phone, fax or letter is not validauthorization for your establishment to bill the cardholder's account. The card should be presented and a valid signature obtained, regardless of any other arrangements.
F05 No signature, swipe, or imprint of the card was obtained when the merchandise and/or tickets were picked up.
F06 Your client information does not match that of the cardholder information.
F07 American Express is not in the position to act as a collection agent in regards to penalties, fines, damages, losses, cash or returned/canceled checks.
F08 Your service establishment was unable to support a "signature on file" charge. Please deal directly with the cardholder for payment.
F09 When merchandise is picked up from your establishment, the American Express card should be presented, a valid signature, and imprint or swipe of the card obtained.
F10 Our records indicate that American Express did not receive all of the card’s magnetic stripe data on the authorizationrequest. If this charge was keyed into your POS device, then an imprint of the card is required.
F11 The signature is not that of the cardholder's. Please be advised that the American Express card is not transferable. Only the cardholder whose name appears on the front of the card is authorized to make charges.
F12 The signature is misspelled. Please be advised that the American Express card is not transferable. Only the cardholder whose name appears on the front of the card isauthorized to make charges.
F13 The signature on the copy differs from the name imprinted on the card. This may be due to double imprint or switched cards at your establishment.
F14 A cardholder signature was not obtained to support this transaction.
F15 American Express recognizes this transaction as a self-directed charge and that signed documentation is not available. In accordance with the Terms and Agreement, we are debiting your account.
F16 The merchandise was not shipped to the cardholder's billing address and the merchandise was not ordered or received by the cardholder.
F17 The ticket(s) were sent to an address other than the cardholder address and never received. An affidavit has been provided for your records.
F18 The merchandise was shipped to an address other than the cardholder's billing address and the cardholder has disputed the billing.
F19 The cardholder claims no merchandise was received and the address the merchandise was sent to is not the cardholder's billing address.
F20 The cardholder's card was expired when the charge was accepted by your service establishment.
F21 The cardholder's card was not valid when the charge was accepted by your service establishment.
F22 The card was expired or not yet valid when it was accepted by your service establishment.
F23 The cardholder's card was expired when the ticket was accepted by your service establishment.
F24 Multiple charges.
F25 The charges submitted did not receive an authorizationapproval code for the total amount of the charge.
F26 The name provided on the transaction is not the cardholder's name.
F27 The support your establishment provided does not bear the cardholder's name.
F28 The charge(s) are ticket by mail or electronic tickets. If a cardholder claims fraudulent usage of the card, even if your establishment obtains an authorization approval code, no inquiry will be sent and we have the right to charge your establishment.
FR1 Your establishment is on a Full Recourse/Immediate Chargeback program under your agreement with American Express, which provides that you will not receive inquiries or notices of cardmember claims of fraudulent card usage prior to our final exercise of Full Recourse for the Disputed Charge, even if you received authorization for it.
FR2 Your establishment is on a Full Recourse agreement with American Express. This agreement states that if a cardholder claims fraudulent usage of the card, even if your establishment obtains an authorization approval code, no inquiry will be sent and we have the right to charge your establishment.
FR3 The support has been provided to the cardholder, who still claims no knowledge of the charge.
FR4 Your establishment is on an Immediate Chargeback agreement with American Express. Please discontinue all future billings, if applicable.
FR5 Your account is on the Immediate Chargeback program. Under these circumstances, disputed charges are debited from your account with no further recourse. These chargebacks cannot be reversed unless you issue a credit to the account, or the cardholder advises the charge(s) are valid.
FR6 Your establishment is on a Partial Immediate Chargeback agreement with American Express. Please discontinue all future billings, if applicable.
FR40 Your establishment is on an Immediate Chargeback agreement with American Express. Please discontinue all future billings, if applicable.
M01 We appreciate your response to the request for information. We have received and processed your chargebackauthorization.
M02 As requested, we have processed the credit your establishment submitted. The debit adjustment will appear on a future check/advice.
M03 We had received an authorization from your office to debit your account. A copy of the correspondence has been provided for your records.
M04 We previously received your authorization to debit your account. Federal law prohibits us from rebilling the cardholder's account once we have advised them the credit will remain. Please deal directly with the cardholder for resolution on this matter.
M05 Your service establishment authorized credit to the cardholder's account. Cardholder does not agree to amount billed.
M06 Our records indicate that full data stream information was not provided. American Express requires that when the card is swiped, full electronic data information must be transmitted when requesting authorization for your charge(s). Please check with your POS provider, acquiring bank or processor to correct the problem.
M07 Your agreement with American Express states cardholders can only be billed for room rental charges, not for damages. Please deal directly with the cardholder for payment.
M08 Our records indicate your establishment submitted a charge for damages. The American Express card is valid for goods and services only.
M09 Your contract with American Express does not permit billing for damages. Please contact the cardholder directly regarding this matter.
M10 Your establishment may only bill for capital damages when you have obtained a signed and dated acknowledgment of responsibility from the cardholder after the damage is incurred. A valid acknowledgment of responsibility form must include a detailed listing of the damage incurred, a repair cost estimate and a cardholder’s agreement to be billed on the American Express card. Please deal directly with our mutual customer for resolution.
M12 This charge is a resubmission of a previously returned charge and is therefore invalid. An adjustment debiting your account has been processed. Your establishment must deal with the cardholder directly or obtain signed authorization to bill the cardholder's account for this charge.
M13 We are unable to resolve the cardholder's dispute for the goods and services charge. Please contact the cardholder directly in this instance.
M15 This account is no longer active. Please discontinue all future billing and contact your client for new billing arrangements.
M16 The charge was incurred after the account was canceled.
M17 The cardholder's account had been canceled at the time the charge was incurred.
M18 We previously advised your establishment to discontinue all further billings to this inactive account. Please discontinue all future billings and contact your client directly for new billing arrangements or for any payment due.
M30 The file submitted was not processed because it appears to be a duplicate of a previously processed file from your establishment.
M32 We have processed an adjustment to your account. This adjustment represents your share of the media costs incurred in your participation in our cooperative advertisement program.
M34 Your service establishment is not on our CARDeposit program, therefore, you may not bill this type of charge.
M35 Please see the additional information below for an explanation of this adjustment.
M36 (Specify)
M37 The credit must be processed to the cardholder's American Express account. Please deal directly with the cardholder in this instance.
M41 The support has been provided to the cardholder, who still denies the charge. An affidavit has been provided for your records.
M47 This adjustment was processed due to the cardholder claiming no knowledge of the passenger and or charge.
M48 We have reversed the debit to your account as a courtesy. Please make sure that all supporting documentation is received in our office by the reply by date to avoid these types of debits. Please note, that we cannot guarantee that we will be able to reverse these chargebacks in the future.
P01 You have submitted a transaction to us for an invalid or otherwise incorrect cardholder account number, and we are unable to identify the correct account number. You may resubmit the item to us if you are able to verify and provide the correct American Express cardholder account number.
P02 You have submitted a transaction to us for an invalid or otherwise incorrect cardholder account number, and we are unable to identify the correct account number. You may resubmit the item to us if you are able to verify and provide the correct American Express cardholder account number.
P05 The transaction referenced was processed in the wrong amount.
P06 The charge was submitted late.
P07 The charge was not submitted within a reasonable time period after the charge was incurred. Charges must be submitted to us at least weekly.
P08 The cardholder claims that the same transaction was submitted and posted twice to his/her account. If the cardholder is incorrect, please send us support of both transactions.
P10 Our records indicate that the cardholder has been duplicately billed for the same ticket(s). Copies of the ticket(s) have been provided for your records.
P11 The cardholder was claiming duplicate billing, and you did not provide support for all the charges.
P14 This charge is invalid as the account number has not been assigned to an American Express cardholder.
P15 Your complete response was not received within the specified time frame. To avoid similar debits in the future, please make sure all supporting documentation is received in our office by the reply by date on the inquiry.
P16 Your merchant agreement with American Express contains a specified time frame for response to our inquiries. Unfortunately, your original response was not received within that time frame.
P17 We recently requested information from you about the charge(s) made at your establishment. We asked you to respond by a specified date, but that date has passed and unfortunately we have not heard from you. Consequently, we must now charge your account for the adjustment amount(s) indicated below.
P18 We appreciate your response to our request for information about the (charge(s) made at your establishment. However, we have not received the credit(s) you agreed to provide. We regret that we must therefore debit your account for the adjustment amount(s) indicated below.
P19 Our records indicate that a charge from your establishment was submitted on an invalid plastic number.
P20 Our records indicate that a credit from your establishment was submitted on an invalid plastic number.
P21 Transaction was submitted on a test account number.
R01 Signed proof of delivery and/or complete shipping information was not provided as requested. Your establishment must provide signed proof of delivery to the cardholder's billing address.
R02 Delivery address was not provided as requested. Your establishment must provide signed proof of delivery to the cardholder's billing address.
R03 Complete signed support and/or itemization was not provided as requested on the charge(s).
R04 The cardholder's dispute as stated in the inquiry was not addressed in your reply.
R05 The American Express card is not a check guarantee card. The card can only be used to bill goods and services. An establishment cannot bill a cardholder's account for a check which has been returned. Please deal directly with the cardholder in this instance.
R06 The cardholder has no knowledge of the address and/or phone number on the support provided. The merchandise was not ordered or received by the cardholder.
R07 The delivery address and signed proof of delivery was not provided.
R08 As of August 1996, an update to all merchant contracts requires that you swipe the card through your POS device whenever possible, and send full information from the card's magnetic stripe to American Express on every swiped chargeauthorization. If the card was not swiped through the POS device, then the contract requires that you obtain an imprint of the card. Our records indicate that American Express did not receive all of the card's magnetic stripe data on theauthorization request. If this charge was keyed into your POS device, then an imprint of the card is required. If you are convinced that you swiped the card for this transaction, your POS device may require maintenance to ensure that the card's magnetic stripe is being read and sent to American Express correctly and/or your processor failed to pass this data to American Express. Please check with your POS provider, acquiring bank or processor to correct the problem.
R09 You did not provide the signed registration cards indicating that the cardholder was responsible for the other guests involved.
R10 The support provided did not contain name and/or signature. An affidavit has been provided for your records.
R11 American Express requires a signature of a cardholder when support has been requested. When you cannot provide the cardholder's signature as authorization for a charge, you must issue credit to the account. Since credit was not issued, the charge was returned to your establishment.
R12 We have not received sufficient support to allow us to rebill the cardholder.
R13 We previously requested information from you regarding the charge incurred at your establishment. We did not receive a response to our inquiry. Your establishment agreement requires you to respond within a specific timeframe as stated on the inquiry. Under the Fair Credit Billing Act we are obligated by law to respond to the cardholder within a specified period.
R14 Your merchant agreement with American Express contains a specified time frame for response to our inquiries. Unfortunately, your original response was not received within that time frame. Please deal direct with the customer.
R15 The support you previously agreed to send was not received.
R17 Thank you for the information you sent in support of the charge. A debit for no reply was previously issued to your account. We are unable to reverse this debit, as we did not receive this information in sufficient time to allow us to rebill the cardholder account. Your replies must be received in our office on or before the reply by date specified on each inquiry. We therefore have no alternative but to suggest that you attempt to collect directly from the cardholder for this transaction.
R20 We did not receive your reply within the specified time frame. If you have signed proof of delivery to the cardholder's billing address, you may re-bill the cardholder.
R21 Your reply was received after we charged your account.
R23 Your terms and conditions and/or proof of usage by the cardholder was not provided as requested.
S01 Your request for a chargeback reversal has been reviewed. The chargeback will remain and your account will not be credited.
T01 We have provided proof that the ticket(s) were returned and no credit to the cardholder's account was received.
T02 The ticket(s) were voided and credit to the cardholder's account was not received.
T03 The ticket(s) are mirror imaged ticket(s).
T04 The lost ticket review period has elapsed and credit to the cardholder's account was not received.
T05 The charge(s) were not authorized by the cardholder. The charge(s) represent change fees made by the passenger other than the cardholder.
DISCOVER
CODE DESCRIPTION
AP Canceled recurring payment.
AW Altered amount.
CD Credit posted as sale.
CR Canceled reservation.
DA Declined authorization.
DP Duplicate processing.
EX Expired card.
IC Illegible transaction documentation provided to chargeback case.
IN Invalid card number.
IS Missing signature on draft retrieval.
LP Late presentment.
NC Not classified elsewhere.
RG Non receipt of goods or services.
RM Cardholder disputes quality of goods or services.
RN Credit not received.
TF Dispute issued by Discover for a violation of their processing rules.
UA10 Required signed receipt for key entered sale.
UA20 Request transaction documentation for key entered sale.
UA30 Request transaction information for card not present sale.
MASTERCARD
CODE DESCRIPTION
2001 Invalid acquirer reference data; documentation was received or was not required.
2002 Non-receipt of required documentation to support chargeback.
2003 Correct transaction data provided.
2004 Invalid data record text.
2005 Correct MCC provided.
2008 Issuer authorized the transaction.
2011 Credit previously issued.
2700 See corresponding documentation/chargeback remedied.
2701 Duplicate chargeback.
2702 Past chargeback time limit.
2703 Requested transaction documentation provided (hardship variance).
2704 Invalid data record text.
2705 Correct MCC provided.
2706 Authorization advised suspicious.
2707 No authorization required or attempted.
2708 Account was not listed on the applicable electronic warning bulletin as of the transaction date.
2709 Documentation received was illegible.
2710 Scanning error-unrelated documents or partial scan.
2713 Invalid chargeback.
2870 Chip liability shift.
2871 Chip/PIN liability shift.
4801 Requested transaction information not received.
4802 Requested/required information illegible or missing.
4807 Warning bulletin file.
4808 Requested/required authorization not obtained.
4812 Account number not on file.
4831 Transaction amount differs.
4834 Duplicate processing.
4835 Card not valid or expired.
4837 No cardholder authorization.
4840 Fraudulent processing of transactions.
4841 Canceled recurring transaction.
4842 Late presentment.
4846 Correct transaction currency code not provided.
4847 Requested/required authorization not obtained and fraudulent transaction.
4849 Questionable merchant activity.
4850 Installment billing dispute.
4853 Cardholder disputes - services/merchandise defective or not as described.
4854 Cardholder disputed - not elsewhere classified (US cardholders only).
4855 Goods or services not provided.
4857 Card activated telephone transactions.
4859 Addendum, no-show, or ATM dispute.
4860 Credit not processed.
4862 Counterfeit transaction - magnetic stripe POS fraud.
4863 Cardholder does not recognize - potential fraud.
4870 Chip liability shift.
4871 Chip/PIN liability shift.
4999 Domestic chargeback dispute (Europe only).
VISA
CODE DESCRIPTION
30 Services not provided or merchandise not received.
41 Canceled recurring transaction.
53 Merchandise defective or not as described.
57 Fraudulent multiple transactions.
60 Requested sales draft copy illegible or invalid.
62 Counterfeit transaction.
70 Account number on exception file.
71 Declined authorization.
72 No authorization obtained.
73 Expired card.
74 Late presentment.
75 Cardholder does not recognize transaction.
76 Incorrect transaction code.
77 Non-matching account number.
79 Requested transaction information not received.
80 Incorrect transaction amount or account number.
81 Fraudulent transaction (card present).
82 Duplicate transaction.
83 Fraudulent transaction (card not present).
85 Credit not processed.
86 Paid by other means.
90 Services not rendered (ATM or Visa Travelmoney).
93 Risk identification service (RIS).
96 Transaction exceeds limited amount.

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