Only Mastercard and Visa chargebacks with the following reason codes can be defended in Vista Payments. For dispute reasons or payment methods not covered, contact Vista.
Mastercard
| Reason code | Reason | Description | Response timeframe |
|---|---|---|---|
| 4853 | Cardholder Dispute - Goods not as described/defective | The goods or services were either not as described or defective. The goods either arrived broken or could not be used for the intended purpose. | 40 days from receiving the notification of chargeback. |
| 4837 | No Cardholder Authorisation | The cardholder states that they, nor anyone authorised by them, engaged in the transaction. | 40 days from receiving the notification of chargeback. |
Visa
| Reason code | Reason | Description | Response timeframe |
|---|---|---|---|
| 10.4 | Other fraud - Card Absent Environment | The cardholder did not authorise or participate in a transaction conducted in a card-absent environment, such as internet, mail-order, phone-order, or other options. | 9 days (USA/Canada) or 18 days (all other countries/regions) from receiving the notification of chargeback. |
| 13.1 | Merchandise/ Services Not Received | The cardholder did not receive the merchandise/services because you were unwilling or unable to provide these. | 9 days (USA/Canada) or 18 days (all other countries/regions) from receiving the notification of chargeback. |
| 13.2 | Cancelled Recurring | A recurring transaction was processed after it was cancelled or that the cardholder's account was closed. | 9 days (USA/Canada) or 18 days (all other countries/regions) from receiving the notification of chargeback. |
Each dispute reason requires different defence documentation. See Defence requirements for disputes in Vista Payments for more information.
See also:
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