Just because you’ve seen a Visa chargeback code before doesn’t mean you understand it fully. Plenty of merchants assume they know what each code means and how to respond. But Visa chargeback codes aren’t just simple labels. Each one carries context, requirements, and nuance. Misreading or misapplying them leads to losses that could have been avoided.
Knowing the code isn't enough. Mastery means understanding what kind of evidence is required, how Visa defines the scenario, and how your systems are flagging transactions that could trigger those codes in the first place.
Let’s break down some of the most misunderstood Visa chargeback codes and the real mistakes merchants make when fighting them.
Top 5 Misunderstood Visa Chargeback Codes
10.4 – Fraud: Other
This code is often used when a cardholder claims they didn’t authorize the transaction, but it doesn’t fall neatly under other specific fraud categories. Many merchants try to use 3-D Secure (3DS) data as their primary defense. But here’s the issue: 3DS alone doesn’t guarantee liability shift unless implemented correctly and under the right conditions.
Common mistake: Assuming that any 3DS enrollment shifts liability.
Reality: If the transaction involved a non-participating issuer or had authentication issues, 3DS won’t help. Merchants need to include comprehensive fraud-screening evidence—IP address, device ID, order history, and delivery confirmations—to have a shot at reversal.
11.3 – No Authorization
This one gets tricky when stored credentials are involved. A lot of recurring transactions or merchant-initiated payments get flagged here because the original authorization didn’t include the correct credential indicator.
Common mistake: Missing or mislabeling the stored credential flag.
Reality: Visa requires specific indicators on file for credential-on-file (COF) transactions. If you forget to send that flag—or send the wrong one—it looks unauthorized. Even if the cardholder consented.
12.1 – Late Presentment
You’d think this one’s easy: don’t settle too late. But a surprising number of merchants don’t fully understand Visa’s settlement timelines. Some believe they have longer windows than they actually do, especially for cross-border or delayed fulfillment transactions.
Common mistake: Presenting the transaction past Visa’s specified window (typically 30 days).
Reality: Delayed shipping or hold-for-pickup models can stretch this timeline thin. If you don’t settle within the window after authorization, you’re open to this chargeback, even if the transaction was otherwise valid.
13.2 – Canceled Recurring Transaction
This code applies when a customer says they canceled a subscription or recurring charge, but the merchant charged them anyway. Even if you believe you had consent, you'll likely lose if you can't prove that cancellation was handled, or that the final charge was permitted.
Common mistake: Not maintaining clear records of cancellation confirmations.
Reality: Visa wants time-stamped logs, confirmation emails, and account activity showing why the charge occurred post-cancellation.
13.1 – Merchandise/Services Not Received
Proof of shipment doesn’t always equal proof of delivery. That’s the key mistake here. Many merchants submit tracking numbers and call it a day.
Common mistake: Using "shipped" status instead of actual delivery confirmation.
Reality: Visa wants proof that the product made it to the cardholder’s address, and was received. Signature confirmation helps, especially for high-value goods. For digital goods, access logs and timestamps are critical.
Common Merchant Mistakes with Visa Chargeback Codes
Beyond the specific codes, a lot of general missteps hurt merchants across the board.
- Treating all fraud codes the same: 10.4, 10.5, and others have different conditions. Evidence that works for one may be irrelevant for another.
- Submitting generic responses: Visa chargeback codes require tailored documentation. A copy-pasted template can signal a weak case.
- Ignoring transaction modifiers: Details like CVV match status, AVS results, and Merchant Category Codes (MCC) matter. They influence liability and can even help you prevent disputes before they escalate.
How to Fix It: Better Chargeback Responses Start Here
If you want to stop losing valid sales to Visa chargebacks, you have to get into the details.
Understand Code-Level Nuance
Not every fraud dispute is the same. Not every service-related issue can be solved with a refund policy. Take the time to understand what Visa expects from you per code—down to the document types, data formats, and submission windows.
Know the Rules Merchants Often Miss
- Visa’s dispute rules update frequently.
- Stored credential mandates have specific compliance dates.
- Digital delivery rules are different from physical goods.
Failing to update your internal policies and response workflows can cost you real money.
Use Tools That Surface Risk Before the Dispute
Smart fraud detection systems, chargeback alerts, and real-time transaction monitoring help you spot risky payments early. Many chargebacks flagged under codes like 10.4 or 11.3 could’ve been prevented if the right data had been collected and verified upfront.
Final Thoughts
Visa chargeback codes are more than numbers. They tell a story. But only if you know how to read them correctly.
Merchants who win consistently don’t just react—they understand the system. They know what each code means, why it was used, and how to respond with precision. When you treat every dispute like a unique case and stop relying on generic templates, your win rate improves.
Frequently Asked Questions About Visa Chargeback Codes
Can Visa reject a response due to wrong code interpretation?
Yes. If your evidence doesn’t match what Visa requires for that specific code, the dispute will likely be ruled against you. It’s not enough to show general proof—the documentation must align with the reason code’s expectations.
Should merchants challenge unclear codes?
Absolutely. Sometimes, issuers mislabel disputes. If a transaction was legitimate and you have supporting documentation, it’s worth pushing back. But your challenge must be grounded in Visa’s rules and include relevant, code-specific evidence.
Don’t Let the Wrong Code Cost You the Right Revenue
If Visa chargeback codes are leaving your team confused or underprepared, it might be time to upgrade your dispute toolkit. Chargeblast helps streamline the way you interpret, respond to, and prevent chargebacks altogether. From alerts that catch risky transactions to workflows that match Visa rules line by line, we’ve got your back.
Want to see how smart tools can reduce costly mistakes? Book a demo below or get started with Chargeblast today and stop guessing at the codes that cost you.
