Each card network defines hundreds of codes representing very specific reasons for dispute claims, many of which overlap across all the networks that Stripe does business with. Stripe maps each network code into one of eight categories, based on the general claim and the evidence you need to submit to effectively challenge that type of claim.
Reason code categories
The following tables show the Stripe categories for each card network’s dispute reason codes. A network’s reason code is available on the dispute object. For a deeper look at dispute reason codes for Visa, Mastercard, and Amex, see Dispute reason codes.
Credit not processed
13.6 Credit not processed
13.7 Cancelled Merchandise/Services
Duplicate
12.6.1 Duplicate processing
12.6.2 Paid by other means
Fraudulent
33 Fraud analysis request
10.1 EMV Liability Shift Counterfeit Fraud
10.2 EMV Liability Shift Non-Counterfeit Fraud
10.3 Other Fraud - Card Present Environment
10.4 Other Fraud - Card Absent Environment
10.5 Visa Fraud Monitoring Program
General
28 Request for copy bearing signature
30 Cardholder request due to dispute
34 Legal process request
11.1 Card Recovery Bulletin
11.2 Declined Authorization
11.3 No Authorization
12.1 Late Presentment
12.2 Incorrect Transaction Code
12.3 Incorrect Currency
12.4 Incorrect Account Number
12.5 Incorrect Amount
12.7 Invalid Data
13.8 Original Credit Transaction Not Accepted
Product not received
13.1 Merchandise/Services Not Received
13.9 Non-Receipt of Cash or Load Transaction Value
Product unacceptable
13.3 Not as Described or Defective Merchandise/Services
13.4 Counterfeit Merchandise
13.5 Misrepresentation
Subscription canceled
13.2 Cancelled Recurring
Unrecognized
None
Category defense guidelines
Use the selector to choose the category that matches the reason given for your dispute to see guidelines for responding.
The customer claims they’re entitled to a full or partial refund because they returned the purchased product or didn’t fully use it, or the transaction was otherwise canceled or not fully fulfilled, but you haven’t yet provided a refund or credit.
How to prevent it
Have a clear return or cancellation policy that’s easy to find or explicitly disclosed to the customer prior to purchase.
Honor your written policies promptly when a customer requests and is entitled to a full or partial refund.
How to overturn it
Explain and demonstrate one or more of the following:
You already issued the refund your customer is entitled to
Choose the product type of the disputed transaction to see relevant evidence suggestions.
Physical products are tangible goods that were either purchased in a store or shipped to the recipient, so evidence often proves the customer is in possession of the item.
Digital products or services are often virtual in nature and don’t have trackable shipping data, so focus on evidence of usage, login, or download.
Offline services include purchases that are made in advance, such as event tickets and reservations, where evidence of a cancellation policy can be material.
For this type of recommended evidence
Designate this Dashboard label or API parameter
The language of your refund policy, as provided to the customer. This might be:
The text copied from your policy page
A screenshot of the policy on a receipt
A PDF of the applicable part of your business’s terms and conditions
refund_policy
An explanation of how and where the applicable policy was provided to your customer prior to purchase.
refund_policy_disclosure
Your explanation for why the customer isn’t entitled to a refund, or no further refund, if you already issued a partial refund.
refund_refusal_explanation
Whether or not the customer attempted to resolve the issue with you prior to filing a dispute. If they didn’t reach out to you before the dispute, state that clearly.
If you did communicate with them prior to the dispute, or if later conversations shed light on the facts of the case, submit this with your evidence. This could look like:
A screenshot of a text conversation
A PDF of an email exchange
A PDF of your written account of a phone conversation, including dates of contact
customer_communication
Any argument invalidating the dispute reason, such as a PDF or screenshot showing:
Whether you already issued the refund the cardholder is entitled to
Whether or not the customer returned the merchandise in whole or in part. If they partially used the merchandise or returned it, or whether the dispute amount exceeds the value of the unused portion
