There is probably nothing more frustrating in business than to learn that a customer has initiated a chargeback without calling you to discuss why or what you might be willing to do to remedy a problem. You might become even more frustrated as credit card companies use codes to determine the reason for the chargeback. Use this handy guide to determine why a customer has initiated a chargeback through Visa.
Code 28 – Represents the cardholder’s bank requesting a copy of the transaction receipt from the merchant for fraud analysis.
Code 30 – Cardholder claims that merchandise or services were not received from the merchant or that the order was cancelled due to late delivery.
Code 33 – A serious dispute where the cardholder’s bank requests a copy of the receipt for legal proceedings or for law enforcement investigations.
Code 34 – Refers to a chargeback where the cardholder’s bank requests a copy of the receipt for legal proceedings or for law enforcement investigations.
Code 41 – A chargeback that occurs when the merchant is notified by the cardholder to cancel a recurring transaction and continues to charge the card.
Code 53 – Represents a dispute where the cardholder indicates goods or services that were not as described or are defective.
Code 57 – Refers to a situation where the cardholder claims the merchant charged him with multiple transactions after only a single one was authorized.
Code 62 – A chargeback where the cardholder claims he was in possession of a valid card on the date of the transaction but did not authorize or participate in the transaction.
Code 70 – Below merchant’s floor limit AND the account was listed on Visa’s “Exception File”. This means you either didn’t verify the account OR received a negative response and proceeded with the transaction anyway.
Code 71 – Is a chargeback where the cardholder’s bank received a transaction for which the authorization had been previously declined.
Code 72 – Represents the situation when no authorization was obtained.
Code 73 – Refers to when a bank receives a transaction that was processed with an expired card without authorization.
Code 74 – Refers to a chargeback where a merchant does not respond to a retrieval request.
Code 75 – Refers to a cardholder states they have no knowledge of the transaction
Code 76 – Is caused when the cardholder claims a debit was received for a transaction that should have been a credit
Code 77 – Represents the situation where the cardholder’s bank receives a transaction from a merchant with an account number that does not match any account number on file for the cardholder.
Code 79 – A chargeback that occurs when a merchant does not respond to a retrieval request within the specified time frame or does not provide a legible response.
Code 80 – Refers to a dispute when the cardholder claims the transaction amount posted is different than what was agreed upon as the price.
Code 81 – Represents the case of a cardholder’s bank receiving a sale receipt that is missing required information. This could indicate a potentially fraudulent transaction.
Code 82 – When a cardholder’s bank received multiple charges for the same transaction, at the same amount.
Code 83 – Refers to a chargeback where the cardholder’s bank received a complaint from a cardholder indicating an unauthorized card-not-present transaction.
Code 85 – Used when the cardholder is told a credit will be issued to them but then the merchant failed to issue the agreed upon credit.
Code 86 – Refers to the situation where a cardholder has indicated that they paid for the transaction by other means other than the “on-file” credit card charged
Code 90 – Customer claims they never received the goods or services.
Code 130 – Represents a case where the issuing bank is requesting additional information on a transaction.
