Card dispute reason codes

Card networks classify disputes by reason code, and the code determines what evidence matters. Reading it first is the difference between an effective representment and a wasted one. Checked August 2026. Card networks revise reason codes and dispute rules periodically, and deadlines are set by the network and your processor’s own cutoffs. Confirm current codes and your specific deadlines with your processor. Amex and Discover operate their own schemes not covered here.

Visa

Visa organizes disputes into four categories.

10.x, Fraud

Code	Meaning	Healthcare example	Evidence that helps
10.1	EMV liability shift, counterfeit fraud	Rare in healthcare	Terminal records
10.2	EMV liability shift, non-counterfeit	Rare	Terminal records
10.3	Other fraud, card present	Disputed in-office payment	Chip transaction record, signed consent, check-in record
10.4	Other fraud, card absent	Card-on-file charge the cardholder says they didn’t authorize; family member’s card	Card-on-file authorization form, AVS/CVV match, prior undisputed charges on the same card
10.5	Visa Fraud Monitoring Program	High fraud rate flagged	Systemic, address the pattern

11.x, Authorization

Code	Meaning	Healthcare example
11.1	Card recovery bulletin	Rare
11.2	Declined authorization	Transaction forced after a decline
11.3	No authorization	Charge processed without authorization

Largely processor-record disputes.

12.x, Processing errors

Code	Meaning	Healthcare example
12.1	Late presentment	Charge submitted well after the service
12.2	Incorrect transaction code
12.3	Incorrect currency	Rare domestically
12.5	Incorrect amount	Estimated amount collected differed from what was authorized
12.6	Duplicate processing / paid by other means	Patient paid twice, or paid by check and card
12.7	Invalid data

12.6 is common in healthcare and often legitimate — a patient pays at the desk and the balance is also charged to a card on file. Check your own records before defending it. If you double-charged, refund and concede.

13.x, Consumer disputes

The largest healthcare category.

Code	Meaning	Healthcare example	Evidence that helps
13.1	Merchandise/services not received	Prepaid service not delivered	Appointment records, service documentation
13.2	Cancelled recurring	Membership or payment plan charged after cancellation	Cancellation policy, records of the cancellation request
13.3	Not as described / defective	Aesthetic outcome dissatisfaction	Informed consent, documented expectations, refund policy
13.6	Credit not processed	A refund was promised and not issued	Refund transaction record
13.7	Cancelled merchandise/services	Appointment cancelled; fee charged	Signed cancellation and no-show policy
13.8	Original credit not accepted

Mastercard

Mastercard uses a numeric scheme.

Code	Meaning	Healthcare relevance
4837	No cardholder authorization	The fraud analogue to Visa 10.4
4840	Fraudulent processing of transactions
4849	Questionable merchant activity
4834	Point-of-interaction error	Duplicate or incorrect amount
4853	Cardholder dispute	The broad consumer-dispute code: services not provided, not as described, credit not processed, cancelled recurring
4855	Goods or services not provided
4859	Addendum, no-show, or ATM dispute	No-show fees land here
4863	Cardholder does not recognize	Descriptor problem
4808	Authorization-related
4831	Transaction amount differs

Mastercard 4863, “cardholder does not recognize” is the descriptor problem in code form. If you are seeing these, your statement descriptor is wrong. Fix it rather than fighting them one at a time. See Prevent chargebacks.

Evidence by dispute type

Dispute type	Evidence that helps	Evidence to avoid
Fraud / unauthorized	Signed financial consent; card-on-file authorization; AVS and CVV match; check-in record; prior undisputed charges on the same card	Clinical notes
Unrecognized	Receipt; itemized statement; correspondence explaining the charge; the descriptor as configured	Diagnoses
Duplicate	Transaction records showing distinct services or dates
Incorrect amount	Signed estimate; itemized statement; the authorization record
Services not received	Appointment record; check-in; service confirmation in non-clinical terms	Treatment details
Not as described	Informed consent; documented expectations; refund and touch-up policy	Clinical outcome detail
Cancelled / no-show	Signed cancellation and no-show policy; appointment and cancellation records
Credit not processed	Refund transaction record and date

Your processor and the issuing bank are not covered entities or your business associates. Apply minimum necessary: prove that a service was rendered and authorized without disclosing clinical content. Have your privacy officer pre-approve a standard evidence packet so staff aren’t making disclosure judgments under a five-day deadline. See Respond to a chargeback.

Deadlines

Representment deadlines are short, commonly measured in days from notification, and set by the network with your processor’s own earlier cutoff on top.

A missed deadline is an automatic loss. Note the deadline the moment the notification arrives, and work backward. Whatever the network’s window is, your processor’s cutoff is earlier — that is the one that binds you.

Dispute ratio monitoring

Networks operate monitoring programs with escalating consequences for merchants exceeding dispute-rate thresholds: fines, mandated remediation plans, and at the extreme loss of card acceptance. Thresholds are set by the networks and change. Ask your processor what yours are and where you stand, monthly.

💉 Med spas and 🐾 veterinary practices run structurally higher dispute rates, high ticket sizes, elective or emotionally charged services, and outcome-dependent satisfaction. Monitor the ratio more closely, and invest more in the prevention controls.

Escalation past representment

Pre-arbitration and arbitration exist if you lose. They are rarely worth it at healthcare transaction sizes — fees are substantial and can exceed the disputed amount. Reserve them for genuinely large amounts with strong evidence.

CPOM & Legal

Payers

Clearinghouses & Vendors

EDI & Code Sets

Banking & Payments

Glossary & Appendices

Card dispute reason codes

Visa

10.x, Fraud

11.x, Authorization

12.x, Processing errors

13.x, Consumer disputes

Mastercard

Evidence by dispute type

Deadlines

Dispute ratio monitoring

Escalation past representment

​Visa

​10.x, Fraud

​11.x, Authorization

​12.x, Processing errors

​13.x, Consumer disputes

​Mastercard

​Evidence by dispute type

​Deadlines

​Dispute ratio monitoring

​Escalation past representment

Visa

10.x, Fraud

11.x, Authorization

12.x, Processing errors

13.x, Consumer disputes

Mastercard

Evidence by dispute type

Deadlines

Dispute ratio monitoring

Escalation past representment