> ## Documentation Index
> Fetch the complete documentation index at: https://mso.getlemma.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Card dispute reason codes

> Visa and Mastercard reason code families with healthcare-typical examples, the evidence that wins each, and representment deadline notes.

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                                   |                                                              |

<Tip>
  **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.
</Tip>

### 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](/guides/payments/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](/guides/payments/fight-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.

<Warning>
  **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.
</Warning>

## 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.

<Note>
  💉 **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.
</Note>

## 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.


## Related topics

- [Prevent chargebacks](/guides/payments/prevent-chargebacks.md)
- [Respond to (fight) a chargeback](/guides/payments/fight-a-chargeback.md)
- [Set up card payments](/guides/payments/set-up-card-processing.md)
- [Chargebacks: when patients dispute card payments](/concepts/payments/chargebacks.md)
- [Payment rails 101 (ACH, checks, wires, RTP, cards)](/concepts/banking/payment-rails-101.md)