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Sample Dispute Reason Codes and Subcodes
Reason codes and subcodes are essential for managing transaction disputes effectively throughout the various phases of a dispute lifecycle. Use these codes to categorize disputes, streamline the initial capture process, guide the dispute process, and ensure consistency and clarity for all stakeholders involved in dispute resolution.
Transaction Dispute Management uses standardized reason codes from major payment networks like Mastercard, Visa, and ACH to categorize transaction disputes. Each network has its own set of codes that define the specific reason for a dispute. For example, Mastercard reason code 4853 covers cardholder disputes, Visa reason code 10 covers fraud-related disputes, and ACH reason code ACH04 indicates that a transaction wasn’t authorized.
Think of a main reason code from a payment network as a broad category for a dispute. In Transaction Dispute Management, the specific details within that category are represented as reason subcodes. For example, the Mastercard reason code 4853 represents the general category of Cardholder Disputes. A specific complaint from a cardholder, such as Goods or Services Not Provided, is a detailed reason within that category. Salesforce captures this specific reason as a reason subcode that’s linked to the main reason code of 4853.
To manage disputes across all payment types, create dispute reason records for every Mastercard, Visa, and ACH reason code and reason subcode you handle. This setup makes sure that you accurately process disputes for those payment types.
This example shows how Transaction Dispute Management maps reason codes and subcodes from different payment networks.
Visa Reason Codes and Subcodes
| Payment Network | Reason Code | Reason Code Name | Reason Subcode | Reason Subcode Name |
|---|---|---|---|---|
| Visa | 10 | Fraud | 0 | Lost |
| 1 | Stolen | |||
| 2 | Issuer Reported Counterfeit | |||
| 3 | Fraudulent Application | |||
| 4 | Issuer Reported Counterfeit | |||
| 5 | Miscellaneous/Account Takeover | |||
| 6 | Fraudulent use of Account Number | |||
| 7 | Acquirer Reported | |||
| A | Incorrect Processing | |||
| B | Account or Credentials Takeover | |||
| C | Merchant Misrepresentation | |||
| D | Manipulation of Account Holder | |||
| 11 | Authorization | 11 | Authorization | |
| 12 | Processing Error | 12 | Processing Error | |
| 13 | Consumer | 13.1 | Merchandise/Services Not Received | |
| 13.2 | Cancelled Recurring Transaction | |||
| 13.3 | Not as Described or Defective Merchandise/Services | |||
| 13.4 | Counterfeit Merchandise | |||
| 13.5 | Misrepresentation | |||
| 13.6 | Credit Not Processed | |||
| 13.7 | Cancelled Merchandise/Services | |||
| 13.8 | Original Credit Transaction Not Accepted | |||
| 13.9 | Non-Receipt of Cash at an ATM |
Mastercard Reason Codes and Subcodes
| Payment Network | Reason Code | Reason Code Name | Reason Subcode | Reason Subcode Name |
|---|---|---|---|---|
| Mastercard | 4808 | Authorization-Related Chargebacks | 1 | Warning Bulletin File |
| 2 | Account Number Not on File | |||
| 3 | Required Authorization Not Obtained | |||
| 4 | Expired Chargeback Protection Period | |||
| 5 | Multiple Authorization Requests | |||
| 6 | Cardholder-Activated Terminal (CAT) 3 | |||
| 4853 | Cardholder Disputes | 1 | Cardholder Dispute of a Recurring Transaction | |
| 2 | Goods or Services Not Provided | |||
| 3 | No-Show Hotel Charge | |||
| 4 | Addendum Dispute | |||
| 5 | Credit Not Processed | |||
| 6 | Goods/Services Not as Described or Defective | |||
| 7 | Digital Goods $25 or Less | |||
| 8 | Counterfeit Goods | |||
| 9 | Transaction Did Not Complete | |||
| 10 | Credit Posted as a Purchase |
ACH Reason Codes and Subcodes
| Payment Network | Reason Code | Reason Code Name | Reason Subcode | Reason Code Type |
|---|---|---|---|---|
| ACH | ACH01 | The amount is different from what I authorized | 1 | Fraud |
| ACH02 | The date is different from what I authorized | Consumer Dispute | ||
| ACH03 | The transaction was incomplete, and my payee didn't receive funds | Processing Error | ||
| ACH04 | I revoked my authorization for this debit | 2 | Fraud | |
| ACH05 | Both a check and an debit for the same transaction were presented for my account | Consumer Dispute | ||
| ACH06 | I didn't receive notice that my check maybe converted to an ACH debit | Processing Error | ||
| ACH07 | My check was altered, the signatures were not authentic or authorized, or the amount debited was not the same as the written check amount | 3 | Fraud | |
| ACH08 | The document used for this debit was not an eligible source document | Consumer Dispute | ||
| ACH09 | This transaction posted more than once. | 4 | Processing Error | |
| ACH10 | I never authorized this company to debit/credit my account |
Fraud |
