Reason codes — the seven we cover

Stripe normalizes Visa + Mastercard reason codes into seven categories. Victava’s classifier maps every dispute to one of these seven, then applies a reason-specific evidence-gathering strategy tuned to what each category needs to win.

• fraudulent

  Visa

  10.1, 10.2, 10.3, 10.4, 10.5, legacy 33

  Mastercard

  4837, 4849, 4870, 4871, 6341

  Evidence

  auth signals (CVC, AVS, Radar), customer/billing/shipping addresses, tracking with delivery confirmation, customer purchase IP

  Note

  CE 3.0-eligible Visa cases auto-extend the gather to find prior undisputed transactions.

• product_not_received

  Visa

  13.1

  Mastercard

  4855

  Evidence

  shipping carrier + tracking + delivery confirmation, service date, customer communications confirming receipt

• product_unacceptable

  Visa

  13.3, 13.4

  Mastercard

  4853 (Goods/Services Not as Described)

  Evidence

  product description + listing screenshots, customer communications (troubleshooting / resolution attempts), refund policy with disclosure-at-checkout proof

• subscription_canceled

  Visa

  13.2

  Mastercard

  4841

  Evidence

  cancellation policy + disclosure proof, subscription metadata (sub_…), prior invoices (inv_…), cancellation events (evt_…), access activity log post-claimed-cancellation

• duplicate

  Visa

  12.6.1, 12.6.2

  Mastercard

  4834

  Evidence

  duplicate charge id, duplicate-charge documentation, duplicate-charge explanation; refund records if a true duplicate was already credited

• credit_not_processed

  Visa

  13.6

  Mastercard

  4860

  Evidence

  refund record (re_…) or refund-policy + refusal explanation; customer communication confirming the refund or denial

• inquiry

  Visa

  Pre-arbitration / inquiry

  Mastercard

  Retrieval request

  Evidence

  same auth + customer + product evidence as fraudulent — inquiry handling reuses the fraud-dispute strategy

Visa CE 3.0 — special case

Compelling Evidence 3.0 is a 2023 Visa rule that lets merchants defeat 10.4 (card-absent fraud) chargebacks by proving prior undisputed transactions from the same cardholder. Victava auto-detects eligibility, runs a parallel gather over the prior 12 months, and packages the evidence asenhanced_evidence.visa_compelling_evidence_3. Read the explainer at /learn/visa-ce3-explained.

What’s not in scope

ACH return codes (incorrect_account_details,insufficient_funds, etc.) are out of scope — they aren’t card-network disputes and have a different remediation flow. Same for customer_initiated (general inquiry without a network reason). See /help/what-victava-does-not-do-yet for the full exclusion list.