Reason Codes
To provide a consistent and unified experience for merchants, dispute reason codes are standardized across all providers.
Authorization & Authentication Disputes
| Dispute Code | Reason Description | Common Scenarios | Key Evidence |
|---|---|---|---|
PDSP_AUTH_001 | Payment not authorized by cardholder | "I never approved this charge" "Someone else used my card" "I don't recognize this merchant" | • Valid authorization code • Cardholder verification (CVV, AVS) • Terms acceptance proof • Customer signature/consent |
PDSP_AUTH_002 | Fraudulent payment Card Not Present | "I didn't make this online purchase" "My card was used without my knowledge" "Someone hacked my account" | • 3D Secure authentication • IP address & device ID • CVV verification result • Delivery proof to billing address |
PDSP_AUTH_003 | Fraudulent payment Card Present | "I wasn't at that store" "My card was stolen and used" "I was in a different city that day" | • EMV chip read confirmation • Signed receipt • CCTV footage • PIN verification record |
PDSP_AUTH_004 | Card/account stolen or lost | "My wallet was stolen" "I lost my card last week" "Card was used after I reported it lost" | • Payment occurred before reported date • Chip & PIN used • Previous successful payments • Card present verification |
Product & Service Issues
| Dispute Code | Reason Description | Common Scenarios | Key Evidence |
|---|---|---|---|
PDSP_PROD_001 | Product not received | "My order never arrived" "Tracking shows not delivered" "Package was lost in transit" | • Complete tracking information • Delivery confirmation/signature • Proof of delivery address • Shipping communications |
PDSP_PROD_002 | Product significantly different | "This isn't what I ordered" "Color/size/model is wrong" "Features don't match listing" | • Original product listing • Product photos (advertised vs received) • Order confirmation • Terms & conditions accepted |
PDSP_PROD_003 | Product defective or damaged | "Item arrived broken" "Product doesn't work" "Damaged in shipping" | • Quality control records • Pre-shipping inspection • Warranty terms • Return policy offered |
PDSP_PROD_004 | Service not provided | "Service appointment was missed" "Work was never completed" "Subscription access denied" | • Service completion records • Access logs (for digital) • Work order signed • Appointment confirmations |
PDSP_PROD_005 | Partial shipment | "Missing items from my order" "Only received 2 of 5 items" "Rest of order never came" | • Packing list/invoice • Multiple tracking numbers • Shipment split notification • Complete delivery records |
Cancellation & Refund Issues
| Dispute Code | Reason Description | Common Scenarios | Key Evidence |
|---|---|---|---|
PDSP_CANC_001 | Canceled recurring transaction | "I canceled my subscription" "Charged after cancellation" "Unwanted auto-renewal" | • Subscription terms agreed to • Cancellation policy • No cancellation record • Continued usage after date |
PDSP_CANC_002 | Refund not processed | "Promised refund never came" "Still waiting for my money back" "Refund confirmed but not received" | • Refund policy (not applicable) • No refund promise made • Refund already processed proof • Store credit issued instead |
PDSP_CANC_003 | Canceled order | "I canceled within the window" "Order canceled before shipping" "Changed my mind immediately" | • Cancellation policy terms • Order already processed/shipped • No cancellation received • Cancellation after cutoff |
PDSP_CANC_004 | Return merchandise authorisation | "I sent the item back" "Return was delivered to seller" "Following your return process" | • Return policy requirements • No return received • Return outside policy window • Product condition upon return |
Subscription & Recurring Payment Issues
| Dispute Code | Reason Description | Common Scenarios | Key Evidence |
|---|---|---|---|
PDSP_SUBS_001 | Unwanted recurring charge | "I didn't know it would recur" "Thought it was one-time" "Never agreed to subscription" | • Clear recurring terms shown • Checkbox/consent at checkout • Renewal notifications sent • Terms prominently displayed |
PDSP_SUBS_002 | Subscription terms violation | "Price increased without notice" "Terms changed mid-contract" "Features removed from plan" | • Original terms unchanged • Proper notice given • Grandfathered pricing honored • Terms allow modifications |
PDSP_SUBS_003 | Trial period abuse | "Charged during free trial" "Trial ended too early" "Didn't know trial was ending" | • Trial terms clearly stated • Trial end date notification • Usage during trial period • Card auth explained at signup |
PDSP_SUBS_004 | Subscription modification dispute | "Didn't approve plan upgrade" "Downgrade not processed" "Wrong subscription tier charged" | • Modification request proof • Current plan confirmation • Change authorisation • Account activity logs |
General & Miscellaneous
| Dispute Code | Reason Description | Common Scenarios | Key Evidence |
|---|---|---|---|
PDSP_GEN_001 | General dispute | "Problem with transaction" "Issue needs resolution" "Dispute this charge" | • Payment details • General evidence package • Communication attempts • Resolution efforts |
PDSP_GEN_002 | Consumer inquiry | "Just asking about this charge" "Need more information" "Don't understand this transaction" | • Clear transaction details • Merchant descriptor explanation • Invoice/receipt copy • Customer service contact |
PDSP_GEN_003 | Credit not processed | "Promised credit not received" "Adjustment never applied" "Still waiting for credit" | • Credit terms/conditions • No credit due proof • Credit already applied • Alternative resolution provided |
Updated 20 days ago