What each code actually means, the evidence commonly relevant to it, where these cases usually fall down, and how to structure a response. Written for merchants answering their own disputes.
10 codes covered · Last reviewed 7 August 2026
The cardholder says they paid and nothing arrived. The response turns almost entirely on whether you can evidence delivery or provision.
The cardholder says they did not authorise an online or phone transaction. The response is about identity signals and delivery to a verified address.
The cardholder received the goods but says they were not what was advertised, or arrived faulty. The response is about what you actually promised.
The cardholder says they cancelled a subscription before it renewed. The response depends on your cancellation record and its timestamp.
The cardholder says a refund was promised and never arrived. Often the fastest dispute to resolve, because the answer is usually in your own records.
The cardholder cancelled an order or booking and says they should not have been charged. Your cancellation terms carry most of the weight.
The cardholder says they were charged twice, or paid another way. Usually resolved with transaction records rather than argument.
The cardholder says the amount charged differs from what they agreed. The response is a paper trail from quote to capture.
Mastercard's principal fraud code. The response mirrors Visa 10.4: identity signals plus delivery to a verified address.
A broad consumer dispute code covering non-receipt, misdescription, cancellation, and unprocessed credits under one heading.
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