> ## Documentation Index > Fetch the complete documentation index at: https://telr-docs.cashfree.com/llms.txt > Use this file to discover all available pages before exploring further. # Reason Codes and Documents ## General documents required for the representation of disputes | Document Name | Description | | :---------------------------- | :----------------------------------------------------------------------------------------------------------------------------------------- | | Delivery/Service Proof | Proof that the cardholder/customer did in fact receive the goods or services, such as signed delivery confirmation. | | Shipping Proof | Proof that the address was validated via authorisation and that the goods were shipped to that address. | | Statement of Service | Account statement of wallet where funds were loaded by the customer. | | Proof of Service Used | Customer acknowledgement of services used in case of a recurring transaction. | | Cancellation of Service Proof | Document to support you were able to provide merchandise or service and that the cardholder/customer cancelled prior to the delivery date. | | Refund Proof | Refund details to the customer if done via any other mode. | | Business model explanation | Generic letter elaborating how your business operates once a payment is made by the customer. | | Extra Charges Declaration | Terms and conditions stating customer would be accounted for extra charges. | | Terms & Conditions | Terms and conditions elaborating your refund/cancellation policies. | | Customer Withdrawal Letter | Proof stating that the cardholder/customer no longer Disputes the transaction, or the issue was resolved with the customer. | | Certificate of Authenticity | Original purchase receipts issued by the manufacturer that shows the products you've sold are genuine. | | Reseller Agreement | A legal document that authorises you to sell the manufacturer's products. | ## Dispute reason codes and their categories ### VISA Reason Codes | Reason Code | Description | External Category | | :---------- | :--------------------------------------------------- | :---------------- | | 10.1 | EMV Liability Shift Counterfeit Fraud | Fraud | | 10.2 | EMV Liability Shift Non-Counterfeit Fraud | Fraud | | 10.3 | Other Fraud: Card-Present Environment | Fraud | | 10.4 | Other Fraud: Card-Absent Environment | Fraud | | 10.5 | Visa Fraud Monitoring Program | Fraud | | 11.1 | Card Recovery Bulletin | Authorisation | | 11.2 | Declined Authorisation | Authorisation | | 11.3 | No Authorisation | Authorisation | | 12.1 | Late Presentment | Processing Errors | | 12.2 | Incorrect Transaction Code | Processing Errors | | 12.3 | Incorrect Currency | Processing Errors | | 12.4 | Incorrect Account Number | Processing Errors | | 12.5 | Incorrect Amount | Processing Errors | | 12.6 | Duplicate Processing/Paid by Other Means | Processing Errors | | 12.7 | Invalid Data | Processing Errors | | 13.1 | Merchandise / Services Not Received | Consumer Disputes | | 13.2 | Cancelled Recurring Transaction | Consumer Disputes | | 13.3 | Not as Described or Defective Merchandise / Services | Consumer Disputes | | 13.4 | Counterfeit Merchandise | Consumer Disputes | | 13.5 | Misrepresentation | Consumer Disputes | | 13.6 | Credit Not Processed | Consumer Disputes | | 13.7 | Canceled Merchandise / Services | Consumer Disputes | | 13.8 | Original Credit Transaction Not Accepted | Consumer Disputes | | 13.9 | Non-Receipt of Cash or Load Transaction Value | Consumer Disputes | ### MASTERCARD Reason Codes | Reason Code | Description | External Category | | :---------- | :--------------------------------------------------------------------------- | :------------------------------------------ | | 4808 | Authorization Related Chargeback | Authorisation | | 4834 | Point of Interaction Error | Point of Interaction Error | | 4837 | No Cardholder Authorization | No Cardholder Authorisation/ Fraud | | 4840 | Fraudulent Processing of Transactions | No Cardholder Authorisation/ Fraud | | 4849 | Questionable Merchant Activity | No Cardholder Authorisation/ Fraud | | 4850 | Installment Billing Dispute | Installment Billing Dispute | | 4853 | Cardholder Disputes | Cardholder Disputes | | 4854 | Cardholder Dispute Not Classified Elsewhere (US) | Cardholder Dispute Not Classified Elsewhere | | 4855 | Goods or Services Not Provided | Cardholder Disputes | | 4860 | Credit not processed | Cardholder Disputes | | 4870 | Chip Liability Shift | No Cardholder Authorisation/ Fraud | | 4871 | Chip / PIN Liability Shift--Lost / Stolen / Never Received Issue (NRI) Fraud | No Cardholder Authorisation/ Fraud | ### AMEX Reason Codes | Reason Code | Description | External Category | | :---------- | :------------------------------------------------------------------------------- | :-------------------------- | | 4507 | Incorrect Charge Amount/ Currency Discrepancy | Processing Errors | | 4512 | Duplicate Charge | Processing Errors | | 4513 | Credit not processed / No Show | Cardmember Dispute | | 4516 | No Reply | Inquiry / Miscellaneous R03 | | 4521 | Charge Amount Exceeds Authorisation Amount/No valid Authorisation | Insufficient Reply | | 4523 | Unassigned Card Number | Authorisation | | 4533 | Goods / Services Not as Described / Damaged / Defective | Processing Errors | | 4534 | Missing Signature | Cardmember Dispute | | 4536 | Late Submission | Fraud | | 4540 | Card Not Present | Processing Errors | | 4544 | Cancelled Recurring Billing | Fraud | | 4554 | Goods / Services Not Received or Only Partially Received C14 Paid by Other Means | Cardmember Dispute | | 4750 | Vehicle Rental - Capital Damages | Cardmember Dispute | | 4752 | Credit Processed as Charge | Processing Errors | | 4755 | No Cardmember Authorisation | Fraud | | 4763 | Fraud Full Recourse Program | Fraud | | 4798 | EMV Counterfeit | Fraud | | 4799 | EMV List / Stolen / Non-Received | Fraud | ### DINERS Reason Codes | Reason Code | Description | External Category | | :---------- | :--------------------------------------------------------------- | :---------------- | | A02 | Authorization Processing Errors | Processing Errors | | A06 | Unissued Account Number | Authorization | | B24 | Late Presentation | Processing Errors | | B25 | Duplicate Charge | Processing Errors | | B26 | Alternate Settlement Currency Incorrect Exchange Rates | Processing Errors | | B27 | Incorrect Currency | Processing Errors | | C41 | Fraud - Card Present Transaction | Fraud | | C42 | Fraud - Card Not Present Transaction | Fraud | | C46 | Multiple Charges at Service Establishment Fraudulent Transaction | Fraud | | C53 | Fraud – Chip Card Counterfeit Transaction | Fraud | | C54 | Fraud – Lost or Stolen Chip and PIN Card Transaction | Fraud | | D61 | Altered Amount | Processing Errors | | D62 | Non-Receipt of Goods or Services | Consumer disputes | | D66 | Credit not Processed | Consumer disputes | | D67 | Cardmember Paid by Other Means | Processing Errors | | D69 | Cancelled Recurring Transactions | Consumer disputes | | D70 | Cardmember Does Not Recognize | Consumer disputes | ### DISCOVER Reason Codes | Reason Code | Description | External Category | | :---------- | :----------------------------------------------- | :---------------- | | 4534 | Duplicate Processing | Processing Error | | 4541 | Recurring Payment | Consumer Disputes | | 4542 | Late Presentation | Processing Error | | 4550 | Credit/ Debit Posted Incorrectly | Processing Error | | 4553 | Cardholder Disputes Quality of Goods or Services | Consumer Disputes | | 4586 | Altered Amount | Processing Error | | 4865 | Paid by Other Means | Processing Error | | 4752 | Does not Recognize | Consumer Disputes | | 4753 | Invalid Cardholder Number | Authorization | | 4755 | Non-Receipt of Goods or Services | Fraud | | 4866 | Fraud Chip Card Counterfeit Transaction | Fraud | | 4867 | Fraud Chip Card and PIN Transaction | Fraud | | 7010 | Fraud Card Present Transaction | Fraud | | 7030 | Fraud Card Not Present Transaction | Fraud | | 8002 | Credit Not Processed | Consumer Disputes | ### RUPAY Reason Codes | Reason Code | Description | External Category | | :---------- | :------------------------------------------------------------------------------------------ | :------------------------ | | 108 | The remitter account is debited but the beneficiary account was not credited | Chargeback Raise | | 109 | The remitter bank customer still disputes that the beneficiary account is not credited | Pre-arbitration Raise | | 121 | TCC has been raised but the customer still complaining that Beneficiary a/c is not credited | Deferred Chargeback Raise | | 128 | Chargeback on Fraudulent Transaction | Fraud Chargeback Raise | | 1061 | Credit not processed for cancelled or returned goods and services | Chargeback Raise | | 1062 | Goods and Services not as described / defective | Chargeback Raise | | 1063 | Paid by alternate means | Chargeback Raise | | 1064 | Goods or Services Not Provided / Not Received | Chargeback Raise | | 1065 | Account debited but transaction confirmation not received at the merchant location | Chargeback Raise | | 1081 | Transaction not steeled within the specified timeframes | Chargeback Raise | | 1084 | Duplicate /Multiple Transaction | Chargeback Raise | | 1085 | Cardholder was charged more than the transaction amount | Chargeback Raise | | 1097 | The customer is still claiming that services are not delivered | Pre-arbitration Raise | ### UPI Reason Codes | Reason Code | Description | External Category | | :---------- | :--------------------------------------------------------------------------------- | :-------------------- | | 1061 | Credit not processed for cancelled or returned goods and services | Chargeback Raise | | 1062 | Goods and Services not as described / defective | Chargeback Raise | | 1063 | Paid by alternate means | Chargeback Raise | | 1064 | Goods or Services Not Provided / Not Received | Chargeback Raise | | 1065 | Account debited but transaction confirmation not received at the merchant location | Chargeback Raise | | 1081 | Transaction not steeled within the specified timeframes | Chargeback Raise | | 1084 | Duplicate /Multiple Transaction | Chargeback Raise | | 1085 | Cardholder was charged more than the transaction amount | Chargeback Raise | | 1097 | The customer is still claiming that services are not delivered | Pre-arbitration Raise | ### Telr Internal Reason Codes | Reason Code | Description | External Category | | :---------- | :---------------------- | :---------------- | | 1401 | Fraud Transaction | Fraud | | 1402 | Duplicate Processing | Processing Error | | 1403 | Services Not Rendered | Customer Dispute | | 1404 | End Customer Escalation | Customer Dispute | | 1405 | Suspicious Transaction | Fraud |