Visa reason code
Visa reason code 10.4: Other Fraud – Card-Absent Environment
The cardholder says they did not authorise an online or phone transaction.
What Visa 10.4 means
Visa 10.4 is card-absent (online or phone) fraud: the cardholder says they did not authorise a card-not-present transaction. It is the main fraud code service businesses face because most take payment online.
When issuers use it
An issuer files 10.4 when a cardholder reports an unauthorised card-not-present charge, or the transaction is flagged as fraud.
Mistakes that lose this dispute
- Not capturing AVS and CVV at checkout
- Granting access to unverified details
- Treating 'does not recognize' as automatically lost; a clear billing descriptor often resolves it
FAQ
Frequently asked questions
How do I fight a card-not-present fraud chargeback?
Show the transaction came from the real cardholder: AVS and CVV match, login and device records, and proof they used the service. The more identity evidence, the stronger your case.
The customer says they don't recognize the charge. What now?
Often this is a forgotten purchase. A clear billing descriptor, the purchase record and proof of use usually resolve a does-not-recognize dispute.