Visa10.4Fraud

Other Fraud – Card-Absent Environment

The cardholder says they did not authorize or take part in an online, phone or mail-order purchase. It is the most common fraud dispute for online stores, SaaS and subscription apps, and it can also be filed when the real cardholder simply forgot or did not recognize the charge.

Why it happens

  • Stolen card details were used online by someone else.
  • The cardholder does not recognize the name on their statement.
  • A family member used the card without the cardholder knowing.
  • The cardholder used the service but claims fraud instead of asking for a refund.

What to send to fight it

  1. Under Visa Compelling Evidence 3.0: earlier undisputed transactions from the same customer that share data with the disputed one, such as IP address, device ID, shipping address or account login.
  2. Logs showing the cardholder logged in, used the product or downloaded the goods after the purchase.
  3. Proof of 3-D Secure authentication for the transaction.
  4. Proof of delivery to the cardholder’s billing address, or messages exchanged with them about the order.
  5. Proof a refund or reversal was already processed.

How to prevent it

  • Use 3-D Secure for risky payments: an authenticated payment usually moves fraud liability to the issuer.
  • Store IP address, device ID and login history for every payment, so Compelling Evidence 3.0 can be used.
  • Use a clear statement descriptor and send a receipt, so customers recognize the charge.

Summaries written by NoChurn from the networks’ public rules and processor documentation. Networks update their rules and deadlines depend on your processor: check its documentation before you respond.

Other Visa codes

← All reason codes
Sources (3)
  1. Visa Core Rules and Visa Product and Service Rules (24 October 2026) · checked 2026-11-09
  2. Visa Dispute Management Guide for Merchants · checked 2026-11-09
  3. Visa, Evolution of Compelling Evidence: FAQs (October 2022) · checked 2026-11-09
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