When a cardholder reports a problem with a transaction such as unauthorized use, merchandise that never arrived, or a billing error, you can open a dispute on their behalf using the POST /cases endpoint. Marqeta routes the dispute to the appropriate card network and initiates the chargeback process.

The POST /cases endpoint supports two types of submissions: chargeback requests, which initiate the formal dispute and recovery process, and fraud reports, which record fraud for card network reporting purposes but do not initiate chargeback recovery.

The structure of your request payload depends on the following:

Card network — Visa, Mastercard, and PULSE each have different payload requirements.
Dispute category — Such as Fraud, Consumer, Authorization, or Processing Error.
Reason code — The specific reason for the dispute within that category.

Marqeta provides a response that indicates that the dispute has been created successfully or provides an error message if unsuccessful.

Prerequisites

Before creating a dispute, make sure you have the following:

Authentication — A valid API key or access token to authenticate your request.
original_transaction_token — The token of the transaction being disputed. You can retrieve this using the Transactions API.
Card network — The network associated with the original transaction (Visa, Mastercard, or PULSE).
Dispute reason — The dispute reason that applies to the cardholder’s situation. See the payload reference below for the full list of supported reason codes by network.

Payload examples

This section provides payload examples to create disputes. These examples are based on scenarios with various combinations of card networks, disputes categories, and reason codes.

Walkthrough

This section walks through the following common dispute scenarios end to end:

a Visa consumer dispute
a Mastercard dispute
a Visa fraud report
a PULSE consumer dispute.

Example 1: Visa — Merchandise not received

Scenario: A cardholder purchased a jacket online but never received it. They contacted the merchant with no resolution. Step 1: Identify your parameters

Network: Visa
Category: Consumer
Reason code: SERVICE_NOT_PROVIDED_MERCHANDISE_NOT_RECEIVED

Step 2: Construct the payload

{
    "type": "DISPUTE",
    "memo": "Cardholder reports merchandise never received after contacting merchant",
    "dispute_details": {
        "dispute_reason": "SERVICE_NOT_PROVIDED_MERCHANDISE_NOT_RECEIVED",
        "dispute_amount": 89.99,
        "cardholder_contact_date": "2026-03-10T09:00:00Z",
        "original_transaction_token": "a2d7d73a-02c6-4865-9fa6-6c998a179b2a",
        "consumer_dispute_type_dispute_details": {
            "service_not_provided_merchandise_not_received_details": {
                "detailed_description_of_what_was_purchased_and_explanation_of_the_dispute": "Cardholder ordered a blue denim jacket (size M) on February 20, 2025\. Expected delivery was March 5, 2025\. Item was never received and merchant has not responded to two contact attempts.",
                "expected_receipt_date": "2026-03-05T00:00:00Z",
                "merchandise_or_services": "MERCHANDISE",
                "did_cardholder_attempt_to_resolve_dispute_with_merchant": true,
                "is_attempt_to_resolve_prohibited_by_local_law_or_regulations": false,
                "did_cardholder_return_merchandise": false,
                "did_cardholder_attempt_to_return_merchandise": false,
                "is_merchant_in_bankruptcy_liquidation": false,
                "third_party_gift_card_indicator": false,
                "merchandise_delivered_late": false,
                "was_merchandise_delivered_to_wrong_location": false,
                "did_merchant_cancel_merchandise": false
            }
        }
    }
}

Step 3: Send the request

In the following example, replace the <payload above> text in the last line with the JSON payload from Step 2.

curl \--request POST \
  \--url https://sandbox-api.marqeta.com/v3/cases \
  \--header 'Authorization: Basic <your_credentials>' \
  \--header 'Content-Type: application/json' \
  \--data '<payload above>'

Step 4: Review the response A successful request returns a 201 Created response with a case object. The key fields to note:

token — Your unique case identifier. Save this for future status checks.
dispute_state — The current state of the dispute in the card network workflow.
provisional_credit_granted — Whether a provisional credit has been applied to the cardholder’s account.

Example 2: Mastercard — Cancelled recurring transaction

Scenario: A cardholder was billed for a recurring subscription they cancelled two months ago. Step 1: Identify your parameters

Network: Mastercard
Reason code: CANCELLED_RECURRING_TRANSACTION

Mastercard payloads generally require the core dispute fields and a network_comment explaining the dispute context. For fraud reports, additional fields are required — see the Fraud Report tab under the Mastercard section for details.

Step 2: Construct the payload

{
    "type": "DISPUTE",
    "memo": "Cardholder cancelled subscription in January; merchant continued billing in February and March.",
    "network_comment": "Cardholder cancelled their monthly streaming subscription on January 15, 2025 via the merchant's online portal and received a confirmation email. Despite cancellation, the merchant charged the cardholder $14.99 on February 1 and March 1, 2025.",
    "dispute_details": {
        "original_transaction_token": "75a1d6d5-01f8-4c9a-b89d-ecf80658e801",
        "dispute_amount": 14.99,
        "dispute_reason": "CANCELLED_RECURRING_TRANSACTION",
        "cardholder_contact_date": "2026-03-05T14:00:00Z"
    }
}

Step 3: Send the request

In the following example, replace the <payload above> text in the last line with the JSON payload from Step 2.

curl \--request POST \
  \--url https://sandbox-api.marqeta.com/v3/cases \
  \--header 'Authorization: Basic <your_credentials>' \
  \--header 'Content-Type: application/json' \
  \--data '<payload above>'

Step 4: Review the response A successful request returns a 201 Created response with a case object. The key fields to note:

token — The unique case identifier. Save this for future status checks.
dispute_state — The current state of the dispute in the card network workflow.
network_case_number - Assigned by Mastercard when the case enters their system.
provisional_credit_granted — Whether a provisional credit has been applied to the cardholder’s account.

Example 3: Visa — Fraud report

Scenario: A cardholder reports that a fraudulent application for credit was submitted in the account holder’s name. Step 1: Identify your parameters

Network: Visa
Category: Fraud Report
Reason code: FRAUD_REPORT
Fraud type: FRAUDULENT_APPLICATION

Fraud reports record fraud for card network reporting but do not initiate chargeback recovery. If you want to recover funds, use a fraud-category dispute reason code instead.

Step 2: Construct the payload The following is an example of a fraud report request to the Visa card network for a fraudulent application.

In the following example, replace the text of the memo with details relevant to the fraud report.

{
    "dispute_details": {
        "dispute_reason": "FRAUD_REPORT",
        "dispute_amount": 50,
        "fraud_category_type_dispute_details": {
            "fraud_type": "FRAUDULENT_APPLICATION"
        },
        "original_transaction_token": "1c0a45c3-8212-4524-b679-610cf4d231a8",
        "cardholder_contact_date": "2026-03-12T11:30:00Z"
    },

    "memo": "This is a QE test",
    "type": "DISPUTE"
}

Step 3: Send the request

In the following example, replace the <payload above> text in the last line with the JSON payload from Step 2.

curl \--request POST \
  \--url https://sandbox-api.marqeta.com/v3/cases \
  \--header 'Authorization: Basic <your_credentials>' \
  \--header 'Content-Type: application/json' \
  \--data '<payload above>'

Step 4: Review the response A successful request returns a 201 Created response with a case object. For fraud reports, note the following key fields:

token — The unique case identifier. Save this for future status checks.
dispute_state — The current state of the fraud report in the card network workflow.
provisional_credit_granted — For fraud reports, this value will always be false, as no chargeback recovery is initiated.

The following case object is an example of a response sent by the Visa network that related to the payload for the fraud report shown above.

{
  "created_time": "2025-10-10T14:13:49Z",
  "last_modified_time": "2025-10-10T14:13:49Z",
  "token": "qa01-2054",
  "type": "DISPUTE",
  "memo": "This is a QE test",
  "program_short_code": "qa01",
  "user_token": "2ccc806a-d9a4-4357-aa2b-897ec86c409f",
  "state": "CLOSED",
  "dispute_details": {
    "original_transaction_token": "1c0a45c3-8212-4524-b679-610cf4d231a8",
    "original_transaction_type": "authorization.clearing",
    "dispute_amount": 50.00,
    "currency_code": "USD",
    "dispute_reason": "FRAUD_REPORT",
    "network": "Visa",
    "network_case_number": "5155784824",
    "card_token": "8db8321d-56f5-42b4-a9c3-f7d3a64bc92a",
    "provisional_credit_granted": false,
    "acquirer_fee": 0.0000,
    "associated_transaction_selection_required": true
  }
}

Example 4: PULSE — Service not provided

Scenario: A cardholder paid for a home cleaning service that was never performed. They contacted the merchant with no resolution. Step 1: Identify your parameters

Network: PULSE
Category: Consumer
Reason code: SERVICE_NOT_PROVIDED_MERCHANDISE_NOT_RECEIVED

Step 2: Construct the payload

{
    "type": "DISPUTE",
    "memo": "Cardholder paid for home cleaning service that was never performed.",
    "dispute_details": {
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f",
        "dispute_amount": 120.00,
        "dispute_reason": "SERVICE_NOT_PROVIDED_MERCHANDISE_NOT_RECEIVED",
        "cardholder_contact_date": "2026-05-10T09:00:00Z",
        "consumer_dispute_type_dispute_details": {
            "service_not_provided_merchandise_not_received_details": {
                "agreed_delivery_date_or_service_date": "2026-05-01T00:00:00Z",
                "cash_over_indicator": "M"
            }
        }
    }
}

Step 3: Send the request

In the following example, replace the <payload above> text in the last line with the JSON payload from Step 2.

curl \--request POST \
  \--url https://sandbox-api.marqeta.com/v3/cases \
  \--header 'Authorization: Basic <your_credentials>' \
  \--header 'Content-Type: application/json' \
  \--data '<payload above>'

Step 4: Review the response A successful request returns a 201 Created response with a case object. The key fields to note:

token — The unique case identifier. Save this for future status checks.
dispute_state — The current state of the dispute in the PULSE card network workflow.

See the following example case object.

{
  "token": "case-123",
  "type": "DISPUTE",
  "state": "OPEN",
  "memo": "Cardholder paid for home cleaning service that was never performed.",
  "user_token": "usr_8b2c4d1e-9f3a-4b6c-8d2e-1f4a7b9c0e5d",
  "created_time": "2026-05-12T14:23:11.000Z",
  "last_modified_time": "2026-05-12T14:23:11.000Z",
  "dispute_details": {
    "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f",
    "original_transaction_type": "authorization.clearing",
    "dispute_amount": 120.00,
    "currency_code": "USD",
    "dispute_reason": "SERVICE_NOT_PROVIDED_MERCHANDISE_NOT_RECEIVED",
    "dispute_reason_code": "4555",
    "network": "PULSE",
    "card_token": "crd_5e2f1a9b-3c7d-4e8f-a1b2-6d4e9f0c3a7b",
    "cardholder_contact_date": "2026-05-10T09:00:00Z",
    "provisional_credit_granted": false,
    "associated_transaction_selection_required": false,
    "consumer_dispute_type_dispute_details": {
      "service_not_provided_merchandise_not_received_details": {
        "agreed_delivery_date_or_service_date": "2026-05-01T00:00:00Z",
        "cash_over_indicator": "M"
      }
    }
  },
  "case_tags": []
}

Understanding the response

The response schema is the same regardless of card network or reason code, but not all fields will be populated in every response. The fields most relevant to your workflow are:

Field	Description
`token`	Unique identifier for this case. Use it to retrieve or update the case later.
`state`	The internal case state within Marqeta’s system.
`dispute_state`	The state of the dispute within the card network’s workflow. Possible values vary by card network.
`provisional_credit_granted`	Whether Marqeta has granted the cardholder a provisional credit while the dispute is in progress.
`network_case_number`	The case number assigned by the card network. Available once the case has been submitted to the card network.
`network_failure_response`	Populated if the card network rejected the submission. Use this to diagnose and correct the request.

Full response schema

{
    "token": "string",
    "type": "DISPUTE",
    "memo": "string",
    "network_comment": "string",
    "program_short_code": "string",
    "user_token": "string",
    "business_token": "string",
    "state": "NONE",
    "assignee": "string",
    "zendesk_ticket_id": "string",
    "type_change_time": "2026-03-12T11:30:00Z",
    "created_time": "2026-03-12T11:30:00Z",
    "last_modified_time": "2026-03-12T11:30:00Z",
    "dispute_details": {
        "original_transaction_token": "string",
        "original_transaction_id": 1234567,
        "original_transaction_type": "string",
        "dispute_amount": 89.99,
        "dispute_amount_change_reason": "MERCHANT_ISSUED_PARTIAL_REFUND",
        "currency_code": "USD",
        "dispute_reason": "SERVICE_NOT_PROVIDED_MERCHANDISE_NOT_RECEIVED",
        "dispute_reason_code": "string",
        "chargeback_token": "string",
        "network": "Visa",
        "network_case_number": "string",
        "acquirer_fee": 0,
        "associated_transaction_selection_required": true,
        "network_failure_response": "string",
        "card_token": "string",
        "regulation_type": "REG_E",
        "provisional_credit_granted": true,
        "dispute_state": "RETRIEVAL_REQUEST",
        "processing_error_type_dispute_details": {},
        "consumer_dispute_type_dispute_details": {},
        "network_case_status_details": {},
        "additional_dispute_details": {},
        "fraud_dispute_type_details": {},
        "fraud_category_type_dispute_details": {},
        "fraud_classification_type_dispute_details": {},
        "regulation_details": {},
        "partial_dispute_resolution": {},
        "cardholder_contact_date": "2026-03-10T09:00:00Z",
        "account_status": "string"
    }
}

Next steps

After creating a dispute, you can:

Check dispute status — Retrieve the case using GET /cases/{token} to monitor its progress through the card network workflow.
Update a dispute — Use PUT /cases/{token} to add information or documentation to an open case.
Handle card network responses — If network_failure_response is populated, review the error and resubmit with corrected fields.

Error handling

If your request is rejected by the card network, the response includes a network_failure_response field describing the reason for the rejection. Review the value of this field, correct the relevant parameters in your payload, and resubmit the request.

Payload reference

Use the tabs below to find the correct payload for your card network and dispute reason code. For Visa and PULSE payloads with conditional fields, a dependency diagram is provided alongside the flat payload example.

How to read the dependency diagrams

For Visa and PULSE payloads with conditional fields, a dependency diagram is provided alongside the flat payload example. These diagrams show which fields are conditionally required based on the values of other fields. Here is how to read them:

Branches — A [BRANCH: VALUE] label means the fields below it are only applicable when the parent field is set to that value.
IF conditions — An IF: True or IF: False label means the fields below it are only required when the parent boolean resolves to that value.
Optional fields — Fields marked [Optional] are not required to submit the dispute but may be relevant to your case.

Use the flat payload as your starting point, then use the dependency diagram to remove fields that don’t apply to your specific scenario.

VISA
MASTERCARD
PULSE

Visa dispute payloads include conditional fields that vary by dispute category and reason code. All detail fields must be sent flattened in the request body, regardless of their interdependencies. Flattened means that all fields are included at the same level within their parent object — no conditional nesting based on the values of sibling fields. This section covers five dispute categories — Fraud, Processing Errors, Consumer, Fraud Report, and Authorization — each with flat payload examples and dependency diagrams where applicable.

Fraud
Processing Errors
Consumer
Fraud Report
Authorization

Fraud disputes cover unauthorized transactions and Europay, Mastercard, and Visa (EMV) liability shift scenarios. Use the reason codes in this category when a cardholder reports a transaction they did not authorize.

EMV_LIABILITY_SHIFT_COUNTERFEIT_FRAUD

Cannot be used for Chip-initiated or fallback transactions.

{
    "type": "DISPUTE",
    "dispute_details": {
        "dispute_reason": "EMV_LIABILITY_SHIFT_COUNTERFEIT_FRAUD",
        "dispute_amount": 100.01,
        "original_transaction_token": "0802aaf5-ee33-4663-a34a-196fb9712797",
        "cardholder_contact_date": "2026-05-01T01:00:00Z",
        "fraud_dispute_type_details": {
            "general_fraud_type_dispute_details": {
                "chip_on_card": true
            }
        }
    }
}

EMV_LIABILITY_SHIFT_NON_COUNTERFEIT_FRAUD

Can only be used when the card has CVM hierarchy where PIN is preferred over signature.

{
    "type": "DISPUTE",
    "dispute_details": {
        "dispute_reason": "EMV_LIABILITY_SHIFT_NON_COUNTERFEIT_FRAUD",
        "dispute_amount": 100.01,
        "original_transaction_token": "0802aaf5-ee33-4663-a34a-196fb9712797",
        "cardholder_contact_date": "2026-05-01T01:00:00Z",
        "fraud_dispute_type_details": {
            "general_fraud_type_dispute_details": {
                "chip_on_card": false
            }
        }
    }
}

NOT_AUTHORIZED_CARD_PRESENT

Condition: Card-present environment.

{
    "type": "DISPUTE",
    "dispute_details": {
        "dispute_reason": "NOT_AUTHORIZED_CARD_PRESENT",
        "dispute_amount": 100.01,
        "original_transaction_token": "a2d7d73a-02c6-4865-9fa6-6c998a179b2a",
        "cardholder_contact_date": "2026-05-01T01:00:00Z",
        "fraud_dispute_type_details": {
            "general_fraud_type_dispute_details": {
                "chip_on_card": true
            }
        }
    }
}

NOT_AUTHORIZED_CARD_ABSENT

{
    "type": "DISPUTE",
    "dispute_details": {
        "original_transaction_token": "0bbf0259-bc8b-46f1-a2de-76135d5993eb",
        "dispute_amount": 99.99,
        "dispute_reason": "NOT_AUTHORIZED_CARD_ABSENT",
        "cardholder_contact_date": "2026-01-15T10:30:00Z",
        "fraud_dispute_type_details": {
            "general_fraud_type_dispute_details": {
                "chip_on_card": false
            }
        }
    }
}

Errors in the processing category will have the dispute_details \-> processing_error_type_dispute_details object defined. Below are examples of specific payloads for dispute reasons in the Processing category.

INCORRECT_TRANSACTION_AMOUNT

{
    "type": "DISPUTE",
    "memo": "Cardholder was charged $110.01 but receipt shows $95.00.",
    "dispute_details": {
        "dispute_reason": "INCORRECT_TRANSACTION_AMOUNT",
        "dispute_amount": 110.01,
        "cardholder_contact_date": "2026-01-24T23:00:00Z",
        "dispute_amount_change_reason": "PARTIAL_DISPUTE",
        "processing_error_type_dispute_details": {
            "incorrect_transaction_amount_details": {
                "what_is_the_amount_on_the_cardholders_receipt": 95.00,
                "what_is_the_currency_on_the_cardholders_receipt": "USD",
                "is_the_dispute_due_to_the_difference_between_quoted_price_and_actual_charges_made_by_the_merchant": true
            }
        },
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f"
    }
}

INCORRECT_TRANSACTION_CODE

{
    "type": "DISPUTE",
    "dispute_details": {
        "original_transaction_token": "75a1d6d5-01f8-4c9a-b89d-ecf80658e801",
        "dispute_amount": 150.00,
        "dispute_reason": "INCORRECT_TRANSACTION_CODE",
        "cardholder_contact_date": "2026-01-15T10:30:00Z"
    }
}

INCORRECT_CURRENCY

{
    "type": "DISPUTE",
    "memo": "Cardholder was charged in USD but agreed to CAD.",
    "dispute_details": {
        "dispute_reason": "INCORRECT_CURRENCY",
        "dispute_amount": 110.01,
        "cardholder_contact_date": "2026-01-24T23:00:00Z",
        "processing_error_type_dispute_details": {
            "incorrect_currency_details": {
                "incorrect_currency_reason": "CURRENCY_DIFFERENCE",
                "what_was_the_correct_currency": 124
            }
        },
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f"
    }
}

INCORRECT_ACCOUNT_NUMBER

{
    "type": "DISPUTE",
    "memo": "Transaction posted to incorrect account number.",
    "dispute_details": {
        "dispute_reason": "INCORRECT_ACCOUNT_NUMBER",
        "dispute_amount": 110.01,
        "cardholder_contact_date": "2026-01-24T23:00:00Z",
        "processing_error_type_dispute_details": {
            "incorrect_account_number_details": {
                "is_the_account_number_on_the_issuers_master_file": true,
                "does_the_account_number_on_the_receipt_match_the_cardholders_account_number_or_token": false
            }
        },
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f"
    }
}

DUPLICATE_PROCESSING_OR_PAID_BY_OTHER_MEANS

The payload differs depending on whether the dispute’s error type is Duplicate or Paid By Other Means.

{
    "type": "DISPUTE",
    "memo": "Cardholder was charged twice for the same transaction.",
    "dispute_details": {
        "dispute_reason": "DUPLICATE_PROCESSING_OR_PAID_BY_OTHER_MEANS",
        "dispute_amount": 110.01,
        "cardholder_contact_date": "2026-01-24T23:00:00Z",
        "processing_error_type_dispute_details": {
            "duplicate_processing_or_paid_by_other_means_details": {
                "error_type": "DUPLICATE",
                "both_transactions_in_same_account": true,
                "other_transaction_reference_token": "75a1d6d5-01f8-4c9a-b89d-ecf80658e801",
                "cardholder_attempted_to_resolve": true,
                "is_attempt_to_resolve_prohibited_by_local_law": false
            }
        },
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f"
    }
}

INVALID_DATA

{
    "type": "DISPUTE",
    "memo": "Transaction was processed despite invalid data in the authorization request.",
    "dispute_details": {
        "dispute_reason": "INVALID_DATA",
        "dispute_amount": 110.01,
        "cardholder_contact_date": "2026-01-24T23:00:00Z",
        "processing_error_type_dispute_details": {
            "invalid_data_details": {
                "authorization_request_declined_valid_data": true,
                "explain_why_valid_data_inclusion_reason": "The authorization request included an expired card number that should have been declined."
            }
        },
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f"
    }
}

NON_RECEIPT_OF_CASH_OR_LOAD_TRANSACTION_VALUE_AT_ATM

{
    "type": "DISPUTE",
    "dispute_details": {
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f",
        "dispute_amount": 49.99,
        "dispute_reason": "NON_RECEIPT_OF_CASH_OR_LOAD_TRANSACTION_VALUE_AT_ATM",
        "cardholder_contact_date": "2026-01-15T10:30:00Z"
    }
}

Errors in the Consumer category will have the dispute_details \-> consumer_dispute_type_dispute_details object defined. Below are examples of specific payloads for dispute reasons in the Consumer category.

SERVICE_NOT_PROVIDED_MERCHANDISE_NOT_RECEIVED

{
    "type": "DISPUTE",
    "memo": "Cardholder ordered merchandise that was never delivered.",
    "dispute_details": {
        "dispute_reason": "SERVICE_NOT_PROVIDED_MERCHANDISE_NOT_RECEIVED",
        "dispute_amount": 110.01,
        "cardholder_contact_date": "2026-01-24T23:00:00Z",
        "consumer_dispute_type_dispute_details": {
            "service_not_provided_merchandise_not_received_details": {
                "detailed_description_of_what_was_purchased_and_explanation_of_the_dispute": "Cardholder ordered a blue denim jacket (size M) on January 1, 2024\. Expected delivery was January 15, 2024\. Item was never received and merchant has not responded to two contact attempts.",
                "expected_receipt_date": "2026-01-15T00:00:00Z",
                "expected_receipt_time": "2026-01-15T17:00:00Z",
                "did_cardholder_cancel_prior_to_the_expected_date": false,
                "did_cardholder_attempt_to_resolve_dispute_with_merchant": true,
                "is_attempt_to_resolve_prohibited_by_local_law_or_regulations": false,
                "merchandise_or_services": "MERCHANDISE",
                "was_merchandise_delivered_to_wrong_location": false,
                "did_cardholder_return_merchandise": false,
                "did_cardholder_attempt_to_return_merchandise": false,
                "third_party_gift_card_indicator": false,
                "did_merchant_cancel_merchandise": false,
                "is_merchant_in_bankruptcy_liquidation": false,
                "merchandise_delivered_late": false
            }
        },
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f"
    }
}

NOT_AS_DESCRIBED_OR_DEFECTIVE_MERCHANDISE

The payload for the NOT_AS_DESCRIBED_OR_DEFECTIVE_MERCHANDISE reason code will be different if the cause is Defective or Not-As-Described.

NOT_AS_DESCRIBED value in not_as_described_or_defective applies to either MERCHANDISE or SERVICES in merchandise_or_services.
DEFECTIVE value in not_as_described_or_defective applies only to MERCHANDISE in merchandise_or_services.

{
    "type": "DISPUTE",
    "memo": "Cardholder received item that does not match the product description.",
    "dispute_details": {
        "dispute_reason": "NOT_AS_DESCRIBED_OR_DEFECTIVE_MERCHANDISE",
        "dispute_amount": 110.01,
        "cardholder_contact_date": "2026-01-24T23:00:00Z",
        "consumer_dispute_type_dispute_details": {
            "not_as_described_or_defective_merchandise_details": {
                "not_as_described_or_defective": "NOT_AS_DESCRIBED",
                "merchandise_or_services": "MERCHANDISE",
                "date_the_cardholder_first_notified_the_issuer_of_the_dispute": "2026-01-20T00:00:00Z",
                "did_the_cardholder_attempt_to_resolve_the_dispute_with_the_merchant": true,
                "is_attempt_to_resolve_prohibited_by_local_law_or_regulations": false,
                "date_merchandise_or_service_was_received": "2026-01-10T00:00:00Z",
                "provide_details_of_what_was_ordered_and_not_as_described": "Cardholder ordered a red wool coat but received a blue polyester jacket.",
                "did_the_cardholder_return_the_merchandise": true,
                "date_cardholder_returned_the_merchandise": "2026-01-18T00:00:00Z",
                "date_merchant_received_the_returned_merchandise": "2026-01-21T00:00:00Z",
                "return_method": "UPS",
                "tracking_number": "1Z999AA10123456784"
            }
        },
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f"
    }
}

CREDIT_NOT_PROCESSED

{
    "type": "DISPUTE",
    "memo": "Cardholder returned merchandise but credit was never applied.",
    "dispute_details": {
        "dispute_reason": "CREDIT_NOT_PROCESSED",
        "dispute_amount": 110.01,
        "cardholder_contact_date": "2026-01-24T23:00:00Z",
        "consumer_dispute_type_dispute_details": {
            "credit_not_processed_details": {
                "was_a_credit_voucher_voided_transaction_receipt_or_refund_acknowledgement_given": true,
                "is_the_credit_voucher_transaction_receipt_or_refund_acknowledgement_dated": true,
                "credit_voucher_transaction_receipt_or_refund_acknowledgement_date": "2026-01-15T00:00:00Z"
            }
        },
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f"
    }
}

CANCELLED_RECURRING_TRANSACTION

Either cancellation_date or date_issuer_informed_merchant_of_account_closure must be defined under cancelled_recurring_transaction_details.

{
    "type": "DISPUTE",
    "memo": "Cardholder cancelled subscription but was charged again the following month.",
    "dispute_details": {
        "dispute_reason": "CANCELLED_RECURRING_TRANSACTION",
        "dispute_amount": 110.01,
        "cardholder_contact_date": "2026-01-24T23:00:00Z",
        "consumer_dispute_type_dispute_details": {
            "cancelled_recurring_transaction_details": {
                "cancellation_date": "2026-01-01T00:00:00Z",
                "cancellation_reason": "Cardholder no longer uses the service.",
                "contact_method_with_merchant_ind": true,
                "contact_method_merchant_email_ind": true,
                "contact_merchant_details_email_address": "support@merchant.com",
                "other_form_of_payment_ind": false,
                "is_dispute_impacted_by_local_law_or_regulation": false
            }
        },
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f"
    }
}

CANCELLED_MERCHANDISE_OR_SERVICES

The payload for the CANCELLED_MERCHANDISE_OR_SERVICES reason code will be different if the cancellation applies to merchandise or a service.

{
    "type": "DISPUTE",
    "memo": "Cardholder cancelled order within the merchant's stated policy window but was not refunded.",
    "dispute_details": {
        "dispute_reason": "CANCELLED_MERCHANDISE_OR_SERVICES",
        "dispute_amount": 110.01,
        "cardholder_contact_date": "2026-01-24T23:00:00Z",
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f",
        "consumer_dispute_type_dispute_details": {
            "cancelled_merchandise_or_services_details": {
                "merchandise_or_services": "MERCHANDISE",
                "describe_what_was_purchased": "Blue denim jacket, size M",
                "date_cardholder_received_or_expected_to_receive_merchandise": "2026-01-10T00:00:00Z",
                "did_the_cardholder_attempt_to_resolve_the_dispute_with_the_merchant": true,
                "is_attempt_to_resolve_prohibited_by_local_law_or_regulations": false,
                "did_the_cardholder_return_the_merchandise": true,
                "date_of_return": "2026-01-15T00:00:00Z",
                "date_merchant_received_returned_merchandise": "2026-01-18T00:00:00Z",
                "return_method": "UPS",
                "tracking_number": "1Z999AA10123456784",
                "explain_how_the_merchandise_was_returned": "Cardholder dropped off the package at a UPS store and received a receipt.",
                "did_the_cardholder_attempt_to_return_the_merchandise": true,
                "date_of_attempted_return": "2026-01-14T00:00:00Z",
                "detailed_description_of_how_the_cardholder_attempted_to_return_and_the_disposition_of_the_merchandise": "Cardholder contacted merchant via email on January 14 to initiate return; merchant provided a prepaid UPS label.",
                "what_is_the_disposition_of_the_merchandise": "Returned to merchant via UPS on January 15.",
                "did_cardholder_cancel": true,
                "cancellation_date": "2026-01-13T00:00:00Z",
                "cancellation_reason": "Item did not match description on website.",
                "was_cancellation_policy_provided": true,
                "merchant_refuse_advise": "MERCHANT_REFUSED_RETURN_AUTHORIZATION",
                "type_of_service": "OTHER",
                "date_of_service_or_expected_service": "2026-01-10T00:00:00Z",
                "cancelled_guaranteed_reservation_certification_selection": "CARDHOLDER_PROPERLY_CANCELLED"
            }
        }
    }
}

COUNTERFEIT_MERCH

{
    "type": "DISPUTE",
    "memo": "Cardholder received merchandise identified as counterfeit by the IP owner.",
    "dispute_details": {
        "dispute_reason": "COUNTERFEIT_MERCH",
        "dispute_amount": 110.01,
        "cardholder_contact_date": "2026-01-24T23:00:00Z",
        "consumer_dispute_type_dispute_details": {
            "counterfeit_merch_details": {
                "what_was_ordered": "Limited edition designer handbag",
                "date_the_cardholder_received_the_merchandise_or_notification": "2026-01-10T00:00:00Z",
                "describe_the_counterfeit_merchandise": "The bag lacks official authentication tags and stitching quality is inconsistent with genuine products.",
                "describe_the_disposition_of_counterfeit_merchandise": "Cardholder retained the item pending dispute resolution.",
                "provide_information_about_the_entity_that_indicated_the_merchandise_to_be_counterfeit": "Brand's authorized representative confirmed counterfeit via email on January 20, 2024.",
                "certification_the_merchandise_was_identified_as_counterfeit_by_one_of_the_following": "THE_OWNER_OF_THE_INTELLECTUAL_PROPERTY_OR_ITS_AUTHORIZED_REPRESENTATIVE"
            }
        },
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f"
    }
}

MISREPRESENTATION

{
    "type": "DISPUTE",
    "memo": "Cardholder received a product that was materially misrepresented in the merchant's listing.",
    "dispute_details": {
        "dispute_reason": "MISREPRESENTATION",
        "dispute_amount": 110.01,
        "cardholder_contact_date": "2026-01-24T23:00:00Z",
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f",
        "consumer_dispute_type_dispute_details": {
            "misrepresentation_details": {
                "merchandise_or_services": "MERCHANDISE",
                "merchandise_received_date": "2026-01-10T00:00:00Z",
                "describe_what_was_purchased": "Wireless noise-cancelling headphones, model XZ-500",
                "how_merchandise_service_misrepresented": "Merchant advertised 40-hour battery life; actual battery life is under 8 hours.",
                "cardholder_attempt_to_resolve": true,
                "attempt_to_resolve_proh_local_law": false,
                "cardholder_return_merchandise_ind": true,
                "cardholder_returned_merchandise_date": "2026-01-18T00:00:00Z",
                "merchant_received_returned_merchandise_date": "2026-01-21T00:00:00Z",
                "return_method": "UPS",
                "shipping_tracking_number": "1Z999AA10123456784"
            }
        }
    }
}

Fraud reports record fraudulent activity for card network reporting purposes but do not initiate chargeback recovery. Use this reason code to report fraud types such as lost or stolen cards, account takeover, or counterfeit card fraud.

FRAUD_REPORT

For fraud reports, the payload will be different when the fraud type is set to MANIPULATION_OF_ACCOUNT_HOLDER.

{
    "type": "DISPUTE",
    "memo": "Cardholder confirmed account takeover. Three unauthorized transactions identified.",
    "dispute_details": {
        "dispute_reason": "FRAUD_REPORT",
        "dispute_amount": 342.50,
        "original_transaction_token": "1c0a45c3-8212-4524-b679-610cf4d231a8",
        "cardholder_contact_date": "2026-03-12T11:30:00Z",
        "fraud_category_type_dispute_details": {
            "fraud_type": "ACCOUNT_OR_CREDENTIALS_TAKEOVER"
        }
    }
}

Authorization disputes cover transactions that were processed without valid authorization. Use the reason codes in this category when a transaction was declined, processed against a closed account, or lacked a valid authorization.

NO_AUTHORIZATION

For NO_AUTHORIZATION you must include account_status.

{
    "type": "DISPUTE",
    "dispute_details": {
        "dispute_reason": "NO_AUTHORIZATION",
        "dispute_amount": 10.01,
        "original_transaction_token": "0bbf0259-bc8b-46f1-a2de-76135d5993eb",
        "cardholder_contact_date": "2026-05-01T01:00:00Z",
        "account_status": "FRAUD"
    }
}

ORIGINAL_CREDIT_NOT_ACCEPTED

{
    "type": "DISPUTE",
    "dispute_details": {
        "dispute_reason": "ORIGINAL_CREDIT_NOT_ACCEPTED",
        "dispute_amount": 10.01,
        "original_transaction_token": "0bbf0259-bc8b-46f1-a2de-76135d5993eb",
        "cardholder_contact_date": "2026-05-01T01:00:00Z"
    }
}

DECLINED_AUTH

For DECLINED_AUTH you must include account_status.

{
    "type": "DISPUTE",
    "dispute_details": {
        "dispute_amount": 22.10,
        "dispute_reason": "DECLINED_AUTH",
        "original_transaction_token": "75a1d6d5-01f8-4c9a-b89d-ecf80658e801",
        "account_status": "ACCOUNT_CLOSED",
        "cardholder_contact_date": "2026-02-25T17:06:00Z"
    }
}

CARD_RECOVERY_BULLETIN

For CARD_RECOVERY_BULLETIN you must include account_status.

{
    "type": "DISPUTE",
    "dispute_details": {
        "original_transaction_token": "75a1d6d5-01f8-4c9a-b89d-ecf80658e801",
        "dispute_amount": 150.00,
        "dispute_reason": "CARD_RECOVERY_BULLETIN",
        "account_status": "CREDIT_PROBLEM",
        "cardholder_contact_date": "2026-01-15T10:30:00Z"
    }
}

Mastercard dispute payloads generally require the core dispute fields and the network_comment field explaining the dispute context, with additional fields required for fraud reports. This section covers all standard dispute reason codes as well as a separate Fraud Report payload that requires additional fraud classification fields.

All Reason Codes
Fraud Report

This tab covers all non-fraud Mastercard dispute reason codes, which share a common payload structure.

Use the network_comment field to provide dispute context for the card network.
Use the memo field for internal comments.
For fraud reports, see the Fraud Report tab.

{
    "type": "DISPUTE",
    "memo": "Internal case notes go here.",
    "network_comment": "Cardholder cancelled subscription on January 15 via merchant portal and received confirmation. Merchant continued to bill $14.99 on February 1 and March 1.",
    "dispute_details": {
        "original_transaction_token": "75a1d6d5-01f8-4c9a-b89d-ecf80658e801",
        "dispute_amount": 14.99,
        "dispute_reason": "CANCELLED_RECURRING_TRANSACTION",
        "cardholder_contact_date": "2026-03-05T14:00:00Z"
    }
}

Supported reason codes:

CANCELLED_RECURRING_TRANSACTION
CARDHOLDER_DISPUTE
CARDHOLDER_DISPUTE_US_ONLY
CHIP_LIABILITY_SHIFT
CHIP_PIN_LIABILITY_SHIFT_LOST_STOLEN
CHIP_READ_POS_LATE_PRESENTMENT
DOMESTIC_CHARGEBACK_INTRA_EUROPEAN_USE
DUPLICATE_PROCESSING_OR_PAID_BY_OTHER_MEANS
INCORRECT_CURRENCY_OR_TRANSACTION_CODE
INSTALLMENT_BILLING_DISPUTE
NON_RECEIPT_OF_CASH_OR_LOAD_TRANSACTION_VALUE_AT_ATM
NOT_AUTHORIZED_CARD_ABSENT
NOT_AUTHORIZED_CARD_PRESENT
NO_AUTHORIZATION
POINT_OF_INTERACTION_ERRORS
QUESTIONABLE_MERCHANT_ACTIVITY

When submitting a fraud report, include mastercard_fraud_report_details with fraud_type and sub_type as child parameters.

{
    "type": "DISPUTE",
    "memo": "Cardholder confirmed card was stolen. Three unauthorized transactions identified.",
    "dispute_details": {
        "original_transaction_token": "1c0a45c3-8212-4524-b679-610cf4d231a8",
        "dispute_amount": 215.40,
        "currency_code": "USD",
        "dispute_reason": "FRAUD_REPORT",
        "cardholder_contact_date": "2026-03-12T11:30:00Z",
        "mastercard_fraud_report_details": {
            "fraud_type": "STOLEN",
            "sub_type": "PIN_NOT_USED_IN_TRANSACTION"
        }
    }
}

PULSE dispute payloads require the core dispute fields, with additional detail objects available for select reason codes. This section covers the Consumer, Processing Error, and Non-Cardholder Reasons dispute categories, spanning a total of 17 reason codes.

Consumer
Processing Error
Non-Cardholder Reasons

SERVICE_NOT_PROVIDED_MERCHANDISE_NOT_RECEIVED

agreed_delivery_date_or_service_date is required if the case is filed within 16 days of settlement.

{
    "type": "DISPUTE",
    "memo": "Cardholder did not receive merchandise ordered online.",
    "dispute_details": {
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f",
        "dispute_amount": 50.00,
        "dispute_reason": "SERVICE_NOT_PROVIDED_MERCHANDISE_NOT_RECEIVED",
        "cardholder_contact_date": "2026-01-24T23:00:00Z",
        "consumer_dispute_type_dispute_details": {
            "service_not_provided_merchandise_not_received_details": {
                "agreed_delivery_date_or_service_date": "2026-01-15T00:00:00Z",
                "date_of_return": "2026-01-12",
                "cash_over_indicator": "M"
            }
        }
    }
}

CANCELLED_RECURRING_TRANSACTION

{
    "type": "DISPUTE",
    "memo": "Cardholder cancelled recurring payment but was still charged.",
    "dispute_details": {
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f",
        "dispute_amount": 50.00,
        "dispute_reason": "CANCELLED_RECURRING_TRANSACTION",
        "cardholder_contact_date": "2026-01-24T23:00:00Z",
        "consumer_dispute_type_dispute_details": {
            "cancelled_recurring_transaction_details": {
                "cancelled_recurring_payment_date": "2026-01-01T00:00:00Z",
                "recurring_payment_plan_expiry_date": "2026-01-31T00:00:00Z"
            }
        }
    }
}

NOT_AS_DESCRIBED_OR_DEFECTIVE_MERCHANDISE

motive_code is a required field.

{
    "type": "DISPUTE",
    "memo": "Cardholder received merchandise that does not match the description.",
    "dispute_details": {
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f",
        "dispute_amount": 50.00,
        "dispute_reason": "NOT_AS_DESCRIBED_OR_DEFECTIVE_MERCHANDISE",
        "cardholder_contact_date": "2026-01-24T23:00:00Z",
        "consumer_dispute_type_dispute_details": {
            "not_as_described_or_defective_merchandise_details": {
                "motive_code": "QUALITY_OF_GOODS_OR_SERVICES",
                "merchandise_counterfeit_confirmation_date": "2026-01-18T00:00:00Z",
                "promised_delivery_date": "2026-01-10T00:00:00Z",
                "cash_over_indicator": "M"
            }
        }
    }
}

CREDIT_NOT_PROCESSED

{
    "type": "DISPUTE",
    "memo": "Cardholder returned merchandise but credit was never applied to their account.",
    "dispute_details": {
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f",
        "dispute_amount": 50.00,
        "dispute_reason": "CREDIT_NOT_PROCESSED",
        "cardholder_contact_date": "2026-01-24T23:00:00Z",
        "consumer_dispute_type_dispute_details": {
            "credit_not_processed_details": {
                "date_of_cancellation": "2026-01-05",
                "date_of_return": "2026-01-10",
                "cash_over_indicator": "M"
            }
        }
    }
}

CANCELLED_MERCHANDISE_OR_SERVICES

{
    "type": "DISPUTE",
    "memo": "Cardholder cancelled order but merchant did not issue a refund.",
    "dispute_details": {
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f",
        "dispute_amount": 50.00,
        "dispute_reason": "CANCELLED_MERCHANDISE_OR_SERVICES",
        "cardholder_contact_date": "2026-01-24T23:00:00Z"
    }
}

NON_RECEIPT_OF_CASH_OR_LOAD_TRANSACTION_VALUE_AT_ATM

{
    "type": "DISPUTE",
    "memo": "Cardholder did not receive cash from ATM withdrawal.",
    "dispute_details": {
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f",
        "dispute_amount": 50.00,
        "dispute_reason": "NON_RECEIPT_OF_CASH_OR_LOAD_TRANSACTION_VALUE_AT_ATM",
        "cardholder_contact_date": "2026-01-24T23:00:00Z"
    }
}

NOT_AUTHORIZED_CARD_ABSENT

{
    "type": "DISPUTE",
    "memo": "Cardholder did not authorize this card-absent transaction.",
    "dispute_details": {
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f",
        "dispute_amount": 50.00,
        "dispute_reason": "NOT_AUTHORIZED_CARD_ABSENT",
        "cardholder_contact_date": "2026-01-24T23:00:00Z"
    }
}

EMV_LIABILITY_SHIFT_NON_COUNTERFEIT_FRAUD

{
    "type": "DISPUTE",
    "memo": "EMV liability shift dispute for non-counterfeit fraud.",
    "dispute_details": {
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f",
        "dispute_amount": 50.00,
        "dispute_reason": "EMV_LIABILITY_SHIFT_NON_COUNTERFEIT_FRAUD",
        "cardholder_contact_date": "2026-01-24T23:00:00Z"
    }
}

EMV_LIABILITY_SHIFT_COUNTERFEIT_FRAUD

{
    "type": "DISPUTE",
    "memo": "EMV liability shift dispute for counterfeit card fraud.",
    "dispute_details": {
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f",
        "dispute_amount": 50.00,
        "dispute_reason": "EMV_LIABILITY_SHIFT_COUNTERFEIT_FRAUD",
        "cardholder_contact_date": "2026-01-24T23:00:00Z"
    }
}

NOT_AUTHORIZED_CARD_PRESENT

{
    "type": "DISPUTE",
    "memo": "Cardholder did not authorize this card-present transaction.",
    "dispute_details": {
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f",
        "dispute_amount": 50.00,
        "dispute_reason": "NOT_AUTHORIZED_CARD_PRESENT",
        "cardholder_contact_date": "2026-01-24T23:00:00Z"
    }
}

NO_AUTHORIZATION

{
    "type": "DISPUTE",
    "memo": "Transaction processed without authorization.",
    "dispute_details": {
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f",
        "dispute_amount": 25.00,
        "dispute_reason": "NO_AUTHORIZATION",
        "cardholder_contact_date": "2026-01-24T23:00:00Z",
        "processing_error_type_dispute_details": {
            "no_authorization_details": {
                "cash_over_indicator": "M"
            }
        }
    }
}

LATE_PRESENTMENT

{
    "type": "DISPUTE",
    "memo": "Transaction presented after the allowable presentment window.",
    "dispute_details": {
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f",
        "dispute_amount": 25.00,
        "dispute_reason": "LATE_PRESENTMENT",
        "cardholder_contact_date": "2026-01-24T23:00:00Z",
        "processing_error_type_dispute_details": {
            "late_presentment_details": {
                "cash_over_indicator": "M"
            }
        }
    }
}

INCORRECT_ACCOUNT_NUMBER

{
    "type": "DISPUTE",
    "memo": "Transaction posted to an incorrect account number.",
    "dispute_details": {
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f",
        "dispute_amount": 25.00,
        "dispute_reason": "INCORRECT_ACCOUNT_NUMBER",
        "cardholder_contact_date": "2026-01-24T23:00:00Z"
    }
}

INCORRECT_TRANSACTION_AMOUNT

{
    "type": "DISPUTE",
    "memo": "Cardholder was charged an incorrect amount for this transaction.",
    "dispute_details": {
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f",
        "dispute_amount": 25.00,
        "dispute_reason": "INCORRECT_TRANSACTION_AMOUNT",
        "cardholder_contact_date": "2026-01-24T23:00:00Z",
        "processing_error_type_dispute_details": {
            "incorrect_transaction_amount_details": {
                "cash_over_indicator": "M"
            }
        }
    }
}

INCORRECT_TRANSACTION_CODE

{
    "type": "DISPUTE",
    "memo": "Transaction was processed with an incorrect transaction code.",
    "dispute_details": {
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f",
        "dispute_amount": 25.00,
        "dispute_reason": "INCORRECT_TRANSACTION_CODE",
        "cardholder_contact_date": "2026-01-24T23:00:00Z",
        "processing_error_type_dispute_details": {
            "incorrect_transaction_code_details": {
                "credit_confirmation_number": "REF-123456",
                "date_of_return": "2026-06-20",
                "return_method": "UPS"
            }
        }
    }
}

Duplicate Processing

PULSE supports two distinct reason codes for duplicate charge disputes. They differ in network scope, when to use them, and how the dispute amount is handled when the case is submitted to the PULSE network.

DUPLICATE_PROCESSING

PULSE code: 4534 | Networks: PULSE onlyUse this when the cardholder was charged twice for the exact same transaction and no alternate payment was involved. This is a PULSE-exclusive reason code — it has no Visa or Mastercard equivalent.

{
    "type": "DISPUTE",
    "memo": "Cardholder was charged twice for the same transaction.",
    "dispute_details": {
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f",
        "dispute_amount": 50.00,
        "dispute_reason": "DUPLICATE_PROCESSING",
        "cardholder_contact_date": "2025-01-15T10:30:00Z"
    }
}

DUPLICATE_PROCESSING_OR_PAID_BY_OTHER_MEANS

PULSE code: 4865 | Networks: Visa (12.6), Mastercard (73), PULSE (4865)Use this when the transaction was processed twice, or the cardholder already paid for the goods or services by another method such as cash, check, or gift card.This reason code works across all three networks. For PULSE, use this reason code when payment is made by other means. The dispute_amount is forwarded to the PULSE network when the case is submitted.

{
    "type": "DISPUTE",
    "memo": "Cardholder was charged twice for the same transaction.",
    "dispute_details": {
        "original_transaction_token": "c14fed48-b3f5-435e-99f2-743cbff97a0f",
        "dispute_amount": 50.00,
        "dispute_reason": "DUPLICATE_PROCESSING_OR_PAID_BY_OTHER_MEANS",
        "cardholder_contact_date": "2025-01-15T10:30:00Z"
    }
}

​Prerequisites

​Payload examples

​Walkthrough

​Example 1: Visa — Merchandise not received

​Example 2: Mastercard — Cancelled recurring transaction

​Example 3: Visa — Fraud report

​Example 4: PULSE — Service not provided

​Understanding the response

​Next steps

​Error handling

​Payload reference

​How to read the dependency diagrams

​EMV_LIABILITY_SHIFT_COUNTERFEIT_FRAUD

​EMV_LIABILITY_SHIFT_NON_COUNTERFEIT_FRAUD

​NOT_AUTHORIZED_CARD_PRESENT

​NOT_AUTHORIZED_CARD_ABSENT

​INCORRECT_TRANSACTION_AMOUNT

​INCORRECT_TRANSACTION_CODE

​INCORRECT_CURRENCY

​INCORRECT_ACCOUNT_NUMBER

​DUPLICATE_PROCESSING_OR_PAID_BY_OTHER_MEANS

​INVALID_DATA

​NON_RECEIPT_OF_CASH_OR_LOAD_TRANSACTION_VALUE_AT_ATM

​SERVICE_NOT_PROVIDED_MERCHANDISE_NOT_RECEIVED

​NOT_AS_DESCRIBED_OR_DEFECTIVE_MERCHANDISE

​CREDIT_NOT_PROCESSED

​CANCELLED_RECURRING_TRANSACTION

​CANCELLED_MERCHANDISE_OR_SERVICES

​COUNTERFEIT_MERCH

​MISREPRESENTATION

​FRAUD_REPORT

​NO_AUTHORIZATION

​ORIGINAL_CREDIT_NOT_ACCEPTED

​DECLINED_AUTH

​CARD_RECOVERY_BULLETIN

​SERVICE_NOT_PROVIDED_MERCHANDISE_NOT_RECEIVED

​CANCELLED_RECURRING_TRANSACTION

​NOT_AS_DESCRIBED_OR_DEFECTIVE_MERCHANDISE

​CREDIT_NOT_PROCESSED

​CANCELLED_MERCHANDISE_OR_SERVICES

​NON_RECEIPT_OF_CASH_OR_LOAD_TRANSACTION_VALUE_AT_ATM

​NOT_AUTHORIZED_CARD_ABSENT

​EMV_LIABILITY_SHIFT_NON_COUNTERFEIT_FRAUD

​EMV_LIABILITY_SHIFT_COUNTERFEIT_FRAUD

​NOT_AUTHORIZED_CARD_PRESENT

​NO_AUTHORIZATION

​LATE_PRESENTMENT

​INCORRECT_ACCOUNT_NUMBER

​INCORRECT_TRANSACTION_AMOUNT

​INCORRECT_TRANSACTION_CODE

​Duplicate Processing

​DUPLICATE_PROCESSING

​DUPLICATE_PROCESSING_OR_PAID_BY_OTHER_MEANS

Prerequisites

Payload examples

Walkthrough

Example 1: Visa — Merchandise not received

Example 2: Mastercard — Cancelled recurring transaction

Example 3: Visa — Fraud report

Example 4: PULSE — Service not provided

Understanding the response

Next steps

Error handling

Payload reference

How to read the dependency diagrams

EMV_LIABILITY_SHIFT_COUNTERFEIT_FRAUD

EMV_LIABILITY_SHIFT_NON_COUNTERFEIT_FRAUD

NOT_AUTHORIZED_CARD_PRESENT

NOT_AUTHORIZED_CARD_ABSENT

INCORRECT_TRANSACTION_AMOUNT

INCORRECT_TRANSACTION_CODE

INCORRECT_CURRENCY

INCORRECT_ACCOUNT_NUMBER

DUPLICATE_PROCESSING_OR_PAID_BY_OTHER_MEANS

INVALID_DATA

NON_RECEIPT_OF_CASH_OR_LOAD_TRANSACTION_VALUE_AT_ATM

SERVICE_NOT_PROVIDED_MERCHANDISE_NOT_RECEIVED

NOT_AS_DESCRIBED_OR_DEFECTIVE_MERCHANDISE

CREDIT_NOT_PROCESSED

CANCELLED_RECURRING_TRANSACTION

CANCELLED_MERCHANDISE_OR_SERVICES

COUNTERFEIT_MERCH

MISREPRESENTATION

FRAUD_REPORT

NO_AUTHORIZATION

ORIGINAL_CREDIT_NOT_ACCEPTED

DECLINED_AUTH

CARD_RECOVERY_BULLETIN

SERVICE_NOT_PROVIDED_MERCHANDISE_NOT_RECEIVED

CANCELLED_RECURRING_TRANSACTION

NOT_AS_DESCRIBED_OR_DEFECTIVE_MERCHANDISE

CREDIT_NOT_PROCESSED

CANCELLED_MERCHANDISE_OR_SERVICES

NON_RECEIPT_OF_CASH_OR_LOAD_TRANSACTION_VALUE_AT_ATM

NOT_AUTHORIZED_CARD_ABSENT

EMV_LIABILITY_SHIFT_NON_COUNTERFEIT_FRAUD

EMV_LIABILITY_SHIFT_COUNTERFEIT_FRAUD

NOT_AUTHORIZED_CARD_PRESENT

NO_AUTHORIZATION

LATE_PRESENTMENT

INCORRECT_ACCOUNT_NUMBER

INCORRECT_TRANSACTION_AMOUNT

INCORRECT_TRANSACTION_CODE

Duplicate Processing

DUPLICATE_PROCESSING

DUPLICATE_PROCESSING_OR_PAID_BY_OTHER_MEANS