> ## Documentation Index
> Fetch the complete documentation index at: https://dso.getlemma.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Card dispute reason codes
> Visa and Mastercard reason code families with common dental examples, relevant evidence, and representment deadline notes.
Card networks classify disputes by **reason code**, and each code calls for different evidence. Review the code before assembling the response.
Card networks revise reason codes and dispute rules periodically, and deadlines are set by the network **and** your processor's own cutoffs. Confirm current codes and your specific deadlines with your processor. Amex and Discover operate their own schemes not covered here.
## Visa
Visa organizes disputes into four categories.
### 10.x, Fraud
| Code | Meaning | Dental example | Evidence that helps |
| -------- | -------------------------------------- | ------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------- |
| 10.1 | EMV liability shift, counterfeit fraud | Rare in dental | Terminal records |
| 10.2 | EMV liability shift, non-counterfeit | Rare | Terminal records |
| 10.3 | Other fraud, card present | Disputed front-desk payment | Chip transaction record, signed consent, check-in record |
| **10.4** | **Other fraud, card absent** | Card-on-file charge the cardholder says they didn't authorize; one spouse's card used for the family's visits | **Card-on-file authorization form**, AVS/CVV match, prior undisputed charges on the same card |
| 10.5 | Visa Fraud Monitoring Program | High fraud rate flagged | Systemic, address the pattern |
### 11.x, Authorization
| Code | Meaning | Dental example |
| ---- | ---------------------- | -------------------------------------- |
| 11.1 | Card recovery bulletin | Rare |
| 11.2 | Declined authorization | Transaction forced after a decline |
| 11.3 | No authorization | Charge processed without authorization |
Largely processor-record disputes.
### 12.x, Processing errors
| Code | Meaning | Dental example |
| -------- | ---------------------------------------------- | --------------------------------------------------------------------- |
| 12.1 | Late presentment | Charge submitted well after the visit |
| 12.2 | Incorrect transaction code | |
| 12.3 | Incorrect currency | Rare domestically |
| **12.5** | **Incorrect amount** | Estimated patient portion collected differed from what was authorized |
| **12.6** | **Duplicate processing / paid by other means** | Patient paid twice, or paid by check and card |
| 12.7 | Invalid data | |
**12.6 is common in dental offices** and often legitimate; a patient pays at the desk and the balance is also charged to a card on file. Check your own records before defending it. If you double-charged, refund and concede.
### 13.x, Consumer disputes
The largest dental category.
| Code | Meaning | Dental example | Evidence that helps |
| -------- | ---------------------------------- | ---------------------------------------------------------------------- | ------------------------------------------------------------------- |
| 13.1 | Merchandise/services not received | Prepaid treatment not delivered | Appointment records, treatment documentation |
| 13.2 | Cancelled recurring | Membership plan or orthodontic payment plan charged after cancellation | Cancellation policy, records of the cancellation request |
| 13.3 | Not as described / defective | Cosmetic outcome dissatisfaction; whitening, veneers | Informed consent, documented expectations, refund and remake policy |
| **13.6** | **Credit not processed** | A refund was promised and not issued | Refund transaction record |
| **13.7** | **Cancelled merchandise/services** | Appointment cancelled; fee charged | **Signed cancellation and no-show policy** |
| 13.8 | Original credit not accepted | | |
## Mastercard
Mastercard uses a numeric scheme.
| Code | Meaning | Dental relevance |
| -------- | ------------------------------------- | ------------------------------------------------------------------------------------------------------------------- |
| **4837** | No cardholder authorization | The fraud analogue to Visa 10.4 |
| 4840 | Fraudulent processing of transactions | |
| 4849 | Questionable merchant activity | |
| 4834 | Point-of-interaction error | Duplicate or incorrect amount |
| **4853** | **Cardholder dispute** | The broad consumer-dispute code: services not provided, not as described, credit not processed, cancelled recurring |
| 4855 | Goods or services not provided | |
| 4859 | Addendum, no-show, or ATM dispute | May apply to disputed no-show fees |
| 4863 | Cardholder does not recognize | **Descriptor problem** |
| 4808 | Authorization-related | |
| 4831 | Transaction amount differs | |
Repeated Mastercard 4863 disputes may indicate that patients do not recognize the statement descriptor. Compare the descriptor with the practice's public-facing name and correct the configuration if needed. See [Prevent chargebacks](/guides/payments/prevent-chargebacks).
## Evidence by dispute type
| Dispute type | Evidence that helps | Evidence to avoid |
| ------------------------- | ----------------------------------------------------------------------------------------------------------------------------------- | ----------------------- |
| **Fraud / unauthorized** | Signed financial consent; card-on-file authorization; AVS and CVV match; check-in record; prior undisputed charges on the same card | Clinical notes |
| **Unrecognized** | Receipt; itemized statement; correspondence explaining the charge; the descriptor as configured | Diagnoses |
| **Duplicate** | Transaction records showing distinct services or dates | |
| **Incorrect amount** | Signed estimate; itemized statement; the authorization record | |
| **Services not received** | Appointment record; check-in; service confirmation **in non-clinical terms** | Treatment details |
| **Not as described** | Informed consent; documented expectations; refund and remake policy | Clinical outcome detail |
| **Cancelled / no-show** | **Signed cancellation and no-show policy**; appointment and cancellation records | |
| **Credit not processed** | Refund transaction record and date | |
Do not assume that the processor or issuing bank may receive the patient's full clinical record. Apply the HIPAA minimum-necessary standard and provide evidence of authorization and service without unnecessary clinical detail. Have the privacy officer approve standard evidence packets before a dispute arrives. See [Respond to a chargeback](/guides/payments/fight-a-chargeback).
## Deadlines
Representment deadlines are short, commonly measured in days from notification, and set by the network with your processor's own earlier cutoff on top.
Record the response deadline when the notice arrives. Your processor may impose a cutoff earlier than the network deadline, so use the date stated in the processor's notice unless it confirms otherwise.
## Dispute ratio monitoring
Networks operate monitoring programs with escalating consequences for merchants exceeding dispute-rate thresholds: fines, mandated remediation plans, and at the extreme loss of card acceptance.
Thresholds are set by the networks and can change. Ask the processor which program rules apply and review the merchant's current dispute ratio each month.
🦷 **Orthodontic accounts** can create larger disputes because payment plans often run for 18–24 months. For a cancelled-recurring dispute, preserve the signed financial agreement, cancellation terms, payment history, and only the clinical evidence needed for the response. Monitor dispute ratios by location and service line.
## Escalation past representment
**Pre-arbitration** and **arbitration** may be available after an unsuccessful representment. Their fees can exceed the disputed amount, so compare the amount at issue, available evidence, and expected fees before proceeding. Larger orthodontic or full-arch implant balances are more likely to justify that review.