Skip to main content
Each dispute may include a machine-readable reason code that reflects why the customer or bank challenged the charge. When you see a code on a dispute in the dashboard, use the descriptions below to understand the claim and what evidence to gather.

​
Card and chargeback reasons

CodeDescription
credit_not_processedThe cardholder claims you have not yet refunded their return or cancellation.
customer_initiatedThe customer initiated a chargeback directly with their bank for an unspecified reason.
duplicateThe customer was charged more than once for the same item or service.
fraudulentThe customer claims they didn’t authorize this payment — possibly due to card fraud or confusion over a legitimate charge.
generalThe customer disputed the charge, but the reason is unclear. You should contact them for more details.
product_not_receivedThe customer says they didn’t receive the product or service they paid for.
product_unacceptableThe customer received the product but says it was damaged, defective, or not as described.
subscription_canceledThe customer says you continued charging them after they canceled a subscription.
unrecognizedThe customer doesn’t recognize the charge on their statement. This often overlaps with fraudulent disputes.

​
Bank, ACH, and check reasons

CodeDescription
bank_cannot_processThe bank was unable to process the transaction due to a temporary or permanent issue.
check_returnedThe check payment was returned, possibly due to insufficient funds or a closed account.
debit_not_authorizedThe debit was not authorized by the account holder, often indicating possible fraud or misunderstanding.
incorrect_account_detailsThe transaction failed due to incorrect or invalid account information provided.
insufficient_fundsThe customer’s account did not have enough funds to cover the transaction.