> ## Documentation Index
> Fetch the complete documentation index at: https://docs.xpaycheckout.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Reason codes

> What each dispute reason code means on a card, bank, ACH, or check transaction.

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

| **Code**                | **Description**                                                                                                            |
| ----------------------- | -------------------------------------------------------------------------------------------------------------------------- |
| `credit_not_processed`  | The cardholder claims you have not yet refunded their return or cancellation.                                              |
| `customer_initiated`    | The customer initiated a chargeback directly with their bank for an unspecified reason.                                    |
| `duplicate`             | The customer was charged more than once for the same item or service.                                                      |
| `fraudulent`            | The customer claims they didn't authorize this payment — possibly due to card fraud or confusion over a legitimate charge. |
| `general`               | The customer disputed the charge, but the reason is unclear. You should contact them for more details.                     |
| `product_not_received`  | The customer says they didn't receive the product or service they paid for.                                                |
| `product_unacceptable`  | The customer received the product but says it was damaged, defective, or not as described.                                 |
| `subscription_canceled` | The customer says you continued charging them after they canceled a subscription.                                          |
| `unrecognized`          | The customer doesn't recognize the charge on their statement. This often overlaps with fraudulent disputes.                |

## Bank, ACH, and check reasons

| **Code**                    | **Description**                                                                                          |
| --------------------------- | -------------------------------------------------------------------------------------------------------- |
| `bank_cannot_process`       | The bank was unable to process the transaction due to a temporary or permanent issue.                    |
| `check_returned`            | The check payment was returned, possibly due to insufficient funds or a closed account.                  |
| `debit_not_authorized`      | The debit was not authorized by the account holder, often indicating possible fraud or misunderstanding. |
| `incorrect_account_details` | The transaction failed due to incorrect or invalid account information provided.                         |
| `insufficient_funds`        | The customer's account did not have enough funds to cover the transaction.                               |