Visa Chargeback Reason Code
Visa Reason Code 10.4: Other Fraud — Card-Absent Environment
Category FraudBy Payment Defender Editorial TeamUpdated July 17, 2026Last reviewed July 17, 2026
What Visa Reason Code 10.4 Means
Visa reason code 10.4 identifies a dispute in which the cardholder claims they did not authorize a card-absent transaction, such as an online, phone, or mail-order purchase.
Why This Chargeback Happens
This dispute commonly occurs after true third-party fraud, after a cardholder does not recognize a billing descriptor, or when a household member used the card without the cardholder's knowledge.
What the Cardholder or Issuer Is Claiming
The cardholder claims the card-absent transaction was not authorized by the account holder.
What Merchants Should Review
Review the order's authentication data, AVS and CVV results, device and IP information, delivery confirmation, customer communication history, and any prior undisputed transactions from the same customer.
Recommended Chargeback Evidence
- Proof of 3-D Secure authentication or liability shift, if applicable
- AVS and CVV match results from the authorization
- Delivery confirmation to the verified cardholder address
- Evidence of prior undisputed purchases from the same account or device
- Customer communication acknowledging the purchase
How to Prevent Similar Disputes
Card-absent fraud disputes may be reduced by using 3-D Secure authentication where appropriate, screening high-risk orders, keeping billing descriptors recognizable, and responding quickly to fraud alerts before a dispute is filed.
Important Limitations
This page is educational and reflects common industry usage. Visa dispute rules, timelines, and evidence requirements change over time and vary by dispute condition. Merchants should confirm current requirements with their acquirer or processor before responding to any dispute.
Relevant Payment Defender Products
AlertBridge™
AlertBridge™ may help merchants intercept fraud disputes as alerts before they become chargebacks.
Explore AlertBridge™
Related Reason Codes
Sources and Review Information
- Visa: Visa Merchant Dispute Management Guidelines
- Visa: Visa Core Rules and Visa Product and Service Rules
Last reviewed July 17, 2026
Chargeback rules, evidence requirements, and response options may vary by card network, region, processor, and dispute circumstances.