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How to Respond to a Visa 10.4 “Other Fraud – Card-Absent Environment” Chargeback
You've had a Visa chargeback with reason code 10.4. Here's what it means, what to send back, and how to submit it, in plain English.
- Visa 10.4
- Other Fraud – Card-Absent Environment
- Type: fraud or no authorization
What Visa 10.4 means
Reason code 10.4 is Visa's code for “Other Fraud – Card-Absent Environment”. In plain words, the cardholder says they didn't make or authorize this purchase. The bank has pulled the money back for now, and your response is your chance to show the charge was valid.
How Visa handles it
Visa sorts its reason codes into four groups, and 10.4 sits in the Fraud group (10.x codes). Visa generally gives the cardholder's bank 120 days to file a dispute; for item-not-received and cancellation disputes the clock can start later, from the expected delivery or cancellation date, so an older order can still be disputed. For 10.4, Visa's Compelling Evidence 3.0 rules let you point to earlier undisputed orders from the same customer that share details such as the IP address or device and the shipping address. If you have those, include them.
Why customers file it
- The card details really were stolen and used on your store.
- A family member used the card without telling the cardholder.
- They don't recognise the charge on their statement.
- They regret the purchase and report it as fraud instead of asking you for a refund.
Most of these aren't bad faith. A calm, factual reply with the right documents works better than an argument.
The evidence that matters for 10.4
These are the documents the DisputeDraft generator checks for this reason code. Send the ones you have:
- AVS/CVV MatchThe address and security-code checks that passed when the card was charged. Upload: payment authorization details.
- IP Address and Billing Address MatchShows the order came from somewhere consistent with the cardholder's own details. Upload: transaction details.
- Prior TransactionsEarlier orders from the same customer that were never disputed. Upload: order history.
- Customer CommunicationMessages where the customer confirms the order, asks about it, or never raised a problem with you. Upload: emails, chat logs.
- Terms of Service AcceptanceShows the customer agreed to your terms at checkout, with a date and time. Upload: checkout screenshot with timestamp.
- Transaction DetailsThe receipt, invoice or order confirmation for the disputed charge. Upload: Original sales receipt, invoice, or order confirmation.
How to submit your response
Paste your letter into your processor's dispute response and upload the evidence. Menus change from time to time, so follow your dispute notice if anything looks different.
Stripe
- Go to Payments → Disputes and open this dispute.
- Click Counter dispute and follow the form.
- Paste the letter as your response and upload the files below.
Stripe accepts only one submission per dispute, so upload everything at once.
PayPal
- Open the Resolution Center and find this case (look under “Needs your attention”).
- Click Respond and choose the option to provide evidence.
- Paste the letter and upload the files below.
Use the response due date shown on the case.
Shopify Payments
- Go to Orders and open the order with the chargeback.
- Click Submit response in the chargeback banner.
- Paste the letter in the notes and add the files below as evidence.
You can add evidence until the due date; Shopify sends your response to the card company then.
Etsy Payments
- Find the email Etsy sent about this chargeback.
- Reply with the letter and the files below, as that email asks.
- Keep a copy of what you sent.
Etsy’s email gives the time frame to reply; Etsy passes your information to the bank.
Common mistakes
- Leaving out the address and security-code check results from the payment.
- Not showing earlier orders from the same customer that were never disputed.
- Shipping to an address that doesn't match the billing address without saying why.
- Accusing the customer of lying. Stick to what your records show.
Deadline reminder
Submit before the deadline on your dispute notice: late responses lose automatically.
Your processor sets its own response date, which is usually earlier than the bank's. Use the date on your dispute notice, not one you've read online.
Write your Visa 10.4 letter free
Opens the generator with Visa and 10.4 already selected. Nothing you type leaves your browser.
Write your letter freeFAQ
What if it really was fraud?
Then accepting the dispute is usually the honest choice. Look at what the order had in common with other suspicious ones so you can catch the next one before shipping.
Does passing the address and security-code checks prove the cardholder made the purchase?
It shows whoever paid had the card details and billing address. It helps, but it's stronger next to earlier orders from the same customer, matching delivery details and any messages from them.
Can I contact the customer?
Yes, politely. If they realise they do know the purchase, they can tell their bank. Keep a copy of everything you send and receive.
Is Visa 10.4 the same as other “fraud or no authorization” codes?
Other networks have their own codes for the same kind of dispute. The evidence is similar, but always use the exact code on your dispute notice (Visa 10.4 here).
Related guides
This guide is general information, not legal advice. It can't guarantee an outcome. Networks revise their reason codes, so always follow the code and deadline on your processor's dispute notice.