Reference pagesReason codes
Fraud
Visa 10.4: Other Fraud - Card-Absent Environment
A Visa dispute reason code, what it asks you to prove, and what Do The Proof puts in the response.
What this code means
Cardholder denies an internet/mail/phone transaction
A fraud report on this code also counts toward the Visa Acquirer Monitoring Program (VAMP) ratio. VAMP ratio calculator
What the network says wins it
CE: Visa Secure; CE 3.0 match (see below)
Compelling Evidence 3.0 applies to 10.4: two prior undisputed transactions 120 to 364 days old sharing two elements, an IP address or device plus an address, email or account ID, shift liability to the issuer.
- Compelling evidence that the cardholder took part in the purchase
How the app handles it
Arrives in the app as: Fraudulent
Proof this usually needs
- Customer email
- Billing address
- Shipping address
- Tracking number
- Delivery confirmation
- Customer name
- Checkout IP
- Access activity
What the app cannot collect for you
Access activity. If you have login, download or usage records for this customer, add them to your dispute response. Records like these live on your own systems rather than in Shopify, so they have to come from you.
How long you have to respond
- Merchant or acquirer response
- 30 days
- Cardholder dispute window
- 120 days, or 540 days for delayed delivery
An allocation dispute is a Visa dispute in categories 10 (Fraud) and 11 (Authorization). Visa's current rules call these dispute categories 10 and 11. Visa decides liability from the dispute condition itself, so there is no stage at which you send a response for the issuer to weigh. Your acquirer's only route is a pre-arbitration attempt. Visa's rules set out the stages for these two categories as Dispute, Pre-Arbitration Attempt and Pre-Arbitration Response, with no Dispute Response stage in between.
A collaboration dispute is a Visa dispute in categories 12 (Processing errors) and 13 (Consumer disputes). Visa's current rules call these dispute categories 12 and 13. These take a response from you: your acquirer sends a Dispute Response, and the issuer must then address the evidence in it before it can make a pre-arbitration attempt. Unresolved, it goes on to arbitration.
Where this comes from
- Visa, Dispute Management Guidelines for Visa Merchants, June 2024
- Stripe, Visa Compelling Evidence 3.0 Accessed 8 September 2026.
- Stripe, reason code categories Accessed 8 September 2026.
Other Visa fraud codes
Do The Proof drafts dispute responses for Shopify stores.
You pay when a dispute is won. Not before.