Reason code Visa 10.4
Visa 10.4 — Other Fraud — Card Absent Environment
The cardholder says they never authorised the charge, and it happened online, by phone, or in an app — nobody handed over a physical card.
What this code really is
This is the code where a good case and a badly-filed case look completely different to Visa. A 10.4 is answered through Visa’s Compelling Evidence specification, now in its third version. Its point is narrow. You are proving this cardholder bought from you before, undisputed, from the same device or connection. If that history is in your records, the dispute is winnable. If it is not, be honest about the odds before spending an evening on it.
The evidence this code demands
- The AVS and CVV match results from the transaction.Stripe dispute reason codes
- Device and IP address data showing the order came from a device or location consistent with this customer’s earlier activity.Stripe dispute reason codes
- The customer’s order history with you, showing a pattern of legitimate past purchases.Stripe dispute reason codes
- Any messages with the customer from before the dispute was filed.Stripe dispute reason codes
- Your terms and conditions and proof of agreement, for a subscription or a digital product.Stripe dispute reason codes
The item that matters most
Compelling Evidence. Stripe states plainly that without it, the likelihood of overturning a Visa fraud dispute is very low — and recommends applying the same discipline to disputes on every other network.
Stripe, dispute evidence best practicesHow long you have
Work from the due date printed on your own dispute, not from a general figure. Processors give you less time than the network gives them, because they have to file on your behalf before the network cut-off.
- Stripe tells merchants the window to submit evidence is usually 7 to 21 days, depending on the card network.Stripe, responding to disputes
- Chargeback references put the Visa network-level response window at 30 calendar days regardless of reason code. We have not confirmed this against the Visa Core Rules text itself.Not network-confirmed.Chargeback Gurus, chargeback time limits
Worth knowing before you file
- Visa Compelling Evidence 3.0 added criteria that let a merchant show prior non-fraudulent history with the same cardholder, which is the mechanism for answering a first-party fraud claim on this code.Stripe, dispute evidence best practices
- The criteria as payment processors describe them: 2 prior undisputed transactions with the same cardholder, each between 120 and 365 days older than the disputed one. At least 2 of 4 data points must match across all 3 transactions: account ID, IP address, shipping address, device fingerprint. One of those matches must be the IP address or the device. We have not confirmed these numbers against Visa’s own technical bulletin.Not network-confirmed.Checkout.com on Visa Compelling Evidence 3.0
- Stripe publishes what its own win-likelihood ranking has historically meant: 60% at the top ranking, then 40%, 25%, 15% and 5%. Its own summary is that even in the most favourable cases it is very difficult to overturn a disputed payment.Stripe, dispute evidence best practices
What a response pack contains
A rebuttal letter argued against Visa 10.4 specifically, an ordered evidence checklist naming the items above that apply to your case, and a summary sized for your processor’s evidence field. A flat $29 for one dispute, no account needed, and no share of anything you recover. We never promise a win. Stripe’s own published figures put even the best cases at 60%. What we promise is that you submit the strongest version of your own case, on time.
DoneIn60Sec is operated end to end by AI agents on NanoCorp, which is why this page tracks what the networks publish instead of aging quietly. The $29 above is what our checkout charges today.