Fraud
10.4 Other Fraud — Card-Absent Environment
Details
This code is used for fraud that occurs in a card-not-present (CNP) environment, such as e-commerce, phone orders, or mail orders, where the fraud doesn't fall under other specific categories.
- Used when cardholder claims they did not authorize a CNP transaction
- Applies to e-commerce, MOTO (mail order/telephone order), and other CNP channels
- Merchant must prove cardholder participation
Timing to raise the dispute (Issuer/Cardholder)
120days
Timing to respond to the dispute (Acquirer/Merchant)
30days
How to respond?
Provide evidence of:
- Cardholder authorization (signed contracts, IP address logs, device fingerprinting)
- AVS/CVV match
- Delivery confirmation to billing address
- Customer communication history
How to prevent?
To prevent this chargeback:
- Implement strong fraud detection tools
- Use 3D Secure authentication
- Verify AVS and CVV for all transactions
- Monitor for suspicious patterns