Reason code

Visa reason code 12.4 is issued when a transaction is processed to the wrong account number—meaning the cardholder was charged, but the charge was intended for a different customer. This typically occurs due to manual keying errors, duplicate card records, or a mix-up at the point of sale or during data entry.

Even if the cardholder received the product or service, a mismatch between the intended and charged account can result in a chargeback. Merchants must ensure that transactions are submitted with accurate account details to avoid liability.

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If the account number was entered correctly or the cardholder received the goods/services, submit documentation to support your case:

• Provide terminal or system logs confirming the correct account number was used
  
  
• Include receipts, delivery records, or customer correspondence showing fulfillment of the order
  
  

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Protect against account number errors with accurate systems and careful workflows:

• Use chip or contactless readers to reduce manual entry and keying mistakes
  
  
• Reconcile transaction records regularly to catch misapplied charges quickly

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