Visa 10.4 — Other Fraud – Card-Absent

What it means

The cardholder claims a card-absent transaction (online, phone, or mail order) was not authorized by them. This is the most common fraud code for ecommerce.

Common causes

• Stolen card details used to place an order
• True fraud the legitimate cardholder didn't make
• Friendly fraud — the cardholder made the purchase but disputes it

Evidence that helps you win

• Delivery confirmation / tracking showing the goods were received
• Matching billing & shipping addresses with AVS/CVV results
• Customer IP, device, and login/account history for the order
• Records of prior undisputed purchases by the same customer