Visa 10.4

Other fraud, card-absent environment

The cardholder told their bank they did not authorise this online charge. Visa filed it as card-absent fraud, so the question is whether the person who checked out was the cardholder. Your refund policy has no weight here. What carries weight is checkout data: address and card checks, 3-D Secure, IP and device, and a history of undisputed charges from the same merchant to the same cardholder.

The evidence this code accepts

1
AVS result on the authorisation
A full address match ties the order to the billing address on the card.
2
CVV result on the authorisation
A CVV match shows the physical card was in the buyer's hands.
3
3-D Secure status
A fully authenticated charge usually moves liability to the issuer on its own.
4
IP address recorded at checkout
One of the two data points Compelling Evidence 3.0 will accept as the strong match.
5
Device ID or fingerprint
The other strong match under Compelling Evidence 3.0.
6
Customer account or login ID
Shows the order came from an account the cardholder set up and used before.
7
Delivery address against billing address
An identical address is hard to reconcile with a stolen card.
8
Delivery confirmation
Proves the goods reached the address on the card, not a drop point.
9
Two prior undisputed transactions from the same merchant
The entry ticket for Compelling Evidence 3.0, which is the only route that shifts liability on this code. Both must be 120 to 365 days older than the dispute date.

Your refund policy does not carry weight on this code, so we do not ask for it.

Where sellers lose this one

They send the refund policy. This code does not read it.
They write a long account of how honest the customer seemed, with no checkout data.
They have the IP address in their logs and never include it.
They submit once with weak evidence, and Compelling Evidence 3.0 allows one submission only.

Compelling Evidence 3.0

This code has a second route. It needs 2 prior undisputed transactions from the same merchant, both between 120 and 365 days older than the dispute date, with at least 2 of account ID, IP address, delivery address and device ID matching across all 3 transactions, 1 of them being the IP address or the device ID. Meet all 3 conditions and the dispute can be stopped before it is filed. You get 1 submission only, so it has to be right. The builder checks the 3 conditions and tells you plainly whether it passes.

Build the pack for Visa 10.4

8 questions specific to this code, plus the order and the notice. No account. You see the assessment and what is missing before you pay anything.

USD 9.90 a pack when you get it. This prepares your evidence; the card network decides.

Rules checked 2026-09. Sources. Network rules change; if you find this page out of date, tell us and we will correct it.