| Dispute reason | Card-network codes | Evidence that answers it |
|---|---|---|
| Fraud, card absent | Visa 10.4, Mastercard 4837 | AVS and CVV results, IP and device, prior undisputed orders (Compelling Evidence 3.0) |
| Item not received | Visa 13.1, Mastercard 4855 | Delivery scan to the checkout address, shipping notifications |
| Not as described or defective | Visa 13.3, Mastercard 4853 | Product page, return policy shown at checkout, customer messages |
| Credit not processed | Visa 13.6, Mastercard 4860 | Refund record, or proof the item was never returned under the policy |
Where DTC disputes come from
A brand that ships physical goods to online customers sees the same few dispute reasons again and again:
- Card-absent fraud. A stolen card is used on your store and the real cardholder disputes it: Visa 10.4 or Mastercard 4837. Look for card testing, triangulation fraud and account takeover.
- Item not received. The parcel was late, lost or stolen from a porch, or the customer says so: Visa 13.1 or Mastercard 4855. See item not received disputes.
- Not as described or defective. Wrong size, colour or quality: Visa 13.3 or Mastercard 4853.
- Credit not processed. A return or refund the customer expected but did not see: Visa 13.6.
- Friendly fraud. The order arrived but the cardholder disputes it anyway. See friendly fraud.
The evidence that answers them
Fraud claims are answered with checkout facts (AVS and CVV results, IP, device and order history) and, for Visa 10.4, Compelling Evidence 3.0. Not-received claims need a delivery scan to the address entered at checkout. Not-as-described and credit claims need the product page, your return policy as shown at checkout and the customer conversation.
How Verdikx fits
Verdikx is a fraud, chargeback and dispute platform for e-commerce and SaaS merchants, built by Verdikx LLC (New Jersey, United States). It installs as a Shopify app, and WooCommerce stores (beta) connect from a workspace on verdikx.com.
- Order screening before you ship (Growth, $79/month). Each new order gets a 0 to 100 risk score with plain-English reasons. High-risk Shopify orders get a fulfillment hold automatically, which you can turn off. See order screening.
- Evidence captured as it happens (every plan, from Starter, $29/month). Tracking numbers, store policies, customer messages, checkout IP with AVS and CVV results and order history are saved to each order. Carrier delivery scans are checked automatically, with no carrier login. Direct UPS, FedEx and USPS proof-of-delivery files are coming soon.
- Reason-coded responses. Each dispute gets an evidence packet and an AI-drafted letter that follows the reason-code playbook. The contradiction finder (every plan) puts records that disprove the claim first.
- Returns abuse (Growth). Return requests get approve, review or decline-recommended with the reasons. See refund abuse.
- One queue for every processor. Shopify Payments and Stripe disputes are live; other processors are in beta, and notices from any processor or bank arrive by forwarded email or CSV.
Where Verdikx does not fit
- It does not guarantee outcomes. Issuers and card networks decide disputes.
- Card-network pre-dispute alerts (Visa RDR and Mastercard Ethoca) are coming soon, not available today.
- The BigCommerce connection (beta) syncs orders, shipments and refunds read-only; nothing is written back to BigCommerce yet, so holds and verdict notes stay in Verdikx.
Frequently asked questions
Which chargebacks are most common for DTC brands?
For brands shipping physical goods, the usual mix is card-absent fraud (Visa 10.4, Mastercard 4837), item not received (Visa 13.1), not as described (Visa 13.3, Mastercard 4853) and credit not processed (Visa 13.6). Your own reason codes show which one to fix first.
Does Verdikx work for stores that are not on Shopify?
Yes. WooCommerce stores (beta) sync orders, refunds and WooPayments disputes from a workspace created on verdikx.com. BigCommerce, Wix, Squarespace, Magento 2, commercetools, VTEX and Miva stores connect directly (beta, read-only order sync), and merchants on any platform can bring chargebacks in from any processor or bank by forwarded email or CSV. ${MARKETPLACES_LINE}
Will Verdikx cancel orders on its own?
No. High-risk Shopify orders get a fulfillment hold by default, which you release by approving the order, or cancel yourself after a confirmation. Verdikx never cancels an order on its own. With order screening (Growth and up), it holds risky Shopify orders and orders from customers you block, and you decide whether to cancel; a cancel is always yours, after a confirmation. Automatic refunds of pre-dispute alerts within your cap are a separate opt-in (Growth and up). Autopilot never accepts a dispute; you accept one only after a confirmation.
How much does it cost?
Plans are flat monthly subscriptions (Starter $29, Growth $79, Pro $199) with a 7-day free trial. Verdikx takes no percentage of recovered chargebacks or order value. Order screening starts on Growth.
See it on your own orders.
Install on Shopify, or create a workspace for WooCommerce, another platform or your processors, and get your first verdicts in minutes. 7-day free trial, no percentage of what you win.
Sources
- Visa Core Rules and Visa Product and Service Rules (18 April 2026), Chapter 11 Dispute Resolution (checked October 5, 2026)
- Mastercard Chargeback Guide, Merchant Edition (13 May 2025) (checked October 5, 2026)
- Visa: Evolution of Compelling Evidence, client FAQs (October 2022) (checked October 5, 2026)
- Shopify Help Center: The chargeback process and fees (checked October 5, 2026)
- Shopify Help Center: Fraud analysis (checked October 5, 2026)
Last reviewed by Verdikx Research.