Visa 10.4: Other Fraud, Card-Absent Environment: How to Respond and Win

Network: Visa · Reason code 10.4 · Covers Stripe, Shopify Payments, PayPal, Braintree and Adyen

What reason code 10.4 means

Other Fraud, Card-Absent Environment is a Visa reason code. Other Fraud—Card-Absent Environment is a Visa reason code. Visa allows one evidence round. Whatever you submit first is the record the issuer decides on.

The evidence that wins this code

AVS/CVV match
IP geolocation data
Device fingerprint
Customer communications
Shipping confirmation to billing address

Defense strategy

Prove the transaction was authorized by the cardholder. Emphasize AVS/CVV match, device fingerprinting, IP geolocation matching billing address, and any customer communications confirming the order.

How to respond, by gateway

Stripe

Stripe specifics for this dispute

Deadline: 7-21 days depending on card network (check the Stripe dashboard deadline for your dispute)
Where to submit: Stripe Dashboard → Payments → the disputed charge → Submit evidence. Stripe also supports automated dispute evidence with webhooks.
Fee impact: Stripe charges a $15 fee when the dispute is received, kept win or lose. If you submit evidence (counter the dispute), a second $15 applies and that one is refunded when you win.
Stripe quirk: Stripe requires evidence fields submitted via their structured form or API fields (uncategorized_text for anything else).

PayPal

PayPal specifics for this dispute

Deadline: 10 days to respond to an 'Item Not Received' or 'Significantly Not As Described' claim
Where to submit: PayPal Resolution Center → the case → Add Response. PayPal Seller Protection can shift liability entirely if shipping proof meets their terms.
Fee impact: PayPal keeps the original transaction fee even on a refund; no separate chargeback fee for most seller cases.
PayPal quirk: PayPal disputes are claims under their own flow, not card-network chargebacks, until the buyer escalates. Seller Protection criteria: proof of delivery to the address on the transaction, online tracking, signature for high-value orders.

Braintree

Braintree specifics for this dispute

Deadline: network deadline shown per dispute (typically 7-14 days); Braintree emails a new-dispute notification
Where to submit: Braintree Control Panel → Transactions → Disputed → Submit Evidence. Evidence text fields map to network evidence types.
Fee impact: $15 per dispute (US), waived if the dispute is won.
Braintree quirk: Braintree (a PayPal service) passes network chargebacks through under raw network rules. The evidence categories follow the card network, not Braintree's own taxonomy.

Adyen

Adyen specifics for this dispute

Deadline: defense period shown in the Customer Area per dispute (usually 14-21 days)
Where to submit: Adyen Customer Area → Transactions → Disputes → Defend. Adyen supports API-driven defense document upload (disputes/defend endpoints).
Fee impact: Adyen passes the network chargeback fee through; amounts vary by scheme and region.
Adyen quirk: Adyen's Defense Reasons map each network code to structured defense types. Choose the one matching your evidence, or Adyen defaults to a generic defense that loses specificity.

Response deadlines and fees at a glance

Gateway	Where to submit	Dispute fee
Stripe	Dashboard → Payments → dispute → Submit evidence	$15 received (kept either way), $15 countered (refunded on win)
Shopify Payments	Admin → Orders → disputed order → Respond	$15, refunded on win
PayPal	Resolution Center → respond to the claim	$0 on PayPal claims; about $20 passed through on card chargebacks
Braintree	Control panel or Disputes API	$15, waived when you win
Adyen	Customer Area → Disputes → Defend	No Adyen fee unless the network passes one

The gateway dashboard shows your exact deadline. At network level: Visa gives merchants up to 30 days to respond from the dispute date (the cardholder had up to 120 days to file, code-dependent). The dispute clock started when the issuer filed the case.

Frequently asked questions

Is 10.4 always fraud?

No. 10.4 covers card-absent transactions the cardholder says they did not authorize. Family members, forgotten subscriptions, and unfamiliar billing descriptors all surface as 10.4 before true fraud does.

Can you win a 10.4 dispute?

Yes, when proof of authorization exists: AVS/CVV match, 3DS pass, device fingerprint, prior undisputed orders from the same card, and delivery to the billing address.

What ChargeGuard does with reason code 10.4

ChargeGuard maps this code to the exact evidence list above, checks your evidence vault for completeness, and drafts a network-compliant response you review before submission. The flow is identical whether the dispute landed in Stripe, Shopify Payments, PayPal, Braintree or Adyen.

Try ChargeGuard free for 14 days. No credit card required.