Fraud — Card-Absent Environment

Visa code 10.4 means the cardholder is denying that they made a card-not-present (online, phone, or mail-order) transaction. The issuer has filed a chargeback under fraud — the most aggressive category. You typically have 30 days from the chargeback notice to respond.

What you need to win

• ▸Proof the customer received the goods or service (signed POD, IP login history, AVS/CVV match)
• ▸Proof the customer used or downloaded the product after the alleged fraud
• ▸Customer's previous purchase history with you
• ▸Device fingerprint / IP geolocation matching billing address
• ▸3-D Secure authentication record (Visa Secure)

How to actually do it

1. 01. Pull the AVS + CVV match status from your Stripe dashboard — partial matches still help.
2. 02. Get a screenshot of the customer's account login history (post-purchase activity is gold).
3. 03. Show product usage telemetry — if they downloaded a digital file, opened the app, or signed in.
4. 04. Include the order email confirmation and any reply from the customer afterward.
5. 05. If you used 3-D Secure, attach the liability shift proof — that often wins instantly.