What Visa reason code 10.2 means
10.2 is the second half of the EMV liability shift. Code 10.1 covers cloned cards, while 10.2 covers the real card in the wrong hands. When the issuer gave the cardholder a chip card with PIN preferring settings and your terminal accepted it without PIN, Visa treats the PIN capable side as the one that did more to stop fraud. The issuer can use 10.2 only when the cardholder denies the transaction, the card was a PIN preferring chip card, and the transaction did not happen at a terminal able to verify the PIN.
Typical triggers for a 10.2 chargeback
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A chip terminal that does not support PIN entry, common in older US setups that rely on signature.
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A PIN pad that is disabled, broken or bypassed by staff to speed up the line.
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A stolen wallet used across several stores in a short time.
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A card intercepted in the mail and used before the cardholder activated it.
Time limits for Visa 10.2
The cardholder typically has 120 days from the transaction date to dispute. The merchant response window is set by your acquirer or processor, often between 7 and 21 days. Collect terminal logs as soon as you see the notice.
Evidence that can reverse a 10.2 dispute
Like 10.1, this code is decided by network rules. You win by proving its conditions are missing.
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Terminal data showing the transaction was chip read and the PIN was verified.
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Proof that the terminal was EMV certified and PIN capable on the transaction date.
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Authorization data showing the card was not a PIN preferring chip card.
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Proof that the sale was card not present, which makes 10.2 the wrong code.
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Proof of a refund or credit for the same transaction issued before the dispute.
What to avoid when you respond
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Do not rely on signatures, CCTV stills or staff statements alone. They do not override the PIN liability rule.
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Do not send a receipt without the cardholder verification method. That field is what the issuer checks.
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Do not let the dispute expire while you request logs from your terminal provider. Ask for them early.
How to prevent Visa 10.2 chargebacks
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Use terminals that support chip and PIN and keep PIN entry enabled.
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Do not let staff skip PIN prompts or switch to signature on PIN preferring cards.
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Set lower limits or extra ID checks for high value in store purchases.
How 10.2 appears in Stripe
10.2 only appears on in person payments, so for Stripe merchants it comes from Stripe Terminal. Stripe shows it with the reason fraudulent and the network reason code field carries 10.2. NoChargeback reads the card present details on the charge, including the verification method where the processor provides it, and builds the evidence pack. See Stripe chargeback protection.
Rebuttal letter opening for Visa 10.2
We are responding to the dispute filed under Visa reason code 10.2. The conditions for this reason code are not met: the transaction took place at an EMV certified, PIN capable terminal, the chip was read and the cardholder PIN was verified, as shown in the attached authorization and terminal records.
Can a merchant win a Visa 10.2 chargeback?
Yes, when the code does not fit the transaction. If the PIN was verified, the terminal was PIN capable, the card was not PIN preferring or the sale was online, the dispute can be challenged. Otherwise the liability usually stays with the merchant.
What is the difference between Visa 10.1 and 10.2?
10.1 covers counterfeit cards used where the chip was not read. 10.2 covers a genuine lost, stolen or never received chip and PIN card used where the PIN could not be verified.
How do I stop 10.2 disputes?
Accept chip cards on PIN capable terminals, keep PIN entry on, and never bypass the PIN prompt for a card that asks for it.