PayPal Chargeback Reason Codes Explained (Including 'UA')
PayPal uses word-based reason codes — unauthorized, non_receipt (item not received), not_as_described, duplicate, and a few others — not the numeric codes Visa and Mastercard use. The 'UA' code people search for is actually Discover's unauthorized-fraud reason (UA01/UA11), which appears when a buyer paid via PayPal with a Discover card and disputed through their bank; PayPal's own equivalent is simply 'unauthorized.' Match your evidence to the specific reason to win.
PayPal reason codes confuse a lot of merchants, because PayPal doesn’t use the numbered system Visa and Mastercard do. Instead of a code like “10.4,” you get a plain-language reason like “unauthorized” or “item not received.” And if you’ve ever seen a “UA” code on a PayPal transaction and gone looking for it in PayPal’s list, you won’t find it — because it isn’t PayPal’s. This guide decodes all of it.
PayPal’s system is different: disputes, claims, and chargebacks
First, three things that all get lumped together as “PayPal chargebacks” are actually distinct — and this is covered in full in PayPal disputes vs chargebacks:
- Dispute — the buyer opens a case in PayPal’s Resolution Center. You can resolve it directly with the buyer.
- Claim — an unresolved dispute escalated for PayPal to decide.
- Chargeback — the buyer skips PayPal and disputes with their card issuer. Now the card network’s rules, reason codes, and timelines apply, and PayPal manages the case on the issuer’s behalf.
Which path a dispute takes determines which reason-code system you’re dealing with.
PayPal’s own reason codes (word-based)
When a buyer disputes through PayPal, the reason is spelled out in words, not numbers. The ones you’ll actually see:
| PayPal reason | What the buyer is claiming |
|---|---|
| unauthorized | They didn’t authorize the transaction — fraud or account misuse |
| non_receipt / merchandise not received | They paid but the item or service never arrived |
| not_as_described | The item differed significantly from the listing |
| duplicate | They were charged more than once for the same purchase |
| incorrect_amount | The amount charged was wrong |
| credit_not_processed | A promised refund was never issued |
| canceled recurring billing | A subscription they cancelled was billed anyway |
These labels appear in your Resolution Center and, for developers, in IPN and Disputes API notifications (as a reason_code on the case).
So what is the “UA” code?
If you received a dispute showing UA, UA01, or UA11, that’s Discover’s reason code, not PayPal’s. Discover’s UA family sits in its fraud category:
- UA01 — fraud / cardholder says the transaction was unauthorized.
- UA11 — an improperly authorized transaction the cardholder doesn’t believe they should pay for.
It shows up on a PayPal transaction in one specific situation: the buyer funded the PayPal payment with a Discover card and then disputed the charge with Discover (a chargeback), rather than opening a dispute inside PayPal. Because the dispute went through the card network, you see Discover’s code — PayPal’s own equivalent would simply read “unauthorized.”
The practical takeaway: a UA code means you’re fighting a card-issuer chargeback for alleged fraud, and you win it the same way you’d win any unauthorized-fraud dispute — by proving the real cardholder made and received the purchase.
How to respond, by reason
Match the evidence to the claim — the same discipline that wins any dispute (how to win a chargeback dispute):
| Reason | Evidence that wins |
|---|---|
| Unauthorized / UA | Proof of delivery to the buyer’s confirmed address (tracking, signature), account & order records, device/IP data, prior undisputed orders |
| Item not received | Carrier tracking showing delivered status, fulfillment records |
| Not as described | Product listing, photos, policies the buyer accepted, support history |
| Duplicate / incorrect amount | Transaction records showing the single, correct charge |
| Credit not processed | Refund records and your refund policy |
| Canceled recurring | Signup record, the recurring terms accepted, cancellation records, billing history |
For “unauthorized” and “UA” fraud disputes, the strongest asset is proof of delivery to the buyer’s address plus any history of prior legitimate orders from the same account — it directly contradicts the “I didn’t make this purchase” claim.
Don’t miss the window
Whichever path the dispute takes, there’s a firm response deadline — and PayPal disputes can move faster than card chargebacks. Miss it and the case resolves in the buyer’s favor automatically, regardless of your evidence (see chargeback time limits). For the full playbook, see how to win a PayPal dispute.
Bottom line
PayPal uses plain-language reasons — unauthorized, not received, not as described — not numeric codes. A “UA” code isn’t PayPal’s at all; it’s Discover’s unauthorized-fraud reason, surfacing because the buyer paid with a Discover card and disputed through their bank. Identify which reason and which path you’re dealing with, match your evidence to it, and respond before the deadline.
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