Skip to main content

Mastercard 4853 - Cardholder Dispute

Overview​

A catch-all dispute code covering multiple cardholder complaint scenarios including non-receipt, quality issues, and billing disputes.

Dispute Categories Under 4853​

Category 1: Goods or Services Not as Described​

The cardholder received goods/services that differ materially from what was described.

Common scenarios:

  • Product quality doesn't match description
  • Wrong item shipped
  • Services not performed as agreed
  • Digital goods don't function as advertised

Category 2: Goods or Services Not Received​

Cardholder did not receive the merchandise or services purchased.

Common scenarios:

  • Physical goods never delivered
  • Digital goods not accessible
  • Services not performed
  • Partial delivery (missing items)

Category 3: Credit Not Processed​

Merchant agreed to issue a refund but cardholder hasn't received it.

Common scenarios:

  • Return accepted, no credit issued
  • Cancellation processed, no refund
  • Merchant promised refund, didn't process

Category 4: Cancelled Recurring Transaction​

Cardholder cancelled recurring billing but continues to be charged.

Common scenarios:

  • Subscription cancellation ignored
  • Trial period ended, charges began
  • Cancellation confirmation received but still billed

Category 5: Digital Goods​

Issues specific to digital goods and services.

Common scenarios:

  • Download link expired or invalid
  • Software key doesn't work
  • Streaming service not accessible
  • In-app purchase not delivered

Time Frames​

RegionChargeback Window
Standard90 calendar days from transaction or expected delivery
Non-receipt90 days from expected delivery date
Digital goods90 days from transaction date
Recurring90 days from each disputed transaction

Cardholder Requirements​

Before filing, cardholder must:

  1. Attempt resolution with merchant - Contact merchant first
  2. Allow reasonable time - Wait for merchant response
  3. Document attempts - Keep records of communications
  4. Wait for expected delivery - For non-receipt claims

Merchant Response Options​

For Not As Described​

Representment available when:

  • Goods/services matched description
  • Cardholder was provided accurate information
  • Terms and conditions were accepted
  • Cardholder used the goods/services

Evidence required:

  • Product description/listing as shown to cardholder
  • Terms and conditions accepted
  • Proof of cardholder usage
  • Communications about the product

For Not Received​

Representment available when:

  • Delivery confirmed to correct address
  • Cardholder signed for delivery
  • Tracking shows delivered
  • Digital goods were accessed

Evidence required:

  • Proof of delivery with signature
  • Tracking confirmation
  • Access logs for digital goods
  • Delivery carrier confirmation

For Credit Not Processed​

Representment available when:

  • Credit was issued before chargeback
  • Credit will appear on future statement
  • No refund was due per terms

Evidence required:

  • Proof of credit with date
  • Credit transaction details
  • Terms showing refund not applicable

For Cancelled Recurring​

Representment available when:

  • Cancellation was not received
  • Transaction was final authorized charge
  • Terms allow charge after cancellation request

Evidence required:

  • Cancellation policy
  • Proof cancellation not received
  • Transaction occurred before cancellation
  • Terms accepted by cardholder

Second Presentment Requirements​

Message Text (DE 72)​

DefenseMessage Text
Goods as describedGOODS AS DESC
Services as describedSERV AS DESC
DeliveredDELIVERED MMDDYY
Credit issuedCREDIT ISSUED MMDDYY
No cancellation receivedNO CANCEL RCVD

Documentation Standards​

  • Must be legible
  • Must be relevant to specific dispute
  • Must be submitted within time frame
  • Translation required for non-English documents

Second Presentment Time Frames​

RegionWindow
Standard45 calendar days
Costa Rica domestic10 calendar days
Kazakhstan domestic30 calendar days
Nigeria domestic2 business days
Tanzania domestic20 calendar days

Pre-Arbitration​

When Issuer Can File​

  • Second presentment evidence insufficient
  • Cardholder provides additional information
  • Documentation doesn't address dispute

Time Frames​

RegionWindow
Standard30 calendar days
Costa Rica domestic10 calendar days
Tanzania domestic10 calendar days

Prevention Strategies​

For Non-Receipt Claims​

  1. Use tracking on all shipments - Carrier confirmation
  2. Require signature for high-value - Proof of receipt
  3. Send shipping notifications - Email with tracking
  4. Insure valuable shipments - Carrier liability
  5. Photograph packaging - Evidence of condition

For Quality Disputes​

  1. Accurate descriptions - No exaggeration
  2. Quality photos/videos - Show actual product
  3. Clear specifications - Size, color, materials
  4. Manage expectations - Realistic delivery times
  5. Quality control - Inspect before shipping

For Credit Not Processed​

  1. Process refunds promptly - Within 3-5 days
  2. Send confirmation - Email with details
  3. Provide timeline - When credit will appear
  4. Keep records - Refund transaction IDs

For Recurring Cancellations​

  1. Easy cancellation process - Same channel as signup
  2. Confirmation emails - Document cancellation
  3. Honor requests immediately - Don't charge after
  4. Send reminders - Before renewal charges
  5. Clear terms - Cancellation policy visible

Win Rate Expectations​

Dispute TypeWith EvidenceWithout Evidence
Not received60-80%Under 20%
Not as described30-50%Under 10%
Credit not processed70-90%Under 20%
Cancelled recurring40-60%Under 15%

Common Mistakes​

  1. No delivery confirmation - Can't prove delivery without tracking
  2. Vague descriptions - Product listing doesn't match
  3. Slow refunds - Cardholder files CB before credit posts
  4. Poor cancellation process - Hard to cancel = chargebacks
  5. No communication records - Can't prove customer interaction
  • 4855 - Goods or Services Not Provided
  • 4854 - US Region Disputes

Next Steps​

Got this chargeback?

  1. Identify the dispute category → Not received? Not as described? Cancelled recurring?
  2. Pull relevant evidence → Delivery proof, product descriptions, cancellation records
  3. Follow the Representment Workflow
  4. Respond within 45 days (Mastercard)

Prevent future 4853 chargebacks:

  1. Use tracking on all shipments with delivery confirmation
  2. Ensure product descriptions match what you ship
  3. Process refunds promptly (within 3-5 days)
  4. Make cancellation easy → Subscription compliance

See Also​