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Mastercard 4855 - Goods or Services Not Provided

Overview​

Cardholder claims they did not receive the merchandise or services they paid for. This is a primary consumer dispute code for non-delivery claims.

When This Code Applies​

  • Goods were not delivered
  • Services were not rendered
  • Partial delivery (missing items)
  • Event cancelled, no refund
  • Digital goods not accessible

Conditions for Valid Chargeback​

Cardholder Must​

  1. Have paid for goods/services
  2. Not received what was purchased
  3. Attempted to resolve with merchant
  4. File within timeframe

Merchant Responsibilities​

  • Deliver goods/services as agreed
  • Provide tracking for physical goods
  • Ensure digital access is functional
  • Communicate delays

Time Frames​

StageWindow
Chargeback90 calendar days from transaction
From expected delivery90 days from expected delivery date
Second Presentment45 calendar days

Representment Options​

1. Goods/Services Were Delivered​

Evidence required:

  • Delivery tracking number
  • Carrier confirmation of delivery
  • Signature (if applicable)
  • Photo proof of delivery
  • GPS/timestamp confirmation

2. Digital Goods Were Accessed​

Evidence required:

  • Download logs
  • Access/login records
  • Usage data
  • IP address at access time
  • Email delivery confirmation

3. Services Were Rendered​

Evidence required:

  • Service completion records
  • Cardholder signature on completion
  • Photos/documentation of work
  • Time logs with cardholder approval
  • Communication confirming completion

4. Cardholder Picked Up​

Evidence required:

  • In-store pickup records
  • ID verification at pickup
  • Signature on pickup receipt
  • Video footage (if available)

5. Refund Already Issued​

Evidence required:

  • Refund transaction record
  • ARN number
  • Settlement confirmation

Prevention Strategies​

Physical Goods​

  1. Trackable shipping - All shipments tracked
  2. Signature required - For high-value items
  3. Photo on delivery - Carrier photos
  4. Shipping insurance - For valuable items
  5. Status updates - Proactive communication

Digital Goods​

  1. Immediate delivery - Download links on payment
  2. Delivery confirmation - Email with access info
  3. Access logging - Track downloads/logins
  4. Multiple access methods - Email + account
  5. Technical support - Help with access issues

Services​

  1. Completion acknowledgment - Get sign-off
  2. Progress updates - Document work done
  3. Photos/documentation - Before and after
  4. Clear scope - Define what's included
  5. Partial completion records - Track milestones

Communication​

  1. Order confirmation - Immediate email
  2. Shipping notification - When dispatched
  3. Delivery confirmation - When delivered
  4. Delay notification - If issues arise
  5. Contact info - Easy to reach support

Win Rate Expectations​

Evidence TypeExpected Win Rate
Carrier delivery + signature75-90%
Carrier delivery (no signature)60-75%
Digital access logs55-70%
Service completion signed65-80%
No delivery proofUnder 20%

Common Mistakes​

  1. No tracking - Can't prove shipment
  2. No signature - Especially for high-value
  3. No digital access logs - Can't prove download
  4. No service sign-off - No completion proof
  5. Poor communication - Customer didn't know status

Special Cases​

Delayed Delivery​

  • Communicate proactively
  • Offer alternatives
  • Set new expectations
  • Consider partial refund

Partial Delivery​

  • Document what was delivered
  • Ship missing items ASAP
  • Partial credit if needed
  • Keep communication open

Cancelled Events/Services​

  • Prompt refund processing
  • Clear cancellation notice
  • Alternative offerings
  • Documentation of cancellation

International Shipping​

  • Longer timelines expected
  • Customs documentation
  • More robust tracking
  • Insurance recommended
  • 4853 - Cardholder Dispute
  • 4854 - US Cardholder Dispute
  • 4837 - No Cardholder Authorization

Next Steps​

Got this chargeback?

  1. Pull delivery proof → Tracking, signature, carrier confirmation
  2. Check for digital access → Download/login logs
  3. Gather evidence → Representment Workflow
  4. Respond within 45 days (Mastercard)

Prevent future 4855 chargebacks:

  1. Use tracking on all physical shipments
  2. Require signature for high-value orders
  3. Log all digital good access/downloads
  4. Set up dispute alerts to catch early

See Also​