Mastercard Chargeback Reason Codes

Updated August 2026

Mastercard chargeback reason codes are four-digit codes — 4837, 4853, 4855 — that identify what a cardholder is disputing. Mastercard is an open-loop network: separate banks issue Mastercard cards, so it operates as the network rules body rather than both issuer and network. Its code set and dispute process are distinct from Visa, American Express, and Discover. The most useful thing to know for merchants: Mastercard gives you 45 days to respond — longer than any other major network — but the evidence requirements for each code are specific, and sending the wrong documents wastes your one chance to represent.

How the Mastercard dispute process works

When a cardholder disputes a charge, their issuing bank files a chargeback against your acquiring bank through the Mastercard network. Your acquirer or processor then passes the dispute to you with the reason code, amount, and a response deadline. You submit your evidence through your processor — Stripe, Square, Shopify Payments, or a direct acquirer — before that deadline.

Unlike American Express, Mastercard does not have a pre-chargeback inquiry stage for most disputes. When the chargeback arrives, funds are typically already debited from your account. Your representment re-presents the charge with evidence; if the issuer agrees, the funds are returned.

Check your processor for the exact deadline. Mastercard's 45-day window is measured from the chargeback date, but processors set their own internal cut-offs — often shorter. Submit well before the date your dashboard shows.

Common Mastercard chargeback reason codes

These are the codes most online merchants encounter. Always verify the exact code and current evidence requirements in your processor dashboard — Mastercard updates its dispute rules over time. For per-code evidence detail, see the reason code library.

Code	What the cardholder is claiming	Evidence that answers it
4837	Did not authorize or participate in the transaction	AVS and CVC2 match, device and IP records, proof of product access or use, delivery confirmation, prior order history
4863	Does not recognize the charge on their statement	Clear billing descriptor, order details tying the charge to the cardholder's own account
4840	Merchant processed transactions in a fraudulent manner (split charges, post-decline processing)	Distinct order IDs and auth codes, proof each charge was a separate legitimate purchase, no post-decline processing
4870	Counterfeit card used in a card-present transaction not processed via EMV chip	Proof terminal was EMV-certified and chip was read (not a magstripe fallback), authorization log showing EMV data
4871	Lost or stolen card used in a card-present transaction not completed with chip-and-PIN	Proof terminal was EMV chip-and-PIN certified, chip was read, and PIN verification was performed
4853	Goods not as described or defective, services not rendered, or cancelled recurring billing	Product description the cardholder accepted, proof of delivery, terms and refund policy, or no-cancellation-received records
4855	Did not receive the goods or services	Carrier tracking with delivery confirmation, or timestamped access/download logs for digital goods
4841	Cancelled a recurring or digital goods subscription but was charged again	Renewal terms and cancellation policy accepted at sign-up, no-cancellation-received records, usage activity during the billed period
4860	Expected a credit or refund that did not appear	Refund confirmation with processor reference ID and settlement date, or refund policy showing no credit was owed
4834	Transaction was a duplicate charge or the amount was incorrect	Distinct order IDs and auth codes proving each charge was separate, or itemized totals matching the authorized amounts
4808	Transaction lacked a valid authorization or used a declined or expired one	Valid authorization approval code, records showing authorization was current and unexpired at settlement

For per-code detail and a full list including codes such as 4837, 4853, 4870, and 4871, see the reason code library.

What are EMV chargeback reason codes?

EMV chargeback reason codes are codes filed when fraud occurs at a card-present terminal that did not properly process the card's chip. Mastercard uses two:

4870 — Chip Liability Shift (Counterfeit Fraud)

Filed when a counterfeit card is used in a card-present transaction that was not processed via the EMV chip — for example, a magstripe fallback on a chip-capable card. Because the chip is what prevents counterfeit cards from working, not reading it shifts fraud liability to the merchant. To rebut a 4870, show the terminal was EMV-certified and the chip was actually read.

4871 — Chip Liability Shift (Lost / Stolen / Never Received)

Filed when a lost or stolen card is used in a card-present transaction not completed with chip-and-PIN. PIN verification is required for this defense: a chip read alone is not enough. Show the terminal was EMV chip-and-PIN certified and that PIN entry was completed.

Online merchants rarely see 4870 or 4871. These are card-present codes. If you process only card-not-present transactions, fraud disputes will come through 4837 (No Cardholder Authorization) instead.

The 45-day deadline: Mastercard's longest window

Mastercard gives merchants 45 days to respond — longer than Visa's and Discover's 30-day windows and American Express's ~20-day window. The deadline runs from the chargeback date, not the date you saw the notification.

The longer window gives you more time to gather evidence, but do not let it create false comfort. Start building your response as soon as the dispute notice arrives.

Your processor may show a shorter cut-off. Stripe, Square, and Shopify Payments each add processing time. Respond at least a few business days before the date shown in your processor's dispute portal. For a network-by-network comparison, see the chargeback response deadlines guide.

How to respond to a Mastercard reason code

The reason code is your roadmap. Read it first, then build evidence that directly disproves the specific claim — not a general defense of your business.

Identify the exact code and sub-claim

4853 covers several different disputes — not as described, subscription cancellation, defective goods. Read the dispute notice for the specific sub-claim; your evidence must answer that one.

Match evidence to the code

A 4837 fraud dispute needs authentication data (AVS, CVC2, device/IP); a 4855 non-delivery dispute needs tracking or access logs. Sending a generic packet that does not address the reason code rarely wins.

Write a focused rebuttal letter

A short cover letter that cites the reason code, maps each exhibit to the specific claim, and asks for reversal reads better than a long argument. See the rebuttal letter guide for structure and format.

Submit before the processor deadline

Upload your complete evidence through your processor's dispute portal. You cannot add documents after submission, so include everything the code requires on the first response.

Frequently Asked Questions

How long do I have to respond to a Mastercard chargeback?↓

Mastercard gives merchants 45 days to respond, measured from the chargeback date — longer than Visa's and Discover's 30-day windows and American Express's ~20-day window. Your processor may show a shorter internal cut-off; respond well before the date in your dashboard.

What are the most common Mastercard chargeback reason codes?↓

For online merchants, the most common codes are 4837 (No Cardholder Authorization — the primary fraud code), 4853 (Cardholder Dispute — covers not as described, subscription cancellation, and defective goods), 4855 (Goods or Services Not Provided), 4863 (Cardholder Does Not Recognize), and 4841 (Cancelled Recurring or Digital Goods Transaction).

What are EMV chargeback reason codes?↓

EMV chargeback reason codes are filed when fraud occurs at a card-present terminal that did not process the card's chip. Mastercard uses 4870 for counterfeit-card chip liability shift disputes and 4871 for lost or stolen card chip liability shift disputes. Proving the chip was read at an EMV-certified terminal is the primary defense for both codes. These are card-present codes — online merchants see 4837 for fraud disputes instead.

What is Mastercard reason code 4853?↓

Mastercard 4853 (“Cardholder Dispute”) is a broad consumer-dispute code that covers goods or services not as described, defective merchandise, and cancelled recurring billing. Read the dispute notice for the specific sub-claim and submit evidence that answers it directly: delivery proof for non-receipt, listing screenshots for “not as described,” or refund records for credit disputes.

How are Mastercard reason codes different from Visa and Discover?↓

Mastercard uses four-digit codes (4837, 4853) while Visa uses decimal codes (10.4, 13.1) and Discover uses two-letter codes (UD, RG). The most practical difference is the response window: Mastercard gives 45 days, versus 30 days for Visa and Discover and roughly 20 days for American Express.

Build a Code-Specific Evidence Pack

ChargebackKit assembles your evidence into an organized pack — rebuttal letter, labeled exhibits, and submission checklist — matched to your specific Mastercard reason code.

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