Why it happens
- The subscription kept billing after the customer cancelled.
- The customer could not find how to cancel.
- A trial turned into a paid plan without a reminder.
Mastercard4841Customer dispute
Cancelled Recurring or Digital Goods Transactions
The cardholder says they cancelled a subscription and was charged again, or was charged for digital goods they did not mean to buy. Mastercard now files this case under 4853, but the code still appears.
What to send to fight it
- Records showing no cancellation was received before the charge.
- Proof the customer used the service after the date they say they cancelled.
- The subscription terms the customer accepted, including how to cancel.
- Proof a refund was already processed.
How to prevent it
- Offer a one-click cancel button that always works, and confirm each cancellation by email.
- Send a reminder before renewals and before a trial ends.
- Stop billing as soon as a cancellation request arrives.
Summaries written by NoChurn from the networks’ public rules and processor documentation. Networks update their rules and deadlines depend on your processor: check its documentation before you respond.
Other Mastercard codes
- 4808Authorization-related Chargeback
- 4837No Cardholder Authorization
- 4840Fraudulent Processing of Transactions
- 4849Questionable Merchant Activity
- 4863Cardholder Does Not Recognize—Potential Fraud
- 4870Chip Liability Shift
- 4871Chip/PIN Liability Shift
- 4834Point-of-Interaction Error
- 4831Transaction Amount Differs
- 4842Late Presentment
- 4846Correct Transaction Currency Code Not Provided
- 4853Cardholder Dispute
- 4854Cardholder Dispute—Not Elsewhere Classified (U.S. Region Only)
- 4855Goods or Services Not Provided
- 4859Addendum, No-show, or ATM Dispute
- 4860Credit Not Processed
- 4999Domestic Chargeback Dispute (Europe Region Only)
Sources (1)
- Mastercard Chargeback Guide, Merchant Edition (19 May 2026) · checked 2026-11-09
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