Why it happens
- The order was lost or never shipped.
- The customer could not access the account or software they paid for.
- The merchant stopped the service early.
Mastercard4855Customer dispute
Goods or Services Not Provided
The cardholder says they paid but never received the goods or the service. Mastercard now files this case under 4853, but the code still appears.
What to send to fight it
- Proof of delivery with tracking and address.
- For digital products: login, download or usage logs after the purchase.
- Messages with the customer about the order.
How to prevent it
- Send delivery and access confirmations by email.
- Warn customers early about delays.
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)
- 4841Cancelled Recurring or Digital Goods Transactions
- 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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