Why it happens
- A promised refund was never issued.
- The refund was issued but had not reached the statement yet.
- The return did not meet the refund policy.
Mastercard4860Customer dispute
Credit Not Processed
The cardholder says they were promised a refund, or returned goods, and the refund never arrived. Mastercard now files this case under 4853, but the code still appears.
What to send to fight it
- Proof the refund was processed, with date and amount.
- The refund policy the cardholder accepted.
- Proof the return was not received or did not meet the policy.
How to prevent it
- Issue refunds promptly and send the refund reference.
- Tell customers how long a refund takes to appear.
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
- 4855Goods or Services Not Provided
- 4859Addendum, No-show, or ATM Dispute
- 4999Domestic Chargeback Dispute (Europe Region Only)
Sources (1)
- Mastercard Chargeback Guide, Merchant Edition (19 May 2026) · checked 2026-11-09
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