Mastercard Chargeback Response Template by Reason Code [Free 2026]

Template 1: MC 4853 — Not As Described / Subscription

Umbrella code for goods not as described, services not rendered, and subscription disputes.

Merchant Response — Mastercard Dispute 4853
(Cardholder Dispute — Goods/Services Not As Described)

Dispute Reference: [YOUR-CB-REF]
Transaction Date: [DATE] | Amount: $[AMOUNT]
Cardholder Claim: [Not as described / Service not rendered / Cancelled subscription]

We dispute this chargeback. The goods/services were delivered as described
and match the terms presented at the time of sale.

Evidence:

1. Product/Service Description at Time of Sale:
   [Attach screenshot or archived URL of listing]
   Key terms: [LIST 2–3 SPECIFIC FEATURES/TERMS that the cardholder agreed to]

2. Delivery/Fulfillment Confirmation:
   [CHOOSE APPLICABLE:]
   - Physical goods: Shipped [DATE] via [CARRIER], tracking [NUMBER].
     Delivered [DATE] at [ADDRESS]. [Signature/Photo confirmation attached]
   - Digital product/SaaS: Customer logged in on [DATE]. Usage duration: [X].
     Access logs attached.
   - Service: Service rendered on [DATE]. Confirmation/deliverable attached.

3. [If subscription / recurring:]
   Initial authorization signed [DATE]. Cardholder accepted Terms of Service
   on [DATE] — includes cancellation policy: [POLICY SUMMARY].
   Renewal notice sent to [EMAIL] on [DATE].
   No cancellation request received before [DATE].

4. Customer Service Record:
   [If no contact: No contact received from cardholder before chargeback.]
   [If contacted: Customer contacted us on [DATE] stating [COMPLAINT].
    We offered [RESOLUTION] on [DATE]. See attached thread.]

The goods/services delivered match what was described at the time of sale.
We request reversal of this chargeback.

[Company Name] | MID: [MERCHANT-ID] | [Date]

Template 2: MC 4855 — Goods Not Received

Physical goods disputes — requires carrier tracking and delivery confirmation.

Merchant Response — Mastercard Dispute 4855
(Goods or Services Not Received)

Dispute Reference: [YOUR-CB-REF]
Transaction Date: [DATE] | Amount: $[AMOUNT]
Cardholder Claim: Goods not received

We dispute this chargeback. The merchandise was delivered to the cardholder's
shipping address with carrier confirmation.

Evidence:

1. Order placed [DATE] at [TIME]. Order confirmation sent to [EMAIL].
   Order ID: [ORDER-ID]

2. Shipped [DATE] via [CARRIER].
   Tracking number: [TRACKING-NUMBER]
   [Attach carrier tracking record as PDF]

3. Delivered [DATE] at [TIME].
   Delivery address: [FULL SHIPPING ADDRESS]
   [CHOOSE: Recipient signature: "[NAME]" obtained / Photo delivery confirmation
   (see attached) / Delivery confirmed to secure location per carrier protocol]

4. No claim of non-receipt received from cardholder before this dispute.
   [If applicable: Customer contacted on [DATE] — we advised [RESOLUTION].]

The merchandise was delivered as ordered. Carrier confirmation contradicts
the cardholder's claim of non-receipt. We request reversal.

[Company Name] | MID: [MERCHANT-ID] | [Date]

Template 3: MC 4863 — Cardholder Does Not Recognize

Soft fraud code — often caused by confusing billing descriptors. Winnable more often than hard fraud codes.

Merchant Response — Mastercard Dispute 4863
(Cardholder Does Not Recognize Transaction)

Dispute Reference: [YOUR-CB-REF]
Transaction Date: [DATE] | Amount: $[AMOUNT]
Cardholder Claim: Does not recognize the charge

We dispute this chargeback. This was a legitimate, authorized purchase
by the cardholder.

Evidence:

1. Transaction Authorization:
   - Transaction authorized on [DATE] at [TIME]
   - Billing descriptor on statement: "[YOUR DESCRIPTOR]"
   - Order placed from IP address: [IP] matching [CITY, COUNTRY]

2. Customer Identity Match:
   - Order email: [EMAIL USED] — same as card billing email
   - Shipping address matches billing address on file
   [If available:] - Device fingerprint matches [X] prior orders

3. Order Confirmation:
   - Confirmation email sent to [EMAIL] at [TIME]. See attached.
   - Order details: [PRODUCT NAME], quantity [X], amount $[AMOUNT]

4. [If applicable:] Prior Purchase History:
   - Prior transaction on [DATE]: $[AMOUNT], same card
   - Prior transaction on [DATE]: $[AMOUNT], same card
   These prior transactions were not disputed.

Note: The billing descriptor "[YOUR DESCRIPTOR]" appears on the statement
for all purchases from [YOUR COMPANY NAME]. The cardholder may not have
recognized the descriptor — but the transaction was authorized and fulfilled.

We request reversal of this chargeback.

[Company Name] | MID: [MERCHANT-ID] | [Date]

Key Mastercard Reason Codes Reference

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