Mastercard · Chargeback reason codes
Mastercard 4855 chargeback: Goods or Services Not Provided (legacy code)
Checked
Mastercard reason code 4855 is a legacy code for goods or services not provided; Stripe labels it "Transaction Did Not Complete" and maps it to product not received. Mastercard's current guide no longer lists 4855 and handles the claim as a 4853 Cardholder Dispute (not provided): 120 days from the transaction or latest expected delivery date, after a 30-day wait when no date was given. Win with delivery photos, signed proof of delivery or a pickup receipt.
- Category
- Cardholder dispute (legacy code)
- Time limit for the bank to file
- 120 days from the transaction or latest expected delivery date (under 4853)
- Time limit to respond
- Your processor's deadline (on Stripe usually 7–21 days); Mastercard gives the acquirer 45 days from the chargeback for a second presentment
- Typical evidence
- Delivery photos at the cardholder's address, proof-of-delivery or pickup receipt
- Can it be prevented?
- Mostly: tracking, clear delivery dates, billing only what has shipped
- Who usually wins
- The merchant with delivery proof
What PlatformDTC does
PlatformDTC pushes the carrier and tracking number onto the Stripe payment as soon as an order ships, and its dispute response leads with the tracking number, ship date and delivery address. It also holds a subscription's first renewal until a week after the first parcel is delivered, so customers are not billed again for a box still in transit. With "Answer a chargeback automatically" switched on, it sends the response to the bank for you before the deadline.
What it means
Mastercard's current Chargeback Guide no longer lists 4855; its summary of changes records a standard that eliminates legacy chargeback codes. Stripe still shows the code on some disputes. Its claim, goods or services not provided, is a 4853 sub-reason.
Why customers file it
Lost or late parcels, deliveries the customer did not see, or a second subscription charge before the first box arrived.
Evidence that wins
Any second presentment can also show that a refund was already issued, or that the chargeback was invalid (late, a duplicate, or missing the required documents).
- Photos of delivery to the cardholder's address
- A signed pickup receipt or proof-of-delivery receipt
- A one-time code sent to the cardholder and used at a parcel locker
- Tracking showing the full delivery address
How to prevent it
- Ship with tracking and share it with the customer and your processor
- Give a delivery date and update it if it slips
- Hold subscription renewals until the first order arrives
For developers
On Stripe the dispute object arrives with reason "product_not_received" and the card network's own code in payment_method_details.card.network_reason_code; listen for charge.dispute.created and read evidence_details.due_by for the deadline.
The acquirer answers with a second presentment within 45 days; the Central Site Business Date of the chargeback counts as day zero. For cardholder disputes the issuer may then file pre-arbitration within 30 days, and the acquirer has 30 days to accept or reject it.
Frequently asked questions
- Is 4855 still a Mastercard code?
- Not in the current Chargeback Guide. "Goods or services not provided" is handled under 4853 Cardholder Dispute.
- How long must the bank wait?
- Under 4853 not provided, 30 days from the transaction date when no delivery date was specified.
Sources
Related
- 4853 — The umbrella cardholder dispute: not received, not as described, refund missing, cancelled subscription.
- 4860 — Legacy "credit not processed" code; the claim now sits under 4853 Cardholder Dispute.
- 4841 — Legacy code for cancelled recurring billing or digital goods; now under 4853.
- 4831 — Legacy "transaction amount differs" code; now a 4834 Point-of-Interaction Error claim.
- 4863 — Legacy code: the cardholder does not recognize the transaction and suspects fraud.
- 4837 — The cardholder says they did not authorize the purchase. Mastercard's main fraud chargeback.