Mastercard · Chargeback reason codes
Mastercard 4860 chargeback: Credit Not Processed (legacy code)
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Mastercard reason code 4860, Credit Not Processed, is a legacy code for a refund the cardholder says they are owed but never received. Mastercard's current guide handles it as a 4853 Cardholder Dispute (refund not processed), filed between 15 and 120 days from the credit document, cancellation or return date. Win by proving the refund was issued, or by showing why none was owed under the terms you disclosed, such as a click-to-accept box.
- Category
- Cardholder dispute (legacy code)
- Time limit for the bank to file
- Between 15 and 120 days from the credit document, cancellation or return 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
- Refund date and reference, or disclosed terms showing no refund was owed
- Can it be prevented?
- Yes: refund promptly and disclose your policy at checkout
- Who usually wins
- The merchant with refund proof or clear disclosed terms
What PlatformDTC does
For a "refund not received" dispute, PlatformDTC reads the refund history from Stripe: if the money was already returned it sends each refund's amount, date and acquirer reference number (ARN) and asks the bank not to pay twice; if not, it quotes the store's published refund policy. 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 4860; its summary of changes records a standard that eliminates legacy chargeback codes. Stripe still shows the code on some disputes. The claim is a 4853 sub-reason, refund not processed.
Why customers file it
A promised refund was not issued, it has not posted yet, or the customer expected more than your policy allows.
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).
- The refund date, amount and reference
- Why no refund was owed, with the terms disclosed at purchase (printed on the receipt or a click-to-accept box)
- Proof a returned item never arrived
How to prevent it
- Refund as soon as a return arrives or a cancellation is accepted
- Show your refund policy at checkout
For developers
On Stripe the dispute object arrives with reason "credit_not_processed" 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 4860 still a Mastercard code?
- Not in the current Chargeback Guide. Refund-not-processed claims are handled under 4853 Cardholder Dispute.
- What wins it?
- Proof the refund was issued, or the disclosed terms showing no refund was due.
Sources
Related
- 4853 — The umbrella cardholder dispute: not received, not as described, refund missing, cancelled subscription.
- 4855 — Legacy "goods or services not provided" 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.
- 4808 — A required authorization was missing, expired or declined, or the charge cleared too late.