Reference pagesReason codes
Fraud
Mastercard 4837: No Cardholder Authorization
A Mastercard dispute reason code, what it asks you to prove, and what Do The Proof puts in the response.
What this code means
"Cardholder did not authorize the transaction"
What the network says wins it
Compelling evidence for airline, recurring, installment-based repayment, e-commerce, and/or Mail Order (MO)/Telephone Order (TO) transactions
authenticated transaction
- Compelling evidence that the cardholder took part in the purchase
How the app handles it
Arrives in the app as: Fraudulent
Proof this usually needs
- Customer email
- Billing address
- Shipping address
- Tracking number
- Delivery confirmation
- Customer name
- Checkout IP
- Access activity
What the app cannot collect for you
Access activity. If you have login, download or usage records for this customer, add them to your dispute response. Records like these live on your own systems rather than in Shopify, so they have to come from you.
How long you have to respond
- Second presentment
- 45 days from the chargeback
- Acquirer reply
- 30 days
Where this comes from
- Mastercard, Chargeback Guide Merchant Edition, 13 May 2025
- Stripe, reason code categories Accessed 8 September 2026.
Other Mastercard fraud codes
Do The Proof drafts dispute responses for Shopify stores.
You pay when a dispute is won. Not before.