Mastercard 4853: Cardholder Dispute Chargeback

A Mastercard dispute reason code, what it asks you to prove, and what Do The Proof puts in the response.

What this code means

Not as described/defective, not provided, refund not processed, counterfeit, recurring canceled, digital goods ≤USD 25, addendum, no-show, timeshare, refund posted as purchase

Cardholder Dispute Chargeback (Message Reason Code 4853/53/4850/4854), Mastercard, Chargeback Guide Merchant Edition, 13 May 2025, p. 127
Condition	Claim	Acquirer Second Presentment
Goods or Services Were Either Not as Described or Defective p. 133	the goods or services received by the cardholder were not as described, damaged, or defective p. 133	Goods or services were repaired, replaced, delivered, and/or provided p. 136 Refund previously issued p. 137 Invalid chargeback p. 140
Goods or Services Not Provided p. 149	the goods or services were not provided p. 149	Goods or services were provided p. 153 Refund previously issued p. 154 Invalid chargeback p. 157
Travel/Entertainment Services Not Provided/Not as Described and Merchant Voucher Issued p. 167	the travel or entertainment services were either not provided or not as described, and the merchant provided a voucher for future use at that same merchant p. 167	Voucher properly disclosed and travel/entertainment services available p. 169 Refund previously issued p. 170 Invalid chargeback p. 173
Failed Travel Merchant-Intra-EEA and Domestic European Transactions Only p. 182	the travel services have not, or will not, be provided, and the travel merchant has failed p. 182	Travel service provided, refunded or covered by a bonding authority p. 186 Refund previously issued p. 187 Invalid chargeback p. 189
Travel/Entertainment Services Cancelled/Returned and a Refund was Not Processed p. 196	The merchant agreed to provide a refund and failed to process that refund. The merchant failed to disclose its refund policy at the time of the transaction and is unwilling to accept the cardholder’s return or cancellation of goods or services. The merchant has not responded to the cardholder’s return or cancellation of goods or services. The merchant posted a refund for a reduced amount without proper disclosure. p. 196	Return policy disclosed p. 199 Refund previously issued p. 200 Invalid chargeback p. 203
Digital Goods Purchase of USD/EUR 25 or Less p. 213	digital goods were purchased due to insufficient cardholder purchase control settings p. 213	Purchase controls offered p. 215 Refund previously issued p. 216 Invalid chargeback p. 219
Refund Not Processed p. 228	a refund was promised/expected and a refund was not processed p. 228	A refund was not due to the cardholder p. 232 Refund previously issued p. 233 Invalid chargeback p. 236
Counterfeit Goods p. 245	purchased goods were counterfeited p. 245	Goods were not counterfeit p. 247 Refund previously issued p. 248 Invalid chargeback p. 251
Cardholder Dispute of a Recurring Transaction p. 260	a recurring transaction was either cancelled or the cardholder was not aware they were agreeing to a recurring transaction p. 260	Not recurring, improper cancellation, or proper disclosure p. 262 Refund previously issued p. 264 Invalid chargeback p. 267
Issuer Dispute of a Recurring Transaction p. 276	a recurring transaction was either cancelled or previously disputed p. 276	Not recurring, improper cancellation, proper disclosure, not Payment Cancellation Service p. 279 Refund previously issued p. 280 Invalid chargeback p. 283
Addendum Dispute p. 292	an addendum transaction occurred without the cardholder’s consent p. 292	Valid addendum transaction p. 295 Refund previously issued p. 296 Invalid chargeback p. 299
"No-Show” Hotel Charge p. 308	a ‘’no-show’ fee was incorrectly processed p. 308	Valid “No Show” transaction p. 310 Refund previously issued p. 311 Invalid chargeback p. 314
Transaction Did Not Complete p. 324	a transaction did not complete when the cardholder's computer, cardholder’s mobile device, merchant’s website, or merchant’s point-of-sale device appeared to have stopped responding during the transaction p. 324	Transaction completed p. 326 Refund previously issued p. 326 Invalid chargeback p. 329
Timeshares p. 338	a timeshare was cancelled within the required cancellation period p. 338	Timeshare cancellation beyond timeframe p. 340 Refund previously issued p. 341 Invalid chargeback p. 343
Refund Posted as a Purchase p. 353	a refund was expected but instead a purchase transaction was received p. 353	Refund not due and valid purchase transaction p. 354 Refund previously issued p. 355 Invalid chargeback p. 357

What the network says wins it

repaired, replaced, delivered, and/or provided

credit issued; policy disclosed

Proof of delivery, or proof the service was used
Proof a credit was issued, or that none was due
The description or contract the purchase was made under

How the app handles it

Arrives in the app as: Product not as described

Proof this usually needs

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.

Do The Proof drafts dispute responses for Shopify stores.

You pay when a dispute is won. Not before.