Reference pagesReason codes

Consumer dispute

Mastercard 4853: Cardholder Dispute

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 cancelled, digital goods ≤USD 25, addendum, no-show, timeshare, refund posted as purchase

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 Do The Proof handles it

Arrives in Do The Proof 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
Issuer pre-arbitration
45 days from the second presentment
Acquirer reply
30 daysThe inventory records this as an unresolved conflict and says to confirm with your acquirer. The other reading is 10 days.
Arbitration
30 to 75 days after the second presentment

There is no second chargeback. After a second presentment the issuer can only go to pre-arbitration and then to arbitration, where fees run from 15 to 500 US dollars.

Where this comes from

Do The Proof drafts dispute responses for Shopify stores. Connect store