Reference pagesReason codes
Legacy
Mastercard 4855: Goods Not Provided
A Mastercard dispute reason code, what it asks you to prove, and what Do The Proof puts in the response.
This code is retired
Absent from the Mastercard Chargeback Guide of 13 May 2025 and consolidated into 4853, 4834 and 4808. The inventory records no retirement date, only the edition it is missing from, and it abbreviates the legacy names inside one grouped cell.
What this code means
Absent from the May 2025 guide; consolidated into 4853/4834/4808. Stripe still maps 4855→product_not_received
How the app handles it
Arrives in the app as: Product not received
Proof this usually needs
- Tracking number
- Delivery confirmation
- Fulfillment date
- Shipping address
- Customer email
- 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 legacy codes
Do The Proof drafts dispute responses for Shopify stores.
You pay when a dispute is won. Not before.