There is probably nothing more frustrating in business than to learn that a customer has initiated a chargeback without calling you to discuss why or what you might be willing to do to remedy a problem. You might become even more frustrated as credit card companies use codes to determine the reason for the chargeback. It should be noted that Mastercard uses multiple codes to indicate the same conditions. Use this handy guide to determine why a customer has initiated a chargeback through Mastercard.
Code 21 – Represents a chargeback that can only be categorized as “Elsewhere Classified”.
Code 4517 – A dispute where the cardholder or issuer requests support documentation for an illegible/incomplete authorization.
Code 4540 – The cardholder’s bank received a complaint from the cardholder indicating an unauthorized card-not-present transaction.
Code 4752 – A chargeback where the cardholder’s bank received a transaction for which authorization had been declined.
Code 4801 – A chargeback that occurs when a merchant does not respond to a retrieval request within the specified time frame for response.
Code 4802 – A chargeback when an illegible copy of a sales draft is supplied.
Code 4803 – Refers to a chargeback where an illegible or incomplete representment is supplied from the merchant.
Code 4807 – Defined by MasterCard as the ‘Warning Bulletin File.’ This means that the cardholder’s bank is unable to verify whether or not an authorization code was obtained from the merchant at the time of the transaction.
Code 4808 – A chargeback that occurs when an authorization code for the transaction at the time of the original sale cannot be verified.
Code 4812 – Refers to the cardholder’s bank receiving a transaction from a merchant with an account number that does not match any account numbers on file for the cardholder.
Code 4831 – When the amount the cardholder agreed to pay differs from the amount charged by the merchant.
Code 4834 – A chargeback that occurs when there are multiple charges for the same transaction on a cardholder’s account.
Code 4835 – A chargeback that occurs when a transaction is processed by a merchant on an expired card.
Code 4837 – A chargeback that occurs when a cardholder does not recognize a charge on his account and did not provide authorization to the merchant.
Code 4840 – A dispute where the cardholder claims that the merchant charged multiple transactions. Keep in mind, the first transaction by the merchant was non-fraudulent.
Code 4841 – Represents a situation where cardholder states he shouldn’t have been charged because he already cancelled the transaction with the merchant.
Code 4842 – A chargeback that occurs when the bank cannot verify that a transaction was deposited within thirty days of the date a valid authorization code was obtained.
Code 4846 – When a customer disputes the converted amount of charge by a merchant on an international transaction.
Code 4847 – When the issuer was not able to verify that an authorization code was obtained for the transaction at the time of the original sale by the merchant from the cardholder.
Code 4849 – When Mastercard lists your merchant location in the Security Bulletin for violating Mastercard rules OR processing an excessive number of fraudulent transactions. There is no remedy or recourse for this chargeback.
Code 4850 – A chargeback that occurs when a customer states the transaction should have been a credit to the account but was processed as a sale.
Code 4853 – A chargeback that occurs when a customer claims the service or merchandise received does not match the description given by the merchant.
Code 4854 – A dispute where a customer claims to be unhappy with the goods or services provided and has been unable to resolve the situation with the merchant to gain satisfaction.
Code 4855 – When a customer claims he has paid for an item that was to be delivered but the item has not yet been received.
Code 4856 – Represents a situation where the cardholder’s bank received a claim from the cardholder stating that the goods were shipped to the cardholder from the merchant, but were damaged or defective.
Code 4857 – A chargeback where a customer indicates he has been charged multiple times by the merchant when only one valid transaction was authorized.
Code 4859 – A chargeback that occurs when a customer claims the services contracted with the merchant were not fulfilled.
Code 4860 – A situation where a customer claims he is due a credit from a merchant, yet it has not been processed.
Code 4862 – A customer claims they never engaged in, nor authorized a transaction that occurred with the merchant.
Code 4863 – A chargeback that occurs when a customer does not recognize the transaction and states that the charge was not authorized
Code 4866 – Used when a cardholder claims that he was in possession of his valid card on the date of transaction but did not authorize or participate in the transaction carried out by the merchant.
Code 4870 – A dispute where the cardholder claims he was in possession of a valid card on the date of transaction or he did not authorize or participate in the transaction.
Code 4871 – When the cardholder claims he was in possession of a valid card on the date of transaction, or he did not authorize or participate in the transaction.
Code 6321 – A chargeback initiated when the cardholder claims they were in possession of a valid card on the date of transaction, or she did not authorize or participate in the transaction processed by the merchant.
Code 6323 – Represents a situation where the cardholder is requesting Transaction Information Document (TID) from the merchant needed for his personal records, expense reporting, etc.
Code 6341 – A dispute that is initiated due to a fraud investigation by the bank or issuer.