Understanding Mastercard Chargeback Reason Code 4855: Goods or Services Not Provided

Reason Code 4855 is used for disputes where a cardholder complains that they paid for goods or services, but did not receive them. It applies to both card-present and card-not-present transactions, as well as in-store and online purchases. This code has now been merged into Reason Code 4853, but the old code may still sometimes appear.

Key Takeaways

• What it means: The buyer claims the order was not supplied by the agreed date or at all.
• Causes: Delivery delays. Lost shipments. Poor communication. Friendly or actual fraud.
• How to respond: Show you fulfilled the order. Or, prove you have refunded or agreed re-delivery.
• How to prevent: Ship on time, share tracking, obtain signed delivery confirmation and keep buyers informed.

What is a Mastercard Reason Code 4855 Chargeback?

Note: Reason Code 4855 has now been discontinued and is included under Reason Code 4853. However, the advice below is still relevant to Reason Code 4853 chargebacks relating to missing goods or services.

Reason code 4855 sits in the “Cardholder Disputes” group and signals “Goods or Services Not Provided”. In simple terms, the cardholder says, “I paid, but nothing arrived.” The claim can involve physical items, digital content, travel bookings or future-dated services such as event hire. While Mastercard now directs issuers to use 4853 for this scenario, acquirers may still forward disputes under the older code, so merchants must treat it as valid. For a card-present sale, the customer might have paid in-store for an item to be collected later. For e-commerce, the purchase is often card-not-present. Shipping or download access is expected after payment. If the agreed delivery window passes, the cardholder may ask their bank for a reversal. Understanding the claim is the first step toward fighting or fixing it.

Primary Causes for a Code 4855 Chargeback

Several factors sit behind a 4855 filing. The first is a merchant error, such as dispatching late or forgetting to tell the buyer that items are ready for collection. A second cause is carrier failure: parcels get lost, signatures are forged, or tracking stops mid-route. If the consumer cannot confirm arrival, they may ask the issuer for help. Service providers can slip up, too: double-booking, last-minute cancellation, or staff no-shows all qualify as non-provision. Administrative mistakes, like keying the wrong delivery address or date, also create exposure. 

“Friendly” fraud occurs when a customer receives the order but still claims non-receipt, hoping to keep both the goods and their money. This behaviour, sometimes called cyber-shoplifting, spikes during busy seasons when merchants handle high volumes. Genuine fraud, where a criminal uses stolen card data and the real cardholder denies any knowledge of the purchase, is rarer with 4855 but still possible. Pinpointing the true cause matters; the response strategy changes depending on whether the dispute stems from logistics, communication, or deception.

Time Limit for Disputing a Mastercard Reason Code 4855 Chargeback

Mastercard sets clear windows for each party. The issuer must raise the chargeback no earlier than the agreed fulfilment date and no later than 120 calendar days after that date. Once the chargeback is posted, the acquirer passes it to you. From that moment, you have 45 days to answer. Miss the deadline, and you forfeit your right to fight. Use the time well: assemble dispatch logs, signed delivery slips, email threads, refund records, or any other proof. Where the dispute concerns European travel services, extra documents – bonding or insurance confirmation – must reach the acquirer within the same 45-day span. Remember that freight carriers sometimes take days to supply archive scans, so request them on day one. If you need to credit the buyer, process the refund immediately and send evidence before the clock runs out. 

What 4855 Means for Consumers & Issuers

For consumers, 4855 is a safety net. It provides a means for them to recover funds when merchants fail to deliver or communicate. The issuer’s first duty is to listen to the cardholder’s story, check that the expected supply date has passed, and confirm that the cardholder tried to resolve the issue directly. Issuers may also ask for documentation such as emails, cancellation notices, or proof of attempted collection. If the claim looks valid, the issuer credits the cardholder’s account and debits the merchant’s bank. Importantly, issuers are also gatekeepers against misuse. They must decline claims that arrive too early, lack merit, or conflict with shipping data. Strong issuer screening reduces needless disputes, shortens resolution time, and keeps costs down for everyone. For genuine cardholders, 4855 offers peace of mind; for issuers, it is a control tool that balances consumer protection with fair treatment of merchants.

What 4855 Means for Merchants

Receiving a 4855 notice signals potential revenue loss and higher operational costs. The immediate effect is a debit from your account equal to the transaction amount plus fees. Too many chargebacks raise your ratio and threaten your payment facility. Non-delivery claims can also damage brand reputation, as unhappy customers may post negative reviews. 

On the positive side, 4855 disputes are usually winnable if you keep solid fulfilment records. Clear tracking, signed receipts, and open communication help you overturn false claims and protect revenue. Even when you must concede, the dispute highlights gaps in your logistics or customer service that you can fix. View each case as both a risk and a diagnostic tool. By analysing root causes (warehouse delays, carrier choice, unclear service terms), you can adapt processes, lower future exposure, and maintain acceptable chargeback levels.

How to Respond to a Code 4855 Chargeback

A structured reply increases the likelihood of reversal. Check the order, shipment logs, emails and phone notes. Confirm whether the goods or services were provided. Gather evidence, including:

• A signed delivery confirmation.
• Carrier tracking showing delivery at the correct address.
• Access logs for digital goods.
• Proof of a later delivery date agreed with the cardholder, such as email acceptance.
• Refund receipt if you have already credited the customer.

Draft a clear and concise cover letter which includes the reason code, dispute amount, why the claim is invalid, and a list of the attached documents. Keep language factual and submit within the 45-day limit. Use the channel set by your acquirer: portal, secure email or API. Retain a copy for your files. The issuer will review the package. If accepted, the funds are returned. If declined, you can assess arbitration costs versus the transaction value before taking the next step.

Proactive Prevention: The Ultimate Defence

Build solid preventive habits into your workflows to avoid these types of disputes arising in the first place. Always dispatch on time, provide instant tracking, and keep customers updated about delays. Require a signature or photo on delivery and store that data securely. For services, put the service date in writing on invoices and confirmation emails. Automate confirmation emails at each milestone: order placed, shipped, delivered, completed. To gain early warnings of incoming disputes, try out Chargeback.io.