Understanding Mastercard Chargeback Reason Code 4802: Requested/Required Information Illegible or Missing

Mastercard reason code 4802 appears when the issuer asks for proof of a sale, and the copy you provide is unreadable or missing key details. It is a “temporary” chargeback: supply a clear, complete document on time, and the dispute usually disappears. Failure to do so results in lost revenue.

Key Takeaways

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• What it means: The issuer could not read or find data on the receipt or other record.
• Causes: Faded ink, low-quality scans, wrong documents, or a section left out.
• How to respond: Send a full-size, clear copy before the response deadline.
• How to prevent: Keep clear digital records and reply quickly to issuer requests.

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What is a Mastercard Reason Code 4802 Chargeback?

A 4802 chargeback arises after the issuer tries to confirm a transaction by asking the acquirer or merchant for extra information. If the reply reaches the bank but the lettering is faint, a corner is cut off, the date is unclear, or the content is not what was asked for, the bank files a chargeback under reason code 4802. 

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This code does not accuse merchants of fraud. It simply says, “We still do not have what we asked for.” Because of that, the dispute often acts as a placeholder until you file a better copy. If you respond with a legible receipt that matches the request, the bank will usually reverse the debit. If you do nothing or reply late, the provisional debit becomes permanent, and you lose the funds along with any added chargeback fees.

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Primary Causes for a Code 4802 Chargeback

Most 4802 cases start with poor document quality. Thermal paper fades fast; a receipt stored in sunlight can be unreadable after a few months. Scanning or photographing that faded slip leads to faint images that the bank cannot decipher. Shrinking an A4 receipt to half size also makes the text too small to read. 

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Another frequent error is sending the wrong paperwork: for example, a packing slip instead of the requested sales draft. Missing lines, torn edges, stained copies, or a truncated card number will trigger the same response. In some situations, the merchant tries to protect customer data by blacking out fields, only to hide vital parts the issuer needs for verification. Each of these gaps gives the issuer grounds to file 4802 because the requested or required information is illegible or missing.

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Time Limit for Disputing a Mastercard Reason Code 4802 Chargeback

Issuers have 120 calendar days from the original clearing date to raise a 4802 chargeback. Once the chargeback is issued, you, through your acquirer, normally have 45 days to submit a second presentment. The bank may allow a shorter window if stated in the dispute notice, so read it the day it arrives. If you reply after the window closes, Mastercard will treat the case as uncontested and the chargeback stands. 

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Checking mailbox rules, assigning one staff member to monitor dispute queues, and responding the same day the request arrives reduce the risk of missing the deadline. Remember, weekends and holidays count toward the total; waiting until Monday can be costly. If the issuer files late, beyond the 120-day limit, cite the breach. A timely filing backed by the network rules will win in arbitration.

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What 4802 Means for Consumers & Issuers

For cardholders, 4802 is rarely visible: they asked their bank a question, and the bank now pursues proof in the background. The customer’s account still shows the original debit, so anxiety is minimal. The issuer, on the other hand, must meet Mastercard’s evidence standards. If the bank later learns that the receipt was clear or that the request went to the wrong merchant, it risks extra network fees. 

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The issuer therefore sends precise codes: 01 for truncated PAN, 03 for amount, 05 for merchant name, to tell the merchant what is wrong. Clear two-way communication helps the bank resolve the cardholder’s complaint and keeps trust high. When the process works, the consumer receives a quick answer, the issuer shows diligence, and the merchant keeps the sale.

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What 4802 Means for Merchants

For merchants, 4802 is a red flag that record-keeping needs attention. Though the dispute is reversible, the funds are already pulled from your account while you search for paperwork. That withdrawal can hurt cash flow and affect your ability to protect revenue during busy periods. Every 4802 also counts toward your dispute tally; too many can push a business into a monitoring programme with higher fees. 

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Staff time spent hunting for faded slips adds cost as well. Merchants that process mail-order or e-commerce transactions are not immune: screenshots of checkout pages can blur, and PDF invoices sometimes drop characters when exported. Each instance can result in lost revenue, so investing in a clean archival process is cheaper than frequently fighting the same issue.

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How to Respond to a Code 4802 Chargeback

First, read the issuer’s sub-code to know what data is missing. Gather the original receipt, invoice, or terminal log and check that the problem field is visible. If it is not, search backup files such as the POS image or the ERP system entry. Scan or photograph the document at full size on white paper, using a flat, well-lit surface. Avoid coloured backgrounds that have lower contrast. 

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Verify every field: date, amount, card number’s last four digits, and merchant descriptor. Add a short cover note pointing out the requested detail. Submit the file through your acquirer’s portal within the allotted time. If the issuer filed outside its 120-day window or the transaction was a chip-and-PIN sale with correct DE 55 data, cite the rule breach. Where the missing data never existed, accept the chargeback promptly; arguing without evidence only raises costs.

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Proactive Prevention: The Ultimate Defence

Good habits stop 4802 before it starts. Keep electronic copies of every receipt the same size as the original, stored in a cloud folder with a clear naming plan. Use thermal printers with fresh rolls and swap cartridges when text starts to fade. Respond to issuer retrieval requests the day they arrive and, if a scan looks faint, rescan rather than hope it passes. You could also try out chargeback alerts to catch disputes at the earliest stage. 

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