Reason code

This reason code applies when a cardholder sees a transaction they don't recognize and suspects it might be fraudulent. This often happens in card-not-present transactions, where the cardholder's information may have been used without their consent. It's important to note that Mastercard has retired this reason code, and such disputes are now typically categorized under other relevant codes.

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To address a retrieval request under Reason Code 6321, provide clear documentation to help the cardholder recognize the transaction. This may include:​

• Transaction Records: Details of the transaction, including date, amount, and any associated information.

• Proof of Delivery or Service: Documentation showing that goods or services were delivered or provided to the cardholder.

• Communication Logs: Any correspondence with the cardholder related to the transaction.​

Providing clear and comprehensive documentation can help demonstrate the legitimacy of the transaction and may lead to the chargeback being overturned.

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To minimize the risk of such chargebacks under reason code 4863:

• Use Clear Billing Descriptors: Ensure your business name appears clearly on customer statements to avoid confusion.
  
  
• Implement Strong Security Measures: Utilize tools like Mastercard SecureCode, CVV verification, and Address Verification Service (AVS) to authenticate transactions.​
  
  
• Maintain Open Communication: Send confirmation emails or messages immediately after purchases to keep customers informed.​

• ‍Monitor for Unusual Activity: Regularly review transactions for signs of fraudulent activity and address any issues promptly.