4853 Cardholder Disputes

This reason code applies when a cardholder disputes a transaction they believe is invalid. Common scenarios include:

• Goods or Services Not as Described or Defective: The cardholder claims the received goods or services differ significantly from the merchant's description or are defective.‍
• Goods or Services Not Provided: The cardholder asserts they did not receive the goods or services paid for. ​‍
• Canceled Recurring Transaction: The cardholder contends they were billed for a recurring transaction after canceling the service. ​
• ‍Digital Goods $25 or Less: The cardholder disputes a digital goods transaction of $25 or less, alleging inadequate purchase controls were in place.

To address a chargeback under Reason Code 4853, provide evidence that refutes the cardholder's claim. This may include:​

• Proof of Delivery or Service: Documentation showing the goods or services were provided as agreed.
• ‍Product Descriptions: Records demonstrating that the goods or services matched the description at the time of purchase.
• ‍Cancellation Policies: Evidence that the cardholder did not follow the merchant's cancellation procedures.
• ‍Purchase Controls: Documentation proving that appropriate purchase controls were in place for digital goods transactions.​

To minimize the risk of such chargebacks:

• Accurate Descriptions: Ensure all products and services are described clearly and accurately.​
  
• Reliable Fulfillment: Deliver goods and services as promised and within the agreed timeframe.​
  
• Clear Cancellation Policies: Provide straightforward cancellation procedures and honor cancellation requests promptly.​
• ‍Purchase Controls: Implement robust purchase controls for digital goods, especially for low-value transactions.