Reason code
4853 Cardholder Disputes
[Consumer Disputes]
Details
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.
Timing to raise the dispute (Issuer/Cardholder)
120daysn/a
Timing to respond to the dispute (Acquirer/Merchant)
45daysn/a
How to respond?
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.
How to prevent?
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.