Reason code · Mastercard
Mastercard 4855: goods or services not provided
4855 means the customer says the goods never arrived or the service never happened. Mastercard now handles it under 4853 Cardholder Dispute, usually within 120 days. Dated proof of delivery or service to this customer is what counts.
What 4855 means
4855 is the old Mastercard code for Goods or Services Not Provided. The customer says they paid and got nothing.
Mastercard has since folded it into 4853 Cardholder Dispute. Its Chargeback Guide says banks may still send 4855, but the code will eventually be eliminated. So you may see either number. The rules are the same: the Goods or Services Not Provided condition of 4853.
What the customer told their bank
“It never arrived.” “The appointment never happened.” “The business closed before I got anything.” Sometimes it’s true. Sometimes the package sits on a porch or the customer forgot the visit.
Time limit
- No delivery date given: the bank must wait 30 days after the transaction, then file within 120 days of it.
- A delivery or service date was given: within 120 days of the latest date you promised.
- You clearly won’t deliver: for example, the business closed. The bank can file right away.
Some travel and entertainment purchases have longer limits. Your own deadline is shorter: the due date on your notice, set by your processor out of the 45 days Mastercard gives your bank.
What proof matters
Dated proof the goods reached this customer or the service happened for them: delivery confirmation to their address, a signed record of the visit, or their own messages after the fact. For shipped goods, the address on the delivery proof should match the one the customer gave you. A tracking number alone shows a package moved, not who got it.
Willing and able counts
Mastercard doesn’t allow this chargeback when you were willing and able to provide the goods or service and the customer refused them. A customer who skipped the appointment isn’t the same as a business that never showed up. Your records should make that difference obvious.
The common mistake
Delivering after the customer cancelled, then calling it “provided.” If they cancelled first, delivery doesn’t answer the complaint. Check the dates before you argue.
Dispute Daddy builds this for you
Dispute Daddy reads the notice, keeps the due date in view and builds the response from your own records. You review it and submit it. See how the method works.
