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Chargebacks Reference Table for Mastercard on Floorzap Payments
Provides reason codes, and explanations to help you better understand Mastercard chargebacks that may occur
|
Dispute Type |
Reason Code |
Reason |
Description |
Defendable |
Timeframe |
Defense Requirements |
|---|---|---|---|---|---|---|
|
Fraud Dispute |
4837 |
No Cardholder Authorization |
The cardholder states that they, nor anyone authorized by them, engaged in the transaction. |
Yes |
40 days from receiving the NoC |
|
|
Fraud Dispute |
4840 |
Fraudulent Processing of Transactions |
The cardholder claims that a fraudulent purchase was made while the card was in the cardholder's possession at the time of the transaction. |
No |
N/A |
N/A |
|
Fraud Dispute |
4849 |
Questionable merchant activity |
The acquirer processed a transaction that was later listed in a Mastercard Global Security Bulletin for violating GMAP, QMAP, or reported to SAFE. |
No |
N/A |
N/A |
|
Fraud Dispute |
4863 |
Cardholder does not recognize – Potential Fraud |
The cardholder claims that they do not recognize the transaction and did not authorize the charge to their credit card. |
No |
N/A |
N/A |
|
Fraud Dispute |
4870 |
Chip Liability Shift |
The cardholder claims that they were in possession of a valid card on the date of transaction, but they did not authorize or participate in the transaction. |
No |
N/A |
N/A |
|
Fraud Dispute |
4871 |
Chip/PIN Liability Shift |
The cardholder claims that they were not in possession of a valid card on the date of transaction, and they did not authorize or participate in the transaction. |
No |
N/A |
N/A |
|
Fraud Dispute |
4999 |
Domestic Chargeback Dispute (Europe region only) |
The issuer can supply this message for a domestic chargeback that doesn't meet another chargeback categorization. |
Yes |
40 days from receiving the NoC |
|
|
Authorization Dispute |
4802 / 4808 |
Requested /Required Authorization not obtained |
The payment could not be authorized. |
No |
N/A |
N/A |
|
Authorization Dispute |
4807 |
Warning Bulletin File |
The payment could not be authorized. |
No |
N/A |
N/A |
|
Authorization Dispute |
4812 |
Account Number Not on File |
The account number does not correspond to the account numbers the issuer has on file for this cardholder. |
No |
N/A |
N/A |
|
Authorization Dispute |
4835 |
Card Not Valid or Expired |
A transaction completed with an expired card. |
No |
N/A |
N/A |
|
Authorization Dispute |
4859 |
ATM Dispute |
The cardholder complained to the issuer that they did not receive, or only received in part, funds charged to their account as a result of an automated cash disbursement. |
No |
N/A |
N/A |
|
Processing errors - Point of Interaction error |
4834 |
Point of Interaction error |
Duplicate Processing: The cardholder paid twice for the same transaction using two different forms of payment. |
Yes |
40 days from receiving the NoC |
|
|
Processing errors - Point of Interaction error |
4834 |
Point of Interaction error |
Duplicate Processing: The cardholder's account has been debited more than once for the same transaction using the same form of payment. |
Yes |
40 days from receiving the NoC |
|
|
Processing errors - Point of Interaction error |
4834 |
Point of Interaction error |
Transaction Amount Differs: The cardholder was billed an incorrect amount. |
Yes |
40 days from receiving the NoC |
|
|
Processing errors - Point of Interaction error |
4834 |
Point of Interaction error |
ATM Disputes: Cash was not properly dispensed by an ATM. |
Yes |
40 days from receiving the NoC |
https://docs.adyen.com/risk-management/understanding-disputes/dispute-reason-codes/#incorrect-cash |
|
Processing errors - Point of Interaction error |
4834 |
Point of Interaction error |
ATM Disputes: The cardholder's account has been debited more than once for the same ATM transaction. |
Yes |
40 days from receiving the NoC |
|
|
Processing errors - Point of Interaction error |
4834 |
Point of Interaction error |
Loss, Theft, or Damages: The cardholder was billed for loss, theft, or damage in the same transaction as the underlying initial service. |
Yes |
40 days from receiving the NoC |
|
|
Processing errors - Point of Interaction error |
4834 |
Point of Interaction error |
You sent a transaction that was processed with an incorrect currency code. Often the cardholder was not advised or did not agree that Dynamic Currency Conversion (DCC) would occur. |
Yes |
40 days from receiving the NoC |
|
|
Processing errors - Point of Interaction error |
4834 |
Point of Interaction error |
The cardholder was billed an unreasonable amount (intra-EEA Transactions, domestic transactions in EEA countries/regions, transactions between an EEA country/region and Gibraltar or the UK, Gibraltar domestic transactions, and UK domestic transactions) |
Yes |
40 days from receiving the NoC |
|
|
Processing errors - Point of Interaction error |
4834 |
Point of Interaction error |
The cardholder paid an improper merchant surcharge (intra-European and inter-European transactions only). |
Yes |
40 days from receiving the NoC |
|
|
Processing errors - Point of Interaction error |
4834 |
Point of Interaction error |
You processed a credit (instead of a reversal) to correct an error which resulted in a currency exchange loss for the cardholder. |
Yes |
40 days from receiving the NoC |
|
|
Processing errors - Point of Interaction error |
4834 |
Point of Interaction error |
Late Presentment: The acquirer presented a transaction past the applicable time frame. |
Yes |
40 days from receiving the NoC |
https://docs.adyen.com/risk-management/understanding-disputes/dispute-reason-codes/#late-presentment |
|
|
The following reason codes can still be used, but will disappear in the future: |
|
|
|
|
|
|
Processing errors - Point of Interaction error |
4831 |
Transaction amount differs |
The cardholder claims that the amount they agreed to pay differs from the amount charged. |
Yes |
40 days from receiving the NoC |
|
|
Processing errors - Point of Interaction error |
4842 |
Late Presentment |
The transaction was not sent to Mastercard within the timeframe required. |
No |
N/A |
N/A |
|
Processing errors - Point of Interaction error |
4846 |
Correct Transaction Currency Code not provided |
The cardholder claims that the converted amount of charge on an international transaction is incorrect, or you didn't let them choose the currency. |
No |
N/A |
N/A |
|
Processing errors - Point of Interaction error |
4850 |
Installment Billing Dispute - Credit Posted as a Purchase |
An account is posted as a debit instead of a credit by mistake. |
No |
N/A |
N/A |
|
Consumer Dispute |
|
Following the Mastercard dispute guidelines, consumer dispute chargebacks are filed under reason code 4853 - Cardholder Dispute. This reason code covers the following scenarios |
|
|
|
|
|
Consumer Dispute |
4853 - Legacy code 4855 |
Services not provided/Merchandise not received |
The cardholder claims that the merchandise or services they ordered were not received, or they canceled the order because they didn't receive the merchandise or services within the expected delivery date (or merchandise was unavailable for pick-up). |
Yes |
40 days from receiving the NoC |
|
|
Consumer Dispute |
4853 - Legacy code 4841 |
Canceled recurring transaction |
A recurring transaction was processed after it was canceled, or the cardholder's account was closed. |
Yes |
40 days from receiving the NoC |
|
|
Consumer Dispute |
4853 |
Goods not as described/defective |
The goods or services were either not as described or defective. The goods either arrived broken or could not be used for the intended purpose. |
Yes |
40 days from receiving the NOC |
|
|
Consumer Dispute |
4853 - Legacy code 4855 |
Services not provided/Merchandise not received |
The cardholder claims that the merchandise or services they ordered were not received, or they canceled the order because they didn't receive the merchandise or services within the expected delivery date (or merchandise was unavailable for pick-up). |
Yes |
40 days from receiving the NoC |
|
|
Consumer Dispute |
4853 - Legacy code 4841 |
Canceled recurring transaction |
A recurring transaction was processed after it was canceled, or the cardholder's account was closed. |
Yes |
40 days from receiving the NoC |
|
|
Consumer Dispute |
4853 |
Goods not as described/defective |
The goods or services were either not as described or defective. The goods either arrived broken or could not be used for the intended purpose. |
Yes |
40 days from receiving the NoC |
|
|
Consumer Dispute |
4853 |
Counterfeit merchandise |
The merchandise was identified as counterfeit by the customer or a third party, for example, a customs agency. The goods were not produced by the authorized manufacturer and infringe on intellectual property rights. |
Yes |
40 days from receiving the NoC |
|
|
Consumer Dispute |
4853 - Legacy code 4859 |
Addendum dispute or "no-show" hotel charge was billed |
The cardholder claims that they have been charged for a no show after they canceled the service. |
Yes |
40 days from receiving the NoC |
https://docs.adyen.com/risk-management/understanding-disputes/dispute-reason-codes/#addendum-dispute |
|
Consumer Dispute |
4853 - Legacy code 4855 |
Purchase transaction did not complete |
The cardholder claims that they didn't use the merchandise/service as they believed the transaction was not processed. |
Yes |
40 days from receiving the NoC |
|
|
Consumer Dispute |
4853 - Legacy code 4860 |
Credit posted as a purchase or Credit not processed |
The cardholder claims that the credit was processed as a debit. |
Yes |
40 days from receiving the NoC |