Skip to main content

Mastercard 4855 (Retired) - Goods or Services Not Provided

TL;DR
  • 4855 is retired. It was consolidated into 4853
  • While it ran, it was Mastercard's main non-delivery code: goods never arrived, service never performed, partial delivery, cancelled event
  • Chargeback window was 90 calendar days from the transaction or from expected delivery, with 45 days to second present
  • You won it with delivery tracking, carrier confirmation, and a signature where one applied
This code is retired - don't use it for new disputes

4855 no longer exists. Mastercard folded the separate non-delivery codes into 4853 (Cardholder Dispute) in its 2016 reason-code consolidation. 4855 doesn't appear anywhere in the current Mastercard Chargeback Guide.

Working a dispute today? Use 4853 - Cardholder Dispute, which is where non-delivery claims now land.

Seeing 4855 on a current notification? The code is dead, so the label is coming from stale material: an old processor template, a legacy internal system, or out-of-date vendor documentation. Ask your processor for the actual message reason code on the case (it will almost certainly be 4853) and work it from there. The good news is that the evidence you need is unchanged - proof of delivery, or proof the service was performed.

Everything below describes how 4855 worked while it was live. It's preserved because old notifications, archived case files, and legacy vendor content still cite the code, and someone reading one of those still needs to know what it meant.

Overview​

Cardholder claimed they didn't receive the merchandise or services they paid for. While it was live, this was Mastercard's primary consumer dispute code for non-delivery claims. That role now belongs to 4853.

When This Code Applies​

  • Goods never arrived
  • The service was never performed
  • Partial delivery (missing items)
  • Event cancelled, no refund
  • Digital goods not accessible

Conditions for Valid Chargeback​

Cardholder Must​

  1. Have paid for goods/services
  2. Not received what was purchased
  3. Attempted to resolve with merchant
  4. File within timeframe

Merchant Responsibilities​

  • Deliver goods/services as agreed
  • Provide tracking for physical goods
  • Ensure digital access is functional
  • Communicate delays

Time Frames​

StageWindow
Chargeback90 calendar days from transaction
From expected delivery90 days from expected delivery date
Second Presentment45 calendar days

Representment Options​

1. Goods/Services Were Delivered​

Evidence required:

  • Delivery tracking number
  • Carrier confirmation of delivery
  • Signature (if applicable)
  • Photo proof of delivery
  • GPS/timestamp confirmation

2. Digital Goods Were Accessed​

Evidence required:

  • Download logs
  • Access/login records
  • Usage data
  • IP address at access time
  • Email delivery confirmation

3. Services Were Rendered​

Evidence required:

  • Service completion records
  • Cardholder signature on completion
  • Photos/documentation of work
  • Time logs with cardholder approval
  • Communication confirming completion

4. Cardholder Picked Up​

Evidence required:

  • In-store pickup records
  • ID verification at pickup
  • Signature on pickup receipt
  • Video footage (if available)

5. Refund Already Issued​

Evidence required:

  • Refund transaction record
  • ARN number
  • Settlement confirmation

Prevention Strategies​

Physical Goods​

  1. Trackable shipping - All shipments tracked
  2. Signature required - For high-value items
  3. Photo on delivery - Carrier photos
  4. Shipping insurance - For valuable items
  5. Status updates - Proactive communication

Digital Goods​

  1. Immediate delivery - Download links on payment
  2. Delivery confirmation - Email with access info
  3. Access logging - Track downloads/logins
  4. Multiple access methods - Email + account
  5. Technical support - Help with access issues

Services​

  1. Completion acknowledgment - Get sign-off
  2. Progress updates - Document work done
  3. Photos/documentation - Before and after
  4. Clear scope - Define what's included
  5. Partial completion records - Track milestones

Communication​

  1. Order confirmation - Immediate email
  2. Shipping notification - When dispatched
  3. Delivery confirmation - When delivered
  4. Delay notification - If issues arise
  5. Contact info - Easy to reach support

Win Rate Expectations​

Evidence TypeExpected Win Rate
Carrier delivery + signature75-90%
Carrier delivery (no signature)60-75%
Digital access logs55-70%
Service completion signed65-80%
No delivery proofUnder 20%

Common Mistakes​

  1. No tracking - Can't prove shipment
  2. No signature - Especially for high-value
  3. No digital access logs - Can't prove download
  4. No service sign-off - No completion proof
  5. Poor communication - Customer didn't know status

Special Cases​

Delayed Delivery​

  • Communicate proactively
  • Offer alternatives
  • Set new expectations
  • Consider partial refund

Partial Delivery​

  • Document what was delivered
  • Ship missing items ASAP
  • Partial credit if needed
  • Keep communication open

Cancelled Events/Services​

  • Prompt refund processing
  • Clear cancellation notice
  • Alternative offerings
  • Documentation of cancellation

International Shipping​

  • Longer timelines expected
  • Customs documentation
  • Tracking that survives the border
  • Insurance recommended
  • 4853 - Cardholder Dispute (the live replacement for 4855)
  • 4854 - Cardholder Dispute, US Region
  • 4837 - No Cardholder Authorization

Next Steps​

Holding a notification that cites 4855?

  1. Confirm the real code → Ask your processor for the message reason code on the case; expect 4853
  2. Pull delivery proof → Tracking, signature, carrier confirmation
  3. Check for digital access → Download/login logs
  4. Gather evidence → Representment Workflow
  5. Respond within the deadline on the notice (45 days under current Mastercard rules)

Prevent future non-delivery chargebacks (now filed as 4853):

  1. Use tracking on all physical shipments
  2. Require signature for high-value orders
  3. Log all digital good access/downloads
  4. Set up dispute alerts to catch early

See Also​

Last updated on