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Mastercard reason code 4855 and how to prove goods or services were provided

Mastercard reason code 4855 (Goods or Services Not Provided) means the cardholder says they paid but never received the order or the service. It is a legacy code that Mastercard now generally handles under 4853 Cardholder Dispute, yet some processors and reports still show 4855. You win it with clear proof of delivery or performance.

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What Mastercard reason code 4855 means

The cardholder claims the merchant did not deliver physical goods, did not perform a service, or did not give access to a digital product by the agreed date. Mastercard consolidated this claim into 4853 with a not received sub case, so many issuers now file 4853 for the same problem. The evidence is the same under either label. The cardholder usually has to wait until the expected delivery date passes, and often must contact you first, before the issuer can file.

Typical triggers for a 4855 chargeback

  • A parcel marked delivered that the customer says never reached them.
  • Shipping delays with no tracking updates or no reply from support.
  • An order shipped to a wrong or incomplete address.
  • A booked service, class or event that was canceled or did not take place.
  • A digital product or account the customer could not access after payment.

Time limits for Mastercard 4855

The cardholder typically has 120 days to dispute, often counted from the expected delivery or service date rather than the transaction date. Your response window is set by your processor and is much shorter, often 7 to 21 days at Stripe. A missed due date loses the dispute automatically.

Evidence that wins a 4855 dispute

  • Carrier tracking with delivery confirmation to the address on the order, plus signature or photo for high value items.
  • The order confirmation and shipping confirmation emails sent to the cardholder.
  • For services, a record that the service was performed, such as a booking log, check in record or signed work order.
  • For digital goods, download, login and usage logs after the purchase, with IP and device details.
  • Proof the customer accepted the delivery terms and estimated dates at checkout.
  • Support messages showing you answered and offered help.

What to avoid when you respond

  • Do not send tracking that stops at in transit. Issuers want a delivery scan to the right address.
  • Do not ship a replacement after the chargeback without telling the issuer, or you can lose the goods and the money.
  • Do not refund after the dispute is filed, since the funds are already withdrawn.
  • Do not wait for the carrier investigation if the response deadline is close.

How to prevent Mastercard 4855 chargebacks

  • Send tracking links by email and text, and notify customers on every shipping delay.
  • Require a signature above a set order value.
  • Give digital buyers instant access and a clear login link in the receipt.
  • Use chargeback alerts to refund or reship before an inquiry turns into a chargeback.

How 4855 appears in Stripe

Stripe usually shows 4855, and 4853 disputes in the not received sub case, with the reason product_not_received. The raw network code is always in the network reason code field on the dispute. NoChargeback reads it, pulls shipping, tracking and access logs, and fills the Stripe shipping and service evidence fields. See Stripe chargeback protection.

Rebuttal letter opening for Mastercard 4855

We are responding to the dispute filed under Mastercard reason code 4855. The goods were provided: the order was shipped on the date shown and the carrier confirms delivery to the cardholder's address, which matches the billing and shipping details entered at checkout. The tracking record and order confirmation are attached below.

Draft my evidence

Is Mastercard 4855 still used?

Mastercard generally handles goods or services not provided under 4853 today. Some processors and older reports still display 4855, and the evidence you need is the same under both.

What if the carrier says delivered but the customer disagrees?

Submit the delivery scan, the address match and any signature or photo. A delivery confirmation to the address the cardholder entered is strong proof the goods were provided.

Can I win 4855 for a digital product?

Yes. Show that the account was created, accessed and used after the purchase, with matching IP and device data, and that access was never removed.