Reason Code 4853Goods or Services Not Provided

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Card Issuer


Reason Code



Cardholder Dispute


The cardholder claims they didn't receive the service or product.


The merchant didn't deliver the service or products because they went out of business or stopped selling the goods and services.


Cardholders and issuers have 120 days to file a dispute related to the claim against the merchant.

Merchants have 45 days to respond to the claim in dispute.

Steps to Prevention

  • Stick to the promised delivery dates. If there are any changes in delivery dates or the product is out of stock, notify the customer via text or email.
  • Have the products ready for pickup on the promised date.
  • Accurately describe your services.
  • Don't charge the cardholder until the product is shipped.


Cardholder dispute time limits can depend on:

  • If the service performance or delivery date was unspecified, the issuer could file a chargeback after 30 days from the transaction date (not exceeding 120 days). But if the business cannot fulfill its obligations or is out of business, the 30-day waiting period is waived.
  • If the service performance or delivery date was specified and passed. The issuer should file a chargeback within 120 days after the transaction date. 
  • If the ongoing services are terminated, the chargeback should be filed within 120 days from when the services were terminated. This shouldn't surpass 540 days from the transaction date.
  • If a cardholder has a prepaid gift card from a merchant that's out of business, a chargeback should be filed within 120 days of the card's expiry date. If there's no expiry, the chargeback should be filed within 540 days after the transaction date.
Mastercard Merchant Official Documentation
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