Reason Code 4853Goods/Services Not as Described or Defective

↩  Back to Directory


Card Issuer


Reason Code



Cardholder Dispute


The cardholder claims the service or merchandise they received wasn't according to the description they got during the purchase.


The merchant:

  • Shipped the wrong product.
  • Inaccurately described the service or product.
  • Didn't deliver the service as promised.
  • Shipped the product in bad packaging, and it got damaged en route.


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

  • Process legitimate requests for refunds or replacements in good time.
  • Ensure product and service descriptions are accurate.
  • Ship the product in good protective packaging.


Cardholders can file disputes starting from the transaction date, or the merchandise delivery date, service cancellation date, or when the services were ended. They shouldn't exceed 540 days from the transaction date.

You cannot refer the customer to the manufacturer if the product is defective or damaged.

Mastercard Merchant Official Documentation
Sign up for our newsletter
2024 Justt Ltd. All rights reserved.