4863 - Cardholder Does Not Recognize – Potential Fraud
This reason code has been retired.
Why did I receive this chargeback?
The cardholder claims not to recognize a card-not-present transaction.
How long can the issuer wait to file a chargeback?
The maximum amount of time that can pass between the transaction processing date and the chargeback processing date is 120 calendar days.
What compelling evidence is needed to respond?
Available chargeback response options include:
- Explanation and documentation to refute the cardholder’s claim, or
- Proof that the chargeback is invalid because it doesn’t adhere to Mastercard requirements, or
- Proof you have already refunded the transaction and credited the cardholder’s account, or
- Proof the cardholder no longer wishes to dispute the transaction
- Additional condition-specific compelling evidence options:
New Information to Identify the Transaction
- Evidence not contained in the authorization or clearing messages that help identify the transaction (description of merchandise or services, original transaction amount when the disputed transaction is a partial shipment, etc.)
Address Verification Service (AVS)
- Proof you obtained a positive Address Verification Service (AVS) match, and
- Proof you shipped the merchandise to the AVS-approved address
- Proof you submitted Mastercard SecureCode information with the authorization request, and
- Proof the issuer approved the transaction
How can I avoid this chargeback in the future?
- Consider using all the tools available to you—including Mastercard SecureCode, CVC2, and Address Verification Service (AVS).
- Use pre-sale fraud detection service providers that can help verify the cardholder’s identity, detect potential criminal activity, and reduce the risk of accepting unauthorized transaction.
- Use a billing descriptor that is easily recognized by the cardholder.
- Make sure you differentiate between card-absent and card-present transactions during authorization and clearing.