MastercardConsumer Dispute
Mastercard Reason Code 4854
Cardholder Dispute — Not Resolved
What the cardholder claims
"Tried to resolve with merchant but issue persists."
Win rate
30-45%
With proper evidence
Response deadline
120 days
From dispute filing
Required evidence (in priority order)
- 1
customer_communication - 2
refund_policy - 3
refund_documentation
Response strategy
Prove you attempted to resolve — replies to customer emails, refund offers, return label. Show customer did not follow the resolution process.
Stripe category
generalStripe maps this network-level code to this simplified category.
Responding to this chargeback?
Rebutto packages these exact evidence fields into the format Stripe requires. First dispute free on the Shopify App, or $9.99 on the web tool.