Reason Code List / Mastercard / Reason Code 4853 / Travel/Entertainment Services Cancelled/Returned and a Refund was Not Processed
PREVIEW
A high-level overview
You received this chargeback because the cardholder claims one of the following occurred.
- You agreed to provide a refund but didn’t.
- You didn’t disclose your refund policy at the time of the purchase, and you’re now unwilling to accept a return or cancellation.
- You have not responded to the cardholder’s return or cancellation requests.
- You issued a refund for a lesser amount without explaining why.
Only merchants with the following MCCs are susceptible to this type of chargeback.
- Airlines and Air Carrier (MCCs 3000 through 3350, 4511)
- Car Rental Agencies (MCCs 3351 through 3500, 7512)
- Cruise Lines (MCC 4411)
- Lodging-Hotels, Motels, Resorts (MCCs 3501 through 3999, 7011)
- Motor Home and Recreational Vehicle Rental (MCC 7519)
- Real Estate Agents and Managers—Rentals (MCC 6513)
- Theatrical Producers, Ticket Agencies (excluding Motion Picture) (MCC 7922)
- Travel Agencies and Tour Operators (MCC 4722)
- Real Estate Agent and Broker (MCC 7013) – Limited to Mainland China domestic transactions
- Scenic Spot Ticketing (MCC 4733) – Limited to Mainland China domestic transactions
In most situations, a chargeback must be filed between 15 and 120 days from the date on the refund documentation, the date the services were cancelled, or the date the goods were returned (not to exceed 540 days from the original transaction processing date).
If you — the merchant — have the required data and supporting documents, you can fight a ‘travel/entertainment services cancelled/returned and a refund was not processed’ chargeback. At most, you will have 45 days to respond.
To prevent this type of chargeback in the future, make sure your refund or cancellation policy is clear, complete, and shared before the transaction is processed. Any special conditions — like restocking fees or in-store credit — must be disclosed at the time of the purchase.
NOTE
Because this chargeback impacts a very small portion of merchants, we aren’t going to elaborate on what causes this dispute or how to respond. If you are a merchant or acquirer and need additional details about this reason code, we recommend you consult the latest version of the Mastercard chargeback guide. You’ll find a section on ‘travel/entertainment services cancelled/returned and a refund was not processed’ chargebacks in the cardholder dispute chargebacks portion of chapter 2 (dual message system chargebacks).
PREVIEW
A high-level overview
You received this chargeback because the cardholder claims one of the following occurred.
- You agreed to provide a refund but didn’t.
- You didn’t disclose your refund policy at the time of the purchase, and you’re now unwilling to accept a return or cancellation.
- You have not responded to the cardholder’s return or cancellation requests.
- You issued a refund for a lesser amount without explaining why.
Only merchants with the following MCCs are susceptible to this type of chargeback.
- Airlines and Air Carrier (MCCs 3000 through 3350, 4511)
- Car Rental Agencies (MCCs 3351 through 3500, 7512)
- Cruise Lines (MCC 4411)
- Lodging-Hotels, Motels, Resorts (MCCs 3501 through 3999, 7011)
- Motor Home and Recreational Vehicle Rental (MCC 7519)
- Real Estate Agents and Managers—Rentals (MCC 6513)
- Theatrical Producers, Ticket Agencies (excluding Motion Picture) (MCC 7922)
- Travel Agencies and Tour Operators (MCC 4722)
- Real Estate Agent and Broker (MCC 7013) – Limited to Mainland China domestic transactions
- Scenic Spot Ticketing (MCC 4733) – Limited to Mainland China domestic transactions
In most situations, a chargeback must be filed between 15 and 120 days from the date on the refund documentation, the date the services were cancelled, or the date the goods were returned (not to exceed 540 days from the original transaction processing date).
If you — the merchant — have the required data and supporting documents, you can fight a ‘travel/entertainment services cancelled/returned and a refund was not processed’ chargeback. At most, you will have 45 days to respond.
To prevent this type of chargeback in the future, make sure your refund or cancellation policy is clear, complete, and shared before the transaction is processed. Any special conditions — like restocking fees or in-store credit — must be disclosed at the time of the purchase.
NOTE
Because this chargeback impacts a very small portion of merchants, we aren’t going to elaborate on what causes this dispute or how to respond. If you are a merchant or acquirer and need additional details about this reason code, we recommend you consult the latest version of the Mastercard chargeback guide. You’ll find a section on ‘travel/entertainment services cancelled/returned and a refund was not processed’ chargebacks in the cardholder dispute chargebacks portion of chapter 2 (dual message system chargebacks).
PUBLISHED ON: October 5, 2026
WRITTEN BY: Jessica Velasco
