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Mastercard 4841: Cancelled Recurring or Digital Goods Transactions

What it means: The cardholder says they cancelled a recurring charge / subscription but were still billed.

How to respond: Show the terms were agreed to, that no cancellation was received before the billing date, and any continued usage after the charge.

Stripe usually labels this dispute as: subscription_canceled (check the reason shown on your dispute — Stripe maps network codes to its own categories).

Evidence checklist

• Cancellation policy and subscription terms, and evidence the customer agreed to them at checkout
• Proof the subscription was not cancelled before the disputed billing date, or that the customer kept using it afterwards
• For digital goods / SaaS: access or download logs showing the customer logged in or used the service after purchase
• Customer communication (emails, chat, support tickets) — especially anything where the customer acknowledges the order or the product
• Receipt / invoice showing what was purchased, price, date and the customer's details

Tips

• Address the specific reason code — a generic letter that argues the wrong issue is a common reason responses fail.
• Submit before the evidence due date shown in your Stripe/Shopify dashboard; most processors allow one submission.
• Keep it factual and concise; label each exhibit.
• If the customer is right, accepting the dispute or refunding may cost less than fighting it.

DisputeDesk provides general information and document preparation help. It is not legal advice, and we do not guarantee any dispute outcome — the card issuer decides. Reason-code names and rules change; always check the dispute details in your Stripe or Shopify dashboard and the card network's current rules.
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