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Mastercard 4863: Cardholder Does Not Recognize — Potential Fraud
What it means: The cardholder does not recognize the charge on their statement.
How to respond: Help the issuer connect the charge to your business and the customer: descriptor, order details, and delivery/usage.
Stripe usually labels this dispute as: unrecognized (check the reason shown on your dispute — Stripe maps network codes to its own categories).
Evidence checklist
- Your statement descriptor and how it relates to your business name/website (customers often dispute charges they do not recognize)
- Receipt / invoice showing what was purchased, price, date and the customer's details
- Shipping documentation: carrier, tracking number, delivery date and delivery address matching the address on the order
- 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
- IP address, device / browser details and timestamps of the order, and how they match the customer's past activity
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.
Need the response written for you? We prepare a reason-code-specific rebuttal letter and a numbered evidence PDF you upload to Stripe or Shopify.
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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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