Mastercard Reason Code 4863

What is

The cardholder doesn't recognize the charge on their statement and suspects fraud.

Often this is a legitimate purchase the customer simply doesn't recognize from the billing descriptor, not actual fraud.

A confusing billing descriptor is a very common, very fixable cause — check yours before assuming this is fraud.

Order record tied to the cardholder's name/email/address, and your billing descriptor as it appears on statements.

Submit the order record proving the cardholder made the purchase, and clarify your billing descriptor if it's the likely cause of confusion.

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Using a billing descriptor that doesn't clearly match your storefront or brand name.

Make your statement billing descriptor clearly recognizable as your brand, and include it in order confirmation emails.