Mastercard Chargeback Reason Code 4801: Requested Transaction Data Not Received

What is Mastercard Chargeback Reason Code 4801?

Cardholders can dispute transactions, leading to chargebacks. Issuers often send retrieval requests to deal with a cardholder’s complaint or during their transaction review process. The Mastercard chargeback reason code 4801 refers to chargebacks where the issuer did not receive the requested transaction data.

This chargeback reason code falls under the “lack of clear/responsive communication” category. That means you failed to respond to the issuer’s request or communicate your reasons.

Issuers often send retrieval requests if a cardholder’s claims are inadequate to warrant an immediate chargeback. This window allows you to dispute the claims and prevent a chargeback. However, you must respond promptly and provide the requested information.

Chargebacks with reason code 4801 often have underlying causes. They are closely related to reason code 4802, where you provided illegible or missing information. However, both chargebacks have varying approaches to disputing them.

You cannot dispute chargebacks under reason code 4801 by addressing their underlying causes. Do not expect to know which customer complaint resulted in the retrieval request. That information may remain unknown until the issuer reviews the submitted documents and has enough reason to process a chargeback.

Let’s see how this chargeback can play out in real-time business transactions. Customer A purchases an item from you but later complains to the issuer.

The issuer sends a retrieval request to obtain specific transaction details from you in a bid to ascertain the cardholder’s claims. However, you failed to respond and provide the requested information within the time frame. This negligence will force the issuer to process a chargeback under reason code 4801.

Besides cardholders, issuers can review transactions independently. They can send retrieval requests to clarify specific aspects of a transaction. Failing to provide the required details will lead to chargebacks under this reason code.

Disputing chargebacks in this category can be challenging. There’s little room to reverse the chargeback. In most cases, the chargeback remains.

Merchant errors often lead to chargebacks of this nature. Notwithstanding, issuers can make mistakes. We won’t count much on the latter happening.

In the meantime, let’s see the causes of chargebacks under the reason code 4801.

Why Did It Happen?

The primary cause of chargebacks under reason code 4801 is that you failed to send the requested transaction data. They follow up after the issuer has received no response to its retrieval request. The requested data can be any of the following

• The original transaction information document
• The substitute draft of the transaction information document
• A copy of the transaction information document

Issuers will process chargebacks in this category if you don’t reply within 30 days of receiving the retrieval request. Refer to the central site processing date of the request to ascertain the 30 days.

Chargebacks under this code can occur after the first retrieval request or subsequent ones. For example, an issuer may send another retrieval request to follow up with the first one. Failing to respond to the second or subsequent requests can still cause chargebacks under reason code 4801.

The Retrieval Request

Issuers send retrieval requests to your acquirer, who forwards them to you. Then, you can respond to your acquirer, who will forward your response to the issuer. Retrieval requests can occur for the following reasons:

• To search for a transaction and retrieve relevant information associated with it.
• To gather the necessary information to create a claim from a cardholder’s dispute.
• To obtain additional information associated with a transaction.

Important Notice

Mastercard no longer issues chargebacks associated with retrieval requests. It has phased out this reason code from its system.

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How to Fight Mastercard Chargeback Reason Code 4801: Requested Transaction Data Not Received

Disputing chargebacks under reason code 4801 depends on whether you responded to the retrieval requests. If that did not occur, there is nothing you can do to reverse the chargeback. Accepting it and preventing future occurrences is the best way to handle it from there.

With that in mind, here’s how you can dispute chargebacks under reason code 4801:

• If you responded to the retrieval request and provided the requested transaction data: Submit proof of your response within 30 days of the retrieval request. You can send an invoice or a screenshot of the fulfilled retrieval request. Ensure the date is visible to validate your response time.
• If you refunded the transaction to the cardholder in full: Contact the issuer and request a pre-compliance to reverse the chargeback. Again, you must prove that the refund is associated with the disputed transaction on the chargeback. Include the transaction amount and date.

This approach primarily works if cardholder disputes cause chargebacks under reason code 4801.

• If you reach an alternative agreement with the cardholder: Submit proof of reaching an alternative agreement with the cardholder that does not involve a refund. It could be an agreement to provide another item or service or repair the supplied merchandise. Your proof should include the cardholder’s agreement to the new deal.

The issuer will reverse the chargeback since the underlying cause (a cardholder dispute) has been resolved.

How to Prevent Mastercard Chargeback Reason Code 4801: Requested Transaction Data Not Received

Your best prevention for chargebacks under reason code 4801 is providing prompt replies to issuer inquiries. Your response should include the requested transaction data in a clear and legible format. Pictures can suffice, depending on the specific data.

Other ways you can prevent chargebacks under reason code 4801 include the following:

• Maintain active merchant emails for your acquirers to receive prompt retrieval requests.
• Set alerts and notifications for your emails.
• Check your emails regularly.
• Resolve customer complaints immediately.
• Inform your acquirer early if you cannot provide the requested information within the time frame.
• Maintain digital copies of your transaction data.
• Avoid storing your transaction data on colored paper to prevent discoloration and illegibility.
• Keep your transaction data in a secure and fireproof storage environment.
• Review your transaction information document (TID) for legibility before storing it.
• Implement an efficient filing system for quick information retrieval when needed.
• Don’t assume anything on a retrieval request. Ask for clarity before submitting the requested documentation.

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