Mastercard 4837: No cardholder authorization

The cardholder says they did not authorize the charge. The letter proves the real cardholder made the purchase, or shows why the record supports you.

What the code alleges

The cardholder says they did not authorize the charge. The letter proves the real cardholder made the purchase, or shows why the record supports you.

The evidence that answers this accusation

• AVS and CVV matches on the authorization
• Authentication data, including the 3-D Secure result if any
• Purchase IP address and device data tying the order to the cardholder
• The billing descriptor shown at checkout
• Prior undisputed orders on the same card
• Any support message where the cardholder references the order

Many of these disputes are recognition problems, not fraud. The descriptor shown on the statement gets its own section in the letter, because that is often what the cardholder did not recognize.

Fill-in letter outline

Open with the case header and reason code. State that the cardholder authorized the transaction, then present the authorization packet in exhibit order. Add a short descriptor section showing exactly what appeared on the statement. Close by requesting reversal.

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Representment guidance only. Always follow your acquirer's current filing instructions and the deadline on your processor notice.