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How to Respond to a Mastercard 4841 “Cancelled Recurring Transaction” Chargeback
You've had a Mastercard chargeback with reason code 4841. Here's what it means, what to send back, and how to submit it, in plain English.
- Mastercard 4841
- Cancelled Recurring Transaction
- Type: cancelled recurring payment
What Mastercard 4841 means
Reason code 4841 is Mastercard's code for “Cancelled Recurring Transaction”. In plain words, the cardholder says they cancelled a subscription or recurring payment but were still charged. The bank has pulled the money back for now, and your response is your chance to show the charge was valid.
How Mastercard handles it
Mastercard uses four-digit reason codes and groups disputes into authorization, cardholder disputes, fraud and point-of-interaction errors. It generally gives the cardholder's bank 120 days to file. Your response is sent back as a “second presentment”, and the bank can escalate to pre-arbitration and then arbitration, so make your first response complete. Mastercard has folded 4841 into its broader 4853 “Cardholder Dispute” code, but some processors still show the older code. The evidence is the same either way.
Why customers file it
- They forgot the subscription renews.
- They thought deleting an app or unsubscribing from emails cancelled it.
- They couldn't find how to cancel.
- A free trial turned into a paid plan and they missed it.
Most of these aren't bad faith. A calm, factual reply with the right documents works better than an argument.
The evidence that matters for 4841
These are the documents the DisputeDraft generator checks for this reason code. Send the ones you have:
- Cancellation PolicyYour cancellation terms, and where the customer saw them. Upload: cancellation policy.
- Proof of No Cancellation RequestYour records showing no cancellation came in before the charge or shipment. Upload: account and communication logs.
- Customer CommunicationMessages where the customer confirms the order, asks about it, or never raised a problem with you. Upload: emails, chat logs.
- Terms of Service AcceptanceShows the customer agreed to your terms at checkout, with a date and time. Upload: checkout screenshot with timestamp.
- Refund Policy AcknowledgmentShows your refund policy was in front of the customer when they paid. Upload: refund policy, checkout screenshot.
- Transaction DetailsThe receipt, invoice or order confirmation for the disputed charge. Upload: Original sales receipt, invoice, or order confirmation.
How to submit your response
Paste your letter into your processor's dispute response and upload the evidence. Menus change from time to time, so follow your dispute notice if anything looks different.
Stripe
- Go to Payments → Disputes and open this dispute.
- Click Counter dispute and follow the form.
- Paste the letter as your response and upload the files below.
Stripe accepts only one submission per dispute, so upload everything at once.
PayPal
- Open the Resolution Center and find this case (look under “Needs your attention”).
- Click Respond and choose the option to provide evidence.
- Paste the letter and upload the files below.
Use the response due date shown on the case.
Shopify Payments
- Go to Orders and open the order with the chargeback.
- Click Submit response in the chargeback banner.
- Paste the letter in the notes and add the files below as evidence.
You can add evidence until the due date; Shopify sends your response to the card company then.
Etsy Payments
- Find the email Etsy sent about this chargeback.
- Reply with the letter and the files below, as that email asks.
- Keep a copy of what you sent.
Etsy’s email gives the time frame to reply; Etsy passes your information to the bank.
Common mistakes
- Not showing that the checkout said, clearly, that the payment would recur.
- Not searching your inbox and support tools for a cancellation request before replying.
- Leaving out your cancellation policy and where the customer could see it.
- Keeping the subscription running while the dispute is open, which invites another one.
Deadline reminder
Submit before the deadline on your dispute notice: late responses lose automatically.
Your processor sets its own response date, which is usually earlier than the bank's. Use the date on your dispute notice, not one you've read online.
Write your Mastercard 4841 letter free
Opens the generator with Mastercard and 4841 already selected. Nothing you type leaves your browser.
Write your letter freeFAQ
What if they did ask to cancel and we missed it?
Then the fair thing is to accept the dispute and cancel the subscription. Fixing how cancellation requests reach you will prevent the next one.
Do I need to show they agreed to recurring billing?
Yes. A screenshot of the checkout showing the recurring terms, with the date they signed up, is the core of the response.
Should I cancel their subscription now?
Usually yes. Another charge while the dispute is open is likely to lead to another dispute.
Is Mastercard 4841 the same as other “cancelled recurring payment” codes?
Other networks have their own codes for the same kind of dispute. The evidence is similar, but always use the exact code on your dispute notice (Mastercard 4841 here).
Related guides
This guide is general information, not legal advice. It can't guarantee an outcome. Networks revise their reason codes, so always follow the code and deadline on your processor's dispute notice.