What is MATCH reason code 4 – Excessive Chargebacks?

MATCH reason code 4 is assigned when a merchant's chargeback ratio or volume exceeds Mastercard's defined thresholds. It is the most common reason code and indicates the merchant posed an unacceptable chargeback risk to the acquirer.

Can I be removed from MATCH for excessive chargebacks?

Yes. The PSP or acquirer that listed you can submit a MATCH removal request to Mastercard if they are satisfied that you have addressed the root cause of the high chargeback rate. You need to provide a credible, documented case showing what changed and why it won't recur.

What do I need to show to get removed from MATCH for chargebacks?

You need to demonstrate: the root cause of the elevated chargeback rate, specific corrective actions taken (improved customer service, clearer policies, better fraud controls, revised product/service descriptions), supporting data showing improvement, and a credible case for non-recurrence.

MATCH list removal / Excessive chargebacks (code 4)

MATCH list removal for excessive chargebacks

Excessive chargebacks (MATCH reason code 4) is the most common reason merchants are added to the MATCH list. If your chargeback ratio or volume crossed Mastercard's thresholds, your acquirer was required to list you. Here is what removal requires and how to approach your PSP.

What is MATCH reason code 4?

MATCH code 4 — Excessive Chargebacks — is triggered when a merchant's chargeback ratio or total chargeback count exceeds Mastercard's defined limits over a given period. Mastercard sets specific thresholds (ratio and volume), and when both are breached, the acquirer is obligated to file a MATCH listing.

Common underlying causes of code 4 listings include high dispute rates due to unclear product descriptions, poor customer service, delivery issues, subscription billing confusion, or fraud. The root cause shapes what your removal request needs to address. See the full definition in our MATCH code 4 detail page.

Why code 4 is the most common MATCH reason

Chargebacks are one of the most visible and measurable risks acquirers face. Mastercard actively monitors chargeback ratios across its network, and acquirers are required to act—including MATCH filing—when merchants breach thresholds. Industries with higher natural dispute rates (travel, digital goods, subscriptions, high-ticket retail) are particularly exposed.

Because code 4 is so common, acquirer risk teams have well-established criteria for reviewing removal requests. Generic or vague submissions are quickly set aside; specific, evidence-backed requests perform better.

What your removal request needs to show

A successful removal request for code 4 must address three areas:

1. Root cause

What specifically caused the chargeback rate to breach the threshold? Be honest and precise. Common causes include:

Misleading product descriptions or checkout flow causing “did not authorise” disputes.
Subscription billing that customers disputed as unexpected.
Fulfilment or delivery failures leading to “item not received” disputes.
Inadequate fraud controls allowing fraudulent transactions to be processed.
Poor or delayed customer service pushing customers to dispute rather than refund.

2. Corrective actions

What did you change? Risk teams want concrete, implemented changes—not promises. Examples:

Revised checkout flow with clearer billing descriptor and cancellation process.
Implemented 3D Secure (3DS) authentication to reduce unauthorised disputes.
Added proactive customer contact before subscription renewals.
Improved fulfilment tracking and updated customers at each stage.
Deployed fraud screening tools (velocity checks, AVS, CVV) to reduce fraudulent transactions.
Created a dedicated refund team to handle complaints before they escalate to disputes.

3. Evidence and non-recurrence

Support your corrective actions with evidence: updated policies, screenshots, compliance documents, chargeback rate data showing improvement, or third-party verification. Then explain why, operationally, the rate cannot breach thresholds again.

How we help

Our wizard guides you through each of these areas with targeted questions. We then draft a professionally structured removal request addressed to your PSP's risk team, using the same language and criteria that acquirer compliance teams use. The PSP reviews and, if satisfied, submits a removal request to Mastercard.

Start your removal request. See also why we cannot guarantee removal—the outcome is determined by the PSP and Mastercard.

Frequently asked questions

What is MATCH reason code 4 – Excessive Chargebacks?: Code 4 is assigned when a merchant's chargeback ratio or count exceeds Mastercard's defined thresholds. It is the most common MATCH listing reason and indicates an unacceptable chargeback risk.
Can I be removed from MATCH for excessive chargebacks?: Yes. The PSP that listed you can request removal from Mastercard if you provide a credible, documented case showing the root cause has been addressed.
What do I need to show to get removed for chargebacks?: Root cause of the elevated rate, specific implemented corrective actions, supporting evidence, and a credible operational case for non-recurrence.