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Everything You
Need to Know
in One Place
When you’re dealing with a dispute, it’s easy to
feel like you’re on your own. The process can be
complicated, but this guide can help support your
business every step of the way.
By bringing together all the tools and information
you need, we want to help make responding to
Inquiries and preventing Chargebacks as simple
as possible. That way, you can spend less time
worrying about disputes and more time focusing
on your business.
3
Mapping Out the Dispute Process ..........4
Best Practices to Help Avoid Disputes
.....5
Industry-Specific Tips for Preventing ......6
Disputes
Responding to Disputes with ...............7
Confiden e
How to Manage Disputes Online
...........8
Tap into the Tools to Help Fight Fraud
.....10
Stay up to Date on Ways to ................11
Prevent Disputes
Inquiry Codes
.............................13
004 Not Received ........................14
021 Canceled .............................15
024 Damaged / Defective ................16
059 Damaged / Defective ................17
062 Credit Posted As Charge ............18
063 Dissatisfie ..........................19
127 No Knowledge ....................... 20
154 Canceled .............................21
155 Not Received ........................ 22
158 Return ............................... 23
173 Duplicate/Multiple Billing ........... 24
175 Requests Credit ..................... 25
176 No Knowledge ....................... 26
193 Fraud . . . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . 27
680 Overcharge.........................28
684 Paid Direc
t.
.........................29
691 Signed supp
ort and/or ...............30
Itemization
693 Vehicle Rental and . . . . . . . . . . . . . . . . 31
capital damages
Chargeback Codes .......................33
A01 Charge amount exceeds ............34
authorization amount
A02 No valid authorization ..............36
A08 Authorization approval expired ....37
C02 Credit not processed ...............38
Chargeback Codes (continued)
C04 Goods/services
returned ...............39
or refused
C05 Goods/services canceled ..............40
C08 Goods/services not received . .........41
or only partially received
C14 Paid by other
means ....................43
C18 “No show” or CARDeposit ..............44
canceled
C28 Canceled recurring billing ..............45
C31 Goods/services not as described ......47
C32 Goods/services damaged ..............48
or defective
M10 Vehicle rental — capital damages .......49
F10 Missing imprint ...........................50
F14 Multiple ROC’s ............................51
F24 No Card Member authorization ........52
F29 Card Not Present ....................
...53
F30 EMV Counterfeit ........................56
F31 EMV lost/stolen/non-received ..........57
R03 Insufficient reply ........................58
R13 No reply ..................................59
M01 Chargeback authorization ..............60
P01 Unassigned Card number . .............61
P03 Credit processed as charge ............62
P04 Charge processed as credit ............63
P05 Incorrect charge amount ...............64
P07 Late submission .........................65
P08 Duplicate charge ........................66
P22 Non-matching Card number ...........67
P23 Currency discrepancy ..................68
FR2 Fraud Full Recourse Program ..........69
FR4 Immediate Chargeback Program .......70
FR6 Partial Immediate Chargeback . ........71
Program
Click a title below to jump to the corresponding page.
Table of Contents
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Mapping Out the Dispute Process
Case Resolved
If your reply
addresses the
dispute successfully
and on time,
there won’t be a
Chargeback.
Chargeback
If you don’t reply
in time or with
the requested
documentation,
your account will
be debited.
A Charge is Disputed
*
We’ll work directly with the Card Member and try to resolve the case before reaching out to you.
If more information is needed, you’ll either receive an Inquiry or a Chargeback.
Once you hear from us, you’ll
have 20 days to respond.
Be sure to send your supporting
documents before the deadline.
Once you hear from us, you’ll
have 20 days to respond.
This is your chance to send
supporting documents that
might reverse the Chargeback.
Reversal
If your reply
addresses the
dispute successfully
and on time,
we’ll undo the
Chargeback.
Chargeback
Stands
If you don’t reply
in time or with
the requested
documentation, the
Chargeback will stand.
Have more questions? To learn more about handling and preventing disputes, visit
americanexpress.com/managedisputes
Card Members can dispute a charge for lots of reasons. Whether it’s because they think they were
charged twice, they disagree with the amount, they don’t recognize the charge on their billing
statement, or they didn’t receive the goods or services — this step-by-step fl wchart can help make
the process clearer for you, so you know what to expect the next time it happens.
* Card Members have up to 120 days from the transaction date to dispute the charge except for these disputes categories: 1. Goods/services
not received. 2. Goods/services returned/canceled. 3. Redisputes. In these instances, the time frame can extend accordingly.
Inquiry
If we can’t figu e it out using the info we
already have, we’ll ask you for help.
Upfront Chargeback
If the Card Member gives enough info,
we may debit your account upfront.
20 20
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Best Practices to Help Avoid Disputes
Clear Billing Statement Details
Make sure the Card Members can recognize your charges.
• Contact your processor to make sure your business name as it appears
on Card Member statements is accurate and familiar to your customers.
• Have your customer service phone number also appear on the Card
Member’s statement in case they have any questions about the charge.
At the Time of Purchase
Help avoid Chargebacks at the time of purchase with these three
easy steps.
1 Provide written cancellation, return, refund, and special terms policies
at time of purchase.
2 Keep a record of consent and proof of delivery for orders that
have shipped.
3
Notify Card Members of the expected delivery date for items that will
be shipped.
Your Practices and Policies
Make sure your policies and processes work in your favor by complying
with Network policies.
• Process and submit credits due as soon as possible.
• Wait to submit charges until the goods are shipped.
• Cancel recurring payments immediately when you receive a request
to discontinue them.
Fraud Prevention
Fraudulent payments can lead to disputes too. Here are some ways to
help prevent fraud.
• Check for ID during all face-to-face transactions.
• Obtain a valid authorization code.
• Obtain imprint for keyed transactions or key CID.
From the Point of Sale to the back oce, there are a lot of things you can do to help prevent
disputes before they happen.
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Industry-Specic Tips for Preventing Disputes
Obtain the Card Member’s
s
ignature for all charges and get
additional authorization for bills
exceeding a 20% gratuity.
Deduct complimentary or
undelivered items before
submitting the fi al charge
Double check gratuities for math
errors before processing them.
To see more restaurant
tips, view our Restaurant
tips sheet.
Disclose
terms of billing
and cancellation clearly
and prominently before
the Card Member completes
the purchase.
Send confirmation emails
outlining the frequency
of payments, cancellation
policy, process, and
contractual time frames.
Send reminders for upcoming
payments and notify Card
Members of any changes.
To see more recur bill
tips, view our Recur Bill
tips sheet.
Restaurant Tips Lodging Tips
Be upfront with your
customers about rates,
costs, fees, and policies.
Always send a confirmation
with dates, times, and prices
during booking.
Submit all Mobile Check-In
charges under the “Card Not
Present” and “Card Member
Not Present” codes in the
Technical Specifications.
To see more lodging tips,
view our Lodging tips sheet.
Recur Billing
Every business is dierent, but disputes can happen to anyone. Here’s how to make sure
you’re doing what’s right to help protect your business from disputes.
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Responding to Disputes with Condence
With the right documents, materials, and preparation, the disputes process can be
simple and hassle-free.
Just keep these three steps in mind the next time you receive a dispute:
Respond Quickly
Timing is key. Remember that you have 20 days to
respond to an Inquiry or Chargeback with supporting
documents.
1
2
3
Submit Documents
Your supporting documents should include a copy of
the charge record or credit record. It’s important that
you review the entire claim and address the specific
dispute reason with the documents you send.
Provide Explanation
Give a clear overview of the documents you’re submitting,
address the specific dispute reason, provide any changes
made to the original purchase/agreement, and explain the
steps you’ve taken to resolve the dispute.
20
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How to Manage Disputes Online
Merchant Account Benefits
Your online account can help you save time and stay on top of disputes with these benefits:
Getting Started
Creating your online account is easy. Just follow these four steps:
Email Alerts
Stay on top of deadlines with email notifications for up to 4 dispute
categories: new Inquiries, new Chargebacks, case updates, and
urgent cases.
Instant Access
Manage multiple disputes quicker with details, deadlines, and response
options all in one place.
Quick and Easy Responses
Respond online and upload supporting documents right from
your computer.
Increased Visibility
Customize views and reports to more eectively track the status of
each dispute through the whole process.
1
Enter your business zip code and Merchant Account Number.
2 Create a User ID, set your password, and add your contact information.
3 Select Disputes as one of your Online Access Options. You’ll need your business’s
bank account information to complete this step.
4 After completing your registration (Steps 1-3), you’re ready to manage disputes online.
The best way to respond to a dispute is online with your Merchant Account. Here’s what
to expect once you get set up:
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How to Manage Disputes Online (continued)
Online Tools
If you have questions, we’re here to help with these additional resources.
Managing Disputes Oine
If needed, you can fax or mail a claim form including the Inquiry case number (or the
initial Inquiry letter) and the Merchant number. Be sure to include the Inquiry number
and Merchant number on each page of your submission.
WalkMe Tutorials
Learn how the site works with interactive
instructions that walk you through
common tasks step by step.
Live Chat
Click “Chat With Us” within the
“Need Help?” menu to start a real-time
conversation with a Customer Care
Professional. Live Chat is available
every day, 8am–6:30pm ET.
For non-fraud related disputes:
MAIL
American Express Credit Card Account
Customer Service Department
PO Box 981532
El Paso, TX 79998
FAX
623-444-3000
For fraud related disputes:
(Overnight/Signature Required):
MAIL
American Express Datamark, Inc.
43 Butterfield Circle
El Paso, TX 79906-5202
FAX
623-444-3003
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Tap Into the Tools to Help Fight Fraud
Fraud is a costly and unfortunate reality for any business that accepts credit cards. However,
there are several ways you can help protect yourself against it. These industry-leading tools
can help protect your business and your bottom line by making transactions more secure.
Analyzes additional key
data elements to enhance
the fraud risk assessment.
Uses 3D Secure technology
to help authenticate
online transactions
without compromising
user experience.
Creates a secure payment
method using tokenization
to replace card account
numbers for online and
mobile transactions.
Oers a suite of
comprehensive fraud
prevention and Chargeback
management solutions.
Provides mobile device
authentication to deal
with fraud across all
digital channels.
Helps verify billing name,
address, and phone
verification through an
easy-to-access online portal.
Enhanced Authorization
Accertify
SafeKey
InAuth
Token Services
Verify-It
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Stay up to Date on Ways to Prevent Disputes
The more you know about disputes the less time you’ll spend dealing with them. Here are
a few resources we’ve put together to help you learn more about disputes and keep up
with all we’re doing to help you prevent them.
Get advice from industry experts
to help answer questions and
concerns about disputes.
Keep our industry-specifi guides
on hand for easy reference.
See the changes American Express
is making to help protect your
business, even after the transaction
is over.
Watch quick videos about
disputes and fraud to get tips
in two minutes or less.
Webinars
One-pagers Updated Policies
Videos
You can find these solutions and more on our Disputes Education Center webpage at
americanexpress.com/managedisputes.
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Inquiry Codes
004 Not Received
021 Canceled
024 Damaged/ Defective
059 Damaged/ Defective
062 Credit Posted As Charge
063 Dissatisfied
127 No Knowledge
154 Canceled
155 Not Received
158 Return
173 Duplicate/Multiple Billing
175 Requests Credit
176 No Knowledge
193 Fraud
680 Overcharge
684 Paid Direct
691 Signed support and/or Itemization
You’ll receive an Inquiry notification if a Card Member disputes a charge from your
business and we cannot resolve it using the documents we have on file. To help avoid
a “No reply” or “Insucient reply” Chargeback, respond within 20 days with the
suggested documents
693
Vehicle Rental and capital damages
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Why Did I Get This Notification?
The Card Member has requested the delivery of an item(s) or service(s) that was charged
but not received.
What Caused the Dispute?
•
Full or partial services were not provided
or all goods/merchandise not sent or
picked up, or
•
Full or partial services were not provided
or all goods/merchandise were not
received by the agreed upon date/time, or
•
All goods/merchandise were not sent
to the address specified by the Card
Member, or
•
A portion of goods/services were
not received making the entire order
unusable/unacceptable, or
•
The goods/services ordered were
canceled by your establishment and
credit was not issued or received as
expected or promised, or
•
Card Member expected or was promised
a refund for goods/services not fully
received but credit was not issued/
received.
How Should I Respond?
Please provide the service, ship the order, or provide proof of delivery/services rendered.
• Set expectations with the customer by
providing realistic delivery dates to avoid
prematurely disputed charges.
•
Ensure goods/services are provided or
delivered by the agreed upon date/time/
location.
•
Notify Card Members if there is delay in
delivering goods/services or of expected
delivery dates if goods are out-of-stock.
•
When shipping goods, always confirm and
ship to the full billing address specified
by the Card Member and request proof of
delivery on all items.
•
Submit charges only after goods and
services have been provided or shipped.
•
Do not submit charges for back-ordered
items.
•
Issue refunds within 24-28 hours of being
notified that goods/services were not
received
•
Get a signature for in-store pickups.
How Do I Avoid This Dispute in the Future?
Inquiry Code: 004
Not Received
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Why Did I Get This Notification?
The Card Member claims the item(s)/ service(s) was canceled/expired, or the Card
Member has been unsuccessful in an attempt to cancel the item(s)/service(s).
What Caused the Dispute?
•
Cancellation of goods/services ordered
has not yet been processed, or
•
Card Member expected or was promised
a refund for goods/services canceled but
credit was not issued/received, or
•
Card Member was billed before the credit
was posted to their statement, or
•
Card Member does not understand your
cancellation, return, or refund policy, or
•
Card member does not understand your
billing process and/or automatic billing /
automatic renewal terms, or
•
Cancellation occurred after the automatic
renewal of services or automatic renewal
of weekly/monthly/annual shipments of
goods, or
•
Card Member unsuccessfully attempted
to cancel goods/services (either
cancelable or non-cancelable), or
•
Cancellation of service was not processed
timely resulting in a charge that was
processed after the Card Member
canceled, or
•
Card Member refused or returned
shipment of goods.
How Should I Respond?
Please issue a credit, or provide copy of your cancellation policy, an explanation of your
procedures for disclosing it to the Card Member (i.e. signed contract/Terms & Conditions,
‘I accept’ proof for online acceptance, proof that acceptance of the policy is part of the
purchase path), and details explaining how the Card Member did not follow the cancellation.
• Always post your cancellation, return and
refund policies where they can be seen
prior to the transaction (e.g., near the
register or on online checkout pages).
•
Always advise the Card Member of the
cancellation policy at the time of the
reservation/order.
•
Before completing the purchase, have
Card Member ‘accept’ your terms/
conditions and policies.
•
Immediately process cancellation
requests.
•
Submit the credit on the same day a
cancellation request is received or inform
the Card Member of the approximate date
you will be issuing credit.
•
Always provide the Card Member with a
cancellation number or confirmation.
•
For recurring billing, ensure all pipeline
and future billings are canceled upon
request.
•
For Lodging merchants, log all
confirmation/cancellation numbers as
required by the Assured Reservation and
CARDeposit programs.
How Do I Avoid This Dispute in the Future?
Inquiry Code: 021
Canceled
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Why Did I Get This Notification?
The Card Member claims the order arrived damaged or defective and requests return
authorization.
What Caused the Dispute?
•
Goods/merchandise arrived in a damaged
or defective state and/or make the entire
order unusable/unacceptable, or
•
Card Member does not understand your
policies for damaged or defective goods
received, or
•
Card Member expected or was promised a
refund for damaged/defective goods but
credit was not issued/received.
How Should I Respond?
If a return is not permitted, please provide a copy of your return or refund policy.
• Always post your return and refund
policies where they can be seen prior to
the transaction (e.g., near the register or
on online checkout pages).
•
Always advise the Card Member of your
return and refund policy at the time of
the order.
•
Before completing the purchase, have
Card Member ‘accept’ your terms/
conditions and policies.
•
Ensure goods/merchandise are securely
packaged to minimize damages that may
occur during shipment/delivery.
•
Promptly rectify/resolve claims involving
damages or defective goods/merchandise
and provide return authorization if
purchase terms/policy permits.
•
Promptly issue credit or replacement, or
inform Card Member of the approximate
date you will be issuing credit or providing
a replacement.
How Do I Avoid This Dispute in the Future?
Inquiry Code: 024
Damaged/Defective
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Why Did I Get This Notification?
The Card Member has requested the repair or replacement of an order that was damaged
or defective.
What Caused the Dispute?
•
Goods/merchandise arrived in a damaged
or defective state and/or make the entire
order unusable/unacceptable, or
•
Credit, replacement or repair was
not issued or received as expected or
promised, or
•
Card Member does not understand your
policies for damaged or defective goods
received.
How Should I Respond?
Please provide return instructions and make the appropriate repairs, or provide a copy of
your return/replacement policy and explain why the order cannot be repaired/replaced.
• Always post your return and refund
policies where they can be seen prior to
the transaction (e.g., near the register or
on online checkout pages).
•
Always advise the Card Member of your
return and refund policy at the time of
the order.
•
Before completing the purchase, have
Card Member ‘accept’ your terms/
conditions and policies.
•
Ensure goods/merchandise are securely
packaged to minimize damages that may
occur during shipment/delivery.
•
Promptly rectify/resolve claims involving
damages or defective goods/merchandise
and provide return authorization if
purchase terms/policy permits.
•
Promptly issue credit or replacement, or
inform Card Member of the approximate
date you will be issuing credit or providing
a replacement.
How Do I Avoid This Dispute in the Future?
Inquiry Code: 059
Damaged/Defective
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Why Did I Get This Notification?
The Card Member claims the referenced charge should have been submitted as a credit.
What Caused the Dispute?
•
Record of charge was erroneously
submitted and received as a ‘debit’ instead
of a ‘credit’, and
•
A correction or osetting credit(s) were
not issued or received as expected or
promised.
How Should I Respond?
Please issue a credit, or provide support and itemization for the charge and an explanation
of why credit is not due.
• Review all receipts to ensure credits are
accurately submitted as credits.
•
Process a correction or osetting credit(s)
as soon as you detect or are notified of the
billing error.
How Do I Avoid This Dispute in the Future?
Inquiry Code: 062
Credit Posted As Charge
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Why Did I Get This Notification?
The Card Member has requested replacement for an item(s)/service(s) that was not
as your business described, or credit for the item(s)/service(s) as the Card Member is
dissatisfied with the quality.
What Caused the Dispute?
•
The goods/services provided or received
dier from what was described and/or
agreed upon at time of purchase, or
•
The quality of the goods/services
provided or received are inferior to what
was described and/or agreed upon at time
of purchase, or
•
Card Member expected or was promised a
refund but credit was not issued/received.
How Should I Respond?
Please replace the item or issue credit for the item(s)/service(s), or proof that a credit has
been issued.
• Ensure the exact goods/merchandise or
services ordered are provided/sent.
•
Provide detailed item descriptions on
invoices and in online order confirmations
and contracts.
•
Clearly and prominently display contact
information and instructions in the event
goods/services are not provided as
stated.
•
Promptly rectify/resolve claims or
grievances raised by Card Members.
•
Promptly issue credit or replacement, or
inform Card Member of the approximate
date you will be issuing credit or providing
a replacement, where applicable.
How Do I Avoid This Dispute in the Future?
Inquiry Code: 063
Dissatisfied
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Why Did I Get This Notification?
The Card Member does not recognize the charge.
What Caused the Dispute?
•
Automatic renewal of services/
subscription or automatic renewal of
weekly/monthly/annual shipments of
goods, or
•
Automatic Recurring billings that begin
after free trial period, or
•
Charges initiated by supplemental Card
holders or family members, or
•
Charge descriptor refl cts a business
name, a physical/fulfillment location and/
or a purchase type that the Card Member
does not recognize or associate with or
correspond to the purchase/charge.
How Should I Respond?
Please provide support and itemization. In addition, if the charge relates to items that
were shipped, please include proof of delivery with the full delivery address. If this
documentation is not available, please issue a credit.
• Maintain consistent information on your
billing descriptor and include your “doing
business as” name and physical location
or website, so Card Members recognize
your business charges on their statement.
•
Provide your Customer Service phone
number in the billing descriptor so Card
Members can contact you directly.
• Submit charge descriptors that clearly
describe and correspond to the purchase;
avoid generic descriptors when possible.
•
Add “no show”, “advanced deposit” or
“installment #__” to the charge descriptor,
where applicable.
How Do I Avoid This Dispute in the Future?
Inquiry Code: 127
No Knowledge
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Why Did I Get This Notification?
The Card Member claims the item(s)/ service(s) was canceled and/or refused.
How Should I Respond?
Please issue a credit, or provide proof of delivery, proof that the Card Member was made
aware of your cancellation policy and explain why credit is not due.
•
Always post your cancellation, return and
refund policies where they can be seen
prior to the transaction (e.g., near the
register or on online checkout pages).
•
Always advise the Card Member of the
cancellation policy at the time of the
reservation/order.
•
Before completing the purchase,
have Card Member ‘accept’ your
termsconditions and policies.
•
Immediately process cancellation
requests.
•
Submit the credit on the same day a
cancellation request is received or inform
the Card Member of the approximate date
you will be issuing credit.
•
Always provide the Card Member with a
cancellation number or confirmation.
•
For recurring billing, ensure all pipeline
and future billings are canceled upon
request.
•
For Lodging merchants, log all
confirmation/cancellation numbers as
required by the Assured Reservation and
CARDeposit programs.
How Do I Avoid This Dispute in the Future?
What Caused the Dispute?
•
Cancellation of goods/services ordered
has not yet been processed, or
•
Card Member expected or was promised
a refund for goods/services canceled
and/or refused but credit was not issued/
received, or
•
Card Member was billed before the credit
was posted to their statement, or
•
Card Member does not understand your
cancellation, return, or refund policy, or
•
Card member does not understand your
billing process and/or automatic billing /
automatic renewal terms, or
•
Cancellation occurred after the automatic
renewal of services/subscription or
automatic renewal of weekly/monthly/
annual shipments of goods, or
•
Card Member unsuccessfully attempted
to cancel goods/services (either
cancelable or non-cancelable), or
•
Cancellation of service was not processed
timely resulting in a charge that was
processed after the Card Member
canceled, or
•
Card Member refused or returned
shipment of goods.
Inquiry Code: 154
Canceled
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Why Did I Get This Notification?
The Card Member has requested credit for an item(s)/service(s) that was not received.
What Caused the Dispute?
•
Full or partial services were not provided
or all goods/merchandise not sent or
picked up, or
•
Full or partial services were not provided
or all goods/merchandise were not
received by the agreed upon date/time, or
•
All goods/merchandise were not sent
to the address specified by the Card
Member, or
•
A portion of goods/services were
not received making the entire order
unusable/unacceptable, or
•
The goods/services ordered were
canceled by your establishment and
credit was not issued or received as
expected or promised, or
•
Card Member expected or was promised
a refund for goods/services not fully
received but credit was not issued/
received.
How Should I Respond?
Please issue a credit, or provide proof of delivery or a copy of the signed purchase
agreement indicating the cancellation policy and explain why credit is not due.
• Set expectations with the customer by
providing realistic delivery dates to avoid
prematurely disputed charges.
•
Ensure goods/services are provided or
delivered by the agreed upon date/time/
location.
•
Notify Card Members if there is delay in
delivering goods/services or of expected
delivery dates if goods are out-of-stock.
•
When shipping goods, always confirm and
ship to the full billing address specified
by the Card Member and request proof of
delivery on all items.
•
Submit charges only after goods and
services have been provided or shipped.
•
Do not submit charges for back-ordered
items.
•
Issue refunds within 24-28 hours of being
notified that goods/services were not
received
•
Get a signature for in-store pickups.
How Do I Avoid This Dispute in the Future?
Inquiry Code: 155
Not Received
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Why Did I Get This Notification?
The Card Member has requested credit for an item(s) that was returned to your business.
What Caused the Dispute?
•
Card Member expected or was promised a
refund for item/s returned but credit was
not issued/received, or
•
Card Member was billed before Credit was
posted to their statement, or
•
Card Member does not understand your
return or refund policy.
How Should I Respond?
Please issue a credit, or provide a copy of your return policy and explain why credit is
not due.
• Always post your return and refund
policies where they can be seen prior to
the transaction (e.g., near the register or
on online checkout pages).
•
Always advise the Card Member of
the return policy at the time of the
reservation/order.
•
Process and submit return credit
immediately after receiving goods.
How Do I Avoid This Dispute in the Future?
Inquiry Code: 158
Return
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Why Did I Get This Notification?
The Card Member has requested credit for a duplicate billing.
What Caused the Dispute?
•
A correction or osetting credit was not
issued or received for a duplicate file/
transaction submission processed, or
•
Transaction details (date, amount,
descriptors, etc.) for each disputed charge
are identical or similar, or
•
Card Member claims only one (1) purchase
was made and only one (1) charge is valid, or
•
Card Member claims their online purchase
was not completed or failed (e.g., technical
issues) and later made a new purchase
that successfully accepted/completed, or
•
Card Member is not aware of, or does
not remember weekly/monthly recurring
billings and believes the charge is a
duplicate.
How Should I Respond?
Please issue a credit, or provide support and itemization of both charges and explain why
credit is not due.
• Check to see if a failed charge has been
processed before charging again.
•
Review all receipts to check if the Card
Member has been billed twice.
•
Process a correction or osetting credit(s)
as soon as you detect or are notified of the
billing error.
How Do I Avoid This Dispute in the Future?
Inquiry Code: 173
Duplicate/Multiple Billing
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Why Did I Get This Notification?
The Card Member claims that a credit was expected but has not appeared on
his/her account.
What Caused the Dispute?
Credit was not issued or received as expected or promised (reason/s may vary).
How Should I Respond?
Please issue a credit, or provide support for the charge and explain why credit is not due.
Immediately process credits due or promised the same day or inform Card Member of
the approximate date you will be issuing credit.
How Do I Avoid This Dispute in the Future?
Inquiry Code: 175
Requests Credit
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Why Did I Get This Notification?
The Card Member does not recognize the referenced Card Not Present charge(s).
What Caused the Dispute?
Charge descriptor refl cts a business name, a physical/fulfillment location and/or a
purchase type that the Card Member does not recognize or associate with or correspond
to the purchase/charge.
How Should I Respond?
Please issue a credit, or provide signed support and itemization and explain why credit is
not due.
• Maintain consistent information on your
billing descriptor and include your “doing
business as” name and physical location
or website, so Card Members recognize
your business charges on their statement.
•
Provide your Customer Service phone
number in the billing descriptor so Card
Members can contact you directly.
•
Submit charge descriptors that clearly
describe and correspond to the purchase;
avoid generic descriptors when possible.
•
Add “no show”, “advanced deposit” or
“installment #__” to the charge descriptor,
where applicable.
•
Ensure you have express consent from
the Card Member to bill for the specific
goods/services.
•
Retain documentation that ties the Card
Member’s billing consent to the specific
goods/services and terms of billing.
•
For tools and tips to prevent fraud, visit
americanexpress.com/fraudinfo.
How Do I Avoid This Dispute in the Future?
Inquiry Code: 176
No Knowledge
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Why Did I Get This Notification?
The Card Member claims the referenced charge is fraudulent.
What Caused the Dispute?
•
Card Member’s Card or Card number has
been compromised and used fraudulently
by someone other than Card Member, or
•
Card Member’s Card was lost/stolen or
not in Card Member’s possession and was
used fraudulently by someone other than
Card Member.
How Should I Respond?
FOR A CARD PRESENT CHARGE:
• Provide a copy of the charge record and
an imprint of the Card, if available.
FOR A CARD NOT PRESENT CHARGE:
• Provide a copy of the charge record (or
substitute charge record), any contracts
or other details associated with the
purchase, and proof of delivery (when
applicable) with the full shipping address.
FOR CARD PRESENT TRANSACTIONS:
• Ensure POS system is EMV/Chip enabled,
where possible.
•
Check ID during all face-to-face
transactions, especially high dollar
amounts.
•
Obtain a valid authorization code and
imprint for keyed transactions or key CID.
FOR CARD NOT PRESENT TRANSACTIONS:
• Ensure you have express consent from
the Card Member to bill for the specific
goods/services.
•
Retain documentation that ties the Card
Member’s billing consent to the specific
goods/services and terms of billing.
How Do I Avoid This Dispute in the Future?
Inquiry Code: 193
Fraud
For tools and tips to prevent fraud, visit americanexpress.com/fraudinfo.
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Why Did I Get This Notification?
The Card Member claims the charge amount you submitted diers from the amount the
Card Member agreed to pay.
What Caused the Dispute?
•
An incorrect amount was erroneously
submitted and a correction credit was not
issued, or
•
Charge amount was greater than Card
Member expected (e.g., due to addition
error, shipping or handling fee, taxes,
delayed charges, restocking fee, etc.), or
•
Charge amount is greater than Card
Member recalls or agreed to pay for the
goods/services purchased, or
•
Credit was less than Card Member
expected (e.g., credit included a deduction
from the original charge amount for a
cancellation/change fee, restocking fee,
fuel refilling fee or late vehicle return, etc.).
How Should I Respond?
Please issue a credit or explain why credit is not due.
• Check that the amount charged is the
same as the amount agreed upon with
the Card Member before processing the
charge.
•
Process a correction or osetting credit(s)
as soon as you detect or are notified of the
billing error.
How Do I Avoid This Dispute in the Future?
Inquiry Code: 680
Overcharge
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Why Did I Get This Notification?
The Card Member claims this charge was paid for with another form of payment.
What Caused the Dispute?
•
Charge was billed to a Card number on
file instead of the method provided for
payment at the time goods/services were
provided, or
•
Credit was not issued or received for the
duplicate payment made by Card Member
in the disputed charge/amount, or
•
Charge was paid for by another Card
holder/person/guest/passenger, or
•
Card Member expected the disputed
amount to be paid for by a third party
(i.e. insurance related reimbursements
for CDW costs or rental coverage while
Card Member vehicle damage is being
repaired).
How Should I Respond?
Please issue a credit, or provide proof that the Card Member’s payment by other means
was not related to the disputed charge or that you have no record of the Card Member’s
other payment.
• Check all payment(s) received for the
charge and ensure the correct form of
payment is processed or billed.
•
Process a correction or osetting credit(s)
as soon as you detect or are notified of the
billing error.
How Do I Avoid This Dispute in the Future?
Inquiry Code: 684
Paid Direct
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Why Did I Get This Notification?
The Card Member is not disputing the charge(s), but is requesting support and itemization.
What Caused the Dispute?
•
Card Member does not deny making the
charge, but requests a receipt, invoice,
itemization or more information about the
charge, or
•
Card Member requests a receipt or
invoice with itemization or details about
the purchase.
How Should I Respond?
Please provide the requested documentation.
Provide a physical or digital itemized receipt/invoice to Card Members at time of purchase
or when requested, via email, in-person, or other channels (e.g., via your website, account
login, etc.).
How Do I Avoid This Dispute in the Future?
Inquiry Code: 691
Signed support and/or Itemization
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Why Did I Get This Notification?
Card Member has questioned the charge for damages/theft or loss.
What Caused the Dispute?
• The Card Member claims they are not
responsible for some or all of the
damage, or
• The amount billed is different from the
amount the Card Member agreed to
pay,
or
• The Card Member claims they were
covered under the Collision Damage
Waiver offered by the rental car agency,
or
• The amount of damages billed does not
match the amount of the repair
itemization.
How Do I Avoid This Dispute in the Future?
Inquiry Code: 693
Vehicle Rental and capital damages
• Obtain the Card Member’s
acknowledgment of responsibility for
the damages.
• Provide a written repair estimate and
consent to bill the Card before
submitting the charge.
• If the final repair bill exceeds the estimate
by more than 15%, obtain a new consent
to bill from the Card Member.
How Should I Respond?
Please issue a credit, or provide a copy of the following documentation:
• itemized rental agreement,
• itemized documentation to support
the c
harge,
• proof that the Card Member agreed in
writing to accept responsibility for the
charge, and
• proof that the Card Member agreed in
writing to select American Express as
the payment method for the charge.
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Chargeback Codes
AUTHORIZATION
A01 Charge amount exceeds
authorization amount
A02 No valid authorization
A08 Authorization approval expired
CARD MEMBER DISPUTES
C02
C04
C05
C08
C14
C18
C28
C31
C32
M10
M49
FRAUD
F10
F24
F29
F30
F31
Credit not processed
Goods/services returned
or refused
Goods/services canceled
Goods/services not received
or only partially received
Paid by other means
“No show” or CARDeposit
canceled
Canceled recurring billing
Goods/services not as described
Goods/services damaged
or defective
Vehicle rental — capital damages
Vehicle rental — theft or loss of use
Missing imprint
Multiple ROC's
No Card Member authorization
Card Not Present
EMV Counterfeit
EMV lost/stolen/non-received
INQUIRY/MISCELLANEOUS
R03 Insucient reply
R13 No reply
M01 Chargeback authorization
PROCESSING ERRORS
P01 Unassigned Card number
P03 Credit processed as charge
P04 Charge processed as credit
P05 Incorrect charge amount
P07 Late submission
P08 Duplicate charge
P22 Non-matching Card number
P23 Currency discrepancy
CHARGEBACK PROGRAMS
FR2 Fraud Full Recourse Program
FR4 Immediate Chargeback Program
FR6 Partial Immediate Chargeback
Program
If we charge back your account, for any reason, you can use this section to learn more
about what actions you can take. Remember to always respond within 20 days.
F14
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Why Did I Get This Notification?
The amount of the authorization approval was less than the amount of the charge you
submitted.
How Should I Respond?
• Proof that a valid authorization approval
was obtained for the full amount of the
charge in accordance with the Agreement
unless exceptions apply, or
• Proof that a credit which directly osets
the disputed charge has already been
processed.
CONTINUED ON NEXT PAGE >
How Do I Avoid This Dispute in the Future?
What Caused the Dispute?
•
Additional charges/fees were added to
the charge amount after authorization
approval was received, or
•
The cruise line, lodging, or vehicle rental
total charge amount exceeds the amount
you received authorization approval for
by more than 15% and no additional
authorization approval was obtained/
submitted, or
•
The restaurant total charge amount
exceeds the amount you received
authorization approval for by more than
20% and no additional authorization
approval was obtained/submitted.
Chargeback Code: A01
Charge amount exceeds authorization amount
GENERAL
• Ensure all authorization approval requests
comply with the Technical Specifications
for Authorization.
•
Ensure the total charge amount
represents all charges/fees for goods/
services purchased before requesting
authorization approval.
•
Request a new authorization approval
when final total charge amount exceeds
the amount you received approval for.
•
Obtain and submit additional authorization
approvals, where required (e.g., recurring
billing, cruise line, lodging, vehicle rental,
and restaurant industries).
FOR RESTAURANT INDUSTRY:
• Obtain additional authorization approval
for the charge amount that exceeds
the authorization approval amount
(e.g., if final amount is more than 20%
greater than the amount you received
authorization approval for).
FOR CRUISE LINE INDUSTRY:
• For on-board purchases, obtain
authorization approval for estimated
amounts at embarkation or check-in (with
authorization of any amounts in excess of
such estimate to be obtained at the end of
the cruise), or intermittently (no less than
daily) through the duration of the cruise
(with consent from Card Member).
FOR LODGING INDUSTRY:
• Obtain authorization approval for the full
amount of the estimated lodging charge
based upon the room rates, number of
days that Card Member expects to stay,
plus taxes and other known incidental
amounts. It is important to note that you
should not overestimate the charges.
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Chargeback Code: A01 (continued)
Charge amount exceeds authorization amount
FOR VEHICLE RENTAL INDUSTRY:
• Obtain authorization approval for the full
amount of the estimated vehicle rental
charge based upon rental rate by the
rental period reserved by Card Member
plus any known incidentals. It is important
to note that you should not overestimate
or include amounts for any possible
damage or theft to the vehicle.
FOR CRUISE LINE, LODGING, AND VEHICLE
RENTAL INDUSTRIES:
• Upon check-out for cruise line &
lodging or upon rental of vehicle (or if
Card Member extends a rental period
or charges for Capital Damages Card
Member has been agreed to/accepted in
writing), obtain additional authorization
approval for the charge amount that
exceeds the authorization approval
amount. For example, if the final charge
amount is more than 15% greater than
the amount you originally received
authorization approval for, then you
should obtain an additional authorization
approval.
CONTINUED FROM PREVIOUS PAGE
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Why Did I Get This Notification?
The charge you submitted did not receive a valid authorization approval; it was declined or
the Card was expired.
What Caused the Dispute?
•
The authorization approval you submitted
was not the same as you received (e.g.,
numbers were transposed), or
•
An authorization approval that is incorrect
or does not correspond to the charge in
question was submitted, or
•
The Card was expired.
How Should I Respond?
•
Proof that a valid authorization approval
was obtained in accordance with the
Agreement, or
•
Proof that a credit which directly osets
the disputed charge has already been
processed.
FOR “EXPIRED OR NOT YET VALID CARD”, THE
FOLLOWING SUPPORT IS ALSO ACCEPTABLE:
• Proof that the charge was incurred prior to
the Card expiration date or within the valid
dates on the Card.
Chargeback Code: A02
No valid authorization
How Do I Avoid This Dispute in the Future?
• Ensure all authorization approval requests
comply with the Technical Specifications
for Authorization.
•
Ensure a valid authorization approval is
included with your charge submission. Do
not submit if the authorization approval
was declined.
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Why Did I Get This Notification?
The charge was submitted after the authorization approval expired.
What Caused the Dispute?
•
You did not submit the charge before the
authorization approval expired, or
•
You attempted to submit the charge
during valid authorization approval
time frame, but the submission was
not received by American Express
(e.g., technical issue).
How Should I Respond?
•
Proof that a valid authorization approval
was obtained in accordance with the
Agreement, or
•
Proof that a credit which directly osets
the disputed charge has already been
processed
Chargeback Code: A08
Authorization approval expired
How Do I Avoid This Dispute in the Future?
• Ensure all authorization approval requests
comply with the Technical Specifications
for Authorization.
•
Ensure you submit the charge within
7 days (exceptions apply to cruise line,
lodging, and vehicle rental industries);
If you submit beyond 7 days, you must
obtain/submit a new authorization
approval.
• For goods/services shipped or provided
more than 7 days after order is placed,
obtain an authorization approval for the
charge at the time the order is placed and
again at the time you ship or provide the
goods/services to Card Member.
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Why Did I Get This Notification?
We have not received the credit (or partial credit) you were to apply to the Card.
What Caused the Dispute?
Your response to the Inquiry notification indicates credit was or is being issued, but was
never received or was not received for the amount you specified or the disputed amount.
How Should I Respond?
•
If no credit (or only partial credit) is due,
a written explanation of why credit is
not due with appropriate documents to
support your position, or
•
Proof that a credit which directly osets
the disputed charge has already been
processed.
Chargeback Code: C02
Credit not processed
How Do I Avoid This Dispute in the Future?
• Process credits immediately for the
amount due to Card Member.
•
Provide the date (or expected date) credit
was or will be issued and the amount(s).
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Why Did I Get This Notification?
The goods or services were returned or refused but the Card Member did not receive credit.
What Caused the Dispute?
•
Card Member expected or was promised a
refund for item/s returned or refused but
credit was not issued/received, or
•
Card Member was billed before Credit was
posted to their statement, or
•
Card Member does not understand your
return or refund policy.
How Should I Respond?
•
Written explanation refuting the Card
Member’s claim that goods were returned
to your business, or
•
If returned: a copy of your return policy,
an explanation of your procedures for
disclosing it to the Card Member, and
details explaining how the Card Member
did not follow the return policy, or
•
A copy of the charge record indicating the
terms and conditions of the purchase with
details explaining how the Card Member
did not follow the policy, or
•
If goods/services refused: proof that the
goods/services were accepted (e.g. signed
delivery slip if the goods were delivered,
screen print showing use of the service if
service was provided via internet), or
•
Proof that a credit which directly osets
the disputed charge has already been
processed.
Chargeback Code: C04
Goods/services returned or refused
How Do I Avoid This Dispute in the Future?
• Process and submit return credit
immediately after receiving goods or
notification of refused goods.
•
Always advise the Card Member of
the return policy at the time of the
reservation/order.
•
Always post your return and refund
policies where they can be seen prior to
the transaction (e.g., near the register or
on online checkout pages).
HELPFUL TIP: PROGRAM YOUR TERMINALS TO PRINT
YOUR RETURN/REFUND POLICY ON RECEIPTS
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Why Did I Get This Notification?
The Card Member claims that the goods/services ordered were canceled.
What Caused the Dispute?
•
Cancellation or return of goods/services
ordered has not yet been processed, or
•
Card Member expected or was promised
a refund for goods/services canceled
and/or refused but credit was not issued/
received, or
•
Card Member was billed before the credit
was posted to their statement, or
•
Card Member does not understand your
cancellation, return, or refund policy, or
•
Card member does not understand your
billing process and/or automatic billing /
automatic renewal terms, or
•
Cancellation occurred after the automatic
renewal of services/subscription or
automatic renewal of weekly/monthly/
annual shipments of goods, or
•
Card Member unsuccessfully attempted
to cancel goods/services (either
cancelable or non-cancelable), or
•
Cancellation of service was not processed
timely resulting in a charge that was
processed after the Card Member
canceled, or
•
Card Member refused or returned
shipment of goods.
How Should I Respond?
•
A copy of your cancellation policy, an
explanation of your procedures for
disclosing it to the Card Member, and
details explaining how the Card Member
did not follow the cancellation policy, or
•
A copy of the charge record indicating the
terms and conditions of the purchase and
details explaining how the Card Member
did not follow the policy, or
•
Proof that a credit which directly osets
the disputed charge has already been
processed.
Chargeback Code: C05
Goods/services canceled
How Do I Avoid This Dispute in the Future?
• Immediately process cancellation
requests.
•
Submit the credit on the same day
cancellation is received or inform the Card
Member of the approximate date you will
be issuing credit.
•
Always provide the Card Member with a
cancellation number or confirmation.
•
For recurring billing, ensure all pipeline
and future billings are canceled upon
request.
•
For Lodging, log all confirmation/
cancellation numbers as required by the
Assured Reservation and CARDeposit
programs.
•
Always advise the Card Member of the
cancellation policy at the time of the
reservation/order.
•
Always post your cancellation, return and
refund policies where they can be seen
prior to the transaction (e.g., near the
register or on online checkout pages).
•
Before completing the purchase, have
Card Member ‘accept’ your terms/
conditions and policies.
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Why Did I Get This Notification?
The Card Member claims to have not received (or only partially received) the goods/services.
What Caused the Dispute?
• Full or partial services were not provided
or all goods/merchandise not sent or
picked up, or
• Full or partial services were not provided
or all goods/merchandise were not
received by the agreed upon date/time,
or
• All goods/merchandise were not sent
to the address specified by the Card
Member, or
• A portion of goods/services were
not received making the entire order
unusable/unacceptable, or
• The goods/services ordered were
canceled by your establishment and credit
was not issued or received as expected or
promised, or
• Card Member expected or was promised a
refund for goods/services not fully received
but
credit was not issued/received.
How Should I Respond?
• Proof of Delivery including delivery date
and full shipping address, or
• Proof that the services were provided and
the dates the services were provided, or
• Completion of work order approved in
writing by the Card Member showing Card
Member received the services and dates
that the services were used/provided, or
• Proof that a credit which directly offsets
the disputed charge has already been
processed, or
• Proof refuting Card Member's claim that
services were canceled or that the goods
were returned to the Merchant, or
• For Transactions involving goods or
services, evidence to prove that there is a
direct connection between the person
who received the goods and services and
the Card Member (e.g., photographs,
emails).
FOR AIRLINE OR OTHER TRANSPORTATION
TRANSACTIONS, ONE OF THE FOLLOWING MUST BE
PROVIDED:
• Evidence that the Card Member or
designated passenger participated in the
flight or transportation (e.g., scanned
boarding pass or passenger manifest), or
• Credits of frequent flyer miles or loyalty
point program rewards for the flight or
travel in question, showing a direct
connection to the Card Member, or
• Proof flight in question was available
during airline bankruptcy proceedings, or
• Evidence of additional Transactions
related to the original Transaction, such
as seat upgrades, baggage payment or
purchases made on board the aircraft or
passenger transport, or
• Itemized invoice for associated charges.
Chargeback Code: C08
Goods/services not received or only partially received
CONTINUED ON NEXT PAGE >
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Chargeback Code: C08 (continued)
Goods/services not received or only partially received
How Do I Avoid This Dispute in the Future?
• Set expectations by providing realistic
delivery dates to avoid prematurely
disputed charges.
•
Ensure goods/services are provided or
delivered by the agreed upon date/time/
location.
•
Notify Card Members if there is delay in
delivering goods/services or of expected
delivery dates if goods are out-of-stock.
•
When shipping goods, always confirm and
ship to the full billing address specified
by the Card Member and request proof of
delivery on all items.
• Submit charges only after goods and
services have been provided or shipped.
• Do not submit charges for back-ordered
items.
• Get a signature for in-store pickups.
• Issue refunds within 24-28 hours of being
notified that goods/services were not
received.
FOR E-COMMERCE TRANSACTIONS REPRESENTING
THE SALE OF DIGITAL GOODS OR SERVICES
DOWNLOADED FROM A MERCHANT’S WEBSITE OR
APPLICATION OR ACCESSED ONLINE, ONE OF THE
FOLLOWING MUST BE PROVIDED:
• Proof that the Card Member’s IP address
at the time of purchase matches the IP
address where the digital goods were
downloaded, or
• Proof the Card Member’s email address
provided at the time of purchase matches
the email address used to deliver the
digital goods, or
• Proof that the Merchant’s website was
accessed by the Card Member for digital
goods or services after the transaction
date.
NOTE: IN ADDITION TO THE ABOVE, ONE OF THE
FOLLOWING MAY ALSO BE PROVIDED:
• Description of the digital goods, or
• Date and time the digital goods were
d
ownloaded or accessed.
CO
NTINUED FRO
M PREVIOUS PAGE
How Should I Respond?
FOR
CARD
NOT PRESENT TRANSACTIONS WHERE
THE GOODS
ARE PICKED UP AT THE MERCHANT’S
LOCATION:
• The Merchant must provide the Card
Member or authorized third party
signature on the pickup form as well as
additional proof to demonstrate that the
identity of the Card Member was verified
at the time of pickup
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Why Did I Get This Notification?
The Card Member has provided us with proof of payment with another method.
What Caused the Dispute?
•
Charge was billed to a Card number on
file instead of the method provided for
payment at the time goods/services were
provided, or
•
Credit was not issued or received for the
duplicate payment made by Card Member
in the disputed charge/amount, or
•
Charge was paid for by another Card
holder/person/guest/passenger, or
•
Card Member expected the disputed
amount to be paid for by a third party
(i.e. insurance related reimbursements
for CDW costs or rental coverage while
Card Member vehicle damage is being
repaired).
How Should I Respond?
•
Documentation showing that the Card
Member’s other form of payment was not
related to the disputed charge, or
•
Proof that the Card Member provided
consent to use the Card as a valid form of
payment for the disputed charge, or
•
Proof that a credit which directly osets
the disputed charge has already been
processed.
Chargeback Code: C14
Paid by other means
How Do I Avoid This Dispute in the Future?
• Check all payment(s) received for the
charge and ensure the correct form of
payment is processed or billed.
•
Process a correction or osetting credit(s)
as soon as you detect or are notified of the
billing error.
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Why Did I Get This Notification?
The Card Member claims to have canceled a lodging reservation or a credit for a
CARDeposit charge was not received by the Card Member
What Caused the Dispute?
•
Cancellation of reservation has not yet
been processed, or
•
Card Member expected or was promised
a refund for the canceled reservation but
credit was not issued/received, or
•
Card Member was billed before the credit
was posted to their statement, or
•
Card Member does not understand your
cancellation policy/deadlines or refund
policy, or
•
Card Member canceled outside your
cancellation policy and/or does not
understand your cancellation policy,
deadlines, refund policy, or
•
Card Member unsuccessfully attempted
to cancel the reservation, or
•
Cancellation was not processed timely
resulting in a charge that was processed
after the Card Member canceled.
How Should I Respond?
•
Documentation that supports the
validity of the “no show” reservation or
CARDeposit charge, or
•
Proof that a credit which directly osets
the disputed charge has already been
processed.
Chargeback Code: C18
“No show” or CARDeposit canceled
How Do I Avoid This Dispute in the Future?
• Immediately process cancellation
requests.
•
Submit the credit on the same day
cancellation is received or inform the Card
Member of the approximate date you will
be issuing credit.
•
Always provide the Card Member with a
cancellation number or confirmation.
•
Log all confirmation/cancellation numbers
as required by the Assured Reservation
and CARDeposit programs.
•
Always advise the Card Member of the
cancellation policy at the time of the
reservation.
•
Always disclose/post your cancellation
and refund policies where they can be
seen prior to the transaction (e.g., on
online checkout pages).
•
Before completing the purchase, have
Card Member ‘accept’ your terms/
conditions and policies.
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Why Did I Get This Notification?
Card Member claims to have canceled or attempted to cancel recurring billing charges for
goods or services.
What Caused the Dispute?
• Cancellation of weekly/monthly/annual
recurring services ordered has not yet
been processed, or
• Card Member expected or was promised a
refund for recurring services canceled but
credit was not issued/received, or
• Card Member was billed before the credit
was posted to their statement, or
• Card Member does not understand service
agreement terms/conditions or your
cancellation, return, refund policy, or
• Card Member does not understand your
billing process and/or automatic billing/
automatic renewal terms, or
• Cancellation occurred after the automatic
renewal of services/subscription or
automatic renewal of weekly/monthly/
annual shipments of goods, or
• Card Member unsuccessfully attempted
to cancel services (either cancelable or
non-cancelable), or
• Cancellation of service was not processed
timely resulting in a charge that was
processed after the Card Member
canceled.
• Card Member was billed for an
Introductory Offer.
How Should I Respond?
• Provide a copy of your cancellation policy,
an explanation of your procedures for
disclosing it to the Card Member, and
details explaining how the Card Member
did not follow the cancellation policy, or
• Provide proof that the Card Member has
not canceled and continues to use the
service or receive the goods, or
• Provide proof that a credit which directly
offsets the disputed charge has already
been processed.
Chargeback Code: C28
Canceled recurring billing
FOR CHARGES IN CONNECTION WITH AN
INTRODUCTORY OFFER, PROOF THAT YOU HAVE:
• Clearly and conspicuously disclosed all
material terms of the Introductory Offer to
the Card Member, including a simple and
expeditious cancellation process that
allows the Card Member to cancel before
submitting the first Recurring Billing
Charge.
• Obtained the Card Member’s express
consent to accept the terms and
conditions of the Introductory Offer.
• Sent Card Member a confirmation
notification in writing upon enrollment in
the Introductory Offer.
• Sent Card Member a reminder notification
in writing before submitting the first
Recurring Billing Charge, that allows the
Card Member a reasonable amount of time
to cancel.
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Chargeback Code: C28 (continued)
Canceled recurring billing
How Do I Avoid This Dispute in the Future?
• Ensure all pipeline and future billings are
canceled upon request.
• Immediately process cancellation requests.
• Submit the credit on the same day
cancellation is received or inform the Card
Member of the approximate date you will
be issuing credit.
• Always provide the Card Member with a
cancellation number or confirmation.
• Always advise the Card Member of the
cancellation policy at the time of the
purchase/order.
•
Always disclose/post your cancellation,
return and refund policies where they can
be seen prior to the transaction (e.g., near
the register or on online checkout pages).
• Before completing the purchase, have
Card Member ‘accept’ your terms/
conditions and policies.
• Discontinue future recurring billing
charges upon request from the
Card Member.
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Why Did I Get This Notification?
The Card Member claims to have received goods/ services that are dierent than the
written description provided at the time of the charge.
What Caused the Dispute?
•
The goods/services provided or received
dier from what was described and/or
agreed upon at time of purchase, or
•
The quality of the goods/services
provided or received are inferior to what
was described and/or agreed upon at time
of purchase, or
•
Card Member expected or was promised a
refund but credit was not issued/received.
How Should I Respond?
•
Proof refuting the Card Member’s claim
that the written description diers from
the goods/services received, or
•
Proof that the Card Member agreed to
accept the goods/ services as provided, or
•
Proof that a credit which directly osets
the disputed charge has already been
processed, or
•
Proof that goods and services matched
what was described at time of purchase
(e.g., photographs, emails).
FOR GOODS OR SERVICES PURCHASED BY THE CARD
MEMBER THAT WERE RECEIVED IN A DAMAGED OR
DEFECTIVE STATE, THE MERCHANT MUST PROVIDE
ONE OR MORE OF THE FOLLOWING ITEMS:
• Show that an attempt was made by the
Merchant to repair or replace damaged or
defective goods or to provide replacement
services.
•
If returned, state how the Card Member
did not comply with the Merchant’s clearly
documented cancellation, return policy or
applicable law and regulations.
•
Show that the Card Member agreed to
accept the goods or services “as is.”
Chargeback Code: C31
Goods/services not as described
How Do I Avoid This Dispute in the Future?
• Ensure the exact goods/merchandise or
services ordered are provided/sent.
•
Clearly and prominently display contact
information and instructions in the event
goods/services are not provided as
stated.
•
Provide detailed item descriptions on
invoices and in online order confirmations
and contracts.
•
Promptly rectify/resolve claims or
grievances raised by Card Members.
•
Promptly issue credit or replacement, or
inform Card Member of the approximate
date you will be issuing credit or providing
a replacement, where applicable.
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Why Did I Get This Notification?
The Card Member claims to have received damaged or defective goods/services.
What Caused the Dispute?
•
Goods/merchandise arrived in or services
delivered in a damaged or defective state
and/or make the entire order unusable/
unacceptable, or
•
Card Member does not understand your
policies for damaged or defective goods/
services received, or
•
Card Member expected or was promised
a refund for damaged or defective goods/
services but credit was not issued/
received.
How Should I Respond?
•
Proof refuting the Card Member’s claim
that the goods/ services were damaged
or defective (provided that, in the case of
goods, they were not returned to you), or
•
Proof that the Card Member agreed to
accept the goods as delivered, or
•
Proof that goods were not returned to you,
or
•
Proof that a credit which directly osets
the disputed charge has already been
processed.
Chargeback Code: C32
Goods/services damaged or defective
How Do I Avoid This Dispute in the Future?
• Ensure goods/merchandise are securely
packaged to minimize damages that may
occur during shipment/delivery.
•
Promptly rectify/resolve claims involving
damages or defective goods/merchandise
and provide return authorization if
purchase terms/policy permits.
•
Promptly issue credit or replacement, or
inform Card Member of the approximate
date you will be issuing credit or providing
a replacement.
•
Always advise the Card Member of your
return and refund policy at the time of
the order.
•
Always post your return and refund
policies where they can be seen prior to
the transaction (e.g., near the register or
on online checkout pages).
•
Before completing the purchase, have
Card Member ‘accept’ your terms/
conditions and policies.
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Why Did I Get This Notification?
The Card Member claims to have been incorrectly billed for capital damages, theft or loss
of use.
What Caused the Dispute?
•
Card Member expected the disputed
amount to be paid for by a third party
(i.e. insurance related reimbursements
for CDW costs or rental coverage while
Card Member vehicle damage is being
repaired).
•
The amount charged does not match the
amount the Card Member agreed to pay
•
The amount charged does not match
the documented amount shown in the
itemized record of charge
•
The Card Member claims they did not
cause some or all of the damage for which
they were charged
•
Card Member unsuccessfully attempted
to cancel the reservation, or
•
Cancellation was not processed timely
resulting in a charge that was processed
after the Card Member canceled.
How Should I Respond?
•
Proof that the Card Member agreed
to and signed an acknowledgement of
responsibility for capital damages and
that the charge did not exceed 110%
of the agreed-upon amount, or
•
Proof that a credit which directly osets
the disputed charge has already been
processed.
Chargeback Code: M10
Vehicle rental — capital damages, theft or loss of use
How Do I Avoid This Dispute in the Future?
Before submitting charges, ensure that you obtain the Card Member’s acknowledgment of
responsibility and proof of consent to bill their Card for the amount in question.
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Why Did I Get This Notification?
The Card Member claims they did not participate in this charge and you have not provided
a copy of an imprint of the Card.
NOTE: NOT APPLICABLE TO CARD NOT PRESENT CHARGES OR CHARGES THAT QUALIFY UNDER THE KEYED NO
IMPRINT PROGRAM.
What Caused the Dispute?
•
The Card was either not swiped or the chip
was not successfully read at the time of
transaction, or
•
Completed a card not present transaction,
but did not identify the transaction as card
not present transaction, or
•
Did not make a manual imprint of the card
account information on the transaction
receipt for a manual/key-entered
transaction.
How Should I Respond?
•
Proof that the charge qualifies under the
Keyed No Imprint Program, or
•
Proof that this was a Card Not Present
charge, or
•
Proof that a credit which directly osets
the disputed charge has already been
processed.
Chargeback Code: F10
Missing imprint
How Do I Avoid This Dispute in the Future?
• Ensure that Cards are swiped and/or that
the chip was successfully read at the time
of transaction.
•
Ensure that card not present transactions
are being correctly identified as Card Not
Present and not Card Present transactions
and/or that you are enrolled in the Keyed
No Imprint Program if appropriate.
•
Make a manual imprint of the Card
account information on the transaction
receipt for manual/key-entered
transactions.
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Why Did I Get This Notification?
The Card Member claims they participated in one valid Transaction with your
Establishment, however, the Card Member denies participation in the additional
and subsequent Transactions that were submitted by you.
What Caused the Dispute?
How Should I Respond?
• Proof that each of the Transactions is a
valid charge, or
• Proof that a credit which directly
offsets the Disputed Charge has
already been processed.
Chargeback Code: F14
Multiple ROC's
How Do I Avoid This Dispute in the Future?
• Be sure to only submit Transactions
for valid purchases made by the Card
Member.
• Card Member acknowledges using their Card for a valid purchase with the Merchant,
but then additional Transactions were submitted by the Merchant which the Card
Member denies knowledge of the suspected additional Transactions.
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Why Did I Get This Notification?
The Card Member denies participation in the charge you submitted and you have failed to
provide proof that the Card Member participated in the charge.
What Caused the Dispute?
•
A transaction was submitted for a mail
order, telephone order, or internet charge
that Card Member did not participate in or
authorize, or
•
Card Member’s Card or Card number has
been compromised and used fraudulently
by someone other than Card Member, or
•
Card Member’s Card was lost/stolen or
not in Card Member’s possession and was
used fraudulently by someone other than
Card Member.
How Should I Respond?
Proof that a credit which directly osets the disputed charge has already been processed.
Chargeback Code: F24
No Card Member authorization
How Do I Avoid This Dispute in the Future?
• Maintain consistent information on your
billing descriptor and include your “doing
business as” name and physical location
or website, so Card Members recognize
your business charges on their statement.
•
Provide your Customer Service phone
number in the billing descriptor so Card
Members can contact you directly.
•
Submit charge descriptors that clearly
describe and correspond to the purchase;
avoid generic descriptors when possible.
•
Add “no show”, “advanced deposit” or
“installment #__” to the charge descriptor,
where applicable.
FOR CARD PRESENT TRANSACTIONS:
• Ensure POS system is EMV/Chip enabled,
where possible.
•
Check ID during all face-to-face
transactions, especially high dollar
amounts.
•
Obtain a valid authorization code and
imprint for keyed transactions or key CID.
FOR CARD NOT PRESENT TRANSACTIONS:
• Ensure you have express consent from
the Card Member to bill for the specific
goods/services.
•
Retain documentation that ties the Card
Member’s billing consent to the specific
goods/services and terms of billing.
For tools and tips to prevent fraud, visit americanexpress.com/fraudinfo.
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Why Did I Get This Notification?
The Card Member denies participation or denies receiving the goods or services or
benefiting from a charge.
NOTE: NOT APPLICABLE TO DIGITAL WALLET APPLICATION- INITIATED TRANSACTIONS.
What Caused the Dispute?
•
Card Member does not recall participating
in the purchase/transaction, or
•
Card Member’s Card or Card number has
been compromised and used fraudulently
by someone other than Card Member, or
•
Card Member’s Card was lost/stolen or
not in Card Member’s possession and was
used fraudulently by someone other than
Card Member.
How Should I Respond?
• Proof of Delivery to the Card Member's
billing address, or
• Proof that you attempted to validate the
CID and you did not receive a response or
you received an “unchecked” response, or
• Proof that you validated the address via
authorization and shipped goods to the
validated address, or
• Proof that a credit which directly offsets
the disputed charge has already been
processed, or
• For Transactions involving the shipment of
goods or services, proof that the
transaction contains a shipping address
that matches a previously used shipping
address from an undisputed transaction.
FOR AIRLINE OR OTHER PASSENGER TRANSPORTATION
TRANSACTIONS, ONE OF THE FOLLOWING MUST BE
PROVIDED:
• Evidence of the Card Member in the flight
or transportation (e.g., scanned boarding
pass or passenger manifest), or
• Credits of frequent flyer miles or loyalty
point program rewards earned or
redeemed for the flight or travel in
question, showing a direct connection to
the Card Member, or
• Proof of receipt of the flight ticket or
transportation ticket at the Card Member’s
billing address, or
• Proof that the Transaction contains the
designated passenger name that matches
a previously used passenger name from an
undisputed Transaction.
Chargeback Code: F29
Card Not Present
CONTINUED ON NEXT PAGE >
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How Should I Respond?
FOR E-COMMERCE TRANSACTIONS INVOLVING
THE SALE OF DIGITAL GOODS OR SERVICES ALL
OF THE FOLLOWING MUST BE PROVIDED:
a. Card Member name linked to the account
with the Merchant and
b. D
escription of the goods or services and
the date/time they were purchased
and downloaded, accessed or provided to
the Card
M
ember,
c. Proof that the device and Card used for
the disputed Transaction were used in
a
previous Transaction that was not
disputed and the following information is
currently linked to the Card Member
account with the Merchant:
i. Device ID
ii. IP address and geographical location
iii. Device name (if available)
In addition, provide three (3) or more of the
following:
FOR RECURRING BILLING TRANSACTIONS INITIATED
ON THE MERCHANT’S WEBSITE ALL OF THE
FOLLOWING MUST BE PROVIDED:
a. Proof of a legally binding contract
held between the Merchant and the
Card Member, and
b. Proof the Card Member accessed the
Merchant’s website or application to
establish services on or before the
Transaction date, and
c. Proof the Card Member received the
goods or services, and
d. Proof of a previous Transaction that was
not disputed
Or,
FOR TRANSACTIONS INVOLVING THE SALE OF
WEBSITE SEARCH AND/OR ADVERTISING SERVICES
TO PROMOTE CONSUMER PRODUCTS OR SERVICES,
ALL OF THE FOLLOWING MUST BE PROVIDED:
a. Proof of a legally binding contract
held between the Merchant and the
Card Member, and
b. Details of the initial ad-service setup,
including at least two (2) of the following
items:
Chargeback Code: F29 (continued)
Card Not Present
CONTINUED FROM PREVIOUS PAGE
CONTINUED ON NEXT PAGE >
• Proof that the Merchant validated the
Card and the Card Member prior to or at
the time of purchase and received an AAV
(Automated Address Verification)
verification response of “Y” or CSC (Card
Security Code) verification response of
“Y”,
• Proof that the customer account with the
Merchant was accessed by the Card
Member and successfully verified by the
Merchant on or before the Transaction
date,
• Proof that the Card Member password or
CDCVM was captured by the Merchant in
order to complete the Transaction,
• Phone number and/or email address
linked to the customer profile held by the
Merchant.
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How Should I Respond?
Provide:
i. Card Member’s IP address and
geographical location at the date and
time of the initial ad-service setup
ii. Email address of Card Member
iii. Company name or Card Member
name, and
c. Proof the Card Member had accessed
the Merchant’s website to establish
services on or before the Transaction
date, and
Chargeback Code: F29 (continued)
Card Not Present
How Do I Avoid This Dispute in the Future?
• Ensure you have express consent from
the Card Member to bill for the specific
goods/services.
•
Retain documentation that ties the Card
Member’s billing consent to the specific
goods/services and terms of billing.
•
Maintain consistent information on your
billing descriptor and include your “doing
business as” name and physical location
or website, so Card Members recognize
your business charges on their statement.
•
Provide your Customer Service phone
number in the billing descriptor so Card
Members can contact you directly.
•
Submit charge descriptors that clearly
describe and correspond to the purchase;
avoid generic descriptors when possible.
•
Add “no show”, “advanced deposit” or
“installment #__” to the charge descriptor,
where applicable.
•
For tools and tips to prevent fraud, visit
americanexpress.com/fraudinfo.
CONTINUED FROM PREVIOUS PAGE
d. Proof that the device and Card used for
the disputed Transaction were used in a
previous Transaction that was not
disputed. In addition, provide the following
information that is currently linked to the
Card
Member account with the Merchant:
i. Device ID
ii. IP address and geographical location
iii. Device name (if available), and
the goods or services, and
f. Description of the goods or services and
the date they were provided.
e. Proof that the Card Member received
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Why Did I Get This Notification?
The Card Member denies participation in the Charge and a counterfeit Chip Card was
used at a POS system where the Transaction was not processed as a Chip Card
Transaction because either the POS system was unable to process a Chip Card or the
Transaction was manually keyed. Note: Not applicable for contactless Transactions and
Digital Wallet payments.
What Caused the Dispute?
Card Member’s Card or Card number was compromised and used fraudulently by
someone other than Card Member.
How Should I Respond?
•
Proof that this was a Card Not Present
charge,
•
Proof that the POS system processed a
chip Card Transaction, or
•
Proof that a credit which directly osets
the Disputed Charge has already been
processed.
Chargeback Code: F30
EMV Counterfeit
How Do I Avoid This Dispute in the Future?
FOR CARD PRESENT TRANSACTIONS:
• Ensure POS system is EMV/Chip enabled,
where possible.
•
Check ID during all face-to-face
transactions, especially high dollar
amounts.
•
Obtain a valid authorization code and
imprint for keyed transactions or key CID.
FOR CARD NOT PRESENT TRANSACTIONS:
• Ensure you have express consent from
the Card Member to bill for the specific
goods/services.
•
Retain documentation that ties the Card
Member’s billing consent to the specific
goods/services and terms of billing.
For tools and tips to prevent fraud, visit americanexpress.com/fraudinfo.
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Why Did I Get This Notification?
The Card Member denies participation in the Charge and chip Card with PIN capabilities
was lost/stolen/ non-received and was used at a POS system where the transaction
was not processed as a chip Card Transaction with PIN validation because either the
POS system is not an enabled chip-and-PIN POS system, or the Transaction was
manually keyed.
NOTE: NOT APPLICABLE TO CONTACTLESS TRANSACTIONS AND DIGITAL WALLET PAYMENTS, AND CHARGES
THAT QUALIFY UNDER THE NO SIGNATURE/NO PIN PROGRAM.
What Caused the Dispute?
•
Card Member’s Card or Card number has
been compromised and used fraudulently
by someone other than Card Member, or
•
Card Member’s Card was lost/stolen or
not in Card Member’s possession and was
used fraudulently by someone other than
Card Member.
How Should I Respond?
•
Proof that this was a Card Not Present
charge,
•
Proof that the POS system processed a
chip Card Transaction with PIN validated,
or
•
Proof that a credit which directly osets
the Disputed Charge has already been
processed.
Chargeback Code: F31
EMV lost/stolen/non-received
How Do I Avoid This Dispute in the Future?
FOR CARD PRESENT TRANSACTIONS:
• Ensure POS system is EMV/Chip enabled,
where possible.
•
Check ID during all face-to-face
transactions, especially high dollar
amounts.
•
Obtain a valid authorization code and
imprint for keyed transactions or key CID.
FOR CARD NOT PRESENT TRANSACTIONS:
• Ensure you have express consent from
the Card Member to bill for the specific
goods/services.
•
Retain documentation that ties the Card
Member’s billing consent to the specific
goods/services and terms of billing.
For tools and tips to prevent fraud, visit americanexpress.com/fraudinfo.
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Why Did I Get This Notification?
Complete support and/or documentation were not provided as requested.
What Caused the Dispute?
THE REPLY/SUPPORT YOU PROVIDED IN RESPONSE
TO AN INQUIRY NOTIFICATION INCLUDES:
• Information and/or an explanation that is
incomplete or does not fully address the
dispute reason or specific claims made by
Card Member, or
•
Documentation that is incomplete (e.g.,
missing cancellation/return/refund policy,
agreement terms/conditions, or specific
information/support requested), or
•
Documentation that does not correspond
to the disputed charge/amount or Card
Member, or
•
An explanation that partial credit is due/
being issued, but the remaining amount
disputed is not explained or supported
(e.g., non-refundable cancellation fee per
policy/terms).
How Should I Respond?
Proof that a credit which directly osets the disputed charge has already been processed.
Chargeback Code: R03
Insucient reply
How Do I Avoid This Dispute in the Future?
ALWAYS RESPOND TO THE INQUIRY NOTIFICATION BY
THE REPLY DUE DATE AND ENSURE YOUR RESPONSE
INCLUDES:
• Information and/or an explanation that
fully addresses the dispute reason,
all claims made by Card Member, and
validates the amount billed.
•
Documentation we requested and/or that
helps supports why full refund is not due
(e.g., cancellation/return/refund policy,
agreement terms/conditions).
•
Documentation that corresponds to the
disputed charge/amount or Card Member.
•
An explanation why only partial credit
is due/being issued and supporting
documentation (e.g., cancellation/
return/refund policy, agreement terms/
conditions).
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Why Did I Get This Notification?
We did not receive your response to our Inquiry within the specified time frame.
What Caused the Dispute?
•
A reply/support for the Inquiry Notification
was not sent/provided or never received
(intentional or unintentional), or
•
The reply/support you sent/provided in
response to an Inquiry Notification was
received after the reply due date.
How Should I Respond?
•
Proof you responded to the original
Inquiry within the specified time frame,
or
•
Proof that a credit which directly osets
the disputed charge has already been
processed.
Chargeback Code: R13
No reply
How Do I Avoid This Dispute in the Future?
• Always respond to the Inquiry Notification
by the reply due date.
•
If you agree credit is due to Card Member,
then respond by the reply due date with
your authorization for a Chargeback.
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Why Did I Get This Notification?
We have received your authorization to process a Chargeback for the charge.
What Caused the Dispute?
The reply you sent/provided in response to an Inquiry Notification authorized American
Express to process a Chargeback for the disputed charge/amount.
How Should I Respond?
Proof that a credit which directly osets the disputed charge has already been processed.
Chargeback Code: M01
Chargeback authorization
How Do I Avoid This Dispute in the Future?
Not applicable
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Why Did I Get This Notification?
You have submitted a charge using an invalid or incorrect Card number.
NOTE: YOU MAY RESUBMIT THE CHARGE TO US IF YOU ARE ABLE TO VERIFY AND PROVIDE THE CORRECT
CARD NUMBER.
What Caused the Dispute?
•
You processed the transaction to an
account number that no longer exists
(e.g.- card was canceled or replaced) or
•
You did not receive an authorization
approval for the transaction and it was
manually processed to an account number
that is invalid, or
•
Automatic weekly/monthly/annual
recurring billings using a Card number
that no longer exists, or
•
Automatic renewal of services/
subscription or automatic renewal of
weekly/monthly/annual payments using a
Card number that no longer exists.
How Should I Respond?
•
Copy of the imprint that confirms Card
number, or
•
Proof that you obtained an authorization
approval for such Card number, or
•
Copy of the charge record from the
terminal that electronically read the Card
number, or
•
Proof that a credit which directly osets
the disputed charge has already been
processed.
Chargeback Code: P01
Unassigned Card number
How Do I Avoid This Dispute in the Future?
• Obtain imprints for manually-keyed
transaction and confirm that Card
numbers processed match the
corresponding Card imprint.
•
Ensure that you obtain authorization
approval for all transactions.
•
Always dip or swipe the Card when
processing Card Present transactions.
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Why Did I Get This Notification?
The Card Member claims the charge you submitted should have been submitted as a credit.
What Caused the Dispute?
•
A credit that the Card Member was
expecting was not issued, or
•
A credit due to the Card Member was
inadvertently submitted as a debit, or
•
A credit was issued, but it was not
processed before the Card Member
received their latest billing statement
•
A transaction was inadvertently processed
that should have been voided/canceled,
but was processed instead.
How Should I Respond?
•
Proof that the charge was submitted
correctly, or
•
Proof that a credit which directly osets
the charge has already been processed.
Chargeback Code: P03
Credit processed as charge
How Do I Avoid This Dispute in the Future?
• Ensure the amount submitted accurately
reflects a debit or credit.
•
Process a correction or osetting credit(s)
as soon as you detect or are notified of the
billing error.
•
Issue credits/refunds within
7 calendar days.
•
Ensure your refund/cancellation policies
clearly state time frames of when credits
will be issued.
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Why Did I Get This Notification?
The Card Member claims the credit you submitted should have been submitted as a charge.
What Caused the Dispute?
•
A debit that the Card Member was
expecting was not issued, or
•
A debit due to the Card Member was
inadvertently submitted as a credit or
•
A debit was issued, but it was not
processed before the Card Member
received their latest billing statement
•
A transaction was inadvertently processed
that should have been voided/canceled,
but was processed instead.
How Should I Respond?
•
Proof that the credit was submitted
correctly, or
•
Proof that a charge that directly osets
the credit has already been processed.
Chargeback Code: P04
Charge processed as credit
How Do I Avoid This Dispute in the Future?
• Ensure the amount submitted accurately
reflects a debit or credit.
•
Process a correction or osetting credit(s)
as soon as you detect or are notified of the
billing error.
•
Issue credits/refunds within
7 calendar days.
•
Ensure your refund/cancellation policies
clearly state time frames of when credits
will be issued.
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Why Did I Get This Notification?
The charge amount you submitted diers from the amount the Card Member agreed to pay.
What Caused the Dispute?
•
An incorrect amount was erroneously
submitted and a correction credit was not
issued, or
•
Charge amount was greater than Card
Member expected (e.g., due to addition
error, shipping or handling fee, taxes,
delayed charges, restocking fee, etc.),
or
•
Charge amount is greater than Card
Member recalls or agreed to pay for the
goods/services purchased, or
•
Credit was less than Card Member
expected (e.g., credit included a deduction
from the original charge amount for a
cancellation/change fee, restocking fee,
fuel refilling fee or late vehicle return, etc.).
How Should I Respond?
•
Proof that the Card Member agreed to the
amount submitted, or
•
Proof that the Card Member was advised
of and agreed to pay for any additional or
delayed charges using the Card the charge
was submitted to, or
•
Itemized contract/documentation
substantiating the charge amount
submitted, or
•
Proof that a credit which directly osets
the disputed charge has already been
processed.
Chargeback Code: P05
Incorrect charge amount
How Do I Avoid This Dispute in the Future?
• Ensure the amount submitted accurately
reflects a debit or credit.
•
Process a correction or osetting credit(s)
as soon as you detect or are notified of the
billing error.
•
Issue credits/refunds within
7 calendar days.
•
Ensure your refund/cancellation policies
clearly state time frames of when credits
will be issued.
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Why Did I Get This Notification?
The charge was not submitted within the required time frame.
What Caused the Dispute?
The charge was authorized but was submitted after the authorization expired.
How Should I Respond?
•
Proof the charge was submitted within the
required time frame, or
• Proof that a credit which directly osets
the disputed charge has already been
processed.
Chargeback Code: P07
Late submission
How Do I Avoid This Dispute in the Future?
Submit charges within the required authorization time frame.
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Why Did I Get This Notification?
The individual charge was submitted more than once.
What Caused the Dispute?
•
A correction or osetting credit was not
issued or received for a duplicate file/
transaction submission processed, or
•
Transaction details (date, amount,
descriptors, etc.) for each disputed charge
are identical or similar, or
•
Card Member claims only one (1) purchase
was made and only one (1) charge is valid,
or
•
Card Member claims their online purchase
was not completed or failed (e.g., technical
issues) and later made a new purchase
that successfully accepted/completed, or
•
Card Member is not aware of, or does
not remember weekly/monthly recurring
billings and believes the charge is a
duplicate.
How Should I Respond?
•
Documentation showing that each charge
is valid, or
•
Proof that a credit which directly osets
the disputed charge has already been
processed.
Chargeback Code: P08
Duplicate charge
How Do I Avoid This Dispute in the Future?
• Check to see if a failed charge has been
processed before charging again.
•
Review all receipts to check if the Card
Member has been billed twice.
•
Process a correction or osetting credit(s)
as soon as you detect or are notified of the
billing error.
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Why Did I Get This Notification?
The Card number in the submission does not match the Card number in the original charge.
What Caused the Dispute?
The Card number provided in your charge submission does not match the Card for which
the authorization approval was obtained.
How Should I Respond?
•
Copy of the Card imprint confirming the
Card number, or
•
Copy of the charge record from the
terminal that electronically read the Card
number, or
•
Proof that a credit which directly osets
the disputed charge has already been
processed.
Chargeback Code: P22
Non-matching Card number
How Do I Avoid This Dispute in the Future?
Process all charges at the time of the transaction and/or ensure that the Card number
provided in your charge submission matches the Card for which the authorization approval
was obtained.
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Why Did I Get This Notification?
The charge was incurred in an invalid currency.
What Caused the Dispute?
A charge was processed in a dierent currency than that for which the Card Member
provided consent to be billed.
How Should I Respond?
Proof that a credit which directly osets the disputed charge has already been processed.
Chargeback Code: P23
Currency discrepancy
How Do I Avoid This Dispute in the Future?
Process all charges using the correct currency that the Card Member is expecting and
will recognize. This is part of Multi-Currency functionality programmed under your point
of sale.
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Why Did I Get This Notification?
The Card Member denies authorizing the charge and your establishment has been placed in
the Fraud Full Recourse Program.
What Caused the Dispute?
The Merchant number under which the disputed charge was submitted is enrolled in the
Full Fraud Recourse program.
How Should I Respond?
•
Proof that you had not been placed in the
Fraud Full Recourse Program at the time
of the Chargeback, or
•
Proof that a credit which directly osets
the disputed charge has already been
processed.
Chargeback Code: FR2
Fraud Full Recourse Program
How Do I Avoid This Dispute in the Future?
• Issue credits/refunds within
7 calendar days.
•
Ensure your refund/cancellation policies
clearly state time frames of when credits
will be issued.
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Why Did I Get This Notification?
The Card Member has disputed the charge and you have been placed in the Immediate
Chargeback Program.
What Caused the Dispute?
The Merchant number under which the disputed charge was submitted is enrolled in the
Immediate Chargeback program.
How Should I Respond?
•
Proof that you had not been placed in the
Immediate Chargeback Program at the
time of the Chargeback, or
•
Proof that a credit which directly osets
the disputed charge has already been
processed.
Chargeback Code: FR4
Immediate Chargeback Program
How Do I Avoid This Dispute in the Future?
• Issue credits/refunds within
7 calendar days.
•
Ensure your refund/cancellation policies
clearly state time frames of when credits
will be issued.
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Why Did I Get This Notification?
The Card Member has disputed the charge and you have been placed in the Partial
Immediate Chargeback Program.
What Caused the Dispute?
The Merchant number under which the disputed charge was submitted is enrolled
in a Partial Immediate Chargeback program and the dispute amount is within the
corresponding threshold (e.g., up to $20, $25, $50, $100, or $250).
How Should I Respond?
•
Proof that you had not been placed in the
Partial Immediate Chargeback Program at
the time of the Chargeback, or
•
Proof that a credit which directly osets
the disputed charge has already been
processed.
Chargeback Code: FR6
Partial Immediate Chargeback Program
How Do I Avoid This Dispute in the Future?
• Issue credits/refunds within
7 calendar days.
•
Ensure your refund/cancellation policies
clearly state time frames of when credits
will be issued.
