American Express Dispute Guide

Your comprehensive guide to reason codes, modifiers, time limits, and compelling evidence for American Express Disputes.

American Express uses the four main categories to organize its reason codes: Authorization, Card Member Disputes, Fraud, and Processing Errors as well as two additional categories, Inquiry/Miscellaneous and Chargeback Programs, to classify just a handful of reason codes.

Time limits are for the acquiring bank. Merchants will typically be given half the amount of time the acquiring bank is given to accomodate for the time they need to process internally.

A transaction modifier (or modifier) represents specific circumstances associated with a card sale that change what compelling evidence is required to overturn the chargeback.

• C08 – Goods or Services Not Received or Only Partially Received
• F29 – Card Not Present

• One of the following must be provided in your response:
  • Evidence that the cardholder or designated passenger participated in the flight (e.g. scanned boarding pass or passenger manifest)
  • Credits of frequent flyer miles for the flight in question, showing a direct connection to the cardholder
  • Proof flight in question was available during airline bankruptcy proceedings
  • Additional transactions related to the original transaction, such as seat upgrades, baggage payment, or purchases made on board the aircraft

• C08 – Goods or Services Not Received or Only Partially Received

• For internet transactions representing the sale of internet electronic delivery charge, provide a description of the digital goods or date and time the digital goods were downloaded, and one of the following:
  • Proof that the cardholder’s IP address at the time of purchase matches the IP address where the digital goods were downloaded
  • Proof the cardholder’s email address provided at the time of purchase matches the email address used to deliver the digital goods
  • Proof that the Merchant’s website was accessed by the cardholder for services after the transaction date

• C08 – Goods or Services Not Received or Only Partially Received

• Provide all of the following in your response:
  • The cardholder signature on the pick-up form
  • Any additional proof to demonstrate that the identity of the cardholder was verified at the time of pick-up

Download our 100+ page comprehensive guide to reason codes, modifiers, time limits, and compelling evidence.