The goods or services were returned or refused, but the cardholder did not receive credit.

You'll need to supply a written explanation refuting the cardholder’s claim that goods were returned to your business. If the items were returned, provide a copy of your return policy, an explanation of your procedures for disclosing it to the cardholder, and details explaining how the cardholder 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 cardholder did not follow the policy. If goods/services refused, provide 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). If you've already issued a credit, provide proof that a credit which directly offsets the disputed charge has already been processed.

• None

Reason code is categorized: American Express, Card Member Disputes