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Vindicia Knowledge Center

American Express

The following table lists and describes Chargeback Reason Codes returned by American Express.

Reason Code

Explanation

3

Our mutual customer requests credit for tickets/vouchers that were ordered, but not received. Please issue credit or provide signed proof of delivery, indicating delivery address, and explain why credit is not due.

4

Our mutual customer requests shipment of the tickets /vouchers that were ordered, but have not been received. Please ship these items or provide signed proof of delivery, with delivery address.

7

Our mutual customer claims this billing was to be billed in installments. Please issue credit and rebill in the agreed upon installments or provide a copy of your billing policy and explain why credit is not due.

9

Our mutual customer received merchandise from your Establishment and requests return instructions or a pick up date. Please provide a copy of your return policy if the merchandise cannot be returned.

10

Our mutual customer has received partial credit for this billing, but claims full credit is due. Please issue the remaining credit or provide supporting documentation and an explanation why additional credit is not due.

11

Our mutual customer claims the cancellation was made within the allowable cancellation period. The customer has received partial credit and requests the penalty be waived. Please issue the remaining credit or provide a copy of your cancellation policy.

12

Our mutual customer requests credit for a charge billed twice in error. Please provide signed support and itemization for the magnetic tape charge if credit is not issued.

15

Our mutual customer requests credit for the exchange fee billed. Please issue credit or provide a copy of your ticket/voucher exchange policy and explain why credit is not due.

16

Our mutual customer requests credit for damaged merchandise received. Please issue credit and provide return instructions, or provide a copy of your return policy and explain why credit is not due.

18

Our mutual customer requests credit for an overcharge. Please provide support and detailed itemization for the full amount of the charge if credit is not issued.

20

Our mutual customer claims to have cancelled this service. If correct, please issue credit for that month billing and all subsequent months. In addition, depending on the outcome, charges already submitted but not yet billed may be returned to you. More importantly, all future billings on the American Express card must be discontinued, any future charges will be immediately returned should the customer dispute it.

21

Our mutual customer claims the service was cancelled. Please issue credit or provide a copy of the cancellation policy. Please discontinue future billings.

22

Our mutual customer claims that this membership was cancelled. Please issue credit or provide a copy of the signed membership contract indicating the cancellation policy. Please discontinue all future billings.

24

Our mutual customer claims the merchandise received is damaged and requests return authorization. If a return is not permitted, please provide a copy of your return or refund policy.

27

Our mutual customer claims this order was cancelled. Please provide a copy of your cancellation policy, along with proof of delivery if credit is not issued.

28

Our mutual customer claims that this membership was cancelled in writing. Please issue credit or provide a copy of the signed membership contract indicating the cancellation policy. Please discontinue all future billings.

29

Our mutual customer claims this membership has expired. Please issue credit or provide a copy of the signed membership contract indicating the expiration date and the renewal policy. Please discontinue all future billings.

30

Our mutual customer requests credit for defective merchandise received. Please issue credit and provide return instructions, or provide a copy of your return policy and explain why credit is not due.

31

Our mutual customer claims this charge was for a deposit on a vehicle that was not purchased. Please provide a copy of the signed purchase agreement indicating the cancellation policy if credit is not issued.

33

Our mutual customer claims no knowledge of the charge(s). Please provide support and itemization, along with a copy of the order(s) if credit is not issued.

40

Our mutual customer claims their service/membership has been cancelled. If credit is not issued, provide an explanation, proof of usage (internet & telecom only) and/or a copy of the cancellation policy/contract indicating the billing method cannot be changed. Please discontinue all future billings.

41

Our mutual customer has been unsuccessful in attempts to contact your establishment for cancellation of this service/membership. Please discontinue all future billings and contact the CM directly for alternate payment arrangements or provide a copy of a contract showing the payment method cannot be changed, and proof of usage (internet & telecom providers only).

42

Our mutual customer claims to have made alternate billing arrangements and requests credit. Please discontinue all future billings to this Account or provide a copy of the contract showing the billing method cannot be changed. If credit is not issued, please provide an explanation.

43

Our mutual customer requests to cancel the service. Please contact our c/m directly and/or cancel the service. If this cannot be done provide a copy of the contract.

44

Our mutual customer requests cancellation instructions/authorization. Please provide the requested information. Contact our c/m directly for alternate payment arrangements if cancellation is not permitted.

45

Our mutual customer requests replacement of damaged merchandise received. Please provide return instructions and send a replacement, or provide a copy of your return policy and explain why a replacement cannot be sent.

48

Our mutual customer requests replacement of defective merchandise received. Please provide return instructions and send a replacement, or provide a copy of your return policy and explain why a replacement cannot be sent.

49

Our mutual customer claims this charge was for a deposit on a vehicle that was not leased. Please provide a copy of the signed purchase contract or agreement indicating the cancellation policy if credit is not issued.

59

Our mutual customer requests repair of damaged merchandise received. Please provide return instructions and make the appropriate repairs, or provide a copy of your return policy and explain why the merchandise cannot be repaired.

60

Our mutual customer requests repair of defective merchandise received. Please provide return instructions and make the appropriate repairs, or provide a copy of your return policy and explain why the merchandise cannot be repaired.

61

Our mutual customer claims the referenced credit should have been submitted as a charge. Please bill the customer as requested or provide an explanation for the credit issuance.

62

Our mutual customer claims the referenced charge should have been submitted as a credit. Please issue full credit or provide support and itemization for this billing and the original charge.

63

Our mutual customer claims to be dissatisfied with the goods and/or services provided by your Establishment. Please issue full credit or provide a detailed explanation why partial or no credit is due.

70

Our mutual customer claims to be dissatisfied with repair work performed on their vehicle. Please issue credit or provide a detailed explanation, with supporting documentation, why credit is not due.

71

Our mutual customer requests credit for damages incurred to personal property. Please issue credit or provide the status of the customers claim for moving charge.

72

Our mutual customer claims no knowledge of this billing. The charge bears the signature of another person. Please issue full credit or provide signed proof of authorization for this charge by this customer.

73

Our mutual customer claims they did not guarantee this reservation. The reservation was to be cancelled automatically if they did not arrive. Please issue credit or explain why credit is not due.

76

Our mutual customer claims to have cancelled this service. Please provide a copy of the contract/agreement indicating the cancellation policy and discontinue all future billings.

77

Our mutual customer wishes to return the merchandise. Please provide return instructions.

78

Our records indicate that a charge from your establishment was submitted on an invalid plastic number. Please provide a valid Account number along with the Card members name and support to avoid a Chargeback to your Account.

79

Our records indicate that a credit from your establishment was submitted on an invalid plastic number. Please provide a valid Account number along with the Card members name and support to avoid a credit back to your Account.

80

Our mutual customer claims to have cancelled this timeshare program. Please issue credit or provide a copy of the signed contract, with your cancellation policy, and explain why credit is not due.

82

Our mutual customer claims no knowledge of this credit. Please provide an explanation why this credit has been issued to this customer's Account.

83

We have been advised that the referenced customer is deceased. Please provide signed support and itemization or support and itemization for this billing.

86

Please discontinue all future billings to this inactive Account and make alternate billing arrangements with this customer.

87

Please issue credit and discontinue all future billings to this inactive Account. Please contact the customer directly to make alternate billing arrangements.

89

Our mutual customer claims to have made alternate billing arrangements. Please issue credit and discontinue future billings to this Account, or provide a copy of the signed membership contract and explain why credit is not due.

90

Our mutual customer claims this membership/service has been paid in full. Please issue credit and discontinue all future billings to this Account, or provide a copy of the signed contract/agreement, payment history, and explain why credit is not due.

91

Our mutual customer claims the cancellation was made within the allowable cancellation period. If credit is not issued, please provide support of your cancellation policy.

93

Our mutual customer claims no knowledge of the charge(s). Please provide signed support and itemization of the charge(s) in dispute. In addition, please provide a copy of the signed trip sheet if credit is not issued.

94

Our mutual customer claims no knowledge of the charge(s). Please provide support and itemization for the charge(s) in dispute. In addition, please provide a copy of the signed trip sheet if credit is not issued.

95

Our mutual customer claims to have cancelled this service. Please provide signed proof that services were rendered or a copy of the signed cancellation policy if credit is not issued.

97

Our mutual customer requests credit for the unauthorized charge(s). Please provide signed support and itemization of the charge(s) or support and itemization.

99

Our mutual customer requests credit for a class or course cancelled. Please issue full credit or provide a copy of the signed registration and cancellation/refund policy.

107

Our mutual customer claims that the facility they attend is no longer open for business. Please issue credit and discontinue all future billings to this Account, or provide a copy of the signed contract/agreement and explain why credit is not due.

110

Our mutual customer claims the call(s) associated with this billing was connected to the wrong number.

117

Our mutual customer claims the call(s) associated with this billing was cut off.

119

Our mutual customer has no knowledge of the CARDeposit billing. Please issue credit or provide proof of confirmation and explain why credit is not due.

120

Our mutual customer requests credit for an overcharge incurred on a car/truck rental. Please issue credit or provide a copy of the signed, itemized rental agreement and explain why credit is not due.

121

Our mutual customer requests credit for a vehicle that did not perform properly during the rental. Please issue credit or provide a copy of the signed, itemized rental agreement and explain why credit is not due.

122

Our mutual customer claims to have no knowledge of the car/truck rental charge(s). Please issue full credit or provide a copy of the signed rental agreement(s) and explain why credit is not due.

123

Our mutual customer claims to have no knowledge of the car/truck rental charge(s). Please issue full credit or provide a copy of the itemized rental agreement(s) and explain why credit is not due.

124

Our mutual customer requests support for the charge(s). Please provide a copy of the signed, itemized rental agreement(s) or issue credit if this documentation is not available.

125

Our mutual customer claims to have no knowledge of the car/truck rental charge(s). Please issue full credit or provide a copy of the signed, itemized rental agreement(s) and explain why credit is not due.

127

Our mutual customer does not recognize the charge(s). Please provide signed support and itemization. If your records indicate the merchandise has been shipped, please include signed proof of delivery and the delivery address. If this documentation is not available, please issue credit.

128

Our mutual customer claims not to have authorized the charge(s) to be billed through American Express. Please issue full credit or provide a copy of the signed, itemized rental agreement(s) and explain why credit is not due.

129

Our mutual customer claims to have no knowledge the charge(s). Please issue credit or provide a copy of the signed, itemized trip sheet, if available.

130

Our mutual customer requests credit for a deposit that was not deducted from the rental billing. Please issue credit or provide a copy of the itemized rental agreement and explain why credit is not due.

131

Our mutual customer claims the charge(s) was to be billed directly to their insurance company. Please issue credit or provide a copy of the signed, itemized rental agreement and explain why credit is not due.

132

Our mutual customer claims they were billed twice, one billing from your location and another from an alternate location. Please issue credit or provide a copy of the signed, itemized rental agreement for each location and explain why credit is not due.

133

Our mutual customer claims they were billed twice for the same purchase. Please issue credit or provide support and itemization for each charge, along with copies of the customer order(s).

134

Our mutual customer claims a portion of this charge was a deposit. Please issue credit or provide a copy of the itemized rental agreement and explain why credit is not due.

136

Our mutual customer claims this charge was for a deposit. Please issue credit or provide a copy of the itemized rental agreement and explain why credit is not due.

141

Our mutual customer claims this charge was a deposit on a vehicle returned. Please issue credit or provide a copy of the signed purchase agreement, indicating your return policy, and explain why credit is not due.

143

Our mutual customer claims the flowers ordered were not received. Please issue credit or provide proof of delivery, indicating the delivery address, and a copy of the customer's order.

146

Our mutual customer claims the disputed merchandise was returned and a second charge was submitted instead of a credit. Please issue credit for each charge, or provide support and itemization for each charge, and explain why credit is not due.

147

Our mutual customer claims this billing has been paid by their insurance company. Please issue credit or provide a copy of the signed, itemized rental agreement and explain why credit is not due.

150

Our mutual customer received and returned damaged merchandise from your establishment and has requested credit. Please issue credit or explain why credit is not due.

151

Our mutual customer received and returned damaged merchandise from your establishment and has requested a replacement. Please send us signed proof of delivery of the replacement order or issue credit.

152

Our mutual customer received and returned incorrect merchandise from your establishment and has requested credit. Please issue credit or explain why credit is not due.

153

Our mutual customer received and returned incorrect merchandise from your establishment and has requested a replacement. Please send us signed proof of delivery of the replacement order or issue credit.

154

Our mutual customer requests credit for a cancelled order. Please issue credit or provide proof of delivery, delivery address, proof that the customer was made aware of your cancellation policy, and an explanation why credit is not due.

155

Our mutual customer has requested credit for merchandise that was not received from your establishment. Please issue credit or send us signed proof of delivery.

156

Our mutual customer ordered merchandise from your establishment but has not received it. Please issue credit and rebill the mutual customer after you deliver the merchandise, or send us signed proof that it has already been delivered.

157

Our mutual customer returned merchandise from your establishment but has not received a replacement. Please send us signed proof of delivery of the replacement order or issue credit.

158

Our mutual customer has requested credit for merchandise that was returned to your establishment. Please issue credit or explain why credit is not due.

159

Our mutual customer requests signed support and itemization for the referenced charge(s). Please provide the requested documentation and an explanation why credit is not due, or issue full credit.

160

Our mutual customer has requested credit for tickets/vouchers that were not ordered. Please issue credit or provide supporting documentation.

161

Our mutual customer requests credit for tickets/ vouchers that have been returned. Please issue credit or provide proof of usage, and explain why credit is not due.

162

Our mutual customer requests credit for returned tickets/vouchers. Please issue full credit or provide supporting documentation and an explanation why partial, or no credit is due.

163

Our mutual customer has requested credit for tickets/vouchers that were not received from your establishment. Please issue credit or provide supporting documentation.

164

Our mutual customer has requested credit for the unused tickets/vouchers that were lost/stolen. Please issue credit or provide supporting documentation.

165

Our mutual customer has requested credit for the tickets/vouchers that were lost/stolen. Please issue credit or provide supporting documentation.

166

Our mutual customer has requested credit for a payment that was made directly to your establishment. Please issue credit or provide supporting documentation.

167

Our mutual customer has requested credit for a reservation that your establishment confirmed for an incorrect date. Please issue credit or explain why credit is not due.

168

Our mutual customer has requested credit for a reservation that your establishment confirmed for an incorrect location. Please issue credit or explain why credit is not due.

169

Our mutual customer has requested credit for an incorrect conversion rate that your establishment used. Please issue credit or explain why credit is not due.

170

Our mutual customer requests credit for a cancelled reservation. Please issue full credit or provide a copy of your cancellation policy and explain why credit is not due.

171

Our mutual customer requests credit for an Assured Reservation that was not honored. The customer claims when they contacted, or arrived at the hotel there was no record of the reservation. Please issue credit or provide proof of reservation and explain why credit is not due.

173

Our mutual customer requests credit from your established for a duplicate billing. If your records show this is correct, please issue full credit. If you believe the mutual customer is not due full credit, send us signed support and itemization of both charges and EXPLAIN FULLY IN THE SPACE BELOW.

174

Our mutual customer requests signed support and itemization for a charge submitted by your Establishment. Please provide a copy of the requested documentation.

175

Our mutual customer has requested credit for a charge from your establishment. Please issue credit or explain why credit is not due.

176

Our mutual customer does not recognize the referenced charge(s). Please issue credit or provide signed support and itemization and explain why credit is not due.

177

Our mutual customer claims this charge was unauthorized. Please issue full credit or provide signed authorization for this billing and explain fully in the space below.

178

Our mutual customer has notified us that no merchandise was ordered or delivered from your establishment. Please issue credit or send us signed support for both the order and delivery, with the delivery address indicated.

179

Our mutual customer does not recognize this charge for a reservation. Please issue credit or provide a proof of reservation.

180

Our mutual customer claims to have no knowledge of the referenced charge(s) for a stay at your Establishment. Please issue full credit or provide a copy of the signed, itemized folio and explain why credit is not due.

181

Our mutual customer claims to have no knowledge of the referenced No Show charge(s). Please issue full credit or provide the following documentation: reservation log with the absence of a cancellation number and a letter that informed the customer of your guaranteed reservation policy.

182

Our mutual customer has questioned the charges for damages from your establishment. Please issue credit or send us the acknowledgment of responsibility, signed by the mutual customer, as well as an itemization of the charges.

183

Our mutual customer does not recognize this charge from your establishment and requests signed support. If you cannot provide documentation, please issue credit.

184

We have identified these charges as cash advances, which cannot be billed through American Express. If they are not cash advances, please send us signed itemized support.

185

Our mutual customer claims they purchased, but later refused delivery of, the item(s) associated with this billing. Please issue credit or provide signed proof of delivery, with the delivery address, and an explanation why credit is not due.

186

Our mutual customer requests credit from your establishment for incorrect merchandise (s)he received from you. Please issue full credit and supply return instructions.

187

Our mutual customer requests a replacement for incorrect merchandise (s)he received from you. Please provide CM with return instructions and the replacement or send us signed proof of delivery for replacement with the address.

188

Our mutual customer requests credit for the enclosed charge of which (s)he has no knowledge. The charge bears an invalid or incorrect Account number. Please issue a full credit or provide a copy of the charge with the CM's Account number.

189

Our mutual customer requests credit from your establishment since (s)he has not received any issues of a subscription ordered from you and would like to cancel it. Please issue full credit or send supporting documentation.

190

Our mutual customer has not received any issues of a subscription ordered from your establishment and requests that you begin delivery. If no delivery took place, please issue full credit.

191

Our mutual customer requests credit for merchandise that (s)he did not order or receive from you. Please issue credit or send shipping and/or PO supporting documentation.

192

Our mutual customer requests support and itemization of a charge from your establishment. Please issue a full credit or provide this requested documentation.

193

Our Card member has contacted us claiming the charge(s) incurred at your establishment are fraudulent. Please support the charge(s) with the following documentation from your records, Cardholder signature, Credit Card imprint, Signed proof of delivery to our Cardholder's billing address, Contracts, Folio, Rental Agreements, etc. and any other pertinent information, i.e., phone numbers, license numbers, description of person, etc. that could assist in our investigation.

194

Our Card member has contacted us claiming the charge(s) incurred at your establishment is fraudulent. We show that the full magnetic stripe data was not received by American Express. Please support the charge(s) with the following documentation from your records; Card member signature and Credit Card imprint. If the Transaction(s) was Mail Order, Phone Order or Internet, please provide signed proof of delivery to our Card member's billing address.

195

Our mutual customer does not recognize this charge from your establishment and requests itemization. If you cannot provide documentation, please issue credit.

196

Our mutual customer does not recognize this charge from your establishment. Please issue a credit or provide supporting documentation (shipping date, shipping address, signed support).

197

Our mutual customer requests credit from your establishment for a subscription they have cancelled and continues to be billed. Please issue full credit or provide supporting documentation explaining partial credit.

198

Our mutual customer requests credit from your establishment for a subscription (s)he never ordered. Please issue a full credit or provide supporting documentation.

199

Our mutual customer has been charged for both a stay and no-show and requests a credit for the no-show charge. Please issue credit or provide supporting documentation.

200

As detailed in the attached Claim Report, we are requesting signed support and itemization for charge(s) from your Establishment. Please send us full documentation or issue full credit. If you believe full credit is not due, please explain fully in the space below

608

Our mutual customer is not disputing the charge(s), but is requesting signed support. Please provide the requested documentation.

610

Our mutual customer claims the charge(s) was to be billed to a third party. Please issue credit or provide supporting documentation and an explanation why credit is not due.

620

Our mutual customer claims to have been underbilled for the referenced amount. Please support this billing amount.

656

Our mutual customer claims no knowledge of the referenced Assured Reservations/No Show charge(s). Please issue credit or provide a copy of the proof of reservation(s), and explain why credit is not due.

657

Our mutual customer requests credit for an overcharge. Please issue credit or provide a copy of the signed registration, folio itemization, and explain why credit is not due.

658

Our mutual customer claims they have received multiple billings in error. Please issue credit or provide signed support and itemization for each charge, and explain why credit is not due.

671

Our mutual customer claims this billing was to be a complimentary stay. Please issue credit or provide a copy of the itemized support, and explain why credit is not due.

672

Our mutual customer does not recognize the delayed charge(s) on this billing. Please issue credit or provide a copy of the signed, itemized support for this entire billing, and explain why credit is not due.

673

Our mutual customer claims to have been billed for an Assured Reservation charge and an actual stay. Please issue credit for the Assured Reservation billing or provide proof of reservation (Assured Reservation charge), itemized folio (stay charge), and explain why credit is not due.

674

Our mutual customer claims no knowledge of a charge that bears an invalid or incorrect Account number. Please issue credit or provide supporting documentation with the customer's Account number, and explain why credit is not due.

675

Our mutual customer claims the CARDeposit billing was to be applied to the stay. Please issue credit or provide a copy of the itemized folio with the CARDeposit credit entry.

676

Our mutual customer requests credit for a cancelled CARDeposit reservation. Please issue credit or provide proof of confirmation, a copy of your cancellation policy, and explain why credit is not due.

678

Our mutual customer has made a second request for credit on this billing. Our previous correspondence is not available. Please issue credit or provide any additional documentation, and/or explanation why credit is not due.

679

Our mutual customer claims to have been billed twice for CARDeposit. Please issue credit or provide proof of confirmation for each charge, and explain why credit is not due.

680

Our mutual customer requests credit for an overcharge. Please issue credit or provide signed support and itemization for the entire charge, and explain why credit is not due.

681

Our mutual customer requests credit for a guaranteed reservation that was cancelled within your policy guidelines. Please issue credit or provide the following documentation if the cancellation did meet your policy guidelines: reservation log with the absence of a cancellation number and a letter that informed the customer of your guaranteed reservation policy.

682

Our mutual customer requests cancellation of this membership. Please issue credit and discontinue all future billing to the customer's Account, or explain why credit is not due.

683

Our mutual customer claims that this charge belongs to another person due to their American Express Cards being switched. Please issue credit or provide a copy of the charge that bears this customer's signature.

684

Our mutual customer claims this charge was paid in cash. A copy of the cash receipt is not available. Please issue credit or provide signed, itemized support and explain why credit is not due.

685

Our mutual customer has requested a copy of the signed receipt for this billing. Please provide the requested documentation.

687

Our mutual customer claims they do not recognize the charge(s). Please issue full credit or provide proof of reservation and signed, itemized support for the billing.

688

Our mutual customer claims the charge(s) was to be paid by their company. Please issue credit and rebill the correct party. If credit is not due, please provide signed, itemized support.

689

Our mutual customer requests credit for a reservation made for, and paid directly by a third party. Please issue full credit or provide proof of reservation and explain why credit is not due.

690

Our mutual customer is not disputing the charge(s), but is requesting support and itemization. Please provide the requested documentation.

691

Our mutual customer is not disputing the charge(s), but is requesting signed support and itemization. Please provide the requested documentation.

692

Our mutual customer claims they should have been billed for only one night. Please issue credit or provide signed support and itemization and explain why credit is not due.

693

Our mutual customer has questioned the charge for damages. Please issue credit or provide a copy of the following documentation: itemized rental agreement, itemized repair bill, and acknowledgment of responsibility signed by the Card member.

694

Our mutual customer requests credit for dissatisfactory accommodations. Please issue credit or provide an explanation why credit is not due.

695

Our mutual customer requests credit for this billing as payment was made directly to your Establishment. Please issue full credit or provide signed, itemized rental agreement and explain why credit is not due.

696

Our mutual customer has requested credit for a car rental reservation that was cancelled with your establishment. Please issue full credit or send a copy of the rental agreement.

697

Our mutual customer claims they were billed twice for the same rental. Please issue credit or provide signed, itemized rental agreement for each charge, and explain why credit is not due.

698

Our mutual customer requests support for this charge. Please send a copy of the itemized rental agreement. If this is not available issue full credit.

699

Our mutual customer claims they should have been billed for only one night. Please issue credit or provide support and itemization and explain why credit is not due.

700

Our mutual customer claims this service was cancelled. Please issue credit for the charge(s) or provide detailed support and itemization and discontinue all future billings to this Account.

701

Our mutual customer requests cancellation of this service. Please discontinue all future billings to this Account.

702

Our mutual customer claims to have received duplicate credits to their Account. Please provide support for each credit.

703

Our mutual customer claims this repair and/or replacement was to be covered under warranty. Please issue credit or provide a copy of the warranty and explain why credit is not due.

704

Our mutual customer requests credit for tickets that were not used as a result of the event being cancelled. Please issue credit or explain why credit is not due.

705

Our mutual customer requests credit for tickets that they cancelled. Please issue credit or provide a copy of your cancellation policy and explain why credit is not due.

706

Our mutual customer claims they refused delivery of the item(s) associated with this billing. Please issue credit or provide supporting documentation and an explanation why credit is not due.

707

Our mutual customer claims the call(s) associated with this billing had poor transmission quality.

708

Our mutual customer claims the call(s) associated with this billing was not completed/connected.

712

Our mutual customer claims to have been billed for services not rendered. This practice is not permitted under your agreement with American Express. Please arrange other means of payment with Card member directly.

713

Our mutual customer has been billed twice and claims to have incurred only one of the charges. Please issue credit or provide signed support, if available, and itemization for each charge.

722

Our mutual customer claims they do not recognize the charge(s). Please issue full credit or provide signed, itemized support indicating the Card member as the guest who stayed. If the guest was a person other than the Card member, please provide proof

723

Our mutual customer requests credit for this billing as payment was made directly to your Establishment. Please issue full credit or provide signed, itemized support and explain why credit is not due.

730

Please issue credit for the charge(s) or provide detailed support and itemization and discontinue all future billings to this Account.

792

Our mutual customer claims no knowledge of this charge. Please issue credit or provide signed support, itemization and proof of enrollment. Please discontinue all future billings to this Account.

800

Our mutual customer no longer disputes the charge(s). Please discontinue further investigation.

A01

The charge you submitted did not receive a valid authorization approval code for the amount of the charge. The charge submitted represents an amount in excess of the approval code received.

A02

The charge you submitted did not receive a valid authorization approval code.

A03

The charge submitted did not contain a six-digit authorization approval code. Your establishment must be able to obtain, capture and transmit a six-digit authorization approval code.

A04

We show no record of your establishment receiving a valid authorization approval code. At the time of the sale, your establishment was advised through your authorization system to call in directly to American Express.

A05

We were unable to locate an authorization approval code on our records with the information given on the charge.

A06

The charge represents an amount in excess of the limit agreed upon in our contract with your establishment, and we have been unable to verify that your Account obtained an overlimit authorization approval code.

A07

Our records indicate that authorization for this charge was declined.

A08

The charge was submitted after the authorization approval code expired. Authorization approval codes are valid for 30 days. All Transactions submitted more than 30 days after the authorization date require re-authorization.

A09

Authorization approval codes are valid for 30 days. All Transactions submitted more than 30 days after the authorization date will require a re-authorization or become your liability, if the Transaction proves to be fraudulent.

A10

The submitted Transaction did not receive a valid approval code. We have issued a Chargeback for a portion of the unauthorized submitted charge.

C01

We have not received the credit you agreed to provide to the cardholder's Account. We are obligated by Federal law to respond to the cardholder within a specified period of time.

C02

We have not received the credit you agreed to issue to the cardholder's Account. If your records reflect credit was issued, please provide us with the credit summary amount and the check date this credit was processed.

C03

Our records do not reflect credit to the cardholder Account was received from your establishment. If your records reflect credit was issued, please provide us with the summary amount and check date this credit was processed.

C04

The cardholder has provided proof that the merchandise was returned.

C05

The cardholder has provided supporting documentation that the merchandise ordered was cancelled.

C06

Per your agreement with American Express, when you give a refund for a purchase made with the Card, you must credit that Card Account. Please deal directly with the cardholder for reimbursement.

C07

American Express will support your return policies in the event of a dispute provided the policies are on a copy of the receipt or record of the charge that the cardholder signs. Please deal directly with our mutual customer for resolution.

C08

The charge represents merchandise that has not been received by the cardholder. We are not able to bill the cardholder for merchandise not in their possession.

C09

An establishment cannot bill a cardholder for services not rendered.

C10

We previously contacted you regarding this continuous billing, and your establishment authorized us to debit your Account. Therefore, please discontinue all future billings.

C11

The dollar amount on the record of charge your establishment submitted was improperly altered to reflect a greater amount than what the cardholder originally signed for.

C12

The dollar amount on the record of charge your establishment submitted was altered to reflect a greater amount than what the cardholder originally signed for. Once a cardholder signs a record of charge, the amount may not be changed except when delayed charges are permitted in your Agreement, and the appropriate procedures are used. Such circumstances are not present in this case.

C13

The cardholder has paid for the charge directly, and therefore should not have been billed to his/her American Express Account. The documentation that the cardholder provided supported the claim.

C14

The cardholder has provided us with proof of payment by another method.

C15

The cardholder has provided us with proof of payment by voucher. Please deal directly with the issuer for recovery of funds.

C16

The requirements in the CARDeposit Agreement only permit cardholders with a billing address in the United States, Canada, Puerto Rico, or the U. S. Virgin Islands to be billed for this service.

C17

This American Express card Account is not valid in the United States. Please deal directly with the cardholder for recovery of funds.

C18

The cardholder's Account was charged for a "no-show" billing despite cancelling the reservation. The cardholder obtained the cancellation number listed.

C19

The cardholder's Account was charged for a "no-show" billing as well as a valid billing.

C20

Only one day can be billed for an Assured Reservation no-show.

C21

Your Account is not enrolled in our Assured Reservation Program, therefore you may not bill for no show charges.

C22

In order to be valid, Guaranteed Reservations must be in the name of the cardholder.

C23

In order for a guaranteed reservation to be valid, the cardholder's address and expiration date must be referenced on the reservation. A copy of the Assured Reservation policy has been provided for your review. Please deal directly with the cardholder if you wish to pursue this matter.

C24

Please be advised that you are not permitted to bill for guaranteed reservations.

C25

Our Card member received the merchandise.

C26

Please discontinue all future billings to this Account.

C27

Our mutual customer no longer disputes the charge(s). Please discontinue further investigation.

C28

We previously advised you that our CM cancelled. This charge has been submitted after you were advised to discontinue all future billings.

F01

The charge you submitted did not receive a valid authorization approval code for the amount of the charge.

F02

The tickets were held at the box office, and no signature, swipe or imprint of the Card was obtained when the tickets were released.

F03

The agreement the cardholder signed is an agreement between your establishment and the cardholder, not American Express. Please deal directly with the cardholder for resolution.

F04

The information obtained via phone, fax or letter is not valid authorization for your establishment to bill the cardholder's Account. The Card should be presented and a valid signature obtained, regardless of any other arrangements.

F05

No signature, swipe or imprint of the Card was obtained when the merchandise was picked up.

F06

Your client information does not match that of the cardholder information. Please be advised that the Card is not transferable. Only the cardholder whose name appears on the front of the Card is authorized to make charges.

F07

American Express is not in the position to act as a collection agent in regard to an agreement negotiated between your service establishment and the cardholder.

F08

Your service establishment was unable to support a "signature on file" charge. Please deal directly with the cardholder for payment.

F09

When merchandise is picked up from your establishment, the American Express Card should be presented, a valid signature, and imprint or swipe of the Card obtained.

F10

Your response to our inquiry for additional information did not include the imprint of the Card required on all keyed Transactions. Our records indicate that at the time of your authorization request the card information was keyed and that the card was not swiped through your POS devise. As of August 1996, an update to all American Express Establishment contracts requires that you swipe the Card and send full magnetic stripe information when authorizing your charge(s). In addition, if you are unable to swipe the Card through your POS device then you are required to obtain an imprint of the Card.

F11

The signature is not that of the cardholder's. Please be advised that the American Express Card is not transferable. Only the cardholder whose name appears on the front of the Card is authorized to make charges.

F12

The signature is misspelled. Please be advised that the American Express Card is not transferable. Only the cardholder whose name appears on the front of the Card is authorized to make charges.

F13

The signature on the copy differs from the name imprinted on the card. This may be due to double imprint or switched cards at your establishment.

F14

A cardholder signature was not obtained to support this Transaction.

F15

The charge is not signed, and the support your establishment provided does not bear the cardholder's signature.

F16

The merchandise was not shipped to the cardholder's billing address and the merchandise was not ordered or received by the cardholder. When merchandise is shipped to an alternate address, the establishment assumes liability for the charge. Establishments are responsible for any shipment redirects.

F17

The ticket(s) were sent to an address other than the cardholder address and never received. An affidavit has been provided for your records.

F18

The merchandise was shipped to an address other than the cardholder's billing address and the cardholder has disputed the billing.

F19

The cardholder claims no merchandise was received and the address the merchandise was sent to is not the cardholder's billing address.

F20

The cardholder's card was expired when the charge was accepted by your service establishment.

F21

The cardholder's card was not valid when the charge was accepted by your service establishment.

F22

The card was expired or not yet valid when it was accepted by your service establishment.

F23

The cardholder's card was expired when the ticket was accepted by your service establishment.

F24

Multiple Charges.

F25

The charges submitted did not receive an authorization approval code for the total amount of the charge.

F26

The name provided on the Transaction is not the cardholder's name.

F27

The support your establishment provided does not bear the cardholder's name.

F28

The charge(s) are Ticket by Mail or Electronic Tickets. If a cardholder claims fraudulent usage of the card, even if your establishment obtains an authorization approval code, no inquiry will be sent and we have the right to charge your establishment.

F29

Fraud. The Cardmember denies participation in a mail order, telephone order, or internet Charge.

FR1

Your Establishment is on a Full Recourse/Immediate Chargeback program under your agreement with American Express, which provides that you will not receive inquiries or notices of Card member claims of fraudulent Card usage prior to our final exercise of Full Recourse for the Disputed Charge, even if you received Authorization for it.

FR2

Your establishment is on a Full Recourse agreement with American Express. This agreement states that if a cardholder claims fraudulent usage of the card, even if your establishment obtains an authorization approval code, no inquiry will be sent and we have the right to charge your establishment.

FR3

This adjustment was processed due to the cardholder claiming no knowledge of the charge.

FR40

Your establishment is on an immediate Chargeback agreement with American Express. Please discontinue all future billings, if applicable.

FR4

Your establishment is on an immediate Chargeback agreement with American Express. Please discontinue all future billings, if applicable.

FR5

The Card member named below claims your Establishment has submitted incorrect charges. Since your Establishment is enrolled in our immediate Chargeback program, we have debited your Account accordingly. Please discontinue all future billings, if applicable.

FR6

Your Account is on the Immediate Chargeback program. Under these circumstances, disputed charges are debited from your Account with no further recourse. These Chargebacks cannot be reversed unless you issue credit to the Account, or the Card member advises us that the charge is no longer in dispute. Please contact the Card member directly for further resolution on this matter.

M01

We appreciate your response to the request for information. We have received and processed your Chargeback authorization.

M02

As requested, we have processed the credit your establishment submitted. The debit adjustment will appear on a future check/advice.

M03

We had received an authorization from your office to debit your Account. A copy of the correspondence has been provided for your records.

M04

We previously received your authorization to debit your Account. Federal law prohibits us from rebilling the cardholder's Account once we have advised them the credit will remain. Please deal directly with the cardholder for resolution on this matter.

M05

Your service establishment authorized credit to the cardholder's Account. Cardholder does not agree to amount billed.

M06

Our records indicate that full data stream information was not provided. American Express requires that when the Card is swiped, full electronic data information must be transmitted when requesting authorization for your charge(s). If you are swiping on your Transactions, your POS device may require maintenance to ensure that the information on the magnetic stripe on the Card is being read, and the full magnetic stripe information is being sent every time you swipe a Card for authorization. Please check with your POS provider, Acquiring Bank or processor to correct the problem.

M07

Your agreement with American Express states cardholders can only be billed for room rental charges, not for damages. Please deal directly with the cardholder for payment.

M08

Our records indicate your establishment submitted a charge for damages. The American Express Card is valid for goods and services only.

M09

Your contract with American Express does not permit billing for damages. Please contact the cardholder directly regarding this matter.

M10

Your establishment may only bill for capital damages when you have obtained a signed and dated acknowledgment of responsibility from the cardholder after the damage is incurred. A valid acknowledgment of responsibility form must include a detailed listing of the damage incurred, a repair cost estimate and a cardholder's agreement to be billed on the American Express Card. Please deal directly with out mutual customer for resolution.

M12

This charge is a resubmission of a previously returned charge and is therefore invalid. An adjustment debiting your Account has been processed. Your establishment must deal with the cardholder directly or obtain signed authorization to bill the cardholder's Account for this charge.

M13

We are unable to resolve the cardholder's dispute for the goods and services charge. Please contact the cardholder directly in this instance.

M15

The Account is no longer active. Please discontinue all future billings and contact your client for new billing arrangements

M16

The charge was incurred after the Account was cancelled.

M17

The cardholder's Account had been cancelled at the time the charge was incurred.

M18

We previously advised your establishment to discontinue all further billings to this inactive Account. Please discontinue all future billings and contact your client directly for new billing arrangements or for any payment due.

M30

The file submitted was not processed because it appears to be a duplicate of a previously processed file from your establishment.

M32

We have processed an adjustment to your Account. This adjustment represents your share of the media costs incurred in your participation in our cooperative advertisement program.

M34

Your service establishment is not on our CARDeposit program, therefore, you may not bill this type of charge.

M35

Please see the additional information below for an explanation of this adjustment.

M36

(Specify)

M37

The credit must be processed to the cardholder's American Express Account. Please deal directly with the cardholder in this instance.

M41

The support has been provided to the cardholder, who still denies the charge. An affidavit has been provided for your records.

M47

According to the cardholder's signed affidavit, the cardholder claims no knowledge of the charge.

M48

We have reversed the debit to your Account as a courtesy. Please make sure that all supporting documentation is received in our office by the reply by date to avoid these types of debits. Please note, that we cannot guarantee that we will be able to reverse these Chargebacks in the future.

P01

You have submitted a Transaction to us for an invalid or otherwise incorrect cardholder Account number, and we are unable to identify the correct Account number. You may resubmit the item to us if you are able to verify and provide the correct American Express cardholder Account number.

P02

The returned item could not be processed by American Express. An invalid or otherwise incorrect Account number was submitted. Please retain the items for your records and submit copies to your appropriate card processor.

P05

The Transaction referenced was processed in the wrong amount.

P06

The charge was submitted late.

P07

The charge was not submitted within a reasonable time period after the charge was incurred. Charges must be submitted to us at least weekly.

P08

The cardholder claims that the same Transaction was submitted and posted twice to his/her Account. If the cardholder is incorrect, please send us support of both Transactions.

P10

Our records indicate that the cardholder has been duplicately billed for the same ticket(s). Copies of the ticket(s) have been provided for your records.

P11

The cardholder was claiming duplicate billing, and you did not provide support for all the charges.

P14

This charge is invalid as the Account number has not been assigned to an American Express cardholder.

P15

Your complete response was not received within the specified time frame. To avoid similar debits in the future, please make sure all supporting documentation is received in our office by the reply by date on the inquiry.

P16

Your merchant agreement with American Express contains a specified time frame for response to our inquiries. Unfortunately, your original response was not received within that time frame.

P17

We recently requested information from you about the charge(s) made at your Establishment. We asked you to respond by a specified date, but that date has passed and unfortunately we have not heard from you. Consequently, we must now charge your Account for the adjustment amount(s) indicated below.

P18

We appreciate your response to our request for information about the (charge(s) made at your Establishment. However, we have not received the credit(s) you agreed to provide. We regret that we must therefore debit your Account for the adjustment amount(s) indicated below.

P19

Our records indicate that a charge from your establishment was submitted on an invalid plastic number.

P20

Our records indicate that a credit from your establishment was submitted on an invalid plastic number.

P21

Transaction was submitted on a test Account number.

R01

Signed proof of delivery was not provided as requested. Your establishment must provide signed proof of delivery to the cardholder's billing address at the time requested.

R02

Delivery address was not provided as requested. Your establishment must provide signed proof of delivery to the cardholder's billing address.

R03

Complete signed support and/or itemization was not provided as requested.

R04

The cardholder's dispute as stated in the inquiry was not addressed in your reply.

R05

The American Express Card is not a check guarantee card. The Card can only be used to bill goods and services. An establishment cannot bill a cardholder's Account for a check which has been returned. Please deal directly with the cardholder in this instance.

R06

The cardholder has no knowledge of the address and/or phone number on the support provided. The merchandise was not ordered or received by the cardholder.

R07

The delivery address and signed proof of delivery was not provided.

R08

As of August 1996, an update to all merchant contracts requires that you swipe the Card through your POS device whenever possible, and send full information from the Card's magnetic stripe to American Express on every swiped charge authorization. If the Card was not swiped through the POS device, then the contract requires that you obtain an imprint of the Card. Our records indicate that American Express did not receive all of the Card's magnetic stripe data on the authorization request. If this charge was keyed into your POS device, then an imprint of the Card is required. If you are convinced that you swiped the Card for this Transaction, your POS device may require maintenance to ensure that the Card's magnetic stripe is being read and sent to American Express correctly and/or your processor failed to pass this data to American Express. Please check with your POS provider, Acquiring bank or processor to correct the problem.

R09

You did not provide the signed registration cards indicating that the cardholder was responsible for the other guests involved.

R10

The support provided did not contain name and/or signature. An affidavit has been provided for your records.

R11

American Express requires a signature of a cardholder when support has been requested. When you cannot provide the cardholder's signature as authorization for a charge, you must issue credit to the Account. Since credit was not issued, the charge was returned to your establishment.

R12

We have not received sufficient support to allow us to rebill the cardholder.

R13

We previously requested information from you regarding the charge incurred at your establishment. We did not receive a response to our inquiry. Your establishment agreement requires you to respond within a specific time frame as stated on the inquiry. Under the Fair Credit Billing Act we are obligated by law to respond to the cardholder within a specified period.

R14

Your merchant agreement with American Express contains a specified time frame for response to our inquiries. Unfortunately, your original response was not received within that time frame. Please deal direct with the customer.

R15

You did not provide us with the requested support for this charge.

R17

Thank you for the information you sent in support of the charge. A debit for no reply was previously issued to your Account. We are unable to reverse this debit, as we did not receive this information in sufficient time to allow us to rebill the cardholder Account. Your replies must be received in our office on or before the reply by date specified on each inquiry. We therefore have no alternative but to suggest that you attempt to collect directly from the cardholder for this Transaction.

R20

We did not receive your reply within the specified time frame. If you have signed proof of delivery to the cardholder's billing address, you may re-bill the cardholder.

R21

Your reply was received after we charged your Account.

R22

The support has been received.

RM05

Cardholder does not agree to amount billed.

RM21

Cardholder does not recognize.

RM23

Cardholder requests copy.

RM41

Required for legal/fraud analysis.

RM42

Required for Chargeback.

V28

Cardholder requests copy with signature

V29

Charge detail or rental agreement request

V30

Cardholder requests copy

V31

Required for Chargeback

V32

Original lost in transit

V33

Required for legal/fraud analysis

V34

Repeat request for copy

V35

Written cardholder demand

V36

Legal process specifies original

V37

Previous copy illegible

V38

Required for paper/handwriting analysis

V39

Repeat request for original

V40

Required for arbitration

V78

Cardholder requests copy with signature

V79

Charge detail or rental agreement request

V80

Cardholder requests copy

V81

Required for Chargeback

V82

Original lost in transit

V83

Required for legal/fraud analysis

V84

Repeat request for copy

V85

Written cardholder demand

V86

Legal process specifies original

V87

Previous copy illegible

V88

Required for paper/handwriting analysis

V89

Repeat request for original

V90

Required for arbitration