5 Chargebacks and Inquiries

§Cardmember dissatisfaction with some aspect of the purchase (e.g., a failure to receive the merchandise, duplicate billing of a Charge, incorrect billing amount),

§an unrecognised Charge where the Cardmember requests additional information,

§Cardmember billed for goods or services not yet received, or

§actual or alleged fraudulent Transactions.

b.If a Cardmember disputes a Charge, American Express opens a case. We may also open cases when Issuers or the Network initiate disputes. If a case is opened, we may initiate a Chargeback to you immediately or send you an Inquiry.

c.You must not suggest or require Cardmembers to waive their right to dispute any Transaction, as a condition to accepting the Card.

5.3 Disputed Charges Rights

a.With respect to a Disputed Charge, unless otherwise indicated by us:

i.we may send you an Inquiry prior to exercising Chargeback

ii.if we determine we have sufficient information to resolve the Disputed Charge in favour of the Cardmember, we will exercise our Chargeback rights; or

iii.for Charges subject to the Fraud Full Recourse Programme we have Chargeback rights, where you do not have the right to request a reversal of our decision to exercise our Chargeback rights (Section 5.11, "Fraud Full Recourse Programme")

b.We have Chargeback rights:

i.whenever Cardmembers bring Disputed Charges, as described in this chapter, or have rights under Applicable Law or contract to withhold payments,

ii.in cases of actual or alleged fraud relating to Charges,

iii.if you do not comply with the Agreement (including sending incomplete or incorrect Transaction Data in Charge Submissions), even if we had notice when we paid you for a Charge that you did not so comply and even if you obtained Authorisation for the Charge in question, or

iv.as provided elsewhere in the Agreement.

c.If we exercise our Chargeback rights with respect to a Disputed Charge that would have been avoided had our Card acceptance procedures been followed (an Avoidable Chargeback), we may charge you a fee which we will notify to you. We will provide you with a list of Avoidable Chargebacks upon request.

d.All judgements regarding resolution of Disputed Charges are at our sole discretion.

e.We may reinvestigate a previously Disputed Charge if a Cardmember provides new or additional information after we review the initial supporting documentation. In such case, you may be required to provide additional information to support the validity of the Charge.

f.You must not resubmit a Disputed Charge after it has been resolved in favour of the Cardmember. We will Chargeback all such Disputed Charges that are resubmitted.

g.If you have established a process whereby your Service Provider will receive and manage Disputed Charges on your behalf, you agree that we are not liable for your Service Provider's failure to perform its responsibilities to you, including responding to us within the dispute resolution timelines set out in the Agreement.

5.4 Disputed Charges Process

a.The following describes the Disputed Charges process:

Case is opened	We may take one of the following actions, based upon the information provided by you, the Cardmember, Issuer, or Network: We may send you a Chargeback or, if we cannot resolve the Disputed Charge without further information from you, an Inquiry. We may resolve the Disputed Charge in your favour and either take no further action (if we have not previously exercised Chargeback) or reverse our previous Chargeback. None of these actions affect procedures under the Fraud Full Recourse Programme (see Section 5.11, "Fraud Full Recourse Programme").
Merchant Receives a Chargeback or Inquiry	American Express tries to resolve a Disputed Charge by first using information available to us. However, in instances where we cannot resolve a Disputed Charge, we will send you a Chargeback or, if we cannot resolve the Disputed Charge without further information from you, an Inquiry. The Chargeback or Inquiry that we will send to you includes information about the Charge in question, required documentation that you must send us to support the Charge, and a deadline by which your response must be received. Refer to the following sections for more information: Section 5.5, "Chargebacks and Inquiries Response Timeframe" Section 5.6, "Chargeback Reasons" Section 5.8, "Inquiry Types" Section 5.12, "Ways to Receive Chargebacks and Inquiries"
Merchant responds	You may respond to the Chargeback or Inquiry by: providing the required documentation to support the validity of the Charge, authorising a Chargeback to your Merchant Account, issuing a Credit to the Card Number, issuing a partial Credit to the Card Number and providing American Express with supporting documentation for the remainder of the Charge and the reason for providing only a partial Credit. See Section 5.13, "Response Methods" for the process to follow when responding to a Chargeback or Inquiry. Note: If you choose not to respond to our Inquiry, we will debit your Merchant Account with a "No Reply" Chargeback (see Section 5.6, "Chargeback Reasons".
American Express reviews	American Express reviews your response to ensure it includes all the required and requested pieces of information about the Disputed Charge. Upon receipt of the required information, we will determine whether to process, reverse, or uphold the Chargeback.
Disputed charge is resolved	When a Disputed Charge is resolved, one of the following may occur: We will notify the Cardmember and Issuer of the resolution, with consideration to any supporting documentation you provide. We will notify you of a Chargeback and debit your Bank Account. See Section 5.10, "How We Chargeback" for details. We typically resolve Disputed Charges within two (2) Cardmember billing cycles from the time the dispute is opened or as required by Applicable Law. The documentation you receive from us may provide a more exact timeframe.

5.5 Chargebacks and Inquiries Response Timeframe

a.You must respond in writing to our Chargeback and Inquiry within twenty (20) days.

b.Notwithstanding Section 5.5 a, if you are located in Argentina and a Disputed Charge relates to a Card issued in Argentina, you must respond within five (5) days.

c.Notwithstanding Section 5.5 a, if you are located in India and a Disputed Charge relates to a Card issued in India, you must respond within ten (10) days.

d.Notwithstanding Section 5.5 a, if a Disputed Charge relates to a Card issued in the EEA or UK and involves a claim that the Cardmember was not advised of the full exact amount of the Charge at the time the Cardmember consented to the Transaction, we reserve the right to reduce the response period to five (5) days from the date on which we contacted you requesting a written response.

5.6 Chargeback Reasons

a.When we process a Chargeback to you, we will provide information about the Chargeback. For each Chargeback reason, the following tables include:

§Description – brief description of the Chargeback reason,

§Information provided with Chargeback - type of information provided by the Cardmember or Issuer (or both) to support the Chargeback (documentation may not be provided with the Chargeback if it was preceded by an Inquiry),

§Support required to request a Chargeback Reversal - examples of required documentation if you request a Chargeback Reversal.

b.The tables in the following subsections list the Chargeback reasons and information related to each Chargeback reason. The key below describes the applicable classification and code structure of Chargeback codes by country:

Classification	Code structure	Country
International Standards Organisation (ISO)	4 numeric digits	All countries outside of US and Canada
US/Canada Chargeback reason code	1 alpha followed by 2 numeric digits	US and Canada

5.6.1 Authorisation

Invalid Authorisation (ISO 4521) / Charge amount exceeds Authorisation amount (A01)
Description	The amount of the Authorisation Approval was less than the Charge amount you submitted. Certain exceptions apply, see Section 3.3, "Estimated Authorisation" for industry clarifications.
Information provided with the Chargeback	Charge Data
Support required to request a Chargeback Reversal	Proof that a valid Authorisation Approval was obtained for the full Charge amount in accordance with the Agreement unless exceptions apply, or Proof that a Credit which directly offsets the Disputed Charge has already been processed

Invalid Authorisation (ISO 4521) / Charge amount exceeds Authorisation amount (A01)

Description

The amount of the Authorisation Approval was less than the Charge amount you submitted.

Certain exceptions apply, see Section 3.3, "Estimated Authorisation" for industry clarifications.

Information provided with the Chargeback

Charge Data

Support required to request a Chargeback Reversal

Proof that a valid Authorisation Approval was obtained for the full Charge amount in accordance with the Agreement unless exceptions apply, or
Proof that a Credit which directly offsets the Disputed Charge has already been processed

Invalid Authorisation (ISO 4521) / No valid authorisation (A02)
Description	The Charge you submitted did not receive a valid Authorisation Approval; it was declined or the Card was expired. Certain exceptions apply, see Section 3.3, "Estimated Authorisation" for industry clarifications.
Information provided with the Chargeback	Charge Data
Support required to request a Chargeback Reversal	Proof that a valid Authorisation Approval was obtained in accordance with the Agreement, or Proof that a Credit which directly offsets the Disputed Charge has already been processed For a Transit Contactless Transaction, proof that: §An approved Account Status Check or Authorisation was obtained within the Authorisation Time Period, prior to the Submission of the corresponding Aggregated Charge for an amount that does not exceed the Chargeback Protection Threshold, or §Authorisation was obtained for an Aggregated Charge that exceeded the Chargeback Protection Threshold or the Authorisation Time Period, or §if the Account Status Check or Authorisation was declined, the Transaction amount was less than or equal to the Declined Authorisation Protection threshold 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

Invalid Authorisation (ISO 4521) / No valid authorisation (A02)

Description

The Charge you submitted did not receive a valid Authorisation Approval; it was declined or the Card was expired.

Certain exceptions apply, see Section 3.3, "Estimated Authorisation" for industry clarifications.

Information provided with the Chargeback

Charge Data

Support required to request a Chargeback Reversal

Proof that a valid Authorisation Approval was obtained in accordance with the Agreement, or
Proof that a Credit which directly offsets the Disputed Charge has already been processed
For a Transit Contactless Transaction, proof that:

§An approved Account Status Check or Authorisation was obtained within the Authorisation Time Period, prior to the Submission of the corresponding Aggregated Charge for an amount that does not exceed the Chargeback Protection Threshold, or

§Authorisation was obtained for an Aggregated Charge that exceeded the Chargeback Protection Threshold or the Authorisation Time Period, or

§if the Account Status Check or Authorisation was declined, the Transaction amount was less than or equal to the Declined Authorisation Protection threshold

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

Invalid Authorisation (ISO 4521) / Authorisation approval expired (A08)
Description	The Charge was submitted after the Authorisation Approval expired.
Information provided with the Chargeback	Charge Data
Support required to request a Chargeback Reversal	Proof that a valid Authorisation Approval was obtained in accordance with the Agreement, or Proof that a Credit which directly offsets the Disputed Charge has already been processed

5.6.2 Cardmember Disputes

Credit not processed (ISO 4513 / C02)
Description	We have not received the Credit (or partial Credit) you were to apply to the Card.
Information provided with the Chargeback	Charge Data, or Copy of the Credit Record or details showing that you were to provide Credit to the Cardmember.
Support required to request a Chargeback Reversal	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 offsets the Disputed Charge has already been processed

Credit not processed (ISO 4513) / Goods/services returned or refused (C04)
Description	The goods or services were returned or refused but the Cardmember did not receive Credit.
Information provided with the Chargeback	Charge Data, and If returned: Details of the return (e.g., returned date, shipping documentation, etc.), or If refused: Date of the refusal and the method of refusal.
Support required to request a Chargeback Reversal	Written explanation refuting the Cardmember'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 Cardmember, and details explaining how the Cardmember 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 Cardmember 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 offsets the Disputed Charge has already been processed

Credit not processed (ISO 4513) / Goods/services cancelled (C05)
Description	The Cardmember claims that the goods/services ordered were cancelled.
Information provided with the Chargeback	Charge Data, and Cancellation details (e.g., cancellation number, cancellation date, email notification, written documentation requesting cancellation, acknowledgement that cancellation request was received)
Support required to request a Chargeback Reversal	A copy of your cancellation policy, an explanation of your procedures for disclosing it to the Cardmember, and details explaining how the Cardmember 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 Cardmember did not follow the policy, or Proof that a Credit which directly offsets the Disputed Charge has already been processed

Credit not processed (ISO 4513) / "No show" (C18)
Description	The Cardmember claims to have cancelled a reservation yet was charged a No Show charge.
Information provided with the Chargeback	Charge Data, and Cancellation details (e.g., cancellation number, cancellation date, email notification, written documentation requesting cancellation, acknowledgement that cancellation request was received)
Support required to request a Chargeback Reversal	Documentation that supports the validity of the "no show" reservation, or Proof that a Credit which directly offsets the Disputed Charge has already been processed

Goods/services not received or only partially received (ISO 4554 / C08)
Description	The Cardmember claims to have not received (or only partially received) the goods/services.
Information provided with the Chargeback	Charge Data, and Written description of the goods/services the Cardmember purchased, or Documentation showing return, or attempt to return, the partially received goods (e.g., pickup/delivery confirmation)
Support required to request a Chargeback Reversal	Proof that the goods or services were received in their entirety by the Cardmember or the Cardmember's authorised representative, or Proof that the goods or services were delivered to the address specified by the Cardmember, or Completion of work order approved in writing by the Cardmember showing the Cardmember received the services and dates that the services were used/provided, or Proof refuting Cardmember's claim that services were cancelled or that the goods were returned to the Merchant, or Proof that a Credit which directly offsets the Disputed Charge has already been processed, or For Instalment Payment Transactions and Bill Payment Provider Transactions, provide a copy of your terms and conditions agreed to by the Cardmember and details explaining how the Cardmember did not comply with the terms and conditions, or Compelling Evidence as defined in Subsection 5.7.1, " Compelling Evidence for goods/services not received or only partially received (ISO 4554/C08)"

Paid by other means (ISO 4515 / C14)
Description	The Cardmember has provided us with proof of payment by another method.
Information provided with the Chargeback	Charge Data, and Documentation or written explanation describing how the Cardmember paid with another form of payment
Support required to request a Chargeback Reversal	Documentation showing that the Cardmember's other form of payment was not related to the Disputed Charge, or Proof that the Cardmember provided consent to use the Card as a valid form of payment for the Disputed Charge, or Proof that a Credit which directly offsets the Disputed Charge has already been processed

Cancelled recurring billing (ISO 4544 / C28)
Description	Cardmember claims to have cancelled or attempted to cancel Recurring Billing Charges for goods or services. Please discontinue all future billing for this Recurring Billing Charge.
Information provided with the Chargeback	Charge Data, and Cancellation or attempted cancellation details (e.g., cancellation number, cancellation date, email notification, written documentation requesting cancellation, acknowledgement that cancellation request was received)
Support required to request a Chargeback Reversal	A copy of your cancellation policy, an explanation of your procedures for disclosing it to the Cardmember, and details explaining how the Cardmember did not follow the cancellation policy, or Proof that the Cardmember has not cancelled and continues to use the service or receive the goods, or Proof that a Credit which directly offsets the Disputed Charge has already been processed

Goods/services not as described (ISO 4553 / C31)
Description	The Cardmember claims to have received goods/services that are different than the written description provided at the time of the Charge.
Information provided with the Chargeback	Charge Data, and A description of the Cardmember's claim that the goods/services received differ from your written description provided at the time of Charge, and In the case of goods: written description of the Cardmember's attempt to return the goods
Support required to request a Chargeback Reversal	Proof refuting the Cardmember's claim that the written description differs from the goods/services received, or Proof that the Cardmember agreed to accept the goods/services as provided, or Proof that a Credit which directly offsets the Disputed Charge has already been processed, or Proof that goods and services matched what was described at time of purchase (e.g., photographs, e-mails) or, For Instalment Payment Transactions and Bill Payment Provider Transactions, provide a copy of your terms and conditions agreed to by the Cardmember and details explaining how the Cardmember did not comply with the terms and conditions. For goods or services purchased by the Cardmember that were received in a damaged or defective state, the Merchant must provide one (1) 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 Cardmember did not comply with the Merchant's clearly documented cancellation, return policy or applicable law and regulations Show that the Cardmember agreed to accept the goods or services "as is"

Goods/services not as described (ISO 4553 / C31)

Description

The Cardmember claims to have received goods/services that are different than the written description provided at the time of the Charge.

Information provided with the Chargeback

Charge Data, and
A description of the Cardmember's claim that the goods/services received differ from your written description provided at the time of Charge, and
In the case of goods: written description of the Cardmember's attempt to return the goods

Support required to request a Chargeback Reversal

Proof refuting the Cardmember's claim that the written description differs from the goods/services received, or
Proof that the Cardmember agreed to accept the goods/services as provided, or
Proof that a Credit which directly offsets the Disputed Charge has already been processed, or
Proof that goods and services matched what was described at time of purchase (e.g., photographs, e-mails) or,
For Instalment Payment Transactions and Bill Payment Provider Transactions, provide a copy of your terms and conditions agreed to by the Cardmember and details explaining how the Cardmember did not comply with the terms and conditions.

For goods or services purchased by the Cardmember that were received in a damaged or defective state, the Merchant must provide one (1) 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 Cardmember did not comply with the Merchant's clearly documented cancellation, return policy or applicable law and regulations
Show that the Cardmember agreed to accept the goods or services "as is"

Goods/services damaged or defective (ISO 4553 / C32)
Description	The Cardmember claims to have received damaged or defective goods/services.
Information provided with the Chargeback	Charge Data, and Description of the damage or defective goods/services, date of receipt of the goods/services, extent of the damage to the goods or how the service was defective, and Details of how you were notified or how the Cardmember attempted to notify you of the issue, and If returned: Details of how the Cardmember returned, or attempted to return, the goods to you
Support required to request a Chargeback Reversal	Proof refuting the Cardmember'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 an attempt was made to repair or replace damaged or defective goods or to provide replacement services, or Proof that the Cardmember did not comply with your clearly documented cancellation and return policies or Applicable Law (provided that, in the case of goods, they were returned to you), or Proof that the Cardmember agreed to accept the goods as delivered, or Proof that the goods/services were not returned to you, or Proof that a Credit which directly offsets the Disputed Charge has already been processed or For Instalment Payment Transactions and Bill Payment Provider Transactions, provide a copy of your terms and conditions agreed to by the Cardmember and details explaining how the Cardmember did not comply with the terms and conditions.

Vehicle rental charge non qualified or unsubstantiated (ISO 4750) / Vehicle rental - capital damages, theft, or loss of use (M10)
Description	The Cardmember claims to have been incorrectly billed for Capital Damages, theft, or loss of use. Section 6.7, "Motor Vehicles"
Information provided with the Chargeback	Charge Data, and If the Transaction amount exceeds the estimated amount by more than 15%, a copy of the specific estimate of the Capital Damages agreed to by the Cardmember If the Cardmember purchased the Merchant's collision, loss, or theft insurance – documentation that proves the Cardmember purchased, and was charged for the car rental Merchant's collision, loss, or theft insurance If the Cardmember was charged for theft or loss of use of the vehicle – documentation that proves the Cardmember was charged for theft or loss of use of the vehicle
Support required to request a Chargeback Reversal	Proof that the Charge submitted was within the specific estimate of the Capital Damages agreed in writing by the Cardmember, plus 15%. Proof refuting Cardmember's claim that they were covered by the Merchant's insurance (i.e., rental agreement evidencing Cardmember's waiver of insurance or documentation that shows the Cardmember purchased insurance that was not sufficient to pay for the Capital Damages). Proof that the Charge was valid and not for theft or loss of use. Proof that the Cardmember agreed in writing to accept liability for the Capital Damages. Proof that a credit which directly offsets the Disputes Charge has already been processed.

Local Regulatory/Legal Dispute (ISO 4754)
Description	Certain laws may provide Cardmembers with the right to be refunded by the Issuer. In such circumstances we will have Chargeback rights in respect to such Transactions. Where such laws are in effect and the Cardmember claims the rights provided, the Issuer may charge back for this reason, but only where no other Chargeback rights apply, the Transaction meets the defined requirements, and both the acquirer and Issuer have an obligation under the applicable law or regulation.
Information provided with the Chargeback	Charge Data and applicable law or regulation
Support required to request a Chargeback Reversal	Supporting documentation demonstrating that the alleged law/regulation does not exist (e.g., was repealed or expired), the Cardmember is not covered by it, or it does not apply to the facts of the Cardmember's dispute, or it does not establish an obligation of the acquirer. Proof that a correcting Transaction, which directly offsets the disputed Transaction, has already been processed.

5.6.3 Fraud

Missing imprint (ISO 4527 / F10)
Description	The Cardmember claims they did not participate in this Charge that was not processed using Magnetic Stripe or Chip Card Data. Note: Not applicable to Card Not Present Charges, and Digital Wallet Payments.
Information provided with the Chargeback	Charge Data
Support required to request a Chargeback Reversal	Proof that this was a Card Not Present Charge, or Proof that a Credit which directly offsets the Disputed Charge has already been processed, or Proof that the Card was present by providing an imprinted Charge Record or showing capture of the Magnetic Stripe

Missing imprint (ISO 4527 / F10)

Description

The Cardmember claims they did not participate in this Charge that was not processed using Magnetic Stripe or Chip Card Data.

Note: Not applicable to Card Not Present Charges, and Digital Wallet Payments.

Information provided with the Chargeback

Charge Data

Support required to request a Chargeback Reversal

Proof that this was a Card Not Present Charge, or
Proof that a Credit which directly offsets the Disputed Charge has already been processed, or
Proof that the Card was present by providing an imprinted Charge Record or showing capture of the Magnetic Stripe

Multiple ROCs (ISO 4534 / F14)
Description	The Cardmember claims they participated in one valid transaction with your establishment, however, the Cardmember denies participation in the additional and subsequent transactions that were submitted by you.
Information provided with the Chargeback	Charge Data for each Charge
Support required to request a Chargeback Reversal	Proof that each of the Transactions are valid Charges, or Proof that a Credit which directly offsets the Disputed Charge has already been processed

No Valid Authorisation (ISO 4755) / No Cardmember Authorisation (F24)
Description	The Cardmember claims they did not participate in this Charge. You submitted the Charge for payment, but the Charge was not Authorised, was declined or was submitted with an expired Authorisation. Note: If prior Authorisation was provided for a lesser amount, the Chargeback amount is restricted to the difference of the Authorised amount and the submitted Transaction amount. For estimated Charge amounts, the Chargeback amount is restricted to the difference of the Authorised amount plus the allowable percentage and the submitted Transaction amount. See Section 3.3, "Estimated Authorisation".
Information provided with the Chargeback	Charge Data
Support required to request a Chargeback Reversal	Proof that a Credit which directly offsets the Disputed Charge has already been processed, or Proof that you received a valid Authorisation for the Charge For a Transit Contactless Transaction, proof that: §An approved Account Status Check or Authorisation was obtained within the Authorisation Time Period, prior to the Submission of the corresponding Aggregated Charge for an amount that does not exceed the Chargeback Protection Threshold, or §Authorisation was obtained for an Aggregated Charge that exceeded the Chargeback Protection Threshold or the Authorisation Time Period, or §if the Account Status Check or Authorisation was declined, the Transaction amount was less than or equal to the Declined Authorisation Protection threshold.

No Valid Authorisation (ISO 4755) / No Cardmember Authorisation (F24)

Description

The Cardmember claims they did not participate in this Charge. You submitted the Charge for payment, but the Charge was not Authorised, was declined or was submitted with an expired Authorisation.

Note: If prior Authorisation was provided for a lesser amount, the Chargeback amount is restricted to the difference of the Authorised amount and the submitted Transaction amount.

For estimated Charge amounts, the Chargeback amount is restricted to the difference of the Authorised amount plus the allowable percentage and the submitted Transaction amount. See Section 3.3, "Estimated Authorisation".

Information provided with the Chargeback

Charge Data

Support required to request a Chargeback Reversal

Proof that a Credit which directly offsets the Disputed Charge has already been processed, or
Proof that you received a valid Authorisation for the Charge
For a Transit Contactless Transaction, proof that:

§Authorisation was obtained for an Aggregated Charge that exceeded the Chargeback Protection Threshold or the Authorisation Time Period, or

§if the Account Status Check or Authorisation was declined, the Transaction amount was less than or equal to the Declined Authorisation Protection threshold.

Card Not Present (ISO 4540 / F29)
Description	The Cardmember denies participation in a mail order, telephone order, application-initiated, or Internet Charge.
Information provided with the Chargeback	Charge Data
Support required to request a Chargeback Reversal	Proof of Delivery to the Cardmember'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 Authorisation and shipped goods to the validated address, or Proof that a Credit which directly offsets the Disputed Charge has already been processed, or Compelling Evidence as defined in Subsection 5.7.2, " Compelling Evidence for Card Not Present Fraud (ISO 4540/F29)"

Fraud Liability Shift - Counterfeit (ISO 4798) / EMV ¹ counterfeit (F30)
Description	The Cardmember 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. Notes: May not be applied unless the country's EMV status is designated as "counterfeit" as specified in Chapter 8, "Country Specific Policies" Not applicable to contactless Transactions and Digital Wallet Payments
Information provided with the Chargeback	Charge Data
Support required to request a Chargeback Reversal	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 offsets the Disputed Charge, has already been processed

Fraud Liability Shift - Counterfeit (ISO 4798) / EMV ¹ counterfeit (F30)

Description

The Cardmember 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.

Notes:

May not be applied unless the country's EMV status is designated as "counterfeit" as specified in Chapter 8, "Country Specific Policies"
Not applicable to contactless Transactions and Digital Wallet Payments

Information provided with the Chargeback

Charge Data

Support required to request a Chargeback Reversal

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 offsets the Disputed Charge, has already been processed

¹EMV® is a registered trademark in the U.S. and other countries and an unregistered trademark elsewhere. The EMV trademark is owned by EMVCo, LLC. section 2.1.1.A.V.C.

Fraud Liability Shift - Lost/Stolen/Non-Received (ISO 4799) / EMV Lost / Stolen / Non Received (F31)
Description	The Cardmember 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. Notes: May not be applied unless the country's EMV status is designated as "lost/stolen" as specified in Chapter 8, "Country Specific Policies" Not applicable to contactless Transactions and Digital Wallet Payments, and Charges that qualify under the No CVM Programme. (Section 2.1.4, " No CVM Programme")
Information provided with the Chargeback	Charge Data
Support required to request a Chargeback Reversal	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 offsets the Disputed Charge, has already been processed

Fraud Liability Shift - Lost/Stolen/Non-Received (ISO 4799) / EMV Lost / Stolen / Non Received (F31)

Description

The Cardmember 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.

Notes:

May not be applied unless the country's EMV status is designated as "lost/stolen" as specified in Chapter 8, "Country Specific Policies"
Not applicable to contactless Transactions and Digital Wallet Payments, and Charges that qualify under the No CVM Programme. (Section 2.1.4, " No CVM Programme")

Information provided with the Chargeback

Charge Data

Support required to request a Chargeback Reversal

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 offsets the Disputed Charge, has already been processed

5.6.4 Inquiry/Miscellaneous

Insufficient reply (ISO 4517 / R03)
Description	Complete support and/or documentation were not provided as requested in response to an Inquiry.
Information provided with the Chargeback	Charge Data
Support required to request a Chargeback Reversal	Proof that a Credit which directly offsets the Disputed Charge has already been processed

No reply (ISO 4516 / R13)
Description	We did not receive your response to our Inquiry within the specified timeframe. See Section 5.5, "Chargebacks and Inquiries Response Timeframe".
Information provided with the Chargeback	Charge Data
Support required to request a Chargeback Reversal	Proof you responded to the original Inquiry within the specified timeframe, or Proof that a Credit which directly offsets the Disputed Charge has already been processed

5.6.5 Processing Error

Unassigned Card Number (ISO 4523 / P01)
Description	You have submitted a Charge using an invalid or otherwise incorrect Card Number. Note: You may resubmit the Charge to us if you are able to verify and provide the correct Card Number.
Information provided with the Chargeback	Charge Data
Support required to request a Chargeback Reversal	Copy of the imprint that confirms Card Number, or Proof that you obtained an Authorisation 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 offsets the Disputed Charge has already been processed

Unassigned Card Number (ISO 4523 / P01)

Description

You have submitted a Charge using an invalid or otherwise incorrect Card Number.

Note: You may resubmit the Charge to us if you are able to verify and provide the correct Card Number.

Information provided with the Chargeback

Charge Data

Support required to request a Chargeback Reversal

Copy of the imprint that confirms Card Number, or
Proof that you obtained an Authorisation 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 offsets the Disputed Charge has already been processed

Credit/Debit Presentment Error (ISO 4752) / Credit processed as Charge (P03)
Description	The Cardmember claims the Charge you submitted should have been submitted as a Credit.
Information provided with the Chargeback	Charge Data, and Copy of the Credit Record or details showing you agreed to provide Credit to the Cardmember
Support required to request a Chargeback Reversal	Proof that the Charge was submitted correctly, or Proof that a Credit which directly offsets the Charge has already been processed

Credit/Debit Presentment Error (ISO 4752) / Charge processed as Credit (P04)
Description	The Cardmember claims the Credit you submitted should have been submitted as a Charge.
Information provided with the Chargeback	Charge Data, and Copy of the Charge Record or details of the Charge
Support required to request a Chargeback Reversal	Proof that the Credit was submitted correctly, or Proof that a Charge that directly offsets the Credit has already been processed

Incorrect Transaction Amount or Primary Account Number (PAN) Presented (ISO 4507) / Incorrect Charge amount (P05)
Description	The Charge amount you submitted differs from the amount the Cardmember agreed to pay.
Information provided with the Chargeback	Charge Data, and Details describing the discrepancy and a copy of the Charge Record, if available
Support required to request a Chargeback Reversal	Proof that the Cardmember agreed to the amount submitted, or Proof that the Cardmember was advised of and agreed to pay for any additional or delayed Charges using the Card the Charge was submitted to, or Itemised contract/documentation substantiating the Charge amount submitted (e.g., copy of the itemised Record of Charge or the Record of Charge combined with itemised documentation showing the breakdown of charges), or Proof that a Credit which directly offsets the Disputed Charge has already been processed

Late Presentment (ISO 4536) / Late submission (P07)
Description	The Charge was not submitted within the required timeframe. See Section 4.2, "Submitting Charges"
Information provided with the Chargeback	Charge Data
Support required to request a Chargeback Reversal	Proof the Charge was submitted within the required timeframe, or Proof that a Credit which directly offsets the Disputed Charge has already been processed

Multiple Processing (ISO 4512) / Duplicate Charge (P08)
Description	The individual Charge was submitted more than once.
Information provided with the Chargeback	Charge Data for each Charge
Support required to request a Chargeback Reversal	Documentation showing that each Charge is valid, or Proof that a Credit which directly offsets the Disputed Charge has already been processed

Non-Matching Card Number (ISO 4507 / P22)
Description	The Card Number in the Submission does not match the Card Number in the original Charge.
Information provided with the Chargeback	Charge Data, and Supporting documentation showing the Card Number on the Charge Record is different than on the Submission
Support required to request a Chargeback Reversal	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 offsets the Disputed Charge has already been processed

Currency discrepancy (ISO 4530 / P23)
Description	The Charge was incurred in an invalid currency. Section 4.1, "Submitting Charges and Credits"
Information provided with the Chargeback	Charge Data
Support required to request a Chargeback Reversal	Proof that a Credit which directly offsets the Disputed Charge has already been processed

5.6.6 Fraud Full Recourse

Fraud Full Recourse Program (ISO 4763 / FR2)
Description	The Cardmember denies authorising the Charge and your Establishment has been placed in the Fraud Full Recourse Program.
Information provided with the Chargeback	Charge Data
Support required to request a Chargeback Reversal	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 offsets the Disputed Charge has already been processed

5.7 Compelling Evidence

a.You may provide Compelling Evidence as support to demonstrate the Cardmember participated in the Transaction, received goods or services, or benefited from the Transaction. If we determine that the evidence satisfies the relevant section(s) of the Compelling Evidence policy, the Issuer will review the Compelling Evidence with the Cardmember prior to making a decision on the Chargeback reversal request. Merchants are expected to provide all available information, and to only submit Compelling Evidence when the Merchant strongly believes the Cardmember participated in the Transaction, received goods or services, or authorised the Charge. Only Compelling Evidence that has been gathered in compliance with Applicable Law may be relied upon. For a list of Compelling Evidence items, see Subsection 5.7.1, " Compelling Evidence for goods/services not received or only partially received (ISO 4554/C08)", and Subsection 5.7.2, " Compelling Evidence for Card Not Present Fraud (ISO 4540/F29)".

5.7.1 Compelling Evidence for goods/services not received or only partially received (ISO 4554/C08)

Item #	Allowable Compelling Evidence for goods/services not received or only partially received (ISO 4554/C08) Chargeback Reversal request must include one (1) of the following items:
1	For Transactions involving goods or services, evidence to prove that there is a link between the person who received the goods or services and the Cardmember (e.g., photographs, emails), or
2	For Airline or other passenger transportation Transactions, one (1) of the following must be provided: Evidence that the Cardmember 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 programme rewards for the flight or travel in question, showing a direct connection to the Cardmember, 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 Itemised invoice for associated Charges, or Or,
3	For Card Not Present Transactions where the goods are picked up at the Merchant's location: The Merchant must provide the Cardmember or authorised third party signature on the pickup form as well as additional proof to demonstrate that the identity of the Cardmember or authorised third party was verified at the time of pickup Or,
4	For e-commerce Transactions representing the sale of Digital Goods or Services downloaded from a Merchant's website or application or accessed online, one (1) of the following must be provided: Proof that the Cardmember's IP address at the time of purchase matches the IP address where the digital goods were downloaded, or Proof the Cardmember'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 Cardmember for Digital Goods or Services after the Transaction Date. Note: In addition to the above, one (1) of the following may also be provided: Description of the digital goods, or Date and time the digital goods were downloaded or accessed.

5.7.2 Compelling Evidence for Card Not Present Fraud (ISO 4540/F29)

Item #	Allowable Compelling Evidence for Card Not Present fraud (ISO 4540/F29) Chargeback Reversal request must include one (1) of the following items:
1	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, or
2	For Airline or other passenger transportation Transactions, one (1) of the following must be provided: Evidence that the Cardmember participated in the flight or transportation (e.g., scanned boarding pass, or passenger manifest), or Credits of frequent flyer miles or loyalty point programme rewards earned or redeemed for the flight or travel in question, showing a direct connection to the Cardmember, or Proof of receipt of the flight or transportation ticket at the Cardmember's billing address, or Proof that the Transaction contains the designated passenger name that matches a previously used passenger name from an undisputed Transaction, Or,
3	For e-commerce Transactions involving the sale of Digital Goods or Services, provide all of the following: a.Cardmember name linked to the account with the Merchant and b.Description of the goods or services and the date/time they were purchased and downloaded, accessed, or provided to the Cardmember c.Proof that the device and Card used for the disputed Transaction was used in a previous Transaction that was not disputed and the following information is currently linked to the Cardmember 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: Proof that the Merchant validated the Card and the Cardmember 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 Cardmember and successfully verified by the Merchant on or before the Transaction date, Proof that the Cardmember 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. Or,
4	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 Cardmember, and b.Proof the Cardmember accessed the Merchant's website or application to establish services on or before the Transaction date, and c.Proof the Cardmember received the goods or services, and d.Proof of a previous Transaction that was not disputed Or,
5	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 Cardmember, and b.Details of the initial ad-service setup, including at least two (2) of the following items: i.Purchaser's IP address and geographical location at the date and time of the initial ad-service setup ii.Email address of purchaser iii.Company name or purchaser name, and c.Proof the Cardmember has accessed the Merchant's website to establish services on or before the Transaction date, and d.Proof that the device and Card used for the disputed Transaction was used in a previous Transaction that was not disputed. In addition, provide the following information that is currently linked to the Cardmember account with the Merchant: i.Device ID ii.IP address and geographical location iii.Device name (if available) e.Proof that the Cardmember received the goods or services, and f.Description of the goods or services and the date they were provided.

5.8 Inquiry Types

a.American Express tries to resolve Disputed Charges by first using information available to us. This includes, but is not limited to, replying with a Substitute Charge Record (Subsection 2.4.1, " Substitute Charge Records") on your behalf in attempts to resolve the Disputed Charge. American Express relies on the information previously provided by the Merchant related to the disputed transaction when generating a Substitute Charge Record. No warranty, express or implied, is made by American Express, nor do we accept any liability regarding the accuracy, adequacy, completeness, reliability, or usefulness of the information provided by the Merchant and used in creating a Substitute Charge Record.

b.In instances where we cannot resolve a Disputed Charge, we will send you an Inquiry. The form of Inquiry that we will send you includes information about the Charge in question, explanations of the material you must send us to support the Charge, and a deadline by which your response must be received. In response to Inquiries, we will accept Compelling Evidence items (Section 5.7, "Compelling Evidence") to show that the Cardmember participated in the Transaction, received the goods or services, or benefited from the Transaction. In addition, when providing Proof of Delivery, a signature from the Cardmember or an authorised signer of the Card is not required.

Inquiry category, reason code, and definition	Industry and supporting documentation
(6014) Does Not Recognise/Remember/No Knowledge (6014) Cardmember does not recognise or remember the Charge. (6014) Cardmember does not recognise or remember the Card Not Present Charge.	The Cardmember claims to not recognise the Charge. Please perform one of the following: provide support and itemisation; or, issue Credit Optional support, if available: If the Charge relates to shipped goods, please include shipping details with the full delivery address.
(6003/4513) Credit Not Processed Cardmember claims Credit is due from Merchant, but has not received the Credit.	The Cardmember has requested Credit for goods that were returned to your Establishment. Please perform one of the following: issue Credit or explain why Credit is not due along with a copy of your return policy
(6003/4554) Non Receipt of Goods/Services Cardmember did not receive the goods or services.	The Cardmember requests delivery of goods / services ordered but not received. Please perform one of the following: provide the service or ship the goods, issue Credit, or provide Proof of Delivery or proof that the Cardmember received the services in full. For other recommended supporting documentation, please refer to Section 5.7, "Compelling Evidence". When providing Proof of Delivery, a signature from the Cardmember or an authorised signer of the Card is not required.
(6003/4507) Overcharge/Incorrect Transaction Amount Cardmember claims that the amount of the Transaction is incorrect.	The Cardmember claims the Charge amount you submitted differs from the amount the Cardmember agreed to pay. Please perform one of the following: issue Credit, or explain why Credit is not due and provide relevant documentation.
(6003/4553) Damaged or Defective Goods Goods received from the Merchant were damaged or defective. Request for return Authorisation	The Cardmember claims the goods received are damaged or defective and requests return Authorisation. If a return is not permitted, please provide a copy of your return or refund policy, and information on your efforts to resolve the claim.
(6003/4553) Repair or Replacement of Defective Goods Goods received from the Merchant were damaged or defective. Request for repair, replacement or return instructions	The Cardmember requests repair or replacement of damaged or defective goods received. Please perform one of the following: issue Credit, or return instructions and make the appropriate repairs, or a copy of your return/replacement policy and explain why the goods cannot be repaired/replaced.
(6003/4513 or 4544) Goods or Services Cancelled or Returned The Cardmember recalls the purchase, but claims to have cancelled/returned it. This category includes billings for cancelled reservations, no show Charges, cancelled lodging/cruise deposits, cancelled recurring/continuing billing and other deposits.	The Cardmember claims the goods / services were cancelled / expired or the Cardmember has been unsuccessful in an attempt to cancel the goods / services. Please discontinue future billings and perform one of the following: issue Credit, or provide a copy of your cancellation or return policy provided to the Cardmember at the time of the purchase and an explanation regarding how the Cardmember did not follow your cancellation or return policy, or if the charge is a Recurring Billing Charge, provide evidence the Cardmember has not cancelled and continues to use the service or receive the goods.
(6003/4553) Not as Described or Dissatisfied with Goods or Services Goods or services do not conform to the documented description; or the Cardmember is not satisfied with the goods or services that were delivered or provided.	The Cardmember claims the goods / services do not conform to the documented description or they are not satisfied with the goods / services that were delivered or provided. Please perform one of the following: provide proof of repair or replacement for goods or services that were not as described by your Establishment,or issue Credit, or provide a copy of terms and conditions for all goods or services provided including warranty information, if applicable. advise of efforts taken to resolve the issue and/or options available for resolution.
(6003/4554) Services Not Rendered Cardmember has not received the goods or services that were purchased.	The Cardmember has requested Credit for goods / services that were not received from your Establishment. Please perform one of the following: issue Credit or provide Proof of Delivery or proof that services were provided in full. For other recommended supporting documentation, please refer to Section 5.7, "Compelling Evidence". When providing Proof of Delivery, a signature from the Cardmember or an authorised signer of the Card is not required.
(6006) Fraudulent Transactions Cardmember claims Charge is fraudulent.	The Cardmember claims the Charge incurred at your Establishment is fraudulent. For a Card Present Charge, provide: a copy of the Charge Record and if applicable, an imprint of the Card, if one was taken. For a Card Not Present Charge, provide: a copy of the Charge Record, any contracts or other details associated with the purchase, and Proof of Delivery with the Cardmember's complete and valid billing address. For other recommended supporting documentation, please refer to Section 5.7, "Compelling Evidence". When providing Proof of Delivery, a signature from the Cardmember or an authorised signer of the Card is not required.
(6003/4752) Credit Presentment Error The Charge should have been submitted as a Credit.	The Cardmember claims the referenced Charge should have been submitted as a Credit. Please perform one of the following: issue Credit, or provide support and itemisation for the Charge and an explanation of why Credit is not due.
(6003/4513) Cancelled or refused The goods or services were cancelled or refused.	The Cardmember claims the goods / services were cancelled and /or refused. Please perform one of the following: issue Credit, or provide your cancellation or refund policy provided to the Cardmember at the time of the purchase, and an explanation regarding how the Cardmember did not follow your cancellation policy.
(6003/4512) Duplicate Billing Cardmember was Charged multiple times for the same Transaction.	The Cardmember requests Credit from your Establishment for a duplicate billing. If your records show this is correct, please issue Credit. If Credit is not due, provide support and itemisation of both charges and explain fully in the space below.
(6003/4513) Credit Not Presented Credit is due but does not appear.	The Cardmember claims that a Credit is due but has not appeared on their account. Please perform one of the following: issue Credit, or provide support for the Charge and an explanation of why Credit is not due.
(6003/4515) Paid by Other Means Charge was paid by another form of payment.	The Cardmember claims the Charge was paid by another form of payment. Please perform one of the following: issue Credit, or provide proof that the Cardmember's payment by other means was not related to the Disputed Charge; or provide an explanation that you have no record of the Cardmember's other payment.
(6016) Cardmember Requests Support Cardmember only requesting supporting documentation.	The Cardmember is not disputing the Charge at this time, but is requesting support and itemisation. Please provide this requested documentation.
(6003/4750) Vehicle Rental and capital damages Cardmember has questioned the Charge for damages/theft or loss.	The Cardmember has questioned the Charge for damages / theft or loss. Please perform one of the following: issue credit; or provide a copy of the following documentation: §Itemised rental agreement, §Itemised documentation to support the Charge, §proof that the Cardmember agreed in writing to accept responsibility for the Charge, and §proof that the Cardmember agreed in writing to select American Express as the payment method for the Charge.

Inquiry category, reason code, and definition

Industry and supporting documentation

(6014) Does Not Recognise/Remember/No Knowledge

(6014)

Cardmember does not recognise or remember the Charge.

(6014)

Cardmember does not recognise or remember the Card Not Present Charge.

The Cardmember claims to not recognise the Charge. Please perform one of the following:

provide support and itemisation; or,
issue Credit

Optional support, if available:

If the Charge relates to shipped goods, please include shipping details with the full delivery address.

(6003/4513) Credit Not Processed

Cardmember claims Credit is due from Merchant, but has not received the Credit.

The Cardmember has requested Credit for goods that were returned to your Establishment. Please perform one of the following:

issue Credit or
explain why Credit is not due along with a copy of your return policy

(6003/4554) Non Receipt of Goods/Services

Cardmember did not receive the goods or services.

The Cardmember requests delivery of goods / services ordered but not received. Please perform one of the following:

provide the service or ship the goods,
issue Credit, or
provide Proof of Delivery or proof that the Cardmember received the services in full.

For other recommended supporting documentation, please refer to Section 5.7, "Compelling Evidence".

When providing Proof of Delivery, a signature from the Cardmember or an authorised signer of the Card is not required.

(6003/4507) Overcharge/Incorrect Transaction Amount

Cardmember claims that the amount of the Transaction is incorrect.

The Cardmember claims the Charge amount you submitted differs from the amount the Cardmember agreed to pay.

Please perform one of the following:

issue Credit, or
explain why Credit is not due and provide relevant documentation.

(6003/4553) Damaged or Defective Goods

Goods received from the Merchant were damaged or defective. Request for return Authorisation

The Cardmember claims the goods received are damaged or defective and requests return Authorisation. If a return is not permitted, please provide

a copy of your return or refund policy, and
information on your efforts to resolve the claim.

(6003/4553) Repair or Replacement of Defective Goods

Goods received from the Merchant were damaged or defective. Request for repair, replacement or return instructions

The Cardmember requests repair or replacement of damaged or defective goods received. Please perform one of the following:

issue Credit, or
return instructions and make the appropriate repairs, or
a copy of your return/replacement policy and explain why the goods cannot be repaired/replaced.

(6003/4513 or 4544) Goods or Services Cancelled or Returned

The Cardmember recalls the purchase, but claims to have cancelled/returned it. This category includes billings for cancelled reservations, no show Charges, cancelled lodging/cruise deposits, cancelled recurring/continuing billing and other deposits.

The Cardmember claims the goods / services were cancelled / expired or the Cardmember has been unsuccessful in an attempt to cancel the goods / services. Please discontinue future billings and perform one of the following:

issue Credit, or
provide a copy of your cancellation or return policy provided to the Cardmember at the time of the purchase and an explanation regarding how the Cardmember did not follow your cancellation or return policy, or
if the charge is a Recurring Billing Charge, provide evidence the Cardmember has not cancelled and continues to use the service or receive the goods.

(6003/4553) Not as Described or Dissatisfied with Goods or Services

Goods or services do not conform to the documented description; or the Cardmember is not satisfied with the goods or services that were delivered or provided.

The Cardmember claims the goods / services do not conform to the documented description or they are not satisfied with the goods / services that were delivered or provided. Please perform one of the following:

provide proof of repair or replacement for goods or services that were not as described by your Establishment,or
issue Credit, or
provide a copy of terms and conditions for all goods or services provided including warranty information, if applicable.
advise of efforts taken to resolve the issue and/or options available for resolution.

(6003/4554) Services Not Rendered

Cardmember has not received the goods or services that were purchased.

The Cardmember has requested Credit for goods / services that were not received from your Establishment. Please perform one of the following:

issue Credit or
provide Proof of Delivery or proof that services were provided in full.

For other recommended supporting documentation, please refer to Section 5.7, "Compelling Evidence".

When providing Proof of Delivery, a signature from the Cardmember or an authorised signer of the Card is not required.

(6006) Fraudulent Transactions

Cardmember claims Charge is fraudulent.

The Cardmember claims the Charge incurred at your Establishment is fraudulent.

For a Card Present Charge, provide:

a copy of the Charge Record and
if applicable, an imprint of the Card, if one was taken.

For a Card Not Present Charge, provide:

a copy of the Charge Record,
any contracts or other details associated with the purchase, and
Proof of Delivery with the Cardmember's complete and valid billing address.

For other recommended supporting documentation, please refer to Section 5.7, "Compelling Evidence".

When providing Proof of Delivery, a signature from the Cardmember or an authorised signer of the Card is not required.

(6003/4752) Credit Presentment Error

The Charge should have been submitted as a Credit.

The Cardmember claims the referenced Charge should have been submitted as a Credit. Please perform one of the following:

issue Credit, or
provide support and itemisation for the Charge and an explanation of why Credit is not due.

(6003/4513) Cancelled or refused

The goods or services were cancelled or refused.

The Cardmember claims the goods / services were cancelled and /or refused. Please perform one of the following:

issue Credit, or
provide your cancellation or refund policy provided to the Cardmember at the time of the purchase, and an explanation regarding how the Cardmember did not follow your cancellation policy.

(6003/4512) Duplicate Billing

Cardmember was Charged multiple times for the same Transaction.

The Cardmember requests Credit from your Establishment for a duplicate billing.

If your records show this is correct, please issue Credit.
If Credit is not due, provide support and itemisation of both charges and explain fully in the space below.

(6003/4513) Credit Not Presented

Credit is due but does not appear.

The Cardmember claims that a Credit is due but has not appeared on their account. Please perform one of the following:

issue Credit, or
provide support for the Charge and an explanation of why Credit is not due.

(6003/4515) Paid by Other Means

Charge was paid by another form of payment.

The Cardmember claims the Charge was paid by another form of payment. Please perform one of the following:

issue Credit, or
provide proof that the Cardmember's payment by other means was not related to the Disputed Charge; or
provide an explanation that you have no record of the Cardmember's other payment.

(6016) Cardmember Requests Support

Cardmember only requesting supporting documentation.

The Cardmember is not disputing the Charge at this time, but is requesting support and itemisation. Please provide this requested documentation.

(6003/4750) Vehicle Rental and capital damages

Cardmember has questioned the Charge for damages/theft or loss.

The Cardmember has questioned the Charge for damages / theft or loss. Please perform one of the following:

issue credit; or
provide a copy of the following documentation:

§Itemised rental agreement,

§Itemised documentation to support the Charge,

§proof that the Cardmember agreed in writing to accept responsibility for the Charge, and

§proof that the Cardmember agreed in writing to select American Express as the payment method for the Charge.

5.9 Chargeback and Inquiry Monitoring

a.We monitor the number of Inquiries and Chargebacks at all Merchants and Establishments on the Network. Your Inquiries and/or Chargebacks may be considered disproportionate if any of the following conditions are present:

i.You are unable to provide supporting documentation for Charges made at your Establishment (e.g., internet delivery) consistently.

ii.The number of No Reply and Insufficient Chargebacks at your Establishment is deemed to be excessive relative to your prior history or industry standards.

b.If any of the preceding conditions, or any conditions listed in our country-specific policies are present, notwithstanding anything to the contrary in the Agreement, we may place you in our Fraud Full Recourse Programme (see Section 5.11, "Fraud Full Recourse Programme"), or create a Reserve, (or both).

c.The list of conditions above is not exhaustive and does not reflect all circumstances under which we will act to protect our interests.

d.Your Chargebacks and/or Inquiries may be considered disproportionate if:

§We receive a disproportionately high number of Disputed Charges relative to your prior history or industry standards.

5.10 How We Chargeback

a.We may Chargeback by (i) deducting, withholding, recouping from, or otherwise offsetting against our payments to you or debiting your Bank Account, or we may notify you of your obligation to pay us, which you must do promptly and fully; or (ii) reversing a Charge for which we have not paid you. Our failure to demand payment does not waive our Chargeback rights.

b.Chargeback will be calculated in the currency in which the Charge was submitted with applicable conversions made in accordance with the procedures herein.

c.In the event of a Chargeback, we will not refund the Discount or any other fees or assessments, or we will otherwise recoup such amounts from you, unless stated otherwise to you by us.

5.11 Fraud Full Recourse Programme

a.The Fraud Full Recourse Programme allows us to Chargeback any time a Cardmember disputes a Charge based on actual or alleged fraud without the right to request a reversal of our decision to exercise our Chargeback rights.

b.In all countries in which we operate the Fraud Full Recourse Programme (see Chapter 8, "Country Specific Policies"), you may be placed in this programme for one or more of the following reasons:

i.you are in an industry we consider high risk.

ii.an Establishment experiences a disproportionately high number or amount of Disputed Charges or fraud relative to your prior history or industry standards. Or

iii.You engage or participate in fraudulent, deceptive or unfair business practices, illegal activities, or permit (or fail to take reasonable steps to prevent) prohibited uses of the Card,

c.We may place you in a Fraud Full Recourse Programme upon signing, or any time during the term of the Agreement upon notice to you.

d.The above reasons are not exhaustive and we may, at our sole discretion, place you in the Programme for other reasons. Placement in the Fraud Full Recourse Programme binds you to the programme terms indicated above. In the event of a conflict between this programme and any other programme, e.g., fraud liability shift programs, the terms of the Fraud Full Recourse Programme will prevail.

e.We will have the rights set forth in this subsection, even if we had notice of such defect at the time of payment, you have received an Authorisation and/or have complied with all other provisions of the Agreement.

f.For the avoidance of doubt, if you have been placed on the Fraud Full Recourse Programme, the programme will apply to all fraud related Cardmember disputes, including disputed Transactions that precede the application date of the programme to you by up to one (1) year.

5.12 Ways to Receive Chargebacks and Inquiries

American Express has a variety of options for the exchange of Chargeback and Inquiry information with you. In addition to the traditional paper by mail method, you can access your Merchant Account online to receive and respond to Chargebacks and Inquiries.

Managing your Merchant Account online offers the following benefits:

allows you to address Disputed Charges and urgent Chargebacks and Inquiries,
helps eliminate the risk of mail delays and shuffling through stacks of paper, and
allows you to upload and send scanned supporting documentation.

If you prefer, you can receive and respond to Inquiries by paper via mail.

5.13 Response Methods

You may respond to Chargebacks and Inquiries through various channels depending on how you receive your Chargebacks and Inquiries.

Online	Mail	Fax
You may respond to Chargebacks and Inquiries online at www.americanexpress.com/merchant: Respond to Chargebacks and Inquiries directly without paperwork Address Chargebacks and Inquiries Online is our preferred method for handling Chargebacks and Inquiries.	If you prefer to mail your responses, use the Disputed Charge addresses listed in the Contact Information page of your Terms and Conditions.	You may fax replies directly to Customer Service Disputes. Fax numbers are typically found on the dispute notification, listed in the Contact Information page or the disputes fax number found on our website. For paper by mail Disputes, we prefer that you fax all responses and include the Inquiry cover sheet. This will ensure the timely receipt of your documentation.

Online

Mail

Fax

You may respond to Chargebacks and Inquiries online at www.americanexpress.com/merchant:

Respond to Chargebacks and Inquiries directly without paperwork
Address Chargebacks and Inquiries

Online is our preferred method for handling Chargebacks and Inquiries.

If you prefer to mail your responses, use the Disputed Charge addresses listed in the Contact Information page of your Terms and Conditions.

You may fax replies directly to Customer Service Disputes. Fax numbers are typically found on the dispute notification, listed in the Contact Information page or the disputes fax number found on our website.

For paper by mail Disputes, we prefer that you fax all responses and include the Inquiry cover sheet. This will ensure the timely receipt of your documentation.

For mail and fax responses, you must include the claim form with your response. The claim form must include the case number. Each page of the supporting documentation for the Disputed Charge must also include the case number. If the documentation does not contain the case number, or you are unable to locate the correct case number, you must include a copy of the initial Chargeback or Inquiry letter with your response. Failure to provide the correct case number or the cover letter may result in a liability to you.