How To Manage And Help Prevent Disputes
How to Manage and HelpPrevent DisputesGlobal Merchant Network Services 2019Back to Table of Contents1
Everything YouNeed to Knowin One PlaceBack to Table of ContentsWhen you’re dealing with a dispute, it’s easy tofeel like you’re on your own. The process can becomplicated, but this guide can help support yourbusiness every step of the way.By bringing together all the tools and informationyou need, we want to help make responding toInquiries and preventing Chargebacks as simpleas possible. That way, you can spend less timeworrying about disputes and more time focusingon your business.2
Table of ContentsClick a title below to jump to the corresponding page.Mapping Out the Dispute Process. . . . . . . . . . 4Best Practices to Help Avoid Disputes . . . . . 5I ndustry-Specific Tips for Preventing . . . . . . 6DisputesChargeback Codes (continued)C04 Goods/services returned . . . . . . . . . . . . . . 38or refusedC05 Goods/services canceled . . . . . . . . . . . . . . 39 esponding to Disputes with. . . . . . . . . . . . . . . 7RConfidenceC08 Goods/services not received . . . . . . . . . . 40or only partially receivedHow to Manage Disputes Online . . . . . . . . . . . 8C14 Paid by other means. . . . . . . . . . . . . . . . . . . . 42Tap into the Tools to Help Fight Fraud. . . . . 10C18 “No show” or CARDeposit . . . . . . . . . . . . . . 43canceled tay up to Date on Ways to. . . . . . . . . . . . . . . . . 11SPrevent DisputesInquiry Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13C28 Canceled recurring billing. . . . . . . . . . . . . . 44C31 Goods/services not as described 45 004 Not Received . . . . . . . . . . . . . . . . . . . . . . . . 14C32 Goods/services damaged. . . . . . . . . . . . . . 46or defective 021 Canceled . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15M10 Vehicle rental — capital damages 47 024 Damaged / Defective . . . . . . . . . . . . . . . . 16F10 Missing imprint. . . . . . . . . . . . . . . . . . . . . . . . . . 48 059 Damaged / Defective . . . . . . . . . . . . . . . . . 17F24 No Card Member authorization . . . . . . . . 49 062 Credit Posted As Charge . . . . . . . . . . . . 18F29 Card Not Present . . . . . . . . . . . . . . . . . . . . . . . 50 063 Dissatisfied . . . . . . . . . . . . . . . . . . . . . . . . . . 19F30 EMV Counterfeit . . . . . . . . . . . . . . . . . . . . . . . . 53 127 No Knowledge . . . . . . . . . . . . . . . . . . . . . . . . 20F31 EMV lost/stolen/ non-received. . . . . . . . . 54 154 Canceled . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21R03 Insufficient reply. . . . . . . . . . . . . . . . . . . . . . . . 55 155 Not Received . . . . . . . . . . . . . . . . . . . . . . . . . 22R13 No reply . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 158 Return . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23M01 Chargeback authorization . . . . . . . . . . . . . 57 173 Duplicate/Multiple Billing. . . . . . . . . . . . 24P01 Unassigned Card number . . . . . . . . . . . . . . 58 175 Requests Credit . . . . . . . . . . . . . . . . . . . . . . 25P03 Credit processed as charge . . . . . . . . . . . . 59 176 No Knowledge . . . . . . . . . . . . . . . . . . . . . . . . 26P04 Charge processed as credit. . . . . . . . . . . . 60 193 Fraud. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27P05 Incorrect charge amount. . . . . . . . . . . . . . . . 61 680 Overcharge . . . . . . . . . . . . . . . . . . . . . . . . . . 28P07 Late submission . . . . . . . . . . . . . . . . . . . . . . . . 62 684 Paid Direct . . . . . . . . . . . . . . . . . . . . . . . . . . . 29P08 Duplicate charge . . . . . . . . . . . . . . . . . . . . . . . 63 91 Signed support and/or. . . . . . . . . . . . . . . 306ItemizationP22 Non-matching Card number . . . . . . . . . . . 64Chargeback Codes. . . . . . . . . . . . . . . . . . . . . . . . 32FR2 Fraud Full Recourse Program. . . . . . . . . . . 66A01 Charge amount exceeds. . . . . . . . . . . . . 33authorization amountFR4 Immediate Chargeback Program 67A02 No valid authorization. . . . . . . . . . . . . . . 35P23 Currency discrepancy . . . . . . . . . . . . . . . . . . 65FR6 Partial Immediate Chargeback. . . . . . . . . 68ProgramA08 Authorization approval expired . . . . . 36C02 Credit not processed. . . . . . . . . . . . . . . . 373
Mapping Out the Dispute ProcessCard Members can dispute a charge for lots of reasons. Whether it’s because they think they werecharged twice, they disagree with the amount, they don’t recognize the charge on their billingstatement, or they didn’t receive the goods or services — this step-by-step flowchart can help makethe process clearer for you, so you know what to expect the next time it happens.A Charge is Disputed*We’ll work directly with the Card Member and try to resolve the case before reaching out to you.If more information is needed, you’ll either receive an Inquiry or a Chargeback.InquiryUpfront ChargebackIf we can’t figure it out using the info wealready have, we’ll ask you for help.If the Card Member gives enough info,we may debit your account upfront.20Once you hear from us, you’llhave 20 days to respond.Be sure to send your supportingdocuments before the deadline.Once you hear from us, you’llhave 20 days to respond.20This is your chance to sendsupporting documents thatmight reverse the Chargeback.Case ResolvedChargebackReversalIf your replyaddresses thedispute successfullyand on time,there won’t be aChargeback.If you don’t replyin time or withthe requesteddocumentation,your account willbe debited.If your replyaddresses thedispute successfullyand on time,we’ll undo theChargeback.ChargebackStandsIf you don’t replyin time or withthe requesteddocumentation, theChargeback will stand.* Card Members have up to 120 days from the transaction date to dispute the charge except for these disputes categories: 1. Goods/servicesnot received. 2. Goods/services returned/canceled. 3. Redisputes. In these instances, the time frame can extend accordingly.Have more questions? To learn more about handling and preventing disputes, visitamericanexpress.com/managedisputesBack to Table of Contents4
Best Practices to Help Avoid DisputesFrom the Point of Sale to the back office, there are a lot of things you can do to help preventdisputes before they happen.Clear Billing Statement DetailsMake sure the Card Members can recognize your charges. C ontact your processor to make sure your business name as it appearson Card Member statements is accurate and familiar to your customers. H ave your customer service phone number also appear on the CardMember’s statement in case they have any questions about the charge.At the Time of PurchaseHelp avoid Chargebacks at the time of purchase with these threeeasy steps.1 Provide written cancellation, return, refund, and special terms policiesat time of purchase.2 Keep a record of consent and proof of delivery for orders thathave shipped.3 Notify Card Members of the expected delivery date for items that willbe shipped.Your Practices and PoliciesMake sure your policies and processes work in your favor by complyingwith Network policies. P rocess and submit credits due as soon as possible. W ait to submit charges until the goods are shipped. C ancel recurring payments immediately when you receive a requestto discontinue them.Fraud PreventionFraudulent payments can lead to disputes too. Here are some ways tohelp prevent fraud. C heck for ID during all face-to-face transactions. O btain a valid authorization code. O btain imprint for keyed transactions or key CID.Back to Table of Contents5
Industry-Specific Tips for Preventing DisputesEvery business is different, but disputes can happen to anyone. Here’s how to make sureyou’re doing what’s right to help protect your business from disputes.Restaurant TipsObtain the Card Member’ssignature for all charges and getadditional authorization for billsexceeding a 20% gratuity.Deduct complimentary orundelivered items beforesubmitting the final chargeDouble check gratuities for matherrors before processing them.To see more restauranttips, view our Restauranttips sheet.Lodging TipsBe upfront with yourcustomers about rates,costs, fees, and policies.Always send a confirmationwith dates, times, and pricesduring booking.Submit all Mobile Check-Incharges under the “Card NotPresent” and “Card MemberNot Present” codes in theTechnical Specifications.To see more lodging tips,view our Lodging tips sheet.Recur BillingDisclose terms of billingand cancellation clearlyand prominently beforethe Card Member completesthe purchase.Send confirmation emailsoutlining the frequencyof payments, cancellationpolicy, process, andcontractual time frames.Send reminders for upcomingpayments and notify CardMembers of any changes.To see more recur billtips, view our Recur Billtips sheet.Back to Table of Contents6
Responding to Disputes with ConfidenceWith the right documents, materials, and preparation, the disputes process can besimple and hassle-free.Just keep these three steps in mind the next time you receive a dispute:123Respond QuicklyTiming is key. Remember that you have 20 days torespond to an Inquiry or Chargeback with supportingdocuments.20Submit DocumentsYour supporting documents should include a copy ofthe charge record or credit record. It’s important thatyou review the entire claim and address the specificdispute reason with the documents you send.Provide ExplanationGive a clear overview of the documents you’re submitting,address the specific dispute reason, provide any changesmade to the original purchase/agreement, and explain thesteps you’ve taken to resolve the dispute.Back to Table of Contents7
How to Manage Disputes OnlineThe best way to respond to a dispute is online with your Merchant Account. Here’s whatto expect once you get set up:Merchant Account BenefitsYour online account can help you save time and stay on top of disputes with these benefits:Email AlertsStay on top of deadlines with email notifications for up to 4 disputecategories: new Inquiries, new Chargebacks, case updates, andurgent cases.Instant AccessManage multiple disputes quicker with details, deadlines, and responseoptions all in one place.Quick and Easy ResponsesRespond online and upload supporting documents right fromyour computer.Increased VisibilityCustomize views and reports to more effectively track the status ofeach dispute through the whole process.Getting StartedCreating your online account is easy. Just follow these four steps:1 Enter your business zip code and Merchant Account Number.2 Create a User ID, set your password, and add your contact information.3 Select Disputes as one of your Online Access Options. You’ll need your business’sbank account information to complete this step.4 After completing your registration (Steps 1-3), you’re ready to manage disputes online.Back to Table of Contents8
How to Manage Disputes Online (continued)Online ToolsIf you have questions, we’re here to help with these additional resources.WalkMe TutorialsLive ChatLearn how the site works with interactiveinstructions that walk you throughcommon tasks step by step.Click “Chat With Us” within the“Need Help?” menu to start a real-timeconversation with a Customer CareProfessional. Live Chat is availableevery day, 8am–6:30pm ET.Managing Disputes OfflineIf needed, you can fax or mail a claim form including the Inquiry case number (or theinitial Inquiry letter) and the Merchant number. Be sure to include the Inquiry numberand Merchant number on each page of your submission.For non-fraud related disputes:MAILAmerican Express Credit Card AccountCustomer Service DepartmentPO Box 981532El Paso, TX 79998FAX623-444-3000Back to Table of ContentsFor fraud related disputes:(Overnight/Signature Required):MAILAmerican Express Datamark, Inc.43 Butterfield CircleEl Paso, TX 79906-5202FAX623-444-30039
Tap Into the Tools to Help Fight FraudFraud is a costly and unfortunate reality for any business that accepts credit cards. However,there are several ways you can help protect yourself against it. These industry-leading toolscan help protect your business and your bottom line by making transactions more secure.Enhanced AuthorizationSafeKeyToken ServicesAnalyzes additional keydata elements to enhancethe fraud risk assessment.Uses 3D Secure technologyto help authenticateonline transactionswithout compromisinguser experience.Creates a secure paymentmethod using tokenizationto replace card accountnumbers for online andmobile transactions.AccertifyInAuthVerify-ItOffers a suite ofcomprehensive fraudprevention and Chargebackmanagement solutions.Provides mobile deviceauthentication to dealwith fraud across alldigital channels.Helps verify billing name,address, and phoneverification through aneasy-to-access online portal.Back to Table of Contents10
Stay up to Date on Ways to Prevent DisputesThe more you know about disputes the less time you’ll spend dealing with them. Here area few resources we’ve put together to help you learn more about disputes and keep upwith all we’re doing to help you prevent them.WebinarsVideosGet advice from industry expertsto help answer questions andconcerns about disputes.Watch quick videos aboutdisputes and fraud to get tipsin two minutes or less.One-pagersUpdated PoliciesKeep our industry-specific guideson hand for easy reference.See the changes American Expressis making to help protect yourbusiness, even after the transactionis over.You can find these solutions and more on our Disputes Education Center webpage atamericanexpress.com/managedisputes.Back to Table of Contents11
Inquiry CodesBack to Table of Contents12
Inquiry CodesYou’ll receive an Inquiry notification if a Card Member disputes a charge from yourbusiness and we cannot resolve it using the documents we have on file. To help avoida “No reply” or “Insufficient reply” Chargeback, respond within 20 days with thesuggested documents004Not Received021Canceled024Damaged/ Defective059Damaged/ Defective062Credit Posted As Charge063Dissatisfied127No Knowledge154Canceled155Not Received158Return173Duplicate/Multiple Billing175Requests Credit176No Knowledge193Fraud680Overcharge684Paid Direct691Signed support and/or ItemizationBack to Table of Contents13
Inquiry Code: 004Not ReceivedWhy Did I Get This Notification?The Card Member has requested the delivery of an item(s) or service(s) that was chargedbut not received.What Caused the Dispute? Full or partial services were not providedor all goods/merchandise not sent orpicked up, or Full or partial services were not providedor all goods/merchandise were notreceived by the agreed upon date/time, or All goods/merchandise were not sentto the address specified by the CardMember, or The goods/services ordered werecanceled by your establishment andcredit was not issued or received asexpected or promised, or Card Member expected or was promiseda refund for goods/services not fullyreceived but credit was not issued/received. A portion of goods/services werenot received making the entire orderunusable/unacceptable, orHow Should I Respond?Please provide the service, ship the order, or provide proof of delivery/services rendered.How Do I Avoid This Dispute in the Future? Set expectations with the customer by Submit charges only after goods andproviding realistic delivery dates to avoidservices have been provided or shipped.prematurely disputed charges. Do not submit charges for back-ordered Ensure goods/services are provided oritems.delivered by the agreed upon date/time/ Issue refunds within 24-28 hours of beinglocation.notified that goods/services were not Notify Card Members if there is delay indelivering goods/services or of expecteddelivery dates if goods are out-of-stock.received Get a signature for in-store pickups. When shipping goods, always confirm andship to the full billing address specifiedby the Card Member and request proof ofdelivery on all items.Back to Table of Contents14
Inquiry Code: 021CanceledWhy Did I Get This Notification?The Card Member claims the item(s)/ service(s) was canceled/expired, or the CardMember has been unsuccessful in an attempt to cancel the item(s)/service(s).What Caused the Dispute? Cancellation of goods/services orderedhas not yet been processed, or Card Member expected or was promiseda refund for goods/services canceled butcredit was not issued/received, or Card Member was billed before the creditwas posted to their statement, or Card Member does not understand yourcancellation, return, or refund policy, or Card member does not understand yourbilling process and/or automatic billing /automatic renewal terms, or Cancellation occurred after the automaticrenewal of services or automatic renewalof weekly/monthly/annual shipments ofgoods, or Card Member unsuccessfully attemptedto cancel goods/services (eithercancelable or non-cancelable), or Cancellation of service was not processedtimely resulting in a charge that wasprocessed after the Card Membercanceled, or Card Member refused or returnedshipment of goods.How Should I Respond?Please issue a credit, or provide copy of your cancellation policy, an explanation of yourprocedures for disclosing it to the Card Member (i.e. signed contract/Terms & Conditions,‘I accept’ proof for online acceptance, proof that acceptance of the policy is part of thepurchase path), and details explaining how the Card Member did not follow the cancellation.How Do I Avoid This Dispute in the Future? Always post your cancellation, return and Submit the credit on the same day arefund policies where they can be seencancellation request is received or informprior to the transaction (e.g., near thethe Card Member of the approximate dateregister or on online checkout pages).you will be issuing credit. Always advise the Card Member of thecancellation policy at the time of thereservation/order. Before completing the purchase, haveCard Member ‘accept’ your terms/conditions and policies. Immediately process cancellationrequests.Back to Table of Contents Always provide the Card Member with acancellation number or confirmation. For recurring billing, ensure all pipelineand future billings are canceled uponrequest. For Lodging merchants, log allconfirmation/cancellation numbers asrequired by the Assured Reservation andCARDeposit programs.15
Inquiry Code: 024Damaged/DefectiveWhy Did I Get This Notification?The Card Member claims the order arrived damaged or defective and requests returnauthorization.What Caused the Dispute? Goods/merchandise arrived in a damagedor defective state and/or make the entireorder unusable/unacceptable, or Card Member expected or was promised arefund for damaged/defective goods butcredit was not issued/received. Card Member does not understand yourpolicies for damaged or defective goodsreceived, orHow Should I Respond?If a return is not permitted, please provide a copy of your return or refund policy.How Do I Avoid This Dispute in the Future? Always post your return and refund Promptly rectify/resolve claims involvingpolicies where they can be seen prior todamages or defective goods/merchandisethe transaction (e.g., near the register orand provide return authorization ifon online checkout pages).purchase terms/policy permits. Always advise the Card Member of yourreturn and refund policy at the time ofthe order. Before completing the purchase, haveCard Member ‘accept’ your terms/conditions and policies. Promptly issue credit or replacement, orinform Card Member of the approximatedate you will be issuing credit or providinga replacement. Ensure goods/merchandise are securelypackaged to minimize damages that mayoccur during shipment/delivery.Back to Table of Contents16
Inquiry Code: 059Damaged/DefectiveWhy Did I Get This Notification?The Card Mem
Fraudulent payments can lead to disputes too. Here are some ways to help prevent fraud. Check for ID during all face-to-face transactions. Obtain a valid authorization code. Obtain imprint for keyed transactions or key CID. From the Point of Sale to the back office, there are a lot of things you can do to help prevent
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