AMERICAN EXPRESS

Chargeback Codes
What they mean
 About this Guide
We have collated this guide to
help Merchants understand how
American Express process Chargebacks.

An easy way to check the status of

your Disputes or Chargebacks is to
log into your Merchant account at
americanexpress.com.au/merchant.
Visit the “Resolve Disputes” area and
you will see a table of all of the Disputes
or Chargebacks raised as well as a
“Reason Code”.

For more information on how we

communicate with you through the
Chargeback process, please visit
americanexpress.com.au/merchantfaqs.

If you have any questions relating to Disputes,

Chargebacks or your Merchant Account
in general, please call us on 1300 363 614
Monday–Friday 8am–6pm AEST/AEDT.

AMERICAN EXPRESS CHARGEBACK CODES 2

 Contents
AUSTRALIAN MERCHANT CHARGEBACK REASON CODES

4507 Incorrect Transaction Amount Or Primary Account 04

Number (PAN) Presented

4512 Multiple Processing 05

4513 Credit Not Presented 06

4515 Paid Through Other Means 07

4516 Request For Support Not Fulfilled 08

4517 Request For Support Illegible / Incomplete 09

4521 Invalid Authorisation 10

4523 Unassigned Card Member Account Number 12

4527 Missing Imprint 13

4530 Currency Discrepancy 14

4534 Multiple ROCs 15

4536 Late Presentment 16

4540 Card Not Present 17

4544 Cancellation Of Recurring Goods / Services 19

4553 Not As Described Or Defective Merchandise 20

4554 Goods And Services Not Received 21

4750 Car Rental Charge Non Qualified or Unsubstantiated 23

4752 Credit / Debit Presentment Error 24

4754 Local Regulatory / Legal Dispute 25

4755 No Valid Authorisation 26

4763 Fraud Full Recourse 27

4798 Fraud Liability Shift – Counterfeit 28

AUSTRALIAN MERCHANT RETRIEVAL REQUEST CODES 29

DEFINITIONS 31

AMERICAN EXPRESS CHARGEBACK CODES 3

REASON CODE 4507
Incorrect Transaction Amount Or Primary Account
Number (PAN) Presented

Chargeback Reason Either of the following reasons:

1. A Charge was submitted for an amount that is different from the
original Transaction amount.
2. A Charge was submitted using an invalid or incorrect Card account
number.

Maximum time a One hundred and twenty (120) days from the date American Express
dispute can be raised Network processed the Transaction.

Maximum time to Twenty (20) days from the date of Chargeback.

challenge a dispute

Excluded Transactions For Chargeback Reason 1:

• Legitimate delayed billing charges submitted by car rental, cruise line
and lodging Merchants.
For Chargeback Reason 2:
• Authorised Transaction where the full magnetic strip was sent to the
Issuer with the Authorisation Request.
• Chip Card Transactions where the validated Transaction Certificate is
provided in the Submission.

Requirements to One of the following items must be provided:

challenge a dispute • Proof that a correcting Transaction, which directly offsets the
disputed Transaction, has already been processed (Reason 1, 2).
• Proof that the Transaction amount is correct, the Transaction
amount has not been altered or the Card Member approved the
altered amount (Reason 1).
• An imprint of Card which confirms the Primary Account Number
(Reason 2).
• Evidence that this Chargeback was raised in error and the
disputed Transaction does not qualify under this Chargeback
reason (Reason 1, 2).

AMERICAN EXPRESS CHARGEBACK CODES 4

REASON CODE 4512
Multiple Processing

Chargeback Reason A single Transaction for the same amount was sent for payment
multiple times.

Maximum time a One hundred and twenty (120) days from the date American Express
dispute can be raised Network processed the Transaction.

Maximum time to Twenty (20) days from the date of Chargeback.

challenge a dispute

Excluded Transactions • Airline industry cases involving voided tickets that are pending Credit
and which were reissued for a different itinerary.
• Airline tickets with different ticket numbers.

Requirements to One of the following items must be provided:

challenge a dispute • Proof that a correcting Transaction, which directly offsets the
disputed Transaction, has already been processed.
• Proof that links the Card Member to each Charge processed and
proves that all of the Transactions are valid.
• Evidence that this Chargeback was raised in error and the disputed
Transaction does not qualify under this Chargeback reason.

AMERICAN EXPRESS CHARGEBACK CODES 5

REASON CODE 4513
Credit Not Presented

Chargeback Reason Any of the following reasons:

1. Card Member received written acknowledgement from the Merchant
for a Credit, but the Credit has not been applied to the Card
Member’s Account.
2. Card Member cancelled, refused or returned goods and/or services
in compliance with the Merchant’s policy, but the Credit has not been
applied to the Card Member’s Account.
3. Card Member was incorrectly billed for a No Show Reservation and a
Credit has not been applied to the Card Member’s account.

Maximum time a One hundred and twenty (120) days from the date American Express
dispute can be raised Network processed the Transaction, or One hundred and twenty (120)
days from the date the goods and/or services were cancelled, refused
or returned, or One hundred and twenty (120) days from the date the
Merchant provided the Card Member the written acknowledgement of
Credit due.

Maximum time to Twenty (20) days from the date of Chargeback.

challenge a dispute

Excluded Transactions None.

Requirements to One of the following items must be provided:

challenge a dispute • Proof that a correcting Transaction, which directly offsets the
disputed Transaction, has already been processed (Reason 1, 2, 3).
• Proof that instead of the Credit, the Merchant provided substitute
good or services that were accepted by the Card Member (Reason 1,
2, 3).
• Proof that refutes the Card Member’s claim that the goods were
returned (Reason 2).
• Proof that the Merchant provided its cancellation / return policy to
the Card Member at the time of the purchase, and the Card Member
did not comply with the policy (Reason 2).
• Proof that the Card Member’s supplied evidence is incorrect or
invalid (Reason 1, 2, 3).
• Proof that the Merchant provided the No Show Reservation policy to
the Card Member at the time of purchase, and the Card Member did
not comply with the policy (Reason 3).
• Evidence that this Chargeback was raised in error and the disputed
Transaction does not qualify under this Chargeback reason (Reason
1, 2, 3).

AMERICAN EXPRESS CHARGEBACK CODES 6

REASON CODE 4515
Paid Through Other Means

Chargeback Reason Card Member was billed for a Charge that was already made directly to
you by other means.

Maximum time a One hundred and twenty (120) days from the date American Express
dispute can be raised Network processed the Transaction.

Maximum time to Twenty (20) days from the date of Chargeback.

challenge a dispute

Excluded Transactions None.

Requirements to One of the following items must be provided:

challenge a dispute • Proof that a correcting Transaction, which directly offsets the
disputed Transaction, has already been processed.
• Proof that the Card Member’s payment was not related to the
disputed Transaction.
• Evidence that this Chargeback was raised in error and the disputed
Transaction does not qualify under this Chargeback reason.

AMERICAN EXPRESS CHARGEBACK CODES 7

REASON CODE 4516
Request For Support Not Fulfilled

Chargeback Reason American Express requested documents to support a Charge from a

Card Member query but didn’t receive a reply from the Merchant.

Maximum time a One hundred and twenty (120) days from the date American Express
dispute can be raised Network processed the Transaction.

Maximum time to Twenty (20) days from the date of Chargeback.

challenge a dispute

Excluded Transactions • Transactions where the Retrieval Request was initiated using reason
code 6016 – Card Member needs for personal records.
• Transactions that qualify under the No Signature / No PIN Program.
• Contactless or Digital Wallet Contactless-Initiated Transactions,
where the Transaction amount is less than or equal to AU$100 for
Contactless and AU$35 for other Transactions.
• Digital Wallet Contactless-Initiated and Digital Wallet Application-
Initiated Transactions where the Retrieval Request was initiated
using reason code 6006 – Legal Request or Fraud Analysis.

Requirements to One of the following items must be provided:

challenge a dispute • Proof that a correcting Transaction, which directly offsets the
disputed Transaction, has already been processed.
• Proof that the request for documentation is invalid.
• Evidence that this Chargeback was raised in error and the disputed
Transaction does not qualify under this Chargeback reason.

AMERICAN EXPRESS CHARGEBACK CODES 8

REASON CODE 4517
Request For Support Illegible / Incomplete

Chargeback Reason American Express requested documents to support a Charge from

a Card Member query but received from the Merchant illegible /
incomplete documentation, or documentation that did not pertain to the
Charge in question.

Maximum time a One hundred and twenty (120) days from the date American Express
dispute can be raised Network processed the Transaction.

Maximum time to Twenty (20) days from the date of Chargeback.

challenge a dispute

Excluded Transactions • Transactions where the Retrieval Request was initiated using
Retrieval Request Code 6008, Card Member requests copy bearing
signature for any of the following Transaction types:
– Card Not Present
– Aggregated Charges
– No Show Reservations
• Transactions where the Retrieval Request was initiated using
Retrieval Request Code 6016, Card Member needs for personal
records.
• Transactions that qualify under the No Signature / No PIN Program.
• Contactless or Digital Wallet Contactless-Initiated Transactions,
where the Transaction amount is less than or equal to the AU$100
for Contactless and AU$35 for other Transactions.
• Digital Wallet Contactless-Initiated and Digital Wallet Application-
Initiated Transactions where the Retrieval Request was initiated
using Reason Code 6006 – Legal Request or Fraud Analysis.

Requirements to One of the following items must be provided:

challenge a dispute • Proof that a correcting Transaction, which directly offsets the
disputed Transaction, has already been processed.
• Proof that required documentation was sent within the specified
timeframes and was legible, complete and correct.
• Proof that the request for documentation is invalid.
• Documentation that refutes the necessity to provide documents to
support the Card Member inquiry.
• Evidence that this Chargeback was raised in error and the disputed
Transaction does not qualify under this Chargeback reason.

AMERICAN EXPRESS CHARGEBACK CODES 9

REASON CODE 4521
Invalid Authorisation

Chargeback Reason Any of the following reasons:

1. The Merchant failed to obtain a valid Authorisation for the full
amount of the Transaction.
2. The Merchant requested Authorisation for the Transaction, but it was
declined or reversed, and the Merchant submitted the Transaction
for payment.
3. The Merchant submitted a Transaction for payment, but the
Authorisation for the Transaction has exceeded seven (7) days.

Maximum time a One hundred and twenty (120) days from the date American Express
dispute can be raised Network processed the Transaction.

Maximum time to Twenty (20) days from the date of Chargeback.

challenge a dispute

Excluded Transactions For Chargeback Reason 1, 2 & 3:

• Chargebacks that qualify for Fraud or Card Member Dispute
Charge Types.
For Chargeback Reason 1:
• Transactions that have been correctly Authorised in accordance with
requirements for estimated Charge amounts.
For Chargeback Reason 1 or 2:
• Chip Card Transactions where the Transaction Certificate provided in
the Submission shows that the Authorisation was granted Offline by
the Chip Card application.
For Chargeback Reason 3:
• Lodging, cruise line and car rental Transactions where the
Authorisation is valid for the life of the lodging or cruise line stay
or car rental agreement.

Continued on next page...

AMERICAN EXPRESS CHARGEBACK CODES 10

REASON CODE 4521
Invalid Authorisation (continued)

Requirements to One of the following items must be provided:

challenge a dispute • Proof that a correcting Transaction, which directly offsets the
disputed Transaction, has already been processed (Reason 1, 2, 3).
• Proof that the Authorisation was obtained for the same Transaction
on the Transaction date for a lesser amount which was not
presented (Reason 1).
• Proof that an Authorisation for the full amount of the Transaction
was obtain on the date of the Transaction (Reason 1).
• Proof that the Authorisation was obtained in compliance with
the requirement for estimated Charge amounts (Reason 1).
• Proof of Authorisation obtained on the Transaction date for a lesser
amount which was not subsequently charged to the Card Member’s
account (Reason 2).
• Proof of a valid Authorisation for the disputed Transaction
(Reason 2).
• Proof that the Charge was received by American Express within
7 days of the Authorisation date (Reason 4).
• Evidence that this Chargeback was raised in error and the disputed
Transaction does not qualify under this Chargeback reason
(Reason 1, 2, 3).

AMERICAN EXPRESS CHARGEBACK CODES 11

REASON CODE 4523
Unassigned Card Member Account Number

Chargeback Reason A Charge was submitted with an account number that is not assigned to
the Card Member.

Maximum time a One hundred and twenty (120) days from the date American Express
dispute can be raised Network processed the Transaction.

Maximum time to Twenty (20) days from the date of Chargeback.

challenge a dispute

Excluded Transactions • Transactions in which an Authorisation has been obtained from the
Issuer, the Issuer’s agent or during Stand-In.
• Chip Card Transactions where a Transaction Certificate provided in
the Submission bears the same Card number.

Requirements to One of the following items must be provided:

challenge a dispute • Proof that a correcting Transaction, which directly offsets the
disputed Transaction, has already been processed.
• An imprint of Card which confirms the Primary Account Number and
the Card Member’s name.
• Evidence that this Chargeback was raised in error and the disputed
Transaction does not qualify under this Chargeback reason.

AMERICAN EXPRESS CHARGEBACK CODES 12

REASON CODE 4527
Missing Imprint

Chargeback Reason Card Member denies participation in the Charge and Merchant failed to
obtain a physical or electronic imprint of the Card.

Maximum time a One hundred and twenty (120) days from the date American Express
dispute can be raised Network processed the Transaction.

Maximum time to Twenty (20) days from the date of Chargeback.

challenge a dispute

Excluded Transactions • Authorised Transactions where the full magnetic strip was sent to
the Issuer with the Authorisation Request.
• Mail, telephone, internet Transactions.
• Chip Card Transactions where the Transaction Certificate is provided
in the Submission.
• Contactless Transactions.

Requirements to One of the following items must be provided:

challenge a dispute • Proof that a correcting Transaction, which directly offsets the
disputed Transaction, has already been processed.
• An imprint of Card which confirms the Primary Account Number and
Card Member’s name.
• Evidence that this Chargeback was raised in error and the disputed
Transaction does not qualify under this Chargeback reason.

AMERICAN EXPRESS CHARGEBACK CODES 13

REASON CODE 4530
Currency Discrepancy

Chargeback Reason The Charge was submitted with a different currency and or currency rate
than the currency which was agreed to with the Card Member.

Maximum time a One hundred and twenty (120) days from the date American Express
dispute can be raised Network processed the Transaction.

Maximum time to Twenty (20) days from the date of Chargeback.

challenge a dispute

Excluded Transactions None.

Requirements to One of the following items must be provided:

challenge a dispute • Proof that a correcting Transaction, which directly offsets the
disputed Transaction, has already been processed.
• Evidence that this Chargeback was raised in error and the disputed
Transaction does not qualify under this Chargeback reason.

AMERICAN EXPRESS CHARGEBACK CODES 14

REASON CODE 4534
Multiple ROCs

Chargeback Reason Card Member denies participation in this Charge, even though the Card
Member has previously transacted at your business.

Maximum time a One hundred and twenty (120) days from the date American Express
dispute can be raised Network processed the Transaction.

Maximum time to Twenty (20) days from the date of Chargeback.

challenge a dispute

Excluded Transactions Purchases in separate store departments, Recurring Billing or Payments,

Delayed Billing Charges, Delayed delivery balance Transactions and
carrier passenger policy Charges.

Requirements to One of the following items must be provided:

challenge a dispute • Proof that a correcting Transaction, which directly offsets the
disputed Transaction, has already been processed.
• Itemised documents that link the Card Member to each Charge
processed and prove that all Transactions are valid.
• Evidence that this Chargeback was raised in error and the disputed
Transaction does not qualify under this Chargeback reason.

AMERICAN EXPRESS CHARGEBACK CODES 15

REASON CODE 4536
Late Presentment

Chargeback Reason A Charge was submitted outside the timeframe specified in our
Agreement at your business.

Maximum time a One hundred and twenty (120) days from the date American Express
dispute can be raised Network processed the Transaction.

Maximum time to Twenty (20) days from the date of Chargeback.

challenge a dispute

Excluded Transactions Transactions that could be charged back under Reason Code 4521 –
Invalid Authorisation.

Requirements to One of the following items must be provided:

challenge a dispute • Proof that a correcting Transaction, which directly offsets the
disputed Transaction, has already been processed.
• Proof that the Charge was submitted within the required timeframe.
• Evidence that this Chargeback was raised in error and the disputed
Transaction does not qualify under this Chargeback reason.

AMERICAN EXPRESS CHARGEBACK CODES 16

REASON CODE 4540
Card Not Present

Chargeback Reason Card Member denies participating in Charges related to Mail, telephone,
or internet Transactions.

Maximum time a One hundred and twenty (120) days from the date American Express
dispute can be raised Network processed the Transaction.

Maximum time to Twenty (20) days from the date of Chargeback.

challenge a dispute

Excluded Transactions • Card Present Transactions.

• When the Printed Card Security Code (PCSC) was provided to the
Issuer during the Authorisation Request and the Issuer failed to
provide a validation of Yes or No in the Authorisation Response.
• The Card Member address information was provided to the Issuer
during the Authorisation Request and the Merchant shipped physical
goods to the address that the Issuer verified through the Automated
Address Verification Program, and the Issuer provided a response
that the address matched.
• Transactions that qualify for American Express SafeKey Fraud
Liability Shift.
• Digital Wallet Contactless-initiated Transactions, Digital Wallet MST
Transactions and Contactless.

Continued on next page...

AMERICAN EXPRESS CHARGEBACK CODES 17

REASON CODE 4540
Card Not Present (continued)

Requirements to One of the following items must be provided:

challenge a dispute • Proof that a correcting Transaction, which directly offsets the
disputed Transaction, has already been processed.
• Proof that the Card Member signed a carrier delivery receipt for the
goods.
• Evidence that this Chargeback was raised in error and the disputed
Transaction does not qualify under this Chargeback reason.
The Merchant may also submit one of the following items as
Compelling Evidence:
• 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
• For Airline or other passenger transportation Transactions, one (1) of
the following must be provided:
– Evidence that the Card Member 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 program rewards
earned or redeemed for the flight or travel in question, showing a
direct connection to the Card Member, or
– Proof of receipt of the flight or transportation ticket at the
Card Member’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,
• For e-commerce Transactions involving the sale of Digital Goods or
Services, provide all of the following:
a. Card Member 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
Card Member
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 Card Member
account with the Merchant:
i. Device ID
ii. IP address and geographical location
iii. Device name (if available)

Continued on next page...

AMERICAN EXPRESS CHARGEBACK CODES 18

REASON CODE 4540
Card Not Present (continued)

Requirements to In addition, provide three (3) or more of the following:

challenge a dispute – Proof that the Merchant validated the Card and the Card Member
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 Card Member and successfully verified by the Merchant on
or before the Transaction date,
– Proof that the Card Member 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,
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 Card Member, and
b. Proof the Card Member accessed the Merchant’s website or
application to establish services on or before the Transaction date,
and
c. Proof the Card Member received the goods or services, and
d. Proof of a previous Transaction that was not disputed
Or,

Continued on next page...

AMERICAN EXPRESS CHARGEBACK CODES 19

REASON CODE 4540
Card Not Present (continued)

Requirements to • For Transactions involving the sale of website search and/or

challenge a dispute 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 Card Member, 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 adservice setup
ii. Email address of purchaser
iii. Company name or purchaser name, and
c. Proof the Card Member 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 Card Member account with the
Merchant:
i. Device ID
ii. IP address and geographical location
iii. Device name (if available)
e. Proof that the Card Member received the goods or services,
and
f. Description of the goods or services and the date they
were provided.

AMERICAN EXPRESS CHARGEBACK CODES 20

REASON CODE 4544
Cancellation Of Recurring Goods / Services

Chargeback Reason Card Member’s account continues to be Charged, even though the
Card Member has notified the Merchant to cancel or revoke consent to
recurring billing arrangement with the Merchant.

Maximum time a One hundred and twenty (120) days from the date American Express
dispute can be raised Network processed the Transaction in dispute.

Maximum time to Twenty (20) days from the date of Chargeback.

challenge a dispute

Excluded Transactions • Any Transactions other than Recurring Billing Charges for goods or
services, including Deferred Billing Charges.
• Card Present Transactions.

Requirements to One of the following items must be provided:

challenge a dispute • Proof that a correcting Transaction, which directly offsets the
disputed Transaction, has already been processed.
• Evidence that this Chargeback was raised in error and the disputed
Transaction does not qualify under this Chargeback reason.

AMERICAN EXPRESS CHARGEBACK CODES 21

REASON CODE 4553
Not As Described Or Defective Merchandise

Chargeback Reason Either of the following reasons:

1. Card Member received goods and or services that are different
than the written description provided by the Merchant at the time
of purchase.
2. Card Member received damaged or defective goods and or services.

Maximum time a One hundred and twenty (120) days from the date American Express
dispute can be raised Network processed the Transaction, or
One hundred and twenty (120) days from the date the goods and/or
services were received.

Maximum time to Twenty (20) days from the date of Chargeback.

challenge a dispute

Excluded Transactions None.

Requirements to One of the following items must be provided:

challenge a dispute • Proof that a correcting Transaction, which directly offsets the
disputed Transaction, has already been processed (Reason 1, 2).
• Proof that refutes the Card Member’s claim that the goods were
returned, or services were cancelled (Reason 1, 2).
• Proof that refutes the Card Member’s claim that the quality of the
goods or services provided did not match the written description
provided by the Merchant at the time of purchase (Reason 1).
• Proof that the Merchant attempted to repair or replace the damaged
or defective goods or provide replacement services (Reason 2).
• If the Card Member claims the goods were returned, proof that
the Merchant provided its cancellation / return policy to the Card
Member at the time of the purchase, and the Card Member did
not comply with the policy, or applicable laws and regulations
(Reason 2).
• Proof that the Card Member agreed to accept the goods or services
“as is” (Reason 2).
• Evidence that this Chargeback was raised in error and the disputed
Transaction does not qualify under this Chargeback reason
(Reason 1, 2).
The Merchant may also submit the following as Compelling
Evidence:
• Proof that the goods and or services matched the description
provided by the Merchant, e.g. photographs or e-mails (Reason 1).

AMERICAN EXPRESS CHARGEBACK CODES 22

REASON CODE 4554
Goods And Services Not Received

Chargeback Reason Card Member did not receive, or only partially received goods and or
services.

Maximum time a One hundred and twenty (120) days from the date American Express
dispute can be raised Network processed the Transaction, or
One hundred and twenty (120) days from (whichever occurred first):
– the date the Card Member expected to receive goods and/or
services, or
– the date the Card Member became aware that the expected goods
and/or services would not be provided (not exceeding five hundred
and forty (540) days from the date American Express Network
processed the Transaction).

Maximum time to Twenty (20) days from the date of Chargeback.

challenge a dispute

Excluded Transactions Transactions that could be charged back under Reason Code 4513 –
Credit Not Presented.

Requirements to One of the following items must be provided:

challenge a dispute • Proof that a correcting Transaction, which directly offsets the
disputed Transaction, has already been processed.
• Proof that the goods or services were received in their entirety by the
Card Member or the Card Member’s designated representative.
• Proof that the goods and or services were delivered to the address
specified by the Card Member.
• Proof that refutes the Card Member’s claim that the goods were
returned, or services were cancelled.
• Proof that goods are held by Customs authorities in the destination
country and the Card Member has failed to claim them.
• Proof that goods were seized by Custom authorities in the
destination country and the Card Member is legally prohibited from
claiming them.
• Proof that the First Chargeback was processed more than 120 days
after the Card Member becomes aware that the goods and services
would not be provided.
• Evidence that this Chargeback was raised in error and the disputed
Transaction does not qualify under this Chargeback reason.

Continued on next page...

AMERICAN EXPRESS CHARGEBACK CODES 23

REASON CODE 4554
Goods And Services Not Received (continued)

Requirements to • For Transactions involving goods or services, evidence to prove

challenge a dispute that there is a link between the person who received the goods or
services and the Card Member (e.g., photographs, emails), or
• For Airline or other passenger transportation Transactions, one (1) of
the following must be provided:
– Evidence that the Card Member 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 program rewards for
the flight or travel in question, showing a direct connection to the
Card Member, 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,
• For Card Not Present Transactions where the goods are picked up at
the Merchant’s location:
– The Merchant must provide the Card Member or authorised third
party signature on the pickup form as well as additional proof to
demonstrate that the identity of the Card Member or authorised
third party was verified at the time of pickup
Or,
• 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 Card Member’s IP address at the time of purchase
matches the IP address where the digital goods were downloaded,
or
– Proof the Card Member’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
Card Member 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.

AMERICAN EXPRESS CHARGEBACK CODES 24

REASON CODE 4750
Car Rental Charge Non Qualified
Or Unsubstantiated

Chargeback Reason Either of the following reasons:

1. The Merchant did not comply with the capital damages to rental
vehicles Charge Submission requirements.
2. The Transaction amount charged was more than 15% above the
amount in the capital damages acknowledgement letter signed by
the Card Member.
3. Card Member purchased the Merchant’s collision, loss, theft
insurance.
4. Card Member was charged for theft or loss of use of the vehicle.

Maximum time a One hundred and twenty (120) days from the date American Express
dispute can be raised Network processed the Transaction.

Maximum time to Twenty (20) days from the date of Chargeback.

challenge a dispute

Excluded Transactions Charges for the original car rental as provided in the car rental
agreement.

Requirements to One of the following items must be provided:

challenge a dispute • Proof that a correcting Transaction, which directly offsets the
disputed Transaction, has already been processed (Reason 1, 2, 3, 4).
• If the Card Member denies acknowledgement of this charge, proof
of a capital damages acknowledgement letter signed by the Card
Member(Reasons 1,3).
• Proof that the Charge submitted was within 15% of the amount
indicated on the capital damages acknowledgement letter which was
signed by the Card Member (Reason 2).
• Proof refuting Card Member’s claim that insurance was purchased
from the Merchant for collision, loss or theft. Proof may include Card
Member waiving insurance coverage, or insurance purchased was
not sufficient to cover capital damages (Reason 3).
• Proof that the Charge was not for theft or loss of use (Reason 4).
• Evidence that this Chargeback was raised in error and the disputed
Transaction does not qualify under this Chargeback reason
(Reason 1, 2, 3, 4).

AMERICAN EXPRESS CHARGEBACK CODES 25

REASON CODE 4752
Credit / Debit Presentment Error

Chargeback Reason Card Member claims that the Charge submitted should have been a
Credit, or the Credit submitted should have been a Charge.

Maximum time a One hundred and twenty (120) days from the date American Express
dispute can be raised Network processed the Transaction.

Maximum time to Twenty (20) days from the date of Chargeback.

challenge a dispute

Excluded Transactions None.

Requirements to One of the following items must be provided:

challenge a dispute • Proof that a correcting Transaction, which directly offsets the
disputed Transaction, has already been processed.
• Proof that the Charge or Credit is valid.
• Evidence that this Chargeback was raised in error and the disputed
Transaction does not qualify under this Chargeback reason.

AMERICAN EXPRESS CHARGEBACK CODES 26

REASON CODE 4754
Local Regulatory / Legal Dispute

Chargeback Reason Card Member disputed a Charge which are rights protected by law, and
where no other Chargeback rights apply.

Maximum time a One hundred and twenty (120) days from the date American Express
dispute can be raised Network processed the Transaction.

Maximum time to Twenty (20) days from the date of Chargeback.

challenge a dispute

Excluded Transactions As prescribed by applicable law.

Requirements to One of the following items must be provided:

challenge a dispute • Proof that a correcting Transaction, which directly offsets the
disputed Transaction, has already been processed.
• Proof that the law does not exist (repealed or expired prior to the
time of Transaction), or the law cited by the Card Member does not
apply to this disputed Charge.
• Evidence that this Chargeback was raised in error and the disputed
Transaction does not qualify under this Chargeback reason.

AMERICAN EXPRESS CHARGEBACK CODES 27

REASON CODE 4755
No Valid Authorisation

Chargeback Reason Any of the following reasons:

1. A Transaction where Authorisation was required but not obtained or
an Authorisation was declined.
2. Merchant failed to obtain a single Authorisation for the full amount of
the Transaction.
3. The Transaction took place on a date outside of the valid date range
printed on the Card.

Maximum time a One hundred and twenty (120) days from the date American Express
dispute can be raised Network processed the Transaction.

Maximum time to Twenty (20) days from the date of Chargeback.

challenge a dispute

Excluded Transactions For Chargeback Reason 1 or 2:

• Chip Card Transaction where the Transaction indicates that the
Authorisation was granted Offline by the Chip Card.

Requirements to One of the following items must be provided:

challenge a dispute • Proof that a correcting Transaction, which directly offsets the
disputed Transaction has already been processed (Reason 1, 2).
• Proof that a valid Authorisation was received (Reason 1, 2).
• Evidence that this Chargeback was raised in error and the
disputed Transaction does not qualify under this Chargeback
reason (Reason 1, 2).
• Proof that the Transaction fell within the valid date range printed on
the Card (Reason 2).
The Merchant may also submit one of the following as Compelling
Evidence:
• For Airline Transactions (Reason 1, 2)
– Evidence that the Card Member participated in the flight, e.g.
scanned boarding pass or passenger manifest.
– Proof of direct connection to the Card Member, e.g. credits
of frequent flyer miles for the flight in question.
– Proof of receipt for the delivery of the flight ticket to the Card
Member’s billing address.
– Proof that the Transaction contains the designated passenger
name that is the same as a previous Transaction made by the
Card Member that was not disputed.

AMERICAN EXPRESS CHARGEBACK CODES 28

REASON CODE 4763
Fraud Full Recourse

Chargeback Reason Card Member denies authorising the Charge, and your business has
been placed in the Fraud Full Recourse Program.

Maximum time a One hundred and twenty (120) days from the date American Express
dispute can be raised Network processed the Transaction.

Maximum time to Twenty (20) days from the date of Chargeback.

challenge a dispute

Excluded Transactions • American Express Network compliant Chip Card Transactions where
a Transaction Certificate is provided in the Submission or
Transactions identified as Fallback in the Submission.

Requirements to One of the following items must be provided:

challenge a dispute • Proof that a correcting Transaction, which directly offsets the
disputed Transaction, has already been processed.
• Proof that your Merchant was not placed in the Fraud Full Recourse
Program at the time of the Chargeback.
• Evidence that this Chargeback was raised in error and the disputed
Transaction does not qualify under this Chargeback reason.

AMERICAN EXPRESS CHARGEBACK CODES 29

REASON CODE 4798
Fraud Liability Shift – Counterfeit

Chargeback Reason Card Member denies participating in the Charge, and a counterfeit
Chip Card was used at a Point of Sale System and the Transaction was
not processed as a Chip Transaction because the POS System was not
capable of processing Chip Transactions.

Maximum time a One hundred and twenty (120) days from the date American Express
dispute can be raised Network processed the Transaction.

Maximum time to Twenty (20) days from the date of Chargeback.

challenge a dispute

Excluded Transactions • Mail, telephone or internet Transactions.

• Transactions that are identified as Fallback Transactions in the
Submission.
• Digital Wallet Program Transactions.
• Contactless Transactions.

Requirements to One of the following items must be provided:

challenge a dispute • Proof that a correcting Transaction, which directly offsets the
disputed Transaction, has already been processed.
• Proof that it is a Fallback Transaction and your terminal sent a
Fallback indicator at time of the Authorisation Request.
• Proof that it is a Mail, telephone, internet, Digit Wallet or
Contactless Transaction.
• Evidence that this Chargeback was raised in error and the disputed
Transaction does not qualify under this Chargeback reason.

AMERICAN EXPRESS CHARGEBACK CODES 30

Australian Merchant Retrieval Request Codes
We may request for either the original or copy of the ROC, documentation or additional information
about a Transaction, either at the request of the Issuer or Card Member to help substantiate a
charge. Failure to respond to a Retrieval Request in a timely manner may result in a Chargeback.

Reason Retrieval Request Retrieval Request Examples Of

Code Reason Description Acceptable Documents

6003 Chargeback Documentation that the • Itemised & signed (except for PIN) receipt
Documentation. Issuer requires to validate or invoice that supports the Transaction.
the Card Member’s • Proof that the Card Member agreed to
claims regarding the the Transaction or made the booking or
Transaction reservation and received the confirmation.
• Website name / URL / Product
description /IP Address / Cancellation
Policy.
• Signed proof of delivery with the delivery
address and date.

6006 Legal Request Documentation that the • Itemised & signed receipt or invoice that
or Fraud Analysis. Issuer requires to validate supports the Transaction.
the Card Member’s claim • Proof that the Card Member agreed to
that the Transaction is the Transaction or made the booking or
fraudulent, or as result of reservation and received the confirmation.
legal request.
• Website name / URL / Product description
/IP Address / Cancellation Policy.
• Signed proof of delivery with the
deliveryaddress and date.

6008 Card Member Documentation that the • Itemised & signed receipt or invoice that
requests copy Issuer requires as a result supports the Transaction.
bearing signature of the Card Member’s • Signed contract or policy details.
(signed support). request for a copy of the
• Signed proof of delivery with the delivery
receipt of the Transaction,
address and date.
that bears the Card
Member’s signature.

AMERICAN EXPRESS CHARGEBACK CODES 31

Australian Merchant Retrieval Request Codes
(continued)

Reason Retrieval Request Retrieval Request Examples Of

Code Reason Description Acceptable Documents

6013 Repeat Documentation that the • Refer to original Retrieval Request.

Documentation Issuer was requested
Request. previously; the request was
either unfulfilled, or the
documents provide was
illegible or incomplete.

6014 Card Member Documentation that the • Itemised & signed (except for PIN) receipt
does not recognise Issuer requires to validate or invoice that supports the Transaction.
Transaction or the Card Member’s claims • Proof that the Card Member agreed to
Transaction of not recognising the the Transaction or made the booking or
Amount. Transaction. reservation and received the confirmation.
• Website name / URL / Product
description /IP Address / Cancellation
Policy.
• Signed proof of delivery with the delivery
address and date.

6016 Card Member Documentation that the • Itemised & signed receipt or invoice that
needs for Issuer requires due to Card supports the Transaction.
personal records. Member’s request to have • Signed contract or policy details.
for their personal record.
• Signed proof of delivery with the delivery
address and date.

AMERICAN EXPRESS CHARGEBACK CODES 32

Definitions

Aggregated Transactions A Charge that combines multiple small purchases or refunds (or both)
incurred on a Card into a single, larger Charge before submitting the
Charge for payment.

American Express The Network of Merchants that accept Cards and the operational,
Network service delivery, systems, and marketing infrastructure that supports
this Network and the American Express Brand.

Authorisation Authorisation means the process for obtaining approval for a Charge, as
described in this Agreement. Card and American Express Card mean
any card, account access device, mobile device, or payment device
bearing our or our Affiliates’ Marks. Card also includes any card or other
account access device issued by a Third Party. Card Member means
the person or entity whose name appears on the Card (or the holder of
a Prepaid Card whose name may or may not be printed on the Card).
Card Not Present Charge means a Charge for which the Card is not
presented at the point of purchase (e.g. Charges by mail, telephone,
fax or the Internet). Charge means a payment or purchase made on
the Card. Card Present Charge means a Charge for which the Card
is presented at the point of purchase, including In Person Charges
and Charges made at CATs. In Person Charge means a Card Present
Charge excluding Charges made at CATs (e.g. a Charge taken at a
merchant attended retail location where the Card is swiped, read using
contactless technology, or manually key-entered). Chargeback – Our
reimbursement from you for the amount of a Charge subject to such
right, or our reversal of a Charge for which we have not paid you.

Chip Card Chip Card means a Card that contains an integrated chip and could
require a PIN as a means of verifying the Card Member and/or the
information contained in the chip. Credit means the amount of the
Charge that you refund to Card Members for purchases or payments
made on the Card. Delayed Delivery – A single purchase for which you
must create and submit two separate Charges. The first Charge is for the
deposit or down payment and the second Charge is for the balance of
the purchase.

Deferred Billing A single Transaction completed for which the total amount is billed in
instalments (BOP).

Continued on next page...

AMERICAN EXPRESS CHARGEBACK CODES 33

Definitions (continued)

Digital Wallet Digital Wallet Contactless-initiated Transaction means a Contactless

Contactless-initiated Transaction initiated by a digital wallet within a Mobile Device via the
Transaction contactless interface at an Contactless-enabled POS Device. Digital
Wallet Application-initiated Transaction means a Transaction initiated
by a digital wallet utilising a merchant application within the Mobile
Device, and not via the contactless interface. Contactless is a program
within American Express for facilitating Contactless Transactions
between a Chip Card or Mobile Device containing an Contactless
Application and an Contactless-enabled POS device. Fallback – When
a Chip Card Transaction cannot be completed through the use of Chip
technology in an Enabled Chip and PIN POS System and as a result, is
processed as a Magnetic Strip Transaction.

Merchant Merchant means any or all of your or your Affiliates’ locations, outlets,
websites, online networks, and all other methods for selling goods and
services, including methods that you adopt in the future, that we have
approved.

Point of Sale System An information processing system or equipment, including a terminal,

(POS) personal computer, electronic cash register, contactless reader,
Mobile Point of Sale (MPOS), or payment engine or process, used by
a Merchant, to obtain Authorisations or to collect Transaction Data, or
both.

Primary Account Number A series of digits assigned to identify a Card Member account.

Printed Card Security The 3 digits printed on the back of the Card or 4 digits printed on the
Code (PCSC) front of the Card (BOP modified).

Recurring Billing The billing method for periodic Transactions for products or services
agreed to in writing by the Card Member, e.g. membership fees to health
clubs, magazine subscriptions, insurance premiums.

Submission The collection of Transaction Data that you send to us.

Transaction Transaction means a Charge or Credit completed by the means of a

Card.
Transaction Certificate – A digital signature comprised of select data
generated by the Chip Card during the Transaction Authorisation
process.

AMERICAN EXPRESS CHARGEBACK CODES 34