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 02

 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 03

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 Network
dispute can be raised 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 04

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 Network
dispute can be raised 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 05

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 Network
dispute can be raised 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 06

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 Network
dispute can be raised 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 07

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 Network
dispute can be raised 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 A$35 AUD 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 08

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 Network
dispute can be raised 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 A$35 AUD 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 09

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 Network
dispute can be raised 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 Network
dispute can be raised 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 Network
dispute can be raised 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 Network
dispute can be raised 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 Network
dispute can be raised 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 Network
dispute can be raised 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 Network
dispute can be raised 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:

° Proof that the Card Member completed the Transaction.

°  Proof that the disputed Transaction was shipped to the same address
as a previous Transaction made by the Card Member that was not disputed.

°  For Airline Transactions:

– E
 vidence that the Card Member participated in the flight, e.g. scanned
boarding pass or passenger manifest.
– P
 roof of direct connection to the Card Member, e.g. credits of frequent
flyer miles for the flight in question.
– P
 roof of receipt for the delivery of the flight ticket to the Card Member’s
billing address.
– P
 roof 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 18

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 Network
dispute can be raised 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 19

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 Network
dispute can be raised 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 20

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 Network
dispute can be raised 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
– t he 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 21

REASON CODE 4554
Goods And Services Not Received (continued)

Requirements to The Merchant may also submit one of following items as Compelling
challenge a dispute Evidence:
(continued)
° Evidence that links the person who received the goods or services to the
Card Member, e.g. photographs, emails, etc.

For Airline Transactions:

° Proof that the Card Member or designated passenger participated in the
flight, e.g. scanned boarding pass, or additional transactions related to the
flight, seat upgrades, baggage payment, or onboard aircraft purchases.

° Proof of direct connection to the Card Member, e.g. credits of frequent flyer
miles for the flight in question.

° Proof flight in question was available during airline bankruptcy proceedings.

For Internet Transactions – includes sale of digital goods downloaded,

or services accessed online:

° Proof that the Card Member’s IP address at the time of purchase matches
the IP address where the digital goods were downloaded.

° Proof that the Card Member’s email address provided at the time of
purchase matches the email address used to deliver the digital goods.

° Proof that the Merchant’s website was accessed by the Card Member
for services after the Transaction date.
Note: Include one of the following – Description of the digital goods or date
and time the digital goods were downloaded.

In Store Pick Up / Card Not Present transactions that the Card Member
chooses to pick up at an Merchant location:

° Card Member signature on the pick up form, as well as proof that the
Merchant verified the Card Member’s identity at the time of pick up.

AMERICAN EXPRESS CHARGEBACK CODES 22

REASON CODE 4750
Car Rental Charge Non Qualified Or Unsubstantiated

Chargeback Reason Any 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 Network
dispute can be raised 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 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 23

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 Network
dispute can be raised 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 24

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 Network
dispute can be raised 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 25

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 Network
dispute can be raised 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)

– E
 vidence that the Card Member participated in the flight, e.g. scanned
boarding pass or passenger manifest.
– P
 roof of direct connection to the Card Member, e.g. credits of frequent
flyer miles for the flight in question.
– P
 roof of receipt for the delivery of the flight ticket to the Card Member’s
billing address.
– P
 roof 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 26

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 Network
dispute can be raised 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 been 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 27

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 Network
dispute can be raised 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 28

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 Acceptable Documents

Code Reason Description

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 claims
regarding the Transaction. °  Proof that the Card Member agreed to
the Transaction or made the booking or
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
that the Transaction is °  Proof that the Card Member agreed to
the Transaction or made the booking or
fraudulent, or as result
reservation and received the confirmation.
of legal request.
°  Website name / URL / Product description /
IP Address / Cancellation Policy.

°  Signed proof of delivery with the delivery

address 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 support). request for a copy of the °  Signed contract or policy details.
receipt of the Transaction, °  Signed proof of delivery with the delivery
that bears the Card address and date.
Member’s signature.

AMERICAN EXPRESS CHARGEBACK CODES 29

Australian Merchant Retrieval Request Codes
(continued)

Reason Retrieval Request Retrieval Request Examples Of Acceptable Documents

Code Reason Description

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
Transaction of not recognising the °  Proof that the Card Member agreed to
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 ° Itemised & signed receipt or invoice that
needs for personal the Issuer requires supports the Transaction.
records. due to Card Member’s
request to have for their °  Signed contract or policy details.
personal record. °  Signed proof of delivery with the delivery
address and date.

AMERICAN EXPRESS CHARGEBACK CODES 30

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, service
Network 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 31

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 front
Code (PCSC) 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 32