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American Express Reason Code C02 Credit Not Processed

Disputeโ€‹

American Express

Card Issuer Name

C02

Reason Code

Cardmember Dispute

Category

Claim

The cardholder claims the merchant was to issue a refund, but the amount hasnโ€™t been credited to the card.

Cause

  • The merchant failed to credit the account.
  • The merchant credited the customerโ€™s card but not in good time to reflect in the recent statement.
  • The customer didnโ€™t understand the return policy.
  • The merchant processed a transaction receipt that they should have voided.

Response

Cardholders and issuers have 120 days to file a dispute related to the claim against the merchant.
Merchants have 20 days to respond to the claim in dispute.

Steps to Prevention

  • Ensure your cancelation or refund policy is easy to find and clear on what the cardholder should do.ย ย 
  • Fulfill all refund and cancelation requests fast so that the credit reflects in the cardholder’s following statement.
  • If you intend to credit the cardholder a lesser amount than agreed, communicate this before processing.
  • Notify the cardholder when you issue the credit.
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