Reason Code C02Credit Not Processed

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Card Issuer

American Express

Reason Code



Cardmember Dispute


The cardholder claims the merchant was to issue a refund, but the amount hasn’t been credited to the card.


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


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.  
  • 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.
American Express Merchant Official Documentation
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