Reason Code C04Goods/Services Returned or Refused

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Card Issuer

American Express

Reason Code



Cardmember Dispute


The cardholder didn’t accept the delivery of services or goods or returned the products, but the merchant didn’t process a credit.


  • The cardholder refused product or service delivery but didn’t receive a credit to their account.
  • The cardholder returned the products, but the merchant didn’t process a credit.


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

  • For all card-present transactions, disclose the return policy on the sales receipt. The policy should be at the front of the issued receipt, preferably close to the customer's signature line. Print 'no refunds' on all sales receipts if you don't accept returns or refunds. 
  • For online transactions, make the return policy easy to find and clear. It should be on the checkout page near the submit button. The customer should click the return policy checkbox to acknowledge your return policy before finalizing the purchase.  
  • Don't accept returns if they contradict your return policy.
  • Fulfill qualified refund and cancelation requests fast so that the credit is reflected in the cardholder's following statement. 
  • If you intend to credit a lower amount, communicate this to the cardholder. 
  • Inform the cardholder when you issue the credit.
American Express Merchant Official Documentation
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