Reason Code C32Goods/Services Damaged or Defective

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Card Issuer

American Express

Reason Code



Cardmember Dispute


The customer claims they received defective, damaged, or faulty merchandise.


  • The merchandise got damaged on delivery.
  • The merchandise didn’t match the description.
  • The customer fraudulently claims the goods are damaged/faulty.


Cardholders and issuers have no limit to the number of days they have to 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

  • Offer good customer support.
  • Acknowledge and fulfill valid requests for replacements and refunds promptly.
  • Use correct packaging materials to avoid damage.
  • Avoid referring the customer to the manufacturer, instead, resolve the issue yourself.
American Express Merchant Official Documentation
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