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American Express Reason Code C32 Goods/Services Damaged or Defective

Dispute​

American Express

Card Issuer Name

C32

Reason Code

Cardmember Dispute

Category

Claim

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

Cause

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

Response

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.

Written by

Justt

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