American Express · Chargeback reason codes
American Express C02 chargeback: Credit Not Received by Issuer explained
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American Express reason code C02, Credit Not Received by Issuer, means the Cardmember says a credit you owed them was never processed. The issuer must wait 15 days, then has 120 days from the cancellation, return or your written credit acknowledgment to file. Answer with proof the credit was processed, that the Cardmember accepted replacement goods instead, or that the refund was paid another way after a credit authorization was declined.
- Category
- Cardmember dispute
- Time limit for the bank to file
- 120 days from the cancel, refuse or return date, your written credit acknowledgment, or presentment; after a 15-day wait
- Time limit to respond
- 20 days from the Amex chargeback or inquiry in the US (your processor's deadline may be earlier); no reply means a "No Reply" chargeback
- Typical evidence
- Credit processed, accepted replacement, or refund paid another way
- Can it be prevented?
- Yes: issue credits promptly and confirm them
- Who usually wins
- The merchant with proof the credit was issued
What PlatformDTC does
For a "refund not received" dispute, PlatformDTC reads the refund history from Stripe: if the money was already returned it sends each refund's amount, date and acquirer reference number (ARN) and asks the bank not to pay twice; if not, it quotes the store's published refund policy. With "Answer a chargeback automatically" switched on, it sends the response to the bank for you before the deadline.
What it means
You agreed to give the Cardmember a credit, and they say it never appeared.
Why customers file it
A refund that was promised but not processed, or one still posting.
Evidence that wins
For every Amex code, a credit that directly offsets the disputed charge is also an accepted response.
- Proof the credit was processed
- Proof the Cardmember accepted substitute goods instead of a credit
- Proof a credit authorization was declined and the refund was paid another way
How to prevent it
- Process credits as soon as you agree to them
- Email the Cardmember the refund confirmation
For developers
On Stripe the dispute object arrives with reason "credit_not_processed" and the card network's own code in payment_method_details.card.network_reason_code; listen for charge.dispute.created and read evidence_details.due_by for the deadline.
American Express uses one letter plus two digits for US and Canada merchants; elsewhere it uses four-digit ISO codes, and each letter code sits under one.
Frequently asked questions
- How long must the bank wait before filing a C02?
- 15 days, under the American Express Merchant Rules.
- What if I already refunded?
- Send proof the credit was processed; a credit that offsets the charge answers any Amex code.
Sources
Related
- C04 — The Cardmember returned or refused the goods and did not get a credit.
- C05 — The Cardmember cancelled the order or service and did not get a credit.
- C08 — The Cardmember says the order never arrived or only part of it did.
- C14 — The Cardmember says they paid for the purchase another way.
- C18 — The Cardmember says they were wrongly billed for a guaranteed reservation or advance deposit.
- C28 — The Cardmember says a subscription kept billing after they cancelled.