American Express · Chargeback reason codes
American Express C32 chargeback: Defective Merchandise explained
Checked
American Express reason code C32, Defective Merchandise, means the Cardmember says the goods arrived damaged or defective, and they must have followed your return policy. Win by refuting the return or contact attempt, or showing the Cardmember accepted the goods as is, plus proof the goods matched the description, that you offered a repair or replacement, or that the Cardmember broke your return policy.
- Category
- Cardmember dispute
- Time limit for the bank to file
- Usually 120 days from the network processing date
- 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
- Proof of repair or replacement offers, accepted as-is, return policy
- Can it be prevented?
- Partly: inspect and pack well, replace quickly
- Who usually wins
- The merchant who offered a fix or shows the policy was broken
What PlatformDTC does
For a "not as described" dispute, PlatformDTC's response includes the product description, delivery proof and the refund or return policy the customer saw at checkout, and states that the customer did not contact the store about a problem before disputing. With "Answer a chargeback automatically" switched on, it sends the response to the bank for you before the deadline.
What it means
The Cardmember says the item was broken, damaged or did not work.
Why customers file it
Shipping damage, manufacturing defects, or misuse blamed on the product.
Evidence that wins
For every Amex code, a credit that directly offsets the disputed charge is also an accepted response.
- Proof refuting the return or contact attempt, or that the Cardmember accepted the goods as is
- Proof the goods matched the description (if not returned)
- Proof you tried to repair or replace them
- Proof the Cardmember broke the return policy (if returned)
How to prevent it
- Inspect and pack goods carefully
- Offer a replacement or repair as soon as a customer reports damage
For developers
On Stripe the dispute object arrives with reason "product_unacceptable" 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
- Does the Cardmember need to follow my return policy?
- Yes. For C32 the Merchant Rules require that the Cardmember followed the return policy.
- Does a repair offer help?
- Yes. Proof you tried to repair or replace the goods is one of the accepted responses.
Sources
Related
- C31 — The Cardmember says the goods or services did not match the description or quality promised.
- C04 — The Cardmember returned or refused the goods and did not get a credit.
- M10 — The Cardmember disputes a car rental charge for damage, theft or loss of use.
- F29 — The Cardmember says they did not make an online, phone or mail order purchase.
- F10 — The Cardmember denies an in-person charge and there is no card imprint or swipe record.
- F14 — The Cardmember admits one real purchase but disputes other charges from the same merchant.
- F24 — A fraud claim on a charge with no valid authorization, or on an invalid or expired card.
- F30 — A counterfeit chip card was used where the chip was not read.