American Express · Chargeback reason codes
American Express M10 chargeback: Vehicle Rental Charge Non-Qualified or Unsubstantiated
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American Express reason code M10, Vehicle Rental Charge Non-Qualified or Unsubstantiated, means the Cardmember disputes a car rental charge for damage, theft or loss of use. Answer with proof the charge was within the damage estimate the Cardmember agreed to plus 15%, that they waived or lacked your insurance, that the charge was not for theft or loss of use, or that they accepted liability.
- 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
- Agreed damage estimate, insurance waiver, acceptance of liability
- Can it be prevented?
- Yes: written estimates and signed acceptance of liability
- Who usually wins
- The merchant with signed estimates and liability acceptance
What PlatformDTC does
PlatformDTC stores sell products and services rather than car rentals, so an M10 does not arise on a PlatformDTC order. PlatformDTC answers this kind of dispute with its standard evidence pack built from the order: customer name, email, IP address, billing and shipping address, items bought, carrier, tracking and ship date, the refund policy, and any refund already issued. With "Answer a chargeback automatically" switched on, it sends the response to the bank for you before the deadline.
What it means
Applies to vehicle rental companies charging for damage, theft or loss of use after a rental.
Why customers file it
Damage the renter disputes, or charges larger than the agreed estimate.
Evidence that wins
For every Amex code, a credit that directly offsets the disputed charge is also an accepted response.
- Proof the charge was within the agreed damage estimate plus 15%
- Proof the Cardmember waived your insurance or it was insufficient
- Proof the charge was not for theft or loss of use
- Proof the Cardmember accepted liability
How to prevent it
- Give a written damage estimate and get it agreed
- Get signed acceptance of liability
For developers
On Stripe the dispute object arrives with reason "general" 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
- Who receives M10 chargebacks?
- Vehicle rental merchants charging for damage, theft or loss of use.
- What margin over the estimate does Amex allow?
- The charge must be within the Cardmember-agreed damage estimate plus 15%.
Sources
Related
- C31 — The Cardmember says the goods or services did not match the description or quality promised.
- 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.
- F31 — A lost, stolen or never-received chip card was used where the chip was not read.