American Express · Chargeback reason codes
American Express R13 chargeback: Request for Support Not Fulfilled (No Reply)
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American Express reason code R13, Request for Support Not Fulfilled, is the "No Reply" chargeback: American Express sent an inquiry and the merchant did not answer within the deadline, 20 days in the US. The only response is proof that you did answer the inquiry on time. Answering every inquiry promptly, even with a refund, prevents it.
- Category
- Inquiry not answered
- 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 you answered the inquiry on time
- Can it be prevented?
- Yes: answer every inquiry within 20 days
- Who usually wins
- The Cardmember unless you prove a timely reply
What PlatformDTC does
PlatformDTC records inquiries (pre-chargeback requests) as disputes on the order and emails the merchant with the deadline. With "Answer a chargeback automatically" on, its response also goes to inquiries, because an unanswered inquiry becomes a chargeback.
What it means
Amex asked for information about a charge and received no reply in time.
Why customers file it
Missed or unread inquiry notices.
Evidence that wins
The only response is proof that you replied in time.
- Proof the merchant answered the inquiry on time
How to prevent it
- Answer every Amex inquiry within 20 days
- Send a credit if you agree with the Cardmember
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
- How long do I have to answer an Amex inquiry?
- 20 days in the US under the American Express Merchant Rules; some countries have shorter limits.
- What is R03?
- A chargeback for an inquiry reply that was illegible or incomplete.
Sources
- American Express Merchant Rules (October 2026), chapter 9 Chargebacks and Inquiries — American Express
- How disputes work — Stripe
- Dispute categories and network reason codes — Stripe
Related
- R03 — The merchant's reply to an Amex inquiry was illegible or incomplete.
- M01 — The merchant itself told Amex to charge the transaction back, in reply to an inquiry.
- A01 — The amount charged was higher than the amount American Express approved.
- A02 — The charge was submitted although the authorization was declined, reversed or never obtained.
- A08 — The charge was submitted more than 7 days after approval, or with a different merchant category code.
- C02 — The Cardmember says a credit you owed them never reached their account.
- C04 — The Cardmember returned or refused the goods and did not get a credit.