Chargeback Reason

Either of the following:

• The Cardmember received Goods or Services that are different than the written description provided by the merchant at the time of the purchase, or
• The Cardmember received damaged Merchandise or defective Merchandise or Services.

Description

The Issuer may charge back a Transaction using this ISO Code when the Cardmember attempted to return Goods or cancel Services and one (1) of the following:

...

1. The Cardmember has failed in a good faith attempt with the S/E to return Goods or cancel Services.
2. The Chargeback amount is limited to the disputed amount of the Transaction.
3. For Damaged or Defective chargebacks, the Cardmember must comply with the S/E's return policy when attempting to return the Goods or cancel the Services.

Timeframes

If applicable, before initiating a Dispute, an Issuer must wait 15 calendar days from either:

• The date the Cardmember returned/attempted to return the merchandise.

A Dispute must be processed no later than either:

• 120 days from the date of receipt of Goods or Services
• 120 days from the Network Processing Date of the Presentment

Dependencies

As applicable, the Issuer must provide the following for Chargebacks processed under this ISO code:

• Issuer Declaration that indicates the Chargeback description.
• Cardmember attempted to resolve with merchant.

Validations

Related Questionnaires

Amex Not As Described Questionnaire

Amex Merchant Damaged Defective Questionnaire