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 Goods or Services received by the Cardmember are different than the written description provided by the merchant at the time of purchase, including a dispute related to the quality of Goods or Services received by the Cardmember.
2. The Goods or Services purchased by the Cardmember were received in a damaged or defective state.

Conditions

The Issuer must meet all the following conditions:

1. The Cardmember has failed in a good faith attempt with the merchant 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 merchant'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

• For "not as described":
  • Cardmember Documentation or Issuer Declaration detailing the Cardmember's Good Faith attempt(s) to return the Goods or cancel the Services (including the date(s), person(s) contacted, and communication method(s) used by the Cardmember),
  • Record of Charge or other Documentation containing a written description of the Goods or Service(s) purchased.
  • A description of the Goods or Services received 
  • Proof of return of Goods or cancellation of Services, when applicable
• For "defective", Cardmember Documentation or Issuer Declaration of the defect
• For "quality", Cardmember Documentation or Issuer Declaration of the quality issue
• The Cardmember has failed in a good faith attempt with the S/E to return Goods or cancel Services.

Validations

Related Questionnaires

Amex Not As Described Questionnaire

Amex Merchant Damaged Defective Questionnaire