C02 – Credit Not Processed

By September 27, 2019American Express, Reason Code

Chargeback Reason Code


Why did I get a chargeback with American Express reason code C02?

The cardholder claims you were supposed to provide a refund, but a credit hasn’t been applied to the card yet.

What do I need to fight a chargeback with American Express reason code C02?

Your chargeback response must include at least one of the following items:

  • If you don’t need to offer a credit or only a partial credit is necessary, provide documentation that supports your claim.
  • If you have already processed a refund for the transaction in question, provide documentation that proves you have credited the cardholder’s account.

How can I avoid a chargeback with American Express reason code C02 in the future?

  • Make sure your refund or cancellation policy clearly explains what the cardholder is expected to do, and make the policy easy to find.
  • Adhere to any promises for credits or refunds.
  • Fulfill all qualified cancellations or refund requests promptly so the credit will appear on the cardholder’s next statement.
  • If you will be crediting the cardholder for a reduced amount, communicate the difference before processing the credit.

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