C32 – Goods/Services Damaged or Defective

By September 27, 2019American Express, Reason Code

Chargeback Reason Code


Why did I get a chargeback with American Express reason code C32?

The cardholder claims to have received goods or services that were damaged or defective.

What do I need to fight a chargeback with American Express reason code C32?

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

  • If you have proof the goods or services were not damaged or defective, provide evidence to refute the cardholder’s claim. This might include, for example, the fact that merchandise wasn’t returned.
  • If the merchandise or services provided were defective, provide proof the cardholder agreed to accept the goods or services “as is”.
  • If the goods or services were not returned, provide documentation that proves the cardholder didn’t comply with your clearly-stated policies.
  • 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 C32 in the future?

  • Provide exceptional customer service and promptly acknowledge customers when they make contact.
  • If the cardholder contacts you to resolve the issue, promptly fulfill all valid requests for replacements or refunds.
  • Use the correct size boxes and sufficient packing material so items won’t break in transit.
  • Resolve the issue yourself. Don’t refer the cardholder to the manufacturer instead.

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