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American Express Reason Code C32

Amex Chargeback Reason Code C32: Goods/Services Damaged or Defectiveb

Description

Issuing bank received complaint from the customer that goods or services he purchased are defective, damaged or not fit in the expectation of the customer.
Customer claims that policies explained verbally by merchant during purchase were different, and that what he received was different than expected.

Most Common Causes
  • Wrong merchandise/goods sent to the cardholder.
  • During shipment, goods got damaged.
  • The goods or services were described inaccurately.
  • The services purchased by the cardholder weren’t cancelled on time.
  • The services did not perform as it was described.
  • The returned merchandise was not accepted by the merchant.
  • The returned merchandise accepted but merchant did not issue credit to cardholder.
  • Counterfeit consumer goods.
Evidence Required
  • If goods were returned or services were cancelled, the merchant must provide the bank with all the information or evidence of the refund.
  • If the merchant hasn’t received the returned goods or the cardholder has not cancelled the service, inform the bank. The cardholder must make a valid effort to return merchandise or cancel the service. The merchant must ensure that the incoming shipments are recorded to later verify.
  • If the cardholder’s complaint is legal and the merchant have received the goods, but have not refunded the amount, he must accept the chargeback. Do not process a credit until the chargeback has performed this function.
  • If the goods were accurate and as described, provide the merchant bank with specific information and invoices to deny the cardholder’s claims.
  • If merchandise was damaged and it was returned, provide evidence that it was repaired or replaced.
Prevention:
  • Make sure that the policies regarding the merchandise or services are explained clearly, these should be delivered in the manner they are supposed to be delivered or as mentioned in terms and policies.
  • Make sure that orders are placed correctly and arrived perfectly. It must be reviewed and checked regularly during the delivery process.
  • The staff must be trained from time to time on how to accurately file an order.
  • The buyers must be notified on every cancellation request, credit or refund in order to reduce the possibilities of chargebacks.
Common Examples
  1. Linda bought few beauty products online however, upon arrival she finds few broken pieces in her kit. She decides to return the kit but the time passes by and she forgets to return it on time. She speaks to the merchant if she would be refunded or allowed to return the product after the dues date. Merchant refuses as the policy doesn’t accept returns after 30 days. Linda finds it difficult to use the product as decides to dispute the transaction in the hope of winning the chargeback under the Reason Code C32: Goods/Services Damaged or Defective.
  2. George was surfing online and spontaneously decides to buy shoes for himself. He orders a pair but delivery he finds out that it isn’t as per the description of the product. He decides to ship it back to the merchant, but the merchant doesn’t accepts and claims that it is exactly as the product description on the website. So George decides to dispute the charge under the Reason Code C32: Goods/Services Damaged or Defective.

Chargeback Prevention