Amex Chargeback Response Template by Reason Code [Free 2026]
Quick answer
Free Amex chargeback response templates below for F29 (Card Not Present), C08 (Not Received), and C31 (Not as Described) — the three categories behind most eCommerce Amex disputes. You have only 20 days to respond, the shortest window of any major network. Copy-paste and fill in your case details, or let ChargeMate generate a customized response at $10/case.
Amex reviews disputes in-house rather than routing through a separate issuing bank, which means consistent, well-organized evidence tends to perform better with its internal reviewers. The templates below are structured for each category — but the specific details (AVS match level, exact tracking number, prior transaction history) are what actually win.
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Template 1: Amex F29 — Card Not Present
Amex's fraud category for card-not-present transactions — the equivalent of Visa 10.4 / Mastercard 4837.
Required evidence: AVS/CVV match, prior undisputed transaction history from the same card, or delivery confirmation to the cardmember's billing address.
Merchant Response — Amex Dispute F29 (Card Not Present) Case Reference: [YOUR-CASE-REF] Transaction Date: [DATE] | Amount: $[AMOUNT] Card Last 4: [XXXX] Cardmember Claim: Unauthorized transaction We dispute this chargeback. The transaction was authorized by the cardmember and matches verified account activity. Evidence: 1. Transaction placed [DATE] at [TIME] from IP [IP-ADDRESS], billing address matched via AVS ([MATCH LEVEL]) and CVV verified. 2. [CHOOSE ONE:] Option A — Prior history: [N] prior undisputed transactions from this card on our account, dating back to [DATE]. Same email, same device. Option B — Delivery: Order delivered [DATE] to [ADDRESS] via [CARRIER], tracking [NUMBER], signature obtained from [RECIPIENT]. See attached. Option C — Digital access: Account [EMAIL] accessed/downloaded the product on [DATE] from IP [IP-ADDRESS], matching the purchasing IP. 3. Order confirmation emailed to [EMAIL] at [TIME]. No dispute or contact from the cardmember before this chargeback was filed. We request reversal of this chargeback based on the attached evidence of an authorized, verified transaction. [Company Name] | Merchant Number: [MERCHANT-ID] | [Date]
Template 2: Amex C08 — Goods/Services Not Received or Only Partially Received
The most common non-fraud Amex dispute for physical goods merchants. Requires proof of full or partial delivery.
Required evidence: Carrier tracking with delivery confirmation. For partial-receipt claims, itemize exactly what shipped and what didn't.
Merchant Response — Amex Dispute C08 (Goods/Services Not Received or Only Partially Received) Case Reference: [YOUR-CASE-REF] Transaction Date: [DATE] | Amount: $[AMOUNT] Cardmember Claim: Goods or services not received / partially received We dispute this chargeback. The order was fulfilled in full and delivered to the cardmember's registered address. Evidence: 1. Order placed [DATE] at [TIME]. Order confirmation emailed to [EMAIL] itemizing: [LIST OF ITEMS/SERVICES ORDERED]. 2. Shipped [DATE] via [CARRIER], tracking: [TRACKING-NUMBER]. [Attach carrier tracking record as PDF] 3. Delivered [DATE] at [TIME] to [FULL ADDRESS]. [CHOOSE: Signature obtained from [RECIPIENT] / Photo delivery confirmation] 4. [If partial-receipt claim:] Order contained [N] items. Cardmember received [N] confirmed by tracking; disputed item [ITEM] was [shipped separately on DATE, tracking NUMBER / included in same shipment per carrier manifest]. 5. No contact from the cardmember before this dispute was filed. [If applicable: Cardmember contacted us on [DATE] and we [responded with/offered/resolved].] The goods were delivered in full to the address the cardmember provided. We request reversal of this chargeback. [Company Name] | Merchant Number: [MERCHANT-ID] | [Date]
Template 3: Amex C31 — Goods/Services Not as Described
Used when the cardmember claims the item differs significantly from what was described at sale.
Required evidence: Screenshot/archive of the listing at time of purchase, your return policy, and any customer service communications.
Merchant Response — Amex Dispute C31 (Goods/Services Not as Described) Case Reference: [YOUR-CASE-REF] Transaction Date: [DATE] | Amount: $[AMOUNT] Cardmember Claim: Item significantly not as described We dispute this chargeback. The goods/services matched the description presented to the cardmember at the time of sale. Evidence: 1. Product/service listing at time of purchase: [URL or screenshot attached]. Description specified: [SPECIFIC FEATURES/SPECS accurately described and matching what was delivered]. 2. [If digital product/service:] Cardmember accessed the product on [DATE] for [DURATION]. Access logs attached. 3. [If physical goods:] SKU/serial number in order: [ID], matching the product photographed and shipped. [Attach product photo vs listing photo] 4. Our return/refund policy (attached): [POLICY SUMMARY]. No return was initiated through this process before the chargeback was filed. [If cardmember contacted us:] Cardmember contacted us on [DATE] stating [THEIR COMPLAINT]. We offered [RESOLUTION]; cardmember did not respond or accept. The item matched its description at the time of sale. We request reversal of this chargeback. [Company Name] | Merchant Number: [MERCHANT-ID] | [Date]
Common Amex Reason Codes
| Code | Name | Key Evidence |
|---|---|---|
| F29 | Card Not Present | AVS/CVV match, prior transaction history, delivery confirmation |
| F24 | No Cardmember Authorization | Signed authorization, cardmember consent record |
| C08 | Goods/Services Not Received or Only Partially Received | Carrier tracking + delivery confirmation |
| C31 | Goods/Services Not as Described | Listing screenshot, return policy |
| C32 | Goods/Services Damaged or Defective | Product photos, QC records, return policy |
| C05 | Goods/Services Canceled | Cancellation policy, proof no cancellation was received |
| C28 | Canceled Recurring Billing | Signed authorization, cancellation policy, usage logs |
| C02 | Credit Not Processed | Refund receipt or proof credit was issued |
| P08 | Duplicate Charge | Transaction logs showing two distinct orders |
| P05 | Incorrect Charge Amount | Receipt matching the authorized amount |
| A02 | No Valid Authorization | Authorization approval code and timestamp |
| C14 | Paid by Other Means | Proof only one payment method was charged |