Network
American ExpressCode
M49Response window
20 calendar daysWin difficulty
MediumDispute type
Consumer DisputeAmex M49 — Vehicle Rental Theft or Loss of Use: What It Is and How to Respond
⚠️ 20-Day Deadline: American Express gives you only 20 calendar days to respond — shorter than Visa (30 days) or Mastercard (45 days). Act within 48 hours of receiving notification.
Note: M49 is relevant to car rental companies and vehicle hire businesses.
M49 covers two scenarios related to vehicle rental: (1) theft charges — the cardholder disputes being billed for vehicle theft during the rental period; (2) loss-of-use charges — the cardholder disputes fees charged because the rental company lost revenue while the vehicle was being repaired after damage the cardholder caused.
Both scenarios require documentation that clearly ties the incident to the cardholder’s specific rental period. The challenge with M49 is that both theft and loss-of-use charges are categories that cardholders frequently dispute, either because they believe their personal insurance or credit card’s built-in rental protection covers the charge, or because they dispute the calculation of the amount.
Common reasons you received this dispute
- 1Cardholder disputes theft occurring during their rental period
- 2Cardholder disputes the loss-of-use daily rate charged
- 3Cardholder believes their personal insurance or credit card's rental protection covers the charge
Can you win this dispute?
Fight this dispute if...
- ✓Clear documentation shows the theft or damage occurred during the cardholder's rental period
- ✓Loss-of-use charges are reasonable and documented against your standard daily rental rate
Accept this chargeback if...
- ✗You charged more than documented costs
- ✗The theft or damage occurred outside the rental period
Evidence checklist
- ✓ Required
Police report for theft (if applicable): A filed police report is typically the minimum evidence required for theft claims. It establishes that theft was reported and gives a date reference to tie the event to the rental period.
- ✓ Required
Repair estimate and documentation of the period the vehicle was unavailable: For loss-of-use claims, this establishes how long the vehicle was out of service and therefore the basis for the charge.
- ✓ Required
Rental agreement showing cardholder accepted loss-of-use terms: The signed agreement must show the cardholder was on notice of potential loss-of-use charges.
- ⭐ Strongly recommended
Vehicle usage logs showing the vehicle was rented during the period claimed: Confirms the vehicle was assigned to the cardholder and was not available for other rentals during the relevant period.
Frequently asked questions
What is Amex M49?
Amex M49 covers two scenarios related to vehicle rental: theft charges — the cardholder disputes being billed for vehicle theft during the rental period — and loss-of-use charges — the cardholder disputes fees charged because the rental company lost revenue while the vehicle was being repaired after damage the cardholder caused. Both scenarios require clear documentation tying the event to the cardholder's specific rental period.
What documentation is needed for theft claims under M49?
For theft claims, you need a police report confirming the theft was reported, evidence the theft occurred during the cardholder's rental period (rental dates, vehicle check-out and expected return records), and the rental agreement showing the cardholder accepted liability for theft during the rental. The police report is typically the minimum required evidence.
What constitutes reasonable loss-of-use charges?
Loss-of-use charges should reflect the actual daily rental rate for the specific vehicle and be limited to the documented repair period. Charges based on a rate higher than your standard daily rental rate, or covering a period longer than the repair, are difficult to defend. Include a repair estimate showing the expected repair duration and your daily rental rate documentation.
How is M49 different from M10?
M10 covers physical damage charges — the cost to repair the vehicle. M49 covers two separate but related categories: theft (the vehicle was stolen during the rental) and loss of use (the rental company lost revenue because the vehicle was unavailable for rental during repairs). Both codes may arise from the same incident — M10 for the repair cost, M49 for the lost revenue during that repair period.
Related reason codes
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