American Express Chargeback Reason Code
American Express Reason Code C02: Credit Not Processed
Category Refunds and CreditsBy Payment Defender Editorial TeamUpdated July 17, 2026Last reviewed July 17, 2026
What American Express Reason Code C02 Means
American Express reason code C02 applies when a Cardmember was promised or is owed a credit that the merchant did not process. The Cardmember expected a refund or credit to appear on their account but never received it.
Why This Chargeback Happens
This dispute commonly occurs when a refund is agreed to but not issued, when a credit is delayed beyond the expected timeframe, or when a credit is applied by another method the Cardmember does not recognize. Miscommunication about refund status can also trigger it.
What the Cardholder or Issuer Is Claiming
The Cardmember is claiming that a credit they were entitled to was not processed to their account.
What Merchants Should Review
Review refund and credit records for the transaction, your refund policy, and any communication promising a credit. Confirm whether the credit was issued, by what method, and whether it reached the Cardmember's account.
Recommended Chargeback Evidence
- Proof that the credit or refund was issued to the Card account
- Refund policy disclosed to the customer at purchase
- Communication records regarding the refund or credit
- Evidence of any credit provided by another agreed method
How to Prevent Similar Disputes
Merchants may reduce these disputes by issuing credits promptly, confirming refunds in writing, and processing credits to the original Card account whenever possible. Clear refund policies and timely processing help prevent disputes over missing credits.
Important Limitations
This page is educational and reflects common industry usage. American Express dispute rules, timelines, and evidence requirements change over time and vary by market and program. Merchants should confirm current requirements with American Express or their processor before responding to any dispute.
Related Reason Codes
Sources and Review Information
- American Express: American Express Merchant Regulations – U.S.
Last reviewed July 17, 2026
Chargeback rules, evidence requirements, and response options may vary by card network, region, processor, and dispute circumstances.