American Express Chargeback Reason Code
American Express Reason Code C04: Goods/Services Returned or Refused
Category Refunds and CreditsBy Payment Defender Editorial TeamUpdated July 17, 2026Last reviewed July 17, 2026
What American Express Reason Code C04 Means
American Express reason code C04 applies when goods or services were returned or refused by the Cardmember but the expected credit was not received. The Cardmember completed a return or declined delivery yet was not refunded.
Why This Chargeback Happens
This dispute commonly occurs when returned merchandise is received but no credit is issued, when a delivery is refused and not refunded, or when the return is processed slowly. Disputes over restocking terms and partial refunds can also lead to this code.
What the Cardholder or Issuer Is Claiming
The Cardmember is claiming they returned or refused the goods or services and are owed a credit that was not processed.
What Merchants Should Review
Review return authorizations, delivery-refusal records, and your return policy. Confirm whether the merchandise was received back, whether a credit was issued, and whether the Cardmember was informed of any conditions.
Recommended Chargeback Evidence
- Return authorization and receipt of returned merchandise
- Proof of any credit already issued for the return
- Return or cancellation policy accepted by the customer
- Records showing delivery was refused, if applicable
How to Prevent Similar Disputes
Merchants may reduce these disputes by processing credits promptly upon return, clearly disclosing return terms, and confirming refunds with the customer. Efficient returns handling helps avoid disputes over refused or returned goods.
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.