American Express Chargeback Reason Code
American Express Reason Code C32: Goods/Services Damaged or Defective
Category Merchandise or ServicesBy Payment Defender Editorial TeamUpdated July 17, 2026Last reviewed July 17, 2026
What American Express Reason Code C32 Means
American Express reason code C32 applies when the Cardmember received goods or services that were damaged or defective. The dispute focuses on the condition or quality of what was delivered rather than its description.
Why This Chargeback Happens
This dispute commonly occurs when items arrive broken, malfunction, or fail to work as intended, or when a service is performed poorly. Shipping damage and quality-control issues frequently contribute to this dispute.
What the Cardholder or Issuer Is Claiming
The Cardmember is claiming the goods or services received were damaged or defective.
What Merchants Should Review
Review order and fulfillment records, any reported damage, and your warranty or return handling. Confirm the condition at shipment, whether the Cardmember reported the issue, and whether a remedy was offered.
Recommended Chargeback Evidence
- Records showing the item's condition at shipment
- Warranty, return, or repair policy disclosed to the customer
- Communication offering repair, replacement, or refund
- Proof of any credit or remedy already provided
How to Prevent Similar Disputes
Merchants may reduce these disputes by using protective packaging, performing quality checks, and responding quickly to damage reports with repair, replacement, or refund. Clear warranty terms and responsive support help prevent these disputes.
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.