Reason code

American Express (Amex) reason code 154 is used when a cardholder cancels goods or services, or refuses delivery, but is still charged for the transaction. This can happen if the merchant fails to cancel the transaction or if the cancellation isn’t processed in time.To reduce the risk of this dispute, merchants should maintain clear and accessible cancellation policies, promptly honor cancellation requests, and ensure that no charges are submitted once the cancellation or refusal is confirmed.

If you believe you’ve wrongfully received this reason code, you can: 

• Provide proof, such as delivery receipts, that the cardholder accepted the goods or services

• Screenshots of user sessions and logs if you’re providing a digital service

• Submit evidence of your cancellation policy and confirmation that the cardholder did not cancel within terms

If you were simply busy and unable to process the cancellation in time, use a chargeback management platform to credit the customer’s account before you’re hit with a chargeback.

You can avoid getting this reason code by: 

• Displaying cancellation/refund policies clearly on your website before purchase

• Training your team to walk through the terms of your contracts with customers, so they’re aware of all the conditions

• Confirming all cancellations or refusals promptly in your system