Reason code

American Express reason code 155 is issued when a cardholder claims they did not receive the goods they paid for and are requesting a credit. This typically occurs after a delay, cancellation, or unfulfilled order where the customer believes a refund is owed but has not been processed.

These disputes may result from inventory issues, shipping delays, or fulfillment breakdowns. Even if the merchant intended to issue a credit, failure to process it in a timely manner can lead to a chargeback under this code.

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If the credit was already issued or the goods were received, submit documentation to support your case:

• Provide proof of refund, delivery confirmation, or signed acknowledgment of receipt
  
  
• Include communication showing that the customer agreed to revised terms or accepted delivery
  
  

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Prevent these disputes by acting quickly when delivery issues occur:

• Communicate clearly with customers about delays and issue credits promptly when owed
  
  
• Use trackable shipping and document customer acceptance of any changes to fulfillment
  
  

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