Consumer Disputes
155 Goods Not Received (Request Credit)
Details
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.
Timing to raise the dispute (Issuer/Cardholder)
Timing to respond to the dispute (Acquirer/Merchant)
How to respond?
If the credit was already issued or the goods were received, submit documentation to support your case:
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Provide proof of refund, delivery confirmation, or signed acknowledgment of receipt
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Include communication showing that the customer agreed to revised terms or accepted delivery
How to prevent?
Prevent these disputes by acting quickly when delivery issues occur:
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Communicate clearly with customers about delays and issue credits promptly when owed
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Use trackable shipping and document customer acceptance of any changes to fulfillment