Reason code

American Express reason code 175 indicates that a cardholder expected a credit—such as a refund or cancellation—but never received it. This typically arises after a return, service cancellation, or billing adjustment where the merchant was believed to have promised a credit but the cardholder claims it wasn’t processed.

In many cases, this dispute is the result of a misunderstanding or timing issue—such as the credit being issued but not yet reflected on the cardholder’s statement. Disputes may also occur when the cardholder overlooks the refund or fails to recognize it on their account.

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If you already issued the credit or the cardholder was not eligible for one, submit documentation to support your case:

• Provide proof that the credit was processed, including the amount and date
  
  
• Include receipts, order history, or communication confirming that no refund was due

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Ensure refund confirmations are clear and accessible to prevent confusion:

• Email customers with refund confirmation numbers and expected processing timelines
  
  
• Make it easy for customers to contact you directly with refund questions

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