Reason code

American Express reason code 21 is used when a cardholder claims they were charged for goods or services that were cancelled or never received due to expiration. This often applies to hotel bookings, event tickets, subscriptions, or services that had a specific date or time window.

Disputes under this code typically stem from misunderstandings about cancellation policies or deadlines. If the merchant can prove that the cardholder was outside the cancellation window or agreed to non-refundable terms, they may be able to dispute the chargeback successfully.

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If the cancellation was outside the allowed window or the charge followed policy, provide documentation to support your case:

• Include the cancellation and refund policy shown at the time of purchase
  
  
• Submit booking records, timestamps, or communication confirming the policy was applied correctly

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Reduce these disputes by making cancellation terms crystal clear:

• Display refund and cancellation policies prominently before purchase
  
  
• Send confirmation emails with policy details and deadlines to avoid confusion

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