Reason code

American Express reason code 4 is used when a cardholder claims they never received a product they ordered and paid for. This could refer to a physical item that was lost in transit, delayed indefinitely, or never shipped at all.

Disputes like this often result from poor tracking, miscommunication, or fulfillment errors. Merchants who can prove that the item was shipped to the correct address and delivered—or that the customer accepted receipt—can usually defend the chargeback effectively.

‍

If the product was delivered as promised, provide clear evidence of fulfillment:

• Submit tracking information showing successful delivery to the correct address
  
  
• Include any customer acknowledgments, delivery photos, or shipping confirmations
  
  

‍

Minimize “product not received” disputes with transparent shipping and reliable tracking:

• Always send customers a tracking number and expected delivery timeline

• Use delivery confirmation tools or require signatures for high-value items