Reason code

American Express reason code 59 is used when a cardholder claims that the goods they received were damaged or defective and is requesting a repair instead of a full return or refund. These disputes typically arise when the customer feels the product didn’t meet quality standards or arrived in non-working condition.

This reason code focuses on situations where the cardholder expected support or remediation but did not receive it. Merchants who offered a repair, replacement, or resolution—and can show that it was declined or unnecessary—may have grounds to challenge the chargeback.

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If the product was not defective or a repair was offered appropriately, submit evidence of your response:

• Provide inspection reports, support tickets, or communication showing you offered or completed a repair
  
  
• Include your repair or warranty policy and proof that it was shared with the customer

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Reduce these disputes with a responsive support process and clear repair options:

• Make your repair and warranty policies easy to find and act on
  
  
• Respond quickly to damage or defect reports and document all interactions

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