Consumer Disputes
59 Goods Damaged/Defective (Request Repair)
Details
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.
Timing to raise the dispute (Issuer/Cardholder)
Timing to respond to the dispute (Acquirer/Merchant)
How to respond?
If the product was not defective or a repair was offered appropriately, submit evidence of your response:
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Provide inspection reports, support tickets, or communication showing you offered or completed a repair
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Include your repair or warranty policy and proof that it was shared with the customer
How to prevent?
Reduce these disputes with a responsive support process and clear repair options:
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Make your repair and warranty policies easy to find and act on
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Respond quickly to damage or defect reports and document all interactions