Processing Errors
062 Credit Posted As Charge
Details
American Express (Amex) reason code 062 indicates that a transaction was processed as a charge when it should have been processed as a credit. This typically happens when a merchant attempts to issue a refund but accidentally runs it as a new sale, resulting in the customer being charged twice.
This can occur due to human error during point-of-sale (POS) operations or system misconfigurations. Cardholders dispute the transaction because they were expecting a refund, not another charge.
Timing to raise the dispute (Issuer/Cardholder)
Timing to respond to the dispute (Acquirer/Merchant)
How to respond?
If a charge was mistakenly processed instead of a credit, issue the proper credit and submit proof.
If you already issued the correct credit, provide:
- Documentation showing the original refund was processed
- Screenshots or receipts demonstrating the error and correction
How to prevent?
Train staff to double-check refund transactions at the POS to ensure they are processed as credits.
It’s a good idea to:
- Regularly audit refund processes
- Use POS systems with built-in verification prompts