Reason code

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.

‍

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

‍

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

‍