Reason code

American Express reason code 63 is used when a cardholder claims the product they received was of unacceptable quality. This could mean the item didn’t meet their expectations, felt poorly made, or failed to perform as described—even if it technically worked or arrived on time.

These disputes are often subjective and hinge on the customer’s perception of value or quality. Merchants who can demonstrate that the product matched its description, passed quality checks, or met industry standards may be able to successfully defend the chargeback.

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If the product was as described and met quality expectations, provide documentation to support that:

• Submit product specs, marketing materials, and quality control documentation
  
  
• Include customer communication, reviews, or photos showing the product was in acceptable condition

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Manage expectations and back up your quality claims with documentation:

• Use accurate, detailed descriptions and visuals in product listings
  
  
• Put quality assurance processes in place and keep records in case of disputes

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