Reason code

American Express reason code 684 is used when a cardholder claims they were charged on their Amex card even though they paid using a different method - such as cash, check, gift card, or another credit card. This often stems from confusion at checkout or an assumption that a previous payment went through.

In many cases, the customer may have attempted to pay by other means, but the transaction didn’t complete or was never properly recorded. If the Amex payment was successfully processed and no alternate payment was accepted, the charge may still be valid.

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If no other form of payment was received, provide documentation showing the Amex charge was the only successful transaction:

• Include the signed receipt or POS record confirming the card used

• Show that no other payments (cash, check, etc.) were recorded or deposited

Clear communication during checkout can help prevent confusion around payment methods:

• Confirm the payment method verbally and print it clearly on customer receipts
  
  
• Ensure staff are trained to void duplicate attempts and record all payment activity
  
  

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