Reason code

American Express reason code 691 is used when Amex is requesting additional information or documentation from the merchant in response to a dispute. This is not a chargeback, but rather a formal inquiry giving the merchant an opportunity to defend the transaction before a final decision is made.

It’s a critical step in the dispute process—merchants who respond thoroughly and on time can often avoid a chargeback altogether. Ignoring or delaying a reply may result in an automatic loss of the dispute.

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Respond promptly with clear, relevant documentation to support the transaction:

• Provide receipts, authorization details, delivery records, or communication logs
  
  
• Tailor your response to the reason Amex is requesting support, as outlined in the inquiry

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Set up a system to catch and respond to support requests quickly:

• Monitor dispute notifications daily and assign responsibility to a chargeback specialist or tool
  
  
• Keep organized, accessible records of all transactions and customer communications

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