Reason code

American Express reason code 693 is used when a cardholder disputes a charge related to alleged damage, theft, or loss involving a product or service - commonly in rental scenarios. The cardholder may claim they were not responsible or were not properly informed of the charges, leading to a challenge of the billed amount.

These disputes often arise in vehicle rentals, equipment leases, or lodging where the merchant charges for repairs, replacement, or loss of use after the customer has completed their use of the product. Clear documentation and signed agreements are key to defending against this type of dispute.

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If the charge was valid and aligned with the rental or service agreement, submit evidence showing the customer’s responsibility:

• Provide a signed rental or service contract outlining liability for damages, theft, or loss
  
  
• Include inspection reports, photos, or incident documentation supporting your claim

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Set expectations upfront and document the condition of rented or borrowed items:

• Have customers sign a condition report and acknowledge potential charges before use
  
  
• Use timestamped photos and written inspection forms to avoid post-use disputes

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