Reason code

American Express reason code C14 is used when a cardholder claims they paid for a transaction using a different method—such as cash, check, store credit, or another card-but were still charged on their Amex account. This often arises from duplicate payments or confusion at the point of sale.

Many of these disputes occur when a backup payment method was used after a card was declined or when the customer believes their card was only authorized—not charged. In reality, the merchant may have correctly processed the Amex transaction, and the alternate payment was never completed or was intended for a different bill.

If the charge was valid and no other payment was received, submit evidence showing only one successful payment occurred:

• Provide receipts, payment logs, or POS records confirming the Amex card was the method of payment
  
  
• Show the absence of alternate payments like cash receipts or bank deposits

Clarify payment methods at the time of sale and provide thorough documentation:

• Always confirm which method was charged and issue receipts clearly indicating the final payment type
  
  
• Train staff to void duplicate transactions immediately and document alternate payments when applicable