Consumer Disputes
F10 Missing Imprint
Details
American Express reason code F10 applies when a cardholder disputes a charge made from a manual or offline transaction and claims it’s unauthorized due to the absence of a physical card imprint. This code is specific to situations where a card was present, but the merchant failed to capture a manual imprint as required.
Although physical imprints are rarely used in modern transactions, this code still applies in environments where electronic terminals are unavailable, such as during a system outage or at remote locations. Without an imprint or other proof of card presence, the merchant may be held liable.
Timing to raise the dispute (Issuer/Cardholder)
Timing to respond to the dispute (Acquirer/Merchant)
How to respond?
If the card was present and the transaction was valid, submit alternative evidence of cardholder authorization:
-
Provide a signed sales receipt or delivery confirmation with cardholder details
-
Show proof that the transaction was authorized via fallback or offline method
How to prevent?
Always capture clear proof of authorization when processing offline transactions:
-
Use an imprinting machine or obtain a manual signature when electronic systems are down
-
Record the card number, expiration date, and authorization code clearly on the receipt