Reason code

​American Express (Amex) reason code 158 signifies that a credit has been requested for goods that the cardholder has returned. This code is used when a customer seeks a refund after returning merchandise to the merchant.

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In this case, merchants can either issue a refund or credit, or they can respond to the dispute with their return policy.

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There are a few ways that you can respond if a dispute is filed under this reason code. 

If the customer is not in violation of your return policy, use a chargeback management solution to notify you of the dispute, so you can issue a refund before it becomes a chargeback. 

If the customer is in violation of your return policy, provide: 

• Proof of the return policy to which they agreed

• Screenshots of the return policy to which online shoppers agree

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If there’s a grey area or the customer is aligned to your return policy, process the refund to avoid the chargeback. 

You can also put more robust customer service in place, so customers can reach out to you directly when there’s an issue instead of going to their bank.

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