Reason code

American Express reason code M10 is used when a cardholder disputes charges related to vehicle rental, specifically for capital damages, theft, or loss of use. This often includes costs the rental agency charged for vehicle repairs, downtime, or replacement after an incident involving the renter.

Cardholders may claim these charges are invalid, unauthorized, or inconsistent with the rental agreement. Disputes under this code frequently arise from misunderstandings about liability, damage inspections, or insurance coverage—but valid documentation can help clarify responsibility.

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If the charges were valid under the rental agreement, provide supporting documentation to justify them:

• Include a signed rental contract, itemized damage report, and repair or loss of use invoices
  
  
• Provide timestamped photos, inspection forms, or incident reports as available
  
  

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Prevent disputes by clearly explaining damage terms and documenting vehicle condition thoroughly:

• Walk customers through potential charges and get signatures on condition reports
  
  
• Take before-and-after photos and keep logs of repairs, usage, and loss timelines
  
  

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