Reason code

American Express reason code M11 is used when a chargeback is issued because the merchant processed a credit for a transaction, but the original charge was not reversed correctly. In essence, Amex is stepping in to ensure the cardholder receives the refund they were promised.

This situation often arises when a merchant issues a credit but fails to link it properly to the original charge, or if there’s a delay or system issue that prevents the refund from reaching the cardholder’s account. Even if the merchant intended to resolve the issue, a processing error can still trigger this chargeback.

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If the credit was issued correctly, provide proof that it was processed and received:

• Submit documentation showing the date, amount, and reference number of the refund
  
  
• Include transaction records linking the credit to the original charge

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Ensure all credits are properly processed and visible to the cardholder:

• Reconcile refunds regularly and verify they appear on the customer’s statement
  
  
• Use consistent transaction IDs and reference notes to link credits to original purchases

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