Reason code

American Express reason code M36 is a general-purpose code used when none of the other reason codes fully apply, and Amex has additional context or instructions included in the dispute notice. “See Notes” indicates that the dispute requires a case-by-case review based on the explanation provided by the issuer.

These chargebacks may involve unusual processing issues, policy exceptions, or documentation problems that don’t fall neatly into another category. Merchants must carefully review the notes included with the dispute to understand the exact cause and how to respond.

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Review the notes provided by Amex carefully and respond based on the specific issue described:

• Address the reason stated in the notes and include relevant supporting documentation

• Provide clear, direct evidence tailored to the unique circumstances of the dispute

Stay flexible and thorough with documentation to cover edge-case disputes like these:

• Maintain clear records and policies that can apply to unusual situations
  
  
• Regularly audit dispute responses to ensure your team can adapt to exceptions
  
  

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