Reason code

American Express reason code R03 is issued when a merchant fails to provide a sufficient or appropriate response to a chargeback inquiry within the required timeframe. This isn’t a dispute about the original transaction itself—it’s about the merchant’s failure to support the charge when requested.

This type of chargeback often results from missing documentation, delayed responses, or submitting irrelevant or incomplete evidence. Even if the merchant was not at fault in the original dispute, they may still lose the case if their reply doesn’t meet Amex’s standards.

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This reason code reflects a lost opportunity to respond, but you may still appeal or seek arbitration in rare cases:

• Review the original dispute and confirm what documentation was missing or late
  
  
• If allowed, provide complete, relevant supporting documents and request reconsideration

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Stay organized and responsive with chargeback timelines to avoid automatic losses:

• Use a chargeback management system to track deadlines and ensure full responses
  
  
• Train staff to submit only relevant, clear documentation tailored to the dispute reason
  
  

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