Reason code

American Express reason code R13 is used when a merchant fails to respond to a dispute inquiry at all within the required timeframe. This isn't a judgment on the validity of the original transaction—it's a default ruling due to the merchant’s lack of response.

Even if the transaction was completely valid and the cardholder was in error, failing to reply means forfeiting the opportunity to challenge the dispute. This reason code typically results in an automatic chargeback and financial loss for the merchant.

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This code means no reply was received, but recovery may be possible in limited cases:

• Check internal logs to confirm if a response was missed due to system error or oversight

• If permitted, submit a formal request with full supporting evidence to dispute the ruling

Timely dispute response is critical to avoid automatic losses like this:

• Set up automated alerts and dispute tracking to ensure every case is addressed on time

• Assign a dedicated team or partner to monitor and respond to chargeback notices