Reason code

American Express reason code S04 is used when a merchant has submitted a reversal or refund request, but Amex is still reviewing it. Instead of issuing an immediate chargeback or accepting the refund, Amex places the transaction in a temporary hold status while they assess the request's validity and compliance with their policies.

This code is informational in nature - indicating that the dispute process is paused pending review. It gives both the merchant and cardholder time to resolve the issue while Amex evaluates the refund request and supporting documentation.

‍

If Amex requests additional documentation during the review, respond promptly and clearly:

• Monitor your dispute management platform for updates or requests from Amex

• Submit any supporting details needed to confirm the validity of your reversal request

Avoid delays in reversal processing by submitting clear and timely requests:

• Follow Amex’s guidelines closely when requesting a refund or reversal
  
  
• Ensure your documentation is complete and formatted according to their standards
  
  

‍