What the cardholder is claiming
“It arrived damaged, or it doesn’t work.”
Pre-shipment photos, quality checks and any repair or replacement you offered make a C32 response stronger.
Evidence that wins a Amex C32 chargeback
Start with the required items — they answer the claim directly. Recommended items make a borderline case stronger.
Not defective or damaged Required
Photos before shipping, quality checks or an expert report show the goods worked as they should.
Return not made or not received Recommended
Show whether the goods came back for repair or replacement.
Warranty, repair or return policy Recommended
What the cardholder agreed to.
Correspondence about the problem Recommended
Shows an offer to repair or replace, or that no problem was reported.
How to respond to a Amex C32 dispute
- 1
Check the due date in your processor’s dispute dashboard. Responses that arrive late lose, however strong they are.
- 2
Collect the required evidence: not defective or damaged.
- 3
Add what strengthens the case: return not made or not received, warranty, repair or return policy, correspondence about the problem.
- 4
Write a short response that answers the cardholder’s claim point by point, and cite the exact document and page behind each point.
- 5
Combine it into one clean package and submit it through your processor’s dispute portal.
Why Amex C32 chargebacks happen
- The item was damaged in transit.
- A manufacturing fault, or a quality problem with a batch.
- The customer misused the product or didn’t follow the instructions.
How to prevent them
- Pack for the journey, and photograph items before they ship.
- Run quality checks on stock, and keep supplier records.
- Answer quality complaints quickly with a repair, replacement or refund.
Amex C32 chargeback FAQ
- What does Amex reason code C32 mean?
- Goods / Services Damaged or Defective. The Card Member says the goods or services were damaged or defective.
- What evidence do I need to win a Amex C32 chargeback?
- Required: not defective or damaged. Also strengthens your case: return not made or not received, warranty, repair or return policy, correspondence about the problem.
- How do I respond to a Amex C32 chargeback?
- Gather the evidence above, write a response that answers the cardholder’s claim point by point and ties each point to a document, and submit it through your processor’s dispute portal before the due date shown there. Chargeback Warden checks your evidence against the Amex C32 checklist and drafts the cited response for you to approve.