American Express C04: Goods/Services returned or refused

A American Express dispute reason code, what it asks you to prove, and what Do The Proof puts in the response.

What this code means

Returned/refused, no credit

What the network says wins it

POC: no return received / policy

Proof a credit was issued, or that none was due

How Do The Proof handles it

Arrives in Do The Proof as: Credit not processed

Proof this usually needs

What the app cannot collect for you

Policy acceptance. Your refund and cancellation policies live in your Shopify settings, and our read access does not reach them.

How long you have to respond

Merchant response: 20 days from the inquiry or chargeback notice

There is no pre-arbitration. American Express is both the issuer and the network, and rules after one merchant response; it may then issue a final chargeback.

Merchants in the FR2, FR4 and FR6 programmes get no inquiry at all.

Where this comes from

American Express, Merchant Regulations International, 17 April 2026 Read 2026-09-08.
Stripe, reason code categories Read 2026-09-08.

Other American Express cardmember dispute codes

Do The Proof drafts dispute responses for Shopify stores. Connect store