Reference pagesReason codes

Cardmember dispute

American Express C32: Goods/Services damaged or defective

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

What this code means

Damaged/defective

What the network says wins it

DESC + inspection

  • The description or contract the purchase was made under

How the app handles it

Arrives in the app as: Product not as described

Proof this usually needs

What the app cannot collect for you

Access activity. If you have login, download or usage records for this customer, add them to your dispute response. Records like these live on your own systems rather than in Shopify, so they have to come from you.

How long you have to respond

Merchant response
20 days from the inquiry or chargeback notice

Where this comes from

Other American Express cardmember dispute codes

Do The Proof drafts dispute responses for Shopify stores.

You pay when a dispute is won. Not before.

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