Reference pagesReason codes
Cardmember dispute
American Express C32: Goods/Services damaged or defective
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
Damaged/defective
What the network says wins it
DESC + inspection
- The description or contract the purchase was made under
How Do The Proof handles it
Arrives in Do The Proof 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
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