AmexConsumer Dispute
Amex Reason Code C32
Goods/Services Damaged or Defective
What the cardholder claims
"Item arrived damaged or defective."
Win rate
30-45%
With proper evidence
Response deadline
120 days
From dispute filing
Required evidence (in priority order)
- 1
shipping_documentation - 2
product_description - 3
customer_communication - 4
refund_policy
Response strategy
Evidence of proper packaging, customer didn't report damage within window, or customer didn't attempt return per policy.
Stripe category
product_unacceptableStripe maps this network-level code to this simplified category.
Responding to this chargeback?
Rebutto packages these exact evidence fields into the format Stripe requires. First dispute free on the Shopify App, or $9.99 on the web tool.