Amex C32 quick reference: Amex equivalent of the defective portion of Visa 13.3 — cardholder received the item but claims it was damaged or defective on arrival. Merchant has 20 days to respond.
Cardholder's claim
"The item I received was damaged or defective."
Amex C32 is a defect-specific dispute. Win by proving pre-shipment QC and by showing the return policy was clear and available. Damage in transit that wasn't the merchant's fault is defensible with carrier claims documentation.
Response deadline
20 days to submit representment. From the chargeback date.
Common triggers
- Genuine defect
- Shipping damage the merchant didn't cause
- Cardholder-caused damage after receipt
Required evidence
QC records
Pre-shipment inspection log.
Carrier damage claim
If shipping-damage, evidence of a carrier claim filed.
Return policy proof
Return-policy display at checkout.
Support communication
Any remedy offer to the cardholder.
Typical win rates
| Scenario | Win rate | Notes |
|---|---|---|
| QC records + return policy | 45–65% | Weaker than misrepresentation cases |
Win rates reflect Aurai's own book across Stripe, PayPal, and Shopify Payments as of July 2026, plus public MRC Global Fraud Survey 2024 baselines. Your results will vary.
Related reason codes
13.3Visa
Not as Described or Defective Merchandise
Cardholder received the item but claims it was defective or materially different from what was advertised.
C31Amex
Goods/Services Not As Described
Amex equivalent of Visa 13.3 (defective / not as described) — cardholder received the item but claims it doesn't match the description.
RMDiscover
Cardholder Disputes Quality of Goods or Services
Discover's equivalent of Visa 13.3 / Amex C31 — cardholder received the item but disputes quality.
Frequently asked questions
What does Amex C32 mean?
Amex C32 is the reason code for "Goods/Services Damaged or Defective." Amex equivalent of the defective portion of Visa 13.3 — cardholder received the item but claims it was damaged or defective on arrival.
What's the response deadline for Amex C32?
Merchants have 20 days to submit representment. From the chargeback date.
What evidence is required to fight Amex C32?
QC records, Carrier damage claim, Return policy proof, Support communication. Full detail in the Required evidence section above.
Can Aurai handle Amex C32 automatically?
Yes — Aurai detects the reason code, assembles the specific evidence stack for it, and submits before the deadline. 25% only on disputes we win.
Reason code details reflect the current Amex rules as of July 2026 and may change. Amex is a trademark of its respective owner. Aurai is independent and not endorsed by Amex. Always check the current official rules before acting on any specific tactic.