American Express · Consumer Disputes
Reason code C32: Goods or Services Damaged or Defective
The cardmember received the merchandise but says it arrived damaged or proved defective. C32 shifts the argument from what was promised to what condition the product was in, and Amex will look at how the merchant handled the complaint before the dispute was filed.
Issuer filing window
typically 120 days from the charge or delivery date
Merchant response window
typically 20 days to respond
Why C32 chargebacks happen
- Inadequate packaging let the item break in transit.
- A manufacturing defect surfaced immediately or shortly after first use.
- Refurbished or open-box goods were sold without clear condition disclosure and failed early.
- The customer damaged the item through misuse and reframed it as a defect.
- A warranty claim stalled in support, so the customer escalated to Amex instead.
How to fight a C32 chargeback
- Show the item was inspected, tested, or quality-checked before shipment, with any serialized QC records.
- Provide evidence the customer refused your repair, replacement, or return offer, since an unused remedy weakens the dispute.
- If damage claims lack substantiation, note that no photos or return of the damaged item were ever provided despite requests.
- Document condition disclosures for refurbished or as-is sales that the customer accepted at checkout.
- Where misuse is evident from returned goods, submit inspection findings with photographs.
How to prevent C32 chargebacks
- Engineer packaging to survive your carriers' actual handling, and track damage rates by SKU and lane.
- Photograph high-value items during packing to establish outbound condition.
- Resolve defect complaints with instant replacements or refunds, because a fast remedy is cheaper than any chargeback.
- Disclose refurbished, open-box, or cosmetic-blemish conditions unmistakably before purchase.
- Make warranty claims fast and trackable so customers do not route them through Amex.
Frequently asked questions
- The customer claims damage but will not send photos or return the item. Can I win?
- Often, yes. Document your requests for substantiation and your open return offer. An unsupported damage claim with an unused remedy is one of the stronger merchant positions in Amex representment.
- Do I have to refund shipping on a damaged-item dispute?
- If the item arrived damaged, partial fights over shipping usually are not worth it; refunding in full or replacing quickly prevents the dispute entirely. Once a C32 is filed, contest the whole claim on evidence or concede it, rather than litigating the shipping line.
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