Skip to content

6 - American Express

6.1 - American Express Process

American Express has 23 chargeback reason codes. All judgments regarding resolution of Disputed Charges are at American Express' sole discretion.

American Express process

When an Issuer identifies a Transaction that it determines does not comply with the policies of the American Express Network, the Issuer may initiate the process to move the financial liability from itself by filing a First Chargeback and notify American Express. American Express will, if they deem the chargeback valid, debit the Merchant and send notification when First Chargeback is received. American Express may choose to raise a Second Presentment and send it to the Issuer if the merchant provides sufficient justification to dispute the First Chargeback. If the Issuer, after reviewing the Second Presentment documentation, determines that there is sufficient justification to dispute the Second Presentment, then a Final Chargeback is processed in the same manner as the First Chargeback. If the Acquirer/merchant feels that a Final Chargeback is unjustified, a Good Faith Request may be submitted to American Express requesting for the Issuer to accept the Chargeback. American Express may consider raising this Good Faith Request to the Issuer. If American Express and the Issuer cannot come to a mutual agreement, they may seek to resolve the dispute through arbitration. The arbitrator's decision will be final and binding for both American Express and the Issuer.

The Issuer/American Express raises a chargeback (CHABAC) The Merchant/Acquirer raises a Second Presentment (REPR00) to the Issuer/American Express and either

  • The Issuer/American Express accepts (CBRV35 and CHBWON) or
  • The Issuer/American Express declines
    • The Acquirer evaluates whether chargeback has to be accepted (CBLOST) or
    • The Acquirer files a Good Faith Request (PREARB)
      • The Issuer/American Express accepts the Good Faith Request (CBRV35 and CHBWON) or
      • The Issuer files an arbitration case (ARBREW)
      • Depending on the final ruling from American Express
        • Chargeback won (CBRV35 and CHBWON) or
        • Chargeback lost (CBLOST)

6.2 - American Express chargeback reason codes

Code Reason Description
4507 Incorrect transaction amount or primary account number presented Cardmember advised charges were incorrectly submitted by either being altered after signed for by them or submitted using an incorrect Card number or charge amount
4512 Multiple processing A charge was incorrectly submitted more than once to Cardmembers account
4513 Credit not presented Cardmember advised a credit has not been applied to their account for either: goods/services cancelled, an advance deposit/ payment or a no show reservation
4515 Paid through other means Cardmember advised charges were incorrectly submitted by either being altered after signed
4516 No reply to disputes enquiry letter American Express requested documents to support a dispute that a Cardmember has raised, but did not receive a reply from the Merchant
4517 Insufficient or unclear replay to disputes enquiry letter Received documents from the Merchant to support a charge Cardmember queried but they were either not completely clear or didn’t link the charge to Cardmember
4521 Invalid authorisation A charge was submitted for payment where either the approval code had expired; the authorisation was declined or a single authorisation for the total charge amount was not obtained
4523 Unassigned Cardmember account number Card number provided was not valid and American Express was not able to assign the charge to the correct account
4527 Missing imprint The Card was not presented at the time of the transaction
4530 Currency discrepancy Cardmember advised the charge is in a currency that differs from that which they originally agreed upon
4534 Multiple ROCs Cardmember advised, despite prior charges with you, they dispute this charge
4536 Late presentment A charge was submitted for payment outside the timeframe specified in our agreement with your business
4540 Card not present Cardmember denies participation in a mail, telephone or internet type transaction processed by your business, and our investigation confirms that transaction is a result of fraudulent use of the Card
4544 Cancellation of recurring goods/services Cardmember advised that their Card account continues to be billed for recurring goods or services that the Card Member has previously cancelled or revoked
4553 Not as described Cardmember has advised us that goods or services received from your business were either not as described by your business or the price should be lower than that claimed by your business
4554 Goods/services ordered but not received Cardmember has advised us that the goods or services that were purchased at your business have not been received
4750 Car rental charge non-qualified/unsubstantiated Cardmember has advised us that the transaction includes a charge for damage, theft, loss, or related fees for the rental vehicle that were not agreed upon at the time the vehicle was returned
4752 Credit/debit presentment error Investigation shows that a charge was submitted as a debit/ credit and but processed as a credit/debit
4754 Local regulatory/legal dispute Cardmember alleges that a law or regulation was not followed
4755 No valid authorisation A charge was submitted for payment that exceeded the agreed floor limit and you were required to obtain approval prior to submitting the charge
4763 Fraud full recourse Investigation confirms fraud. According to our terms and conditions, we may shift liability to you for all confirmed fraud charges
4798 Fraud liability shift - counterfeit Investigation confirms fraud. According to our terms and conditions, we may shift liability to you for all confirmed fraud charges
4799 Fraud liability shift - lost/stolen Investigation confirms fraud. According to our terms and conditions, we may shift liability to you for all confirmed fraud charges

6.3 Supporting documents needed for a valid American Express representment

6.3.1 - American Express table

Reason Code Comment Description Documents required
4507 Incorrect transaction amount or primary account number presented The Charge amount the Merchant submitted differs from the amount Cardmember agreed to pay. This may have been due to the following reason: the Charge was altered after being signed by the Cardmember or the Charge was submitted with an incorrect amount.
  • Clearly signed and itemized receipt or invoice that supports the Transaction.
  • Proof that the Transaction was not in error.
  • Itemised support for the altered amount.
  • Proof that the Transaction amount was not altered.
  • Proof that the Cardmember approved the altered Transaction.
  • Proof that a correcting Transaction that directly offsets the Disputed Transaction has already been processed.
4512 Multiple processing The Transaction has been submitted more than once. For both Transactions in question, please provide two copies of: Clearly signed and itemized receipt or invoice that supports theTransaction, including (if applicable):
  • Hotel invoice and itemization of all incidental Charge(s).
  • Car rental agreement, accident report and/or itemized repair bill.
  • Airline ticket and booking or reservation notice.
  • Proof that Cardmember agreed to Transaction.
  • Proof of confirmation for booking or reservation (if applicable).
  • Signed proof of shipment and/or delivery with the delivery address and date (if applicable).
  • Signed membership contract indicating the expiration date and renewal policy (if applicable).
  • Copies of all signed Charges.
  • Proof that a correcting Transaction, that directly offsets the Disputed Transaction has already been processed.
4513 Credit not presented The Cardmember has advised that an expected Credit has not been applied to their account If you believe the Charge is related to a "no show" reservation that was correctly billed, please provide:
  • Proof showing that the cancellation code or other information is invalid.
  • Proof that the "no show" Charge is valid.
  • Copy of Program Merchant Cancellation/No show/refund Policy.
  • Proof that the Cardmember's supplied evidence is incorrect or inaccurate.
  • Proof that otherwise supports the validity of the "no show" reservation claim.
If you believe the Charge is related to an advance deposit payment that the Cardmember was not entitled to reclaim, please provide:
  • Proof that refutes the Cardmember's claim.
  • Proof that the original Transaction is valid.
If you believe the Charge is related to returned, refused or cancelled goods, please provide the following:
  • If returned: Proof refuting the Cardmember's claim that goods were returned to your business.
  • If cancelled or attempted cancellation refused or returned: Proof that a correcting Transaction that directly offsets the Disputed Transaction has already been processed.
  • If the goods are claimed to be cancelled, refused or returned:show in writing:
    1. That the Program Merchant provided a cancellation or return policy to the Cardmember at the time of the purchase and
    2. That the Cardmember did not comply with the ProgramMerchants' clearly documented cancellation or return policy, which was provided to the Cardmember at the time of the purchase.
  • Copy of signed support and itemization.
4515 Paid through other means Cardmember advised charges were incorrectly submitted by either being altered after signed
  • Proof that the Cardmember's payment was not related to the Disputed Transaction.
  • Proof that a correcting Transaction that directly offsets the Disputed Transaction has already been processed.
  • Clearly signed and itemized receipt or invoice that supports the Transaction, including (if applicable):
    1. Hotel invoice and itemization of all incidental Charge(s).
    2. Car rental agreement, accident report and/or itemized repair bill.
    3. Airline ticket and booking or reservation notice.
  • Proof that the Cardmember agreed to Transaction.
  • Proof that the Cardmember made/received booking or reservation and received confirmation (if applicable).
  • A copy of the Program Merchant cancellation, return, refund or no show policy (if applicable).
  • Signed proof of shipment and delivery with the delivery address and date (if applicable).
  • Signed membership contract indicating the expiration date and renewal policy (if applicable).
  • Proof that the Cardmember agreed or approved a Charge by a third party.
  • Proof that the Cardmember signed an "Acknowledgment of Responsibility" declaration which includes the following:
    1. A specific estimate of the capital damages
    2. An acknowledgment by the Cardmember that he/she is responsible for the capital damages
    3. A statement from the Cardmember that he/she wants to pay the specified capital damages with the American Express Card.
4516 American Express did not receive Merchant's response to an Inquiry within the specified timeframe. American Express requested documents to support a dispute that a Cardmember has raised, but did not receive a reply from the Merchant
  • Proof Program Merchant responded to the original Inquiry within the specified timeframe, or
  • Proof that a Credit which directly offsets the Disputed Charge has already been processed.
4517 Complete support and/or documentation were not provided as requested. Received documents from the Merchant to support a charge Cardmember queried but they were either not completely clear or didn’t link the charge to Cardmember Proof that a Credit which directly offsets the Disputed Charge has already been processed.
4521 Invalid authorization A charge was submitted for payment where either the approval code had expired; the authorisation was declined or a single authorisation for the total charge amount was not obtained
  • Proof that the original Transaction was improperly described and did not exceed the maximum monetary amount for a single Transaction, above which, Authorization must be obtained
  • Proof that a valid Transaction was Authorized
  • Proof that Authorization was obtained on the Transaction date for the same Transaction but for a lesser amount
  • Proof that a correcting Transaction that directly offsets the Disputed Transaction has already been processed
  • Proof that a single Authorization for the full amount of the Transaction was obtained on the Transaction date
  • If the Charge was submitted with an expired Approval code a different, correct Transaction date that is within the 7 day limit.
4523 Unassigned Cardmember account number Card number provided was not valid and American Express was not able to assign the charge to the correct account
  • Proof that the original Transaction was improperly described and did not exceed the maximum monetary amount for a single Transaction, above which, Authorization must be obtained
  • Proof that a valid Transaction was Authorized
  • Proof that Authorization was obtained on the Transaction date for the same Transaction but for a lesser amount
  • Proof that a correcting Transaction that directly offsets the Disputed Transaction has already been processed
  • Proof that a single Authorization for the full amount of the Transaction was obtained on the Transaction date
  • If the Charge was submitted with an expired Approval code a different, correct Transaction date that is within the 7 day limit.
4527 Missing imprint The Cardmember claims that they did not participate in this Charge and Program Merchant has not provided a copy of an imprint of the Card.
  • Proof that the Card was present at the time of the Transaction by providing an imprinted receipt or showing capture of the magnetic stripe.
  • Proof that a correcting Transaction that directly offsets the Disputed Transaction has already been processed.
4530 Currency discrepancy Cardmember advised the charge is in a currency that differs from that which they originally agreed upon
  • Proof that the Transaction is in the currency for which the Cardmember signed/accepted.
  • Proof that a correcting Transaction that directly offsets the Disputed Transaction has already been processed.
4534 Multiple ROCs Cardmember advised, despite prior charges with you, they dispute this charge
  • Proof that all Transactions are valid.
  • Proof that a correcting Transaction that directly offsets the Disputed Transaction has already been processed.
4536 Late presentment A charge was submitted for payment outside the timeframe specified in our agreement with your business
  • Proof the Transaction was submitted within the required timeframe.
  • Proof that a correcting Transaction that directly offsets the Disputed Transaction has already been processed.
4540 Card not present Cardmember denies participation in a mail, telephone or internet type transaction processed by your business, and our investigation confirms that transaction is a result of fraudulent use of the Card
  1. For Transactions involving the shipment of goods or services, proof that the Transaction contains a shipping address that matches a previously used shipping address from an undisputed Transaction.
  2. For airline or passenger transportation Transactions where permitted, one (1) of the following:
    1. Evidence the Cardmember participated in the flight or transportation (e.g., scanned boarding pass or passenger manifest), or
    2. Credits of frequent-flier miles for the flight in question, showing a direct connection to the Cardmember, or
    3. Proof of receipt of the flight ticket at the Cardmember's billing address, or
    4. Proof that the Transaction contains the designated passenger name that matches a previously used passenger name from an undisputed Transaction.
  3. For E-commerce Transactions involving the sale of Digital Goods or Digital Services, provide all of the following:
    1. Cardmember name linked to the account with the Program Merchant.
    2. Description of the goods or services and the date/time they were purchased and downloaded, accessed by, or provided to the Cardmember.
    3. Proof that the device and Card used for the disputed Transaction was used in a previous, undisputed Transaction. In addition, provide the following information that is currently linked to the Cardmember account with the Program Merchant:
      1. Device ID
      2. IP address and geographical location
      3. Device name (if available)
      In addition, provide three (3) or more of the following:
    4. Proof that the Program Merchant validated the Card and the Cardmember prior to or at the time of purchase (e.g., AAV (Automated Address Verification) verification response of "Y", or PCSC (Printed Card Security Code) verification response of "Y").
    5. Proof that the customer's account with the Program Merchant was accessed by the Cardmember and successfully verified by the Program Merchant on or before the Transaction date.
    6. Proof that the Cardmember password or CDCVM was captured by the Program Merchant in order to complete the Transaction.
    7. Cardmember phone number and/or email address linked to the customer profile held by the Program Merchant.
  4. For Recurring Billing Transactions, all of the following must be provided:
    1. Proof of a legally binding contract held between the Merchant and the Cardmember.
    2. Proof the Cardmember accessed the Merchant's website or application toestablish services on or before the Transaction date.
    3. Proof the Cardmember received the goods or services.
    4. Proof of a previous Transaction that was not disputed.
  5. For Transactions involving the sale of website search and/or advertising Services to promote consumer products or Services, all of the following must be provided:
    1. Proof of a legally binding contract held between the Merchant and the Cardmember.
    2. Details of the initial ad-service setup, including at least two (2) of the following items:
      1. Purchaser's IP address and geographical location at the date and time of the initial ad-service setup
      2. Email address of purchaser
      3. Company name or purchaser name
    3. Proof the Cardmember has accessed the Merchant's website to establish Services on or before the Transaction date.
    4. Proof that the device and Card used for the disputed Transaction was used in a previous, undisputed Transaction. In addition, provide the following information that are currently linked to the Cardmember account with the Merchant:
      1. Device ID
      2. IP address and geographical location
      3. Device name (if available)
    5. Proof that the Cardmember received the goods or services.
    6. Description of the goods or services and the date they were provided.
4544 Cancellation of recurring goods/services Cardmember claims to have cancelled or attempted to cancel Recurring Billing Charges for goods or services. Please discontinue all future billing for this Recurring Billing Charge.
  • Copy of signed support and itemization refuting the Cardmember's claim.
  • Statement indicating why the cancellation does not comply with your business's clearly documented cancellation policy.
  • Copy of your cancellation policy.
  • Proof that a correcting Transaction that directly offsets the Disputed Transaction has already been processed.
4553 Not as described The Cardmember claims to have received goods or services that are not as described or different than the written description provided at the time of the Charge. The Cardmember claims to have received goods and services that were damaged/defective.
  • Authentication/written appraisal or proof the goods provided matched the description that was given by the Merchant (where possible).
  • Documentation that refutes the Cardmember's Inquiry.
  • Proof indicating that the Program Merchant did not receive returned goods or notice of cancellation of service.
  • Copy of signed support and itemization.
  • Copy of return/refund/exchange policy.
  • Proof refuting Cardmembers claim that goods were returned to the Program Merchant or that services were cancelled or that the Cardmember did not attempt to resolve the issue with the Program Merchant (if applicable).
  • Proof that the goods or services matched what was described at the time of purchase e.g., Photographs, emails (if applicable).
  • Proof that a correcting Transaction that directly offsets the Disputed Transaction has already been processed.
  • A copy of the insurance documents for this consignment.
  • A copy of the invoice with details and price of each item specifying if you are agreeable to replace damaged/defective goods or not.
  • Proof that Program Merchant had offered Replacement Services and the same were refused by the Cardmember, showing that an attempt was made by the SE to repair or replace damaged or defective goods or to provide Replacement Services.
  • If returned, state how the Cardmember did not comply with the Program Merchant's clearly documented cancellation/return policy or Applicable Law and regulations.
  • Show that the Cardmember agreed to accept the goods or services "as is."
4554 Goods/services ordered but not received Cardmember has advised us that the goods or services that were purchased at your usiness have not been received
  1. For Transactions involving the shipment of goods or services, evidence to prove that there is a link between the person who received the goods or services and the Cardmember (e.g., photographs, emails).
  2. For airline or passenger transportation Transactions where permitted, one (1) ofthe following:
    1. Evidence the Cardmember participated in the flight or transportation (e.g.,scanned boarding pass or passenger manifest).
    2. Credits of frequent-flier miles or loyalty point program for the flight or travel inquestion, showing a direct connection to the Cardmember.
    3. c. Proof the flight in question was available during airline bankruptcyproceedings.
    4. Additional Transactions related to the original Transaction, such as seatupgrades, baggage payment, or purchases made on board the aircraft ortransportation vehicle.
    5. Itemized invoice for associated Charges.
  3. For E-commerce Transactions representing the sale of Digital Goods or DigitalServices downloaded from a Program Merchant’s website or application oraccessed online, one (1) of the following must be provided:
    1. Proof that the Cardmember's IP address at the time of the purchase matches the IP address where the Digital Goods were downloaded.
    2. Proof the Cardmember's email address provided at the time of the purchasematches the email address used to deliver the Digital Goods.
    3. Proof that the Program Merchant’s website was accessed by the Cardmemberfor Digital Services after the Transaction date.In addition, Service Provider can also provide one (1) of the following:
      1. Description of the Digital Goods.
      2. Date and time the Digital Goods were downloaded or accessed.
  4. For Card Not Present Charges where the goods are picked up at the ProgramMerchant location, Service Provider must provide the Cardmember or authorizedthird-party signature on the pick-up form as well as additional proof todemonstrate that the identity of the Cardmember or authorized third party wasverified at the time of pick-up.
4750 Car rental charge non-qualified or unsubstantiated The Cardmember claims to have been incorrectly billed for capital damages or theft, loss of use or other fees related to theft or loss of use of rental vehicle.
  • Signed copy of the rental agreement that includes Terms and Conditions.
  • A copy of the police or accident reports if applicable.
  • Damage report and acknowledgment of responsibility, signed and dated by the Cardmember agreeing to bill the American Express Card after damages were incurred and must include: a specific estimate of the capital damages; an acknowledgment by the Cardmember that he/she is responsible for the capital damages; a statement from the Cardmember that he/she wants to pay the specified capital damages with the American Express Card.
  • A copy of Program Merchant rate schedule.
  • A copy of Program Merchant cancellation or refund policy
4752 Credit/debit presentment error The Merchant claims that a Transaction was submitted with a debit summary and consequently processed as a debit or vice-versa.
  • Proof that the Transaction was correct.
  • Proof that a correcting Transaction that directly offsets the Disputed Transaction has already been processed.
4754 Local regulatory/legal dispute Various laws provide rights to Cardmembers, where such laws are in effect and the Cardmember claims the rights provided, a Chargeback may be issued for this reason, but only where no other Chargeback rights apply. Cardmember documentation and/or declaration citing the Applicable Law or regulation.
4755 No valid authorisation A charge was submitted for payment that exceeded the agreed floor limit and you were required to obtain approval prior to submitting the charge
  • Proof that the original Transaction was improperly described and did not exceed the maximum monetary amount for a single Transaction, above which, Authorization must be obtained.
  • Proof that a valid Transaction was Authorized.
  • Proof that Authorization was obtained on the Transaction date for the same Transaction but for a lesser amount.
  • Proof that a correcting Transaction that directly offsets the Disputed Transaction has already been processed.
  • Proof that a single Authorization for the full amount of the Transaction was obtained on the Transaction date.
  • If the Charge was submitted with an expired Approval code: a different, correct Transaction date that is within the 7 day limit.
4763 Fraud full recourse Investigation confirms fraud. According to our terms and conditions, we may shift liability to you for all confirmed fraud charges as the Merchant was listed on the High Risk Merchants list. One (1) or more of the following items must be provided:
  • Proof that the Merchant was not listed on the High Risk Merchant list at the time of the Chargeback.
  • Proof that a correcting Transaction, which directly offsets the disputed Transaction, has already been processed.
  • Proof that the Transaction falls into one (1) of the excluded Transaction types.* * Excluded Transactions: SafeKey transactions which were either fully authenticated or attempted and the Program Merchant is either an Internet Electronic Delivery or Automated Fuel Dispenser; or a high Fraud to Gross (FTG) sale volume ratio Merchant.
4798 Fraud liability shift - counterfeit The Cardmember denies participation, and the Transaction is classified as counterfeit or skimmed fraud.
  • Proof a valid Transaction was Authorized.
  • Proof that a correcting Transaction that directly offsets the Disputed Transaction has already been processed. Support required to request a Chargeback reversal:
    • Proof that the Issuer Authorized the Transaction as a magnetic stripe-read when the Service Code was not a Chip Cardassigned Service Code.
    • Proof that a correcting Transaction, which directly offsets the Disputed Transaction, has already been processed.
4799 Fraud liability shift - lost/stolen The Cardmember denies participation, and the Transaction is classified as lost, stolen or non-received fraud.
  • Proof a valid Transaction was Authorized.
  • Proof that a correcting Transaction that directly offsets the Disputed Transaction has already been processed.
  • Support required to request a Chargeback Reversal:
    • Proof that the Issuer Authorized the Transaction as a magnetic stripe-read when the Service Code was not a Chip Cardassigned Service Code.
    • Proof that a correcting Transaction, which directly offsets the Disputed Transaction, has already been processed.

6.3.2 Compelling Evidence

A merchant may provide Compelling Evidence as support to demonstrate the cardholder participated in the Transaction, received the goods or services, or benefited from the Transaction.

6.3.2.1 Compelling Evidence for reason code 4540 - Card not Present

Item Allowable Compelling Evidence for Card Not Present (ISO 4540) Chargeback Reversal request must include one (1) of the following items:
1 For Transaction involving the shipment of goods or services, proof that the Transaction contains a shipping address that matches a previously used shipping address from an undisputed Transaction.
2 Fort airline or passenger transportation Transactions where permitted, one (1) of the following:
  1. Evidence the Cardmember participated in the flight or transportation (e.g., scanned boarding pass or passenger manifest) or
  2. Credits of frequent-flier miles for the flight in question, showing a direct connection to the Cardmember, or
  3. Proof of receipt of the flight ticket at the Cardmember's billing address, or
  4. Proof that the Transaction contains the designated passenger name that matches a previously used passenger name from an unsdisputed Transaction
3 For E-commerce Transactions involving the sale of Digital Goods og Digital Services, provide all of the following:
  1. Cardmember name linked to the account with the Program Merchant.
  2. Description of the goods or services and the date/time they were purchased and downloaded, accessed by, or provided to the Cardmember.
  3. Proof that the device and Card used for the duputed Transaction was used in a previous, undisputed Transaction. In addition, provide the following information that is currently linked to the Cardmember account with the Program merchant:
    1. Device ID
    2. IP address and geographical location
    3. Device name (if available)
    In addition, provide three (3) or more of the following:
  4. Proof that the Program Merchant validated the Card and the Cardmember prior to or at the time of purchase (e.g., AAV (Automated Address Verification) verification response of "Y", or PCSC (Printed Card Security Code) verification response of "Y")
  5. Proof that the customer's account with the Program Merchant was accessed by the Cardmember and successfully verified by the Program Merchant on or before the Transaction date.
  6. Proof that the Cardmember password or CDCVM was captured by the Program Merchant in order to complete the Transaction.
  7. Cardemember phone number and/or email address linked to the customer profile held by the Program Merchant
4 For Recurring Billing Transactions, all of the following must be provided
  1. Proof of a legally binding contract held between the Merchant and the Cardmember
  2. Proof the Cardmember accessed the Merchant's website or application to establish services on or before the Transaction date.
  3. Proof the Cardmember received the goods or services.
  4. Proof of a previous Transaction that was not disputed.
5 For Transactions involving the sale of website search and/or advertising Services to promote consumer products or Services, all of the following must be provided:
  1. Proof of a legally binding contract held between the Merchant and the Cardmember.
  2. Details of the initial ad-service setup. including at least two (2) of the following items:
    1. Purchaser's IP address and geographical location at the date and time 0' the initial ad-service setup
    2. Email address of purchaser
    3. Company name or purchaser name
  3. Proof the Cardmember has accessed the Merchant's website to establish Services on or before the Transaction date.
  4. Proof that the device and Card used for the disputed Transaction was used in a previous. undisputed Transaction. In addition, provide the following information that are currently linked to the Cardmember account with the Merchant:
    1. Device ID
    2. IP address and geographical location
    3. Device name (if available)
  5. Proof that the Cardmember received the goods or services.
  6. Description of the goods or services and the date they were provided.

6.3.2.2 Compelling Evidence for reason code 4554 – Goods or services not Received

Item Allowable Compelling Evidence for Goods/Services Not Received (ISO 4554) Chargeback Reversal request must include one (1) of the following items:
1 For Transactions involving the shipment of goods or services. evidence to prove that there is a link between the person who received the goods or services and the Cardmember (e.g., photographs. emails).
2 For airline or passenger transportation Transactions where permitted. one (1) of the following:
  1. Evidence the Cardmember participated in the flight or transportation (e.g., scanned boarding pass or passenger manifest).
  2. Credits of frequent-flier miles or loyalty point program for the flight or travel in question. showing a direct connection to the Cardmember.
  3. Proof the flight in question was available during airline bankruptcy proceedings.
  4. Additional Transactions related to the original Transaction. such as seat upgrades. baggage payment. or purchases made on board the aircraft or transportation vehicle.
  5. Itemized invoice for associated Charges.
3 For E-commerce Transactions representing the sale of Digital Goods or Digital Services downloaded from a Program Merchant's website or application or accessed online. one (1) of the following mu st be provided:
  1. Proof that the Cardmember's IP address at the time of the purchase matches the IP address where the Digital Goods were downloaded.
  2. Proof the Cardmember's email address provided at the time of the purchase matches the email address used to deliver the Digital Goods.
  3. Proof that the Program Merc hant's website was accessed by the Cardmember for Digital Services after the Transaction date.
    4. In addition, Service Provider can also provide one (1) of the following:
    1. Description of the Digital Goods.
    2. Date and time the Digital Goods were downloaded or accessed.
4 For Card Not Present Charges where the goods are picked up at the Program Merchant location, Service Provider must provide the Cardmember or authorized third-party signature on the pick-up form as well as additional proof to demonstrate that the identity of the Cardmember or authorized third party was verified at the time of pick-up.