Reason Code P22 — Non-Matching Card Number

How to Handle Amex Reason Code P22 Chargebacks

American Express breaks down the acceptable causes for a customer to dispute a credit card transaction in their dispute guidelines. This is done for the sake of simplicity and standardization. 

Each chargeback trigger has a designated “reason code.” Amex can then assign the appropriate code to each case to show the given reason for the chargeback.

Learn more about Amex reason codes

Today, we’re looking at one reason code in particular — P22 — and exploring the causes, timeframes, fees, and other specifics. We’ll also explore what you can do to prevent these chargebacks from happening.

What is American Express Reason Code P22?

American Express chargeback reason code P22 is “Non-Matching Card Number.” This reason code is used to explain that, when you submitted the transaction in question for processing, the card number you submitted did not match the card number from the original charge.

To illustrate, let’s say you manually entered your customer’s payment information during checkout. The information was entered correctly, and an authorization was received. But, when you later submit that information for processing, the card number was entered incorrectly. This could result in a P22 chargeback.

What Caused This Dispute?

Amex Chargeback Reason Code P22 is issued when there’s a mismatch between the card number for which an authorization approval was obtained, and the card number provided with a charge submission. To demonstrate, this scenario can happen if:

How to Respond to Amex Reason Code P22 Chargebacks

So, what happens if you can prove that the card number you submitted to your processor matches the card number provided at checkout?

If you find yourself facing an Amex P22 chargeback, it’s crucial to address the matter promptly. Should you believe the chargeback was mistakenly issued, you can initiate a dispute response through a process called representment.

Representment lets you contest the chargeback by presenting evidence to the card issuer —American Express in this instance — that verifies the legitimacy of the transaction and its compliance with their policies. This process may require several important pieces of documentation.

It's important to keep in mind that there is a strict deadline here. You have just 20 days to submit your response to American Express. This timeframe includes the period taken for your acquirer to notify you of the dispute, as well as the time the acquirer spent reviewing and submitting your case. In reality, you might have five days or less to prepare and send in your response.

Acceptable Evidence for Amex Reason Code P22 Responses

You can re-represent these charges under the condition that you have compelling evidence.

For American Express reason code P22 chargebacks, you’ll need to provide proof that there was no card number mismatch; or, at least, that it wasn’t your fault. Examples of documents you can provide include:

• A copy of the card imprint, matching the card number submitted
• A copy of the charge record from your terminal, showing the card was read electronically
• Processing documentation, showing how the card number appeared when submitted

Alternatively, you might have already issued a credit to the buyer as a way of trying to avoid the dispute. In this case, you’ll need to offer proof that you already provided a credit to offset the amount charged.

The success of representment depends on the thoroughness and relevance of the evidence provided. Maintaining detailed records of transactions and communications with customers is vital to effectively counteract all chargebacks, including those under reason code P22.

How to Prevent Amex Reason Code P22 Chargebacks

As the old adage goes, “an ounce of prevention is worth a pound of cure.”

You may never be able to stop chargebacks entirely. But, you can limit your exposure to risk and keep your chargeback ratio in good standing by adopting a few best practices. Generally speaking, you’ll want to:

Take a Wider View

You can dispute invalid chargebacks from Amex reason code P22. However, it’s much more efficient to take a proactive stance. The same is true of the other chargeback reason codes, as well. A truly effective chargeback management strategy must encompass prevention as well as disputing cases of friendly fraud.

Chargebacks911® can help your business manage all aspects of chargeback reason codes, with proprietary technologies and experience-based expertise. Contact us today for a free ROI analysis to learn how much more you could save.