Reason Code C14 — Paid By Other Means

How to Handle Amex Reason Code C14 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 — C14 — 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 C14?

American Express chargeback reason code C14 is “Paid by Other Means.” This reason code is used to explain that you charged a cardholder’s card without a valid reason to do so.

For example, let’s say an Amex cardholder paid for a transaction using a payment method other than their Amex card. However, you charged the Amex card in question anyway.

This can happen because of confusion or miscommunication. For example, a buyer might have a card on file, but want to pay for a specific transaction using a gift card. The cardholder then pays using the gift card, but you accidentally charged the card on file as well.

What Caused This Dispute?

Amex Chargeback Reason Code C14 is primarily issued when a cardholder is double-charged across multiple payment methods. To demonstrate, this scenario can arise if:

How to Respond to Amex Reason Code C14 Chargebacks

So, what happens if you can prove that the transaction in question was not paid by other means?

First of all, don’t panic. You can fight back through a process called representment. This allows you to challenge the chargeback by showing evidence to American Express that your transaction was legitimate and met all of their policy requirements. The key here is to provide compelling, clear evidence in your dispute response.

However, it's important to note that time is of the essence. You have just 20 days to submit your response to American Express. Keep in mind that this period includes the time your acquirer takes to notify you of the dispute, as well as their time spent reviewing and submitting your case. In most instances, you may find yourself having fewer than five days to prepare and submit your response.

If you're faced with an invalid Amex reason code C14 chargeback, you should be swift, be thorough, and stand your ground. With a well-prepared representment, you can effectively challenge and resolve chargebacks.

Acceptable Evidence for Amex Reason Code C14 Responses

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

For American Express reason code C14 chargebacks, you’ll need to provide documentation showing that the payment method which the cardholder claims is associated with the charge being disputed was not actually related. Alternately, you could provide proof that the cardholder provided consent to use the card in question specifically for the disputed charge, or proof that a credit was already issued to offset the charge. Examples include:

• A signed sales draft or receipt for the charge in question.
• Record of a credit provided to the customer for the amount disputed.
• Proof that the cardholder verified and agreed to the terms of the purchase.
• Shipping information showing that the charge in question was for a different transaction.

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 C14.

How to Prevent Amex Reason Code C14 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 C14. 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.