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American Express Reason Code R13 – No Reply

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What Is The American Express Chargeback Reason Code R13 – No Reply

American Express chargeback reason code R13 – No Reply is used when a merchant fails to respond to a chargeback dispute within the specified time frame. If a cardholder disputes a transaction and the merchant doesn't submit the necessary evidence or reply within 20 days, the chargeback is automatically resolved in favor of the cardholder. To avoid this, merchants need to keep a close eye on chargeback notifications and respond promptly with all required documentation. If you're a merchant dealing with this, make sure to have a reliable system in place to track and address these disputes on time.

Common Causes Of American Express' R13 – No Reply

  • Missed Deadlines: The merchant might overlook the deadline to respond to the chargeback dispute.

  • Inadequate Monitoring: The merchant might not have an effective system in place to monitor and respond to chargeback notices promptly.

  • Communication Failures: The merchant might not receive the chargeback notice due to email issues, address changes, or other communication failures.

Example Scenario of R13 – No Reply

Imagine you run an e-commerce store, and a cardholder disputes a charge, claiming they never received their order. You receive a chargeback notice from American Express but fail to respond within the specified time frame. As a result, the chargeback is automatically upheld under reason code R13 – No Reply.

To handle this, you should review your processes for managing chargebacks, implement a system to track notifications and deadlines, and ensure that all future disputes are addressed promptly.

Resolution Time Frame for American Express Chargeback Reason Code R13 – No Reply

The resolution time frame for American Express chargeback code R13 – No Reply typically follows a structured process. Here’s an outline of the typical timeline:

  1. Chargeback Filing: When a cardholder disputes a transaction, American Express initiates the chargeback process. This usually happens shortly after the cardholder reports the issue.

  2. Merchant Response Time: Once the chargeback is issued, the merchant is notified and given an opportunity to respond. American Express generally allows merchants up to 20 days to gather and submit evidence to support their case. If the merchant fails to respond within this time frame, the chargeback is automatically upheld.

  3. Automatic Resolution: If the merchant does not respond within the specified 20-day period, the chargeback is automatically resolved in favor of the cardholder. There is no further review or decision process because the lack of response from the merchant means the chargeback is automatically accepted.

How to Avoid Chargeback Reason Code R13 – No Reply

To minimize these disputes, consider these proactive measures:

  1. Effective Monitoring: Use a dedicated system or software to monitor chargeback notifications and deadlines.

  2. Staff Training: Train your staff on the importance of timely responses to chargeback disputes and how to handle them effectively.

  3. Reliable Communication: Ensure that your contact information with American Express is up-to-date and that you have reliable channels for receiving chargeback notifications.

How to Fix Chargeback Reason Code R13 – No Reply

If you receive a chargeback under code R13, here’s what you should do:

  1. Review Chargeback Notices: Ensure you are regularly monitoring and reviewing all chargeback notices received from American Express.

  2. Implement a System: Put in place a reliable system for tracking chargeback notifications and deadlines to ensure timely responses.

  3. Gather Documentation: Collect all relevant documents that support your case. This might include transaction logs, sales receipts, delivery confirmations, and any communication with the cardholder.

  4. Respond Promptly: Always respond to chargeback disputes promptly and within the specified time frame to avoid automatic chargeback decisions.

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