American Express Reason Code C02

What is

The merchant agreed to a refund, but the cardmember says it was never issued.

A promised refund wasn't processed, was delayed, or went to the wrong method.

If the refund wasn't issued, process it immediately; if it was, prove when.

Refund transaction record with date and amount, or correspondence showing no refund was promised.

Submit the refund record if issued, or process it before responding if it genuinely wasn't.

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Approving a refund verbally/in chat without immediately processing it.

Process refunds immediately upon approval and send automatic confirmation emails.