American Express reason code C02:
Credit Not Processed

What American Express C02 means

Your earlier inquiry response told Amex a credit was coming, but it never arrived or arrived for a smaller amount than you stated or than the dispute amount.

Common causes

• Refund promised in the inquiry reply but never processed in the store or gateway
• A partial refund that left a balance the Card Member still disputes
• Refund issued to a different card or as store credit without explanation
• Refund processed after the Card Member's statement closed

Evidence that answers it

• Refund record with date, amount and processor reference that matches the disputed charge
• If partial credit is correct, the policy or terms that justify keeping the remainder (restocking fee, non-refundable deposit)
• The customer conversation where the refund amount was agreed

How to prevent it

• Process promised credits immediately; Amex policy asks merchants to submit credits within 7 days of determining one is due
• Tell the Card Member the date and amount of the credit
• Never tell Amex a credit is coming unless it has already been submitted

Time limits and caveats

If the credit really is owed and has not been issued, accepting the chargeback is cheaper than refunding now, which risks a double credit.

How Verdikx helps with C02

Verdikx's credit-not-processed playbook pulls the refund record from Shopify or Stripe and Loop return outcomes (beta) so you can see at once whether the credit actually posted. If it did not, the playbook tells you to accept rather than fight. The AI draft cites the refund reference for your review.