Amex reason code F10 explained for merchants

Amex reason code F10 is called Missing imprint. It sits in the Fraud group. The Card Member says the charge is not theirs, and you have not shown a copy of a card imprint. This page explains what that means and how to answer it.

What is Amex reason code F10 (Missing imprint)?

F10 means the Card Member denies the charge and the merchant has not provided a copy of a card imprint. An imprint is the physical record a terminal makes when a card is present and swiped or keyed. When Amex cannot find that record, the dispute lands on you.

A disputed charge is first worked on with the Card Member before the merchant is contacted. If more information is needed, the merchant receives either an Inquiry or a Chargeback. An Inquiry comes when a Card Member disputes a charge that cannot be resolved with the documents on file. If the Card Member gives enough information, the merchant's account may be debited upfront.

Why does F10 occur?

F10 shows up when a charge looks like a card was present, but no imprint record backs it up. Common causes:

• The card was keyed in, but no imprint was taken.
• The terminal did not print or store the record.
• The receipt was thrown away before the dispute arrived.
• Someone used a card number without the card being there at all.

That last case matters most. A true card present sale with no record is hard to defend. A sale where the card was never there is a different story.

How to respond to an F10 chargeback

If a merchant's reply settles the dispute on time, there is no Chargeback. So answer fast. The best way for a merchant to respond to a dispute is online through its Merchant Account.

A merchant can show the charge was a Card Not Present charge or qualifies under the Keyed No Imprint Program. Either one can end the dispute, because neither type of sale is supposed to produce an imprint.

Your supporting documents should include a copy of the charge record or credit record. A good reply explains the documents, addresses the specific dispute reason and describes the steps taken to resolve it. Do not just send a pile of papers. Say what each one proves.

If you are not sure what the notice in front of you is asking for, start with how to read a chargeback notice.

Keyed No Imprint Program and Card Not Present transactions

The Keyed No Imprint Program covers merchants who key in card numbers and take orders without the card. Phone orders, mail orders and online orders fall here. If your sale was one of these, say so plainly and show the order details that prove it.

For a Card Not Present charge, useful proof includes the order form, the delivery record, and any emails or call logs tied to the sale. Match the proof to the amount and date of the disputed charge.

What happens if you do not respond?

After a Chargeback, the merchant can send supporting documents that might reverse it. A Chargeback is undone if the merchant's reply addresses the dispute successfully and on time. If the merchant does not reply in time or with the requested documents, the Chargeback stands. You lose the money either way, since the debit is already on your account.

A no reply case gets its own code. See Amex reason code R13 for what happens when a merchant stays silent.

Best practices to avoid F10 chargebacks

• Take an imprint or keep the terminal record for every card present sale.
• Store records where you can find them again when a dispute arrives.
• Mark keyed and online orders clearly, so you can prove they were never card present.
• Reply to every Inquiry before the deadline.
• Keep copies of everything you send, in case the case comes back.

If the case does come back after you answer, read what happens after you answer a chargeback for the rounds that can follow. Related fraud codes like F14 and F31 work differently, so check the code before you build your reply.

Sources

• americanexpress.com