Lodging/rental no-show or deposit cancellation dispute.
This is a consumer-dispute code: the cardholder acknowledges the purchase but disputes delivery, quality, credit, or billing terms. The dispute is decided on fulfilment and customer-service evidence.
Answer the specific claim directly: delivery confirmation and tracking for non-receipt, your published refund/cancellation policy plus the cardholder's acceptance for credit and recurring disputes, and support correspondence showing any resolution offered. Rebuttal letters that mirror the cardholder's claim point-by-point win more often.
You typically have 120 days from the dispute date to submit your evidence package through your payment processor. Missing the window forfeits the dispute regardless of merit, so assemble the checklist below as soon as the dispute arrives.
This code maps to Amex MOG C18. Confirm the current wording, timing, and document requirements with your processor before submitting - networks revise their guides and your processor may impose shorter internal deadlines.