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Amex M49: Vehicle Rental — Theft or Loss of Use
What it means: A vehicle-rental dispute over damage, theft or loss-of-use charges.
How to respond: Show the rental agreement terms covering the charge, documentation of the damage / loss, and that the customer was notified.
Stripe usually labels this dispute as: general (check the reason shown on your dispute — Stripe maps network codes to its own categories).
Evidence checklist
- Signed rental agreement
- Damage / loss documentation (photos, estimates, police report if any)
- Evidence the amount charged matches what the customer agreed to (order confirmation, quote, signed estimate, tip/adjustment approval)
- Customer communication (emails, chat, support tickets) — especially anything where the customer acknowledges the order or the product
Tips
- Address the specific reason code — a generic letter that argues the wrong issue is a common reason responses fail.
- Submit before the evidence due date shown in your Stripe/Shopify dashboard; most processors allow one submission.
- Keep it factual and concise; label each exhibit.
- If the customer is right, accepting the dispute or refunding may cost less than fighting it.
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DisputeDesk provides general information and document preparation help. It is not legal advice, and we do not guarantee any dispute outcome — the card issuer decides. Reason-code names and rules change; always check the dispute details in your Stripe or Shopify dashboard and the card network's current rules.
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