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Avoid turning Cardmember disputes into Chargebacks.

A dispute is when a Cardmember notifies American Express about a charge on their statement that they do not recognise and request further information on the matter.

A Chargeback occurs when, after investigation of the dispute, we debit your account by the amount of the disputed transaction and credit the Cardmember with the same amount.

However, there are measures you can take to reduce the likelihood of a dispute happening, and steps to follow should a Cardmember initiate one.


  • Ensure your trading name appears correctly on Cardmember statements. To check your trading name, call Merchant Customer Services on 1300 363 614 

  • Help the Cardmember recognise the transaction, provide as much data as possible, e.g. Itemise the bill by room, restaurant or mini-bar  

  • Advise Cardmembers of your return policy for damaged and unwanted goods or cancellations of any kind, and obtain Cardmember's signature on the Return Policy (if possible)  

  • Ensure you always obtain a valid authorisation code for the full value of the transaction   

  • Never split a charge to avoid your floor limit threshold or to skip authorisation 

  • For signature Cards, please ensure that you verify the signature (for charges above No Signature threshold) 

  • Check the Card to ensure it is not altered, damaged or expired 

  • Ensure you keep all your records of sales and charges for 12 months including signed receipts for delivery items   

  • Provide all supporting documents as specified in the Request for Information notification within the stated timeframe  

  • Be suspicious. Especially of purchases with different delivery and billing addresses, orders for large numbers of identical items, and requests for immediate delivery of expensive items

If in doubt, call the American Express Customer Service team on 1300 363 614 (Monday - Friday, 6.30am - 6.00pm).

If, despite your best efforts to prevent one, a dispute arises, we will attempt to resolve the matter directly with our Cardmember. However, if we are unable to do so, we may send you a ‘Request for Information’ letter.


It outlines the reason for the dispute, and lists the documents we require from you regarding the disputed transaction. Please be sure to respond by the date we ask you to, by post, fax, or online. If we do not hear from you by that date, we will regretfully have to deduct the amount of the transaction from your Merchant Account and then close the dispute.

Once we receive your response, we will investigate the dispute, after which we will make a final decision. We will then do one of the following:

  • Ask the Cardmember to pay the charge, because we consider the information you have supplied to us validates the charge.
  • Debit your account (Chargeback) by the amount of the disputed transaction, and credit your customer’s account with the same amount.


In certain circumstances, we will make a Chargeback without sending a 'Request for Information' letter. For example, Merchants who receive a lot of disputes, or conduct transactions in what we consider to be risky business environments will not always receive one.


Provided we have certified all of your terminals and you have followed our Card Acceptance Terms & Conditions, you will not be liable for fraudulent Card transactions made with lost, stolen, or counterfeit American Express Cards that have been physically presented to you.

American Express SafeKey®.

American Express SafeKey® is a 3-D Secure® authentication tool that works to reduce online fraud by confirming the Cardmember’s identity with an additional password. Through this additional step, Cardmembers can spend online with greater confidence, and your business can reduce operating costs and fraud related losses by increasing security for customers when they purchase online. 

For more information about SafeKey, click here. To see a short video about SafeKey, click here

To find out about our suite of fraud tools, download our Fraud Tool Guide.

For more information about Enhanced Authorisation click here.

Accertify Fraud Management is a powerful, yet intuitive e-commerce fraud prevention solution that drives dramatic fraud reduction for large merchants worldwide.

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Call us on 1300 363 614 (Monday – Friday, 9.00am – 6.00pm). Alternatively you can complete our short Online Form and we’ll be in touch soon.