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Disputes, Chargebacks and Fraud Protection

Learn everything you need to know about managing disputes, including how the process works and tips for avoiding disputes in the first place.

About Card Member disputes

A dispute occurs when a Card Member contacts American Express to question a charge on their statement that they don't recognise. A chargeback occurs when, after investigation of the dispute, we debit your account for the amount of the disputed transaction and credit the Card Member with this amount. There are simple steps you can take to minimise the chances of a dispute and chargeback happening.

Get Started

Access the full range of tools available to you as a Merchant.

Ways to avoid disputes

Inform Customers

Advise Card Members of your return policy for damaged and unwanted goods or cancellations of any kind.

 

If possible, obtain the Card Member's signature on the Return Policy.

Help the Card Member recognise the transaction

Ensure your trading name appears correctly on Card Member statements. To check your trading name, call us on 1300 363 614.

Itemise the bill (e.g. by room, restaurant or mini-bar).

Follow security procedures

Check the Card is not altered, damaged or expired.

 

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.

 

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

 

Always prioritise Chip and Pin procedure for chip card. The terminal will give further instruction on how to proceed with the transaction(s).

 

Ensure the signature on terminal receipt(s) is matching with the signature at the back of card.

Be methodical

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.

Learn about chargebacks without a 'Request for Information' letter

There may be certain circumstances where we will make a chargeback without sending a 'Request for Information' notification or letter (for example, with Merchants who receive a lot of disputes, or where a Card Member provides proof of a refund that hasn't been processed to their account.

Managing disputes
If a dispute cannot be resolved directly with the Card Member, you'll receive a 'Request for Information' letter outlining your requirements.

Respond by the required date by post fax or online. Otherwise we may deduct the amount of the transaction from your Merchant account.

After we reach a final decision, either the Card Member pays the charge, or your account is debited by the required amount.

To sign up to manage disputes online, register here

Fraud Prevention and Protection

American Express offers a suite of fraud tools including Verify ItAmerican Express SafeKey® and Accertify Fraud Management that are designed to help your business minimise fraudulent transactions.

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