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Disputes & Chargebacks

 

 

Learn everything you need to know about the resolution process, and tips to avoid disputes that will help protect your profitability from chargebacks and unwanted account debits.

 

 

Card Member Disputes

 

 

A dispute occurs when a Card Member contacts American Express to question a charge on their statement.

 

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.

 

 

 

 

 

 

Ways to Minimise Disputes

 

There are many ways that you can protect your business from unnecessary disputes and chargebacks. Watch this video to learn the ways to minimise them for your business.

 

 

 

Keep customers informed:

 

Advise Card Members of your return and cancellation policies, and inform if there is any delays or rescheduling required.

 

 

 

Keep records:

 

Keep all your records of sales and charges for 12 months, including signed receipts for delivery items.

 

 

 

Streamline your process:

 

Process credits as soon as possible. Make sure to cancel future billings for recurring billing upon request.

 

 

 

 

 

 

The Dispute Process

 

Disputes can be complicated. This step-by-step flowchart can help make the process clearer for you, so you know what to expect if a charge is disputed.

 

 


 

The Dispute Process flowchart.  Read now

 

 

 

 

 

General Tips for American Express Disputes

 

1.

Always respond to American Express by the reply-by date.

2.

Provide American Express with all requested documentation and any additional relevant information.

3.

Completely address the dispute reason in your written response.

 

 

 

 

 

 

 

Manage Disputes Efficiently Online

 

Stay on top of your dispute cases with email notifications.

Respond quickly by uploading support documents with a few clicks.

All case history is stored in one place so you'll never lose track of your cases.


 

Manage disputes online.  Register now

 

 

 

 

 

 

 

 

Download helpful guides

 

 

Hotel

 


 

Restaurants

 


 

Retail

 


 

Pre-authorisation

Learn more about the pre-authorisation process and how it can help protect your business. See Video

 


 

Cards not present (online transactions)

 


 

Recurring transactions

 

 

 

 

 

 

 

 

On-demand Disputes 101 webinar

 

Watch our disputes experts explain all the basics about disputes and fraud protection.

 

 


 

 

 

Related Articles

 

 

Help protect your business from fraud

 

Learn about a range of best-in-class tools available for American Express Merchants.

 

 

 

 

 

 

Get dispute notifications

 

Log in to your Online Merchant Account and sign up for notifications.

 

 

 

 

 

 

 

Are your Account details up to date?

 

Keep us updated on your Account and contact details so you make the most of American Express benefits.

 

 

 

 

 

 

Know your debit details

 

Chargebacks will result in debits from your Account. Log in to your Online Merchant Account and check your payment details.

 

 

 

 

 

 

 

 

Need to talk to us?

 

Have your ten digit Merchant number on hand to help us serve you efficiently. In order to protect your Account, we will ask you some security questions to verify your identity when you call.

 

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