On your side for disputes, every step of the way.
We’ve made changes to our disputes processes and created some helpful educational materials - all to make disputes easier to manage every step of the way.
63% fewer non-fraud disputes were sent to merchants in 2019 than in 2016 following our multi-year journey to improve disputes policies and processes.1
The number of times a dispute can be raised on the same charge will be limited to two (2) in most cases.
Now, in most cases,2 you may see significantly fewer Chargebacks 120 days after the transaction date.
When a Card Member disputes a transaction they don't recognize, we'll provide them with additional details about the transaction up front, without contacting you.
You will no longer see Chargebacks for missing signature on Card Member claims.
These are just a few of the changes we’ve made. To find out more, download our guide on the latest disputes updates.Download Now
Did You Know?
One of the most common reasons for a dispute is the Card Member not recognizing a charge on their billing statement, known as a No-Knowledge Dispute.
Use your customer-facing business name on the Card Member billing statement. See how your business appears to our Card Members on their statements and on the Shop Small® Map.
Your business could be recommended to Card Members in their emails, in their online accounts, and within the Shop Small® Map.
Disputes Education Center
We’ve put together the following resources to help you understand how to reduce and prevent disputes.
Get answers and advice from our Disputes Webinar Series.
Learn exactly how the American Express process works with this step-by-step flowchart and download these one-pager guides for easy reference.
Disputes Reference Guide
To help make responding to Inquiries and Chargebacks as simple as possible, we’ve put all the tools and info you need into one resource.Download Now
Tips to Avoid Common Disputes.
1. Based on a comparison of the ratios of non-fraud disputes that require merchant involvement to total transactions, in 2016 and 2019.
2. Except for these disputes categories: 1. Goods/services not received. 2. Goods/services returned/canceled. 3. Redisputes. In these instances, the timeframe can extend slightly.