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Disputes, Chargebacks and Fraud Protection

Disputes, Chargebacks and Fraud Protection

Find out how you can reduce the likelihood of a dispute happening; the main things you should do if a Cardmember initiates one and how to avoid the risk of fraud.

About Cardmember Disputes

 

A dispute occurs when a Cardmember 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 Cardmember with this amount. There are simple steps you can take to minimize the chances of a dispute and chargeback happening.

Get Started

 

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

Watch the below video to learn how you can help fight and prevent fraud from impacting your business.

Ways to avoid disputes

 

There are many ways that you can protect your business from disputes and chargebacks. Watch the below video to learn about the things you can do for your business.

Managing disputes

1

 

If a dispute cannot be resolved directly with the Cardmember, you may receive a ‘Retrieval Request Letter’ or an ‘Upfront Chargeback’ letter outlining your requirements.

2

 

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

3

 

After we reach a final decision, either the Cardmember 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

 

Watch the below video to learn how you can help fight and prevent fraud from impacting your business.

 

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

 

Accept our Cards and enjoy the backing of American Express