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Disputes, Chargebacks & Fraud Protection

Disputes, Chargebacks & 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.


Download our quick and easy guide on the American Express disputes process




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




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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