How will the refund from a merchant show on my Card Account?
Refunded amounts in your transaction list are preceded by a minus symbol e.g. a refund of £10 will appear as -£10.
In your Online Account and in the Amex App your refund will appear against the original transaction date rather than at the top of your recent transactions list. Therefore, if your original transaction took place before your current billing period, you will need to look back at the relevant billing period to view it.
You can do this in the Amex App by following these steps:
- Select the “statement” tab
- Click on “Transactions and Statements”
- Choose the relevant date range
You can also do this in your Online Account by selecting the relevant date range from here.
The details of your refund will also be included in your next billing statement.
How do refunds affect my Account balance?
If the amount you have been refunded is smaller than your total Account balance, then your total Account balance will be reduced by this amount for the current statement period. If the amount you have been refunded is greater than your total Account balance, then the difference will appear as a credit on your Account for the current statement period.
I have a credit on my Account due to a refund, or because I overpaid my Account. Can I transfer this money back to my bank account?
Yes, we can arrange a credit balance refund to your bank account. Please contact us via chat in the Amex App, or online, or call the number on the back of your Card and we’ll be glad to help.
I have a credit on my Account. Can I transfer this money to another American Express Card that I hold?
Yes, as long as you are the main Account holder, and have the same details, for both Cards. Please contact us via chat in the Amex App, or online, or call the number on the back of your Card and we’ll be glad to help with this. Please make sure you have your Card to hand.
I’ve cancelled my Card but am expecting a refund from a merchant. Will I still receive my refund?
Don’t worry, refunds will still process to a cancelled Account. When the refund arrives in your Account, contact us via Live Chat online, or call the number on the back of your Card to arrange a credit balance refund to your bank account.
Once I’ve requested a credit balance refund, how long will it take to receive my refund back from American Express to my bank account?
Typically up to 10 working days, but please be aware that volumes are very high at the moment and so processing times may vary.
Why are you asking to see my bank statement? I don't want to provide my bank details to American Express.
We need to ensure that we are sending the refund to a bank account in the same name as the Cardmember or Client name on our system. We are only requesting this data in order to process your refund. We cannot process your refund without this information.
How do I send my supporting documents to American Express? Can I send it by email?
You can send your supporting documents via your Online Account: www.americanexpress.com/uk/documentcentre
Or by post: American Express Services Europe Ltd.
FAO Department 79,
1 John Street,
How do refunds affect my points balance and progress towards earning rewards?
Any amounts that are credited to your Card Account by way of refunds or other types of credits are not eligible spend and will not earn points or count towards earning rewards. Upon receiving a refund in to your Account, your points balance will adjust accordingly.
Why do I have a negative points balance on my Account after receiving a refund?
Any points earned on spending that is subsequently credited to your Card Account by way of a refund, will be deducted from your total points balance. If you recently redeemed points or transferred them to a co-brand account (e.g. BA Executive Club, Nectar, Marriott Bonvoy, Harrods) this may cause your points balance to fall below zero. You will continue to earn points for your eligible spend as normal, and these will become available for you to redeem or transfer to your relevant co-brand account again when the balance is no longer negative.
For our Corporate Cardmembers
I requested a refund, why didn't you send the refund to me instead of my Company (or vice versa)?
Our internal procedures require us to return all refunds to their source.
I received a refund, but my Direct Debit still collected. Why?
Corporate Direct Debits do not adjust when refunds are received into the Account. We’d be glad to help you with a credit balance refund to your bank account. Please contact us via chat in the Amex App, or online, or call the number on the back of your Card.
I don't want my credit balance refunded. Can I keep it on my Account?
We cannot hold credit balances on Card Accounts, so we are required to refund your credit balance.