Disputes Education Center
American Express has your back with information, insights and solutions to help you prevent disputes and stay focused on your business.
Disputes Education Center
American Express has your back with information, insights and solutions to help you prevent disputes and stay focused on your business.
Understanding Disputes
In 2022, less than 0.04% of US Card Member transactions turned into Disputes that reached merchants.1
And what’s more…
There was an increase in the number of transactions made by American Express® US Card Members, but a decrease in the percentage of disputes that reach a merchant.2
Disputes 101
Learn about the types of disputes, tools and best practices to help you be ready if a dispute comes your way.
Understanding the Disputes Process
Amex Disputes Solutions Explained
Disputes Reference Guide
Videos
Overview of Disputes
Dispute Prevention Tips
Fraud Prevention Tips
Webinars
B2B Disputes Management
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Disputes Summer Prevention
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Insights to Help Prevent Common Disputes
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Understanding the Disputes Process
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Dispute Prevention Tips
Additional one-page resources to help you prevent potential disputes during the sales process.
Preventing Disputes on Recurring Transactions
Avoiding Card-Not-Present Disputes
Presenting Compelling Evidence
Billing for Damages
Removing Signature at Checkout
Estimating or Adjusting Authorizations (Coming 2024)
*New! Industry-Specific Examples
AMEX Solutions
American Express is continually enhancing our policies and solutions to help you prevent and manage disputes.
Policy updates and enhancements
Shorter Time for Filing Disputes – We’ve reduced the timeframe a Card Member can raise a dispute to 120 days.3
Limits on Redisputes – Disputes on the same transaction can only be raised twice.
Capabilities
Capabilities Video
New! Authorization on Credit
Substitute Receipts – American Express helped resolve 90.4% of disputes raised by US Card Members as a “does not recognize” transaction with our Substitute Receipt capability without needing to contact merchants for help resolving the dispute.4
Digital Receipts – Merchants who implemented American Express Digital Receipts saw 15-20% fewer non-fraud disputes than merchants who did not implement Digital Receipts over the period from July 2020 to October 2021.5
Merchant Website
For an easy and convenient way to manage disputes, anytime, visit our Merchant website.
Not enrolled? Sign up today.
Industry & Policy Guides
From restaurants to hotels, different businesses have unique needs when it comes to processing transactions and helping prevent and manage disputes. Check out these industry and policy resources to help you protect your unique business.
For Retailers
For Restaurants
For Hotels & Lodging
For B2B Merchants
For Card-Not-Present Transactions (Coming 2024)
For Online Merchants
Additional Resources
Access offers on curated services to help support your business
Help make payments simple, smart, and secure
Webinars, articles, and more to help your business adapt
1 Internal American Express data comparing January – December 2022 vs January – December 2021.
2 Internal American Express data comparing January – December 2022 vs January – December 2021.
3 Except for these dispute categories: 1. Goods/services not received. 2. Goods/services returned/canceled. 3. Redisputes. In these instances, the timeframe can extend slightly.
4 Data based on the success results of 887,417 Substitute Receipts sent to US Card Members for ‘Does Not Recognize’ disputes between January 1, 2021 and December 31, 2021. This capability is available for all American Express merchants.
5 Merchants who implemented Digital Receipts had an average 2021 net charge volume of $13B. Digital Receipts is only available on transactions of merchants who have enabled the capability.