Did you know! Of the total non-fraud disputes cases raised in 2020, 72% of those cases did not result in a chargeback to the merchant compared to 65.4% in 2019*.
What have we done to improve the disputes experience?
TimeFrame Reduction
The window to receive a dispute has been limited to 120 days from the transaction date. **
Redispute Limitation
Now, disputes on the same transaction can only be raised twice, in most cases
Substitute Receipt
We try to resolve No Knowledge disputes before reaching out to you by sending the Card Member more information
Compelling Evidence
Damages/Smoking Policy
You can bill the Card Member for damages to property or equipment, including smoking fees.
Recurring Billing
Don’t Let Disputes Become a Recurring Thing. Here is your checklist for Dealing with Disputes on Recurring Transactions
Optional Signature
Remove the Signature at
Checkout and give your customers a fast and safe purchasing experience
Digital Receipts
Digital Receipts allows American Express Card Members to view enhanced transaction details on processed transactions online.
Authorization on Credit
Enhanced capability that lets Card Members see pending refunds online or in-app in near-real time.
These are just a few of the changes we’ve made. To find out more, download our guide on the latest disputes updates.
Disputes Education Center
We’ve put together the following resources to help you understand how to reduce and prevent disputes.
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Get answers and advice from our Disputes Webinar Series.
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For tips in two minutes or less, watch these videos.
Understanding the Disputes Process
Tips to Avoid Disputes
Preventing Fraud
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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.
The best way to respond to a dispute is online with your Merchant Account.
More resources to fuel your growth
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
*In 2020 American Express provided additional relief to merchants and cardmembers including helping cardmembers receive refunds directly from merchants while their dispute case was being serviced.
**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.