No. Once you are registered for payments or disputes online, statements and disputes notifications will be sent by email. 

Your online profile lets you update a wide range of information including email address, communication preferences, your password, business details and payment and dispute notification preferences.

You can live chat to a customer service rep or use our interactive online assistant. You can also call our Merchant customer service team. For client-managed Merchant Accounts, you can have a one-on-one training session with the online technical help desk.

You can easily retrieve your user ID or reset your password online. Head to the Merchant Home Page and click the 'Forgot User ID or Password' link. You will be asked to confirm your user ID in order to reset password.  To retrieve your user ID, you will need to confirm the email address that you provided to us when you registered for the Account.

There are 2 options when it comes to managing disputes across multiple locations: Central and local. A central set up means that both the corporate headquarters and individual locations/Merchant Accounts can view and respond to disputes. Alternatively in a local set up the headquarters can see the disputes but cannot respond. The individual location/Merchant Account must respond the dispute. 

To contest a dispute, there is an option to enter a refund amount to the Card Member when you're responding to an inquiry, not if the Chargeback has already been issued. If you need to respond to a Chargeback, there is only an attach file and comments section. 

Once you are registered for online disputes management, please make sure to visit the website regularly to keep track of your disputes and avoid to no-reply Chargebacks. Additionally, ensure you opt-in to all disputes e-mail notifications to be notified about new inquiries, new Chargebacks, case updates, and to be alerted 7 days before your response is due. Lastly, please check that a current, accessible email address is included in your communication preferences. 

A list of acceptable documents and file formats is available on the response page on the left hand side of the screen.  

Once you submit online the information is sent to our American Express dispute team who assess all of the information and supporting documents to make a decision on the case. You will be notified by email once a decision is made (if you have ‘case updates’ notifications turned on) and the case can then move to a different status. 

You will then be charged back for the transaction. We will take the disputed amount from your settlements and will refund the Card Member. This is called a no-reply Chargeback.