How to Respond to Disputes according to American Express

When a Card Member questions a charge on their statement, they can dispute the charge for a variety of reasons such as not recognizing the charge fraud related or not, they do not agree with the amount, they were charged twice, or the goods or services are not as expected.

When a customer submits a chargeback, American Express sends a notice to us and we provide you the documentation. It is up to you to determine if you would like to accept the chargeback or dispute it by providing compelling evidence. American Express will review the evidence and then decide whether they will move forward with a reversal if the documentation is sufficient or stand with the chargeback.

● Card member claims to not recognize the charge

○ Respond to the inquiry with as much information about the charge as possible.

○ Provide documentation that provides the card number, card member name, merchant location, transaction date, date of the goods or services provided, transaction amount, authorization amount, description of the goods or services, and proof of use

● Cancelled Product

○ Card member claims that they cancelled the services

○ Provide a copy of your cancellation policy an explanation of the procedures, and explain how the Card Member did not follow the cancellation policy, copy of charge indicating terms and conditions of the purchase.