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American Express Chargebacks

Policy

American Express Chargebacks can originate from a variety of sources.  In addition to federal laws that regulate the cardholder dispute process, American Express has various business policies that are used to resolve disputes and identify noncompliance chargebacks.  In the event that a cardholder disputes a charge made via the Internet where goods or services were ordered online and electronically delivered online (i.e., software, images), American Express will issue a chargeback immediately and will then provide you with written or electronic notice of the chargeback.

Dispute Resolution Process

The typical steps involved in the American Express dispute resolution process are as follows:

  1. The cardholder receives a charge they want to dispute.
  2. The cardholder contacts American Express to dispute the charge.
  3. American Express opens an inquiry and issues an immediate temporary credit to the cardholder.
  4. American Express sends an inquiry to the agency to help resolve the case.  This is done electronically via On-line Merchant Services.
  5. The agency has 20 days to provide documentation to support the claim.  To expedite the process, this documentation may be scanned and sent electronically to American Express via On-line Merchant Services or mailed or faxed directly to American Express.  
  6. If the agency can provide adequate proof of the transaction, the agency will not be charged back for the transaction.  If the agency cannot provide adequate proof, they will be charged back.
  7. The cardholder is notified when an inquiry has been conducted and evidence was presented to justify the charge.
  8. The cardholder is rebilled for the transaction if the dispute is found in favor of the agency.
  9. Disputes found in favor of the customer resulting in a chargeback will be net-billed to the agency.
click for previous page in credit card chargeback guidelines
go to any reconcilation page
1. What is a Chargeback?
2. Visa/MasterCard Chargebacks
3. American Express Chargebacks

 

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Last Modified February 19, 2002