How does the American Express dispute resolution process work?

by roderick_marquardt , in category: Banking and Credit , a year ago

How does the American Express dispute resolution process work?

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1 answer

by cedrick.casper , a year ago


The American Express dispute resolution process is designed to help cardmembers resolve any discrepancies with their transactions. Here's a general overview of how it typically works:

  1. Contact the merchant: If a cardmember notices an incorrect or unauthorized charge on their American Express statement, the first step is to try and resolve the issue directly with the merchant. They can contact the merchant's customer service to discuss the problem and attempt to reach a satisfactory resolution.
  2. Gather necessary information: Before proceeding with the dispute process, the cardmember needs to gather relevant information related to the transaction. This may include copies of receipts, order confirmations, emails, or any other documents that can support their claim.
  3. Contact American Express: If the issue cannot be resolved with the merchant or in cases of suspected fraud, the cardmember can contact American Express customer service to initiate the dispute process. This can typically be done via phone, online, or through the American Express mobile app. The cardmember will provide detailed information about the transaction and the reason for the dispute.
  4. Investigation and provisional credit: Upon receiving the dispute claim, American Express will conduct an investigation to determine the validity of the cardmember's claim. If deemed appropriate, they may provide a provisional credit to the cardmember's account for the disputed amount, pending the outcome of the investigation.
  5. Communication with the cardmember: Throughout the investigation process, American Express will keep the cardmember informed of the progress and any additional information or documents required. They may also request the cardmember to provide written statements regarding the disputed transaction.
  6. Resolution: Once the investigation is complete, American Express will reach a decision and notify the cardmember. If the dispute is resolved in favor of the cardmember, the provisional credit will become permanent, and the disputed amount will be credited back to their account. If the dispute is not resolved in their favor, the provisional credit may be reversed, and the cardmember will be responsible for paying the disputed amount.

It's important to note that the specific details and steps of the dispute resolution process may vary depending on the nature of the dispute and the individual cardmember's situation. Cardmembers are advised to review the terms and conditions provided by American Express or contact their customer service for more precise information.