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See what we’re doing to reduce disputes.

And how you can help prevent them, too.

Resolving disputes hasn’t always been easy, and you made it clear it needed to change. Your feedback triggered many policy enhancements that have helped reduce disputes so you can focus more on your business.

Merchants saw over 700K fewer disputes in 2017 following changes we made to our policies.1

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Redispute Limitation

The number of times a dispute can be raised on the same charge will be limited to two (2) in most cases.

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Chargeback Timeframe Reduction

Now, in most cases,2 you may see significantly fewer Chargebacks 120 days after the transaction date.

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Substitute Receipt

When a Card Member disputes a transaction they don't recognize, we'll provide them with additional details about the transaction up front, without contacting you.

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No More Missing-Signature Chargebacks

You will no longer see Chargebacks for missing signature on Card Member fraud claims.

Download the Dispute Improvements Brochure to learn more.

Download Now

Did You Know?

One of the most common reasons for a dispute is the Card Member not recognizing a charge on their billing statement, known as a No-Knowledge Dispute.

A simple way to avoid it.

Use your customer-facing business name on the Card Member billing statement. See how your business appears to our Card Members on their statements and on the Shop Small® Map.

A bonus for listing correct information.

Your business could be recommended to Card Members in their emails, in their online accounts, and within the Shop Small® Map.

 

Disputes Education Center

Check out our Disputes Webinar Series on managing and preventing disputes. These webinars are available for you to watch anytime.

Learn exactly how the American Express process works with this step-by-step flowchart and explore these quick tips for preventing them in your industry.

Tips to Avoid Common Disputes.

Here's what you can do to protect your business from the most common types of disputes.
Don't Do Business Without It

1. Based on internal comparison of American Express small merchant locations in December 2016 to American Express small merchant locations in December 2017. Some of the referenced changes expired in Q2 2018.

2. Except for these disputes categories: 1. Goods/services not received. 2. Goods/services returned/canceled. 3. Redisputes. In these instances, the timeframe can extend slightly.