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Big Changes to Our Disputes Policies

Resolving disputes hasn’t always been easy, and you made it clear it needed to change. Your feedback triggered many policy enhancements that will enable simpler disputes management and fewer Chargebacks.

In fact, Merchants saw over 700K fewer disputes in 2017, following the changes we've made to our policies.1.

Redispute Limitation

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

Chargeback Timeframe Reduction

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

Fewer low-dollar-amount Chargebacks

We reduced the number of low-dollar Chargebacks you see.

No more missing-
signature Chargebacks

You will no longer see Chargebacks for missing signature on Card Member fraud claims, but we still require that you capture signature.

Download Our Dispute Improvements Brochure
OptBlue Disputes Policy

Did You Know?

One of the most common reasons for a dispute is the Card Member not recognizing a charge on their statement. Let’s confirm your business information is accurate and recognizable to your customers.

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Disputes Education Center

Understanding the American Express Disputes Process
Quick Tips for preventing Disputes for Restaurants
Quick Tips for preventing Disputes for Retailers
Quick Tips for preventing Disputes for Hotels & Hospitality Businesses
Quick Tips for Preventing Card Not Present Disputes

Best Practices to Avoid Disputes: American Express Disputes Prevention, Global Merchant Services
1 Based on a comparison of aggregated US Merchant dispute and transaction data from 2017 to 2015, the year before the applicable dispute policy enhancements took effect.
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.