If an inquiry does get issued, the merchant can respond in one of four ways: That said, Amex will sometimes submit a merchant inquiry to try and get more information. Few situations require an inquiry for more information. The company will issue an immediate chargeback to the merchant in most cases. It’s in the company’s best interest to keep everyone happy, but card members can take precedence. Remember: Amex is both a card network and an issuer. The good news is that help is just a click away. But, in situations where more data is needed, the merchant will be issued an inquiry requesting additional documentation.Ĭonfused? You’re not alone. Send an inquiry to the merchant to gather more information about the case.Īmerican Express will generally have sufficient in-house information to identify transactions as either legitimate or invalid.Decide the customer’s claim is legitimate and issue an immediate chargeback.Dismiss the case and inform the card member that the charge is valid.Amex will examine the cardholder’s request, then direct it in one of three ways: Since the company acts as both the issuer and card network, American Express will already have abundant information on the transaction available for review. The Amex chargeback process starts when a card member contacts American Express to dispute a transaction. As a result, there’s still a good chance merchants will have to deal directly with Amex when it comes to chargebacks. That said, Amex is still one of the largest issuers of Amex-branded cards. Also, merchants are now permitted to use the same processor for American Express transactions that they use for processing other cards. Select banks have been granted the ability to issue Amex cards. The company softened this stance within the last few years, though. No other US banks were allowed to offer Amex cards. By doing so, they can directly issue their own branded cards to customers-or “card members”-without relying on third-party issuers.Īmerican Express held strictly to that all-inclusive business model for a long time. The reason is simple: unlike larger rivals like Visa and Mastercard, American Express serves as an issuing bank and provides payment-processing services to merchants.Īmex continues to operate as both a card network and a bank. Their chargeback process differs because it is typically more straightforward. It offers cardholders a better way to resolve problems and, in some cases, can help protect merchants from chargebacks.Ĭhargebacks on American Express cards serve the same function as other credit cards. The American Express Dispute Center offers better clarity and understanding of the dispute process, integrated with an intuitive, easy-to-use platform. Cardholders can use the Amex Dispute Center to: The dispute portal allows buyers and sellers to communicate and resolve issues that result from Amex credit card transactions. Now, Amex disputes are handled directly through an Amex-specific dispute resolution portal featured on their website. The American Express Dispute Center was created to combat common issues with their previous system and to provide a more transparent, faster, and more balanced dispute process. The aim of this move was to serve card members and merchants better, and hopefully avoid chargebacks when possible. Like their competitors Visa and Mastercard, American Express recently overhauled their dispute and chargeback policies. The network will either remove the chargeback and return the merchant’s funds or substantiate the cardholder’s claims, and the Amex chargeback stands. Once Amex receives the information, they will review the case and make a determination. This is the merchant’s only option is they want to refute the cardholder’s claim and recover their funds. If a dispute can’t be resolved, Amex will either process a formal request for more information or file a chargeback and immediately remove the disputed funds from the merchant’s account, plus processing fees.Īt that point, the merchant has 20 days to respond to the chargeback with any documents and supporting evidence they may have. If the cardholder cannot resolve their dispute promptly and satisfactorily, though, Amex may elect to file a chargeback on the buyer’s behalf. For instance, if a transaction seems unfamiliar, or there was a problem with the purchase, the buyer should contact the merchant directly. It’s a cardholder’s responsibility to try and resolve disputes directly with a merchant. Video Gaming Chargeback: 10 Tips for the Gaming Industry.Top 10 Furniture Chargeback Triggers & How to Fight Back.Transportation Chargebacks: Is Vendor Compliance to Blame?.
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