How American Express handles disputed charges

When you dispute a charge on an American Express card, the company investigates whether the transaction was authorised by you and whether the merchant fulfilled their part of the deal. American Express calls this process a chargeback or dispute investigation. The company does not automatically refund you while investigating — instead, they place a temporary credit on your account while they gather evidence from you and the merchant.

The timeline matters. You have up to 120 days from the transaction date to report a dispute to American Express. The investigation itself typically takes 30 to 90 days, though American Express may extend this if the merchant requests more time to respond. During that window, you will not have access to the disputed amount, but you also will not be charged interest on it.

American Express handles disputes differently than Visa or Mastercard because American Express is both the card issuer and the payment network. This means fewer middlemen and often faster resolution, but it also means American Express has more direct leverage with merchants who use their network.

Key Takeaways

  • You have 120 days from the transaction date to report a dispute to American Express, either by phone, online, or through the mobile app.
  • American Express will place a temporary credit on your account while they investigate, but you cannot spend this credit until the dispute is resolved.
  • You will need to provide documentation showing the charge was unauthorised or the merchant did not deliver what was promised — receipts, emails, or proof of cancellation help your case.
  • If the merchant responds with evidence that contradicts yours, American Express will review both sides before making a final decision.
  • A dispute on your account does not affect your credit score while it is under investigation, but a loss may be reported to credit bureaus if you do not pay it back.

Starting a dispute with American Express

Contact American Express through the method that works fastest for you. You can call the number on the back of your card, log into your online account and report the dispute there, or use the American Express mobile app. When you call, have the transaction details in front of you — the merchant name, the date, and the amount. The representative will ask why you are disputing the charge and will create a case number for you to reference later.

Online and app disputes move at the same pace as phone disputes. Choose whichever method you prefer, but keep your case number and any confirmation email or screenshot. American Express will send you a letter within two weeks confirming they received your dispute and explaining what happens next.

What counts as a valid dispute reason

American Express recognises several categories of disputes. Unauthorised transactions are charges you did not make and did not permit — a stolen card number, a fraudulent charge, or someone else using your account. Billing errors are charges that appear twice, charges for the wrong amount, or charges posted to your account by mistake. Merchant disputes

Disputes over the quality of a service or product are harder to win. If you received what you paid for but were unhappy with it, American Express will likely side with the merchant unless you can show the merchant promised something specific and failed to deliver. For example, a dispute over a poor haircut will probably fail, but a dispute over a haircut you never received might succeed if you have proof you paid and the salon closed before your appointment.

Return disputes — you returned an item but the merchant has not refunded you — are valid reasons to dispute. Provide proof of the return, such as a tracking number showing delivery to the merchant or a receipt from the store showing the return was processed.

Documentation you will need to provide

American Express will ask you to submit evidence supporting your dispute. The stronger your documentation, the more likely you are to win. For unauthorised charges, provide any proof that the transaction was not yours — a statement showing you were in a different location, a police report if you reported fraud, or a letter from your bank if the card number was compromised elsewhere first.

For merchant disputes, gather receipts, order confirmations, emails from the merchant, photos of damaged goods, or tracking information showing the item was never delivered. If you contacted the merchant to complain or request a refund, include those emails or messages. If the merchant promised a refund and did not send it, a screenshot of that promise helps your case.

American Express will ask you to submit this documentation within 15 days of opening the dispute, though you can sometimes request an extension. Submit everything at once rather than in pieces — it speeds up the investigation.

What happens while your dispute is under investigation

American Express sends the dispute details to the merchant and gives them time to respond, usually 10 to 30 days. The merchant can accept the chargeback, which means they refund you and the case closes. More often, they will submit their own evidence — a signed receipt, a delivery confirmation, or a record showing you authorised the charge.

If the merchant's evidence contradicts yours, American Express reviews both sides. They may contact you for more information or clarification. Respond quickly if they do — delays can hurt your case. Once American Express has all the information, they make a final decision and notify you in writing.

During the investigation, the temporary credit stays on your account but is not available to spend. You cannot withdraw it or use it to pay other charges. If you lose the dispute, American Express will remove the temporary credit and you will owe the original amount again.

What happens if you win or lose the dispute

If American Express rules in your favour, the temporary credit becomes permanent and the charge is removed from your account. The merchant is charged back the amount, and American Express may assess them a fee for the chargeback. You will receive written confirmation of the decision.

If American Express rules against you, they will remove the temporary credit and the charge returns to your account. You will owe the full amount again, and interest will accrue from the original transaction date if you do not pay it. American Express will explain their reasoning in writing, and you have the right to request that they reconsider if you have new evidence.

A single lost dispute does not affect your credit score. However, if you dispute many charges and lose most of them, American Express may flag your account as high-risk and could close it. Merchants can also sue you for the amount if it is large enough, though this is rare.

Disputing charges for services you cancelled

If you cancelled a subscription, gym membership, or recurring service but the merchant kept charging you, report this as a dispute. Provide proof of cancellation — a confirmation email, a screenshot of the cancellation in the app, or a dated letter you sent requesting cancellation. If you cancelled in person, a receipt or witness statement helps.

Merchants sometimes claim they never received the cancellation request or that it was not processed in time. If you have proof you cancelled before the charge date, you have a strong case. If the merchant's terms say cancellations take effect only after a certain number of days, and you cancelled within that window, American Express will usually side with you.

Frequently Asked Questions

Can I dispute a charge if I authorised it but changed my mind?

Probably not. Buyer's remorse is not a valid dispute reason. You would need to contact the merchant directly and request a refund. If the merchant refuses and you have proof they promised a refund under certain conditions, you might have a case, but American Express will ask why you did not resolve it with the merchant first.

What if the merchant goes out of business before my dispute is resolved?

American Express will still investigate and may rule in your favour even if the merchant cannot respond. If the merchant is unreachable, American Express may assume they cannot defend the charge and credit you. However, this takes longer because American Express will make multiple attempts to contact them.

How many times can I dispute the same charge?

You can dispute a charge once. If American Express rules against you and you have new evidence, you can request reconsideration, but this is not the same as filing a new dispute. Repeatedly disputing the same charge without new evidence can result in American Express closing your account for abuse.

Will disputing a charge hurt my credit score?

No, a dispute under investigation does not appear on your credit report. If you lose the dispute and do not pay the amount, then it becomes a delinquent balance and will hurt your score. Paying the amount when ready after losing a dispute prevents this.

Can I dispute a charge after I have already paid it off?

Yes. You have 120 days from the transaction date, regardless of whether you have paid the charge. If you win, American Express will refund the amount to your account as a credit.