File a dispute directly with American Express

When you see a charge on your American Express statement that you don't recognize or believe is wrong, you can file a dispute — also called a chargeback or claim — with American Express. The card issuer will investigate the transaction and either reverse the charge, adjust your account, or uphold it based on what they find.

American Express handles disputes differently than Visa or Mastercard because American Express both issues the card and processes the transaction. This means you're disputing directly with the company that issued your card, not a separate network. The process is faster in many cases because there's no middleman involved.

You have up to 120 days from the transaction date to file a dispute with American Express. After that window closes, the card issuer will not reopen the case. If you spot an error on your statement, report it as soon as you notice it rather than waiting.

Key Takeaways

  • You have 120 days from the transaction date to file a dispute with American Express, either online, by phone, or by mail.
  • American Express will ask you to describe what went wrong and may request documentation like receipts, emails, or proof you tried to resolve it with the merchant.
  • The investigation typically takes 30 to 60 days, and American Express may credit your account temporarily while they investigate.
  • If the merchant responds with proof the charge was valid, American Express may reverse the credit and hold you responsible for the full amount.
  • Disputes work best when you have documentation — a receipt showing a different amount, an email confirming cancellation, or a tracking number proving non-delivery.

How to start a dispute

Log into your American Express online account or mobile app and go to the transaction you want to dispute. Most cards allow you to file directly from the transaction details page by selecting "Report a Problem" or "Dispute This Charge." American Express will ask you to choose a reason — common ones include "I don't recognize this charge," "Charged twice for the same purchase," "Item not received," or "Item not as described."

If you prefer not to use the online portal, you can call the customer service number on the back of your card and speak to a representative who will file the dispute over the phone. You can also mail a written dispute to the address listed on your statement, though this takes longer and is less common now that online filing is available.

When you file, be specific about what went wrong. "I didn't authorize this" is weaker than "I never received the order despite the tracking number showing delivery to the wrong address" or "The merchant charged me $150 but the receipt shows $75." The more detail you provide, the stronger your case.

What American Express will ask for

After you file, American Express will send you a dispute form asking for supporting documents. The exact documents depend on the type of dispute. For a charge you don't recognize, they may ask whether you've contacted the merchant and what the merchant said. For a duplicate charge, they'll want both receipts or transaction confirmations. For an item not received, they'll ask for the tracking number and proof of delivery.

Gather any communication you have with the merchant — emails, chat transcripts, order confirmations, or receipts. If you tried to resolve the issue directly with the merchant before filing the dispute, include those messages. American Express uses this to see whether you made a good-faith effort to fix the problem first.

If the charge is from an online purchase, save screenshots of the product listing, your order confirmation, and any tracking information. If it's from a store, keep your receipt. If you paid by check or bank transfer and the merchant never delivered, include proof of payment and any written communication about the non-delivery.

The investigation timeline

American Express typically completes the investigation within 30 to 60 days, though some cases take longer if the merchant is slow to respond. During this time, American Express may credit your account temporarily so you're not out the money while they investigate. This temporary credit is not a final decision — if the merchant provides proof the charge was valid, American Express can reverse the credit and you'll owe the amount again.

You'll receive updates by mail or email as the investigation progresses. American Express will tell you when they've contacted the merchant and when they're waiting for a response. If the merchant doesn't respond within a certain timeframe, American Express may rule in your favor by default.

Once the investigation closes, American Express will send you a final decision. If they rule in your favor, the charge is removed and any temporary credit becomes permanent. If they rule against you, you'll be responsible for the full amount and any temporary credit will be reversed.

When the merchant disputes your dispute

Many merchants will respond to the dispute with their own documentation — a signed receipt, an email showing you authorized the charge, proof of delivery, or a record showing you received a refund. If the merchant's evidence is strong, American Express may side with them even if you filed first.

For example, if you claim you never received an item but the merchant provides a tracking number showing delivery to your address and a signature confirmation, American Express will likely rule against you. If you claim the charge was unauthorized but the merchant has an email from your account authorizing the purchase, that also favors the merchant.

If American Express rules against you, you can ask them to reconsider if you have new evidence — like a police report for fraud, a written statement from the merchant acknowledging the error, or proof that the item was actually defective. Submit this new evidence within 10 days of receiving the final decision.

Disputes for fraud and unauthorized charges

If someone used your card number without permission, file a dispute when ready and report the fraud to American Express. American Express has a fraud department separate from the regular dispute team, and they may cancel your card and issue a replacement faster than a standard dispute would be resolved.

For fraud cases, American Express may not require you to pay the disputed amount while they investigate, depending on the circumstances. If the fraud is clear — for instance, a charge from a country you've never visited on a date you can prove you were elsewhere — American Express often rules quickly in your favor.

After you report fraud, monitor your account for additional unauthorized charges. If the same fraudster makes multiple charges, report each one. American Express will look for patterns and may freeze your account or issue a new card number to prevent further fraud.

What happens if you lose the dispute

If American Express rules that the charge was valid, you're responsible for paying it. The amount will be added back to your account if it was temporarily credited during the investigation. You'll still owe it on your next statement.

Losing a dispute doesn't prevent you from trying other options. If you believe the merchant committed fraud or violated consumer protection laws, you can file a complaint with your state's attorney general or the Federal Trade Commission. You can also pursue a small claims lawsuit if the amount is small enough for your local court.

If the dispute was about a defective item or service, you may still have options through your state's consumer protection laws or credit card protections that go beyond the dispute process. These vary by state and by the type of purchase.

Frequently Asked Questions

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

Changing your mind about a purchase is not a valid reason for a dispute. American Express will ask whether you authorized the charge, and if you did, they'll likely rule against you. Your only option is to contact the merchant directly and ask for a refund or return. If the merchant has a return policy, follow it instead of filing a dispute.

What if the merchant is out of business?

If the merchant has closed and you can't reach them, tell American Express this in your dispute. The merchant won't be able to respond, and American Express may rule in your favor by default. However, this takes longer because American Express will try multiple ways to contact the merchant before giving up.

How many disputes can I file?

You can file as many disputes as you have questionable charges, but American Express monitors accounts for patterns. If you file many disputes in a short time, American Express may investigate whether your account has been compromised or whether you're disputing legitimate charges. Filing disputes in bad faith can result in account closure.

Will disputing a charge hurt my credit score?

Filing a dispute does not directly hurt your credit score. However, if American Express rules against you and you don't pay the charge, it can become a delinquent account, which does damage your score. Pay any charges you owe even while disputing them to avoid this.

Can I dispute a charge after I've already received a refund?

If the merchant already refunded you, you should not file a dispute. Disputing after receiving a refund is considered fraud and can result in your account being closed. Check your bank account to confirm the refund posted before deciding whether to file a dispute.