What happens when you dispute a charge on American Express
When you tell American Express that a charge is wrong, the company starts an investigation called a dispute or chargeback. American Express contacts the merchant who charged you, asks them to explain the transaction, and gives them a window to respond — usually 10 business days. During that time, American Express may credit your account temporarily while they gather information. If the merchant doesn't respond or their explanation doesn't hold up, American Express sides with you and removes the charge permanently.
The process protects you from fraud, billing errors, and merchants who don't deliver what they promised. You don't need to prove your case in court or hire anyone. American Express handles the back-and-forth with the merchant for you.
Key Takeaways
- You must contact American Express within 60 days of the charge appearing on your statement to start a dispute.
- American Express will ask you to describe what went wrong — whether the charge was unauthorized, the merchant overcharged you, or the item never arrived.
- The merchant gets 10 business days to respond to American Express with their side of the story.
- American Express may credit your account while the dispute is being investigated, but the credit is temporary until the case closes.
- If you lose the dispute, the charge goes back on your account and you may owe American Express a fee.
The 60-day window: when you must report the dispute
You have 60 days from the date the charge appears on your American Express statement to report it. This is a hard important date. If you wait longer, American Express will not open a dispute, and you lose the right to challenge the charge through them.
The 60 days starts from when the charge shows up on your statement, not from when you made the purchase. If you buy something on the 15th but it doesn't post to your account until the 22nd, the clock starts on the 22nd. Check your statement as soon as it arrives so you catch problems early.
How to start a dispute with American Express
Contact American Express directly through the phone number on the back of your card, through your online account, or through the American Express mobile app. You do not need to go through the merchant first, though you can try if you want to resolve it faster.
When you call or write, have your statement ready and be specific about what went wrong. Tell American Express whether the charge was unauthorized (someone else used your card), the merchant charged you the wrong amount, the item never arrived, the item arrived damaged or not as described, or the merchant promised a refund that never came. The more detail you give, the faster American Express can investigate.
American Express will assign your dispute a reference number. Write this down. You'll use it to check the status of your case and to reference the dispute if you need to follow up.
What American Express asks the merchant to do
Once you file a dispute, American Express sends a notice to the merchant asking them to respond within 10 business days. The merchant can provide a signed receipt showing you authorized the charge, proof that they delivered the item, tracking information, or any other evidence that the transaction was legitimate.
If the merchant doesn't respond at all, American Express usually sides with you. If the merchant responds but their evidence is weak — for example, they have a receipt but you say you never received the item — American Express weighs both sides and makes a decision.
Some merchants have chargeback insurance or dispute management services that help them fight back. Larger merchants may have teams dedicated to responding to disputes. This doesn't mean you'll lose; it just means the merchant is taking the case seriously.
Temporary credit while the dispute is open
American Express may credit your account for the disputed amount while the investigation is happening. This is not the same as winning the dispute. The credit is temporary and conditional. If American Express decides the merchant was right, they will remove the credit and you'll owe the full amount again.
Don't spend the temporary credit as if it's yours to keep. Treat it as a loan that might need to be repaid. If you're counting on that money to cover other bills, have a backup plan in case the dispute doesn't go your way.
How long the dispute takes and what happens next
Most disputes close within 30 to 60 days, though complex cases can take longer. American Express will notify you by mail or through your account when the investigation is complete and tell you whether they sided with you or the merchant.
If you win, the charge is removed and any temporary credit becomes permanent. If you lose, the charge stays on your account. If a temporary credit was applied, American Express removes it. You may also be charged a dispute fee — American Express's fee varies depending on the type of dispute and your account history, so ask about this when you file.
If you disagree with American Express's decision, you can ask them to reconsider, but you'll need new evidence or information you didn't have the first time. straightforward disagreeing with their conclusion is not enough to reopen a closed dispute.
Disputes for different types of problems
Unauthorized charges: If someone else used your card without permission, tell American Express when ready. They will investigate whether the charge was actually made by you or an authorized user. If it wasn't, they'll remove it. American Express's fraud liability is limited, so the sooner you report it, the better.
Billing errors: If the merchant charged you $150 instead of $100, or charged you twice for the same purchase, that's a billing error. Provide your receipt or confirmation email showing what you were supposed to pay. American Express will compare it to what posted to your account.
Items that never arrived: If you ordered something and it never came, tell American Express. They'll ask the merchant for tracking information or proof of delivery. If the merchant can't prove they sent it or that it arrived, you win the dispute.
Items that arrived damaged or not as described: If the item came broken or looks nothing like the photo on the website, you can dispute it. American Express may ask you to return the item or provide photos. Some merchants will refund you without a dispute if you contact them first, so try that before filing.
Refunds that never came: If the merchant promised a refund and it's been more than 30 days, dispute it. Provide the original receipt, the refund confirmation email, and the date you returned the item. American Express will verify the merchant's refund records.
What not to do during a dispute
Don't contact the merchant and threaten to dispute the charge if you're just unhappy with your purchase. Disputes are for fraud, errors, and non-delivery — not for buyer's remorse. If you straightforward changed your mind about a purchase, the merchant's return policy applies, not the dispute process.
Don't file multiple disputes for the same charge. One dispute per transaction is the rule. Filing duplicates can slow down the investigation and may result in American Express closing all of them.
Don't ignore American Express if they ask for more information. If they request documentation or clarification, respond within their important date. Silence can result in your dispute being closed against you.
Frequently Asked Questions
Can I dispute a charge if I authorized it but changed my mind?
No. Disputes are for fraud, errors, and non-delivery. If you bought something intentionally but now regret it, that's a return or refund issue between you and the merchant, not a dispute. Check the merchant's return policy or contact them directly to see if they'll take it back.
What if the merchant says I authorized the charge and I say I didn't?
American Express will investigate both sides. They'll look at whether the merchant has a signed receipt, your transaction history, and whether the charge matches your usual spending patterns. If you can show the charge is inconsistent with your account activity or that your card was compromised, that strengthens your case.
Do I have to pay the disputed amount while the investigation is happening?
No. If American Express applies a temporary credit, you don't owe that amount during the dispute. If they don't explore a temporary credit, the charge stays on your account, but you can request a temporary credit while they investigate. The charge won't be reported as late or delinquent while the dispute is open.
What happens if I lose the dispute?
The charge stays on your account and you owe it. If a temporary credit was applied, it's removed. You may also be charged a dispute fee. You can ask American Express to reconsider if you have new evidence, but straightforward disagreeing with their decision won't reopen the case.
Can I dispute a charge after 60 days?
No. The 60-day window is firm. Once it closes, American Express will not open a dispute. If you notice a problem after 60 days, contact the merchant directly and ask for a refund or credit. Some merchants will help even outside the dispute window, but American Express cannot.