You can dispute a charge on your American Express card online, through the Amex app, by phone, or by mail. The fastest route is logging into your account, finding the transaction, and clicking “Dispute this Charge.” Before you start, though, Amex asks that you try to resolve the issue with the merchant first. If that doesn’t work, or if the charge is fraudulent, here’s how to move through the process.
Contact the Merchant First
American Express expects you to reach out to the merchant before filing a dispute. This isn’t just a suggestion. It’s a required first step for billing errors and service-quality issues, and it can actually resolve things faster than going through the formal dispute process. A quick call or email to the merchant’s customer service line may get you a refund or correction without the wait.
If the merchant won’t help, doesn’t respond, or the charge is completely unauthorized (someone else used your card), you can skip this step and go straight to Amex.
How to File a Dispute Online or in the App
Log into your American Express account on the website or mobile app. Scroll through your recent transactions and select the one you want to dispute. Click or tap “Dispute this Charge” and follow the prompts. Amex will ask you to categorize the problem, whether it’s a duplicate charge, an incorrect amount, a product you never received, or something you don’t recognize at all. You’ll also have the option to add details and upload supporting documents.
If you’d rather not navigate the self-service tool, you can open a chat from your account page by clicking the chat icon in the bottom right corner of the screen. You can also call the number on the back of your card to speak with a representative who can walk you through it.
Billing Errors vs. Fraud Claims
The reason for your dispute matters because it changes what Amex needs from you and how the process works.
Billing errors and merchant issues cover situations like being charged twice, getting billed the wrong amount, paying for something that never arrived, or receiving a product that was significantly different from what was described. For these, you’ll want to gather receipts, invoices, contracts, emails with the merchant, or anything else that supports your version of events. The stronger your documentation, the smoother the process.
Unauthorized charges are a different category. If you see a transaction you didn’t make, that’s potential fraud. Before reporting it, double-check the date, amount, and merchant name carefully. Merchant names on statements sometimes look unfamiliar even for legitimate purchases (a restaurant might show up under a parent company’s name, for example). If you’re sure the charge isn’t yours, report it immediately. Amex will typically issue a new card number and investigate.
Deadlines You Need to Know
Under federal law (the Fair Credit Billing Act), you generally have 60 days from the date you receive the statement containing the error to dispute a billing mistake in writing. American Express’s own dispute window can be more generous: cardholders may have 120 to 180 days from the charge date to open a dispute, depending on the reason for the claim and the specifics of the situation.
Don’t wait to see if a problem resolves itself. The sooner you file, the better your chances. If you’re close to any deadline, file now and gather additional documentation later if Amex requests it.
What Happens After You File
Once you submit your dispute, Amex reviews the claim. If they accept it for investigation, you’ll typically receive a temporary credit on your account for the disputed amount. That credit stays on your account while Amex, the card network, and the merchant’s bank communicate to sort things out.
Most disputes are resolved in less than two weeks. Complex cases, where the merchant pushes back or the situation requires more documentation, can take up to 90 days. During this time, Amex may reach out to ask for additional evidence. Respond promptly to keep things moving.
If the Merchant Challenges Your Dispute
Filing a dispute doesn’t guarantee you’ll win. The merchant has the right to contest your claim by providing their own evidence, such as a signed receipt, proof of delivery, or records showing the service was provided as agreed. If the merchant challenges your dispute successfully, the temporary credit will be reversed and the charge will reappear on your statement.
This is why documentation matters so much upfront. Save screenshots of order confirmations, keep email threads with customer service, and hold onto tracking numbers or photos of damaged goods. The more concrete evidence you can provide, the harder it is for a merchant to overturn your claim.
What to Gather Before You Start
- Receipts or order confirmations showing the original price, item description, or service agreement
- Communication records with the merchant, including emails, chat transcripts, or notes from phone calls (dates and names of who you spoke with)
- Contracts or terms of service if the dispute involves a subscription, membership, or service agreement
- Photos or screenshots of defective products, incorrect items, or website listings that don’t match what you received
- Tracking information if the dispute involves a delivery that never arrived
You don’t necessarily need all of these for every dispute. A straightforward duplicate charge might only require pointing Amex to two identical transactions. But for anything involving a disagreement about quality, delivery, or services rendered, the more evidence you have, the stronger your position.