How to dispute a charge on American Express
American Express handles disputes through a process called a chargeback or dispute claim. You contact Amex directly — not the merchant — and report the transaction as unauthorized, fraudulent, or incorrect. Amex then investigates on your behalf and either credits your account or sides with the merchant, usually within 30 to 60 days.
The fastest way to start is to call the number on the back of your card or log into your online account and report the charge through the Amex app or website. You do not need to contact the merchant first, though Amex may ask you to attempt resolution with them before opening a formal dispute.
Amex's dispute process differs from Visa or Mastercard in one important way: Amex is both the card issuer and the payment network, so the investigation stays within one company. This can mean faster resolution, but it also means Amex makes the final call without a separate arbitration layer.
Key Takeaways
- Report a disputed charge to Amex by phone, through your online account, or via the Amex app within 60 days of the transaction date.
- Amex will credit your account temporarily while investigating, though you may be asked to return the credit if the merchant wins the dispute.
- You will need to provide documentation of the dispute — proof you did not authorize the charge, evidence of fraud, or proof the merchant failed to deliver goods or services.
- The investigation typically takes 30 to 60 days, and Amex will notify you of the outcome in writing.
- If Amex rules against you, you can request that they reconsider, but you cannot appeal to a separate body the way you can with some other card networks.
When to dispute a charge versus contacting the merchant first
If you recognize the merchant and believe the charge is a billing error — a duplicate charge, an incorrect amount, or a subscription you thought you cancelled — contact the merchant's customer service first. Many billing mistakes are resolved in days without involving Amex. Keep records of your communication: emails, chat transcripts, or notes on the date and time you called.
If the merchant does not respond within 7 to 10 days, or if they refuse to correct the error, then file a dispute with Amex. Amex will ask for proof of your attempt to resolve it, so that record matters.
If you do not recognize the charge at all, or if you believe it is fraudulent or unauthorized, file a dispute when ready. Do not wait for the merchant to respond. Amex will investigate whether someone used your card number without permission.
What information Amex will ask for
When you file a dispute, Amex will ask you to describe what happened and provide supporting documents. The exact documents depend on the type of dispute:
- Unauthorized charge: A statement that you did not authorize the transaction, and confirmation that you did not receive a card or allow anyone else to use it. If your card was lost or stolen, report that too.
- Fraudulent charge: Similar to unauthorized — proof that someone else made the purchase. If you have filed a police report, include that.
- Billing error: Proof of the error — a receipt showing a different amount, a cancellation confirmation for a subscription, or a written response from the merchant acknowledging the mistake.
- Goods or services not received: Proof of purchase, proof of payment, and documentation that the merchant did not deliver — emails showing they stopped responding, a tracking number that never updated, or a refund request they ignored.
- Goods or services not as described: Photos of the item received, emails from the merchant describing what you would receive, and proof that what arrived was materially different.
Amex will ask you to upload these documents through your online account or provide them by mail. Keep copies for your records.
The temporary credit and what happens if Amex investigates
In most cases, Amex will credit your account temporarily while they investigate — usually within 5 to 10 business days. This credit is provisional. If Amex later determines the merchant was right, they will reverse the credit and you will owe the amount again.
During the investigation, Amex contacts the merchant and asks them to provide their own documentation: proof of delivery, proof you authorized the charge, or proof you received the goods or services. The merchant has a set time to respond, usually 7 to 10 days.
If the merchant does not respond, Amex often rules in your favor by default. If the merchant does respond with documentation that supports their side, Amex weighs both accounts and makes a decision. This is where the outcome becomes uncertain — Amex will side with whichever party has stronger evidence.
How long the dispute process takes
The investigation period is typically 30 to 60 days from the date you file. Amex will send you written notice of the outcome, either confirming the credit or reversing it. If Amex reverses the credit, the charge goes back on your account and you are responsible for paying it.
Some disputes resolve faster — within 2 to 3 weeks — if the merchant does not respond or if the evidence is one-sided. Others take the full 60 days if both sides provide substantial documentation and Amex needs time to evaluate.
During this period, the disputed charge will show on your account as "pending dispute" or "under investigation." It will not count against your available credit, but it will appear on your statement.
What to do if Amex rules against you
If Amex decides the merchant was right, they will reverse the temporary credit and the charge will remain on your account. You will receive a written explanation of their decision.
You can request that Amex reconsider if you have new evidence — additional documentation, a written admission from the merchant, or proof that contradicts what the merchant submitted. Send this to Amex in writing, referencing your dispute case number. Amex will review it, though they are not required to overturn their original decision.
Unlike Visa or Mastercard, there is no separate appeals process or arbitration body you can escalate to. Amex's decision is final. If you believe Amex made an error, you can file a complaint with the Consumer Financial Protection Bureau (CFPB), but that does not reverse the charge — it creates a record of your complaint.
Protecting your account after a dispute
If the dispute was due to fraud or an unauthorized charge, Amex will typically issue you a new card number. This prevents the fraudster from using your old number again. The new card usually arrives within 7 to 10 business days.
Check your account regularly for the next few months to watch for additional unauthorized charges. If you spot more, report them when ready. If fraud is widespread, consider placing a fraud alert or credit freeze with the credit bureaus (Equifax, Experian, and TransUnion) to prevent someone from opening new accounts in your name.
If the dispute was due to a merchant error or a subscription you forgot to cancel, update your payment information with that merchant or remove your card from their system to prevent future charges.
Frequently Asked Questions
Can I dispute a charge after 60 days?
Amex's standard window is 60 days from the transaction date. After that, you cannot file a formal dispute. However, if you discover fraud much later, contact Amex anyway — they may make exceptions for identity theft or if the fraudulent activity was ongoing and you only recently discovered it.
Will disputing a charge hurt my credit score?
No. Filing a dispute does not affect your credit score. A dispute is a transaction investigation, not a missed payment or delinquency. Your credit report will not show the dispute unless the case goes unresolved and Amex reports it as a delinquent account, which is rare.
What if the merchant is a foreign company or overseas?
The dispute process is the same. Amex will still investigate and contact the merchant, even if they are located outside the United States. However, communication may take longer, and the merchant may be harder to reach. Provide as much documentation as you can to strengthen your case.
Do I have to pay the disputed charge while Amex investigates?
No. The temporary credit Amex provides means you do not owe the amount while they investigate. If Amex later rules against you and reverses the credit, then you will owe it. Until then, you are not responsible for paying a disputed charge.
Can I dispute a charge if I authorized it but changed my mind?
No. Amex will not overturn a charge straightforward because you regret the purchase or changed your mind about a subscription. A dispute requires that the charge was unauthorized, fraudulent, or that the merchant failed to deliver what they promised. If you want to cancel a subscription or return an item, contact the merchant directly and request a refund.