The dispute button is in the Amex mobile app under "Transactions," or on the website under "Account Services" after you select the transaction
American Express does not call it a "dispute button" — the company uses the term claim. On the Amex website, log in, go to Account Services, find the charge you want to challenge, and select "Report as Claim." In the mobile app, open Transactions, tap the charge, and tap "Report Claim." Both routes open the same form where you describe why the charge is wrong.
The form asks you to pick a reason: the merchant charged you twice, the amount was wrong, you returned the item, the merchant never sent what you ordered, or you don't recognize the charge at all. Amex then investigates on your behalf and typically reaches a decision within two billing cycles. During that time, the charge stays on your account — Amex does not remove it while investigating, though you can request a temporary credit if the amount is large.
Key Takeaways
- You can start a claim through the Amex website (Account Services) or the mobile app (Transactions menu) by selecting the charge and choosing "Report as Claim."
- Amex asks you to choose a reason for the claim — duplicate charge, wrong amount, returned item, item not received, or unrecognized charge — and describe what happened.
- The investigation typically takes up to two billing cycles, and you can request a temporary credit while Amex investigates if the charge is substantial.
- You will need to provide documentation such as receipts, emails from the merchant, proof of return, or a statement that you never authorized the charge.
- If Amex rules in your favor, the charge is removed; if not, you can escalate to a chargeback through your card network, though this is a separate process.
What documentation Amex will ask for
When you file a claim, Amex will ask you to upload or describe supporting documents. The exact documents depend on your reason for the claim. If you say the merchant charged you twice, you need two receipts or transaction confirmations from the same merchant on the same day. If you say the amount was wrong, bring the receipt showing what you actually paid and the charge showing what Amex processed.
For a returned item, Amex wants proof you sent it back — a tracking number from the carrier, a receipt from the return, or an email from the merchant confirming receipt. For an item you never received, you need the original order confirmation and proof the package never arrived (a tracking number showing "delivery attempted" or "returned to sender"). For an unrecognized charge, you need to state clearly that you did not authorize it and provide any evidence that the merchant is not legitimate — a scam report, a notice from your bank, or a police report if you believe you were defrauded.
Amex may ask follow-up questions by email or phone. Respond as quickly as you can, because delays in providing documents can slow the investigation or result in Amex ruling against you.
The difference between a claim and a chargeback
A claim is what you file with Amex directly through your account. Amex investigates and decides whether the merchant or you is right. A chargeback is a formal dispute filed through the card network (Visa, Mastercard, American Express) if Amex's decision goes against you or if you want to escalate. Chargebacks have stricter rules and higher standards of proof, and they can damage your relationship with the merchant or result in the merchant suing you for the amount.
Start with a claim, not a chargeback. Amex handles most disputes at the claim level and resolves them faster. File a chargeback only if Amex denies your claim and you believe the decision was wrong, or if the merchant is clearly fraudulent and you want the card network to intervene.
How long the investigation takes and what happens next
Amex typically completes its investigation within 30 to 60 days (two billing cycles). You will receive a letter or email with the outcome. If Amex finds in your favor, the charge is removed from your account and you owe nothing. If Amex finds against you, the charge stays and you remain responsible for paying it.
During the investigation, the charge does not disappear from your statement, but you can request a temporary credit if the amount is large enough to affect your ability to pay your bill. Ask Amex for a provisional credit when you file the claim. Amex may grant it, but you are not may have access to to one — the decision depends on the strength of your claim and Amex's assessment of the merchant.
What to do if Amex denies your claim
If Amex rules against you, you have the right to escalate to a chargeback. Write to Amex in writing (not by phone or email) and request a chargeback, explaining why you believe Amex's decision was wrong. Include any new documents or information you did not provide during the claim investigation. Amex will forward your case to the card network for a second review.
Chargebacks are more formal and take longer — typically 60 to 90 days. The merchant has the right to fight back with their own evidence. If the chargeback is approved, the charge is removed. If it is denied, you owe the money and the merchant may pursue collection or legal action. Use chargebacks only when you are confident you are right, because they can escalate the dispute significantly.
Disputes for fraud or unauthorized charges
If someone else used your card without permission, report it to Amex when ready by phone (the number is on the back of your card) rather than waiting to file a claim online. Amex treats unauthorized charges differently — you are not liable for fraudulent transactions under federal law, and Amex will investigate faster if you report it as fraud rather than as a regular dispute.
When you call, tell Amex which charges are fraudulent and ask them to cancel your card and issue a replacement. Amex will send you a new card within 7 to 10 business days. The fraudulent charges will be removed while Amex investigates, and you will not be billed for them. If you wait to report fraud through the online claim form, the process takes longer and you may be held liable for some of the charges depending on how quickly you report.
Frequently Asked Questions
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. You must have a specific reason — the merchant charged you the wrong amount, sent you something different from what you ordered, or never sent anything at all. If you ordered something and then decided you did not want it, contact the merchant directly to request a refund or return.
What happens to my credit score while Amex investigates?
The claim itself does not affect your credit score. Your score is based on your payment history, credit utilization, and other factors. However, if you do not pay your bill while disputing a charge, that missed payment will hurt your score. Pay the rest of your bill on time even if you are disputing one charge.
Can I dispute a charge after more than 60 days?
Amex allows you to file a claim up to 120 days after the charge appears on your statement. After 120 days, you cannot file through Amex, but you may still be able to file a chargeback through the card network within a longer window. File as soon as you notice the problem rather than waiting.
What if the merchant goes out of business before Amex investigates?
Amex will still investigate and may still rule in your favor. If the merchant is no longer in business, they cannot respond to Amex's inquiry, which often works in your favor. Amex may approve your claim based on your evidence alone. If Amex denies it, you can escalate to a chargeback.
Do I have to pay the disputed charge while Amex investigates?
You are technically responsible for the charge until Amex rules otherwise. However, you can request a temporary credit so you do not have to pay it while the investigation is pending. Whether Amex grants the temporary credit depends on the strength of your claim. If Amex denies your claim later, you will owe the charge plus any interest that accrued.