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American Express chargebacks

Learn about the American Express chargeback process and the guidelines to dispute a chargeback.

The American Express chargeback flow:

  1. Optional: Request for Information
  2. Information Supplied
  3. Notification of Chargeback
  4. 1st Chargeback
  5. Information Supplied
  6. Chargeback Reversed

American Express flow

Request for Information (RFI)

The American Express chargeback process starts with a Request for Information (RFI). You can fulfill this request by uploading the necessary documents within 14 days. Each RFI has its own dispute reason, it can be either a fraud analysis, cardholder doesn't recognise charge, goods/services not received, etc.

Majority of the American Express dispute reason codes and compelling evidence are similar to the reason codes for Mastercard and Visa.

If an RFI is not fulfilled, it results in a chargeback where your account is debited and there is no option to defend.

Information Supplied

Adyen received the supporting documents and forwarded them to the scheme. It is no longer possible to change these documents.

Notification of Chargeback

A Notification of Chargeback (NoC) may follow from a Request for Information (RFI), or occur immediately after the transaction payment status is set to Settled or Refunded skipping the RFI step. It usually occurs a couple of days after the NoC, and has a financial impact. At this stage money is withdrawn from your account, since the dispute process has started.

1st Chargeback

In certain circumstances American Express debits your account without sending a Request for Information. For example, high enquiry rates (high chargeback levels) ora high level of fraud in a risky business environment. In those cases the transaction is charged back and there is no defense option, such as uploading documents.

If you wish to dispute the chargeback, contact your account manager or the Adyen Dispute Team with all the valid transaction information within 14 days of receiving the chargeback. Adyen reviews the documents and contacts American Express if the chargeback is invalid. If the documents are insufficient and the charge is a fraud, Adyen does not proceed and you have to accept the chargeback.

Information Supplied

Adyen received the supporting documents and forwarded them to the scheme. It is no longer possible to change these documents.

Chargeback Reversed

The issuer has reviewed the defense. If they accept it, this is the final status. The Chargeback reversed journal is booked. The disputed amount will be transferred to your account.

For a list of American Express dispute reason codes, see Dispute reason codes.