Responding to a Dispute:
Agreeing with the Card Member's claim and issuing a full refund
If you choose to agree with the Card Member's claim, you can authorize a refund or chargeback for the amount disputed by:
- Telling us how you want to refund the Card Member
- Authorize American Express to issue a chargeback
- Issue a credit to the Card Member Directly
- Authorize American Express to issue a chargeback
- Sharing comments about the dispute
You will need to verify your response by entering your initials
Once all details are provided, click "Submit Response."
![Screenshot of steps to submit response and provide a full refund](/content/dam/amex/us/merchant/Support-Center-disputes/disputes-respondagree-1.png)
Contact Us
Live Chat
Click the 'Chat' button once you login to your account to chat with a member of our service team.
Call Us
Our customer care representatives will assist you Mon-Fri, 9:00am to 6:00pm NZ.