Manage Disputes Online

Video opens with illustration of three merchants managing their disputes online through their Online Merchant Account.

Voice over:

"Disputes are about as much fun as anything else that interrupts your day and gets in the way of getting business done.

But there's a simple way to deal with them. And it's all right there in your American Express Online Merchant Account - less phone calls, less faxess... just support, plus an easy way to help manage chargebacks.

It's all in one, simple central location, where you can upload documents to respond to new disputes, track open dispute cases throughout the entire process, and get email updates along the way—so you can get back to business. Here’s how.

When you log into your Online Merchant Account, select “Disputes” to see all your inquiries and chargebacks at once. The disputes that need the most attention and require a response are right up front, but you can view, filter, and follow each dispute—you just click the case you want for more details.

You can also customize the view to fit your personal preferences... And if you select a case number on the list, it’ll take you to the details page, where you can view specific dispute information.

You can even see the response timeline.

Now, when you click “respond to a dispute,” a window will open, and you can choose how to respond to the Card Member’s claim. Then select “continue,” which takes you to the response page.

If you don’t agree with the claim, you can attach relevant files, supporting documentation, any itemized details.

Then simply hit “Submit Response” and you’re done.

If you need to find a specific dispute quickly, you can search by case number, reference number, or a number of different options.

And you can download a report to see all the details in a spreadsheet.

Disputes management in your Online Merchant Account—a quick and convenient way to stay ahead of dispute details, so you can stay on top of your business.