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| Disputes and chargebacks |
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When a Cardmember does not recognise or disputes a transaction, American Express will: |
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- Research the claim using internal documentation or the information provided by the Cardmember.
- Send an enquiry letter to you in order to help resolve the claim. However, under certain circumstances, American Express will debit disputed charges without sending an enquiry letter. Please check your Card Acceptance Agreement for details.
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What to do when you receive an enquiry letter: |
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- You must respond by the specified date, which is preferably within 14 days from the date that the enquiry letter is sent, unless otherwise noted in your Card Acceptance Agreement. If you do not respond by the specified date, you may be charged a no-reply chargeback. (A chargeback is a financial deduction from your American Express account.)
- Fax your reply to us on 01 472 2884. Remember to keep the fax confirmation.
- Mail your complete reply to: Amex (Saudi Arabia) Ltd., Establishment Services, PO Box 6624, Riyadh 11452, Saudi Arabia.
- Your response may be any of the following:
- If you believe that no credit is due to the Cardmember, provide an explanation and supporting documentation, e.g. a receipt signed by the Cardmember with a copy of the original enquiry letter, to help us track the case. If the documentation you provide shows the charge is valid, we will send the appropriate explanation to the Cardmember and ask him/her to pay the charge.
- Issue a partial credit. Explain why you are issuing only a partial credit, with supporting documentation of the transaction and the reason for the partial credit.
- Issue full credit to the Cardmember’s account (or give us the date on which full credit was issued).
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