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American Express has various business policies to resolve disputes and identify
non-compliance Chargebacks, as defined by the provisions of your
Agreement with your Agent Bank and American Express. You are subject to Chargebacks as permitted under
our operating policies and procedures, which may be amended from
time to time.
- American Express recognises the Merchant and the Cardmember as customers of equal value to American Express.
- Our dispute and Chargeback handling is consistent with the provisions of your agreement with your Agent Bank and American Express.
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The Cardmember enquiries and disputes process: |
- We will review the Cardmember enquiry/dispute and may request further information from you (Information Retrieval Request). We will itemise what information you need to provide to us and you must respond within 25 days.
- If the Cardmember provides sufficient evidence to support their claim, we reserve the right to issue a Chargeback Notification to you immediately.
- Should we issue a Chargeback Notification, it will include the Chargeback reason, transaction details and copies of the Cardmember documentation where appropriate. We will itemise what information you need to provide us.
- If you agree that the Chargeback is valid, the amount of the Chargeback will be deducted from your Agent Bank's next payment to you.
- If you dispute the Chargeback, you will have 25 days in which to provide us with the necessary documentation to support your position.
- If you submit the documentation requested it will be sent to the Cardmember and your account will be re-credited to your Agent Bank, if necessary.
- If the Cardmember continues to dispute the transaction and is able to provide further
documentation in support of their claim, we reserve the right to issue you with a
Final Chargeback Notification and the amount of the Chargeback will be deducted from your Agent Bank's
next payment to you.
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View About the Company, Web Site Rules and Regulations, Trademarks and Privacy Statement. Copyright © 2002 American Express® Company. All Rights Reserved. Users of this site agree to be bound by the terms of the American Express® Web Site Rules and Regulations. American Express International, Inc., 18th Floor, Cityplaza 4, 12 Taikoo Wan Road, Taikoo Shing, Hong Kong. American Express Bank Ltd., 36th Floor, One Pacific Place, 88 Queensway, Hong Kong. |
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