When Cardmembers question items billed to their accounts, American Express is required by law
to respond within strict time limits. When additional information is required from you to resolve
the issue, we will send you an enquiry letter.*
You will receive an enquiry only when we do not have sufficient information
in-house to resolve the Cardmember's enquiry. If you do not agree the Credit is due, you must support your position.
To avoid a Chargeback, you must respond by the reply-by date specified in the enquiry letter to
establish your position in the dispute.
*In certain circumstances, American Express debits disputed Charges without sending an enquiry letter. Please check your Agreement with American Express.