Lesson 8: Amex Chargebacks

Amex Chargeback notifications usually come through Task Manager where you can access the portal via the task however, you can also log in here.

Username: Fraudbusters

Password: Cheese02!!!

You will need a ‘One-time pass code’ – this will be sent to Outlook to the Fraudbusters email group and takes a minute or two to come through. Please note: Similar to PayPal, the Amex portal will log you out if there’s no activity in 5 minutes.

Once logged in to the Amex portal, you will see a list of cases requiring a response and a summary at the left-hand side of open and closed cases.

Select the case number you want to look at (or the one that corresponds to the TM task), and you will see the case summary, as below.

If you need the order number for COA3, you will find it further down the page under the summary listed as ‘ROC Invoice Number’.

To respond to the case, use the blue ‘Respond to this Dispute’ button on the top right of the summary page. You will have the option to not agree with the card holder (dispute the chargeback) or agree with the cardholder (accept the chargeback).

If you need to view previous activity in the case, you can select the ‘View timeline Details’.

Providing evidence to dispute the customer’s chargeback:

Select the ‘I do not agree with the customer’ and you will be able to submit evidence to show why you are disputing this.

-          Create a word document with your evidence i.e. proof of delivery, proof of refund etc. Include the order summary screenshot from COA3 showing the delivery address and any other relevant information to dispute the case.

-          Save this under the customer’s name and order number as a PDF document before submitting in the portal

-          Save the evidence in the below folder:

You can then submit your PDF evidence in the portal and a supporting comment. Pop your initials in the box before completing.

Accepting a chargeback:

You will be asked to write a comment to explain why you are making this decision and asked to submit your initials. You can then use the ‘Submit Response’ button to complete the response.

Once submitted - you will see this confirmation page

Remember to log what action you have taken on COA3 and tick the Chargeback received button.