Amex Questionnaire
| Which of the following would you like to report? | Which of the following best describes the reason for your dispute? | Claim Reason |
|---|---|---|
| I made this purchase, but there is a problem and I need to dispute it. | I haven't received merchandise or a service I purchased. I canceled or returned the merchandise or service and have not received the expected credit. I have an issue with a recurring transaction on my account. I am dissatisfied with the merchandise or a service I received. | Charged More Than Once Merchandise or Service Not Received Canceled or Returned Merchandise or Service Canceled Recurring Merchandise or Service Issue Charged or Credit Incorrectly |
| I did not authorize this transaction. I suspect fraud. | Lost Stolen Card Not Received Card Secure | |
| I had an issue while using my card at an ATM. | I did not receive cash or received partial cash at an ATM. My ATM deposit did not post to my account or posted for the wrong amount. | Dispensed Wrong Amount Deposited Wrong Amount Did Not Post |
I was charged more than once.
Is the valid transaction on this same account?
Yes
No
Is the other transaction on a (bank name) Card?
Yes
No
Is the dispute regarding airline tickets?
Yes
No
Does this dispute involve voided airline tickets, where you are waiting for a credit?
Yes
No
Do you have airline ticket numbers for each charged transaction?
Yes
No
Did you attempt to resolve with the merchant?
Yes
No
Do you have any additional information to provide about this dispute?
Yes
No
I haven't received merchandise or a service I purchased.
Are you disputing the total amount of the transaction?
Yes
No
What was not received?
Merchandise
Service
Is the expected receipt date for the merchandise or services known?
Yes
No
Has it been confirmed that the merchant will not provide the merchandise/services? (ie. Merchant is no longer in business)
Yes
No
Did you attempt to resolve with the merchant?
Yes
No
Do you have any additional information to provide about this dispute?
Yes
No
I canceled or returned the merchandise or service and have not received the expected credit.
Are you disputing the total amount of the transaction?
Yes
No
What was purchased?
Merchandise
Service
Did you cancel?
Yes
No - Service
No - Merchandise
Was the service refused?
Yes
No
No-show charge questions for Services dispute
Yes
No
Was the merchandise received?
Yes - Refused
Yes - Not refused
No - Refused
No - Not refused
Returned Merchandise questions
Were you provided a credit voucher, voided transaction receipt or refund acknowledgment?
Yes
No
Did you attempt to resolve with the merchant?
Yes
No
Do you have any additional information to provide about this dispute?
Yes
No
I have an issue with a recurring transaction on my account.
When did you cancel?
How did you cancel?
Was a cancellation policy provided?
Yes
No
Did you attempt to resolve with the merchant?
Yes
No
Do you have any additional information to provide about this dispute?
Yes
No
I am dissatisfied with the merchandise or a service I received.
What is the issue with the merchandise or service?
The merchandise is damaged or defective.
The merchandise has a quality issue.
The service has a quality issue.
The merchandise or service is not as described.
The merchant violated local laws or regulations.
Yes
No
Did you return the merchandise?
Yes
No
Were you provided a credit voucher, voided transaction receipt or refund acknowledgment?
Yes
No
Did you attempt to resolve with the merchant?
Yes
No
Do you have any additional information to provide about this dispute?
Yes
No
I was charged or credited incorrectly.
I was charged the wrong amount.
Yes
No
I should have received a credit but was charged again.
The transaction was presented late.
I was charged incorrectly as a result of a currency conversion.
I was charged for a no show reservation or advance deposit transaction incorrectly.
Yes
No
I was charged for loss, theft, or damages in addition to the service.
Yes
No
The issuer identified the transaction was presented on the wrong account.
The issuer received a transaction on an unassigned account number.
Did you attempt to resolve with the merchant?
Yes
No
Do you have any additional information to provide about this dispute?
Yes
No