The following Card Terms and Conditions (T&C) clauses have been amended for the following products:

American Express Personal Credit Cards, clause 2, 6, 15 & 22
American Express Personal Charge Cards, clause 2, 6, 15 & 22
Nedbank SAA Voyager Credit Card, clause 2, 6, 16 & 23
Nedbank Greenbacks Credit Card, clause 2, 6, 15 & 22
Nedbank Small Business Cards, clause 2, 6, 15 & 22
American Express Business Cards, clause 2, 6, 13 & 20
American Express Corporate Cards, clause 2, 6, 13 & 20
How to Guide...

Process a Transaction


Manage your Account


Reduce Fraud


Reduce Chargebacks


Manage Enquiries

How to reduce Chargebacks

Here are four methods you can take to help lower the number of enquiries you receive and reduce the number of chargebacks:

  • Always get an authorisation approval code
    Without it, it is very difficult to support your position if a Cardmember claims a transaction is fraudulent.
  • Respond to enquiry letters on time
    If you wish to contest a Cardmember claim, you must send us supporting material that resolves the dispute by the date displayed on the enquiry letter.
  • Follow Card acceptance procedures accurately
    Always get the Cardmember's name as it appears on the Card, the Card number, and expiry date. If the Cardmember is not present, verify the billing address with American Express.
  • Pay special attention when taking orders by telephone, mail order or the internet
    If you accept such charges, the precise procedures outlined in the Merchant Agreement should be followed and a greater degree of caution should be exercised.
Types of Chargebacks - A Chargeback is broadly defined as a financial deduction from your account.
Submission Chargeback

Results from charges that could not be processed upon submission (e.g. an invalid account number or a non-American Express account)

Non-compliance Chargeback

Issued when a charge does not meet the terms of your Card Acceptance Agreement and the Cardmember disputes the charge or it proves to be otherwise uncollectable.

  • Cardmember account number does not match any Cardmember file on our database
  • Charge was not imprinted or swiped at the time of sale
  • Transaction was submitted 30 days or more after authorisation was received
  • Duplicate processing
  • Transaction did not have a valid authorisation approval code
  • Record of charge did not contain a signature
  • Full magnetic stripe data was not provided
  • Transaction was keyed into the terminal with no imprint
  • Cardmember signature is an obvious misspelling of the name embossed on the Card
Immediate Chargeback
May result from a Cardmember enquiry to us. In this case, we do not send an enquiry to you because we have sufficient information available in-house or from the Cardmember to resolve the dispute
No-reply Chargeback
May also result from a Cardmember enquiry to us. In this case, we send an enquiry to you, but you do not reply within the required 21-day timeframe.
Insufficient reply Chargeback
Issued when a Cardmember enquires about a charge and your reply to the enquiry does not adequately support your claim that the charge is valid.
Authorised Chargeback
Occurs when a Merchant authorises American Express to chargeback the transaction identified in the enquiry.
Customer service Chargeback

When a Cardmember enquires about a charge, American Express first attempts to research the claim using in-house documentation or the information provided by the Cardmember. If the Cardmember's claim is substantiated during this stage, an immediate chargeback is issued. No further clarification is required and no enquiry is sent to you. You can appeal an immediate chargeback if you support the validity of the charge. Chargeback reversals are dependent upon several variables, including legal restraints.

If we send you an enquiry to help resolve the claim, and you do not respond within the 21-day timeframe, or your response does not support your claim to the charge, then you will be charged back for the no-reply or insufficient reply, respectively. We will accept requests to reverse chargebacks if they are issued incorrectly.
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