When Cardmembers question items billed to their accounts, American Express^® will 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. The Types of enquiries Table contains enquiry classifications and specific documentation that, depending on the enquiry, may support your claim to a charge. To avoid a chargeback, you must respond by the reply-by date specified in the enquiry letter to establish your position in the dispute.

The enquiry letter provides you with information to help you research the dispute and give specifics about what is required to support your position.

Depending upon the nature of the dispute, you may respond in one of the following ways:

However, if the documentation provided does not support the Cardmember's claim because:

In addition to the traditional paper by post method, you may fax your reply to the number listed on the first page of the enquiry letter, along with the following: