Advise Cardmembers of your return policy for damaged and unwanted goods or cancellations of any kind. If possible, obtain the Cardmember's signature on the Return Policy.

• Ensure your trading name appears correctly on Cardmember statements. To check we hold your correct trading name, email your American Express Relationship Manager.
• Provide as much detail as possible (like the hotel room number, for example).

• Check if the Card is not altered, damaged or expired.
• Always obtain a valid authorisation code for the full value of the transaction.
• Never split a charge to avoid your floor limit threshold or to skip authorisation.
• Be suspicious of purchases with different delivery and billing addresses, orders for large numbers of identical items, and requests for immediate delivery of expensive items.
• Always prioritise Chip and Pin procedure for chip card. The terminal will give further instruction on how to proceed with the transaction(s).
• Ensure the signature on terminal receipt(s) is matching with the signature at the back of card.

• Ensure you keep all your records of sales and charges for 12 months, including signed receipts for delivery items.
• Provide all supporting documents, as specified in the 'Request for Information' notification, within the stated timeframe

There may be certain circumstances where we will make a chargeback without sending a 'Request for Information' notification or letter (for example, with Merchants who receive a lot of disputes, or where a Cardmember provides proof of a refund that hasn't been processed to their account.