Customer says they didn't authorize the charge

The notice from your payment company carries a due date. Respond before the date on that notice. Your payment company sets it, and it comes before the card network's own limit.

Amex names F24 "No Card Member authorization". The cardmember denies taking part in the charge, and Amex has not been shown proof that they did. Amex lists lost and stolen cards, card numbers used by someone else, and mail, phone or online orders the cardmember says they never placed.

Check the code before anything else

Both codes can cover an online or phone sale, and they are one character apart, so read the code on your notice twice. Amex's card-not-present code, F29, accepts a far longer list of evidence, from delivery to the billing address to an earlier undisputed order on the same device. The response that fits one misses what Amex asked on the other.

What the issuer is looking for

Amex's dispute guide lists a single response to an F24: proof that you had already processed a refund that offsets the charge. If you refunded the order before the chargeback, that record answers the case, so send it with the date and amount.

Amex may ask before it charges back. When it cannot settle a fraud claim from what it holds, it sends a fraud inquiry asking for the charge record, plus a card imprint for an in-person sale, or for a remote sale any contract and proof of delivery with the full shipping address. An F24 tells you Amex did not find the cardmember's part in the sale in what it had, so if a fraud inquiry reaches you, answer it in full by its due date.

How we help

We draft F24 responses from the records Amex works from: any refund already processed against the charge, the charge record, and for a remote sale the contract and proof of delivery to the full shipping address. If you have received one, your first response is free. Try free.