The cardmember has told Amex they did not make or allow this online, phone or mail-order purchase, or did not receive or benefit from it.
Got one of these? Forward it and get your first letter free.
The notice from your payment company carries a reply-by date. Reply before the date on that notice. Your payment company sets it, and it comes before the card network's own limit.
What the issuer is looking for
Amex wants to know whether the real cardmember made the purchase, received it or benefited from it. Many did, and those cases are winnable, because Amex publishes the evidence it accepts on an F29 and sorts it by what you sold. A reply built on the right list for your sale gives Amex what it asked for.
Evidence that wins, by what you sold
Physical goods
Any one of these answers the claim.
- Decisive: proof of delivery to the cardmember's billing address.
- Decisive: an address check (AAV) that passed at authorization, with the order shipped to that verified address.
- Decisive: a shipping address the same customer used on an earlier order they did not dispute.
Digital goods
Amex asks for all three of these, then at least 3 more from the list below them.
- Required: the cardmember's name on their account with you.
- Required: what they bought, and when they downloaded or used it.
- Required: an earlier undisputed order on the same card and device, with the device ID, IP address and location saved on their account.
- Plus 3 of: an address or security-code match, a verified login on or before the purchase date, their password captured at checkout, and a phone number or email on their profile.
Subscriptions started on your website
Amex asks for all four.
- Required: the agreement the cardmember accepted.
- Required: proof they signed up on your site or app on or before the charge date.
- Required: proof they received the service.
- Required: an earlier payment on the subscription that was not disputed.
What not to do
You cannot refund the charge to make the dispute go away. Stripe and Shopify block refunds once a chargeback is open, and the disputed amount has already left your balance. Delivery to an address other than the billing address does not meet Amex's delivery test on its own, so pair it with an earlier undisputed order to the same address. Don't call the cardmember a liar; give Amex the records and let them decide it.
Get your letter
Sign up with your business email, then forward the F29 notice from that address to forward@representments.com. Your first letter is free. It comes back as a Word document within 48 hours, written for this code and your business, and you submit it through your payment company yourself. Start with a free first letter.
Official source: Amex rules. Last reviewed 2026-10-04.