Won My First Amex Dispute After Losing Every Previous One
Might be a miracle, but I just won my first Amex dispute.
For context, I run a business that sells digital products, mainly ebooks, and my terms of service include a no-refund policy. However, on rare occasions, some customers still open disputes in order to get a refund.
I’ve lost all of my previous Amex disputes that are similar to this one, and I didn’t do anything particularly special this time. I submitted the usual evidence:
- The no-refund policy from my terms of service
- A screenshot showing that the customer had to check a box agreeing to the policy during checkout
Somehow, this one was accepted. Not sure if there was anything unique about this case. It also took a long time to resolve (about 2.5 months after I submitted the evidence). On the other hand, I’ve had more success countering Visa and Mastercard disputes.
Is it true that Amex always sides with the customer in disputes?