DISPUTED ITEMS
What if I have a disputed charge?
First, try to resolve it with the vendor on your own. If the dispute remains unresolved, fill out a form and fax it to the toll-free number on the bottom of the form within 60 days of the post date.
(Do not allow a merchant to drag the process out past 60 days of the post date. It generally should take no more than 7 to 10 days for a merchant to issue a refund. When seeking a refund from a merchant, ask the merchant to fax a copy of the refund/credit receipt to you. Receiving a copy of the credit receipt will help ensure a refund will be received.)
Where do I locate the Disputed Items form?
The Disputed Items form can be found . In addition, you can complete the process online at .
If a transaction is not recognized or disputed, must I update it in Concur?
Yes, update any disputed charge as follows:
Charge the disputed transaction to the 796900 Natural Account Code. List a description of the item under ‘Description’ as Disputed Item. Add comments explaining why and how the item is being disputed (i.e., Contacted the vendor because I was charged twice – vendor to issue a credit).
The above steps will allow you to track disputes and credits. The transaction must be updated even if it is being disputed. Failure to update a transaction will not prevent your account from being charged.
Will a refund (credit) appear in Concur?
Yes, refunds post to Concur.
How do I update a refund appearing in Concur for a disputed item?
When the credit is issued for the disputed item, place it back into the 796900 Natural Account Code to offset the original charge. List the description as a credit for a disputed item and add the description of item, if known.
Note: All refunds should be updated to the same accounting codes where the original charge was allocated. They will offset to $0.
Do I need to complete any follow-up after I file a Disputed Items form with American Express?
Yes, if a cardholder disputes an item, they must ensure the refund is received for the disputed charge. The refund should post to Concur. This credit should generally appear within 30 days of submission of the Disputed Items form.
If a refund is not received, contact the PCard Administration. This could mean the bank did not receive the form, or needs additional detail. It is recommended if faxing the Disputed Items form to American Express, keep the faxed form as proof of timely submission within 60 days of the post date.
If a Disputed Items form is completed requesting a copy of the sales draft (receipt), American Express will return a copy within 60 days. If the charge is still disputed, a second Dispute must be made with the bank within 10 days of receiving a copy of the sales draft (receipt) from the card provider. Be cautious to act within the required time spans to be sure a refund will be received.
Where do I find the reference number requested on the Statement of Disputed Items?
It is located in both Concur and NetService. It is also listed with the transaction on the cardholder’s monthly statement. This 23 digit number is unique to each individual transaction and is assigned by American Express.
How long do I have to complete a Statement of Disputed Items?
A Statement of Disputed Items should be completed as soon as possible and within 60 days of the post date.
If a Disputed Items form is not filed within 60 days of the post date, our card provider will no longer intervene. American Express will honor a Statement of Disputed Items if received within 60 days of the post date, unless the merchant can prove the charge should remain on the cardholder's account. After 60 days, we are at American Express' discretion on whether a refund will be applied, so submit the Statement of Disputed Items form promptly. If the charge cannot be substantiated by the cardholder, a refund will need to be received from either the supplier or the cardholder.
Do I need to reconcile Natural Account Code 796900?
When placing items in Natural Account Code 796900 in Concur for disputed items, the final result should be $0 to the general ledger. Basically, the original charge and a credit for the amount of the purchase should offset each other and end in a $0 balance. It is the department’s responsibility to ensure credit is received from the supplier or outside source, when due.
If I submit a Disputed Items form to American Express and later determine the charge is legitimate, what should I do?
If an item is disputed initially and later determined to be a valid purchase, an Accounting Correction Form should be submitted to move the charge from disputed "Natural Account Code 796900" to the appropriate Natural Account Code and provide a description of the item purchased, along with the who, what, when, where, and why information for travel and entertainment related purchases. In addition, the Comments section for this charge should be updated with this information.
If both the bank and the merchant issue a refund, what should I do?
If both the bank and merchant issue a refund, American Express will recharge your account to reverse the refund. When the charge posts in Concur allocate to the same accounting codes as the refund. The Charge will offset the refund to $0.
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