Consumer Disputes
691 Requesting Support
Details
American Express reason code 691 is used when Amex is requesting additional information or documentation from the merchant in response to a dispute. This is not a chargeback, but rather a formal inquiry giving the merchant an opportunity to defend the transaction before a final decision is made.
It’s a critical step in the dispute process—merchants who respond thoroughly and on time can often avoid a chargeback altogether. Ignoring or delaying a reply may result in an automatic loss of the dispute.
Timing to raise the dispute (Issuer/Cardholder)
Timing to respond to the dispute (Acquirer/Merchant)
How to respond?
Respond promptly with clear, relevant documentation to support the transaction:
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Provide receipts, authorization details, delivery records, or communication logs
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Tailor your response to the reason Amex is requesting support, as outlined in the inquiry
How to prevent?
Set up a system to catch and respond to support requests quickly:
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Monitor dispute notifications daily and assign responsibility to a chargeback specialist or tool
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Keep organized, accessible records of all transactions and customer communications