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We・ve put together answers to the most frequently asked questions. Simply click on the appropriate category below.

Q. American Express? Do my customers carry it?
A. American Express is increasingly becoming a popular Card with consumers, small businesses and corporations. American Express Cardmembers are repeated, loyal and affluent customers. They are high spenders, with an average spend that is 40% higher than that of Non American Express Cardmembers in Hong Kong1. When you put this together with our strong Corporate Card presence and our traditional Consumer Cards, it means there・s a more diverse and larger range of people who carry our Cards.

Q. My competitors don・t accept it. Why should I?
A. American Express offers an opportunity for Merchants to attract and retain great customers. 35% of our Cardmembers earn more than HK$480,000 a year.2 What・s more, American Express Cardmembers actively seek out accepting Merchants, which gives your business the chance to stand out from the rest.

Q. How quickly am I paid for my American Express transactions?
A. This will vary, with some Merchants receiving payment in two business days. Your payment timeframe is also dependent on your agreed payment plan.

Q. Why do you pay net? Other Card issuers don・t.
A. Net payments means we pay for the American Express charges, less the amount of the Merchant fee. We find this is a simpler way of doing business, which means we are not regularly deducting fees from your bank account. We also provide online or paper-based reporting in an effort to make reconciliation and reporting easy for your business.

Q. How will you help me attract American Express Cardmembers?
A. By placing the American Express decal or other Point of Purchase (POP) materials at your location, you will attract the attention of American Express Cardmembers who actively seek out accepting Merchants. We also offer a variety of products and services to help you attract more Cardmembers including, in some cases, marketing support programs. If you want to know more, you can call us at 2277 2277 (Monday to Friday, 9:00am-6:30pm) (except public holidays).

Q. I am already an American Express Merchant. How do I find my Merchant number?
A. Your Merchant number can be found on the top right-hand side of your statement. It is a ten digit number, beginning with the digits 981 (Hong Kong Merchants only).

1.Hong Kong American Express Cardmembers report spending on average 40% more than Hong Kong Non-Cardmembers on all credit cards in a typical month.
2. 35% of Hong Kong American Express Cardmembers report an annual household income of HK$480,000 or more, relative to 18% of Hong Kong Non-Cardmembers. 

Source: American Express commissioned internet panel survey conducted in December 2015-January 2016 based on purchases made in the 6 months prior to the survey.

Q. How do I let you know about changes to my details?
A. Please call our Merchant Services Hotline on 2277 2277 (Monday V Friday, 9am to 6:30pm) (except public holidays).

Q. I have other business locations where I would like to accept American Express Cards. What do I need to do?
A. Call our Merchant Services Hotline on 2277 2277 (Monday V Friday, 9am to 6.30pm) (except public holidays).

Q. How do I make sure that my terminal accepts American Express Cards?
A. Call your terminal provider and request that your terminal be programmed with your American Express Merchant number, or call our Merchant Services Hotline on 2277 2277 (Monday V Friday, 9am to 6.30pm) (except public holidays).

Q. My terminal is asking for authorization of a transaction. Who do I call?
A. Call our 24-Hour Authorizations Hotline on 2277 1000. They・ll need your Merchant number, Card Account number, and the amount charged.

Q. My terminal is displaying a fault message. Who do I call?
A. Call your terminal provider and quote the reference letter which appears on the terminal screen. If it is an American Express terminal, please call our 24-Hour Authorizations Hotline on 2277 2100.

Q. My terminal is set up for chip & PIN. Can I still accept Signature Cards?
A. Yes, you should accept all Cards, regardless of whether they have a Chip or not. If a customer presents a Card without a chip, swipe it and follow the instructions, your terminal will then request a signature.

Q. The Card has no chip on it. What should I do?
A. Swipe the Card. Your terminal will instruct you on how to process the Card, and then prompt you for the Cardmember・s signature.

Q. A Cardmember claims not to know, or to have forgotten, their PIN. Should I proceed?
A. You may proceed if you wish, but cautiously. Select PIN bypass and your terminal will let you know whether the Card issuer will allow the Cardmember to sign for the transaction.
If PIN bypass is allowed:
provided you have followed the correct authorization and signature checking procedures, you・ll not be liable if the transaction turns out to be fraudulent.
If PIN bypass is not allowed:
the transaction will be declined, and you must not allow the Cardmember to sign. If you do, you・ll be liable if the transaction turns out to be fraudulent. If in doubt, always follow the instructions given to you by your terminal.

Q. How does American Express pay my business?
A. We'll pay the net amount we owe you. We arrive at this amount by deducting our Merchant Fee on each transaction prior to settlement. We may also offset any adjustments to your Account, such as credits, refunds or Chargebacks.

Q. When does American Express pay my business?
A. To find out when we pay your business, please review your Merchant Payment Plan. If you can・t find your Merchant Payment Plan, you can request details by calling us at 2277 2277(Monday V Friday, 9am to 6:30pm), (except public holidays).

Q. Does American Express offset any adjustments to my Account?
A. Yes, we may offset any adjustments like credits, refunds or Chargebacks prior to settlement.

Q. In what situations will I owe to Amex? Will I need to pay?
A: There may be times when your Account is in debit. Reasons for this may include:
        •   Refunds you have made to Cardmembers.
        •   Outstanding fees.
        •   A Chargeback debited to your Account following a disputed transaction by a Cardmember.

Q. How do I settle any money I owe American Express?
A. When you submit transactions, we・ll deduct what you owe us from the next payment(s) we make to your business. In situations where those payments are not sufficient to clear the outstanding amount, we・ll contact you to make other arrangements for settlement.

Q. Why am I being deducted the full amount when I process a refund?
A. Whenever a refund takes place, American Express will retain the Merchant fee that was charged to your Account. The fee that we retain is the Merchant Discount Rate. American Express serves as the intermediary between your establishment and our Cardmembers regarding customer disputes and returns. In this capacity, we need to handle credit transactions through our network, as well as respond to questions about credit issues as necessary. Processing these transactions incurs a cost to American Express and this cost is reflected in the Merchant Discount Rate.

Q. Is there a fee for reconciling my payments online?
A. There is no fee for this service.

Q. What is a dispute?
A. A dispute occurs when a Cardmember notifies American Express about a charge on their Statement which they don・t recognise, and then request further information.

Q. What is a Chargeback?
A. A Chargeback occurs when, after investigating of a dispute, we debit your Account by the amount of the disputed transaction and credit the Cardmember.

Q. Will I be notified of a dispute or Chargeback?
A. If a Cardmember questions a charge, and the data we hold is insufficient to resolve the issue, we may send you a "Referral Request letter". In certain circumstances, for example, with Merchants who receive a lot of disputes, or conduct transactions in what we consider to be risky business environments, we make a Chargeback without sending a "Referral Request letter". If any enquiry results in a Chargeback to your Account, we will notify you accordingly.

Q. What is a "Referral Request letter"?
A. When we・re unable to resolve a dispute using our own data, we may send you a "Referral Request letter". This outlines the reason for the dispute and specifies the documents we require from you. Please ensure that you respond fully before the requested date indicated on the letter.

Q. What do I do when I receive a "Referral Request letter"?
A. Please fax it to the number indicated on the letter, with all required details, before the reply-by date indicated on the letter or email to art.hk@aexp.com. If we do not hear from you by that date, regretfully, we will have to deduct the amount of the concerned transaction from your Merchant Account, and then close the dispute.

Q. What happens once I have responded to the "Referral Request letter"?
A. Provided you have sent us everything we requested, we will investigate the dispute further. Depending upon the result of our investigation, we・ll either ask the Cardmember to pay the charge, or debit the amount (Chargeback) from your Account. Please note, we always make a Chargeback if:
    •   You do not send us all the information requested in the "Referral Request letter".
    •   You do not respond to the "Referral Request letter" by the date indicated on the letter.
    •   The disputed charge has been resolved in favour of the Cardmember.

Q. How do I avoid disputes and Chargebacks?
A. There are steps you can take to minimise the chances of a dispute and Chargeback happening. For example, you should:
    •  Keep all records of sales and charges. Ensure your trading name appears correctly on
        the Cardmember・s Statement. To verify the trading name we are quoting on Statements is correct,
        please call our Merchant Services Hotline on 2277 2277 (Monday to Friday, 9:00am-6:30pm)
        (except public holidays)
    •  Help the Cardmember to remember the transaction. Provide as much information as possible to
        remind them of the transaction (the hotel room number, for example).
    •   Clearly advise Cardmembers of your returns policy for damaged or unwanted goods, and your
        cancellation policy.
    •   Check every Card carefully. Make sure it hasn・t been altered or damaged and has not expired. If it・s
        not a chip & PIN Card, ensure the signature matches the one on the Card.
    •   Never split a charge to avoid your floor limit, or to skip authorization altogether.

Q. Who can I contact about a dispute or Chargeback?
A. Call our Merchant Services Hotline on 2277 2277 (Monday to Friday, 9:00am-6:30pm) (except public holidays) for further information.

Q. What is fraud, and how does it affect me?
A. Fraud takes many forms, like stolen and counterfeit Cards, for example. These days, it・s likely you・ll have to deal with attempted fraud at some point, so it is important that you recognise the telltale signs to avoid being a victim of fraudulent transactions. If you・re slow to react, it can result in loss of goods and revenue through Chargebacks.

Q. What should I do if I suspect a Card is stolen, or is a counterfeit?
A. Please hold onto the Card, and call our 24-Hour Authorizations Hotline on 2277 1000 We・ll need your Merchant number, and the Card Account number.

Q. How can I avoid fraudulent transactions?
A. Vigilance is most important in avoiding fraudulent activity, whichever type of transaction you・re dealing with.

1.  When you are face-to-face with the customer:
       •   Only proceed if the customer is in possession of the Card.
       •   Check the Card has not expired, or been altered or damaged.
       •   Carefully compare the customer・s signature on the receipt with the signature on the Card.

With the Chip enabled cards, you are protected against fraudulent activities and you can enjoy the highest level of security when transacting on your terminal. The microprocessor chip on the Chip Card is protected by cryptographic encryption, which prevents its contents from being replicated.

2.  When the customer is not with you (mail, telephone or internet orders):
       •   Only send merchandise to the billing address on the Card, and obtain a signed proof of delivery.
       •   If you are doing internet transactions, please ensure that your internet checkout is secure, with
            industry-standard encryption. Contact your Payment Gateway provider if you are unsure about
            the security level of your checkout.

Q. How can you help me attract more American Express Cardmembers?
A. We offer a variety of products and services to help you attract more American Express Cardmembers. These include Point of Purchase promotional materials as well as marketing support programmes such as Selects.

Q. What is American Express Selects®?
A. American Express Selects is a renowned global network usage platform with the purpose of driving sustainable incremental business volume toward participating Merchants. Selects programmes are applicable to all American Express Cardmembers. Selects is a marketing tool for dining, retail and travel establishments.

Q. How do I place an offer on the American Express Selects website?
A. To take part in the Selects programme, Merchants will need to call our Merchant Services Hotline on 2277 2277 (Monday to Friday, 9:00am V 6:30pm) (except public holidays) or call your Account Manager.

Q. What would I need to provide/submit to American Express when I decide to participate in Selects?
A. You will need to provide us with your company logo as a JPEG or TIFF file, or a high-resolution EPS file, and high res images/visuals, plus offer mechanics to your Account Manager or call our Merchant Services Hotline on 2277 2277 (Monday to Friday, 9:00am V 6:30pm) (except public holidays).

Q. How long will it take to publish my Selects offer on the website?
A. Upon approval of your Selects offer, with all images/logos submitted, it will take 4 to 6 weeks to appear on the website.

Q. Can I promote my Selects offer on my website?
A. Yes, you can promote your offer for American Express Cardmembers on your website, but you・ll first need to get approval from American Express Marketing. Please contact your respective Account Manager or call 2277 2277 (Monday to Friday, 9:00am V 6:30pm) (except public holidays).

Q. What type of offer do I need to provide?
A. Since Selects is an exclusive offer programme, you・ll need to provide a best-in-class offer during the time of promotion. You may view the current offers provided by other merchants on www.amexnetwork.com/selects/hk .

Q. Who can I contact for CPC technical details?
A. If you are having any difficulties, please call our Merchant Services Hotline on 2277 2277 (Monday to Friday, 9:00am-6:30pm) (except public holidays) if you are using an American Express acceptance device or a bank・s device.

Q: Can I accept other Purchasing Card customers?
A: Yes, you are not restricted to just one customer. Please contact our team for more details on 2277 2277 (Monday to Friday, 9:00am-6:30pm) (except public holidays).

Q: How do I submit a payment on a CPC?
A: If you require further information, please contact our Merchant Services Hotline on 2277 2277 (Monday to Friday, 9:00am-6:30pm) (except public holidays).

Q: How can American Express help me to reconcile my payments?
A: You may prefer to reconcile your payment by managing your Account online. This offers you quick, secure access to your Statement. For more information call our Merchant Services Hotline on 2277 2277 (Monday to Friday, 9:00am-6:30pm) (except public holidays).

Q: My business has been transferred to a new legal entity. Will this affect my CPC Account?
A: It・s likely you will need to complete a new application for your new legal entity. To find out more information, please call our Merchant Services Hotline on 2277 2277 (Monday to Friday, 9:00am-6:30pm) (except public holidays)

Q: How do I inform you of a change regarding my company・s bank details?
A: Download the maintenance form from our website and fax it back on 800 965 071 with the necessary documents after you have filled it.

Q: A CPC transaction has been declined? Why has this occurred?
A: This could have happened for a number of reasons:
        •   The Card has been cancelled, or has expired.
        •   The Card・s credit limit has been exceeded.
        •   Your business is not yet on your customer・s list of suppliers.

Please contact our 24-Hour Authorizations Hotline on 2277 1000. They will identify the issue for you and advise you of the next steps.

Q. How do I process Travellers・ Cheques?
A. To authorize a cheque, follow the steps below:

  1. Watch your customer countersign the cheque(s), and then compare their signature with the original one to make sure that they match.
  2. Ensure that you have a valid cheque by examining the security features; click here for examples.
  3. Check for any obvious signs of alteration to the cheque or the original signature.

Alternatively, you can obtain authorization by calling 3002 1276, or go online to americanexpress.com/verifyamextc (where you・ll also find a link to our acceptance procedures).

Q. How do I validate security features?
A. While holding the cheque up to the light, view the Centurion watermark in the white area and the .AMEX・ security thread in the middle area, and ensure they・re both visible from the front and back of the Travellers・ Cheque. View the holographic foil at various angles to verify denomination, and view image and colour changes between Centurion and American Express logo. Ensure the cheque has not been visibly altered and/or manipulated.

Q. How do I process Travellers・ Cheques issued in a foreign currency?
A. Travellers・ Cheques presented in a foreign currency should be viewed as foreign notes. Should you choose to accept Travellers・ Cheques in a foreign currency, you・ll need to determine the exchange rate and convert the transaction. Contact your bank for further details.

Q. Can I deposit Travellers・ Cheques with my bank?
A. Most banks accept American Express Travellers・ Cheques. Please contact your bank to check their specific conditions.

Q. Do I give change in cash?
A. Yes. In the same way as you would for bank notes. And, as with bank notes, be wary of high-value Travellers Cheques being used to make low-value purchases.

Q. What if I don't see each Travellers Cheque being countersigned?
A. Ask the customer to repeat their signature on the back of each cheque.

Q. Can I check or reconcile my daily submission online?
A. Yes. You can reconcile your daily submission using our user friendly Merchant website. Please prepare your Merchant Account number and your bank details in hand, and you can register in a few minutes. You will have access to all the financial data you need in order to reconcile your payments, manage Cardmember disputes, and manage your Account all at no extra cost.

Q. Am I eligible to enroll to Merchant website?
A. We do not grant access to online information to Merchants who

  • Are paid by cheque. We would suggest you sign up to receive payments directly into your bank account, then we will be able to provide you with your data online.
  • Are currently in a debit balance situation (i.e. you owe American Express money). In this case, we would encourage you to apply again when the debit balance has been cleared.
  • Have cancelled their agreement with us. If your agreement with us has recently been terminated, then we will not be able to provide you with any information online.
  • Submit and get paid in any currency other than Hong Kong dollars. In this case we・ll advise you and later provide you online data portals for currencies other than Hong Kong dollars.


Q. What are the benefits of reconciling my payments online?
A. By reconciling your payments online, you will be able to:

  • View your payment data online the day after you have processed American Express transactions even before the fund being deposited in your Account.
  • Check that your submissions have been received by American Express and processed successfully.
  • Access all your payment information 24 hours a day, 7 days a week.
  • Save time by receiving your American Express information electronically in one central location to eliminate the risk of mail delays and lost communications.
  • Minimise your paperwork by replacing your paper Statements with this fast, flexible tool that you can access any time of day.
  • Predict cash flow more accurately. You can track money deposited into your Account on a daily basis, so you don't have to wait until the end of each month for your Account status.
  • Improve your business analysis by exporting your financial information to spreadsheet applications, such as Microsoft® Excel, so you can perform a better analysis and eliminate the need to key the information into your computer.


Q. Is there a fee for reconciling my payments online?
A. There is no fee for this service.

Q. Will reconciling payments online affect my American Express service fee?
A. No. Reconciling your payments online will have no impact on your American Express service fee.

Q. Will reconciling payments online affect the time in which I receive payments from American Express?
A. No. Reconciling your payments online will have no impact on the time in which you receive payments for American Express charges.

Q. How long will it take to access data once I・ve signed up to reconcile my payments online?
A. Up to 24 hours.

Q. Does signing up to reconcile my payments online automatically discontinue hard copy (paper) or soft copy (email) payment statements?
A. Yes, starting with your next Merchant Statement, all financial information will now come to you through online access only.

Q. How much payment reconciliation data will be available online?
A. You・re able to view the last 13 months of payment reconciliation data online. You can also view it by running a report and downloading the data into a spreadsheet (for example: Microsoft® Excel).

Q. How can I access all my Accounts with one single user ID?
A. To view payment data for multiple locations all you need to do is register your Head Office American Express Merchant number. To do this you will need to create a new ID and password, enter your Head Office Merchant Account number and banking information. The Head Office Account will then be able to view financial data for each location in the chain.

Q. Can I track my customer disputes online even if my business has multiple locations?
A. Yes. You can resolve Cardmember disputes for all of your locations. When you access the service, you・re given the opportunity to select the locations within your organisation for which you wish to manage disputes.

Q. Does resolving my customer disputes online automatically mean I will no longer receive paper customer dispute letters?
A. Yes. You can enroll to receive our email notification service so you will never miss new case or case updates. Alternatively, please check the website frequently to make sure you have updated information on the cases.

Q. How long will it take to access data once I・ve signed up to customer disputes online?
A. Once you・re registered, you may begin viewing your online disputes and Chargebacks within 24-48 hours.

Q. Can I make changes after I click Submit?
A. No. Once you・ve sent a response, no changes can be made online. If you wish to make any changes to the response, you・ll need to contact us at 2277 2277 (Monday V Friday, 9am to 6:30pm) (except public holidays).

Q. Is there a detailed instruction on how to use the website?
A. Yes, step by step user guides are available. Click the below links:

   Your guide to managing your payments online

   Your guide to managing disputes online

   Your guide to setting up your Merchant Account online

Q. What kind of internet browser will I need to reconcile my payments online?
A. Microsoft® Internet Explorer 10.0 or higher or Google Chrome.

Q. What is the Data Security Operating Policy?
A. It・s an American Express policy that applies to all Merchants, Processors, and Service Providers that store, process or transmit American Express Card transactions. This policy aligns with the Payment Card Industry Data Security Standard (PCI DSS). The PCI Data Security Standard is a common set of technical requirements for safeguarding sensitive payment data, which are applicable across the industry.

Q. Who does the Data Security Operating Policy apply to?
A. It applies to all entities (Merchants and Service Providers) who process, store or transmit Card transactions. These requirements apply to all equipment, systems, and networks (and their components) on which encryption keys, Cardholder Data, or Sensitive Authentication Data (or a combination of those) are stored, processed, or transmitted.

Q. Why is the Data Security Operating Policy important to my business?
A. Compromised data can have a negative impact on your business, reputation and your ability to conduct business effectively. Addressing this threat by implementing security operating procedures can make your customers feel more secure and enhance the reputation of your business.

Q. Why should my business comply with Data Security Operating Policy?
A. The Data Security Operating Policy (DSOP) is a sound business practice and a requirement of American Express. By accepting American Express Cards, you agree to be bound by the terms and conditions of our Card Acceptance Agreement, which includes data security requirements and mandates compliance with American Express policies and procedures.

Q. Does the Data Security Operating Policy still apply to me if I do not store Cardmember information?
A. Yes, the policy still applies to any of your equipment, systems, and networks that transmit or process Cardmembers・ information.

Q. Can a Merchant or Service Provider be considered compliant if it has outstanding non-compliance issues?
A. We encourage Merchants and Service Providers to complete an initial review as described in the Payment Card Industry Data Security Standard (PCI DSS), develop a remediation plan if needed, complete items on the remediation plan as necessary, and revalidate compliance of those outstanding items. If you are unable to become compliant with the PCI DSS, then you must complete an Attestation of Compliance (AOC) including :Part 4. Action Plan for Non-Compliant Status; or a Project Plan Template (available for download via Trustwave・s secure portal) and designate a remediation date, not to exceed twelve months following the date of the AOC, for achieving compliance.

Q. How does the Data Security Operating Policy (DSOP) compare to the PCI Data Security Standard?
A. The PCI Data Security Standard is made up of six principles and 12 requirements all with the intention of ensuring your payment processing environment is secure. The DSOP has three purposes: 1) To require merchants and service providers comply with PCI DSS 2) To explain how to communicate their PCI DSS status to American Express - Validation Documentation if compliant or an Action/Project Plan if non-compliant and finally 3) To explain the merchant or service providers obligation in the case of a Data Incident (a data breach).

Q. I've been contacted by a company called Trustwave on behalf of American Express. I don't know who this Trustwave company is, and this sounds like a phishing scam. How do I know this isn't a scam?
A. American Express has retained Trustwave to help us administer our Data Security Compliance Program. Trustwave is a leading provider of information security and compliance management solutions to Merchants and Service Providers. We are glad you're checking up on this - we can assure you that this company is reputable and will adhere to all American Express privacy principles.

Q. Can I use another company other than Trustwave to conduct the required assessment and/or scans?
A. Yes. You may use any of the approved security vendors listed on the PCI Website:

   Qualified Security Assessors:
   https://www.pcisecuritystandards.org/assessors_and_solutions/qualified_security_assessors

   Approved Scanning Vendors:
   https://www.pcisecuritystandards.org/assessors_and_solutions/approved_scanning_vendors

Q. If I used another company to conduct my scan, do I have to provide it to Trustwave?
A. Yes, it will be necessary for you to submit your completed Validation Documentation (ROC and Scan or SAQ and Scan) to Trustwave (TW). TW has been contracted and authorized to collect this information on behalf of American Express.

Q. Should I submit my validation documentation directly to Trustwave?
A. Yes, you may submit your Validation Documentation to Trustwave via their secure portal. All Validation Documentation must reference:

  • Your 10-digit American Express Merchant Account number
  • Your DBA (Doing Business As) name
  • The name, address and phone number of your company's Data Security Contact

Provide your Validation Documentation to Trustwave using one of the secure options described below:

OPTION 1: TRUSTWAVE SECURE PORTAL

Visit https://login.trustwave.com to access the secure portal and upload your Validation Documentation.

If you need assistance with using the portal, contact Trustwave at americanexpresscompliance@trustwave.com or you may dial the toll-free phone number from a land line + 800 9000 1140, or use the toll number from any phone + 312 267 3208 (Available 02 a.m.- 6 p.m. US, Central time, Monday through Friday. + indicates international direct dial prefix, international charges apply).

OPTION 2: TRUSTWAVE SECURE FAX

Fax your Validation Documentation to + 1 312 276 4019 (+ indicates international direct dial prefix, international charges apply).

Q. What are the different ways to process American Express transactions?
A. There are 3 methods:

  • Processing charges electronically.
  • Processing charges manually.
  • Processing mail order/telephone order (MOTO) and internet charges.


Q. How do I process American Express transactions?
A. Please refer to the Terms & Conditions.

Q. How do I process a refund?
A. There are 2 methods you can use to process a refund. You can either process it on your terminal by pressing the .refund・ function1 or simply complete a manual refund form.

For each refund, be sure to:
- Complete a Credit Record of Charge (Credit ROC) and include all the information required.
- Then complete a Credit Summary of Charge (Credit SOC)
- Send the forms (Credit ROC and Credit SOC) to American Express International Inc., in order to have them processed.

To view a sample of a manual refund form (credit ROC and credit SOC) along with simple instructions. Please click here.

1. The refund function on your terminal differs from bank to bank. Please contact your terminal provider for assistance

Q. How do I process a refund with a partial Card number?
A. You may contact our Merchant Services Hotline on 2277 2277 in order to obtain the full Card number. Before we can release the information, we are required to identify you first. Kindly provide the partial Card number, the charge amount and the transaction date in order for us to assist you in locating the details.

Q. What is a debit balance?
A. Debit balance refers to the outstanding amount in your Account owed to American Express due to the following reasons:
      •   Refund that was processed to a Cardmember.
      •   An adjustment incurred due to a Cardmember dispute.
      •   Other Fees or charges.

Q. Why do I receive an Interim Advice?
A. When your transactions are insufficient to collect any outstanding amount, American Express will send you the Interim Advice to notify you of your outstanding balance 7 days after it is reflected in your Account.

Q. How can I clear the outstanding balance on my Account?
A. There are 2 ways to clear the outstanding balance on your Account:

        1.  Transfer outstanding payment between your existing Merchant Accounts
             Transfer the outstanding amount to one of your American Express Merchant Accounts
             that have submissions to offset the outstanding amount.
             To apply for this arrangement, you will need to write in with your consent and
             fax it to us at 2277 1168 or 800-965-071
        2.  Via cheque
             You can send us a cheque made payable to 'American Express International, Inc.'
             at the following address:
             American Express International Inc.
             Merchant Control Unit
             18/F, Cityplaza 4,
             12 Taikoo Wan Road
             Taikoo Shing
             Hong Kong
             Please ensure that your Merchant number is written at the back of the cheque in
             order for us to identify your Merchant Account.

Q. I need to update my Account details. How do I update information?
A. There are currently two ways to update your Account information. These vary depending on the type of information that you wish to change:

      1.  For Address/Contact details?
          Please call our Merchant Services Hotline on 2277 2277 (Monday to Friday, 9:00am-6:30pm)
          (except public holidays). No supporting documents are required.

      2.  For any other information on your Merchant Account:
          You will need to complete the Maintenance Form with your updated information and
          fax it to us on 800-965-071 . As a form of verification, you will need to enclose supporting
          documents according to the request types listed below.

           Bank account number?
          Supporting documents V Either one of: bank statements, voided copy of a blank cheque,
          deposit slip bearing the new account details.

           Trading/company name?
          Supporting documents V certified copy of the Registrar of Company bearing the new
          company name.

           Both company name and bank account number?
          Supporting documents V Either one of: bank statements, voided copy of a blank cheque,
          deposit slip bearing the new account details.
          Certified copy of the Registrar of Company bearing the new company name.

           Add/delete an authorized user of the Account?
          Supporting document V copy of Registrar of Company.

           Change of ownership/entity?
          Please contact our Merchant Services Hotline on 2277 2277 for assistance.
          Please note that before we can change your Account information, we are required to verify your
          identity.

Q. How can I place an order for American Express Point of Purchase (POP) materials? 
A. To place your order, you can simply order online or call our Merchant Services Hotline 2277 2277 (Monday to Friday, 9:00am-6:30pm) (except public holidays)

Q. Is the Point of Purchase (POP) material complimentary?
A. Yes. POP material is provided to our Merchants at no charge.

Q. After placing my order, where do I collect the Point of Purchase (POP) material?
A. The POP material will be delivered to you between 10am and 6pm from Monday to Friday.

Q. How long does it take for Point of Purchase (POP) material to be delivered?
A. Point of Purchase (POP) material will take approximately 5 days (subject to stock availability) to reach you.

Q. Can I request for the order to be delivered to a residence or an overseas address?
A. We are unable to deliver the order to a residence or overseas address. All deliveries must be made to a local business address.


Q. How will I know if my Merchant Account is eligible?
A. The criteria that we use to assess the eligibility of your Establishments are:
· Your Establishment currently accepts Card Present Charges (excluding Establishments that only conduct Internet, mail or telephone orders)
· Your Establishment is not in an industry that we consider :high risk;. See below list of :high risk; industries.
· Your Establishment is not on our Fraud Full Recourse Program.
· For enquiry, please contact our Merchant Services Hotline on 2277 2277 (Monday to Friday, 9:00am V 6:30pm) (except public holidays).

Q. What do you consider to be :high risk; industries?
A. We consider high risk industries, as follows:
· Auction Sales
· Bail Bondsman
· Cardmember Activated Terminals (such as Road Tolls, Car Parking Stations and Garages, Petrol Pumps, Cinema Kiosks, and Railway Self-Service Ticketing)
· Detective Agencies · Charities
· Door to Door Sales
· Financial Services
· Internet Electronic Services
· Night Clubs
· Online Pharmacies
· Payment Service Providers (Aggregators)
· Personal Services
· [FOR AUSTRALIA ONLY: Taxis]
· Telecommunications (Cellular Products/Services, Premium Rate Telephone Services and Telecommunications Calling Cards)


Q. What is Apple Pay?
A. Apple Pay gives your customers an easy, secure, and private way to pay in stores using iPhone or Apple Watch and within apps using iPhone or iPad.

Q. How do I accept Apple Pay payments?
A. To accept Apple Pay in your store, you just need to have an American Express contactless-enabled terminal and follow the steps below:
Step 1: Enter the transaction amount into the terminal.
Step 2: The transaction amount will display on the Contactless Reader. The reader light will blink or sound an audio alert.
Step 3: Ask the Cardmember to verify the amount on the Reader.
Step 4: Ask the Cardmember to hold the device near the Reader and either perform the Touch ID authentication or enter their device・s Passcode. For Apple Watch, ask the Cardmember to double-click the side button and hold the display of the Apple Watch up to the Reader.
Step 5: The Cardmember will receive a signal from the iPhone or Apple Watch when the transaction has been approved. Give a copy of the receipt to the Cardmember. No signature is required.
Contact your terminal provider if you have any questions about your current capability or if you would like to set up a contactless terminal capability.

Q. How does Apple Pay work?
A. The Cardmember adds their American Express® Card to Apple Wallet. To pay with iPhone they place their finger on Touch ID and hold their iPhone up to the contactless terminal. To pay with Apple Watch they double-click the side button then hold the display up to the terminal. A subtle vibration and beep, with :Done; on the display will confirm the payment information has been sent. PIN is not required regardless of transaction amount.

Q. What does this mean for Merchants?
A. · Faster, more convenient payments
· Fraud protection and security
· One flat rate for all American Express transactions, with no additional fees
· More choice and flexibility for your customers.

Q. Which American Express Cards can be processed using Apple Pay?
A. An eligible Card is a basic or supplementary American Express Card issued by American Express International, Inc. ("American Express") in Hong Kong. Use of Apple Pay is not available to holders of American Express Corporate Card, American Express Gold Corporate Card, American Express Cathay Pacific Corporate Card, American Express Cathay Pacific Elite Corporate Card, American Express Corporate Meeting Card, American Express Corporate Purchasing Card, American Express Business Travel Account and all American Express Cards issued outside of Hong Kong.
If your customers have a valid American Express Card issued by a licensed third-party financial institution, please ask the customer to check with the issuer if the Card is eligible by calling the number on the back of the Card.

Q. Will there be any additional charges to process Apple Pay transactions?
A. No, there are no additional fees, just your one flat Merchant rate for all American Express transactions.

Q. What is the spending limit (or cap) when using Apple Pay?
A. American Express with Apple Pay allows customers to make easy and secure contactless payments at any amount, as every payment is authorized by the Cardmember, American Express and the merchant.

Q. Will Apple Pay transactions be processed the same way as a Card transaction?
A. Yes, Apple Pay transactions will process like any other contactless American Express transaction you accept today. You will need to check with your terminal provider to determine if you can process Contactless transactions.

Q. What should I do if I encounter a problem processing the transaction?
A. If you have been set up with contactless processing capability and you are experiencing problems with processing transactions, please contact your terminal provider.

Q. How secure is an American Express with Apple Pay transaction?
A. Security and privacy is at the core of American Express with Apple Pay. When Cardmembers add a credit or debit card to Apple Pay, the actual Card numbers are not stored on the device or on Apple servers. Instead, a unique Device Account Number is assigned, encrypted and securely stored in the Secure Element on the device. Each transaction is authorized with a one-time unique dynamic security key, instead of using the security code from the back of the Card. And on iPhone and iPad every payment requires Touch ID or a passcode, and Apple Watch must be unlocked.

Q. What about fraud liability on Apple Pay transactions?
A. Within stores and apps, Apple Pay transactions are treated in the same way as your current contactless credit and debit transactions. The same liability rules apply to Apple Pay transactions.

Q. What about fraud liability on Apple Pay transactions?
A. Within stores and apps, Apple Pay transactions are treated in the same way as your current contactless credit and debit transactions. The same liability rules apply to Apple Pay transactions.

Q. Are these transactions treated as Card present or Card Not Present?
A. For Apple Pay contactless payments (e.g. in-store), the transaction is treated as Card Present. For Apple Pay payments within apps (those that come directly through the participating Merchant・s mobile app), the transaction is treated as Card Not Present but you will not be liable for any fraud that occurs.

Q. Does this new product announcement mean any changes to my Merchant fee rate?
A. No there are no changes to your Merchant fee rate; it will continue to be one flat rate for all American Express transactions, no additional fees.

Q. Are there any changes to my Merchant agreement?
A. No there are no changes to your Merchant agreement. To view the Merchant terms and conditions click here.

Q. How do I process returns with Apple Pay?
A. Applicable to merchants with auto refund function only: use the Device Account Number to find the purchase and process the return, just like you would with a traditional American Express Card payment. To see the last four or five digits of the Device Account Number, ask the customer to go to the Wallet app, tap the card, and tap on the lower-right corner of the display.
You can also have the customer hold their iPhone or Apple Watch near the reader, select the Card they used to make the original payment, and authorize the return with Touch ID or passcode.
When not applicable, please refer to the standard manual refund procedures.

Q. Which devices can customers use to make Apple Pay purchases?
A. Customers will be able to make Apple Pay purchases using their iPhone 6, iPhone 6 Plus, iPhone 6s, iPhone 6s Plus and iPhone SE running on iOS 9.0 or above, or an Apple Watch that is paired with an iPhone 5, iPhone 5c, iPhone 5s, iPhone 6, iPhone 6s, iPhone 6 Plus, iPhone 6s Plus or iPhone SE. iPad Air 2, iPad mini 3, iPad mini 4 and iPad Pro will be enabled for payments within apps.
Please visit the Apple website for the full list of eligible devices.

Q. How do I set-up Apple Pay for in-app purchases?
A. Contact your e-commerce gateway or Payment Service Provider or visit the Apple website for more information.

Q. Want more information about Apple Pay?
A. Visit the Apple website for more information.