American Express Merchants FAQs
How do I apply to accept the American Express® Card?
You can do this online. Learn more about accepting the Card first; or Sign up now.
Can I track my Merchant payments online?
Yes, you can track the progress of your submitted transactions online using our Online Merchant Services (OMS).
Can I receive my Merchant summary online?
Yes, you can receive your Merchant summary online using Online Merchant Services (OMS).
How do I update my Merchant account?
Simply fill out a Change of Address and Bank Account form and/or Change of Signatory form and fax it back to us.
The above forms are in PDF format and to view it you need Adobe Reader. If you do not have this free software application, download Adobe Reader. Adobe, Reader, Acrobat and the Acrobat logo are trademarks of Adobe Systems Incorporated.
Can Merchants order new promotional material?
Yes. You can even create Multicard eLogos for websites as well as order physical materials. Take a look at our Profit More From Your Relationship page.
How do I set up my Electronic Data Capture (EDC) terminal to accept American Express Cards?
Once you have been approved and given an American Express Merchant account, call your terminal provider or terminal support to request your terminal be programmed with your American Express Merchant number. Contact American Express and arrange this service.
How quickly will I be paid for my American Express Charges?
American Express offers three standard Merchant payment plans:
- Three Day Direct Credit
- Under this plan, payment for Charges submitted under a properly completed Charge Summary Form will be made directly to your business bank account on the third day after we receive the form from you.
- Next Business Day Direct Credit
- Under this plan, payment for Charges submitted to us electronically and in accordance with our instructions will be transmitted direct to your business bank account on the business day after we receive such Charges. Eligibility to receive next day direct Credit depends on industry, whether you process transactions electronically and other account factors.
- Weekly Cheque Payment
- Under this plan, payment for Charges submitted under a properly completed Charge Summary Form will be mailed to you within seven calendar days of our receipt of the form from you.
How do I receive approval of a Charge when my terminal refers me to call for Authorisation?
You need to contact American Express Authorisations. Be prepared to give your Merchant number, the Card account number and the amount of the Charge.
What should I do if I suspect a Card may be stolen or fraudulent?
Do not confront the customer. If you are in any way suspicious, call Authorisations. American Express pays rewards for Cards returned on our instructions. Be prepared to give your Merchant number and the Card account number.
How do I add additional locations to my existing American Express Merchant relationship?
Call Merchant Services. Our representatives will be happy to assist you in setting up additional merchant locations.
How should I respond to an American Express Customer Service enquiry regarding a Charge?
Be sure to respond either by post, or by fax to the fax number indicated, with the requested documentary support before the reply-by date noted on the request. Be sure to indicate in the space provided whether Credit is due or no Credit is due, as supported by your attached documentation. If no reply is received from you by the reply-by date, American Express will deduct the Charge from your Merchant account.
How can I reconcile payment using OMS?
See the detailed OMS frequently asked questions.
What products or services do you offer to Merchants that accept the Card?
We offer a variety of products and services to help grow your business, attract better customers and reduce your costs. They include items such as complimentary promotional material and other fee-based products such as Electronic Data Capture (EDC) terminals and marketing support programmes. We also offer cost-saving tools for your merchant account, such as Online Merchant Services. More answers about reconciling your payments using Online Merchant Services.
