No. Once you enrol for payments or disputes online they will only be sent by email.

Your online profile lets you update a wide range of information including email address, communication preferences, your password, business details and payment and dispute notification preferences.

You can live chat to a customer service rep or use our interactive online assistant. You can also call our Merchant customer service team. For client-managed Merchant Accounts, you can have a one-on-one training session with the online technical help desk.

Head to the Merchant site home page and click on the ‘Forgot user ID or password’ link. You will need the email address you used to enrol and your Merchant number for the reset.

Yes. They can be viewed within Payments by clicking on the ‘settlements/deposits’ box.

Yes you can. This can be done for one location at a time, select the report icon (icon image) in the top right. Here you will see the option to download submissions, click ‘include transactions’ to download the full transaction details for one location at a time. 

For Merchants on a net pay set up, fees are taken just before settlement/depositing to your Account. The best area to view fees is in the settlements report. Here you will find 3 columns: Merchant fees and incentives and adjustments. See below a brief description of each.
• Merchant fees: a percentage of each transaction is paid to American Express in exchange for processing. The Merchant fees is the total dollar amount of the discount rate % applied to transactions, submissions or settlements.
• Adjustments: financial debits and/or credits to your bank Account due to invalid charges, customer disputes and promotional rebates.

If you are on a gross pay set up fees will be taken as a direct debit each month. In this case, the merchant servicing fees, incentives and adjustments will appear as 0 on each settlement in the current month, and a direct debit line item will appear as a separate settlement once the gross pay amount has been deducted.

You can see payments information for up to 16 months, but can only view up to 35 days financial data at any one time. 

There are 2 options when it comes to managing disputes across multiple locations: Central and local. A central set up means that both the corporate headquarters and individual locations/Merchant Accounts can view and respond to disputes. Alternatively in a local set up the headquarters can see the disputes but cannot respond. The individual location/Merchant Account must respond the dispute. 

To contest a dispute you need to select either respond or respond offline. From here complete all fields of the response form and enter 0 into the amount section to denote that you wish to offer no refund amount to the Card Member. If contesting a dispute we highly recommend that you take note of the list of acceptable supporting documents and upload as many as possible to support your case. 

The best way to keep on top of your disputes is to make sure your email address is up to date and to turn on the disputes notifications that are available in the profile area. There are 4 different disputes notifications each of which are sent daily and include a list of all the new disputes in each category: 
• New inquiry: letting you know as soon as a new transaction inquiry has been made on your Account
• New chargeback: a list of the new chargebacks raised
• Case update: the cases where there has been an update such as: case closed or more information required
• Urgent cases: this serves as a reminder to respond to all the cases that have 7 days or less remaining on the ‘reply-by’ time frame.

We also suggest that you log into your Account regularly to keep track of your disputes and avoid no-reply chargebacks.

A list of acceptable supporting documents is available for most dispute cases. To see this list, select the dispute(s) you wish to respond to and click ‘respond’ or ‘respond offline.’ You will now see the response form, on this form there are some top level details about supporting materials.
If more information is available for the case, you will see a ‘learn more’ link in blue. Click this to reveal a detailed list of accepted supporting documents. Click X to exit out of the list and return to the response form for completion. It is recommended that you upload as many supporting documents as possible to enhance your response. 

Once you submit online the information is sent to our American Express dispute team who assess all of the information and supporting documents to make a decision on the case. You will be notified by email once a decision is made (if you have ‘case updates’ notifications turned on) and the case can then move to a different status. 

You will then be charged back for the transaction. We will take the disputed amount from your settlements and will refund the Card Member. This is called a no-reply chargeback.