It depends on your payment type. If you have chosen net payment, you will no longer receive paper statement. If you are receiving gross payment, paper statements will continuously be sent to you.
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 tutorial tool. 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.
You have the option to receive an email reminder when your E-statement is ready, you can switch this on any time from your profile area. Once you receive the email, you can log into the site and click the large E-Statement button on the top right to access the current or previous months statements. E-Statements are usually available on the 3-4th of each month.
Yes. They can be viewed within Payments by clicking on the ‘settlements/deposits’ box at the top right corner.
Yes you can. This can be done for one location at a time, selecting the report icon in the top right. Here you will see the option to download submissions, click ‘include transactions’ to download the full transaction detail.
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 can view and respond to disputes. Alternatively in a Local set up the headquarters can see the disputes but cannot respond. The individual location must respond to 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:
We also suggest that you log in to 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.