Frequently Asked Questions

Why do I need American Express signage?

Displaying American Express signage on storefronts, websites, or at the point of sale can help you attract the Cardmembers eager to spend at businesses like yours.

Is signage complimentary?

Yes! All sigange materials are provided free of charge.

How can I order signage?

You can visit americanexpress.ca/signage to browse signage options and place an order directly through the website. Or if you prefer, you can place orders over the phone by calling the Merchant Services team at 1-800-268-9877 (Mon - Fri, 8am - 8pm EST).

Is there a limit to the amount of signage I can order?

You can order up to 50 pieces of signage at a time.

How does delivery work for signage orders?

Signage materials are delivered directly to you, between 9am and 5pm EST from Monday to Friday. From the date your order is placed, it will take approximately 5 working days for the materials to reach you. Please be sure to provide accurate business mailing address and contact details with your order.

Can my order be delivered to a residence, or an overseas address?

All signage deliveries must be made to a local business address.

How do I find my Merchant Number?

Your 10-digit American Express Merchant Number begins with the digits '93' and can be located on the top left-hand side of your paper and/or online statements.

How do I make changes to my account details?

You can update select account information online by registering for an online account at https://www.americanexpress.com/en-ca/business/merchant/registration. You can also contact the Merchant Services team any time you need to make changes to your account by calling 1-800-268-9877 (Mon - Fri, 8am - 8pm EST).

Will I be able to cancel my enrollment to view payments online?

Yes. If you find you want to cancel this service, you can do so by contacting 1-800-268-9877 (Mon - Fri, 8am - 8pm EST). Please note that cancelling your Internet service through your Internet Service Provider (ISP) will not automatically cancel your enrollment to view payments online.

What do I do if I have other business locations that would like to accept American Express?

Simply call the Merchant Services team at 1-800-268-9877 (Mon - Fri, 8am - 8pm EST). We can walk you through the necessary steps and help you get set up.

How fast will I get paid for American Express transactions?

The standard timeframe for payment is 3 days. However 1-day, 15-day and 30-day payment plans are also available if you prefer. Please note this is dependent on your agreed payment plan. Feel free to contact us if you'd like to verify which payment plan you are currently on, or if you'd like to discuss other payment frequencies that may be available to your business.

What is the difference between Net pay and Gross pay?

With Net pay, your fees will be deducted up front, per transaction. If you choose Gross pay, fees will be accumulated and deducted only once at the end of each billing cycle.

With Gross Pay, some restrictions apply.

Why should I sign up for an Online Merchant Account?

Registering for an online merchant account allows you quick and easy access to your account so you can view payments, track submissions and settlements, manage disputes and even download your financial information into spreadsheet applications such as Microsoft® Excel. Sign up now for an online account.

Can I set up multiple business locations on my online account?

Yes. Your online account can be set up to view and manage multiple business locations, as well as designate affiliate offices and headquarters. Simply call the Merchant Services team at 1-800-268-9877 (Mon - Fri, 8am - 8pm EST).

What if I forget my login or password?

You can reset your password by going to americanexpress.ca/merchant, clicking on 'Forgot ID or Password', and following the prompts on screen. Or if you prefer, you can call for phone assistance at 1-800-268-9877 (Mon - Fri, 8am - 8pm EST).

If I get an online account, will I still receive paper statements?

Once you've signed up for Online Merchant Services, your financial information will be provided online only, and you will no longer receive paper statements or be charged the monthly paper statement fee.

How can I ensure my financial information prints out correctly?

In your browser, go to the 'File' menu and choose 'Print Preview'. You will be able to change page settings to ensure proper printing here.

When will American Express payments be posted online?

Payments from American Express are generally posted to your account on the 3rd business day from the time you submit your transactions. However, please note this is dependent on your agreed payment plan. If you have online banking, you can also check your bank account to see when deposits are being made.

How do I ensure my terminal accepts American Express Cards?

Please contact your terminal provider for information on accepting American Express Cards.

What if my terminal asks for authorization of a transaction?

You can call the 24-Hour Authorizations line at 1-800-268-9824.
They will ask you for the following information in order to authorize the transaction:
• Your 10 digit Merchant Number
• The Cardmember's Card Number
• The amount being charged.

What is Chip and PIN?

Chip Cards (also known as EMV Cards) have built-in micro-processor Chips that store Card data securely, making them difficult to be copied or altered. As an additional measure of security, customers with Chip Cards need to use a PIN number instead of their signature in order to complete a transaction.

Has American Express migrated to Chip and PIN Cards?

Yes. American Express Chip and PIN Cards are already being accepted at many merchant locations across Canada.

Is Chip and PIN intended to prevent fraud?

Chip and PIN can reduce Card fraud as it is more difficult for Chip Cards to be altered or copied.

Chip and PIN technology does not however, have the same impact on 'Card Not Present' environments such as online, mail order and telephone order.

Am I responsible for fraud on American Express transactions?

Choosing not to implement Chip and PIN enabled terminals does increase your liability for fraud on Card Present charges. By upgrading your terminal to accept American Express Chip Cards, you can mitigate your risk of fraud related Chargebacks. Details about American Express' Fraud Liability Shift Policy, effective since October 31, 2012, are available in the Merchant Operating Manual.

How do I upgrade my terminal for Chip and PIN?

Contact your processor or terminal provider and they will work with you to upgrade your terminal. Be sure to request American Express requirements are included in your terminal upgrade.

Will I need to train my staff on anything related to Chip and PIN?

It is important for your employees to be aware that both Chip & PIN and Magstripe Cards may be presented at your business, and that they are familiar with the processing procedures for all Card types. By consulting with your terminal provider for specific details, you can determine your own training requirements.

Are there any costs associated with upgrading to Chip and PIN?

Yes, however the costs differ depending on your current Terminal set up. If your Processor supplies your Terminal, they may just change your device. If you own your own Terminal and decide to invest in Chip and PIN technology, the cost will vary depending on the type of device that you are using.

Will Chip and PIN affect my Discount Rate?

No, there is no impact on your Discount Rate as a result of the technology used to process Chip and PIN transactions.

What should I do if a Card does not have a Chip on it?

Not all countries are moving to Chip and PIN, so you should expect to see both Chip & PIN and Magstripe Cards at your business. If you are presented with a Card without Chip, just swipe the Card's magstripe and the terminal will prompt you for a signature. There may also be some Cards in circulation with Chips but no PINs, and for these Cards the terminal will also prompt you for a signature once you've inserted the Chip into the reader.

What if a Cardmember has forgotten, or does not know their PIN?

Please ask the Cardmember to contact American Express by calling the number on the back of their Card. We can help them to reset their PIN.

Will Chip and PIN affect 'Card Not Present' transactions?

Any transaction where the customer is not present (ie: telephone, online or mail order) is not affected by the introduction of Chip and PIN, and all types of Cards can be used for these transactions.

How do Contactless payments work?

By using radio-frequency technology to perform transactions, all it takes is a simple tap for the Card and reader to exchange secure payment information. In order to work however, both the Card and the terminal must be Contactless-enabled.

Do I need to replace my terminal to accept Contactless payments?

Not necessarily. Many of the Contactless terminals out there are already pre-certified for American Express Contactless payments.

Get in touch with your processor terminal provider to find out if your terminal is certified with American Express requirements, and to learn what solutions they can offer you if not.

Are there different ways of processing American Express transactions?

Yes. There are 3 different ways:

• process charges electronically - it's quicker and more accurate
• process charges manually - if your terminal is down
• process charges by mail/telephone/online order

How do I process charges electronically?

The card holder can simply tap for Contactless enabled cards, insert the Chip into a Chip reader, or swipe the Card's magentic stripe through your terminal. They will then follow the basic insutructions for submitting transactions as provided by your Point of Sale (POS) terminal.

But first, ensure the following are in order:

1. Make sure your Point of Sale (POS) terminal or electonic cash register is properly programmed.

2. Ensure your terminal is able to generate a receipt with all of the following information:

• approval code number
• truncated Card Account number and expiry date
• date of charge
• total amount of charge, including taxes, tips, postage and packing charges
• a concise description of goods/services purchased
• your business name, address and American Express Merchant number

How do I process charges manually?

To process a transaction manually, complete a record of charge (ROC) and follow these steps:

1. Include all of the information required for an "in-person" charge.

2. Obtain the Cardmember's signature on the ROC form.

3. Call American Express' 24-Hour Authorization Line at 1-800-268-9824

4. Complete the summary of charge (SOC)

5. Submit both ROC & SOC forms to:
American Express Merchant Services
Paper ROC SOC Submitters
P.O. Box 981558, El Paso, TX 79998-1558

How do I process mail/telephone/online orders?

In order to process these "Card Not Present" charges, and protect yourself against potential fraud-related Chargebacks, please abide by the procedures outlined in your American Express Card Acceptance Agreement, and follow these steps:

1. Obtain the following information from the Cardmember:
Name exactly as it appears on their Card
• Card Account number
• Card expiry date
• Card billing address
• home or business telephone number
• An alternate telephone number where the Cardmember can be reached

2. Complete a record of charge (ROC) and generate a receipt with all of the following information:
• approval code number
• truncated Card Account number and expiry date
• date of charge
• total amount of charge, including taxes, tips, postage and packing charges
• a concise description of goods/services purchased
• your business name, address and American Express Merchant number

3. Write "Mail Order", "Telephone Order", or "Online Order" as appropriate on the signature line of the ROC

4. Complete the summary of charge (SOC)

5. Submit both ROC & SOC forms to:
American Express Merchant Services
Paper ROC SOC Submitters
P.O. Box 981558, El Paso, TX 79998-1558

Submit these types of charges under a separate Merchant number than your regular "In-Person" charges. To acquire a separate Merchant number call Merchant Services at 1-800-268-9877 (Mon - Fri, 8am - 8pm EST).

6. Obtain signed proof of delivery to the Cardmember's billing address. Please instruct shipping companies NOT to re-route merchandise.

How do I process a refund?There are 2 ways you can process a refund:
• complete a manual refund form; or
• simply press the "refund" function on your terminal
(This function varies by terminal. Please contact your terminal provider for assistance or for more information.)

For each method, please follow these steps:
1. Complete a Credit Record of Charge (Credit ROC).

2. Complete a Credit Summary of Charge (Credit SOC).

3. Submit both ROC & SOC forms to:
American Express Merchant Services
Paper ROC SOC Submitters
P.O. Box 981558, El Paso, TX 79998-1558

Note: If you only have a partial Card number, you can call Merchant Services at 1-800-268-9877 (Mon - Fri, 8am - 8pm EST). They will be happy to walk your through the steps required in order to obtain the full number.

What do American Express Gift Cards look like?

Although there are various different Gift Card designs, all American Express Pre-Paid Cards will have the American Express Blue Box logo on the front - along with the word "prepaid" or some similar designation. Please note that American Express Gift Cards are never embossed. 

Processing American Express Gift Cards is not much different than processing regular American Express Cards.

Just follow your standard Card acceptance procedures, and:
1. Confirm the Card's available balance before authorizing a transaction
2. Authorize a charge within the Card's available balance. If you attempt to authorize more than what's available, your authorization will be declined.
3. If the available balance is not enough to cover the charge, do a split transaction and request payment of the remaining amount using another form of payment.

Can I process a credit to a Gift Card if a customer returns merchandise?

Yes. As long as the customer has the Gift Card with them, they can receive a credit for returned merchandise. However, just like a normal credit card, the credited funds will only become available to the customer 3-7 business days after we receive the settlement from you.

Are customers able to Dispute charges made on Gift Cards?

No. Customers are not able to "stop payment" or "lodge a billing dispute" with American Express with regards to the quality of goods/services purchased on a Gift Card. They would be insutructed to address these questions or concerns directly with you.

What is a Debit Balance?

A Debit Balance is the outstanding amount on your American Express Account due to any of the following reasons:

• A refund that was processed to a Cardmember
• An adjustment incurred due to a Cardmember Dispute
• Fees

What is a Debit Balance Letter?

If your transactions are insufficient to collect on your outstanding amounts, you will receive a Debit Balance Letter notifying you of the outstanding balance 15, 30 and 45 days after it is reflected on your Account.

How can I clear the outstanding balance on my Account?

There are 2 ways you can do so:

1. You can set up a Debit Electronic Funds Transfer for your Account by signing a Pre-Authorized Debit Agreement (PAD) and sending it to our banking department with a copy of a void cheque. Please feel free to call Merchant Services for more information at 1-800-268-9877 (Mon - Fri, 8- 8pm).
2. You can make out a cheque payable to "Amex Bank of Canada", ensure your Merchant number is written on the cheque, and send to:
Amex Bank of Canada
PO Box 3204 STN F,
Toronto, ON M1W 3W7

What is a Dispute?

A Dispute is an inquiry made by a Cardmember, when they don't recognize a charge made to their Card, and are looking for information to clarify the transacation.

What is a Chargeback?

A Chargeback is when the amount of a Disputed transaction is debited from your Account, and credited back to the Cardmember.

What is an Inquiry Letter?

An inquiry letter lets you know that a Cardmember has raised a question about a Charge at your business and specifies the documents we require from you to support the Charge. If you receive an Inquiry Letter, please be sure to respond fully before the reply-by-date given.

Who can I contact about a Dispute or Chargeback?

You can visit our Disputes webpage, or if you prefer, you can call Merchant Services at 1-800-268-9877 (Mon - Fri, 8am - 8pm EST).

What is Fraud?

Credit Card Fraud come in many forms, such as stolen or counterfeit cards, and happens when someone maliciously or deceiptfully uses credit card information for profit or gain.

How does Fraud affect me?

Unfortunately, it is likely that you will encounter fraud attempts at some point. In order to avoid Chargebacks related to fraudulent charges, it is important for your front line staff to learn and understand how to recognize signs of potential fraud.

How can I avoid fraudulent transactions?

The security of your business is top priority! Please take the time to read the Fraud section of our website, in order to educate yourself about credit card Fraud and learn how to recognize the signs of potential fraud.