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Merchant Services Frequently Asked Questions

How can I update/change information related to my American Express® Merchant account (e.g. bank account, business name, address, phone number, etc.)?
Call our Merchant Services at 1-800-268-9877, 24 hours a day. Our representatives will be happy to assist you in completing your request.

How do I Set Up My Terminal to Accept the American Express® Card?
Call your terminal provider to request that your terminal be programmed with your American Express Merchant number. If you do not currently have a POS terminal, call Merchant Services at 1-800-268-9877. Our representatives will be pleased to discuss our American Express® POS Terminal with you.

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 materials plus fee-based products like terminals and marketing support programs.

How Quickly Will I be Paid for My American Express® Charges?
American Express offers a number of payment options. Call Merchant Services at 1-800-268-9877 to discuss which is the best option for your business.

What Phone Number do I Call for Approval of a Charge when my Terminal Refers me to call for Authorizations?
The number to call for Authorizations is 1-800-268-9824. 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. With the Card in hand simply call American Express® Authorizations at 1-800-268-9824 and indicate a "Code 10". 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 at 1-800-268-9877 and our representatives will be happy to assist you in setting up additional Merchant locations.

How Should I Respond to an American Express® Customer Service Inquiry Regarding a Charge?
Be sure to respond either by mail 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. If you are enrolled in Online Merchant Services you may respond online and fax supporting documentation.

I would like to know more about American Express® Point of Sale (POS) products.
Please call Merchant Service at 1-800-268-9877 and our representatives will be happy to discuss our products with you.
You can apply online and receive an instant decision. Please call 1-800-575-2273 now, to apply. Alternatively, you can download an application and fax it. (Please note that residents of Newfoundland and Quebec cannot apply by phone).

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