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Merchants FAQs

How to read my statement?
Click here to know more on your statements.

How can I order new promotional material?
Click here to order complimentary promotional material online

How do I apply to accept the American Express® Card?
Click here to apply to accept the Card.

How can I update/change information related to my American Express Merchant account e.g. business name, address, phone number, bank account, etc?
Call Merchant Services. Our representatives will be happy to assist you in completing your request. Alternatively, simply fill out the Change of Address and Bank Account form and fax it back to us.

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, then contact Merchant Services.

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. You also have the opportunity to participate in our ongoing Marketing programs by filling out the Merchant Offer Form.

How quickly will I be paid for my American Express Charges?
American Express offers three standard Merchant payment plans:

  1. Weekly Payment Plan/Basic Payment Plan
    Under this plan, payment for Charges submitted either under a properly completed Charge Summary Form or electronically through Electron

    What phone number do I call for approval of a Charge when my terminal refers me to call for Authorisations?
    Click to see the numbers for 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 instruction. 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 fax to the address or fax number indicated with the requested documentary support before the reply-by date noted on the request. 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.