Q. What is Reconcile Payments?
A. Online Merchant Services - Reconcile Payments is a facility which provides American Express Merchants with access to their submission and payment data online. It will also allow merchants to print Tax Invoices. Merchants who receive payments (for their own submissions, and/or for submissions from other branches within their group) will be able to see full payment-related information online. Merchants who submit, but who do not receive their own payments (for instance if they belong to a centrally paid group), will be able to view their own submission information.
Q. Am I eligible for Reconcile Payments?
A. We do not grant access to online information to Merchants who:
- Are paid by cheque. In this case, we would suggest you sign up to receive payments directly into your bank account, then we’ll be able to provide you with your data online.
- Are currently in a debit balance situation (owe American Express money). In this case, we would encourage you to apply again when the debit balance has been cleared.
- Have cancelled their agreement with us. If you have recently terminated your agreement with us, or if we have terminated it, then we will not be able to provide you with any information online.
- Submit and get paid in any currency other than New Zealand dollars. In this case we’ll advise you, and follow up with you in order to provide you with online data for currencies other than New Zealand dollars.
Q. What are the benefits of reconciling my payments online?
A. You will be able to see your payment information faster and more frequently than you currently do! This resource will allow you to view your payment information online up to 2 days before the funds reach your bank account. You will also be able to download your financial information into spreadsheet applications such as Microsoft®Excel for more customised analysis. In addition, you will be able to see if we have received your most recent submissions (usually the day after you have sent them to us for payment). You need to use the ‘View Pending Submissions’ option to do this.
Q. Can I produce a Tax Invoice online?
A. Yes, you can view and print Tax Invoices online through Online Merchant Services.
Q. Is there a fee for reconciling my payments online?
A. There is no fee for this service. In fact, if you enrol for Online Merchant Services, you’ll automatically switch to paperless statements, saving you $5.00 per statement (the amount we charge for issuing paper statements).
Q. Will reconciling payments online affect my American Express service fee?
A. No. Reconciling your payments online will have no impact on your American Express service fee.
Q. Will reconciling payments online affect the time in which I receive payment from American Express?
A. No. Reconciling your payments online will have no impact on the time in which you receive payment for American Express charges.
Q. How long after I sign up to reconcile my payments online will I be able to access my data?
A. Once you specify your American Express Online Services User ID and Password and the enrolment process is complete, your financial data will be available to you.
Q. Does signing up to reconcile my payments online automatically discontinue hard copy (paper) or soft copy (email) Merchant statements?
A. Yes. Starting with your next Merchant statement, all financial information will now come to you through your online access only.
Q. How much payment reconciliation data will be available online?
A. You are able to view the latest 13 months of payment reconciliation data online. You can also view the last 13 months of payment reconciliation data by running a report and/or downloading the data into a spreadsheet (for example, Microsoft® Excel).Q. How far back can Tax Invoices be produced from this online product? A. You can view up to 13 months data on Online Merchant Services.
Q. What kind of internet browser will I need to reconcile my payments online?
A. You will need Netscape® Navigator, Microsoft® Internet Explorer 5.01, or America Online version 4.0 or higher. As of June 1999, version 5.01 will be required to reconcile your payments online.
Q. How can I access all my accounts with one User ID?
A. To view payment data for multiple locations, all you need to do is enrol your Head Office American Express merchant number. To do this you will need to create a new ID and password, enter your Head Office merchant account number and banking information. Your Head Office will now be able to view financial data for each location in the chain.
Q. Why should I resolve my customer disputes online?
A. By receiving and responding to customer disputes online, you can save time and money, as well as reduce the risk of ‘no reply’ Chargebacks that can occur because of mail delays or misplaced dispute letters.
Q. How does resolving disputes online differ from doing so through the mail?
A. In both cases, you are provided the same time to reply and can send supporting materials by either fax or mail. Receiving a notification via email is much faster than surface mail and as a result provides you with a longer period of time in which to respond.
Q. Can I track my customer disputes online even if my business has multiple locations?
A. Yes. You can use your online account to resolve customer disputes for all of your locations. When you access the service, you are given the opportunity to select the dispute and the location within your organisation you wish to manage.
Q. Does resolving my customer disputes online automatically mean I will no longer receive paper customer dispute letters?
A. Yes, this information will now be provided to you through online access only.
Q. How long after I sign up to resolve customer disputes online will I be able to access my data?
A. Once you have set up your American Express Online Services User ID and password during the enrolment process, you may begin viewing your online disputes and Chargebacks upon your first login. If you are already enrolled to Online Merchant Services and are simply adding this service to your existing User ID, you may begin viewing your data immediately.
Q. What is a customer dispute?
A. A customer dispute is a notification you receive whenever a Cardmember enquires about a charge from your business. To find enquiries that have been sent to you, click on the ‘Search Disputes or Chargebacks’ link and select a case to see further details.
Q. What should I do with a customer dispute?
A. You must respond to each customer dispute you receive by the date indicated on the Disputes Detail page. You can choose to issue a full refund, no refund or a partial one. By choosing to issue a full refund, you can either authorise a Chargeback or issue a credit to the Cardmember for the full disputed amount. If you choose to issue no refund, you are contesting the dispute. If you choose to issue a partial refund, you can authorise a partial credit to the Cardmember.
Q. How much time do I have to respond to a customer dispute?
A. The amount of time you have to respond varies by the type of Dispute. For each dispute, check the Reply by Date section found on the main Disputes Detail page to see how much time you have to respond.
Q. What should I do if I can't respond immediately?
A. After reviewing the dispute, go to the Dispute Search Results. However, you must still respond by the final date indicated. Cases to which you must respond in fewer than seven days will be displayed in red on the Dispute List.
Q. What if I don't respond in time?
A. If you do not respond to a customer dispute by the date indicated, you may be subject to a Chargeback for the full disputed amount.
Q. What does it mean to agree with a customer dispute?
A. Agreeing to a customer dispute means that you are either authorising a Chargeback or issuing a credit to the Cardmember for the full disputed amount.
Q. What should I do if I agree with a customer dispute?
A. Select ‘Continue with Full Refund’ on the Disputes Detail page. When the Response page appears, choose a Response Code and provide the required information. You must click ‘Send Response’ when you are finished. There is no further action that you need to take, other than issuing the credit to the Cardmember.
Q. How do I respond to a dispute when a credit for the full disputed amount has been or will be issued?
A. If issuing a credit, you must enter your response and issue the credit through your terminal. Select ‘Continue with Full Refund’ on the Disputes Detail page. When the Response page appears, choose Response Code 08 - Issuing Credit. Click ‘Send Response’ when you are finished.
Q. What is a Response Code?
A. A Response Code is a designation established by American Express to define the action you intend to take, or have already taken, regarding a customer dispute. You must select a Response Code in order to submit your response to a customer dispute.
Q. What happens after I send my ‘Issue Full Refund’ response?
A. You will be automatically directed to the Thank You page. This page provides all the details of the customer dispute as well as your response to it. You should print this page for your records.
Q. Can I make changes after I click ‘Send Response’?
A. No. Once you have sent your response, no changes can be made online. However, if you wish to make any changes to the response you will need to contact our Customer Care Professionals on 0800 800 855 (Monday-Friday 8.30am-6.00pm).
Q. What does it mean to disagree with a customer dispute by issuing no refund?
A. Disagreeing with a dispute allows you to contest it should you feel that no refund is owed. You must provide supporting documentation in order to disagree with a customer dispute.
Q. What should I do if I disagree with a customer dispute and want to issue no refund?
A. You should select ‘Continue with no refund’ on the Disputes Detail page. When the Response Page appears, choose a Response Code and provide the requested supporting documentation. You must click ‘Send Response’ when you are finished.
Q. What supporting documentation should I send?
A. You should send documents that sustain your position of disagreeing with the customer dispute. The support documents you will need to send vary by the Case Type. Refer to the Support Documentation Required field under the Reason for a Dispute section in the Disputes Detail page for the most acceptable supporting documentation.
Q. How should I send my supporting documentation?
A. You can fax or mail your supporting documents. When mailing, create a cover sheet by choosing Create a Facsimile Cover Sheet on the Thank You page. Print this cover sheet and include it with your supporting materials when you mail them. When faxing, print the same cover previously mentioned, then fax this cover sheet along with your supporting documents.
Q. What does it mean to disagree with a customer dispute by issuing a partial refund?
A. Disagreeing with a dispute allows you to authorise a partial refund of the disputed charge amount to the Cardmember. You must provide additional supporting documentation to disagree with a customer dispute.
Q. What should I do if I disagree with a customer dispute and want to issue a partial refund?
A. You should select ‘Continue with a Partial Refund’ on the Disputes Detail page. When the Response page appears, choose a Response Code and provide the requested supporting documentation. You must click ‘Send Response’ when you’re finished.
Q. What supporting documentation should I send?
A. You should send documents that support your position of disagreeing with the customer dispute. The supporting documents you will need to send vary by the Case Type. Refer to the Supporting Documentation Required field in the Disputes Detail page for the most acceptable examples.