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We have many of them right here.

We’ve put together answers to the most commonly asked questions. Simply click on the appropriate category below.

Q. How do I let you know about changes to my details?
A.  Please call our Merchant Services Hotline on 1800-235-6755 (Monday - Friday, 9am to 6pm).

Q. I have other business locations that I would like to accept American Express Cards at. What do I need to do?
A.  Please call our Merchant Services Hotline on 1800-235-6755 (Monday - Friday, 9am to 6pm).

Q. How do I ensure my terminal accepts American Express Cards?
A. Call your terminal provider and request that your terminal be programmed with your American Express Merchant number or call our Merchant Services Hotline on 1800-235-6755 (Monday - Friday, 9am to 6pm).

Q. My terminal is asking for authorisation of a transaction. Who do I call?
A. Call our 24-Hour Authorisations Hotline on 1800-737-8188. They'll need your Merchant number, Card Account number, and the amount charged.

Q. My terminal is displaying a fault message. Who do I call?
A. Call your terminal provider and quote the reference letter which appears on the terminal screen.

Q. My terminal is set up for chip & PIN. Can I still accept Signature Cards?
A. Yes, you should accept all Cards, regardless of whether they're chip & PIN or not. If a customer presents a Card without a chip, or with a chip but no PIN, swipe it and your terminal will then request a signature.

Q. The Card has no chip on it. What should I do?
A. Swipe the Card. Your terminal will then prompt you for the Cardmember's signature.

Q. A Cardmember claims not to know, or to have forgotten their PIN. Should I proceed? 
A. You may proceed if you wish, but cautiously. Select PIN bypass and your terminal will let you know whether the Card issuer will allow the Cardmember to sign for the transaction.
 
If PIN bypass is allowed: provided you have followed the correct authorisation and signature checking procedures, you'll not be liable if the transaction turns out to be fraudulent. 

If PIN bypass is not allowed: the transaction will be declined, and you must not allow the Cardmember to sign. If you do, you'll be liable if the transaction turns out to be fraudulent. If in doubt, always follow the instructions given to you by your terminal.

 

Q. How does American Express pay my business?
A. We'll pay the net amount we owe you. We arrive at this amount by deducting the Discount Rate on each transaction prior to settlement, rather than asking for payment at the end of the month. We may also offset any adjustments to your Account, such as credits, refunds or Chargebacks.

Q. When does American Express pay my business?
A. To find out when we pay your business, please consult your Merchant Payment Plan. If you can’t find your Merchant Payment Plan, call our Merchant Services Hotline to request a new one.

Q. Does American Express offset any adjustments to my Account?
A. Yes, we may offset any adjustments like credits, refunds or Chargebacks prior to settlement.

Q. When will I need to pay?
A. There may be times when your Account is in debit. Reasons for this may include:

  • Refunds you have made to Cardmembers.
  • Outstanding fees.
  • A Chargeback debited to your Account after a Cardmember dispute.

Q. How do I settle any money I owe American Express?
A. If you submit monthly transactions, we’ll deduct what you owe us from the next payment(s) we make to your business. In situations where we consider that those payments are not sufficient to clear the outstanding amount, we’ll contact you to make other arrangements for settlement.

Q. Why am I being deducted the full amount when I process a refund?
A. Whenever a refund takes place, American Express will retain the Merchant fee that was charged to your Account. The fee that we retain is Retain Discount Rate.

As you know, American Express serves as the intermediary between your establishment and our Cardmembers regarding customer disputes and returns. In this capacity, we need to handle credit transactions through our network, as well as respond to questions about credits issues as necessary. Processing these transactions has a cost to American Express and we are reflecting this in Retain Discount Rate.

 

Q. What is a dispute?
A. A dispute happens when a Cardmember notifies American Express about a charge on their Statement which they don’t recognise and requests further information.

Q. What is a Chargeback?
A. A Chargeback happens where, after investigation of a dispute, we debit your Account by the amount of the disputed transaction and credit the Cardmember.

Q. Will I be notified of a dispute or Chargeback?
A. If a Cardmember questions a charge, and the data we hold is insufficient to resolve the issue, we may send you a Referral Request letter. In certain circumstances, we make a Chargeback without sending a Referral Request letter. For example, with Merchants who receive a lot of disputes, or conduct transactions in what we consider to be risky business environments. If any enquiry results in a Chargeback to your Account, we will notify you accordingly.

Q. What is a Referral Request letter?
A. When we’re unable to resolve a dispute using our own data, we may send you a Referral Request letter. This outlines the reason for the dispute and specifies the documents we require from you. Please ensure that you respond fully before the reply-by date given.

Q. What do I do when I receive a Referral Request letter?
A. Please fax it to the number indicated on the letter, with all required details, before the reply-by date given. If we do not hear from you by that date, regretfully, we will have to deduct the amount of the transaction from your Merchant Account, then close the dispute.

Q. What happens once I have responded to the Referral Request letter?
A. Provided you have sent us everything we requested, we will investigate the dispute further. Depending upon the result of our investigation, we’ll either ask the Cardmember to pay the charge, or debit the amount (Chargeback) from your Account. Please note, we always make a Chargeback if:
  • You do not send us all the information outlined in the Referral Request letter.
  • You do not respond to the Referral Request letter by the date indicated on the letter.
  • The disputed charge has been resolved in favour of the Cardmember.

Q. How do I avoid disputes and Chargebacks?

A. There are steps you can take to minimise the chances of a dispute and Chargeback happening. For example, you should:
  • Keep all records of sales and charges.
  • Ensure your trading name appears correctly on the Cardmember’s Statement. To check the trading name we are quoting on Statements is correct, call our Merchant Services Hotline on 1800-235-6755
    (Monday – Friday, 9am to 6pm).
  • Help the Cardmember recall the transaction. Provide as much information as possible to remind them of the transaction (the hotel room number, for example).
  • Clearly advise Cardmembers of your returns policy for damaged or unwanted goods, and cancellation policy.
  • Check every Card carefully. Make sure it hasn’t been altered or damaged and has not expired. If it’s not a chip & PIN Card, ensure the signature matches against the one on the Card.
  1. Never split a charge to avoid your floor limit, or to skip authorisation altogether.

Q. Who can I contact about a dispute or Chargeback?
A. Call our Merchant Services Hotline on 1800-235-6755 (Monday – Friday, 9am to 6pm) for further information.

 

Q. How do I check/reconcile my daily submission?
A. You can reconcile your daily submission using our user friendly online tool – Online Merchant Services (OMS). OMS gives you access to all the financial data you need to reconcile your payments, and your submissions, all at no extra cost.

Q. Am I eligible for Online Merchant Services (OMS)?
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 will be able to provide you with your data online.
  • Are currently in a debit balance situation (i.e. 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 your agreement with us has recently been terminated, then we will not be able to provide you with any information online.
  • Submit and get paid in any currency other than Singapore dollars. In this case we’ll advise you and later provide you online data portals for currencies other than Singapore dollars.

Q. What are the benefits of reconciling my payments online?

A. By reconciling your payments online, you will be able to:
  • View your payment data online the day after you have processed American Express transactions even before the fund being deposited in your Account.
  • Check that your submissions have been received by American Express and processed successfully.
  • Access all your payment information 24 hours a day, 7 days a week.
  • Save Time. Receive your American Express information electronically in one central location to eliminate the risk of mail delays and lost communications.
  • Minimise Your Paperwork. Replace your paper Statements with this fast, flexible tool you can access any time of day.
  • Predict Cash Flow More Accurately. Track money deposited to your Account on a daily basis, so you don't have to wait until the end of each month for your Account status.
  • Improve Your Business Analysis. Export your financial information to spreadsheet applications, such as Microsoft® Excel, so you can achieve greater analysis and eliminate the need to key the information into your computer.
If you are an existing user of Online Merchant Services (OMS) & would like to login now click here.

If you are a new user and have not registered for OMS click here.

Q. Is there a fee for reconciling my payments online?
A. There is no fee for this service.

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 payments from American Express?
A. No. Reconciling your payments online will have no impact on the time in which you receive payments for American Express charges.

Q. How long will it take to access data once I’ve signed up to reconcile my payments online?
A. Once your registration process is completed, your financial data will be available to you immediately.

Q. Does signing up to reconcile my payments online automatically discontinue hard copy (paper) or soft copy (email) payment Statements?
A. Yes, starting with your next Merchant Statement, all financial information will now come to you through online access only.

Q. How much payment reconciliation data will be available online?
A. You’re able to view the latest 13 months of payment reconciliation data online. You can also view it by running a report and/or downloading the data into a spreadsheet (for example; Microsoft® Excel).

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 register 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. The Head Office Account will then 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 due to 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 material by fax. Receiving a notification online is much faster than via 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 resolve customer disputes for all of your locations. When you access the service, you’re given the opportunity to select the locations within your organisation for which you wish to manage disputes.

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 will it take to access data once I’ve signed up to customer disputes online?
A. Once you’re registered, you may begin viewing your online disputes and Chargebacks within
24-48 hours.

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. 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 Dispute 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’re 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 depending on the type of dispute. Check the main Dispute Detail page and the reply-by date section for each dispute to see how much time you have to respond.

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’re 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 Dispute Detail page. When the Response page appears, choose a Response Code and provide the required information. Click Send Response when you’re finished. There’s no further action required 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 Dispute Detail page. When the Response page appears, choose Response Code 08 - Issuing Credit. Click Send Response when you’re finished.

Q. What is a Response Code?
A. A Response Code is a designation used 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’ll automatically be 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. If you wish to make any changes to the response, you’ll need to contact our Merchant Services Hotline on 1800-235-6755
(Monday – Friday, 9am to 6pm) .

Q. What does it mean to disagree with a customer dispute by issuing no refund?
A. Disagreeing with a dispute allows you to contest the dispute should you feel 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 Dispute 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 sustaining your disagreement with the Customer Dispute. The supporting documents you will need to send vary by Case Type. Refer to the Supporting Documentation Required field under the Reason for a Dispute section in the Disputes Detail page for the most acceptable examples.

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 material. When faxing, print the same cover sheet and fax it 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 when disagreeing 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 Dispute Detail page. When the Response page appears, choose a Response Code and provide the requested support documentation. You must click Send Response when you are finished.

Q. What supporting documentation should I send?
A. You should send documents sustaining your disagreement with the customer dispute. The documents you 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.

Log onto our Online Merchant Services (OMS) now.

Q. What is fraud, and how does it affect me?
A. Fraud takes many forms, like stolen and counterfeit Cards, for example. These days, it’s likely you’ll have to deal with attempted fraud at some point, so it is important that you recognise the telltale signs to avoid fraudulent transactions. If you’re slow to react, it can result in loss of goods and revenue through Chargebacks.

Q. What should I do if I suspect a Card is stolen, or is a counterfeit?
A. Please hold onto the Card, and call our 24-Hour Authorisations Hotline on 1800-737-8188. We’ll need your Merchant number, and the Card Account number.

Q. How can I avoid fraudulent transactions?
A. Vigilance is most important in avoiding fraudulent activity, whichever type of transaction you’re dealing with.

1. When you are face-to-face with the customer:
  • Only proceed if the customer is in possession of the Card.
  • Check the Card has not expired, been altered or damaged.
  • Carefully compare the customer’s signature on the receipt with the signature on the Card.
  • With the EMV Smart Chip, you are protected against fraudulent activities and you can enjoy the highest level of security when transacting on your terminal. The microprocessor chip on the EMV Chip Card is protected by cryptographic encryption, which prevents its contents from being replicated. The
    chip-based card complies with the MAS standards of data security.

2. When the customer is not with you (mail, telephone or internet orders):

  • Only send merchandise to the billing address on the Card, and obtain signed proof of delivery.
  • Make sure your online checkout is secure, with industry-standard encryption.
  • If you are doing internet transactions, please ensure that your internet checkout is secure, with
    industry-standard encryption by registering your business into the American Express SafeKeySM (AESK) Program which provides greater security for charges made by internet orders through the use of an authentication method. To get on board SafeKeySM, please call our Merchant Services Hotline on 1800-235-6755 (Monday – Friday, 9am to 6pm).


Q. How can you help me attract more American Express Cardmembers?
A. We offer a variety of products and services to help you attract more American Express Cardmembers. These include complimentary promotional material as well as marketing support programmes such as Selects .

Q. What is American Express SelectsTM?
A. American Express Selects is a well-known global network usage platform with the purpose of driving sustainable incremental business volume at participating Merchants. Selects programmes are applicable to ALL American Express Cardmembers. Selects is a complimentary marketing tool for dining, retail and travel establishments. Selects is a great opportunity to attract American Express Cardmembers to your business.

Q. How do I place an offer on the American Express Selects website?
A. To take part in the Selects programme, Merchants will need to call Merchant Services Hotline at
1800-235-6755 (Monday – Friday, 9am to 6pm) or call your Account Manager.

Q. What would I need to provide/submit to American Express when I decide to participate in Selects?
A. You will need to provide us with your company logo as a JPEG or TIFF file, or a high-resolution EPS file, and high res images/visuals, plus offer mechanics to your Account Manager or call Merchant Services Hotline 1800-235-6755 (Monday – Friday, 9am to 6pm).

Q. How long will it take to publish my Selects offer on the website?
A. Upon approval of your Selects offer, with all images/logos submitted, it will take 4 weeks to appear on the website.

Q. Can I promote my Selects offer on my website?
A. Yes, you can promote your offer for American Express Cardmembers on your website, but you’ll first need to get approval by American Express Marketing. Please contact your respective Account Manager or call 1800-235-6755 (Monday – Friday, 9am to 6pm).

Q. What type of offer do I need to provide?
A. As Selects is an exclusive offer programme, you’ll need to provide a best-in-class offer during the time of promotion. You may also view the current offers on amexnetwork.com.sg .
Q. Who can I contact for CPC technical details?
A. If you are having any difficulties, please call our Merchant Services Hotline on 1800-235-6755 (Monday – Friday, 9am to 6pm) if you are using an American Express acceptance device or a bank’s device.

Q: Can I accept other Purchasing Card customers?
A: Yes, you are not restricted to just one customer. Please contact our team for more details on
1800-235-6755 (Monday – Friday, 9am to 6pm).

Q: How do I submit a payment on a CPC?
A: If you require further information, please contact our Merchant Services Hotline 1800-235-6755
(Monday – Friday, 9am to 6pm).

Q: How can American Express help me reconcile my payments?
A: You may prefer to reconcile your payment by managing your Account online, using our Online Merchant Services (OMS). This offers you quick, secure access to your Statement. For more information call our Merchant Services Hotline 1800-235-6755 (Monday – Friday, 9am to 6pm).

Q: My business has been transferred to a new legal entity. Will this affect my CPC Account?
A: It’s likely you will need to complete a new application for your new legal entity. To find out more information, please call our Merchant Services Hotline 1800-235-6755 (Monday – Friday, 9am to 6pm).

Q: How do I inform you of a change to my company’s bank details?
A: Download the maintenance form from our website and fax it back with the necessary documents after you have filled it in. Q A CPC transaction has been declined? Why has this occurred?
A: This could have happened for a number of reasons:
  • The Card has been cancelled, or expired.
  • The Card limit has been exceeded.
  • Your business is not yet on your customer’s list of suppliers.
Please contact our 24-Hour Authorisations Hotline on 1800-737-8188. They will identify the issue for you and advise you of next steps.

Q. How do I process Travellers Cheques?
A. To authorise a cheque, follow the steps below:

1. Watch your customer countersign the cheque(s), and then compare their signature with the original one to     ensure they match.
2. Ensure that you have a valid cheque by examining the security features; click here for examples
3. Check for any obvious signs of alteration to the cheque or the original signature.

Alternatively, you can obtain authorisation by calling 1800-823-2090, or go online at americanexpress.com/verifyamextc (where you’ll also find a link to our acceptance procedures). Please note that this service is automated. Registration is required by a first time user. To register please call us on 1800-823-2090 or +612-8223-9171 (Monday – Friday, 9am to 7pm).

Q. How do I validate security features?
A. While holding the cheque to the light, view the Centurion watermark in the white area and the ‘AMEX’ security thread in the middle area, and ensure they’re both visible from the front and back of the Travellers Cheque. View the holographic foil at various angles to verify denomination, and view image and colour changes between Centurion and American Express logo. Ensure the cheque has not been visibly altered and/or manipulated.

Q. How do I process Travellers Cheques issued in a foreign currency?
A. Travellers Cheques presented in a foreign currency should be viewed as foreign notes. Should you choose to accept Travellers Cheques in a foreign currency, you’ll need to determine the exchange rate and convert the transaction. Contact your bank for further details.

Q. Can I deposit Travellers Cheques with my bank?
A. Most banks accept American Express Travellers Cheques. Please contact your bank to check for their specific conditions.

Q. Do I give change in cash?
A. Yes. In the same way as you would for bank notes. And, as with bank notes, be wary of high-value Travellers Cheques being used for a low value purchase.

Q. What if I don't see each Travellers Cheque being countersigned?
A. Ask the customer to repeat their signature on the back of each cheque.

 

Q.What is the Data Security Operating Policy?
A.It’s an American Express policy with which all Merchants, Processors, and Service Providers that store, process or transmit American Express Cardmember information must comply. This policy has been strengthened to reflect current business conditions, provides additional requirements to help safeguard Cardmember information and aligns with the Payment Card Industry Data Security Standard (PCI Standard). The PCI Data Security Standard sets out a common set of technical requirements for safeguarding sensitive payment data which are applicable across the industry.

Q.Who does the Data Security Operating Policy apply to?
A.It applies to all entities (Merchants and Service Providers) who process, store or transmit Cardmember information. Its requirements apply to all equipment, systems and networks on which American Express Cardmember information is processed, stored or transmitted.

Q.Why is the Data Security Operating Policy important to my business?
A.Compromised data can have a negative impact on your business, other Merchants and card issuers. Even one incident can severely damage a company's reputation and its ability to conduct business effectively. Addressing this threat by implementing security operating procedures can make your customers feel more secure and enhance the reputation of your business.

Q.Why should my business comply with Data Security Operating Policy?
A.The Data Security Operating Policy is a sound business practice and a requirement of American Express. By accepting American Express Cards, you agree to be bound to terms and conditions of our Card Acceptance Agreement, which includes data security requirements and mandates compliance with American Express policies and procedures.

Q.Does the Data Security Operating Policy still apply to me if I do not store Cardmember information?
A.Yes, the policy still applies to any of your equipment, systems, and networks that transmit or process Cardmember information.

Q.Can a Merchant or Service Provider be considered compliant if it has outstanding non-compliance issues?
A.We encourage Merchants and Service Providers to complete an initial review, develop a remediation plan, complete items on the remediation plan, and revalidate compliance of those outstanding items. This plan can be submitted to American Express for review until full compliance can be achieved. If American Express accepts the plan, in its sole discretion, it can choose not to impose the non-validation fees for a Merchant's failure to provide the documentation validating its compliance with the PCI Data Security Standard. A Merchant may still remain liable for fraud as a result of a security compromise.

Q.How does the Data Security Operating Policy compare to the PCI Data Security Standard?
A.The PCI Data Security Standard is the technical foundation for the Data Security Operating Policy, allowing Merchants and Service Providers to comply with one set of data security technical standards. The Data Security Operating Policy defines the levels, requirements and validation deadline for American Express.

Q.I've been contacted by a company called Trustwave on behalf of American Express. I don't know who this Trustwave company is, and this sounds like a phishing scam.
A.How do I know this isn't a scam? American Express has retained Trustwave to help us administer our Data Security Compliance Program. Trustwave is a leading provider of information security and compliance management solutions to Merchants and Service Providers. We are glad you're checking up on this - we can assure you that this company is reputable and will adhere to all American Express’ privacy principles.

Q.Can I use another company other than Trustwave to conduct the required assessment and/or scans?
A.Yes. You may use any of the approved vendors listed at https://www.pcisecuritystandards.org/approved_companies_providers/index.php

Q.If I used another company to conduct my scan, do I have to provide it to Trustwave?
A.Yes, it will be necessary for you or your chosen authorised security vendor to submit this information to Trustwave. Trustwave has been contracted and authorised to collect this information on behalf of American Express.

Q.May I submit my validation documentation directly to Trustwave?
A.Yes, you may submit your validation documentation to Trustwave via our secure portal. Send an email to Trustwave at AmericanExpressCompliance@trustwave.com and request a customised link to the secure portal. Uploading your validation documentation is quick and easy.

 

Q. What are the different ways to process American Express transactions?
A. There are 3 methods:
      •  Processing charges electronically.
      •  Processing charges manually.
      •  Processing mail order/telephone order (MOTO) and internet charges.


Q. How do I process American Express transactions?

A. Before you start, here are 6 tips to protect your Business Account:
      •   Verify that the person presenting the Card is the Cardmember
          The American Express Card is not transferable, even among family members. The Card can only
           be used by the person whose name is embossed on the front of the Card.
      •   Compare the signatures
          Verify that the Cardmember's signature on the transaction slip (Record of charge) matches the
           signature on the back of the Card. Make sure that it is the same name as embossed on the front
           of the Card.
      •   Check the validity date on the Card
          Ensure that the Card has not expired. If the Card is not valid or when unsure, call Authorisations
          at 1800-737-8188 and ask to speak to an Authoriser for handling instructions.
      •   Swipe the Card, insert the Card into a chip reader or take an imprint
           If the magnetic strip on the back of the Card or the chip is unreadable, call our 24-Hour Authorisations
           Hotline at 1800-737-8188 and proceed with processing the transaction on paper. If you process
           on paper, take an imprint of the Card.
      •   Obtain a valid approval code
          You must obtain a valid approval code for all transactions. Failure to obtain an approval code could
           result in a Chargeback. You must not attempt to circumvent Authorisations procedure by submitting
           two or more charges for a single transaction. Validity of approval code is 30 days.
      •   Return the Card and the Cardmember's copy of the Record of Charge (ROC), terminal
           receipt, or Credit Record to the Cardmember.

If you are processing the charge:

a) Electronically
Processing the American Express Card charges electronically is quicker for you and your staff. Electronic processing can also help ensure the accuracy of your transactions and reduce the chance of incorrectly completed forms or lost paperwork. Simply swipe the Card through your terminal or insert Card into a chip reader to request Authorisations. If your existing terminals do not accept American Express Card, call Merchant Services Hotline at 1800-235-6755 (Monday – Friday, 9am to 6pm).

To process charges electronically, follow these easy steps:

1. Before processing your first charge or credit, make sure your Electronic Data Capture (EDC) terminal or     electronic cash register is properly programmed.
2. Follow the basic instructions for submitting transactions that were provided with your equipment.
3. Your terminal must be able to generate a receipt containing the following information:
  • Approval code number.
  • Card Account number and expiry date.
  • Date of charge.
  • Amount of charge, which must be the total purchase price of goods or services purchased, including applicable taxes, tips, postage and packing charges. Any tip amount should be filled in by the Cardmember before you complete the total on the receipt.
  • A concise description of the goods or services purchased.
  • Your business name, address and American Express Merchant number.

b) Processing charges manually

When your terminal is down, you can still accept American Express charges by processing them manually. For each transaction, be sure to:
  • Complete a Record of Charge (ROC), and include all the information required for an in- person charge.
  • Obtain the Cardmember’s signature on the ROC form.
  • Call American Express 24-Hour Authorisations Hotline at 1800-737-8188.
  • Complete the Summary of Charge (SOC) and submit the forms (ROC and SOC) to American Express International Inc., Crawford Post Office, P.O.Box 881, Singapore 911913 in order to have them processed.
To view a sample of a manual charge slip or ROC and SOC along with simple instructions, click here .

c) Processing mail order/telephone order (MOTO) and internet1 charges.

To protect yourself from Chargebacks, please follow the Card acceptance procedures in your Card Acceptance Agreement. Be sure to:
  • Provide signed proof of delivery to the Cardmember's billing address.
  • Always submit Mail secure/Phone secure/internet charges under a separate Merchant number. To find out how you can acquire a separate Merchant number, please contact Merchant Service Hotline at 1800-235-6755 (Monday – Friday, 9am to 6pm).
  • Ensure merchandise is delivered to the Cardmember's billing address. You must instruct your shipping company that merchandise is not to be re-routed.
To avoid risk of fraud, remember to ask the Cardmember for:
  • Their name exactly as it appears on the Card.
  • Their Card Account number.
  • Card valid dates.
  • Card billing address, as well as the address where merchandise is to be delivered (if different from billing address).
  • Home or business telephone number.
  • Telephone number where the Cardmember can be reached (if different from the home or business phone).

For each transaction, be sure to:
  • Complete a Record of Charge (ROC), and include all the information required for an in-person charge. Then follow the above instructions from point 3 of ‘Electronically processing’.
  • Write "Telephone Order" or "Mail Order" as appropriate on the signature line of the Record of Charge.
  • Call American Express 24-Hour Authorisations Hotline at 1800-737-8188.
    Complete the Summary of Charge (SOC) and submit the forms (ROC and SOC) to American Express International Inc., Crawford Post Office, P.O.Box 881, Singapore 911913
  • In the case of mail, telephone or internet transactions where the Cardmember is not present to sign or to enter in their PIN, you need to follow a different process.
  • You must obtain all required information from your customer in order to complete your transactions. The details you require depend on your 'Card not present' acceptance function. Contact your service provider to discuss these requirements.

1. Internet includes online services, World Wide Web sites, and other similar networks.


Q. How do I process a refund?
A. There are 2 methods you can use to process a refund. You can either process it on your terminal by pressing the ‘refund’ function2 or simply complete a manual refund form. For each refund, be sure to:
  • Complete a Credit Record of Charge (Credit ROC) and include all the information required.
  • Then complete a Credit Summary of Charge (Credit SOC)
  • Send the forms (Credit ROC and Credit SOC) to American Express International Inc., Crawford Post Office, P.O. Box 881, Singapore 911913 in order to have them processed.

To view a sample of a manual refund form or Credit ROC and Credit SOC along with simple instructions, click here .

2. The refund function on your terminal differs from bank to bank. Kindly contact your terminal provider for assistance

Q. How do I process a refund with a partial Card number?
A. You may contact our Merchant Services Hotline at 1800-235-6755 in order to obtain the full Card number. Please note before we can release the information, we are require to identify you first. Kindly provide the partial Card number, the charge amount and the transaction date in order for us to assist you in locating the details.
Q. What is a debit balance?
A. Debit balance refers to the outstanding amount in your Account due to the following reasons:
  • Refund that was processed to Cardmember.
  • An adjustment incurred due to Cardmember dispute.
  • Fees.

Q. Why do I receive an Interim Advice?

A. When your transactions are insufficient to collect any outstanding amount, American Express will send you the Interim Advice to notify you of your outstanding balance 7 days after it is reflected in your Account.

Q. How can I clear the outstanding balance on my Account?
A. There are 2 ways to clear the outstanding balance on your Account:

  1. Transfer outstanding payment between your existing Merchant Accounts
    Transfer the outstanding amount to one of your American Express Merchant Accounts that have submissions to offset the outstanding amount.
    To apply for this arrangement, you will need to write in with your consent and fax it to us at
    800-616-1923 .
  2. Via cheque
    You can send us a cheque made payable to 'American Express International, Inc.' at the following address:
    American Express International, Inc..
    Card Cashiers Department
    American Express International, Inc.
    Mapletree Business City
    #08-00  Block C
    20 (West) Pasir Panjang Road
    Singapore 117439

Please ensure that your Merchant number is written at the back of the cheque in order for us to identify your Merchant Account.

 

Q. I need to update my Account details. How do I update:
A. There are currently two ways to update your Account details. These vary depending on the details you wish to change:
  1. For Address/Contact details?
    Please call our Merchant Services Hotline at 1800-235-6755 (Monday – Friday, 9am to 6pm). No supporting documents required.
  2. For any other of your Merchant Account details:
    You will need to complete the Maintenance Form with your latest details and fax it to us at
    800-616-1923. As a form of verification, you will need to enclose supporting documents according to the request types listed below.
       
Bank account number?
Supporting documents – Either one of: bank statements, voided copy of a blank cheque, deposit slip bearing the new account details.         

Trading/company name?
Supporting documents – certified copy of the Registrar of Company bearing the new company’s name.         

Both company name and bank account number?
Supporting documents – Either one of: bank statements, voided copy of a blank cheque, deposit slip bearing the new account details. Certified copy of the Registrar of Company bearing the new company's name.         

Add/delete authorised person of the Account?
Supporting document – copy of Registrar of Company.         

Change of ownership/entity?
Kindly contact our Merchant Services Hotline at 1800-235-6755 for assistance.
        
Please note before we can change your Account details, we are required to identify you.

Q. What are the available channels for placing an order for American Express Point of Purchase (POP) material?
A. Make sure they know you welcome their Cards by ordering your complimentary Point of Purchase materials. It's easy. Simply place your order or download our logos for use on your website, catalogues and invoices through our online store

You may also place your order through the Merchant Services Hotline at 1800-235-6755. The Merchant Services Hotline is open Monday – Friday, 9am to 5pm; Saturday, 9am to 1pm.

 Q. Is the POP material complimentary?
A. Yes. POP material is provided to our Merchants at no charge.

Q. Is there a limit on the number of items I can order?
A. You can order up to a maximum of 49 pieces per item.

Q. Upon placing my order, where do I collect the POP material?
A. The POP material will be delivered to you between 10am to 7pm from Monday to Friday.

Q. How long does it take for POP material to be delivered?
A. POP materials will reach you within 5 to 10 working days from the date your order is approved.

Q. Can I request for the order to be delivered to a residence or an overseas address?
A. We are unable to deliver the order to a residence or overseas address. All delivery must be made to a local business address.