No. Once you are registered for payments or disputes online, statements and disputes notifications will be sent by email. 

Your online profile lets you update a wide range of information including email address, communication preferences, your password, business details and payment and dispute notification preferences.

You can live chat to a customer service rep or use our interactive online assistant. You can also call our Merchant customer service team. For client-managed Merchant Accounts, you can have a one-on-one training session with the online technical help desk.

You can easily retrieve your user ID or reset your password online. Head to the Merchant Home Page and click the 'Forgot User ID or Password' link. You will be asked to confirm your user ID in order to reset password.  To retrieve your user ID, you will need to confirm the email address that you provided to us when you registered for the Account.

Yes. On the Payments page, you’ll see a list titled ‘Pending’ which will include pending settlements. Pending settlements will only be displayed after we’ve processed payments.  

Yes, you can view and download transaction details for one location at a time. To do so, click the ‘Search’ icon and choose ‘Transactions’ from the drop-down menu. Then select the date range you need (max. 35 days).

For Merchants on a net pay set up, fees are taken just before settlement/depositing to your Account. The best area to view fees is in the settlements report. Here you will find 3 columns: Merchant fees and incentives and adjustments. See below a brief description of each.
• Merchant fees: a percentage of each transaction is paid to American Express in exchange for processing. The Merchant fees is the total dollar amount of the discount rate % applied to transactions, submissions or settlements.
• Adjustments: financial debits and/or credits to your bank Account due to invalid charges, customer disputes and promotional rebates.

If you are on a gross pay set up fees will be taken as a direct debit each month. In this case, the Merchant servicing fees, incentives and adjustments will appear as 0 on each settlement in the current month, and a direct debit line item will appear as a separate settlement once the gross pay amount has been deducted.

You can see payments information for up to 16 months, but can only view up to 35 days financial data at any one time. 

There are 2 options when it comes to managing disputes across multiple locations: Central and local. A central set up means that both the corporate headquarters and individual locations/Merchant Accounts can view and respond to disputes. Alternatively in a local set up the headquarters can see the disputes but cannot respond. The individual location/Merchant Account must respond the dispute. 

To contest a dispute, there is an option to enter a refund amount to the Card Member when you're responding to an inquiry, not if the Chargeback has already been issued. If you need to respond to a Chargeback, there is only an attach file and comments section. 

Once you are registered for online disputes management, please make sure to visit the website regularly to keep track of your disputes and avoid to no-reply Chargebacks. Additionally, ensure you opt-in to all disputes e-mail notifications to be notified about new inquiries, new Chargebacks, case updates, and to be alerted 7 days before your response is due. Lastly, please check that a current, accessible email address is included in your communication preferences. 

A list of acceptable documents and file formats is available on the response page on the left hand side of the screen.  

Once you submit online the information is sent to our American Express dispute team who assess all of the information and supporting documents to make a decision on the case. You will be notified by email once a decision is made (if you have ‘case updates’ notifications turned on) and the case can then move to a different status. 

You will then be charged back for the transaction. We will take the disputed amount from your settlements and will refund the Card Member. This is called a no-reply Chargeback.