American Express Merchant FAQs




Q:
How can I update my American Express merchant details or request new stores to be added to my existing contract?

A: Call the Merchant Helpdesk on 011 667 8173 and our representative will be happy to assist you.


Q:
Who do I call for an authorisation?

A: Contact our Authorisations Helpdesk on 0860 321 555 or 011 710 4808 with your merchant number, the Card account number and the transaction amount


Q:
What do I do if I suspect that a Card is stolen or fraudulent?

A: Don’t confront the customer or client. Retain the Card and contact the Fraud Helpdesk on 011 294 7900. Be prepared to give your merchant number and the Card account number.


Q:
My competitors don’t take it. Why should I?

A: American Express Cardmembers have been proven to have higher transaction values and spend more frequently. This is supported by a strong loyalty program. American Express offers an opportunity for Merchants to attract and retain great customers. What’s more, American Express Cardmembers actively seek out accepting Merchants, which gives your business the chance to stand out against the rest.


Q:
I am already an American Express Merchant. How do I find my merchant number?

A: Your ten digit Merchant number can be found on the top left hand side of your statement. If you do not have this, please call the American Express Merchant Helpdesk on 011 667 8173 or 0860 119 966


Q:
I have other business locations where I would like to accept American Express Cards at. What do I need to do?

A: Please call the American Express Merchant Helpdesk on 011 667 8173 or 0860 119 966


Q:
What is chip technology?

A: Instead of being swiped using a magnetic stripe to communicate its payment information, the Chip card is inserted into a terminal and remains there throughout the transaction. The Chip stores the issuer's authorization rules electronically and checks the cardholder's PIN as a means of verification. Chip cards allow for the option of Contactless transactions and are more difficult to counterfeit than magnetic stripe cards.


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:
What is a request for information letter?

A: When we’re unable to resolve a dispute using our own data, we may send you a ‘Request for Information 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:
My device is asking for authorisation of a transaction. Who do I call?

A: Call the Authorizations Helpdesk on 0860 321 555 or 011 710 4808 and our representative will be happy to assist you.


Q:
My device is displaying a fault message. Who do I call?

A: Call the American Express Merchant Helpdesk on 011 667 8173 or 0860 119 966. They'll need your Merchant number, Card account number, and the amount charged.


Q:
My device is set up for chip and 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, process it as normal and 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 Cardmembers signature.

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