Transcription
American ExpressMerchant Reference Guide U.S.April 2019
Copyright 2008-2019 American Express Travel Related Services Company, Inc. All rights reserved.
introduction.81.1about American Express .91.2about the reference guide .91.3organization of the reference guide .91.4publishing schedule .91.5becoming an American Express merchant .9doing business with American Express.10introduction .112.2the American Express merchant number.112.3merchant information .112.4use of third parties.112.5compliance with the technical specifications .122.6call monitoring .122.7permitted uses .122.8Cardmember offers .122.9marketing programs .12table of contents2.1Card acceptance.133.1accepting the Card .143.2treatment of the American Express brand.143.3prohibited uses of the Card .163.4treatment of American Express Cardmember information.17This document shall not be reproduced in any form without the express priorwritten consent of American Express Travel Related Services Company, Inc.April 20193
transaction processing.18the many types of transactions .194.2transaction cycle .194.3completing a transaction at point of sale.204.4processing an in-person charge.214.5customer activated terminals .214.6processing a Card not present charge .224.7processing a credit.224.8digital wallet payment .224.9return and cancellation policies .224.10corporate purchasing Card charges.224.11advance payment charges .224.12aggregated charges .234.13delayed delivery charges .234.14recurring billing charges .234.15processing prepaid Cards .244.16processing travelers/gift cheques .24table of contents4.1authorization.255.1introduction .265.2transaction cycle .265.3the purpose of authorization.275.4authorization process.275.5possible authorization responses .275.6obtaining an electronic authorization .275.7obtaining a voice authorization .285.8Card identification (CID) number .285.9authorization reversal .285.10authorization time limit.285.11floor limit.28This document shall not be reproduced in any form without the express priorwritten consent of American Express Travel Related Services Company, Inc.April 20194
submission .296.1introduction .306.2transaction cycle .306.3purpose of submission .306.4submission process.316.5submission requirements – electronic .316.6submission requirements – paper .316.7how to submit .317.1transaction cycle .337.2settlement amount.337.3discount/discount rate .347.4method of payment .347.5speed of payment .347.6payment options .347.7reconciliation options .347.8payment errors or omissions .34table of contentssettlement.32protecting Cardmember information.358.1data security operating policy .368.2standards for protection of Cardmember information.368.3data incident management obligations .368.4indemnity obligations for a data incident.368.5periodic validation of merchant systems.37This document shall not be reproduced in any form without the express priorwritten consent of American Express Travel Related Services Company, Inc.April 20195
fraud prevention.38introduction .399.2transaction cycle .399.3strategies for deterring fraud .409.4Card acceptance policies .409.5Card security features.409.6recognizing suspicious activity .419.7fraud mitigation tools .419.8verification services .419.9American Express SafeKey .41table of contents9.1risk evaluation.4210.1introduction .4310.2prohibited merchants .4310.3monitoring .4310.4consumer protection monitoring program .43chargebacks and inquiries .4411.1introduction .4511.2transaction cycle .4511.3disputed charge process .4611.4requesting a chargeback reversal.4611.5resubmission of disputed charge.4611.6compelling evidence .4611.7substitute charge records .4711.8deadline for responding .4711.9Cardmember re-disputes .4711.10chargeback and inquiry monitoring .4711.11how we chargeback .4711.12chargeback programs.4711.13ways to receive chargebacks and inquiries.4711.14response methods.47This document shall not be reproduced in any form without the express priorwritten consent of American Express Travel Related Services Company, Inc.April 20196
merchant fees.4812.1introduction .4912.2types of fees .4912.2.1 Card acceptance discount fees .4912.2.2 authorization fees.5012.2.3 submission and settlement fees .5112.2.4 data security fees.5212.2.5 data pass violation fee.52table of contents12.2.6 excessive Chargeback fee.5312.2.7 American Express Merchant Regulations fee.53glossary .54This document shall not be reproduced in any form without the express priorwritten consent of American Express Travel Related Services Company, Inc.April 20197
Merchant Reference Guide - U.S.introductionChapter ?11.1about American Express1.4publishing schedule1.2about the reference guide1.5becoming an American Express merchant1.3organization of thereference guideintroductioncontents
Merchant Reference Guide - U.S.introduction1.1about AmericanExpressAmerican Express was established more than 150 years ago and has undergoneremarkable changes over the years. One characteristic has remained constant, however:our commitment to the core values of our founders. American Express is guided by avalue system that is steadfastly focused on doing business in more than 130 countriesaround the globe with trust and integrity, delivering quality products and services to ourvalued customers.As a world-recognized brand leader, we take our commitment to Merchants seriously.This guide is designed to provide information about American Express and howaccepting the American Express Card can benefit Merchants.1.2about the referenceguideWe are pleased to provide the American Express Merchant Reference Guide – U.S.which describes in general American Express’ standard policies and procedures for Cardacceptance.This is a general review of information already distributed to Merchants in theirAgreements with American Express governing acceptance of the Card; it does notchange the terms and conditions of a particular Merchant’s Card acceptanceAgreement. Some Merchants may have different or additional, or reformatted terms andconditions. In the event of any conflict between the Agreement and any Applicable Law,the requirements of the law govern.1.3organization of thereference guideThe American Express Merchant Reference Guide is designed to follow the flow of theTransaction cycle - from Card acceptance, to Authorization, to Submission, toSettlement, to Disputed Charges, to Chargebacks.1.4publishing scheduleThe American Express Merchant Reference Guide will change periodically. We reservethe right to make changes at any time, and it is possible that this information will not beaccurate or current at all times or in all respects.1.5becoming anAmerican ExpressmerchantIf interested in becoming an American Express Merchant, call 800-829-7302, or visitwww.americanexpress.com/merchant.This document shall not be reproduced in any form without the express priorwritten consent of American Express Travel Related Services Company, Inc.April 20199
Merchant Reference Guide - U.S.2contents2.1introduction2.6call monitoring2.2the American Express merchant number2.7permitted uses2.3merchant information2.8Cardmember offers2.4use of third parties2.9marketing programs2.5compliance with the technical specificationsdoing business with American Expressdoing business with American ExpressChapter ?
Merchant Reference Guide - U.S.doing business with American Express2.1introductionAt American Express, we feel privileged to do business with Merchants and want tohelp make the process of accepting our Cards as simple as possible. This chapteroutlines some general concepts that relate to doing business with American Express.2.2the AmericanExpress merchantnumberAmerican Express Merchant Numbers are provided to Merchants shortly after theapplication process to accept the Card is completed.Merchants must use their Merchant Numbers to identify their businesses any time theycontact us. The Merchant is responsible for safeguarding the Merchant Number.Merchants must have separate Merchant Numbers assigned for Card Present Chargesand Card Not Present Charges, respectively.2.3merchantinformationSeamless communication is a critical component of our ability to provide superiorservice to our Merchants. Merchants must notify American Express of any changes intheir Merchant information (e.g., changes in methods of doing business).Additionally, we require that Merchants provide us accurate information to identifyeach person or Entity applying to accept the Card and open a Merchant Account, as wellas information that may be provided in subsequent calls or interactions with us. We willuse such information to improve our services, prevent fraud, or for other businesspurposes.2.4use of third partiesSome Merchants choose to deal directly with American Express for all aspects of theTransaction process; others enlist the assistance of various third parties to provide themwith services. These third parties include: service providers/Processors, Terminal Providers, vendors, and Covered Parties and other agents contracted to operate on the Merchant’s behalf.Merchants may retain, at their expense, such third parties; however, Merchants
Terminal Providers, vendors, and Covered Parties and other agents contract ed to operate on th e Merchant’s behalf. Merchants may retain, at their expense, such third par ties; however, Merchants remain financially and otherwise liable f
