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How to process transactions |
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It's easy to process American Express?/SUP> Card transactions. |
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Processing Charges electronically |
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Processing 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 to request Authorisation. If your existing
terminals do not accept American Express click here.
To
process Charges electronically, follow these easy steps:
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Before processing your first Charge, make
sure your Electronic Data Capture (EDC) terminal or electronic cash register is
properly programmed. Your bank or terminal provider may be able to assist with
this. Follow the basic instructions for submitting transactions that were
provided with your equipment. Your terminal must be able to generate forms
containing the following information:
- Authorisation 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
- An acceptable description of the goods or
services purchased
- Your business name, address and American
Express Merchant number
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Processing Credits |
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When a Cardmember returns
merchandise, or is due a Credit from your business, never refund cash. Always
issue a Credit. A Credit can only be issued to the same American Express Card
account number used for the original purchase.
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To process Credits, follow these simple steps:
Imprint an
American Express Credit Form with the Cardmember's Card. If the Card is not
available, complete the Cardmember's name and account number by hand. Ensure
that the account number on the Credit Form matches the account number on the
original Record of Charge being credited.
Enter the total amount of the
transaction. Please also enter the total amount on the Credit Summary Form.
American Express will debit your Merchant account for the net amount but will
refund the Cardmember in full.
Enter the reason for the Credit (e.g.
wrong size).
If possible, have the Cardmember sign the Credit
Form.
Return the Card and Cardmember's copy of the Credit Form to the
Cardmember. Retain the Service Establishment copy for reference and submit the
"Amex" copies to American Express.
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Processing mail order and telephone Charges |
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Processing Charges by mail and telephone traditionally presents a greater risk of fraud and Cardmember disputes. To protect yourself from chargebacks, please follow the Card Acceptance procedures in your agreement with American Express.
American Express requires that Merchants provide "signed proof of delivery to the Cardmember's billing address." Providing us only a copy of the invoice generated is NOT sufficient and will result in a chargeback if disputed or if the Charge otherwise proves uncollectable.
Ask the Cardmember for the:
- Name exactly as it appears on the Card
- Card account number
- Expiry dates on the Card (i.e., valid dates)
- Billing address and the delivery address, if different
- 3 or 4 digit batch code
- Home or business phone number
- Phone number where the Cardmember can be reached, if different from the home or business phone number
Be sure to:
- Complete a Record of Charge form for each transaction, including all the information required for an in-person Charge
- Write "Telephone Order" or "Mail Order" (as appropriate) on the signature line of the Record of Charge form
Obtain an Authorisation Approval Code for every mail order or telephone order, regardless of amount. When you call for Authorisation, you may be referred for an address verification to confirm that the delivery address is the same as the Cardmember's billing address. If you want to reduce the risk of fraud and chargebacks by verifying the billing address and your call is not referred or you obtain Authorisation electronically, call Authorisations on (852) 2277 1000.
When you ask for a billing address verification, you must provide:
- Your Merchant number
- Cardmember's account number
- Billing address
You will be told "Yes" or "No" depending upon whether the billing address matches our files. Remember that billing address verification is a check and not a guarantee that the Charge is valid. When the billing address is confirmed, but delivery will be to a different address, you may help reduce the risk of fraud and chargebacks by calling the Cardmember to validate the order. Remember:
- Charges cannot be submitted for payment until the order has been dispatched
- If you dispatch more than 30 days after the original Authorisation, then you must call to obtain a new Authorisation Approval Code before posting the merchandise and submitting the Charge for payment
- Obtain a signature upon delivery
- If the Cardmember picks up the merchandise from you, follow the standard Card Acceptance procedures
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Processing Internet Charges |
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All Internet shopping merchants will need to have a separate American Express Merchant number. American Express will accept Charges for purchases made through electronic mail order via the Internet (Internet orders) provided that:
- You encrypt every Internet Order with Encryption Software (as defined below) authorised by American Express, before you accept the order from a Cardmember. In addition, you must comply with our security guidelines as may be communicated to you from time to time.
- You shall not transmit or request transmission to you of Card account numbers or any other Card related data through the Internet or any other electronic mail medium unless such data has been encrypted with Encryption Software before transmission and is transmitted either:
- from the Cardmember to you; or
- from you to us or to our authorised
processor.
- You shall obtain Authorisation from us for each Charge made through an Internet Order, irrespective of the amount thereof, and record the Authorisation approval code on the Record of Charge.
- You shall create and maintain a Record of Charge for each Internet Order, except that the word “Internet Order?shall appear in lieu of the Cardmember’s signature, and containing the Authorisation approval code for the Order, together with other details required to identify the type, date and amount of the transaction. You shall make such record available to American Express on request.
- If a Cardmember notifies you or us of a dispute, complaint or query concerning a Charge made by Internet Order and the Cardmember denies receiving the goods and services then in addition to any other rights we have, we are entitled to Full Recourse for the Charge.
- American Express is also entitled to Full Recourse for all Charges where the Cardmember denies authorising the Charge and the Card was not presented at the time. For the avoidance of doubt, we are entitled to Full Recourse, whether or not we have given Authorisation or approval of the Charge. We will not have Full Recourse for such a Charge based upon a claim that the goods were not received, if you have obtained a receipt signed by an authorised person verifying the delivery of the goods to the Cardmember’s billing address used by us.
- You are responsible for verifying the physical delivery address of the Cardmember which must also be the billing address used by American Express. American Express will have the absolute right to be reimbursed by you or we can offset such amounts due to you for any and all Charges we purchases from you which are for any reason uncollectable due to failure on your part to deliver to the Cardmember’s billing address.
- You agree that we are entitled to be immediately reimbursed by you or we can offset such amounts due to you for any and all Charges (in respect of goods delivered electronically rather than physically) we purchased from you which are for any reason uncollectable due to fraud, regardless of whether we had notice of such defect at the time of purchase. We will have this right even if you have received an Authorisation approval code and have complied with all other provisions of the General Terms and Conditions.
- You shall display American Express identification with at least equal prominence with the names, logos, icons or other identification that are displayed by you for other cards accepted by you at your Internet Establishments.
- You shall comply with any additional requirements we may have from time to time for Internet Orders.
- You agree to provide us with one month’s advance written notice of any change in your Internet address
From time to time American Express shall determine the software and may determine the version it authorises to be used by Establishments for encryption (“Encryption Software?. Currently the Encryption Software authorised by American Express is the Secure Socket Layer (SSL) and Secure Electronic Transaction (SET) protocol.
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Processing estimated charges |
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Businesses receiving Authorisation Approval Codes for estimated Charge amounts (e.g. lodging, car hire and restaurants) must utilise the following procedures:
Lodging
Lodging establishments must obtain an estimated Authorisation based on the Cardmember's intended length of stay at check-in, the room rate, applicable taxes, and/or service Charge rates and the merchant's procedure for estimating additional ancillary Charges.
If upon Cardmember check-out, the final transaction is greater than the estimated charge by more than 15%, the office must obtain an additional Authorisation Approval Code for any amount of the charge which is greater than the original estimated Authorisation amount.
If such Authorisation is not requested or is requested and declined and the Cardmember fails to pay the charge for any reason, then American Express has the right to charge back.
Car Hire
When a vehicle is checked out, the car hire office must obtain Authorisation for the full estimated amount of the Charge (estimated charge). The estimated Charge must be determined by multiplying the applicable rental rate by the hire period.
When the vehicle is returned, if the final Charge is greater than the estimated Charge by more than 15% then the Merchant shall obtain Authorisation for any additional amount of the Charge which is greater than the estimated Charge.
If such Authorisation is not requested or is requested and declined and the Cardmember fails to pay the Charge for any reason, then American Express has the right to charge back.
Restaurants
An Authorisation is considered valid if the Authorisation request is equal to, or more than the final submitted amount less any gratuities.
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How to process delayed charges |
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Businesses such as lodging often compute the guest's final Charges (e.g. telephone calls, meals) after the guest has left. American Express will bill the Cardmember for such Charges when submitted by the business, but generally American Express has the right to "charge back" in the event of a Cardmember dispute.
Follow these steps to submit delayed Charges:
Electronic Submittal
Process a separate Charge for the delayed amount following normal processing procedures. Be sure an accurate description of the Charge is indicated on the receipt.
Paper Submittal
- Do not alter the original amount. Although the Cardmember has the Cardmember copy, make your additions in the designated spaces on the remaining portions of the Record of Charge
- Enter the types of delayed Charges (e.g. telephone, breakfast). The more specific the description, the less likely there will be a disputed charge
- Enter the total amount of all delayed Charges
- Compute and enter the revised total. Do not cross out the original total. If possible, send an itemisation of delayed Charges directly to the Cardmember in order to reduce the chance of a dispute
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Ways to prevent fraud |
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Be Alert
Ensure that the person presenting the card is the Cardmember. The American Express Card is not transferable, even amongst members of the same family. Simple checks include matching the full name and Member Since date on the Card to the Card presenter. You should be suspicious of any customer who is:
- Nervous or attempting to hurry things up
- Purchasing large or expensive items without regard to detail
- Looking at the Card before signing the Record of Charge
Be Careful
Check the overall appearance of the Card. Does it look tampered with? Is the signature panel taped or painted over with correction fluid or erased? Are there valid dates shown on the front of the Card? Ensure that the account number on the front of the Card matches the one on the back of the Card, and that they both match the account number printed on the receipt.
If you are in any way suspicious, call Authorisations on (852) 2277 1000.
Earn Cash Rewards
American Express offers a reward of HK$500 to your establishment for any Cards that are no longered honored. What's more, if your efforts result in the apprehension of any fraudulent Card user, your Establishment will receive a special award of HK$1,000. For details, please call Authorisations on (852) 2277 1000.
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