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Q. Where can I find up to date information on how I will be paid as well as how to understand my statement?
A. We realise how important it is for you to understand the details of your statement and how you get paid. Because it’s integral to managing your American Express account, we’ve created a free payments and reconciliation guide.
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Q.How can I update/change information related to my American Express® Merchant Account (e.g. bank account, business name, address, phone number, etc.)?
A. Call our customer service line on 01273 67 55 33. Our representatives will be happy to assist you in completing your request.
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Q. How do I set up my terminal to accept the American Express® Card?
A. Call your terminal provider to request that your terminal be programmed with your American Express® Merchant number, or call American Express on 01273 60 99 66
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Q. How quickly will I be paid for my American Express® Charges?
A. American Express offers a number of payment frequencies. Most Merchants utilise five-day pay, which means that American Express will pay you for Charges five business days from the date that American Express® receives and processes the Charges.
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Q. What phone number do I call for approval of a Charge when my terminal refers me to call for Authorisation?
A. The number to call for Authorisations is 020 8551 1111. Be prepared to give your Merchant number, the Card account number and the amount of the Charge.
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Q. What should I do if I suspect a Card may be stolen or fraudulent?
A. Do not confront the customer. With the Card in hand simply call American Express® Authorisations on 020 8551 1111. Select the "other services" option in the voice response system, then the "Code 10" option. Be prepared to give your Merchant number and the Card account number.
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Q. How do I add additional locations to my existing American Express® Merchant relationship?
A. Call American Express on 0800 33 99 11 between the hours of 9am and 5pm, Monday to Friday. Our representatives will be happy to assist you in setting up additional Merchant locations.
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Q. How should I respond to an American Express® Customer Service enquiry regarding a Charge?
A. Be sure to respond either by post, or by fax to the fax number indicated, with the requested documentary support before the reply-by date noted on the request. Be sure to indicate in the space provided whether Credit is due or no Credit is due, as supported by your attached documentation. If no reply is received from you by the reply-by date, American Express will deduct the Charge from your Merchant account.
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Q. What should I do if my terminal displays a fault message?
A. Please call 01273 609966 to speak to the terminal helpdesk quoting the reference letter shown (which appears on the terminal screen after the telephone number).
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