AMERICAN EXPRESS GLOBAL MERCHANT SERVICES. Getting Started ACCEPTING AMERICAN EXPRESS AND MANAGING YOUR ACCOUNT

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1 AMERICAN EXPRESS GLOBAL MERCHANT SERVICES Getting Started ACCEPTING AMERICAN EXPRESS AND MANAGING YOUR ACCOUNT

2 Welcome Aboard We want to make sure that doing business with us is easy and rewarding for you. So everything you need to know to start accepting American Express Cards and manage your account is explained in the next few pages. Getting Started Preparing your business to accept American Express Cards is really straightforward. Just follow these simple steps: Step 1. Your point of sale terminal If you ve had a new terminal installed, you should be ready to accept our Cards. If American Express is being added to your existing terminal, please call us on and select option 2, then 2 again for set-up instructions. You ll need your Merchant account details and to be in front of your terminal. Step 2. My Merchant Account/OMS Register online for My Merchant Account a time-saving tool that helps you stay on top of your cash flow. View daily transactions and pending payments Sign up for e-statements and receive notifications when your statement is ready Track and resolve disputes 1 and to help reduce no-reply chargebacks Update contact details for your account, including your address, 24/7 Submit account servicing requests via our Secure Message Centre For more information and to register, visit americanexpress.co.uk/mymerchantaccount Step 3. The American Express logo Let Cardmembers know you welcome American Express by displaying our logo in your window. We ve included a selection of stickers in this brochure. You can download a digital version of our logo for your website or catalogue and order more complimentary signage online at americanexpress.co.uk/signage Please also remember to tell customer facing staff that your business now welcomes American Express, and ensure they understand our Card Acceptance procedures (as described in your Card Acceptance Agreement), such as In Person and Card Not Present charges. 1 Depending on how you submit transactions to American Express, disputes functionality may not be available to all Merchants at this time.

3 Servicing Your Business The Discount Rate is the amount we charge for accepting the Card which is a percentage of the face amount of the transaction on the Card. This is applied to all payments or purchases made using an American Express Card. Your Discount Rate can be found in the application form accompanying your Terms and Conditions for Card Acceptance, or alternatively in your agreement confirmation letter where applicable. If you ve registered your Merchant account online, you ll find your Discount Rate detailed in My Merchant Account/OMS, and also on paper statements too. Your individual payment plan will outline when you ll receive payment from us. Your individual payment plan can be found in your Terms and Conditions for Card Acceptance. Getting in Touch If you have any questions, visit us online at americanexpress.co.uk/merchant or call our Customer Services Team on , Monday to Friday, 8am to 6pm, and Saturday and Bank Holidays 2, 9am to 5pm. Please have your Merchant account details to hand and be prepared to answer some security questions to speak to one of our representatives. 2 Excluding Christmas Day, Boxing Day and New Year s Day.

4 Preventing Fraud and Avoiding Disputes We go to great lengths to protect your business against any type of fraud. But unfortunately, very occasionally, these things do happen. Card Present Transactions for Chip and PIN If your terminals have not been certified for Chip and PIN 3 and you don t follow the procedures outlined in your Card Acceptance Agreement, you will be liable for all fraudulent Card transactions made with lost, stolen or counterfeit Cards. If you are suspicious of any transactions then always call Card Authorisations and Fraud on and choose the code 10 option. Never confront the customer directly. Unique Card Security Features There are several different types of American Express Card. Each has the following security features: Card account numbers begin with 34 or 37 and consist of 15 digits in a four-six-five formation. Digits are embossed. Image for illustrative purposes only Card Identifier Digits (CID) is a four-digit security code printed on the front of the Card, above the account number. Card Not Present Transactions When the Cardmember and the Card are not present, such as phone and internet based transactions, we have free to use services to support you and to help protect your business against fraud. Please contact us on for more information. Address Verification Service (AVS) is a system used to check a customer s billing address and postcode with the Cardmember details we have on record. Enhanced Authorisations (EA) allows you to send an increased level of information, provided by the Cardmember, such as IP address, address and shipping information to get a better authorisation result. Disputed Transactions and Chargebacks Sometimes Cardmembers can question transactions that appear on their statements. This can lead to disputed charges and chargebacks from your Merchant account. Make sure you follow our standard operational procedures and bear in mind that: You ll need to respond to our requests for information before a reply-by date Ensure supporting documentation is complete, legible and clearly links the Cardmember to the transaction If we don t receive a reply from you by the specified date, the charge value will be debited from your Merchant account We also have the right to chargeback instantly before notifying you where the Cardmember presents sufficient evidence to us. For more information, download our Guide to Disputes, Chargebacks and Fraud at americanexpress.co.uk/downloads and click on Support & Services. 3 If you need any information regarding the status of your terminal equipment or if you are unsure whether your terminal has been certified for Chip and PIN, please check with your terminal provider.

5 Contact Information Your Merchant Account Number When registering your account online or contacting us by phone, you will need your Merchant ID for security purposes. You can enter it here for future reference: 9 4 Online General Information americanexpress.co.uk/merchant Point-of-Purchase Materials americanexpress.co.uk/signage My Merchant Account/OMS americanexpress.co.uk/oms Guides, Documents and Resources americanexpress.co.uk/downloads By Branch Additions/New Business branchadditionsuk@aexp.com By Phone Merchant Customer Services Monday to Friday, 8am to 6pm. Saturdays and Bank Holidays, 9am to 5pm (excluding Christmas Day, Boxing Day and New Year s Day) Point of Sale Terminal Queries and select option 2 then 2 again Card Authorisations and Fraud Travellers Cheques Authorisations/Lost and Stolen Branch Additions/New Business Please have your Merchant account details to hand and be prepared to answer some security questions to speak to one of our representatives. Secure Message Centre A message service for your account servicing needs. Contact us for help with: Account updates Payment queries Chargeback questions Address changes For more information, visit americanexpress.co.uk/mymerchantaccount Your Terminal This is a space to note down key information about your terminal for easy reference in case you have any problems accepting American Express: Terminal ID (TID): Provider: American Express Payment Services Limited, Registered Office, Belgrave House, 76 Buckingham Palace Road, London SW1W 9AX, United Kingdom Registered in England and Wales with Company Number American Express Payment Services Limited is authorised in the United Kingdom by the Financial Conduct Authority under the Payment Services Regulations 2009 (reference number ) for the provision of payment services. American Express Company. All Rights Reserved. CAM /13

6 Display our Logo Show Cardmembers that you now welcome American Express by placing these stickers in your window or close to your point of sale terminal. americanexpress.co.uk/merchant