Answers to Client questions about Online Services and Statement delivery.

Transcription

1 Answers to Client questions about Online Services and Statement delivery. Online Statements Why is American Express moving from paper to Online Statements for its Corporate Cardmembers? American Express Corporate Services is changing business practices so that we can continue investing and developing capabilities to continue to add value to our customers. Online Statements can help realize Company, Cardmember and environmental benefits. Enhancing the capability and flexibility of our online tools will ultimately help you improve the way you manage your American Express Corporate Card program. Moving to Online Statements will also provide you added convenience, accuracy and control over your expense management processes at a time when tracking expenses is more important than ever. What type of cost benefits can be realized with Online Statements? Cardmembers can access their billing statements through My Account 1 from anywhere in the world via the Internet, approximately hours after their statement closing date. This facilitates timely submission of expense reports and payments, which minimizes the potential for delinquency charges, as well as time spent by the Program Administrator following up with Cardmembers on late submissions. Is there a timeline for moving to Online Statements? American Express will transition your program automatically to Online Statements for your Cardmembers as part of a phased transition plan. Timelines are set by American Express and a letter notifying you of your transition date will be mailed to your Company. How do I know if my Company is eligible for Online Statements? Eligible accounts include: American Express Corporate Green Card, Corporate Gold Card, Corporate Platinum Card, AeroplanPlus * Corporate Card, and AeroplanPlus * Corporate Platinum Card accounts with individually billed Cardmembers. Non-eligible accounts include: Corporate Meeting Card, Corporate Purchasing Card, Central Purchasing Account, Consolidated Billing, Business Travel Account, Combined or Central Billing Accounts. 1 My Account requires a browser that supports 128-bit encryption. 1 of 5

2 Cardmember Notification and Support Tools What notifications will my Cardmembers receive about the move from paper to Online Statements? Prior to the implementation date, impacted Cardmembers will receive a letter and statement messages in one or more of their billing statements, announcing the upcoming statement delivery change and instructions on how to register their Card account(s) in My Account. We strongly encourage you reinforce these messages through internal communications to your Cardmembers to ensure that they enroll in My Account before their statements move online. Does American Express have any materials that we can use in internal communications to help educate our Cardmembers? Yes. Support materials are available on the microsite to assist Program Administrators in managing Cardmember expectations around the transition from paper to Online Statements. The microsite contains fact sheets, FAQs and other tools to educate Cardmembers on the enrollment process, as well as a checklist of suggestions around small changes you can make within your Company that will have a tremendous impact on the success of this transition. To obtain these materials, please visit Is there a website that I can direct my Cardmembers to if they want more information? Yes. Additional support materials such as FAQs, fact sheets, etc are available on the Cardmember microsite. You can direct Cardmembers to visit Cardmember Registration Process for My Account and Online Statements How does a Cardmember register for My Account? It takes just a few minutes to register. Cardmembers can follow these easy steps: 1. Visit (You will need to have your Card with you) 2. Refer to the Register Now section. 3. Follow the on-screen instruction to create a User ID and password. 4. Enter your Card account information and other security information to verify your identity 5. Follow the on-screen prompts to create a User ID and password or log in to add Card to an existing registration. 6. When prompted enter a valid address 7. In the Statements Options section, confirm Online-Only Statements * is selected 8. Read the Online Statement Terms and Conditions and acknowledge your agreement by checking the box 9. Upon reaching the Thank You Page, proceed as desired through the various functions of My Account *If your company has already enrolled in Online-Only Statements, Paperless (Online-Only Statements) with statement ready notification delivery option is automatically selected for you." How do Cardmembers (who are existing My Account users) enroll in Online Statements? Cardmembers who are existing My Account users should follow these easy steps to activate their monthly statement ready notification. 1. Log-in to My Account 2. On the Summary of Accounts page, click on the Online-Only Statement section, confirm Paperless (Online-Only Statements) with statement ready notification* is selected 2 of 5

3 3. Input your address (if blank), or validate the current address provided. It must be up-to-date in order to receive notifications when your statement is ready to view 4. Read the Online-Only Statement Terms and Conditions and acknowledge agreement by checking the box 5. Click Update *If your company has already enrolled in Online-Only Statements, Paperless (Online-Only Statements) with statement ready notification delivery option is automatically selected for you." How will Cardmembers know when their billing statement is ready to view online? As a courtesy, a Statement Ready notification is provided each month to let Cardmembers know when their statements are ready. How do Cardmembers ensure they receive Online Statements and the notification when their statements are ready? Cardmembers should log into My Account at to validate that their address is current and that they have selected Online-Only Statements. Additionally, Cardmembers can add the following addresses (AmericanExpress@ 2.americanexpress.com, caestatement@service.americanexpress.com, OnlineServices@americanexpress.ca, and servicesenligne@americanexpress.ca) to their address book or known senders list to ensure delivery of . Also, your Program Administrator can work with your internal technology team to ensure your Company s address filters allow the monthly Statement Ready notification to be delivered to Cardmembers. General Client Questions What if a Cardmember does not have access to a computer? Can they be exempt from the online only statement and how will we know if this is approved? If you typically work with a named account representative, please speak directly with your account representative to discuss your needs and learn more about exemption options. If you do not have a direct account representative within American Express, please send your request to online.statements@aexp.com and a servicing representative will contact you within 2-3 business days to discuss your options and provide additional details. For your own security, please do not include your Amex card numbers in the . What can a Cardmember do in the My Account site? Access account information online 24 hours a day, 7 days a week from anywhere in the world via the Internet View your billing statement that includes all statement activity and details on airline, car rental, and telecommunications View present and past account summary details, with the ability to retrieve prior archived statements Download statement details in.csv format for use with spreadsheet programs such as Microsoft Excel and Microsoft Money and.qif for Quicken. Complete and download a Standard Expense Report for billed and unbilled charges Register for Account Alerts and choose to receive Balance Updates, Payment Received and Payment Reminder updates by or text message to your wireless device What types of alerts are available? Cardmembers can enroll in Alerts and receive instant notifications sent via or SMS* message to their wireless device regarding their Corporate Card account status. Alerts help the busy Corporate Cardmember by making the expense management process simple. Alerts available through My Account include: 3 of 5

4 1. Payment Received acknowledges receipt of payments for peace of mind 2. Balance Update provides weekly updates to let you know the balance currently outstanding on your Account 3. Payment Reminder provides a reminder after your billing statement is issued (You choose how many days after) *Standard messaging rates may apply. Contact your phone service provider for details. Will Cardmembers be deactivated if they haven t accessed My Account in a long time? American Express will periodically purge My Account profiles where there has been no activity for 18 months or more. To ensure your My Account profile is kept current, please advise your Cardmembers to access My Account on a regular basis. Who should Cardmembers contact for questions relating to My Account? If Cardmembers have questions or need assistance relating to My Account, they can contact Customer Service at or at the number located on the back of their Card. Would there be an impact to our delinquency fees? Provided your Cardmembers enroll in My Account and payment is submitted on a timely basis, your Company will not see an increase in your delinquency fees. Anytime, anywhere online access helps Cardmembers remain current on their account. What happens if a Cardmember does not enroll in My Account or goes 60 days past due? A Cardmember must enroll in My Account to view their Online Statement. Failure to do so may result in the Cardmember s account becoming delinquent. If an account goes 60 days or more past due, a paper statement will be automatically generated and mailed to the Cardmember until the account is made current. Once the account is current, the automatic generation of paper statements will stop and Online-Only Statement delivery will resume. Upon enrolling in My Account, Cardmembers will have access to their statement as well as any archived statements. What if our Company policies require a paper statement from Cardmembers for expense report submission? By enrolling in My Account, Cardmembers can view their statement online, download and save a copy to their computer and/or print a copy of the free, legal PDF version. Six months of Online Statements are always available; archived statements appear online within 24 hours of request (currently available through September 2005.) Tip: The electronic copy can be downloaded, saved and ed, streamlining the expense reporting process. Receipts can be scanned and included as an electronic file saving postage and paper for offsite employees. Will new Cardmembers automatically get Online Statements when they receive their Corporate Card? All new Corporate Cardmembers who are added to BCAs that have been turned to Paper Off will be automatically set to Online Only Statement delivery. These Cardmembers will not receive a paper statement in the mail and must enroll in My Account in order to access their online PDF statement and set-up the monthly reminder. We recommend that you advise new Corporate Cardmembers that upon receipt of their Corporate Card, that they activate their card online, which will also allow them to register for My Account at the same time. The online activation website and instructions are provided with the card that is sent to new Cardmembers. What if the new Cardmember will not have access to a computer or the Internet/ ? Upon working with your account manager or servicing representative in discussing exemption options, we recommend you discuss your options in relation to future cardmembers. This will ensure that any cardmembers who may not have access to a computer or the internet have been accounted for. Should you require further information, please speak directly with your account 4 of 5

5 representative to discuss your needs. If you do not have a direct account representative within American Express, please send your request to online.statements@aexp.com and a servicing representative will contact you within 2-3 business days to discuss your options and provide additional details. For your own security, please do not include your Amex card numbers in the . What is the impact if we cancel a Card? Within Canada, cancelled Cards that are registered in My Account are not accessible by the cancelled Cardmembers. Once the Card is cancelled, access to My Account is removed and paper statements are automatically generated until the balance is zero. One of my Cardmembers who is already enrolled in Online Statements received a paper statement. Why? If an account enrolled in Online Statements becomes 60 days or more past due, a paper statement will be generated until the account is current, at which time Paper Off will resume. Access to My Account will continue to be available until the Card account is cancelled and through access to My Account Cardmembers may be able to access the PDF statement. Program Administrators can continue to review employee account status through the American Work tool. Can someone else in the Company be set up to view or manage specific Cardmember accounts through My Account? No. Only the Cardmember should enroll their Card account in My Account according to the terms & conditions outlined in the Cardmember Agreement. Program Administrators cannot enroll on behalf of the Cardmember as it is a privacy and data security issue. Allowing someone else access to a user ID and password could allow that person to also see any Personal Card information (if applicable) and is prohibited under the Cardmember Agreement. In addition, our Cardmember security prohibits our Customer Service ( ) from assisting anyone but a Cardmember. Program Administrator management of Cardmember accounts should be conducted via American Work. What tools are available that will help me identify which of my Cardmembers have enrolled in My Account so that we can be sure that they will be set up successfully for the migration? If you are presently using the American Work Customized reporting tool, you may access a Cardmember Address Listing report to view and interpret My Account enrollments for your Cardmembers. This will further support your ability to target remaining Cardmembers that will still need to perform the steps to become enrolled in My Account. You will find details and instructions for running the Cardmembers Address Listing report at If you are presently not enrolled in American Work Customized reporting, you may view this detail (in a more limited format) within your Work Cardmember Address Listing report found within American Work. Who do I contact with questions? If you typically work with a name account representative, please speak directly with your account representative to discuss any questions around Online Statements for individually billed Corporate Cardmembers or visit If you do not have a direct account representative within American Express, please visit or online.statements@aexp.com. For your security, please do not include your Amex card numbers in the . For American Work inquiries, clients can contact Customer Service at of 5