Merchant Frequently Asked Questions

Transcription

1 Merchant Frequently Asked Questions How can I accept American Express Cards in my business? American Express wants to make it easy for small merchants to accept American Express Card transactions in their business. Through the American Express OptBlue Program, Vanco Payment Solutions can now enter into contracts with eligible U.S. small merchants* for American Express Card acceptance, with responsibility for pricing, risk/liability and full servicing of all American Express Card transaction processing. After October 22, 2015, simply take your first American Express transaction. With that one simple action, you re agreeing to the terms posted on vancopayments.com/optblue and you ll be able to accept American Express through the same process as your other cards. * Eligible merchants processing up to $1 million in American Express annual charge volume. Other eligibility restrictions apply. How does accepting American Express Cards through Vanco help my business? Accepting American Express Cards through Vanco simplifies the way you accept, among several things, by consolidating your account management and reconciliation needs. You will have one statement to review, one phone number to call for questions or disputes, and you will be paid in a single deposit for all your payment product transactions. There is no set up fee. Vanco enables you to accept American Express Cards and you can start enjoying all the benefits beginning October 22, 2015 unless you opt out of American Express Card acceptance by notifying us. You can process American Express Card transactions along with other credit, debit and charge card transactions from multiple card networks through one processor. This can help you create a more streamlined workflow, with less back-office management, and more time for marketing, customer service, training and more. Why don t I have to sign a different contract with American Express in order to accept American Express Cards? American Express is evolving its acquiring business to help more merchants be able to accept American Express Cards in their business. This evolution is designed to help you save time while effectively and efficiently managing your payments. Consolidating all of your account management needs allows you to spend more time focused on your business and less time on paperwork. Page 1 of 5

2 How do I know that I am set up to accept American Express Card transactions? Effective October 22, 2015 you will be able to accept American Express Cards. After that date, if you experience any issues with processing American Express transactions, please contact Client Services at (866) What if I get an error or card not supported message when I first try to process an American Express transaction? If you experience any issues processing your first American Express Card transaction, please contact Client Services at (866) to troubleshoot the issue and help ensure your POS device is properly enabled for American Express. What rates and fees for American Express Card acceptance will I have to pay? Please refer to the pricing information contained in the notification letter you received from Vanco. If you have additional questions about pricing, contact Client Services at (866) When will the discount rates and fees for American Express be taken out of my deposit accounts? Fees for American Express transactions will be processed in the same way and at the same time as fees for other card transactions. How do I reconcile my monthly statements? American Express Card transactions will be a part of your consolidated Vanco statement. Reconciliation can be faster and easier as all transaction processing will be on one statement. I currently have my other card transaction fees deducted from a separate operating account. Will my American Express Card transaction fees be deducted from this account as well? American Express card processing transaction fees will be deducted from the same account as fees for other card brands you accept. Page 2 of 5

3 You are holding funds due to a reject on my monthly fees. Will the American Express Card transactions be held as well? Funds for American Express Card transactions will be processed in the same way as funds for your other card transactions. How do I obtain American Express Point of Purchase (POP) Materials and decals? You can order window decals and a wide variety of business supplies (decals, open/closed signs, check presenters, etc.), or download a logo for your website directly from American Express by visiting How do I opt out of American Express Card acceptance? You can opt out of American Express Card acceptance at any time. Please note that if already accept American Express Cards and you choose to opt out once you are notified that your American Express merchant relationship will be transitioned to Vanco under the OptBlue Program, you will no longer be able to accept American Express Cards. To opt out, please send the following information to Vanco at [email protected] or via fax to (866) : Merchant ID (MID) Company DBA Name Your name Phone number address What will happen when my business processes over $1 million in American Express charge volume? Once you are processing $1 million or more in American Express Card transactions, your merchant account relationship will transition to American Express. American Express will contact you to set up a merchant account directly with them. Page 3 of 5

4 If you are new to American Express Card acceptance: If I don t currently accept American Express Cards, what will happen to my account with Vanco? Vanco and American Express have made it easy for you to become a part of the American Express Merchant Membership network. Effective October 22, 2015, Vanco enables you to accept American Express Cards, unless you opt out. Vanco will fund the same bank account that it has on file for all your other card transactions. If you have any additional questions about funding or servicing, please contact Client Services at (866) How will I receive my statement for American Express Card transactions if this is my first time accepting? All of your statements, reconciliation and disputes services will be managed by Vanco. Therefore, you will receive only one statement with all card transactions, for easier reconciliation and management. If you already accept American Express Cards: If I already accept American Express Cards directly through American Express and I switch to Vanco, what will that mean for my business? Effective October 22, 2015, Vanco enables you to accept American Express Cards directly through us, unless you opt out.* You will then have a direct acceptance relationship with Vanco not American Express. Vanco will provide all card processing services for you, and fund the same bank account that it has on file for all your other card transactions. If you have any additional questions about funding or servicing, please contact Client Services at (866) *Please note that if you choose to opt out once you are notified that your American Express merchant relationship will be transitioned to Vanco under the OptBlue Program, you will no longer be able to accept American Express Cards. Do I still have a relationship with American Express? No. Your merchant relationship is with Vanco. Will I continue to use my old American Express Merchant Number (aka SE Number)? Once you are accepting American Express Cards through Vanco, the previously issued American Express SE number is no longer valid. You will use a Merchant Number assigned by Vanco. Page 4 of 5

5 How will I receive my statement for American Express Card transactions now if I have been accepting before? Once you begin accepting American Express Card transactions through Vanco, American Express Card transactions will be a part of your consolidated Vanco statement. American Express will provide a final statement. Because Vanco is providing all your merchant servicing needs, you will no longer be able to access American Express Online Merchant Services portal (OMS), or All of your statements, reconciliation and disputes services will be managed by Vanco. Who to contact Vanco Client Services is your single point of contact for card processing questions such as: Issues reconciling monthly statements or deposits Questions about a dispute notification or a chargeback Questions about the fees charged for American Express Card transactions Need to update information about my company Need to update my checking account information Any other card processing questions Contact Client Services at (866) Page 5 of 5