GLOBAL MERCHANT SERVICES

YES!
YES!
Getting Started
YES!
YES!
It’s never been easier to say y•e•s•!
‘yes’ to American Express®

Find out more

YES!
yes!
 Welcome to the
American Express Network
Doing business with us should always be easy and convenient for
you. That’s why everything you need to know to start accepting
American Express Cards and managing your Account is explained in
the next few pages. For more information on getting started click here.

We hope this guide explains everything you need to know but if you have
any further questions, please don’t hesitate to get in touch by calling us on
0800 032 7216*.

Getting started Go contactless Preventing fraud Getting in touch

 Double check your payment system is set up correctly
To do this you need to make sure that American Express is displayed as a Card
scheme on your end of day reconciliation print-out. If American Express is not
displayed please contact your terminal provider to help you set it up correctly.
There is also more information on how to test your terminal here.
If you are an online merchant your software may have been automatically
set up or you may need to follow a few steps to make sure you are ready to
accept American Express. Simply give your provider a quick call or follow the
instructions they have sent you to make sure you get set up straight away.

Let Cardmembers know that you say ‘yes’ to American Express

Displaying our logo in your window or by your point of sale terminal will help
attract Cardmembers, but it’s also a good idea to let your employees know

Getting started
that your business now welcomes American Express too. You will receive
stickers in the post, however, if you’d like to order further stickers and signs
or to download a digital version of our logo for your website click here.

Preparing your business to Register your merchant Account online

accept American Express Cards Register and access your online Account here to benefit from the host
couldn’t be simpler. of tools at your disposal and check your Account details are correct.
In just a few clicks you can:
• Access your statements
• View daily transactions and pending payments
• Receive alerts and notifications
• Update your contact details for your Account, including your email address
• Track and resolve disputes to reduce no-reply chargebacks
• Submit Account servicing requests

Getting started Go contactless Preventing fraud Getting in touch

 If your business experiences high volume, small transactions during busy
times then the contactless payment solution would help you in several ways:

• Decreased transaction times leading to faster-moving customer lines.

• Reduced cash management issues by decreasing manual processing
and increasing productivity.
• New customers attracted by innovation, convenience and enhanced
customer service.
Go contactless •C
 ontactless leverages EMV and Chip and PIN technology and
American Express takes full liability up to the contactless transaction
limit of £30.
Contactless technology allows
American Express Cardmembers Our contactless Cards can be recognised by the universal contactless symbol
on the back of the Card.
to pay for items under £30,
To accept contactless payments, ask your terminal provider to update or
quickly and securely, without the re-configure your terminal so that American Express can be added as a
need for a PIN or signature via contactless payment option.

a chip embedded in their Card.

Getting started Go contactless Preventing fraud Getting in touch

 ? Card security features
All our Cards have the following security features:
• Card Account numbers are embossed and begin with ‘34’ or ‘37’ and consist
of 15 digits in a four-six-five formation.
• Card Identifier Digits (CID) is a four-digit security code printed on the front
of our Cards, above the Account number.

Chip and PIN for transactions when the Card is physically present
Please be aware that if your terminal is not chip and PIN certified and doesn’t
follow the procedures in your Card Acceptance Agreement, you could be
liable for fraudulent transactions. If you are suspicious of any transactions,
call Card Authorisations and Fraud on 020 8551 1111 (select option one

Preventing fraud followed by option four).

Disputed transactions and chargebacks

At American Express, your Occasionally, Cardmembers may question a transaction. In the event of this
happening, we have some steps that you should follow:
security is our top priority.
• Respond to our requests for information quickly and, when possible, online.
So we do everything in our
• If we don’t receive your reply by the specified date, the charge value will be
power to protect and support debited from your merchant Account.
your business against all • Ensure that support documentation is complete, legible and clearly links the
types of fraud. Cardmember to the transaction.
• Should a Cardmember present sufficient evidence to us, we are obliged to
charge back instantly before notifying you.
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For more information download a copy of our ‘Guide to Disputes, Chargebacks
and Fraud’ or you can speak to us on 0800 032 7216.

Getting started Go contactless Preventing fraud Getting in touch

 SafeKey
SafeKey is our online fraud prevention solution designed to protect
American Express merchants and Cardmembers. It helps reduce
unauthorised online payments by requesting an additional password from
the Cardmember using 3-D Secure® technology. This way, you can be
sure that your customers are exactly who they say they are, and that their
transactions pose no potential risk to your business.
Find out more about SafeKey here.

Preventing fraud Verification and authorisation support

When you’re taking transactions online or over the phone, we support
you with two free services to help protect your business against fraud:
At American Express, your • Address Verification Services (AVS) allows you to check a Cardmember’s
security is our top priority. billing address and postcode against the details we have on record.

So we do everything in our • Enhanced Authorisation (EA) lets you base authorisation on more
comprehensive criteria by taking into Account extra details like
power to protect and support Cardmember IP address, email address and shipping information.
your business against all
Call us on 0800 032 7216 for more information about these services.
types of fraud.

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Getting started Go contactless Preventing fraud Getting in touch

 By phone
Merchant customer services: 0800 032 7216 Monday to Friday, 8am to 6pm.
Bank Holidays (excluding Christmas Day and New Year's Day), 9am to 5pm.

• Select option two for assistance with the merchant website.

• Select option four for all merchant servicing enquiries, including payments,
terminal issues and adding new locations to your business.
Card authorisations and fraud: 020 8551 1111
Traveller’s cheques authorisations/lost and stolen: 0800 587 6023.
Please have your merchant Account details to hand and be prepared to
Getting in touch answer some security questions when speaking to one of our representatives.

Secure Message Centre

We’re here to support you We provide a secure message service for all your Account servicing needs.
You can contact us for help with the following:
every step of the way. So if you
• Account updates
have any questions or need
• Payment queries
further information please don’t
• Chargeback questions
hesitate to contact us. • Address changes
To register or for more information click here.

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Getting started Go contactless Preventing fraud Getting in touch

 By email
Adding new locations to your business?
Let us know at [email protected].

Online help

Getting in touch We offer a range of help that can be accessed 24/7, just click the link below
for the section most relevant to you:
General information.
We’re here to support you Stickers, logos and signage.

every step of the way. So if you Online Account management.

have any questions or need All other guides, documents and resources.

further information please don’t

hesitate to contact us.
*We’re available 8am to 6pm, Monday to Friday, and Bank Holidays (excluding Christmas Day
and New Year’s Day), 9am to 5pm. Because we want to make sure we’re doing
a good job, we may monitor or record our calls.
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American Express Payment Services Limited. Registered Office: Belgrave House,
76 Buckingham Palace Road, London, SW1W 9AX. Registered in England and Wales with
Number 06301718. American Express Payment Services Limited is authorised in the United
Kingdom by the Financial Conduct Authority under the Payment Services Regulations 2009
(reference number 484347) for the provision of payment services.

Getting started Go contactless Preventing fraud Getting in touch