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| How to Process Transactions |
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Six Easy Steps for Every Transaction |
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Follow the six easy steps below to process all American Express® Card transactions
- Verify that the person presenting the Card is the Cardmember
The American Express® Card is not transferable, even among family members. The Card can only be used by the person whose name is embossed on the front of the Card.
- Check the Card's valid dates
Make sure the date of the Charge falls within the two dates embossed on the Card.
- Swipe the Card or take an imprint
If you process Charges electronically, simply swipe the Card through the slot in your terminal. If the magnetic stripe on the back of the Card is unreadable, manually enter the Card account number and expiration date into the terminal. In addition, make a manual imprint of the Card and obtain the Cardmember's signature.
If you process on paper, take an imprint from the Card. Verify that the account number embossed on the front of the Card matches the number printed on the receipt.
- Obtain and submit an Authorization Approval Code
If you are using an electronic processor you must obtain and submit an Authorization Approval Code for all charges. If you are using a manual processor, or if your electronic terminal is not working, please do the following:
You must obtain and submit an authorization approval code when a Charge or series of Charges on any Card during any one day exceeds the floor limit, as well as for every mail order, telephone order, Self-Service Terminal, or Internet transaction regardless of amount. Failure to obtain an approval code could result in a chargeback. You must not attempt to circumvent Authorization procedures by submitting two or more Charges for a single transaction.
- Compare Signatures
Verify that the Cardmember's signature on the Charge Form matches the signature on the back of the Card. Make sure it is the same name as that embossed on the front of the Card.
- Return the Card
Return the Card and the Cardmember's copy of the terminal receipt or Charge/Credit Record to the Cardmember.
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Processing Mail Order, Telephone and Internet Charges |
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Processing Charges by mail, telephone and the Internet traditionally presents a greater risk of fraud and Cardmember disputes. To protect yourself from chargebacks, please follow the Card acceptance procedures in your Card Acceptance Agreement, some of which follow:
American Express requires that Merchants provide "signed proof of delivery to the Cardmember's billing address." Providing us with only a copy of the invoice generated is NOT sufficient and will result in a chargeback if disputed or if the Charge otherwise proves uncollectable.
Ask the Cardmember for:
- Their name exactly as it appears on the Card
- Their Card account number
- Card valid dates
- Card Identification Number (CID). The CID is the number printed in black ink above the embossed account number
- Card billing address, as well as the address where merchandise is to be delivered (if different from billing address). If delivery address is different from the Cardmember billing address, you may wish to call the Cardmember back to validate the order. If in doubt, contact Authorizations at 1-800-268-9824
- Home or business telephone number
- Telephone number where the Cardmember can be reached (if different from the home or business phone). Be cautious of cell phone numbers
For each transaction, be sure to:
- Complete a Charge Form, and include all the information required for an in-person charge
- Write "Telephone Order," "Mail Order" or "Internet Order" as appropriate on the signature line of the Charge Form
- Obtain an Authorization Approval Code
Obtain an Authorization Approval Code for every mail order, telephone order, Self-Service Terminal or Internet order, regardless of amount by calling Authorizations at 1-800-268-9824 and request "Address Verification" to verify the billing address.
If you have received address verification for the Charge but the delivery address is different from the Cardmember's billing address we have on file, this is a check and not a guarantee that the Charge is valid. When the billing address is confirmed, but delivery will be to a different address, you may help reduce the risk of fraud and chargebacks by calling the Cardmember to validate the order. Remember:
- Charges cannot be submitted for payment until the purchased goods or services have been shipped or provided
- If you are to ship or provide the goods or services more than 30 days after the original Authorization, then you must call to obtain a new Authorization Approval Code prior to shipping or providing the goods or services and submitting the charge for payment
- Obtain a signature of the Cardmember or authorized signor upon delivery
- If the Cardmember picks up the merchandise from you, follow the standard Card Acceptance procedures
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Processing Estimated Charges |
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Businesses receiving Authorization Approval Codes for estimated Charge amounts (e.g. lodging, vehicle rental and restaurants) must utilize the following procedures:
Lodging
Lodging establishments must obtain an estimated Authorization based on the Cardmember's intended length of stay at check-in, the room rate, applicable taxes, and/or service Charge rates and the Merchant's procedure for estimating additional ancillary Charges.
If, upon Cardmember check-out, the final transaction is greater than an estimated Charge by more than 15%, the office must obtain an additional Authorization Approval Code for any amount of the Charge which is greater than the original estimated Authorization amount.
Vehicle Rental
When a vehicle is checked out, the Car Rental Office must obtain Authorization for the full estimated amount of the Charge. The estimated Charge must be determined by multiplying the applicable rental rate by the rental period reserved by the Cardmember.
The Merchant may not overestimate the amount and under no circumstances will the estimated transaction amount include an amount for any possible damage to or theft of the vehicle
If the final Charge is greater than the estimated Charge by more than 15%, you must obtain an additional Approval Code for the additional amount of the Charge which is greater than the estimated Charge. If such Authorization is not requested or is requested and declined and the Cardmember fails to pay the Charge for any reason, then American Express has the right to charge back.
Restaurants
An Authorization is considered valid if the Authorization request is within a plus or minus 20% range of the final submitted amount.
Recurrent Billing
You must obtain a signed Consent Form from the Cardmember authorizing you to charge their Card accounts for specific amounts at specific times. You must obtain a Consent Form before submitting the first Recurrent Billing Charge as provided in the Card Acceptance Agreement and operating policies in effect.
Before submitting each Recurrent Billing Charge, you must obtain Authorization and create a Charge Record with the words "Signature on File" on the Cardmember signature line.
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How to Process Delayed Charges |
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Businesses such as lodging often compute the guest's final Charges (e.g. telephone calls, meals) after the guest has left. In these cases, the additional charges may be submitted.
Follow these steps to submit delayed charges:
Electronic Submission
Process a separate Charge for the delayed amount following normal processing procedures. Be sure an accurate description of the Charge is indicated on the receipt.
Manual Submission
- Do not alter the original amount. Although the Cardmember has the Cardmember copy with the original amount, make your additions in the designated Delay Charge box on both the Service Establishment and American Express copies of the Charge Form.
- Write in the type of delayed charge (e.g. telephone, breakfast). The more specific the description, the less likely there will be a disputed charge
- Enter the total amount of all delayed charges
- Compute and enter the revised total. Do not cross out the original total. If possible, send an itemization of delayed Charges directly to the Cardmember to reduce the chances of a dispute
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