Reducing fraud on face-to-face Charge requests

  • The American Express Card must be presented for all in-person Charge requests.
  • If you have electronic Authorisation capabilities, always swipe the Card through the electronic data capture terminal or insert it into the terminal's chip reader leaving it there until the transaction is complete.
  • Check that your business and processor are submitting all the magnetic stripe or chip information required by American Express.
  • Always compare the account number on the front and back of the presented Card with the account number on the printed receipt dispensed from your terminal or cash register.
  • Cardmember signature is required on the printed receipt for all face-to-face transactions. The signature on the receipt must match the name on the front of the Card and the signature on the back of the Card.
  • Expiry date is required for all methods (keyed or manual) of Authorisation request.
  • American Express Cards are non-transferable. Only the Cardmember may use the Card.
  • If you process Charge requests manually, or the magnetic stripe on the back of the Card or the chip is unreadable, follow these steps:
  • If your business does authorise electronically and the magnetic stripe or the chip is unreadable, then key the transaction and expiry date into the terminal for Authorisation approval. If you process Charge requests manually, always get a Voice Authorisation.
  • Obtain an imprint of the Card on a paper Record of Charge (sales draft) that meets American Express requirements.
  • Ask the Cardmember to sign the paper receipt and compare the signature.

Reducing fraud on mail order, telephone order and Internet Charge requests

  • Obtain and submit an authorisation approval code for every mail order, telephone order, Cardmember Activated Terminal or Internet transaction, regardless of amount through the automated telephone response system on 020 8551 1111.
  • Your business is responsible for ensuring delivery to the appropriate customer billing address and for obtaining 'signed proof' of delivery to the Cardmember's billing address. Ensure that your business uses a freight or delivery service that does not permit re-routes of deliveries and requires customer signature.
  • Designate 'Mail Order,' 'Telephone Order' or 'Internet' on the signature line of the Record of Charge.
  • Your business should only conduct transactions on the Internet using browser software that supports industry standard encryption protocols such as those offered by Netscape® or Microsoft® American Express® will keep you informed of developments in this area.
  • To ensure higher levels of risk protection and service quality, always establish and use a separate Merchant account number for your mail order, telephone order and Internet Charge requests.
  • If the Cardmember picks up the merchandise from you, standard acceptance procedures for in-person purchases must be followed

Reducing fraud on self-service terminal charge requests

  • Ensure that any type of self-service terminal (e.g. kiosk, vending machine, pay-at-the-pump) operated by your business is in compliance with capturing all required magnetic stripe information from American Express.
  • Establish and use a separate Merchant account number for your self-service terminal Charge requests.

Ways to help reduce chargebacks

Here are four methods you can take to help lower the number of enquiries you receive and reduce the number of chargebacks:

  • Always get an Authorisation Approval Code
    Without it, it is very difficult to support your position if a Cardmember claims a transaction is fraudulent.
  • Respond to enquiry letters on time
    If you wish to contest a Cardmember claim, you must send us support material that resolves the dispute by the date displayed on the enquiry letter.
  • Follow Card acceptance procedures accurately
    Always get the Cardmember's name as it appears on the Card, the account number, and expiry date. If the Cardmember is not present, verify the billing address when possible with American Express.
  • Pay special attention when taking orders by telephone, mail order or the Internet
    If you accept such Charges, the precise procedures outlined in the Card Acceptance Agreement should be followed and a greater degree of caution should be exercised.
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