Forum Moderators: buckworks
But Moneybookers started taking it since February 2006 yet but now are clearly having troubles with it (perhaps because of their focus on online gambling which AMEX of course does not like at all).
I know AMEX only give their account in the local currency of the country and in US dollars but still these established payment providers should be able to get it and keep it.
I mean even Alertpay did, and it was the *last* card type to get pulled from them.
So what gives?
AMEX is more expensive but higher ticket price for most purchases for the merchant and seem more forgiving on chargeback ratios, etc.
Surely the successful competition allowing banks to issue AMEX alongside the Visa Master duopoly also will trickle into acquiring as well?
Any insights?
AMEX is more expensive
This may be the root of the reason right there, with any "product" if the returns aren't good enough to carry it, it is not offered. I know one client who only uses Visa/MC simply because with their merchant account, Amex, Discover, and some others are all carried at a higher rate with more restrictions.
seem more forgiving on chargeback ratios
We currently only accept AMEX from existing customers. We would drop them completely, except we have one customer who can only pay with AMEX.
They're more forgiving because AMEX lets card members dispute (and win those disputes) no matter how ridiculous or frivolous the disputes are.
You're telling me! Three chargebacks so far this year, ALL AMEX! On all 3, the customer had received credit before the dispute process was initiated...they didn't even take the time to see if I had credited the account prior to starting the claim...and then expect pages upon pages of documents to be labeled and included in the dispute.
If only my highest margin items weren't purchased almost exclusively via AMEX...
They're more forgiving because AMEX lets card members dispute (and win those disputes) no matter how ridiculous or frivolous the disputes are.
Yup, I just got off the phone with Amex. I was told by the clerk on the "dispute resolution team" that unless I can show proof that my customer(s) actually "signed" for the delivery he/she is disputing, I lose. Which is probably the reason I lose all my disputes with them. I do not even sign for my own packages. Certainly, there are times when a customer actually signs for his/her own package but how often does this *not* happen. Especially in a business environment.
Anyway, the majority of my disputes are with Amex customers...and I can't win. Nor do I want to keep wasting a lot of time trying to convince them that their customers are scammers.
Visa/MC = an occasional dispute. I normally win with them. Same doco I provide to Amex.
It's as if the Amex customers know which card to use to double dip. All a customer has to do is say "we did not authorize this transaction".
Thousands of dollars later, If what they clerk told me is true, I see no reason to continue with them. I was doing a lot better without them.
All a customer has to do is say "we did not authorize this transaction".
When we contacted the customer he was very apologetic and spent quite a bit of time on the phone with AMEX to try to clear everything up.
And yet, after both he and I were assured by 2 different Customer Service managers that everything was cleared up, 2 months later we had the almost $3000 re-deducted from our bank account! It took several more hours on the phone by both of us to finally get it cleared up.
Yep- no verification whatsoever on AMEX's part. Whatever the customer says must be true.
As merchants have any of you used the merchant order line to get AMEX to call and verify the charges to cardholders on you the merchant's behalf if they are over if I remember $300?
As merchants have any of you used the merchant order line to get AMEX to call and verify the charges to cardholders on you the merchant's behalf if they are over if I remember $300?
I've never heard of this. I honestly don't have time to call them every time I receive an order. I'd rather drop them and take my chances with the others.
My conversation today left a very bad taste. I seriously felt that I was being laugh at.
By all means they should protect their customers...but there should also be some obligation to the merchants. Merchants are their customers also.
LOL, maybe, now I understand why so many shoppers contact me and ask me if I accept Amex before completing check out.
This all explains why Nochex would find Amex unacceptable in conjunction with their pledge to absorb chargebacks on their basic account.
They are ignoring high end sales which implies that they view their merchants as low end.
If only my highest margin items weren't purchased almost exclusively via AMEX...
A typical bricks mortar retail business will probably have 10% AMEX sales, but if they are instead B2B it will be more like 25% AMEX sales.
This is worth bearing in mind for online as well. But the main thing is to remember that the only thing that protects you (Visa and Mastercard too) is to have a signed receipt of the cardholder for delivery or a signed authorization form.
Otherwise cybershoplifting is easy.
I've never heard of this.
They will contact the customer on the merchants behalf and verify the charge and identity of the customer for charges over $200
1 -- Call American Express Charge Verification Dept on 1-800-876-9786 Monday-Friday, 8:00 AM-10:00 PM EST.
2 -- Tell them you are a merchant and give your merchant contract number and you want to start a charge verification.
-- They will authorize (not capture) payment over the phone (If you have not done so already)
-- Ask for bill to and ship to info
3 -- AMEX will call you back within 3 business days.
If you do not hear from them then it is "up to the merchant" to decide to ship.
If they confirm, this is not exactly liabilty shift onto AMEX though -- partic with new competing banks issuing the cards -- only signature is that.
By all means they should protect their customers...but there should also be some obligation to the merchants. Merchants are their customers also.
Homeless what you are talking about is just how it is with card associations and online -- the issuing banks like to keep on getting fat from chargeback fees while the online merchant bears all the risk and cost of secondary screening.
But with AMEX you just have to persist and then you will get generally fair treatment. Their front line staff are professional but dont have much discretion. Escalate your issue and you will generally get satisfaction.
This is worth bearing in mind for online as well. But the main thing is to remember that the only thing that protects you (Visa and Mastercard too) is to have a signed receipt of the cardholder for delivery or a signed authorization form.
I don't know. I'm able to fight disputes with Visa and MC if I deliver to the billing address...regardless of who signs. As far as I know, it is not always possible to have the cardholder sign. If there is a way to force, FedEx or UPS to get a specific signature...Please advise.
Either way, Amex is proving far too expensive for me.
But the main thing is to remember that the only thing that protects you (Visa and Mastercard too) is to have a signed receipt of the cardholder for delivery or a signed authorization form.
A typical bricks mortar retail business will probably have 10% AMEX sales, but if they are instead B2B it will be more like 25% AMEX sales.
