American Express Merchant Services Reviews

AMEX Merchant Services allowed a cardholder to contest a legitimate credit card charge twice. The debited charges were based on testing services which we provided to the cardholder. The contested amount was about $3200.00. The first time, AMEX Merchant decided in our favor; us as the merchant. The second time which was about a year later, AMEX decided in favor of the cardholder on the basis that we did not respond to the complaint in a timely manner. The facts of the case remained the same. AMEX claimed that we, as the merchant, had an obligation to visit their website so that we were up-to-date on any outstanding contested charges. We were never notified by AMEX that this website existed. We responded to the contested charge as soon as AMEX notified us by phone only.

I work for a company that sells computer systems. A customer used the system for 1 year before returning it to us, it does not have all the cables, manuals, and drivers. It is not in a usable condition at all, it has excessive wear and tear. It is not worth any money in its current condition. Basically customer has used it and returned and got all his money back. He used this system for free and our company was out all that money, pretty much just giving him the laptop for free.

I was never notified, and I found out during our bank reconcilations that American express adapted a new change where the merchant does not receive a credit for the discount fee if the consumer returned the item. This became effective September 1st as I found out today.