American Express


What it is

American Express is one of the most popular credit card service provider’s, accepted in more than 160 countries worldwide. Consumers using American Express will be able to pay for purchases at most businesses around the world.

How it works

American Express payments are processed as a credit card payment. Therefore, credit card payments must be enabled within your MultiSafepay Control to process a American Express payment. Submit your request to enable credit cards (Visa, Mastercard, American Express and Maestro) to your account manager or contact us at [email protected]

Transaction flow

The transaction flow shows the different ways an American Express transaction can be processed.

  • Order status
    The order status indicates the status of the order, such as completed, pending or rejected. The order status is independent of the incoming or outgoing payment of the transaction.

  • Transaction status
    The transaction status indicates the payment status of the transaction, such as completed, pending or rejected. Once the transaction status is completed, the amount of the transaction is added to your MultiSafepay balance.

American Express transactions received by MultiSafepay will be processed through our fraud filter. The following statuses are important when receiving a credit card payment:

Order Status Transaction Status Description
Initialized Initialized A payment link has been generated, but no payment has been received yet.
Completed Completed A successful American Express transaction has been received and the funds will be added to your MultiSafepay Control balance.
Uncleared Uncleared Waiting for manual permission of the merchant to approve/disapprove the payment. Read more on accepting uncleared credit card payments, how and why?
Declined Declined Rejected by the issuing bank. Read more about the reason why the transaction is declined in what does this mean?
Expired Expired An unfinished transaction will automatically expire after a predefined period.
Void Cancelled Transaction has been cancelled.

Transaction flow when processing on own MID

When using an own MID (MerchantID) from American Express, the funds are not processed by MultiSafepay. Instead, the funds will be added to your own balance at American Express.

Order Status Transaction Status Description
Initialized Initialized A payment link has been generated, but no payment has been received yet.
Uncleared Initialized Waiting for manual permission of the merchant to approve/disapprove the payment. Read more on accepting uncleared credit card payments, how and why?
Completed Initialized A successful credit card transaction has been received and the funds will be added to your MultiSafepay Control balance.

Refund flow

Order Status Transaction Status Description
Reserved Reserved A refund has been requested.
Completed Completed Refund has been successfully processed.
Chargeback Completed Forced reversal of funds initiated by customer’s bank (issuer). Only applicable to SEPA Direct Debit and credit card payments. Information on how to proceed when receiving a chargeback

The full API reference for American Express can be found here

Product rules

Some rules may apply to certain payment methods. For American Express, the following rules apply:

  • Refunding more than the stated amount of the original transaction is NOT possible for American Express. More information is available on our refund more than original amount page

  • American Express transactions have a maximum refund period of 180 days. After this period, it is advised to process the requested refund through a bank transfer

  • The lifetime of a payment link can be adjusted. This might be beneficial for your inventory. The adjustment can be processed through the days or seconds active. Full documentation can be found on our lifetime of a payment link FAQ page.

  • If you refund the transaction (partially) on the same day this is called a reversal. To keep things easy manageable in your reporting, this is logged as a refund. However, your customers might experience otherwise: the transaction in their overview will be adjusted to the new amount (partial reversal) of the order or is not debited at all (full reversal).

    If a different currency is desired, contact our support department for the possibilities. Submit your request at [email protected]

Activate

With MultiSafepay, American Express is an additional (non-standard) payment method. You can submit the application to activate the payment method through one of our account managers at [email protected]

To activate American Express as payment method for your webshop, we would like to receive the following information from you:

  • Average transaction amount
  • Minimum transaction amount
  • Maximum transaction amount
  • Yearly credit card turnover

The abovementioned information will be sent to our Risk team who will assess whether you are eligibe for this payment method.

Request refund

The refund of a transaction with the payment method American Express can be processed from within your MultiSafepay Control

Please follow these steps:

  1. Select Transactions -> Transaction overview
  2. Find the transaction through search
  3. Open the transaction
  4. Select refund
  5. Fill in the amount that you are going to refund to the customer
  6. Confirm.

Refunding more than the stated amount of the original transaction is NOT possible with American Express. More information is available on our refund more than original amount page

The transaction status is now initialized. As long as the transaction status is marked as initialized, the refund can be cancelled. When the transaction status is marked as completed, the refund is processed correctly. The customer will receive the refund to the bank account number in which the transaction was originally paid to, within the next business day.

A refund will be processed the next business day. However, depending an the issuer, it is possible that the amount is not shown directly on the card. If this is the case, we recommend contacting the issuer of your credit card. If an ARN is needed, the support department is able to provide one.

A refund will only be processed if your balance on your MultiSafepay Control is positive.

Declined

If an American Express payment of a customer receives the status declined, it may be for several reasons. Only the customer can contact their credit card issuer to inquire as to why the credit card payment has been declined.

For questions about credit card payments and/or a payment status (of a credit card transaction), please contact us at [email protected]

In most cases the declined reason is shown behind the declined status within the transaction in your MultiSafepay Control.

Transaction status Reason Description
Declined transaction not allowed The fraud filter of MultiSafepay is declining the transaction. Contact our support department at [email protected] for further information.
Declined Do not honour This information is not shared with MultiSafepay, only the card holder can retrieve the information at the issuing bank.
Declined 3D authorisation cancelled When the 3D secure verification is incomplete or can not be validated, the payment will be declined.
Declined Expired card The credit card is expired.
Declined Not sufficient funds The customer has insufficient credit on the credit card to complete the payment.
Declined Merchant only accepts 3DS verified cards “Declined, not verified”. Submit your request at our Risk Team at [email protected] when wanting to accept unverified 3D cards.

American Express, additional information

American Express is protected by its own branded 3D secure, the American Express Safekey. All transactions processed via this payment method are verified through the Safekey, except transactions lower than 30 EUR. This rule can be configured via the 3D Dynamic tool

Credit card payments are not fully guaranteed. Customers can withdraw the transaction, due to their customer right protection of the credit card schemes. The accountability​ of accepting credit card payments lies entirely with the merchant.

Payments with American Express can be completed only in Euros (EUR), American Dollars (USD) or British Pounds (GBP).

When using your own MID (MerchantID) from American Express, the funds are not processed by MultiSafepay. Instead, they will be added to your own balance at American Express. You will be automatically added to the Safekey directory. All currencies will be possible. For more information, please contact the support team at [email protected]

Credit card payments are not fully guaranteed. Customers can withdraw the transaction, due to their customer right protection of VISA and Mastercard. The accountability​ of accepting credit card payments lies entirely with the Merchant.

American Express is a premium product and falls in a different category other than Visa and Mastercard. This is why American Express requires a separate application with MultiSafepay.

Integrating American Express

It is possible to either redirect to our credit card payment page where American Express will be readily available, thus allowing MultiSafepay to handle American Express as well as other credit card payment methods for you or redirecting specifically to American Express.

Redirect for all credit cards including American Express

Choose this method if you would like for MultiSafepay to handle all credit cards for you. By bundling all the credit cards in the checkout, you will save space and collapse all the different credit card providers. American Express is included this bundle.

The customer will be redirected to our credit card payment page. The customer fills in his/her credentials and we will detect the credit card provider based on the first four digits.

The credit card API page illustrates the API implementation.

Redirect specifically to American Express

Choose this way if you wish to only accept American Express. Your customer will be redirected to American Express. After the credentials are filled in, MultiSafepay will ensure the payment is completed.

For implementation, see the API calls for American Express

3D Secure

3D Secure is an additional security layer used in online credit card and debit card transactions. The major credit card companies each offer their own version of 3D Secure. These are Verified by Visa, Mastercard SecureCode and American Express Safekey.

3D Secure technology adds an extra step to placing an order and is intended for your safety and that of your customers. Your customers are protected against abuse of their credit card number. Before the payment is accepted, the cardholder identity is verified by having the customer to authenticate at the credit card provider’s 3D Secure website.

When a chargeback is filed against the merchant and the transaction was carried out through the 3D Secure system, the Acquiring Bank is responsible for the costs and not the merchant.

Chargeback

Customers who disagree with or do not recognise a transaction that is charged to their credit card can ask the card issuing bank to raise a dispute. If a dispute is raised, the card scheme, in this case American Express, will notify MultiSafepay and reclaim the transaction amount from the merchant.

A cardholder can claim a chargeback for a minimum of 180 days after the purchase based on their customer rights given by American Express.

For more information about chargebacks, please visit our chargeback documentation

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