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American Express® Card Merchant Operating Guide United States Region April 2021 This guide is intended for use by Merchants that have entered into a legally binding Agreement with a Merchant Services Provider based in the United States Region to accept the American Express® Card. This document was published electronically on April 16, 2021 and will become effective immediately upon publication unless otherwise specified herein. Copyright © 2014-2021 American Express. All rights reserved. This document contains published confidential and proprietary information of American Express. No disclosure or use of any portion may be made or reproduced in any form or by any electronic or mechanical means, including without limitation information storage and retrieval systems, without the express prior written consent of American Express. The provisions of this document are subject to change from time to time by American Express. Summary of Changes Change Bars Change bars are vertical lines in the left margin that identify revised, added, or removed text. All changes in the Merchant Operating Guide are indicated with a change bar as shown here: Summary of Changes Table Important updates are listed in the following table and are also indicated in the Merchant Operating Guide with a change bar. Chapter Section/Subsection Description of Change Chapter 2, "Doing Business Subsection 2.5.2, "Compliance with Added language referencing payment product terms and with American Express" Payment Product Terms and conditions. Conditions" Chapter 4, "Transaction Subsection 4.5.1.2, "Contact Chip Card • Removed reference to the Oil Fraud Protection Processing" Charges" Program. • Removed Chip Card fraud liability shift exclusions for fuel Customer Activated Terminals (CATs). Subsection 4.8.1, "Substitute Charge Added policy around the submission of Substitute Records" Charge Records. Subsection 4.18.1, "Introductory Added requirements around Introductory Offer. Offers" Chapter 5, "Authorizations" Subsection 5.3.1, "Estimated Added reference to new Estimated Authorization. Authorization" Subsection 5.4, "Authorization Added description language. Process" Chapter 6, "Submissions" Section 6.4, "Submission Process" Added description language. Chapter 8, "Protecting Section 8.2, "Definitions" Updated definitions. Cardmember Information" Section 8.3, "Cardholder Data Added policy around Cardholder Data Compromise Compromise" Program. Chapter 10, "Risk Evaluation" Section 10.2, "Prohibited Merchants" Updated categories description. Merchant Operating Guide - U.S. Summary of Changes Chapter Section/Subsection Description of Change Chapter 11, "Chargebacks and Section 11.4, "Chargeback Reasons" Added Multiple ROC Chargeback description. Inquiries" Section 11.5, "Compelling Evidence" Added Compelling Evidence policy. Chapter 12, "Specific Section 12.9, "Oil/Petroleum" Removed reference to the Oil Fraud Protection Program. Industries" Subsection 12.9.3, "Oil Fraud Removed Oil Fraud Protection Program section. Protection Program" Section 12.11, "Parking" Eliminated Parking section. No industry specific procedure needed. Section 12.13, "Restaurants" Subsection 12.12.1, "Lodging" Subsection 12.12.2, "Vehicle Rentals" Relocated Estimated Authorization language to Section 12.16, "Taxicabs and Subsection 5.3.1, "Estimated Authorization". Limousines" Section 12.17, "Card Not Present Retail and Grocery" Glossary of Terms Added/modified definitions. This document contains sensitive, confidential and trade secret information, and must not be April 2021 iv disclosed to third parties without the express prior written consent of American Express. Table of Contents Summary of Changes Table . .iii 1 Introduction . 1 1.1 About American Express . 2 1.2 About the Merchant Operating Guide . 2 1.3 Organization of the Merchant Operating Guide . 2 1.4 Changes in the Merchant Operating Guide . 3 2 Doing Business with American Express . .4 2.1 Introduction . 5 2.2 Benefits of Accepting the American Express Card . 5 2.3 Merchant Information. 5 2.4 Use of Third Parties. 5 2.5 Compliance with the Technical Specifications . 6 2.6 Establishment Closing . 6 2.7 Verification and Disclosure of Information . 7 2.8 Permitted Uses of Merchant Information . 7 2.9 Cardmember Offers . 7 3 Card Acceptance. .8 3.1 Card Acceptance . 9 3.2 Treatment of the American Express Brand . 9 3.3 Prohibited Uses of the Card . 10 3.4 Prohibited Merchants . 11 3.5 Treatment of American Express Cardmember Information . 11 4 Transaction Processing . 12 4.1 Introduction . 13 4.2 Transaction Process . 13 4.3 American Express Payment Options. 13 4.4 Completing a Transaction at the Point of Sale . 14 4.5 Processing an In-Person Charge . 14 4.6 Customer Activated Terminals. .20 4.7 Processing a Card Not Present Charge . 21 Merchant Operating Guide - U.S. Table of Contents 4.8 Charge Records . .22 4.9 Processing a Credit . .23 4.10 Credit Records . .24 4.11 Return and Cancellation Policies . .25 4.12 Processing Transactions for Specific Industries . 25 4.13 Reserved . .25 4.14 Advance Payment Charges . .26 4.15 Aggregated Charges – Internet . .26 4.16 Delayed Delivery Charges . 27 4.17 No PIN Program . .28 4.18 Recurring Billing Charges . .29 4.19 Processing Prepaid Cards . .30 4.20 Processing Travelers/Gift Cheques . .30 4.21 Property Damage to Accommodations and Other Rentals . .32 5 Authorizations . 34 5.1 Introduction . .35 5.2 Transaction Process . 35 5.3 The Purpose of Authorization . 35 5.4 Authorization Process . 37 5.5 Possible Authorization Responses . 37 5.6 Obtaining an Electronic Authorization . .38 5.7 Obtaining a Voice Authorization . .38 5.8 Card Identification (CID) Number . .39 5.9 Authorization Reversal . .39 5.10 Authorization Time Limit . .39 5.11 Floor Limit . .40 5.12 Pre-Authorization . ..
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