Q1. What are the new requirements for Amex payment collections?
To comply with AMEX guidelines:
Payments made using an Amex card must be for the full invoice amount.
If the amount entered does not match the uploaded document’s total, the payment will be rejected.
Partial payments must be made using another card (e.g., Visa or Mastercard).
The uploaded document must clearly show the payor’s details, recipient’s details, and payment amount.
Q2. How will my customers know about this new requirement?
When your customer uses an Amex Card to make a payment to you via your payment link, they may see a message appear message will appear below the card selection field prompting them to upload the support documents (e.g. invoice).
Q3. What should my customer upload if no invoice has been issued?
If no invoice exists such as for rent payments, school fees, or other - the customer should upload an alternative supporting document based on the payment category (e.g., a rental agreement, school notice, or payment request) that clearly shows:
The payor’s and recipient’s details, and
The total payment amount.
Q4. What happens if a customer enters a payment amount that doesn’t match the supporting document?
If the payment amount differs from the uploaded document:
The payment will fail the review process after submission, resulting in rejection.
If rejected, your customer's card will be refunded within 7 business days.
No funds will be disbursed to you as the payment will appear as “Cancelled” in your Collect account dashboard.
Important note: Payments failing Compliance review may experience delays beyond the usual T+3 business days. CardUp shall not be held liable for any delays in payment due to mismatched amounts, incorrect or insufficient documentation submitted.
Q5. How will the collector and customer be informed of a rejection?
If a payment is rejected:
The customer will receive a notification explaining the reason for rejection and the refund timeline.
The collector will notice these payments in "Cancelled" status reflected on their Collect account dashboard.