AmEx Shop Small | Retailers Not Accepting AmEx Even though Listed | How To Get Your Cashback!

Lraymond y on 10/11/2015 - 19:03
Last edited 20/09/2016 - 12:18 by 1 other user

There seems to be a lot of discussion regarding many retailers not accepting the good old American Express, even though there is so much free marketing for them through the Shop Small website. Even discussing with staff, they have no clue what the offer is about and why I'd walk in to confirm the merchant details and acceptance of of AmEx cards.

I have made 6 purchases this time around and only 2 places accepted AmEx.

Long story short, each time I paid with my ING (extra 2% cashback FTW) and then took photos of the tax invoice and customer copy of the EFTPOS transaction and messaged them to AmEx. I have a CBA issued card so used a link from AmexConnect.

Link: AmexConnect Contact Us
—> Query nature : Statement Credit

On each of the 4 occasions, I received a response within 24 hours stating something along the lines of the following:

"
Dear Raymond,

We are writing in response to your question about Shop Small, and were sorry to hear about your experience.

Please be assured that your feedback has been shared with the appropriate team to investigate.

To thank you for your feedback, we are happy to let you know that we have issued you one $10 credit. This credit will appear on your Card account within the next 5 business days, and counts towards the maximum of 10 credits you can receive should you continue to participate in the offer.

We want you to have the freedom to use your American Express Card everywhere you shop. If your Card is not warmly accepted when making a purchase, we encourage you to tell us about your shopping experience at takeamex.com.au and we will get in touch with the business.

Thank you for your interest in Shop Small.

Regards,

Amex Connect
[email protected]
"

It only takes a few minutes to send through the request, well worth the time given it's an easy process.

*In 2014, I managed to get two credits from the one merchant when I made a complaint about a 3% surcharge fir AmEx payment. My complaint was revolved around the fact the retailer advertised being an advocate of Shop Small but surcharged.

Good luck to every!

Financial American Express Shop Small Statement Credits

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Comments

  • Sebby on 10/11/2015 - 19:24

    Hi, yes I have had one retailer in Nov-2015 refuse to except AMEX even though they have their shop plastered in AMEX banners.

    I notified AmEx Shop Small promoter and was issued a $10 credit within 24hrs.

    • Bargainmaniaz on 10/11/2015 - 20:21

      Did you notify Amex shop small via email just like what Raymond did or did you call 1300 363 614?

      Because I called Amex cardholder hotline 1300 727 065 and Amex only issued minuscule amount of qantas points instead of statement credit.

      • Sebby on 10/11/2015 - 20:21

        emailed via the web site

        • Bargainmaniaz on 10/11/2015 - 20:24

          Good to know. Thanks

        • mooreshady on 23/11/2015 - 12:12

          Sorry, but what is the link for their email? I got cheated too. Thanks.

  • Bargainmaniaz on 10/11/2015 - 20:14

    For some reason, this year most merchants have exorbitant surcharges.

    Raymond, this year have you managed to get a statement credit because of a high surcharge instead of refusal of using amex?

    • raymond y on 10/11/2015 - 20:16

      So far, I haven't had someone surcharge me so I haven't tried. But base a message on the principle of the retailer promoting AmEx only to surcharge for it. That's how I got it done last year.

    • raymond y on 24/11/2015 - 09:49

      Had on on the weekend just gone by. it was a 3% surcharge - 65 cents. Still sent the email and got told a credit is coming my way.

      So if I understand correctly, I get two $10 credits from the one store where I only spent $23 including the surcharge.

  • Bargainmaniaz on 10/11/2015 - 20:23

    Raymond, I really appreciate your posting. This Amex shop small has caused some problems this year with more merchants making a big fuss about accepting it. Some even charged 10% fee :(

    • mmd on 16/11/2015 - 01:48

      I wish it was 10%. Got charged $3 at a shop!

  • t_c on 10/11/2015 - 20:28
    +3

    I run a small business and I would like to be able to accept Amex, but it doesn't come as standard when you open a merchant account to accept visa and MasterCard. Apparently u have to apply separately to Amex to get it. And there are more fees another 1 or 2% on top of the 2.3% for the merchant facility.

    • lolcoaster on 11/11/2015 - 15:11
      +2

      Which is fair enough. The issue here is stores that supposedly accept Amex, have Amex signage and are advertised as accepting and being part of the Amex promo on the Shop Small website refusing to accept Amex or charging exorbitant surcharges.

    • Peck on 11/11/2015 - 19:57
      +1

      My Chemist said that he got a 'good' deal under the AmExShop Small scheme.

  • inherentchoice on 10/11/2015 - 20:28

    Thanks for sharing OP. I will send my claim through to them.

  • Banana on 10/11/2015 - 20:43

    I am really thankful that you finally made this post! I have been answering questions about it based on what I heard from you haha!

    People can now disregard what I have said in the other post because the information probably isn't 100% correct.

  • zzyss on 12/11/2015 - 11:15

    Given that the qualifying conditions for a business to appear in the Shop Small map is that they have processed an Amex transaction between Jul - Oct, I'm surprised some of them don't accept it when you ask. So it means they're just being dodgy and outright refusing even though they can, they're too dumb to know that they can, or else they made an exception at some stage for somebody (or somebody fooled them into thinking it was some other type of card).

  • [Deactivated] on 12/11/2015 - 19:31
    +1

    Dear xxxx,

    I apologise for the inconvenience you have faced while making a transaction at a Shop Small Merchant.

    I have immediately issued a credit of $5.00 to your card account for the surcharge you were assessed. This credit will appear online within 3-5 working days.

    I’d like to share that all the merchants listed in the Shop Small Map had agreed to participate in the campaign without applying differential surcharges. I regret that the merchant where you tried to use your card applied surcharge for the transaction. I have immediately forwarded this issue to our Shop Small Team so that they can investigate it accordingly.

    We are deeply concerned about this issue and appreciate that you have brought this matter to our notice. We will contact the merchant in an attempt to resolve the issue you've reported. Our goal is to ensure that American Express Cards are always welcomed where you want to shop.

    Also, you can always share your merchant experience with us at https://www316.americanexpress.com/iFormsSecure/un/iforms.do…

    You are a very valued customer with American Express, and anytime you need us, please contact us and we will be happy to help!

    Have an excellent evening!

    • Bargainmaniaz on 13/11/2015 - 03:15

      That is good to see that you got a compensation from Amex. Is yours bank issued or directly with amex? and did it take a long time for amex to reply?

      • [Deactivated] on 13/11/2015 - 09:36

        Direct. 24 hours.

        • iceshadow on 13/11/2015 - 17:59

          I can also confirm that AMEX will credit you with $5 if you advise them of a particular merchant adding on a surcharge.

    • Love a bargain on 13/11/2015 - 13:31

      I contacted them and got a very different response (see below). Which enquiry type did you put your enquiry under? I put it under others because I've already received the statement credit from the transaction and my complaint was only in relation to the surcharge.

      Dear XXX,

      We are writing in response to your question about Shop Small.

      Shop Small is about supporting all small businesses regardless of whether they accept American Express or how customers pay.

      Businesses have a choice when it comes to accepting American Express and our network continues to grow in Australia. We operate a premium network with Card Members who spend a third more on average than other card holders, and our Card Members prefer and seek out small businesses that accept American Express.  These benefits have costs associated with them for which we charge a reasonable fee. Because of this, we work directly with businesses every day to prove the value to them of accepting American Express.

      When an American Express Card Member is told they can’t use their American Express Card, often they’ll use another premium credit card instead. The cost to a small business of accepting American Express is on par with the costs of accepting our competitors’ premium cards.

      We want you to have the freedom to use your American Express Card everywhere you shop. If your Card isn’t warmly accepted when making a purchase, we encourage you to tell us about your shopping experience at takeamex.com.au and we’ll get in touch with the business.

      Thank you for the opportunity to respond to your feedback.
       
      Kind regards,

      Amex Connect

      [email protected]

      I've written back to AMEX in response. Will see what they say.

      However, if this is AMEX's officially line. I'd urge everyone to complain.

      • zzyss on 13/11/2015 - 15:38

        The premium card thing isn't entirely true. Some merchants negotiate a blended rate with the bank that provides a kind of weighted average between the premium and non-premium card rates (which is still lower than Amex).

      • Love a bargain on 13/11/2015 - 16:11
        +1

        Further response from AMEX:

        Dear XXX,

        Thank you for your e-mail.

        We are sorry about your recent experience.

        American Express is taking the necessary steps to decrease surcharging instances and also increase acceptance coverage.

        We certainly understand your concerns and appreciate you taking the time to provide us with your feedback. However it is the choice or the merchant whether or not to issue a surcharge for Amex acceptance and indeed is their responsibility to notify you of such; as we are not in constant communication with thousands of small business to monitor their practices as part of this offer.

        Please be assured that we have commenced a dialogue with this business to rectify the situation.

        We apologise for the inconvenience this may have caused to you. We require your kind understanding on this matter.

        Kind Regards,

        Amex Connect
        [email protected]

        People, be warned. AMEX isn't necessarily gonna be on your side. (AMEX isn't even willing to call a surcharge that was applied without my knowledge foul play.)

  • puffinfresh on 13/11/2015 - 12:32

    Thanks for this. I shopped at a place that happily accepted it, and was listed on the map, but the credit didn't come through. It worked last year at the same retailer, but he did say he just had a new POS installed, so maybe that has something to do with it. Anyway, I was after an easy way to contact Amex, and your post provided that.

    • puffinfresh on 13/11/2015 - 12:48

      I heard back from them almost instantly. They confirmed my transaction was picked up by the system and a credit is on the way.

      "As for the credit confirmation e-mails, we apologise for the random distributions. We are encountering some technical issue at the moment. Depending on how merchant/s process the transactions, the confirmation e-mail will not be distributed correctly. Our merchant services have been working with the technology team to fix the matter.

      In the mean time, you may receive a confirmation e-mail randomly but this does not mean that you won’t receive the credit. So, we would be appreciative if you could give it at least 10 business days for the credit to process."

    • jellykingdom on 17/11/2015 - 13:10

      I just had similar happen, except with their new POS they don't accept AMEX anymore so i now had a bunch of takeaway with no discount. I will email Amex

  • piggyfund on 13/11/2015 - 17:17

    Thanks for this, will try and see what they say

  • knowwhat on 15/11/2015 - 17:15

    Thanks for this post.

    I have had a similar experience and have written to them. The shop is on the map, but has changed the name but on the receipt issued, still has its previous name.

    Lets see what Amex has to respond to this one.

    Fingers crossed.

    • jellykingdom on 17/11/2015 - 13:11

      Similar to me - my place has a different name on its receipt, but is still the same place. i'm a bit concerned about it, be kind of annoying since i could easily have gone to their sister restaurant and gotten the discount (did it last week)

  • draistlin on 17/11/2015 - 15:00

    How exactly do people know if a store is participating in this? Do we need to check the amex store to see or will they generally have banners?

  • shortgum on 17/11/2015 - 17:25

    Just a head up. have make purchases with bank issue amexs in Priceline Broadway which is listed on the Shopsmall but did not get the $10 credit. write up to amex on this amexconnect link. They mention this merchant is not on their list. WHAT? But indicate will credit us the $10. However, it is been almost 1 week and credit still not come.

    head up if want to purchase there. DONT BOTHER if you don't want the Fuss chasing it.

  • biffer on 17/11/2015 - 20:12

    I had to fill in the form around 10 times as I have 3 cards with issues over statement credits. I read that they reply quickly (24hours) but for me, it's been over 48 hours now and have only replied to 1 issue which was the only one reported for my bank issued amex. My 2 direct Amex cards have not received a reply about the statement credits..

    • Bargainmaniaz on 17/11/2015 - 23:02

      I got a suspicious looking email from [email protected] that does not have any message, but instead asking me to download an attachment??

      Did you get an email from [email protected] or from a dodgy email [email protected] that looks like this?:

      This is a secure, encrypted message.

      Desktop Users:
      Open the attachment (message_zdm.html) and follow the instructions.

      Mobile Users:
      Get the mobile application.
      About Encrypted Email Copyright 2012 American Express, Inc. All rights reserved

      • biffer on 18/11/2015 - 20:47

        Yes that was the email I got also, it was asking to register for encrypted emails, once I did and set a password I was able to read the reply.

        • Bargainmaniaz on 19/11/2015 - 10:51

          In order to see the message did you have to register a bank issued Amex with Amex directly?

          I went to Amex website: https://www.americanexpress.com/australia/ -> then clicked on New Registration -> It says that I can't register directly with Amex and have to call my Bank instead.

          Did you at least manage to get a statement credit with them??

        • Bargainmaniaz on 19/11/2015 - 11:56

          Yep, finally managed to open up those messages and they are bad news.

          Amex is no longer willing to offer statement credit and basically saying tough luck if you get surcharged/rejected.

          One of the emails even said, since I got rejected in using Amex with a specific merchant. From now on I won't be able to earn any statement credit with that merchant.

          Amex is not being ethical with their conduct in here. Before the campaign started they claimed that merchants should never any surcharge, but now they just don't want to know anything about it.

        • Love a bargain on 19/11/2015 - 12:43

          @Bargainmaniaz: Demand that they escalate the complaint? I did. Still waiting to hear back from the "Merchants Department" though.

        • Bargainmaniaz on 19/11/2015 - 12:53

          @Love a bargain:

          I have a few Amex cards, and the one with bad news is the bank issued Amex. Whereas for actual Amex card, so far out of several emails I have sent, I only got 1 reply.

          From that one and only reply that I got from Amex, I still have not received the $10 credit despite that it has been 6 days since.

        • Love a bargain on 19/11/2015 - 13:04
          +1

          @Bargainmaniaz: Bank-issued cardS are second-class is definitely the sentiment that I felt.

        • shortgum on 19/11/2015 - 13:50

          @Love a bargain: Dear ———,

          Thank you for your enquiry.

          Sorry to hear you have not received the $10 credit for Priceline Broadway.

          We have manually applied the credit to your account. Please allow 5-10 business days for the credit to appear on your statement.

          We apologise for the inconvenience caused on this matter.

          Thank you for your interest in Shop Small.

          Kind regards,

          Amex Connect
          [email protected]

          Here is my Priceline Broadway query on bank issue card that need to make second attempt for them to do something. So I guess you're just need to keep plugging and hope for good…

        • Love a bargain on 19/11/2015 - 14:57

          @leehungfei:
          Trust me I have. I'm not gonna let this slide.

        • biffer on 19/11/2015 - 19:28

          @Bargainmaniaz: For me, the only reply and credit I received was for my bank issued AMEX. The credits I queried about that were directly through Amex have not received a credit nor a reply. Will have to give them a ring tomorrow.

    • shortgum on 19/11/2015 - 00:21

      bank issued amex is hard to chase and nothing can do about it. direct amex probably should call them up. I still waiting for my Priceline Broadway credit that they claim will come but never arrive. plan is wait for another week to send them another email. the chasing suck but what can you do

    • biffer on 20/11/2015 - 17:30

      Just an update, I rang the number at the bank of my card, they said the contact form is best suited for bank issued Amex and those with direct Amex cards it's quicker to ring them. They have issued the credit straight away although it'll take a few days to show.

      I also asked about dining at a place on the map but had a 3% surcharge so I didn't pay with my amex, they have to forward it through to another department and let me know if they are able to credit or not. Waiting to here back.

      • shortgum on 20/11/2015 - 18:23

        You are in luck maybe… I also tried contact Amex line on my direct amex card about a surcharge of $2 from Speedway West Ryde. I haven't even started my frustration story how rude the Store owner is (swearing) about don't want using AMEX card.

        The Amex operator Rebecca on the phone sounded arrogantly (unbelievably phone service attitude) ignored my request about credit anything and tell us to submit the query on the link above to see what happen. NOTHING TO DO WITH AMEX FOR SURCHARGE. So basically the problem will just go nowhere.

        This whole Shopsmall campaign thing is best to get the instance credit, find merchant no surcharge, and hope not having any issues. Once to contact them, it's more like a roll of dices who you talk with and whether you are in luck to get what you want on the phone or email.

        Sigh… don't know should compliant the amex operator. feeling abused somehow as a customer (worst ever I got from AMEX)

        • biffer on 20/11/2015 - 20:42

          You should call again it wouldn't hurt to try again, you may get someone else. I spoke to Stephanie and she was really nice and apologetic about how I never received a response from contacting them through the website. She credited $10 x2 (one for primary and one for secondary) for a merchant I dined at that was having issues with accepting Amex on the terminal that day (although she wanted to confirm if it was just a terminal issue and not the store saying they don't take amex).

          With the issue of the surcharge, she was very understanding that I wouldn't want to pay the 3% surcharge and felt discouraged to pay via Amex but she could not handle that issue and it has to be forwarded to another department. She said she will get back to me whether or not I get credited.

          I actually called twice before that and got different people. The first time I accidentally hung up, second time the guy said the connection was bad and couldn't hear me.

        • mmd on 21/11/2015 - 00:25

          @biffer:
          +1
          Everytime I called Amex, the staff are very friendly and helpful.

  • timmypete on 18/11/2015 - 21:20

    I got a generic email back that I'll need to wait 60 days to confirm the credit hasn't gone through (on top of a $9.98 AMEX surcharge anyways, which I'd only accepted on the grounds the credit would cancel it out)

    • Banana on 23/11/2015 - 12:34

      $9.98 surcharge? That is ridiculous, please name and shame the shop.

  • mjjeje on 20/11/2015 - 17:02

    Some merchants don't accept amex, when I asked them they said they have high charge so they don't accept it.

  • oldrocker on 22/11/2015 - 08:33

    My wife went into a fruit & veg shop in Hobart, that's in the shop small list, and they said they don't accept Amex!!! What's going on?

    • zzyss on 22/11/2015 - 17:34

      Yeah, it's happened to me before too. I think maybe they've signed up for an Amex merchant account but their bank terminal doesn't accept it (or some variation on that situation, whether deliberate or otherwise).

      You can call Amex and most of the time they'll just give you a manual statement credit to compensate for it if you ended up paying via another card. Sometimes they'll ask you for a copy of the receipt.

  • kev98 on 22/11/2015 - 09:41

    If I make two transactions in shop small promo will I get cash back for both? I seem to have received credit for the first transaction, but not the second.

    • snappy1234 on 22/11/2015 - 09:44
      +1

      @ kev98

      Same store ?

      If so no you only get one bite at the cherry.

      • kev98 on 22/11/2015 - 09:45

        Ah I thought so, didn't want to be too greedy but thought may as well try lol

  • mooreshady on 23/11/2015 - 12:11

    Just a word of thought, Kuala Lumpur restaurant in Carnegie VIC does not take AMEX, eventhough the shop small map says they do. Great food, just a bit pissed off at their 'no amex' sign while map says so.

    So make sure before you purchase or dine in, check at their cashier if they take AMEX.

    Or if someone can advise, where can I contact AMEX in regards to this? So to avoid misleading.

    • Banana on 23/11/2015 - 12:36

      Yes. If it is on the map it should take Amex. If not, pay with a different card and just email them the receipt. We(or Raymond) have gotten our money back most of the time.

      I think Amex is taking some of the shops off the map after our complaints. So double check that the shop you are going into actually is on the map still.

  • godzilla123 on 24/11/2015 - 09:39

    Ramenya(paramount) on bourke street also does not take AMEX. Emailed amex with visa receipt and they responded saying $10 would be credited to my account.

  • mooreshady on 25/11/2015 - 10:24

    Hi all,

    if I have 3 Amex cards to use in 1 restaurant, but if they don't take amex, can i use the receipt ($60 in total for example) to claim back from amex?

    thanks.

    • zzyss on 25/11/2015 - 11:06
      +1

      Yes, but I venture they'd only give you back 1 statement credit, not 3.

        • shortgum on 25/11/2015 - 23:48

          you may try by purhase on visa or eftpos 3 times. then use 3 receipt slips to submit to amex each. but i know still suck n luck is needed… n so much effort…

  • angelbaby on 25/11/2015 - 17:07

    I lodged a complaint to Amex Connect on 20/11/15 about the $10 credit statement and I still haven't received any respond from them on 25/11/15.

    • dazzza on 25/11/2015 - 21:43

      Same here

    • zzyss on 26/11/2015 - 09:09

      Check your junk. In my case they used some crazy-ass encrypted system that looked so much like junk that I was very inclined to just ignore it for fear of being scammed. Had to go to a website, login, and jump through 12 hoops before I even got to see the message.

    • inherentchoice on 30/11/2015 - 09:44

      Me three. And I submitted my request on the 10/11. Checked my junk/spam folders but can't find a reply there either. Also logged in to their website but there's no messages in the "secure message centre".

    • euroblue on 01/12/2015 - 19:08

      I received a reply to my complaint made on 20 Nov yesterday.

      • jackofspade on 01/12/2015 - 23:41

        11 days! I usually get a response within 24 hours.

        • dazzza on 02/12/2015 - 00:15

          Hmmm, very random response times then…been waiting about 10 days also now

  • djfish31 on 27/11/2015 - 09:49

    do you get a confirmation email when you hit submit ??

    • fluffypoo on 27/11/2015 - 21:46

      I didn't get one. Lodged a complaint yesterday, no feedback yet.

  • mmd on 28/11/2015 - 14:03

    Thanks OP. If only I knew about this last year…
    Worked on a store that didnt accept Amex.
    Didnt work on a store that had Amex $3 surcharge.

  • kevmev12 on 28/11/2015 - 14:03

    Has anyone shopped somewhere that's NOT listed in the Shop Small map but still received an email confirmation about a $10 credit coming your way?

    I went into Uniqlo Parramatta today to pick up some of the AIRism shirts as per this deal, came out of the store and my phone beeped, had a look and it said I received a $10 credit for shopping in UNIQLO AUSTRALIA PTY LTD! I checked and they are definitely not listed in the Shop Small map. No idea if it's a mistake or not but I am waiting patiently for next week to see if the $10 credit for Uniqlo does come through.

    I've only received my new AMEX Platinum Edge card through the Priceline promo 3 weeks ago and I am loving the statement credits, especially when they're unexpected like the Uniqlo one!!

    • zzyss on 29/11/2015 - 16:47

      Yeah, it's an unlikely situation but plausible. Because they only opened up this year, they probably haven't hit the $1.3m in transactions limit that is the upper limit defining what is a "small business" to Amex. I highly doubt that they will be included next year tho!

      But basically any small business with an Amex merchant that put through < $1.3m in business through Amex, even if they're not listed, should be eligible for Shop Small.

  • dazzza on 28/11/2015 - 23:45

    I have used the online contact us and also direct email…… no responses after about a week. Does a phone call work better ?

    • zzyss on 29/11/2015 - 16:48

      Wouldn't hurt to call, but check your spam. Their "secure online response system" looks heaps like a phishing scam (requires you to go to a website, log in, etc.)

      • dazzza on 29/11/2015 - 16:57

        Thanks mate, yeh had checked my spam.. looks like a phone call to them. Also another store today I went to that amex is accepted, but had new terminals but not programmed for amex/not working. Interestingly they took the card details and are going to process it manually. Problem I have is if they don't do it for a few days, it will be past the cutoff date so will miss out. They also charged 3% surcharge which I think is a bit rich……anything I can do about this ??

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