Menu
United States Change Country
Home  >  All News  >  Digital Receipts feature from American Express helps Card Members identify, and remember, purchases and helps merchants reduce disputes
February 18, 2021

Digital Receipts feature from American Express helps Card Members identify, and remember, purchases and helps merchants reduce disputes

By: Ramesh Devaraj, American Express Global Merchant Services and Sarkis Kalashian, American Express Enterprise Digital & Analytics

Our environment isn’t “increasingly digital,” it simply is. More consumers are shopping online than ever before, and often making multiple purchases from the same merchants. Whether it’s the game you downloaded last week or the movie you rented on Friday night, when you only see the name of the online store on your statement, and not what you bought, keeping track of purchases can be a challenge. This can be equally challenging for merchants who spend time and resources managing disputes that come from the lack of purchase information available to the consumer, which could have been avoided in the first place.

In fact, recent Amex Trendex [1] data shows that 70% of U.S. consumers surveyed have contacted their credit card company over what they initially believed was a potentially fraudulent or inaccurate purchase on their card account, but in the end, was a valid charge that they or a family member made.

That’s why we’re offering Digital Receipts, a feature that gives U.S. Card Members access to additional information about their purchases with certain merchants, such as the merchant name and logo, order number, date of order, item(s) purchased, details of cost and merchant description. This information is available through Card Members’ online accounts and the Amex mobile app.

We first started pioneering Digital Receipts with Apple, launching with services like the App Store, Apple Music, Apple TV+, iCloud, and more. The feature is now available on purchases made at the millions of merchants that process their payments through Square, as well as other large digital merchants including Google, Microsoft, and more.

We surveyed both U.S. consumers and merchants about the benefits Digital Receipts would provide to them. A large majority of consumers surveyed said Digital Receipts would help them more easily distinguish legitimate vs. fraudulent charges on their card account (81%), improve their overall customer experience (75%), and make them less likely to dispute a charge (72%).

 

Digital Receipts feature from American Express helps Card Members identify, and remember, purchases and helps merchants reduce disputes

 

And 78% of surveyed U.S. merchants [2] agreed that giving customers access to additional transaction information through Digital Receipts would help improve customer satisfaction. Additionally, 79% of those merchants agreed this feature could also help them avoid unnecessary disputes and chargebacks.

The feature is being rolled out through American Express' partnerships with merchants as well as service providers Ethoca and Verifi, two companies enabling businesses and issuers to provide enhanced transaction details to their customers. Some of the additional transaction information is provided by Ethoca’s Digital Receipts solution and Verifi’s Order Insight® (formerly VMPI).

Digital Receipts is one of the many ways we are making things easier for our customers and merchants, and we’ll be rolling it out with even more merchants in the coming months.

###

[1] This Morning Consult poll was conducted between September 29-October 9, 2020 among a national sample of 1,000 general population travelers each in Japan, Australia, Mexico, the UK, Canada, and the US with a household income of at least $70K, and defined as adults who traveled by air at least once in the past 12 months. Results from each country’s survey have a margin of error of plus or minus 2 percentage points. Survey results from consumers polled in different countries may vary. What is the Amex Trendex? The Amex Trendex is a trend index that tracks how consumers, small businesses, and merchants are feeling about spending, saving, traveling and more. Data will be sourced on a monthly basis in the U.S. and bimonthly globally, including in the U.K., Australia, Japan, Mexico, India and Canada.

[2] The 2020 Amex Digital Payments Trendex survey was conducted online among a sample of 400 business leaders in the U.S. who have responsibility for making decisions regarding customer payment options, IT/data security, or online sales strategy and planning at consumer-facing businesses. Respondent companies must offer credit/debit card or digital payment options to their customers in addition to online/mobile payments. At least some portion of their payments must be accepted at point-of-sale. Fieldwork was conducted July 30-August 7, 2020.

Multimedia Files: