Payment cancelation and void cut-off timing for Vendor Pay payments

Cancelling a Virtual Account Number payment

• As long as a Virtual Account Number is still active and has not been authorized, a Virtual Account Number payment can be cancelled
• The cancellation cutoff timing is before the vendor enters the Virtual Account Number into the merchant point-of-sale system. Once the Virtual Account Number is entered, the payment status will be Authorized.
• If an American Express card associated with a specific Virtual Account Number is cancelled, the Virtual Account Number may fail to generate

Voiding a Virtual Account Number number payment

• Once a payment gets authorized, the Virtual Account Number payment CANNOT be voided. Contact Amex customer support by calling the number on the back of the AMEX card for required action.

Things to know

I received a status that Virtual Account Number generation failed. Why?

• Virtual Account Number generation failures are the result of system outages. If this occurs, please retry the payment request at a later time.
• A Virtual Account Number generation failure can also occur if the underlying Card is cancelled

Disputing payments or requesting a stop pay

• Once a Virtual Account Number payment has been authorized, a stop pay cannot be requested, the payment can only be disputed
  • For a dispute on Card payments, call the number on the back of the American Express card, or dispute online at americanexpress.com
• A refund from the vendor can be requested. Your vendor should process the refund to the same 15-digit Virtual Account Number that they had originally charged. The refund will then be processed back to your card account.
  • Processing a refund to the Virtual Account Number does not make it usable again
    • If needing to pay this vendor again, a new payment with a new Virtual Account Number will need to be initiated