Return Cheque Process

Duplicate Orders

1. Client contacts American Express about a duplicate order at 1-888-689-9338.
2. If duplicate order occurred as an error by American Express, American Express will ask the Client to void the Cheques and send them back for a full credit of the order.
3. If the Client created the duplicate, American Express will suggest the Client deposit Cheques in their bank account. Or…
   • American Express will note the Client's account regarding the duplicate order and the Client will be informed and their account credited when Cheques arrive.

Surplus Cheques

1. Client contacts American Express and advises they have ordered too many Cheques.
2. American Express suggests the Client sign the Cheques and deposits them into their bank account. This process is faster and easier to implement than issuing credit back to the Client.
3. If Client is unable to deposit Cheques, American Express will instruct the Client to complete a Certificate of Destruction. American Express will fax to the Client a Certificate of Destruction. Client is to complete the Destruction Certificate in its entirety (instructions have been provided - see attachment) and fax the destruction certificate to Risk Management @ 1-801-945-5748. On the Destruction Certificate the Client should indicate the type of reimbursement they prefer.
4. If Client is unable to complete a Destruction Certificate, American Express tells the Client to void the Cheques and return them with company letter informing us to issue refund check or credit to account for the face value of the Cheques.
5. Once Cheques are received, American Express will credit the account.

Wrong Denominations

1. Client contacts American Express and advises the package arrived and the wrong denominations were sent.
2. American Express confirms that the order was processed incorrectly and re-issue correct denominations to the Client.
   • Client is not charged additional fee.
   • American Express will instruct Client to complete the Certificate of Destruction.
   • American Express reconciles the account, when Cheques or Destruction Certificate arrive.
3. If it is a Client error, American Express waits for Cheques or Destruction Certificate.
4. • The Client must send in a new order form filled out correctly.
   • Funds must be available for fees and shipping.
   • American Express requires the Client to send in new order with the returning Gift Cheques or Destruction Certificate and funds for shipping and fees, in order to process the new order.

Returned Mail General Rule for Individual Accounts
(Shipped USPS with American Express Return Address)

1. American Express receives the Cheques, creates a report of the returns notes and credits the Client account.
2. The account contact can use the funds for a new order with the same recipients with new addresses or for a brand new order. Fees are reassessed to the Client.

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