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Frequently Asked Questions
You may also download a copy of these FAQs 
- Who is American Express Incentive Services?
American Express Incentive Services (AEIS) offers business-to-business reward solutions for corporate incentive and consumer promotions programs. Our clients use our wide selection of prepaid cards, American Express® Gift Cheques and American Express® Travelers Cheques for programs such as employee recognition, sales incentives, dealer/distributor incentives, consumer promotions and rebates to drive employee and consumer behaviors, build loyalty and increase brand awareness.
- How does AEIS benefit businesses?
AEIS provides value-added reward solutions developed exclusively for business clients offering numerous benefits:
- Customizable card design options
- Robust suite of DirectSpendSM* card products with custom and universal merchant redemption options available
- Online ordering and account summary capabilities
- Broad range of fulfillment options, including bulk or individual delivery
- Sales management and customer service teams that are focused exclusively on the needs and goals of business customers
Here are just a few of the specialized card design benefits and options making AEIS the ideal business incentive buying experience:
- Client co-branding
- Client custom card design options
- Special message line/embossing
- Unlimited order size**
- Can the cards be personalized?
Yes. Personalization with recipient name is available by request for most AEIS prepaid cards. In addition, embossing with client name or program theme is also available.
- What denominations are available?
Clients may choose any denomination to fit their needs (some restrictions may apply).
- What is a reloadable card?
A reloadable card allows value to be loaded on the card by the sponsoring client over a period of time such as with ongoing reward and recognition programs. Most AEIS cards offer the reloadable feature. Certain minimums and initial card load requirements may apply to reloadable programs. Additional value cannot be loaded on the card by recipients.
- What is a predenominated card?
A predenominated card has a specified value set at the time of issuance; additional value cannot be loaded on the card. All AEIS cards offer the predenominated feature.
- What is a co-branded card?
Co-branded cards allow clients to add their corporate identity/logo to standard AEIS card designs to add promotional impact. Most AEIS cards offer the co-branding feature. Some limitations and fees may apply.
- What are client-designed (branded) options on cards?
Most AEIS prepaid cards offer clients the option to customize the design of their own card face, card carrier, and envelope for positive brand reinforcement and added promotional impact. Client design options extend fulfillment time, and some limitations and fees may apply.
- How are the cards packaged?
Cards are affixed to an attractive carrier detailing usage instructions as well as terms and conditions associated with the card. The card and carrier are enclosed in an envelope. Custom card materials are also available, additional fees may apply.
- How do recipients check available card values or report a lost or stolen card?
Cardholder customer service is available 24/7 by calling the toll free number or visiting the website associated with the card. (Both the toll free number and website can be found on the back of the card.) All products are replaced if lost or stolen with the value at the time reported lost or stolen (additional terms and fees may apply).
- Can I access my business account, place an order and check order status online?
Yes. You can access your business account at www.aeis.com. To set up a new account, call AEIS sales at 888-234-7725. Once your account is established you will be able to access your account, place orders and check status online. If you have any questions about an existing account, contact AEIS client support at 888-234-7411 from 8:00 AM to 5:00 PM CST, Monday-Friday.
- What are my payment options?
U.S. payment options include company check, ACH debit/credit, wire transfer, American Express, Visa and MasterCard. Canadian payment options include company check, wire transfer, and American Express (certain limitations may apply in both the U.S. and Canada).
- After I place my order and payment is received, what is the expected delivery time?
Standard cards are generally shipped three to five business days after clearance of funds. Additional time is required for co-branded, client-designed, and orders over 5,000 cards.
- What is AEIS’ online rewards management solution?
AEIS’ online rewards management solution allows clients to take advantage of a comprehensive application that automates rewards program administration including award issuance, registration, communications, budgeting, fraud & audit control and real-time management reporting. The online rewards management solution applies to AEIS card programs only and certain fees apply.
- Can I use AEIS card or Cheque images in my advertising or other printed materials?
Yes, provided American Express and AEIS approve all promotional and marketing materials prior to use or publication placement of ads and/or campaigns. Please contact your AEIS Program Manager for complete advertising requirements and to discuss usage. You will receive highresolution images after your material is submitted and approved.
- What is the card fee and what does it cover?
AEIS charges upfront card fees in order to provide premium card design, card production, quality and customer service for our clients. These fees vary based on a combination of factors including the specific product, size of the order, product denominations and/or additional services requested by our clients. These services include reloadable features if applicable, online access to reporting and customized card materials.
*AEIS’ merchant acceptance process so innovative it’s patented. US Patent Numbers 5,689,100 and 5,956,695. Canadian Patent Number 2,215,969.
**Restrictions may apply.
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