Accepting American Express: A simple way to improve customer experience

Your customers expect things to be easy and convenient: from browsing to checkout, every step of the customer journey shapes how your Business is perceived. Yet one of the most overlooked moments in that journey is also one of the most critical: the payment.

For many merchants, payment acceptance is still treated as a simple operational decision – which cards to accept, which to exclude, and how to manage costs. But from a customer’s perspective, it’s much more than that. It can even be the deciding factor in whether a sale is completed or abandoned.

Here’s why payment acceptance can have a direct impact on how customers spend and whether they come back.

Why payment choice matters to customers

Customers increasingly expect flexibility in how they pay. Whether it’s tapping a phone, using a debit card, or paying with an American Express Credit Card, choice has become the norm.

For many customers, being able to pay with an Amex Card is simply part of the payment experience they expect. When their preferred payment method is available, checkout feels easy, convenient and uninterrupted.

When a preferred payment method isn’t available, it can interrupt the flow of an otherwise positive experience. Some customers will choose an alternative way to pay, but others may pause, reconsider, or spend less in the moment.

The hidden impact of payment choice

One of the challenges for businesses is that the impact of limited payment choice is often hard to see. Unlike pricing or product feedback, customers rarely call it out – they simply adjust their behaviour.

This can make it easy to underestimate the role payment plays in overall performance. What may seem like a small operational decision can quietly influence how much customers spend, and whether they complete a purchase at all.

Many Amex Card Members prefer to pay with their Amex Card, whether for rewards, convenience or habit. By accepting Amex, you’re ready to meet those customers with their preferred way to pay.

That opportunity is significant. On average Amex Card Members reported 2.2x higher average spend at small and online businesses than Non-Card Members^. At a time when businesses are focused on growth, making it easier for high-value customers to pay can make a meaningful difference.

Meeting customers where they are

Accepting a broad range of payment methods, including Amex, is about meeting customers where they are and making it easy for them to complete their purchase. It signals that a business is committed to making transactions as smooth as possible and it removes unnecessary barriers.

In a competitive environment, these details matter. Businesses are no longer just competing on price or quality; they are competing on ease and experience. A smooth, flexible checkout can reinforce a positive impression, while a restricted one can undermine it.

The benefits of accepting Amex payments

Expanding your payment acceptance to include Amex is a simple way to strengthen both customer experience and business outcomes. By accepting Amex payments:

You make it easier for customers to pay their preferred way
You create a smoother, more seamless checkout experience
You’re better positioned to capture higher-value transactions

Small improvements at the point of payment can have a lasting impact on how customers experience your Business and how much they choose to spend.

For businesses ready to offer that flexibility, getting set up is simpler than many expect.

How to accept Amex with Tyro

For businesses using Tyro, enabling Amex is simple and designed to fit seamlessly into your existing payment setup.

1. Contact Tyro

If your payment solution is not already set up to accept Amex, the first step is to contact Tyro. An authorised person from your Business will need to make the request. Our local support team will guide you through the process, confirm what’s required for your specific setup, and complete a verification check.

2. Reboot your terminal

Once Amex payments are enabled on your account, reboot your terminal to complete set up.

3. Start accepting Amex payments

Your terminal will now be ready to accept Amex Cards.

If you’re unsure whether Amex is already enabled, Tyro can quickly confirm your status and help you take the next step.

For more information about the program, our local support team is available on 1300 008 976 from 7am – 9pm (Sydney time), 7 days a week.

Who is eligible for Amex acceptance?

Amex is available to small-to-medium Australian businesses with a Tyro merchant facility, processing less than $1.5M AUD in American Express transaction volume per year. All eligible new merchants will be enabled to accept American Express transactions when they sign up with Tyro.

For existing merchants, please contact our local support team on 1300 008 976 to check if you’re eligible and/or get set up to accept Amex payments. Other eligibility criteria may apply.
How can my Business get point-of-sale signage to show we accept Amex?

Businesses have access to complementary signage and supplies from American Express. This includes stickers, open/closed signs, tent cards, counter stands and more.

In fact, 71% of Amex Card Members tend to look for signs or logos confirming American Express is accepted before making purchases online or in-store^². Merchants can order this at: https://amexpop.com/tyro/.
Can I surcharge with Amex?

Right now, RBA regulations permit merchants to surcharge to recover their cost of acceptance. However, the RBA has announced the banning of card surcharges for card payments made via eftpos, Visa, and Mastercard from 1 October 2026. Learn more about RBA changes here.

The RBA does not directly regulate American Express, but Amex for its part is following suit and has informed Tyro:

American Express supports the Reserve Bank of Australia’s recent review of merchant card costs and surcharging. We agree with the RBA’s recommendation to remove surcharging, which we have consistently said creates a poor and inconsistent experience for consumers. With the RBA and Government’s policy intentions on surcharging clear, it makes sense for Amex to also meet these expectations from 1 October 2026.