Frequently Asked Questions
Answers to Merchant Account Questions
We want to help you keep selling efficiently and profitably. Following are some answers to some frequently asked questions. If you don't see the answer to your question here, please contact us.
I don't see my question here.
Why haven't I received payment for my American Express® and Discover® transactions?
American Express® and Discover® are non-bank cards. You will receive your funding directly from them. Please contact American Express® at 1-800-528-4800 or Discover® at 1-800-347-2683 for these funding inquiries.
Sign up for online electronic statements at any or all of the following:
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I received a Media Retrieval request in the mail, what do I do with it?
A cardholder has placed a sale with your business and the charge is being disputed. The cardholder's bank is requesting a copy of a signed sales slip. You can mail the copy request to the following address:
Merchant Services
PO Box 6603
Hagerstown, MD 21740
Fax: 301-745-7656, 301-745-7075
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How do I add an Entitlement to my merchant account?
Begin by obtaining an account with the non-bank card establishment such as American Express®, Discover®, Diners Club® or JCB®. Provide Merchant Services with the Service Entitlement Number and we will have your account updated. (Please provide the SE# and non-bankcard type on the Contact Us Form when requesting to add an Additional Entitlement.) The associations can be contacted using the following numbers:
- American Express® (800) 528-4800
- Discover® (800) 347-6673
- Diners Club® (800) 525-7376
- JCB® (800) 366-4522
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How do I verify from whom I lease my terminal?
In most cases, the name of the leasing company will appear on your bank statement next to the monthly billing. A list of leasing companies and their contact numbers:
- Dallas Leasing (312) 755-5656
- FDMS® Lease (877) 257-2094
- Gibbs Management (800) 948-7509
- ICG Trust (312) 755-5656
- Illinois Capital (800) 646-6036
- Key Leasing (800) 654-1492
- Ladco (800) 678-8666
- Leascom (800) THE-LEAS
- Northern (800) 683-5433
- Resource Leasing (703) 925-9450
- Verifone (714) 668-1766
- Verifone Finance (800) 694-0269
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I am a retail store and I am receiving non-qual fees on my statement. What are these fees and why am I billed for them?
The fees on your account are based upon the qualification of your transactions for certain reduced interchange fees as set by the applicable card association. If a transaction fails to qualify for the reduced interchange fee, the transaction is processed at the higher applicable interchange fee. You can receive non-qual fees for various reasons. Some include hand-keying transactions into the terminal in a face-to-face environment, settling transactions more than 24 hours from the time the card was authorized and accepting a corporate/business card. These fees are billed through MasterCard® and Visa® and they can be avoided. For further information regarding specific charges, please contact Merchant Services.
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I am a Mail Order/Phone Order establishment and I am receiving non-qual fees. Why am I receiving these additional charges?
In order for all of your transactions to qualify you must perform address verification. This feature can be set up on your terminal by contacting us.
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I am trying to process a transaction and I received a decline message. What does this mean?
The cardholder's issuing bank is declining the transaction. You will need to ask for another form of payment and advise the cardholder to contact the issuing bank with any questions.
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How long does it take to receive funding for my transaction deposits?
Funding for most card types usually occurs within 24-48 hours. This may depend on your banking account. For Discover® and American Express® transactions, please refer to your agreements with those companies for information on funding.
Sign up for online electronic statements at any or all of the following:
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How long does it take for Merchant Services to receive a copy of my deposits?
Deposits are processed and available to view or access from the Voice Response Unit (VRU) within 24-48 hours of batching. Call 1-800-347-8094 and select "Option 1" 2 times to access deposit/batch information.
Sign up for online electronic statements at any or all of the following:
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Where can I find my sales discount rate?
This information is found under the Discount and Adjustment and/or the Deposit Recap section of your merchant processing statement.
Sign up for online electronic statements at any or all of the following:
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How can I verify deposit/batch information, checking account transfers, or chargeback information?
This information can be obtained by dialing (800) 347-8094. Enter your merchant number followed by the # and select Option 1 on the Voice Response Unit (VRU). The next menu of options is:
- Deposit/Batch Information
- Checking Account Transfers
- Auth Code Look Up
- Chargeback Information
- Issuing Bank Information
- Other
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How can I obtain issuing bank information?
Call (800) 347-8094 and enter your merchant number followed by the #. Select option 1 on the Voice Response Unit (VRU). From this menu select option 5 for issuing bank information.
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How can I locate an authorization code on a previous transaction?
Call (800) 347-8094 and enter your merchant number followed by the #. Select option 1 on the Voice Response Unit. From this menu select option 3 for Authorization Code Look Up.
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How can I verify a cardholder's personal information?
Merchant Services does not have information on individual cardholders.
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My terminal is prompting for an address and zip code. What does this mean?
The terminal will prompt for this information if your transaction is being manually or key entered. You will need to enter the first five digits of the numeric portion of the customer's address and the zip code. Address Verification Service (AVS) is used as a security precaution primarily for mail and telephone orders. AVS does not guarantee a transaction to be valid. AVS codes include:
- A = Address Match, zip code does not match
- E = Error response for Merchant Category Code (MCC)
- N = Neither address nor zip code match
- R = Retry, system unavailable or timed out
- S = Issuer does not support AVS
- U = Address info unavailable
- W = 9 digit zip code match; address does not match
- X = Exact address match
- Y = Address and 5 digit zip code match
- Z = 9 digit zip code match; address does not match
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My terminal is prompting for a "V" code. What does that mean?
The Card Validation Code (CVV or CVC) is the three-digit code that appears at the end of a credit card number on the back of the credit card. This code is card verification tool designed to reduce fraud losses primarily on mail or telephone order transactions.
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My terminal is prompting for the tax amount. What does this mean?
The terminal is prompting for this information because the card that is being used is a corporate or purchase card transaction. If the tax amount is unknown, you will need to enter "0" and press "enter" on your terminal. If the tax amount is known, enter that amount and press "enter." The terminal will ask if the transaction is tax exempt. You will need to answer accordingly.
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How can I add a new piece of equipment to my existing merchant account?
Contact us and be sure to include the terminal type, application desired (restaurant, retail, etc.), and serial number in the comments field.
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I am having trouble with the check programming in my terminal. Who do I contact for assistance?
Contact your check guarantee/authorization provider. Check service providers include:
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Who do I contact to receive training for my credit card terminal?
You can contact Merchant Activation at 1-800-558-7101 to receive training on your terminal.
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I need to obtain supplies for my terminal. Who do I contact?
You can contact Customer Service at 1-800-347-8094 to obtain supplies. Enter your merchant number followed by the # sign in the Voice Response Unit (VRU) and select #2 twice to reach Supplies.
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My terminal has no power or lights. What should I do?
Check the power connections. Is the power pack plugged into an electrical outlet and the equipment? Test the outlet by plugging in a lamp or other electrical device that you know is operable. Contact us for further assistance.
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I received a message on my terminal that says "Call Center/Code R." What does this mean and what do I do next?
This indicates that a condition exists with the cardholder (example: specified floor limits or suspicion of a possible stolen card) that requires special handling and/or an authorization is not available through the terminal. You will need to contact the appropriate Authorization Center for a verbal authorization. Once you have obtained that authorization, you will need to enter the transaction into the terminal using the force, offline, post-auth or ticket only procedure depending upon the type of terminal that you have. Authorization Center phone numbers include:
- MasterCard®/Visa® (800) 347-8103
- American Express® (800) 528-2121
- Discover® (800) 347-1111
- JCB® (800) 522-9345
- Diners Club®/Carte Blanche® (800) 525-9040
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I am suspicious of a transaction or a cardholder. What do I do?
If for any reason you're suspicious about a transaction or a cardholder, call your authorization center and ask for a Code 10. Keep in mind, that as a general rule, you cannot request additional identification as a condition of sale. When you call for a Code 10, hold the card. An operator will ask you a series of "YES" or "NO" questions and then instruct you how to process the transaction.
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I need to change the bank account/checking account associated with my merchant account. What should I do?
Please call customer service to change your checking account number at 800-495-6735.
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