Frequently Asked Questions

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FAQ’s Chargebacks 5 questions
  • Chargeback Tips
    • We suggest merchants keep track of all sales receipts and any terms and conditions they may require their customers/clients to sign at the time of purchase for up to a year.
    • For delivered goods, we recommend shipments be made to the billing address used in the transaction. We also suggest including a signature receipt when received.
    • In the event of suspicious activity, verify with the cardholder’s issuing bank of any fraudulent activities on the card prior to servicing or providing goods to the customer. If the cardholder cannot be verified and the transaction has already been processed, issue a refund right away.
    • It is recommended for items being shipped to bill the card upon shipment of the item.
    • Ensure to receive the cardholder’s full name, address and phone number for all transactions that are not card present.

  • How can I lower my chargeback ratio?

    We offer merchants the ETHOCA service, a chargeback reduction program as an alternative to help merchants actively keep track of chargebacks. Through this program, you are notified of chargebacks prior to them being officially submitted and thus providing the merchant an opportunity to resolve the issue in real-time without it counting against the merchant’s chargeback threshold.

  • How can my account be affected by chargebacks?

    A chargeback penalty fee is incurred to the merchant for each incoming chargeback even if a chargeback is decided in favor of the merchant. Excessive incoming chargebacks also count against your threshold which in turn can become a deciding factor for all credit processing providers to service your business.

  • I’ve just received a chargeback, what do I do now?

    Review your records and locate any documentation related to the charge. You may know the customer and can try to resolve the dispute directly as it could possibly be a misunderstanding. If so, try contacting them. You will receive a notification via fax or mail including all information pertaining to the transaction, including a case number which must be included in your response. Your response should be as detailed as possible. If further assistance is needed, please call our customer service line. First Data and TSYS’s chargeback departments can also be reached for the most up-to-date status updates made on cases.First Data Chargeback Department: 800-672-5008 TSYS Chargeback Department: 866-276-4181

  • What is a chargeback? What is the difference between a chargeback and a retrieval request?

    A chargeback is when a consumer is unable to settle a return/refund of a credit card transaction with the merchant directly and contacts their credit card issuer to dispute the sale. A cardholder may dispute a transaction for a number of reasons such as a billing error, non-receipt of goods/services, fraud, goods/services not as described, etc. MasterCard, VISA, and Discover cardholders have 180 days (6 months) from the transaction date to dispute a charge, American Express cardholders have one year from the transaction date to the dispute. The credit card issuer along with the processor will act as a mediator in resolving the dispute. Once a chargeback is issued, funds are immediately debited from the merchant’s bank account and are temporarily held by the processor acquiring bank in a reserved account while an investigation is underway. The merchant is then notified and is given the opportunity to provide an explanation and any additional support backing their claim. A resolution can take up to 30 days. A retrieval request is an inquiry by a consumer’s issuing bank for specified information pertaining to a transaction made to a merchant. Unlike chargebacks, funds are not debited once a request is initiated. However, failing to fulfill a retrieval request will result into the request converting into a chargeback.

FAQ’s PCI Compliance 8 questions
  • Is PCI DSS new?

    No. The framework of the PCI data security standards has existed in different forms for some time now and continues to evolve. You may be more familiar with the payment brands programs that promote the adoption of the PCI DSS, which are below:

  • What is PCI DSS?

    The Payment Card Industry (PCI) Data Security Standard (DSS) is a set of requirements for enhancing payment account data security. These standards were developed by the PCI Security Standards Council, which was founded by American Express, Discover Financial Services, JCB International, MasterCard Worldwide and Visa, Inc. to facilitate the industry-wide adoption of consistent data security measures on a global basis. The standard aims to increase awareness and promote best practices in the handling of sensitive information as a means of minimizing identity theft and fraudulent transactions.

  • Can I choose not to certify for PCI Compliance?

    No, we require all merchants to be PCI certified, failure to do so may result in a monthly non-compliance fee and further financial assessments from the card brands. If you choose not to complete the self-assessment questionnaire (and applicable network scans) you may overlook certain data security practices that minimize your risk of a security breach. In the event that your business is compromised, you may be subject to substantial fines per payment brand. These fines would be in addition to the expenses and fraudulent transactions resulting from the breach.

  • How long is the PCI compliance certification valid?

    The PCI compliance certificate is valid for one year from the date the certificate is issued. To maintain your compliance, you are required to complete the PCI DSS self-assessment questionnaire annually and conduct any applicable network scan on a quarterly basis.

  • What do I need to do to validate my PCI DSS compliance?

    We have established a relationship with PCI COMPLIANCE, LLC, a leading provider of PCI audit and scan services. PCI COMPLIANCE, LLC’s service includes assistance in determining which version of the Self-Assessment Questionnaire is appropriate for your business; administration of any applicable network scans; guidance on any necessary remediation efforts; and certification and validation of your account’s compliance. These GOTPCI services are available to you as part of our PCI Compliance Assistance Service Program. You can take advantage of this opportunity by enrolling with PCI COMPLIANCE, LLC via the website www.merchantindustry.com/pci

  • I already use a “PCI compliant” terminal/gateway. Doesn`t that mean I am PCI compliant?

    No. Use of a PCI-compliant payment application is one aspect of the many PCI DSS requirements, which cover the handling of sensitive data. Currently, the PCI DSS lists twelve requirements. These requirements are organized around the following principles:

    • Build and maintain a secure network
    • Protect cardholder data
    • Maintain a vulnerability management program
    • Implement strong access control measures
    • Regularly monitor and test networks
    • Maintain an information security policy
  • I only process a few hundred dollars a month. Does my merchant account still need to be PCI compliant?

    Yes, all merchants, whether small or large, are required to be PCI compliant. The payment brands have collectively mandated PCI DSS compliance for any and all organizations that process, store or transmit payment cardholder data. Inherent in having a merchant account is the ability to handle cardholder data.

  • What if I have already been certified or choose to certify through another Qualified Security Assessor (QSA)/Approved Scanning Vendor (ASV)?

    If you have already been PCI DSS certified or if you choose to use another QSA/ASV, please submit your certification documentation to us via e-mail at pci@merchantindustry.com or fax to 877.659.9936

FAQ’s Terminal Trouble Shooting 6 questions
  • ICT 220 QUICK REFERENCE GUIDE

    Debit Sale (EMV & Swipe)
    1. Press [OK] (green) key
    2. Select 1- Sale
    3. Enter Amount and press OK
    4. Pass the terminal to the customer
    5. Customer swipes or inserts card number
    6. Customer selects the language if EMV card is inserted
    7. Customer selects the payment method if EMV card is inserted
    8. Customer confirms the selected application if EMV card is inserted
    9. Customer Presses YES at the confirm amount prompt
    10. If Cash Back is the desired customer enters the amount and presses OK
    11. If No Cash Back customer presses NO
    12. If Surcharge does apply, the customer selects YES to accept the surcharge amount.
    13. Customer presses NO at the Surcharge prompt to cancel the transaction
    14. Customer presses Accept at the confirm prompt
    15. Customer selects the Account Type
    16. Customer enters the PIN
    17. Customer passes the terminal to Merchant
    18. After the transaction is completed, the receipts will be printed

    Credit Sale ( EMV & Swipe)
    1. Press [OK] (green) key
    2. Select 1- Sale
    3. Enter Amount and press OK
    4. Pass the terminal to the customer
    5. Customer swipes or inserts the card
    6. Customer selects the language if EMV card is inserted
    7. Customer selects the payment method if EMV card is inserted
    8. Customer confirms the selected application if EMV card is inserted
    9. Customer Presses YES at the confirm amount prompt
    10. Customer presses Accept at the confirm prompt
    11. Customer enters the PIN if EMV card required PIN entry
    12. Customer passes the terminal to Merchant
    13. After the transaction is completed, the receipts will be printed.

    Manual Credit Sale
    1. Press [OK] (green) key
    2. Select 1- Sale 4. Enter Amount and press OK
    3. Pass the terminal to the customer
    4. Customer manually enters the card number
    5. Customer enters the expiry date
    6. Customer Presses YES at the confirm amount prompt
    7. Customer presses Accept at the confirm prompt
    8. Customer passes the terminal to Merchant

    Credit Pre-Auth (EMV & Swipe)
    1. Press [OK] (green)
    2. Select 2- Pre-Auth
    3. Enter Amount and press OK
    4. Pass the terminal to the customer
    5. Customer swipes or inserts the card
    6. Customer selects the language if EMV card is inserted
    7. Customer selects the payment method if EMV
    8. Customer confirms the selected application if EMV card is inserted
    9. Customer Presses YES at the confirm amount prompt if EMV card is inserted
    10. Customer enters the PIN if EMV card required PIN entry
    11. Customer passes the terminal to Merchant
    12. After the transaction is completed, the receipts will print.

    Manual Credit Pre-Auth
    1. Press [OK] (green) key
    2. Select 7- Pre-Auth
    3. Enter Amount and press OK
    4. Pass the terminal to the
    5. Customer manually enters the card number
    6. Customer enters the expiry date
    7. Customer passes the terminal to Merchant
    8. After the transaction is completed, the receipts will be printed.

    Debit Return (EMV & Swipe)
    1. Press [OK] (green) key
    2. Select 4- Return
    3. Enter Amount and press OK
    4. Pass the terminal to the customer
    5. Customer swipes or inserts the card
    6. Customer selects the language if EMV card is inserted
    7. Customer selects the payment method
    8. Customer confirms the selected application
    9. Customer Presses YES at the confirm amount prompt
    10. Customer selects the Account Type
    11. Customer enters the PIN
    12. Customer passes the terminal to Merchant
    13. After the transaction is completed, the receipts will be printed.

    Credit Return (EMV & Swipe)
    Credit Return (EMV & Swipe)
    1. Press [OK] (green) key
    2. Select 4- Return
    3. Enter Amount and press OK
    4. Pass the terminal to the customer
    5. Customer swipes or inserts the card
    6. Customer selects the language if EMV card is inserted
    7. Customer selects the payment method
    8. Customer confirms the selected application if EMV card is inserted
    9. Customer passes the terminal to Merchant
    10. After the transaction is completed, the receipts will print.

    Manual Credit Return
    1. Press [OK] (green) key
    2. Select 4- Return
    3. Enter Amount and press OK
    4. Pass the terminal to the customer
    5. Customer manually enters the card number
    6. Customer enters the expiry date
    7. Customer passes the terminal to Merchant
    8. After the transaction is completed, the receipts will be printed.

    Credit Void
    1. Press [OK] (green) key
    2. Select 5- Void
    3. Select NO at the Void Pre-Auth prompt.
    4. Press the key that corresponds to the desired search option in
    5. Enter the field that the terminal is asking for from the original receipt.
    6. Verify the information on the screen and press OK
    7. Press [F4] (Select) to select the transaction.
    8. Press [OK] at confirming void amount prompt.

    Debit Void
    1. Press [OK] (green) key
    2. Select 3- Void
    3. Select NO at the Void Pre-Auth prompt.
    4. Press the key that corresponds to the desired search option in the SEARCH
    5. Enter the field that the terminal is asking for from the original
    6. Verify the information on the screen and press OK
    7. Press [F4] (Select) to select the transaction.
    8. Pass the terminal to the customer
    9. Customer swipes or inserts the card
    10. Customer selects the language if EMV card is inserted
    11. Customer selects the payment method
    12. Customer confirms the selected application
    13. Customer presses YES at confirming void amount promptly.
    14. Customer enters the PIN
    15. Customer passes the terminal to Merchant
    16. After the transaction is completed, the receipts will be printed.

    Credit Force (EMV & Swipe)
    1. Press [OK] (green) key
    2. Select 6- Force
    3. Enter Amount and press OK
    4. Pass the terminal to the customer
    5. Customer swipes or inserts the card
    6. Customer selects the language
    7 . Customer selects the payment method
    8. Customer confirms the selected application
    9. Customer passes the terminal to Merchant
    10. Merchant enters the Approval Code at the Enter Approval Code prompt
    11. After the transaction is completed, the receipts will be printed.

    Pre-Auth Completion
    1. Press [OK] (green) key
    2. Select 3- Pre-Auth Completion
    3. Press the key that corresponds to the desired search option in the SEARCH menu.
    4. Enter the field that the terminal is asking for from the original pre-auth receipt.
    5. Verify the information on the screen and press OK
    6. Press [F4] (Select) to select the transaction.
    7. Press [F1] (Accept) to confirm the sale amount or press [F4] (Change) to change the sale amount.
    8. If [F4] (Change) is selected in the previous step, enter the new sale amount and press OK
    9. After the transaction is completed, the receipts will be printed.

  • PAX S80 QUICK REFERENCE GUIDE

    Swiped/Keyed Sale
    • Swipe the Credit Card, OR
    • Enter the card number into the terminal using the number keys.
    • Enter the expiration date.
    • Enter the Transaction Amount. If keyed, the terminal will ask:
    • Terminal will ask if the card is present input correct answer.
    • Enter the CVV Number when Prompted.
    • Enter the Zip Code information if requested.
    • Terminal will say Processing on screen.
    • Terminal will return Approved, Declined or an Error and Print a Receipt.
    • Press CANCEL if you don’t want the Customer Copy of the receipt to print.

    Swiped/Keyed Refund
    • Press the F4 button to change the transaction type to Return.
    • Swipe the Credit Card, OR
    • Input the card number into the terminal using the number keys
    • Enter the expiration date.
    • Enter the Return Amount. If keyed, the terminal will ask:
    • Terminal will ask if the card is present and input the correct answer.
    • Enter the CVV Number when Prompted.
    • Enter the Zip Code information if requested.
    • Terminal will say Processing on screen.
    • Terminal will return Approved, Declined or an Error and Print a Receipt.
    • Press CANCEL if you don’t want the Customer Copy of the receipt to print.

    Void a processed sale
    • Press the FUNC key on the terminal.
    • Scroll up to option 7. Void on the Function Menu.
    • Enter the Terminal Password. (Today’s date in MMDDYYYY format)
    • Enter the Transaction Number.
    • The Terminal will display the transaction, if it’s the correct one, press ENTER if not, press CANCEL.
    • Terminal will ask if you want to Void that transaction, if Yes Press ENTER, if you don’t then press CANCEL.
    • Press Cancel if you don’t want the Customer Copy of the receipt to print.

    Manually Batching (Settling)
    • Press the FUNC button.
    • Choose Option 2 Batch.
    • Choose Option 1 Batch Close.
    • Terminal will close the Batch.

    Running Reports
    • Press the FUNC key.
    • Choose Option 1 Report
    • If required, enter the system password. (MMDDYYYY)
    • Terminal will print the Default Report.

    Change time and date
    • Press the MENU key.
    • Choose Option 5 System
    • Select option 1 Date & Time – Set Time
    • Enter the date and time
    • Press enter to go to the next line
    • Press enter afterward to return to the time screen
    • Press the cancel key to return to the main screen.

  • HOW TO SETTLE YOUR BATCH FOR SELECTED TERMINALS

    PAX S80
    1. Press the FUNC button.
    2. Choose Option 2 Batch.
    3. Choose Option 1 Batch Close.
    4. Terminal will close the Batch.

    VERIFONE TERMINAL
    1. PRESS THE FIRST PURPLE BUTTON ON YOUR LEFT-HAND SIDE
    2. PRESS THE FUNCTION KEY NEXT TO SETTLE
    3. IT WILL AUTOMATICALLY START’S TO DIAL OR TRANSMIT

    INGENICO ICT220 /ICT250
    1. PRESS THE NUMBER 7 OR 8 DEPENDING ON YOUR PLATFORM (IF YOUR MID START’S WITH 153 PRESS 7 IF YOUR MID START’S WITH A 5 PRESS 8)
    2. IT WILL ASK YOU IF YOU WANT TO CLOSE OUT THE TERMINAL PRESS YES (F1 BUTTON),
    3. ONCE IT TRANSMITS YOUR BATCH IT WILL ASK YOU IF YOU LIKE A COPY PRESS YES

  • CHANGING DATE AND TIME FOR SELECTED TERMINALS

    VL100 / VL 110

    1. From the Home Screen, press the #key 2 times.
    2. Press 3 on the number pad.
    3. Press 1 on the number pad.
    4. Press the Yellow button until the section under Date and Time becomes 0.
    5. Manually enter the Date and Time using the number pad.
    6. Press the red X button until you see the main screen.
    7. Terminal will take the entered Date and Time.

    ICT220 TERMINAL

    Video demonstration on how to change date and time on ICT220 only.

    http://youtu.be/ttWSE5GN6ws

    VERIFONE TERMINAL

    1. Press the enter button (the green button)
    2. Press the button that’s next to the setup
    3. Enter password press 1 then the alpha button pressed twice(the little black button in the middle of the purple button) 66831
    4. Press the first purple button on the left until you see the Date and Time
    5. Press the function button next to the Date and Time
    6. Enter the Date and Time
    7. Once you are done just press the red button

    PAX S80
    1. Press the MENU key.
    2. Choose Option 5 System
    3. Select option 1 Date & Time – Set Time
    4. Enter the date and time
    5. Press enter to go to the next line
    7. Press enter afterward to return to the time screen
    8. Press the cancel key to return to the main screen.

    INGENICO ICT220 / ICT250

    1. Press the f key above the red button
    2. Enter password 1234562f(once you press the f key it will turn 2 into a)
    3. Press 0 for talium manager
    4. Chose initialization
    5. Then the parameter
    6. Press the f2 button to go down the menu and chose the Date or Time
    7. Once you input the Date or Time it will send you back to the menu screen
    8. Press the red button until you see the main screen

    Dejavoo Z8 / Dejavoo Z11 / Dejavoo Z9

    1. Press the green button from the key
    2. Choose the option utility
    3. Enter the password as 1234 and press the green button
    4. Choose the option setting
    5. Choose the option Date and Time
    6. Set Date and time and press ok
    7. Press the cancel key to return to the main screen

  • HOW TO PROPERLY PUT PAPER INTO THE MACHINE FOR IT TO PRINT PROPERLY?

    VL100 / VL 110 / VL500:

    Please refer to the below link to load the receipt paper
    https://youtu.be/NizMFhDBT1E

    PAX S80:

    Please refer to the below link to load the receipt paper
    https://youtu.be/SdhFiAF-hak

    Dejavoo Z8:

    Please refer to the below link to load the receipt paper
    https://www.youtube.com/shorts/hsi57sY5txQ

    Dejavoo Z11:

    Please refer to the below link to load the receipt paper
    https://youtu.be/aJ-bsmsjhQg

    Dejavoo Z9:

    Please refer to the below link to load the receipt paper
    https://youtu.be/Uv2q9xnP4ME

  • HOW TO CONNECT TO WIFI/GRPS? / HOW TO TROUBLESHOOT CONNECTION PROBLEMS?

    VL100:

    From the home screen, Press the Signal icon near the battery icon on the top screen of the terminal, to connect the ETHERNET/DIAL/WIFI.
    or
    WIFI Connection:
    1. From the Home Screen, press the star at the bottom left-hand corner of the touch screen.
    2. Press 7 on the number pad.
    3. Press 2 on the number pad to select ETHERNET/DIAL/WIFI.
    4. If you select WIFI from the previous option, Press 1 on the number pad for WIFI & select SSID from the provided list.

    VL110:

    From the home screen, press the Signal/WIFI icon near the battery icon on the top screen of the terminal, to connect the GPRS/WIFI.
    or
    WIFI Connection:
    1. From the Home Screen, press the star at the bottom left-hand corner of the touch screen.
    2. Press 7 on the number pad.
    3. Press 2 on the number pad to select WIFI or GPRS.
    4. Press 1 on the number pad for WIFI & select SSID from the provided list.

    GPRS Connection:

    1. From the Home Screen, press the star at the bottom left-hand corner of the touch screen.
    2. Press 7 on the number pad.
    3. Press 2 on the number pad to select WIFI or GPRS.
    4. Press 2 on the number pad to select the GPRS.
    5. For Telnyx Sim cards – Make sure the Access Point Name (APN) is set for “data00.telnyx”
    6. Press 1 on the number pad to connect GPRS with Inserted SIM.
    (Please refer to Manual APN Entry below for further instructions)

    Manual APN Entry:
    1. From the Home Screen, press the star at the bottom left-hand corner of the touch screen.
    2. Press 7 on the number pad.
    3. Press 2 on the number pad to select WIFI or GPRS.
    4. Press 2 on the number pad to select the GPRS.
    5. Press 2 on the number pad 2 times to change the APN.
    6. Press the Yellow button until the section under APN becomes blank.
    7. Manually enter the APN for your SIM Card using the number pad.
    8. Press the green Okay button once you’ve entered your APN manually.
    9. Press the red X button once to go back to GPRS, and then press 1 on the number pad to Connect.
    10. The Terminal will connect to the manually entered APN on the 4th retry attempt. You may skip past the 1st, 2nd, and 3rd attempts by pressing the red X.

    VL500:

    From the Home Screen
    1. Tap the main menu (triple lines) at the bottom left of the terminal.
    2. Tap the Settings.

    WIFI Connection:
    1. Tap WIFI Config.
    2. It will redirect to android default WIFI settings.
    3. Tab available WIFI network it will prompt password for your connection.
    4. Enter the password and connect.

    GPRS Connection:
    1. Tap SIM Config.
    2. It will redirect to cellular network settings.
    3. Select a preferred SIM card for mobile data.
    4. Make sure data roaming is selected.

    PAX S80:

    From the home screen, press the menu key, and

    1. Press number 6 communication,
    2. Enter the pass the password as today’s date Ex; 04/18/2022
    3. Press number 1 main communication
    4. Press number 1 LAN
    it will connect with your ethernet

    Troubleshoot:

    After Batch out

    Power on while holding the menu key

    1. Press number 3 remote download
    2. Press number 1 New download
    3. Press number 2 TCP
    4. It will show your IP address 216.238.144.195 press enter
    5. It will shows port number 8582 press enter
    6. Press number 1 to enable DHCP
    7. It will show the terminal ID press enter
    8. Factory reset 80808097

    Once the terminal reads 100% download, press cancel twice in order to reboot the terminal

    Dejavoo Z8 / Dejavoo Z11 / Dejavoo Z9:

    1. Press the green button from the key
    2. Choose the option utility
    3. Enter the password as 1234 and press the green button
    4. Choose the option of communication
    5. Choose the option remote parms
    6. Choose the option steam
    7. Choose the option priority
    8. Choose the option primary
    9. Choose the option ETHERNET OR WIFI then press enter and back to the menu
    10. Again Press the green button on the key
    11. Choose the option utility
    12. Enter the password as 1234 and press the green button
    13. Choose the option of communication
    14. Choose the option Local parms
    15. Choose the option ETHERNET OR WIFI
    16. If Wifi you can you choose your network set to configure and set a password it will connect if ethernet it will be automatically connect

    Troubleshoot:

    After Batch out

    1. Press the green button from the key
    2. Choose the option utility
    3. Enter the password as 1234 and press the green button
    4. Choose the option software download
    5. Choose option connect
    6. Choose the type of connection Ethernet or Wi-Fi
    7. Choose Full download
    8. It will show your TPN number press enter
    9. It will start downloading Once the terminal reads 100% it will back to the Main menu


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