Q: I need to make some changes to my account information. What should I do?

A: To make any changes to your merchant account information (i.e. bank account change, contact or address change, DBA name change, or any other general changes), simply contact a customer service representative at 888-519-6536 or submit our contact form. Most account changes require that a form be completed and signed by an authorized signor, and it takes approximately 24-48 hours to process a request, unless otherwise stated.

Q: I still haven't received the funds from my credit card transactions. When should I expect to get them?

A: To obtain funds, all transactions processed must be finalized by batching out or "settling" your processing equipment at the end of each business day. Visa® and Mastercard® funds are usually deposited into your bank account within 24-48 business hours. For batching instructions, please refer to your quick reference guide or contact Technical Support.

If you already settle your transactions on a daily basis, and have not yet received funds, contact a customer service representative so they may further assist you to resolve this matter.

Q: When will I be charged my monthly fees, and when can I expect to receive my monthly processing statements?

A: All monthly fees are charged and posted to your bank account on the first business day of the following month. Your monthly processing statement will be sent shortly after, typically arriving in the mail by mid-month.

Q: I received a letter from my processor regarding a "Sales Slip Request." What does this mean, and what should I do?

A: A "Sales Slip Request" letter is meant to notify merchants that a "Chargeback" has been requested. A "Chargeback" is requested when a cardholder disputes a charge made to their credit card account. To avoid losing a chargeback dispute and the funds for the sale, merchants need to contact their processor's chargeback department and provide the following information:

• Receipt/invoice of sale
• Proof of delivery and/or proof of signature
• Any other documentation for that particular sale.

Once all documentation has been given, it is up to the Chargeback Department and the banks to research and determine the outcome of the chargeback.

Q: I made a voice authorization, but I still haven't received payment. When will I receive my money?

A: A voice authorization does not actually charge funds to a cardholder until the necessary information is entered into your processing equipment and is settled. When you call to make a voice authorization, you will receive an authorization code. To finalize the authorized transaction, the authorization code provided must be entered into your credit card equipment and must be settled for funds to be received.

Q: I have a question about my processing statement. How can I find out more information?

A: For assistance with your processing statement, it is best to contact a customer service representative. Our staff is helpful and knowledgeable, and can answer any questions you have about your statement.

Q: My terminal is almost out of paper. Where can I get paper supplies?

A: If you are a Merchant Club member, simply contact Customer Service to request that paper rolls be sent. Merchant Club members are sent 6 rolls of paper once a month, upon request. If you are not a Merchant Club member, you may contact our paper supply company, General Credit Forms (GCF) at 888-519-6536, or you can go to any local office supply store.