Canadian Retailer - Winter 2013 - 43

FREQUENTLY ASKED QUESTIONS
How can I accept online payments?
Go to www.chasepaymentech.ca to review Chase
Paymentech’s ecommerce solutions or contact a
representative with your specific requirements to discuss
what ecommerce solution is best for you.
How long does it generally take for me to receive my funds
after I process a settlement?
After a successful settlement, funds are normally deposited
into your bank account within 24-72hrs, depending on your
banking institution.
How do I read my statement?
To get a better understanding of how to read your
statement, visit www.chasepaymentech.ca, click “Merchant
Support”, and then select “How to read your statement”,
under “Information for New Customers”.
What is the terminal set-up process for a new Chase
Paymentech merchant?
Your terminals are sent to you, preprogrammed and ready to
use. You simply need to plug them in. If you have questions
or concerns about the process, you may want to review your
terminal user guide or contact Chase Paymentech’s Help
Desk for additional guidance.
How are Chase Paymentech merchants who cancel their
membership with RCC notified that their rates will change
without membership?
If you cancel your membership with RCC, you will receive a
letter from Chase Paymentech to inform you that your rates
will be changing.
How can I tell if I’m receiving the correct rates?
Please review your statements to ensure that they match
your merchant agreement.
How do I know if I’m getting the best price?
Chase Paymentech and RCC have worked closely to ensure
that the new preferred rates for members are competitive.
Chase Paymentech also provides straight forward and
transparent pricing. Competitors may offer to match your
current rates or offer you a low introductory rate. In such
situations it is important to ask the following questions:
• Do they fully disclose all their fees and hidden charges?
• Understand more than just their “sticker rate”
• Are there are any additional payment related fees such
as authorization, settlement, access, administrative and
statement fees
• Ask Chase Paymentech to provide you with a free cost
analysis so that you can better understand if you are really
getting the best price.
Get paid
• If you do not perform a “settlement” or a “day
close”, your credit card payments remain as
authorizations and will not be deposited into
your bank account. Make sure you get paid by
setting up a system so you settle every day.
Refunds
• Refunds must be issued on the same card as
the originating sale. You must use the identical
card, otherwise refunds may be held for
investigation. Also, cash refunds in lieu of card
refunds will not be honored by your processor
in the case of a chargeback dispute.
• If you need to reverse a transaction that has not
yet been settled, you can use the “void” function
instead of doing a “refund”. This eliminates
processing fees and still provides you with
a receipt for your customer.
Speed up the process
• You can speed up your terminal processing
speed by ensuring the line isn’t using splitters,
you are using an analog phone line, and/or
using an Ethernet cable for faster speeds.
Technical support
• When calling your payment processor you
should always have your merchant identification
(MID) number ready to identify yourself
and be ready to answer additional verification
questions.
• If you are calling your payment processor for
technical support, you should make sure you call
from a phone line that is not shared with your
terminal, and ensure the terminal is nearby.
• If you change your address, phone number, or
principal contact names, you need to call your
payment processor and make sure you change
all information on file and update your receipt
information.
For more information about payments processing and further tips and tools, contact the Retail Council of Canada
membership team at 1-888-373-8245, or contact the Chase Paymentech Merchant Support 24 hours a day, 7 days
a week at 1-866-833-8182.
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Canadian Retailer - Winter 2013

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