1.Products and Solutions Related
What is merchant services?
Merchant Services refers to a variety of financial services provided by companies to help businesses accept, process and manage payments. It covers the full range of the transactions between customers and merchants as well as the backend processing between the merchants banks and the card networks. Merchant Services for Fides Bankcard specifically refers to the tools and solutions that we provide to our merchants so they can accept credit card payments online, in-person and more. At the heart of merchant services is the relationship that exists between Merchant Service Providers like ourselves and the merchants that we work alongside.
Why is credit card processing important?
It’s crucial for the modern business to offer a robust card processing service, in today’s rapidly changing digital payments landscape, businesses must keep up with consumer demand. Offering convenient and secure payment methods will set you apart from your competitors and position your business for profits and growth. Every year, we stress the importance and growth of credit cards as a payment vehicle for consumers, and as a result, merchants have to be willing to offer the latest and greatest experiences in payment processing. The heart of our Merchant Services lies in credit card acceptance. By working with Fides Bankcard, you can accept payments from all the major credit card networks like Visa, Mastercard, American Express and Discover. But we cover the full range of international payments, contactless payments,  NFC payments, EMV chip cards, Apple Pay, Google Pay, Samsung Pay and more.
What is a POS system?
A POS (Point of Sale) system is a combination of hardware and software that allows businesses to complete sales transactions and manage various aspects of their operations. It typically includes a computer or tablet as the central device, along with peripherals such as barcode scanners, receipt printers, cash drawers, and customer-facing displays. The software component of a POS system enables businesses to process payments, track inventory, generate sales reports, manage customer data, and perform other essential functions related to sales and operations. POS systems are commonly used in retail stores, restaurants, and other businesses that involve direct customer transactions.
What is online payment processing?
Online Payments Processing is when you handle payments transactions conducted through the Internet. The Merchants use the processing system to securely transmit payment information from customers through payment gateways and processors. Businesses are able to accept payments from customers using ecommerce websites, mobile applications and online marketplaces. Merchants are able to conduct business in real-time for tracking and reconciliation purposes, so they can connect with a wider customer base.
What is a Virtual Terminal?
Virtual terminals allow businesses to accept credit card payments without the need of a physical card reader or terminal. Using a secure web-based interface, the virtual terminal is accessible through any internet-connected device like a computer or tablet, so merchants can manually enter customer payment information, including card details so they can process transactions remotely. Businesses that have high volumes in phone orders, mail orders and other online transactions where the physical card is not present. Businesses can now accept payments from customers anywhere, making it ideal for remote sales businesses that operate without a set physical location or storefront.
What is an ACH Transfer?
An ACH transfer service is a digital payment method that allows businesses and individuals to transfer funds electronically between bank accounts within the United States. ACH stands for Automated Clearing House, which is a network that facilitates the secure and efficient transfer of funds. ACH transfers are commonly used for various transactions, such as direct deposit of paychecks, bill payments, and business-to-business payments, offering a convenient and cost-effective alternative to traditional paper-based payment methods.
2. Merchant Services Basics
How do I apply for a merchant account with your company?
Merchant Services refers to a variety of financial services provided by companies to help businesses accept, process and manage payments. It covers the full range of the transactions between customers and merchants as well as the backend processing between the merchants banks and the card networks. Merchant Services for Fides Bankcard specifically refers to the tools and solutions that we provide to our merchants so they can accept credit card payments online, in-person and more. At the heart of merchant services is the relationship that exists between Merchant Service Providers like ourselves and the merchants that we work alongside.
What are the requirements for opening an account?
There are no specific requirements for opening an account because we accept businesses of all kinds. However, we do reserve the right to turn away businesses that are involved in:
1. Illegal products and services
2. Products and services that infringe intellectual property rights
3. Products and services that are unfair, predatory, or deceptive
4. Adult content and services
5. Certain legal services
6. Firearms, explosives and dangerous materials
7. Gambling
8. Marijuana
As long as your business doesn’t fall under the select criteria of businesses that are prohibited by our processor, we’re more than happy to assist you with getting set up and ready for processing.
Can I transfer my existing merchant account to your services?
We’ll help you every step of the way when you move merchant accounts to our company. Sadly, at this time, we’re not able to assist with direct transfers of merchant accounts, hardware and software programs due to the nature of the contracts and agreements that exist in Merchant Services. However, we will provide any and all financial assistance and guidance through the process when you are planning on making the switch over. It’s a difficult decision to make as is, and that’s why we’re always committed to helping our merchant partners out every step of the way.
What equipment or software is required to start processing payments?
Taking payments is easy! We really only require a Card Terminal, some signage and your merchant account with Fides Bankcard However, we know that all businesses are different and some customers need more robust and thorough systems, like a full-scale POS system to cover their front and back of house processing. That’s why we’ll help you choose the right solution that can manage your whole payments processing from start to finish.
How long does it take to set up a new account?
We’re committed to getting you up and running as quickly as possible, and most of our merchant accounts are set up in 24-48 business hours. We get your account submitted right away and use our industry knowledge and best practices to smooth over the application and underwriting process, so we can get you accepted and process payments right away. In some cases, we’ve seen accounts take a few days longer to process, so the underwriting team can verify some key business details so they can feel comfortable with letting us create a merchant account.
Do I need a business bank account to get started?
Yes, you will need a business bank account to process payments for Fides Bankcard. That will be the key destination where payments flow in and out of, so you can operate within the Payments landscape. You’ll receive your daily funding, see fees come out and receive any residuals that might be coming your way. Your business bank account is integral to the merchant account processing correctly.
Are there any long-term commitments?
We’ve adapted to the Payments business and realized that customers are put off by long-term commitments and contracts that wield hefty fines and fees that are usually never disclosed at the beginning of the partnership. We require that potential customers sign a merchant processing agreement to use our services, but we do offer the ability for customers to cancel at any time they wish, because we understand that their business situation can change at a minutes notice. We just required a 30-day period so we can settle up the account and minimize on both ends, any account related closing costs and fees. Additionally, you would be required to pay off the device that you are renting or leasing, to cover the full cost of the device. In some cases, when we have a POS system setup, there may be an annual contract that we can help negotiate you down from.
How do I get support if I'm new to merchant services?
We are the main support network for your merchant services questions. A team of dedicated customer service representatives and technical support specialists are always at the ready to answer any and all of your questions. Additionally, we have a robust Knowledge Base that answers many of the entry level questions you may have for payments processing and if that’s not enough, we can get you connected with somebody from the Fides Bankcard team or directly with the Card Terminal companies so you can get an answer ASAP.
3. Pricing and Fees
What are the fees that I can expect for credit card processing?
i. In order to process credit card payments for your businesses, there are a variety of factors that contribute to the transaction fees. This could be the type of card that’s used (Credit or Debit), the Card Network and Brand (Visa, Mastercard, Discover, American Express, etc.), the method of processing (In-Person or Online) and the business type (Merchant Category Code).
ii. Additionally, there are different pricing types and models that can contribute different fees and percentages that you’ll be responsible for (Interchange+ pricing vs Tiered pricing vs Flat Rate pricing). In addition, to the different fees that could be charged, there are factors that apply to all accounts like fees for chargebacks and retrievals, international transactions and more. We recommend speaking with a service representative to get a better understanding of their specific business needs so we can offer the most competitive and transparent pricing tailored to each customer.
How are fees structured for different types of transactions?
Fees for different types of transactions can vary widely based on several factors. For in-person transactions using a chip or swipe method, the fees might be lower compared to online or keyed-in transactions, which generally involve higher risk and therefore higher costs. The type of card used, such as credit, debit, or a rewards card, can also influence the fee structure. The nature of your business and your monthly processing volume may affect the transaction fees, with potential discounts for higher volumes. Different pricing models, such as flat-rate pricing, tiered pricing, or interchange-plus pricing, offer various ways to structure these fees. We recommend speaking with our sales or support team to understand the specific fee structure that would apply to your particular business needs, as we offer customized solutions to best match your requirements and budget.
Are there discounts for higher transaction volumes?
At Fides Bankcard, we’re always happy to help find customized and personalized solutions that are tailored for your business. Meaning we can work with your business and analyze transaction volume and number of transactions that you process to find the fairest discount rate. Every business operates and functions differently, so it’s important to recognize that there’s no single unified rate that works for every business. Some businesses may process a higher volume of transactions but only have a lower transaction amount and average ticket, which would create a different situation than a business that runs a low number of transactions but each one processes significantly more.
Is there a fee for early termination of services?
At Fides Bankcard, we know that choosing to terminate your partnership is always a difficult decision to make as a business owner. We work our hardest to remove any early termination fees that might otherwise add an unwieldy cost to your business as you’re looking to move forward and on with your business. However, if you have received a free terminal rental, you’ll be responsible for getting the terminal and any other accessories delivered back to our office. And if you’ve purchased a POS Software license, there may be an early termination fee to recover the costs incurred on our end for licensing the software. We’re always understanding and will work our hardest to work with you to achieve the best possible resolution.
How can I view a detailed breakdown of charges and fees?
Every month, a statement will be generated that will contain all the necessary and relevant details related to your charges and fees for that month of processing. There will be a section that details the Interchange Costs, the Tiered Costs, the Flat Rate costs, all depending on what plan you’re under. In addition, you’ll see several sections for transaction breakdown and how many transactions you processed for that month, as well as a final section that will detail any additional charges that may have been charged for the cost of running your business. We always work to provide the clearest and simplest descriptions and breakdowns to help you understand.
Are there fees for international transactions?
Yes, generally international transactions will always incur additional fees, because they have to cover all sorts of additional administrative functions like currency conversion, cross-border processing, International regulation compliance and Risk Management. The exact fees will always depend on factors like card brand, country of origin, types of cards that are used and what currencies are used to pay for the transactions. We strive to maintain transparency and competitive pricing even when handling international transactions. We encourage our merchant customers to consult with any specific terms and conditions provided in our merchant processing agreement, and speak directly with a team member here to understand the precise fee structure that applies to international transactions.
What are the charges for chargebacks and retrievals for my business?
Chargebacks and Retrievals occur when a customer disputes a transaction through their card issuer and requests a formal review process and investigation. The exact charges and reason codes will all differ based on the Card Network and Brand that is involved. These charges will be used to cover the administrative and operational costs associated with the chargeback, namely to communicate with the bank, review necessary documentation and transaction details and provide/request any additional documentation.
While chargebacks can be complex and difficult to navigate, you’ll have the full support and expertise from Fides Bankcard to address any incoming chargebacks and retrievals. We know the proper responses and documentation to provide to ensure that you don’t lose your case, and more importantly, we know when to escalate and not escalate.
How do I dispute a fee or charge on my account?
i. If you ever notice a fee or charge that you don’t recognize or agree with, you can call into the customer support team at Fides Bankcard. They’ll walk you through your account and statement so you can verify any and all charges. We’ll investigate on our own and provide you with an update every step of the way.
ii. You can follow these steps if you believe that a fee or charge is incorrect
1. Review details: Carefully review the transaction details, the fees, the charges and any related documentation to understand the nature of this charge
2. Contact Customer Support: Reach out to our dedicated customer support team through phone, email or through our website portal
3. Provide Documentation: Be prepared to provide all the necessary details and documentation for the charge in question, so we can best investigate the matter and resolve it for you as quickly as possible
4. Await Resolution: Depending on the nature of the dispute, resolution may take some time. Rest assured, our team will keep you informed throughout the process and work diligently to find a satisfactory resolution
5. Utilize Online Tools: You can access your merchant portal to initiate and track any disputes, and streamline your own process for resolving disputes
Are there any promotional offers or discounts for new clients?
We rotate new promotions and discounts for new clients throughout the year. Keep up to date with our social media and email marketing to ensure that you’re able to receive the benefits of any new promotions or discounts. Our current promotional offers are listed at: (Insert Referral Partnership page (?))
4. Equipment and Technology
Can I use my existing payment processing equipment?
We always work to reduce your costs in every way, and if that involves bringing in your previous payment processing equipment, we’re more than happy to help reprogram and reintegrate with our system. You’ll have to take care of any existing equipment agreements with your previous processor before you move on to us. However, if you are using a Clover POS system, we won’t be able to integrate that with our ISO system, as Clover has prohibited transfer of those devices across systems.
But we know how important it is to reduce your operating costs, so we’ll work with you every step of the way to bring down those costs in every way we can. Just give us a call or an email, and let us help!
How do I set up a new POS system?
We’ve got you covered through the whole process of setting up a new POS system. After your application goes through underwriting and is approved, we’ll begin the setup and installation on our end, which means we’ll update the POS program, upload your menu items, integrate any printer or display hardware and have them ready for install at your location. We’ll schedule a time that works with your business and have you up and running as quickly as possible.
How do I troubleshoot connectivity issues with my terminal?
Connectivity issues with your payment terminals can be extremely frustrating to deal with, however they are usually easily resolved with some basic troubleshooting techniques. If you’re experiencing problems, please follow the guidelines first:
1. Check Cables and Connections: Ensure that all cables are securely connected, both to the terminal and to any network devices such as routers or modems.
2. Restart the Terminal: Often, simply restarting the terminal can resolve connectivity issues. Turn it off, wait a few moments, and then turn it back on.
3. Verify Network Settings: If using a network connection, check the terminal's network settings to ensure they align with your local network configuration. This may include verifying the correct Wi-Fi network, IP address, or other connection details.
4. Inspect Router and Modem: If the terminal connects through a local network, try restarting your router or modem. Verify other devices on the network are able to connect to ensure the issue is not with the network itself.
5. Check with Your Internet Service Provider: If the entire network is down, there may be an issue with your Internet Service Provider (ISP). Contact them to check for any reported outages or issues in your area.
6. Utilize On-Screen Error Messages: Some terminals provide on-screen error messages or codes that can indicate the nature of the problem. Refer to your terminal's user manual or our online support resources for information on specific error codes.
7. Contact Our Support Team: If the above steps do not resolve the issue, please reach out to our dedicated support team. We understand that any downtime is disruptive to your business, so we’re committed to helping resolve those issues quickly and efficiently. Our technical support and customer service team are always ready to assist.
8. Consult User Manuals and Online Resources: Your terminal's user manual and our online Knowledge Base may provide specific instructions for troubleshooting connectivity issues with your particular terminal model.
What security features are built into your payment processing equipment?
Our payment processing equipment comes with all the latest security features designed to protect both merchants and customers alike. You can expect the most up to date security features and protocols:
1. PCI Compliance: Our equipment is always fully compliant with the Payment Card Industry Data Security Standard (PCI DSS), which mandates strict security controls to protect cardholder data.
2. Tokenization: Tokenization replaces sensitive card details with a unique code or token to protect customer information. Even if the code or token gets intercepted, the token can't be translated back into the original card information without the proper authorization and security access.
3. End-to-End Encryption: All sensitive data, including card information, is encrypted from the point of entry to the final authorization, ensuring that it cannot be intercepted or read by unauthorized parties.
4. EMV: Emv chip cards require physical authentication of the card, reducing the risk of fraudulent transactions.
5. Secure Authentication Protocols: User authentication methods, including passwords, PINs, and biometrics, can be implemented to control access to the terminal and sensitive operations.
6. 24/7 Monitoring and Support: Our dedicated security team provides ongoing monitoring and support to detect and respond to any suspicious activities.
7. Detailed Reporting and Auditing Tools: Comprehensive reporting and auditing tools are available to track all transactions and provide an audit trail, adding transparency and accountability.
How do I update the software on my payment devices?
Updating the software on your payment devices is essential to maintaining optimal functionality and security. You’ll first want to check on the device if there is any update available, usually this is automatically generated and notified on screen, however you are able to check for updates through the settings or admin menu. The device will have to be backed up so all settings are saved as well as any batches be closed out before resetting the device. Check for internet connections, whether that’s through WiFi or wired Ethernet connection before beginning the update. There are options for partial or full downloads to the device, upon which you can restart the device.. It’s not necessary to do so, however it will let you start from the beginning. You’ll be able to use the device without any issues going forward.
Is there training available for new equipment?
Training and support for new equipment setup is always available to our merchants. Just give us a call or email in and request training for which specific device or system that you need assistance with and we’ll find the right time and place so we can help with. You can expect:
1. On-Site Training: Depending on the complexity of the equipment, the provider may offer on-site training conducted by a skilled technician. They will walk you through the setup, usage, maintenance, and troubleshooting of the equipment.
2. User Manuals and Guides: Comprehensive user manuals and quick-start guides are typically provided with new equipment. These documents contain step-by-step instructions, diagrams, and other information to assist with understanding the equipment, software and any setup details.
3. Phone and Remote Support: You may have the option to schedule a phone or remote support session with a technical support specialist. They can guide you through the new equipment, answer all of your questions, and provide specific support on your issues.
5. Compliance and Security
How are credit card transactions secured?
i. Credit card transactions are secured through a variety of technologies, procedures and protocols designed to protect sensitive customer information as well as business information
1. When a card is swiped, dipped or tapped, the information is scrambled and encrypted in a way that only authorized parties are able to interpret and understand the data. Even if the wrong party was to receive the encrypted data, they would be unable to access it and use that information for any other purpose.
2. Tokenization is when card details are replaced with a unique set of characters, known as a token, which represents the original data, but is absolutely useless if stolen. This token cannot be used to convert back into actual credit card data
3. Merchants that process credit card transactions must adhere to PCI DSS guidelines. These rules mandate specific security measures, such as firewalls, antivirus programs, and regular security assessments to protect sensitive data.
4. Advanced Fraud detection systems look for suspicious patterns or anomalies that might indicate fraudulent activity and can decline or flag those transactions for further review.
5. EMV chips embedded in modern credit cards offer added security compared to the older magnetic stripe technology. The chip creates a unique code for every transaction, making it much harder for criminals to create counterfeit cards.
6. Payment gateways, which facilitate online transactions, are secured with multiple layers of protection, including encryption, tokenization, and compliance with industry standards.
7. In physical stores, merchants might request photo identification or a signature to confirm the identity of the cardholder.
ii. You can rest assured that Fides Bankcard is working above and beyond to ensure the safety and security of your payment transactions.
What measures are in place to prevent fraud?
Preventing fraud is a critical component of protecting our merchant services as well as mitigating the risk faced by merchants. We employ a number of tools and measures to ensure security
1. EMV Chip Technology: EMV (Europay, MasterCard, and Visa) chip technology provides a higher level of security compared to traditional magnetic stripe cards by creating a unique transaction code for every purchase.
2. Two-Factor Authentication (2FA): Requiring two forms of identification, such as something the user knows (a password) and something the user has (a mobile device), adds an extra layer of security.
3. Fraud Detection Systems: These systems analyze transaction patterns in real-time to identify suspicious activities. They can trigger alerts or even block transactions that appear fraudulent based on predefined criteria.
4. Address Verification System (AVS): By comparing the billing address provided by the user with the address on file with the credit card company, this system helps identify unauthorized transactions.
5. Card Verification Value (CVV) Checks: Requesting the three-digit code found on the back of credit cards adds an extra verification step, ensuring that the person making the transaction has physical possession of the card.
6. 3D Secure Authentication: This online authentication protocol requires users to provide additional information known only to them, offering another layer of security for e-commerce transactions.
7. Employee Training: Educating employees about the risks and signs of fraud can create an informed team that acts as the first line of defense.
8. Customer Verification Procedures: Implementing measures like requesting additional ID during in-person transactions or sending verification codes via SMS for online transactions can further verify the authenticity of the customer.
9. Collaboration with Banks and Credit Card Companies: Working closely with financial institutions enables sharing information about known fraud trends and receiving alerts about compromised cards.
10. Clear and Accessible Reporting Mechanisms: Providing customers with easy ways to report unauthorized transactions encourages quick detection and resolution.How do you handle PCI compliance?
How can I educate my staff about security best practices?
Training your staff to be aware of any security threats to your organization is vital. Along with the documentation and knowledge that Fides Bankcard provides to your business, it’s important that you maintain the highest levels of security and confidentiality within your business as well. Employees should be made aware of all the latest techniques and tools that are available as well as checking every few months that the systems that you have in place are working. Our automated systems will alert us to the majority of any security breaches, however employees must also be aware of any ongoing situations.
Are there regular security audits, and can I access the reports?
Our organization conducts regular security audits for compliance with all industry standards and regulations. Our systems, processes and controls are rigorously tested to ensure that they exceed all the expected security protocols. While we can’t provide full access to the audit reports as they often contain secure and sensitive information, we can provide a summary of our findings as well as attestation to our full compliance. If you have any specific concerns or requests, just contact our support department, who will work with you to address all your needs.
How do you handle a potential data breach?
Handling potential data breaches are serious matters that require a thorough and systematic approach that adheres to a well-defined protocol. This ensures that nothing slips through the cracks and that the data breach is managed in the most timely fashion
1. Even suspecting a data breach requires you to make an immediate decision to contain the incident and prevent further unauthorized access. You will have to isolate the affected systems and initiate the emergency response to mitigate risk to other departments and other related parties.
2. Identify what data may have been accessed or compromised and how the breach occurred to determine the scope and nature of the breach
3. Transparency is crucial in maintaining trust. Affected customers, partners, and stakeholders are notified promptly, with clear information about what happened, what information was involved, and what is being done to resolve the issue.
4. Immediately take action to eradicate the cause of the breach and strengthen existing security features to prevent future incidents.
5. Continuous monitoring is required to detect any additional suspicious activity. Support tools for credit monitoring and identity protection will have to be implemented and offered to the affected parties, particularly depending on the severity and nature of the breach.
6. After the situation has been identified and resolved, the risk department must document all actions, findings, communications and decisions so they are in accordance with legal and regulatory requirements. This ensures that we can demonstrate compliance in the future if the files are called on.
7. The lessons that are gleaned from the incident will be used to improve security measures and protocols and most importantly, we will have to rebuild trust and communication with the affected parties as well as our other customers. Transparent communication and demonstrable improvements will be critical to rebuilding trust and relationships.
How can I report a suspicious transaction or activity?
There are clear protocols to reporting any suspicious activities related to your processing, your payments or any other aspect of your merchant services.
1. After you’ve identified the issue or any details related to the suspicious transaction or activity, please reach out to our customer support team. Our dedicated support team will always be ready and available to assist you with this issue. Provide detailed information and research on the issue, the more detail the better we can investigate and respond to the situation.
2. Document the interaction; when you first noticed, when you first contacted, what steps were taken and how long the problem took to resolve itself.
3. Monitor your account and review any other activities related to your account.
4. After our internal investigation is complete, we will contact you through secure channels, as you want to avoid sharing sensitive information over unsecured and unofficial channels.
6. Transaction Processing
How quickly are credit card transactions processed and settled?
Credit card transactions are generally processed within 24-48 hours, but the settlement time can vary depending on the payment processor, the issuing bank, the acquiring bank, the card network and even the timing of the transaction.
1. Authorization: This is the first step and happens almost instantaneously. When a customer makes a credit card payment, the merchant's payment system sends a request to the issuing bank to ensure the card is valid and the funds are available. This usually takes just a few seconds.
2. Batching: At the end of the business day, the merchant sends all the authorized transactions in a batch to their payment processor.
3. Clearing: The payment processor sends the transactions to the appropriate card networks (Visa, MasterCard, etc.), which then send them to the issuing banks. The banks verify the transactions and transfer the funds to the merchant's bank. This process usually takes 1-2 business days.
4. Settlement: This is the final step, where the funds are deposited into the merchant's bank account. Depending on the banks and other variables involved, settlement generally occurs within 1-3 business days after the clearing process.
5. Potential Delays: Various factors can affect this timeline, such as weekends, holidays, the specific policies of the banks involved, and even the type of merchandise or service being sold. International transactions may also take longer.
6. Merchant-Specific Factors: Certain merchant services providers might offer faster settlement options, sometimes even within the same day, while others may have longer standard settlement periods. The fees, type of merchant account, and other factors might also influence the timeline.
7. Discrepancies and Issues: If there are any issues with a transaction, such as disputes or fraud concerns, the processing and settlement time can be significantly extended.
What types of payment methods are accepted?
It’s vital for merchant service providers to offer a broad range of payment methods to meet the needs of both customers and merchants alike. Fides Bankcard offers the ability to accept credit cards, debit cards, mobile payments, contactless payments, online payments, electronic checks, physical checks, gift cards, prepaid cards, direct debits, bank transfers, loyalty programs and more.
How do I handle a declined transaction?
Handling a declined transaction can be a deliciate situation, as it may cause embarrassment and/or confusion with the customer. It’s important to approach the situation with empathy and professionalism.
1. If a transaction is declined, remain calm and offer a respectful demeanor to the customer. Avoid announcing the decline loudly or making the customer feel uncomfortable. Inform them tactfully and privately that the transaction was declined and offer them alternative payment methods for example: “It seems there’s an issue with this card. Would you like to try a different one? Alternative payment options are another card, cash, mobile payments, etc.
2. Provide a receipt with the declined transaction if requested. Never speculate with or to the customer as to why the transaction was declined. Offer the customer the chance to contact their bank or card issuer for additional information and details if required.
3. Double check the payment terminal to ensure that it is functioning properly and is not the source of the problem. If declines seem to be occurring frequently, it could be a device issue and will require you to consult our company for a replacement or investigation into the device.
4. Most importantly, protect the customers privacy and remain discreet at all times and ensure that all receipts or records are handled with care and confidentiality.
What is the process for handling chargebacks?
A properly functioning merchant services provider needs to have a robust and thorough chargebacks process.

Can I process recurring payments or subscriptions?
How are refunds handled, and what are the fees?
Is there a limit to the number of transactions I can process daily?
How can I customize transaction receipts?
7. Account Management
How do I log into my merchant account online?
i. Depending on the network and processor that is registered to your account, you’ll be access your account via the following:
1. FiServ CoPilot:
2. Elavon:
3. WorldPay:
ii. There you can review your account details, your transactions history, batch history, payments history and more. That should be your first step anytime you have a question or concern about your account. If you can’t find the information yourself or want more information about a specific issue, please feel free to get into contact with a representative from Fides Bankcard today!
How do I update my business or banking information?
i. The first step is to collect all the necessary information and documentation that’s related to your business and banking change. You’ll want to verify that your registered legal name matches up with the bank documents from your new banking institution, so you can ensure a seamless transition with your banks. Generally these changes reflect within 5-7 business days, but we’ve often seen the process go much shorter provided all the documents and information checks out on the first review.
ii. Then we’ll submit this documentation to your processor, who will review everything we’ve sent in and then make a decision based on the provided information.
How do I close or suspend my merchant account?
Closing your merchant account is easy with Fides Bankcard. We don’t try to hold you back or delay you from making the change or closing your account if needed. You give us a call or an email, and we’ll begin the closing process right away. You’ll have to batch out all your final transactions and pack up the device that we’ve sent to you and send it back to our office. The second that we receive our devices back, we can initiate the closing process with our processor, which is effective almost immediately. We’ll never charge unnecessary closing fees or try to weigh you down with an unwieldy contract and termination fee. All we ask is that you return the devices that are given to you and make sure that there’s no costs related to any POS or Licensing software and we can close your account straight away.
Can I set up alerts or notifications for specific account activities?
Not a problem at all, we can set up a variety of alerts and notifications for your account. If you want notifications for any single changes or payments that go through your account, we can set that up for you. We recommend the proper amount of reporting, as you don’t want to be inundated with emails and notifications, but you also don’t want so little that you’re surprised every time that you open up your account. There’s a fine line to being constantly in the know for your business and we help you get there.
What resources are available for ongoing education and training?
At Fides Bankcard, we’re always happy to provide continued support and training for our merchants so they can stay ahead of the Payments learning curve. It can be confusing and difficult to navigate, so we’ve prepared Blogs, Knowledge Base Articles and helpful training tips and tools to help you stay ahead.
8. Partnership and Affiliates
How do I become a sales partner or affiliate?
i. If you’re interested in earning your own monthly residuals and taking a greater role in the sale process, feel free to join the Fides Bankcard Agent Network. You can visit our website and resources and discover our Partner Listings, where we’ve detailed the many benefits and requirements to being a Sales Agent. And if you have bigger goals in mind, we can work with you to get you set up as a sub-ISO of our business, so you can earn higher commissions and take a greater role in building and molding business relationships.
ii. Send us an email or give us a call, and someone from our Leadership team will be in touch, so you can start earning your monthly residuals today!
What are the benefits and responsibilities of being a partner?
The main benefit of being a Sales Partner of Fides Bankcard is that we offer some of the highest residual splits in the industry. We offer full-scale support, so you can focus on building sales and building your business rapport and relationships. We want to offer the highest level of sales support and service, so you can focus on the things that build up your revenue generation and bottom line.
How are commissions and bonuses structured?
We’ll provide a full Schedule A as well as Commission structure after we’ve held our initial meeting and interview with you for the Sales process. Our Leadership team will verify that you have the tools and the vision to succeed as a Sales Agent and set you up for success. Once approved, you can expect the best sales support and service in the industry.
Can I track my referrals and earnings online?
Yes, there is a separate Registry that hosts our residuals and commissions online. You can review your accounts and your commissions to verify that you’re operating at the highest level and being rewarded for your level of success.
Can I collaborate with other partners or affiliates?
Absolutely, we encourage our partners to work together and bring in other partners and affiliates. You’ll have a greater chance of success and ability to work with bigger and better clients. We help facilitate those conversations and collaborations, while removing the hardships and difficulties that may exist, so you can improve your bottom line.