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General Account Questions

Q. Who is Innovative Merchant Solutions?

Q. What types of credit cards can I accept through Innovative Merchant Solutions?

Q. How long does the approval process take?

Q. How will I receive the money for the credit cards I process?

Q. Do I have to change my bank account to receive my deposits?

Q. How do I get additional supplies?

Q. What is a discount rate?

Q. Is the discount rate the same for all businesses?

Q. When are the discount fees charged?

Q. What are Mid and Non-Qualified Rates?

Q. How do I request a rate/fee review?

Q. Is there a transaction fee?

Q. When will the transaction fees be charged?

Q. When are the monthly fees debited from my checking account?

Q. What is a Batch Header?

Q. Why do I need a manual imprinter? When should I use a manual imprinter?

Q. What does "Code 10" mean?

Q. What is a chargeback?

Q. What is a "retrieval request" and how do I respond to one?

Q. What is the Address Verification Service (AVS)?

Q. If I accept a sale that is above my approved average ticket, what should I do?

Q. If I anticipate an increase on my monthly volume or average ticket, what should I do?

Q. Once I get a credit card processing account, can I accept sales for friends and associates, or other businesses I may have through the same account?

Making Account Changes

Q. What should I do if I need to change the name of my business (DBA)?

Q. How can I change the checking account that services my bankcard deposits and fees?

Chargebacks/Fraud Control

Q.  What is a chargeback?

Q.  What is a "retrieval request" and how do I respond to one?

Q.  What do I do if I am suspicious about a card or card holder?

Q.  What are the costliest chargebacks?

Q.  How can I avoid fraud at the Point-of-Sale?

Q.  How can I avoid fraud on “card-not-present” transactions?

Technical FAQ

Q. How can I make sure that my terminal reads the magnetic consistently?

Q. What type of phone line do I need for my terminal?

Q. Do I need to purchase equipment or do I have other options?

Q. What happens if my terminal does not work?

Q. How can I tell what transactions are in my terminal?

Q. My terminal says "waiting for line" or "no line" what do I do?

Q. Should I close the batch in my terminal every night?

Q. My terminal is displaying "Call Center" what does that mean?

Q. I have an authorization code that I obtained over the phone. How do I get paid for it?

Q. My terminal does not seem to have power what do I do?

Q. My printer is not working. I ran a sale and the printer did not print a receipt what do I do?

Debit Card FAQ

Q. When I close out my batch at the end of the evening, I put in the total including debit card transactions but the batch close receipt prints out a total without it. Am I getting paid on my debit card transactions?

Q. How long does a debit batch take to deposit?

Q. When I process a debit card sale I get the response "No Pin Pad" when I try to do an ATM sale.

Q. What should be done when the error message "No Acknowledgement From Pin” is received when processing a debit transaction?

Q. What should be done when "No M Key" displays on the pin pad?

Q. Declines are received on all debit card sales.

Q. When a debit card is processed the response "Waiting for answer" is received.

Q. The terminal is reading an "Invalid Card" response when a debit sale is processed.

Q. Is there a debit program for the Tranz 330 restaurant application?

Q. During the processing of a debit card transaction the terminal response is "Call Center". What should be done?

Q. What should be done if the magnetic stripe on the debit card doesn't work?

Q. A debit card is accepted, received and authorization but when the batch is closed the debit sale is in "discrepancy".

General Account Questions

Q. Who is Innovative Merchant Solutions?

A. Innovative Merchant Solutions is a full service bankcard acquirer that maintains the merchant relationship and acquires the data relating to a transaction from the merchant and cardholder.

Q. What types of credit cards can I accept through Innovative Merchant Solutions?

A. Innovative Merchant Solutions is a full service bankcard processor capable of procuring the ability to process all credit card types for most businesses, however separate approval may apply.  These cards include Visa, MasterCard, American Express, Discover Card, Diners Club/Carte Blanche, JCB, Debit Cards, ATMs, Electronic Benefits Transfer (EBT), Gift Loyalty Cards as well as Check Guarantee services.

Q. How long does the approval process take?

A. Innovative Merchant Solutions is a pioneer in the industry in terms of new account approval times.  After you have completed and returned your Merchant Application, in most cases your account can be approved and on line for processing in 24 to 48 business hours.  In some cases our New Accounts Department can have a response to your application the same day it is received.

Q. How will I receive the money for the credit cards I process?

A. It takes 2-3 business days after the batch is closed to receive a batch deposit.  Most batches closed before 7 p.m. EST will be settled in 2 business days.  NOTE:  Mondays through Saturdays are considered business days. 

Q. Do I have to change my bank account to receive my deposits?

A. No.  Innovative Merchant Solutions has the ability to process deposits to all banking institutions.  If you do not have a checking account or you are looking to change your banking relationship, Innovative Bank will be happy to establish a checking account for your business that will work with your bankcard processing account.  Click here to visit the Innovative Bank website.

Q. How do I get additional supplies?

A. You need to contact Customer Service to order supplies, please call 1-800-397-0707.

Q. What is a discount rate?

A. Every bank charges a discount rate to merchants that accept credit cards.  A discount rate is the percentage of each transaction that the acquirer charges to the merchant in order to process the charge. 

Q. Is the discount rate the same for all businesses?

A. No.  Businesses that key in their credit card sales, such as mail order/telephone order (MOTO), Internet and home based businesses are considered higher risk by the major credit card associations (i.e. Visa and MasterCard) because the card is not present at the time of the sale.  Therefore, these types of businesses will experience a higher discount rate. 

Retail credit card sales require a card to be present at the time of the transaction; the magnetic stripe is typically read and the customer signs the receipt and receives the product or service.  This activity lends itself to an environment that experiences a lower incidence of credit card fraud; therefore the card associations make it possible for this type of account to receive the lowest discount rates offered in the industry.  However, a higher rate will be charged for a transaction processed by a retail business if the sale is manually entered (keyed) into the terminal.  

Q. When are discount fees charged?

A. The Qualified rate is debited the same day the batch is deposited to your account.  The Mid and Non-Qualified discount rates will be charged to your account at the end of the month when the all other bankcard related fees are assessed to your account and reconciled through your Monthly Bankcard Statement. For more information check out our Statement Guide under Merchant Support on the Navigation panel.

Q. What are Mid and Non-Qualified Rates?

A. These rates are calculated according to the set up of your account, whether you are considered a "swiped" or a "keyed" business, and include an additional charge for certain types of sales.  The definitions below explain how a transaction is identified as a Qualified, Mid-Qualified or Non-Qualified transaction based on account type. 

Standard Swiped Accounts - The quoted Qualified discount rate will be charged on all swiped bankcard transactions that are electronically authorized and closed in a daily batch.  All manually keyed bankcard transactions that are closed daily, have AVS, an order number and reply to the Mail/Telephone order prompt with a "Yes" will be charged a "Mid-Qualified Rate".  All bankcard transactions that do not meet these requirements, including business cards, foreign cards and transactions that do not meet Visa/MasterCard requirements for the best interchange program will be charged a "Non-Qualified Rate". 

Standard Keyed Accounts - The quoted Qualified discount rate will be charged on all bankcard transactions that are electronically authorized, closed daily and include AVS, an order number and a "Yes" reply to the Mail/Telephone order prompt.  All bankcard transactions that do not meet the requirements stated above, including business cards, foreign cards and transactions that do not meet Visa/MasterCard requirements for the best interchange program will be charged a "Non-Qualified Rate".

For additional assistance with rate calculations, please contact a Customer Service Representative.

Q. How do I request a rate/fee review?

A.Step 1:

If a merchant is requesting that their fee/rates be lowered, advise them that a rate review request can be submitted on their behalf. This should also be offered if the merchant wants to close their account.

 

Step 2:

Advise the merchant that it will take up to a week to complete the review. Advise them to call merchant services after five business days to verify their request status.

 

Step 3:

To submit a review request, have the merchant submit a letter in writing to IMS. If the merchant has been offered lower rates by a competitor, advise the merchant to fax or mail a copy of the quote they received from the competitor along with their letter requesting a rate review.

 

Step 4:

Instruct the merchant to either mail or fax their request to, attention: Administration. Fax # 818-936-7899. They may mail it to: Innovative Merchant Solutions, 26541 Agoura Rd, Suite 200, Calabasas, CA., 91302.

Q. Is there a transaction fee?

A. Yes, bankcard processing will incur both a discount rate and transaction fee charge. 

Q. When will the transaction fees be charged?

A. The transaction fees are charged in the first week of each month and will recap the transactions for the previous month.

Q. When are the monthly fees debited from my checking account?

A. The fees are debited between the first and fifth of the month and will include the fees such as the transactions fees that occurred in the month prior.  For example, January's statement fees will be debited between February 1st - 5th.  (Click here to view a sample statement)

Q. What is a Batch Header?

A. A batch header is the record that identifies the beginning of the details and summary of the batch to follow.  The batch contains the transactions that were captured for deposit.

Q. Why do I need a manual imprinter? When should I use a manual imprinter?

A. A manual imprinter should be used when one of the following events occur:

1. The point-of-sale terminal failed to read the magnetic stripe on the credit card.

2. The point-of-sale machine is not operational.

3. The proper authorization was not obtained or a voice authorization was obtained.

4. The credit card number is manually entered and/or keyed into the point-of-sale terminal.

5. An electronic printer was not used to print a receipt as a record of the transaction.

Q. What does "Code 10" mean?

A. Code 10 is a term used by the credit card associations to refer to situations that are suspicious. Call your voice authorization center for a Code 10 authorization if, for ANY reason, you become suspicious of a transaction or cardholder.  A specially trained operator will lead you through a series of questions designed to minimize any discomfort to your customer and you.  The operator may give authorization or may instruct you to keep the card.  It is for this reason that you should hold the card throughout the authorization process.

Q. What is a chargeback?

A. A procedure whereby the credit card issuer reverses all or part of the amount of a credit card sale back to the originating merchant in accordance with Visa and MasterCard regulations.  A chargeback is initiated when a cardholder or a cardholder's bank disputes a charge against the cardholder's credit card account.

Q. What is a "retrieval request" and how do I respond to one?

A.  A retrieval request is a request from the card-issuing bank to review a copy of a sales receipt that has been processed through your business location.  This request can be the result of various reasons, including a customer disputing a sale, or not recognizing your business name.  However, if you receive such a request, you should reply to it immediately.  If you do not respond promptly to a retrieval request, the card-issuing bank will have the right to charge the amount of the sale back to your business, resulting in a loss of income for you.  Sales receipts can be faxed to the Chargeback and Retrieval Department at 818-871-7896 or can be mailed to: Innovative Merchant Solutions, 26520 Agoura Road, Calabasas, CA  91302.  When mailing or faxing the requested receipt, please include a copy of the original Retrieval Request Form.  If you have any questions regarding a retrieval request, you may also speak with a Customer Service Representative.

Q. What is the Address Verification Service (AVS)?

A. AVS is a service offered by Visa U.S.A. and is built into the authorization process to help prevent fraudulent transactions.  The numerical portion of a consumer's address is sent along with the transaction data and is matched against the address that is registered with the consumer's credit card.  A response code is sent back with the approval or decline message that indicates whether the numeric information matched that of the cardholder's.  This match, or mismatch results in reporting provided to the merchant for the benefit of making an informed decision regarding the status of the transaction.  The use of AVS for businesses such as mail/telephone and Internet can result in a processing savings as well as a potential reduction in unauthorized sales, therefore its use is highly recommended.

Q. If I accept a sale that is above my approved average ticket, what should I do?

A. A merchant's first action should be to notify a Customer Service Representative of the transaction(s).  They, in turn, will notify the Risk Management Department of the impending sale.  When the transaction(s) over and above the average ticket set forth in the Merchant Application is processed, the activity is subject to be reviewed by the IMS Risk Management Department.  In order to do a thorough review of the transaction(s), the supporting documents will be required.  They should be faxed to 818-871- 7897, or mailed to 26520 Agoura Road, Calabasas, CA 91302.  We have found that a fax is a more efficient way to facilitate the review of these transactions.  Upon receipt of the supporting documents, the Risk Management team will conduct a review of the transaction to ensure, to the best of their ability, that this transaction is not the result of an unauthorized purchase.  Working closely with Innovative Merchant Solutions' representatives in these matters assists with the expeditious resolution of these reviews.  Therefore your cooperation and patience are appreciated.

Q.  If I anticipate an increase on my monthly volume or average ticket, what should I do?

A.  First you should contact an Innovative Merchant Solutions Customer Service Representative at 800-397-0707 to advise them of the situation.  You will be asked to describe the reason for the increase (i.e. a sale, attending a show or convention, new product, new advertising, etc.).  If this increase involves a one-time sale, you will be requested to fax the credit card receipt and any documents associated with the sale to 818-871-7897.  If you are calling about a permanent change, you will be requested to submit a letter that explains the extent of the change as well as the reason.  Supporting documents such as advertisements, catalogs, price lists, etc. should be submitted with your request for review.  Please keep in mind that no changes are automatic.  Each request requires 30 days notice prior to the change occurring in order to review your current account.  Without 30 days prior notice you may experience a delay in depositing funds.

Q. Once I get a credit card processing account, can I accept sales for friends and associates, or other businesses I may have through the same account?

A. No.  When you are approved for credit card processing, it is on the basis of the declarations you have made on the Merchant Application regarding your type of business.  A change in this  information that occurs at any time must be reported to Innovative Merchant Solutions.  Accepting credit card transactions on behalf of another business is also considered factoring and is in violation of Visa and MasterCard regulations and is also against the law in some states.

Making Account Changes

Q.What should I do if I need to change the name of my business (DBA)?

A.  Merchants who wish to change the name of their business must submit a letter requesting to change their business name from the old name to the new name. If both a DBA and a corporate name are currently on the account, the request should specify which one, if not both, of the names to be changed. The letter must include the merchant number of each account that requires the change and should include the following documents:

  • Copy of at least 1 legal document reflecting the new business name(s) i.e. Business

  • License, Fictitious Name Statement, or Articles of Incorporation.

  • Voided check reflecting the new business name(s) and also, the business address (if using "temporary" checks, this information should be printed or typewritten onto the check).

  • The letter must be signed by at least one of the Principals who signed the original Merchant Application.

  • A check for the processing fee of $75

If there are any changes in the type of services provided, products sold, or processing method (i.e. keyed vs. swipe), that are associated with the business name change, the merchant must note the change(s) in the letter as well. If there is a substantial difference from the original Merchant Application, the merchant may need to complete a new application to satisfy MasterCard and Visa regulations and bank requirements.

Q. How can I change the checking account that services my bankcard deposits and fees?

A.  To change a checking account please either mail or fax the following documents to the attention of Customer Service:

1.  A letter requesting the change must be sent from and signed by the principal listed on the original Merchant Application.  The letter must include the merchant number of each account that requires the change.  Note: If the new bank account is a savings account rather than a checking account, it must be confirmed with the bank that they will allow the account to receive ACH debits, in addition to MasterCard/Visa bankcard deposits before the change can be made.  This letter should also provide IMS with the authorization to debit the $25 processing fee.

2. A voided check from the new account, with the business name and address printed on the face of the check must also be submitted.  If the new check is a "temporary" check, the business name, address and phone number must be either typewritten or handwritten onto the check.

3. The letter must be signed by at least 1 of the Principals who signed the original application.

4. Before submitting the check, contact your financial institution and confirm that the Transit Routing # which appears on the check is the correct number to be used for ACH deposits.

Chargebacks/Fraud Control

Q.  What is a chargeback?

A.  A procedure whereby the credit card issuer reverses all or part of the amount of a credit card sale back to the originating merchant in accordance with Visa and MasterCard regulations.  A chargeback is initiated when a cardholder or a cardholder's bank disputes a charge against the cardholder's credit card account.

Q. What is a "retrieval request" and how do I respond to one?

A. A retrieval request is a request from the card-issuing bank to review a copy of a sales receipt that has been processed through your business location.  This request can be the result of various reasons, including a customer disputing a sale, or not recognizing your business name.  However, if you receive such a request, you should reply to it immediately.  If you do not respond promptly to a retrieval request, the card-issuing bank will have the right to charge the amount of the sale back to your business, resulting in a loss of income for you.  Sales receipts can be faxed to the Chargeback and Retrieval Department at 818-871-7896 or can be mailed to: Innovative Merchant Solutions, 26520 Agoura Road, Calabasas, CA  91302.  When mailing or faxing the requested receipt, please include a copy of the original Retrieval Request Form.  If you have any questions regarding a retrieval request, you may also speak with a Customer Service Representative.

Q. What do I do if I am suspicious about a card or card holder?

A.  Call the authorization center and request a Code 10. Code 10 is a term used by the credit card associations to refer to situations that are suspicious. Call your voice authorization center for a Code 10 authorization if, for ANY reason, you become suspicious of a transaction or cardholder.  A specially trained operator will lead you through a series of questions designed to minimize any discomfort to your customer and you.  The operator may give authorization or may instruct you to keep the card.  It is for this reason that you should hold the card throughout the authorization process.

Q. What are the costliest chargebacks?

A. The following are the top ten costliest chargebacks?

1.  Failure of merchant to respond to retrieval request. This is the single most frequent cause of chargebacks. Fortunately, this is often the easiest to prevent. Simply keep copies of your sales transactions and respond to any and all "Media" or Retrieval" requests by sending copies of sales drafts immediately.

Card issuers are responsible for initiating copy requests. Usually they are initiated to resolve billing disputes or to comply with a subpoena. Fulfilling copy requests is very important. When requests are not fulfilled within the prescribed time period, they almost always result in a chargeback. A chargeback for not responding to a copy request is non-reversible per Visa/MasterCard regulations. So it is in your best interest to respond quickly to copy requests.

2. Cardholder was billed more than once for the same transaction. To avoid duplicate processing, reconcile your batches daily and ensure that the register/terminal totals match the credit card receipts for the day. If you do receive a legitimate duplicate processing chargeback, do not issue a direct credit to the cardholder - the credit will automatically be applied.

3. Cardholder denies making or authorizing a transaction. Make sure all transactions (other than mail/phone order) are magnetically swiped or imprinted. Again, timely submission of a copy of the properly completed and signed sales slip along with a written explanation of the validity of the charge will be needed to try to reverse a chargeback. If the disputed transaction is a phone or mail order sale, the order form and signed delivery receipt from any courier or handler will also be required.

4.  Failure of merchant to follow correct procedures in completing the sales slip at the point-of-sale. The sales slip must include both a cardholder signature and the card account number to be valid. The account number must be obtained directly from an imprint of the card itself or from electronically reading the magnetic stripe. Manually entering the account number does not protect you from a no-imprint chargeback even if the sales slip is signed.

5. Account numbers don't match. After swiping a card, if the card number displayed does not match the number embossed on the face of the card, ask for a different form of payment. Always print and double-check the account number on all phone and mail orders. Accepting non-matching transactions will leave you vulnerable to chargebacks.

6.  A credit or refund was not properly processed. Credits must be processed correctly and on time. Make your customers aware of your credit/refund policy at the time of purchase. Have the policy printed on your sales slips directly above the cardholder's signature in accordance with Association policy. Issue credits only to the same account numbers to which the sales were made - refunds paid in cash or merchandise, or to a different account number, will not protect you from this type of chargeback.

7. Failure to obtain proper authorization. Be sure to authorize all transactions, and accurately record the approval code on the sales slip. If your request for authorization is declined, do not attempt to re-authorize transactions to the same account number, as subsequent approval may not protect you from a chargeback.

8. A card was used either before or after its valid date. Never process a transaction on a card prior to, or after, the valid date. Instead, ask for a different form of payment.

9. Merchandise or service not received by cardholder. Sales transactions must not be processed prior to delivery of the product purchased. Proof of delivery, signed by the cardholder, should be obtained for every credit card transaction in which the merchandise or service is not delivered immediately at the point-of-sale. Such proof of delivery may be your only defense if a chargeback occurs.

10. Cardholder disputes quality of merchandise or services. Ensure that your customers are aware of your return policy at the time of purchase. Stick to your policy. Display the policy at the point-of-sale and print it on your sales slips, directly above the cardholder signature.

Q.  How can I avoid fraud at the Point-of-Sale?

A.   Follow these 7 steps to avoid fraud at the Point-of-Sale

Despite the best efforts of all parties in the payment processing business, fraudulent credit card transactions do occur. Take these preventative measures to minimize the occurrence of fraud:

1. Inspect cards carefully.

 ·  Hold the card throughout the entire transaction. 

 ·  Verify that the "valid from" and "valid through" dates include the current date.

2. Check card numbers.

 ·  All Visa® account numbers begin with a '4'.

 ·  All MasterCard® account numbers begin with a '5'. 

 ·  Check that the first four digits of the embossed account number match the four digits printed just above or below the embossed number. 

 ·  Verify that the embossed characters are the same size, style, and in alignment. 

3. Check card signatures.

 ·  Does it match the signature on the sales draft? 

 ·  Does the signature panel appear to be altered or discolored? 

4. Check holograms.

 ·  When a card is tilted, the hologram on Visa or MasterCard cards will move and/or change color. 

5. Be aware of suspicious behavior.

 ·  Pronounced anxiety, nervousness or impatience. 

 ·  Indiscriminate purchases of unusual numbers of expensive items. 

 ·  Repeated purchases in a short period of time.

 ·  Fast talk or other attempts at distraction. 

 ·  Appears overly deliberate and painstaking in signing sales slip. 

 ·  Gives excuses about card Issuer problems or requests that you call a "special" authorization number that he provides. 

6. Report suspicious transactions. 

 ·  Call your authorization center and ask for a 'Code 10'. The authorization center will help you determine if the card is valid. 

7. Train employees in fraud prevention techniques.

 ·  Conduct brief training sessions in fraud prevention. 

 ·  Post fraud prevention reminders and materials near registers or in employee areas. 

 ·  Offer some reward or incentive to anyone preventing a fraudulent transaction

Q.  How can I avoid fraud on “card-not-present” transactions?

A.  Follow these 6 steps to avoid fraud on "Card-Not-Present" Transactions.

Fraud is a particular concern for mail order/telephone order and Internet businesses, since transactions are generally "card-not-present." But, there are a number of things businesses can do to minimize the occurrence of fraudulent transactions:

1. Have the customer provide the name of the bank that issued the credit card. This may discourage the potential thief since they may only have the account number on hand and not the actual card in their possession.

2. Call information services to verify the telephone number that was provided by the customer. 

3. Call the telephone number provided by the customer and verify the information that was originally provided on the sale. Many times the fraudulent consumer will not be able to verify the information that they originally provided since they were ordering at random with no real record of what they requested. 

4. Obtain the billing address on the transaction in addition to the shipping address. Perform address verifications, obtaining the name and phone number of the issuing bank and then having someone call the issuing bank and attempt to verify the billing address. 

5. Train sales associates to be alert to unusual activity during telephone conversations.

  •  Apprehensive behavior.

  • Indiscriminate ordering of fraud-prone merchandise.

  • Background noise that may indicate someone is calling from a public telephone. 

  • If the customer orders a specific size and color, but will take anything available, this could be a fraudulent order. 

  • If the customer has difficulty spelling or pronouncing his name this should alert you to a possible fraud. 

6. Be sensitive to priority shipments for fraud-prone merchandise as this is sometimes an indicator that the transaction may be fraudulent.

Technical FAQ

Q. How can I make sure that my terminal reads the magnetic consistently?

  • Check magnetic stripe readers regularly at each terminal/register to be sure they are operating properly.
  • Clean reader heads periodically.
  • Calculate the percentage of key-entered transactions to total transactions for each magnetic stripe reader. If the number of key-entered transactions is greater than 3 percent, try to find out why.
  • Conduct regular training and review sessions on the importance of swiping the card with sales associates.
  • Remove any obstructions that could prevent a card from being swiped straight through the reader in one easy movement.
  • Swipe the card once in one direction, using a quick smooth motion. Never swipe a card back and forth through the reader.
  • Place pads that deactivate magnetic anti-theft devices where cardholders can't place their card on them. These pads can erase the card's magnetic stripes.

Q. What type of phone line do I need for my terminal?

A. Your phone line should be an analog line tied to a single phone line. Terminals do not have the capability of selecting a phone line, and they will not work on digital lines. You do not need to have a dedicated line, but keep in mind that if the terminal is connected to a line that is constantly in use, you may have problems obtaining authorizations.

Q. Do I need to purchase equipment or do I have other options?

A. As a merchant you may purchase, lease, or rent equipment. If you already own your equipment we would need to download our information into your terminal before you could use our service.

Q. What happens if my terminal does not work?

A. Check that all plugs and connections are intact. If they are and your equipment still does not work, call your terminal help desk (phone number located on the terminal sticker). We may be able to help you fix the problem over the phone. If not, we can ship replacement equipment to you overnight.

In the meantime, you can still accept credit card transactions. Simply request and obtain authorization over the phone using the voice authorization phone number, manually imprint your sales receipts, and obtain a signature. Later when your terminal is back on-line, key in these transactions using the voice authorization code received. Enter as either off-line, force, or post auth entry. Please note that when you manually key in these transactions, your processing fee will likely be higher.

Q. How can I tell what transactions are in my terminal?

A. By printing a report. If you have an electronic printer you can perform a couple different reports. A detail report will give you an itemized report of every single transaction ran through the credit card machine. A totals report will give the totals for each particular card type and how many transactions were run for that particular card type. (Ex, MasterCard 10 items at $1000.00) Restaurant merchants also have the ability to perform a "Server" report that tells you how much each server has totaled in sales and tips if server numbers are being used to complete sales in the terminal.

Q. My terminal says "Waiting For Line" or "No Line" what do I do?

A. The first thing you should do is verify whether or not you have a phone line attached to the back of the credit card machine. Second verify that the phone line is not in use by another device or person. Third verify the terminal has a good connection to the wall jack; it is always a good idea to eliminate "splitters" from the phone line. Lastly if you are still having problems contact our twenty-four hour help desk at 1 800 397 0707.

Q. Should I close the batch in my terminal every night?

A. Yes every night when you close your establishment you should also close your credit card machine if you have performed sales that day. To close out your credit card machine please see the appropriate quick reference guide, for your brand of credit card terminal, located on this web-site. Simply click on merchant support and then quick reference guide on the navigational menu. Or call our twenty-four hour help desk at 1 800 397 0707.

Q. My terminal is displaying "Call Center" what does that mean?

A. It means that you will need to call the voice authorization center to complete the sale. The voice authorization center will assist you in obtaining an authorization code for the transaction you are trying to run. Please make sure to have your merchant number ready when you call. Once you have obtained the authorization code you will now need to perform a Ticket Only transaction and obtain an imprint of the credit card. The "Call Center" numbers to call are:

-Visa MasterCard Authorization Center 800.228.1122

-American Express 800.528.2121

-Discover 800.347.1111

Q. I have an authorization code that I obtained over the phone. How do I get paid for it?

A. If you only have an authorization code for a transaction, you will need to turn that authorization code into an actual sale. To do this, a "Ticket Only" transaction must be completed. To perform this transaction on your credit card machine please see the appropriate quick reference guide for your brand of credit card terminal that is located on this web-site. Simply click on the Merchant Support button and then the Quick Reference Guide button to access the Quick Reference Guides.

Q. My terminal does not seem to have power what do I do?

A. First, make sure the terminal's power supply is securely connected to a power outlet and the back of the terminal. If it is, try another outlet within the establishment that you know works. If you have no success and the power pack is cold to the touch, it is possible that the power pack requires replacement. Contact an Innovative Merchant Solutions Customer Service Representative at 800-397-0707 to further diagnose the problem.

Q. My printer is not working. I ran a sale and the printer did not print a receipt what do I do?

A. First, make sure all the cables running to the electronic printer are securely in place. Second, try to perform a reprint on your credit card machine. To do this, please see the appropriate quick reference guide for your brand of credit card terminal, located on this web site. Simply click on merchant support and then quick reference guide on the navigational menu. If neither of these efforts are successful, contact an Innovative Merchant Solutions Customer Service Representative at 800-397-0707 for further diagnosis.

Debit Card FAQ

Q.  When I close out my batch at the end of the evening, I put in the total including debit card transactions but the batch close receipt prints out a total without it. Am I getting paid on my debit card transactions?

A.   The answer is yes. Debit is included in the total amount when you close because the debit transactions are part of the batch but you are not closing them. Our debit processor, EDS, closes debit card transactions, which is why these items are not included on the batch close print out. They will however show on your totals and item review printouts.

Q.  How long does a debit batch take to deposit?

A.  Debit transactions take forty-eight hours. Even though EDS closes Debit card batches separately, the transactions are still included with the Visa and MasterCard batches when they are sent to the merchant's bank account.

Q.  When I process a debit card sale I get the response "NO PIN PAD" when I try to do an ATM sale.

A.  First check the pin pad, unplug the pin pad cable from the back of the terminal and plug it back in. Then push the cable in back of the pin pad. If the same response is received, a Customer Service representative should check the debit programming.

Q.  What should be done when the error message "NO ACKNOWLEDGMENT FROM PIN" is received when processing a debit transaction?

A.  Unplug the pin pad cable and plug it back in, first from the terminal side, then the pin pad side.

Q. What should be done when "NO M KEY" displays on the pin pad?

A.  Merchants sometimes call this the "No Monkey" or "No Money". This response will flash on the pin pad after the debit card has been swiped through the terminal. The pin pad will go back to dashes across the pin pad. This means the pin pad has lost it's encryption and needs to be replaced.

Q.  Declines are received on all debit card sales.

A. Call a Customer Service representative.  Additional troubleshooting must be completed.  This could indicate a compatibility problem between the PIN pad and the credit card terminal, or it may indicate that the PIN pad will require encryption.

Q. When a debit card is processed the response "Waiting for answer" is received.

A.  Innovative Merchant Solutions' debit card program uses the same authorization telephone numbers as those that are used for Visa and MasterCard transactions. Normal processing of Visa and MasterCard transactions would indicate that the debit card system could be busy so the transaction should be attempted again in a few moments.

Q.  The terminal is reading an "Invalid Card" response when a debit sale is processed. 

A.  This response means there is a problem with the routing of the debit networks through EDS. Please contact a Merchant Services Representative for further assistance. 

Q.  Is there a debit program for the Tranz 330 restaurant application?

A.  At this time no. Currently the only debit program we have available with the restaurant application is the Tranz 380 and the Nurit 2060.

Q.  During the processing of a debit card transaction the terminal response is "Call Center".  What should be done?

A.  This response indicates that the debit gateway is down. Just wait a few minutes and try the transactions again or use another form of payment.

Q.  What should be done if the magnetic stripe on the debit card doesn't work?

A.  The customer will need to present another form of payment.  Debit card processing does not allow for the card number to be keyed into the terminal.

Q.  A debit card is accepted, received and authorization but when the batch is closed the debit sale is in "discrepancy".

A.  Since debit transactions automatically settle through EDS every day (settle time 2:00 to 3:00 p.m. PST), a discrepancy of a debit transaction in a credit card batch should not be a problem.  If a discrepancy appears, it can mean that the terminal did not recognize the automatic settlement of the debit transaction through the host; therefore, the system shows the transaction as a "discrepancy" on the batch settlement.  To ensure the sale is processed, call a Merchant Services Representative the next business day.  It is not advisable to process the debit transaction again.

 

 

 

 Innovative Merchant Solutions of PA is a registered agent of Westamerica Bank Santa Rosa, CA and JP Morgan Chase Bank, 

 Columbus, OH. FDIC Insured. All trademarks, service marks and trade names referenced on this site are the property of their

 respective owners. *Approval for Discover and American Express handled separately.

  ©2006 - Innovative Merchant Solutions of PA, Inc.  All Rights Reserved

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