IntraFirst is often asked questions about all aspects of merchant accounts, credit card processing and the services and products that we offer. We’ve compiled a list of the most frequently asked questions and answers to them. Of course, you can always Send Us A Message and we will answer you

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Chargebacks and Retrievals

A chargeback begins when a buyer contacts their card issuer to dispute a transaction. The chargeback is passed through the applicable payment network to the seller. Your account will be charged at the time the chargeback is received. When the seller receives the chargeback, it will include a “respond by” date.  Since the payment networks only allow a limited amount of time to respond to a chargeback, it is critical that any response be provided by this date.

In some cases, chargebacks can be “re-presented,” in other words information can be presented back to the cardholder’s card issuer disputing the chargeback. Below are the most common scenarios where re-presentment is feasible. The ultimate decision of whether or not to accept the re-presentment rests with the cardholder’s bank. Potential re-presentment scenarios include:

  • If the chargeback reason is “non-receipt of merchandise” and signed proof of delivery is available, the chargeback can be re-presented with a copy of the delivery confirmation including the signature and the complete address that the item was delivered to.
  • If the chargeback reason is “credit not processed” and the customer has already received a refund, the chargeback can be re-presented along with a copy of the cancelled check or the credit card refund information.
  • If the chargeback reason is “fraud” and proof of delivery to the buyer’s billing address is available and a complete address verification match was received, the chargeback can be re-presented with a copy of the proof of delivery.
  • If the chargeback reason is quality-related, e.g. “not as described” or “defective merchandise” and the seller has not received the merchandise back, the chargeback can be re-presented with the statement that the merchandise has not been returned.

The consumer must give you the opportunity to correct any issue that they feel is a reason for a chargeback before filing a chargeback. As such, you must take any customer complaint to heart and make sure to document the conversation. You want to make sure that if you are providing a service, the contract or agreement used to authorize the service is detailed enough to clearly describe the service being provided and the cost of providing such service. A signature from the customer accepting the product and services provided is another key to substantiating your re-presented chargeback and winning the claim.

If you receive a chargeback, read the chargeback carefully and see if you are able to provide the requested information.  For example, for a “credit not issued” chargeback, the cardholder is stating they are entitled to a refund, but have not received one. In this case, if you receive a “credit not issued” chargeback but have already sent a refund check to the customer, you can provide a copy of the front and back of the cancelled check. In all cases, good documentation is key.

Some of the reasons for chargebacks may include:

  • Merchandise is damaged in transit and arrives broken
  • Merchandise was not as described
  • Merchandise was defective
  • The service was not properly done
  • The cardholder did not recieve the service they were charged for
  • A cardholder returns the merchandise but has not received a refund
  • A cardholder disputes a transaction as a fraudulent use of their card

No, a retrieval request is just a request for information. The amount of a retrieval request is not deducted from your bank account or your next ACH deposit.

A customer contacts his or her credit card issuer to initiate the request. This is often due to an item showing on their credit card statement that may not have a clear descriptive name or phrase identifying the product purchased, the service received, or the name of the merchant.

A retrieval request occurs when your customer requests more information about a transaction that appears on his or her credit card statement.

When a credit card transaction is disputed (either at the request of the Cardholder or by a card Issuer), you may receive a chargeback. If a chargeback occurs, the amount of the original sale and a chargeback fee will be deducted from the ACH deposit into your account.

Equipment

Yes, new equipment is shipped programmed and tested.

New terminal deployments are shipped on the day following the approval of a new merchant account.

In many cases, you may be able to use the equipment you already own as long as the terminal equipment is PCI compliant. However, we provide brand new PCI compliant terminals free of charge, so it is rare that any new merchant elects to keep their old terminal.

Fees and Pricing

Your statement will include a summary of your transaction processing information received, processed, and funded to your checking account. The statement can be used to determine if the deposits and funding records balance back to your internal business reporting.

An authorization is a validation that the cardholder number is valid for an approval on a cardholder account for a sale amount.  Approval of an authorization request by the issuing bank is confirmation that the cardholder has funds available to make the purchase. It is not a guarantee of payment.

Service charges, also known as the Discount Rate, are the amounts charged to authorize, process and settle card transactions. The service charges you pay are determined by a variety of factors such as:

  • Your payment processing methods (face-to-face with your customers, online, by phone or mail)
  • The types of cards your customers use to pay you
  • How quickly you settle transactions
  • How your merchant services account is set up

The discount rate is the fee that a merchant pays to the acquirer for processing services that enable the merchant to accept bankcards as payment. Our discount rates are extremely competitive, in fact in sometimes our rate mark-up is Zero Percent!

Getting Started

You should wait until your account is set up to process your transactions through IntraFirst. Once you’re ready to process with us, you can inform your previous provider.

Category: Getting Started

When you apply for a merchant account, you are essentially applying for an unsecured line of credit. When a transaction takes place, the cardholder is debited and the merchant is credited for the amount of the transaction. The cardholder still has chargeback rights and can dispute the transaction for up to 90 days. When a cardholder initiates a chargeback with a valid reason code, the funds are automatically taken from the merchant’s account and credited back to the cardholder. IntraFirst wants to ensure that each potential merchant is financially sound, has a viable business and is operating in good faith and standing, so these disputes can be resolved with the merchant.

Category: Getting Started

Complete our online request form and a representative will contact you within one business day. If you prefer to talk with one of our friendly experts, you can call us at 800-694-8184. Our trained experts will listen to your needs and recommend solutions to help you surpass your business objectives. It’s as easy as that.

Category: Getting Started

Yes, new equipment is shipped programmed and tested.

New terminal deployments are shipped on the day following the approval of a new merchant account.

If the legal ownership of the new store is the same as your existing merchant account with us, and it is also the same type of business, we can open an additional location under your current merchant account unless you are opening an eCommerce location. If the business type of your new store is different, you will need to set up a new merchant account for the new location.

If you are planning to open another location or need assistance, please contact at 1-800-694-8184.

A Merchant Account enables you to process credit cards, debit cards, gift cards, and electronic check transactions. These payment methods are convenient for your customers, and they may help you get paid faster.

Category: Getting Started

In many cases, you may be able to use the equipment you already own as long as the terminal equipment is PCI compliant. However, we provide brand new PCI compliant terminals free of charge, so it is rare that any new merchant elects to keep their old terminal.

Most often, it is only a few days. However, the time it takes to establish a merchant account depends on several factors including: completeness of the application submitted, accuracy of the information provided and any required additional paperwork.

Category: Getting Started

Your merchant services account can accept debit cards through us for debit networks throughout the United States.

Category: Getting Started

Certain companies offer flat rate billing structures exclusively. While this may seem appealing, most flat rate programs are priced well above actual cost on popular interchange categories. If you are currently using a company like Square or PayPal, then you really need to contact us right away. You are throwing money down the drain every day by continuing to use them.

Category: Getting Started

Absolutely not. There are a myriad of processors available today, and no two are the same. Here at IntraFirst we work extremely hard each day to separate ourselves from the pack by offering services that the others simply don’t: Zero Percent RAte Mark-ups, 24/7/365 technical support, free terminals, no long-term contracts, no early termination fees, no equipment lease, guaranteed lowest rates, highly-trained and professional customer service and much, much more.

Category: Getting Started

No. We do not process for merchants outside the United States.

Category: Getting Started

You will have access to your online account information portal which has all of your monthly statements available for you to view, print, or download at your convenience.

Category: Getting Started

Some merchants only have a brick and mortar presence, we get that. So for those businesses, no website is required.

On the other hand, if you do sell online, then yes, we can accept temporary websites, something very basic that shows product and pricing. It does not have to be live to the public, but it should show enough to give us a sense of what you are selling and for how much.

Category: Getting Started

No, you do not. We can do all this for you.

Category: Getting Started

IntraFirst can set you up so that you can accept MasterCard®, Visa®, American Express®, and Discover®, as well as bank ATM debit cards.

Category: Getting Started

Technically, your personal credit score does not affect your merchant account rates. However, if you have a low credit score there is the possibility that you may not be eligible. We can sometimes approve a merchant account application despite a low personal credit score by putting other stipulations in place.

Category: Getting Started

The technical answer is no, however we strongly suggest that you do set up a business account (trust us, your accountant will appreciate it).

Category: Getting Started

Support for Merchants

Your statement will include a summary of your transaction processing information received, processed, and funded to your checking account. The statement can be used to determine if the deposits and funding records balance back to your internal business reporting.

An authorization is a validation that the cardholder number is valid for an approval on a cardholder account for a sale amount.  Approval of an authorization request by the issuing bank is confirmation that the cardholder has funds available to make the purchase. It is not a guarantee of payment.

Yes, new equipment is shipped programmed and tested.

New terminal deployments are shipped on the day following the approval of a new merchant account.

If the legal ownership of the new store is the same as your existing merchant account with us, and it is also the same type of business, we can open an additional location under your current merchant account unless you are opening an eCommerce location. If the business type of your new store is different, you will need to set up a new merchant account for the new location.

If you are planning to open another location or need assistance, please contact at 1-800-694-8184.

Our Support team would be happy to transfer the account to the new owner’s name. If you sell your business, please contact Customer Care to begin the process. This will require the new owner to fill out an application to establish an account under his/her name. Contact our Customer Care team at (800) 694-8184, option 1.

Contact our Customer Support (800) 694-8184 right away so that we can make sure that your customer is not charged multiple times for the transaction. Be sure to have the following information handy when you call so that we can quickly find the transaction in the system:

Your Store name and location

Last 4 digits on the card

Date and time of the swipe

Transaction amount

In the unlikely event that you get voicemail, leave the above information along with your name and contact number and one of our Customer Service Reps will call you back shortly. Assure your customer that they will not be charged multiple times for any single transaction.

Contact our Customer Support at (800) 694-8184, option 2.

It is possible that the paper is loaded upside down or that the paper in the terminal is not thermal paper. Remember that we provide the correct thermal paper rolls for your terminal free of charge.  If you are running low, simply contact us so we can get a shipment on its way to you.

Try power-cycling the terminal by unplugging the power cord and leaving it unplugged for 30 seconds. If the power cycle fails, contact Customer Support at (800) 694-8184, option 2

“Declined” is a valid response from the card holder’s issuing bank. You will need to request a different form of payment.

Yes, of course! Our U.S.-based customer support team is always available, anytime — 24 hours a day, 7 days a week, 365 days a year.

Toll free: (800) 694-8184

Typically, your funds are deposited into your business account within one or two business days of the card transaction. This is done by ACH transfer.

Transaction Process

From the time a business accepts a consumer payment to the time the business is paid, there are a number of steps. For this example, we will follow a credit card transaction.

  1. Cardholder makes a purchase. The business records the card information by inserting the chip card into the reader, swiping it through a Point-of-Sale (POS) terminal, or entering card information into an online or PC-based solution. The information is transmitted to a payment processor via an authorization vendor (like IntraFirst).
  2. An authorization vendor sends the transaction information from the business’ POS terminal or system to the issuer for approval.
  3. The payment processor sends the transaction to a card brand.
  4. The card brand submits the transaction to the credit card issuer.
  5. The credit card issuer pays the card brand.
  6. The card brand pays the payment processor or sponsoring bank.
  7. The payment processor or their sponsoring bank pays the business.
  8. The card issuer sends the billed amount to the cardholder on their monthly statement.
  9. The issuer is paid when the cardholder pays their bill.

If you would like to see this process described in a short video, look no further.  How Does Credit Card Processing Really Work?

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