Customer Service FAQs

GETTING STARTED FAQ

 

Q: I need to program my credit card processing equipment. What should I do?

A: FOR NEW ACCOUNTS: If you need to purchase new processing equipment, contact your sales representative to place your order. If you have existing processing equipment, one of our technicians will contact you within 2 business days after your account has been approved to conduct the reprogram. If you have ordered a payment gateway or software product, the programming information will be emailed to you within 24-48 business hours from the time of your merchant account approval.
FOR EXISTING MERCHANTS: If you have recently purchased new equipment from Merchant Warehouse, the equipment should already be programmed for ready-use. If you already have processing equipment, simply contact Technical Support so they can guide you through the reprogramming over the phone. If you have recently set up a new payment gateway or software product through another vendor, contact Customer Service to get the necessary programming information for proper installation. 

Q: I just received my equipment, but there is nothing to indicate what the buttons do. How can I determine the key functions?

A: If you are missing an "overlay" for your terminal's keypad, contact your Processor or a Merchant Warehouse customer service representative to send you a copy.
In addition, we have put together some videos showing common functions for our most popular equipment. You can find the videos here:
- iCT220
- Equinox 4220
- Verifone VX510

Q: How do I access and use MerchantWare Portal?

A: Please click here to watch a short video on how to access and use the MerchantWare portal.

Q: I placed an order online. When will I receive confirmation and shipment?

A: Once an online order has been placed, a confirmation email with an order number will be sent to the email address provided. All online orders are then designated to a sales representative who will contact you within 24 hours. Before we can ship your order, our representative needs to speak with you directly to avoid potential complications such as: 1) Compatibility issues between many products and processors. We need to verify that the equipment ordered will operate properly within your processing environment. 2) To confirm that all contact and shipping information is correct. 3) To ensure that your request includes all items needed for processing. 

Q: I received my tracking number via email, but the status comes up as "Not Found." What does this mean?

A: An email with your tracking number is sometimes sent to you before the product is actually shipped. However, the tracking number can only be tracked AFTER the courier scans it in. Generally, our courier scans shipments around 5pm EST.

Q: How do I access and use Portfolio Manager?

A: You can access portfolio manager by clicking here and logging in using the information provided to you upon signup. For a more in-depth review of how Portfolio Manager works, watch our two-minute video on basic uses on YouTube!

FUNDING & DEPOSIT FAQ

 

Q: I just ran a transaction - when will I see the funds in my bank account?

A: You can expect to see the deposit for today's transactions in your bank account within 1 – 2 business days for Visa / Mastercard / Discover transactions. If there is an American Express card in your batch, these funds will deposit separately from American Express within 3 – 5 business days.

Q: Why is the deposit to my bank account smaller than my batch receipt total?

A: Please check your batch to see if there are any American Express transactions in there. If there are, you can expect to see that deposited by American Express directly in the next 3 – 5 business days. Another reason you may see a batch discrepancy is if the same card has been run for the same dollar amount in that batch. There are system safeguards in place to ensure that customers are not erroneously charged twice. Please click here to contact our Client Services department immediately so that we can assist you with this issue.

Q: When will I receive batches processed over the weekend?

A: Weekend batches will typically go into your bank account at the same time. If you run $400 on Friday and $500 on Saturday, you can expect to see a deposit of $900 to your bank account on Monday or Tuesday.

Q: How do I resolve my NACHA withholdings?

A: In order to have a NACHA code removed, please call us at 800-941-6557.

RATES & BILLING FAQ

 

Q: What are the different merchant account types and rate classifications?

A: There are a total of seven (7) different types of merchant accounts and, for every type of account there are three (3) different types of rates that a merchant will be charged: Qualified, Mid-Qualified, and Non-Qualified. To learn more about the different types and how they interact with rates, please click here.

Q: When are monthly fees deducted from my bank account?

A: You can expect to see the monthly fees taken out of your account the first or second business day of the following month. For example, you will be debited the first or second business day of February for your account activity in January.

Q: Can I access my account information online?

A: Please click here to enroll in our online reporting system. You will receive a username and password within 3 business days and you will be able to view your statements, batch and transaction information for the last 18 months, deposits, as well as any chargebacks that come in.

Q: Do I get access to my statement before I am charged?

A: Unfortunately, we don't have access to that information until the day the billing is done. It is all system generated and we have no way to estimate what fees you will be charged on your transactions. What we can offer, however, is online access to your statements the same day the fees are debited from your account. Please click here to enroll in our online reporting system. You will receive a username and password within 3 business days and you will be able to view your statements as soon as they are available.

Q: Why am I getting separate charges from American Express / Authorize.net / Cross Check?

A: These are third-party services that assess their own fees. While we can facilitate the set up of these third parties, once the service is established, we have no control over their billing and you do need to deal with their customer service directly.

Q: What is CSP and why is it important? And, when will I be charged?

A: The Compliance Services Package is a standard component of our merchant services offerings. The PCI Security Standards Council mandates PCI compliance for all merchants accepting credit and debit card payments and our Compliance Services Package is designed to provide you with the tools and resources to achieve compliance and add protection for your business. Unlike the majority of our competitors we offer increased protection for our merchants beyond the standard PCI compliance assistance including:
Breach Protection: Should you experience a monetary fine associated with a breach to your merchant services data and you can confirm that you are/were PCI compliant at the time of the breach; you will be credited up to a maximum of $10,000.
Chargeback Protection: Merchants will be reimbursed for any transaction chargeback fees incurred up to a maximum of $25 per occurrence for up to two (2) occurrences per calendar year.
PCI Compliance: Merchant Warehouse, through its partnership with ControlScan, provides an easy way to become compliant. ControlScan guides you through the compliance process, beginning with a self-assessment questionnaire. Our partnership is designed to support you with personalized guidance and support to achieve PCI compliance and maintain it as well.
CSP Billing
Merchant Warehouse customers are on an annual CSP payment cycle receiving one annual charge of $99, which will be assessed in either April or December of each calendar year.

ACCOUNT CHANGES FAQ

 

Q: My business recently changed from a sole proprietorship to an LLC. How do I update my account?

A: This is considered a 'legal change' and you will have to fill out paperwork detailing the change and providing supporting documentation to us. Please click here to learn more and find the appropriate paperwork.

Q: I am selling my business, but the new owner would like to continue on with your services. How do we make this change?

A: The new owner will need to fill out an application for a new account and go through the underwriting process. If they are purchasing your terminal along with the business, the terminal will have to be programmed with their information once their new account is approved. If they have their own terminal, they will have to provide us with that information so that we can properly program it for them. You will need to close down your merchant account once the sale of the business is complete and everything is in the new owner's name. Please click here to begin this process.

Q: I recently moved my business. How do I update my terminal to print the correct address?

A: Please click here to provide your new address to our Client Services department. Please let us know if this new address is for both your physical location and your mailing address where you would like to receive your statements and any other notices from us. We will update this in our system within 3 business days, and after that point you can contact our 24/7 terminal support line to update the address in your terminal.

Q: How do I update my bank account information?

A: Please click here to download the form you will need to submit in order to update your banking information. Once we receive your new account information, the bank account will be updated within 3 business days. You will receive an email confirmation when the change is completed. Please be aware that any transactions that are batched out prior to the change being made will continue to go into the current bank account on file, so please do not close that account until the change has been made.

Q: How do I Add or Remove, PIN debit, EBT, Voyager/Wex and/or American Express/Discover?

A: In order to add or delete any one of the above, please call us at 800-941-6557.

GENERAL FAQ

 

Q: You guys are great and I'd like to refer other merchants to you. Do you have a referral program?

A: Thank you! You can take advantage of our excellent merchant referral program. You will receive $100 for each and every new (not an existing Merchant Warehouse customer) referred merchant who selects Merchant Warehouse as their credit card processor. And, there’s no limit to how much you can earn. Please click here to get started.

Q: How do I re-order supplies?

A: If you are a member of our Merchant Warehouse VIP Program or Merchant Club, please contact us directly at 800-941-6557 and follow the automated prompts to place a request for replacement paper. If you are not a member of the VIP Program or Merchant Club, please contact our partner GCF at 800-688-9524 or visit your local office supply retail location.
Not sure what you need for replacement supplies? Please contact our customer support team at 800-941-6557.