- GETTING STARTED FAQ
- Q: I need to program my credit card processing equipment. What should I do?
- Q: I just received my equipment, but there is nothing to indicate what the buttons do. How can I determine the key functions?
- Q: I placed an order online. When will I receive confirmation and shipment?
- Q: I received my tracking number via email, but the status comes up as "Not Found." What does this mean?
- FUNDING & DEPOSIT FAQ
- RATES & BILLING FAQ
- ACCOUNT CHANGES FAQ
- Q: My business recently changed from a sole proprietorship to an LLC. How do I update my account?
- Q: I am selling my business, but the new owner would like to continue on with your services. How do we make this change?
- Q: I recently moved my business. How do I update my terminal to print the correct address?
- Q: How do I update my bank account information?
- Q: How do I start accepting American Express?
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.
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.
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.
RATES & BILLING FAQ
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.
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. This change will go through credit approval and takes 5 business days to be updated in the system. Please click here to contact our Client Services department to get the 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. The terminal support line can be reached at 800-228-0210. Make sure to have your merchant account number available when you call them.
Q: How do I update my bank account information?
A: Please click here to contact our Client Services department so that we can send you the form you will need to sign off on in order to update your bank account. You will need to provide to us a voided check for the new account in order for this change to be made. If you do not have a new check, you can provide us with a letter from your bank on their letterhead, detailing the name on the checking account, the routing number and the account number. This letter must be signed by a bank officer. Once we receive your new account information, the bank account will be updated in 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 start accepting American Express?
A: Please contact American Express at 800-528-5200. They will issue a Service Establishment (SE) number to you over the phone. Once you have this SE number, click here to send it to our Client Services department so we can add it to your account. This update takes 3 business days to be updated in our system. You will receive an email confirmation when the change is complete.