Frequently Asked Questions
Are the credit card machines really free?
Absolutely. As long as you process transactions through us, the equipment is free for you to use. If you ever decide to terminate your relationship with us, you'll need to return the equipment within 10 days. There is also a small minimum processing requirement of $25 in processing fees from your Visa/MasterCard activity. If you come up short in a given month, we'll ask you to make up the difference so your month-end fees are at least $25. Pretty simple, huh?
How long can I keep the equipment?
As noted above, the equipment is yours as long as you process your transactions through us as a credit card processing business. There are no hidden fees or charges. If you terminate your relationship, just return the equipment in good working order within 10 days.
What if the equipment breaks or malfunctions?
The first step is to call our 24/7 help desk. They are our Credit Card Processing Speialists! They will do the initial troubleshooting to determine what the problem is and how to fix it. If they determine that the equipment is defective, we'll ship you an identical replacement overnight. You get two free replacements each year for any effective equipment. To return the device, put it back in the box your replacement unit came in and we will send someone out to pick it up. We do all the work for you.
Will I receive new equipment or refurbished equipment?
The initial machine you get is brand new. Any replacement equipment will come from our stock of units that have been refurbished by our technicians to our exacting specifications.
Can I process debit cards?
The Hypercom T4100 and NURIT 8000 terminals come equipped with an internal pin pad that is encrypted on your behalf before it is sent to you. This lets you process pin entry debit cards, including check cards and ATM teller cards. The advantage of using debit cards is that you can bypass the additional fees charged by Visa and MasterCard programs.
Can I process checks without a check imager?
Sure! If you'd like, we can arrange for a third party check guarantee such as CrossCheck to be installed in your terminal so it works in concert with your merchant account. This will allow you to enter customer information such as the check number and sale amount at the point of sale. The approval information can then be written on the back of the check. With a check imager, though, you can run the check like a credit card. The funds are deposited electronically and you can run declined transactions (those dreaded bad checks) a second and third time.
What about other functionality (gift cards, etc.)?
Both terminals have sufficient memory to host multiple transaction programs: a merchant account for credit and debit cards, check processing and gift and loyalty card programs. Each program runs independently of each other so you can always add your own third party programs if you need them down the road.
How soon will the money reach my bank account?
All funds from approved transactions are deposited directly into your checking account within 36 banking hours.
When and how do you collect the processing fees?
We process and collect the fees electronically at the end of the month. You aren't billed directly. A monthly statement is mailed to your business address detailing all your account activity and how we calculated the processing fees.
Are my rates guaranteed never to go up?
We'd like to say never, but the issuing companies (Visa, MasterCard, Amex, etc.) do change their rates occasionally and these must be passed on to our customers. These rates are typically adjusted in the spring and fall. As for our fees, we try to keep them as low as possible. You won't see us ever locking you into a rate for a month or two and then jacking it up on you.
Can I view my transaction activity online?
You bet! In addition to the monthly statement that is mailed to you, you have 24/7 access to your transaction data through a password-protected gateway. It's free too!
The NURIT 8000 uses GRPS to send and receive transaction information wirelessly. What does "GPRS" mean?
Without getting too technical, GPRS stands for “general packet radio service”. It's the data equivalent of voice transmission via cell phone. The wireless network is powerful, reliable and has unparalleled coverage. All data is sent and received in a secure environment. If you lose signal temporarily, the NURIT 8000 terminally automatically connects to an alternate service provider to ensure that your signal is always strong, even in fairly remote areas.
Can I connect the NURIT 8000 to my cell phone?
No. The NURIT 8000 is a standalone device that is designed to transmit sensitive financial data over the GPRS network. It has its own wireless capabilities built in and the signal won't interfere with normal cell phone signals.
What if I'm working in an area without wireless coverage?
In rare cases you may find you have no signal. In these cases, you can always use the terminal's “store forward” capability. This allows you to swipe the card and upload the transaction later. Of course, if the transaction is declined, you have no recourse, except to contact the customer and ask for another method of payment. If you are in the store & forward mode, you will still be swiping at the low 1.65%.
How long does the battery last?
If fully charged, the battery should be able to handle up to 400 transactions. Of course, you can always recharge the device overnight so that your terminal is always charged during business hours.
What is an online payment gateway and why do I need one?
If you plan to sell products or services on the Internet, you need to have an online payment gateway. A gateway transmits sales from your web site to your financial institution using a secure network. When a customer orders online, the transaction is sent encrypted from your shopping cart to the gateway, which then does the authorizing of the credit card information and returns the approval back to the site. These gateways also include a virtual terminal, which lets you enter transactions manually through a secure portal so you can enter phone orders while others are ordering online.
Is the payment gateway really free? What's the catch?
The rules are the same for the terminal. You get to use Authorize.Net's payment gateway for free as long as you process transactions through us. The only difference is an additional $10/month gateway fee.
Can I process checks through the online payment gateway?
Of course. Authorize.Net offers an add-on module for transmitting check payment information. Contact us for more information.
Why would I want to use an online payment gateway?
An online gateway is perfect for the following types of transactions:
- online sales through a website,
- mail or phone orders and,
- manual transactions for merchants who operate a traditional storefront with a web component. If you fall into one of these categories, you will find that a gateway gives you tremendous flexibility and capability to increase sales.
How soon will the money reach my bank account?
Like credit cards, money from gateway transactions arrives in your bank account typically within 36 banking hours.
What is PC Charge Pro and how is it used?
PC Charge Pro is a software application for your PC that allows you to process credit cards. When installed, you simply transmit the information via your PC instead of your terminal. PC Charge Pro works with DSL, cable modem and dialup connections. You can also swipe credit cards using an optional swiper accessory. This allows you to get lower rates than keyed transactions. The software is installed on a PC hard drive; much like any Windows based software application. Transaction approval is transmitted over the phone line through an internal PC modem or through the Internet via a DSL connection.
How soon will the money reach my bank account?
Funds are usually added directly to your account within 36 banking hours.
Can I get my existing equipment reprogrammed? Is there a charge for this?
If you already have a compatible terminal through a different merchant program, we can reprogram it for you free. However, you will need to check with your existing processor to make sure you won't be charged a cancellation fee to terminating your relationship with them.
What is a reprogram?
A reprogram of your equipment switches your merchant account service from your current provider to us. That way, you can keep using the equipment you're already used to while enjoying our highly competitive rates and superior customer service and support.
How does a reprogram work?
All you need to do is contact us to open a merchant account. Once it is approved, we will build a download file that is specific to your terminal type and business. We will then contact you so the file can be downloaded over a phone line to your machine. The whole process takes 5 to 10 minutes. That's all there is to it.
When should I cancel with my current processor?
You don't want to cancel your current processor until the reprogramming is complete. That way you won't have to disrupt your sales process. Once the reprogramming is complete, your service will change automatically to ours. Once you have verified that the funds are reaching your bank account, you can cancel your old service.
How do I cancel service with my current processor?
This varies by processor. In most cases, all you have to do is fax a signed letter to the processor requesting termination.
Will my current processor charge me a termination penalty?
That depends entirely upon your contract with them. Be sure to contact their customer service department to inquire about termination penalties.
How do I know if you can reprogram my existing equipment?
We can reprogram nearly any equipment currently in use. However, you may want to check, particularly if your equipment is more than five years old. If it turns out we can't update it, you may want to consider taking advantage of our free equipment offer.
Will I still get customer service if you reprogram my equipment?
Of course! Regardless of whether you get new equipment from us or use your old terminal, you still get our terrific 24/7 customer support.
My existing equipment is leased. Will I still have to pay the lease?
In most cases, yes. Leases are financial obligations between you and the leasing company. Your relationship with us has no effect on the lease agreement. We recommend you contact your leasing company to find out what the terms and penalties are for terminating a lease before the contract is up
Is there a monthly processing minimum?
If you want to take advantage of our free equipment offer, there is a required monthly minimum-processing fee of $25. If you purchase the equipment outright, we may consider waiving the monthly minimum.
If I don't want a monthly statement mailed to me can you waive the statement fee?
Sorry, but we are unable to do waive the fee for any reason.
What if I'm not the owner of the business? Can I still apply?
No. You must either be the legal owner (at least 50%), or officer of the business to apply for a merchant account.
Do you really need my personal information?
Yes. While we need this information to process your application, we will not share it with any third party and it will be held in the strictest confidence.
Can you waive the personal guarantee requirement?
No. However, we may be able to accept two years of business financials (prepared by an accountant) or two years of tax returns from corporations as a substitute for the personal guarantee. The personal guarantor is only required because of the cost of the equipment.
Application & Deployment Process
How do I apply?
Applying is easy. To start the process, call us at 800-986-5161 or email us at nancy@bestlinkslive.com. In just a few minutes, we can cover the basics and get all the information we need to submit your application. We will send you the completed application, ask you to sign it, and fax it back to us with some minimal supporting documentation (a copy of a voided check, etc.). That's all there is to it!
How long does it take to get set up?
Once we get all the paperwork we need, it usually takes just 1 or 2 days to process the application. We ship the equipment at our cost via two-day delivery. If you need a reprogram, we can do that over the phone. We will then contact you directly to train you how to use your equipment. The whole process takes 4 to 5 business days.
What additional documentation is required?
If you are a new account, we need the completed application and voided check. If you are reprogramming, we will need your most recent Visa/MasterCard processing statement (all the pages) from your current processor.
To learn more about these options or how to sign up, and start processing credit cards today, please contact me.
Money Tree Merchant Services (MTS) is a registered ISO/MSP for HSBC Bank USA, National Association, Buffalo, NY.
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