GENERAL MERCHANT PROCESSING FAQ's

Do we have to change banks?
No.  You keep your existing banking relationship.  Your credit card charges will be directly deposited into your existing checking account. 

Are we able to use our existing equipment?
Yes.  Covenant Financial Solutions maintains relationships with several processors that support almost all types of equipment.

How do we convert our services?
We will reprogram your terminal over the telephone in just a few minutes at no charge to you.  If any employees need re-training, we provide that as well. 

How do we upgrade or get new terminals?
If you would like to buy or lease new equipment, we are ready to assist you.  Just call, email or fax us and tell us what you need or tell us what your requirements are and we will find the solution that is right for you.

Will we receive the same level of service?
Better.  We believe that our service is unmatched in the industry.  You can contact us anytime.  In addition, there is 24 hour customer service with 24 hour on-line account information. 

What if we are unhappy with the new service?
Let us know how we can improve our service to meet your needs.  We are constantly striving to provide you with top tier service.  I f you are not completely satisfied with your new service within 30 days, we will switch you back to your previous processor.

What if we do not currently accept credit cards?
Not a problem.  We work with new merchants all the time.  Covenant Financial Solutions has a variety of terminal  and software systems with easy payment options.  Whether it is Visa, MasterCard,  American Express, Discover, Diners Club, JCB, debit or check verification, we have a  turn-key solution to handle your business needs.

What is a Merchant Account?
A "MERCHANT ACCOUNT", also known as a "MERCHANT PROCESSING ACCOUNT", is a special business bank account established by a contractual agreement between your business and a bank. A MERCHANT ACCOUNT is needed in order to accept credit card payments from your customers.

How do I change the DDA/checking account that is linked to my Merchant Account?  How long will it take?
Owners of sole proprietorships can deposit their merchant funds into their Personal Checking Account. All other merchants must use a Business Checking Account.

Can I close my merchant account over the phone?
No. The merchant account needs to be closed the same way in which it was opened. You need to notify the company you are processing with a letter and the owner's signature. Only then can a closure be handled.

How do I get a Demand Deposit Account (DDA)?
A Demand Deposit Account, also known as a DDA, is just another name for a Checking Account. In most circumstances, this is a Business Checking Account, rather than a Personal Checking Account. You get a DDA by going to the bank of your choice. Since your Merchant Account is NOT a Checking Account, you will need to have both types of accounts in order to conduct credit card transactions. The Merchant Account is the account that allows you to accept credit cards as payments for your goods or services. Your Daily Deposit from your Merchant Account will be directly deposited to your DDA/Checking Account. Your Month End Fees will also be deducted from this account

What is a DDA bank account?
A Demand Deposit Account, also known as a DDA, is just another name for a CHECKING ACCOUNT. Your Daily Deposit from your Merchant Account will be directly deposited to your DDA/Checking Account. Your Month End Fees will also be deducted from this account.

How do I activate a new card type such as American Express or Discover?
Please contact  us for this service.   You will be asked for the new card type’s Merchant Identification Number.  If you are an E-Commerce merchant, we will also need to know your Information Processing (IP) number. 

I'm having problems processing more than one transaction in one day on the same credit card?
Make sure that each transaction for the same card number has a unique invoice number.

How frequently are funds deposited into my checking account?
Activity on your MERCHANT ACCOUNT is processed on a daily basis and is reported on according to the processing date. Your MERCHANT ACCOUNT has a designated time frame referred to as "HOLD DAYS" that must mature prior to funds being credited to your DDA/checking account. The transfer of funds to or from your DDA/checking account takes place through the AUTOMATED CLEARING HOUSE (ACH). Depending on your MERCHANT ACCOUNT type, the HOLD DAYS may vary from 1 to 7 business days. Processing activities take place on a Sunday through Friday. (Saturday activity is processed on Sunday, along with Sunday's activity.) Weekends and Federal holidays are not counted as business days.

I changed my checking account. How do I update my merchant processing account?
If you have changed your checking account, please make sure to update us with that information. You will need to FAX or MAIL a copy of a voided check with the PREPRINTED ACCOUNT information that includes the bank name and location as well as your business name. A brief letter requesting the change signed by the account principal must accompany the voided check.

 
What are chargebacks?
A CHARGEBACK is a multistage dispute procedure that begins when a cardholder questions a charge on his credit card account. This part of the process is referred to as the "DISPUTE". The issuing bank will then decide according to industry guidelines whether the merchant or the cardholder is financially liable for the charge. In making their decision, the issuing bank might request documentation from the merchant that originated the charge. This is called a "RETRIEVAL REQUEST". If upon receipt and review of the requested documentation, the issuing bank decides that the merchant is financially liable for the charge, they will: 1) credit the cardholder's account for the disputed amount, and 2) return the charge to the merchant's bank. In turn, the merchant's bank will CHARGEBACK the merchant to collect those disputed funds.

If the merchant has sufficient documentation to refute the reason for the CHARGEBACK, the merchant can make a REPRESENTMENT of the charge to the to the card issuing bank. If the card issuing bank determines the merchant has provided sufficient documentation, the charge will stand. If they still believe that the merchant is financially liable for the charge, they can issue a "SECOND CHARGEBACK".

What is the Discount Rate?
The Discount Rate is a fee assessed on each sale and credit that is processed through your merchant account. The Discount Rate is expressed as a percent and it may vary from one of three tiered rates. Depending upon characteristics of the transaction in relation to your business type, each sales transaction will be assessed either the Qualified, Mid-Qualified or Non-Qualified Discount Rate. Each rate increases from the Qualified Rate as a transaction downgrades. The Non-Qualified rate is the highest Discount Rate that a sales transaction will be assessed. All credit transactions will always be assessed the Qualified rate. Please remember, the Discount Rates referred to here apply to Visa and MasterCard sales and credits only. American Express, Discover, Diners and JCB fees and rates are established by each individual brand in accordance with your merchant agreement with each provided that you accept those card types. Your merchant account for Visa and MasterCard transactions does not have any control or involvement in their fees or the disbursement of funds into your checking account when you accept one of those card types from a customer.

What is "Real Time Authorization"?
"Real Time Authorization" occurs when the merchant is able to obtain authorization as the customer is making the purchase. In face to face transactions using a swipe terminal, all sales are completed with "Real Time Authorizations." In non-face-to-face transactions or face to face transactions without a swipe terminal, merchants can only do Real Time Authorizations by using a service that provides a direct connection to their processor and can occur in both delayed time and real time.

What is a "batch"?
A "batch" is a collection of transactions accumulated over a period of time (generally not more than one day) and processed as a group. You can batch orders for authorization or for capture. Your processing requests may in turn be batched for settlement by banks.

New Questions? 
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