Frequently Asked Questions

You've got questions and we're happy to answer them.
I'm a web developer or ISP and would like to provide an eCommerce solution for my clients. How can PSP Services help me?
Yes, absolutely! We work closely with web developers and ISPs to meet their eCommerce needs. Please contact us via our website or at 1 800 848 2974.
Are e-commerce transactions secure?
PSP Services is dedicated to a high level of security so that you can process your e-commerce transactions with ease. Our online payment system is secure and meets all required regulations and codes.
What is Verified by VISA? Can I include it on my web site?
Verified by Visa is a password process to confirm a cardholder’s identity during checkout. The idea is to replicate a “card present” environment to reduce potential fraud or chargeback issues. Merchants may only display the Verified by Visa Service logo and MasterCard 3D Secure on their web sites if they are participating in the program.
Can I accept INTERAC Direct Payment (debit cards) on my web site?
No, the INTERAC Online payment option is not available through the PSP Services Gateway ecommerce solution.
If I receive an authorization number on the transaction from my web site, is this a guaranteed sale for my business?
If the card is not reported as lost or stolen and the funds are available, then the transaction will be approved. Authorization by the issuing bank does not mean the true card holder is making the purchase. Additional measures need to be taken to detect potential fraud.
Why do I need another VISA/MasterCard Merchant number for my Internet "virtual" store if I already have one for my "physical" store location?
Internet transactions require a Internet Merchant number, which is authorized by PSP Services for Card Not Present transactions.
I have other questions with regards to eCommerce for my web site. Who can I talk to?
You can get answers to specific questions by calling 1 800 848 2974.
What is a chargeback?
Chargebacks (MasterCard) or Disputes (VISA) can be defined as “the reversal of a transaction meant to serve as a form of cardholder protection from fraudulent or unauthorized activity on the cardholder’s payment card”. Other Chargeback Terminology: • Retrieval: A request to provide copy(ies) of sales drafts and other supporting documentation;

• First Chargeback: A debit to your merchant bank account for a specific amount; triggered by a dispute via the cardholder and/or issuing bank;

• First Reversal: Your rebuttal to the chargeback or dispute is accepted and the transaction is being investigated by the issuing bank;

• Second Chargeback (MasterCard only): The issuer or cardholder refuses your response to the chargeback and wishes to further contest the transaction. The reason code may change at this point and additional information or documentation will need to be provided to the issuing bank;

• Second Reversal (MasterCard only): You provide new and additional information to support the validity of the transaction which is, in turn, considered valid and accepted by the issuing bank;

• Incoming Pre-Arbitration: The issuing bank or cardholder wishes to continue disputing the transaction’s validity and further escalates to the card brand. You, as the merchant, can opt to accept liability for the transaction and lose the chargeback/funds, or decide to continue pursuing an investigation and move forward with “Arbitration.” Arbitration cases are charged a $250 filing fee, per case, plus a $150 review fee, per case. Given the cost, it is recommended to only pursue with Arbitration if a large dollar transaction being reviewed.
What can I do to avoid chargebacks?
Chargebacks can be classified in three (3) fundamental categories, each demanding a unique response and approach. Adopting the below processes, broken down by each scenario, will assist you in Chargeback/Dispute circumvention.

CHARGEBACKS OR DISPUTES DUE TO MERCHANT ERROR Mistakes happen from time to time but as a merchant, the occasional mistakes, though unavoidable, can often result in a chargeback. Eliminating Merchant Error chargebacks or disputes can be successful by implementing some of these best practices: • Accurate description of Products/Services: Appropriately lay out what cardholders should reasonably expect from the product or services you offer; provide detailed descriptions and offer a clear picture of the result, once product is received, or where services are fulfilled.

• Correct Billing Descriptors: Ensuring the descriptor which appears on a cardholder’s payment card statements should accurately reflect your business name, URL, and/or phone number.

• Clear Return Policies and Terms of Service: Always ensure cardholders understand the policies and terms of use of your product and use of website. Use of clear, concise language and terminology to define the ground rules will go a long way to minimize any disconnect between you and the cardholder.

• Provide Contact Information: Cardholders will not be patient enough to chase you down to locate your email, address, or phone number. Ensuring contact information is clearly visible on a website, on your invoice, and on your billing descriptor will offer a proactive approach to minimize the chances of a chargeback or dispute.

• Do Not Accept Expired Cards: If purchases are attempted on an expired payment card you may be exposed to a possible authorization error chargeback; should an expired card be presented, simply ask the cardholder to use another non-expired payment card or ask for another method of payment.

CHARGEBACKS OR DISPUTES DUE TO FRAUD Although genuine criminal fraud attacks are the cause are far and few between, it’s still important to be proactive. Preventative action to combat fraud risk is imperative to ensure there is minimal business interruption for you, for example: • 3D Secure: An opt-in service that works similar to an online PIN code. At checkout, users will be redirected to a separate page to enter a unique code before proceeding.

• Geolocation: Using geolocation allows you to see where in the world users are located. If there’s a mismatch between IP address and shipping/billing information, it may suggest a possible fraud sale attempt.

• Geofencing: Using software technology to create a virtual geographic boundary, which enables the software to trigger a (transaction decline or warning flag) response when the cardholder’s information is outside of a particular area.

• Address Verification Service (AVS): allows you to match the billing addresses provided by cardholders with those on-file at the issuing bank. Mismatched billing information suggests fraudulent activity.

• Card Verification Value (CVV) Verification: The three (3) to four (4) digit number is printed on the to help verify if the cardholder is truly in possession of the card. On VISA and MasterCard, the three (3) digit CVV is located on the back of the card; on AMEX, a four (4) digit CVV is found on the front, above the card number.

CHARGEBACKS OR DISPUTES DUE TO FRIENDLY FRAUD Friendly fraud is a post-transactional concern as it only gets ‘classified’ as fraud after the transaction is complete and the cardholder files a dispute. In most cases, the product is already with, or the services have already been fulfilled to the cardholder. The primary response to combat friendly fraud is to ensure you always hold compelling evidence to prove the transaction was legitimate and should be upheld by the issuing bank. This can include: • Purchase Order Forms; • Tracking numbers; • Credit Card Authorization Forms; • Maintaining Communications logs between you, your employees, and the cardholder; • Proof the cardholder possesses the product (photographs, social media posts, etc.); • Delivery confirmation for items shipped to an address, with matching AVS; Please contact us at 1 844 780 9293, or your dedicated PSP client representative as soon as you’re made aware of a chargeback or dispute, or if you have concerns on a potential sale so we may better assist you.
What can I do to contest the chargeback?
Knowing the best practices to contest a chargeback or dispute is a huge advantage when it comes to protecting your business from financial risk, or other means of operational harm. When contesting a chargeback or dispute always remember the more compelling evidence you can provide the better your chances are of proving the sale was legitimate. To contest a Chargeback or Dispute the following can be provided: • Documentation to prove the cardholder is in possession of, or using, the goods sold; • Documentation to prove you fulfilled services to the cardholder, as agreed; • Proof of a signed delivery form as proof goods were picked up at your business location; • Proof of delivery to the cardholder’s address; and/or, • Proof that the transaction was completed by the cardholder whose name is indicated on the payment card

Please contact us at 1 800 848 2974, or your dedicated PSP client representative as soon as you’re made aware of a chargeback or dispute, or if you have concerns on a potential sale so we may better assist you.
What are the fees associated with an Internet VISA/MasterCard Merchant Account?
There is a Merchant Discount Rate (MDR), which is based on your average monthly VISA, MasterCard dollar volumes and the dollar size of your average transaction.
Are there additional fees?
Other fees such as set-up, per transaction and monthly fees are dependent on what type of Merchant Account you require and how the transactions will be transmitted. To get specific fees for your particular application, please contact PSPCS directly.
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