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FAQ

Frequently asked questions about chargebacks.

A chargeback is when a consumer is unable to settle a return/refund of a credit card transaction with the Resolute Payments directly and contacts their credit card issuer to dispute the sale. A cardholder may dispute a transaction for a number of reasons such as a billing error, non-receipt of goods/services, fraud, goods/services not as described, etc. MasterCard, VISA, and Discover cardholders have 180 days (6 months) from transaction date to dispute a charge, American Express cardholders have one year from transaction date to dispute. The credit card issuer along with the processor will act as a mediator in resolving the dispute. Once a chargeback is issued, funds are immediately debited from the Resolute Payments’s bank account and are temporarily held by the processors acquiring bank in a reserved account while an investigation is underway. The Resolute Payments is then notified and is given the opportunity to provide an explanation and any additional support backing their claim. A resolution can take up to 30 days. A retrieval request is an inquiry by a consumer’s issuing bank for specified information pertaining to a transaction made to a ReverseMyFees. Unlike chargebacks, funds are not debited once a request is initiated. However, failing to fulfill a retrieval request will result into the request converting into chargeback.

Review your records and locate any documentation related to the charge. You may know the customer and can try to resolve the dispute directly as it could possibly be a misunderstanding. If so, try contacting them. You will receive a notification via fax or mail including all information pertaining to the transaction, including a case number which must be included in your response. Your response should be as detailed as possible. If further assistance is needed, please call our customer service line. First Data and TSYS’s chargeback departments can also be reached for the most up to date status updates made on cases.First Data Chargeback Department: 800-672-5008 TSYS Chargeback Department: 866-276-4181

A chargeback penalty fee is incurred to the ReverseMyFees for each incoming chargeback even if a chargeback is decided in favor of the ReverseMyFees. Excessive incoming chargebacks also count against your threshold which in turn can become a deciding factor to all credit processing providers to service your business.

We offer Resolute Payments the ETHOCA service, a chargeback reduction program as an alternative to help Resolute Payments actively keep track of chargebacks. Through this program, you are notified of chargebacks prior to them being officially submitted and in thus providing the ReverseMyFees an opportunity to resolve the issue in real time without it counting against the ReverseMyFees’s chargeback threshold.

  • We suggest ReverseMyFeess to keep track of all sales receipts and any terms and conditions they may require their customers/clients to sign at the time of purchase up to a year.
  • For individual sales over $1,000, obtain an imprint of credit card used.
  • For delivered goods, we recommend shipments be made to billing address used in transaction. We also suggest including a signature receipt when received.
  • In the event of suspicious activity, verify with the cardholder’s issuing bank of any fraudulent activities on the card prior to servicing or provide goods to customer. If cardholder cannot be verified and transaction has already processed, issue refund right away.

FAQ's PCI Compliance

The Payment Card Industry (PCI) Data Security Standard (DSS) is a set of requirements for enhancing payment account data security. These standards were developed by the PCI Security Standards Council, which was founded by American Express, Discover Financial Services, JCB International, MasterCard Worldwide and Visa, Inc. to facilitate industry-wide adoption of consistent data security measures on a global basis. The standard aims to increase awareness and promote best practices in the handling of sensitive information as a means to minimizing identity theft and fraudulent transactions.

No. The framework of the PCI data security standards has existed in different forms for some time now and continues to evolve. You may be more familiar with the payment brands programs that promote the adoption of the PCI DSS, which are below:

Yes, all Resolute Payments, whether small or large, are required to be PCI compliant. The payment brands have collectively mandated PCI DSS compliance for any and all organizations that process, store or transmit payment cardholder data. Inherent in having a ReverseMyFees account is the ability to handle cardholder data.

No. Use of a PCI compliant payment application is one aspect of the many PCI DSS requirements, which cover handling of sensitive data. Currently, the PCI DSS lists twelve requirements. These requirements are organized around the following principles:

  • Build and maintain a secure network
  • Protect cardholder data
  • Maintain a vulnerability management program
  • Implement strong access control measures
  • Regularly monitor and test networks
  • Maintain an information security policy

If you choose not to complete the self-assessment questionnaire (and applicable network scans) you may overlook certain data security practices that minimize your risk of a security breach. In the event that your business is compromised, you may be subject to substantial fines per payment brand. These fines would be in addition to the expenses and fraudulent transactions resulting from the breach

We have established a relationship with PCI COMPLIANCE, LLC, a leading provider of PCI audit and scan services. PCI COMPLIANCE, LLC service includes: assistance in determining which version of the Self-Assessment Questionnaire is appropriate for your business; administration of any applicable network scans; guidance on any necessary remediation efforts; and certification and validation of your account’s compliance. These GOTPCI services are available to you as part of our PCI Compliance Assistance Service Program. You can take advantage of this opportunity by enrolling with PCI COMPLIANCE, LLC via the web site www.resolutepayments.com/pci.

The PCI compliance certificate is valid for one year from the date the certificate is issued. To maintain your compliance, you are required to complete the PCI DSS self-assessment questionnaire annually and conduct any applicable network scan on a quarterly basis.

If you have already been PCI DSS certified or if you choose to use another QSA/ASV, please submit your certification documentation to us via e-mail at pci@resolutepayments.com or fax to 877.659.9936

FAQ's Terminal Trouble Shooting

ICT220 TERMINAL

Video demonstration on how to change date and time on ICT220 only.

VERIFONE TERMINAL 
1. PRESS THE ENTER BUTTON (THE GREEN BUTTON)
2. PRESS THE BUTTON THAT’S NEXT TO SETUP
3. ENTER PASSWORD PRESS 1 THEN THE ALPHA BUTTON PRESSED TWICE(THE LITTLE BLACK BUTTON IN THE MIDDLE OF THE PURPLE BUTTON) 66831
4. PRESS THE FIRST PURPLE BUTTON ON THE LEFT UNTILL YOU SEE DATE AND TIME
5. PRESS THE FUNCTION BUTTON NEXT TO DATE AND TIME
6. ENTER THE DATE THEN THE TIME
7. ONCE YOU ARE DONE JUST PRESS THE RED BUTTON

PAX S80
1. Press the MENU key.
2. Choose Option 5 System
3. Select option 1 Date & Time – Set Time
4. Enter the date and time
5. Press enter to go to the next line
7. Press enter afterwards to return to the time screen
8. Press the cancel key to return to the main screen.

INGENICO ICT220 /ICT250
1. PRESS THE F KEY ABOVE THE RED BUTTON
2. ENTER PASSWORD 1234562F(ONCE YOU PRESS THE F KEY IT WILL TURN 2 INTO A)
3. PRESS 0 FOR TALIUM MANAGER
4. CHOSE INITIALIZATION
5. THEN PARAMETER
6. PRESS THE F2 BUTTON TO GO DOWN THE MENU AND CHOSE DATE AND TIME
7. ONCE YOU INPUT THE DATE OR TIME IT WILL SEND YOU BACK TO THE MENU SCREEN
8. PRESS THE RED BUTTON UNTIL YOU SEE THE MAIN SCRREN

PAX S80
1. Press the FUNC button.
2. Choose Option 2 Batch.
3. Choose Option 1 Batch Close.
4. Terminal will close the Batch. 

VERIFONE TERMINAL
1. PRESS THE FIRST PURPLE BUTTON ON YOUR LEFT HAND SIDE
2. PRESS THE FUNCTION KEY NEXT TO SETTLE
3. IT WILL AUTOMATICALY START’S TO DIAL OR TRANSMIT

INGENICO ICT220 /ICT250
1. PRESS THE NUMBER 7 OR 8 DEPENDING ON YOUR PLATFORM (IF YOUR MID START’S WITH 153 PRESS 7 IF YOUR MID START’S WITH A 5 PRESS 8)
2. IT WILL ASK YOU IF YOU WANT TO CLOSE OUT THE TERMINAL PRESS YES (F1 BUTTON),
3. ONCE IT TRANSMIT YOUR BACTH IT WILL ASK YOU IF YOU LIKE A COPY PRESS YES

Read more about PAX S80

Swiped/Keyed Sale • Swipe the Credit Card, OR • Enter the card number into the terminal using the number keys. • Enter the expiration date. • Enter the Transaction Amount. If keyed, the terminal will ask: • Terminal will ask if card is present input correct answer. • Enter the CVV Number when Prompted. • Enter the Zip Code information if requested. • Terminal will say Processing on screen. • Terminal will return Approved, Declined or an Error and Print a Receipt. • Press CANCEL if you don’t want the Customer Copy of the receipt to print.

Swiped/Keyed Refund • Press the F4 button to change the transaction type to Return. • Swipe the Credit Card, OR • Input the card number into the terminal using the number keys • Enter the expiration date. • Enter the Return Amount. If keyed, the terminal will ask: • Terminal will ask if card is present input correct answer. • Enter the CVV Number when Prompted. • Enter the Zip Code information if requested. • Terminal will say Processing on screen. • Terminal will return Approved, Declined or an Error and Print a Receipt. • Press CANCEL if you don’t want the Customer Copy of the receipt to print.

Void a processed sale • Press the FUNC key on the terminal. • Scroll up to option 7. Void on the Function Menu. • Enter the Terminal Password. (Today’s date in MMDDYYYY format) • Enter the Transaction Number. • The Terminal will display the transaction, if it’s the correct one, press ENTER if not, press CANCEL. • Terminal will ask if you want to Void that transaction, if Yes Press ENTER, if you don’t than press CANCEL. • Press Cancel if you don’t want the Customer Copy of the receipt to print.

Manually Batching (Settling) • Press the FUNC button. • Choose Option 2 Batch. • Choose Option 1 Batch Close. • Terminal will close the Batch.

Running Reports • Press the FUNC key. • Choose Option 1 Report • If required, enter system password. (MMDDYYYY) • Terminal will print the Default Report.

Change time and date • Press the MENU key. • Choose Option 5 System • Select option 1 Date & Time – Set Time • Enter the date and time • Press enter to go to the next line • Press enter afterwards to return to the time screen • Press the cancel key to return to the main screen.

Debit Sale (EMV & Swipe)
1. Press [OK] (green) key
2. Select 1- Sale
3. Enter Amount and press OK
4. Pass terminal to the customer
5. Customer swipes or inserts card number
6. Customer selects the language if EMV card is inserted
7. Customer selects the payment method if EMV card is inserted
8. Customer confirms the selected application if EMV card is inserted
9. Customer Presses YES at the confirm amount prompt
10. If Cash Back is desired customer enters amount and presses OK
11. If No Cash Back customer presses NO
12. If Surcharge does apply, customer selects YES to accept the surcharge amount.
13. Customer presses NO at the Surcharge prompt to cancel the transaction
14. Customer presses Accept at the confirm prompt
15. Customer selects the Account Type
16. Customer enters the PIN
17. Customer passes the terminal to ReverseMyFees
18. After transaction completed, the receipts will be printed

Credit Sale ( EMV & Swipe)
1. Press [OK] (green) key
2. Select 1- Sale 
3. Enter Amount and press OK
4. Pass terminal to the customer
5. Customer swipes or inserts card
6. Customer selects the language if EMV card is inserted
7. Customer selects the payment method if EMV card is inserted
8. Customer confirms the selected application if EMV card is inserted
9. Customer Presses YES at the confirm amount prompt
10. Customer presses Accept at the confirm prompt
11. Customer enters the PIN if EMV card required PIN entry
12. Customer passes the terminal to ReverseMyFees
13. After transaction completed, the receipts will be printed.

Manual Credit Sale
1. Press [OK] (green) key
2. Select 1- Sale 4. Enter Amount and press OK
3. Pass terminal to the customer
4. Customer manually enters the card number
5. Customer enters the expiry date
6. Customer Presses YES at the confirm amount prompt
7. Customer presses Accept at the confirm prompt
8. Customer passes the terminal to ReverseMyFees

Credit Pre-Auth (EMV & Swipe)
1. Press [OK] (green)
2. Select 2- Pre-Auth
3. Enter Amount and press OK
4. Pass terminal to the customer
5. Customer swipes or inserts card
6. Customer selects the language if EMV card is inserted
7. Customer selects the payment method if EMV
8. Customer confirms the selected application if EMV card is inserted
9. Customer Presses YES at the confirm amount prompt if EMV card is inserted
10. Customer enters the PIN if EMV card required PIN entry
11. Customer passes the terminal to ReverseMyFees
12. After transaction completed, the receipts will print.

Manual Credit Pre-Auth
1. Press [OK] (green) key
2. Select 7- Pre-Auth
3. Enter Amount and press OK
4. Pass terminal to the
5. Customer manually enters the card number
6. Customer enters the expiry date
7. Customer passes the terminal to ReverseMyFees
8. After transaction completed, the receipts will be printed.

Debit Return (EMV & Swipe) 
1. Press [OK] (green) key
2. Select 4- Return
3. Enter Amount and press OK
4. Pass terminal to the customer
5. Customer swipes or inserts card
6. Customer selects the language if EMV card is inserted
7. Customer selects the payment method
8. Customer confirms the selected application
9. Customer Presses YES at the confirm amount prompt
10. Customer selects the Account Type
11. Customer enters the PIN
12. Customer passes the terminal to ReverseMyFees
13. After transaction completed, the receipts will be printed.

Credit Return (EMV & Swipe)
1. Press [OK] (green) key
2. Select 4- Return
3. Enter Amount and press OK
4. Pass terminal to the customer
5. Customer swipes or inserts card
6. Customer selects the language if EMV card is inserted
7. Customer selects the payment method
8. Customer confirms the selected application if EMV card is inserted
9. Customer passes the terminal to ReverseMyFees
10. After transaction completed, the receipts will print.

Manual Credit Return
1. Press [OK] (green) key
2. Select 4- Return
3. Enter Amount and press OK
4. Pass terminal to the customer
5. Customer manually enters the card number
6. Customer enters the expiry date
7. Customer passes the terminal to ReverseMyFees
8. After transaction completed, the receipts will be printed.

Credit Void
1. Press [OK] (green) key
2. Select 5- Void
3. Select NO at the Void Pre-Auth prompt.
4. Press the key that corresponds to the desired search option in
5. Enter the field that the terminal is asking for from the original receipt.
6. Verify the information on the screen and press OK
7. Press [F4] (Select) to select the transaction.
8. Press [OK] at confirm void amount prompt.

Debit Void
1. Press [OK] (green) key
2. Select 3- Void
3. Select NO at the Void Pre-Auth prompt.
4. Press the key that corresponds to the desired search option in the SEARCH
5. Enter the field that the terminal is asking for from the original
6. Verify the information on the screen and press OK
7. Press [F4] (Select) to select the transaction.
8. Pass terminal to the customer
9. Customer swipes or inserts card
10. Customer selects the language if EMV card is inserted
11. Customer selects the payment method
12. Customer confirms the selected application
13. Customer presses YES at confirm void amount prompt.
14. Customer enters the PIN
15. Customer passes the terminal to ReverseMyFees
16. After transaction completed, the receipts will be printed.

Credit Force (EMV & Swipe)
1. Press [OK] (green) key
2. Select 6- Force
3. Enter Amount and press OK
4. Pass terminal to the customer
5. Customer swipes or inserts card
6. Customer selects the language
7 . Customer selects the payment method
8. Customer confirms the selected application
9. Customer passes the terminal to ReverseMyFees
10. ReverseMyFees enters the Approval Code at the Enter Approval Code prompt
11. After transaction completed, the receipts will be printed.

Pre-Auth Completion
1. Press [OK] (green) key
2. Select 3- Pre-Auth Completion
3. Press the key that corresponds to the desired search option in the SEARCH menu.
4. Enter the field that the terminal is asking for from the original pre auth receipt.
5. Verify the information on the screen and press OK
6. Press [F4] (Select) to select the transaction.
7. Press [F1] (Accept) to confirm the sale amount or press [F4] (Change) to change the sale amount.
8. If [F4] (Change) is selected in the previous step, enter the new sale amount and press OK
9. After transaction completed, the receipts will be printed.