Support


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Quick Start Guides

Quick Reference Guides


FAQs

Q: What do I need to have available when I call Customer Service?

A: Please have your Merchant ID number as well as Business name and address available. Depending on the reason for the call and information that you are requesting, for security purposes and your protection, you may be asked to provide additional information.

Q: When will I receive payment?

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Q: What is my password to open my emailed statement?

A: Your password is the last 4 digits of your Merchant ID. If your statement is provided at the location level, the password will be the last 4 digits of your 11 digit Merchant ID. If your statement provided at the corporate level, the password will be the last 4 digits of your 7 digit Merchant ID.

Q: What is Interchange?

A: Interchange is the whole sale cost that Visa and MasterCard charge companies like First Data for every card transaction that is processed. First data bases our rate (discount rate) on the lowest possible cost that Visa and MasterCard charge and when a card is processed in such a way that results in a higher cost, we need to charge the difference between the lowest cost and what we (First Data) were actually charged for processing the transaction. Examples of transactions that may qualify at a higher rate include but aren’t limited to; manually (key) entered transactions, corporate card, rewards cards, etc.

Q: Can I view my account information online?

A: Yes, you can enroll in Business Track, our free online reporting tool by going to www.businesstrack.com and clicking on “Enroll”. Within Business Track there are multiple tools that can assist you in managing your business.

  • Clientline Reporting – View Transaction, Funding/Deposit, Chargeback, and Fee information via online screens or scheduled reports that can be delivered to you automatically by fax or email on a regular basis (daily, weekly, monthly, etc.) Information is updated 7 days a week and displays information for the prior day’s activity and also allows you to view information for up to 6 months (detail) and 12 months (summary).
  • Dispute Manager – View, respond to, and manage customer disputes (chargebacks and retrievals).
  • Merchant Alerts – Offers over 12 different types of funding and dispute notifications that are sent regularly via email.

Q: The screen shows Commserver and Softpay. How do I get to my purchase screen?

A: Touch “Softpay” on the screen. If your POS device is not touchscreen, press the button next to “Softpay”.