How do I complete my EOD (End of Day) Banking Procedure / Settlement (Also referred to as BATCHING your terminal) ?
Select Menu > Totals > End of Day (swipe supervisor card) > End of Day > Enter
When can I perform a CNP (Customer Not Present) transaction?
You can only process CNP transactions if this was set up during your application. Please call the Customer Helpdesk on 01908 354 500 if you want to check whether your account has been set up to accept CNP transactions.
How can I perform a CNP transaction?
Enter sale amount > Enter > Input Full card number > Enter > Input Expiry date MMYY > Enter > " Is the customer present?" > Enter > Input CVV2 > Enter > Input postcode (numbers only) > Enter > Input Address door number > Enter > Sale should start processing.
What do I do if a REFERRAL message is displayed?
If your terminal displays a referral message, please call Elavon Merchant Services Authorisation line on 0345 850 0197. You will then need to call our Customer Helpdesk on 01908 354 500 to process the authorisation.
What do I do if an AUTHORISATION message is displayed?
If your terminal displays an AUTHORISATION message, please call Elavon Merchant Services Authorisation line on 0345 850 0197. You will then need to call our Customer Helpdesk on 01908 354 500 to process the authorisation.
How do I know if a transaction was successful?
When a transaction is successful, an Authorisation code and approval receipt will be generated. Please call Elavon Merchant Services Authorisation line on 0345 850 0197 if you wish to check the transaction.
What do I do if my terminal fails to Batch?
This can happen for a number of reasons from connection issues to issues with your acquirer. Please revert to connection errors for a solution and if the issue persists, please call the Customer Helpdesk on 01908 354 500
What do I do if I get an INVALID CARD error?
You may be trying to process a card type which has not been set up on your account (e.g. AMEX or Diners International). Please call the Customer Helpdesk on 01908 354 500.
What do I do if my terminal is failing to connect? Ingenico Desktop: ICT250
Disconnect the power cable from your terminal > leave for 10 seconds > plug the terminal back in > Main menu should be displayed > Insert any credit or Debit card and test a 1p transaction sale > If the problem persists, please call the Customer Helpdesk on 01908 354 500.
What do I do if my terminal is failing to connect? Ingenico Portable: IWL251 / IWL252
Take the terminal off charge > Hold down the YELLOW clear key AND the FULL STOP key at the same time to switch off the terminal > Leave for 10 seconds > Hold down the GREEN enter key to power on > Main menu should be displayed > Insert any credit or Debit card and test a 1p transaction sale > If the problem persists, please call the Customer Helpdesk on 01908 354 500
What do I do if my terminal displays an INVALID PROFILE error?
There is an issue with your merchant account. Please call the Customer Helpdesk on 01908 354 500
What do I do if my terminal displays an ALERT IRRUPTION error?
‘Alert Irruption’ means the terminal can no longer be used to accept transactions. Inside your card machine there is an anti-tamper proof device. If the card terminal feels it is being tampered with or if the terminal suffers a hard impact, the anti-tamper proof device will trigger and shut the terminal down. Your terminal will need to be replaced. Please contact the Customer Helpdesk on 01908 354 500.
Why am I being charged for PCI fees?
Payment Card Industry Data Security Standard (PCI DSS) is a global security initiative designed to protect your business, your customers and the banks. Created by the major card schemes, PCI DSS is a set of mandatory requirements that apply to all businesses taking credit and debit card payments, regardless of their size or transaction volume.
What are PCI non-compliance fees?
It is important that your PCI compliance is renewed annually as the financial implications of a breach can destroy customers of any size. All acquirers impose financial penalties for non-compliance. You can stop these charges and mitigate risk by maintaining compliance and providing verification and certification as required by the industry.
How can I renew my PCI ?
You need to complete the self-assessment questionnaire (SAQ) annually with Trustwave which can be reached at www.trustwave.com. If you have any difficulty, please call Trustwave on 0800 917 8986 and they will be able to talk you through it. N.B check your junk folder as you may have already received a reminder from Trustwave
How do I change my Address or Bank Details?
Please download and complete the necessary forms in the CHANGE OF DETAILS section in Technical Support or www.retailmerchantservices.co.uk/resources/change-of-details. PLEASE NOTE: Due to data protection, we are unable to change any details over the phone
Why am I receiving 2 bills and 2 Direct Debits?
On your bank statement, you will see 2 sets of periodic charges for your card processing services. Your Acquirer charges, which include card processing and PCI fees, are processed monthly and will show on your statement as EMS (Elavon Merchant Services). Your RMS membership fees, which include your terminal/s, are processed quarterly and will show on your statement as RMS (Retail Merchant Services).
Card Types Acceptance
You can accept any UK or International card displaying a VISA, Mastercard or Maestro logo. AMEX (American Express) and Diners International card acceptance require additional account set up, please call our Customer Helpdesk on 01908 354 500 who will be happy to set this up for you.
Contactless card payments - ICT250 and IWL250
Our Ingenico terminals are all able to accept contactless payments. You will get an option to take a contactless payment during the sale providing the value is within the contactless limit of £30.