FAQ

Your questions, Our answers

Integrated Epos Merchant Account

Do i have to change my Epos till system and card machines?
Integrated Epos solutions are perfect for the modern retailer. Most use acquirer agnostic card machines which mean you will not have to change your Epos system or card machines.

The only aspect that will change is the merchant account that processes the payments. There is no downtime or need to replace any hardware.

We will check compatibility before any changes are made.
How do I know if I am in contract?
With integrated Epos systems, you may be in contract for the till systems and card machines.

You will only be changing the MID- Merchant Account ID. There are no contracts with merchant accounts as these are intangible, just like your Bank account.

The only notice you will have to give is 30 days. We recommend the switch is done first and when completely satisfied, we can assist with the cancellation of your old merchant account.
What paperwork is involved?
Once you are happy with our proposal, we ask for 10 minutes of your time to run through some business details. Once this has been established, we send all paperwork by E-signature.

The whole process of signing and taking information should take no longer than 15 minutes and can be done over the phone.

Card Machine & Merchant Account

What Acquirers Do Your Card Machines Support?
This depends on the manufacturer and software. We try and be as open loop as possible to support your business in the long run.

Ingenico:

Barclaycard
Worldpay
First Data
AIB Merchant Services
Elavon
Amex
Diners
Valitor

Verifone:

AIB Merchant Services
First Data
Cardnet
Global Payments
Borgun
Elavon

Verifone PAYware Ocius

All Acquiring Banks

Optomany

All Acquiring Banks

Miura M10

WorldPay
Elavon
AIB Merchant Services
First Data
BarclayCard
Are the card machines brand new?
Yes, all machines are built to order direct from the manufacturer.
What if I have previously outright purchased my card machine?
Please speak with us first to ensure compatibility.
Is there a choice of card machines?
Yes, the choice is completely up to you and your business needs, we currently supply from the largest suppliers in Europe, Ingenico, Verifone, Optomany, Pax, Miura. There are many different options to choose from which we are happy to help you decide which is best for business.
Do card machines come with contactless?
Yes, all card terminals that we supply include the latest technology and come with contactless, apple pay and android pay as standard.
How long will it take to get my merchant account and card machine?
Once you have signed the application paperwork we can often get accounts approved within 24 hours.

A typical time frame is 3-5 working days with another 2 days given for the configuration and delivery of your card machine.

The speed depends on your risk category, if the acquirer asks for further information and if all your details are correct.

We can expedite account openings if this is crucial to your business.
What are the contract lengths?
The contract length is entirely up to you, we offer different contract lengths depending on your preference. These range from 12 months to 48 months.

You will be leasing the machine so the longer the lease, the cheaper the monthly rental.

After the contract period, you will be placed on a 30 day rolling period and applicable for loyalty discounts of up to 40%
How do I know if I am in contract?
Part of our process included a due-diligence check, our applications team can look into this on your behalf, to ensure that there are no additional or hidden costs to switching.

Once you are happy with our proposal, we will find the details out and advise you where you are and what the options are
What paperwork is involved?
Once you are happy with our proposal, we ask for 10 minutes of your time to run through some business details. Once this has been established, we send all paperwork by E-signature.

The whole process of signing and taking information should take no longer than 15 minutes and can be done over the phone.
What if I’m still in contract?
We switch clients who are still in contract on a regular basis. It often turns out the amount we can save our clients far outweighs the cancellation fees.

A review is free to see how much we can save vs how much to switch, ultimately you can be the judge.

Online Merchant Account

What is an online E-Commerce merchant account?
An E-Commerce merchant account is designed to process Cardholder Not Present transactions (CNP) due to Visa and MasterCard scheme rules, only CNP transactions should be processed with this type of account.

The online merchant account will deposit funds into your business Bank account and also debit your customers Bank accounts for the items you have sold them.
What do i need to provide for an E-Commerce merchant account application?
E-Commerce merchant account applications require start ups and existing businesses the following;

- Proof of E-Commerce website. Either a test link or established website
- Deposit & advance payment details
- Proof of business bank account
- Proof of owners identity
- Terms & Conditions
- Privacy policy
- Refund policy

Before we get to this stage, a consultant would have gathered initial information that will help determine what is available to you.

Merchant account applications can take 5-14 days depending on the risk associated.
How do you know if we can switch our merchant account?
The first step is to understand if you have a "locked" or "open" acquirer agnostic payment gateway. This will establish if you can change merchant providers.

We will tell you what is possible and all the details you need to make a decision.
How long will it take to open an online merchant account?
E-Commerce merchant accounts can take slightly longer to open than traditional merchant accounts.

There are various checks acquirers will do on your shopping cart and review your terms and conditions to ensure you meet minimum guidelines to trade online.

We would advise 3-14 working days to open these accounts.

Online Merchant Account & Payment Gateway

Why do i need a payment gateway for E-Commerce payments?
A payment gateway is fundamental to E-Commerce security. It will either approve, decline or refer a transaction. With this, it will also initiate 3D secure to qualify the transaction taking place.
How do E-Commerce payments work?
E-Commerce payments consist of three elements. A shopping cart, a payment gateway and an online merchant account.

All three are required in order for a website to process a payment.

The shopping cart takes the order total and pushes this to either a hosted or direct integrated Payment Gateway.

The payment gateway will authorise the successful sale and check the card holder details to minimise card fraud.

Once this is completed, the merchant account will debit the card holder and credit the merchant. For international sales, the merchant account could utilise multi currency or dynamic currency conversion in conjunction with the payment gateway and shopping cart.
What payment gateway should i use for my E-Commerce website?
To future proof your online business, we would recommend you use an acquirer agnostic payment gateway. This means that you have a rage of acquiring Banks that will be compatible with your E-Commerce website. You will then be able to utilise Banks such as:

Barclaycard
WorldPay
AIB Merchant Services
Cardnet
Global Payments
Elavon
First Data
Borgun
Valitor
Credorax

There are plenty of other Acquiring Banks other than the ones listed but an agnostice payment gateway will give you a lot more choice in the future should you wish to switch online card payment providers.

Other payment gateways such as Stripe and Braintree are popular, but you will be locked into their system with the transaction fees.

If you did decide to take advantage of new technology or transaction savings, changing your payment gateway is a costly process in development time and could lead to downtime switching.
What is an online E-Commerce merchant account?
An E-Commerce merchant account is designed to process Cardholder Not Present transactions (CNP) due to Visa and MasterCard scheme rules, only CNP transactions should be processed with this type of account.

The online merchant account will deposit funds into your business Bank account and also debit your customers Bank accounts for the items you have sold them.
What do i need to provide for an E-Commerce merchant account & payment gateway application?
We will either be providing you with an E-Commerce merchant account and payment gateway or just a payment gateway.

The details vary per service. Listed below are the details required for each element;


E-Commerce merchant account and payment gateway:

- Proof of E-Commerce website. Either a test link or established website
- Deposit & advance payment details
- Proof of business bank account
- Proof of owners identity
- Terms & Conditions
- Privacy policy
- Refund policy
- Website address
- Direct Debit details
- Forecast transactions
- Currency options

Payment gateway

- Website address
- Direct Debit details
- Forecast transactions
- Currency options

Before we get to this stage, a consultant would have gathered initial information that will help determine what is available to you.

Merchant account applications can take 5-14 days depending on the risk associated and payment gateways 24hrs to 1 week.
What is 3D Secure?
A fraud prevention scheme that allows shoppers to create a password, so that each time they use their card it is then verified through a website that supports the use of the scheme. It acts as the online version of chip & pin.

Most common 3d secure schemes are Verified by Visa and Masterpass
What Payment Gateway's do you provide?
We partner with many leading Payment Gateway PSP's.

The decision depends on a few factors:

- Transaction volume
- Integrations needed i.e. Zero
- Subscriptions
- Reporting

These are just a few aspects we cover when showcasing the best Payment Gateway for your business

PCIDSS Compliance

What is PCIDSS?
PCIDSS stands for payment card industry data security standards, it is a mandatory form of compliance set in place by Visa and Mastercard. It takes place as both an annual online compliance as well as enforcing best practices and behaviors to ensure that you keep your customers card data safe and disposing of it correctly.
Why do I need to be compliant?
Becoming compliant demonstrates that you handle all card payments securely and are protecting your customer’s data, covering the business in the event of a breach, acting like an insurance policy.

Depending on your Acquiring Bank and PCI vendor, you may receive financial support up to £60,000 per incident, just by becoming compliant. whereas a typical breach costs between £20,000 to £40,000 and can run much higher depending on the number of cards compromised and you will be liable.

This also means that you won’t be charged any monthly non-compliance fees by your merchant acquiring bank.

How do I become compliant?
Who needs to complete PCI compliance?
Any Merchant who stores, processes or transmits cardholder data needs to be PCI compliant.

Merchants need to complete an online SAQ (Self Assessment Questionnaire) and may need to run a scan on their system to validate their compliance.
We use a third party Payment gateway to process our payments, do I need to do anything?
If your customers are redirected to a third party payment gateway to enter their card details, you need to ensure that they are PCI Compliant.

If your customers are entering their card details directly onto your website then you are responsible for redirecting them to the third party gateway for processing and must keep your website secure and up to date with the latest requirements.
How many requirements are there for PCIDSS?
There are a total of 12 requirements setting out all policies and procedures that businesses need to follow to become PCI Compliant. How many requirements you need to adhere to will depend on which SAQ you are required to complete.
What is cardholder data?
When it comes to PCI Compliance, cardholder data is classed as the Primary Account Number (PAN), cardholder name, expiration date or the three digit security code.
What is a Non-Compliance fee?
Visa and MasterCard fine acquiring banks if a fraud breach occurs with a non-compliant business. In turn, acquiring banks place a monthly PCIDSS non-compliance fee if a business has not completed their annual assessment. If you would like help or guidance for your compliance, speak with one of our PCIDSS specialists.

Virtual Terminal

What is a Virtual Terminal?
An online facility that allows you to take over the phone payments from any location.
How do I know if I am in contract?
Part of our process included a due-diligence check, our applications team can look into this on your behalf, to ensure that there are no additional or hidden costs to switching.
What reporting is available?
Every Virtual Terminal will come with an admin center to view all successful, failed or referred transactions. the MMS is the admin and reporting aspect that will give you insight and data of your sales which is customisable and will often work with accounting software such as Zero.
What Virtual Terminals do you provide?
We partner with many leading Virtual Terminal PSP's.

The decision depends on a few factors:

- Transaction volume
- Integrations needed i.e. Zero
- Subscriptions
- Reporting

These are just a few aspects we cover when showcasing the best Virtual Terminal for your business

Merchant Account & Virtual Terminal

What reporting is available?
Every Virtual Terminal will come with an admin center to view all successful, failed or referred transactions. the MMS is the admin and reporting aspect that will give you insight and data of your sales which is customisable and will often work with accounting software such as Zero.
How do I know if I am in contract?
Merchant Account's are all based on a 30 day cancellation period. Virtual terminals can have contracts but should only be on 12 month initial contracts as you are using SAAS- Software As A Service.

Migrating both merchant accounts and virtual terminals are an easy process. We would first set up your new services and then at a time that is convenient to you, provide access to the new virtual terminal and merchant account for you to start using.

Once happy, we can simply cancel down the old virtual terminal and account

General

What is a ‘Merchant Acquirer/Bank’?
A bank or financial institution that processes credit or debit card payments on behalf of a merchant. The term acquirer indicates that the merchant accepts or acquires credit card payments from the card-issuing banks within an association. The best-known (credit) card associations are Visa, MasterCard, Discover, American Express, Diners Club, Japan Credit Bureau and China UnionPay.
What is a ‘Merchant’?
A business owner who processes card payments, either over the phone (Card not Present), by card machine (Card Present) or Ecommerce.
What is a ‘Card Issuer’?
The issuer is typically a bank or other entity authorised to conduct financial services that provides card association branded debit or credit cards. This will include high street banks (RBS, Lloyds, HSBC, Barclays, etc), monoline issuers (MBNA, Capital One, etc) and other large corporates who have entered financial services, notably super-markets (Tesco, Sainsbury, Marks & Spencers, etc).
Who are in the ‘Card Schemes’?
There are 5 schemes which are Visa, MasterCard, American Express, JCB and Diners Club. All merchant acquirers will be a member of one or more of these schemes.
What is Interchange?
Interchange is a term used in the payment card industry to describe a fee paid between banks for the acceptance of card based transactions.
What are scheme Fees?
Scheme Fees represent a charge the banks are required to pay to Visa and MasterCard in order to be a member and process the card types.
What is a merchant account?
A merchant account is where card payments are processed between the transaction at the card machine / Virtual Terminal / payment gateway, so that the funds can then be deposited into the business’ bank account.
Will this have any effect or my business or my business bank account?
Your business bank account will not change and we ensure no down time during the switch of your card machine and/or merchant account.
My supplier is also my bank, can I switch away?
Yes. Your business bank account is separate to your merchant acquiring bank and you are free to switch to another provider for your payment services without any effect to your business bank account.
I’m part of a group of companies, what can you do for me?
nexpay specialise in organising group and network deals, speak to an advisor to see what we can organise.
What is an Authorisation Fee?
A charge made to the merchant for each individual transaction they process across all card types. Typically priced as pence per transaction for checking funds are available in customers accounts before authorising.
What is a Chargeback?
This is a charge to the merchant when a disputing customer challenges a payment, which means that the money will be returned to the customer.
What is a MID (Merchant Identification)?
An account number issued by acquiring banks to merchants. This is required for all types of merchant accounts, whether you have a PDQ, Ecommerce or Virtual Terminal account.
What is CNP?
Customer Not Present - This is used in relation to where a card transaction is processed where the customer is not physically present, eg over the phone.
What is MOTO?
Mail Order & Telephone Orders – A term used where card details are taken either by telephone or mail order.
What is a Premium Charge?
A ‘Premium Charge’ is exclusively a term used by WorldPay to define non-standard consumer card processed transactions.
What is an Exception Fee?
A term used to describe non-standard consumer card processed transactions.
What is a Data Security Fee?
A fee implemented by a number of acquirers to cover PCIDSS management.
What is a Non-Qualified Fee?
A term applied where a CNP transaction has been completed through a customer present account – typically found with First Data & Cardnet.
What is a Monthly Maintenance Fee?
A fee associated with PCIDDS management – typically First Data & Cardnet.
What is a non-secure transaction?
A term Barclaycard typically use for CNP type transactions.
What is UK Base24?
The term GlobalPay use for Authorisation Fees.
What is Dial Auth?
The term Elavon use for Authorisation Fees.
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