FAQ

Your questions, Our answers

Hardware / Software

Are the card machines brand new?
Yes, all machines are built to order direct from the manufacturer.
Will I get a new card machine?
Yes, unless you have an integrated Epos system.
What if I have previously outright purchased my card machine?
Please speak with us first to ensure compatibility.
What if I have an integrated Epos system (till system)?
If you have an integrated Epos solution in place that you are happy with, nexpay will liaise with your current hardware suppliers and look to simply switch the merchant account. Alternatively, if you feel that you would need an upgrade, speak with a consultant to discuss your needs.
What’s involved with e-commerce?
Online payments consist of three elements. A shopping cart, payment gateway and merchant account, to check compatibilities, speak with an advisor.
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.
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.

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.

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.
When can I expect my account to be up and running?
Once the application has been processed typically 3-5 working days.
What is a Virtual Terminal?
An online facility that allows you to take over the phone payments from any location.
Do I have lots of paperwork to fill in?
Our helpful and friendly applications team will contact you for details so that they complete all paperwork and applications on your behalf; keeping you informed as the process moves forward, saving you time and effort.
How long will we be in contract with you for?
The contract length is entirely up to you, we offer different contract lengths depending on your preference.
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 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.
How do I know if this is the best account structure for me?
When speaking with your account manager, they will run through a comprehensive breakdown of your fees and savings, making it easy to make an informed decision on how to proceed.
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’ve been quoted rates elsewhere, they look cheaper.
Lower rates doesn’t always mean a cheaper overall tariff as there are many different factors and charges that are applied to an account. Our analysts will produce a tariff comparison breakdown and send you the report to help decide.
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 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.
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 are Certified Documents?
Copies of original documents that have been signed, dated and verified by someone in a position of authority. E.g. Police Officer, Accountant, Bank Official, Post office etc.
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 a Minimum Monthly Service Charge?
The amount that a merchant will be charged if their monthly processing fees are lower than that agreed with the acquiring bank.
What is MMS (Merchant Management System)?
Online software that merchants can log into to view and manage transactions made through the payment gateway or virtual terminal.
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 Client Line Fee?
A fee charged for access to online reporting and statements – typically 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.
Contact Us