Did you just get a Clover point of sale, or are looking to add one to your business?  Clover offers a standard 1-year manufacturer’s warranty which is full replacement coverage for hardware defects.  Clover also has an extended warranty option that lengthens that coverage to 3 years and includes accidental damage coverage.  Clover Care can be added to your Clover device(s) at the time of purchase or any time during the initial 1-year manufacturer’s warranty.  Once enrolled in Clover Care you have no additional out-of-pocket expenses and with just one call you can have your replacement device as soon as the next day.  If you have a Clover System or are looking to add one Clover Care may be just the thing to give additional peace of mind.

Clover’s standard warranty is about what you would expect from any hardware provider.  Full replacement coverage for any manufacturing issues.  Most hardware issues are going to be noticed in a short time after setting up the system.  Once up and running for a couple of months you generally are not going to run into any major hardware failures, however, whether you run into issues small or large Clover can replace your device about day to keep you up and running.  Extending this coverage does more than just extend the standard warranty time.

Stepping up to Clover Care does add an additional 2 years to the standard warranty however it adds much more than that.  Clover Care also includes accidental coverage for the full three years, extending the original warranty’s coverage.  This additional coverage means your device can be placed up to three times with no additional fees.  Accidental coverage really increases the protections for your business by covering not sure manufacturers’ issues but also including damage caused by customers or employees.

Adding Clover Care does not need to be done only at the time of purchase.  Clover gives you the option to add Clover Care anytime during the standard 1-year manufacturer’s warranty.  This gives the business a chance to try the system and decided if that additional coverage is worth the extra cost.  For some companies, it’s going to be better to cover the risk of replacement themselves, where others might be in a situation where accidental damage is potentially more likely.  The nice thing about adding the extended coverage early is that your accidental coverage starts earlier.

Once enrolled in Clover Care you can receive up to 3 replacements during the 3-year period with no out-of-pocket costs.  Clover devices range anywhere from $350 to $1600 and deployment and shipping costs can be quite costly when looking at overnight deployment.  In contrast, Clover Care can be added for as little as $80 on some devices.  So, for one lower warranty price, you are getting up to 3 overnight replacements over 3 years.

It’s up to you if Clover Care is right for your business, but it’s certainly worth asking about pricing for your given hardware setup so you can weigh the risks and rewards of having that additional coverage.  Are things like overnight deployment at no additional cost or the extended and accidental protection worth a little more money upfront?  At this point, you should have a fairly good idea of the program and how valuable those protections are for your particular situation.  As always if you have any questions about Clover Care or any of the articles on our blog please reach out.

There are many great ways to use your merchant account but you should also be aware of the things you should not do with your merchant account.

1. Do not process your own credit card.
   
   While running your own credit card for $1.00 or less is considered ok for testing purposes, you should not ever run your own card for an actual sale. There are several issues with running your own card, but the most common one is a business owner trying to loan money to their business. This is a violation of not only your processing agreement, but also the card issuer rules, and in certain circumstances may be outright illegal. Even if you legitimately need to make a purchase from your own business, there is no way for the payment processor or issuer to confirm the validity of that transaction, nor to assess the risk of the individual transaction. If you need to make a purchase from your own business, pay by cash, check, or ACH directly between your bank accounts.
   
2. Do not accept payments on another person or business’s behalf.
   
   There may be times when you are asked to accept payment for goods or services provided by another party to whom you will pay with some other means. Or maybe someone you know just needs to accept one payment and does not want to open a merchant account. There are many reasons why you might be tempted or asked to accept a credit card payment for someone else, however, never do it. Once you accept that payment, you retain all the liability for that transaction. Also, fraudsters use this tactic by paying with a stolen card and getting the business that accepted it to pay them cash. When the chargebacks start coming in the business retains the responsibility but the fraudster is long gone with the actual money.
   
   Another slightly less common but still prevalent tactic used by some fraudsters is to get multiple companies to take some of their transactions for a fee. They are almost always doing illegal business and have been banned by card associations, so are turning to tricking other business owners into mixing just a few of their illegal transactions in with the business’s legitimate ones, to avoid detection by card associations. This risk for accepting these can very quickly turn from just monetary chargeback risk to actual crimes such as fraud and money laundering, depending on the transactions being mixed in with the legitimate ones. Do not ever agree to mix in someone else’s transactions with your legitimate ones.

3. Do not operate multiple businesses through your account.
   
   Running more than one business through a single merchant account can be a receipt for disaster, even if those businesses are similar and your own. Each merchant account is underwritten for a specific business with its own set of risk profiles. Two or more businesses being operated out of the same merchant account can affect how a risk department reviews your account against what it was underwritten for. Maybe you are doing a much higher volume than would be expected out of a single business, or maybe one business has much higher average tickets than the other. Inconsistencies like this will raise flags that your processor will have to address. Also, if something negative happens to one business the funds of the other could now be in jeopardy. If you had a merchant account for each business, then issues with one account don’t immediately affect the other’s ability to process payments.
   
4. Do not run your eCommerce and retail sides of your business through the same merchant account.
   
   Similar to number 3, if we break the payments industry into 3 very general business types: Retail, Restaurant, and Ecommerce, each will have unique risks, even if they are all the same business. For example, a retail brick and mortar store that has an eCommerce site is just one business, however, the retail side of the business has different risks than the eCommerce side. Likewise, a restaurant with either a retail section or an eCommerce store would want to keep each business type separated so the one account isn’t taking on the risks of all of the account types. This makes sense for accounting purposes in addition to avoiding tripping up and potentially affecting all areas of a company’s processing capabilities if something goes wrong on one account.
   
5. Do not process any payment where the approval(authorization) code was not obtained via your terminal or your processor’s authorization center.
   
   This is an extremely common fraud technique. A customer enters a business claiming to have an approval code from their issuer that needs to be entered into the terminal for the payment to be accepted, sometimes they even pretend to be on the phone with them obtaining an authorization code after the first transaction declines.
   
   Almost 100% of the time this is an outright fraud attempt, however, there have been times when the cardholder legitimately seems to obtain an approval code.
   
   But, what should you do?
   
   Do not accept the authorization code!
   
   Even if the cardholder did somehow legitimately obtain such approval, if it does not originate through your processor, then there is no electronic or paper link to the specific sale taking place. If your processor didn’t give you the code, you do not have authorization for the transaction, full stop.
   
   We’ve seen more fraud attempts and actual fraud losses from merchants taking authorization codes from their customers and forcing a transaction through, than all other forms of fraud against merchants combined.
   
   Also never call the number on the back of the credit card to try and obtain an approval code, only get one from your processor. The customer’s card issuer should not give you one regardless, and if they do, there is still no link to an authorization with your processor which is required to properly settle the transaction and required in the case the customer requests a chargeback. The only two ways you should ever obtain an approval code is electronic via your terminal / payment device during the normal sales transaction or via your processor’s automated voice authorization system. That is it, no other means of obtaining an authorization should be honored.

While you may have already done some of these things without consequence that doesnt mean you should continue. Its similar to playing with fire. Hopefully this quick list will help you avoid some common mistakes an prevent you from having to work through the negative results.

There is a reason we typically do at least one article a year regarding equipment leases and why we think they are a bad idea in most cases. It is simply because they are still prevalent in the industry, and merchants are still being sold on something they don’t fully comprehend until it is too late. Paying incrementally can be a major benefit for many businesses for equipment purchases, but at what overall expense? There is a fine line between an acceptable loss on a deal, and being taken for a ride that doesn’t end. Sometimes with some simple searches, a couple of phone calls, a merchant can save countless headaches and a similar number of dollars

Value

It seems like a simple concept and makes sense in some circumstances. I mean around 1 out of 4 people choose a leasing option for their vehicles, why not on their processing equipment?

Most people have an idea about how much a car is worth. People know that a 2020 Ferrari is going to cost more than a 2010 Honda Civic. The same is not always true about processing equipment especially when it comes to used value.

The typical reason that merchants get caught up in leases is simply that they don’t know the equipment’s value.  Some sales agents push lease, and many use it as an option for their potential customers. But those potential customers don’t always understand what they are getting into with a lease.

Example:  A sales rep is setting up a merchant business, and the business needs two credit card terminals. The sales rep explains for just $29.95 per month, we’ll install and set up two VX-520’s and include a lifetime warranty. The merchant, not knowing anything about this equipment may think $29.95 a month is a fine deal at first. Then down the road, the merchant looks online and finds that same VX-520 selling for under $200. Its easy realizes that with the 48-month lease, they will be spending at least double what they could have paid for the same equipment. Then they try to cancel their lease and return the equipment only to find its uncancelable.

This example may seem unlikely to some, but unfortunately, it is not. We have come across this situation and much worse many times. By simply knowing the value of the equipment being leased or purchased, a merchant can get a good understanding of what kind of deal they are getting.

Getting out of an Equipment Lease

The simplest answer is you don’t. Signing a lease is essentially like taking out a loan for the processing equipment. The merchant is agreeing to pay back the value of the equipment agreed upon, at the designated terms. Every contract will be structured differently, but this is really where the fine print comes into play. If it is within a certain time, some equipment leases have an opt-out clause which will let you get out of the agreed lease. Sometimes an equipment lease will also have a buy out clause, which will enable a merchant to buy out the lease agreement for a lesser or perhaps even a larger sum than the total cost of the lease.

There is no easy or desirable answer to get out of an equipment lease agreement. If a merchant decides to simply stop paying the lease, in all likely hood the lease will accrue penalties and be pushed to collections. It is entirely possible the lease company will seek to resolve the dispute in court depending on how much is owed on the lease. To put it best; don’t agree to a lease if you don’t know the value of equipment and are not prepared to pay the total amount agreed upon.

Other Options

Before going through signing up an equipment lease, it would not be a waste of a merchant’s time to explore other options. Many processors will work with their merchants and sometimes break up charges of the equipment if a merchant does not want to go through a lease agreement.

Do the math on how much the equipment really costs and ask if it is really worth upgrading or changing equipment. Essentially look at every other possible option before even considering going into a lease. Because once you’re in, you’re in.

Leasing Summed Up

It is of note, not all leasing agreements are a total rip off. Sometimes on higher-priced equipment or under reasonable terms it can be very beneficial for a merchant to investigate leasing options. The purpose of this article is to encourage research, both for the value of equipment and the terms of the lease. The processing industry has taken a very positive turn of full disclosure, and trustworthy services when compared to its initial procession. Please don’t hesitate to contact us at the Merchant Store with any questions or concerns.

The Merchant Store, 800-937-3850 info@usmsi.com

As businesses are increasing safety measures to keep their doors open, they often overlook their payment acceptance practices. For many businesses, this can be achieved by upgrading equipment or using their existing equipment differently. Other businesses will have to be more creative to produce a safer environment.

Customer Use Only

Many businesses are implementing customer-facing interfaces or self-checkout. Having a customer-facing device helps mitigate potentially transferring harmful germs by reducing contact.

Below are specific examples of equipment that The Merchant Store uses for its merchants during this time of social distancing.

Retail or Counter Restaurant: Card Present         

Clover Mini W/ Swivel Stand or Customer Facing:

Perfect for any retail businesses when customers are primarily present. Capable of being a full point of sale system, with applications and software that are tailored for any type of business. With the Clover mini and swivel stand, an employee will never have to transfer any materials back and forth with the customer.

The employee can ring up the sale and simply turn the device around to face the customer, who is able to complete the payment process and select their preferred method of receipt. Your customers are able to pay through traditional EMV methods or through contactless payments like ApplePay and GooglePay.

The only downside with this set-up is the employee and customer still have contact with the same device. That said, since the Mini offers a single flat surface, it is easy to clean and have ready for the next customer.

Clover Station W/ Customer Facing Mini:

The primary reason we are proponents of the Clover system is the various Clover devices and their many configurations. Businesses can set-up their system for exactly what the business needs. With a full Clover Station and a Clover Mini as a customer-facing device, you are able to keep employees and customers at a safe distance. The employee can handle all transactions via the Clover Station, and with a customer-facing Mini, the customer is the only one who handles the card, device, and printed receipt if necessary. You can also accomplish this same setup with two Clover Minis.

Countertop terminal W/ External Pin pad:

One of the easiest and most commonly used set-ups is a countertop terminal, with an encrypted pin pad. This type of set-up is not only easy to use but is also one of the most affordable options. This accomplishes the same distancing measures in the example above for a fraction of the price. The store clerk rings up the sale and starts the transaction process on their terminal as usual. When its time to run the card, the transaction shifts over to the customer-facing pin pad where the transaction is completed. First Data’s FD series and Dejavoos Z Series are two of the best devices to use in this setup.

Restaurant

These days, restaurants are especially looking for creative ways to accept payments safely or all together. Most restaurants have gone strictly to carry out, which for many businesses has not been their primary service. With the Clover systems, businesses have an easy option to incorporate online ordering and payments to any website. Many merchant providers also have established gateways, which can be more cost-effective if the business is able to work with their webmasters to incorporate a checkout feature on their website.

              Many restaurants have gradually reopened, whether that be at a limited capacity or by doing curbside. One option that many owners and managers have found effective is the pay at the table option. This option allows the customer to complete the payment at the table using a portable handheld terminal. These terminals can be connected to either WIFI or a data plan, and the transactions can be completed anywhere that they have connectivity. Many businesses are also using portable terminals for curbside or delivery, if necessary. Depending on how the system is set up, these terminals are also able to communicate and work with a POS system. While this may seem like a hassle or perhaps an unneeded extra cost, connecting these devices is quite affordable and simple to use.

Get setup or contact us for more information on a contactless processing solution!

**A demand by a credit-card provider for a retailer to make good the loss on a fraudulent or disputed transaction. **

Simple as that…or not so much. Most merchants will, at some point, experience a chargeback from one of their customers. In simplest terms, this action is a dispute of products sold or services rendered made by a customer with their card issuing bank. The bank can then force a reversal of the transaction from the merchant and return the sales amount to the customer.

The purpose of the chargeback system is to protect the consumer. If a customer is unsatisfied with a transaction, they may simply call their credit card company and request a chargeback. Once the dispute process is initiated, it is up to the merchant to provide proof that services were properly rendered. As well as possibly losing out on the sales amount, the merchant is typically charged a chargeback fee by their processor (usually ranging from $15 -$50), which may even exceed the amount of the initial sale. Some merchant services providers will work with their merchants to help with the chargeback fees, but not all.

Once a merchant has received a dispute and complied with the request for additional information to refute the claim, the card issuer will make a final decision. The issuer will either deem the chargeback valid and the transaction amount is permanently removed from the merchant’s bank, or invalid and the sales amount is posted back to the merchant. For this reason, it is imperative that merchants work to reduce the risks of chargebacks by ensuring proper customer service and retaining necessary transaction details and supporting documentation.

Avoiding Chargebacks
• Verify the name of your business is the name the customer will see and recognize on receipts and invoices.
• Respond to retrieval requests promptly, providing all required information. Typically, the business will have two weeks to respond and submit supporting documents upon receiving a retrieval request.
• Make sure your customer is aware that you are charging them. This seems very simple but is one of the primary reasons merchants receive chargebacks.
• If retail, be sure to retain proof that the card and customer were present. Verify additional identification, compare the signature on the card with the signature on the receipt, and do not accept a card without a signature.
• If a card is declined, do not go above and beyond to get approval. Simply ask for another form of payment.
• If using a virtual terminal or phone order, be sure to use and receive Address Verification (AVS) to confirm the billing address matches the card.
• Provide invoices with up to date business information with a customer service number. This will eliminate simple mix-ups.

• One of the most important tips we would like to share: When shipping expensive items, be sure to ascertain proof of delivery, preferably to the billing address and by the cardholder. This can help protect the business from fraudulent orders that could result in major financial burdens.

Excessive chargebacks can prove detrimental to any business, including lost sales and major fees. Large fines may be levied against the business, as well as the revocation of the ability to process payments entirely with credit or debit cards. The Merchant Store takes chargebacks very seriously by keeping our merchants informed, fighting on behalf of our merchants, and taking care of chargeback fees when necessary. We firmly believe it is our job to keep our merchants protected and informed. If your processor is failing to do so, please feel free to contact our team. We are here and happy to help! Contact 1-800-937-3850 or info@usmsi.com.

If your business is in need, there are several loans and programs to help you get through these uncertain times. There is a lot of good information on the Small Business Administration’s COVID-19 webpage.

Coronavirus Relief Options

The Paycheck Protection Program (PPP)
The PPP is an incentive for small businesses to keep existing employees on their payroll. These loans will be forgiven if the business keeps all employees on payroll for eight weeks. The money can also be used for other qualifying business costs.

This program is available to almost any business with 500 employees or less, including non-profits, veterans organizations or tribal business concerns. It also includes sole proprietors, independent contractors, and self-employed persons.

If you feel that you would not qualify due to past credit issues, or liens, it is still worth contacting your bank and asking about the loan. This program is designed to keep companies business-ready, and from what we are hearing, past issues have not been a problem for businesses applying for this program.

Remember, your depository bank will be making these loans so you should contact them directly. If for some reason they are not participating, you can always reach out to another bank, however, they may require that you open other accounts with them.

Economic Injury Disaster Loan Emergency Advance (EIDL)
The EIDL is designed to provide economic relief to businesses that are currently experiencing a temporary loss of revenue. According to the SBA, this loan advance will not have to be repaid. The business eligibility appears to be the same as with the PPP above.

You can go to https://covid19relief.sba.gov/#/ to begin the application process. It starts off with a quick eligibility verification section, and if your business is eligible, you can continue to the application.

SBA Express Bridge Loans
Express Bridge Loans are for small businesses that already have a business relationship with an SBA Express Lender. For those businesses, you can access up to $25,000.

These loans can be term loans or used to bridge the gap while applying for a direct SBA EIDL. This loan is expected to be paid in full or in part by proceeds from the EIDL.

SBA Debt Relief
The SBA Debt Relief program will provide a reprieve to small businesses by paying principal and interest of current 7(a) loans, 504 loans, or microloans for a period of six months. They will also pay the principal and interest of new 7(a) loans issued prior to Sept 27, 2020 for a period of six months.

In response to COVID-19, most card brands are opting to delay their scheduled rate adjustments. Below is a table showing which card brands have delayed their rate adjustments, and when the changes have been rescheduled.

Card Brands delaying until July 2020

^American Express Opt Blue’s assessments and inbound fee will be pushed back to October 2020.

*MasterCard Puerto Rico Domestic and International Dues and Assessments fee will still be implemented in April 2020.

You should always have a fraud prevention plan, but in the wake of coronavirus, there is increasing pressure from criminals trying to take advantage of the confusion and stress on businesses. Now is a good time to review some of our past articles on protecting your business, see the link list below.

Avoid doing business with people who try to get you to accept payment on a credit card and ask you to give money to another party. This is not how credit card transactions are designed to work, and the card you are accepting is most likely stolen.

Also, any email communication or software related to COVID-19 needs to be verified before you interact with them. There are phishing emails and fake apps that are designed to defraud your business. Be extremely cautious about any solicitations from unverified sources.

Fraud Prevention Links:
Credit Card Fraud Now Serving Small Business
Fraud Prevention Tips
Defense against the Grinch
30 Second Fraud Checklist for Ecomerce

In this newsletter, we are going to look at different ways your business can continue to process customer payments as well as introduce a way for merchants to protect themselves during this difficult time. Many businesses have been turned upside down, and now more than ever each merchant needs to be informed on various ways to utilize their merchant account.

Gateway- Virtual Terminal

Offices, restaurants, and many other types of business have been forced to close their physical locations. For most, it is imperative to find a way to continue to accept customer payments in another way. Setting up a virtual terminal is a great solution to fill this void. A virtual terminal enables the business to accept payments anywhere an employee has access to the internet. The card information is keyed into the virtual terminal, and the payment is processed just as any transaction would be. We have had many requests for this service from merchants, and for most, the set-up process is quick and simple. Depending on your current processor, additional charges may be required. Typically, it is an additional monthly charge to pay for the service, as well as an additional transaction fee.

Customer Facing

Recently, we have fielded many requests for alternative payment solutions. Many merchants have simply stopped accepting cash payments due to contamination, and many more merchants have requested some sort of customer-facing device, so their employees do not have to handle customer cards. We suggest speaking with your processor to see what type of options they have for customer-facing payment processing. One of our most popular devices is the Clover Mini with a rotating swivel stand. As well as having access to one of the more robust systems in the industry, this option keeps the merchant from ever touching a customer card or exchanging receipts. There are many options in the industry, but now more than ever is the time to take precautions for the protection of your employees.

Cash Advance

It is no secret during this difficult time, many businesses are having trouble maintaining a steady income stream. Business owners may have access to existing solutions that they may not be aware of. One such solution is a cash advance by your merchant service provider. Cash advance programs are quite simple when compared to modern business loans. Businesses are approved for a cash advance based on their past processing history. As an example, a business that averages $10,000 monthly through their merchant account can typically qualify for up to a $10,000 cash advance. These cash advances are typically paid back through the merchant’s own credit card processing. A percentage of each batch is taken through the merchant account (typically 10%) until the advance is paid in full. These advances can be used to pay for anything the business may need with no restriction and no interest. It is to be noted that these programs may differ greatly depending on your processor, but programs like this exist for the very reason they may be needed today. A good credit card processor will do anything within their power to keep you processing and support you as a business partner.

Please note these programs and services vary depending on your processor. This information is based on experience, and what The Merchant Store is doing for our merchants. We are here to talk! Any questions, concerns, or interest in our services please contact us!

1800-898-3436 or at info@usmsi.com

This seems like a perfect time to talk about contactless and customer facing payment options. In a world of social distancing and constant hand washing there is even more reasons to limit touching other people’s belongings. The point of sale is one of the primary physical points of contact between a business and its customers, and customers and eachother. We are going to explore some processing options that you can implement in order to limit physical contact at the point of sale.

Contactless Payments:
Most modern credit card terminals and PIN Pads are capable of accepting contactless payments via Near Field Communication (NFC). NFC is what is used by Apple Pay, Samsung Pay, and contactless credit cards. The nice thing about this option is the consumer’s device or card never leaves their hand and never comes in physical contact with the physical payment components. All the customer must do is hold their device or card within a couple inches of the point of sale and the card or device will begin the transaction process. Contrary to what you may think, this method is extremely easy. Once setup all the clerk needs to do is use the credit card terminal like normal and the consumer does the rest.

If this is not already functioning on your device, in many cases it’s just a matter of a software update. If you don’t already have an NFC capable device, they are quite inexpensive. For most new processing customers, we can provide NFC capable devices free of charge.

If you do have a contactless device, all you really need to do is start promoting it. We offer free Apple Pay stickers for merchants to help get the word out. You can also ask your employees to inform consumers that they may pay through NFC. Sure, not every consumer will know how to do it, but for those who do, simply reminding them that it’s an option will do a lot to limit contact.

Customer Facing Devices:
You have seen these kinds of setups everywhere. The store clerk rings up a transaction and the consumer completes the transaction via a second consumer facing device. This can usually be setup very inexpensively if need be. If you have a standard credit card terminal, many times you can add an EMV + NFC enabled PIN pad that can act as your customer facing device. If you have a full feature point of sale system, PIN pads might work, or the POS vendor may have many different options.

If you have a Clover or are looking at switching to a Clover POS you can use PIN pads, or you can even use a secondary device like an additional Clover Mini as your customer facing device. Keep in mind if you have a Clover Mini, you are already setup for contactless payments that we discussed above.

Online Payments:
Online payments aren’t just for retail eCommerce. Many restaurants today offer online ordering with at-location pickup or delivery. There are several larger retailers that have made this option available over the past few years. But, this option isn’t something only large companies have access to. Keep in mind, this path will take some additional planning on your part, and you may be required to setup an additional merchant account to separate the internal retail transactions from the ecommerce transactions. You are also likely going to see a higher cost per transaction for those keyed, but that cost increase could be negligible if you are able increase or even maintain sales.

Invoicing: We are able to add online invoicing to any new or existing merchant account for just dollars per month. This option allows businesses to submit email invoices to customers with a link to pay that invoice over the internet.

Online invoicing enables consumers to pay without having to meet up physically. This capability is great for service businesses, and we have seen unique ways other merchants have also used this option. While this may not be for everyone, it’s another great tool that can be very useful for many businesses.

Conclusion:
We are all in this together and finding ways to better serve each other doesn’t just help improve things today, but also opens your business up to more growth once we get these difficult times behind us. If you have any questions don’t hesitate to call or email us. We are here to help in any way we can and will always provide the best information to help you make an informed decision.