CUSTOMER SERVICE

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Any payment processing system must provide quality customer service and customer support systems. These can include:

• Customer Service
  
• Gateway Support
  
• Reports
  
• FAQ's
  

Customer Service

For any payment processing you should have knowledgeable customer service representatives there to assist merchants with all their account needs, 24 hours a day, 7 days a week. The dedicated Customer Service staff should help merchants reconcile their deposits, understand their account statements, and answer questions about rates, fees, chargebacks and retrievals. Representatives can also help locate a missing deposit or transaction and make profile changes to a merchant's account.

Merchants must have access to representatives from the POS Help Desk to answer questions about their point-of-sale (POS) processing equipment, 24 hours a day, 7 days a week.

Gateway Support

Gateway support should also be available 24 hours a day year round.

Examples of Gateway Support:

• Open A Ticket Request
  If you are experiencing any problems with your current processing then you may open a "ticket" request directly online. Technicians will be working on the request immediately.
• Check Ticket Status
  Upon opening a ticket request, you can check its status directly online. A status report for a report does take a few minutes to be setup.
• Support Numbers
  Support numbers for security or ticket information should be available on a 24/7 basis.

Reports

Merchants should be provided with the following reports:

• 24/7 online access to personalized account information
  
• 24/7 online customer service
  
  Reports allow you to:
  
  
• Reconcile deposits
  
• Retrieve deposit information
  
• View detailed reports of chargeback and retrieval histories
  
• Receive prompt answers to questions they submit via e-mail -Receive daily summary emails that tie to your daily batches and deposits

With online reporting solutions, your business has a central access point for round-the-clock answers to your payment processing questions. From identifying downgraded transactions to managing exception items, these valuable programs help you get the most out of your most valued resources -- your time and money. With a few simple clicks of a mouse, your account data should be at your fingertips to answer your customer's questions when they call, allowing you to provide better customer service.

You can get data online by:

• Company
  
• Batch
  
• Date
  
• Amount
  
• Status
  
• Result

You need fast, secure access to your critical financial information - provides that and more - 24 hours per day, 365 days per year. You should be able to choose the reports, delivery methods and tools that work best for your business in the formats that you want - when you want them.

These tools should be available to the merchant on a processing platform.