Welcome to GlobalOnePay

Welcome

Thank you for choosing GlobalOnePay for your growing commerce needs! We look forward to providing you state-of-the-art payment processing services and exceptional merchant support.

THIS WELCOME GUIDE DESCRIBES:
  1. Support Information
  2. Voice Authorization Procedure
  3. How to Minimize Your Merchant Account Risk
  4. Keeping Your Paperwork in Order
  5. Financial Information
  6. What You Need to Know About PCI Compliance
  7. Protecting Yourself Against Fraud
  8. Processing Mail Order / Telephone Order Transactions
  9. Processing Credit (Refunds)
  10. Chargeback Management
  11. The Chargeback Process
  12. Retrieval Requests

Always Ready to Assist You!

At GlobalOnePay, we value your business and encourage you to call if you require assistance with your payment processing needs.

Merchant Support
Technical Support: 1-844-864-9590
Billing/Statement Questions: 1-844-864-9590
Retrieval/Chargebacks: 1-866-637-5467

Voice Authorization
Visa/Discover® Network/MasterCard/American Express: 1-800-291-4840 

For all Diners Club International, JCB, UnionPay and BCcard voice authorizations and customer service, call 1-800-291-4840.

Voice Authorization Procedure

In the event that you cannot obtain an electronic authorization, you must call for a voice authorization. Below are the voice authorization numbers for each of the major credit cards.

Visa/ Discover Network/MasterCard/American Express:
1-800-291-4840

When calling to obtain a voice authorization, you will be required to provide:
The operator will respond with an authorization number, which you should write on the sales draft.

Note:
You may also be required to call for an Authorization Approval Code in response to a "Please Call" or "Call Center" message that you have received from your terminal when attempting to process a transaction.

Important: 
Once you have obtained an authorization number for the transaction, you will have to manually key in the transaction in order to receive payment (settlement). You must enter the transaction as an "Offline" or "Force" transaction and you will be prompted to key in the authorization number you have received. You may refer to your Quick Reference Guide or call us for assistance.

How to Minimize Your Merchant Account Risk

As a merchant who accepts credit cards, there are regulations you should be familiar with and certain precautions you should take to minimize potential risk and insure maximum profitability. For your convenience, we have listed some of the more important “Don’ts” of payment processing.

Credit Card Processing Don’ts:
Do Not DRAFT/ LAUNDER/ FACTOR! Process only those transactions originating from your place of business as described on your merchant application. You must apply separately for any other business which you may own (in whole or in part.)

Do Not process credits to a cardholder’s card unless you have an off-setting sale.

Do Not process transactions against your own, personal or business credit cards or those of your employees, officers, spouses, etc. Transactions of this type can be considered “cash advances” and are not permissible.

Do Not process any transaction that represents repayment of any existing cardholder obligations such as return of a personal check or payment of an outstanding loan.

Do Not store cardholder data after receiving authorization. After a transaction is authorized, the full contents of track data must not be retained on any systems.

Do not store CVV2, CID, CVC2 (the 3 or 4 digit code printed on the back of the card) data. When asking a cardholder for security codes, merchants must not store it on any database.

Know your liability. Merchant agreements now include provisions that hold businesses liable for losses resulting from compromised card data if a business (or its third-party processor) lacks adequate data security.

Do not accept credit card details via email ever.

Do Not “split sales” (see below for definition.)

Do Not process a transaction that was denied or declined by the authorization center.

What is a "Split Sale"?
A “split sale” is the processing of two or more sales slips for a single sale. As per your agreement and governing regulations, you must process ONLY ONE sales transaction through your terminal for each single sales draft authorized by your customer. Processing more than one sales transaction through your website for a single draft is not permissible.

Keeping Your Paperwork in Order

It is important that you keep accurate and complete records of transactions you are processing. This will assist you in tracing transactions and authorizations in the event of a future customer dispute. As there are many don’ts, there are a few dos as well.

Credit Card Processing Dos:
Do have ALL applicable transactions authorized. This minimizes your risk of chargebacks.

Do keep copies of sales transactions for 12 months from the date of the original transaction to ensure your ability to respond to copy requests and/or chargebacks.

Do maintain the same policy for returns, refunds and/or exchanges for credit card transactions as you do for cash transactions. If you do not permit refunds, you must mark your sales drafts with the statement “NO REFUNDS”. However, this statement does not limit the cardholder’s right to challenge a transaction covered under federal, state and local laws or falling under bank, payment card rules and regulations.

Do keep cardholder account numbers and personal information safe/confidential.

Proper Disclosure for Refunds and Exchanges

As a merchant, you are responsible for establishing the merchandise and adjustment (credit) policies for your business. Clear disclosure of these policies can help you avoid misunderstandings and potential cardholder disputes.

Below are some examples of return/credit policies.

No Refunds or Returns
our business does not issue refunds and does not accept returned merchandise or merchandise exchanges.

Exchange Only
Your business is willing to exchange returned merchandise for similar merchandise that is equal in price to the amount of the original transaction.

In-Store Credit Only
Your business takes returned merchandise and gives the cardholder an online credit for the value of the returned merchandise.

Disclosure for Card-Not-Present (Ecommerce) Transactions
Your refund and exchange policies should be available to online customers through clearly visible links on your home page. You should also provide a “click through” confirmation for important elements of the policy.

Financial Information

Merchant Discount
A merchant account Discount Rate is a fee paid by the merchant to the acquirer for credit card processing purchases charged to a cardholder’s credit card. It is an agreed upon rate charged on sales and returned transactions.

Transaction Fee
A merchant account Transaction fee is paid each time a merchant’s gateway, software, or terminal dials and communicates with the credit card processor. This includes: authorizations, sales, returns, closing of batch, and declined transactions.

Monthly Processing Fees
Your Monthly processing fees are calculated based on all the account fees assessed throughout the month with each date’s activity. Monthly processing fees normally do not include your Daily discount or reserves (if applicable). The total of all Monthly Processing fees are debited from your checking account, also known as your DDA, through ACH within the first 5 business days of the following month.

Month End Fees
Month end fees are assessed at the end of each month and apply to various transactions that occurred during that monthly only. Month-end fees may include, but are not limited to, the following:
How do I change the bank account for my deposits?
We will need a copy of a preprinted voided check on the new account, plus your signature for verification purposes. Please send us a pre-printed void check or bank letter and a written request by fax at 1 866 607-4868 or
e-mail at ach@merchant-support.com.
Note: Person signing the request must be the same person who signed the
merchant processing agreement.

What should I do if I wish to close my merchant account?
Simply send a letter indicating your intent to close the account and the reason why. In order to protect yourself, the letter MUST BE SIGNED by the owner(s) who originally applied for the account. You may also call our merchant support center (see page 3 for telephone #).

How do I update my company information?
If you change store locations, product, or service offered or simply change your business telephone number, you must IMMEDIATELY contact our merchant support department to update your information.

Your Merchant Statement Explained
If you have any questions about your merchant statement, down our Quick Reference Guide.

What You Need to Know About PCI Compliance

Who are the founders of the PCI Security Standards Council?
Founders of the PCI Security Standards Council are American Express, Discover Network, JCB, MasterCard Worldwide and Visa International.

What is the Payment Card Industry (PCI) Data Security Standard (DSS)?
The PCI Data Security Standard represents a common set of industry tools and measurements to help ensure the safe handling of sensitive information. Initially created by aligning Visa’s Account Information Security (AIS)/Cardholder Information Security (CISP) programs with MasterCard’s Site Data Protection (SDP) program and Discover Information Security Compliance (DISC), the standard provides an actionable framework for developing a robust account data security process - including preventing, detecting and reacting to security incidents.

The core of the PCI DSS is a group of principles and accompanying requirements, around which the specific elements of the DSS are organized:

Build and Maintain a Secure Network
Requirement 1: Install and maintain a firewall configuration to protect cardholder data
Requirement 2: Do not use vendor-supplied defaults for system passwords and other security parameters

Protect Cardholder Data
Requirement 3: Protect stored cardholder data
Requirement 4: Encrypt transmission of cardholder data across open, public networks

Maintain a Vulnerability Management Program
Requirement 5: Use and regularly update anti-virus software
Requirement 6: Develop and maintain secure systems and applications

Implement Strong Access Control Measures
Requirement 7: Restrict access to cardholder data by business need-to-know Requirement 8: Assign a unique ID to each person with computer access Requirement 9: Restrict physical access to cardholder data

Regularly Monitor and Test Networks
Requirement 10: Track and monitor all access to network resources and cardholder data
Requirement 11: Regularly test security systems and processes

Maintain an Information Security Policy
Requirement 12: Maintain a policy that addresses information security

For More Information on PCI Compliance: www.pcisecuritystandards.org

Protecting Yourself Against Fraud

Identifying counterfeit cards and understanding the telltale signs of suspicious customers is the key to protecting yourself from possible fraud.

Processing Mail Order / Telephone Order Transactions

Once you have obtained an authorization number for the transaction, you will have to manually key the transaction into your terminal in order to receive payment (settlement). You must enter the transaction as an "Offline" or "Force" transaction and you will be prompted to key in the authorization number you have received. You may refer to your terminal Quick Reference Guide or call us for assistance.

Note that you can process mail/telephone/e-mail transactions only if your merchant account is set up as a mail order/telephone order (MO/TO) business type. If you are eligible to process MO/TO transactions, follow this procedure.

1) Obtain the complete cardholder information including:
2) Key the transaction into the electronic terminal:
You will be prompted for the customer’s ZIP code and street address. If your account is set up as a Mail Order Telephone Order (MO/TO) merchant account, a match is not required in order for the transaction to qualify for the lowest rate but, you do have to enter all prompts previously mentioned and Invoice Number (Customer ID). If any field is left blank, the transaction will not qualify for the best rate.
3) Wait for an “Authorization Approval Code” and receipt.
4) If you do not receive an electronic authorization, you must obtain a voice authorization.
NOTE: You may be required to call for an Authorization Approval Code in response to a “Please Call” or “Call Center” message that you have received from your terminal:

Processing Credit (Refunds)

A credit (refund) can only be issued to the same credit card account that was used for the original purchase. Once you process a credit, your system will generate a receipt containing:

Chargeback Management

What exactly is a chargeback?

A chargeback occurs when a customer contacts a credit card Issuing Bank to initiate a refund for a purchase they made on their credit card. The reasons why chargebacks arise can vary greatly but generally, they are the result of a customer being dissatisfied with their purchase.

The customer may or may not have contacted the merchant about remedying this situation ahead of time. They may even be completely wrong. However, responsibility falls to the seller to ensure that the transaction goes smoothly and the customer is satisfied. A failure somewhere within the fulfillment process, including at the customer service level, can lead to a chargeback.

The Chargeback Process

  1. The customer disputes a transaction by contacting their card Issuing Bank.
  2. The card Issuing Bank researches to determine whether the reasoning for the chargeback is valid. If not, the chargeback is declined and the customer is held responsible for the charge.
  3. A provisional credit is provided to the customer. The card Issuing Bank initiates a chargeback process and obtains credits from the merchant’s Processing Bank.
  4. The merchant’s Processing Bank researches the validity of the chargeback. If they determine the chargeback is invalid, they will decline the chargeback and return it to the card Issuing Bank.
  5. The chargeback amount is removed from the merchant’s account and the merchant’s Processing Bank provides written notification to the merchant.
  6. Did a processing error occur? If so, the sale is re-presented to the card Issuing Bank for corrections.
  7. The merchant provides documentation to remedy the chargeback. If the provided documentation is found to be satisfactory, the chargeback is declined and the customer is once again charged for the sale. If the documentation is found to be unsatisfactory, the chargeback is successful and the process ends.
There are multiple steps involving multiple parties and each step requires the responsible party to dedicate a certain amount of time to its management. The resolution of a typical chargeback can take anywhere from six weeks to six months.

Chargeback Management
The best way to deal with any chargeback is to prevent it from happening in the first place. The following suggestions are very generic and can be used by most businesses to decrease their chargeback potential.

Retrieval Requests

A retrieval request occurs when your customer requests more information about a transaction that appears on his/her credit card settlement. Ideally, a merchant would send in the signed sales draft for the transaction in question but delivery receipt would be sufficient documentation for an Issuing Bank.

You must respond to all retrievals that you receive within 10 business days of receiving them. If you miss the deadline the retrieval will turn into a chargeback and the value of the transaction will be debited from your bank account and credited back to the cardholder.