What's New?

The following topics describe the latest updates and enhancements to the CardPointe web app.

To catch up on previous releases, see the CardPointe Release Notes.

CardPointe 1.61 Release (11/16/22)

This release includes the following enhancements, as well as backend improvements and fixes:

Visa Decline Category Codes

For declined Visa transactions, the Transaction Detail page now displays the following fields, to help merchants determine whether or not to reattempt the transaction with the given account information:

  • Decline Category Code - Displays the decline category code and a reason for the decline.
  • Decline Category Text - Displays instructions for the merchant.
CP 1.61 - Visa Decline Codes
For detailed information on understanding these responses and handling declined Visa transactions, see our Visa Declines Rules and Responses support article.

ACH Reporting Improvements

For merchants who accept ACH (electronic check) payments, CardPointe now displays additional reporting details for ACH rejects, transactions rejected or returned due to an issue with the account.

These enhancements apply to both Fiserv ACH (FKA BlueChex) and ProfitStars.

Transaction Reporting

The following changes have been made to the Reporting > Transactions page:

  • The ACH Return value in the Method column and filter has been renamed ACH Reject.
  • The following columns have been added:
    • Return Code - Displays an ACH return code and description for a returned or rejected ACH transaction.

    • Rejected Transaction # - Displays a reference to the linked transaction that was rejected.

      CP 1.61 - ACH Rejects Reporting Columns

      These columns have also been added to the Gateway Batch Detail page, Funding Batch Detail Page, and Funded Batch Summary page.

Transaction Detail Page

The following changes have been made to the Transaction Detail page:

  • For ACH transactions, an illustration of a paper check is now displayed instead of a credit card.

  • For ACH Rejects, the following fields have been added to the Transaction History:

    • Return Code - Displays an ACH return code and description for a returned or rejected ACH transaction.

    • Rejected Transaction # - Displays a reference to the linked transaction that was rejected.

      CP 1.61 - ACH Rejects Transaction Detail

Funding Date Filter

The Reporting > Funding table now includes a Funding Date filter, to filter funding events by date. 

CP 1.61 - Funding Date Filter

CardPointe at a Glance

The CardPointe web application offers an intuitive user interface for complete control of your account.

The CardPointe interface contains the following pages:

  • Dashboard - Displays transaction activity, recent funding events, funding trends, and notifications.
  • My Account - View your Merchant Accounts, add products, services and hardware, and manage PCI compliance.
  • Reporting - Access transactions, gateway batches, funding events, chargebacks and statement archive.
  • Virtual Terminal - Use the Virtual Terminal to perform card-present and card-not-present transactions.
  • Catalog  - Create and manage your product catalog for use with the CardPointe Mobile app.
  • Marketplace - Shop for CardPointe terminals and card reader devices, eCommerce solutions, integrated POS solutions, and more.
  • Administration - Manage users, configure the Virtual Terminal, customize receipts, define batch times, and more.
  • Support - Create and submit support tickets, or contact CardPointe Support directly.

Supported Browsers

CardPointe supports the following web browsers:

  • Chrome
  • Firefox 
  • Microsoft Edge
  • Safari

Registering Your CardPointe Account

You can register for CardPointe using the Merchant Registration page.

To register your account:

  1. Enter your Merchant ID (MID), your Tax ID or Social Security Number (SSN), and your zip code in the corresponding fields.cardpointe-registration.jpg#asset:88
  2. Click Submit to Confirm. The Set Up Admin screen displays, allowing you to associate an administrative user with your Merchant Account.CP-registration-step2.jpg#asset:266
  3. Upon completing these fields, click Submit. You will receive an email that includes a link to complete your registration.

The link included in the email expires two weeks from the date of receipt. If your registration link has expired, please contact support.

Accessing CardPointe

Accessing CardPointe requires your login credentials as well as a one-time security code sent via email as additional authentication. The one-time security code is sent to your registered email address from our security partner, Ping Identity.

Note that your credentials should not be shared with anyone else. If other individuals within your business also require access to CardPointe, refer to the Creating Additional Users section of this document to create additional CardPointe accounts.

  1. To access CardPointe, navigate to https://cardpointe.com and enter your login credentials.
  2. Upon logging in to CardPointe, you are prompted to enter an additional one-time security code that is sent to the email address associated with your account. The one-time security code is sent to your registered email address from our security partner, Ping Identity.

  3. Access your email account to view the email from PingOne <noreply@pingidentity.com> containing your one-time security code.

    If you do not currently have access to the email account associated with your CardPointe account, contact support for assistance.

  4. Enter the one-time security code provided in the email to authenticate yourself and complete the login process.

Subsequent logins will require the one-time security code only once every few days.

If you experience trouble receiving or submitting the one-time security code, refer to the frequently asked questions below for more information.

How long does it take to receive the email containing my security code?

The email containing the security code is sent at the time you receive the security prompt during login. Typically, you should receive the email shortly after. Be sure to refresh or sync your inbox if your email client does not regularly check for new mail.

The one-time security code included in the email is valid for 10 minutes from the time of sending. If you have still not received the email after a few minutes, refer to the next FAQ.

Why am I not receiving the email containing the security code?

If you are not receiving the one-time security code, try the following:

  • If using Outlook, check email sorted under the 'Other' tab when using the 'Show Focused Inbox' feature. Refer to the Microsoft Support website for more information.
  • Check the Spam or Junk folder for your email account.
  • Check additional folders in your email account if you have filtering rules configured to route incoming mail to specific folders.
  • Ask your email provider or IT department if incoming email may be subject to quarantine before arriving in your inbox.
  • Confirm that your internet connection is still active and you can receive email.
  • On the login page where you received the one-time security code prompt, check the email address listed above the text field to confirm you are checking the correct email account.
  • If the email address receiving the one-time security code has email forwarding configured to route mail to your account, check that the email forwarding is still configured properly.

Adding noreply@pingidentity.com to your email account's 'allowed list' should resolve most issues where the email is routed to the junk folder or is quarantined.

Why am I receiving an error that my security code is invalid?

You may encounter an error that your security code is invalid if you are not entering the most recent. Each one-time security code becomes invalid when:

  • More than 10 minutes has elapsed since the security code was generated
  • An incorrect security code was entered 3 consecutive times since the security code was generated

Check that you have not entered a security code from a previous login attempt and ensure that your user credentials and email account are not shared with other individuals. Multiple individuals attempting to log in to the same account at roughly the same time will generate multiple emails containing a unique one-time security code. Only the most recently generated code is valid.

If multiple individuals are using your login credentials and email account, see Creating Additional Users for details on creating separate accounts for each individual.

If you have entered an incorrect security code multiple times, restart the login process to receive a new one-time security code.

CardPointe Dashboard

The Dashboard provides a a high-level overview of a merchant's activity. You can easily navigate and view transactional data in addition to any account alerts.

  • Transaction Activity
  • Recent Funding Events
  • Funding Trends
  • Notifications
Card Pointe Dashboard

Configuring Dashboard Notifications

You can configure the types of notifications that display on the Dashboard screen by clicking the configure link.

Card Pointe Web Dash Configure Notifications

Managing Your Account

The My Account page provides an overview of merchant accounts and payment devices.

Card Pointe Web My Account

Signing Up for Paperless Account Statements

It's easy to sign-up for paperless statements in CardPointe from the My Account page. Simply click the arrow to the right of the account to view additional details about the account.

Card Pointe Web My Account Paperless 01

Check the box next to I would like paperless statements

Card Pointe Web My Account Paperless 02

If you have multiple merchant accounts, repeat these steps for each account that you'd like to receive paperless statements for.

Equipment Management

You can track the fulfillment status of device orders and activate the devices within CardPointe. This can be accomplished from the following two tabs on the My Account screen:

Equipment Tab

From this tab, you can:

  • View a list of your account’s existing devices.
  • Enable a device, which validates the device’s chain of custody for security purposes.
  • Disable a device that is not in use.
Card Pointe Web My Account Equipment

Enabling a Device

To enable a device:

  1. Navigate to My Account and click the Equipment tab.
  2. Locate the device that you'd like to activate and click Enable.
Card Pointe Web My Account Equipment Enable

Disabling a Device

To disable a device:

  1. Navigate to My Account and click the Equipment tab.
  2. Locate the device that you'd like to activate and click Disable
Card Pointe Web My Account Equipment Disable

Orders Tab

From this tab, you can:

  • View your account’s equipment order history.
  • Track the shipping status of device orders.
Card Pointe Web My Account Orders

Tracking a Device's Shipping Status

To track the shipping of an ordered device that has a status of "Shipped":

  1. Navigate to My Account and click the Orders tab.
  2. Locate the order that you'd like to track and click the arrow to the right of it.
  3. Click the Tracking Number link to view the order's shipping status.

Reporting

CardPointe provides you with multiple reports to help you get a better understanding of your account-related activity, making it easy to quickly create and download reports.

Card Pointe Web Reporting Transactions

The following Reporting pages provide detailed information regarding all of your account activity:

  • Transactions
    Displays all of your transactions, their details and status, as well as tools to sort, filter, and search by specific criteria.

  • Gateway Batches
    Displays all batch-related information, including batch number, merchant location, batch amount, batch close date, batch status, and transactions included the batch.

  • Funding
    Displays all funding-related events and details, such as funding date, bank account, the merchant location where the deposit was made, and the actual funded amount.

  • Chargebacks
    Displays an overview of any chargebacks submitted by cardholders to dispute a specific transaction.

  • Retrievals
    Displays an overview of any retrieval requests that were initiated by cardholders for further details regarding a specific transaction.

  • Statements
    Displays detailed information about all payments received by the merchant for the selected date range.

  • Card Updates
    Displays detailed information about card account updates received from the card brands, for accounts associated with your stored profiles (or tokens, for CardPointe Gateway API integrations).

To take advantage of Card Account Updater and Card Updates reports, enroll in the Card Account Updater add-on

CardPointe is able to generate reports for authorization, batching, settlement, and funding for merchants boarded to the CardPointe Gateway. CardPointe is not able to provide authorization and batch information for aqcuiring-only merchants (for example, Verifone or Clover merchants) due to the use of a third-party gateway.

Transactions Reporting

View, search, and filter your transactions by a number of criteria to create your own reports, and export as a CSV or Excel file for further analysis.

Card Pointe Web Reporting Transactions Tab

The level of reporting offered by CardPointe varies based on the account configuration or transaction origin, as outlined below.

Reporting Data SetGateway-Enabled MerchantAcquiring-Only Merchant
AuthorizationYesNo
BatchYesNo
SettlementYesYes
FundingYesYes

Understanding Transaction Data

The Transactions page displays a minimal set of data by default, providing a general overview of your transactions. Click on Choose Columns to show additional transaction data on the page, which can then be exported to a file for additional processing if needed.

Card Pointe Web Reporting Transactions Choose Columns

CardPointe Transaction Columns and Descriptions

A description of each available column is provided below for reference.

Column NameExampleDescription
Transaction #R123456789012

The retrieval reference number (retref) from the authorization response, preceded by one of the following capital letters:

  • R - Indicates a CardPointe Gateway transaction.
  • T - Indicates a third party transaction.
  • C - Indicates a cash transaction.
Serial #C012UQ12345678The Hardware Serial Number (HSN) of the terminal used in the transaction.
Location

Old City

The descriptor of the Merchant ID performing the transaction. Descriptors for MIDs can be viewed and modified on the Administration page.

Date04/01/2020 09:58:00 AMThe date and time of the transaction, in Eastern Time.
MethodSaleThe type of transaction, such as sale, refund, force credit, etc.
Name

John Doe

The name of the payer, if provided.
CompanyGenerics Inc
The company name of the payer, if provided.
BrandVisaThe brand of the card used in the transaction.
Last 4
1234The last 4 digits of the card number used in the transaction.
Amount$56.28The amount of the transaction.
Auth Code
PPS417The authorization response code returned by the Gateway or processor.
StatusCapturedThe status of the transaction.
Parent Transaction #
R012345678901The original, or prior transaction associated with a refund or ACH Return.
UserAmy Smith
The CardPointe user performing the transaction, if any.
Plan ID
123456The ID of the associated billing plan, if any.
CurrencyUSDThe currency used to process the transaction.
Tip$1.23The tip amount applied to the transaction, if any.
Plan Name
User-provided text
The name of the billing plan that performed the transaction, if any.
Order #User-provided textThe order number supplied with the transaction, if any.
Invoice #
User-provided textThe invoice number supplied with the transaction, if any.
Purchase #
User-provided textThe purchase number supplied with the transaction, if any.
Tax Amount
$3.72The tax amount submitted with the transaction, if any.
Refund Reason
User-provided text
The refund reason provided, if any.
Front End
CardPointe Terminal
The payment solution used to process the transaction.
Settlement Date
04/01/2020 11:58:00 PMThe date and time settlement occurred for the transaction.
Capture Date
04/01/2020 09:58:00 AMThe date and time the transactions was captured.
Server #
1The server, clerk, or cashier ID from the payment terminal, if any.
Server Name

User-provided text

The server, clerk, or cashier name from the payment terminal, if any.
Transaction Source
GatewayThe system that generated the transaction.
App Version
CCN 2.2.4 0032The application version running on the payment terminal.
Convenience Fee
$2.00The convenience fee submitted with the transaction.
Credit Card Surcharge
$1.00The surcharge fee submitted with the transaction.
AVS Response
Street and zip match
The Address Verification System response
Token9418594164541111The token associated with the payment data.
Address100 Main Street
The cardholder's street address, if provided.
CityWayneThe cardholder's city, if provided.
StatePAThe cardholder's state, if provided.
Zip19087The cardholder's zip, if provided.
Phone Number
5555555555The cardholder's phone number, if provided.
Email

name@email.com

The cardholder's email, if provided.
Token Source
CardSecure API
The system that generated the token.
Terminal ID
User-provided textA description of the payment terminal, if provided during the authorization request.
Entry Method
Swipe / Retail
The method used to obtain payment data for the transaction.
Gateway Batch #
123456The batch number assigned to the transaction.
ResponseApprovalThe gateway or processor response.
Funded Batch #
12345678The settlement batch number.
Deposit ID
1234567890The ID of the deposit event.
Interchange Code
N01An alpha-numeric value representing the applicable interchange rate.
Interchange Code Description
VI-US REGULATED (DB)A short explanation of the applicable interchange rate.
Interchange Amount
0.22The fees associated with processing the transaction, based on the interchange rate.
Interchange Rate
0.0005The rate used to calculate the interchange fees.
Downgrade Reason Code
25 43 73
The code associated with the downgrade reason or reasons, if any.

Transaction Detail

The following data is available only when clicking on a transaction to view the transaction details.

Name

ExampleDescription
Billing Address100 Main Street
Suite 300
You must enable Address 2 in Administration > Virtual Terminal > Customer Profile to display the second address line within the Transaction Detail page.
Company

The Company Co.

You must enable Company Name in Administration > Virtual Terminal > Customer Profile to display the company name within the Transaction Detail page.

Payment Type

Debit

The type of payment used for the transaction, such as credit, debit, etc.
GSANoIndicates whether the amount is exempt from state tax as a result of using a General Services Administration (GSA) payment type.
EMV

No

Indicates whether the Europay, MasterCard, and Visa (EMV) data was submitted with the payment data.
Custom Fields
User-provided textThe custom field names created within the Administration section of CardPointe, and the user-provided text supplied at the time of the transaction.
Authorized Amount
$100.00The amount submitted during the authorization request.
Captured Amount
$56.28The amount captured during the capture request.

Sorting Transaction Data

Click the column headings to sort the table in ascending order for that field. Click again to sort in descending order.

Card Pointe Web Reporting Transactions Sorting

Filtering Transaction Data

You can use filters to show only transactions from specific locations, dates, transaction statuses, and more.

Card Pointe Web Reporting Transactions Filters

Use the drop-down columns to narrow your results by one of the following criteria:

  • Date - Filter by floating date ranges or a specific date
  • Location - Filter by one or more specific locations
  • Amount - Filter by a minimum transaction amount, maximum transaction amount, or both
  • Method - Filter by the transaction method, such as Sale, Refund, etc.
  • Status - Filter by the transaction status, such as Captured, Declined, Refunded, etc.
  • Brand - Filter by the card brand used in the transaction
  • Front End - Filter by the processing front end, such as CardPointe Integrated Terminal, CardPointe Mobile, Virtual Terminal, etc.
  • Entry Method - Filter by the method used to obtain the payment data, such as EMV Swiped, Digital Wallet, etc.

Transaction Status Filters

A description of each available filter status is provided below for reference.

Filter Status

Description

Authorized
The credit card authorization request was processed.

Batched
Sales was sent to processor and is awaiting batching.

Captured
The credit card authorization was captured, and the request was processed successfully by the payments processor.

Declined
Sale was declined. Response issued directly from card issuing bank.

Failed
Request failed due to system error.

Partially Refunded
A separate transaction was created to credit a customer a specified amount.

Partially Voided
Transaction was only partially cancelled. Customer was only charged a portion of the original amount of the transaction.

Processed
Sale was successfully processed. Funds were placed in the merchant's account.

Refunded
Transaction was created to credit a customer for a previous transaction for which they were charged.

Rejected
Due to fraud protection or duplicate transactions, this transaction was cancelled. Reach out to CardConnect for further information.

Under Review
Transaction is being reviewed for risk assessment.

Verified

Verification status of a card


Voided
Cancelled payments that were not batched. These were payments were cancelled the same day as they were completed before the cut-off time for that day.


Creating Custom Reports

Create custom reports based on your column selection and filtering options to load the same settings in the future. Once you have selected the columns you desire and any applicable filters, save your selection by clicking Unsaved Report and then Save.

Load your column selection and filtering options later by clicking Saved Reports and selecting one of your saved reports.

Card Pointe Web Reporting Transactions Custom Reports

Searching Transaction Data

Enter your search term into the search box to show the matching transactions. By default, the search function searches all searchable columns. Narrow your results by clicking Search Columns, and selecting one or more columns to search.

Card Pointe Web Reporting Transactions Searching

Exporting Transaction Data

Data currently shown within the Transactions table can be exported to a file for more advanced sorting, filtering, and analytics. Simply click Choose Columns to enable all of the desired columns or load a saved report, then click the Export button and select a data format.

Card Pointe Web Reporting Transactions Exporting

Gateway Batches Reporting

The Gateway Batches page displays all batch-related information, including the batch number, merchant location, batch amount, batch close date, and batch status.

Gateway Batch times are configurable on the Administration screen.

Card Pointe Web Reporting Gateway Batchesredesigned

The most recent batches are shown at the top of the list. Click on the Batch Number for more information about the batch, including the transactions contained within it.

Filtering and Searching Batches

You can filter the batches table by selecting a specific batch close date or range of dates, merchant location, or batch status, or you can search for a specific batch.

  • The Gateway Batches table displays a maximum of 13 months of batch history.
  • The ability to sort the table is limited to 1 million records. If the specified date range includes more than 1 million transactions, custom sorting rules are ignored, and an error message is displayed.
  • When searching for a specific batch using the batch number, the complete batch number (exact match) is required. Partial matching for other fields is limited to the first three (3) or more digits.

Click the column headings to sort the table in ascending order by that field. Click again to sort in descending order.

To access the Batch Detail page for a specific batch, click on the batch number.

Batch Detail Page

Batch Details
Batch Detail Page Screenshot

The Batch Detail page provides a summary of the selected batch along with a table of transactions for the selected batch. 

The top section of the page, includes an overview of the batch including: 

  • Amount
  • Batch Number
  • Status
  • Location
  • MID
  • Batch GUID
  • Document ID.

The table below this section is a transaction table listing all transactions contained within the selected batch. For an in-depth overview of this table, refer to the section on Understanding Transaction Data.

To close the batch for the current batch period, click on the Close Batch button located on the upper-left-hand section of the page. This will end the batch period for the current day and send it to be approved. It will also automatically open and begin a new batch.

To export a batch as a CSV or Excel file, select the Export button located above the table of transactions. This will export the most current and up-to-date batch.

The Transaction Detail page for a transaction can be reached by clicking on the transaction number. Read more about the Transaction Detail page here. 

Funding Reporting

The Funding page displays all funding-related information, including the funding date, location, and funding total for each funding event. Click on the funding date to be brought to the Funding Detail page. This page will supply additional details about the funding event, including a list of all associated transactions.

Card Pointe Web Reporting Funding Tab

Click Locations to show only funding reports for the selected locations, sort the funding events by clicking one of the column headings, or use the search box to find a specific entry.

Funding Detail

Funding Detail Transactions

The Funding Detail page provides information on all of the transactions which occurred during the day. 

The Funding Summary located at the top of the page, provides a brief overview of the selected date. This summary consists of the DateLocationSalesFees, and Total.

Below this summary section are three tabs: 

  • Transactions
  • Funding Events
  • Funded Batches

The Transactions tab displays a table of all transactions which occurred during the day. This table can be exported as a CSV or Excel file by clicking the Export button located underneath the Transactions tab. This table can be sorted by any column by clicking on the column header.

By default, the columns selected for this table are 

  • Transaction Number
  • Date
  • Method
  • Name
  • Brand
  • Last 4
  • Amount
  • Auth Code
  • Status
  • Order ID

More columns can be selected by choosing from the Choose Columns drop-down menu on the right-hand side of the page above the table. 

Each transaction can be viewed in detail by clicking on the transaction number for the transaction. By clicking the transaction number, will bring up the Transaction Detail page for the selected transaction. For an overview of this page, refer to the Transaction Detail page overview.

Funding Detail Events

The Funding Events tab displays the following for the selected account:

  • Net Sales
  • Third Party
  • Gross Income
  • Location
  • Date
  • Bank Account

The Third Party field refers to all payment processing that must be processed by a third-party service provider (for example, amex). 

Funding Detail Batches

The Funded Batches tab provides a table with all batch collections for the selected date. This table gathers all batches from all locations. The table is made up of the following columns: 

  • Batch Number 
  • Location
  • Amount
  • Close Date
  • Status
  • Deposit ID

This table can be sorted by any of these columns by clicking the column header. 

Chargebacks Reporting

The Chargebacks page displays all chargebacks submitted by cardholders to dispute a transaction.

Card Pointe Web Reporting Chargebacks Tab

Chargebacks are transactions that are disputed by a customer or a customer's bank. The merchant must dispute the chargeback within a given time frame. If the merchant does not respond to the chargeback, the money will be withdrawn from the merchant's account and returned to the customer. 

By default, the information displayed in the table on this page include the location, chargeback date, case number, reason, last four digits of the card, card brand, amount, and the original transaction number associated with the chargeback. Additional columns may be added by clicking on the Display Columns drop down menu located next to the Locations drop down menu. Additional columns include: 

  • Date Logged
  • Work Type
  • Reason Code
  • Ref Number 
  • Auth Code

    For a brief overview of chargeback reason codes, refer to the table below

    Chargeback Reason Codes and Descriptions

    Card BrandCodeDescriptionDays to Dispute
    Dispute Category
    Amex
    A01
    No Valid Authorization/Excessive Amount
    120
    Authorization
    Amex
    A02
    No Authorization/Invalid Approval Code
    120
    Authorization
    Amex
    A08
    Authorization Approval Code Expired
    120
    Authorization
    Amex
    C02
    Credit Not Processed
    120
    Cardholder Dispute
    Amex
    C04
    Credit Not Processed / Returned Merchandise
    120
    Cardholder Dispute
    Amex
    C05
    Credit Not Processed / Cancelled Transaction
    120
    Cardholder Dispute
    Amex
    C08
    Non Receipt of Merchandise / Service
    120
    Cardholder Dispute
    Amex
    C14
    Paid By Other Means
    120
    Processing Errors
    Amex
    C18
    Cancelled Trans / No Show
    120
    Cardholder Dispute
    Amex
    C28
    Cancelled Recurring
    120
    Cardholder Dispute
    Amex
    C31
    Cardholder Dispute - Not As Described
    120
    Cardholder Dispute
    Amex
    C32
    Cardholder Dispute - Defective
    120
    Cardholder Dispute
    Amex
    F10
    No swipe - keyed transaction
    120
    Fraud
    Amex
    F14
    No Signature Obtained
    120
    Fraud
    Amex
    F24
    Fraud - No Cardholder Knowledge
    120
    Fraud
    Amex
    F29
    Fraudulent Transaction - Card Not Present
    120
    Fraud
    Amex
    F30
    EMV Counterfeit
    120
    Fraud
    Amex
    F31
    EMV Lost/Stolen/Non Received
    120
    Fraud
    Amex
    FR2
    Fraud - Full Recourse Agreement
    120
    Fraud
    Amex
    FR4
    Immediate Chargeback Program
    -
    Miscellaneous
    Amex
    FR5
    Immediate Chargeback Program
    -
    Miscellaneous
    Amex
    FR6
    Immediate Chargeback Program
    -
    Miscellaneous
    Amex
    M01
    Merchant Accepted Chargeback
    -
    Miscellaneous
    Amex
    M04
    Merchant Accepted Chargeback
    -
    Miscellaneous
    Amex
    M10
    Capital damages
    -
    Miscellaneous
    Amex
    M11
    CM Credited- Chargeback Reversed
    -
    Miscellaneous
    Amex
    M19
    Offset Adjustment
    -
    Miscellaneous
    Amex
    M23
    Offset Adjustment
    -
    Miscellaneous
    Amex
    M27
    Offset Adjustment
    -
    Miscellaneous
    Amex
    M29
    Discount Fees
    -
    Miscellaneous
    Amex
    M36
    Dispute Other
    -
    Miscellaneous
    Amex
    M38
    Chargeback Reversed
    -
    Miscellaneous
    Amex
    M42
    Chargeback Reversal Expired
    -
    Miscellaneous
    Amex
    M43
    Marketing Programs
    -
    Miscellaneous
    Amex
    M44
    Marketing Programs
    -
    Miscellaneous
    Amex
    M45
    Offset adjustment
    -
    Miscellaneous
    Amex
    M46
    Offset adjustment
    -
    Miscellaneous
    Amex
    M49
    Unauthorized Charge - Car Rental
    120
    Fraud
    Amex
    P01
    Non-Matching Account Number
    120
    Authorization
    Amex
    P03
    Credit Posted as a Card Sale
    120
    Processing Errors
    Amex
    P04
    Card Sale Posted as a Credit
    120
    Processing Errors
    Amex
    P05
    Transaction amount differs
    120
    Processing Errors
    Amex
    P07
    Late Presentment
    120
    Processing Errors
    Amex
    P08
    Duplicate Processing
    120
    Processing Errors
    Amex
    P22
    Card Number Does Not Match Original Charge
    -
    Authorization
    Amex
    P23
    Correct Transaction Currency Code Not Provided
    120
    Processing Errors
    Amex
    R03
    Insufficient Doc
    -
    Miscellaneous
    Amex
    R13
    Retrieval Response Not Received
    -
    Miscellaneous
    Discover
    4534 DP
    Duplicate Processing
    120
    Processing Errors
    Discover
    4541 AP
    Recurring Payments
    120
    Cardholder Dispute
    Discover
    4542 LP
    Late Presentation
    120
    Processing Errors
    Discover
    4550 CD
    Credit/Debit Posted Incorrectly
    120
    Processing Errors
    Discover
    4553 RM
    Cardholder Disputes Quality of Goods or Services
    120
    Cardholder Dispute
    Discover
    4586 AW
    Altered Amount
    120
    Processing Errors
    Discover
    4752 AA
    Does Not Recognize
    120
    Fraud
    Discover
    4753 IN
    Invalid Card Number
    120
    Fraud
    Discover
    4755 RG
    Non-Receipt of Goods or Services
    120
    Cardholder Dispute
    Discover
    4757 TF
    Violation of Operating Regulations
    120
    Authorization
    Discover
    4762 05
    Good Faith Investigation
    120
    Fraud
    Discover
    4863 AT
    Authorization NonCompliance
    120
    Authorization
    Discover
    4864 NF
    Non-Receipt of Case from ATM
    120
    Cardholder Dispute
    Discover
    4865 PM
    Paid by Other Means
    120
    Processing Errors
    Discover
    4866 UA05
    Fraud Chip Card Counterfeit Transaction
    120
    Fraud
    Discover
    4867 UA06
    Fraud Chip and PIN Transaction
    120
    Fraud
    Discover
    6050 DC
    Dispute Compliance
    120
    Authorization
    Discover
    7010 UA01
    Fraud - Card Present Transaction
    120
    Fraud
    Discover
    7030 UA02
    Fraud - Card Not Present Transaction
    120
    Fraud
    Discover
    8002 RN2
    Credit Not Processed
    120
    Cardholder Dispute
    MasterCard
    07
    Warning Bulletin File
    -
    Authorization
    MasterCard
    08
    Authorization Related
    90
    Authorization
    MasterCard
    12
    Account number not on file
    -
    Authorization
    MasterCard
    31
    Transaction amount differs
    120
    Proccessing Errors
    MasterCard
    34
    Point of Interaction Error
    120
    Proccessing Errors
    MasterCard
    37
    No Cardholder Authorization
    120
    Fraud
    MasterCard
    40
    Fraudulent Processing of Transactions
    120
    Fraud
    MasterCard
    41
    Cancelled Recurring Digital Goods Transaction
    120
    Cardholder Dispute
    MasterCard
    42
    Late Presentment
    120
    Proccessing Errors
    MasterCard
    46
    Correct Transaction Currency Code not provided
    120
    Proccessing Errors
    MasterCard
    49
    Questionable Merchant Activity
    120
    Fraud
    MasterCard
    50
    Installment Billing
    120
    Cardholder Dispute
    MasterCard
    53
    Cardholder Dispute Defective\Not as Described
    120
    Cardholder Dispute
    MasterCard
    54
    Cardholder Dispute Not Elsewhere Classified (US Region only)
    120
    Cardholder Dispute
    MasterCard
    55

    Goods or Services Not Provided
    120
    Cardholder Dispute
    MasterCard
    59
    No Show, Addendum, or ATM Dispute
    120
    Cardholder Dispute
    MasterCard
    60
    Credit Not Processed
    120
    Cardholder Dispute
    MasterCard
    63
    Cardholder Does Not Recognize-Potential Fraud
    120
    Fraud
    MasterCard
    70
    Chip Liability Shift
    120
    Fraud
    MasterCard
    71
    Chip/PIN Liability Shift
    120
    Fraud
    Visa
    30
    Services/Merchandise Not Rendered
    120
    Cardholder Dispute
    Visa
    41
    Cancelled Recurring Transaction
    120
    Cardholder Dispute
    Visa
    53
    Not As Described/Defective
    120
    Cardholder Dispute
    Visa
    57
    Fraudulent Processing of Transactions
    120
    Fraud
    Visa
    62
    Counterfeit Transaction
    120
    Fraud
    Visa
    71
    Authorization Request Declined
    75
    Authorization
    Visa
    72
    No Authorization
    75
    Authorization
    Visa
    73
    Expired Card
    75
    Authorization
    Visa
    74
    Late Presentment
    120
    Processing Errors
    Visa
    75
    Cardholder Does Not Recognize
    120
    Fraud
    Visa
    76
    Incorrect Transaction Code(Credit Posted as a Purchase)
    120
    Processing Errors
    Visa
    77
    Non-Matching Account Number
    75
    Authorization
    Visa
    80
    Incorrect Transaction Amount Or Account number
    120
    Processing Errors
    Visa
    81
    Fraud- Card Present Environment
    120
    Fraud
    Visa
    82
    Duplicate Processing
    120
    Fraud
    Visa
    82
    Duplicate Processing
    120
    Processing Errors
    Visa
    83
    Fraud- Card Not Present Environment
    120
    Fraud
    Visa
    85
    Credit Not Processed
    120
    Cardholder Dispute
    Visa
    86
    Paid by Other Means
    120
    Processing Errors
    Visa
    90
    Non-Receipt of Cash at ATM
    120
    Cardholder Dispute
    Visa
    93
    Fraud Monitoring Program
    120
    Fraud
    Visa
    70 Int'l only
    Card Recovery Bulletin or Exception File
    75
    Authorization
    Visa
    78 Int'l only
    Service Violation Code
    75
    Authorization
    Visa
    1010
    EMV Liability Shift Counterfeit Fraud
    up to 120 days
    Fraud
    Visa
    1020
    EMV Liability Shift Non-Counterfeit Fraud
    up to 120 days
    Fraud
    Visa
    1030
    Other Fraud – Card Present Environment
    up to 120 days
    Fraud
    Visa
    1040
    Other Fraud – Card Absent Environment
    up to 120 days
    Fraud
    Visa
    1050
    Visa Fraud Monitoring Program
    up to 120 days
    Fraud
    Visa
    1110
    Card Recovery Bulletin
    up to 120 days
    Authorization
    Visa
    1120
    Declined Authorization
    up to 120 days
    Authorization
    Visa
    1130
    No Authorization
    up to 120 days
    Authorization
    Visa
    1210
    Late Presentment
    up to 120 days
    Processing Errors
    Visa
    1220
    Incorrect Transaction Code
    up to 120 days
    Processing Errors
    Visa
    1230
    Incorrect Currency
    up to 120 days
    Processing Errors
    Visa
    1240
    Incorrect Account Number
    up to 120 days
    Processing Errors
    Visa
    1250
    Incorrect Amount
    up to 120 days
    Processing Errors
    Visa
    1261
    Duplicate Processing
    up to 120 days
    Processing Errors
    Visa
    1262
    Paid by Other means
    up to 120 days
    Processing Errors
    Visa
    1270
    Invalid Data
    up to 120 days
    Processing Errors
    Visa
    1310
    Merchandise/Services Not Received
    up to 120 days
    Cardholder Dispute
    Visa
    1320
    Cancelled Recurring
    up to 120 days
    Cardholder Dispute
    Visa
    1330
    Not As Described or Defective Merchandise/Services
    up to 120 days
    Cardholder Dispute
    Visa
    1340
    Counterfeit Merchandise
    up to 120 days
    Cardholder Dispute
    Visa
    1350
    Misrepresentation
    up to 120 days
    Cardholder Dispute
    Visa
    1360
    Credit Not Processed
    up to 120 days
    Cardholder Dispute
    Visa
    1370
    Cancelled Merchandise/Services
    up to 120 days
    Cardholder Dispute
    Visa
    1380
    Original Credit Transaction Not Accepted
    up to 120 days
    Cardholder Dispute
    Visa
    1390
    Non-Receipt of Cash or Load Transaction Value
    up to 120 days
    Cardholder Dispute

    The Chargebacks table can be sorted by clicking on the column headings.

    The Export button on the upper left-hand side underneath the chargebacks tab exports the chargebacks table as a CSV or Excel file.

    The Locations drop-down menu displays all merchant locations. This drop-down menu may be used to filter the table by location.

    Click the Transaction # to be brought to the Transaction Detail page. The Transaction Detail page gives further information about the selected transaction.

    The Transaction # column is only available for merchants that use the CardPointe Gateway.

    Retrievals Reporting

    The Retrievals page displays all retrieval requests submitted by cardholders for further details regarding a specific transaction.

    Card Pointe Web Reporting Retrievals Tab

    A retrieval is a request from a customer, bank, or credit card issuer to obtain more information about their transaction with a merchant. Retrievals can become chargebacks if the merchant does not respond, or if the customer is not satisfied with the information thereafter supplied. 

    By default, these retrieval requests are listed in a table with the columns 

    • Location
    • Request Date
    • Due Date
    • Reason
    • Last 4
    • Brand
    • Amount
    • Transaction Number

    Other columns can be listed by selecting them from the Display Columns drop-down menu located above the table.

    Merchant locations can be chosen from the Locations drop-down menu located next to the Display Columns drop-down menu.

    To export this table as a CSV or Excel file, click the Export button located at the top left-hand side of the page.

    Click Display Columns to add or remove columns from the table, or Locations to show only retrieval requests for the selected locations. You can sort the retrieval requests by clicking one of the columns headings or use the search box to find a specific entry.

    Click the Transaction # to be brought to the Transaction Detail page. The Transaction Detail page gives further information about the selected transaction.

    The Transaction # column is only available for merchants that use the CardPointe Gateway.

    For more information regarding your chargeback or retrieval, or to respond to a dispute, please reference your case number and contact the applicable team below.

    • If your merchant number begins with 5444, 7130, or 9125 please dial 866-637-5467.
    • For all other merchant numbers, please dial 800-672-5007.

    If the chargeback in question is for a pin based debit transaction or if you have any other questions please call our Merchant Solutions team at 877-828-0720.

    For further information regarding the chargebacks presented, please call one of the phone numbers at the top of the Chargebacks page.

    Transaction Detail Page

    The Transaction Detail page displays all transaction information for the selected transaction. 

    The top section of the page includes the Print ReceiptEmail Receipt, and Refund buttons. Below is a table providing a brief overview of the transaction. This overview includes: 

    • Subtotal
    • Authorized Amount
    • Captured Amount
    • Settled Amount
    • Date/Time
    • Status
    • Payment Type
    • Location
    • Method
    • Gateway Batch #
    • Funded Batch #

    The lower part of the page holds the Customer Information section contains the details of the customer's payment. It also allows the user to save the customer's payment to a profile by clicking the Save Profile button.

    Transaction Detail Top

    The checkbox requiring the cardholder to have given verbal or written permission must be selected to save the profile of the customer. 

    Transaction Detail Bottom

    The Process Details section includes the transaction number, order ID, front end, among other things. 

    The Transaction History section displays the merchant's transaction history of the customer. 

    For more information on and an index of Response Codes, refer to our documentation on Gateway Response Codes.

    Account Statements

    You can view all of your recent monthly merchant statements on the Statements page. Click the date of each statement to download a PDF copy for your records.

    Card Pointe Web Reporting Statements Tab

    Card Account Updater Reporting

    For merchants enrolled in the Card Account Updater add-on, the Card Updates page displays detailed information on all card account updates that occurred within the past year, as well as information on declined transactions within the past 60 days.

    The Card Updates page includes the following reports:

    If you're not enrolled in the Card Account Updater service, the Card Updates page instead displays the total amount of your declined transactions using stored profiles in the last 30 days. Card Account Updater can help reduce declines due to changed or closed accounts by automatically updating your stored profiles with the latest updates.

    Update History

    The Update History table provides detailed information on all card account updates that occurred within the past year. To view the Update History table, select Update History from the selector at the top of the page.

    The number of Card Account Updater fee transactions on your monthly statement represents the number of updates billed during the statement period. This number may vary from the number of updates reported in CardPointe for the same period as a result of the turnaround for processing updates.

    Click Choose Columns to customize the columns that display on your report. 

    You can filter the results by Update Date, Location, and Update Response values.

    You can sort the results by Update Date, Location, and Token.

    You can search the results by Token, Account Name, File ID, Old Last 4, and New Last 4.

    Column Name

    ExampleDescription
    Update Date

    05/16/2021 11:59:05 AM

    The date on which the card update occurred.
    LocationOld CityThe merchant location (name) associated with the card update.

    Token

    9418594164541234

    The secure token representing the customer's card number. The last 4 digits of the token match the last 4 of the card number, and are automatically updated if the card account number changes.

    Click the token to view more detailed information on the profile(s) and update history associated with this card.

    Update ResponseNew Number

    The type of update that occurred. One of the following:

    Note: These status values are truncated on exported reports, as shown in parenthesis ( ) below.

    • Account Canceled (CLOSED)- The card account was closed or canceled. This status
    • Deleted (DELETED) - The customer profile was deleted, or the associated token was unenrolled from the Card Account Updater service.
    • Error Submitting (INVALID) - There was an error submitting the card account or token, and it will not be checked for updates.
    • Token Issue (TOKEN) - There was an issue processing the token, and it will not be checked for updates.
    • New Expiration (EXPIRY) - The card account was updated with a new expiration date.
    • New Number (UPDATE) - The card account was updated with a new card number.
    • Opted Out (OPTOUT) - The card account has been opted out of the Card Account Updater service, and it will not be checked for updates.
    • Rejected by Brands (NOGOOD) - The card account was rejected by the card brand, and it will not be checked for updates.
    • Contact Issuer (CONTACT) - Contact the card issuer for more information about this account.
    Old Expiration

    10/21

    The previous expiration date for the card. If the expiration date hasn't changed, this column displays the current expiration date.
    Old Last 41233The previous last 4 digits of the card number. If the card number hasn't changed, this column displays the current last 4.
    New Expiration05/25The new expiration date for the card if the expiration date has changed; otherwise, blank.
    New Last 41234The last 4 digits of the new card number if the card number has changed; otherwise, blank.
    Old BrandMastercardThe previous card brand associated with the card account. If the brand hasn't changed, this column displays the current brand.
    New BrandVisaThe new card brand associated with the card account if the brand has changed; otherwise, blank.
    MID1234567890The CardPointe merchant ID associated with the update.
    File ID20210607627

    The unique identifier for the update request sent to the card brands.

    Decline Report

    The Decline Report table provides information on all declined transactions within the last 60 days, including the total amount of the declines. 


    Click Choose Columns to customize the columns that display on your report.

    You can filter the results by Location and Last Update Response values.

    You can sort the results by Amount, Email, Last 4, Last Update Date, Location, Name, Phone Number, Token, Date, and Transaction #.

    Column Name

    ExampleDescription
    Transaction #

    R123456789012

    The retrieval reference number (retref) from the authorization response, preceded by one of the following capital letters:

    • R - Indicates a CardPointe Gateway transaction.
    • T - Indicates a third party transaction.
    • C - Indicates a cash transaction.
    LocationOld CityThe descriptor of the Merchant ID performing the transaction. 

    Descriptors for MIDs can be viewed and modified on the Administration page.
    Date04/01/2020 09:58:00 AMThe date and time of the transaction, in Eastern Time.
    NameJohn DoeThe cardholder's name, if provided.
    Token9418594164541234

    The secure token representing the customer's card number. The last 4 digits of the token match the last 4 of the card number, and are automatically updated if the card account number changes.

    Click the token to view more detailed information on the profile(s) and update history associated with this card.

    Last 41234The Last 4 digits of the card account used in the transaction. 

    Click the hyperlink to display the update history for this account.

    Amount

    $10.00

    The amount of the transaction.
    StatusDeclined

    Always "Declined."

    ResponseExpired cardThe Gateway or processor response that describes the decline reason.
    Last Update Date05/16/2021 11:59:05 AMThe date of the most recent update to the account used in the transaction.
    Last Update ResponseNew Number

    The most recent update that occurred for the account used in the transaction. One of the following:

    Note: These status values are truncated on exported reports, as shown in parenthesis ( ) below.

    • Account Canceled (CLOSED)- The card account was closed or canceled. This status
    • Deleted (DELETED) - The customer profile was deleted, or the associated token was unenrolled from the Card Account Updater service.
    • Error Submitting (INVALID) - There was an error submitting the card account or token, and it will not be checked for updates.
    • Token Issue (TOKEN) - There was an issue processing the token, and it will not be checked for updates.
    • New Expiration (EXPIRY) - The card account was updated with a new expiration date.
    • New Number (UPDATE) - The card account was updated with a new card number.
    • Opted Out (OPTOUT) - The card account has been opted out of the Card Account Updater service, and it will not be checked for updates.
    • Rejected by Brands (NOGOOD) - The card account was rejected by the card brand, and it will not be checked for updates.
    • Contact Issuer (CONTACT) - Contact the card issuer for more information about this account.
    Phone Number5555555555The cardholder's phone number, if provided.
    Emailname@email.comThe cardholder's email address, if provided.

    Virtual Terminal

    The CardPointe Virtual Terminal allows you to accept payment cards and eChecks using your computer's web browser and an internet connection. Using the Virtual Terminal, you can initiate card-not-present and card-present authorizations, captures, settlements, voids, and refunds. In addition, you can easily and securely  save customer payment information, and configure Billing Plans for recurring payments.

    Accepting EMV Transactions

    If you want to accept EMV (chip) card payments using the CardPointe Virtual Terminal, you can add a CardPointe Integrated Terminal or CardPointe Integrated Desktop device to your solution. See the CardPointe Integrated Terminal + CardPointe Virtual Terminal or Augusta + CardPointe Virtual Terminal pages for more information.

    Handling Stored Profiles

    The Virtual Terminal enables you to create and manage stored customer profiles, allowing you to process one time and recurring payments quickly and securely using stored payment details.

    For more detailed information on these requirements, see our Visa and Mastercard Stored Credential Transaction Framework Mandate support article.

    To comply with card brand rules for handling stored payment information, the Virtual Terminal requires you to verify some important information:

    • Cardholder Permission
      When creating or updating a stored customer profile, or when creating or updating a billing plan with new payment details, you must verify that you obtained the cardholder's permission to store and reuse their payment information.

    • Cardholder Participation
      When using a stored profile to process a transaction, specify whether or not the customer is present for (or actively participating in) the transaction, or if it is a subsequent payment that the customer previously authorized.

    If only one of the Cardholder Participation options is applicable to your business, you can specify a default Cardholder Participation value on the Administration > Virtual Terminal Settings page, to avoid specifying a value for every transaction.

    Navigating the Virtual Terminal

    Refer to the screenshot below and the descriptions that follow for using the Virtual Terminal.

    Card Pointe Web VT VT Overview
    1. Transaction Options - The transaction options allow you to specify the location, transaction type, capture setting, and search for a specific customer.

      Location
      • Choose the merchant location that is performing the transaction. This automatically defaults to the first location listed within the Locations section of the Administration screen.
      Transaction Type & Capture Setting
      • Sale - Process a sales transaction. The capture options include Authorize and Capture and Authorize Only.
      • Verify - Verify a customer's payment method without authorizing funds (also known as a Zero Dollar Value Authorization). A Zero Dollar Value Authorization performs an Address Verification (AVS) check, and confirms that the three or four digit Card Verification Value (CVV) code is valid.
      • Force Credit - Allows you to process refunds without reference to the prior sale transaction when either (a) the sale occurred over a year before the refund, or (b) the sale was processed through a payment gateway other than CardPointe.
        Note:
        Force Credit transactions must first be enabled for your merchant account and increases your exposure to possible fraud by allowing users with sufficient permissions to issue credits to consumer cards for the purposes described above. You are required to ensure that all force credits comply with applicable card organization rules.
        Additionally, you are required to authenticate your account the first time you attempt to run a force credit during your active session. CardPointe sends a Verification Code to your email address and prompts you to enter the code as shown below.
      Search
      • Search for an account holder and select a result to automatically fill the Account Holder Data fields.
    2. Account Holder Data - Enter the account holder's information in all fields or use the search box to search for a customer and auto-fill the account holder data.
      • Email Receipt - Check the box to send a receipt of the transaction to the address provided in the Email Address field.
      • Store Customer Profile - Check the box to create a Customer Profile and save the the Account Holder Data and Payment Data securely for future transactions.
        Note: Storing payment data requires cardholder permission and processing transactions using stored payment data requires indicating whether the cardholder is present or actively participating in the transaction, or if it is a subsequent payment that the cardholder previously authorized. Read the Handling Store Profiles section of this document for more information.
    3. Payment Data - Enter the account holder's payment data in this section of the Virtual Terminal. If you are performing a card-present transaction, click the Device/Terminal Card Entry link to swipe, dip, or tap the payment card using a terminal.
    4. Transaction Details - Enter the amount of the transaction, as well an any other required fields (such as Tax, Tip at Time of Sale, Invoice #, etc.)

    Customers

    CardPointe offers the ability to securely store and manage a cardholder's payment information in a Customer Profile for quick and simple payment processing. The Store Customer Profile option can be selected when performing a transaction in the Virtual Terminal, or a Customer Profile can be stored manually using the Add New Customer button on the Customers page.

    Each customer profile can contain a combination of cards and eCheck payment methods, with a singular payment method chosen as the default. When performing a transaction in the Virtual Terminal, enter the cardholder name in the search box to load a Customer Profile. Enter the amount and other required Transaction Details to complete the transaction.

    To create or update a Customer Profile, you must verify that you have obtained the cardholder's permission to store and reuse their payment details. If you have obtained their permission, either written or verbal, check the Cardholder Permission box.

    Card Pointe Web VT Customers

    Billing Plans

    CardPointe provides the ability to easily create recurring billing plans for your customers. Billing plans are ideal for subscription-based services, such as fitness club memberships and mobile phone plans, as well as for recurring payment plans, such as auto loans and hospital bills.

    Card Pointe Web VT Billing Plans

    Creating a New Billing Plan

    You can setup billing plans for the following payment intervals:

    • Daily
    • Weekly
    • Monthly
    • Yearly

    To create a new billing plan:

    1. On the Virtual Terminal page, select Billing Plans.
    2. Click New Billing Plan. The Create Billing Plan screen displays.
    3. If you have multiple merchant locations, select the relevant location from the drop-down menu.
    4. Enter the customer's billing and contact information in the corresponding fields. Please note the following:
      • The Name on Card field is mandatory, and all other fields are optional.
      • The Always use default payment method for this profile checkbox is selected by default. When this box is selected, the default payment method that is assigned to the customer's profile is used for the billing plan. To edit a customer's default payment method, navigate to Virtual Terminal > Customers tab > select a customer > select a payment method at the right of the screen > click Make Default.
      • Selecting the Email Receipt checkbox emails a receipt of the transaction to the address provided in the Email Address field.
    5. In the Plan Scheduling section of the screen, choose the desired billing interval from the drop-down. By default, Monthly intervals are selected as this tends to be the most commonly used billing interval.
    6. Choose the billing Start Date.
    7. Choose the billing frequency in the Bill Every field. In this example, the customer will be billed on a bi-monthly basis since the Monthly interval is selected, and because the billing frequency entered in the Bill Every field is set to 2 months.
    8. In the Until field, choose whether the billing plan should end based  on the following options:
      • Cancelled - The plan will remain active until it is cancelled by the customer.
      • Date - The plan will remain active until a specified date.
      • # of Payments - The plan will remain active until a specified amount of payments are received.
    9. Enter a name for the plan in the Plan Name field.
    10. Enter the amount owed for the billing plan in the Amount field. Upon entering a billing amount, the Billing Schedule Preview section displays the number of payments that remain for the billing plan.
    11. Check the Cardholder Permission checkbox to verify that you obtained the cardholder's permission to store and reuse their payment information. 
    12. When finished, click Save to create the billing plan.

    Managing Billing Plans

    CardPointe makes it easy for you to manage all billing plan details, such as:

    • Modifying the plan amount.
    • Modifying the plan name.
    • Modifying the payment account.
    • Cancelling individual payments.
    • Cancelling the billing plan.
    • Processing a payment ahead of the scheduled date.
    • Marking a payment as paid when payment is submitted by cash, check, or other means.

    Ensure that you obtained the cardholder's permission before you create a billing plan or update a billing plan with new payment information. For existing billing plans that you created before this feature was released, you must obtain the cardholder's permission when updating their profile.

    Under Cardholder Permission, select the check box to verify that you obtained the cardholder's permission to store their payment information in CardPointe.

    Modifying an Existing Billing Plan

    To make changes to an existing billing plan, click the applicable Plan Id.

    Card Pointe Web VT Billing Plans Select Plan

    You can view the Billing Plan Details displayed on this page, as well as the following options:

    • Edit Plan - Modify the plan name, amount, or scheduling
    • Cancel Plan - Cancel the billing plan to stop all future payments
    • Edit Payment Account - Modify the payment card used for the billing plan
    • View Customer Profile - View and modify the customer's profile data
    Card Pointe Web VT Billing Plans Plan Detail

    Modifying an Individual Payment

    Past and future scheduled payments are shown in the Plan Schedule section below the Billing Plan Details. The Plan Schedule provides an overview of all payment history and scheduled payments.

    1. Use the search field to quickly find an individual payment, then click options.
    2. You can now choose one of the options to Pay Now, Mark as Paid, or Cancel this payment.

    Scheduled Payments

    CardPointe makes it easy to search for past and future payments of a recurring billing plan on the Scheduled Payments page. Using this page, you can view all billing plan payments scheduled for a specific date, or filter by:

    • Location
    • Status
    • Account
    • Plan ID
    • Plan Name
    Card Pointe Web VT Scheduled Payments

    Filtering and Searching Scheduled Payments

    You can narrow the list of scheduled payments displayed in the table by selecting a specific Location, Status, or Date. Use the search box to quickly search for a specific scheduled payment using the customer's name, amount, plan name, and more.

    Sort the results by clicking one of the column headings to sort the table in ascending order by that field. Click again to sort in descending order.

    Card Pointe Web VT Scheduled Payments F Ilters
    Card Pointe Terminals

    You can modify, cancel, or initiate payment of the scheduled amount early by clicking on the Plan Id to view the Plan Schedule.

    Catalog

    The CardPointe Catalog enhances your selling experience within the CardPointe Mobile app. Using the CardPointe desktop application, you can:

    • Easily create products with custom pricing.
    • Assign your products to product categories.
    • Create monetary and percentage-based discounts that can be applied at the product and cart levels when selling with CardPointe Mobile.
    • Define tax settings.

    The text box in the upper section of this page allows the user to edit how the business is referenced.

    The text box in the lower section allows for the user to edit how the locations are referenced. 

    Note: The CardPointe desktop application allows you to manage your catalog, while the CardPointe Mobile app allows you to manage your catalog and sell your products from the catalog. For more information on using the Catalog in CardPointe Mobile, please click here.

    Granting Users Access to CardPointe Catalog Management

    Any CardPointe user with access to the Virtual Terminal can also process transactions using the Catalog in CardPointe Mobile. However, for a user to be able to create products, categories, and discounts in both the CardPointe desktop application and in CardPointe Mobile, you must grant the user permission via a setting on the "Administration" screen in CardPointe Desktop.

    To enable Catalog management for your CardPointe users:

    1. Click Administration in the top nav of the CardPointe Desktop Application.

    2. Click Users.

    3. Select the user from the list.

    4. Click the Site Permissions tab.

    5. Check the Catalog Admin box.

    6. Click Save.

    Creating Products

    Products are any items that you sell using CardPointe Mobile. The products that you create in the CardPointe desktop application are selectable in CardPointe Mobile on the "Register" screen during the checkout process.

    To create a product:

    1. Click Catalog in top navigation and select the Products tab.
    2. Click Add Product.
    3. On the "Add Product" screen:
      • Give the product a name. 
      • Enter the product price.
      • If the product has a SKU, enter it in the "Product SKU" field (optional).
      • To apply a discount to the product, search for and select the discount in the "Discount" field.
      • Choose whether the product should be "Active." If a product is not active, it will not be selectable on the "Register" screen during the checkout process in CardPointe Mobile. We recommend using this setting when a product is out of stock.
      • Enter a description of the product (optional).
    4. When finished, click Save.

    Creating Categories

    You can group your products into product categories to make them easier to manage in CardPointe Mobile. For example, if you sell electronic products, then your product categories might be TVs, speakers, computers, and cables. You may also wish to create product categories for products that are on sale, seasonal items, or for products in a specific size or color.

    To create categories in the CardPointe desktop application:

    1. Click Catalog in top navigation and select the Categories tab.
    2. Click Add Category.
    3. On the "Add Category" screen:
      • Give the category a name.
      • Choose whether the category should be "Active." If a category is not active, you will not be able to select the category during checkout when selling with CardPointe Mobile.
      • Select a color to help distinguish the category from others that you create. You must choose a color in order to create the category.
      • Enter a description for the category (optional).
      • Click Save.

    Adding Products to Categories

    To add products to categories in the CardPointe desktop application:

    1. Select an existing category from the list on the Categories screen (Catalog > Categories tab). 
    2. Click the Add/Remove button to assign products to the category.
    3. Locate and select the products from the list of available products.
    4. When finished, click Save.

    Creating Discounts

    You can offer your customers monetary and percentage-based discounts that can be applied against individual products or against all products that are in the cart when selling with CardPointe Mobile.

    Note: Discounts created in the CardPointe desktop application are immediately available for use within the CardPointe Mobile app.

    Creating Product Discounts

    To create discounts in the CardPointe desktop application that can be applied to individual products in your catalog when selling with CardPointe Mobile:

    1. Click Catalog in top navigation and select the Product Discounts tab.
    2. Click New Discount.
    3. On the "New Discount" screen:
      • Give the discount a name. 
      • Choose whether the discount should be applied as a percentage or as a dollar amount.
      • Enter the discount amount.
      • Choose whether the discount should be "Active." If a discount is not active, it will not be selectable during the checkout process in CardPointe Mobile.
      • Enter a description of the discount type (optional)
    4. When finished, click Save.

    Creating Cart Discounts

    Cart Discounts are applied against to the total cost of the items in the cart when selling with the CardPointe Mobile app.

    To create Cart Discounts in the CardPointe desktop application:

    1. Click Catalog in top navigation and select the Cart Discounts tab.
    2. Click New Discount.
    3. On the "New Discount" screen:
      • Give the discount a name. 
      • Choose whether the discount should be applied as a percentage or as a dollar amount.
      • Enter the discount amount.
      • Choose whether the discount should be "Active." If a discount is not active, it will not be selectable during the checkout process in CardPointe Mobile.
      • Enter a description of the discount type (optional)
    4. When finished, click Save.

    Marketplace and Add-Ons

    CardPointe Marketplace is your one-stop shop for terminals, add-ons, and plugins. You can access the marketplace by logging in and navigating to the Marketplace tab. 

    The following third-party integrations are available on the Marketplace:

    Type of IntegrationCurrent Offerings
    CardPointe Hardware
    eCommerceHosted Payment Page
    CoreCommerce

    WooCommerce
    Integrated POS SolutionsClover
    AccountingClique
    InstantAccept

    Administration

    The Administration screen allows you to customize your CardPointe account. 

    Descriptor Settings

    Differentiate between various merchant accounts or locations by altering the labels for each of the merchant IDs on the Descriptors page.

    Card Pointe Web Admin Descriptors

    Edit the label for the merchant account in the text box of upper section of this page, Name of Business

    Edit the labels for locations in their respective text boxes in the lower section of this page, Locations.

    Users

    Access the Users tab within Administration to manage the users' contact settings, permissions, and notification settings, as well as viewing each user's transaction history.

    Card Pointe Web Admin Users

    For each user the table on this page displays:

    • First Name
    • Last Name
    • Email
    • Status
    • User Type
    • Date Added
    • Last Log on Date 

    To access the User Detail page for a given user, click on either the first or last name of the user. 

    To export this table as a CSV or Excel file, use the Export button directly beneath the Users tab. 

    To create a new user, click the New User button located next to the Export button. 

    Creating Additional Users

    Your initial CardPointe account is created as an admin user, granting you access to all information and functions within CardPointe. To provide access to other individuals within your business, create a separate user account for them. You can control permissions for each individual account, allowing you to control each user's level of access.

    1. Click the New User button.
    2. Enter the user's Name, Email address, Time Zone and select the User Type.

    Standard users are restricted from creating or managing users, and can be further limited to specific data and functions by location. Admin users are granted full access to all data and functions.

    1. For admin users, click the Save button to create the account.

      For standard users, enable the applicable permissions for Location, Catalog Admin, Virtual Terminal functions, Reporting data, Billing, and Support Ticketing. Then click the Save button to create the account.

    You are required to authenticate your account the first time you attempt to create a new user during your active session. CardPointe sends a Verification Code to your email address and prompts you to enter the code as shown below. A successful authentication is valid for the duration of your session.

    A registration email is then sent to the email address for the individual to create a password and complete the account registration. User permissions can be modified at any time by clicking on the user's name.

    User Detail Page

    The User Detail page displays the contact information, dashboard notifications, email notifications, and transaction history for the selected user. 

    Depending on the permissions of the selected user, the tabs on the User Page are the following: 

    • Contact Info
    • Location Permissions
    • Site Permissions
    • Dashboard Notifications
    • Email Notifications
    • Transactions
    • Terminal
    User Tabs

    Contact Info

    The Contact Info tab displays the following information for the selected user: 

    • Username
    • First Name
    • Last Name
    • Email
    • Time Zone
    • User Type 

    The first and last names can be edited within the text box. The Time Zone and User Type can be edited in their respective drop-down menus. To save changes made to the profile, click the Update button at the bottom of the page. Otherwise, click the highlighted Cancel text. 

    The Reset Password button will reset the password for the user. The Delete User button will delete the user from the CardPointe account.

    If the selected user has not registered to the account with their email address, a Resend Registration Email button will appear at the top of the page. Click this to resend a registration email to the selected user. 

    Contact New

    Location Permissions

    The Location Permissions tab lists the locations associated with the account. To give the user permission for a location, that location must have a check mark on the box to the left of the location name. To check all locations, click the Toggle All Locations button at the top of the page. After altering details on this page, save the changes by pressing the Update button. Otherwise, click the underlined Cancel text. 

    Location Perm

    Site Permissions

    The Site Permissions tab lists the permissions for a selected user. These permissions are organized into four sections: 

    • Catalog Admin
    • Virtual Admin
    • Reporting
    • Billing
    • Support

    To grant permissions to the selected user, click the checkboxes to the left of each permission name. To save these changes, click the Update button at the bottom of the page. Otherwise, click on the underlined Cancel text. 

    Site Perm New

    Dashboard Notifications

    The Dashboard Notifications tab can be used to edit the notifications the user receives on their CardPointe Dashboard. The notifications are broken into two types: System Notifications and Transactions & Event Notifications.

    To grant permissions for the selected user, click on the checkbox to the left of the permission name.

    In the Transactions & Event Notifications section, the location for which the user would receive notifications can be changed by clicking on the drop-down menu at the top of the section.

    At the bottom of each section is a Save button that must be clicked to save any changes made to their respective sections.

    Changes made can be disregarded instead of saved by clicking the Cancel text located next to the Save button.

    Dashboard Not New

    Email Notifications

    The Email Notifications tab can be used to edit the notifications the selected user receives through their registered email. The layout and options are the same as the Dashboard Notifications

    Email Not

    Virtual Terminal Configuration

    Access the Virtual Terminal tab within Administration to configure which fields are visible in the Virtual Terminal, require specific fields for Customer Profile creation, and activate CardPointe Integrated Terminal on Virtual Terminal to accept payments using a CardPointe Integrated Terminal.

    These settings are split into three sections: 

    • Virtual Terminal/Transaction Detail Settings
    • Customer Profile
    • CardPointe Integrated Terminal for CardPointe Virtual Terminal

    To save changes in these sections, click the Save button at the bottom of their respective section. Otherwise, click on the underlined Cancel text. 

    Below is a table of the fields available for the Virtual Terminal in the Virtual Terminal/Transaction Detail Settings and their corresponding description.

    2022 11 28 16 42 04

    Tool Tips

    CVVCVV is the 3 or 4 digit security number found on the back of a credit card.
    USB Device Card EntryEnable the USB Card Entry Device on the Virtual Terminal.
    Convenience FeeExpose a field on the Virtual Terminal to enter an additional convenience fee.


    Note: A convenience fee can only be applied to transactions for locations that do not apply a credit card surcharge.
    Tip at Time of SaleExpose a field on the Virtual Terminal to enter a tip amount.
    Store Profiles by DefaultStore customer information by default on the Virtual Terminal.
    GSAExpose a field on the Virtual Terminal to set the Tax Exempt attribute.

    Disable PANs (tokens only)

    Disable ability to enter payment account numbers (PANs) on the Virtual Terminal. Only tokens accepted.
    Refund ReasonWhen refunding a transaction, prompt the user for a reason for the refund.
    Virtual Terminal - TaxShow a field to enter tax amount on virtual terminal.
    Transaction Details - TaxShow the tax amount on transaction detail page.
    Virtual Terminal - POShow a field to enter PO Number on virtual terminal.
    Transaction Details - POShow the PO Number on transaction detail page.
    Virtual Terminal - InvoiceShow a field to enter Invoice Number on virtual terminal.
    Transaction Details - InvoiceShow the Invoice Number on transaction detail page.
    Transaction Details - Level 3Show the level 3 data on transaction detail page.
    Cardholder ParticipationSelectIn Person / On Phone / Online for any transaction on the Virtual Terminal in which the cardholder is actively participating in the transaction (for example, if the cardholder visited your location to make a payment).


    Select Other for any transaction in which the cardholder is not available to participate (for example, a follow-up payment after an initial transaction).


    Note: Your selection does not impact the card-present/card-not-present classification.


    Learn More About Customer and Merchant Initiated Transaction Classifications

    Order ID

    An order ID for the transaction. Will be searchable.

    The options for the required fields for Customer Profile creation in the Customer Profile section are: 

    • Company Name
    • Address
    • Address 2
    • City
    • State
    • Zip
    • Country
    • Email
    • Phone

    The CardPointe Integrated Terminal for CardPointe Virtual Terminal has one checkbox to Activate CardPointe Integrated Terminal on Virtual Terminal

    Activating this setting will give you the ability to process transactions with your CardPointe Integrated Terminal on the CardPointe Virtual Terminal (via the Device/Terminal Card Entry button). In order to process a transaction on a CardPointe Integrated Terminal, the logged-in user needs to be paired with that terminal. Users can pair to a terminal via their My Profile page. Administrators can also pair users via the Administration > Users page.

    CardPointe Integrated Terminals are disabled in the Virtual Terminal for locations that apply a credit card surcharge.

    Custom Fields Configuration

    Access the Custom Fields tab within Administration to configure whether custom fields should be active, required, or shown on receipts. 

    Card Pointe Web Admin Custom Fields

    Receipt Configuration

    Access the Receipts tab within Administration to configure the fields and formatting of your receipts.

    On the left side of this page, there is a digital representation of the receipt which the customer will receive after a transaction. Above this is a location drop-down menu to select the receipt template for another location. 

    The fields which can be configured to display on the receipts are: 

    • Email Subject 
    • Business
    • Address 1
    • Address 2
    • City
    • State
    • Zip
    • Phone
    • Card Number
    • Card Holder
    • Support Number
    • Custom Fields
    • Tax
    • Convenience Fee
    • Signature Line
    • Message.
    Card Pointe Web Admin Receipts

    Batch Settings

    Access the Batching tab within Administration to configure your batch close-out times for each merchant account.

    Select the merchant account which you wish to alter from the drop-down menu at the top left-hand side of the page. 

    Configure Later Next Day Funding Batches

    Merchants who process on the North platform (CardPointe, Clover and First Data POS/Gateway only) have the ability to batch out at a later time, while still getting their funds the next day. 

    The batch close-out time that you choose should be no later than 9:50 PM EST in order to receive funds the next day.

    To configure later next day funding in CardPointe:

    1. Navigate to Administration > Batching.
    2. Uncheck the box next to "Automatically close batch for Next Day Funding."
    3. Hover your mouse over the bar graph and choose a new cutoff time for next day funding. The batch close-out time that you choose should be no later than 9:50 PM EST.
    4. Click Save.

    Security Settings

    Access the Security tab within Administration to configure whether the Address Verification Service (AVS) and Card Verification Value (CVV) security checks are enabled, as well to set transaction amount limitations.

    This page is split into three sections: 

    • Security Features
    • Transaction Amount Limits
    • CVV/AVS Validation

    The Security Features section is used to select the merchant account to which changes will be made. 

    The Transaction Amount Limits section is used to create a transaction amount limit. This section lists each MID followed by a checkbox and a text box. To set a limit for a MID, click on the checkbox and enter the desired amount into the text box. 

    The CVV/AVS Validation section is used to activate validations for CVV and AVS, as well as transaction threshold. 

    When active: 

    • CVV validation forces transactions with CVV mismatches to be automatically declined. 
    • AVS validation forces transactions with Address Verification System mismatches to be automatically declined. 
    • Threshold requires that transactions under the specified amount will be Authorized and Voided if there is an AVS mismatch. If the transaction is over the specified amount, it will be accepted before an authorization is attempted. 

      For AVS validation, processing transactions where there is a mismatch on both ZIP and Address will result in an auto-decline. Transactions will also decline if the ZIP mismatches and address matches. Choosing not to pass ZIP and/or Address will not cause an auto-decline.

      Card Pointe Web Admin Security

      Submit a Support Ticket

      Need assistance with CardPointe or have questions about your hardware? We have your back! You can contact our Support team by submitting a support ticket without having to leave the CardPointe application.

      You can now submit support tickets to request changes to your merchant account. See Updating Your Merchant Account for more information.

      Before You Submit a Support Ticket...

      We encourage you to perform a search on this Support site to see if you can find an answer to your question. If this site does not solve your problem, we welcome your feedback with open arms! Simply click the Send Feedback button at the bottom-right of any page on this site to tell us how we can improve your support experience.

      Who Can Submit Support Tickets?

      Any CardPointe user with the appropriate permissions can submit Support tickets in CardPointe.

      • Admin Users
        By default, "Admin" users have the ability to submit Support tickets.
      • Standard Users
        "Standard" users can also submit Support tickets, but they must first have their account permissions updated.

      Granting Permission to Submit Support Tickets

      If you are an admin and you wish to grant "Standard" users access to submit Support tickets, simply follow these steps:

      1. Navigate to Administration > Users and select the user that you wish to grant access to submit Support tickets.
      2. Click the Site Permissions tab.
      3. Scroll down and check the box next to Support Ticketing.
      4. Click Update. The user now has the ability to create Support tickets in CardPointe.

      Note: If the "Support Ticketing" option does not display on the "Site Permissions" tab, please contact your Partner for assistance.

      Creating a Support Ticket

      To create a support ticket in CardPointe:

      1. Navigate to the "Support" tab and click Create Ticket.
      2. If you have multiple merchant locations, you can open a ticket for a specific location by choosing the site from the Location dropdown
      3. Select the purpose of the ticket from the Reason dropdown.
      4. Enter the required information and add attachments to your support ticket.
      5. When finished, click Save to submit the ticket. A member of our support staff will respond as soon as possible. If you would prefer to be contacted over the telephone, please include your contact information in the ticket description.

      Updating an Existing Support Ticket

      It's easy to add comments to a support ticket and to view a ticket's history.

      Adding Comments to a Ticket

      To add additional comments to a ticket or to respond to our Support team:

      1. Click the Ticket ID link from list.
      2. Click Add Comment to add additional information or to respond to our Support team.

        When a Support agent responds to the ticket, their response will appear in the list of comments.

      Viewing a Ticket's History

      You can view the history of a ticket by clicking the History tab.

      In order to ensure a quick response time, please refrain from opening more than one ticket on the same topic.

      Subscribing to Ticket Updates

      Want to be in the know when an update occurred to one of your Support tickets? You can opt to receive email notifications whenever a Support ticket is created or updated on your merchant account.

      1. Navigate to Administration > Users and select the user that you wish to subscribe to ticket updates.
      2. Click the Email Notifications tab.
      3. Scroll down to the "Transactions & Event Notifications" section and check the box next to Support Ticket Alerts.
      4. Click Save when finished. You will now receive email notifications when support tickets are created and updated.

      Updating Your Merchant Account Information

      You can create a support ticket to make the following changes to your account:

      When you submit a ticket, a CardPointe Support team member will update your account. You'll receive an email to notify you when the change is complete. 

      The following ticket types require a digital signature and two-factor authentication to complete:

      • Bank Account Change
      • Legal Name/Tax ID Update
      • DBA Update

      Bank Account Change

      To request a bank account change, select the Bank Account Change ticket reason.

      Before you begin, ensure that you have the following information available: 

      • The old routing and account numbers
      • The new routing and account numbers
      • The new bank account type (deposit, withdrawal, or both)
      • The Tax ID associated with the merchant account
      • The last 4 digits of the account owner’s Social Security Number
      • The merchant account owner's legal name
      • A voided check, in the event that your information cannot be verified automatically
      Card Pointe Web Support Bank Change

      The Bank Account Change ticket includes the following fields:

      FieldDescription
      Old Routing NumberThe current bank account routing number.
      Old Account NumberThe current bank account number.
      New Account Type

      Select one of the following types for the new account:

      • Deposits & Fees
      • Deposits Only
      • Fees Only
      • ACH (ProfitStars)
      New Bank NameThe name of the bank to which the new account belongs.
      New Bank Phone NumberThe contact phone number for the bank to which the new account belongs.
      New Routing NumberThe routing number for the new account.
      New Account NumberThe bank account number for the new account.
      Attachment

      Optionally, attach one of the following to verify your new bank account information:

      • Voided check
      • Official bank letter

      Note:
      If you do not provide an attachment, you might be prompted to provide one if we are unable to verify your new account with the information that you provided.
      Tax IDThe tax ID associated with the account, required to sign the form.
      SSN-4

      The last 4 digits of the account owner's SSN, required to sign the form.

      Note: This is not required for non-profit or Individual/Sole Proprietor accounts.

      Signer NameThe account owner's Legal Name, required to sign the form.

      Legal Business Name/Tax ID Change

      To request a legal business name or tax ID change, select the Legal/Tax ID ticket reason.

      Card Pointe Web Support Biz Name Change

      The Legal/Tax ID ticket includes the following fields:

      FieldDescription
      New Legal NameThe new legal name for this account.
      New Tax ID

      The new Tax ID for this account.

      Must be 10 characters including the dash.

      Attachments

      One of the following, to verify your new information:

      • W9 form
      • SS-4 IRS issuance letter
      • 147C EIN Verification Letter
      • Most recent tax return
      Tax ID
      (Current)
      The current Tax ID, required to sign the form.
      Signer Name
      (Current)
      The account owner's current Legal Name, required to sign the form.

      DBA Name Change

      To request a doing business as (DBA) name change change, select the DBA Name Change ticket reason.

      Card Pointe Web Support DBA Name Change

      The DBA Change ticket includes the following fields:

      FieldDescription
      New DBA NameThe new Doing Business As (DBA) name that you want to use.
      Tax IDThe tax ID for the account, required to sign the form.
      SSN Last 4The last 4 digits of the owner's Social Security Number.
      Signer NameThe account owner's Legal Name, required to sign the form.

      Demographic (Contact Info) Change

      To request a phone number, mailing address, or physical location address change, select the Demographic Change ticket reason.

      Card Pointe Web Support Demographic Change

      The Demographic Change ticket includes a description field for you to provide the details of your change request. for example, if you want to change your contact phone number, you could specify "Please change my phone number to (111)111-1111."

      CardPointe FAQs

      What is this fee on my statement?

      See below for a list of fee definitions.

      Authorization and Transaction

      FeeDefinition
      Authorization FeesCharged each time the card is swiped, keyed, or used in ecommerce, including approvals, pre-authorizations, verifications where card validity and/or AVS is confirmed, and declines. These authorization fees are only assessed on sales, not returns
      Transaction FeesCharged for each settled transaction. Transaction fees are assessed on both sales and refunds.
      ACH Batch FeesCharged each time the batch is closed. Typically, merchants close their accounts once daily
      Voice Authorization FeesCharged if the merchant has to call the card associations to retrieve a voice authorization
      Address Verification Fee (AVS)Charged each time the merchant has to enter a zip code or numbers of a street address for verification. This will always be charged on every transaction run through a CardPointe product since AVS is always passed
      CardPointe Setup FeeOne-time charge for CardPointe setup
      Monthly Platform FeeMonthly fee for using CardPointe
      Authorization FeeCharged for each transaction run through any CardPointe product

      Monthly and Miscellaneous

      FeeDescription
      Application Fee (One Time)Fee charged to submit and process a merchant services application, or to cover the cost of a 3rd party gateway or software product, such as Authorize.net.
      Minimum Processing Fee (Monthly)Minimum amount the processor must make, dependent on the discount rate
      Early Cancellation FeeOne-time charge for cancelling a merchant account when in breach of contract
      DDA Rejects (Per Item)Charge which is only assessed when a withdrawal is rejected due to insufficient funds in the merchant’s bank account
      Statement Fee (Monthly)Charge for preparing and sending the merchant statement, also known as the “Service Fee.”
      Data Breach Fee or Service Protection ProgramMonthly fee that includes $50k in Breach Protection
      Chargeback FeePer occurrence fee for every chargeback incurred by the merchant
      Retrieval FeePer occurrence fee for every retrieval inquiry request issued by the card companies. Differs from Chargeback fee in that there is no action being taken, simply an inquiry into the transaction
      Annual Membership FeeDefunct fee that is no longer used. Only used when converting old accounts and copied over from previous pricing
      Equipment Rental Fee (Monthly)Monthly fee to cover the cost of renting hardware or other equipment
      Regulatory Product Fee (Monthly)Monthly fee assessed to cover the cost of producing the 1099 forms required by the IRS for every merchant.
      PCI Non-Compliance Fee (Monthly)Monthly fee assessed to the merchant if they do not validate PCI compliance within 90 days of activation
      PCI Annual FeeAnnual fee to cover the costs of the processor to maintain full PCI compliance.
      Wireless Fee (Monthly)Monthly fee to cover GPRS terminal cost for cellular service.
      Wireless ActivationOne-time activation fee to cover GPRS terminal setup cost and SIM card.
      Disc P/IDiscount charged per item for each transaction. This is typically seen for merchants who have a transaction fee assessed to the account or in EBT/PIN Debit sales


      What do these declines mean?

      Each decline comes with a code to help you understand why the error is happening. These decline codes are universal, and can be found by simply entering the code into your preferred search engine.

      Who can help me after hours?

      Merchants can call 877.828.0720, for after-hours support.

      What are the next day funding cutoff times?

      The cutoff time for next day funding vary from processor to processor. Contact your account manager to confirm the next day funding cutoff time for your processor.

      In some cases, it may be possible to adjust the batch close-out time to occur later in the day, while still receiving the funds next day. Review the Configuring Later Next Day Funding Batches section of the CardPointe Web App support article for more information.

      How do I void/refund a transaction?

      1. Merchants can void or refund a transaction done by a CardPointe terminal or device by going to the Virtual Terminal on the CardPointe platform. 
        1. Click Reporting.
        2. Locate the transaction.
        3. Click the Transaction#
        4. A button to Void or Refund the transaction displays under Transaction Detail
      2. If a merchant is using a 3rd Party Terminal, you will need void or refund at the terminal. 

      If you still need help, please call 877.828.0720.

      How can I change my demographic information in CardPointe?

      Merchants can access the options to change their receipt information by going to Administration > Receipts subtab. 

      To change the information associated with the account, you will need to contact a Merchant Solutions representative at 877.828.0720

      How can I reconcile my funding vs my transactions?

      You can access the record of all of your transactions under the Reporting tab in CardPointe. If you feel something is incorrect, please call one of our Merchant Solutions representatives for an answer.

      What is the difference between funding summary and a batch report?

      A batch report shows each transaction done in a particular time frame. A merchant can either batch automatically each day at a certain time, or batch manually at their terminal. A funding summary is what actually goes into the merchant’s bank account. This can be comprised of multiple batches, like after a weekend, and can also include debits from the account, like fees or charges taken out.

      Where can I see my statements?

      Your statements are accessible under the Reporting Statements tab. From there, you will be able to see all of your statements from any linked Merchant Identification numbers.

      What is PCI compliance and how do I become PCI compliant?

      The Payment Card Industry Data Security Standard (PCI DSS) is a set of industry rules passed down by the major card brands to protect merchants and customers from data breaches and identity theft. All merchants must be compliant, or risk facing a fine from the card brands. As a CardPointe merchant, your PCI compliance status is determined by your standing in Trustwave’s Trustkeeper portal. You can access this portal under the My Account tab on your CardPointe account.