Frequently Asked Questions

• Who We Are
• Privacy and Security
• Establishing and Managing Accounts
• Equipment and Software
• Training and Support
• Payment Processing Information
• Orbital Gateway
• Orbital Virtual Terminal
• Reporting

How do I establish an e-commerce merchant account?
There are multiple ways to establish an ecommerce merchant account:

• If you are looking to establish a web-based storefront, our payment processing is fully integrated with a number of online store building partners.
• If you are a retail merchant with card-not-present transactions and do not want an integrated solution you can use the Orbital Virtual Terminal, the quickest and easiest way to process card not present orders.
• If you are an existing e-tailer and already have a storefront and need gateway and payment processing services, please contact a sales representative.

How do I establish a retail or traditional direct marketing merchant account?
There are several ways to open an account with Chase Paymentech Solutions. For both retail and direct marketing accounts you can fill out our online request form and a sales representative will contact you. If you prefer to talk with one of our friendly experts for a retail account you can call us at 1-800-708-3740 and for a direct marketing account you can call 1-800-708-3739. Our trained experts will listen to your needs and recommend solutions to help you surpass your business objectives. It's as easy as that.

What are the costs for your processing and other services?
Because each of our customers has unique needs, our processing services are customized according to the specifics of their business. Pricing is based on factors such as type of industry, method in which payments are accepted, card types accepted and a number of other variables. To receive a personalized pricing quote from one of our helpful representatives, please complete a sales inquiry form and you will be responded to promptly.

I want to start conducting transactions over the Internet. Do I need to set up a new account or can I just use my existing account?
If you're already a Chase Paymentech merchant, a separate merchant outlet number will be provided for your online store. Please contact your Relationship Manager to handle the add to your account. We can provide you with chain reporting so you can have both a separate and consolidated view of your company's credit card processing activity. If you need help with a storefront please visit one of our .

Can a merchant outside the U.S. apply for a merchant account with Chase Paymentech?
No, only merchants with a legal presence in the US or Canada (direct response only) can be accepted for merchant services. However, if a US or Canadian merchant has international locations, we can provide international currency support for that merchant.

Can Chase Paymentech handle currency exchange?
Yes, we provide international currency processing. Our facility in Salem, NH (primarily focused on card-not-present transactions) gives merchants the flexibility to price a product in a consumer's local currency, remit a transaction denominated in that currency and receive local currency into a bank account - anywhere in the world. Our "single file" processing capability allows multiple currencies to be settled in a single batch file, or you can send multiple batch files by currency type. Go to products and services for more information.

How long does it take to set up a merchant account?
The time it takes to establish a merchant account depends on several factors including: completeness of the application submitted, accuracy of the information provided and any required additional paperwork. After your application has been approved, it usually takes just a few days to establish the actual account and to arrange for any required training. (Canadian and international processing set-ups are completed in 10 days to two weeks.)

Will my merchant account be approved with a processing limit?
Merchant accounts are approved based on actual or projected dollar volume. Chase Paymentech monitors account activity and reserves the right to review accounts at any time should volume be significantly above or below the level represented on the merchant application.

Why does Chase Paymentech need to review my credit information?
When you apply for a merchant account, you are essentially applying for an unsecured line of credit. When a transaction takes place, the cardholder is debited and the merchant is credited for the amount of the transaction. The cardholder still has chargeback rights and can dispute the transaction for up to 90 days. When a cardholder initiates a chargeback with a valid reason code, the funds are automatically taken from the merchant's account and credited back to the cardholder. Chase Paymentech wants to ensure that each potential merchant is financially sound, has a viable business and is operating in good faith and standing, so these disputes can be resolved with the merchant.

Am I liable for disputed transactions?
MasterCard® and Visa® Card Association rules and regulations govern liability with respect to disputed transactions. In general, you, the merchant, are not liable for disputed retail transactions if a card was swiped through a terminal, the cardholder's signature was obtained and an authorization was obtained. When the card is not present at the time of the transaction, the merchant assumes liability for any disputed charges. Such disputes may be reversed depending on the timing and nature of the cardholder claim. Chase Paymentech provides products and services to help our merchants manage this process efficiently.

How do I receive payment for the transactions I submit to Chase Paymentech?
Using Automated Clearing House (ACH), Chase Paymentech will remit funds due for your MasterCard, Visa, Diners Card/Carte Blanche and JCB transactions to your business bank account. When/if you establish a service agreement with American Express and/or Discover, these issuers will obtain your banking information and pay funds to your bank account.

How can I view my account information?
Chase Paymentech offers several online and offline tools to access information about your merchant account. With these tools you can view, download and import account information such as transaction activity, deposits, funding, chargebacks, retrievals and statement information. Learn more about Chase Paymentech's online data options.

When should I inform my current payment processor that I will be closing my account?
You should wait until your account is set up to process your transactions through Chase Paymentech. Once you're ready to process with us, you can inform your previous provider.