Frequently Asked Questions

Customer Support

  • Please forward a copy of a voided check from the new account. The new check must have the business name printed on the face of the check. Otherwise, you may forward a letter from the bank stating your business name, account owner routing and account number. Support Contact: support@xenexpayments.com or fax 516.295.8851.

  • If your Federal Tax ID (EIN/TIN) is NOT changing please forward the requested changes regarding your business information. Examples of some changes might be a new phone number, new address, new DBA or the addition of a mailing/billing address. However, if you have been issued a new Federal Tax ID (EIN/TIN) or the Legal Name of your business is changing a new Merchant Application will need to be filled out. Support Contact: support@xenexpayments.com or fax 516.295.8851.

  • Deposits from typically occur within 24-48 hours from the time of the batch is settled.

  • Your monthly statement comprises three main sections Deposits, Deposit Summary and Other Fees. The Deposits section shows the amounts of your daily batches settled and paid to you. The Deposit Item Summary shows the total sales and refunds for the period. Other fees show a breakdown of service fees on your account. The last line show the amount charged to your direct deposit account.

    If you need further clarification on reading your statement you may contact support@xenexpayments.com or call us at 888-918-4409

  • The Payment Card Industry Data Security Standard (PCI DSS) is a set of requirements designed to ensure that ALL companies that process, store or transmit credit card information maintain a secure environment. Essentially any merchant that has a Merchant ID (MID). The Payment Card Industry Security Standards Council (PCI SSC) was launched on September 7, 2006 to manage the ongoing evolution of the Payment Card Industry (PCI) security standards with focus on improving payment account security throughout the transaction process. The PCI DSS is administered and managed by the PCI SSC (www.pcisecuritystandards.org), an independent body that was created by the major payment card brands; Visa, MasterCard, American Express, Discover and JCB.

  • You, and any third party vendors that you utilize, must comply with all applicable requirements of the Payment Card Industry (PCI) Data Security Standard, including Visa’s Cardholder Information Security Program (CISP), MasterCard’s Site Data Protection Program (SDP) and the Discover Information Security & Compliance (DISC) program. You must remain in compliance with these standards as they change. 

  • Xenex Payment Systems strives to maintain a secure environment for processing your transactions as well ensuring that the equipment we supply to our Merchant is PCI compliant.

    Xenex Payment Systems has teamed with TrustWave – a Visa® and MasterCard® accredited Qualified Security Assessor and Approved Scanning Vendor – to help you comply with current industry security standards for your electronic payment solution.

    To become a PCI-DSS compliant Merchants can go to https://pci.trustwave.com/xenex where you will be able to create an account, learn more about PCI Compliant business practices and complete a questionnaire to help you understand best practices for handling electronic payments.

  • The standard can be found on the PCI SSC’s website: https://www.pcisecuritystandards.org/security_standards/pci_dss.shtml

  • We can help you set up a Gateway so you can accept payments through a virtual terminal or your website. Please contact our Support Team for assistance.

  • There are several types of cards that you may be set up to accept. If you are not set up to accept any of the following specific cards and would like to be, please contact Support.

    • Credit Card: Cards that are associated with a line of credit. These cards are issued by Visa, MasterCard, Discover, and American Express.
    • Debit Card: Cards that are associated with a depository (bank account) account rather than a line of credit. These Cards can be PIN-based, Signature-based or a combination of the two. Signature-based debit cards are processed just like a credit card, however, PIN-based cards require the cardholder to enter a PIN number through a PIN pad either integrated or attached to your point-of-sale solution. These cards will generally be cobranded by your banking institution and the one of the major Issuers, such as Visa, MasterCard or Discover.
  • Please contact Xenex Payment Systems at support@xenexpayments.com  or 888-918-4409.

  • You must request authorization from the issuer to accept a card for payment. You must obtain an authorization code before completing any transaction. An authorization request is made via one of the following two methods:

    Electronic Authorization: Swipe a card through or manually enter a card number into a POS device. Then, the POS device sends the transaction information electronically to the issuer for authorization.

    Voice Authorization: Call the appropriate Voice Authorization Center related to Card Issuer (Such as Visa, MasterCard, Discover, American Express), which then communicates the transaction information electronically to the issuer. When calling, either follow the voice prompts of the automated system or the operator. 

    If approved, you will be provided with the authorization code in order to continue processing the transaction.

  • An authorization request is required for every transaction to determine if:

    • The card number is valid;
    • The card has been reported lost or stolen; and/or
    • Sufficient credit or funds are available

    An authorization code does not guarantee that a transaction will not be disputed later.

    An authorization code does not:

    • Guarantee that you, the merchant, will receive final payment for a transaction;
    • Guarantee that the cardholder will not dispute the transaction later (all card transactions are subject to chargebacks even when an approval code has been obtained);
    • Protect you from chargebacks for unauthorized transactions or disputes regarding the quality of goods or services; or
    • Waive any provision of the Agreement or otherwise validate a fraudulent transaction or a transaction involving the use of an expired card.
    • Approval - Most common, this response indicates that the transaction has been approved and you may complete the transaction. This authorization response is alpha/numeric and is usually 6 characters.
    • Decline - The card issuer has declined the transaction and you should ask for an alternate form of payment. The cardholder should contact the issuer for any questions regarding the decline.
    • Decline Pick-Up - The issuer has declined the transaction and requests that the card not be returned to the cardholder.
    • Decline CE/Call Center - The issuer is requesting that you call the Voice Authorization Center, which will either provide an approval code or ask the merchant to request additional information from the cardholder. The Voice Authorization Center will provide this information to the issuer who will either approve or decline the transaction.
  • If you receive a decline pick-up authorization response, do not complete the transaction and have the customer contact their bank immediately.

    Be sure you do not challenge the card user. Avoid any physical confrontation with anyone who may be using a lost, stolen, or otherwise invalid card. Do not jeopardize your safety or that of your employees or customers. Once this person leaves your location, note in writing his or her physical characteristics and any other relevant identification information.

  • For help with changing the information on your receipt, please contact Xenex Payment Systems at support@xenexpayments.com  or 888-918-4409.

  • Transaction receipts are required for all transaction types and must be retained for a minimum of two (2) years or for a longer period as the card rules or the laws may require.

    Transaction receipts should be stored in a safe, secure area in order to comply with PCI Requirements and organized in chronological order by transaction date.

  • A settlement is the final step in processing a transaction. A group of transactions is called a batch, and the process for sending these transactions to us is called settlement. When you settle a batch, information for each transaction is sent to clearing networks. Based on each card number, we send information about a transaction to the corresponding issuer so they can charge the cardholder and you can receive the funds for each transaction. Those funds are deposited into your DDA account.

    During settlement, you are paid and cardholders are billed for previously-approved transactions.

  • It is recommended that you settle your transactions daily to obtain the most favorable pricing. Higher rates could apply to transactions not settled the same day. Also, in order to be funded you must settle your terminal.

  • These are the basic steps in the process of a transaction

    • Your business: Sends all approved, un-settled transactions (known as the open batch) in the POS device to the servicer host to close or settle the batch.
    • Servicer host: Sends Visa and MasterCard card transactions (and, if applicable, Discover Network Transactions) to interchange and other card transactions to the appropriate issuer (e.g., American Express transactions to American Express
    • Issuer: Posts the transaction to the cardholder’s account.
    • Servicer Host: Sends a message to the Automated Clearing House (ACH) to pay you for the transactions.
    • Automated Clearing House (ACH): Sends the funds from the servicer to your DDA via electronic transfer. Fees are debited from your DDA on a monthly or daily basis.
  • No. Your processing fees will be automatically deducted from the Demand Deposit Account (DDA) that you have designated.

  • Visa and MasterCard have introduced card 'Brand Usage' fees for accessing their processing networks. Effective July 1, 2009 VISA implements fees related to network authorization access, as well as punitive fees for misuse of authorization services. The fees can be minimized and penalties can be avoided by following best practices at the point of sale. Abuse is generally described in two areas:

    • Authorizations that are not accompanied by a settlement record. Note that the use of a low-value authorization to test the validity of the card is the most common problem.
    • Forcing or settling a transaction without an authorization.
  • While most authorization and clearing transactions are processed correctly, those that are not can impact a cardholder's option to buy, cause confusion at the point of sale, and impair the effectiveness of automated risk and processing intelligence systems. Recent revisions to the Card Associations’ Operating Regulations support correct processing behavior to help maintain payment system quality and integrity and reduce potential negative impacts. Fee assessment will be based on effectively matching authorizations to clearing/settlement items. In order to minimize the fees, merchants are encouraged to follow these best practices:

    • Limit one authorization for each settled transaction.
    • If you need to verify cardholder account status, perform a zero value account verification transaction instead of $1.00 authorization transaction.
    • Don't force the settlement of any transactions without a valid authorization.
    • Void authorizations within your outstanding batches if they are not going to be settled.

    There can be exceptions to the simplified best practices outlined above. For example, lodging and MO/TO businesses often require more than one authorization in the course of ordinary card acceptance.

  • When you settle your transactions each day, Xenex Payment Systems network routes them to the respective Card Issuers (Visa, MasterCard, and Discover) and Debit Networks through Interchange. Every transaction is assigned an Interchange category based on card type (credit, debit, rewards, purchasing) industry type (retail, e-commerce, etc.) and qualification elements (Swiped Card, Key Entered, Card Present, Card Not Present, etc.). Interchange is the system where transactions are submitted for payment from the Merchant Processor to the Card Issuer or Debit Network. The Card Associations and Debit Networks establish the rules and manage the interchange of all transactions. Interchange also represents the fees paid by the servicer to the card issuer. Fees depend upon the interchange qualification that is assigned to each transaction by the Issuers for processing transactions. These fees are paid at the time the transaction is exchanged and vary based on processing method utilized. For example, it is significantly more expensive to process a hand-keyed transaction than a card-swiped transaction. 

  • Interchange and Card Association fees vary in amount based on industry type, the degree to which cards are authorized, and the timeliness of remitting a sale for payment. There are several rates that may apply to your transactions, depending on your method of processing each transaction.

  • A refund for a transaction must be processed by issuing a credit to the card on which the original purchase was made. You must also prepare a credit transaction receipt for the amount of credit issued. Do not refund a card purchase with cash or check. Do not refund cash or check purchases to a card.

    If you have a special policy regarding returns or refunds, make sure that the policy is:

    • Clearly posted at the point-of-sale
    • Printed on the transaction receipt.
  • For help with refunds, please contact Xenex Payment Systems at support@xenexpayments.com or 888-918-4409.

  • A chargeback is the process an issuing bank uses to handle a disputed transaction. Chargebacks can be initiated by the Cardholder or the bank itself. When a chargeback occurs the funds are withdrawn from the merchants account and returned to the bank.

    When does a chargeback occur?

    Some of the most common reasons for a chargeback are:

    • Failure by merchant to respond to a retrieval request for a legible or complete copy of a transaction receipt
    • The cardholder claims unauthorized use of a card
    • Dispute by the cardholder over the quality of goods or services
    • Failure by merchant to provide goods or services
    • The transaction receipt does not bear the cardholder’s signature
    • The transaction receipt refers to an expired card
    • The transaction receipt fails to comply with the terms and conditions of the agreement or fails to comply with the card rules.

    For more information on chargeback reasons and steps you can take to prevent them please visit https://usa.visa.com/download/merchants/chargeback-management-guidelines-for-visa-merchants.pdf

    What should I do if I receive a chargeback?

    Merchants may dispute a chargeback depending on the chargeback reason. The dispute, referred to as Presentment, must take place within a certain time frame. A request for proper documentation will be specified in the Chargeback Advice Letter.

    The documents should be mailed to Chargeback Processing Center 515 Broadhollow Rd. Melville, NY 11747 or faxed to (516)962-7834. If you have any questions regarding Chargebacks please call Chargeback Processing Center at (800)999-8674 between 9am and 5pm EST

    It is important to carefully track and manage your chargebacks and take steps to avoid future chargebacks.

    How do I avoid chargebacks?

    Chargebacks can be costly. Although it is difficult to eliminate them, you can minimize the occurrence by following these simple steps:

    • Obtain the cardholders signature and make sure it matches the signature on the back of the card.
    • Always obtain a valid authorization number. If needed call for a voice authorization at:
      • VISA/MC - (800) 944-1111
      • DISC - (800) 347-1111
      • AMEX - (800) 528-2121

      and refuse a transaction if you receive a declined code

    • Attempt to resolve issues directly with the cardholder
    • Avoid duplicate processing of a transaction.
    • Include the CVV2/CVC2/CID and AVS codes for Card-Not-Present transactions, if applicable.
    • Include a description of the goods or services on the transaction receipt.
    • Deliver merchandise or services before charging the card.
    • Submit transaction receipts on the same day transactions are authorized.
    • Make sure that the relevant transaction information appears on the transaction receipt.
    • Never accept expired cards or cards having effective dates prior to the date of the transaction.
    • Obtain a signature from the cardholder when merchandise is delivered.
    • Be cautious of shipments to an address other than the cardholder’s billing address.
  • If you would like to add new services please contact support@xenexpayments.com  or 888-918-4409 for assistance.

  • Minimum/maximum limits are allowed in the following instances:-

    • A minimum purchase not exceeding $10.00 on credit card transactions
    • No  minimum and/or maximum is on debit card or prepaid card transactions
    • No maximum on credit card transactions if your business is not a federal agency or institution of higher learning
  • No! Xenex Payment Systems would never request that you provide your Social Security Number, Tax ID Number or other sensitive information in response to an email. If you receive a suspicious email, don’t click on any links in the email or provide any information. If you receive suspicious email that uses the Xenex Payment Systems name please notify us immediately by emailing support@xenexpayments.com or calling 888-918-4409.

  • To understand the requirements for adding a surcharge please visit:

    http://usa.visa.com/download/merchants/surcharge-considerations-and-requirements.pdf

  • Your terminal will settle every day if it has been programmed to batch automatically. You do not need to do anything further.

    • Card Present “Retail” transactions occur when the card and the consumer are physically present at the time of sale. There are two ways in which card present transactions can be processed.
    • Card Swiped Transactions: Whenever possible you want to swipe cards through your POS device. Transactions that are “card swiped” cost less than other transactions and offer more chargeback protection.
    • Key-Entered (Manual) Transactions: Transactions that are processed with the card present should only be key-entered when your POS device is unable to read the card. In these circumstances you can manually enter the card information to process a sale. Always obtain a manual card imprint for card present transactions that are key-entered.
    • Card-Not-Present [Mail Order (MO), Telephone Order (TO), and Electronic Commerce (EC)] Transactions occur when the card is not physically presented to you at the time of sale. It is important that you ensure your POS device is set up to properly process Card-Not-Present transactions in order to minimize chargebacks or transaction disputes.
  • To process a card swiped transaction, follow these steps:

    1. Make sure the card is valid by checking the card’s expiration date and other features.
    2. Swipe the card through the POS device. If the card is successfully swiped, follow the prompts to enter the amount of the transaction and press enter.
    3. The POS device will attempt to obtain an authorization code from the issuing bank. Have the cardholder sign the transaction receipt.
    4. Return the card and the customer copy of the transaction receipt to the cardholder.
    1. Press the “Sale” key to initiate a manual transaction.
    2. When you are prompted by the POS device, enter the card number and the expiration date. Make an imprint of the card on a paper transaction receipt to prove that the card was present during the transaction. Keep the imprinted transaction receipt with the electronically printed transaction receipt from the POS terminal.
    3. Ensure that the paper transaction receipt contains all of the information related to the transaction, such as the transaction amount, transaction date, merchant information, authorization code, and cardholder’s signature.
    1. Swiped cards will process at best rates rather than manually keyed transactions.
    2. In addition, Voice Authorizations do not capture the information necessary for best processing rates.
  • To correctly process a paper transaction receipt, follow these steps:

    1. Make sure the card is valid. Check the card’s expiration date and other features to ensure that the card is valid.
    2. Imprint the transaction receipt. Make a legible imprint of the card on all copies of the transaction receipt.
    3. Call for authorization. Call the voice authorization number provided on the Welcome Card that was packaged with your device or follow the link here on our website for the Voice Authorization number that corresponds to the Card Issuer type and have the following information ready:
      - Card account number
      - Merchant ID Number
      - Amount of sale (dollars and cents)
      - Card expiration date
    4. Write the approval code in the space provided on the transaction receipt. The approval code is required.
    5. Have the cardholder sign the transaction receipt, and then compare signatures.
    6. Return the card and the cardholder copy of the transaction receipt to the cardholder. Make sure to keep the merchant copy of the transaction receipt for your records.
    7. Storage of paper drafts. It is important to keep copies of your transaction receipts in a safe place, filed by transaction date. This is especially important for quickly locating a receipt if questions arise and for managing your PCI compliance requirements.
  • Card Not Present Transactions include Mail Order (MO), Telephone Order (TO), and Electronic Commerce (EC) Transactions. These Transactions occur when the Card is not physically presented to the Merchant at the time of a sale. Many of the steps are similar to processing a Manual Imprint (“paper”) Transaction

    Before you process Card-Not-Present transactions you must obtain the following information from the cardholder:

    • Cardholder account number
    • Card expiration date
    • Cardholder’s billing address for that credit card account (if different)
    • Cardholder’s telephone number
    • CVV2 / CVC2 / CID number (security code)

    Follow the instructions on your POS device to ensure that you are initiating a Card-Not-Present transaction. Please take note of the following two tools that are intended to provide greater security for Card-Not-Present transactions:

    • Verifying the Card Validation Code (CVV2 / CVC2 / CID number): This is a security feature attempts to help minimize unauthorized card activity. After entering the code you will receive either a “match” or “no match” response with the authorization. It is within your discretion whether you process a “no match” response. This is a tool to help you minimize chargeback risk. However, in either case, you are responsible for any risk associated with processing the transaction.
      - For Visa or MasterCard, this number is located on the back of the card in the signature panel after the last 4-digits of the card number.
      - For American Express, the 4-digit number is located on the front of the card, right above the account number.
    • Address Verification Service (AVS): If your POS device is set up for AVS, it will prompt you to enter the zip code of the cardholder to verify the cardholder’s billing address. The decision to process a transaction, with or without the input of this information, is up to you as you, the Merchant, are responsible for any risk associated with processing a transaction.
  • The Card issuer is requiring further information prior to issuing an authorization for the transaction. Call the corresponding numbers provided below.

    Visa/MC Voice authorizations: (800) 944-1111

    Discover Voice authorization: (800) 347-1111

    AMEX voice authorization: (800) 528-2121

    When prompted for a Bank ID enter 067600

    • If the transaction is approved you will need to force the sale through the terminal. If you are unsure as to how to proceed please us for assistance.
    • If you are having difficulty attempting to process the Voice Authorization please contact Customer Service at 888-918-4409so we can assist you.
  • Please contact our Technical Support team for further assistance. It is likely that the terminal may need to be replaced.

  • Has it been a while since you processed a transaction? Please contact out Technical Support Team for assistance.

  • For Example: “Connect Fail”, “No Dial Tone”, “No Line”, “TCP/IP Error”.

    Check all connections to the terminal, the Ethernet cable or the phone line. Please contact Technical Support for assistance

  • Please contact out Technical Support Team for assistance in making this change.

Some of the terminal types we support are:

  • VeriFone 3730/3730 LE
  • VeriFone VX 510
  • VeriFone VX570
  • VeriFone VX 520
  • VeriFone VX 680 - wireless
  • Nurit 8020 - wireless
  • Hypercom T7plus
  • Hypercom 4210
  • Hypercom 4220

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