Merchant Account FAQs

FAQ Sections:
Credit Cards
Internet Processing
Recurring Payments
POS Terminals
Merchant Check Services
Consumer Check Questions 
Internet Developer FAQs
Chargebacks
Referral Partners

• Phone: (800) 262-3246 ext. 5
• Fax: (805) 419-8694
• Go directly to our Helpdesk

The Internet

Q: What do I need to accept credit cards on the Internet?

To accept credit cards though the Internet, you need a merchant account and a secure payment gateway. With most processors, the gateway is an extra feature provided by a third-party service, not by the bank. However, ECHO includes both the merchant account and the gateway, and allows transactions to be sent through
the Internet in real time.

Q: How secure are Internet transactions with ECHO?

Internet transactions with ECHO are very secure. First of all ECHO is audited to be fully compliant with Payment Card Industry Data Security Standards (i.e., PCI). Payment information from your customers is encrypted before it is sent with SSL encryption. SSL stands for Secure Socket Layer. This technology is designed to encrypt the text sent from the merchant web site and then decrypt the information on the other side, i.e., the ECHO processing network.

While some ISPs equip merchant Web sites with the SSL technology and include the secure server needed to operate SSL, others require that you purchase your own certificate from Verisign or similar companies.

An SSL Certificate contains a public key and a private key. A public key is used to encrypt information and a private key is used to decipher it. When a browser points to a secured domain, an SSL handshake authenticates the server and the client and establishes an encryption method and a unique session key. They can begin a secure session that guarantees message privacy and message integrity.


Q: What is MOTO?

MOTO is the abbreviation used to describe mail order and telephone order businesses. While many processors shy away from such businesses, ECHO offers comprehensive payment services with competitive pricing and a high, 98% approval ratio of applications received.


Q: What is ECHO's payment gateway and how does it work?

ECHO's payment gateway is available with our merchant account service, letting you accept credit cards or electronic checks online. ECHO has offered on-line payment processing since 1997, and our service is used by thousands of merchants across the U.S. Web sites connect to ECHO using a variety of shopping carts, using commonly used coding such as CGI scripts.

Here’s why it pays to open your merchant account with ECHO:

• We do more than just provide on-line merchant accounts. We provide the mechanism for processing on-line - the gateway service.
• Transactions are processed with state-of-the-art security, SSL encryption, protecting the cardholder, the merchant and the ISP from fraud.
• Your Web developer or ISP can set up the on-line payment service quickly and easily.

Q: Does ECHO offer web site hosting or services?

With our partner SerraHost, ECHO merchants can use ProStores web sites which are easy to set up and maintain, and are fully compatible with ECHO for processing credit cards or eChecks. In addition to acting as a stand-alone storefront, ProStores allow you to set up auctions on eBay. If you haven’t chosen an ISP to host your e-commerce site, you may wish to contact one of the shopping cart developers and ISPs already providing e-commerce solutions through the ECHO gateway service.

Q: What is an online shopping cart?

An online shopping cart is software designed to act as a catalog to showcase all your products to consumers online and allow them to purchase the products. It acts as a virtual store where your customers can enter their payment information. There are display properties and a checkout process. The merchant is notified of any sales by email and/or order logs. Shopping carts are the most widely used system for selling products on the Internet, and ECHO is compatible with many of the most widely used solutions.

You can also design your own on-line order form or custom shopping cart if you prefer. ECHO's compatibility specifications are available free on-line to assist in your coding.

Q: What if I already have a shopping cart and simply need payment processing?

Find out from your shopping cart provider if your cart is compatible with ECHO. If ECHO works with the cart, it should appear in the list. Many of the shopping carts that work with ECHO are listed on the ECHO website on our Shopping Carts page. at: If a shopping cart is not functional with ECHO, it may be possible for the provider to add ECHO compatibility, if you ask.

Q: I'm just starting out. Can you help me get an online store?

Merchants who are just starting out with an on-line business can use one of our shopping cart developers and ISPs to set up a customized Web site. Or, your ECHO merchant account can be set up to process payments on a simple hosted online store at our partner SerraHost, with its eBay compatible ProStores. With SerraHost, you have an easy, fast means of building a store yourself using our templates and guided by on-line instructions, and phone assistance.

Q: How does ECHO differ from PayPal?

ECHO is a full service payment processor that handles both credit card and eCheck payments and deposits them directly to your account. Virtually everyone can use one of these two methods to pay for products and services. With PayPal, your funds are settled to a PayPal account, not a real bank account, and your means of obtaining funds are more restricted and slower, making cash flow more difficult. With ECHO, you get a real merchant account at FDIC-insured banks, and there is always someone available answer questions or concerns about your account.

Q: Do I have to be near my computer all day to do business online?

No, the beauty of the online shopping cart is that it handles much of your business automatically. You would want to check your email regularly to catch any customer questions and check for orders. Then, once you receive an order, you’ll want to check it over to make sure everything is in order. Lastly, you’ll need to ship the goods.

Q: Is it safe to process credit cards online (e.g., over the Internet)?

Most Web sites have good security, although in Internet as well as physical stores, there always is a possibility for card fraud. See our newsletters for the latest fraud prevention information, and, when you set up to process credit cards with ECHO, we'll provide you with our "10 Ways to Beat Credit Card Crooks" booklet full of strategies to avoid being defrauded.

Credit card processing online is safe for the consumer because un-authorized charges on their card can be reversed.

Q: Technology changes so fast, will my merchant account work in the future?

As a payment processor and NOT company that only sells processing, ECHO’s services must always be up to date with the latest technology. Our own staff of product managers, programmers and payment specialists are constantly reinventing new payment services, new features for our services, and monitoring changing payment regulations for our next-generation services.

The future processing of your merchant account is not something to worry about. If you are processing with a website, your main concern will be how your website changes according to new web-developments, how advanced the website is, and what new features it has.

Referral Partners

Q: What Kind of Referral Programs does ECHO participate in?

ECHO actively seeks referral programs that benefit you, your merchants, and ECHO. Our primary focus is on partners who provide software or other technology solutions to merchants. Such Value Added Resellers can include companies like Professional Solutions, ENS and Plug'n'Play.

In addition, many of our referral partners are ISPs or shopping cart solutions providers who regularly serve merchants and appreciate the ability to integrate ECHO’s payment gateway with their Internet services.

For complete information on the income opportunities available as a partner of ECHO, please visit our www.echo-partners.com.


Q: When will I be paid my referral fee?

Normally, the partner is paid by the tenth of every month for the previous month's new account activity. However, if the amount of the referral fees totals less than $25, then we have the partner's fees accrue until they reach $25.

Q: How much is paid for each referral?

The amount of your referral fee can be negotiated depending upon your typical merchant and the volume that you anticipate.


Q: Do I have to have an ECHO merchant account to become a member?

No, it is not required for you to have a merchant account to be a referral partner; however, it is preferred and we do not charge any fees for you to open an account. By becoming an ECHO merchant if you will not only learn the process of becoming an ECHO merchant, but you will also have credit card processing when you need
it with your set-up fee waived. There is also no charges when you’re not processing, so you lose nothing by becoming a merchant. Having a merchant account is required for partners who wish to use our on-line Referral Tracking System.

Q: Where can I find plug-ins and documentation for ECHO's gateway?

ECHO’s gateway documentation and plug-ins can be found at: www.openecho.com.


Recurring Payments

Q: Does ECHO let me process recurring payments?

Yes, we welcome recurring payments by our merchants. And, our Recurring Payments Manager (RPM) lets you set up recurring payments for your customers quickly and easily. After set up, ECHO bills your customers automatically on the schedule you’ve established, debiting their credit card or their checking account to
meet their preferences. Some businesses that benefit most from this service include:

• Health clubs
• Cable television
• Insurance companies
• Subscription publications
• Charities
• Property and equipment rentals
• Educational institutions
• Collection services

We do not charge extra for your use of RPM. As with all of our services, we charge only for processing with us, i.e., the monthly fee and the credit card transaction or check processing charges.

One of the most important features of RPM is that all your customer data is stored by ECHO which is fully PCI compliant, adhering to the strictest standards of data security established by the card associations.

For a quick overview of how the system works, we recommend you take the on-line tour (requires Flash) in our Recurring Payments section.

Q: Does ECHO offer a recurring payment system?

Yes, we have developed our on-line Recurring Payments Manager (RPM) system that lets you set up and manage recurring payments for your customers quickly and easily. After setup, ECHO bills your customers automatically on the schedule you’ve established, debiting their credit card or their checking account to meet their preferences. Some businesses that benefit most from this service include:

Q: How does ECHO's recurring payments system work?

The system is easy to use and can be set up for your customers quickly and securely. You will have a username and password that admits you to the secure system. Once in, you can set up each customer’s relationship in a one-by-one process, or you can upload batch customer files using data that you format in
the template we provide. Each customer can be set up to pay you by automatic credit card payments or automatic electronic checks. For a quick overview of how the system works, we recommend you take the on-line tour (requires Flash) in our Recurring Payments section.


POS Terminal

Q: What is a POS terminal?

A point of sale terminal, also known as a POS terminal, is a smart system used at your point of sale to process payment transactions. With ECHO, your POS terminal can be used for credit cards (all major cards), debit cards, check guarantee, and check conversion.

ECHO terminal prices are extremely competitive. Just call our Sales Department at 1-800-233-0406, ext. 5, for the latest prices available.

Q: What types of POS terminals/equipment does ECHO offer?

ECHO has provided POS terminal services since 1982, and supports both VeriFone and Hypercom terminal processing. Our widest selection of terminal processing options are available with VeriFone terminals, but we're adding more Hypercom terminal processing capability.

ECHO terminal prices are extremely competitive. Just call our Sales Department at 1-888-BizPower, for the latest prices available.

Q: What is a VeriFone terminal?

VeriFone is the most widely used POS terminal in the United States. The company manufactures a number of cost-effective and reliable terminals, ranging from the Vx570 to old stand-bys like the Tranz 330 or 380. Most of terminals we support can connect via a dedicated phone line or through the Internet. ECHO terminal prices are extremely competitive. Just call our Sales Department at 1-888-BizPower, for the latest prices available.

Q: Can I use my existing terminal equipment?

Yes, compatible terminals owned by merchants can be used with ECHO. To do so, we can download new software to your terminal quickly and easily right over the phone. To determine if your terminal is compatible, call 1-800-233-0406, ext. 5.

Q: Do you rent or lease terminals?

Yes, ECHO leases our leading terminals, the VeriFone Vx570 and Hypercom T7P. ECHO terminal leasing prices are extremely competitive. Just call our Sales Department at 1-888-BizPower for the latest prices available.

Q: What about supplies?

Supplies for terminals can be purchased from ECHO simply by calling our Customer Support Department at 1-800-262-3246, ext. 1, or by sending them an e-mail at customer-support@echo-inc.com

Q: What is the cost of equipment?

ECHO terminal prices are extremely competitive. Just call our Sales Department at 1-888-BizPower, for the latest prices available.


Q: What equipment should my business use to process credit cards and checks?

The choice of terminals or other processing systems is entirely dependent upon your type of business, the amount you have to spend, your transaction volume, etc. If you have a busy retail business, you'll want to use a POS terminal. It provides two primary advantages, plus a host of others:

• Preferred processing fees with swiped cards. This can save you as much as 30% of the cost of conducting a transaction.
• Improved customer service expedited by the efficiency of a POS terminal's response time of approximately 4 seconds or less.

If your business is not as busy, you don't want to invest as much money on equipment, or you conduct a lot of business over the phone or with mail order, then our other processing services may be just as effective for you, such as the virtual terminal.

In our check services arena, terminals can be used for check guarantee services, or the Visa POS Check service that converts checks to electronic items at the point of sale. These services require the use of an imager or MICR reading device that attaches to the terminal. Electronic checks can also be processed as accounts receivable checks (NACHA code: ARC), via our Internet virtual terminal.

Q: I am receiving Error Codes when I try to process a transaction. What do they mean?

Error Codes are used to alert a merchant to the possibility that a transaction should not be processed. Some of the most common “Error Codes” are represented below.

05 = Do Not Honor
13 = Invalid Account
14 = Invalid Card
54 = Expired Card
Click here for a complete list of Error Codes

Q: Can you explain my “Pass Through Fees”?

Pass-through fees are charges that all Acquirer/Processors pay directly to Visa/MC for the use of their networks. Those fees are based on variables associated with your specific processing method. For example, the lowest pass-through fees are typically given in a Face-to-Face swiped transaction where the card and
cardholder are both present.

Q: Why am I getting charged “Non-Qualified” for my commercial cards when I swipe them like other transactions?

The terminal is not set up to prompt for additional information associated with Commercial Card processing. Call Customer Support at 1-800-262-3246, ext. 1, for assistance in setting up the Commercial Card function in your terminal

Q: What is AVS?

AVS stands for Address Verification Service. If AVS is used during a transaction, it qualifies you for the lowest possible pass-through rate. Responses to an AVS include:

X or Y - Match (good). Both the numeric address and the ZIP code match the issuing bank's database.
A - Partial match (address matches but the ZIP doesn't). Contact the customer and resolve the discrepancy.
W or Z - ZIP Matches but numeric address doesn't. Contact the customer.
N - Warning! Nothing matches, so there seems to be a problem here you should resolve with the customer.
G or U - The issuing bank doesn't support AVS. "G" is an international customer, so automatically we recommend greater vigilance against fraud.

Internet Developer FAQs

Q: I'm getting 'INVALID TERM ID 1013' error from the ECHOnline system.

If you are getting the message:

INVALID TERM ID 1013

This is a response from the ECHOnline system where either the ECHO-ID or PIN is incorrect, or you are missing the field order_type. Generally, shopping cart and payment form software have a place to configure your ECHO-ID and PIN. One cause of this error is if the ECHO-ID or PIN in your software is not passing those
values to the ECHOnline system. You can also get this error if order_type is not passed to ECHOnline. Make sure these values are being passed correctly.

Check if you can login with your ECHO-ID and PIN to https://wwws.echo-inc.com/Review/. If you can't, please contact Customer Service at 1-800-262-3246, extension 1 and they will help you resolve the login issue.

Q: How do I view all of the ECHOTYPE responses?

If you only see the ECHOTYPE2 response, but want to see all three responses, view the source of the document. In Internet Explorer, Click View and then Source.

For any transaction, you get all three responses ECHOTYPE1, ECHOTYPE2, and
ECHOTYPE3. If you use debug=C you will not see these responses.

Q: Do you have a manual that explains how your system works?

Here are links to our two most popular documents:

ECHO's Integration and Testing Guide.

ECHO's Host Specifications

Q: What if transactions are taking a minute or more?

When a server connects to the ECHOnline transaction processing system, the ECHO firewall is configured to perform a "Reverse DNS lookup" (RDNS) on the IP address of the server requesting the connection. We do not require ECHOnline users to provide a response to the reverse lookup. However, if no response is provided, the connection will remain open until the RDNS times out. This can be on the order of several minutes.

To see if your reverse DNS lookup is configured properly, you can use this web site to key in your ip address and request a reverse dns lookup:

http://remote.12dt.com/rns/

(thanks to http://riherds.com/, a trophy and awards co that provides this site.)

In order to correct this condition on your DNS server, have your DNS administrator check the setting in the zone file.

A couple of our merchants had their own DNS configured properly, but their upstream provider was not passing through this information to ECHO when requested. Once the provider made the fix, their transactions went fast.

Q: What if ECHO host times out?

If the transaction times out on the response, then we have duplicate checking in the system to prevent the card being double-posted. If the exact same transaction is submitted twice in the last 8 hours and the previous transaction is either pending (P) or has been approved (G), then it will be declined with a 1511 Duplicate Transaction code. That's what the transaction counter field in the interface is for. (It also protects against keyboard chatter, when the same order screen is submitted twice.)

Beyond the automatic duplicate protection, then there are a number of ways to confirm the status of the transaction. The first way is to look in the ECHO Transaction Review, available to all ECHOnline and ECHONet merchants. If the transaction TRULY timed out, then it will not show up in the Summary screen, and the transaction in all probability never was sent to the host for processing.

If it does show up in the summary screen, then it may be approved (G), declined (D, or a couple of other states. If the ECHOnline-to-ECHO host connection times out, then the transaction will be in the database with either a pending (P) state or a timeout (T) state. In this case, in addition to normally-detected timeouts, any "pendings" longer than 15 minutes are also probably timeouts. The next business day, these transactions (the "P's" and "T's") should be looked up on ECHOLink, and if they have not been processed, then the card data can be resubmitted through ECHONet. That's the only genuinely verifiable way to confirm whether or not a transaction has been processed.

Q: What is a COM object?

COM stands for "Component Object Model." It is a Microsoft technology that works under the Windows operating system. Think of a COM object as a library of useful functions (like a DLL file) which can be shared by any COM compliant web server such as IIS, O'Reilly's WebSite, and others. Any good "shrink-wrapped" shopping
cart web application for Windows should be able to use COM objects but COM is really a property of the web server, not the shopping cart.

Q: What is OpenECHO?

OpenECHO.com is the Web site established by Electronic Clearing House to assist Internet developers, programmers and Web designers in integrating shopping carts and other on-line payment systems with the ECHO payment gateway. For more details, go to http://www.openecho.com/about_openecho.html.


Q: Where do I download the COM object?

The COM object can be found on the OpenECHO website in the Windows Download section.

Credit Cards

Q: What do I need to accept credit cards at my business?

You don't need anything special to accept credit cards at your business. We approve over 98% of applications for U.S. businesses. While there are a few types businesses that we do not approve, we DO approve retailers, service businesses, mail order, telephone order, Internet, home-based businesses and multi-level marketing businesses.

Q: Which cards can I accept besides Visa and MasterCard? (Discover, American Express)

ECHO allows merchants to process Visa, MasterCard, American Express, Discover, Carte Blanche, Diners Club, and JCB credit cards. In addition, retail merchants can accept debit/ATM cards issued by Interlink, Maestro, Pulse, Star and NYCE card system members.

Q: What are the advantages of using ECHO to accept credit cards?

We love questions like this! We provide a number of advantages to merchants wishing to accept credit cards.

• Competitive rates and fees.
• Free 24/7/365 customer support
• Nimble, technology focused firm which is flexible enough to customize solutions
• Many alternatives for processing, including POS terminals, Internet, virtual terminals, touch tone phones and PC software.
• All industries served. We specialize in Internet and Mail order processing, recurring payments, retail, convenience stores, government payments, as well as business and residential services.

Besides our competive rates and fees, ECHO pricing has some hidden advantages you will appreciate:

• Preferred processing of Rewards card payments. Rewards cards are cards held by customers that have airline mileage points, rebates and other incentives to use the cards. While other processors charge you the highest level of pass-through fees, we have a special, lower rate for rewards card purchases.
• Refunds for credits. When you issue a refund on a card purchase, in other words you credit back the payment, we refund most of the original discount rate charged to your account.

Q: What's the difference between a credit card and a debit card?

A credit card is a card that lets a consumer access funds in a credit line set aside for that user. When the purchase is made, and settlement occurs, funds are drawn from the credit line and deposited to the merchant's account. On the other hand, a debit card is a payment card whose funds are withdrawn directly from the cardholder's checking account. With an on-line debit card, the customer must enter a PIN to authorize payment at the time of sale (and the funds are settled through a debit network). In the case of off-line debit cards (generally with Visa or MasterCard logos) the customer signs a receipt, as would be the case in a credit card transaction. In this case, the funds are transferred after batch settlement.

Q: Is it really worth it to accept credit cards?

Merchants around the world rely on credit card acceptance to:
• Increase sales: In general, your customers can and will spend more with a credit card than with cash or checks.
• Increase credibility: Consumers recognize that a business that accepts credit cards is a legitimate business, one in whom the credit card associations have "endorsed" by allowing them to participate in the credit card system.
• Better customer service: Accepting a credit card is easy and fast, usually more efficient than virtually any other type of payment acceptance.
• Reduce back office handling. It is far simpler for your accounting staff to handle credit card transactions than to list and deposit checks or cash. Saving their time, saves you money.
• Reduce cash losses. Cash is easy to “lose” or get pocketed by unscrupulous staff. Credit cards circumvent that problem. For the cost of a merchant account with ECHO, you can afford this additional credibility and increased sales.

Q: What is a discount rate?

The discount rate is the percentage of sales amounts that the bankcard acquirer or travel and entertainment (T&E) card issuer (i.e., American Express, etc) charges the merchant for the settlement of the transactions. Much of the discount rate is dictated by the "interchange" costs imposed by the card associations. At ECHO,
discount rates are extremely competitive. Please call our Sales Associates at 1-BizPower for assistance with determining the discount rate applicable for your business.

Q: What is Address Verification Service (AVS)?

Address Verification Service (AVS) is a fraud prevention service that validates a cardholder's address (provided during a transaction) against the card issuer's records. This service is normally required as part of a credit card authorization for mail order/telephone order/Internet transactions. A code is returned with the authorization result that indicates the level of accuracy of the address match and helps secure the most favorable interchange rates. Note that if AVS returns a "no match" result, it is up to the merchant to decline the transaction, it is not stopped automatically by ECHO.

AVS Codes Explained
X or Y - Match (good). Both the numeric address and the ZIP code match the issuing bank's database.
A - Partial match (address matches but the ZIP doesn't). Contact the customer and resolve the discrepancy.
W or Z - ZIP Matches but numeric address doesn't. Contact the customer.
N - Warning! Nothing matches, so there seems to be a problem here you should resolve with the customer.
G or U - The issuing bank doesn't support AVS. "G" is an international customer, so automatically we recommend greater vigilance against fraud.

Security Codes
With ECHO, most credit card services also support Security Codes, often called by their Visa and MasterCard abbreviations, CVC2 and CVV2. These are printed on the reverse of virtually all Visa and MasterCard cards and on the front of America Express cards. The Visa CVV2 code (Card Verification Value 2) and MasterCard
CVC2 code (Card Validation Code 2) are three-digits at the end of the account number printed in reverse italic type on the back of the card. For America Express, it’s a four-digit code printed on the front of the cards over the embossed account number.

Q: What is a payment gateway?
Secure payment gateway companies help other processors conduct secure business on the internet using Secure Socket Layer (SSL) technology. ECHO uses its own payment gateway.

• They provide a system that passes credit card data, authorization requests, and authorization responses over the internet using encryption technology.
• The transaction information is sent by the Payment Gateway secure server to the credit card network where the validity of the card is checked and the availability of funds on that account is verified. An authorization code is returned to the Payment Gateway; the authorization is encrypted by the Payment Gateway and transmitted in encrypted form to the web server of the merchant, which triggers fulfillment of the
order.

ECHO has its own Secure Payment Gateway. There are no gateway fees for our gateway, so your only costs are those associated with the actual credit card transactions.

Q: Will my business receive a statement that reports on the transactions processed?

ECHO knows that merchants rely on our reporting services to account for the transactions they process, both for credit card and for all the check services we support. Reporting on transactions is available in a variety of forms, and each has their own strengths:

A Monthly Statement, our Automated Deduction Notice, summarizes all credit card and debit card processing activity for the merchant. These are mailed automatically at the beginning of each month.

On-line transaction reporting is available for all services, providing up to the minute, detailed information merchants can use to confirm payments, identify processing problems, and other issues.

Weekly detail reports can be requested for an additional fee.

Q: Can we transact in other currencies besides the US?

All funds you receive from ECHO payment processing services will be in U.S. dollars. This should not be a problem for our merchants: we only serve U.S. businesses. However, an international purchaser using a credit card will be billed in his home country in the currency used by that country. You get paid in dollars; he or she is billed in the other currency; the credit card companies do the exchange electronically so you don't have to deal with non-U.S. currencies.

Q: How are credit cards charged?

When you, the credit card merchant, want to accept a credit card for payment, the following process occurs:

The following is a brief summary:
1) You submit an "Authorization Transaction" to your processor (e.g. ECHO) using your preferred processing system (POS terminal, PC software, etc.)
2) ECHO accesses the Visa/MasterCard network to communicate the authorization transaction (including the transaction amount) to the issuing bank. This ensures that the card is valid and that the transaction amount does not exceed the cardholder's credit limit.
3) Besides authorizing the transaction, the authorization puts a "hold" for the transaction amount on the cardholder's credit limit. That way, the funds are available to you when you complete the transaction.
4) If the authorization succeeds, you will submit the deposit transaction to receive payment.
5) Your processor (ECHO) settles the day’s transactions into your bank account at your sponsoring bank.

Q: Can I key in orders manually?

Yes, you can key in credit card orders in a Point of Sale (POS) terminal or use the Internet-based virtual terminal. Merchants typically do these kinds of transactions when the card does not swipe properly in a retail business, or to conduct transactions for mail order or phone order businesses. ECHO offers other
low-cost alternatives to POS terminals, such as processing by Internet, telephone, or using a virtual terminal.

Q: Will my business name appear on my customer’s credit card statement?

Yes, your business name will appear on your customer's credit card or debit checking account statement. That is why it is so important to be sure you have the legal name of your business be the same as the name you advertise to your clients.

Q: Can I use ECHO for both credit card processing and check services?

Yes, you can. ECHO has made it easy and affordable to accept credit cards, debit cards and checks. All of our credit card and check services are integrated for you. And the price to open up a merchant account is the same, regardless of how many services you use. So, for example, you can use a Point of Sale terminal for
your retail credit card and electronic check conversion transactions, and also have a Web site that accepts credit cards and electronic checks.

Q: What are the advantages of debit cards/ATM cards?

As a merchant, you may already be aware that more and more consumers prefer using debit cards. Here’s why:

• They’re easier to use than a check
• Statements are itemized with the location and time of the debit card transaction. Checks are not.
• Most debit cards double as ATM cards. There’s less for the consumer to carry around.
• The consumer uses his checking account instead of adding to his credit card debt. Accepting debit cards gives you the edge.

Here’s what makes ECHO’s debit card program especially advantageous for you:

• Debit card transactions cost less as a percentage of the transaction than all but the smallest credit card transactions.
• Sale proceeds are deposited into your DDA as soon as 48 hours after transactions.
• Transactions are easy and fast. Conducting a debit card transaction is just as fast as conducting a credit card transaction.
• Debit card transactions will appear on your consolidated merchant processing statement along with your credit card transactions.
• With ECHO, transaction fees are debited at the end of the month, NOT as each transaction is processed. So, you benefit from float.
• 24/7 ECHO customer support . . . just like our credit card support. See our debit card page for more information and pricing.

Q: What is an Authorization?

As the name implies, an authorization is a transaction you use to:
• Help verify that the card is not counterfeit
• Verify that the cardholder has sufficient credit for the purchase
• Place a "hold" on the cardholder’s credit line for the amount of the transaction

Q: What is a deposit? Do I need to process a deposit for every sale?

A deposit is the transaction that withdraws funds from the cardholder’s credit line and deposits them into your merchant bank account. Every sale must include an authorization and a deposit, in that order. Usually, in a retail setting, the authorization and deposit are handled as a single "sale" transaction. In mail order
or other "non-magnetic" transactions, the deposit might come hours or even days after the authorization, and is timed to the delivery of the goods.

Q: How long do I need to wait for the proceeds of a deposit to be made available in my bank account?

Deposits to your bank account will be available at our sponsoring bank in two business days. The funds from other cards (American Express, Discover, etc.) deposited electronically are posted to your account in accordance with the terms of your agreements with those organizations.

Q: Do I need to run the authorization separate from the deposit transaction?

No. When the goods or services are being delivered immediately, such as with a POS terminal, you will use the SALE transaction (or Authorization and Deposit transaction). So, in addition to authorizing the charge, it deposits the funds for the sale into your checking account.

Q: I’ve already obtained an authorization. Do I still need to process a deposit?

Yes. The funds will not be available to you unless you process the deposit.

Q: What Is an Authorization Number?

An authorization number, whether obtained electronically through your POS system, your PC processing system, the Internet, or from a representative at the Visa/MasterCard authorization center, indicates that the transaction has credit available on the card and that the transaction is not disputed by the cardholder.

Q: Why do I sometimes get a "call voice center" response when I try to get a credit card authorized?

There are two primary reasons you might get this response.

First, the automated, high-speed communications system ECHO uses to receive authorizations may be inoperable for some reason. This happens very infrequently, but when it does ECHO will advise you to call the voice center.

The second reason this might occur is the card-issuing bank may want to talk to you before they approve the transaction. This can be due to a reported stolen card or just a lot of transactions in a short time (holiday shopping).

Q: What are the Authorization Center phone numbers to use when I get a "call voice center" response.

The authorization center numbers for ECHO merchants are:
VISA/MC – 800-325-9855
Discover – 800-347-1111
American Express – 800-528-2121
Diner’s Club/Carte Blanche – 800-525-9040

Q: How do I set up my terminal?

To set up your ECHO terminal, just call customer support at 800-262-32463 press "1" for customer support) for assistance. Normally our customer support department will contact you soon after the account is opened, however if you receive your terminal first.

Q: How do I operate my terminal?

A step-by-step guide is provided for every merchant using POS services. If you did not receive one or simply have questions about your terminal, please call customer support at 1-800-262-3246, ext. 1.

Q: What’s the difference between my ECHO ID number and my Merchant Number?

Your ECHO ID number is a unique number assigned by ECHO at the time your account was opened. You’ll find it on your monthly billing statements and other correspondence from ECHO relating to your account.

Your merchant number is a 15-digit number that you will find on your imprinter plate (or possibly on your printer receipt). It was assigned to you by ECHO’s Visa/MasterCard sponsoring bank and will start with a prefix containing 6 digits that relate to the specific bank.

It’s good to keep your merchant number near the terminal since it will be requested whenever you are required to call the Visa/MasterCard Authorization Center for special authorizations. If you do not know your merchant number or just want to be sure it is correct, please call ECHO Customer Support and we will be happy to give it to you.

Q: What Is A Chargeback?

A cardholder may dispute a charge for many reasons. The cardholder is within his/her legal rights to begin procedures to dispute the charge up to six months after the date of sale, although in some cases the charge may be disputed up to 3 years after. Please see our complete list of FAQs on chargebacks here.

Q: What About Other Cards?

If you have any questions on chargeback procedures for Discover, American Express or Diner’s Club/Carte Blanche, contact the local representative of that issuer.

Q: What Is A Credit?

A credit is a refund issued by you to a legitimate customer due to a return, cancellation of a sale or entry error. This transaction reduces your day’s processing total. With ECHO, a portion of your discount rate on the original sale is refunded to you when you process the credit.

A credit is required when a customer returns merchandise or cancels a sale and requests a refund on the amount of the return. You should process the credit through your POS system if the original transaction was electronically deposited.


Q: Am I Required To Issue A Credit?

No. But even if it is your store policy not to issue credits, your customer has the right to seek reimbursement through chargeback procedures. If your store incurs excessive chargebacks, you may be required to pay additional fees and, in extreme
cases, have your right to accept VISA or MasterCard revoked. Therefore, a refund to one dissatisfied customer may be better than a potential chargeback — but you must make that decision.

Q: Do I Still Need A Sales Draft?

Yes! For every face-to-face credit card sale, a sales draft must be completed. This draft is a legal and binding contract between you and your customer. If you have a POS system with a printer attached, it will automatically generate a sales draft for credit cards that are deposited electronically. When the draft has finished printing, present it to the cardholder for signature. Give the cardholder the bottom copy of the draft and retain the top copy (with the original signature) for your files.

Q: Do I Need to Have an Imprint of the Card for it to be Accepted for Payment?

Yes. The imprint of the card is your proof that the actual card was present at the time of the transaction. This proof is critical in the case of a disputed transaction and could make the difference between your being liable for a transaction or not.

If you use a POS terminal to process credit cards, swiping the card through the mag stripe reader provides the same proof as an imprint. However, it for some reason the card does not read in your terminal, we recommend using a separate card imprinter to capture the card imprint.

Q: What Information Needs to be on the Sales Draft?

Whether printed by your POS system printer or produced manually on an imprinter, the sales draft must contain:
• A truncated form of the credit card number (not applicable if manually imprinted)
• Authorization and Reference Numbers
• Signature of customer
• The card’s expiration date
• Date of sale
• Amount of sale, including tax
• Description of goods/services

Q: What Do I Do with My Copies of the Sales Draft?

You are required to keep your drafts for three years (even if you sell your business). In the event of a question or chargeback, you may be required to produce the signed sales draft. Check with your accountant for guidance before destroying sales drafts.

Merchant Check Services

Q: What check services does ECHO provide to merchants?

ECHO provides check services for virtually any type of business. Click here for the complete catalog of services available.

Q: What advantages does ECHO provide over other check services?

ECHO is a tier 1 processor, meaning that we offer direct access to both the eCheck clearing system and to check authorization systems we own. The Automated Clearing House transactions (ACH, or eCheck) we process are controlled by our proprietary systems and our own originating bank. Likewise, checks are authorized
through our industry-leading database and in many cases through the Visa POS Check network of banks.

Processing checks through ECHO allows you to:

• Expedite cash flow over traditional paper methods
• Reduce the risk of accepting checks that are later returned unpaid and must be collected.
• Improve the success rate of collecting items that are returned.
• Reduce paper handling and clerical workload at your business.

Q: Can I accept checks over the Internet?

Yes, ECHO provides merchants with the ability to accept checks over the Internet. Your customers enter their check account information into their shopping cart and the check is then processed through the Automated Clearing House (ACH). For complete information, see the our on-line check processing service page.

Q: What is check verification?

Check verification is a low-cost service applicable to certain chain store environments. For information, please visit our NCN site for information on NCN and its application for collection agencies and major accounts.

Q: What is check guarantee?

Check guarantee is like an insurance policy for checks you accept at your retail location. Then, any checks that are returned unpaid to your bank are sent directly to ECHO. We pay you the amount of the check and your cash flow continues without interruption whether or not the check is collectible later on. Our check guarantee service, is a low cost way to accept checks worry-free for less than the cost of credit card processing.

Q: What is electronic check conversion?

Electronic Check Conversion, or "ECC" greatly reduces the cost, time, and risks associated with check acceptance at the point-of-sale (POS). ECHO's check conversion service converts paper checks into electronic items, so you don’t have to deposit checks at your bank. This means that you get your money faster and you can detect problems with specific accounts sooner.

For retail merchants, our ECC service features real-time account authorization through the Visa POS Check Service, or, for accounts in non-participating banks, checks are authorized with our NCN database. Either way, your check risk is significantly reduced.

With ECHO, you have the option of using a check imager to give you an electronic check image you can view or print from a secure Web site, in case you need to collect on a check.

For more information, see Electronic Check Conversion on our Web site.

NOTE: Our service requires that consumers complete and sign each check before you process them, for added security.

Q: What is check collection or check recovery?

Check collection (also called recovery) is a service that uses various means to collect on checks that have been returned unpaid. When your bank receives the returned check, it forwards it to us and we immediately attempt to collect the item using a paper draft. Failing that, our collectors make telephone calls and/or send letters to collect from the consumer. At ECHO the letters contain an actual image of the check, something which greatly reduces the chance of a consumer claiming that he or she did not write a check. We serve all 50 states, and train our collectors to treat your customers with courtesy and professionalism. For more information on the service see our check collection section of the Web site.

Q: What is a check image?

At ECHO, ECC or accounts receivable check processing (for mailed-in checks) use an imager to produce a digital image that is available on-line at our secure Web site. The transaction data is processed through the Automated Clearing House for fast and secure processing of our eCheck. A parallel process at the point of sale captures an image of the check and stores it in the MICR reader/check imager which are then transmitted to the secure on-line image repository where merchants can retrieve them.

Q: What is check re-presentment (RCK)?

Check re-presentment, known in the industry as RCK, is an automated, consumer friendly, electronic process to collect returned checks. For the merchant, the check acceptance process at the point of sale is virtually the same. You’re not bothered with collection issues, instead, your bank mails us all your returned checks. We re-present them up to two times electronically through the Automated Clearing House (ACH). The second re-presentment is on paydays - the 1st or 16th of the month to increase success rates. You are paid 100% of the face amount of the check upon collection. Funds are electronically credited to your account twice a month.

Q: Is it better to accept credit cards or checks online?

Accepting credit cards and checks on-line both have advantages. Credit cards are generally the most widely used payment choice for on-line transactions. Therefore,
accepting them means you open up your business to the widest possible market of buyers. Consumers like credit cards because they are secure, offering an easy means of protecting themselves from unscrupulous merchants. Plus, they have the obvious advantages of allowing merchants to put a purchase on credit while lending increased credibility to your business.

On the other hand, checks continue to be a popular form of payment in the off-line world, and are a popular option for payment on the Internet. Millions of U.S. households do not have credit card accounts, so selling to this group means providing checks as an alternative makes good business sense.

Q: What are consolidated or centralized returns?

Centralized Returns processing consolidates a company's returned checks into one bank, even if the company has many depository banks. This allows a company to control the collection process more effectively by speeding the collection through Electronic Re-presentment and providing significant costs savings on banking fees usually associated with NSF items. Centralized Returns processing reduces banking fees on NSF items by eliminating the re-deposit step to the depository bank. You will also know more quickly when an item has been returned with Centralized Returns processing, a critical factor in increasing collection rates on NSF items.

Q: What if my customer advises their bank that the item was not authorized?

Consumers that claim that an item was not authorized must file an affidavit with their bank stating this explicitly. Once this has occurred, and the item is returned to the check processor, the merchant will be debited the amount of the item. No further ACH submission of this item is allowed. Any claims by the merchant must be pursued in court or by other means.

Q: Is this process safe for the consumer?

Companies that process payments electronically (checks, credit cards, ATMs) must follow government guidelines. In case of an error or dispute, consumers have 60 days from the posting date to notify the bank, the same time frame they have today with paper checks. Check writers retain the same rights they currently enjoy in disputing fraudulent items posted to their account.

Q: What if my customer advises their bank that the item was not authorized?

Consumers that claim that an item was not authorized must file an affidavit with their bank stating this explicitly. Once this has occurred, and the item is returned to the check processor, the merchant will be debited the amount of the item. No further ACH submission of this item is allowed. Any claims by the merchant must be pursued in court or by other means.

Q: Is this process regulated by any government agency?

The electronic check conversion process is governed under Regulation E and UCC 4, which govern all electronic processing and check transactions.

Q: What happens if the check processor is unable to convert my check information to an electronic ACH item?

This may occur in a very small percentage of cases and for various reasons. When we are unable to make this conversion, we will print a paper check draft with your account information and deposit it just like a regular check. You will be paid electronically once the paper item has cleared.

Q: What if the check is returned?

Most ACH/Check Processors will automatically re-present the returned electronic check if the return is due to insufficient or uncollected funds. The more sophisticated services will also time the re-presentment to hit the checkwriter's account on the day after payday. Depending on the size of the item, some services will also call to verify the availability of funds prior to resubmission.

Q: Will the money be taken back out of my account if the check is returned?

Depending on the service provider, the money may be taken back out of your account immediately, or you may be allowed to borrow, or float, the funds while the processor tries to resubmit the item to collect the funds. Other processors will not pay you until after the initial item has cleared.

Q: How long does it take for an electronic check to clear?

Just as some banks will put a 5 day hold on deposits you make, it may take 5 business days to receive a returned item. There is no official notification that an item has cleared with the ACH System; rather, the lack of a return within the 5 business days can be construed to mean that the check has cleared.

Q: How can I protect my business from NSF, Account Closed, Counterfeit checks?
We advise that you follow these simple guidelines when accepting checks.

• Establish a check acceptance policy clearly defining acceptable forms of ID, required information and dollar limits. Allow no exceptions to these policies.
• The check writer's name, address & phone number should be printed on the check. Make sure the written and numeral amounts correspond.
• Watch the check writer sign the check. If the name is illegible, have the customer print the name below.
• Compare the signatures, photo and physical description of the ID with that of the check writer.
• Verify that the ID is still valid. Check the driver's license for signs of alteration or
modification.
• Most returned checks have low check numbers (100 to 500), which indicates a new account and therefore a more risky check, particularly for business or "dba" (doing business as) checks.
• Other useful information on the check is the account's opening date (month and year), usually indicated by four numbers to the side of the account holder's name and address.
• Don't accept second- or third-party checks.
• The four-digits following the magnetic ink character recognition (MICR) number at the bottom of the check should match the four-digit number at the top right hand of the check.
• All checks, except government checks, should have a perforation along one side of the check.
• Call the financial institution to confirm if funds are available, although this is no guarantee that the check will clear.


Consumer Questions About ECHO Check Services


Q: But my check is good! Why should I sign the disclosure about returns?

Merchants who use an ECHO retail check service such as check conversion, will also be relying on our electronic collection if the item is returned for any reason. Your signature is just a way to ensure that you understand your check will be collected electronically if it returns. If your check is not returned, the bank will process it as usual. You should call your bank if you have any questions about the regular processing of your checks.

Q: I may have written a returned check to a store last week. Can I pay the check at the store where I wrote it to clear it up?

RCK Processors automatically re-processes returned checks from stores contracting with them. Stores do not collect payments directly because their Processor may have already recovered the funds from your bank account and does not want to charge you twice.

Q: What is Electronic Check Conversion (ECC)?

Electronic check conversion, or ECC, is the process of converting a paper check into an electronic funds transfer. It is a fast, secure way for retailers to accept your check. For more information, see Electronic Check Conversion on our Web site.

NOTE: Our service requires that consumers complete and sign each check before you process them, for added security.

Q: Is there any cost to me, the check writer?

Of course not, this is a service that the merchant pays for. There should not be a charge to you, the checkwriter, from the retailer or from your own bank.

Q: Will the money be taken out of my account instantly?

No, unlike ATM or debit care transactions, the funds are not immediately withdrawn from or held in your account. Much like a paper check, although slightly faster, the funds are withdrawn in one to three days.

Q: How is it that this is more secure for me?

By converting your check to an electronic transaction, the potential for unauthorized usage of your account information is greatly reduced, since fewer people touch your check during processing.

Q: What happens to my actual paper check?

Since the paper check has been converted to an electronic transaction, it is voided for security purposes. The specific process and equipment used by the retailer determines what actually happens to the paper check. Some retailers will return the voided check to you while other retailers will keep the voided check for their records. The check conversion company can be reached toll-free to answer any questions you may have about either method.

Q: How will electronic checks appear on my statement?

One of the benefits of electronic check conversion is a more detailed line item description of the transaction rather than just appearing as a check number and dollar amount.

Q: Will I always need to show my ID?

For your protection and depending on the retailer's policy, you may still be required to present appropriate identification.

Q: Will my information be sold for marketing purposes?

No. Your account information is regarded as highly confidential and is not used or sold for any marketing purposes.

Q: Why are retailers changing the way they accept checks?

In order to serve you better, more and more retailers are offering this new technology to speed up check out times and lower their operating costs - both of which can be passed on as savings to you, their customer.

Q: What is ACH (Automated Clearing House)?

The ACH network is a financial settlement intermediary network used by banks to transfer funds to and from each other. The ACH Network has been used by banks for over 30 years and is a safe and secure payment system, processing billions of commercial transactions each year. Recently the ACH Network has introduced
new rules that provide for more types of electronic uses of traditional checking accounts and 'checks'.

Q: How exactly is the money being moved?

When the ACH/Check Processor submits your customer's check electronically for clearing, they also submit a Credit transactions assigned to your own bank account to pay you for the sale. Both of these transfers are accomplished over the ACH Network.

Q: Will the funds be immediately debited from my account?

No, check writers will continue to benefit from some of the float of a paper check, since the electronic check is processed through the banking cycle in approximately the same amount of time as traditional paper checks. Typically electronically checks are presented to the ACH system a day or more sooner than paper items, so that the consumer may see the item hit a day sooner than with a paper item.

Q: What will my bank statement look like?

A complete description of the transaction is included in your bank statement for reconciliation purposes, including check number, merchant name, nature of the payment, settlement date and amount. It will appear with other electronic payments, such as debit card and ATM transactions.

Q: Is this process safe for the consumer?

Companies that process payments electronically (checks, credit cards, ATMs) must follow government guidelines. In case of an error or dispute, consumers have 60 days from the posting date to notify the bank, the same time frame they have today with paper checks. Check writers retain the same rights they currently
enjoy in disputing fraudulent items posted to their account.


Chargebacks

Q: What is a "chargeback?"

Occasionally, a cardholder will dispute a charge that appears on his/her monthly bankcard statement and/or it may be discovered that the proper bankcard acceptance and authorization procedures were not followed at the point of sale. If this happens, you will be notified of the dispute and the amount will be debited from
your settlement/deposit account. This is called a "chargeback."

Q: I just received a retrieval request, what do I do with it?

You should immediately pull your originating documentation for this transaction and fax it to your credit card processor. For ECHO merchants, that fax number is 800-394-3888. Merchants who use the on-line reporting services of MerchantAmerica.com, responses can be made through the Internet for transactions that originated on-line.

Q: I just received a Notification of Chargeback, what is it and what do I do with it?

A Notification of Chargeback is notification to you that your account was debited for this transaction. You should read the reason for debiting your account on the form, and if it is incorrect you should immediately fax supporting documentation and the Notification of Chargeback to your processor. For ECHO merchants that fax number is 800-394-3888. If the issuing bank accepts your documentation, the chargeback will be reversed and the amount of the disputed transaction will be credited to your account. This credit is conditional. If the cardholder disputes the reversal a second chargeback may be initiated. In addition, if your processor
has information to contradict your claim, or if your documentation does not support your case, the chargeback debit to your account will stand.

Q: Why couldn’t this Chargeback be taken out of my reserve account instead of my regular checking account?

A reserve is set up for security purposes to protect ECHO from losses due to chargebacks. The reserve is usually for merchants who accept non-face-to-face transactions, (phone, mail, and Internet orders). The reserve is held in case of default by a merchant.

Q: When will I be notified of a chargeback and when are funds removed from my checking account?

ECHO mails a Notification of Chargeback when the debit is transmitted to your bank. It takes 2-3 business days for this debit to reach your checking account. Most often, you will receive notification at the same time your checking account is debited. With the on-line reporting services available through MerchantAmerica.com, chargebacks can be identified the following day.

Q: Why did I get a chargeback without a prior retrieval request? When I signed my processing agreement I thought I would be given an opportunity to answer a dispute before it was charged to my account.

Not all of MasterCard’s and VISA’s chargeback reasons require the Issuer (cardholder's bank) to generate a retrieval request before initiating a chargeback.

Q: Why is my account charged for these transactions?

When the issuing bank initiates the chargeback they charge your bank account.

Q: Why didn't anybody tell me about chargebacks before I signed my processing agreement?

Your sales representative was responsible for informing you about chargebacks. However, the information is also included on your Merchant BankCard Agreement. For more information, please see our ABC’s of Credit Card Processing.

Q: Is the risk of chargeback greater if I manually enter the credit card number?

If you are a general retail merchant where a card is present but do not get an imprint (manual or electronic), you may lose money through a chargeback when the cardholder disputes the transaction.

Q: Why did ECHO allow the customer to take their money back?

This decision was made by the Issuing Bank upon reviewing the letter of dispute sent to them. This does not mean that this decision is final or you have no rights to rebut their chargeback. ECHO is here to help our merchants dispute chargebacks if there are valid reasons for doing so.

Q: I issued a credit and I still received a chargeback, why?

In these cases for some reason the Issuer did not see the credit issued by the merchant. Sometimes the credit is issued after the chargeback was initiated and they ‘cross’. All you have to do is represent the item and it will be credited to your account. With the on-line reporting services available through MerchantAmerica, this is made even easier.

Q: I was under the impression that an authorization guaranteed payment. Not true?

An authorization will only verify that an account is open and that there are funds available. However, if a card has been stolen and the loss has not yet been reported, any charges made by the criminal can later be charged back by the cardholder.

Q: Can a credit card processor protect me from chargebacks?

There is a limited amount that a processor can do to protect a merchant from chargebacks. One of the services that ECHO provides to our merchants to prevent chargebacks is notification of multiple transactions on the same credit card number. For more information, please see our ABC’s of Credit card Processing

Q: What can I do to prevent this from happening?

General retail merchants generally do not have problems with chargebacks. Mail, phone and Internet merchants can minimize chargebacks by making sure the name they advertise under and the name they process through are the same or the processing name is in a prominent place on the receipt. Be sure to include a receipt in any product sent to the customer. Reply promptly to retrieval requests. Authorize every transaction and use the AVS if possible. If you use AVS do not ship to an address different than the address verified.

Q: I can view my chargebacks on the on-line reporting available from ECHO. Can I respond the same way?

For those items which only need a written response, you can respond via the on-line reporting service. For those items requiring additional documentation you will need to fax your response to ECHO at 800-394-3888.

Q: Am I Liable for Chargebacks?

Yes, if the customer has a valid dispute with the charge in question and you do not satisfactorily remedy the situation. If, however, the customer doesn’t have a valid dispute and you complied with processing regulations, you may not be liable.

Q: What are some of the Different Types of Chargebacks?

A sale can be charged back for more that 35 valid reasons, the four most common are:
• no signature on a draft
• failure to fulfill a request for a sales draft
• no imprint on a draft
• unauthorized purchase

Q: What Is the Chargeback Procedure?

Most often, the first stage of a chargeback procedure comes in the form of a ‘retrieval request.’ A retrieval request is a request from a card-issuing bank to see an original, photocopy or fax of a sales draft to prove the validity of the sale. If one of your customers disputes a VISA or MasterCard sale, you will receive a letter of notification and be requested to send a copy of the signed copy of the draft or other information to your processor. In most cases, if your records are complete and you have complied with credit card regulations, you can successfully contest chargebacks.

It is also possible that the initiation of a chargeback will cause the cardholder’s bank to withdraw funds from your bank account. Note that you would be notified by letter after your account has been debited. This is why we always encourage merchants to maintain a balance in their accounts.

Q: What Is My Responsibility?

You are required to locate the signed copy of the draft or other requested information and send a copy of it to your processor within the time allowed. Failure to do so will result in a chargeback due to non-receipt of requested item.
Copies may be requested up to three years following the date of sale.