After 16 October 2020 Visa will sunset the retrieval request process and dispute compliance rights related to signatures, and reposition the Visa Easy Payment Service (VEPS) program for face-to-face as applicable to transactions in PIN-predominant markets
Support & Terminal Replacement : Contact Phoenix Cardnet 1(888)972-4286
After hours support : Worldpay 1(888) 208-7231
option 1 :tech support
option 2: billing
for Charge back please fax receipts along with bank letter to 1(888)922-4286
or email to SUPPORT @PHOENIXCARDNET.COM
To Locate a charge back refund: 1(844) 309-7609
For PCI compliance / Fee reduction
1 (833) 534 8422
To test if food stamp card acceptance , EBT ( SNAP), is set on your terminal , you may perform transaction for the following card # 9999-9998-1200-0005 PIN =0005
Response code 7, means service is set and ready.
In case a terminal goes down, with transactions not settled, please gather your receipts, and immediately call level-1 support at 1(888)208-7231 option (1), and request a batch close. Receipts will help finding the batch in question.
If funds are not received in 48 hours, please call support again and request card numbers with expiration dates, for each sales receipt, and re-key transactions on your new working terminal.
Note, failure to receive funds, does not mean a third party can benefit or use such fund, because money of un-settled transactions will go back to card-holder.
VISA/MC 1 (888) 999 8546, American Express 1 (800) 528 2121, Voyager 1(800)987-6589
Discover 1(800)347-1111, Diners 1(800)525-9040 , JCB 1(800)522-8788
Void is done same day ( before batching the terminal)
REFUND is done later on after settlement is performed. When doing a refund to a debit card, terminal will prompt for pin , please respond by pushing ENTER button to bypass otherwise you may get a decline.
Anytime cashier gets a system error, it is a message from processor of unsupported option. example, trying to do a refund on EBT after terminal is settled, is not allowed and not supported by Worldpay, causing a system error message. Yes some other banks do support EBT refunds, under the risk of non compliance and audits to retailer. Alternative options if a customer came back to return spoiled food, store may offer an exchange of such food only and that remains governed strictly by store policy.
Some savvy dishonest customer, when there card decline, will try to convive you that you did not run the payment correctly, they will reach out to your terminal and push (force ) to force approval even though they do not have fund in their account. You then expect a loss, having allowed customer to run your terminal.
Any time you see "system error" you know you are performing a function that is not allowed by processor or system. While some banks allow EBT refunds, Worldpay does not, because most EBT policy cancellations and audits can be avoided simply by not allowing refunds. Store can simply replace unwanted food to customer.
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