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
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 support 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.
Depending on support persons to do that, might waste time, and cause disputes as customers may not recognize their transactions after a while.
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
REFUNDS & VOID
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. West Palm Beach Fort Lauderdale Miami
When using external pin pad like VX805. If Pin pad is not responding , initializes by performing the following steps:
Press ENTER , >> Press MORE ( purple button above #1) >> Then press F4 init ext pinpad
- If F4 does not show initialize option please call us for guidance. pos pos support point of sale West Palm Beach Fort Lauderdale Miami
- For other payments , we can learn hat new machines from late 2018 ,including different models and different banks shows certain chip cards decline especially from Capital one, being not up to date, however they can be accepted by manual entry.
- Some master Cards may cause terminals to shut down and a restart. Please do not insert card again in terminal but after restarting terminal, we may enter card numbers and expiration manually, if still decline such card shall not be honored.
Countertop terminals does not store card information after daily settlements nor it is possible to compromise card data transferred through a VX520 terminal. For this specific reason, some stores separate their inventory control systems from card acceptance terminals for the benefit of avoiding possible hefty fees of compromised cards.
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