Frequently Asked Questions

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Merchant Services

You can apply to become a Merchant using the Safrapay Merchant App or Website.

Using the App

Download the Safrapay Merchant App on your iOS or Android device.

  1. Open the app and select Sign Up.
  2. Complete and submit your application.
  3. Shortly after submitting, you will see a notification with the status of your application and any additional steps that may be required.

 

Using the Website

  1. Navigate to Safrapay.com using your web browser.
  2. Select Get Started.
  3. Complete and submit your application.
  4. Shortly after submitting, you will receive an email with the status of your application and any additional steps that may be required.

Applying is easy! Simply select Get Started from anywhere on the Safrapay website and complete your application to become a Safrapay Merchant. During your application process, you can choose from a combination of payment solutions that best suit your business needs.

 

Existing customers can reach out to Safrapay Customer Support at 1-877-472-3727

to add additional eCommerce solutions for your business needs.

At this time, Safrapay offers our Merchants the following POS equipment:

 

Card Readers

  • Clover Go

 

Terminals

  • Clover Flex
  • PAX A80
  • PAX A920
  • PAX A920 Pro
  • DejaVoo Z9 DC (Wireless) & Wifi

 

POS Systems

  • Clover Mini
  • Clover Station

 

Accessories

  • PAX SP30 – customer facing PIN pad for the PAX A80

Safrapay offers a variety of eCommerce solutions through our third party partners that include Virtual Terminals, online invoices, and online checkout integration. During your application process, you can choose the combination of payment solutions that best suits the needs of your business. 

In addition to payment processing, these solutions allow you to collect recurring payments (subscriptions), store customer information, and set up fraud detection.

Safrapay offers online invoicing capabilities with embedded payment links through our third-party partners.

 

You can create a customized invoice with order details and send it directly to the customer. Once the customer receives the invoice, they can easily pay from any desktop or mobile browser by clicking on the payment link embedded in the invoice.

Safrapay provides QR code payment solutions to our Merchants through our third-party providers.

 

Once approved, you can use any POS device with this feature to configure unique QR codes for each printed receipt. Customers can use their mobile device (iPhones or Android phones) to scan the QR codes and make their payments.

Safrapay provides POS (Point of Sale) equipment that allows you to accept most debit cards, credit cards, digital wallets, and mobile payments.

 

 Payment Types Accepted

  • Visa
  • Mastercard
  • Discover
  • American Express (Opt Blue)
  • NYCE
  • Maestro
  • Interlink
  • Pulse
  • Star
  • Accel
  • Apple Pay
  • Google Wallet
  • Samsung Pay

 

In addition, your POS equipment will accept credit and signature debit cards – including contactless, chip, and swipe cards.

We will process your equipment order within one (1) busines day of receipt.  If your merchant application is pending, we will process your equipment order within one (1) business day after approval.  Your order is expected to ship within 2 business days after processing.  You will receive an email notifying you that your order was shipped and the expected delivery date.

Along with your devices you will receive a Welcome Kit which includes:

  • A Quick Start guide for setting up your POS equipment
  • IP (ethernet) cable
  • 6 rolls of receipt paper
  • Collection of stickers for your window(s) and terminal

 

If you have any questions about your POS equipment or need assistance setting it up after it arrives, please call our Customer Support Team at 1-877-472-3727.

Approved Safrapay Merchants who have completed payment for their devices will receive their POS Equipment within 2 – 5 business days.

Once you receive your Point of Sale (POS) Equipment (either Pax, Clover or DejaVoo) and have any technical issues Clover, Pax and DejaVoo has resources and video tutorials to support you on your technical needs.

 

Clover Support Online

Clover Setup and Installation

Clover Help articles

Clover Web Dashboard

Clover Troubleshooting

Apps: Tools for your Clover Business

Protect Your Clover System

Clover Account

Privacy and Security

Cleaning your Clover device

Setting up payment methods

Guides

 

Pax Support Online

Self Help Video tutorials

Technical Troubleshooting

Knowledge Base (log in required)

 

DejaVoo Support Online

Key Software Features

Request A Training

Self Help Video tutorials

Manuals and Guides

Notice of Software Updates

 

Clover Direct Customer Support Issues by Phone

Call Safrapay Customer Support at 1-877-472-3727

 

Pax Direct Customer Support Issues by Phone/Chat

Call Safrapay Customer Support at 1-877-472-3727

 

DejaVoo Direct Customer Support Issues by Phone/Chat

Call Safrapay Customer Support at 1-877-472-3727

Safrapay Customer Support can be reached via Chat in the Safrapay Merchant App or Safrapay Banking App or by calling Customer Support.

USING THE SAFRAPAY BANKING APP

Log into the Safrapay Banking App
Navigate to Menu > Support or tap the Support icon. From the Support page there are three (3) options for resolving issues:

  1. ​You can select Find the Answer to view frequently asked questions (FAQs) or search for an answer by topic or keyword
  2. You can select Chat to request assistance using the chat window
  3. You can select Contact Support then tap the phone number to dial Customer Support


USING YOUR PHONE
General Support Issues
Call Customer Support at 1-877-472-3727

Business Debit Card Activation or PIN Change – Voice Response System
Call Toll free number 1-855-485-2826
Call International number 1-501-274-5614

Lost or Stolen Business Debit Cards
Call Toll free number 1-800-754-4128
Call International number 1-727-227-9012

Business Credit Card Maintenance – Voice Response System
Call Toll free number 1-855-446-5159

Lost or Stolen Business Credit Cards
Call Toll free 1-866-839-3485
Call International number 1-727-227-9012

Business Credit Card Disputes
Call Toll free number 1-800-600-5249

Business Debit Card Disputes
Call Toll free number 1-833-995-2888

PCI related inquiries

Call Toll free 844-260-7718

Email at support@pcihelpcenter.com

Safrapay is happy to offer the AccessOne Platform through FiServe.AccessOne provides Safrapay merchants with online tool aimed to assist with their business management and operations by providing reports, documents, statements, and administration functionality. The Fiserv AccessOne platform and application operates in one safe and secure online environment and facilitate the following:

  •  Deposit summary and detail
  •  Up to 18 months of payment and transaction history
  •  Card search function
  •  Batch summary/transaction detail
  •  Substitute transaction receipts (Voucher)
  •  Merchant Services Account Statements
  •  Interchange/Qualification summary and detail (optional)
  •  IRS TIN Validation reporting
  •  Chargeback and retrieval disposition
  •  Return transaction Verification/Matching
  •  Reports are exportable

The Payment Card Industry Data Security Standards (PCI DSS) is a set of security standards that increase controls around cardholder data to reduce credit card fraud.  Merchants (regardless of size) must comply with PCI DSS and achieve and maintain PCI compliance.     

It is the merchant’s responsibility to ensure the merchant’s customer’s credit card data is secure.  This is not a one-time requirement.  Instead, PCI Compliance is an ongoing requirement for every merchant and the PCI DSS must be continually monitored and maintained. 

Below are the protocols a merchant’s business must follow to ensure it safely and adequately processes, stores, and transmits credit card information.

  • Build and maintain a Secure Network and Systems
  • Protect Cardholder Data
  • Maintain a Vulnerability Management Program
  • Implement Strong Access Control Measures
  • Regularly Monitor and Test Records
  • Maintain an Information Security Policy

A merchant is considered PCI compliant after an assessor has determined that DSS requirements are in place.

There are additional requirements for merchants who specialize in certain areas. For further details on the requirements, you can visit the PCI Security Standard site: https://www.pcisecuritystandards.org Any merchant that handles cardholder data is required to maintain continuous PCI compliance.

Safrapay has partnered with Aperia Solutions, Inc. to assist your business with becoming compliant.  Aperia works with merchants to achieve compliance and provides assistance with your questions or concerns regarding PCI compliance initially and annually.

For all your PCI related inquiries please reach out to the PCI compliance support team by phone 844-260-7718 or email at scansupport@pcihelpcenter.com.

Safrapay has partnered with Aperia Solutions, Inc. to assist your business with becoming PCI compliant.  Aperia works with merchants to achieve compliance and provides assistance with your questions or concerns regarding PCI compliance, both initially and annually.

An organization is considered PCI compliant after an assessor has determined data security standard requirements are in place. There are 12 main DSS requirements that apply to most businesses. Any organization that handles cardholder data should strive to achieve and maintain continuous compliance with these DSS requirements.

Safrapay requires that all merchants validate PCI compliance within 90 days of becoming a Safrapay merchant and then annually thereafter.

After your merchant account is approved, you will receive a welcome email from Safrapay, informing you that you have been enrolled in the merchant PCI DSS program. Safrapay has partnered with Aperia to create a seamless PCI compliance process for all our merchants. The email you will receive will provide instructions for logging into the PCI portal and validating compliance with PCI DSS. The PCI application can be accessed by using the link pciapply.com/safrapay.  The username to access the portal is the complete merchant ID, and the password is the last five digits of the merchant ID and capitalized state abbreviation. For example, if the merchant ID is 123456 and is located in Illinois, the login information will be 123456 as the username with a password of 23456IL.

If you have not received this email, please reach out to the PCI Compliance Support team by phone 1-844-260-7718 or email support@pcihelpcenter.com.

Average ticket size refers to the average dollar amount of sales per credit card transaction. For example, if you usually sell $200 a day in 10 separate transactions, then your average ticket size would be $20 dollars.

Credit and debit card transactions generally fall into two different categories: card-present or card-not-present.

 

Card-present transactions are those payment card transactions where the customer is in-person and physically swipes, taps, or inserts their card for payment through a terminal or POS system.  A transaction is considered “card present” only if the electronic data is captured at the time of the sale.

 

Card-not-present (CNP) transactions are those payment card transactions where the card is not physically present when the payment is processed.  An example of this is when a take-out order is placed by and paid for by telephone, the card used does not interact directly with the terminal or POS machine. 

 

Card-Present Transactions

  • Countertop credit card machines
  • POS systems with card readers
  • Contactless enabled terminals
  • Card readers connected to smartphones or tables


Card-Not-Present Transactions

  • Manually keyed-in card details
  • Mail order or telephone order payments through a virtual terminal
  • Online checkouts
  • Recurring subscription billing
  • Electronic invoicing
  • Orders taken over the phone and manually keyed-in
  • Payment apps on smartphones or tablets that don’t use a card reader

 

In each of the card not present cases above, even if a card is with the customer, the electronic data (the chip or magnetic strip) wasn’t provided with the transaction, which makes it card not present.

 

When deciding whether or not to process card-not-present transactions, there are two primary things to consider:

  • Card-not-present processing fees are typically higher and can impact your processing costs
  • Chances of fraud and chargebacks is higher with card-not-present transactions
    • If you are processing e-commerce transactions, please ensure that you activate your fraud management tools provided by your Gateway (Auth.net, Cybersource, etc.)

Your average monthly transaction volume is calculated as the total gross dollar amount of credit card transactions processed in a year divided by 12 months.

 

This serves as an indicator of the dollar amount of credit card sales that your company does each month.  If you are launching a new business and don’t have any processing history, you may be asked to provide an estimate. 

The monthly minimum is a pre-negotiated minimum found in your Merchant Application

 

In any given month, if the fees collected from debit and credit card processing do not meet the set minimum, then you will be charged the difference between the monthly minimum and your actual processing fees.

 

Here are two examples with a monthly minimum fee of $15

 

  • This month, you only generated $8.50 in processing fees. This means you owe Safrapay $6.50.
  • This month, you only generated $0.00 in processing fees. This means you owe Safrapay $15.00

For security reasons, Safrapay requires all account changes to be processed by speaking with a Customer Support Agent.  Some account changes may require documents for verification.

CALL CUSTOMER SUPPORT AT 1-877-472-3727

HOW IT WORKS

  1. The agent will verify your identity and confirm which account(s) are to be updated.
  2. The agent will ask for the information to be changed and will also confirm the data provided to ensure accuracy. Documents may be required to verify the new information.


Changes that DO NOT require supporting documents (unless Safrapay Inc. is unable to verify the following):

  • Email Address
  • Phone Number
  • Business Mailing Address
  • Individual Mailing Address
  • Location Address
  • Sales Volume


Changes that DO require supporting documents:

  • Principal Ownership
  • Principal Name
  • Authorized User
  • Bank Account
  • DBA (Doing Business As) Name
  • Date of Establishment
  • SSN (Social Security Number)
  • ITIN (Individual Taxpayer Identification Number)
  • EIN (Employer Identification Number)

A Merchant Category Code (MCC) is a four-digit code assigned to every merchant which is used to classify the business by the types of goods or services it provides.

An Acquirer Reference Number (ARN) is a unique number that tags a transaction (mainly those related to credit cards) when those go from the merchants’ bank account (the acquiring bank) through the payment network to the cardholder’s bank account (at the issuer). This number can be used by issuing banks to trace a transaction with an acquirer and to track various transactions like Settlement and Credits/Refunds.

Merchant Discount Rate (MDR) is the rate charged to a merchant for payment processing services on debit and credit card transactions.  Merchant Discount Rate is given as a percentage of each sales transaction processed and it determined by the merchant service provider.  For example, when you see an ad and it says “2.9% + $0.30” to process e-commerce transactions, the 2.9% is the MDR. The MDR is listed as  Merchant Discount Rate on the Merchant Fee Schedule.

A Virtual Terminal is a web-based payment solution within a payment gateway that allows you to process credit and debit card transactions without a traditional credit card terminal. This includes payment from a smartphone, tablet, or computer.

The virtual terminal serves the same function as the physical terminal but instead of swiping the credit or debit card in order to process the transaction, you just need to manually key-in the customer’s card details into the online portal to get the approval. This makes a Virtual Terminal a great option for processing phone orders.

Safrapay, on behalf of its sponsoring bank, SNBNY, offers Virtual Terminal capability through our third-party partners.

Safrapay provides online payment integrations through our third-party partners.

 

These integrations are easy to add to any existing website and also include state-of-art security from Visa. Once integrated, you can easily accept payments and offer refunds to your customers through your online store.

 

To get started, simply select the eCommerce option during your application process. You can use this on your own or in combination with our other payment solutions.