1. Printavo
  2. Getting Started with Printavo
  3. 2. Before Your First Quote

2.4 Setting up for Payments, Refunds, and Deposits in Printavo (with FAQ)

Click here to set up payments in Printavo

Signing up and setting up for payment collection, refunds, and deposits through Printavo

(Note: The information in this article pertains only to US-based subscribers. Non-US-based subscribers are able to collect payment through Printavo, though the setup process varies. Please email support@printavo.com to learn how to set up payment acceptance in Printavo if you are a subscriber based outside of the US.)

With a few simple clicks, Printavo's payment system easily allows users to collect payments and refund their customers - partially and fully(!) - when necessary. Printavo will also make daily deposits into your registered bank account! 

This article will discuss how to set up payment acceptance in Printavo and answer many frequently asked questions. If you'd like to learn about how to request/accept payment and provide refunds, click here.

In this article, we will discuss:

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Accepted payment types

Printavo's embedded payment system allows for online payment acceptance via the following methods:

  • Automated Clearing House (ACH)/e-Check
  • Credit Card (Visa, MasterCard, Discover, American Express)

Printavo does integrate with Square for in-person payments. Click here to learn how.

To learn how to request/accept payment and provide refunds, click here.

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Where to set up your payments

To activate the ability to collect payments and process refunds in Printavo, simply head to My Account > Accept Payments. 

Click "Set Up Payments" to fill out the merchant application.

Upon completion, you'll either be instantly approved, in which case you'll be able to begin requesting payments immediately, or your application will require a review, which typically takes 1-3 business days to complete. Click here to jump to possible merchant application decisions.

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Information needed for the merchant application

The application is divided into four main parts:

  1. About the Business
  2. About the Owner/Principal(s)
  3. Add Bank Account
  4. Terms and Conditions

The information required for the application will vary slightly depending on the type of incorporation of your business. 

Click the below links to see what information you'll need based on your incorporation type:

Sole Proprietor with Employees

Application Section Information (* denotes required)
About the Business
  • IRS Filing Name
  • Industry*
  • Environment*
  • Business Description*
  • Secondary Payout Descriptor
  • DBA - Statement Descriptor
  • Website
  • EIN Type
  • EIN*
  • Annual Processing Volume*
  • Average Transaction Amount*
  • Address*
  • Address 2
  • City*
  • State*
  • ZIP*
About the Owner
  • First Name*
  • Middle Name
  • Last Name*
  • Country*
  • DOB (MM-DD-YYYY)*
  • Business Title*
  • Significant Responsibility
  • Personal Address of the Business Owner*
  • Personal Address of the Business Owner - Line 2
  • City*
  • ZIP*
  • Email*
  • Phone*
Add Bank Account
  • Add Bank Account
    • Option 1: Add automatically via Plaid (link)
      • Accept Terms*
      • Select your bank*
      • Provide login credentials*
    • Option 2: Add manually
      • Bank Routing Number*
      • Bank Account Number*
      • Confirm Bank Account Number*
      • Bank Account Type*
Terms and Conditions
  • Read, Agree and Consented to the Bank Disclosure Page.
  • Read, Agree and Consented to the Merchant Terms and Conditions.

Note: You must click into these links on the application in order to proceed.

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Sole Proprietor without Employees

Application Section Information (* denotes required)
About the Business
  • IRS Filing Name
  • Industry*
  • Environment*
  • Business Description*
  • Secondary Payout Descriptor
  • DBA - Statement Descriptor
  • Website
  • Annual Processing Volume*
  • Average Transaction Amount*
  • Address*
  • Address 2
  • City*
  • State*
  • ZIP*
About the Owner
  • First Name*
  • Middle Name
  • Last Name*
  • Country*
  • DOB (MM-DD-YYYY)*
  • Business Title*
  • Significant Responsibility
  • Personal Address of the Business Owner*
  • Personal Address of the Business Owner - Line 2
  • City*
  • ZIP*
  • Email*
  • Phone*
Add Bank Account
  • Add Bank Account
    • Option 1: Add automatically via Plaid (link)
      • Accept Terms*
      • Select your bank*
      • Provide login credentials*
    • Option 2: Add manually
      • Bank Routing Number*
      • Bank Account Number*
      • Confirm Bank Account Number*
      • Bank Account Type*
Terms and Conditions
  • Read, Agree and Consented to the Bank Disclosure Page.
  • Read, Agree and Consented to the Merchant Terms and Conditions.

Note: You must click into these links on the application in order to proceed.

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Corp, LLC, Partner, Gov

Application Section Information (* denotes required)
About the Business
  • IRS Filing Name
  • Business Name*
  • DBA - Statement Descriptor
  • Industry*
  • Environment*
  • Business Description*
  • Secondary Payout Descriptor
  • EIN Type
  • EIN*
  • Website*
  • Annual Processing Volume*
  • Average Transaction Amount*
  • Business Email*
  • Daytime Phone*
  • Customer Service Phone
  • Address*
  • Address 2
  • City*
  • State*
  • ZIP*
About the Principal
  • First Name*
  • Middle Name
  • Last Name*
  • Country*
  • DOB (MM-DD-YYYY)*
  • Business Title*
  • Ownership %*
  • Significant Responsibility
  • Personal Address of the Business Owner*
  • Personal Address of the Business Owner - Line 2
  • City*
  • ZIP*
  • Email*
  • Phone*
  • Which of the principals provided is the primary contact of the business?*
Add Bank Account
  • Add Bank Account
    • Option 1: Add automatically via Plaid (link)
      • Accept Terms*
      • Select your bank*
      • Provide login credentials*
    • Option 2: Add manually
      • Bank Routing Number*
      • Bank Account Number*
      • Confirm Bank Account Number*
      • Bank Account Type*
Terms and Conditions
  • Read, Agree and Consented to the Bank Disclosure Page.
  • Read, Agree and Consented to the Merchant Terms and Conditions.

Note: You must click into these links on the application in order to proceed.

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Nonprofit

Application Section Information (* denotes required)
About the Business
  • IRS Filing Name
  • Business Name*
  • DBA - Statement Descriptor
  • Industry*
  • Environment*
  • Business Description*
  • Secondary Payout Descriptor
  • EIN Type
  • EIN*
  • Website*
  • Annual Processing Volume*
  • Average Transaction Amount*
  • Business Email*
  • Daytime Phone*
  • Customer Service Phone
  • Address*
  • Address 2
  • City*
  • State*
  • ZIP*
  • IRS Not-for-Profit Letter Status*
  • IRS Not-for-Profit Letter Issued Date*
About the Principal
  • First Name*
  • Middle Name
  • Last Name*
  • Country*
  • DOB (MM-DD-YYYY)*
  • Business Title*
  • Ownership %*
  • Significant Responsibility
  • Personal Address of the Business Owner*
  • Personal Address of the Business Owner - Line 2
  • City*
  • ZIP*
  • Email*
  • Phone*
  • Which of the principals provided is the primary contact of the business?*
Add Bank Account
  • Add Bank Account
    • Option 1: Add automatically via Plaid (link)
      • Accept Terms*
      • Select your bank*
      • Provide login credentials*
    • Option 2: Add manually
      • Bank Routing Number*
      • Bank Account Number*
      • Confirm Bank Account Number*
      • Bank Account Type*
Terms and Conditions
  • Read, Agree and Consented to the Bank Disclosure Page.
  • Read, Agree and Consented to the Merchant Terms and Conditions.

Note: You must click into these links on the application in order to proceed.

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Merchant application statuses

Upon completion of the merchant application, you'll either be instantly approved, in which case you'll be able to begin requesting payments immediately, or your application will require a review, which typically takes 1-3 business days to complete.

If your application is instantly approved, you will receive an email notification and be presented with the following status and icon within your Printavo account:

Payment_Status_Approved.jpg

If your application requires a review, you will receive an email notification and be presented with the following status and icon within your Printavo account:

Payment_Status_Processing.png

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Website and Authorization requirements

Merchants accepting online payments will need to ensure their website meets minimal requirements as outlined by the card brands. These requirements include a complete description of goods and services provided, your customer service information including country of origin, refund policy, privacy policy, secure checkout policy, and a delivery policy.

In this section, we'll help you understand the:

Required website information

Include a contact page on your site that includes a physical or mailing address and your country of origin. Post a phone number a cardholder can call with questions and be sure this number is answered as the name of your organization.

The guidelines require that e-commerce merchants provide refund, cancellation and delivery policies on their sites.

Luckily, your Printavo software comes equipped to help you meet these requirements using the corresponding fields and/or the Terms and Conditions field under My Account > Invoice Information. 

Note: The secure checkout and privacy policies are automatically populated and cannot be customized.

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Refund policy (with sample)

The purpose of a refund policy is to explain how you handle returns, refunds and exchanges. This information should be included on the product, invoice page or at checkout.

Sample language if providing goods or services: If you are not 100% satisfied with your purchase, you may either return your order for a full refund or exchange it. You can return or exchange your purchase for up to 14 days. Returned or exchanged products must be in the condition in which they were received. Some customized products may not be eligible for refund. Please contact us to request your refund.

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Delivery policy (with sample)

If you are not shipping products, then including a delivery policy is not applicable. However, if you are shipping products to your customers then you will need to be sure to include a delivery policy.  A delivery policy should answer questions customers want to know. For example: By what means will the product be delivered? When should they expect to receive delivery? Are signatures required as part of delivery? How much are the delivery costs?

It is important to ensure that your website is equipped with the requirements and policies outlined by the card brands. By clearly stating your company’s policies and procedures, you set expectations clearly for your patrons and add protection for yourself. 

Sample Policy: All orders are shipped within 48 hours Monday – Friday. The shipping provider information and tracking number is provided by the shipping carrier and will be provided when the product has been shipped. The rate charged for shipping is based on the weight of the product and your location. Signatures are required on orders exceeding $10,000. If you have any questions about your shipment, please contact us with your inquiries at the information listed on our website.

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Secure checkout policy

A secure checkout policy provides consumers with confidence in your site as it provides with the security capabilities and policies for the transmission of their payment account data.

Note: The secure checkout and privacy policies are automatically populated and cannot be customized as Printavo is hosting the checkout experience on your behalf.

The following is our Secure Checkout Policy:

When you place orders on our websites or through our mobile applications, all of your order information, including your credit card number and delivery address, is transmitted through the Internet using Secure Sockets Layer (SSL) technology. SSL technology causes your browser to encrypt your order information before transmitting it to our secure server. SSL technology, an industry standard, is designed to prevent someone other than operators of our websites from capturing and viewing your personal information.

While we use industry standard means to protect our websites and your information, the Internet is not 100% secure. The measures we use are appropriate for the type of information we collect. We cannot promise that your use of our websites or mobile applications will be completely safe. We encourage you to use caution when using the Internet.

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Privacy policy

The purpose of a privacy policy is to show the people you interact with that you take privacy seriously within your business. Since many companies have online stores where user information gets collected, it's vital to let these users know how you will collect, use, and protect their data.

Note: The secure checkout and privacy policies are automatically populated and cannot be customized as Printavo is hosting the checkout experience on your behalf.

The following is our Privacy policy for the checkout experience:

We value and respect the privacy of our customers. While operating our business and interacting with you, we collect, use, and share personal information in order to process and fulfill your orders.To learn more about how information relating to your orders is collected, used, shared, and to see the choices and rights available regarding your personal information please visit: https://www.printavo.com/privacy

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Handling disputes

There are several phases included in the dispute process. More information is below. Click here to jump to how to handle a dispute.

Key Terms:

Cardholder: The customer disputing the transaction

Merchant: Provided the goods and services being disputed

Issuing Bank: The bank that issued the card to the cardholder

Card Brand: The card brand the customer’s card is associated with (Visa, MasterCard, etc.)

Re-Presentment: The response a merchant sends to the issuing bank when the transaction is disputed

Dispute cycles

Retrieval - This is usually a precursor to an actual Chargeback and is a documentation request from the Issuer. Documentation includes receipts, terms, and services or proof of purchase. The Chargeback cycle of Retrieval will not change and there is no financial impact to the Merchant. This step may be skipped and go directly to First Chargeback. Important: failure to respond to a Retrieval Request in a timely manner will often become a Chargeback and, because the request was ignored, the Merchant will have given up their right to fight the Chargeback.

First Chargeback and Re-Presentment - A First Chargeback usually indicates an incoming Chargeback that has not been responded to, or has been pre-determined as Won or Lost. Once responded to, a First Chargeback becomes a Re-Presentment. In most cases, a First Chargeback will trigger a debit to the Merchant and a Re-Presentment will trigger a credit to the Merchant.

Pre-Arbitration Chargeback (Second Chargeback)- The Pre-Arbitration Chargeback is also referred to as the Second Chargeback. This is where the Issuer rejects the Re-Presentment and decides to pursue the Chargeback further. This typically results in a debit to the Merchant, the same as First Chargeback. When a Pre-Arbitration Chargeback is responded to by the merchant, it usually results in a credit to the Merchant, same as Re-Presentment.

Arbitration Chargeback - If a Merchant responds to a Pre-Arbitration and the Issuer does not accept the response, the case becomes an Arbitration Chargeback. The Merchant can then either choose to accept liability or ask the network to make a final decision at a cost.

If a customer initiates a dispute...

If a customer initiates a dispute, you'll receive an email notifying you of the situation.

To find your Disputes dashboard, where you can manage and respond to individual disputes:

  1. Click the "Payments" menu on the left side of your Printavo app (under the "Financials" header) and then click "Manage Disputes" at the top of the new screen.
  2. If you are not already signed in to your payment portal, you will be prompted for your payment portal's login credentials (which are separate from your Printavo.com login credentials).
  3. Click "Disputes" on the left-side menu.
  4. On the Disputes page click on the dispute that you would like to respond to. Only disputes that have the Open status can still be responded to.

Decide how you would like to respond to the dispute...

Option 1: Accept Liability

You may choose to voluntarily concede to a dispute by accepting liability. When you clicks the Accept Liability button, you will be prompted to enter the dollar amount you are conceding to the cardholder. By default, the full disputed amount will be populated, but you may also concede a partial amount and submit a representment for the remaining disputed funds.

Option 2: Representment (Respond with Compelling Evidence)

If you choose to challenge a dispute you have the option to respond with a representment and upload compelling evidence in your defense.

To submit a representment:

  1. On the dispute, click "Respond".
  2. Enter your email address in the "Contact" field.
  3. Add any additional notes to the issuing bank in the "Note" field.
  4. Click "+ Attach Document" to upload your supporting evidence.
  5. Review that you have supplied everything you would like to provide to the cardholder's issuing bank. Note: Once you submit your response, you will not be able to modify or add to it in any way.
  6. If you need more time to review, click "Save for Later". 
  7. When you're confident you're ready to send your information to the issuing bank, click "Submit Response".

The replied-to dispute will remain on your Disputes management page. No matter the outcome, you will be informed of the dispute's resolution via email.

 

How to handle a Pre-Arbitration Chargeback...

If you respond to a Pre-Arbitration and the Issuer does not accept the response, the case becomes an Arbitration Chargeback. You can then either choose to accept liability or ask the network to make a final decision at a cost*.

*This sends the dispute to the card brand to make the final decision. By responding to this dispute, you as the merchant will be agreeing to go to Arbitration and have the card brand rule the dispute. However, when a dispute goes into Arbitration, there are Arbitration fees involved for the party that loses the case. These fees can be up to $750.00.

To submit an Arbitration Response :

  1. Gather your Supporting Dispute documentation. This can be the same material provided for the First Chargeback as well as any additional documentation collected after the First Response.
  2. Email your written Dispute Response and Supporting Documentation (up to 8 files) to support@printavo.com where we will upload the Response to the Payments Portal  on your behalf for the Card Brand to review.
  3. Once Accepted, the Dispute will be in a ‘Closed’ status pending the final decision by the Card Brand.

The replied-to dispute will remain on your Disputes management page. No matter the outcome, you will be informed of the dispute's resolution via email.

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Frequently asked questions (FAQ)

We understand you may have some technical questions about the world of payment processing, so we're here to help! Below, you'll find some of our more frequently asked questions (FAQ) and their respective answers. In this section, we'll cover:

As always, if you need further assistance, please don't hesitate to reach out to your dedicated success manager or email us at support@printavo.com.

Setting Up, the Merchant Application and Required Information

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Deposits and Refunds

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Exception Items, Chargebacks, Disputes, and Retrieval Requests

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Setting Up, the Merchant Application, Required Information, and Compliance

Who can collect payment in Printavo?

All Printavo subscribers are able to collect payment through Printavo, however the embedded payment, refund, and deposit system is available only to subscribers based in the United States. For subscribers based outside of the United States, email us at support@printavo.com for help on setting up payment processing in your account.

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Can I collect payment in Printavo if I'm based outside of the United States?

Yes! Non-US-based subscribers are able to collect payment through Printavo, though the setup process varies. Please email support@printavo.com to learn how to set up payment acceptance in Printavo if you are a subscriber based outside of the US.

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Why collect payment in Printavo?

Collecting payment in Printavo is the best way to continue the centralization of your systems and streamline your workflow. Payment collection in Printavo allows you to, from within your Printavo account:

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Can I trust Printavo’s embedded payment solution?

Printavo’s embedded payments is powered by Payrix, an FIS company– the leading provider of technology solutions for merchants, banks and capital markets firms globally.

We understand that payment processing is an essential part of your business and security and privacy are important to us. Our embedded payments solution utilizes a variety of security measures and industry-standard best practices to securely process payments & protect you and your customers.

All supplied credit card information is transmitted via Transport Layer Security(TLS) which is the most up-to-date and secure version of Secure Sockets Layer (SSL) technology. We do not store any credit card data. Like any payment processor, all data is encrypted to ensure compliance with data protection regulations, such as Payment Card Industry Data Security Standard (PCI DSS).

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Can I use my own/an outside payment processor?

While you may use outside payment processors to conduct your business, any payments or refunds taken outside of Printavo must be manually logged into Printavo if you want to manage paid and unpaid quotes and invoices within your Printavo account.

Printavo’s platform experience features payment processing embedded directly into your workflow. Put another way, payment processing connected through Printavo will allow your customers to pay you directly through their quotes/invoices. Shops will also be able to process both full and partial refunds and view their deposits directly from Printavo. This provides a superior customer experience and reliable funding.

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What if I am under contract with another payment processor?

Please reach out to your dedicated success manager (or email us at success@printavo.com) to discuss the specifics of your account and how we can accommodate you.

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Does Printavo handle card-present (in-person) credit card transactions?

Printavo integrates with Square to capture in-person credit card transactions (watch how here). For other card-present solutions, learn how shops easily log payment in Printavo.

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Who can manage payments and refunds in Printavo?

A user's ability to manage payments and refunds in Printavo is dependent on their permissions set up under My Account > Users.

As of this writing, there are 4 specific user permissions that pertain to payments and refunds:

  • Can view analytics and payments/expenses
  • Can create payments/expenses
  • Can delete payments/expenses
  • Can issue payment refunds

To learn more about users and user permissions, please click here to view our guide on adding your team members to Printavo.

For more information on managing payments and refunds, please click here to view our guide on payments and refunds.

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How do I set up payments in Printavo? 

To activate the ability to collect payments and process refunds in Printavo, simply head to My Account > Accept Payments. 

Click "Sign up" to fill out the merchant application.

Upon completion, you'll either be instantly approved, in which case you'll be able to begin requesting payments immediately, or your application will require a review, which typically takes 1-3 business days to complete. Click here to jump to possible merchant application decisions.

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What information do I need for my Merchant Application?

The information required for the application will vary slightly depending on the type of incorporation of your business. Click here to view the information needed for your merchant application depending on your business type.

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What if my bank is not listed under the auto-link option via Plaid?

No problem! Plaid connects to most but not all banks, so if your bank is not listed under the Plaid integration, simply use the “Enter Bank Info Manually” option to connect your account.

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What happens after I submit my Merchant Application?

Upon completion of the merchant application, you'll either be instantly approved, in which case you'll be able to begin requesting payments immediately, or your application will require a review, which typically takes 1-3 business days to complete. Click here for more details on merchant application statuses.

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What are my Website and Authorization Requirements?

Please click here to view the Website and Authorization Requirements section of this document.

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Why are my DOB and SSN required?

The Beneficial Ownership is a new rule from the Financial Crimes Enforcement Network (FinCEN), under the Bank Secrecy Act, that requires companies, such as Printavo, to collect and verify specific information including social security number from controlling owners of the entity at the time a new account is opened. The intent of this rule is to assist in the government’s effort to prevent financial crimes.

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What is PCI?

PCI stands for Payment Card Industry. Click here to learn more about PCI and Data Security Standards (“DSS”).

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How do I make changes to my account (example: update my bank account information, change of address, etc.)?

Please contact a member of our team by emailing support@printavo.com with the requested changes. We will notify you once your request has been completed. Please allow up to 2 business days.

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How do I update my Legal Tax ID Number or add/edit ownership on their accounts?

Please contact a member of our team at support@printavo.com so we can assist you with setting up a new account.

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Deposits and Refunds

When will I receive my first deposit?

Once you’ve received your on-screen approval message and corresponding approval email you are ready to begin accepting payments with Printavo. You will receive daily deposits of eligible transactions. Please allow 2-3 banking days for card payments and 5-6 banking days for eCheck transactions.

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How often will I receive deposits?

Transactions that are ready for deposit are deposited daily by default. And while we support daily deposits, please note that funds can only be deposited to your account on banking days; meaning, activities processed Friday evening through Sunday are considered “Monday”. If you require a different deposit cadence (e.g., weekly instead of daily), please reach out to us at support@printavo.com. 

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When will I see my deposit?

Deposits may include card and eCheck activity. Cards are settled and deposited in 2 to 3 banking days from the date of the transaction. eChecks are settled and deposited in 3-5 banking days from the date of the transaction. Please note: transactions made after 9:30 p.m. EST are considered the following day. By default, any fees that are due for that day are automatically netted from the deposit to your account. These fees may include exception items from a previous day’s activities.

Sample Timeline for Credit Card Payment > Deposit:

CC_Deposit_Timeline_Standalone.png

Sample Timeline for ACH Payment > Deposit:

ACH_Deposit_Timeline_Standalone.png

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Why are there different funding timeframes for cards than ACH/eCheck?

An eCheck transaction takes 3-5 business days to process and is dependent on the customer’s bank. If an eCheck payment fails due to insufficient funds, incorrect bank account information, or other payment failure reasons, the transaction status will become Returned.

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When can I refund an ACH/eCheck transaction?

ACH/eCheck transactions must be in a Successful status in order to be able to issue a refund.

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How do I issue refunds in Printavo?

Refunds are initiated from the “Payments/Expenses” tab on an individual job. Simply hover over the payment and an option to “Refund” will appear. Click the “Refund” button and confirm you’d like to process the refund and you’re all set. Click here to learn more about managing payments and refunds in Printavo.

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Exception Items, Chargebacks, Disputes, and Retrieval Requests

What is an exception item?

An exception is anything that occurs outside of the typical timeframes and processes. These include Disputes and eCheck returns. When an exception occurs your account will be debited for the exception handling fee. Disputes are assessed at $20 per occurrence and eCheck returns are $5 per return. These fees are in addition to the debit for the original entry total.

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What are disputes and how does the process work?

Please click here to view the Handling Disputes section of this document.

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How should I respond to a Dispute?

Please click here to view the "If a customer initiates a dispute..." section of this document.

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What is a Chargeback?

A Chargeback occurs when a cardholder disputes a charge on their card statement. It results in the reversal of the original transaction amount. A Chargeback can be disputed for numerous reasons including 

  • Not as described: where the cardholder claims to have never received the goods, or the goods were materially different from their expectations.
  • Not recognized: where the cardholder has no recollection of what a charge in their bank statement relates to.
  • Fraud: where the cardholder claims they did not authorize the purchase (e.g. their card information was stolen and used fraudulently).
  • Admin error: such as duplicate billing, incorrect amount billed or a refund which was promised but never received.

Chargebacks are designed to protect the consumer and help provide trust to consumers to use their cards in the marketplace. If their card is lost or stolen, they can dispute the charge and be made whole for purchases they did not authorize. For this reason, the burden of proof falls to you, the Merchant.

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How do I prevent Chargebacks?

There is no silver bullet to winning a Chargeback case, however, there are a few best practices that can increase your chances of successfully refuting disputes. 

  1. Make sure the name displayed on your cardholder’s statement is the name they will easily associate with your company. Often disputes occur because consumers are confused by where the charge originated. Abbreviations of your name may be a no-brainer to you, but your cardholders may not easily associate it with you.
  2. Make sure your customers know how to reach you. Include your customer service phone number, email address, and mailing address wherever possible (Printavo Admins can set this up under My Account > Shop Information to automatically display it on all quotes and invoices). Also make sure this is the number printed on your customer’s bank statements so they can proactively reach out to you should they have questions regarding the charge to their account by making sure your merchant services provider always has your updated information on file.
  3. Whether you are selling products or providing services, make sure your refund policy is clearly stated on your site and readily available upon request. See Website and Authorization Requirements for more information.
  4. Keep cardholder signatures on file. You may ask: “How do I obtain a signature for an online transaction?” Receiving an approval response from an emailed Printavo Invoices or Quote can sometimes suffice for a virtual signature.
  5. When selling products, retain your invoices for goods shipped and require a signature for delivery.
  6. When proactively issue refunds when a cardholder requests a refund, and handle refunds in a timely manner whenever possible.
  7. If you receive a Chargeback request, respond quickly. There are numerous reasons for a Chargeback and each may require various types of supporting documentation. Read the request carefully and respond accordingly.

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What is a Retrieval Request?

A Retrieval Request is a process where a Cardholder or Issuing Bank is requesting additional information on a charge they do not recognize. A Retrieval Request does not reverse the transaction itself, it is a precursor to a Chargeback which does reverse the transaction.

It is important to provide a timely response to a Retrieval Request. If it is ignored, it will often become a Chargeback and, because the request was ignored, the Merchant will have given up their right to fight the Chargeback. Click here to see how you should respond to a Retrieval Request.

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How should I respond to a Retrieval Request?

Unlike a Chargeback, a Retrieval Request does not require a lot of supporting evidence and it is not won or lost. Either the information provided satisfies the inquiry or it moves to the next phase of the dispute process, a Chargeback. If Retrieval Requests are overlooked or ignored, they can and will lead to Chargebacks, resulting in a loss of revenue. Below is a list of the information that should be provided when responding to a Retrieval Request: 

  1. A legible receipt or invoice
  2. The company and product information
  3. Delivery details
  4. Transaction information such as the date of the transaction, the amount, and supporting transaction details
  5. Authentication of the transaction, such as an email, phone call, or signature
  6. Refund information (if applicable) such as the corresponding refund date or the date the refund will be issued if requested.

When reviewing the request and/or contacting the customer, we recommend understanding their needs and, if applicable, proactively issuing the refund to help prevent a Chargeback.

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