This article contains information regarding common questions that arise with Cardpointe.
CardPointe FAQs
What is this fee on my statement?
See below for a list of fee definitions.
Authorization and Transaction
Monthly and Miscellaneous
What do these declines mean?
Each decline comes with a code to help you understand why the error is happening. These decline codes are universal, and can be found by simply entering the code into your preferred search engine.
What are the next day funding cutoff times?
The cutoff time for next day funding vary from processor to processor. Contact your account manager to confirm the next day funding cutoff time for your processor.
In some cases, it may be possible to adjust the batch close-out time to occur later in the day, while still receiving the funds next day. Review the Configuring Later Next Day Funding Batches section of the CardPointe Web App support article for more information.
How do I void/refund a transaction?
- Merchants can void or refund a transaction done by a CardPointe terminal or device by going to the Virtual Terminal on the CardPointe platform.
- Click Reporting.
- Locate the transaction.
- Click the Transaction#.
- A button to Void or Refund the transaction displays under Transaction Detail.
- If a merchant is using a 3rd Party Terminal, you will need void or refund at the terminal.
If you still need help, please call 877.828.0720.
How can I change my demographic information in CardPointe?
Merchants can access the options to change their receipt information by going to Administration > Receipts subtab.
To change the information associated with the account, you will need to contact a Merchant Solutions representative at 877.828.0720
How can I reconcile my funding vs my transactions?
You can access the record of all of your transactions under the Reporting tab in CardPointe. If you feel something is incorrect, please call one of our Merchant Solutions representatives for an answer.
What is the difference between funding summary and a batch report?
A batch report shows each transaction done in a particular time frame. A merchant can either batch automatically each day at a certain time, or batch manually at their terminal. A funding summary is what actually goes into the merchant’s bank account. This can be comprised of multiple batches, like after a weekend, and can also include debits from the account, like fees or charges taken out.
Where can I see my statements?
Your statements are accessible under the Reporting > Statements tab. From there, you will be able to see all of your statements from any linked Merchant Identification numbers.
What is PCI compliance and how do I become PCI compliant?
The Payment Card Industry Data Security Standard (PCI DSS) is a set of industry rules passed down by the major card brands to protect merchants and customers from data breaches and identity theft. All merchants must be compliant, or risk facing a fine from the card brands. As a CardPointe merchant, your PCI compliance status is determined by your standing in Trustwave’s Trustkeeper portal. You can access this portal under the My Account tab on your CardPointe account.