Can I use my existing merchant account?

No. You must use the merchant account provided by ServiceTrade’s payments provider to accept payments through Invoice Link. You can continue to use your existing merchant account for other payments (credit card swipes, phoned-in credit cards, etc).

ServiceTrade may add the capability for you to use your own merchant account in the future.

How are payment fees applied?

The payment fees associated with ACH and credit card transactions are applied to the total amount of the invoice that was paid. You will receive the net amount after those fees are applied. For example, if the invoice amount was $100 and your payment fee is 3% + $0.50, then the fee will be $3.50 (3% of $100, plus an additional $0.50). You will be paid the remaining $96.50.

When I will receive funds from my Invoice Link payments?

Payments are processed in a batch at 8 pm Eastern time each day. All payments made on that day will be included in that batch and will be deposited into your bank account (minus payment fees). There is no action you need to take to settle your batch each day. Once your batch is settled, the deposits will fund your bank account within 48 business hours for credit card transactions and 5 business days for ACH transactions.

Credit Card Transactions settled by 7:30 pm EST on:

Monday will fund on Wednesday

Tuesday will fund on Thursday

Wednesday will fund on Friday

Thursday will fund on Monday

Friday will fund on Tuesday

Saturday and Sunday will fund on Wednesday

ACH Transactions settled by 7:30 pm EST on:

Monday will fund on the following Monday

Tuesday will fund on the following Tuesday

Wednesday will fund on the following Wednesday

Thursday will fund on the following Thursday

Friday will fund on the following Friday

Saturday and Sunday will fund on the following Friday

Note: Payments that occur after 7:30 pm Eastern will be included in the next day’s batch.

How do I handle credit card chargebacks?

A chargeback is a dispute initiated by a customer against the merchant who accepted their card as payment in exchange for goods or services. The chargeback process is available as a protection for cardholders against fraud and merchants who do not provide their product/service as promised.

When a bank receives a chargeback dispute from one of their cardholders they open an investigation by contacting the processor and requesting evidence that the product/service was provided. The processor will then notify you of the chargeback and advise as to what documentation should be provided.

To respond to a credit card chargeback:

  1. Log into the Payment Portal
  2. Click on Reports
  3. Click on the Chargeback Manager report
  4. Select the chargeback to which you would like to respond
  5. Click on the Upload Docs button
  6. Upload supporting documents that confirm the cardholder authorized the transaction being disputed. Providing documentation that shows proof of authorization, such as a signed work acknowledgment or pre-work authorization, a record of an approved quote, or other documentation that shows proof of authorization will help in resolving the dispute.
  7. Click Submit to submit your documents.

What do the different ACH payment statuses mean?

The Payments list in the Payment Portal will indicate if the ACH transaction is currently in the settling process, if the transaction has settled and funded to your account, or if the transaction has been reversed. Each status will be shown under the payments list and will be displayed as follows:

  • Settling: the ACH transaction has not yet settled. The settling process typically takes 5 business days.
  • Green checkmark: The ACH transaction has settled and your bank account has been funded.
  • Voided: The ACH transaction failed to settle, and your bank account was not funded. There are a number of reasons as to why the payment could have been reversed (voided). Examples of this include insufficient funds, the bank account is not authorized, etc. If the transaction shows as voided, please reach out to the customer for another form of payment.

What is PCI Compliance?

PCI security standards are technical and operational requirements set by the Payment Card Industry Security Standards Council to protect cardholder data. Major card companies such as Visa, MasterCard, American Express, and Discover, are responsible for enforcing the security of cardholder information.

Merchants are responsible for ensuring their equipment, networks, and employees meet the PCI security standard.

How do I become PCI Compliant?

ServiceTrade works with a Level 1 PCI Service Provider. Level 1 is the high level of compliance available, and we adhere to industry-leading PCI standards. To become PCI compliant, the following steps need to be taken:

  1. Complete business profile
  2. Complete Annual PCI questionnaire

How do I take my PCI Compliance questionnaire?

After your account approval, you will receive an email from Control Scan, our PCI vendor ( support@email.controlscan.com). That email will include your username and password to login into your account for the first time. Once you have received your username and password, you can access the questionnaire at https://servicetrade.secureedge.com.

How do I add a surcharge to my invoices to cover the cost of credit card payment fees?

A credit card surcharge (sometimes called a convenience fee) is not currently supported by ServiceTrade’s payments partner (details here). The Sub-Merchant agreement that you agree to during Invoice Link Payments onboarding specifically prohibits surcharges in section 5.e.: ‘Each transaction amount is only for respective merchandise or services (including taxes, but without any surcharge)’, and in Appendix II section C.i., which prohibits surcharges and other practices which result in customers who pay with credit cards paying more than customers who pay with cash or check. The full Sub-Merchant agreement is available here.

Why doesn’t ServiceTrade support credit card surcharges?

Surcharges are not supported by Servicetrade’s payments partner because in some jurisdictions these surcharges are prohibited (or restricted) by law, and in other jurisdictions are allowed only with advance notification to both your customers and to credit card associations (Visa, Mastercard, etc), and other restrictions. More information about surcharges is available from Visa here.

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