APS Approach – Protocol

Posted on by Lisa French
  1. Bank Account Changes –
    We always want to check USA ePay to confirm which processors they are with, and their current MID/FILE CODE before moving forward with the change. (Payscout, MeS, TOPS/First Data, TOPS/Global = credit card side. Teledraft/Phoenix Payments/Base Commerce or EFT Network = check side)
    If we can’t find them in ePay, they may have a gateway account with Auth.net, and all merchants with Auth.net do need to deal directly with Auth.net for any changes in the gateway, we will make changes on our side and with their processor(s) otherwise.

    • Send appropriate bank account change forms (always send APS bank change form and APS checking account set up instructions form, and then for each processor that requires one) to the merchant and have them provide a voided check(s) for new checking account(s), along with the forms filled out and signed by the company owner. If they cannot provide a voided check, a bank letter stating the routing number and account number, on the bank’s letterhead, signed by a bank official can be provided in lieu of a voided check. NOTE: IF THE MERCHANT IS MAKING A CHANGE TO THEIR FEE ACCOUNT, SEND AN APS BILLING AGREEMENT ALONG WITH THE OTHER DOCUMENTATION FOR THEM TO FILL OUT AND RETURN TO US, THIS IS IMPORTANT FOR OUR BILLING DEPARTMENT.
    • Once we receive the documentation back from the merchant, send an email to billing@apsofga.com, support@apsofga.com, and cc print@apsofga.com with the docs attached, for changes to be completed on APS side.
    • Send email to the appropriate processor(s), with the documentation attached, for the processor to make changes on their end.
      • TOPS/FIRST DATA, TOPS/GLOBAL = updates@chargepayment.net & updates@i3verticals.com
      • Payscout/PowerPay = Alison Gerrish AGerrish@powerpay.biz
      • MeS = we submit the ACR in MeS system, and then send email with documents attached, along with ACR Control # to Creditefax@merchante-solutions.com
      • Teledraft/Base Commerce = requests@basecommerce.com
      • EFT Network = support@redeposit.com
    • Drop the documentation into the merchant’s folder in Dropbox
    • Go to the “App Tracker” in Google Drive, and go to the “DDA Changes” Tab, to enter the new account information on the tracker.
    • Follow up with each processor to ensure completion, typically the changes are complete in 3-5 business days, if you haven’t heard back from them by the 3rd business day, send a follow up email to confirm completion.
    • After receiving confirmation from all APS departments and processors that the change is complete, send an email to the merchant or sales rep that submitted the change to let them know it’s complete. We need to check MeS system under “Account change request status” or on the merchant’s profile in MeS under “Account change request history” to see if it is complete, as they do not send follow up emails to us to let us know if it is.
  2. APS Billing Agreement – This form needs to be provided to each merchant under the following circumstances:
    • If it’s a new merchant account
    • If a current merchant is making a change to their fee account
    • If a current merchant is needing an upgrade to their gateway package
    • If a current merchant is needing a downgrade to their gateway package

      GATEWAY PACKAGES ARE AS FOLLOWS (TO BE DETERMINED BY THE SALES REP):

      SILVER – $39.95 set up fee with $10 monthly fee = As the base gateway package, Silver provides all basic Merchant Console functions and can be modified to include batch upload functionality, customer database access, customizable reports and/or extended fraud protection.

      GOLD – $39.95 set up fee with $15 monthly fee = (with Customer Database) includes all of the basic Merchant Console functions, as well as customizable reports and full access to the customer database.

      GOLD – $39.95 set up fee with $15 monthly fee = (with Extended Fraud Protection) includes all of the basic Merchant Console functions, as well as customizable reports and fully functioning extended fraud protection.

      PLATINUM – $39.95 set up fee with $17.50 monthly fee = This package includes the highest number of features: everything the merchant could possible need for a superior console experience. Unlimited access to all available features of their merchant console including extended fraud protection, customizable reports, fully functional customer database and batch upload functionality.

      • Fill out the billing agreement with the merchant’s information we have on file for a current merchant. If it’s a new merchant, fill out the DBA name & Legal name. For all merchants, enter any notes needed in the “NOTES” section (special instructions or software information), check off which type of service they will be utilizing, payment type, set up fee amount & monthly fee amount.
      • The merchant will need to fill out any appropriate areas needed with their company information, the payment information on the bottom left of the form, and have signed by the company owner on the bottom right.
      • Once we receive the form filled out and signed, send to billing@apsofga.com, support@apsofga.com, and cc print@apsofga.com
      • Drop the form into the merchant’s folder in Dropbox.
      • Follow up with the Billing Dept. and Support Dept. to confirm completion if we haven’t received anything after 2 business days. After receiving confirmation from all APS departments that the change is complete, send an email to the merchant or sales rep that submitted the change to let them know it’s complete.
  3. Account Closure – We always want to ask the merchant the reason for the closure. If they are switching providers, we want to reach out to the merchant’s sales rep to have them contact the merchant to see if there is anything we can do to save the account. (The merchant’s sales rep will be listed on their Spec sheet, in their Dropbox folder.) If their sales rep is the one reaching out for the closure, we still want to be sure we know the reason for closure before proceeding.
    • Send the merchant and/or the merchant’s sales rep the APS Account Closure form, along with an Account Closure form needed for their processor(s), to have them fill out and have signed. NOTE: PLEASE CONFIRM THE MERCHANT’S MID AND PROVIDE IT TO THEM, THEY WILL NEED TO HAVE IT ENTERED ON THE CLOSURE FORM(S).
    • Once we receive the documentation back from the merchant, send an email to billing@apsofga.com, support@apsofga.com, and cc print@apsofga.com with the docs attached, for changes to be completed on APS side.
    • Send email to the appropriate processor(s), with the documentation attached, for the processor to make changes on their end.
      • TOPS/FIRST DATA, TOPS/GLOBAL = updates@chargepayment.net & updates@i3verticals.com
      • Payscout/PowerPay = Alison Gerrish AGerrish@powerpay.biz
      • MeS = we submit the ACR in MeS system, and then send email with documents attached, along with ACR Control # to Creditefax@merchante-solutions.com
      • Teledraft/Base Commerce = requests@basecommerce.com
      • EFT Network = support@redeposit.com
    • Drop the documentation into the merchant’s folder in Dropbox
    • Follow up with each processor to ensure completion, typically the change is complete in 5-10 business days, if you haven’t heard back from them by the 5th business day, send a follow up email to confirm completion.
    • After receiving confirmation from all APS departments and processors that the change is complete, send an email to the merchant or sales rep that submitted the change to let them know it’s complete. We need to check MeS system under “Account change request status” or on the merchant’s profile in MeS under “Account change request history” to see if it is complete, as they do not send follow up emails to us to let us know if it is.
  4. APS Spec Sheet (Merchant Specifications & Processing Profile Form) – This form needs to be supplied by the Sales Rep along with a merchant’s application and supporting documentation.  This form helps our support team to know exactly how the merchant account is to be set up, which software provider we will need to integrate with, and any special notes on the account otherwise. If the Merchant’s Sales Rep does not provide one, we do need to reach out to have them do so.  Each Sales Rep affiliated with APS should have their own Spec sheet.
  5. Adding AMEX to a Merchant Account – If a merchant needs to add American Express (AMEX) to an account, we need to follow these steps:
    • Go to USA ePay and search the merchant’s DBA name to find out which credit card processor they are with.
    • Send the merchant an APS AMEX ADDITION FORM, along with an AMEX addition form for TOPS/FIRST DATA & TOPS/GLOBAL or Payscout if they are using either of them. If the merchant is with MeS, we only send them the APS AMEX ADDITION FORM. They will need to fill out the forms, have signed and returned to us.
    • Once we receive the forms back, send them to print@apsofga.com.
    • Send an email with the forms attached to the merchants processor(s) for them to add the AMEX MID to the merchant’s account.
      • TOPS/FIRST DATA, TOPS/GLOBAL = updates@chargepayment.net & updates@i3verticals.com
      • Payscout/PowerPay = Alison Gerrish AGerrish@powerpay.biz
      • MeS = we submit the ACR in MeS system, and then send email with documents attached, along with ACR Control # to Creditefax@merchante-solutions.com
    • After receiving confirmation from the processor that the addition is complete, follow up with the merchant or merchant’s sales rep to let them know. We need to check MeS system under “Account change request status” or on the merchant’s profile in MeS under “Account change request history” to see if it is complete, as they do not send follow up emails to us to let us know if it is.
  6. Any Other Account Changes – If a merchant is needing to make a change to their contact information (address, email, contact person, phone #) a descriptor change, or a DBA name change, we need to follow these steps:
    • Send an APS MERCHANT ACCOUNT INFORMATION CHANGE form, along with the appropriate account change form for the processor(s) that they are using if needed. (CHECK EPAY TO CONFIRM WHICH PROCESSOR(S) THEY ARE USING)
    • Once we receive the documentation back from the merchant, send an email to billing@apsofga.com, support@apsofga.com, and cc print@apsofga.com with the docs attached, for changes to be completed on APS side.
    • Send email to the appropriate processor(s), with the documentation attached, for the processor to make changes on their end.
      • TOPS/FIRST DATA, TOPS/GLOBAL = updates@chargepayment.net & updates@i3verticals.com
      • Payscout/PowerPay = Alison Gerrish AGerrish@powerpay.biz
      • MeS = we submit the ACR in MeS system, and then send email with documents attached, along with ACR Control # to Creditefax@merchante-solutions.com
      • Teledraft/Base Commerce = requests@basecommerce.com
      • EFT Network = support@redeposit.com
    • Drop the documentation into the merchant’s folder in Dropbox
    • Follow up with each processor to ensure completion, typically the changes are complete in 3-5 business days, if you haven’t heard back from them by the 3rd business day, send a follow up email to confirm completion.
    • After receiving confirmation from all APS departments and processors that the change is complete, send an email to the merchant or sales rep that submitted the change to let them know it’s complete. We need to check MeS system under “Account change request status” or on the merchant’s profile in MeS under “Account change request history” to see if it is complete, as they do not send follow up emails to us to let us know if it is.
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