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Support Page

Moneris Merchant FAQ's

Processing payment and other transactions requires a considerable technology infrastructure. Moneris is committed to investing in the people and innovative technologies that provide superior payment processing solutions to our customers. Moneris has the scale and focus to be the industry leader. As a Moneris merchant, you can be assured that Moneris will keep you on the leading edge of transaction processing now and in the future.

What is a chargeback?

A chargeback is a debit to a merchant's account from a previous sales transaction. The reasons for chargebacks can be due to errors made by the merchant in the submission of their credit card transactions, non-authorized transactions and disputes from cardholders. When this occurs, Moneris will send the merchant a "Sales Draft Copy Request" which asks for a copy of the receipt as proof that the cardholder authorized the sale. When you receive these notices, please respond to them within the timeframe indicated on the notice.

What is a Sales Draft Copy Request?

A sales draft copy request is sent to you from Moneris when a cardholder queries or disputes a purchase made on your web site. If you get one, please respond to it in the timeframe specified and provide the following: copy of the transaction record (on-line receipt or email), waybills or proof of delivery (with signature of recipient). If you do not reply to these requests and can't provide the proof of purchase/delivery, the transaction can result in a chargeback.

What is a Retrieval Request?

A retrieval request procedure takes place when a cardholder or card-issuing institution questions or disputes a transaction. If you receive a Retrieval Request, please respond within the specified time by providing a legible copy of the transaction receipt or other documentation. Examples include Car Rental Contracts, Hotel Guest Folios and Sales Invoices.

Timing is critical. If you do not respond, or respond late to the Retrieval Request, you will be subject to a Chargeback. The required elements to fulfill a Retrieval Request are: card number, cardholder name, transaction date, transaction amount, authorization number, merchant name and location, and cardholder signature (if available).

What can I do to avoid chargebacks?

Telephone/Mail order and e-commerce orders may have a higher risk for chargebacks if you don't follow some of the guidelines for accepting Card Not Present transactions. The fact that you obtained an Authorization approval number does not mean that the transaction is a guarantee of payment. The authorization only tells you that the card is a valid credit card and that there is enough funds remaining on the card for the amount of the transaction.

The following are suggestions to reduce chargebacks relating to these particular transactions:

  • Authorize all transactions regardless of the dollar amount.
  • Establish an in-house system for tracking "problem credit card accounts" i.e. accounts that have experienced chargebacks in the past, for future cross-reference.
  • Only bill the customer for merchandise that has been shipped. Obtain an authorization and once the product or service is provided, only then should you complete the sale.
  • Keep detailed records of all order forms, shipment slips, delivery receipts, and customer information such as address, telephone number, delivery signature, pertinent invoices, and e-mail address.
  • Be wary of "transient" shipping addresses for individuals, i.e. motels, PO Boxes etc.
  • Indicate clearly on the sales documents whether the transaction occurred over the phone, by mail or over the Internet.
  • Credit your customers' account immediately if they have returned the merchandise or are disputing the charge.
  • Do address verification on suspicious orders, by calling the customer to confirm the order, and always send an email to notify the customer of the order.
  • Whenever possible, ship your products with a courier that can provide you with a signature for proof of delivery.

What can I do to contest the chargeback?

Please call us within 10 days of the debit with any additional information you have to support the charges in dispute.

Are e-commerce transactions secure?

At Moneris we are committed to ensuring the integrity of payment information, and the prevention of credit card fraud. We work with the card associations to ensure that our e-commerce payment processing solutions are secure and in complete compliance with their rules and regulations.

What is SSL?

Secure Sockets Layer (SSL) protocol was developed by Netscape Communications Corporation to provide a high level of security for Internet communications. SSL provides an encrypted communications session between your web browser and a Web server. When sensitive information is being sent over the Internet between your browser and a web server SSL verifies that the information has not been altered in any way on-route. All major browsers released in recent years support SSL.

What is SET?

SET (Secure Electronic Transaction) protocol is an open industry standard promoted by MasterCard and Visa International and developed to facilitate secure and authenticated electronic commerce over open networks, most notably the Internet. SET combines SSL technology with the added security of digital certificates to assist in authenticating parties involved in financial transactions. The SET protocol will provide a universal accepted standard for ensuring secure electronic credit card payments.

What is Verified by VISA? Can I include it on my web site?

Through the simple Verified by Visa password verification process, cardholders' identities are confirmed in real-time during checkout by the cardholder's financial institution. It has been designed to replicate a “card present” environment, and can reduce the risk of fraud and Chargeback costs, with minimum impact to your current transaction processing.

Merchants may only display the Verified by Visa Service logo on their web sites if they are participating in the program. It can enhance your reputation as a safe shopping site and turn the "e-browser" into a loyal, repeat purchaser.

For more information, go to

What is the process to accept other credit cards, such as American Express and Diners Cards?

Moneris Solutions is able to provide you with American Express acceptance. To add other card plans you will need to deal directly with that company to obtain a merchant number for that card product, then inform Moneris so that your web site can be activated for that card type.

What are the fees associated with an Internet VISA/MasterCard Merchant Account?

There is a Merchant Discount Rate, which is based on your average monthly VISA/MasterCard dollar volumes and the dollar size of your average transaction.

Other fees such as set-up, per transaction and monthly fees are dependant on what type of Merchant Account you require and how the transactions will be transmitted to Moneris Solutions.

To get specific fees for your particular application, please contact Moneris sales at 1-866-MONERIS.

Can I accept INTERAC Direct Payment (debit cards) on my web site?

Yes, the INTERAC Online payment option is available through the Moneris Gateway ecommerce solutions.

I'm a web developer or ISP and would like to provide an e-commerce solution for my clients. What solutions does Moneris have for me?

Moneris Solutions, along with our industry partners, has several "hosted" versions of payment servers which can enable your clients' web site for e-commerce. Please contact Moneris sales at 1-866-MONERIS.

If I receive an authorization number on the transaction from my web site, is this a guaranteed sale for my business?

If funds are available and a card has not been reported lost or stolen, the transaction will most likely be approved by the issuing bank. For merchants, it is important to remember that an authorization is not proof that the true card holder is making a purchase or that a legitimate card is involved. An authorization only means that credit is available and that the card is not currently blocked. To detect fraud, authorizations must be augmented with the right combination of tools and controls.

I operate a business outside of Canada and would like to accept credit cards on my web site. Can Moneris help me?

Yes, Moneris would be happy to help. Please call 1-866-MONERIS for more information. Moneris Solutions has US operations as well. Any business operating out of the United States should contact our US office:

Why do I need another VISA/MasterCard Merchant number for my Internet "virtual" store if I already have one for my "physical" store location?

Accepting transactions on the Internet requires that you apply for a separate Internet Merchant number, which is authorized by Moneris Solutions for Card Not Present transactions.

I have other questions with regards to e-commerce for my web site. Who can I talk to?

You can get answers to specific questions by calling 1-866-MONERIS.