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Refund on Ingenico ICT 220
1) Press 2
2) Select "Credit"
3) Enter "Amount"
4) Press "Enter"
5) Swipe/Insert Card
6) Receipt prints(Merchant copy)
7) Press "Enter"
8) Customer copy prints


Refund on Exadigm NX2200e
1) On the main menu select "Credit"
2) Press "Return"
3) Enter refund amount
4) Press "Enter"
5) Insert Credit card information or Swipe/Tap/Insert card
6) Press "Enter"

Go to dashboard.

Unfortunately, once processed, a refund cannot be canceled. Please contact the cardholder in case of an erroneous refund.

Voiding a sale can only be done for transactions that have been processed during the day before your terminal batches out.

Refunds are processed after your terminal batches out from the next day to any days after the original sale has been processed.

Payment machine: Exadigm NX 2200e
1) On the main menu press the “Void” icon
2) Select the option “Last transaction/transaction ID”
3) Void the transaction

A chargeback is a charge that is returned to a payment card after a customer calls their credit card bank to dispute the transaction.

When you get a chargeback, you are notified by mail/fax from the issuing bank. Depending on your state, you will have 15 to 45 days to respond to the chargeback by providing documentation to verify the transaction is legitimate. To avoid any delays or issues, it's always recommended to answer the chargeback as soon as you get the notice.

If you fail to respond to the notice and submit transaction verification, the cardholder will win the chargeback dispute.

If a payment is declined by a customer's bank, please ask the cardholder to contact his bank and inquire about eventual security freezes, etc.

If you are setup to only process credit and not debit PIN based transactions, you may have to activate the debit option. Please send us an email asking for the Debit Option form.

Once we receive your completed form, we will take care of it.

If you want to update the bank account that will receive your payouts, please send us an email at support@tcbpay.com asking for the “Merchant Profile Change Form”:

You'll then have to submit:
The Merchant Profile Change Form
A pre-printed void check from the new account
Or an official bank letter confirming the routing and account number.

Once you have submit the completed form and the void check/bank letter, we will change your direct deposit account.

Traditional/countertop terminals: They are very popular and mostly used for “Card Present” transactions in retails or restaurants as the card is swiped or inserted in the terminal. In some cases, they can also be used for “Card Non-Present” transactions as the card information can be keyed in the terminal in order to process the sale.

Virtual terminals: They are indispensable for merchants who wish to accept payments online or over the phone. They are web-based applications that allow you to enter credit card details manually via the Internet. This solution enables you to take a payment over the phone or in person from your computer without a card reader.

Mobile terminals terminals (Mobile Credit Card Readers): They are versatile devices that you plug in or connect to your smartphone, ipad, android tablets, allowing you to accept payment anywhere by tapping, swiping or inserting credit cards.

Note: As a merchant, you should always make sure your payment terminal is compatible with all the softwares used in your business (Gateway, Point of sales, Quickbooks, etc) It is important to do so in order to avoid technical difficulties in the long term that could cost you delays in your payment and missed sales.
Note: There are several additional features that you should consider adding to your classic payment terminal such as contactless payments (Apple pay, Google Pay, Paypal, etc.), additional transaction types (EBT, Gift cards, etc.), tip option, custom receipt with logo, signature, and many more.

One important thing to consider when choosing the right payment terminal is what method is available for the terminal to communicate with your processor. Although most of them are still equipped with modems and utilize an analog phone line to transmit transaction information, that is no longer the preferred connection type for payment terminals.

These days, a hardwire internet connection is strongly suggested due to the speed and reliability it provides. However, terminals equipped with wireless technology such as WiFi and cellular service also work well and should be considered, if a hardwire internet connection is unavailable.

Note: The card reader will need at least a half hour of initial charge time for setup. For a full charge, charge the reader for a minimum of 3 hours.

Connect the iCMP:
1. Open the iOS 'Settings' application on your iPad.

2. Under 'Settings', tap on 'Bluetooth' and ensure Bluetooth is enabled before proceeding.

3. Power on the iCMP using the power button on the right side.

4. The reader should display 'BT Pairing Required'.
If the screen displays a 'Welcome' message, tap the 'F' key 4 times rapidly.
When entering pairing mode, a 'Begin' message should appear on the screen above the 'F1' key. Tap 'F1' / 'Begin' to start the pairing process.
If the reader prompts for a choice between 'iOS' and 'Standard', choose the option for 'iOS'.

5. Wait until the card reader screen shows the name of your iPad. Use the F2 and F3 keys to navigate the list of detected devices until your iPad is highlighted. Tap the Green button on the reader to select the highlighted iPad.

6. A pairing PIN will appear on the card reader screen and a window will pop up on the iPad asking for the PIN from step 5. Enter the PIN into the iPad and tap "Pair".
Note: This step is time-sensitive. The reader will leave pairing mode after 30 seconds
Ignore the window popup asking to install a separate app.

7. In the Register app, navigate to "Dashboard" > "Back Office" > "Settings"

8. Under the "General" settings, scroll down and tap on "Card Reader" under "Payments".

9. Select "Ingenico iCMP(non-EMV)" or "Ingenico iCMP (EMV Enabled)".
Note: Selecting the EMV Enabled option will require the reader to update. The update takes approximately 15-20 minutes to complete. During the update the iPad and card reader cannot be used.

When you have an error message on your machine, please call us at (866) 444 8585 and we'll find together a solution to your problem.

Compliance can be defined as the adherence to laws, regulations and rules of card brands and sponsored entities. Compliance also deal with matters such as prevention of money laundering and terrorist financing, and investigations of alleged corrupt and fraudulent behaviour.

Payment card industry (PCI) compliance refers to the standards that businesses must follow to ensure that payment card data provided by cardholders is protected, reducing the likelihood to have financial data stolen and used to make fraudulent purchases. Merchants are asked to address any gaps in security, and avoid storing sensitive cardholder information, such as social security and driver's-license numbers. Being PCI compliant means consistently adhering to a set of guidelines set forth by Issuing Banks and Card Associations. While PCI compliance requirements are dictated by the PCI Security Standards Council (“PCI SSC”), compliance is enforced by payment Card Associations (e.g. Visa, MasterCard etc.).

These are the four levels of PCI compliance as mandated by the card issuers Visa and Mastercard, with definitions according to the annual volume of payment card transactions:
Level1: Over 6 million Visa and/or Mastercard transactions processed per year
Level2: 1 million to 6 million Visa and/or Mastercard transactions processed per year
Level3: 20,000 to 1 million Visa and/or Mastercard eCommerce transactions processed per year
Level4: Less than 20,000 Visa and/or Mastercard eCommerce transactions processed per year all other companies that process up to 1 million Visa transactions per year

What do these levels mean?
Merchants that meet Level 1 compliance must have yearly on-site reviews by an internal auditor and a required network scan by an approved scanning vendor. A full list of approved scanning vendors (ASV) and contact information is available online from the PCI Security Standards Councilwebsite. Merchants that meet PCI compliance Levels 2, 3 or 4 must complete the PCI DSS Self Assessment Questionnaire annually and undergo quarterly network security scans with an approved scanning vendor.

Regulatory compliance is an organization's adherence to laws, regulations, guidelines and specifications relevant to its business processes. Violations of regulatory compliance regulations often result in legal punishment including federal fines.

Payments companies are subject to oversight from a host of agencies, including the banking regulators such as the Office of Foreign Asset Control (“OFAC”), the Financial Crimes Enforcement Network (FinCEN), and the Federal Trade Commission (FTC). These regulatory agencies monitor payments companies on issues ranging from anti-money laundering (“AML”) to counter terrorism funding (“CTF”).

Regulators are pressing financial institutions, processors, and independent sales organizations (ISOs) to understand “know your customer” protocols and mitigate the use of financial services for illicit purposes.

To prevent or manage fraud merchants need to know the types of fraud that which could place. Some of the most popular types of fraud are:

a. Friendly Fraud: happens when a cardholder purchases a product or service with their own payment card and issues a chargeback (deliberately), claiming item(s) or service(s) were never received, or they never made the charge in the first place.

b. Pure/Clean Fraud: happens when purchases are made with a stolen card holder's information. To perpetuate a stolen card as well as information about the cardholder is used to process a transaction. This makes it appear like a legitimate transaction with good shipping, billing, and IP addresses as well as complete and verified card data.

1. Make sure billing descriptors matches the business name. Many times, chargeback fraud happens because cardholders don't recognize the company name on card statements.
2. For online orders, offer shipping with tracking ID. This is one the best methods to provide evidence of proof that the goods were delivered to the intended recipient and address.
3. Hold clear shipping, refund and return/cancellation policies online.
4. Provide invoices outlining full details of the order, including recipient, address, amount(s) and delivery date.
5. Keep platforms and software up to date
6. Ensure website's checkout page always remains encrypted as “https:” to ensure information remains secure and confidential.
7. Use additional fraud prevention tools such as AVS, CVV and 3D Secure.