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Support Center

Frequently asked questions

FAQs

What is EMV?


EMV stands for Europay, MasterCard, Visa. It's the global standard for a Debit and Credit Card that is chip-based. It's a joint effort to ensure security by making card information more difficult to extract than from magnetic stripe cards.




When do I get paid for my transactions?


Depending on the time you batch out at the end of the day you will receive funding within 24-48 hours. The cut-off time is as follows: 5:00PM (PST), 6:00PM (MST), 7:00PM (CST), 8:00PM (EST). Keep in mind, we don't fund on weekends.




How can I view my statements?


Every month you will be mailed your statement for the previous month. If you would like to sign-up to view your statements online contact your account executive to proceed. Your account executive can also provide you with your statements digitally via email when requested. (note: your account executive is assigned once you switch to Redde)




How do I read my statements?


When you sign up with Redde we send you a digital copy of our welcome packet. On page seven of that packet there is a detailed outline of how to read your statements. Or you may contact your assigned account executive who will be happy to go over your statements in detail.




How can I change account information, such as my address or phone number?


If you would like to change any information that is associated with your account please contact your account executive who would be happy to make the appropriate changes.




Can a new owner use my account?


Our team would be happy to transfer your current account to your new owner. If you sell your business, please contact your account executive to begin the process.




What credit cards can I accept?


With Redde, you can accept all credit cards!




How do I use my credit card machine?


With every POS device you will receive a quick reference guide which provides support with operating your POS device. Please contact your account executive for any additional information.




What is PCI Compliance?


PCI DSS stands for Payment Card Industry Data Security Standard. This is a set of requirements designed to ensure that any business or company that processes, stores or transmits credit card information preserve a secure environment that protects cardholder data. Upon approval expect to receive a PCI compliant self-assessment questionnaire tailored to your business type. Contact your account executive with any further questions.




Are there any guides on accepting credit cards that I can reference?


For merchants accepting Visa visit - Card Acceptance Guidelines For Visa Merchants. For merchants accepting MasterCard visit - MasterCard Rules For Accepting Credit Cards.




Can I fill out an application online?


Yes! You can either contact our sales team for specific information. However, if you know what kind of solutions you are needing we have an option online where you can fill out an application immediately. Click here to see our available applications.




How can I prevent my business from fraud?


Fraud Prevention Tips





Authorize.net

How to integrate Authorize.net and Shopify


Authorize.net Shopify Connection *You may need additional information provided by Redde to complete the integration. This will be provided after your account is approved.* If you have additional questions, please let us know via email: info@reddepayments.com




How to integrate Authorize.net and WooCommerce


WooCommerce Authorize.net Plugin *You may need additional information provided by Redde to complete the integration. This will be provided after your account is approved.* If you have additional questions, please let us know via email: info@reddepayments.com




How to run a test transaction


How to run a test transaction through Authorize.net online portal: To turn Test Mode on or off: Step 1: Log in to the Merchant Interface at https://login.authorize.net. Step 2: Click Account. Step 3: Under General Security Settings, click Test Mode. Step 4: Drag the slider to Test or Live. *Remember to turn off Test Mode when you are ready to process live transactions.*




How to use the virtual terminal


Step 1: Log in to the Merchant Interface at https://login.authorize.net. Step 2: Click Tools. Step 3: Under Select Payment Method, click Charge a Credit Card. Step 4: Under Select Transaction Type, click Authorize and Capture. Step 5: Under Payment/Authorization Information, enter the customer’s payment information. Step 6: Optional. Under Order Information, enter the invoice number and a description of the order. Step 7: Optional. Under Customer Billing Information, enter the customer's name, ID, company, and billing address. Note that the transaction might be declined with an AVS mismatch if you do not include a billing address and if you use the default AVS settings for your account. Step 8: Optional. Under Shipping Information, check S ame as information entered in Billing Information, or enter a new address for shipping the order. Step 9: Click Submit. *If you use CCV to verify the customer’s card code, click Virtual Terminal Settings at the bottom of the Virtual Terminal, check Card Code in the Required column, and click Submit.*




How to obtaining API login ID and transaction key


1. Log into the Merchant Interface. 2. Click Account from the main toolbar. 3. Click Settings in the main left-side menu. 4. Click API Credentials & Keys. 5. Select New Transaction Key. Note: When obtaining a new Transaction Key, you may choose to disable the old Transaction Key by clicking the box titled, Disable Old Transaction Key Immediately. You may want to do this if you suspect your previous Transaction Key is being used fraudulently. 6. Click Submit to continue. 7. Request and enter PIN for verification. Your new Transaction Key is displayed. You will only need to do this once. Once you generate the API key you don’t need to enter it anywhere. The generation of the API is all you need to start invoicing.




How to edit your AVS (address verification service) settings


Step 1: Log in to the Merchant Interface at https://login.authorize.net. Step 2: Click Account. Step 3: Under Basic Fraud Settings, click Address Verification Service. Step 4: Check or uncheck the box next to each AVS response code to indicate that you want to reject or accept transactions with that AVS response.




How to edit your CCV settings


Step 1: Log in to the Merchant Interface at https://login.authorize.net. Step 2: Click Account. Step 3: Under Basic Fraud Settings, click Card Code Verification. Step 4: Check or uncheck the box next to each CCV response code to indicate that you want to reject or accept transactions with that AVS response.




How to issue a refund


Log into your Merchant Interface. 1. Click Transaction Search from the main toolbar. 2. Click Search for a Transaction in the main left side menu. 3. Select the desired dates to view from the drop down menu or search by credit card payment method or credit card number, customer first name, last name, or transaction ID number. 4. Click Search. 5. Click the Transaction ID for the transaction that you wish to refund. 6. On the Transaction Detail screen that follows, click the Refund button. A pop-window appears. 7. If you would like to issue a partial refund, adjust the Amount field. 8. Optionally, you may add or update the Invoice # field for this refund, and enter something in the Description field. 9. If you would like your customer to receive an email receipt for the refund, confirm the Customer Email field is present, and check the box labeled Email transaction receipt to customer (if email provided). 10. Click OK to submit the refund request.




How to change your password


To change your Authorize.Net account password: Log into the Merchant Interface. 1. Click Account from the main toolbar. 2. Click User Profile in the main left side menu. 3. Click Change Password. 4. Enter your current password. 5. Enter a new password. Please note:

  • Your password must be at least eight characters long. Longer passwords may be even stronger.
  • Your password must include a combination of upper and lower case letters, numbers, AND non-alphanumeric symbols.
  • Your password may not be a standard dictionary word, even if it is spelled backwards.
  • Your password may not use common symbol substitutions for letters, such as $ for s.
  • Your password may not be the same as your user login ID.
  • Your password may not be blank.
6. Re-enter the new password. 7. Click Submit.




How to edit business information


To edit your business information: 1. Log into the Merchant Interface. 2. Click Account from the main toolbar. 3. Click Merchant Profile from the left side menu. 4. Click Edit Business Information. 5. Update your business information as needed.

  • Company/Business Name - To update your business name, please see Edit Account Business Name.
  • Country - Please contact Customer Support if the country filed needs to be corrected.
  • Address
  • City
  • State
  • Zip
  • Phone
  • Fax
  • Product/Services Description
  • Web Site Address
  • Shopping Cart Solution
6. Click Submit.




How to integrate Authorize.net and BigCommerce


Login to your BigCommerce portal. 1. Click Store Setup in your left menu 2. Click Payments 3. Click Online Payment Methods 4. Choose Authorize.net as your payment gateway by clicking Set Up 5. Follow the online instructions provided *You may need additional information provided by Redde to complete the integration. This will be provided after your account is approved.* If you have additional questions, please let us know via email: info@reddepayments.com




How to integrate Authorize.net and JotForm


Connecting Authorize.net and JotForm *You may need additional information provided by Redde to complete the integration. This will be provided after your account is approved.* If you have additional questions, please let us know via email: info@reddepayments.com




How to view fees from Authorize.net


1) Log into your merchant interface using the following link: https://account.authorize.net 2) Click statements in the main left side menu 3) Click billing statement





NMI

How to run a transaction





How to authorize and capture transactions





How to void or refund transactions





How to view my billing statement


Log into your gateway account >> click on options >> click on settings >> under 'Genaral Options', you will see the 'Billing Statement' option.




How to login to NMI


Use your merchant login credentials here to login.





SwipeSimple

Need more assistance?


Please visit https://support.swipesimple.com/hc/en-us for a full list of common questions.




How to take your first payment


There are three ways to take a payment with SwipeSimple:

  • Swipe (traditional magnetic card)
  • Dip (EMV chip card)
  • Tap (Contactless card, Apple Pay, or Google Pay)
The type of payment types you're able to accept depend on your merchant account and the type of card reader you have. If prompted to Swipe or Dip and presented with an EMV chip card, process the transaction by dipping the card in the enclosed slot on the reader ship-first with the chip facing the top of the reader. When prompted to Swipe or presented with a non-chip card, run the card through the openended slot on the reader with the magnetic stripe facing the back of the reader. When using a Bold B550 or Swift B250 reader and presented with a contactless payments enabled credit card or mobile device, Tap the card or mobile device on the reader to process a transaction. Cardholders using Google Pay or Apple Pay can also conduct a transaction using these readers. Via the SwipeSimple mobile app
  1. Type an amount on the ‘Quick Item’ tab on the Sale screen (we recommend a $0.01 test transaction) or select an item from your inventory by selecting the center, ‘Items’ tab. Tap C to clear the amount.
  2. Tap the Charge button.
  3. Connect your SwipeSimple card reader to your mobile device.
  4. Swipe, Dip or Tap your card or payment device when prompted by the app.
  5. Select Receipt to enter an email address or phone number to send a receipt.
Via the web dashboard
  1. Select the Virtual Terminal tab from the left.
  2. Enter the amount of the sale, card number, expiration date, CVV, and billing zip code
  3. Select the Charge button
  4. Enter an email address or phone number to send a receipt
Important note: Dip and Tap capabilities depend on the card reader hardware and Merchant Account used for payment processing.




How to accept tips


A customer may be prompted for a tip on the transaction. Enable and configure the tipping amounts in the Settings section. When enabled, the cardholder can select their tip amount from several available options:

  • For credit transactions: Default Tip amounts as configured in the Settings
  • For cash transactions: Keep the Change, 1st and 2nd default amounts rounded to the nearest dollar
  • Custom amount
  • None




How to view transaction history


The History page lists transactions by date with the most recent transactions at the top. Pull and release the screen to refresh list of transactions. Tap on any transaction to view transaction details. Transaction summary Transaction summary includes:

  • Transaction status
  • Transaction number (system generated)
  • Transaction date and time
  • Card details
  • Customer information
  • Full list of items and discounts
  • Tip
Card details include card brand, transaction type, last 4 digits of the card, and cardholder name (listed as Customer). You can also issue a full or partial refund, or send a receipt from the transaction summary page. Transaction Details Transaction Details include:
  • Transaction ID
  • Date & Time
  • Method (Keyed, Dipped, Swiped, Tapped, On File)
  • Taken by
  • Auth Code
  • Reference Number
  • AVS Result
  • Decline Reason
  • Merchant account name
  • Card brand and last four digits
  • Cardholder name
  • Signature




How to void a transaction


Tap Void to void your selected transaction.If the void option is not displayed, the transaction can no longer be voided. Please contact us for additional information.




How to refund a transaction


Tap Refund and enter the amount you wish to refund for that transaction. *Only admin users can perform refunds Partial refund You can refund an amount less than the total of a transaction. The result of your full or partial refund will show up as a new record in the History page. To refund the remaining balance of a transaction, or to perform another partial refund for an amount less than the remaining balance, return to the original transaction listing. * It may take up to 7-10 days for refunds to be processed. Please contact us for additional information.




How to create and send invoices


  1. To create an Invoice, navigate to the Invoices tab.
  2. Click the Add New Invoice button.
  3. Select the Customer Name field and either search within your existing list of saved customer names or create a new customer.
For an existing customer with an email on file, that email will populate automatically. If entering in a new customer’s name, add that customer’s email. Any new customer name and email will be saved to the Customers records. In creating an invoice, there are required and optional fields:
  • Required Fields Optional Fields
  • Customer Name Tax
  • Customer Email Due Date
  • Invoice Number Note
  • Description
  • Unit Price
Review information in the invoice to ensure it is correct. Note: You will not be able to edit the invoice after sending. Once the invoice details have been entered correctly, click Send Invoice and input the customer’s email address, phone number, or both. To learn more about invoices - click here.




Invoicing FAQs


Will there be a confirmation that the invoice has successfully been delivered to my customer's inbox? In the event that an invoice is unable to be delivered, the invoice status will update to say "Undeliverable." Where can I see the last time an invoice was sent to my customer? You can check the last time an invoice was sent to your customer on the main Invoices tab in your SwipeSimple Dashboard under ‘Date Sent’. Can my customers pay invoices from their mobile phone? Yes, all invoices can be paid from almost any mobile browser. Is there a section in the invoice to write a note? Yes, when creating a new invoice you can add notes where you see + Add Note at the bottom left hand side of the page. Can I edit an invoice after it’s been sent to my customer? No, an invoice cannot be edited once it has been sent. In the event an invoice is no longer accurate, the best course of action is to void that invoice and create a new one. If I add an item to my invoice that is not currently in my catalog, will it auto create a new catalog item for me? No, entering a new item in invoices will not create a new item in your catalog. To invoice on the same item multiple times, add the item to your catalog and it will become a drop down option for you when you create an invoice. Can I customize the look of my invoice? Yes, you can add your company logo, or any picture, and change the color of your invoice in the Account Settings on your SwipeSimple Dashboard. Do invoices show up in my transaction history? Yes, paid invoices will show in your Transaction History and be identified ‘Invoices’ in the transaction method. How will I know my customer has paid their invoice? An invoice paid directly from SwipeSimple will show a Status of “Paid” under the Invoices tab in your SwipeSimple Dashboard. If your customer has paid for the invoice via check or cash - you can auto change the Status to “Marked as Paid”. Will I receive a notification that my customer has paid their invoice? You will not be automatically alerted when an invoice has been paid. You can check the status of payment on the SwipeSimple Dashboard under Invoices under ‘Status’. Will my customer get an email if their invoice is overdue? No, your customer will not get an auto email once their invoice becomes overdue. You can resend the invoice by clicking into the invoice on your SwipeSimple Dashboard and clicking “Resend Invoice” on the upper right hand side of the page. Will my customer be able to see that they’ve paid the invoice? Yes, once Paid the customer will see a ‘Paid’ stamp on their invoice. If I’m invoicing a new customer, will their information be saved for future use? If you are invoicing a customer for the first time SwipeSimple will save their information. If the customer is already on file, the invoice will tie to their existing profile. Can I send my customer an invoice on my SwipeSimple App? At this time, Invoices can only be sent via the SwipeSimple Dashboard. Can I offer an early-pay discount for a customer's invoice? Not at this time. Does the email generated include a PDF of the invoice? No, the customer will get a web page with the invoice and a payment link to pay that invoice. A PDF is not created. How does selecting items impact my inventory counts? If you track inventory through SwipeSimple, the quantity sold of that item through your Invoice will deduct from your item catalog. What if my customer says they did not get the invoice? If your customer has not received their invoice, check the status page on the Invoices tab of your SwipeSimple Dashboard to confirm successful delivery. Where can I find the secure payment link? The payment link can be found on the invoice details page by clicking on the hyperlink of the Invoice Number. To learn more about invoices - click here.





PCI Compliance

How do I become PCI compliant?


Upon signup you should have received an email with your PCI Questionnaire. If you don't have the email, don't worry! Just email us at info@reddepayments.com so we can resend you the questionnaire.




What is PCI DSS?


PCI DSS stands for Payment Card Industry Data Security Standard. This is a set of requirements designed to ensure that any business or company that processes, stores or transmits credit card information preserve a secure environment that protects cardholder data. Upon approval expect to receive a PCI compliant self-assessment questionnaire tailored to your business type. Contact your account representative with any further questions. For more general information regarding PCI Compliance visit: https://www.pcisecuritystandards.org/




What is the PCI Questionnaire?


The Self Assessment Questionnaire (or better known as a "SAQ") is a requirement that every merchant must take in order to become PCI compliant. Once all questions on the SAQ are answered as "Yes" or "N/A" with an explanation, you will earn the compliant status. Depending on the business you may be required to complete a scan of your outward facing IP address given to you by your Internet Service Provider if you process credit card data through an Internet connection and/or fall under SAQ A-EP, B-IP, C, or D. The SAQ itself is about 20-30 questions that review the proper guidelines to accepting payments and handling cardholder data. As a merchant, it is your responsibility to maintain the PCI "Compliant" status. Example questions that may be on the SAQ: 1. Are only established connections permitted into the network? 2. Are anti-virus programs capable of detecting, removing, and protecting against all known types of malicious software (for example, viruses, Trojans, worms, spyware, adware, and rootkits)? 3. Are all anti-virus software and definitions kept current? 4. Are all users assigned a unique ID before allowing them to access system components or cardholder data? 5. Are appropriate facility entry controls in place to limit and monitor physical access to systems in the cardholder data environment? For more general information regarding PCI Compliance visit: https://www.pcisecuritystandards.org/




How often do I need to take the PCI Questionnaire?


You will need to become compliant annually. You should receive an email for you to renew your "compliant" status. If you have not received your email for renewal, please email us at info@reddepayments.com.





Fraud Prevention Tips

Preventing Fraud For POS Solutions. (In-Person Transactions)


1. Keep receipts or an itemized list of all transactions.
2. Document customer purchases.
3. Understand and know all your equipment including your POS system.
4. Do not accept "Letters of Authorization."
5. Be cautious when manually entering worn or damaged cards.
6. Keep an eye on customers that may be distracting or appear nervous.
7. Be attentive to customers who keep their credit card separate from their wallet.
8. Educate all your employees on fraud signs.
9. Always ask for identification and compare signatures.
10. If you are ever unsure or need advice - contact us!




Preventing Fraud For Card-Not-Present. (Online Transactions)


1. Pay close attention to the time of day the order was made and the e-mail address that was used.
2. Be cautious of expedited shipping when billing and shipping addresses are different.
3. Anyone who is a first time shopper.
4. Make sure you use Address Verification (AVS) for all online orders.
5. If you are ever in doubt about a potential customer, it is well within your rights to ask for more identification.
6. The mailing address should be checked to see if it is a mailbox or forward shipping service.
7. Be cautious of anyone who tries to "Rush" or "Overnight" orders.
8. Try your best to set purchase limits.
9. When shipping your orders make sure to use tracking numbers and require signatures during delivery.
10. Always require the Security Code (CVV).
11. Make sure the IP location and credit card address match.
12. Be cautious of orders that include several of the same items or are made up of "big ticket" items.





Looking for more payment information?

Visit our blog for more payment information, tips and trends.

Are you a customer looking to refer business?

Visit our referral page to learn how you can start earning for your referrals.

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