FAQs ▸ DC Payments™

FAQs

Get answers to frequently asked questions

  1. Retail frequently asked questions
  2. Fraud protection: face-to-face transactions
  3. Fraud protection: mail order/telephone order/internet
  4. Prepaid credit cards: Visa®
  5. Prepaid credit cards: MasterCard®

Retail frequently asked questions

What type of ATM do I require?

DC Payments offers several models of ATMs to meet the requirements of your business. Please contact a DC Payments sales representative for more information, toll-free at 1.888.414.3730.

What do I need to have an ATM installed?

You will require power, internet and phone connections within three feet from the ATM installation location.

How long will it take to get my ATM?

We have inventory located across the country and can install an ATM within 5–7 business days.

What are the hours of your call centre?

The DC Payments call centre is available 24/7 and can be reached toll-free at 1.888.414.3733 or via email at customersupport@directcash.net

How long does it take to transfer surcharge funds to my account?

With most financial institutions, funds are transferred within one business day.

Are ATM upgrades covered under your warranty program?

DC Payments offers several service packages to compliment your ATM service agreement, contact a sales agent for more information at 1.888.414.3730.

I’d like more signage for my ATM, POS and/or Prepaid products?

We have various signage and branding options available. Please contact DC Payments toll-free at 1.888.414.3733 or email customersupport@directcash.net for more information.

What do I do if my ATM requires service?

The DC Payments customer support centre is available 24/7. Simply contact one of our knowledgeable representatives, toll-free at 1.888.414.3733 for assistance.

What should I do if I see an error code on my ATM?

Call our support centre, toll-free at 1.888.414.3733. Representatives are available 24/7 to assist you.

How do I order receipt paper?

Log into our web store at www.directcash.net to place an online order, or simply call our support centre, toll-free at 1.888.414.3733.

What does it mean to be a member of Interac?

Members of Interac invest in the technology and infrastructure supporting the transaction processing network. Members of Interac undergo regular security audits and follow policies and procedures designed to improve the processing network.

How do I find out how many transactions my ATM did last month?

DC Payments’ web reporting provides detailed transaction reporting, with up to 13 months of history. Reporting summarized by day, month or year. Contact our support centre at 1-888-414-3733 to get web access.

Where can I get a statement of my ATM revenues?

DC Payments offers you the convenience of web reporting to view all of your ATM revenue on a daily, monthly or yearly basis. Contact our support centre at 1-888-414-3733 to get web access.

Do I need to pay GST on my ATM revenues?

Financial services related to shared cash dispensing transactions in Canada are usually exempt. For more information please go to the Canada Revenue Agency web site at www.cra-arc.gc.ca

What do I do if my ATM dispensed the wrong amount of money requested by the cardholder?

Should your customer have any issues with their transaction, please have them contact their Financial Institution to initiate a trace.

Fraud protection

Everyone has a role to play in fraud prevention, including merchants and their employees. The basics of fraud prevention can be broken down into two sections.

Face-to-face transactions

Q: How do I detect suspicious customer behaviour?

A: Fraud Prevention begins with keeping your eyes and ears open. Signs of suspicious customer behaviour can include:

  • Customer has randomly collected merchandise without the usual care.
  • Customer may appear nervous or in a hurry.
  • The customer may take the card from their pocket instead of their wallet and the signatures may not match.
  • Customer makes large, random, expensive purchases.

Q: How do I verify card security features?

A: All cards are designed with special security features to deter counterfeiting and alteration. When you are presented with a card, look for the following elements:

Front of Card

  • Verify the match of print and embossing
  • Embossing
  • Hologram
  • Valid Date
  • Compare account numbers

Back of Card

  • Signature panel
  • Signature

Q: How do I Ensure Proper Processing Procedures?

A: Proper Processing Procedures include the following:

  • Check the card's security features
  • Always swipe through a terminal
  • For manual transactions, always get an imprint of the card
  • Compare the signature with the back of the card
  • Keep your card reader in proper working order
  • Use Fraud Detection Equipment (SecuriSource)

Q: What is a Code 10 Authorization?

A: Code 10 is a universal code that allows you to alert an authorization department of a suspected fraudulent transaction without alarming the customer. Call for a Code 10 when you think a transaction needs a closer look, or when you believe a fraudulent transaction is occurring.

Mail order/phone order/internet fraud

Q: How do I protect my business from Mail Order, Telephone Order, and/or Internet fraud?

A: There is anonymity when buying through the mail, over the phone or online. However, there are steps you can take to help stop credit card fraud.

Watch for the following:

  • Larger than normal purchases
  • Orders of "big ticket" items for resale
  • Orders shipped Rush or Overnight for quick sale
  • Transactions on similar account numbers
  • Orders shipped to a single address but made from multiple cards

Prepaid credit cards: Visa®

Q: What is a Prepaid Visa® card?

A: Prepaid Visa® cards are payment cards containing a pre-set amount of funds that can be used at any merchant location that currently accepts credit cards for purchases. The majority of these cards are part of a “Gift Program,” and each has its own look.

Q; What does a Prepaid Visa® Card look like?

A: A Visa® Prepaid card is unembossed – there are no raised letters or numbers. The card is smooth and displays the Visa® brand mark, along with a 16-digit account number, the cardholder’s name and the message “Electronic Use Only.” A Dove Hologram may appear on either the front or the back of the card with the cardholder’s signature and the magnetic stripe.

Q: Do all Visa® Prepaid cards look the same?

A: Each Visa® Prepaid card has its own look, which may make it more difficult to recognize and ensure its authenticity.

Q: What if the cardholder does not know his/her card balance?

A: Prepaid cardholders must contact the financial institution that issued their Visa® Prepaid card for their balance (1-800 numbers and website addresses are printed on the back of the cards). Currently, there is no way for you, the merchant, to find out the remaining balance.

Q: How do I process a Visa® Prepaid card transaction?

A: To process a Visa® Prepaid card transaction, do the following:

  • First, ask the cardholder how much to deduct
  • Follow the same procedures as you would with a Visa® credit card. Swipe the card, enter the amount, and obtain an online authorization.
  • Ask the customer to sign the receipt and check the signature against the one on the card
  • If the value of the purchase is greater than the balance on the Visa® Prepaid card, the transaction will be declined. The cardholder may split the transaction between the Visa® Prepaid card and another payment method if your business and/or transaction processes allow(s) for it.
  • A Visa® Prepaid card can only be used at electronic terminals that can obtain an immediate online authorization.

Q: What happens if a cardholder tries to make a purchase of greater value than their card balance?

A: The transaction will be declined. The cardholder may ask to split the purchase between two forms of payment. This can be done, provided your store policy and/or transaction processes allow(s) for split transactions. In these cases, the cardholder must inform you of the amount to be deducted from the Visa® Prepaid card and the payment method they wish to use to cover the balance of the purchase, e.g., credit card, debit card or cash.

Q: How do I handle returns for purchases made with a Visa® Prepaid card?

A: The cardholder should have the Visa® Prepaid card they used to make the purchase and the purchase transaction receipt in order to return an item. Be sure to inform the customer that funds credited back to a customer’s Prepaid card may take up to seven business days to process. If the customer does not have their Visa® Prepaid card or if the card has expired, refer to your store return policy.

Q: How do I handle voided purchases made with a Visa® Prepaid card?

A: You can void a purchase on a Visa® Prepaid card as you would for any other Visa® card transaction. Be sure to inform the customer that it may take up to seven business days before the funds become available on the card.

Q: How do I process split transactions (purchase split between a Visa® Prepaid card and another form of payment)?

A: It can be done provided your store policy and/or transaction processes allow(s) for it. The cardholder must inform you of the amount to be deducted from the Visa® Prepaid card and the payment method to be used to cover the balance of the purchase, e.g., credit card, debit card or cash.

Prepaid Credit Cards: MasterCard®

Q: What is a Prepaid MasterCard®?

A: A Prepaid MasterCard® is a payment card containing a pre-set amount of funds that can be used at any merchant location that currently accepts credit cards for purchases. The majority of these cards are part of a “Gift Program,” and each has it’s own look.

Q; How does the program work?

A: The MasterCard® Prepaid card allows consumers to load an amount of money (up to a preset limit) into an account associated with the card. The cardholder can then use their Prepaid card to make purchases, or cash withdrawals at an ATM. Those purchases and cash withdrawals are deducted from the account balance. As the balance is spent, the cardholder can reload additional funds on to their card.

Prepaid Programs can be Open-Loop or Closed-Loop:

  • In an Open-Loop program, cards are accepted and processed at any location that accepts MasterCard®.
  • In a Closed-Loop program, acceptance is limited to specific locations. An example is a gift card that is issued by merchants for use only in their store(s).
  • In hybrid “Semi-Closed” programs, a wider range of merchants can accept a prepaid card – such as within a specific shopping mall.

Q: Do Prepaid MasterCards® always carry the MasterCard® logo?

A: Prepaid cards may or may not carry the MasterCard® brand.

Open-Loop:

Those used in Open-Loop programs – in which the cards are accepted wherever MasterCard® is accepted – usually carry the MasterCard® brand.

Closed-Loop:

Cards in closed-loop programs, such as a store gift card, tend not to carry the MasterCard® brand but rather feature the brand of the issuer.

Q: Are the cards reloadable?

A: Prepaid cards can be reloadable or non-reloadable. Reloadable accounts offer the cardholder the ability to replenish the value on the card as needs arise. Non-reloadable or “single use cards” are used until the balance is drawn down to zero dollars and then discarded.

Q: How do I process a MasterCard® Prepaid card transaction?

A: Processing a MasterCard® Prepaid card is simple; it has all the same rules and protections as a regular MasterCard® credit card.