Frequently Asked Questions
Who do I call after United Processing Corporation’s office hours: M-F, 9-5?
Answer: In the welcome kit we send you there are help desk phone
#’s that apply to your merchant account. These help desks are
available 24 hours a day 7 days a week.
How does the money from the transactions get sent to my
bank account?
Answer: At the end of the day you need to print a detail report
of all your transactions. This will assist you in reconciling
your bank account. You’ll next need to send the transactions
to be processed (sometimes referred to as settling or batching).
What should I do when a transaction is entered
incorrectly?
Answer: You can VOID the transaction if the terminal has not been
settled/batched out. There is no guarantee on how long it will
take for the money to be refunded back to your customer’s card. If
the card was a debit card it could be seven to ten days. You
can also perform a CREDIT. A CREDIT should show up on that
cardholder’s card issuing bank’s system within in few days unless
it’s a debit card in which case it will be immediate once you
settle/batch your terminal. Unlike a VOID, a CREDIT may cause you to
be charged the discount fees for the original sale transaction.
What services are available to help me manage my
merchant account?
Answer: We offer a secure password protected service called
eMerchantView. This is an internet based service that allows
you to view all transactions and funding to your merchant account.
All you need is a standard internet browser access (Internet
Explorer). If you are interested please contact United
Processing.
When I receive my terminal from UPC what do I do next?
Answer: When you receive your terminal, just plug it in and
you’re ready to go. The terminal has already been programmed for
you. We may utilize an outside vendor such as “Paragon
Services or TASQ”
What if I have existing equipment that is being switched
over to UPC?
Answer: Your account representative will contact you and let you
know that your account has been approved and you’re ready to go.
They will reprogram your terminal over the phone.
What do I do if I changed my bank account and had
existing Amex and Discover merchant accounts?
Answer: You need to contact American Express and give them your
banking changes so that those funds will be directed to the right
account. Unfortunately, we are not given permission by Amex to
do this for you. Your existing Discover merchant account has
been automatically converted to be included in your MasterCard/Visa
merchant account. You should contact the MasterCard/Visa help
desk for assistance w/Discover card transactions going forward.
If I’m on autobatch/autosettle do I
need to verify that the batch was successfully sent?
Answer: You should always verify that the batch went through
successfully. There may be instances outside of our control that may
interrupt your terminal.
What if I need paper rolls or manual imprinter slips?
Answer: Please contact GCF (General Credit Forms) @ 888 868-9098.
We have established accounts for our merchants so they can order
paper sup-plies directly from the manufacturer.
What do I do if my terminal doesn’t work?
Answer: Please contact UPC @ 800 482-0697 if it’s during our
normal business hours. If it’s outside of our normal business hours,
please contact the help desk. Phone #’s that apply to your merchant
account are located in your welcome kit. The help desks are
available 24 hours a day 7 days a week.
What do I do if I call the help desk and I get a busy
signal?
Answer: The help desk provider has taken steps to always supply you with assistance and you should never encounter a busy signal when calling. If you do, there must have been a significant event that caused an abnormal amount of callers to call at the same time. The credit card processor has multiple levels of redundant backup systems in place to prevent interruptions. There is always the possibility of an event that is out of the control of the credit card processor that may cause an outage (telephone carrier, natural disaster, or act of terrorism). The credit card processor does have contingency plans but they take a few minutes or hours to put into place. During that time, we suggest taking imprints of cards to keep things running smoothly if you want to continue accepting cards. Remember to write down the card’s security code (CVV2) in the event you need it later for an approval. You can call for a voice authorization and then later process the offline/post-auth transaction. You could also key the sales in later but you must accept there’s a risk that some sales may be declined.