Account Maintenance

Most common questions regarding the maintenance of merchant’s account at Elavon.

Changing bank account or direct debit account

First step would be to check if the change of bank account isn’t related to Change of Legal Entity (COLE) or Change of Ownership (COO) as this would require a new application. Please refer to Change of Legal Entity (COLE) or Change of Ownership (COO).

For standard bank account change please advise the merchant to submit their request via smart form that is available on Elavon Connect portal.

Please note that documents confirming bank account need to be provided, see table below:

Once we receive complete set of documents, it will take up to 5 working days to action requested changes.

Tips and hints: If during the review of submitted documents it turns out that the customer is undergoing Legal Entity or Ownership change, they will be referred to ISO to submit a relevant COLE or COO application.

Note: The requested change will be reflected in the Mutual Customers Data Change report. Please check your report before sending the email to relevant team.

Different settlement methods - Net Credit (NC) and Gross Settle (GS)

There are 2 different billing settlement methods:

·       Gross settle (GS) – majority of customers

·       Net Credit (NC) – exceptions

Gross Settle

Elavon will deduct the monthly charges by Direct Debit Mandate (on 15th UK and 18th IRE of each month). Refunds and chargebacks are also taken automatically from DDM. This means that batches submitted are cleared without any delay.

Net Credit

Elavon deducts monthly charges, refunds and chargebacks from incoming batches. First batches of each month will be lowered by the amount of MSC for the previous month. If customer processed more refunds or their outstanding balance is higher than batches submitted, Elavon will simply hold onto incoming batches until the outstanding amount is covered. The same rule applies for chargeback – they will also be deducted from the batches submitted. The difference is then paid to the customer.

Changing the settlement method

Please send a request for the change of settlement method from Gross Settle to Net Credit and vice versa directly to OPS Partner Services Team. Alternatively, please advise our Customer to contact Elavon Customer Service Team to request the change directly.

Changing company names and address

Changing DBA/trading name

In order to change DBA/trading name please advise the customer that they need to request this change using a smart form that is available on Elavon Connect portal.

Changing Legal name

In order to change Legal name please advise the customer that they need to request this change using a smart form that is available on Elavon Connect portal.

Changing DBA/trading address, legal address, communication address, statement address, chargeback address

In order to change above addresses please advise the customer that they need to request this change using a smart form that is available on Elavon Connect portal.

Important:

·       The requested change will be reflected in the Mutual Customers Data Change report. Please check your report before sending the email to relevant team.

·       If Elavon requires any proof to make the changes, the customer will be contacted back. SLA is up to 5 working days.

Changing interchange name

The name printed on the cardholders’ bank statements and terminal receipt should always be the same. In case where the customer uses an Elavon owned terminal, those details are updated automatically.

For all other (third party) terminals, this needs to be passed on to the vendor after the details have been changed with Elavon.

Please bear in mind that any discrepancy between DBA name on cardholder’s statement and correct DBA can be caused by geolocation when paying with payment applications (e.g.: Apple Pay, Google Pay), rather than incorrect set-up on Elavon side.

Updating contact person, email address, phone number

In order to update DBA/Chargeback/PCI contact person/email address and phone number please advise the customer that they need to request this change using a smart form that is available on Elavon Connect portal. It will take up to 5 working days to action requested changes.

Change of Legal Entity (COLE) or Change of Ownership (COO)

Changes to Legal Entity (COLE) and Ownership (COO) always require a new application.

Note: Changes within the LTD companies such as: stakeholder changes, changes to the percentage of shares etc. where the legal name and registration number remain the same, do not fall into COLE or COO. OPS Partner Services team can update stakeholders and shares upon your request provided that the Customer’s Companies House profile has been updated or that we have received IDs of newly appointed members.

Note: If customer’s current bank account is no longer operational, it is advisable to set old MID on hold to capture any payments to be processed. Once COLE or COO is completed, Elavon can release funds into the bank account found under the new MID through the legal indemnity process. To set a MID on hold, please ask customer to ring Elavon Customer Services.

Step by step:

·       Inform the customer that they need to complete and submit a new Elavon application form, including all the standard KYC and verification. This is a new account relationship between Elavon and this new legal entity.

·       Paper application: Make sure that the OLD MERCHANT NUMBER is included on the application and that the ‘Change of Owner’ is ticked. You should also make a note of the old MID number on any cover sheet that you submit together with the application. Submit the application through the normal process and allow for the assessment process to take place. E-boarding: You can submit COLE through your preferred e-boarding platform but you will need to complete and submit, as an attachment to your KYC document suite, the following table:

Change of legal entity application

·       Once the new MID is live and batching (has at least one successfully settled batch), it is very important that you send a CLOSURE REQUEST to: opspartnerservices@elavon.com. The old MID will not be closed by the Elavon Fulfillment team.

·       You can check if the merchant started batching on Partner Portal using Batches Submitted report.

·       Don’t forget to have the customer register the new MID number for PCI compliance.

·       Please let us know if any funds should be transferred to the new MID.

·       Once the new account is opened and the closure of an old MID is completed, the legal indemnity documents are sent within 24 hours (of closure).

If an email address was provided on the application, then documents are sent via email. Otherwise, customer is called to provide an email or to confirm the method of dispatch (fax or post). Once hard copy documents are received, the documents are verified and funds are released within 24 hours (of hard copy receipt).

OPS Partner Services team is your point of contact for updates on these requests (COLE/COO status update).

Adding American Express (AMEX)

AMEX is not allowed for customers with the following MCCs:
4011, 4112, 4582, 4829, 5962, 5963, 5964, 5965, 5966, 5967, 5968, 5969, 6010, 6011, 6012, 6051, 6211, 6513, 7012, 7273, 7297, 7322, 7922, 7995, 8651, 9222, 9223.

Applied to UK market only:

·       If a merchant’s annual turnover on the AMEX card is equal or less than £200K, it should be set up as Full Service.

·       If a merchant’s annual turnover on the AMEX card is greater than £200K, it should be set up as Partial Service.

AMEX Full Service (FS) – AMEX transactions processed and paid out by Elavon.

Please send your request to add AMEX Full Service to OPS Partner Services.

When sending the request please remember to:

·       Always include the MID number

·       Specify that you wish to add AMEX Full Service

·       Provide a signed AMEX Addendum which you should have received from your Commercial Relationship Manager (please insert MID number on the addendum)

Note:

·       It is recommended that you offer AMEX FS to your merchants when signing a contract. It will ensure that they have AMEX FS enabled since account opening without the need to contact OPS Partner Services with request to add it. Signed AMEX addendum is also needed in this step.

·       AMEX Full Service is possible only on MID’s with domestic currency meaning that 100% Internet (ECOM) MIDs cannot use AMEX Full Service. I.e., merchant from UK accepting USD (cross border) cannot accept AMEX cards.

·       Full-Service AMEX IDs are generated by Elavon and are unique for each MID. Therefore, Full-Service AMEX IDs cannot be moved from one MID to another.

AMEX Partial Service (PS) – AMEX transactions processed and paid out by American Express directly.

UK Market:

Addition of AMEX PS to new accounts:

If customer turnover on Amex card is greater than £200K and customer does not have an SE number, please log a request through the online form:

https://www.americanexpress.com/en-gb/business/merchant/prospects/accept-card?linknav=merchant-nsnu-acceptcard-requestform

AMEX will then request KYC (Know Your Customer) documentation. Once this is returned AMEX will complete a credit verification process and send the new SE number directly to Elavon.

Important:

In case customer turnover on Amex card is equal or less than £200K and customer does not have an SE number, the merchant should be signed to Elavon for full service.

Addition of AMEX PS to existing accounts:

If customer turnover on Amex card is greater than £200K, customer is already set-up for partial service and already has an SE number, please fully complete the attached email template, and send it to AMEX at edcsetups@aexp.com. AMEX will assess if the existing SE can be used or if a new SE is required. AMEX will send the existing or new SE number directly to Elavon.

Important:

In case customer turnover on Amex card is equal or less than £200K, customer is already set-up for partial service and already has an SE number, the merchant should be signed to Elavon for full service and new SE number will be assigned.

Email template:

Note:

·       All additions for Partial Service must go straight to AMEX for assignment of a Service Establishment (SE) number. AMEX will accept these requests either from the partner or Elavon directly, but not from the merchant. The SE number acts as a unique identifier for the merchant.

·       AMEX will either create a new SE number for new customers or validate the existing SE number for existing customers. AMEX will then pass the SE details directly to Elavon.

·       edcsetups@aexp.com and Elavon.amex@aexp.com are AMEX internal email addresses, do not to share these email addresses with Merchants.

·       AMEX will respond to the request within 24 hours. Once the requested documentation is returned to them, the assessment process takes between 7 and 10 days to be completed.

·       On receipt of the SE details from AMEX, we will proceed and upload the SE number to our systems which takes up to 5 working days to be completed. Partners will receive the SE number on the daily report “Daily Report on COLE, Contract End Date, Amex SE, Closures, RTS pending, CDD AML and Customers seeking contact”.

·       For any customer service queries or escalations for AMEX, they can be contacted via their Customer Services team in the UK on 0800 0327 216 Monday to Friday from 8am to 6pm and bank holidays from 9am to 5pm.

·       Please note that the above processes relate only to the UK.

Other markets:

Please send your request to add AMEX Partial Service to OPS Partner Services. Remember to:

·       Always include the MID number

·       Specify that you wish to add AMEX Partial Service

·       Include the AMEX number (10 digits, provided by American Express)

The above requests will be actioned within 2 business days.

Note:

·       In order to obtain AMEX Partial Service ID, customer should contact American Express directly.

·       Please confirm with the merchant that provided AMEX Partial Service number was not used as AMEX Full Service number previously.

DCC or Cashback

DCC

DCC enables cardholders to choose the currency they are paying in- either the currency of the country they are making the purchase in or the currency of the country the card was issued in.

When the customer performs a DCC refund, the rate may be different from the one during the original sale. The conversion rate is updated daily based on the US Bank conversion rate. When it comes to refund it should be done as DCC if the original transaction was DCC too.

Cardholder who opted in for DCC during the transaction will be charged the Mark up rate.

The Merchant who processes the DCC transactions receives the rebate specified in the contract.

Cashback

Cashback enables cardholder to withdraw cash from the card while paying for goods sold by the Merchant. The amount of Cashback is added to the total sales amount and the card is charged a combination of Sales and Cashback amount.

The floor limits are:

Merchant can specify lower cashback values (for example on Application Form – Anticipated average cashback amount). Cashback does not work for DNCB, JCB, UNPC, UNPD.

The card fees are applied only to the Sales Amount before the Cash Back is added.

Adding DCC or Cashback

To add either DCC or cashback to the account please send your request to opspartnerservices@elavon.com including MID number and DCC/Cashback product you wish to add.

Requesting paper statements

All merchants are provided with the access to Elavon Connect portal as the source of detailed financial information, including monthly statements.

If a client wishes to receive paper statements (hardcopy) this can be actioned however it’s an add-on for which Elavon charges GBP 3.00 (UK)/EUR 3.00 (IE/Cross border) per month.

While sending your request to OPS Partner Services, make sure to provide a signed Schedule of Fees (SOF) with Paper Statements product listed in section 5 under “Other charges”.

Requesting a copy of merchant’s monthly statements

Please advise the merchant that statements are available online on the Elavon Connect portal. ISO Partners also have access to their merchants’ statement on the Partner Portal.

Adding/Changing Parent Entity

Parent entity codes within Elavon are used for booking the revenue and calculating Partner’s rebate.

Setting up new Parent Entity codes is handled by your Commercial Relationships Manager.

To change a Parent Entity code on a MID, please speak directly with your Commercial Relationships Manager at Elavon.

Changing authorisation, MMSC and/or HRL fee

If you wish to reduce authorisation/MMSC/HRL fee on an existing MID, please send your request to your Commercial Relationship Manager.

In case you wish to increase the above fees, please send Schedule of Fees signed by the merchant to opspartnerservices@elavon.com.

Please specify the date when the change should be implemented.

Requesting current rates

You can request the current card rates by sending an email to Opspartnerservices@elavon.com. Your request will be actioned within 1 business day.

Rate review

Rate review process is performed monthly and is dedicated for accounts that have Simplified Pricing. The deadline is the 25^th of each month with effective date of the 1^st of the next month. For example, rates submitted by the 25^th of May will be implemented on the 1^st of June. Rate review request with correctly filled in excel macro should be sent to OPSPartnerServices@elavon.com

Please see attached Excel macro files used for the rate review process, together with presentations on how to fill out the Excel macro files:

Important to note:

·       Please keep in mind that Rate changes tool for Simplified Pricing IRL – should be used for Ireland only, Rate changes tool for Simplified Pricing UK – should be used for UK and other portfolios

·       Please note that Schedule of Fees (SoF) signed by Customers should be provided if:

o   any of the new rate is higher than the current rate

o   there is a change from “per item” to “percentage” or from “percentage” to “per item”

o   a new card type is introduced and has not been accepted by MID before.

·       Any requests submitted after the 25^th of the month will not be actioned – you will need to re-submit those rates the next month. Rates submitted after this date will be processed the following month (for example, rates submitted on the 26^th of May will be implemented on the 1^st of July only). You will receive a summary of rate changes within first week of the following month.

·       Please be aware that changes to the Higher Risk Loading (HRL) fee/ MMSC fee/Auth fee are not covered by the monthly Rate Review process. Requests to change these fees should be sent to OPSPartnerServices@elavon.com separately.

·       In case you wish to amend Parent Entity Code, please contact your Commercial Relationship Manager directly.

Interchange ++ rate changes

Please note that below scenarios are out of scope of monthly Rate Review process and should be sent to OPSPartnerServices@elavon.com separately.

Important to note:

·       Providing required details at once will speed up processing your request.

·       Please use Rate changes for INT ++ form when requesting Interchange ++ changes.

·       We recommend providing such requests by 22nd of each month with execution date of the 1st day of the next month. The reason is, if new rates are applied in a middle of a month, customers will be charged with two different billing methods what may leave them confused.

Account closure

In general, the merchant’s account cannot be closed on ISO partner’s request (unless the contract with Elavon states otherwise). In case your customer wishes to close their account with you and by extension with Elavon, please advise the merchant that they should request account closure via a smart form that is available on Elavon Connect portal.

The only exception to this rule is closing an account due to Change of Legal Entity or Change of Ownership.

Prior to sending your request to Opspartnerservices@elavon.com please:

·       Make sure to include the reason for the closure (change of legal entity/change of ownership).

·       Make sure to always include both old and new MID numbers.

·       Make sure to always check with the merchant that the old MID is no longer used and the new MID has started batching. You can also check it by yourself on Partner Portal using Batches Submitted report.

·       Instead of sending to OPS Partner Services separate requests to close the accounts due to COLE/COO, please insert all your requests into one message.

Please note:

If the account has been closed for less than 3 months, merchant can request the re-opening of the account (exceptions here are accounts closed due to failed compliance).

If the account has been closed for more than 3 months, a new application must be submitted, as we are not able to re-open such an account.

If the account is on hold or reserve status, most of the times, we will still be able to have the account re-opened.