This document is designed to offer guidance to ISO Partners with the daily questions they receive from their customers regarding the co-operation with Elavon.
The below contact matrix offers guidance on how to direct ISO Partner questions to Elavon.
Department Contact | Support offered |
Partner Portal | - Transaction/payment status (e.g. if a batch was funded, if a transaction was approved / declined / voided, checking discrepancies between submitted and funded payments) - Access to merchants’ statements - Merchants’ account status (if account is open/closed) - PCI status - DBA name - Merchants’ contact information - Merchants’ recent outstanding balance - Materials specially prepared for Partners |
- Personal | |
- Escalations on applications in boarding - Reporting on applications in boarding - Fast track requests - Application requirements | |
- Queries on applications in boarding - Return to/from sales | |
| - Commercial Relationship queries - MMSC, Auth fees and HRL fees reductions - Trainings in Schedule of fees - Changes to Parent Entities - Pricing related projects |
- Changing the PSP provider - Activation reports - TID addition, removal, swap | |
- Change of bank account details in case of Cash Advance (e.g. Youlend) | |
- Recurring transactions setup - Reduction in funding delay days | |
fraud.management@elavon.com Local call charges may apply IRE - (353) 40225424 Local call charges may apply | - General fraud concerns, e.g.: customer targeted ones - Batch stopped and not released by Fraud - Account closed or on hold/reserve by Fraud |
collectionseurope@elavon.com Local call charges may apply IRE - (353) 0818812070 Mon - Fri (10:00-6:00PM GMT) Local call charges may apply | - Queries regarding an outstanding balance - Paying the outstanding balance by Card |
- Chargebacks - Retrievals - Change of chargebacks distribution method |
The below contact matrix offers guidance on how to direct questions by merchants to Elavon.
Department Contact | Support offered |
Elavon Connect | - Transaction/payment status check - Access to statements - Recent outstanding balance check - Submission of below requests via Elavon Connect smart forms: o Account Closure o Request a copy of Contract o Update Business Address (legal/trading/communication address) o Update Business Name (legal/trading name) o Update/Change Bank Account Details o Update Contact Details (DBA/Chargeback/PCI contact person/email address/phone number) o Reprocess a Transaction (missing transaction/refund) |
UK - (44) 3458500195 Mon - Fri (8AM - 6:00PM GMT) Local call charges may apply IRE - (353) 0818202120 Mon - Fri (8am-6:00PM GMT) Local call charges may apply | - Customer service for merchants only - Reconciliation - Transaction/payment checks - Updating contact details - Elavon POS troubleshooting |
UK - (44) 2036847634 Local call charges may apply IRE – (353) 40225424 Local call charges may apply | - General fraud concerns, e.g.: customer targeted ones - Batch stopped and not released by Fraud - Account closed or on hold/reserve by Fraud |
UK - (44) 3456020147 Local call charges may apply IRE - (353) 0818812070 Mon - Fri (10:00-6:00PM GMT) Local call charges may apply | - Queries regarding an outstanding balance - Paying the outstanding balance by Card |
UK - (44) 2034672705 Mon - Fri (9:00-5:00PM GMT) Local call charges may apply IRE - (353) 15119859 Mon - Fri (9:00-5:00PM GMT) Local call charges may apply | - Chargebacks - Retrievals - Change of chargebacks distribution method |
Authorisation Lines (24/7): UK - (44) 3458500197 IRE - (353) 0818303130 Local call charges may apply | - Authorisation of transactions
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