As you begin taking payments within ArcSite you may have certain questions about your merchant account or the status of transactions. Below we have provided some of the most frequently asked questions from new ArcSite Payment users.
Q: How long does it take to process a charge and receive the payment in our account?
A: Standard funding is typically received 24-48 hours after processing a charge.
Q: A transaction failed. Why did this happen?
A: There are various reasons why the payment was unsuccessful. Typically, it’s due to insufficient funds, the customer’s card details are incorrect, the card is expired, etc. If there’s no decline reason listed in the transaction details, you can reach out to PayEngine to help identify the cause.
Q: Can we update our bank account to a new one?
A: Yes, you can submit our DDA (i.e. demand deposit account) update with the account numbers. Note that DDA changes incur a fee of $20.
Q: For refunds, do customers lose the transaction fee they paid for this reversal?
A: Yes, a refund is technically another transaction For this reason, it will incur the same transaction fee.
Q: Are there charges for credit card chargebacks?
A: Yes, chargebacks have a cost of $15.
Q: Do payouts to the bank happen every 24 hours?
A: If you are set up for next-day funding (for an additional monthly fee), they will receive the expedited payout.
Q: Is there a cutoff time for funding?
A: Yes, as a merchant you need to batch out before 10 pm EST, we suggest batching at 9:55 just to be safe.
Q: Do payouts to the bank still happen over weekends?
A: Typically they do not, but it depends on the merchant’s bank
Q: How do payouts appear on bank statements?
A: Payouts will appear as “ACH electronic credit merchant services net settle”
Q: How do fees appear on bank statements?
A: Fees will appear as “merchant services”.
Q: Can I migrate my credit card information from their previous processor?
A: We are a PCI Level 1 platform and support credit card token migration from different processors but the process varies from processor to processor. You as merchant will have to ask their current processor about their steps to migrate.
Q: Why do I need to fill out a W9?
A: Whenever the information provided by a merchant on their application doesn't match what the IRS has on file, our processor requests a W-9 form.
Q: Does ArcSite Payments integrate with QuickBooks
A: Yes, see the ArcSite Payment - QuickBooks integrations details here.