ASK CURBPAY

WHAT ARE MY MONTHLY FEES?

These are the charges to process your card transactions safely and securely. We work with acquiring bank First Data to provide this service, and you’ll find specific rates in your Merchant Services Agreement. The Direct Debit is taken around the 15th of each month.

WHAT IS A CHARGEBACK?

A chargeback is the process of a customer's card issuer returning a payment transaction back to the merchant as in some manner invalid. When a card issuer submits a chargeback the amount of the disputed transaction is deducted from your merchant account, in addition to any applicable fees.

IS THERE A CHARGEBACK FEE?

If a chargeback does occur, an administration fee of £25 applies (this will be returned to you if the chargeback is unsuccessful).

WHAT IS AN ACCOUNT ON FILE ADJUSTMENT FEE?

The Account on File Fee (£1.99 per month) is charged annually by First Data Merchant Solutions on behalf of CurbPay and covers the management and maintenance of your account. This fee helps meet our commitment of giving you the industry leading customer service and rates. Please contact us if you have feedback on how we can better support your business.

IS THE MINIMUM MONTHLY SERVICE CHARGE CHARGED EVERY MONTH?

The Minimum Monthly Service Charge (MMSC) for your account is on listed in the Charges Schedule on page 3 of your First Data Merchant Solution Application Form. It only applies if your monthly transaction processing fees don’t reach the minimum amount agreed for your account. If your monthly transaction fees are more than your MMSC, the MMSC for that month won’t apply. For example, if the MMSC for your account is £24.95 and your processing fees for one month are equivalent to £20, you will be billed the minimum monthly charge of £24.95 (MMSC). If your processing fees for the following month are £30, the MMSC will not apply and you will be charged £30.

WHAT ARE CARD INDUSTRY FEES & CHARGES?

As part of the Merchant Services Agreement with your Acquirer, your business incurs fees and charges for card transactions. For a full breakdown of your rates and fees, please check your Merchant Services Agreement.

WHAT IS INTERCHANGE?

Interchange are industry-wide charges set by the card schemes. They are paid to the card issuer (the customer’s bank) and can vary depending on the type of transaction and the type of card.

WHAT ARE ASSESSMENT FEES?

Assessment fees (including Specific Assessment Fees) are fees paid by your acquirer to the card schemes on each transaction.

WHAT IS THE DIFFERENCE BETWEEN A QUALIFYING AND NON-QUALIFYING TRANSACTION?

As shown in your Merchant Agreement Charges Schedule and depending on the type of card used and how you take the payment, your transactions will be categorised as qualifying or non-qualifying and may incur a non-qualifying charge:

1. Card Present qualifying transactions are Chip-and-PIN, contactless and swiped transactions submitted for processing within two business days of the transaction.
2. Card Present non-qualifying transactions are payments with a Visa Business Debit Card or a card not present (CNP) transaction.
3. Card Not Present MOTO qualifying transactions are MOTO transactions that capture the Card Security Code (CSC) submitted for processing within two business days of the transaction. The three digit CSC can be found on the back of a debit/credit card on the signature strip.
4. Card Not Present MOTO non-qualifying transactions are transactions that do not capture the card's CSC number, payment with an EU or International Mastercard or Maestro Card, Mastercard Reward, World Elite or World Cards and Debit Mastercard. MOTO payment with a Visa Business Debit Card or International Visa Card are also non-qualifying.
5. Card Not Present eCommerce qualifying transactions are 3D secure enabled eCommerce transactions submitted for processing within two business days of the transaction.
6. Card Not Present eCommerce non-qualifying transactions are MOTO, face-to-face (card present) or recurring transactions, payment with a Visa Consumer Charge Card or Mastercard World Signia and World Cards

HOW DO I USE MY CARD/SMARTPHONE FOR CONTACTLESS PAYMENT?

The NFC is located on the back of the mobile device and usually at the centre of the device. The card needs to be placed back on the device near the centre.

WHY IS MY CARD GETTING DECLINED FOR THE PAYMENT?

The decline could be because of the following reasons:
o Card belongs to the scheme - Visa, Mastercard or Maestro
o Card has reached its contactless limit and needs a Chip/Pin transaction to enable contactless again

HOW DO I REFUND A TRANSACTION?

In the transactions list, click on the transaction to be refunded and choose refund. Following are the rules for refund:
o Refund amount cannot be more than the Sale amount
o Refund can be made only to the card used for the Sale
o There can be multiple refunds on one Sale transaction as long as cumulative value of all refund is less than or equal to the Sale amount

HOW DO I VOID A TRANSACTION?

In the transactions list, click on the transaction to be voided and choose void. Following are the rules for void:
o Void is allowed only till 23:00 UK time on the day of the transaction
o Void is allowed only once
o Void can not be performed on a transaction which has been not been refund (even partially)

HOW DO I RECEIVE RECEIPTS?

In the transactions list, click on the transaction for details. There are two ways to receive transaction receipts:
o eMail Receipts - By providing the email address
o eMail by SMS - By providing the mobile number in the format +441234567890

WHAT DO I DO IF THE CARD IS CHARGED TWICE?

In the transactions list, click on the duplicate transaction and try the one of the following options:
o Void the duplicate transactions
o If the Void is not possible and if the card used for sale is available them refund the amount to the card
o If the card is not available then please contact the helpdesk

WHAT ARE MY RESPONSIBILITIES WHEN IT COMES TO PCI COMPLIANCE?

Accepting card payments can be a risky business, and fraudsters are always looking for ways to steal customer data. You may not know it, but it’s your responsibility to safeguard your customers’ financial information by becoming ‘PCI compliant’. If a data breach does happen, your customers can lose out and you could be fined up to £90 for every card that’s been compromised.

WHY IS PCI COMPLIANCE IMPORTANT?

The Payment Card Industry Data Security Standard (PCI DSS) is the global standard for handling card data. All businesses accepting card payments are required to follow these standards to become officially ‘PCI compliant’. When you accept a card payment, you and your customer are sharing sensitive financial information. By becoming PCI compliant, you can formally demonstrate that you’re handling and managing customer data as securely as possible. This means that in the event of a card security breach, you’ll prove you’re doing everything you can to prevent fraudulent use of information and ultimately reduce your risk of being fined. All new CurbPay customers have 3 months to become PCI compliant. After this time, you’ll be charged a monthly non-compliance fee of £35 plus VAT to offset our own risk of being fined in the event of a breach.

HOW MUCH DOES PCI COMPLIANCE COST?

There is a PCI management fee of just £4.99 per month, charged quarterly. This is the cost for us to manage our PCI compliance program and security systems that protect your business and customers. There is also a PCI non-compliance charge of £35 per month that is only charged for every non-compliant month after the grace period. This is the charge that is applied if you don't become PCI compliant within 3 months of joining us. For more information about PCI DSS visit theukcardsassociation.org.uk or pcisecuritystandards.org.

HOW DO I CHANGE THE DETAILS ON MY PRINTED RECEIPTS?

Changing the header on your receipts is quick and easy. Simply contact us with what you would like your receipt to say and we will get your receipt updated.

WHAT IS MY MERCHANT ID?

Your Merchant ID or MID is a unique reference number which we use to identify your CurbPay merchant account. To find your MID please refer to your Merchant Services Agreement.

HOW DO I CHANGE THE LEGAL ENTITY OF MY BUSINESS?

If you have recently changed the legal entity of your business (e.g. sole trader, partnership or limited company details) please contact us. We will arrange to have your agreements updated and send you forms to complete. You will need to answer some questions in writing and provide proof of your new bank account details. This can be in the form of a blank/void cheque, bank statement (less than three months old) or welcome letter. Please note that we cannot accept copies or scanned documents.

WHAT SHOULD I DO IF I CHANGE MY BANK DETAILS?

Contact us if you want to change the bank account your card payments are sent to, or the bank account used to pay your invoices. You will also need to let us know if you are changing details of your legal entity, e.g. changing from a Sole Trader to a Limited Company. Do not close your old bank account until the change is complete to avoid funds being held. This can take up to 14 working days from confirmed receipt of all correct information for the change to be completed. Once we have received your request, we will send you forms to complete based on your account set-up. You will need to complete and sign the Direct Debit Mandates for CurbPay and your Acquiring Bank. These must be returned by post to our Customer Service Team as a wet signature is required ‘CurbPay. Curb Mobility Ltd. Unit 4, Heron Trading Estate, Alliance Road, London W3 0RA’. For speed of processing, in the reference section, please input your Merchant Identification Number (MID).

HOW DO I CHANGE THE DETAILS ON MY PRINTED RECEIPTS?

Changing the header on your receipts is quick and easy. Simply contact us with what you would like your receipt to say and we will get your receipt updated.

HOW DO I CHANGE MY TRADING NAME OR TRADING ADDRESS?

Changing your trading details is quick and easy. Please contact us with your new and existing details and we will update your records. Please note that if you have changed your legal entity, your agreements will need to be updated. The customer service agent you speak with should be able to tell you more.

HOW DO I CHANGE MY CONTACT DETAILS?

Changing your contact details is quick and easy. Simply let our customer service team know your new details and we will update your records.

HOW LONG BEFORE MY TAKINGS ARE SETTLED IN MY ACCOUNT?

Your funds will reach your account within three to four days. Contact us if you would like to change your reconciliation time or to change your fund settlement arrangement.

WHAT IS AN END OF DAY RECONCILIATION REPORT?

At the end of every working day, make sure you run an end of day reconciliation report to send your funds to the bank. You’ll get a breakdown of all cards transactions for the day and the daily total. Your terminal is set up so this happens automatically. Contact us if you would like to change the time the report is run. Once you've reconciled, your funds will reach your bank within 3 to 4 business days, or the next working day if you've signed up for Next Day Settlement. Click here for how to run a reconciliation report from your terminal.

CAN I ACCESS MY FUNDS MORE QUICKLY THAN THE STANDARD RECONCILIATION TIME?

Yes. Contact us for pricing to get your money faster with Next Day Settlement.

WHAT IS NEXT DAY SETTLEMENT?

'Settlement' is when authorised transactions are sent to the acquiring bank for payment to you. This typically takes 3-5 working days. Next Day Settlement speeds up the delivery of funds from card payments to your bank account to one business day.

WHAT DAY WILL FUNDS BE DEPOSITED INTO MY ACCOUNT?

Your takings will reach your account one business day after your funds have been settled (submitted to the acquiring bank). Your funds are settled every day at the end of your 24 hour banking window - either 6pm or 3am. Please contact us if you are unsure what your banking window is.

6PM BANKING WINDOW: Any transactions taken up until 5.59pm will be settled the next working day. For example, transactions taken up to 5.59pm on a Monday will be in your account on Tuesday. Any money taken after 6pm would be classed as the next day’s funds and would be in your account on Wednesday. This option is typically preferred by businesses that trade during the day (e.g. 8am to 5:30pm).

3AM BANKING WINDOW: Any transactions taken up until 2.59am will be settled the next working day. For example, transactions taken from 3am on Monday to 2:59am on Tuesday would be in your account on Wednesday. This option is typically preferred by businesses who trade during the evening (e.g. 12pm to 11pm) as it avoids split settlement batches for that trading day.

WHEN WILL I RECEIVE MY WEEKEND TAKINGS?

Funds are not submitted into your account over the weekend. For 6pm banking windows you will receive your Friday, Saturday and Sunday takings on Monday. For 3am banking windows you will receive your Friday and Saturday takings on Monday and your Sunday takings on Tuesday.

DO I NEED TO RUN AN END OF DAY REPORT TO RECEIVE MY TAKINGS?

You do not need to run an End of Day report on your terminal to receive your takings via Next Day Settlement. Your terminal will automatically batch your takings for settlement at the end of the daily banking window. However, End of Day reports are a useful tool for your business. They help when cashing up and will reset your terminal totals to zero - making the next day's reconciling easier.

WHAT DEVICES ARE COMPATIBLE WITH CURBPAY?

Presently following are the device compatible requirements:
o Device should be in Android Operating system
o Device should have been launched with Android version 8.1 and above
o NFC (Near Field Communication) enabled

WHAT PAYMENT TYPES ARE SUPPORTED IN CURBPAY?

The app supports all contactless payments including those from a smartphone.

HOW DO I SIGN-UP/REGISTER FOR CURBPAY?

Download the CurbPay app from Android Playstore. There is a link for Sign-Up on the login page. Alternatively, scan the QR code with your smartphone.

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WHAT CARD SCHEMES ARE SUPPORTED IN CURBPAY?

Currently the App supports Visa, Mastercard, Maestro, ApplePay and Android wallet.

HOW CAN I RESET MY PASSWORD?

There are two ways of changing the password:
o Use the forgot password option on the login page
o Use the change password option within the app under settings

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