Your account details

How do I update my details?

To update your details, please give us a call on 01606 566 600 and we'll be happy to help.

Or use our live chat facility - look out for the icon on your screen and click it to chat - please note, this is only available Monday to Friday, 9am - 5pm. Outside of these hours, please give us a call.

We may need to see proof or ID, depending on what you want to change.

You can see acceptable forms of ID here.

How do I get a copy of my invoice?

Simply send us a message using our contact form here and we will send you an email within 24 hours containing your copy invoices. Please ensure you include the date range of the invoice you require.

How do I update my Direct Debit?

You'll have two direct debits - one is set up with ourselves, which covers the rental of your terminal, and one with your acquirer, such as Barclaycard or Elavon, which covers your transactions. 

If you would like to update the Direct Debit you have with us, you can print and complete the form here. 

Once you've completed the mandate, please return this to us by email to CustomerServices@takepayments.com. Please use 'Direct Debit Mandate' as the email subject as this will help route your request to the correct team. Also, make sure to include your full name, outlet ID, business name, and full trading address within the email. 

Once we’ve completed your direct debit changes, our team will be in touch to confirm.

If you would prefer to return the mandate to us by post, please send the mandate along with a covering letter, and including your outlet ID and business name and address to:

takepayments Limited, 4th floor Highbank House, Exchange Street, Stockport, SK3 0ET.

Why do I have two Direct Debits?

You'll have one set up with ourselves, which covers the rental of your terminal, and one with your acquirer, such as Barclaycard or Elavon, which covers your transactions. 

What is a Merchant Identification Number (MID)?

A Merchant Identification Number, also known as a MID, is your account's identification number. You'll be given this when you first open an account with us, and it's what we use to locate your account on our system.

If you take card payments a number of ways (e.g. a card machine and a virtual terminal), you'll be given a different merchant identification number for each.

What is a Terminal Identification Number (TID)?

A Terminal Identification Number, also known as a TID, is your terminal's identification number. If you open an account to take card payments through one of our card machines, you'll be given this when you first sign up.

If you get multiple card machines with us, we'll give you a different terminal identification number for each machine.

Adding AMEX if with Barclaycard

You must apply for a MID direct with AMEX who will negotiate the transaction rates. Once an AMEX MID is obtained you need to contact us at 01606 566 600 so we can add this to your terminal/account for you to accept AMEX payments. 

Chargebacks

What is a chargeback?

A chargeback is a transaction that is returned to the acquiring company and a dispute over its legitimacy, initiated by the cardholder’s bank.

• Regulated by Card Schemes (Visa, MasterCard etc.) and applicable to all electronic payments

• The disputed transaction is reversed by the issuer immediately and without prior warning, often without documentation supporting the cardholder’s claim

• Chargeback time frames are 120 days from the transaction processing date or the date of the provision of the service/merchandise (< 540 days from trxn date).

The disputes process

1. A cardholder initiates a dispute by calling their bank. The issuing bank will forward the dispute to the card brand (Mastercard, Visa, or Amex), who will then send it to the acquirer that processed the transaction.

2. The acquirer will check the validity of the dispute and forward it to you, as the business that processed the transaction.

3. If you challenge the dispute by submitting supporting documents, the acquirer will then send it back to the card brand, who will pass it on to the issuing bank.

4. If the issuing bank accepts the documents, you will be credited, (if previously debited), and the dispute process is closed.

5. The issuing bank can continue the process using other dispute stages, like arbitration. If you don’t respond to the initial chargeback, or decide to accept liability, you will be debited, and the dispute process is completed.

6. Dispute cases contain information such as transaction data, supporting documents from the various parties involved, correspondence sent to you or the issuing bank, and case data, such as records of the decisions that were taken to resolve the dispute.

Delays in settlement

Delays in settlement can be caused by several reasons:

• Bank holidays
• Banking windows
• Time EOD was completed
• Deferred settlement

If you are unsure about your settlements or believe there is a discrepancy, please contact us on 01606 566 600. Alternatively, you can contact your acquirer on the following numbers Barclaycard: 0800 161 5343 Elavon: 0345 850 0195. Elavon merchants can also check Elavon Connect to see if their transactions have been settled.