Merchant Resources
MyMerchantOffice® service is a dedicated merchant Web site that allows business owners to access their merchant account information online 24/7 and to reach customer service. Using the Web site, merchants can also reconcile their deposits, retrieve their deposit information, view detailed reports of their chargeback and retrieval histories, and receive prompt answers to questions they submit via e-mail.
Customer Service
Ignite Payments supports its merchants with exemplary customer support 24/7 in more than 140 languages and dialects. The customer service staff helps merchants reconcile their deposits, understand their account statements, and answer questions about rates, fees, chargebacks and retrievals. Merchant calls that require special attention are transferred to special representatives who will do everything within their power to meet the merchants’ needs.
POS Help Desk
Technical assistance for point-of-sale (POS) processing equipment and processing issues is available from the POS Help Desk. Merchants can rely on representatives from the POS Help Desk to answer questions about their POS processing equipment, 24 hours a day, 7 days a week. Additionally, new merchants can call the Help Desk for training instructions and assistance to operate their POS processing equipment.
Gateway Support
The Technical Support Department assists merchants with our Secure Payment Gateway, other Internet gateways and processing software.
Merchants can get help with setup of the Central service and the Connect service payment options by contacting the HTML Support Group. The API (application support interface) Support Group helps merchants implement the API service for transaction processing and manages shopping cart compatibility.
Interactive Voice Response
Interactive voice response (IVR) allows merchants to access their deposit history, to order merchant statements and to connect to the voice authorization center. Merchants can also request that their reports are faxed or mailed.
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