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Generally, if a merchant is having difficulties with their POS app, it's best that they contact their POS software provider rather than Handpoint, simply because the provider is most familiar with the needs of their merchants. But, if you are a provider and your merchant has some questions, or if you're simply curious, we've collected some merchant-level FAQs to help you find the answers you need.





Can I accept MOTO (mail order/telephone order) payments with my card reader?

The card must be present to make a transaction with the card reader as manual input is not an option currently supported by our card readers.

How do I close and send batches?

You don't need to do anything as the Handpoint gateway closes the batches automatically and sends to the acquirer for settlement. If you have questions about your specific cut-off times, please contact your ISO or processor.

How do I view receipts? What if I want to email a receipt?

The card reader creates a receipt for each transaction and sends the information to the POS app. The POS app is responsible for showing you and providing you a way to access the receipt e.g. through text message, email or printer.

How do I handle MSR (magnetic stripe) debit cards on EVO?

MSR debit cards are supported by EVO, so treat them like you would for any card swipe transaction.

How do I handle MSR debit cards on TSYS?

Debit cards (neither EMV nor MSR) are not supported on TSYS. However, MSR debit cards can be processed as credit cards by hitting the "credit" button on the card reader.

What if an EMV card or an MSR card doesn’t work?

This could be caused by a number of things. Check out our list of common error messages to find out their meanings and what to do if you see these messages.

There could be something wrong with the card itself. In this case, the customer will have to visit their bank or contact their card issuer to see what's wrong or to get a replacement. If the problem is with the card reader, contact our support team and we can work together to find a solution to the problem.

What do I need to tell a customer about how to use their chip card?

They're so easy to use! Simply insert the card, chip side up, into the card reader's EMV chip reader slot, then follow the instructions on the screen. For more detailed instructions, go here.

How do I reverse/refund a transaction?

The process for this varies depending on the POS software you're using and what features your processor has included in their mPOS app. Contact your software developer for more information on how to reverse or refund a transaction.


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