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Business Services

Merchant Services

This essential service enables businesses to accept credit card payments. The benefits of accepting these forms of payments include:

  • Automated authorization, receipt and deposit of funds
  • Convenience
  • No checks to deposit, no change to count
  • Detailed record keeping
  • Efficient use of overhead expenses
  • Increased sales from customers short of cash
  • Minimizes fraud
  • and, so much more!

Setting up Merchant Services is as simple as calling any Peoples Bank office. A Business Services Specialist will expedite the application process and help you complete the Merchant Application. Upon approval, a Business Services Specialist or qualified Peoples Bank Associate will deliver custom-programmed equipment and conduct a training session, usually within five business days.
Peoples Bank supports swipe terminals, electronic cash registers, PC systems and Internet merchants.
Because Peoples Bank handles each product, special worldwide service begins and ends in your hometown - with local credit approval and personal attention to your questions or concerns.
For more information on Merchant Credit Card Services, check out the Frequently Asked Questions section.

 

SECURITY PROGRAM REGARDING CARDHOLDER INFORMATION

When customers wanted assurance their account information is safe, Visa® U.S.A. instituted the Cardholder Information Security Program (CISP) and MasterCard International® instituted the Site Data Protection (SDP) program.  Both programs are intended to protect cardholder data – wherever it resides – ensuring that members, merchants, and service providers maintain the highest information security standard.

Since CISP and SDP security programs were created, American Express®, Diners Club®, Discover® Card, JCB®, MasterCard International®, Visa® U.S.A. requirements have been incorporated into an industry standard known as Payment Card Industry Data Security Standard (PCI DSS) to create common industry security requirements.

PCI DSS is required for all merchants and service providers that store, process, or transmit cardholder data.


For additional information:

Security Alerts & Bulletins

 

eMerchantView®

Similar to our online banking product, eMerchantView® is available at your fingertips 24 hours a day, 7 days a week.

eMerchantView® is an internet-based product that provides you with the ability to view bankcard account information online. This service has an easy-to-use web interface giving you secure access, at your convenience, to bankcard account information.

eMerchantView® is designed to provide the information you need to analyze and manage your business’s credit card transactions, quickly and easily. eMerchantView® offers the following benefits:

  • Batch deposit information and transaction details (six months of history)
  • Chargeback information (six months of history)
  • Retrieval information (six months of history)
  • Cardholder account inquiries (six months of history)
  • Monthly statements (three months of history)

In order to log in to eMerchantView®, Peoples Bank will need to set up a user ID and password for authorized personnel with your company. The is no cost for this service. It's free!.

For additional information or to view a demo about eMerchantView® click here http://www.merchantproductview.com select eMerchantView®, then Demo.

To access this product, click here http://www.emerchantview.com

 

Gift Cards

Customize a gift card with your business name. Rewarding loyal customers and creating new customers are priorities for any business. The Gift Card paves the way to meet these goals, driving profits and cash flow. The Gift Card replaces paper gift certificates and punch cards. The card can be activated at the Point-of-Sale (POS) terminal in all of your locations, and is capable of being reloaded.
Benefits include:

  • Balance remains on card (no cash back)
  • Increased customer loyalty
  • Store credit can be placed on a gift card
  • Accounting done electronically - not by hand

For more information, check out the Gift Card Frequently Asked Questions section.

 

MERCHANT SERVICES FAQ


eMERCHANT VIEW® FAQ

 

GIFT CARD FAQ

 

SECURITY PROGRAM FAQ


MERCHANT SERVICES

 

Why would I want to accept credit cards at my business?
Customers who can use credit cards for their purchases generally buy more than those who are limited to cash payments. Increasing the payment options for your customer demonstrates your focus on providing customer convenience.

How do I apply for a merchant account?
You can obtain an application from any Peoples Bank office. Once you have completed the application, you should return the completed application, three months of merchant services statements (used to verify account information and to determine rates - average ticket, annual sales, etc.) and the signed merchant agreement to any Peoples Bank office or mail it to Card Services, c/o Peoples Bank, P.O. Box 738, Marietta, OH 45750. If you have questions while completing the application, you can contact Card Services at 1-800-374-6123.

Is there a fee to apply for a merchant account?
No. There is no fee to apply for a merchant services account. If your application is approved, there will be a start-up fee. The fee is based on whether your account will be processing transactions via face-to-face, telephone/mail order or through the Internet.

What if my application is declined?
You will be notified in writing if your application for a merchant service account is declined.

How long, once my application is approved, will it take before I can accept credit and/or ATM/Debit cards?
The time frame is determined by how long it takes your company to submit the Self-Assessment Questionnaire to Peoples Bank. The appropriate SAQ will be sent to your company after the application is approved.

Do I have to buy equipment in order process credit card transactions?
No. Peoples Bank offers the option to rent equipment. However, Peoples Bank does offer equipment for sale if you would prefer to purchase the equipment.

Can I use my computer instead of a free-standing terminal to process the sales?
Yes. Many companies sell software that will allow you to process transactions through your computer. Peoples Bank can support most of these products.

What if my equipment breaks?
If you own your equipment, it will be your responsibility to get the equipment repaired or replaced. If you rent your equipment from Peoples Bank, we will provide a replacement terminal. If the need for replacement equipment occurs Monday through Friday, a replacement will be provided within 24 hours. If the need occurs over the weekend, a replacement will be provided on Monday.

Do I receive any training on the equipment?
If Peoples Bank provides your equipment (rental or purchase), training will be conducted at the time of installation by a qualified Peoples Bank associate.

Can I use an imprinter instead of a printer?
No. You will be required to purchase an imprinter if you do not currently have one, but will need to run the transaction electronically. The imprinter is to be used only when electronic means are not available due to power outages, etc. The requirement of having the manual imprinter will help to protect you on transactions that are conducted during that period in the case a cardholder files a dispute against the transaction.

I want to accept Discover or American Express. Can Peoples Bank take care of that for me?
Yes. Peoples Bank can assist you in getting your business set up to accept Discover and/or American Express Cards.

Is there a technical support phone number where I can call if I need help?
Yes. During the hours of 7:30 a.m. to 4:30 p.m., Monday through Friday, you can contact Card Services at 740/374-6151. After normal business hours or on weekends, you may call 866-672-6937 and select option 1.

How do I find out what my discount rate would be?
Once you complete and return your application for a merchant service account, three months of your current merchant processing statements and agreement, your rates will be determined based on the annual sales volume, annual projected bankcard sales and average ticket size. The fees Visa® and MasterCard® charge for the transactions will be passed directly to you. The fee will vary based on the way the transaction was completed.

What factors determine which tier the transaction hits?
This list is not all-inclusive, nor does it act as a guarantee as to how the transaction will hit the Visa® and MasterCard® criteria. Ultimately, Visa® and MasterCard® determine which rate will be applicable on each transaction. However, as a rule, transactions completed by swiping the card through the card reader/terminal, receiving an authorization and settled within two business days of the transaction will qualify for the Qualified rate. Transactions where the information is manually keyed will normally fall into the Mid-Qualified rate. Transactions where a purchasing card or corporate card is used will normally fall into the Non-Qualified rate.

What transaction fees will I be charged?
Peoples Bank does not charge transaction fees. The fee charged by Visa® and Mastercard® will be passed directly to you.

Will I be charged a statement fee each month?
No. Peoples Bank does not charge a monthly statement fee.

When can I expect the money from the sales to appear in my bank account?
At the end of each business day, you will settle (or close) the batch of credit card transactions. If the batch is settled by 5:00 p.m., the funds will be available in your account the next banking business day. If the batch is settled after 5:00 p.m., the funds will be available at the beginning of the second banking business day.

When does Peoples Bank deduct their fee from my account?
Each month, you will receive a statement of the fees that will be deducted from your account with the date specified for that deduction. The normal billing cycle falls on the 4th of each month.

Do I need an account at Peoples Bank in order for you to do my merchant services?
Yes. Peoples Bank will not accept merchant accounts that do not have a minimum of a settlement account with our institution.

Can I accept credit cards over the Internet?
Yes. Peoples Bank can support Internet merchants. We will work with you to set up the process.

Can I charge my customers extra for using a credit card?
No. Visa® and MasterCard® have rules and regulations against penalizing your customers for using their credit card as a payment option.

Do I have to accept returns if the business policy is no refunds or exchanges?
No you do not. If your policy states that you do not offer refunds or exchanges, you will not have to change that policy as a result of accepting credit cards. You must, however, indicate that policy on the receipt the cardholder receives when the transaction is completed. Visa® and MasterCard® have rules on the size and location of the message.

I can get a lower rate from someone else, why should I go with Peoples Bank?
By looking only at the discount rate, you risk doing a disservice to yourself and your business. Peoples Bank does not charge additional fees if you elect to accept Discover, American Express, Carte Blanche or Diners Club. Because Peoples Bank handles each product, special worldwide service begins and ends in your hometown - with local credit approval and personal attention to your questions or concerns.

What happens if a cardholder files a dispute against a transaction at my business?
At the time of installation, Peoples Bank will provide you with a tool that will help you in addressing dispute (chargeback) issues. When Peoples Bank receives notification of a cardholder disputing a transaction conducted at your place of business, we will notify you in writing. The notification will explain what action will be necessary on your part to refute the claim.

 

eMERCHANT VIEW®

 

Will monthly statements continue to be mailed if I use eMerchantView®?
No. Three months of merchant statements are available on-line. The statements can be viewed, printed, or exported.

Is the eMerchantView® product secure?
Yes, two-factor authentication is used. Access to the eMerchantView SMwebsite is controlled through a secure Internet portal (128-bit SSL), the First Data Online Control System (OCS) and X500 ID mapping.

What is an X500 ID?
First Data has implemented a X500 ID process to prevent a client’s sensitive OCS Group ID from being passed on the Web. The X500 ID mapping was created to map a client’s current OCS Group ID to an equivalent X500 ID. A Group ID restricts access to client-specific information.

Do I need a Peoples Bank merchant account in order to use eMerchantView®?
Yes, in order to use eMerchantView ® a Peoples Bank merchant account is required.

What system requirements are needed in order to use eMerchantView®?
Operating System - Windows® 95/98/2000/XP or Windows NT 4.0®
Internet browser - Microsoft® Internet Explorer 4.0 or Netscape Navigator® 4.06
Processor speed – 200 megahertz (MHz)
RAM – 64 megabytes (MB)
Hard disk space* - 75 MB

*The additional hard disk space needed for GUI access is required by the Internet browser. The browser requires 7 MB to 20 MB of hard disk space. You will need additional hard drive space for other applications that you use on your PC.

Can one user access multiple merchant account numbers?
Yes, a user ID and password can be set up to allow access to multiple account numbers if a company has several locations or merchant accounts.

Can all of the outlets under a chain be viewed at the same time with summary totals?
No. At this time each outlet of the chain must be viewed one at a time. There is no chain summary information within the eMerchantView® product.

What does "Pending" and "Closed" mean when chargebacks are displayed in eMerchantView®?
The eMerchantView product only displays chargebacks that have posted to the merchant and then sorts them by notify date, not post date. “Pending” generically means that representment rights are still available. What that means is that per the rules of the association (Visa/MasterCard), the merchant can still dispute it, accept it, etc. Pending means the clock is still ticking and more action can be taken. “Closed” means that the chargeback has reached its peak and has moved from the chargeback file to the chargeback history file – no representment rights exist.

Why does the date range for chargebacks not work correctly?
The date range in the chargeback tab of eMerchantView, queries chargebacks that have posted to the merchant account. In other words, eMerchantView only displays chargebacks that have posted to the merchant account then sorts them by Notify Date, not post date. The merchant’s chargeback rights start when the chargeback hits the system (Notify Date), not when the chargeback posts to the merchant.

On the Retrieval Inquiry screen, you can search on the retrieval status of ALL, PENDING, or CLOSED. What are the definitions of these?
All – Pending and closed retrievals in your date search parameter
Pending – Retrieval requests awaiting processing by the issuer and/or acquirer
Fulfilled – Completed retrieval requests

The status, “pending” or “fulfilled” is controlled by the Association. Items are marked, “fulfilled”, when the Associations receive the supporting documentation that was requested.

Where can I find more information about eMerchantView®?
Merchants can find more info, including screen prints, demo, benefits, etc. at http://www.merchantproductview.com.

The next button works but the back button does not display correct previous items in the following transaction detail section of eMerchantView®.
JavaScript history function doesn’t work like you’d think. A Back button is exactly that, Back to where you came/navigated/inquired from. It should not be confused with a previous button. The Back button will take the users back to the inquiry screen, not the previous item.

Is there a fee for using the eMerchantView® product?
No. There is no fee for using the eMerchantView®.

 

GIFT CARD FAQ

 

What is a gift card?
A gift card is also known as a stored value card. It is a plastic card that is issued by a company in which a customer can purchase credit to be used only at that business location. In essence, it's the modern day paper gift certificate.

Why would I use a gift card when I can issue a paper certificate?
The gift card has many benefits over paper certificates. Some of them include:

  • Eliminates time-consuming processes of issuing and tracking paper gift certificates and the back-room accounting functions that are required to control the paper-based program.
  • Paper gift certificates cost the retail industry approximately 8% of total gift certificate sales. With a gift card program, sales for an amount less than a gift certificate are not lost. Instead of giving change back, the remaining value stays on the card driving future purchases and providing the opportunity to prompt the consumer to 're-load' the card.
  • Consumer loyalty is a unique feature of the gift card. Unlike paper gift certificates, consumers can 're-load' the card, using credit or cash to maintain a positive balance. This instant loyalty drives incremental sales opportunities, building your revenue.

What happens if the gift card recipient doesn't use all the money on the card?
Unlike paper gift certificates where a customer can spend $5.00 of the $25.00 gift certificate and receive the remaining $20.00 in cash, a gift card deducts the $5.00 and leaves the remaining $20.00 "on account". As a result, if a gift card holder does not redeem the full amount of the gift card in merchandise, you do not lose the remaining balance of the initial sale.

If a person wants more money on their card, do I issue a new card?
No. Your customer can continue to use the same card. As the merchant, you will have the ability to 're-load' the card with the new dollar amount.

What type of equipment do I need?
The gift card program is compatible with many of the POS terminals.

What do the cards look like?
There are many pre-designed options available from which to select. If your business would prefer to have a custom designed card, Peoples Bank can accommodate that request as well.

Can I have my business logo on the card?
Yes you can! At the time you complete the application for the gift card program, you can provide us with ready made art work or with the specifics you would like custom designed. Once the design has been created onto the card, you will receive a proof to validate the information and design. There are additional fees for custom designed gift cards. For additional information, please contact Card Services at 1-800-374-6123.

How does it work?

  • Swiping the gift card through the Point-of-Sale (POS) terminal activates the card.
  • The cashier enters the dollar amount to be "loaded" onto the card and a receipt is printed for the consumer.
  • Cardholder uses the card when paying for merchandise/service.
  • The cashier swipes the card through the terminal and enters the sale amount.
  • A receipt prints out with the transaction information and displays the card's remaining balance.
  • Card balances can also be obtained through the POS terminal.
  • All information is stored on the host system.

How do I get billed for this service?
Your account will be debited each month based on the transactions conducted through the gift card program.

What does it cost?
Fees for the service will be discussed at time of the application. For an application, please contact Card Services at 1-800-374-6123.

How long does it take to set up an account for gift cards?
The time varies depending on whether you will use a design from the card stock or if you need a custom card designed. There is an option to rush the setup with an additional fee.

What do I need to do to get set up for gift cards?
You will need to have a merchant account with Peoples Bank. A separate application for the gift card program will need to be completed and returned to Card Services, c/o Peoples Bank, P.O. Box 738, Marietta, OH 45750.

Can I do gift cards only through Peoples Bank and Merchant Services through another processor?
No. We will not sell the gift card program to merchants who do not have their credit card programs processed by Peoples Bank.

I have more than one location. Can I set up both locations on the gift card program?
Yes. You would have the option of setting up only one or both locations.

How do I track the sales and balances on the cards?
That is one of the advantages to the gift card program - you don't! All transactions and activity are captured and is available through a unique secure website. You can view the transactions in real time and monitor activity of the gift card program. This ability will be set up for use upon approval of the application and implementation of the program.

 

SECURITY PROGRAM FAQ


Are all Merchants and Service Providers required to comply with PCI DSS?
Yes.  All entities (merchants or service providers) that store, process, or transmit cardholder data must comply with PCI DSS.  The requirements apply to all acceptance channels, including

    • retail (brick-and-mortar)
    • mail/telephone order (MOTO)
    • eCommerce

Validation of requirements vary depending on the number or transactions processed.

Who is impacted?
Most industry standards are specifically designed for a group of individuals or companies.  PCI DSS expands the impact to include a wide variety of computer systems as well.  These security requirements apply to all members, merchants, and service providers that store, process, or transmit cardholder data.  They also apply to all “system components” (i.e. any network component, server, or application included in, or connected to, the cardholder data environment):

    • Network components include, but are not limited to, firewalls, switches, routers, wireless access points, network appliances, and other security appliances

    • Servers include, but are not limited to, Web, database, authentication, DNS, mail, proxy, and NTP

    • Applications include all purchased and customer applications, including internal and external (Web) applications

Is this a one-time requirement?
No. PCI DSS compliance is an ongoing process. The validation process varies, depending on the number of transactions you process. However, the credit card associations require all merchants comply with PCI DSS at all times.  To determine your merchant level, please visit www.visa.com/cisp, then select Defining Your Merchant Level under the For Merchants section. For Level 2, 3, and 4 merchants there are two main components of validation: 

What is “cardholder data”?
Cardholder data is any personally identifiable data associated with a cardholder.  This could be an account number, expiration date, name, address, social security number, etc.  The account number is the critical component that makes PCI DSS applicable.  All personally identifiable information associated with the cardholder that is stored, processed, or transmitted is also considered cardholder data.  PCI DSS applies to all cardholder data stored, processed, or transmitted.

What is the PCI Self-Assessment Questionnaire?
The PCI Self-Assessment Questionnaire is a list of questions used to assess your compliance with the requirements of PCI DSS. The questionnaire includes questions about your policies, procedures, administrative controls, access controls and physical security measures as they pertain to those systems that store, process or transmit cardholder data.

What is a Vulnerability Scan?
A vulnerability scan is an automated scan that assesses your network from the Internet to see if you have any vulnerabilities or gaps that may allow an unauthorized or malicious user to gain access to your network and potentially compromise cardholder data.

Is there a deadline to be compliant?
Yes. However, these deadlines depend on your merchant level. The number and type of payment card transactions you process annually determine your merchant level. To determine your merchant level, please visit www.visa.com/cisp, then select Defining Your Merchant Level under the For Merchants section.

How long will this program take?
The length of the program varies. Once non-compliance issues have been identified, the length of time it takes an organization to implement solutions to resolve the issues will affect the length of the PCI DSS compliance process. The length of time also varies depending on the resolution and the complexity of the environment.

What will happen if we don’t comply with PCI DSS program?
Fines from $2,000 to $500,000 could be assessed.  You could also be financially responsible for all fraudulent transactions that take place on cards compromised at your location.

 

What is the difference between compliance and validation?

Compliance: abiding by the new security standards.  Compliance is required for all level 4 merchants. 
Validation: a process confirming a merchant is abiding by the new security standards.  Must complete a Self-Assessment Questionnaire and perform a Quarterly Network Scan on your system to detect potential vulnerabilities.  Currently, Visa® U.S.A. and MasterCard International® only require Level 1-3 merchants to be validated.  However, Level 4 merchants still must be in compliance and are encouraged to validate.

      

Can my compliance requirements change?
Yes. As your transaction volume changes, and as association rules change, your compliance requirements may change.  It is your responsibility to be continuously aware of the data security requirements that currently apply to you.

What if a merchant does not store cardholder data?
The PCI DSS still applies to the environment that transmits or processes cardholder data.  This includes any service providers that a merchant uses.

What are the compliance validation reporting requirements for merchants?
Merchants will provide compliance validation documentation to their acquirer(s).

Do merchants need to include their service providers in the scope of their PCI DSS review?
No. Service providers are responsible for validating their own compliance with PCI DSS independent of their customers. 

What processing software/applications are currently known to be compliant?
To access the list of card processing software programs known to be compliant with PCI DSS, click here and choose “Payment Applications” then “Visa recommendations” section, then “Validated Payment Applications”.

What is a security assessor?
A security assessor is an auditing company that specializes in information security. They use card association developed criteria (PCI Data Security Standards) to validate whether or not merchant information security is strong enough to sufficiently protect cardholder data from unauthorized access or malicious parties.

Is it a common practice for security assessors to perform a re-assessment?
Yes, assessors frequently are asked to revalidate those items that were not in place at the time of the initial review and provide an updated Report on Compliance.

What is a System Perimeter Scan?
A System Perimeter Scan involves an automated tool that checks a merchant's or service provider's systems for vulnerabilities. The tool will conduct a non-intrusive scan to remotely review networks and Web applications based on the external-facing Internet protocol (IP) addresses provided by the merchant or service provider. The scan will identify vulnerabilities in operating systems, services, and devices that could be used by hackers to target the company's private network. The tool will not require the merchant or service provider to install any software on their systems, and it will not perform any denial-of-service attacks.

Is the System Perimeter Scan only applicable to e-commerce merchants?
No. The System Perimeter Scan is applicable to all merchants and service providers with external-facing IP addresses. Even if an entity does not offer Web-based transactions, there are other services that make systems Internet accessible. Basic functions such as e-mail and employee Internet access will result in the Internet-accessibility of a company's network. These paths to and from the Internet can provide unprotected pathways into merchant and service provider systems if not properly controlled. If a merchant or service provider does not have any external-facing IP addresses, they will only be required to complete the Report On Compliance or the Compliance Questionnaire, as appropriate.

How do merchants determine the cost of compliance validation?
The cost of the review varies greatly depending on the size of the environment to be reviewed, the chosen assessor, and the degree to which the merchant is already in compliance when the review commences. The cost of a System Perimeter Scan depends on the number of IP addresses to be scanned, the frequency of the scans, and the chosen assessor.

What if a merchant has outsourced the storage, processing, or transmission of cardholder data to a service provider?
Merchants should deal only with PCI DSS compliant service providers. If there are service providers handling cardholder data on a merchant's behalf, the merchant is still responsible for the security of this data and must ensure that contracts with these service providers specifically include PCI DSS compliance as a condition of business.

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