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Frequently asked questions

Merchant services, account approval and benefits
 

Statements are available through Business Track. Statements for the prior month become available at the beginning of the month. If you need statements that are not available through Business Track ClientLine, call us at 800.430.7161 for assistance.

If you are not currently a registered user of Business Track, you will need to register for an account here by selecting the orange “Enroll” button on the right side of the screen and following the enrollment instructions.

Log in to Business Track to change your password, or request a password reset using the Forgot My Password option. For password reset, training or other Business Track assistance, call 800.285.3978.

If you are having a problem with your equipment or the power is out, you can request a voice authorization to process a transaction. To obtain a voice authorization, call 1.800.430.7161 and choose option 1.

If your funding has not occurred within the standard two business day time frame, it is possible that Bank of America Merchant Services is having a problem with transferring directly to your account. Have you changed your bank account information recently? Call us at 800.430.7161 for assistance.

Bank of America Merchant Services offers electronic delivery of IRS Form 1099-K for faster, year-round access to your tax documentation. You can register for electronic delivery via Business Track. The electronic 1099-K forms will be loaded onto Business Track by January 31. After logging in to Business Track, go to the Tax Information section and select “Enroll/Manage Form 1099-K eConsent”.

Bank of America Merchant Services is required to track and report the gross amount of payment transactions for all merchant accounts to the Internal Revenue Service (IRS). It is also required to ensure that the IRS records match your taxpayer identification and legal business name.

The amount reported on the 1099-K is based on your deposits for the calendar year (actual deposits from January to December). Statements show activity that occurs up to the statement cutoff date and so they may show deposits that settled in the previous month.

If your 1099-K doesn’t match your statements, it is likely that activity from the previous December shows on your statement but did not deposit in January and therefore is not accounted for on your 1099-K.

You may receive multiple 1099-K forms based on the credit card types that you accept. If you receive deposits directly for American Express or Discover, those card organizations will send the 1099-K form for that card brand.

Ordering supplies over the phone is easy. Please have your merchant number and equipment make/model number handy when you call. Call toll-free 1.800.228.5882 Monday – Saturday 5 AM to 9 PM PST. Orders placed before 2:30 pm PST will be shipped the same day.

Point-of-Sale hardware
 

Bank of America Merchant Services offers a wide variety of POS devices that will enable you to accept card payments at your place of business or on the go. Choose from basic credit card terminals to full-featured business management solutions that do more so your business can do more. Click here to begin exploring POS solutions that help you do it all: take payments, view inventory, track sales, manage employees, and much more.

 

No. These devices require a Bank of America Merchant Services processing account.

We'll work with you to determine if your device can be used with our card processing service; just give us a call at 855.833.3614. If your device won't work, we'll recommend a POS solution to meet your needs. Getting up and running is easier than you think!

To enable the 3G functionality of Clover Flex and Clover Mini, merchant must have a 3G data plan through T-Mobile® or AT&T®. The devices come with an AT&T® SIM card and merchants can enroll in an AT&T® data plan through the Clover App Market for an additional monthly charge. To enable the devices with a T-Mobile® data plan, merchants must separately purchase a T-Mobile® SIM card and enroll in a T-Mobile® data plan.1

Clover Station and Clover Mini can  connect to a kitchen printer as long as the devices are on the same local area  network (LAN).

The Clover Station and Clover Mini (if on the Register or Register Lite software plan) can connect to a cash drawer via the RJ-11 6P6C cable.

This return policy applies only to equipment purchased online using your credit card from Bank of America Merchant Services.

You must call Customer Support (800-430-7161) within 30 days of the shipment date of your equipment (sometimes referred to herein as “payments device(s)”) to initiate the refund process.

The returned equipment must arrive at the return address we provide you within 60 days of the shipment date of your equipment.

You cannot return equipment to Bank of America retail locations or banking centers.

You are responsible for the cost of shipping the equipment back to the return address provided. These costs will not be refunded.

The equipment must be repackaged with all cords, adapters, accessories, and documentation that were included when you received the equipment.

Returned equipment must be in new condition. If returned equipment is not in new condition for any reason, including due to damage that occurred during shipment, the equipment is not eligible for refund.

This return policy is limited to purchases of 3 payment devices or less.

If all conditions above are satisfied, you will receive a full refund on the price of the returned equipment to the credit card used to purchase the equipment.

To obtain the status of your returned equipment and refund, please contact Customer Support at 800-430-7161.

This return policy does not supersede terms and conditions related to returns already contractually agreed to between Bank of America Merchant Services, or any of its subsidiaries, and its clients. To the extent of a conflict between this return policy and such other terms and conditions, such other terms and conditions will govern.

 

Fees / merchant costs
 

A chargeback is a processed credit card transaction that is reversed (charged back) to a merchant because the customer or customer’s bank finds something wrong with the transaction. There are several reasons a transaction can be reversed:

  • Authorization error: a transaction was allowed even though the authorization was declined
  • Processing error: incorrect calculation on the sales draft, invalid account number or expired card
  • Customer disputes: the customer denies taking part in the transaction, claims purchased merchandise or services were never received and an attempt was already made to resolve the dispute, mail order merchandise was defective or a promised credit was never processed.

You can review and respond to chargebacks using the Business Track Dispute Manager application.

eCommerce/web based solutions
 

Bank of America Merchant Services offers reliable eCommerce payment gateways that will enable you to: accept card payments via a web portal; add a payment page to your website; or build a fully customized online payment solution. Please call 855.833.3614 (Monday-Friday, 8:00 a.m. - 9:00 p.m., Sat. 9:30 a.m. - 6:00 p.m. EST) so we can help you grow online.

Payment services key terms
 

PCI DSS stands for Payment Card Industry Data Security Standard (often shortened to “PCI”) is a set of data security requirements established by the major card brands (including Visa and Mastercard) to protect cardholder account information.

To learn more about standards for protecting data, visit the Security Standards Council at https://www.pcisecuritystandards.org

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