Meet the Teams...
The Merchant Link
Service Delivery Group is
comprised of four teams
working together to
ensure timely, customer-
centric service for your
The Implementation Team interfaces with processors, vendors,
merchants and dealers to obtain all necessary information to
ensure an accurate and smooth installation.
The Installation Team provides
fast, efficient, problem-free
installations with service
uniquely specialized to our
The Technical Support Team provides comprehensive, expert
assistance to merchants and dealers for issues related to
reporting, authorization and settlement.
The Financial Resolution
Team assists with batch
recovery and corrections.
From processing credits
to a full batch rekey, they
save merchants more
than $7 million each
year in recovered funds.
The establishment of your
Merchant Link account begins
with the Implementations Team.
Once a service order for a new
account or change-of-service is
received from your POS provider,
the Implementation Team will
make contact with a representative
of your company and your credit
Getting Started: Best Practices
In the case of a change-of-service
from one credit card processor,
do not close or schedule closure of
the current account until the new
account is up and running.
If the POS system that you
are using was previously
used by another company
(change of ownership, etc.),
do not use the equipment
for credit card transactions
until cleared by your POS
provider. This will ensure
that you do not send your
transactions to the previous
Make sure that your point-of-sale
(POS) provider has correct setup
documentation provided by your
Always keep the name and phone
number of your merchant services
account representative on hand.
In cases where processor support is
needed to resolve future problems
that may occur, this contact is your
quickest route to service.
At the time of installation, your POS
provider will contact Merchant Link
and work with a member of our
Installation Team to properly
configure the POS system with the
correct settings to send
transactions to your processor.
Once the configuration is complete,
an authorization and a settlement
transaction will be run to confirm
that the setup is correct. If both
transactions are successful, your
establishment will be clear to
process credit cards.
Going Live: Best Practices
For a change-of-service from one processor to
another, make sure that all funds authorized by
current processor are accounted for and that there
are no unsettled transactions in the system.
Most processors deposit funds within
3 days after settlement. After a new
installation or change-of-service,
please check with your bookkeeper
or accountant to make sure that you
have begun receiving settlements.
Contact Merchant Link’s Technical
Support Team for assistance.
Any issues with credit card
authorization and settlement that
occur after a successful installation will
be handled by the Technical Support
Team, available 24 x 7 x 365.
Technical Support should be your first
call when experiencing authorization
or settlement errors. One of our
technicians will assess the problem and
work to quickly resolve it.
Should the problem be beyond
Merchant Link’s capability or scope,
our representative will assist with
determining and contacting the entity
that can best resolve the issue.
Getting Help: Best Practices
In the case of authorization or settlement failure, please document
any error messages or uncommon behavior being displayed by your POS
system. Also, if possible, have the information for a card that failed.
In the case of
please provide the date,
number of transactions,
and amount of the
If you need to retrieve a credit card number,
a manager from the site must call and be able to
provide specific information about the credit
card and transaction. (Note that Merchant Link
can only retrieve card data for transactions run
through our system.)
Should any changes be made to your
POS system (software upgrades or
patches) or internet equipment
(firewall changes, hardware changes)
please note the nature of the
change and the date and time.
This will be important information
should any issues surface after the
change is made.
Should you experience a problem
where a batch settles twice, data
in the batch is corrupt or your
settlement is missing funds, the
Financial Resolution Team will
assist you with resettlement or
possible rekeying of credit card
Recovering Funds: Best Practices
The Financial Resolution Team requires a request
form be filled out and signed by a manager at the
site for all affected batches. This is a legal form that
allows Merchant Link to act as the site’s agent in the
adjustment of transactions. It is very important that
this form be returned as soon as possible, along with
a copy of the batch report for each affected
batch, as work cannot proceed without it.
When contacting the
Team have the date,
amount of any batch
in question available.
Many duplicate batches are discovered
only after a customer calls a merchant
and complains of duplicate charges.
Should your site receive such a call, and
the reason is not obvious from your
sales records, please note the business
date of the transactions in question
and call Merchant Link Technical
Support as soon as possible.
“One Call Solves All”Service Philosophy
Acting as the merchant advocate and hub in
the payment infrastructure, we are uniquely
positioned to work with all vendors and
solutions to solve any service issue, no
matter where it occurs.
Our “One Call Solves All” service philosophy
means a merchant makes one call to us and
we will either resolve the problem directly,
or coordinate all of the subsequent actions
necessary to correct an issue.
Our mission is to provide comprehensive,
round-the-clock support to allow our
merchants to focus on their core business.
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