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Table of Contents

Lead Story

Lose the price war, win the merchant

News

Industry Update

Tribul Merchant Services: Bullish on merchants

Visa's vigilance pays off, PCI compliance takes off

When the system is down: Yipes!

Amazon flexes muscles with flexible payments

Cashless vending catches on

Features

Taking the kiosk to the ATM

Tracy Kitten
ATMmarketplace.com

Industry Leader

Mary Gerdts –
Pluck and intergrity lead from bean field to board room

Views

Knock fraudsters down with knowledge

Patti Murphy
The Takoma Group

Certify the good, blacklist the bad

Biff Matthews
CardWare International

Education

Street SmartsSM:
Buyer beware: That means you, dear MLSs

Dee Karawadra
Impact PaySystem

Risk assessment: What you need to know

Ross Federgreen
CSRSI

A real-life approach

Nancy Drexler
Marketing Moguls

Primo processor practices

Adam Atlas
Attorney at Law

The key to EBT

Jason Felts
Advanced Merchant Services Inc.

Banish chargebacks through communication

Steve Schwimmer
Renaissance Merchant Services

Company Profile

All card Processing-AAMonte-USA

3 Delta Systems

New Products

Merchant boarding simplified

Product: Comprehensive merchant application
Company: United Bank Card Inc.

Easy-as-pie PCI compliance

Product: HackerGuardian PCI PLUS Daily Scanning
Company: Comodo

Inspiration

Feed your reps, and they'll feed you

Departments

Forum

Resource Guide

Datebook

A Bigger Thing

The Green Sheet Online Edition

August 27, 2007  •  Issue 07:08:02

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When the system is down: Yipes!

A discussion on GS Online's MLS Forum exemplified how quickly panic and chaos can ensue when a processor's network goes down. For merchant level salespeople (MLSs) and ISOs, a perceived emergency can jam customer service systems with calls from angry, concerned or simply confused merchants who want answers -- now!

What can be done? What do you tell your merchants?

MLS David Hanlin wrote, "First of all, you want to be certain that the 'whole' system is down by verifying with tech support, and it's not just the 800 number itself that can be changed in the terminal to an alternate number."

Some processors have backup systems, but it still takes time to switch over to them.

"If the whole system is down, there's not much you can do," Hanlin said. But he offered the following guidelines:

Contacting merchants as soon as possible is key to keeping panic to a minimum. But if you have a large client list, this could take an undue amount of time.

One possible solution, as Mark Gorge posted on the MLS Forum, is to use his company's "dial and deliver technology." It requires a previously set up account with your client/merchant list uploaded into the call system.

Once you have done this, it takes one quick call to record a message. The system then calls everyone with your message, which can include information about the outage and what actions to take (see www.teleshout.com for full details).

Luckily, such failures occur rarely. MLS Kathy Harper said that voice authorization calls can be quite expensive, "anywhere from $0.75 to $1.25 per call, on top of the normal processing fees, so it's not something you want to do unless it's a particularly large transaction."

Harper hasn't experienced a "system down" situation. But she has had her share of trouble with POS terminals. "It's really tough on bars and restaurants," she said, where there is a lot of fast activity.

"I've seen [merchants] take checks or even resort to writing [transaction information] on pieces of paper and cocktail napkins, and then entering the transactions later when the system is back up."

Retailers often don't "batch out" until late at night. So, many might not discover that their systems are down until then, Harper noted. But when the system is on the fritz, manual recording is the only option: an event everyone hopes to avoid.

Notice to readers: These are archived articles. Contact names or information may be out of date. We regret any inconvenience.

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Spotlight Innovators:

USAePay | Impact Paysystems | Electronic Merchant Systems | Inovio