How can we help?

If you usually take payment from your customers face-to-face, we understand this must be a particularly difficult time. To help, we may be able to give you the functionality to accept Mail Order and Telephone Order (MOTO) payments as well so you can carry on doing business over the phone and via the post where possible.

You can read more about this in your Merchant Conditions (Section 8) and Operating Guides (Section 4). If you want to start taking MOTO payments, call us on 0345 606 5055.

If you start taking Mail Order and Telephone Order (MOTO) payments, there are two things you should know before you get started. 

1. Because the customer isn't physically present in the shop with you, MOTO transactions typically carry more risk from fraud. 
   
2. To cover that risk, we charge MOTO payments at the Card Not Present rate, which may be higher than your usual processing fee depending on the type of card being used to pay. You'll find details of the charges you pay in the schedules in your Merchant Agreement.

There are some subtle differences when taking Mail Order and Telephone Order (MOTO) payments compared to face-to-face payments. When processing a MOTO payment, you just need to follow the instructions on your card machine or point of sale terminal and enter the following customer information:

• Card number
• Expiry date
• Payment amount
• Card Security Code (CV2) for Telephone Order payments only
• Address verification details

You should also keep secure records of the cardholder’s full name and address and, if different, the delivery address. 
You’ll need to make sure that, when you take payments over the phone or by mail order, you’re entering and recording card details in a way that’s safe and compliant to protect your customer’s data and privacy. If you need help making sure you’re fully compliant, you can call our partner Sysnet on 0330 808 1606 from 9am to 5pm, Monday to Friday.

You can read more information about this in Section 4 of your Operating Guide.

Yes – and the contactless payment limit has increased across the UK from £30 to £45 for up to five contactless transactions per card per day. This increase means you can take more payments without the need to exchange cash and reduces the number of customers needing to enter their PIN into your card machine. For payments of more than £45 customers can still use Chip & PIN.

If you're getting chargebacks and aren't sure why, you can see everything related to your payment processing in your Clientline dashboard, which you can access from the Portals page. 

If you need something you can't see in your dashboard or have another question, you can contact us on 0345 606 5055 but please be aware we’re experiencing a higher call volume than normal right now so we might take a little longer to answer your call.

Unfortunately, you can't freeze your account during the pandemic. Instead, we have looked at how we can enable features such as Mail Order and Telephone Order payments to help you keep trading where possible, even if you can't take face-to-face payments. 

If you don't have a Fiserv Direct account, you'll need to speak directly with your Payment Service Provider (PSP) to find out what kind of relief they may be able to offer you.

There are several simple measures you can take to reduce overall customer contact when trading face to face. 

To start, you can encourage customers to pay using a digital wallet such as Apple Pay, Google Pay or Samsung Pay on their smartphones, which removes the need for them to touch your card machine or point of sale (POS) terminal.

If the NFC logo appears on a customer’s credit card, they can also pay using contactless on your POS terminal, now with an increased transaction limit of £45. This means you can take more payments without the need to exchange cash and reduces the number of customers needing to enter their PIN into your card machine.

Yes, we offer a range of services that help you take payments remotely using our online payment gateways. With these, you can start taking payments online, by Mail Order and Telephone Order (MOTO) and by emailing and texting payment URLs that customers can click on to pay from their own devices using a credit or debit card. 

And as your account lives securely in the cloud, you can access all your information and data, from sales to stock, remotely at any time, anywhere using your smartphone, tablet or laptop. 

We've partnered with Primatel as our recommended POS stationery supplier. A family run business, Primatel offers a wide range of terminal and Clover stationery and accessories along with fantastic customer service to help make sure you get what you need. 

To get everything from paper rolls and payment card machine spare parts to inks and ribbons and terminal pole mounts and shields, visit www.primatel.co.uk, sign up (or log in if you already have an account) and select Fiserv from the options to place an order. If you need any help, call them free on 08000 323 413 or email firstdata@primatel.co.uk 

With your Fiserv merchant account and Clover card machine or POS you can accept almost every major way to pay, including:

• Visa, Mastercard and American Express
• Contactless
• Chip & PIN and swipe
• Apple Pay and Android Pay
• Mail Order and Telephone Order (MOTO)
• Online
• Using a payment link

You'll need to add some payment types such as MOTO to your account to start taking payments this way, and fees may vary.

Yes, we offer free features such as Dynamic Currency Conversion (DCC), which lets you accept payments at your point of sale in different currencies from international cards. To discuss which currencies you'd like to accept, just get in touch. 

You can usually expect the money you take either via your Merchant Identification Number or from customer card payments to reach your business bank account three to five working days after the transactions.

We do everything we can to make sure you have a great experience using our payment processing services, but also understand problems can arise and sometimes you may want to complain. Fiserv (formerly First Data) is regulated by the Financial Conduct Authority (FCA) and if you do have reason to complain, we'll take a balanced and fair view of the situation and do what we can to help fix the problem.

The Financial Services and Markets Act 2000 lays down a standard procedure that we aim to meet when handling customer complaints: to register your complaint, you can contact our Customer Care team by phone, email or letter:

Call: 0345 606 5055, Monday to Saturday between 8am and 9pm.

Email: FDMSComplaints@fiserv.com

Write to: Janus House, Endeavour Drive, Basildon, Essex SS14 3WF

We take every complaint seriously and can deal with many of them straight away but some do take a little time to investigate thoroughly, in which case we'll get a specialist from our Customer Care team to resolve the issue. The FCA gives us eight weeks to resolve all complaints.

If for any reason you're not happy with the outcome of your complaint, we ask you to first contact us explaining what you think we can do to put it right. If you're still not happy, you can refer your case to the financial ombudsman service (www.financial-ombudsman.org.uk) for free by phone, email or letter:

Call: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Write to: The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR

Yes. You can use our easy ClientLine online reporting tool to see your card processing transactions and history securely anywhere, anytime. To see our other online features and tools, head to our Portals page.

Payment and personal data fraud is a very real threat, which is why the Payment Card Industry Security Standards Council (PCI SSC) has created a worldwide legal requirement that every payment using a credit or debit card – be it online, in person or any other way – must meet its Data Security Standard (PCI DSS).

We offer features that help ensure every payment you take is PCI DSS compliant at the point of sale, so you protect not only your customers but also your business by reducing your exposure to data theft and potential fines from debit and credit card companies.

For help with PCI DSS compliance, please call 0330 808 1606.

Our customer support call centre and merchant helpdesk is based in the UK.

Our opening hours vary depending on the department you want to get in touch with, although they're typically 9am to 5pm, Monday to Friday. To find out up to date opening hours for the department you want to speak to, take a look at our Contact Servicing page.

With your Fiserv merchant account and Clover card machine or POS you can accept almost every major way to pay, including:

• Visa, Mastercard and American Express
• Contactless
• Chip & PIN and swipe
• Apple Pay, Android Pay and Samsung Pay
• Mail Order and Telephone Order (MOTO)
• Online
• Using a payment URL

You'll need to add some payment types such as MOTO to your account to start taking payments this way, and fees may vary.

We offer several top-of-the-range, powerful and beautiful card machines and point of sale (POS) terminals under our Clover brand. Every one of our Clover POS solutions makes it easy and efficient to take payments and manage your business, whether you're serving diners at the table, taking payments over the counter or billing customers on the road. 

They all come with smart and secure payment technology and accept all the usual ways to pay, from contactless to Apple Pay and Android Pay. You can see which is best suited to your business on our Compare Clover page with links to more information about each terminal.

Times vary from application to application with influencing factors including the product you choose, what information we may need from you and how many other applications we're handling at that time. We will of course keep you updated during the process.

Reference searches are mandatory for any new business application as part of the Anti Money Laundering regulations.

Credit checks are mandatory for any new business application to make sure you have enough credit to fulfill the delivery of your goods and services to customers.

We don't have fixed fees for our services, but instead set our rates independently for each business based on a range of influencing factors including your current or projected turnover, whether you're new to cards and what your average transaction value is. 

As one of the biggest payment service providers in the world, we're in a fantastic position to offer extremely competitive pricing so feel free to contact us to discuss your needs.  

You can read and download a PDF copy of your Merchant Conditions here.

You can read and download a PDF copy of your Operating Guide here.