POS Merchant Help Desk

Cardware is known for the excellence of its POS merchant help desk team.  
Whether the inquiry regards a “how to” question, or resolution of a hardware or
software issue, we provide the industry’s most capable POS merchant help desk
support, 24/7. 

Cardware POS merchant help desk assistance is provided instantly, via toll-free
number, by trained professionals, not machines or websites.  Merchants receive quick,
accurate, answers for return/ credit/ void questions, procedural information,
explanations of terminal and host responses based on their processor and application,
back-up procedures in the event of terminal, printer, telecommunications or
processor failure. 

We provide assistance with PC, virtual terminal applications such as PCCharge,
Micros, Authorize.net and others.  

The knowledge tree used by Cardware’s POS merchant help desk is well-versed in
the retail, restaurant, lodging and debit applications of all primary processors. We
also assist with inquiries related to:

Balance, Settle and Transmit

The client’s merchant receives expert assistance, based on the individual processor,
in balancing daily work and transmitting or creating a balanced batch.

Hardware Troubleshooting and
Problem Resolution

Trained POS help desk specialists assist the merchant in troubleshooting and
resolving hardware difficulties. When the specialist and merchant determine the device
has failed, Cardware initiates a replacement request with the appropriate entity.

When Cardware POS help desk personnel function
as the primary merchant help desk, equipment swap-outs
are reduced by as much as 65%.

Taking the time to accurately diagnose and resolve hardware difficulties and return
the device to full functionality when possible is a foundation principle for the Cardware
merchant help desk – and one of the things that sets us apart from others who provide
a merchants help desk service.  Swap-outs are sometimes needed, of course, but
having the knowledge and insight to ask detailed questions substantially reduces the
number of times that swap-outs are ultimately found to have “nothing wrong.”

Software Troubleshooting and
Problems Resolution

Trained merchant help desk personnel assist merchants in troubleshooting and
resolving software issues.  When they determine that the download of an
unadulterated application will resolve the problem, a merchant help desk team
member initiates a download request and helps the merchant affect
a successful download.  

A merchant help desk specialist will also confirm with the merchant that the
newly-loaded application is working properly. In the event the application is
improperly configured, Cardware contacts the processor to correct the problem
and arrange another download. 

Referrals

Our merchant help desk receives many calls unrelated to our scope of responsibility. 
In these instance, we refer the caller quickly to the appropriate party, based on
information provided by the client. 

In all cases, our client, and the merchants, are fully “in the loop” regarding notification
of ticket opening and closing, and order and ship notifications.  This enables client
company management to measure the performance of Cardware’s merchant help desk –  
and the performance of its merchants. 

Cardware’s Helpdesk Automation Enabling Tool provides
another powerful option for fast, accurate merchant support.