Support & Requests

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Address
100 S Orange Ave #400
Orlando, FL 32801
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Phone
+1-855-550-FATT (3288)
+1-407-982-1782

Fax
+1-407-392-2287

Email
customersupportteam@fattmerchant.com

 

FAQs

  • Who is Fattmerchant?

    We are one of the only subscription-based merchant services companies in the US. After many years in the merchant services industry, we have realized that there isn’t a simple, honest processor in the market. Rates are not ever fully disclosed, and your rates and markups vary from merchant to merchant. We wanted to take a different approach, and offer you simple processing for a flat fee. With us there are no hidden charges, surprises, or endless fees. You simply pay a flat monthly subscription and get all of the perks of wholesale at-cost pricing with 0% markup and no contract.

  • Can I trust my transactions with Fattmerchant?

    Absolutely. We are backed by Vantiv a U.S.-based payment processing and technology solutions provider headquartered in the greater Cincinnati, Ohio area. Vantiv is the largest PIN Debit U.S. acquirer and third largest U.S. merchant transaction acquirer ranked by general purpose transaction volume. The Company provides payment and technology services to merchants and financial institutions of all sizes in the U.S. and processes more than 16.9 billion payment transactions and approximately $611 billion in volume annually.

  • What is Interchange?

    Interchange is the direct fees set by Visa and Mastercard to process a transaction. These fees range roughly from 1-2%. These are fees that must be paid by every merchant no matter what and no matter what provider used. Most merchant services companies will charge you a huge markup over interchange known as discount rate, basis points, or %. This causes you to end up paying interchange PLUS your discount rate and % which can be upwards of another 1-2%! At Fattmerchant, we are eliminating that markup completely so you get your processing at cost; we do not profit off of your volume.

  • What are my product options?

    We are a technology-based company and have solutions that fit any business. We also offer terminals, mobile payment options, virtual terminal for reoccurring billing systems, and online shopping carts through Authorize.net. Free equipment comes with each plan! We are also compatible with most all terminals and POS systems and can reprogram your current terminal for free upon approval.

  • How long is the contract?

    We offer our services on a month-to-month, contract-free basis. Yes, you read that right. No contract. We think every business owner should have the option to cancel at any time if they are unhappy. We are so confident in our product and service that we don’t feel the need to lock you into an endless contract. Try the Fatt difference today.

  • How can I accept payment on my website?

    We are compatible with the popular gateway, Authorize.net, and will get you set up with an online shopping cart.

  • What about Amex & Discover?

    Amex and Discover are also included in the plan price at 0% markup and on next day funding. Your entire batch comes in all together the next morning by 9 am. No more waiting an additional 48 hours to see your funding from Amex and no separate bills! There are No additional fees or cents per transaction either. For Amex, Fattmerchant automatically enrolls you in Amex Opt Blue that gives you access to drastically reduced interchange rates from Amex.

  • How soon can I get set up?

    We are proud to offer a fast turn-around time to ensure you are set up and don’t miss a beat! The online application takes less than 10 minutes to fill out. Once you submit all of the information, you will get approval within an average of 24hrs, and we can have you up and running in as little as 48hrs!

  • How does it work and what are my fees?

    It’s simple. We are giving you – the merchant – 0% markup on wholesale merchant processing. You only pay the Visa/Mastercard interchange rate, per transaction rate and your monthly subscription fee. No other fees. That means no statement fee, no PCI compliance fee, no percentage rates or discount rates above interchange, no markup, no batch fees, no annual fees, and no contract.

  • What will my statement look like?

    A Fattmerchant statement will be comprised of your interchange fees, transaction fees + your monthly subscription. You will never see hidden charges such as statement fees, PCI compliance fees, batch fees, annual fees, customer service fees, or monthly minimums. That’s our Fatt promise, to never change.

  • Do you do re-occurring billing?

    Yes! We have an amazing solution for business owners who need to do reoccurring billing systems. Lets say you need to charge a customer $100 a month for 12 months, imagine not having to re-key in the card every single month. Once its in the system it will auto bill the merchant without you having to lift a finger. Just sit back and watch the funds get deposited into your account!

  • Which plan is right for my business?

    We do not have any volume or transaction restrictions, so the plan you choose is completely up to you! However, if you would like further information or help deciding what plan might work best for your business, one of our team members would be happy to go over your options with you.

     

     

  • Can I switch plans to better fit my business needs?

    Yes, if you ever feel you want to switch to a different plan you can call us at any time.

Physical Terminals

  • How to turn the terminal on?

    On the back of the terminal a door pops off and you will see a round port for the power plug to be inserted. Attach the plug to that port and the other end to the power outlet in your wall.
    PLEASE NOTE: If you have an external pin pad, please plug the pin pad in the terminal FIRST before plugging in the power.

  • Where do all of these cords go?

    The power cord will attach to the round port on the back of the terminal.

    If you are processing over Ethernet, please insert the Ethernet cord into the port labeled ETH and the other end into your router.

    If you are processing over dial or phone line, insert the cord into the port with the picture of a phone.

  • How do I manually settle my terminal?

    To manually settle from the “Sale/Void/Refund screen”, you will press the purple button to the far left until you see “settlement”. Select settlement, a receipt will print. Confirm the amount by pressing the green button.

  • Can I auto batch?

    Your machine will definitely auto-batch if you would like. If you have opted in for auto-batch, the terminal will automatically settle at the time the terminal is set for. If you would like to change this to another time, please let us know and we can make the changes for you.

  • What time do I need to settle to receive Next Day Funding?

    If you were approved for next day funding and would like to receive the funds in your bank account by 9am next business day, your terminal must settle by 8:30 pm EST.

Fattmerchant Payment Platform

  • How do I settle transactions for the day?

    The Fattmerchant Payment Platform will automatically settle for you.

  • How do I know if a transaction was successful?

    When a transaction is successful, you will receive a message stating “transaction successful”. If you receive an error and you are not sure as to why, please email customersupport@fattmerchant.com or click on the “question mark” on the bottom right corner and we will be able to assist.

  • How do I process a void or refund?

    After you have processed a successful transaction, you will have the option to either void the transaction if it hasn’t settled, or refund it completely.

    To do this, find the transaction on your activity page. In the void/refund box, input the amount that you would like to credit back and hit submit.
    PLEASE NOTE: Refunds cannot exceed the original amount of the transaction.

  • What are Hosted Payments?

    Under the hosted payments tab, you have the ability to create a link to send to your merchants that will give them the option to pay you an amount of their choice.

Swipe Simple

  • Do I have to use the swiper to process a transaction?

    You do not have to use the swiper at all times. In addition to swiping the cards, you also have the ability to key in the card number while processing a transaction. However, it is recommended that you always swipe the card.

  • Can multiple people be logged in at the same time?

    Multiple people cannot be logged in at the same time under the same username. If you would like to have multiple users on your account, please let me know with additional email addresses.

  • How many users can I have?

    You are able to have an unlimited amount of users. The only information we need to have them added is their name and a valid email address. The email address cannot be one that is already in use with another user.

  • What time does the system settle?

    Your transactions will automatically settle at 8pm EST. If you would like for this to be set at a different time, please email customersupport@fattmerchant.com and we can have this updated.

POS Integration

  • What do I need to provide to my POS provider?

    We will provide you with the necessary information that is required by your POS provider as discussed during the onboarding process.

  • Who do I call for technical support of my POS system?

    If your POS system is experiencing technical issues, please call your direct POS representative. If you have any questions regarding a batches, deposits, etc. please email customersupport@fattmerchant.com

Authorize.net Shopping Cart

  • Where is my activation email?

    You will be receiving an activation email directly from National Processing Company, if you haven’t received it within 24 hours after approval please check your spam folder. If you’ve still haven’t received it, please reach out and provide an additional email. Once you have the email, follow the prompts to activate the account.

  • I already have an Authorize.net account. How do I integrate?

    If you already have an account with Authorize.net, we will provide you with a VAR sheet for integration. Once the VAR sheet is created, you will receive it in an email from a member of the Fattmerchant operations team. Once you have the VAR sheet, call Authorize.net directly, and they will be able to get you integrated. We are happy to assist with integration into Authorize.net but you may need to be on the phone to answer any questions.

  • What do I need to activate my shopping cart?

    If you are integrating into a shopping cart, all you need to do is activate your Authorize.net account and then work with your web developer/ representative to get you integrated.

Bring Your Own Terminal (BYOT)

  • How do I integrate Fattmerchant with my current terminal?

    If you are bringing a terminal that you used to take payments with a previous processor, first make sure that the terminal is unlocked. If the terminal is unlocked, please set up a time with Fattmerchant to do a download on to the terminal.

  • Will I be able to take debit?

    In order for a terminal to accept pin-debit transactions, the merchant will need to purchase a pin pad from Fattmerchant. Please reach out for pricing.

  • How long does it take to integrate into my terminal?

    The time it will take to do the download will depend on how you are processing (over internet or phone line). If you are processing over internet, the download time will be approximately 10-20 minutes. If processing over the phone line, the download can take up to 45 minutes. Please allow yourself enough time to have the integration completed.

  • Who do I call for technical support?

    For technical support during business hours, please call 855-550-3288. For after-hours technical support, please call 888-208-7231.