Frequently Asked Questions - FAQ

These are some common questions that our staff felt might make your decision easier.

What is a Merchant Account?

A merchant account enables you to increase your sales by offering several payment options to your customers. Credit, debit, EBT (food stamps), check services, gift and loyalty. The more payment options you offer the more you can grow - it’s the only way to succeed in today’s highly competitive business environment. At Xenex Merchant Services we are your single source solution for all your credit and debit card processing needs. We have been serving the retail community since 1993 nationwide, and have propelled the growth of thousands of small, medium, and large sized businesses. Our dedicated team of experts is committed to your success.

While we have a long list of pre- approved businesses there is a few which we do not. Click here to see a list of "Unacceptable Business".

Applications are reviewed on a case by case scenario and several factors are taken into consideration. Having a low credit score will not automatically disqualify your application.

All you need is a device or method to submit your transactions. You may use a conventional POS terminal, a computer or smart phone.

You can expect very competitive processing rates and excellent service - 100 percent of the times. Xenex prides itself in its ability to provide merchants with unbeatable rates with courteous and knowledgeable staff. Our 24 hour technical support and secure online reporting on your account mean you always have access to us and to your account.

At Xenex you always have access to live customer service. Our toll technical numbers are all you need to get help fast 24 hours a day!

888-918-4409 (during business hours – 9 a.m. – 5 p.m. EST)

800-705-2559 (outside business hours)

A chargeback occurs when your customer contacts his bank (referred to as the issuing bank) and disputes a charge made to his credit card account by your business. While the chargeback is being investigated the issuing bank would normally temporarily credit the disputed amount to the cardholder’s account and your merchant account is debited for the same amount.

The Chargeback Processing Center will write to you when there is a charge back against your account. The bank will request from you certain documentation such as copy of the signed sales receipt. Try to provide this information promptly so that bank may carry out a timely resolution.

If you are doubtful that your customer is authorized to use the credit card that has presented for payment, there are a couple precautionary measures you can take. Get a copy of the customer's Driver's License. Compare the signatures on the Driver's License with that on the credit card. If you are still in doubt do address verification by calling:

VISA: 800-847-2750/2766 | MASTERCARD: 800-622-7747 | DISCOVER: 800-347-7052 | AMEX: 800-521-2121

If you are still not comfortable, simply refuse to accept the card as a method of payment.

PCI is the abbreviation for Payment Card Industry. Payment Card Industry Data Security Standards (PCI DSS) is a worldwide information security standard defined by the Payment Card Industry Council. The rising incidence of compromised cardholder account data is a major concern for all participants in the payment industry. The PCI DSS has developed standards and procedures aimed at safeguarding cardholders’ account information. At Xenex Merchant Services we deploy only certified PCI compliant hardware and software to our merchants. You can learn more about protecting cardholder account data at www.pcisecuritystandards.org

¹ Application must be submitted by 12:00 PM EST

Please email us at customerservice@goxenex.com
or call us during normal business hours (9 - 5 EST) toll free 1-888-918-4409.