We have long said how we pride ourselves on our customer support. When merchants, partners and prospects call our Portsmouth, N.H. offices, we answer and do our best to solve their inquiries.
Recently, as we finalize a major redesign of our website, I came across our payment processing FAQ pages – seven of them actually – that had been written and comprised by an employee who has since moved on. Thinking seven FAQ pages might be overkill, I read through them and marveled at the breadth of the issues they covered. I also was impressed by the simplicity in which the pages were written – particularly the simplest questions (that folks might be afraid to ask).
My predecessors knew what they were doing when they developed these pages. I wish I knew of them prior to entering the payment processing industry.
Who views our payment processing FAQ pages?
Out of sheer curiosity, I researched the search volume of our payment processing FAQ pages through Google Analytics, knowing the numbers would likely be low, and I was correct: Less than 70 views last week on our FAQ pages.
I’ll step out on a limb and attribute that to the mass amounts of phone inquiries we receive – which we encourage.
Trust me on this one: Our payment processing FAQ pages are worth a read, especially for prospective and newly boarded merchants.
Some highlights of our FAQ pages
On our general payment processing FAQ page, one question stood out:
How many websites can I link to my merchant account?
We get this all the time (The short answer: as long as the website pertains to your industry, as many as you’d like).
There are also these:
- How much do I need to process each month to maintain my merchant account?
- What’s the maximum dollar amount I can process for one transaction?
- If the nature of my business changes, can I still accept payments?
- What is the difference between authorization and settlement?
- If the process is less than the monthly amount, can I still get paid?
It’s not that we don’t want to hear from our merchants, partners and prospects, we do. We’re available Monday through Friday, 8 a.m. until 6 p.m. US eastern time.
But if you have a question for us, it’s likely you’ll find the answer on our payment processing FAQ page.