FOR AGENTS OF SIGNATURE CARD SERVICES
Click Here for the most frequently asked questions about Visa Claims Resolution (VCR)
Q: Question: I love Signature’s Agent Resource Center sigagents.com, but I don’t think I’m utilizing its full potential. How can I learn more about it? Is training available?
A: Your Welcome Kit provides a simple tutorial on how to use the portal. We will also be contacting you shortly to welcome you, and if you need additional training, we’d be happy to arrange that.
Q: Where can I find my Sales Agent Number?
A: Your Sales Agent Number is located in the Agent Welcome Letter at the beginning of your Welcome Kit.
Q: Where can I find my password?
A: Your password is located in the Agent Welcome Letter at the beginning of your Welcome Kit. You can also retrieve it from the Agent Resource Center.
Q: Can Signature help me with rate analysis/quote?
A: Yes, we can! We provide complimentary rate analyses. Simply contact us at firstname.lastname@example.org to arrange a review.
Q: Is it possible for me to give another employee restricted access to my agent portal?
A: Yes, we can set your employees up with their own login credentials, with restricted access, to your portal. They will be able to view/respond to submissions and accounts, but no access will be granted to information regarding residuals or your own personal information.
Q: Where can I track my submissions and monitor my merchant accounts?
A: You can access this information on our agent resource center at www.sigagents.com.
Q: Who do I talk to if I have questions about my compensation program?
A: You can contact Aaron Slominski, our SVP of Sales, regarding your agent compensation. He can be reached at email@example.com 888.334.2284 X243.
Q: If I have a residual-related question, who do I talk to?
A: You can contact our agent support team at firstname.lastname@example.org to get all your residual questions answered and concerns addressed.
Q: Why did I receive a negative charge on the account I just opened?
A: Merchants boarded on, or after, the 20th of the month are provided a courtesy fee waiver as the merchant account was recently approved. Signature Card Services is billed monthly fees that agents share according to their Schedule A.
Q: Why did I receive a negative charge on the account I just closed?
A: Signature Card Services is charged a statement and IRS fee for the following month after the closure of a merchant account. Agents pay the corresponding percentage per their Schedule A.
Q: I have a potential merchant, but I am not sure if Signature can place him/her. What should I do?
A: You can contact our underwriting department with any placement-related questions by emailing them at email@example.com . They will advise you on whether or not your merchant can be placed with us.
Q: Can I set a merchant up with an e-commerce merchant account if the website is not ready yet?
A: Yes. We will need to review the website. If the website is not live, however, the merchant can provide a backdoor for our review. The account can be approved with their funds on hold, while the site is being finalized.
Q: What kind of account qualifies for a one-hour approval program?
A: Retail location under $200,000 monthly volume with immediate fulfillment of product & average ticket under $1,000. Principal credit should reflect no bankruptcies or liens
Q: Which application should I use?
A: If you are submitting your application to Merrick Bank and would like to use the TSYS back-end, use the Merrick Bank/TSYS application. If you would like to place a merchant at Merrick Bank on the First Data back-end, use the Merrick Bank FDR application. Note that the Merrick/FDR application has two versions- a Retail/Restaurant Quick Application and a Standard Application. You can use the Quick Application if there is only one principal. If you would like to submit your application to Westamerica Bank, use either the Westamerica Retail/Restaurant Quick Application (if there’s one principal) or the Standard applications.
Q: When can I use an additional location form?
A: If the merchant is applying for a second location with no change in rates, fees, legal name, principle, or EIN, you can use the additional location form.
Q: Do you have a prohibited list?
A: Yes. The list is as follows:
Q: How many hold days will be placed on the account?
A: This will depend on the business type. Established retail locations can be approved with a zero-day hold, while higher risk, card-not-present merchants may be 2-3 days. This decision is made during the underwriting process.
Q: Can you accept applications for e-cigarettes?
A: Yes, you can submit your application to Westamerica Bank. Please contact firstname.lastname@example.org for specific requirements.
Q: Which platforms does Signature work with?
A: Signature works with the following front-end platforms:
We also work with the following back-end platforms:
Q: What Gateways do you work with?
A: Signature Card Services is a reseller of:
Q: What terminals do you support?
A: Ingenico, PAX, Verifone, and FD
Q: How do I obtain a VAR Sheet?
A: A VAR sheet is provided with every new file build.
Q: How do my merchants order more paper?
A: They can order paper from our online store at signaturecard.com.
Q: How do I obtain a Datawire ID?
A: Please email your request to email@example.com
Q: My merchant got a retrieval request. What can I do to help?
A: Any risk-related issues like chargebacks, retrievals, holds, reserve release, etc. are handled by our Risk Department. You can always contact them at firstname.lastname@example.org to see if you can assist in any way.
Q: My merchant is requesting an AMV increase? What’s the procedure?
A: The increase form is located in the form library located at sigagents.com. Have your merchant fill out the form, sign it and email it to us at email@example.com for processing.
Q: When are reserves released?
A: Reserves are released between the 20th and 25th of each month.
Q: My merchant wants to process a large transaction. Can they do it?
A: Yes, but please be sure to provide the following supporting documentation:
Contact Risk with questions and to advise us of any large transactions.
Q: Can my merchant issue a refund on a chargeback?
A: We advise our merchants not to issue credit once a chargeback has been filed.
Q: What is the $25 fee on my bank statement?
A: The $25 fee is billed for all ACH Rejects.
Q: What is the $15 fee on my bank statement?
A: The $15 is a fee that is billed to process a DDA (demand depository account number) change.
Q: When are PCI fees billed?
A: The quarterly fee is billed every three months, towards the middle of the month. Non-compliance fees are billed at the end of each month.
Q: When are accounts boarded onto Control Scan?
A: New accounts are boarded onto Control Scan on the 1st day of the month following approval.