Please use this page as a resource to find the solutions to the most frequently asked questions concerning:
CREDIT CARD PROCESSING.
TOPICS CONTAINED IN THIS SUPPORT SECTION
What is the "SIGNATURE PANEL (CVV2) CODE" and what should I enter
How to do a CREDIT CARD REFUND
How to process a credit card REFUND if the CARD NUMBER is NOT known
How to process a credit card REFUND if the "AUTH" NUMBER is NOT known
How to Run the "END OF DAY" report on SPOTCHECK
Credit Card response is "CALL VISA"
Credit Card response is "REQUEST CARD 705" or "REQUEST CARD "714"
How to enter an INVOICE NUMBER for a credit card transaction
How to do PRE-AUTH for a credit card
Credit Card transaction FAILS with message "REF CODE"
Credit Card transaction FAILS with message "INVALID FORMAT"
Screen says "INVALID CARD TYPE"
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What is the SIGNATURE PANEL (CVV2) CODE and what should I enter?
SOLUTION
The Signature Panel (CVV2) code is a fraud prevention code used by VISA and MasterCard. This code is used when a credit card is processed by a manual "keyed" entry. It is not necessary when the card is swiped. The code is found on the reverse side of a VISA or MasterCard on the signature stripe as shown in the graphic below:
Here are the steps required to enter the signature panel code:
Step 1. Enter the card number and expiration date as you would normally do.
Step 2. At the next prompt enter the 3-digit code from the reverse side of the credit card.
TIP: If you do NOT have the signature panel code then at the prompt press the "Enter" key.
Step 3. The next prompt will ask you why you did not enter the signature panel code at the previous prompt. Review the three (3) choices presented and then press the number key of your selection.
TIP: The choices are as follows:
1. Code is illegible
2. Code is not on the card
3. Cardholder did not provide the code
Step 4. Proceed to complete the transaction by answering the remaining questions.
How to do a CREDIT CARD REFUND?
SOLUTION
Step 1. From the SPOTCHECK main menu chose #2 "Financial" and the menu will change.
Step 2. At the next menu chose #1 "Credit Card." Again the menu will change.
Step 3. Now chose #2 for credit card refund.
Step 4. Follow the instructions on the screen. At one point it will ask for the "authorization number" and this can be found on the original credit card receipt or the audit trail for that day. When the refund is completed give a copy of the receipt to your patient and keep a copy for your records.
TIP: Some terminals may ask for a password to process a credit card refund. You must have the password. If you do not have the password ask your supervisor. If you cannot locate your password then call the SPOTCHECK help desk at 800-233-7768 to report the problem. Please leave your direct contact number so that when we have approval to release the password to you we can do so.
How to do a credit card refund if the CARD NUMBER is NOT known?
SOLUTION
If you do not have a copy of the credit card receipt you may be able to retrieve the credit card number by running an "Audit Trail" report for the day the credit card was run.
TIP: The audit trail report will only store credit card transactions for the previous five (5) days. If the refund if for a transaction run prior to the last five (5) days you should call the SPOTCHECK help desk or your bank merchant card help desk for assistance.
To run the audit trail, from the Main Menu of the terminal press the 3 key (End of Day), then press the 1 key (audit trail). Enter the date you are looking for.
How to do a credit card refund if the "AUTH" number is NOT known?
SOLUTION
If you do not have a copy of the credit card receipt you may be able to retrieve the "auth" number by running an "Audit Trail" report for the day the credit card was run.
TIP: The audit trail report will only store credit card transactions for the previous five (5) days. If the refund if for a transaction run prior to the last five (5) days you should call the SPOTCHECK help desk or your bank merchant card help desk for assistance.
To run the audit trail, from the Main Menu of the terminal press the 3 key (End of Day), then press the 1 key (audit trail). Enter the date you are looking for.
How to run "END of DAY" on SPOTCHECK
SOLUTION
The "End of Day" function is related to credit card processing. These functions help you in reconciliation of your financial transactions.
Step 1. From the SPOTCHECK main menu, select #3 "End of Day."
Step 2. Press the "1" key to run an Audit Trail. This report will be a detailed report of all transactions processed by the terminal.
Step 3. Enter the date of the audit trail you are looking for. The date format is MMDDCCYY. Press enter and the report will print. If there are no records for the date requested the terminal will show "Not Found".
TIP: You can run an audit trail for today's date or up to five (5) days prior.
Run a "Host Total." This report will be a summary of the dollar amount processed by the credit card "host" processor. This total should match the total of the audit trail report for a particular day.
Step 4. From the SPOTCHECK main menu, select #3 "End of Day."
Step 5. Press the "3" key to run a Host Total.
Step 6. Enter the two (2) digit code for the type of credit card transactions you are looking for.
TIP: For Visa/MasterCard enter "51". If you accept Discover card the code is "61". If you accept American Express the code is "71"
Running a credit card transaction and getting a response “CALL VISA”
SOLUTION
"CALL VISA" happens when a card is cancelled, over the credit limit, new and/or used excessively in a short period of time. When the user sees the message, they call their bank card processor for telephone for verification. If the charge is authorized by the processor then the user needs to force a charge using the SPOTCHECK "Pre Auth" function.
TIP: The number to call for telephone authorization is in your user guide. For the following processors you may call these numbers:
Moneris Solutions: (800) 228-1122
Bank of America: (800) 936-2632
Teleflora: (800) 944-1111 - Give your voice authorization bank # of 256300 followed by your merchant ID number.
Running a credit card transaction and getting “Request card 705” or “Request card 714”
SOLUTION
How to enter an INVOICE NUMBER for a credit card transaction
SOLUTION
The terminal requests an invoice number when a credit card charge is entered manually (not swiped). If SPOTCHECK asks for patient's invoice number when running a credit card transaction, enter the patient account number or chart number or some number that pertains to that patient. The press the enter to go to the next step.
How to do a PRE AUTH for a credit card transaction
SOLUTION
If SPOTCHECK says to call "VISA" or call 'MASTERCARD" then you need for call for an authorization # to process the charge.
TIP: If you do not know the number to call look in your SPOTCHECK manual in chapter 3 on the second page. It will have the number for you to call for voice authorization.
Once you have the auth # you will need to force the charge by following these steps:
Step 1. From the SPOTCHECK terminal Main Menu press the 2 key (Financial)
Step 2. From the Financial Menu press the 1 key (credit)
Step 3. From the Credit Menu press the 3 key (Pre Auth)
Step 4. Run the credit card payment just as you usually do and at one point it will ask for that auth number you obtained.
Credit Card transaction FAILS with message "REF CODE"
SOLUTION
This error message is related to the processing of a "keyed" charge and the entry of the Signature Panel Code. If you received this message then you did not follow the correct steps to enter the reason the Signature Panel Code was NOT entered.
Here are the steps required to enter the correct value when signature panel code is not known:
Step 1. At the prompt to enter the Signature Panel Code, if you do not have the number press the Enter key.
Step 2. The next prompt will ask you why you did not enter the signature panel code at the previous prompt. Review the three (3) choices presented and then press the number key of your selection.
TIP: The choices are as follows:
1. Code is illegible
2. Code is not on the card
3. Cardholder did not provide the code
TIP: You MUST enter one of the values. Do NOT press the enter key at this point without entering a value or you will receive the error message again.
Step 4. Proceed to complete the transaction by answering the remaining questions.
Credit Card transaction FAILS with message "INVALID FORMAT"
SOLUTION
This error message is related to the processing of a "keyed" charge and the entry of the Signature Panel Code. If you received this message then you did not follow the correct steps to enter the reason the Signature Panel Code was NOT entered.
Here are the steps required to enter the correct value when signature panel code is not known:
Step 1. At the prompt to enter the Signature Panel Code, if you do not have the number press the Enter key.
Step 2. The next prompt will ask you why you did not enter the signature panel code at the previous prompt. Review the three (3) choices presented and then press the number key of your selection.
TIP: The choices are as follows:
1. Code is illegible
2. Code is not on the card
3. Cardholder did not provide the code
TIP: You MUST enter one of the values. Do NOT press the enter key at this point without entering a value or you will receive the error message again.
Step 4. Proceed to complete the transaction by answering the remaining questions.
POS Screen says "INVALID CARD TYPE"
SOLUTION
This error message is related to the type of credit card that you are trying to process. Most all terminals are set up to process VISA and MasterCard cards. To process American Express or Discover cards, extra enrollment steps are necessary. If you are attempting to process a type of card that you are not enrolled for, then this message will appear. If you would like to process additional card types please call Spot Check for assistance.
TIP: This message may appear whether you try to swipe a card or key enter a card number.
