For onboarding new customers, we use an online boarding tool. After contacting our sales employee, you will receive an offer by e-mail. If you accept this offer, you can digitally sign the contract.

During this online boarding, you will be asked to provide your proof of identity in the ID portal. Our KYC (Know Your Customer) and Risk department will check all the details and once there is an agreement we will make sure everything is ready for transactions to take place. If you have ordered a Clover or PAX payment terminal, you will receive it within a few days.

Our KYC department may have additional questions about your company. In this case, our sales employee, with whom you have already been in contact, will request this.

You can easily make these changes by filling in the relevant form and sending it in. Send the completed form to contact.nl@fiserv.com.

Forms change or add payment terminal: Download

Form to change currency account: Download

You can easily make these changes by filling in and sending the relevant form. Send the completed form to contact.nl@fiserv.com.

Form change of address: Download

Form to change bank details: Download

Form change contact details: Download

Form to change company details: Download

When a business is taken over, it is important to ensure continuity in payments.

In the event of a takeover, you should terminate your agreement with us. Contact us for this, and we will help you do so.

For continuity of payments, it is important that you ask the new owner to contact Fiserv.

At Fiserv, we strive to ensure a smooth and enjoyable experience for all our customers. However, we understand that there may be times when things don't quite go to plan. We want to assure you that we will make every effort to resolve any concerns and improve your experience.

Do you have a complaint or feedback you would like to share with us? We really appreciate it, as it allows us to learn and continuously improve our service. First of all, you can contact us via the online contact form.

Did things still turn out differently than expected? Then you can submit your complaint by email to:

E-mail: complaints.nl@fiserv.com

Unless otherwise specified in the Merchant Agreement, the Agreement is entered into for an indefinite period. You or Fiserv can terminate the Agreement by giving the other Party at least 30 days' written notice. More information about your Agreement can be found in our General Terms and Conditions. Do you have a CCV PAX payment terminal? Then a different notice period may apply. You can find this in our payment terminal conditions.

In other cases, please note that you pay an annual fee. Our Customer Service can check for you when the contribution is charged.

INSERT VIDEO

1. Log in to your Clover Flex.

2. Open the Pay app.

3. In the screen that opens, enter the amount to be paid and select "Checkout".

4. If you want to associate a transaction ID with the transaction, enter a reference ID. If not, click "Skip".

5. Your customer can present a card and checkout.

INSERT VIDEO

1. Log in to your Clover Mini.

2. Open the Pay app.

3. In the screen that opens, enter the amount to be paid and select "Checkout".

4. If you want to associate a transaction ID with the transaction, enter a reference ID. If not, click "Skip".

5. Your customer can present a card and checkout.

We pay out: your turnover, minus the costs for Fiserv services.

We process payouts on business days (Monday through Friday). On all business days this is done before 10:00 am. Weekend payouts take place in 3 batches. The first payment is made before Monday morning 10.00, followed by two additional payments before 14.00. Depending on your bank, the payment may be credited to your account throughout the day.  

In some cases and for certain industries, at the time of application Fiserv may suggest a longer payment period when reviewing. 

Your bank statement will show the transaction date and a description of the payment for each disbursement. Please note that Fiserv transfers the money to your bank, but the availability in the account is determined by your own bank. 

There are several possible reasons why a payment has not been received:

• Fiserv does not pay out directly in the morning. The payout can be credited to your account throughout the day.

• After the weekend or after a holiday, payouts for multiple days are prepared at once. This can result in the payout being credited to your account at the end of the day.

• It is a (international) holiday, in which case no payouts take place.

• You have a negative balance with Fiserv.

• There is an incorrect bank account number (for example, incorrect IBAN). We then block the payment until we have a correct account number.

• An automatic debit could not take place.

• The payout has been offset with the amount that could not be debited via automatic debit.

• There is a disruption. Check our disruption page for current disruptions.

• If no disruption is known, check the disruption page of your bank.

Authorisation is part of every transaction with a debit card, ensuring sufficient credit is available on the payment account. When a transaction is approved by Mastercard/Maestro, the amount is temporarily reserved.

Mastercard/Maestro distinguishes two types of authorisations:

• Pre-authorisation: Used in industries like travel, rental, and e-commerce. Here, the cardholder provides their card as collateral, and the merchant reserves an amount on the card. The debit card isn’t charged immediately, but the amount is temporarily held until the final transaction occurs. Examples:
  • Booking a hotel room three weeks in advance.
  • Reserving a car rental deposit.
  • Holding an amount for an online store with variable shipping costs.
• Final authorisation: This involves a simultaneous authorisation and transaction. The reserved amount is immediately processed as a transaction. Examples:
  • Buying shoes paid directly in-store or online.

New Mastercard rules apply to final authorisations, including guidelines to ensure cardholders aren’t unnecessarily restricted in their spending:

• Uncompleted final authorisations must convert into transactions within 4 working days.
• Authorisation and transaction amounts must match.
• Canceling final authorisations is prohibited.

Failing to comply results in fees of 0.25% of the amount, with a €0.03 minimum.

Example calculation:

A transaction of €100 is not authorised according to Mastercard/Maestro's new guidelines, meaning an additional amount of €0.25 (0.25% x €100) will be charged.

Mastercard/Maestro identifies all 'non-reservations' (read pre-authorisations) as final authorisations. To minimize the risk of additional costs, we advise you to consider the following:

For offline payments (payments via payment terminal):

• Ensure that the software of your payment terminal is always up to date. In case of doubt, contact your payment terminal supplier.
• Clearly ask the cardholder in advance what the preferred payment method is; aborted transactions are often authorised but not converted into a transaction.
• If an already authorised transaction is canceled, process the entire authorised amount as a refund.
• Ensure that the connection of your payment terminal is good (regularly check cables, internet connections).
• Ensure that the cardholder does not remove the card from the payment terminal during the payment.

For online payments:

• When ordering and paying from abroad, ensure that the amount and currency of the final authorisation are the same as those in the transaction amount.
• Be clear to your customers. If they reserve a ticket or hotel via the internet with you, clearly communicate that the booking is not binding and cannot be canceled. Include this in your Terms and Conditions, in the terms of ordering and delivery, or in the frequently asked questions on your website. Provide a clear order button stating that it is an order with payment obligation.
• If you sell products, make sure to clearly state on your website what the conditions are for ordering through your website. Explain that the order and payment cannot be canceled but that the buyer will get their money back if they return the order within 14 days.
• Ensure that you finalize a payment within 4 days after the final authorisation. If a payment is canceled, process the entire authorised transaction amount as a refund.
• Explain to your employees what the new rules of Mastercard and Maestro are to prevent inconvenience regarding your customers' payments.

You can cancel an authorisation within 5 working days using the payment terminal.

If that doesn't work, you can contact customer service.

Depending on the card issuer, they may be able to assist.

After you have become a customer of Fiserv, your Merchant Portal account will be activated automatically. Once activated, you will receive an activation email.

Based on this email, your Merchant Portal account can easily be activated in a few steps.

If you no longer have the activation e-mail, you can still create a new password. This is done by clicking on forgotten password on the Merchant Portal homepage and entering the e-mail address you entered for communication. You will then receive an e-mail with instructions on how to easily create a new password.

On the homepage of Merchant Portal, you can easily request a new password yourself by clicking on "forgot password". There, enter the e-mail address you entered for communication. You will then receive an e-mail with instructions on how to easily create a new password.

As a main account user, you cannot change your personal data yourself for security reasons. This can be done via our contact form or via the support section in the portal.

Other users you have created yourself can change or delete your personal details. 

In the 'users' settings menu, select user management. Here is an overview of all users. Next to the user's name, you see two options:.

• Pencil icon: here you can change user data (name, preferred language and role).

• Toggle (slider): here you can terminate a user's access to the profile.

A chargeback is when a cardholder disputes a transaction, and the card issuer reverses the payment. This typically occurs when the cardholder believes the transaction was unauthorised, the product or service wasn't delivered, or the goods/services did not match the description. The chargeback process allows consumers to get their money back, but it can also result in penalties and financial losses for merchants.

Example:
A customer buys a pair of shoes online for €100. After receiving the shoes, they realize they’re not as described on the website (e.g., the colour or size is wrong). The customer contacts the merchant for a resolution but gets no response. As a result, the customer disputes the charge with their bank. The bank investigates the claim, and since the merchant fails to provide proof that the transaction was legitimate or the product was as described, the bank reverses the payment, returning the $100 to the customer. The merchant loses both the money and potentially faces additional fees for the chargeback.

Chargebacks can occur for a number of reasons, but the most common are due to fraudulent transactions, customers not receiving their purchased items, or products/services not matching their descriptions.

Chargebacks can lead to lost revenue, additional fees from card schemes, and administrative burdens. Excessive chargeback rates can also result in higher fees or the termination of your payment processing agreement.

Merchants can minimize chargebacks by:

• Delivering high-quality products and services as promised.

• Maintaining accurate marketing materials and clear terms and conditions.

• Responding promptly to customer inquiries and complaints.

• Using transaction authentication tools to prevent fraud in e-commerce.

The costs of chargebacks include the lost sale, additional scheme fees, and the time and resources spent defending disputes. For small businesses, these costs can be particularly impactful, emphasizing the importance of prevention strategies.

The migration from Maestro and VPay to Visa Debit and Mastercard Debit  brings broader consumer protection to cardholders. Mastercard and Visa Debit cards have identical chargeback rules as their respective credit card products. The biggest change will be seen in the POS environment; for example, a Debit cardholder may file a chargeback if the tailor they paid to make their wedding suit goes bankrupt before delivering the product, which wasn’t possible with Maestro or VPay. Merchants should familiarize themselves with these changes and their obligations. This is especially important if you will be accepting new payment methods as a result of this migration, such as accepting payment over the telephone (MOTO).