Q: How is our go-to person when we have a client who needs to onboard with CardPointe?
A: For onboarding new accounts, we have to follow the process of creating the New Account application listed in the Onboarding Article CardPointe Onboarding:Submitting application Part 1 . On the other hand, if we are onboarding a client with multiple locations, we should submit the New Application form and send over the Multi-location form to CardPointe. The contact person is Buffy Ensing ([email protected]).
Q: What fees are changed annually, and which ones monthly? Is there any other type, like a one-time fee?
A: Here's a breakdown of the fees Fiserv charges
Q: How does the system behave in case a client has an increase in the monthly volume?
A: Nothing changes within the system. It's the amount that was submitted at the time. If we enter $10,000 as a monthly volume and then they gradually go to $12k, $15k, etc., the system will grow with them and we don't have to change it in the backend system. Only if a big jump happens, Fiserv will need to know why it happened. For example, if a monthly volume increases from $10k to $100k a month. Fiserv will be looking for fraud if the increase is drastic.
Q: What % of processing is used for corporate catering up to 60 days in advance? They are looking to find out how much is corporate vs consumer catering as corporate catering tends to have longer lead times. What % is charged 0-7 days in advance 8-14 days in advance 15-30 days in advance 31-60 days in advance.
A: CardPointe does not track order placement or fulfillment windows, so we cannot calculate lead time percentages (e.g., 0–7 days, 8–14 days) directly in CardPointe. To report on this, you would need to use order data from your POS or ordering system and segment by lead time before fulfillment.
Q: Lunchbox has both native ordering and catering in the same ordering UI and typically under the same MID. So, as an example, I have a restaurant partner who has native ordering and their average order is 50 bucks, but then they got a catering order for $5,000. Is there a setting inside of CardPointe dashboard that will not allow an order to be accepted over a transaction amount?
A: No, the orders won't be canceled or auto-canceled if they are over a certain amount. What can happen is that those orders get flagged. So, it's quite important to calculate average monthly volume according to all service types available per location. Also, the next time that client has an order of over $5000 and it is processed without issues, the system won't flag it. It will flag transactions again if there is a significant increase in the order amount compared to the average monthly volume.
Q: How does a transfer of ownership work? Does every new partner need a new MID, or can you reuse the existing one by just updating the owner details and bank account in the dashboard?
A: It depends on the type of ownership change. If the Tax ID changes, a new application is required, which means a new MID must be created, because there's a new legal entity and signer involved.
However, if the Tax ID stays the same and only the signer changes (e.g., a new manager takes over), then CardPointe can process a signer update without creating a new MID. In franchise cases, whether each location gets its own MID depends on how the franchise is structured:
If each franchisee operates as a separate legal entity, they’ll typically open their own accounts with unique MID's.
If an existing owner sells their location and the new owner takes over 100% ownership, then a new MID is required to reflect the ownership change.
Q: Is there terminology around the type of account that is needed to make sure that the proper accounts being created?
A: That is outside the Lunchbox integration for CardPointe. Anytime someone wants to use the Lunchbox <> CardPoint integration, they have to apply through Copilot. It generates the Merchant ID number that's associated with the Lunchbox integration, which then sets up the credentials correctly for that integration.
Q: If a client (merchant) renegotiates their credit card processing rates, how do we make update in their application?
A: The update process depends on whether the merchant is lowering or increasing their rates:
If the rates are being lowered:
Submit a support ticket to CardPointe requesting the rate adjustment. Be specific about which fees are being reduced and submit the request as soon as the new rates are finalized.
If the rates are being increased:
A signed pricing page is required to authorize the fee change. Here’s how to do it:
Access the merchant’s original application in the Copilot dashboard> Partners> Documents tab (currently, we don't have access to it)
Locate the pricing pages and update the relevant rates (e.g., increase from 10 to 20 basis points).
Leave other fees unchanged unless they’re also being updated.
Have the original contract signer sign the updated pricing pages - only the pages where pricing changes are made.
If the form is electronically signed, include a copy of the signer's driver’s license to verify the signature.
Submit the signed pricing pages to the Fiserv/CardPointe team for processing.
Q: Is there an SLA on attestation of PCI compliance?
A: Once an application is submitted and approved, the client has about 60 days to complete their PCI compliance.
Q: What are the repercussions of not completing PCI compliance within 60 days?
A: There's a non-compliance fee that gets charged. The initial non-compliance fee is $29.95. A year later it increases and then it starts to increase every six months.
Q: Does the client get notified when the PCI compliance is about to expire?
A: The contract signer gets notified via email. The client needs to renew their PCI compliance certification every year.
Q: When we were submitting a new bank account, we ran into issues in the past with other processors where, if it wasn't submitted under the same LLC name, the payment instrument would be rejected. They had to resubmit it using a bank account with a matching LLC name. Does that happen with CardPointe?
A: For the initial application, when the merchant enters their bank information, there isn’t a strict check against the LLC name. There may be a basic validation to confirm it’s a legitimate account, but there’s no requirement to submit a bank letter or voided check at that stage. If the bank account verifies, and how exactly it verifies is more of an underwriting question, it will be submitted and approved without needing to match the legal entity name precisely.
However, if the merchant is changing their bank account after the initial setup, then yes, they must submit a bank letter or voided check, and the name on that document must match what’s already in the system. That name can either be the DBA (Doing Business As) or the legal business name, but it must be consistent with what's on file for the update to be accepted.
Q: If additional verification is requested during the underwriting process, is there a secure way to upload additional documents via CardPointe dashboard?A: Yes, they can upload documents through the ticketing option. In the top navbar, they should select Support> Ticketing> reason for a ticket can be Legal Tax ID or DBA name change or Bank Account change
Q: If a restaurant is closing, are there any particular procedures that need to be called out to close that account?
A: No, just a notification submitted to close the account. It needs to be documented via Copilot dashboard