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Are Your Competitors Scamming Merchants?

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It’s hard to win when competitors aren’t playing fair. Here’s a list of the acquiring industry’s most common scams. You’ll suffer if you let rivals get away with them.

Terminal leasing. An agent convinces a merchant to pay a set monthly fee, plus tax and insurance, for a set number of months. Let’s say the agent charges $119 a month for 48 months.

That’s simply too much. A terminal costs $500 wholesale, or $700 retail, but the agent collects $5,700 over four years. To make matters worse, some merchants are still making lease payments 20 years later because they failed to cancel at the end of the contract.

A monthly payment of $29 to $49 makes more sense.

Remember, however, that “rent-to-own” and “month-to-month” aren’t inherently bad. Don’t judge an agent’s intent solely on the amount a merchant is paying. The deal may include options like gift cards.

Some agents shy away from those practices, regarding them as unethical. That can prevent them from signing restaurants or fleets because they don’t have the resources.

Forty types of fees. Agents may trumpet the main rate and keep quiet about additional fees. For merchants, it’s like agreeing to buy a car for $X, only to discover the true cost amounts to $X + $50 + $100.

Savvy merchants calculate their “effective rate” by adding up the fees on a monthly statement, dividing the total by their statement’s credit card net sales and multiplying that by 100.

Deceptively low rates. Salespeople can offer a rate lower than a merchant is qualified to receive. That happens in tiered pricing where the agent quotes the merchant the debit card rate without mentioning downgrades for transactions that don’t qualify. We’ve all seen ads offering processing at 1.39%. Merchants don’t know the right questions to ask. A merchant’s swiped credit and rewards card transactions should generate a large difference when the effective rate is determined for the month.

Phony offer of $500. The agent tells a merchant that, “If I can’t save you any money on your monthly contract, I’ll give you $500.” What the agent really wants is a look at the current contract. No matter what the document says, the agent can vow to beat the rate.

How? By failing to mention that some of the fees that will show up on the statement.

Also consider a company paying straight interchange with no other fees. An agent could offer to pay $5 a month just to process with his company for the next two or three years. It would cost the processor $120 to $180, plus the cost of the setup, but it would eliminate a $500 payout. But no merchant would even switch for $60 a year savings, so the proposal is just to avoid the payout.

Several merchants I know switched merchant-services providers based on such calculations and ended up not only paying more for transactions but also paying $50 a month to lease a new terminal.

If you win a merchant on pricing, you’ll lose him on pricing. Focus on value and show merchants how this gimmick works.

Flat rate for all transactions. Merchants like the idea of a flat rate. If an agent doesn’t train a merchant to know how it works, the merchant will likely jump at the offer. The problem is that low rate of 1.45% + $0.20 on every transaction is actually the rate above Interchange. The agent, when challenged, will reply “I meant over Interchange.” But by that time your client will be your former client.

PCI standards. Unscrupulous agents pressure merchants into buying or leasing unneeded point-of-sale equipment by falsely claiming their systems can’t comply with the Payment Card Industry data security standards.

Agents who use that tactic usually insist merchants could be exposed to massive fines.

Defend yourself by keeping records of your merchants’ equipment, and when it falls out of compliance, give the merchant options. As the EMV deadline approaches, you can use your equipment spreadsheet to determine which merchants need updated equipment.

“Free” terminals. So-called free terminals are really loaners that merchants lose if they switch processors. If they change merchant-services providers, merchants have 10 days or so to return the equipment or else the acquirer debits the full amount specified on the terminal agreement form.

Such terminals don’t even qualify as “free use” equipment because they general come with minimum requirements for rates, monthly fees, monthly minimums and other fees.

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ISOs and agents are learning the power of merchant cash advances for differentiation, profit and retention. We explore that potential in this issue and also offer advice on whether to offer merchants an advance or a loan. Meanwhile, we look into vending machines as an opportunity for ISOs and conduct an inquiries into how ISOs and agents can nudge retailers toward data security. Last but not least, we urge ISOs to keep up with technology so that they can keep their clients informed.
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