Frequently asked questions (FAQ's)

Useful Telephone Numbers

Authorisation telephone numbers

Over the Counter (OTC) Sales -  01268 822 822
Card Not Present (CNP) Sales -  01268 278 278

Lines are open 24 hours, Monday to Sunday.

Cardnet helpline

For any queries with your Cardnet account, please telephone
01268 567100
Lines are open 8am to 9pm, Monday to Saturday

Alternatively, you can write to us at the following address-

Cardnet Customer Services
Basildon House
Christopher Martin Road
Basildon
Essex
SS14 9AA

Recommended Supplier

Primatel- for further supplies of tally rolls, call Primatel direct on:-

Tel :020  8679 4428
Fax: 020 8679 4420
E mail : enquiries@primatel.co.uk
Website: www.primatel.co.uk

Do I have to bank with Lloyds TSB to use Cardnet?

No

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How much does it cost?

At Cardnet we recognise that no two businesses are the same, and that no two will have the same needs.  This is why we’ll work closely with you to create competitive, tailor-made pricing solution to suit the individual needs of your business. A Cardnet account manager will discuss our charges with you when you contact us.

How long does it take to set up?

You need to allow 10 – 15 working days from when you sign your application forms for your Cardnet account to be set up. (subject to satisfactory completion of our underwriting procedures).

When will I receive settlement?

You should receive funds within your business bank account 4 working days after the transaction, if the settlement is made in sterling.

What is a "chargeback"?

A chargeback is an unpaid transaction returned to us by the card issuer.

Why do I get chargebacks long after the transaction date?

A cardholder, or the Card Issuing Bank has the right to question/dispute a transaction. Such requests can be received up to 180 days after the transaction has been debited to the cardholder’s account, and in some circumstances, beyond 180 days.

Will I still get charged back if I have been given an authorisation code?

An authorisation code only confirms the card number is valid and the funds were available at the time of the transaction taking place. It is not a guarantee of payment.

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Do I need to have an agreement to take telephone or mail orders?

Provided you have received written notification from Lloyds TSB you may accept a telephone or written order from a customer who wishes to pay using a Visa, MasterCard, UK issued Maestro or Solo card.
Visa Electron cards can be accepted for CNP, as long as transactions have 100% online authorisation.

Where do I send any recovered cards?

After recovering a card  (at the request of the Cardnet Authorisation Centre) you should:

• Cut the bottom left -hand corner from the front of the card
• Attach both parts of the card to a Cardnet Card Recovery Advice Form
• Return it to-

Cardnet Rewards Department
Christopher Martin Road
PO Box 209
Basildon
Essex
SS14 9AA

Can I see my Cardnet account on line?

Yes- through My Merchant View.
My Merchant View (MMV) is a secure website, which will enable you to manage your card payments through Cardnet, on line, 24 hours a day, 7 days a week.  If you wish to have a look at the site please go to www.mymerchantview.net and click on the guided tour.