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Frequently Asked Questions

How many days do authorizations stay on the Authorization Screen?
What report shows the breakdown of chargebacks, cash advances, and Visa fees that do not post to a cardholder's account?
How long after we transmit a card issue file is the card created?
I processed a chargeback or photocopy request today for the wrong item. Can it be deleted?
How is it possible for a transaction to post to an account that has been blocked for several months?
A cardholder is disputing a charge from a gas station because his card was stolen. Do I have to order a photocopy of the transaction before I can charge the item back?
What phone number should I give a cardholder to activate his or her card?
What hours can a cardholder report his or her card lost or stolen?

How many days do authorizations stay on the Authorization Screen?
Authorizations for the last 45 days are viewable on the Authorization Inquiry Screen.
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What report shows the breakdown of chargebacks, cash advances, and Visa fees that do not post to a cardholder's account?
The Exception Items Report (113R1) lists all items that should not post directly to a cardholder's account. All items on this report need to be hand posted directly to a general ledger account.
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How long after we transmit a card issue file is the card created?
Here are our standard card - turnaround times, quantities listed are per BIN:
1 to 250 cards - one business day
251 to 2,000 cards - two business days
2,001 or more cards - three business days
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I processed a chargeback or photocopy request today for the wrong item. Can it be deleted?
You can delete chargeback and photocopy requests entered into the system on the same day before 5:00 pm Pacific Time by using the cancel outgoing transaction screen (1.2.9 for Visa or 2.2.9 for MasterCard).
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How is it possible for a transaction to post to an account that has been blocked for several months?
A merchant can force a transaction through without obtaining an authorization or after receiving a declined authorization. If the amount of the transaction is above the merchant's floor limit, you may have chargeback rights. See chargeback reason code 71 (Authorization Request Declined) and reason code 72 (No Authorization).
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A cardholder is disputing a charge from a gas station because his card was stolen. Do I have to order a photocopy of the transaction before I can charge the item back?
If the Merchant Category Code (MCC) of the transaction is 5542, you don't have to order a photocopy before you can charge it back. A MCC of 5542 indicates the transaction took place at an automated fuel dispenser. Signatures aren't required for these pay-at-the-pump dispensers.
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What phone number should I give a cardholder to activate his or her card?
If your financial institution uses Pemco's Card Activation System, the number is 800-411-6390.
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What hours can a cardholder report his or her card lost or stolen?
Our lost/stolen card service is available 24 hours a day, seven days a week by calling 800-682-6075.
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