1. How do I get started with ChargeGateway?
Simply review the steps on our getting started page or contact a member of our sales department at 1-888-748-9636 toll free or 905-507-8151 in the Toronto Area.

2. What does it cost?
Our rates for merchants with merchant accounts are posted online on our commerce services page.

3. What do I need to get started?
What you need is Internet access and a product or service you wish to sell. If your product or service is being sold over the Internet then you will also need a website. Please check out our parent company The Capris Group for custom shopping cart development and hosting plans.

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4. What services do you provide?
We offer a variety of transaction processing services. A complete list of services with detailed descriptions can be found on our services page.

5. What credit cards do you support?
ChargeGateway supports the following credit cards:

• VISA
• MasterCard
• American Express Card
• Discover Card
• JCB
• Diners

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6. What do you do to ensure reliability?
We use enterprise class servers configured in a redundant array. Our equipment is protected in a secure environment against natural disasters and power outages and is monitored 24 hours per day. Support staff is available to help you with any questions or trouble you are having during normal business hours. Email any questions to technical support team, or call 905-507-8151, 9AM to 6PM Monday through Friday EST.

7. Does ChargeGateway do web design?
Please visit our parent company The Capris Group for custom developed shopping carts and hosting plans, as well as Capris Graphics for web graphics & design.

8. How is my site linked to ChargeGateway?
If you are hosting your site on another web server, a link must be placed from your site to our secure server during the final purchase stage. Purchase information is passed to our server where your customers can enter their credit information and complete their purchase. Alternatively, we also provide APIs which allow you to pass transaction information to us from your own secure server.

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9. Do you offer a shopping cart?
Our solution works with majority of "out of the box" shopping carts, in addition we will be launching a hosted solution, which will include customizable shopping cart, inventory management and more.

10. How are customer disputes handled?
Often referred to as a chargeback, a customer can dispute a credit card charge for a variety of reasons. Visa, MasterCard and American Express can then chargeback the transaction amount to the merchant. Under the Merchant Agreements with Visa/MasterCard/Amex they do not guarantee non-face to face credit card transactions even though the original transaction was approved. A transaction can only be guaranteed if the merchant saw the card and has a signature from a receipt. ChargeGateway works with the merchant to resolve these disputes.

11. How are refunds credited to customers?
The merchant would normally process refunds to ensure that they are accurate and justified. ChargeGateway provides a flexible software "POS" interface free of charge that you can access through your web browser for refunds and manual transaction processing.

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12. What auditing services do you offer?
We offer extensive auditing of all merchant transactions. Merchants can search transactions based on a variety of variables and retrieve processing details (this does not include the full credit card number).

13. What types of reports do you provide?
We track three types of information on behalf of merchants. We provide both summary and detail reporting of transactions and dollar volumes. Transaction detail reporting provides extensive information on each transaction and can be sorted by a wide range of variables including:

• Order, date and time
• Transaction type
• Transaction origin
• Dollar Amount
• Card type

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14. Can you provide electronic delivery of products upon purchase?
Yes. Prices for this service vary by the size of the download and the number of products available for sale. Please contact sales for more information.

15. Are sales restricted to Canada and the U.S.?
No. You can sell your products globally.

16. How are currency conversions dealt with?
Normally the merchant would have both Canadian and U.S. dollar accounts at their financial institution. The merchant would then determine to which account a specific transaction would be deposited. If this is not the case, then the card issuer would perform a currency conversion at their posted rate at the time of the transaction.

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17. In what currencies can the merchant request payment?
At this time a merchant can request payment in either Canadian or U.S. dollars.

18. Who can I call if I am having difficulty?
You can contact either your dedicated customer support representative or our technical support department if you believe that your transactions are not being processed or you are having difficulty accessing our site. Contact 905-507-8151 or email support@chargegateway.com

19. Do you service merchants outside of North America? TOP
Yes. Subject to the provisions listed below regarding merchant types and any export/ trade restrictions, we will provide services to merchants globally.

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20. Is your site available in other languages? TOP
At this time our site is only available in English. Our processing engine is available in both French and English. Additional languages will be supported in the near future.

21. Are there types of merchants that you do not accept? TOP
Yes. Due to the higher risk of chargebacks and fraudulent activity, we have chosen not to accept business from the following merchant categories:

• Adult Sites
• Internet Casinos
• Pyramid Sales
• Lottery Tickets
• Merchant Account Factoring
• Alcohol, Firearms and Drugs
• Goods and/or Services prohibited by law or card associations

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22. Is there a minimum / maximum dollar amount that you can process? TOP
Generally speaking there is no minimum order amount although the cost of the order must obviously exceed the transaction cost itself. ChargeGateway, upon consultation with an individual merchant, will establish maximum dollar amounts to protect against fraud.

23. How do we ensure that order information and / or payment amounts are correct? TOP
ChargeGateway monitors and records a variety of details with every transaction. In addition, we provide each merchant an easy to use web interface for tracking and recording transaction details. The merchant can later reconcile these messages against the transaction list to ensure everything is correct.

24. How do I get my merchant I.D.'s? Does one bank issue them for all cards? What about American Express? TOP
In the U.S., banks have duality and can issue merchant I.D.'s for both Visa and MasterCard. Contact your bank manager and obtain the application forms, understanding that you must open a bank account in order to deposit the funds that are processed. In Canada, the banks do not have duality and therefore cannot issue merchant I.D.'s for both cards. You should go to your lead bank for an application and for direction on how to apply for the other merchant I.D.'s, understanding that you must open a bank account at each bank in order to deposit the funds that are processed. For Visa merchant I.D.'s in Canada contact: - Bank of Nova Scotia - Canadian Imperial Bank of Commerce - Citibank - Royal Bank - Toronto Dominion Bank For MasterCard merchant I.D.'s in Canada contact: - Bank of Montreal - Canada Trust - National Bank. American Express, in either the US or Canada, they issue their own merchant I.D. independent of the banks. In general, once you are approved for Visa and MasterCard it is a smooth process to obtain approval from American Express.

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25. We want to sell our product on the Internet. Our site is www.mycompanyname.anything. Can you set us up so we can accept orders by credit card? TOP
The first step in accepting credit cards is to obtain your merchant I.D. which allows you to sell goods and accept credit cards for payment. Merchant I.D.'s are issued by the banks. Whether you want to sell goods via the internet, retail, mail order or telephone order - you must have a merchant I.D. for each type of credit card you wish to process.

26. Is your RTP product SET compliant? TOP
A. To our knowledge, SET (in it's third revision) is still strictly a working document that the banking industry is developing. You, as a consumer, will need a SET compliant credit card to do Internet shopping - no bank has issued a SET compliant credit card yet. They have also not established the protocol for obtaining these credit cards and how you will be registered with the sites that handle them.

27. Security on the Internet...our merchants are concerned and so are the banks. How secure is your product? TOP
Is security really the issue? In the US, more banks are aggressively seeking out the forecasted billions in sales opportunities over the Internet than are worried about security. Some executives are even stating that you would have more success digging through the dumpster outside a retail location to obtain credit card numbers than you would have from trying to obtain information over the Internet. Our RTP product offers triple-DES private key encryption. This provides a higher degree of security than what we understand will be offered by the SET standard.

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28. What are the costs of your systems? TOP
We pride ourselves on understanding a client's business and providing the system that best suits their needs; we will undersell before we oversell. Contact us to discuss your company so we can develop a strong profile of your current and future needs. At which time we will provide pricing and the details of what you will receive with each product.

29. What makes your products different from the software system that the bank is offering? TOP
All our systems are institution independent, a bank's solution connects only to that bank. Ergo, all your investment and development is tied directly to that bank and is incapable of connecting to any other bank. Also, all your transactions are cleared through that particular bank, this means all Visa, MasterCard, and American Express. The Visa banks have no ability to generate revenue from processing MasterCard transactions - which account for about 34% of the total credit card volume in Canada. So they must turn to their client to recoup costs for: communications, processing time, account administration, help desk, advertising, and profit. This story is also true in the reverse; MasterCard must recoup these costs for 60% of the transaction volume they process. American Express accounts for the balance. If you were to change your banking relationship, you must jettison your entire credit card processing system and purchase a new one from the next bank. Feedback from our client base is: "The bank solutions are adequate at best, and very costly to develop to; then you have to scrap the whole thing when you change banks to save money". ChargeGateway.com offers bank independent solutions. When you change banks, you simply provide us with the new banking information and we make the adjustments, test and move you over. No cost for the set up. No new investment on your behalf. We also offer the ability to process private label credit cards such as Sears, Hudson's Bay/Zellers and many others.

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30. We have merchant I.D.'s and want to sell our product over the Internet. What can you do for us, and how long will it take? TOP
After you complete our banking information form, you will be provided with a web page on our secure server. We verify that the banking information is correct, you are set up for electronic commerce, and the money will end up deposited into the right bank account. We test this link ourselves and then inform you that you are ready to go live when you wish to.

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