FAQ

What are chargebacks?

A chargeback occurs when a credit cardholder disputes a transaction made on his or her credit card because proper credit card issuer association (e.g., Visa) acceptance and processing procedures were not followed. The procedure allows the amount of the disputed transactions to be debited from an account while research is done to confirm that they indeed do not belong to the client, and to debit the financial institution (e.g., Desjardins) involved. It is important that proper timeframes and rules regarding disputed transactions be followed by all concerned parties.

Is my business name what is reflected on transaction slips?

Be sure to provide us with the name under which you normally do business, as this is the name that will appear on your clients' statement of account. 

Why is it important that the same name be displayed?

Your clients may question a transaction if a different name or business number appears on their statement. Clients sometimes request a chargeback if they don't recognize the purchase. To avoid confusion, use the same name everywhere.

Can I get my monthly account statement online?

Statements are available on the My Station portal the first of the month following registration for online statements of account. Access to the My Station portal is free. You can also use it to manage card payment processing information (transaction reports and online statements of account). Important: If you are a franchisee or belong to a retail group, your head office may be able to give you access to the portal. Check with them first before contacting us.

Should I contact you if I sell my business, a partner leaves or my business activity changes?

All of these are good reasons to contact us, as they have an important impact on your merchant file. If you sell your business, for example, we must close your merchant account even if the new owner also does business with us. It is therefore important that you contact Business Customer Service to inform us of any change. We'll be able to make the changes required to your business file so it reflects your status at all times.