Frequently Asked Questions (FAQ’s)

Here you can find answers to the most frequently asked questions. If you cannot find the answers you’re looking for, fill out a form and someone will contact you.

Application processing

How quickly can I receive my terminal?

Once your application has been received it takes around 10 days to process. Once approved, your terminal will be delivered to you for installation. Applications that have been incorrectly completed may take longer to process.

How much does a terminal cost?

We have a range of terminal types and pricing plans to best suit your requirements. Please speak to us for more details.

What are the benefits of the POS plans?

With our POS plans, you can select one of several plans that best suit your business and enjoy the freedom that comes with going cashless.

How quickly can I access the funds in my account?

First Data - ICICI Merchant Services will settle the previous day’s transactions the next day into your bank account. We also settle transactions on public holidays and weekends.

Why is my application subject to a credit review?

The ability to accept credit card payments is equivalent to giving you an unsecured line of credit; therefore all applications are subject to a review of business credit history.

Merchant support

What are the different ways to reach out for support?

You can download the First Data – ICICI Merchant Services mobile app from the app store to raise multiple service requests at your fingertips. Search for ‘IMS Mobile’ in Google Play Store, Apple Store or Windows Store.

Additionally, you can call 1800 307 00000 or 1800 102 1671 to request for any support you may require.

What information do I need to provide when I call the helpdesk?

When you call our helpdesk, you may be asked a variety of questions so we can verify your identity. You will have to provide us with your merchant ID, terminal ID, business name and contact name for further assistance.

These questions can be answered by looking at your terminal receipts, settlement dockets, bank statements or the Remote Access Management (RAM) portal. Our friendly helpdesk staff will guide you through the process.

I have forgotten my RAM password. How can I get it reset?

Kindly contact our helpdesk on 1800 307 00000 or 1800 102 1671 for further assistance.

How can I enable/disable American Express card acceptance on my terminal?

Please speak with your relationship manager or call our helpdesk on 1800 307 00000 or 1800 102 1671 to activate American Express card acceptance on your terminal.

I have forgotten my Virtual Terminal password, who shall I contact?

Kindly contact our Payment Gateway helpdesk on 1800 102 1673 for further assistance.

How can I view my processed transactions?

Processed transactions can be retrieved by logging in to the RAM portal.

For further information on retrieving your transactions, please follow your RAM portal user guide to help you with a step-by-step guided instruction.

Your terminal

My terminal is faulty, who shall I contact?

You can instantly raise a request through our mobile app or call our helpdesk as per your convenience on 1800 307 00000 or 1800 102 1671. Search for ‘IMS Mobile’ in your app store.

My terminal is offline, how do I process payments?

We recommend restarting the terminal and trying again. If the issue still persists, you may raise a request through our mobile app or speak to our helpdesk on 1800 307 00000 or 1800 102 1671.

I would like to order some decals/marketing materials to be displayed at my business. How can I obtain these?

You may raise a request through our mobile app or speak to our helpdesk.

I would like to order some terminal paper rolls. Who shall I contact?

You may raise a request through our mobile app or speak to our helpdesk.

Chargebacks and fraud

I have received a chargeback letter. What do I do next?

Kindly follow the instructions on the letter. If you have further queries regarding this letter, please contact our helpdesk on 1800 307 00000 or 1800 102 1671 for further assistance. Please note: the following information will be required when contacting our helpdesk:

  • ARN/our reference number (from letter)
  • Amount of chargeback/request
  • Card number (first 6 digits and last 3 digits)
  • Date letter was sent and date of transaction

There are some suspicious transactions that have been processed through my internet payment facility. Who can I contact to verify this?

Kindly contact our helpdesk on 1800 307 00000 or 1800 102 1671 for further assistance.

How can I protect my business from fraudulent transactions and chargebacks?

There exists a possibility of fraud when accepting card payments and this is more prevalent with card not present transactions (transactions where the cardholder is not at your business with their card) as you cannot verify that the person using the card is the owner of the card.

Unfortunately, chargebacks are part of accepting cards and they cannot be avoided completely but you can ensure that your card acceptance procedures minimise any risk to your business.

If you are suspicious of a transaction, you can perform a few additional verification steps to help verify that the person giving you the card number is indeed the cardholder. An authorisation only confirms that funds are available at the time of the transaction and that the card has not been reported lost or stolen. It does not guarantee that the person quoting the card number is the owner of the card or is entitled to use the card.

  • Obtain the full card details including the CVV
  • Verify the delivery address
  • Try contacting the telephone number provided to confirm the order
  • Be mindful of unusual large orders especially if the order is to be shipped overseas
  • Setup internal sale controls to limit the number or payments and value of transactions allowed each day/week by the same customer
  • Be cautious of customers who wish to pay with multiple cards
  • Always use your own courier if you are sending out items
  • Always perform a refund to the same card in which the transaction was originally charged

Disclaimer: The above information is being provided for guidance only and may not be up to date or accurate. Please exercise independent due diligence or consult experts for any specialized guidance in case of any claims or disputes. First Data - ICICI Merchant Services takes no liability or responsibility for the final outcome or decision in any chargeback or claim case

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