product voids | 0800 960 000

product voids | 0800 960 000

Retailers

We sell the prepay products that drive people into your store.

FAQs

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I want to cancel a mobile top up voucher

If the voucher has printed and has been sighted by your customer, there is a risk that they have noted the PIN number. You may apply to void the transaction using our automated phone service, but if the supplier advises the voucher has been used, you will be charged for it and an additional restocking fee will apply.

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Customer has returned a mobile top up voucher saying the PIN is invalid

Please refer your customer directly to the top up voucher supplier. Do not refund; there is a high likelihood that the voucher has been used. You may apply to void the transaction using our automated phone service, but if the supplier advises the voucher has been used, you will be charged for it and an additional restocking fee will apply.

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How quickly do I need to apply to void transactions?

You must apply to void mobile top-up transactions within 4 hours of making the sale. You must return phone cards to Activata with the product return form within 7 days of making a sale. Click here to access the Product Return Form.

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What kind of transactions can I void using the automated phone service?

Compass phone cards and mobile phone top-ups can be voided using the phone service. Other phone cards must be returned to Activata with the product return form for manual credit.

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Can I re-use a card which has been the subject of a voided transaction?

Yes, unless the card has been deactivated. Please confirm this with Activata Customer Care.

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A customer has returned a phone card saying there is no money on it

Check that the card the customer has handed you is the same one you sold them. Cards are usually activated within 2 minutes of the sale but occasionally network issues can mean a delay. If the card still doesn’t show value after 10 minutes, either contact Activata Customer Care on 0800 960 000 or refund the customer.

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My printer has jammed and a voucher hasn’t printed

Check your paper before attempting to print more vouchers. Void the transaction using our automated phone service.

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How do I order phone cards?

Use the order form here or our automated phone service. There is no charge for ordering or delivery.

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How can I order point of sale?

Use the order form here.

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Can I change my terminal password?

Yes, call Activata Customer Care on 0800 960 000 with the new PIN. You will need to log on to download the new PIN data.

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My terminal is giving a transmission error and I cannot log on

Your terminal is not receiving a reply from the Activata or Paymark host server. This is not likely to be a terminal fault but may indicate a problem with phone lines between your location and Activata/Paymark.

  1. Check phone line or ethernet cable is plugged in and the modem light is on.
  2. Is any other device (eg phone, fax, dial up Internet) using the same line?
  3. Has anything changed? eg: new PINpad, new PABX or phone, etc. If so, this is likely to have affected your connection. If in doubt contact the technician who installed the new device.
  4. Is there dial tone? If necessary, plug a telephone into the socket and check for dial tone. If there is no dial tone, the terminal will say “waiting for line” and will not transact.
  5. Does your terminal read error 10? If so, the terminal is blocked. Contact Activata Customer Care.
  6. Attempt a logon.
    Result:
    – “Logon accepted”. Problem solved.
    – “Declined. MAC error” – something has changed in your set-up. Call Activata Customer Care.
    – “Transmission error” again – possible local area telephone line problem. Call Activata Customer Care
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I cannot reconcile my settlement totals

Cutting over your terminal more or less than once every 24 hours will result in inaccurate totals. Please call Activata Customer Care on 0800 960 000 and ask for a traffic report.

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How often should I settle my terminal?

A settle cutover should only be done once every 24 hours. A settle enquiry can be run at any time.

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Which value is used to calculate the terminal rebate?

Terminal rebates are calculated against sales of Activata phone cards and top ups, not including rental fees, service charges and GST. Sales are calculated on wholesale value, not face value.

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I think I have been charged for more cards than I have sold

Please recheck your settlement; it is likely that you have sold cards after settling your terminal or that the settlement process has not completed correctly.

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How will I know that a credit has been applied for a cancelled or void transaction?

Voided transactions are never charged. Transactions manually cancelled by Customer Care appear as a credit on your invoice about two weeks after the credit is processed.

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User guide: How to use ActivPOS

[pdf-embedder url=”https://bftest.activata.co.nz/wp-content/uploads/2016/05/ActivPOS.pdf”]

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User Guide: How to set promotional expiry dates on ActivPOS

[pdf-embedder url=”https://bftest.activata.co.nz/wp-content/uploads/2016/05/ActivPOSExpiry.pdf”]

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User Guide: ActivPOS – How to add products to idealPOS terminals

[pdf-embedder url=”https://bftest.activata.co.nz/wp-content/uploads/2016/05/ActivPOSAddProductsToIdealpos.pdf”]

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User Guide: How to use the CREON

[pdf-embedder url=”https://bftest.activata.co.nz/wp-content/uploads/2016/09/User-guide-Creon-01-09-2016-1.pdf”]

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User Guide: How to use the Ingenico i5100

[pdf-embedder url=”https://bftest.activata.co.nz/wp-content/uploads/2016/05/Ingenicoi5100.pdf”]

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User Guide: How to use the Verifone Vx520, Vx820 Duet

[pdf-embedder url=”https://bftest.activata.co.nz/wp-content/uploads/2016/05/Vx520-Vx820-Duet-User-Guide-Final-9-6.pdf”]

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User Guide: How to use the Nurit 8100

[pdf-embedder url=”https://bftest.activata.co.nz/wp-content/uploads/2016/05/Nurit8100.pdf”]

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User Guide: How to use the Nurit 8210

[pdf-embedder url=”https://bftest.activata.co.nz/wp-content/uploads/2016/05/Nurit8210.pdf”]

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User Guide: How to use the Hypercom T7 Plus

[pdf-embedder url=”https://bftest.activata.co.nz/wp-content/uploads/2016/05/HypercomT7Plus.pdf”]

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User Guide: How to use automated phone support

View information about automated phone support options here.

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User Guide: How to use the Ingenico ICT220, ICT250

[pdf-embedder url=”https://bftest.activata.co.nz/wp-content/uploads/2016/07/ICT220-user-guide.pdf”]

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