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Frequently Asked Questions

How to use POS terminal

WHAT IS POS ID NUMBER?

POS ID is the device number. It is visible on every printout from the POS terminal in the left top corner of the receipt below your contact details or on a sticker on the POS terminal. PLEASE PROVIDE THIS NUMBER EACH TIME YOU CONTACT THE MERCHANT SERVICE CENTRE REGARDING POS TERMINAL – this will facilitate and accelerate the solution of the problem.

WHAT DOES THE "CALL REVO" MESSAGE ON THE POS TERMINAL MEAN?

If the POS terminal displays “Call REVO”, please be sure to contact the Merchant Service Centre (22 382 38 38). This message means that the transaction requires voice authorization by the bank. In this case, an employee of the Merchant Service Centre will ask your customer to provide personal information that enables their identification (name embossed on the card, place of residence, date of birth, personal ID card number or passport number or name of the card issuing bank). There are three possible answers:

  • Permit the transaction. An employee of the Merchant Service Centre with provide the merchant with an authorization code that must be entered manually on the POS terminal.
  • Refuse the transaction (no approval for the transaction from the customer’s bank).
  • Hold the card.
CAN I ACCEPT PAYMENT WITH A CARD ISSUED TO ANOTHER PERSON (E.G. SPOUSE)?

Using the card by a person other than the owner of the card is not permitted. Only the person whose name appears on the card is authorized to use the card. Thus, the merchant (the seller) cannot accept any payment with a card that is not owned by the payer, even if that person is the spouse of the holder. This rule results from the Act on Electronic Payment Instruments and the Payment Card Agreements between the bank and the card holder.

WHAT DO I DO WITH A LOST AND FOUND CARD? CAN I GET THE CARD HOLDER’S ADDRESS AND SEND IT BACK?

A lost and found card should be returned to the bank that issued the card or sent to the organization whose logo appears on the card. The card is owned by the issuing bank, not the person whose name appears on the card.

THE CUSTOMER ENTERED THE WRONG PIN SEVERAL TIMES. NOW THE CARD CANNOT BE USED FOR ANY TRANSACTION.

For the security of the card holder, after three incorrect PIN entries in a row the card is locked or, in the case of an ATM transaction, held by the device. Accordingly, in this situation, the point of sale has the right to hold the card. If the card has been locked or held, the card holder should contact the bank that issued the card (depending on the bank, the card holder will receive a new PIN or a new payment card).

WHAT IS A PREPAID CARD? WHY DOESN’T IT HAVE THE NAME OF THE CARD BEARER?

A prepaid card does not require an account in the bank issuing the card (the card has its own separate account). Some prepaid cards are non-personalized, which means that it can be used by anyone who signs on the signature strip on the card as its user. To effect a transaction, the card account must be previously credited with a certain amount. Such a card can be given as a gift to a third party. After using the amount available on the card account, it is possible to credit it again.

IS THERE ANY LEGAL BASIS TO OBLIGE THE CARD HOLDER TO SIGN THE CARD IF THE PIN HAS TO BE ENTERED ANYWAY? CAN I ACCEPT AN UNSIGNED CARD?

Signature on the card is required in the regulations between the bank and the card holder. An unsigned card is invalid, and the seller cannot accept the card. Failure to sign the card is dangerous to its holder, because it creates a risk that the card is signed and used by an unauthorized person until its cancellation. If the seller receives an unsigned card, the seller should ask the buyer to sign it, produce an identity document and verify the signature and the details on the card against the document produced (in accordance with Article 9 of the Act on Electronic Payment Instruments). If the card holder refuses to sign the card, the seller cannot accept the payment.

WHY DOES THE POS TERMINAL SOMETIMES ASK FOR A CONFIRMATION SIGNATURE AND SOMETIMES THE PIN IS SUFFICIENT? WHAT DOES THIS DEPEND ON?

The form of payment transaction acceptance depends on many factors, so whether the card holder is asked to sign or enter the PIN depends, among other things, on the type of card, the rules of the payment organization issuing the card, the decision of the issuing bank and the type and software of the POS terminal in which the transaction is made. Nowadays, more and more cards are microprocessor cards, which usually require a PIN to confirm the transaction.

THE CARD SEEMS FALSE TO ME. WHAT SHOULD I DO?

If you have any doubts, please be sure to contact the Merchant Service Centre immediately at 22 382 38 38.

WHAT KIND OF THERMAL PAPER SHOULD I BUY TO GET GOOD QUALITY TRANSACTION CONFIRMATION PRINTOUTS?

for model Vx 520, Vx 675, ICT 220 width. 57 mm and max. diameter 40 mm
for model Vx 680 and 220 IWL width. 57 mm and max. diameter 38 mm

WHAT SHOULD I DO IF THE POS TERMINAL DISPLAYS THE “HOLD CARD” MESSAGE IN THE CASE OF A LOST AND FOUND CARD?

The hold card request means that the issuing bank, having searched its database, has given an instruction that the card should be held. The hold card request can be issued by telephone by an employee of the REVO Merchant Service Centre or be displayed on the POS terminal (the only exception where the hold card obligation may be ignored is a threat to life or health – in this situation, the merchant is required to describe the incident and send it to REVO – please find a printable form below).

The merchant can explain to the customer that the bank has requested that the card be held (the bank, rather than the holder, is the owner of the card). The following should be done with any held or found card, depending on its type:
In the case of magnetic stripe cards – cut between the magnetic stripe and the signature strip, bearing in mind that the cut should range from 1/2 to 2/3 of the length of the card. The cut should start from the edge without the hologram, taking care not to damage the magnetic stripe, the signature strip and the hologram.

In the case of microprocessor (chip) cards – cut the top right corner of the card (the corner opposite the chip) at an angle of about 45° to a depth of 2-2.5 cm.

Such a card, together with a completed and signed hold report (you received the appropriate form from your REVO sales representative, along with the necessary documentation, during installation of the POS terminal) and a description of the incident (please find printable forms below), must be returned by mail to REVO, to the address indicated on the form.

For cards held and returned to REVO, a prize is paid in the amount determined by the card issuer.

WHY DOES THE DISPLAY SHOW THE “REJECTED” MESSAGE?

There can be many reasons for card rejection and they depend on the issuing bank. Only the issuing bank may and can provide the card holder with an answer. To ensure that the rejection is not the result of a communication error, you may want to repeat the transaction.

Collaboration with REVO

HOW TO CHANGE COMPANY DETAILS?

Company details can be changed only upon the customer’s written instruction accompanied by the relevant company registration documents (such as Tax Reg. No. (NIP), Industry ID No. (REGON), entry in the Business Activity Register or the National Court Register (EDG/KRS)). To change company details, please FILL OUT FORM FROM THIS PAGE.

In the case of any change to personal details (in the name of the company or company representatives), the changes can be made on the basis of a photocopy of the personal ID card or a photocopy of an abridged transcript of the Marriage Certificate and valid business documents.

The address for correspondence can be changed upon the customer’s written instruction, without having to attach any documents.

HOW TO CHANGE BANK ACCOUNT NUMBER?

The bank account number can be changed only on the basis of the customer’s written instruction with a signature consistent with that placed on the contract with REVO, and it must be sent in the original.

HOW TO REPORT POS TERMINAL THEFT?

Should your POS terminal be stolen, please contact our Merchant Service Centre (22 382 38 38) and provide the POS ID from the POS terminal handover report or a printout from that POS terminal. Please make a copy of the report issued to you by the police. Where the matter has been closed, please prepare the investigation discontinuance certificate.

POS terminals are insured, so you will not be charged for the theft of the device, provided that the insurance company decides that the claim is legitimate.

WHERE CAN I FIND INFORMATION ABOUT THE APPLICABLE INTERCHANGE FEES AND OTHER PAYMENT ORGANIZATION REGULATIONS?

Information about the applicable interchange fees and system charges as well as the current regulations of the payment organizations can be found on the websites of VISA and MASTERCARD.

WHAT ARE THE RULES FOR ACCEPTING CARD PAYMENTS?

The merchant and other persons processing card transactions should comply with the Terms and Conditions for the Acceptance of Payment Instruments. These Terms and Conditions are attached to the Card Payment Acceptance Agreement.

WHEN CAN I EXPECT AN INVOICE FROM REVO?

In accordance with Article 106i.1 of the VAT Act, in the case of services provided by REVO the tax point occurs at the end of the month (30th or 31st day of the month), because the service is performed throughout the entire month. In accordance with the applicable VAT regulations, REVO is required to issue an invoice no later than by the 15th day of the month following the month in which the service was performed.

Ask a question

If you did not find the answer to your question, we encourage you to send an enquiry using the form below. We would like to note, however, that this tool is to be used for general enquiries only.

Should you have a question directly related to your business, please contact:

Merchant Service Centre
Telephone: 22 283 38 38
E-mail: COA@revopayments.pl

*subject to the operator’s applicable fees and charges

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