Once user profiles are created, you can administer users using the Actions tool for each user. 

1. Select the user account you want to administer.
2. Click on the dots under the Actions column. Choose from the following:
   • Details
   • Edit User
   • Email Notification
   • Delete User
   • Update Status
   • Regenerate email
   • Update email

Details

You can view the customer user profile that you created.

1. Click Close to return to the User Management page.

Edit User

You can edit the customer user profile fields that you created by updating the fields, choose from a list or use toggle buttons.

User Details

1. Click inside any field to edit the information or select from the dropdown.
   Note: Fields marked with an asterisk (*) are mandatory. 

Email Notifications

1. In the Notification language section, choose English or French from the drop down list.
2. In the Cardholder dispute notifications section for Chargeback(s) and Copy request(s), use the toggle buttons to turn the notifications on or off.
   Note: Toggle button will be grey when it is selected off.
3. Click Update to save the changes and return to the User Management page.
4. Click Close to return to the User Management page.
   Note: The notification email address can either be the same as the user account email address (login email) or it can be set to a different email address.
   Note: Fields marked with an asterisk (*) are mandatory. 

Self-serve options

Administrator users can update the settings for a basic user to enable or disable them to process refunds

1. In the section Process refund and Update bank account, use the toggle buttons to turn the notifications on or off.
   
   Note: Toggle button will be grey when it is selected off.
2. Click Update to save the changes and return to the User Management page.
3. Click Cancel to return to the User Management page.
   Note: The notification email address can either be the same as the user account email address (login email) or it can be set to a different email address.
   Note: Fields marked with an asterisk (*) are mandatory. 

Delete User

You can delete the customer user profile that you created and no longer want to keep.

1. Click Delete to continue to remove this customer user profile.
2. Click No, go back to cancel and return to the User Management page.

Update Status

You can update the user status of the customer user profile by selecting a reason to suspend the user.

1. Select a reason from the drop down list: Suspicious activity, Employee leave or Other.
2. Click Suspend User and return to the User Management page.
3. Click the small "X" to cancel and return to the User Management page.

Regenerate Email

You can regenerate an email invitation for the user, a reminder with a link will be sent to complete their registration.

1. Click Send to email the link and return to the User Management page.
2. Click Cancel and return to the User Management page.

Update Email

You can update the email address on file for users following the instructions below. 

1. Click inside the Email field and enter the user's new email address. 
2. Click inside the Confirm email field and reenter the user's new email address. 
3. Click the Update button. 

As an external administrator user, you can create (update and view) user account(s) for/within your organization. Follow the instructions below to create a new user account.

1. From the main menu, click on User Management under the Admin heading.
   
   The User Management page appears.
   
   Note: Refer to Manage columns to manipulate the list view of the users.

To create a new user account: 

1. Click on Create new user.
   
2. In the User details section, click inside each field to enter the customer user information or select from the drop-down list.
   Note: Fields marked with an asterisk (*) are mandatory. 
   • First name
   • Last name 
   • Email 
   • Confirm email 
   • Role (once the role is selected, the Self-serve options section appears)
   • Preferred language 
3. In the Email notifications section:
   1. To change the Notification language, choose English or French from the drop-down list.
   2. To turn on the Cardholder dispute notifications, use the toggle buttons.
      Note: Toggle button will be grey when it is selected off.
4. In the Self-serve options section:
   1. To turn on the Process refund and Update bank account, use the toggle buttons.
      Note: Toggle button will be grey when it is selected off.
5. Click on Create new user. A new entry is created for customer user.
6. Click on Go Back to return to the dashboard once finished.
   Note: Fields marked with an asterisk (*) are mandatory. 

Your time is valuable, so waiting on hold to speak to an agent isn't always the best use of your time. Moneris provides a "Call me now/Call me later" feature that's accessible from any screen in the Merchant Direct portal. Use it to request a call from a Moneris Customer Care agent immediately, or to request a call at a time of your choosing. Follow the instructions below to access and use the feature.

1. Click the Contact us button on the bottom right hand corner of your screen. The Live chat popup appears with two options to choose from.
   
2. Choose your inquiry type as follows:
   • To seek help with your Moneris account, select Account Inquiry.
   • To seek technical support for a business solution or a device, select Technical Inquiry.
3. Once you choose your inquiry type, select how you would like to interact with Moneris. Choose from the following:
   • I'll call: 24/7 Support 
   • Live chat: Moneris Live Chat is available Mon-Fri, 8AM-4PM (EST) 
   • Call me later: 24/7 Support 
   • Call me now: 24/7 Support 
   • Outside of Support Hours

Note: Unavailable options will be in grey.

Account Inquiry

The Account Inquiry functions enable merchants to request a call about account management features, including viewing and actioning chargebacks, seeking help with chargebacks and balancing, accessing statements, viewing issues pertaining to Moneris Gift & Loyalty cards

1. To request a call to administer your account, proceed to choose one from the following list:
   • Merchant Account: help with your Moneris account credentials and profile.
   • Chargeback: help with copy request and dispute management. 
   • Balancing: help to close batch due to missing transaction.
   • Statements: help with various statement access.
   • Gift & Loyalty: help with gift card and loyalty program.
   • Other: help with a topic not mentioned.

Technical Inquiry

The Technical Inquiry functions enable merchants to request a call about a device or business solution that they possess. 

1. For technical issues for a product you have, proceed to choose one from the following list:
   • Other: help with a topic not mentioned.
   • Moneris Gateway: help with logging into the web-based application.
   • PAYD Pro Plus: help with software, mobile app, or device.
   • PAYD or PAYD Pro: help with wireless device.
   • Desk/5000: help with countertop device.
   • VX 520 or VX 820: help with countertop device or terminal.

Note: Unavailable options will be in grey.

Contact methods

I'll call: 24/7 Support

The number provided in the popup allows you to receive support at anytime on any day,

1. Call the number provided to speak to with a Moneris agent.
2. Click the X to close the popup.

Live chat

This option enables you to connect with a live agent at Moneris for help from Monday to Friday 8AM to 4PM.

1. Click inside the Name field and enter your name.
2. Click on the Account number dropdown menu and select the account you want to inquire for.
3. Click inside the How can we help? field and type in your question.
4. Click Start live chat to begin a chat with a Moneris customer care agent.
5. Outside chat hours, proceed to Outside chat hours.
   

Call me later: 24/7 Support

This option enables you to schedule a call with a Moneris agent for help, increments of 30 minutes to a maximum of 4 hours.

1. Click inside the Name field and enter your name.
2. Click on the Account number drop-down menu and select the account you want to inquire for.
   Note: The selected account number will populate the Business name and Store number fields.
3. Click inside the Phone number field and enter the phone number you can be reached at.
4. Click inside the Phone number extension and enter an extension if applicable.
5. Click on the Select a time drop-down menu and select the time you want to be called back.
6. Click inside the How can we help? field and type in your question.
7. Click Book a call to have a Moneris agent call you back at your requested time.
8. Click the small "X" to close the popup, the Exit Live Chat popup appears.
9. Click Exit.

Call me now: 24/7 Support

This option enables you to have a Moneris agent call you as soon as they are available for help.

1. Click inside the Name field and enter your name.
2. Click on the Account number drop-down menu and select the account you want to inquire for.
   Note: The selected account number will populate the Business name and the Store number fields. 
3. Click inside the Phone number field and enter the phone number you can be reached at.
4. Click inside the Phone number extension and enter an extension if applicable.
5. Click inside the How can we help? field and type in your question.
6. Click Call me to have a Moneris agent call you momentarily.
7. Click the small "X" to close the popup, the Exit Live Chat popup appears.
8. Click Exit.

Outside of Support Hours

Should you attempt to use this feature outside the hours of 8AM to 4PM, a message will appear for you to try again during the operating hours or contact Moneris help line for immediate assistance.

Exit Live Chat

Message appears to confirm you want to exit the live chat session and return to the screen you were on.

1. Click Exit.

You are returned to the previous screen you were viewing. 

Call me now: 24/7 Support

This option enables you to have a Moneris Customer Care agent call you as soon as they are available for help. Follow the instructions below to arrange for a call from a Moneris agent. 

1. Click inside the Name field and enter your name.
2. Click on the Account number drop-down menu and select the account you want to inquire for.
   Note: The selected account number will populate the Business name and the Store number fields. 
3. Click inside the Phone number field and enter the phone number you can be reached at.
4. Click inside the Phone number extension and enter an extension if applicable.
5. Click inside the How can we help? field and type in your question.
6. Click Call me to have a Moneris agent call you momentarily.
7. Click the small "X" to close the popup, the Exit Live Chat popup appears.
8. Click Exit.

Call me later: 24/7 Support

This option enables you to schedule a call with a Moneris Customer Care agent for help, in increments of 30 minutes to a maximum of 4 hours. Follow the instructions below to schedule a call. 

1. Click inside the Name field and enter your name.
2. Click on the Account number drop-down menu and select the account you want to inquire for.
   Note: The selected account number will populate the Business name and Store number fields.
3. Click inside the Phone number field and enter the phone number you can be reached at.
4. Click inside the Phone number extension and enter an extension if applicable.
5. Click on the Select a time drop-down menu and select the time you want to be called back.
6. Click inside the How can we help? field and type in your question.
7. Click Book a call to have a Moneris agent call you back at your requested time.
8. Click the small "X" to close the popup. The Exit Live Chat popup appears.
9. Click Exit.

Live chat

This option enables you to connect with a live agent at Moneris for help from Monday to Friday 8AM to 4PM.

1. Click inside the Name field and enter your name.
2. Click on the Account number dropdown menu and select the account you want to inquire for.
3. Click inside the How can we help? field and type in your question.
4. Click Start live chat to begin a chat with a Moneris customer care agent.
5. Outside chat hours, proceed to Outside chat hours.
   

Outside of Support Hours

Should you attempt to use this feature outside the hours of 8AM to 4PM, a message will appear for you to try again during the operating hours or contact Moneris help line for immediate assistance.

Exit Live Chat

Message appears to confirm you want to exit the live chat session and return to the screen you were on.

1. Click Exit.

You are returned to the previous screen you were viewing. 

This option allows you to receive personalized support by submitting questions through the Merchant Message Centre. Follow these steps to submit an inquiry to the Moneris Support team. 

1. Click the envelope icon in the upper right-hand corner to access the Moneris Message Centre inbox.
   

Moneris Message Centre Inbox

The Moneris Message Centre inbox provides a list of all Merchant Inquires submitted to the Moneris Support team. Messages appear from newest to oldest, and provide additional information about the:

• Details: an overview of a submitted inquiry
• Date Open: the date the inquiry was opened
• Date Closed: the date the inquiry was closed
• Status: the status of the inquiry
  • Status options:
    • In progress
    • Complete
• User Merchant ID: Merchant ID of the merchant associated with the inquiry
• Subject Line: the subject line of the inquiry submitted

Note: Columns can be rearranged to best suit your needs. Click on the column title and drag the column to your preferred location. The existing column in that spot will shift one space to the right.

Tip: Check off Show only my messages in the top right-hand corner of the Moneris Message Centre inbox to filter out your personal inquires only.

View Inquiry Details

Once an inquiry has been submitted, a user is able to view the message, along with any additional information that has been provided by the Moneris Support team, regarding the request.

To view message details, from the Merchant Inquiries, choose the inquiry submission you wish to review; this can be determined by the Subject Line.

1. Click the 3 dots next to the inquiry you wish to review to display the View button.
   
2. Select the View button to view the inquiry details.
   

Note: Use this page to review replies sent to or received by the Moneris Support Team about your inquiry.  To send a new message to the Moneris Support team about this submitted inquiry:

1. Enter the message details in the Reply section.
2. Click the Send to submit your new message or click Cancel to return to the Merchant Inquiries inbox. 

Submit a New Message

This option allows you to send a new inquiry to the Moneris Support team. 

1. Click the New message button.
   
   Note: To complete an inquiry, the following sections must be completed:
   • Category
   • Choose Merchant
   • Compose Message
2. Click on the Category that you need help with. 
   
   Note: Each category provides a brief description to make sure you are submitting your inquiry under the right category.
   Note: Use the Go back button to return to the last page to correct or update any of the information provided. This button will appear throughout.
   
3. Once you have selected a category, e.g. Financial, a new window will appear. Click on the sub-category that you need help with. 
   
4. Once you have selected a sub-category, e.g. Deposit Inquiry, a new window will appear. Under the Choose Merchant section, select the account associated with this inquiry.
   
   Account selections are broken down by the following options:
   Chain, or 
   Merchant
   Note: Be sure to select the correct Merchant number associated with this inquiry before proceeding.
   Note: Some inquiries can only be submitted on a Merchant level. In these cases, you will not be able to choose a Chain associated with your account. 
5. Once you have selected the account (Merchant or Chain), a new window will appear under the Compose Message section.
   
   Note: The account associated with this inquiry can be found in the top left-hand corner of the screen. Always double check the location to ensure the correct Merchant or Chain was selected. 
6. Under Category, use the drop down menu to confirm or change your initial selection for this inquiry.
7. Once you have chosen the Category, use the drop down menu to confirm or change your initial Subcategory selection for this inquiry.
   Note: Helpful tips will appear below these sections to help save you valuable time.
   Note: Only two categories (Financial help, Place an order) are available on a Chain level. All other options are available on a Merchant level. 
   If you started your inquiry in regards to a Chain, but wish to select a category that differs from the two listed above (Financial help, Place an order), click the Go back button twice to return to the 1. Category section. Select the specific Merchant number that falls under the Chain that this inquiry is in regards to, and resume your inquiry submission.
8. Enter a Subject line.
   Tip: To help keep track of your submitted inquires, here are some key details that can be included: subject of your inquiry, store or chain Merchant ID, and date of submission.
9. Once you have entered a Subject line, compose your message the the bottom section. 
   Note: A helpful tip will appear above this section with key details that should be included in your message.
   Note: Avoid using the following special characters, as they will generate an error message, and prevent your message from being submitted: 
   • & - Ampersands
   • “ ” - Quotation marks
   • < > - Greater or Lesser than symbols
   • ‘ - Apostrophes

If any these symbols are included in your message, the following error message will appear once you click Send:

10. Once you have composed your message, click the Send button in the bottom right-hand corner of the screen.
    Note: You will not be able to move forward until both a subject line and message have been entered. Each section requires a minimum of 1 character to proceed. Fields left empty will display a Field cannot be empty warning message.
    

Once you have clicked the Send button, you will be taken back in your Moneris Message Centre inbox. Your new message will appear at the top of the list of submitted inquiries.

Support for Submitted Inquiries

New Messages: An email notification, with a link to your submitted inquiry, will be sent once a reply has been provided by our Moneris Support team. 

Note: This email will only be received if email notifications are turned on in your Merchant Direct account, and will go out to any member of your organization who has contributed to the inquiry thread. 

Closure Message: An email notification will be sent to inform you that your inquiry has been resolved/closed or if no response to a New Message notification has been received in 10 days. 

Merchant Direct contains several self-serve features to help you manage your business' account, or accounts associated with a chain or superchain. You can change the following information about your business' account:

• business contact information 
• statement contact information
• receipt contact information
• business name (operating as name)
• statement delivery format
• add a new account to organization

To access the Manage Account Information screen: 

1. On the Merchant Direct main menu, under the Self Serve section, click Account Management. The Account Management screen appears.
   
2. Locate the account you wish to edit:
   • Click inside the Search field at the top of the screen and search by store name or Merchant ID. 
   • Use the vertical scroll bar on the right side to scroll up and down the list of accounts. 
3. Once you locate the account you wish to edit, click on the update icon () in the Update column. The Manage Account Information screen appears.
   
4.    Follow the directions below to edit different areas of your business account. 

Update Business Contact Information

Use the Business Contact section of the Manage Account Information screen to update business contact details. 

Note: Fields marked with an asterisk (*) are mandatory. 

1. In the Manage Account Information screen, click the Edit button in the Business Contact section. The Business Contact screen appears. 
2. Update the business contact information as follows: 
   • Name(s): Use this field to enter the business name. 
   • Phone number: Use this field to enter the primary business phone number, and extension if applicable. 
   • Fax: Use this field to enter the primary business fax number. 
   • Email: Use this field to enter the primary business email address. 
   • Confirm Email: Use this field to re-enter the primary business email address. 
   • Language Preference: Click the drop-down menu and select the language to use for business communications with Moneris. 
   • Street Address: Use this field to enter the street address for the business. 
   • Additional Details: Use this field to enter other address information such as suite or unit number, floor, etc. 
   • City: Use this field to enter the city where the business is located. 
   • Province: This field is currently not editable. 
   • Postal code: Use this field to enter a postal code for the business. 
3. Determine whether the address information entered here will be used for receipts and statements:
   • If you wish to have the same address information for this business printed on transaction receipts, place a checkmark in the Receipt Contact checkbox. If you wish to have different address information on receipts, leave the box unchecked. 
   • If you wish to have the same address information for this business printed on statements from Moneris, place a checkmark in the Statement Contact checkbox. If you wish to have statements display a different address, leave the box unchecked.
4. Click the Update button at the bottom of the screen. The business contact information is saved and the Manage Account Information screen reappears with the updated information. 

Update Statement Contact Information 

Note: Fields marked with an asterisk (*) are mandatory. 

1. In the Manage Account Information screen, click the Edit button in the Statement Contact section. The Statement Contact screen appears. 
2. Update the statement contact information as follows: 
   • Name(s): Use this field to enter the business name. 
   • Phone number: Use this field to enter the primary business phone number, and extension if applicable. 
   • Fax: Use this field to enter the primary business fax number. 
   • Email: Use this field to enter the primary business email address. 
   • Confirm Email: Use this field to re-enter the primary business email address. 
   • Language Preference: Click the drop-down menu and select the language to use for statements from Moneris. 
   • Street Address: Use this field to enter the street address for the business. 
   • Additional Details: Use this field to enter other address information such as suite or unit number, floor, etc. 
   • City: Use this field to enter the city where the business is located. 
   • Province: This field is currently not editable. 
   • Postal code: Use this field to enter a postal code for the business. 
3. Determine whether the address information entered here will be used for your business and receipt contact information:
   • If you wish to have the same address information used for the business contact, place a checkmark in the Business Contact checkbox. If you wish to have a different business address, leave the box unchecked.
   • If you wish to have the same address information for this business printed on transaction receipts, place a checkmark in the Receipt Contact checkbox. If you wish to have different address information on receipts, leave the box unchecked. 
4. Click the Update button at the bottom of the screen. The business contact information is saved and the Manage Account Information screen reappears with the updated information.

Update the Receipt Contact Information

Note: Fields marked with an asterisk (*) are mandatory. 

1. In the Manage Account Information screen, click the Edit button in the Receipt Contact section. The Receipt Contact Details screen appears. 
2. Update the receipt contact information as follows: 
   • Name(s): Use this field to enter the business name. 
   • Phone number: Use this field to enter the primary business phone number, and extension if applicable. 
   • Fax: Use this field to enter the primary business fax number. 
   • Email: Use this field to enter the primary business email address. 
   • Confirm Email: Use this field to re-enter the primary business email address. 
   • Language Preference: Click the drop-down menu and select the language to use for communications from Moneris. 
   • Street Address: Use this field to enter the street address for the business. 
   • Additional Details: Use this field to enter other address information such as suite or unit number, floor, etc. 
   • City: Use this field to enter the city where the business is located. 
   • Province: This field is currently not editable. 
   • Postal code: Use this field to enter a postal code for the business. 
3. Determine whether the address information entered here will be used for your business and receipt contact information:
   • If you wish to have the same address information used for the business contact, place a checkmark in the Business Contact checkbox. If you wish to have a different business address, leave the box unchecked.
   • If you wish to have the same address information for this business that appears on statements from Moneris, place a checkmark in the Statement Contact checkbox. If you wish to have different address information for statements, leave the box unchecked. 
4. Click the Update button at the bottom of the screen. The business contact information is saved and the Manage Account Information screen reappears with the updated information.

Update the Business Operating Name

You can change the name that your business is operating as by following these instructions. 

1. In the Manage Account Information screen, click the Edit button in the Operating as Name section. The Update Operating As Name screen appears. 
   
2. Answer all of the questions posed on the screen by clicking either the Yes or No buttons. Once answered, the Continue button at the bottom of the screen will activate. 
   
3. Click the Continue button. 
4. In the Update Operating as Business Name screen, click inside the New Operating as Business Name field and enter your new business name. 
5. Read the legal disclaimer, and if you agree, place a checkmark in the I agree checkbox. 
6. Click the Continue button.
   
7. In the next Update screen, select the option that applies to the change you are making:
   • To change only the operating name that prints on transaction receipts, click the Change ONLY my Operating as Business Name on my receipts option, then click the Submit button. 
   • To change the operating name and address/phone number that prints on transaction receipts, click the Change BOTH my Operating as Business Name and Address/Phone Number on my receipts option, then click the Submit button. 
     
8. A confirmation will appear indicating the profile has been updated successfully, then the Select Your Account screen reappears. 
9. Click the Home button to return to the dashboard. 

Follow this procedure if you have forgotten your password to logon to Merchant Direct. This process flow is accessible from the Sign In screen. 
Note: If you wish to update your password, follow the instructions in the Update your password section. 

1. At the Sign In screen, click the Forgot password? link.
   
2. In the Forgot password? popup, enter the email address you use to sign in to Merchant Direct into the Email field.
   
3. Click the Submit button. A notification appears to inform you that a password recovery email has been sent to your email address.
4. Open your email and look for the message from "noreply@moneris.com".
5. Follow the instructions in the email to change the password.
6. Verify your identity by providing an answer to the security question, then click the Submit button. The Reset Password popup appears.
7. Enter a new password in the New Password field. 
8. Click inside the Confirm Password field and re-enter the new password. 
9. Click the Reset Password button. The password has been reset and a confirmation popup appears. 
10. On the confirmation popup, click the Sign In button. The Sign In page reappears. 
11. Proceed to Sign In for instructions on signing in. 

Follow this procedure to update your password. Note: If you require help resetting your password because you forgot it, refer to the Reset your password topic for instructions. 

1. From the dashboard, in the Your Account section, locate the information on your password expiry (it appears as "Password expires in ### days" format). 
2. Click the Update now link beside the password expiry information. An Update Password popup appears. 
   
3. Click inside the Current password field and enter the current password used to logon to Merchant Direct.
4. Click inside the New password field and enter a new password you wish to use.
5. Click inside the Confirm new password field and re-enter the new password. 
6. Click the Submit button at the bottom of the popup. The dashboard screen reappears and a confirmation of the change is sent to your email. 

It is possible to update your user account information in Merchant Direct, including: 

• your profile information (first name, last name, and contact phone number)
• the email address associated with your profile
• your mobile phone number
• email notifications (email, language, type of notifications)
• your self-serve options for refunds
• changing password
• enabling two-factor authentication
  

There are two methods to access the User Account screen:

• From the dashboard, in the Your Account section, click the Update your Profile link (pictured below).
  
• From the dashboard, click your user name in the top right corner of the screen, and on the menu that appears, click Settings (pictured below). 
  

Update User Profile Information

Follow the instructions below to update your user profile information. Note: Fields marked with an asterisk (*) are mandatory. 

1. In the User Account screen, in the User Profile section, click the Edit button. The User Profile popup appears. 
   
2. Update your information as required:
   • Click inside the User first name field and enter your first name. 
   • Click inside the User last name field and enter your last name. 
   • Click inside the Contact phone number and enter your business contact number.
   • Optional: Click inside the Ext. field and enter an extension for your business phone number. 
3. Click the Update button at the bottom of the popup. The User Account screen reappears. 

Update User Email Address

This email address is used for password resets and communications with you. Follow the instructions below to update the email address associated with your profile for Merchant Direct.

1. In the User Account screen, under the User email address section, click the Edit button. The User email address popup appears.
   
2. Click inside the User email address field and enter the new email address you'd like to associate with your profile. 
3. Click inside the Confirm email address field and re-enter the new email address. 
4. Click the Update button at the bottom of the popup. The Verify Email Address popup appears. 
   
5. Wait for the verification code to be sent to your email address. Once it arrives, enter the number into the field in the Verify Email Address popup, then click the Verify button. The popup closes and the User Account screen reappears. 

Update Mobile Phone Number

Follow the instructions below to update or add a mobile phone number to your profile. 

1. In the User Account screen, under the Mobile phone number section, click the Edit button (or the Add new number button if you have not yet added a number to your account). The Mobile phone number popup appears.
   
2. In the Mobile phone number field, enter the new mobile phone number you would like to associate with your profile. 
3. Click the Update button at the bottom of the popup. The Verify Mobile Phone Number popup appears.
   
4. Wait for the verification code to be sent to your mobile phone. Once it arrives via SMS text, enter the number into the field in the Verify Mobile Phone Number popup, then click the Verify button. The popup closes and the User Account screen reappears. 

Email Notifications

This email notifications are about setting email notifications for both chargebacks and copy requests. Follow the instructions below to update your email for notifications, set the language for the notifications and turn on or off the chargebacks and copy requests in your profile. 

1. In the User Account screen, under the Email notifications section for Notification email address, click the Edit button. The Notification Settings popup appears.
   
2. Click in the Notification email address field and enter an email address for receiving notifications.
3. Click the Update button at the bottom of the popup. The Verify Email Address popup appears. 
   
4. Wait for the verification code to be sent to your email address. Once it arrives, enter the number into the field in the Verify Email Address popup, then click the Verify button. The popup closes and the User Account screen reappears. 

Cardholder Dispute Notifications

You can set the preferred language to receive notifications as well as turn on or off the chargebacks and copy requests at any time.

1. Go to the Email notifications section.
   
2. In the Notification language section, choose English or French from the drop-down list
3. In the Cardholder dispute notifications section for Chargeback(s) and Copy request(s), use the toggle buttons to turn the notifications on or off. Note: Toggle button will be grey when it is selected off.

Self-serve options

Administrator users can update the settings for a basic user to enable or disable them to process refunds

1. In the section Process refund and Update bank account, use the toggle buttons to turn the notifications on or off.
   
   Note: Toggle button will be grey when it is selected off.
2. Click Update to save the changes and return to the User Management page.
3. Click Cancel to return to the User Management page.
   Note: The notification email address can either be the same as the user account email address (login email) or it can be set to a different email address.
   Note:  Fields marked with an asterisk (*) are mandatory. 

Enable Two-factor Authentication

Two-factor authentication is an additional layer of security on your personal logon. Follow the instructions below to enable two-factor authentication on your logon and set up the optional authenticator app.

Note: The authenticator app is optional and provides an additional layer of security, but is not mandatory for two-factor authentication to be enabled. 
Note: The authenticator app will need to be installed on a separate mobile device.

1. In the User Account screen, click the Security tab on the left side of the screen. 
2. In the Two-factor authentication section, click the Enable two-factor authentication toggle switch to toggle it to the right (ON). A Setup Authenticator App popup appears. 
   
3. Do one of the following:
   • If you wish to use an authenticator app, click the Yes button in the popup. The Authenticator App setup popup appears. Proceed to step 4. 
   • If you wish to use SMS text or email to authenticate your logon, click the Not Now button and proceed to step 7. 
4. Install an authenticator app on your mobile device. 
   
5. Scan the QR code displayed in the Step 2 - Scan section on the Authenticator App Setup popup with your mobile device, or manually enter the code into the app. The authenticator app will generate a code. 
6. Enter the code into the Step 3 - Verify section at the bottom of the Authenticator App Setup popup, then click the Verify button. 
7. The User Account screen reappears and Two-factor authentication is now enabled. You will be prompted to do the two-factor authentication the next time you login.

Regular check-ins for dispute notifications on your account can be a nuisance. The dispute notification feature is a great addition to let you know through email that there are dispute items in your Merchant Direct account which require your attention.

Set-up Notification in Merchant Direct

You can set your dispute notifications in two ways:

• Create a user account 
• Update your user account

Notification Received by Email

You will receive automatic email notifications generated by the Merchant Direct in your inbox (at the notification email address you provided) when you have either of the following on:

• Chargeback(s)
• Copy request(s)

Below is an example of the email notification you will receive:

Here is the breakdown of information you see in the email:

1. Subject (top of the page): Important Notice: Cardholder Dispute
2. From (second line): System generated email address
3. To (third line): Your email address provided to receive notifications
4. Important email message for your review (after your email address)
5. Actions that need to be taken (middle of email content)
   Note: This section is populated with the Customer Number and Disputes that Require Your Action
6. Link to the Merchant Direct login page (after actions)
   Link to the Moneris support page (towards the end of the email)
   Note: If you have both chargebacks and copy requests off, you will not see any email notifications. 
   Note: If you have any dispute posted the day before, you will be prompted with the following notification 
   "There are new and/or urgent cardholder disputes that require your attention. Click here to access your dispute notifications" when you login into your Merchant Account.

Merchant Direct Notification

When you log into Merchant Direct, a message at the top of the homepage informs you of cardholder disputes that require your attention. Follow the instructions below to review your dispute information.

1. Click on the message "There are new and/or urgent cardholder disputes that require your attention. Click here to access your dispute notifications" located at the top of the page to review the dispute.

The Dispute Management page appears.
Note: Dispute notification message will only display on the next business day. If the message is closed using "X", it will disappear and reappear the next day to a maximum of two days. The message will appear again only if there is a new dispute.

Keep User Profile Updated

It is very important to keep you profile up-to-date. In order to remind you to visit and update your profile, a message will pop-up on your homepage to remind you to take action when you first login into the Merchant Direct and 6 months after your last visit. Follow the instructions below to proceed to update your profile.

1. Choose from the following three choices:
   • Review now
   • Do it later
   • Close the User profile box
     

Review now

1. To review your profile now, click Review now to proceed. This will take you to the User Account page. 

Do it later

1. To review your profile at a later time, click Do it later and continue on the Merchant Direct homepage. The User profile popup message will close.

Close the message "X"

1. To close the User profile popup box, click on the "X" on the top corner of the popup box and continue on the Merchant Direct homepage. The User profile popup message will close.

As a business, you may want to add new accounts to your organization.  The administrator role will have access to use this feature. The Account Management screen displays a list of the accounts you currently have attached to your organization.

Here is a helpful video to quickly get you started.

Follow the instructions below to add an account:

Add an Account

1. From the Merchant Direct main menu, under the Self Serve section, click Account Management. The Account Management screen appears. 
   
   
2. Click on the Add account button located beside the search field. The Add Account screen appears.
   Note: Only numeric values are accepted in all the fields.
   
3. In the Account information section, click on the Moneris account number field. Enter the last 9 digits of the Moneris account number.
   Note: Do not enter the first 4 digits of the Moneris account number.
   Note: An error message will appear for incorrect number: "Enter a valid 9 digits Moneris Account number".
4. In the Banking information section:
   • Click on the Transit number field. Enter the 5 digit transit number. 
     Note: An error message will appear for incorrect number: "Enter a valid 5 digits Transit number".
   • Click on the Financial institution field. Enter the 3 digit financial institution number. 
     Note: An error message will appear for incorrect number: "Enter a valid 3 digits financial institution".
   • Click on the Bank account number field. Enter the 7 to 12 digit bank account number. 
     Note: An error message will appear for any spaces or hyphens: "Enter a valid account number".
     Note: Use the example text and cheque provided for your reference.
5. Click on the Add account button at the bottom of the screen. The Account Management screen appears. 
   • The message "The account "0030XXXXXXXXX" has been successfully added" displays at the top of the screen.
   • The newly added account is located at the top of the list.

Add Duplicate Account 

On the Add Account screen, in the Account information section, you may notice the message "Do not enter a Moneris account already attached to your ID" on the top right corner of the screen in red font. You may inadvertently add another Moneris account number that already exists. If you do, you will receive the following popup error message:

1. Click Go back.
2. Enter a new Moneris account number.

Multiple Failed Attempts

There may be times where you enter incorrect numbers. If the information you entered does not match, you will receive the following popup error message:

1. Click OK.
2. Re-enter all the field numbers again.
   Note: You will not be informed which field has the incorrect information. After 3 attempts of entering incorrect numbers, you will receive the following popup message:
   
3. Click Go back.
   Note: You may need to use the Contact us feature located at the bottom right corner. The Add account button on the Account Management screen will be unavailable. The following message will appear when you attempt to click the Add account button "This feature is unavailable, try again later.".
   

Both basic and administrator users can process refunds for their business. However, administrator users can disable or enable this functionality for a basic user. As a basic user, you will need to contact your administrator to ensure you have this setting enabled. You can also review user account settings to check if you have the ability to process refunds. Follow the instructions below to begin the refund process.

Here is a helpful video to quickly get you started.

Disclaimer: The Refund button is only available when Settled Transaction is selected as a search criteria under Find a Transaction. 

Process a Refund

1. Search for the transaction you want to refund.
2. View the details for the transaction you want to refund.
   
   Now that you have identified the transaction you want to refund, follow the steps below to complete the refund for the selected transaction.
3. Click on the Refund button at the top right corner. The Self Serve Refunds popup appears.
   
4. Click on the field called Refund Amount ($), then enter the amount you want to refund in the field. 
   Note: This amount should be equal or less than the Merchant Settled Transaction Amount. Review the Associated Transactions to ensure the correct amount is entered. The system will automatically subtract all previously refunded amounts for you.
   
5. Click on the Confirm refund button. 
   The Self Serve Refunds popup updates with a Moneris Service Center message, which indicates the refund process will credit the cardholder and debit the merchant.
   
6. Click on Submit refund to proceed.
   The Self Serve Refunds popup updates with a confirm process message.
   
   Note: You can also choose to Edit refund or Cancel refund,
7. Click on the Submit refund button.
   The Find A Transaction screen appears with the successfully submitted refund message at the top.
   
   Note: The View Details screen of the refunded transaction will display the Authorization Number. This is the confirmation of the refund processed should you need to reference it.
   

Edit Refund

You can choose to edit the refund that you are about to process.

1. Click on the Edit refund button. 
2. Re-enter a refund amount in the field called Refund Amount ($).
   Note: You can edit this refund amount to be lower but not higher than the settled transaction amount, as it would exceed the limit.

Cancel Refund

You can choose to cancel the refund process at any time.

1. Click on the Cancel refund button.
   The Cancel refund popup will appears.
   
2. Choose one of the following:
   • No, Go back button, will take you back to the Moneris Service Center message for the refund process.
   • Cancel refund button, will take you back to the View Details page for the initial selected transaction you wanted to process the refund for.

Refund Button Disabled

The refund button is disabled on the transaction you want to refund, because of the following reasons:

• the merchant is not eligible for refund;
• the transaction is not eligible for refund.

The disabled refund button will display the following messages when you hover over the refund button:

Refund Button Not Displayed

The refund button does not appear on the transaction you want to refund, this means the user is not eligible for a refund. The user will need to contact their administrator to update settings. You can also review user account settings to check if you have the ability to process refunds.

View Associated Transactions

The view details page of the selected transaction displays a section for associated transactions which only appears for transactions made by any credit cards, for interac card type. It displays all the details which are associated to the initial transaction.

The Associated Transaction section displays:

• Transaction Date
• Transaction Time
• Transaction Type
• Merchant Settled Transaction Amount
• Merchant Settled Transaction Currency
• Cardholder Transaction Amount
• Authorization Code
• Settlement Date

As an basic or administrator user, you have the ability to order products and supplies right from your business accounts. You can view past orders for devices and supplies submitted through Merchant Direct in the Order History table. You can filter your orders listed in the Order History table as well. Follow the instructions below to begin your order.

1. From the menu bar on the top left corner, click on Ordering under the Self Serve heading.
   
   The Ordering screen appears.
   
2. Click Product and supplies button on the top left side. The Select Account screen appears.
   

Select Products

Here you will see products and supplies that are available to be ordered for the account selected. You can view details of all products and supplies as well as insert the quantity you require. As you add to your order from the sections on the left side, the Order summary section on the right side of the page will update to reflect your order list and lead you to complete and process your order. You can choose to continue with your order, go back to the previous page orcancel the order at any time.

Device and Accessories

These are the devices that the selected merchant already owns and they can reorder more of them, including its related accessory. If there is more than one device available to you, an additional tab per device will be visible.

1. Click the Device tab name you want to order.
2. Click the Select a carrier drop down list and choose the carrier.
   Note: You must select a carrier, otherwise you will see the "Wireless carrier not selected" message.
   Note: If the chosen device is a wireless device that needs a carrier setup, the combo box with available selection of the carrier will show with the device.
   
3. Click the plus (+) or negative (-) sign in the Quantity section or type the number in the box.
   Note: You cannot enter the numeric value of zero (0), it will automatically default to one (1).
4. Click Add to Order button. The Order summary section will update to reflect all added items.
   Note: A message will appear when you have reached the maximum order limit the item.

Add other items to order

There are various sections on the left side to order from. You can choose to add items from any of the sections. 
Note: Once you have added an item to your order and attempt to navigate to another site or screen a message will popup. 

1. Click on any tab on the lefts side.
2. View and scroll the list of items within the tab.
3. Click on the plus (+) or negative (-) sign in the Quantity section or edit the number in the box.
   Note: You cannot enter the numeric value of zero (0), it will automatically default to one (1).
   Note: A message will appear when you have reached themaximum order limit the item.
4. Click Add to Order button. The Order summary section will update to reflect all added items.
5. Follow steps 1 to 4 to add other items to your order or proceed to step 6.
6. Click Continue to go to the next ordering process section. The screen will switch to the Order summary tab.

Order Summary 

This tab shows all the items you have ordered. You may change the quantity of the ordered items or remove the item from the order summary completely.

1. Review all the items you have ordered.
2. Change the quantity:
   • Click on the plus (+) or negative (-) sign in the Quantity section
     Note: You cannot enter the numeric value of zero (0), it will automatically default to one (1).
   • Edit the number in the box to update the quantity of the item ordered.
   • Click on the small trash can icon beside Quantity to completely remove the item from the order.
     
     Note: A message will appear when you have reached the maximum order limit the item.
     The Order summary section will update to reflect the updated quantity and cost.
     
3. Click Continue to go to the next ordering process section. The screen will switch to the Review order and contact information tab.

Review Order And Contact Information

This tab shows details of all the items you have ordered, which includes the unit costs and taxes applied based on your province of the account registered. You may choose to create a nickname for the order for future reference. This is also where you can update and confirm the shipping address.

Nickname

You may choose to create a nickname to reference this order or leave it blank.

1. Click on Nickname your order (optional) text field.
2. Enter a name you would like to use for this order.
   Note: The maximum length of the name is 30 characters.
3. Click outside the text field to continue.

Shipping Address

You can keep the populated address in this section or edit any text field to change the address information as needed for the order. All address fields are mandatory to be filled in. Once all the fields are populated with the address information and revised, the "I confirm that the shipping details below are correct" box is enabled.

1. Review the Shipping Address section.
2. Click on any name or address text field to edit.
   Note: The province will be disabled as this is linked to your taxation information for your account.
3. Click on the I confirm that the shipping details below are correct box to apply the checkmark.
   Note: The Continue button will be disabled until the checkmark is entered.
4. Click Continue to go to the next ordering process section. The screen will switch to the Accept Terms And Conditions tab.

Accept Terms And Conditions

This is the final step in your order process.

1. Read the Merchant Acknowledgment and Authorization to the bottom of the document.
   Note: The Submit order button will be disabled until you have read the full acknowledgment.
   
2. Click Submit order.
   Note: By submitting the order you agree to the Terms of Use.
   It will take a few moments to process the order. Then you return to the Ordering screen. You will see a message displayed at the top, indicating your order has been submitted. Your order is visible in the Order History section.
   

View Past Orders

You can view details of past devices and supplies orders submitted through MD2 from the Order History list.

1. Click on the three dots in the Action column under the Order History heading.
2. Select View details. The Order Details will generate and display on the screen as an invoice.
   
3. Click Close to return back to the Ordering screen.

No Order Details generated

If the requested order details screen cannot be generated, you will see the following message:

Apply Filters and Show My Orders Only

You can view order history by applying filters to view specific orders or use the "Show my orders only" option. You can also combine the filters with "Show my orders only".

Apply Filters

You can choose to apply filters to search for a specific order you may have placed before.

1. Click the Table Filter button on the right side of the screen. The filter popup appears.
   Note: To remove all previous selections and entries, click Reset.
2. Click on the Column Name field and choose one of the following:
   • Order Date - The Filter field will populate with "In between".
   • Click on the first search date and select a date from the popup calendar, repeat the date selection for the second search date then go to step 5.
   • Order Number
   • Account Number
   • Account Name
   • Shipping Address
   • Order Nickname
   • Status
   • Order Type
3. Click on the Filter field and choose one of the following:
   • Contains
   • Does not contain
   • Equals
   • Does not equal
   • Is empty
4. Click on the Search field and enter text or digits that you are searching for.
   Note: To apply more filters, click +Add Filter and follow steps 2 to 4.
5. Click Apply. The results of your search will display in the Order History section.

Show my orders only

You can select to see only order that you have submitted. 

1. Click on the box next to "Show my orders only" and the checkmark will appear in the box.
   The Order History section will automatically update with all orders that were submitted through MD2 by the logged in user.

Maximum Order Limit

All the items have maximum limits for the order transaction. Devices and accessories have various quantity limits. When you attempt to add a higher quantity of an item and have reached the maximum limit, you will see messages like the following:

Maximum Device limit of 5

You can order a maximum of 5 of the same device on an order (across different carries, if it applicable).

Maximum Paper Roll limit of 10

You can order a maximum of 10 of any other non-device item.

Cancel Order

You can choose to cancel the order at any time.

1. Click on the Cancel order button.
   The Cancel order popup will appears.
   
2. Choose one of the following:
   • No, Go back button, will take you back to the current order page you were on.
   • Yes, start over button, will take you back to the Select Account screen.
     Note: When there is only one associated merchant, you would return to the Ordering screen.

Leave Site or Screen

Leave Site

Should you leave the site at anytime before submitting and confirming your order, items ordered to this point will not be saved. This will only appear if you have added at least one item to the order.

You will see the "Changes you made may not be saved" message.

1. Choose one of the following:
   • Leave button, to leave the current site and go to the new site.
   • Cancel button, to remain on the current site.

Leave Screen

Should you navigate to another screen within Merchant Direct 2 before submitting and confirming your order, items ordered to this point may not be saved.

You will see the "Your order will not be saved if you exit" message.

1. Choose one of the following:
   • OK button, to exit the current screen and go to the new screen.
   • Cancel button, to remain on the current screen.

Both basic and administrator users can view their own user details and process banking requests. However, administrator users can create and/or edit external users under their own organization. You can also review user account settings to check if you have the ability to process banking requests. Follow the instructions below to begin the add bank account process. 

Here is a helpful video to quickly get you started.

Find Merchant Account

1. From the Merchant Direct main menu, under the Self Serve section, click on Account Management.
   
   • The Account Management screen appears. 
     
2. Locate the account you wish to edit:
   • Click inside the Search field at the top of the screen and search by store name or Merchant ID. 
   • Use the vertical scroll bar on the right side to scroll up and down the list of accounts. 
3. Once you locate the account you wish to edit, click on the update icon () in the Update column. You cannot update a greyed out icon. The Manage Account Information screen appears.
   
4. Scroll down to the Bank account section and click the Edit button. The Request for bank account screen will appear.
   
   Note: The Bank account section will not display if you are not eligible for Selfserve Banking.

Request Bank Account

This is where you will be asked a series of questions related to your bank account request. There are five sections to complete the banking process, which you will see across the top of the screen. The sections will need to be completed in order as they appear.

• Bank account request questions
• Existing bank account info
• New bank account info
• Bank account update details
• Confirm update details

Bank account request questions

This first section requires you to answer all four statements.

1. Click the Yes or No buttons for each statement:
   • My ownership is changing: Change in the shareholder, partners or other owners of the business
     Note: When you click No, on this statement, the next statement will automatically change to No.
   • Ownership changing more than 50%: e.g. Your ownership of the company is changed more than 50%
     Note: The choice of Yes or No will only be available if the statement above is Yes.
   • Change in Entity: e.g. Sole Proprietor to a partnership
   • Legal name of my business is changing: e.g. Changing legal name from 222 Ont Inc. to 999 Ont Inc.
2. Click the Continue button to move to the next section.
3. Click the Cancel button. TheCancel banking request popup appears.

Existing bank account info

This second section requires you to fill out information about your existing bank account.

Note: Only numeric values are accepted in all the fields. Use the example text and cheque provided for your reference.

1. Click in the Transit number field. Enter the 5 digit transit number. 
   Note: An error message will appear for incorrect number: "Enter a valid 5 digits Transit number".
2. Click in the Financial institution field. Enter the 3 digit financial institution number. 
   Note: An error message will appear for incorrect number: "Enter a valid 3 digits financial institution".
3. Click in the Bank account number field. Enter the 7 to 12 digit bank account number. 
   Note: An error message will appear for any spaces or hyphens: "Enter a valid account number".
4. Click the Continue button to move to the next section.
5. Click the Cancel button.The Cancel banking request popup appears.

New bank account info

This third section requires you to fill information about your new bank account and to refill the same information to confirm the new bank account.

Note: You cannot use the copy and paste function to enter the information.

Note: Only numeric values are accepted in all the fields. Use the example text and cheque provided for your reference.

1. In the What is your new bank account? section:
   • Click in the Transit number field. Enter the 5 digit transit number. 
     Note: An error message will appear for incorrect number: "Enter a valid 5 digits Transit number".
   • Click in the Financial institution field. Enter the 3 digit financial institution number. 
     Note: An error message will appear for incorrect number: "Enter a valid 3 digits financial institution".
   • Click in the Bank account number field. Enter the 7 to 12 digit bank account number. 
     Note: An error message will appear for any spaces or hyphens: "Enter a valid account number".
2. In the Confirm your new bank account section:
   • Click in the Transit number field. Enter the 5 digit transit number. 
     Note: An error message will appear for incorrect number: "Enter a valid 5 digits Transit number".
   • Click in the Financial institution field. Enter the 3 digit financial institution number. 
     Note: An error message will appear for incorrect number: "Enter a valid 3 digits financial institution".
   • Click in the Bank account number field. Enter the 7 to 12 digit bank account number. 
     Note: An error message will appear for any spaces or hyphens: "Enter a valid account number".
     Note: The information from both sections in this screen will need to match to continue.
3. Click the Continue button to move to the next section.
4. Click the Cancel button.The Cancel banking request popup appears.

Bank account update details

This forth section requires you to update your new bank account details.

Click and choose on one from the following:

• All Accounts
• Fees Only
• Deposit Only

Click on the populated date to open the calendar in the Update bank account on: field. The calendar popup appears.
Note: Tomorrows date is automatically populated in the field.

1. Select a date:
   • Click on the left or right arrow to move between months.
   • Click on the month that appears to open the scroll bar and select a month.
   • Click on the year that appears to open the scroll bar and select a year.
   • Click on the date you wish to have your account updated.
     Note: You can select a date between tomorrow and within 90 days of this banking request. If you try to select a date out of this range, you will not be permitted.
     Note: The calendar popup will close when you have selected your date, but you can click on it again to make changes.
2. Click the Continue button to move to the next section.
3. Click the Cancel button.The Cancel banking request popup appears.

Confirm update details

This fifth section requires you to confirm and authorize Moneris to change your bank account and accept the terms of use.

1. Carefully read this confirmation message. 
2. Click on small box on the left side of Accept the Terms Of Use to place a checkmark.
   
3. Click the Continue button to move to the next section. The Manage Account Information screen with the Bank bank account section appears.
4. Click the Cancel button.The Cancel banking request popup appears.

Cancel banking request

You can choose to cancel the banking request at any time.

1. Choose one of the following:
   • No, go back button to return and continue on the screen you were on.
   • Cancel banking request button to exit out of the request and return to the Manage Account Information screen with the Bank account section only.
     
2. Click the Edit button or the Go back button.

Not eligible to update

When the icon () is greyed out, this means the account you are trying to select to is not eligible to update and you will need to contact your administrator.

Unable to continue

There may be times where you may not be able to proceed further, the message "Based on your response it appears this is a new business ownership. Please contact our Sales Centre for assistance at 1-855-463-5669." will appear.

1. Click the Edit button to return to Bank account request section.
2. Click the Go back button to exit out of the request and return to the Manage Account Information screen.

1. From the main menu, click Account Management. 
2. In the Account Management screen, click on the ellipsis button (...) in the Actions column for the merchant number you wish to view.
3. Click View API Token. The API Token Detail popup appears. 
4. When you are finished viewing the token, click the Close button. 
   

Note: If you wish to copy the API token to the clipboard to paste into another application or field, click the Copy icon ().