Questions

1. Why is an application process required?

2. What is the application process?

3. What are the application types?

4. Why are there specific guidelines for onboarding?

5. What happens after a merchant submits an application?

6. What are the accepted business types?

7. Are all applications approved?

8. Are E-commerce sites evaluated as part of the application process?

9. What documentation is required to complete the application?

10. How long does the application review process usually take?

11. What are the top reasons for application delays?

12. How are applicants notified of an approval or rejection decision?

13. What is required to process payments in Canada?

14. Does a partner need a Canadian bank account?

15. What is required from a Canadian merchant?

16. Can I process both Canadian and US transactions with the same Merchant ID/Location ID?

17. What information do I need to pass for Canadian ACH transactions?

18. How do I format Canadian Routing Numbers?

19. Can I use the REST API Applications object for Canadian Merchants?

1. Why is an application process required?

Application is essential to ensure that all customers meet our compliance, regulatory, and operational requirements. It helps us verify the legitimacy of the business, assess risk, and gather the necessary information to provide the best possible service and support. This step also helps protect both parties from fraud and ensures a secure and trustworthy business relationship.

2. What is the application process?

The application process involves submitting key business information and documentation, such as legal entity details, ownership structure, identification documents, and financial data. This information is reviewed and assessed as part of our due diligence procedures. Once approved, the customer can proceed to the next steps in the onboarding process, including integration as needed, training, and activation of services.

3. What are the application types?

The application process involves submitting the requested service: ACH Only, ACH and Credit Card (CC), and Canadian CC as described below:

• ACH Only Application: Used for ACH collections and/or disbursements and gateway fees. Supports 3rd party acquirer in addition to ACH. Chargeback fee is fixed at $25.00.

• ACH and CC Application: Used for any combination of ACH, Credit Card processing, and gateway fees. CC pricing model checkbox must be selected (only one option for V/MC/D pricing).

• Canadian CC Application: For Canadian entities wanting to process credit cards via Paystone (ISO of Elavon). This application does not support CSG Forte gateway fees; the ACH application can be used for gateway services. Certain fees must not be altered (Application Fee, Account Maintenance Fee, Return Item Fee/NSF, Monthly Service Fee, Chargeback Fee, Monthly PCI Compliance Fee, Monthly Minimum). 

4. Why are there specific guidelines for onboarding?

CSG Forte seeks to onboard and retain customer relationships that produce a fair return without incurring more than an acceptable level of risk. The onboarding processes and activities will support the acceptance and retention of qualified accounts that are expected to provide long-term profitable relationships. These onboarding guidelines outline the general expectations, processes, and risk requirements for the consideration and acceptance of new applicants to CSG Forte. Further details are provided in the following questions.

5. What happens after a merchant submits an application?

Applications may go through automated validation checks or manual review, depending on the details provided. Processing times can vary, as incomplete applications or inaccurate information may require additional follow-up to ensure proper evaluation. Once all necessary documentation is submitted and verified, the onboarding process can move forward. Customers that successfully meet all validation and underwriting requirements may be approved and enrolled through CSG Forte’s internal processes. Unless otherwise specified (which may vary based on partner agreements), enrolled merchants will receive a welcome email containing their new merchant identification number along with other helpful information.

6. What are the accepted business types?

CSG Forte maintains a list of prohibited business categories that are not eligible for credit card or ACH processing. Businesses falling within these restricted types will not be considered for onboarding.

7. Are all applications approved?

No. Certain types of industries, products, or services can present an excessive risk that is considered unacceptable for a processing relationship. These types of merchants are classified as prohibited businesses as outlined within the previous question. The prohibited list also incorporates sponsor banks’ prohibited customer types, as well as the categories considered unacceptable by the card brands. With this, any merchants determined to be in a prohibited category, or any merchants providing prohibited goods or services in whole or in part, cannot be considered for processing by CSG Forte.

8. Are E-commerce sites evaluated as part of the application process?

Merchants with an online presence or who use a website to conduct electronic commerce may be considered for a review of their website. CSG Forte will review website contents that could include the following:

• Merchant name, website content, and merchant information.

• Customer service contact details.

• Merchant location is within the acquirer’s licensed jurisdiction.

• No OFAC countries are present on the site. 

9. What documentation is required to complete the application?

While not an exhaustive list, depending on the need, CSG Forte may request one or more of the following documents to complete the revision:

• Valid Government Issued Identification

• Copy of Social Security Card

• Valid Secretary of State Filing

• Non-Profit Entity Registration or Tax-Exempt Status

• Bank Statements, Bank Verification Form, Bank Letter, Voided Check

• W-9 Form

• Financial Statements

10. How long does the application review process usually take?

The standard SLA is 1-5 business days for review and initial response. The time frame on decisions for manually reviewed applications is largely dependent on the merchant’s response to any requests for additional information or documentation. 

Once an application has been approved, the account will be enrolled within 1-2 business days.

 

11. What are the top reasons for application delays?

Application processing may be delayed due to several common issues. To help ensure a timely review, applicants should be aware of the following frequent causes of delay:

• Incomplete or missing requested documentation.

• Inability to validate business and/or signer information.

• Missing ownership or control information.

• Pending limit confirmation.

To avoid delays, applicants are encouraged to carefully review all requirements and ensure that all requested information is accurate and complete prior to submissions.

12. How are applicants notified of an approval or rejection decision?

All applicants receive a formal notification of the decision, whether approval or rejection, via email. The delivery of this notification is handled in accordance with the configuration of the specific vertical. In some cases, the decision is communicated directly to the merchant, while in others, it is sent to the designated partner associated with the application.

13. What is required to process payments in Canada?

Canadian merchants typically require both:

• A CSG Forte Gateway or ACH application.

• A Paystone Credit Card application.

14. Does a partner need a Canadian bank account?

It depends:

•If CSG Forte is billing the merchant, the partner does not need a Canadian account.

•If it is a partner-billed merchant account, then: 

o  The partner must have a Canadian bank account, or CSG Forte will apply a manual billing fee.

15. What is required from a Canadian merchant?

• Valid GST number.

• Canadian branch bank (U.S. banks with CAD accounts are not accepted).

• Completed CSG Forte Gateway and Paystone applications.

16. Can I process both Canadian and US transactions with the same Merchant ID/Location ID?

• Credit card transactions may be processed using the same Merchant ID and Location ID, provided the cards are issued under a major card brand (e.g., Visa, MasterCard, Discover, etc.).

• ACH transactions can NOT be processed using the same Merchant ID/Location ID. When a merchant account is established, the account is associated with a designated Originating Depository Financial Institution (ODFI). At present, CSG Forte does not offer ODFIs that support cross-border ACH transactions.

Note: For assistance in determining the most appropriate ODFI for your business needs, please contact your assigned Sales Representative or Relationship Manager. 

17. What information do I need to pass for Canadian ACH transactions?

Although it may not be required by all banks, Forte recommends sending the customer’s full address, state, and zip code data to ensure the transaction processes successfully.

18. How do I format Canadian Routing Numbers?

Canadian routing numbers can be entered directly with eight digits as it appears on the financial institution's Magnetic Ink Character Recognition (MICR) code or as nine digits created from MICR code. For example, if a bank's MICR code is BBBBB-AAA, then its routing number in Forte's system can be entered as BBBBBAAA (no spaces or dashes, only digits) or 0AAABBBBB (With zero inserted as the leading digit). The three-digit code (AAA in our example) represents the financial institution, while the five-digit code (BBBBB) identifies the branch. For a directory of Canadian financial institutions, click here, and for the directory of branches click here.

19. Can I use the REST API Applications object for Canadian Merchants?

When submitting applications for Canadian merchants, you must specify Canada as the country by passing owner.country=CA. If you do not do this, our system will default to a US address and will throw an error when attempting to recognize the street address, locality, region, and postal code of a Canadian address. NOTE: The owner_2, owner_3, and owner_4 objects are not required for Canadian merchants.