---
title: Merchant FAQ
description: Answers to common Points Business merchant questions about applying, account changes, statements, deposits, refunds, and support.
url: https://thepoints.io/docs/merchants/faq
audience: [merchants]
---

# Merchant FAQ

## How do I apply?

Select "Sign up for a Merchant Account" at [Points Business](/business) or go to [merchant signup](/signup/merchant). See [Getting started](/docs/merchants/getting-started).

## How does approval work?

Every application is reviewed by the POINTS team, and payment processing is subject to underwriting and approval. Sending complete information and answering follow-up questions quickly helps the review move.

## Which payment types can I accept?

Major cards and mobile wallets, in person and online. Bank (ACH) payments may be available depending on your setup. Ask support.

## Which products are live?

The Merchant Dashboard, Payment Links, Tap to Pay, POS, and online payments with recurring billing are live for approved merchants. Loyalty is coming soon. See [Merchants](/docs/merchants).

## When will I get my deposit?

Your deposit schedule is set when your account is approved. Deposits happen on business days after you close out your batch. Ask support for your schedule and cut-off time. See [Deposits and batches](/docs/merchants/deposits-and-batches).

## Why is my deposit smaller than my sales?

Processing fees, refunds, chargebacks, a reserve, a deposit delay, or a sale held for review can all reduce a deposit. See [Read a deposit](/docs/merchants/deposits-and-batches#read-a-deposit).

## Where are my monthly statements?

In **Statements** in the [Merchant Dashboard](/docs/merchants/merchant-dashboard).

## Why do the processing costs on my statement vary from sale to sale?

Processing costs depend on things like the type of card, debit or credit, rewards cards, whether the card was present, your type of business, and how the sale was taken. Variation is normal. Contact support with questions about your statement.

## How do I refund a customer?

See [Refunds and voids](/docs/merchants/refunds-and-voids). If the sale has not been batched yet, void it instead.

## How do I change my business details?

Contact support for changes to your business name (DBA), addresses, phone numbers, email, website, or statement descriptor. Some changes, such as your business's tax ID, ownership, or legal name, need a new application.

## How do I change my bank account?

See [Bank account](/docs/merchants/merchant-dashboard#bank-account).

## What name will customers see on their card statement?

Your statement descriptor. Use a name customers recognize to avoid disputes. See [Branding and customer-facing details](/docs/merchants/merchant-dashboard#branding-and-customer-facing-details).

## Can I stop customer payment emails?

Yes. Customer email and text notifications can be turned off in the dashboard settings.

## How do I add another user?

Create a role, then a user with that role. See [Users and roles](/docs/merchants/merchant-dashboard#users-and-roles).

## I have more than one location. Do I need separate logins?

Ask support. Depending on your setup, one login may be able to switch between your merchant accounts.

## Can I charge customers a fee for paying by card?

Surcharging and cash discount programs need a custom setup and must follow card-network and state rules. Contact support before you add any fee at checkout.

## How do I close my account?

Contact support. Return any equipment as instructed.

## How do I reach support?

Email info@thepoints.io or call (833) 374-1518.