Email [email protected], which will create a case in our system for the New Accounts team to start the process.
Or, you can fill out our online form to start the process.
All Greenlite customers must contact VendNet Support at +1 800.833.4411.
If you have less than 200 machines, please contact customer support (+1 800.227.3657). If you have over 200 machines, please reach out to your dedicated account manager.
Please email [email protected] with your company name and order number to check on order status.
To request an activation, please email device numbers to [email protected].
If you purchased this device from another Cantaloupe customer and are having this transferred, The Seller will need to initiate the transfer of devices. You should work with them to make sure they have contacted Cantaloupe to set this process in motion.
If you purchased the device from an online retailer like eBay, you may need to look into returning the item for a refund. Resold devices may not have been correctly deactivated from the previous owner’s account and cannot be activated to a new account if that is the case.
To request a deactivation, an authorized account admin should email [email protected] with the following information:
To follow up with an existing deactivation request, please contact Cantaloupe support (+1 800.227.3657) with a reference to the case number you received when your request was submitted. Please note, for off-contract Seed devices, you can deactivate within the Seed software.
Please email the device numbers to [email protected] or start the transfer process online via our Transfer Devices form.
If you purchased your device from another Cantaloupe customer and are having this transferred, The Seller will need to initiate the transfer of devices. You should work with them to make sure they have contacted Cantaloupe to set this process in motion.
If you purchased the device from an online retailer like eBay, you may need to look into returning the item for a refund. Resold devices may not have been correctly deactivated from the previous owners account and cannot be activated to a new account if that is the case.
Accounts, by default, are set up to a weekly Friday pay schedule. We can set different weekly pay dates upon request. When payments are issued on their scheduled payday, the deposit typically reflects in your account the following business day. In order for a payment to be initiated, your Net Amount on the pending payment needs to be at least $25. Any pending payment $24.99 or under will roll over into the next week and reattempt payment on the next pay-date. Again, subject to the $25 minimum amount.
Please review our Whitelisting Instructions to fix this issue.
Before you return any equipment, you’ll need to submit an RMA. Read below for instructions on how to submit an RMA.
An RMA, or a return merchandise authorization, is the first part of the process of returning a device or parts to Cantaloupe in order to receive a refund, replacement, or repair.
You can submit an RMA through Seed Live. Watch our video demo for guidance, or see below for specific instructions based on your specific return type.
To submit an RMA request for a device, follow these instructions.
To submit an RMA repair request for a device, follow these instructions.
To submit an RMA request for device parts, follow these instructions.
If you have any questions or need assistance with submitting an RMA for returns or repairs, please reach out to our Customer Service team at +1 888.561.4748 or [email protected].
RMA shipping and processing varies in length based on volume, but expect to experience lengthier processing times during bank holidays, Christmas, and New Year’s based on the UPS schedule.
Sales or use tax is usually a pass-through tax. This means customers (in some cases business owners are the customers), not suppliers, pay the sales or use tax. However, suppliers must collect, deposit, and remit any taxable products or services purchased by the customer/business owner. Customers purchasing products are responsible for paying the sales or use tax.
Taxability of products and services purchased from Cantaloupe and Three Square Market will vary from state to state. Examples of products and services include: cashless devices/kits, parts, monthly service fees, processing fees, rental fees, terminal fees, telemetry fees, software licensing fees, etc. Products or services do not include individual products/merchandise the customer is selling in its machines or locations. The operator is responsible for collecting and remitting sales or use tax on the sale of those goods.
NOTE: Taxes are based on your local and state laws. Only those applicable goods and services listed in your state/county laws will qualify as taxable.
Sales or use taxes will be charged on products or services monthly (including but not limited to software or hardware subscriptions, kiosks, card readers, cabinetry, cooler and freezer units, etc.). Based on how the customer is billed, the customer will see the tax charge displayed either directly on their invoice, and/or it will be displayed in connection with and added directly to the customer’s EFT payment.
Card readers customers can view their billing inside of Seed Live. Once logged in, navigate to the Reports tab. You can view any of the following reports to see taxes displayed in the “Taxes” column: Payment Detail for EFT, Pending Payment Summary, Payment Reconciliation by Date Range, and Billing Summary.
Seed customers can view their billing directly on their mailed or emailed invoice statement.
Legacy Three Square Market customers can view their billing directly on their invoice statement. Online, customers can see tax information included in their sales summary report, if applicable.
Please check with your local, state, and county laws, or consult with your accountant, to verify your status.
Cantaloupe customers can send their tax exclusion or exempt certificates to [email protected]. Legacy Three Square Market customers can send their tax exclusion or exempt certificates to [email protected].
Best practice is to always consult with an accountant regarding applicable tax laws per state and local laws. If you have any questions for Cantaloupe around the process, charges applied, or general questions not covered in this FAQ, please email [email protected]. For Three Square Market customers, email [email protected].
If your account has made in excess of $20,000.00, a 1099 Form will be mailed to you.
Forms are mailed out before January 31st. Due to delays and slowdowns with the USPS, there could be delays in receiving the forms.
Email [email protected] and request a form be re-sent. Please include your Account name, a contact phone number and email address as well as the address where the form should be mailed.
You can call our customer service team at 888.561.4748 to confirm if your company should have received forms.
There are two reports in Seed Live that you can run to help you calculate your yearly tax liability: the Sales Rollup Report and the Payment Reconciliation Report.
To learn where to find these reports and how to run then, watch this video or contact us at 888.561.4748 and speak to our customer service team for instructions.
Please complete a W-9 Form with the IRS by clicking here, and then submitting it to [email protected] to ensure we get your account updated with the latest TIN information.
If and when the TIN number on your account files with Cantaloupe does not match the Internal Revenue Services (IRS) records. The IRS considers a TIN as incorrect if, either the name or number shown on an account does not match a name and number combination in their files, or the files of the Social Security Administration (SSA). This information is necessary for us to continue servicing your account.
A chargeback, also referred to as a payment dispute, occurs when a cardholder questions a transaction and asks their card-issuing bank to reverse it. The ability for consumers to dispute a payment protects them from unauthorized transactions.
There are various forms of transactions that can be categorized as a chargeback. It usually starts with the cardholder seeing a charge from a business they don’t recognize, meaning they believe it to be a fraudulent charge.
Cantaloupe receives chargebacks from card processors daily. The chargebacks will then be updated into the Cantaloupe customer’s account on a weekly basis. The chargeback amounts will automatically come out of the customer’s next scheduled EFT or displayed directly on the customer’s emailed/mailed invoice.
For customers using Seed Live:
NOTE: All emailed/mailed invoices will have a line item displaying chargeback amounts. If a customer has a question on their chargebacks, they can reach out to their account manager for further details.
Cantaloupe customers have the option to dispute specific chargeback transactions, and can reach out to their Cantaloupe account representative or [email protected] to learn more.
In order to resolve the dispute, the card processor may request documentation to prove the legitimacy of the transactions. If the card processor rules in the merchant’s (operator) favor, the transaction stands. If the card processor rules in the customer’s (consumer) favor, a dispute fee will need to be paid, in addition to the disputed transaction amount. The dispute fee is $5.00 for each dispute.
First, it is very important to make sure you have the correct zip code setup in the location information in Seed Live. The zip code that is set up under the location information of the device controls the city and state that will show up on the cardholder’s statement. There are two ways you can look this information up. Go to general -> devices and look up individual devices on this page. Here’s a short video to help out. To access this information and make changes in bulk, just go to configuration -> mass updates -> mass device update -> and click the “current active devices” link near the top of the page.
Second, make sure your “Doing Business As” is set up the way you want your company name to show on the card holder’s statement. To access this, go to configuration -> preferences, and you’ll see it at the top of this page. This controls all devices on your account. You can REVIEW this at a device level on the devices page IN the “Override Doing Business As”. To change your DBA, please email [email protected] with your request, including the DBA you would prefer to be listed.
Third, custom velocity settings can be applied to devices, which trigger the machine to stop accepting transactions, based on variables of too many happening at a given time. To learn more about velocity device settings please contact Customer Service at [email protected] or call at 888.561.4748, as there as some regulations with the information you can use.
A pre-authorization is a hold for a pre-determined amount that is put on a consumer’s card when they swipe or tap their card or tap their mobile wallet at an unattended point of sale, like a vending machine. The pending charge stays in place until the final amount is posted approximately 24 – 72 hours later. Pre-authorizations are intended to ensure a payment can be processed.
Consumers shopping at vending machines or at a self-service retail market will see a pre-authorization (or what may look like a “pending charge”) on their card. The pre-authorization amount will remain until the final amount is updated and posted, typically within 24 – 72 hours of purchase. Please note that this pre-authorization process is standard procedure for many merchants and banks.
The transaction goes through a number of steps to get from one bank account to another as it’s being processed. The acquiring bank will issue an authorization request to the card issuing bank through the process, sending the approval back, for the final amount to be posted once funds have been acknowledged and transferred. Note that some banks may add additional days to the process, for example if the account holder is not in good standing. Please visit FIS Global’s website for additional information on credit card processing.
We pre-authorize up to $5 for Cantaloupe card readers to we and our customers stay compliant with Visa Core Rules and Visa Product and Service Rules, related to unattended transactions for the sale of food and beverages (section 5.8.3 Table 5-13: Special Authorization Request Allowances and Requirements, page 380).
First, be sure to remove any decals on machines that may refer to the prior pre-authorization amount of $1.50. Operators can access new, updated decals to add to their machines, indicating the temporary $5 hold, by visiting Cantaloupe’s online store.
This replaces the hold of a predetermined amount (pre-auth) with a hold that is the exact amount of the transaction. This is not the final charge.
A consumer purchases a Snickers bar for $2.25 at an operator’s vending machine.
If pre-authorization is enabled on the card reader, the consumer will see a fixed amount held on their card – in the example, we’ll go with $5.
If exact authorization is enabled on the card reader, the consumer will see the exact transaction amount held on their card – $2.25.
Currently, exact authorization is only available on G10 and G11 devices operating in single vend mode.
This applies to the card reader and only allows for one item to vend per transaction (even if the machine has multi-vend capabilities).
This also applies to the card reader and allows for more than one item to vend per transaction.
Your machine will only vend one item per transaction. If a consumer wishes to purchase more than one item at a machine, they will need to perform multiple transactions.
Submit a request to your sales representative or account manager via email. Once a request is made to switch your device(s) from pre-authorization mode to exact authorization mode, it will be added to a queue. If the machines you wish to change are operating in multi-vend mode, we will first need to change them to single vend mode.
Our team will push the changes over-the-air. Updates will be applied to the device during the next scheduled overnight update.