General FAQ

  1. How do I get started with Beanstream?
  2. What does it cost?
  3. What do I need to get started?
  4. What services do you provide?
  5. What credit cards do you support?
  6. What do you do to ensure reliability?
  7. Does Beanstream do web design?
  8. How is my site linked to Beanstream?
  9. Do I require merchant status to use your system?
  10. Do you offer product and technical support?
  11. Do you offer a shopping cart?
  12. How are customer disputes handled?
  13. How are refunds credited to Customers?
  14. What will be the name of the merchant on my customers credit card statement?
  15. What auditing services do you offer?
  16. What types of reports do you provide?
  17. Are sales restricted to Canada and the U.S.?
  18. How are currency conversions dealt with?
  19. In what currencies can the merchant request payment?
  20. Who can I call if I am having difficulty?
  21. Is your site available in other languages?
  22. Are there types of merchants that you do not accept?
  23. Is there a minimum / maximum dollar amount that you can process?
  24. How do we ensure that order information and/or payment amounts are correct?
  25. Has Beanstream completed the Visa AIS program?

1. How do I get started with Beanstream?

Fill out an initial application form and one of our representatives will contact you to determine what components you need to fulfill your eCommerce needs - or call us at 888-472-2072.

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2. What does it cost?

Pricing is dependant upon the type of business you operate, your sales volume, and your credit card processing requirements. We fully disclose our pricing and there are no hidden costs! Fill out our inquiry form and someone will get back to you to discuss your particular needs.

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3. What do I need to get started?

What you need is Internet access and a product or service you wish to sell. If your product or service is being sold over the Internet then you will also need a website. If you do not yet have a website or are looking for a shopping cart solution, then you may want to consider one of our hosted solutions or shopping cart products.

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4. What services do you provide?

We offer a variety of payment processing and authentication services. We also provide debt collection services and licensing of our patent portfolio. Fill out our inquiry form to discuss the options that will best suit your business.

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5. What credit cards do you support?

Beanstream supports the following credit cards:

  • VISA
  • Mastercard
  • American Express Card
  • Discover Card
  • JCB
  • Diners
  • Sears

If you require merchant accounts from Beanstream, we can provide Mastercard and Visa merchant accounts in both Canadian and US dollars.

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6. What do you do to ensure reliability?

We use enterprise class servers configured in a redundant array in two separate world class datacentres. We monitor our servers and services 24 hours a day from 3 different locations.

Support staff are available to help you with any questions or trouble you are having during normal business hours. Email any questions to technical support team, or call 1.888.472.0811. 6AM to 6PM Monday through Friday Pacific Time. We also provide after hours emergency technical support 24 hours a day, 7 days a week.

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7. Does Beanstream do web design?

The short answer is no. Beanstream does not host or design web pages. However, our services are integrated into the majority of leading shopping cart and hosted solutions in North America.

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8. How is my site linked to Beanstream?

If you are using a hosted website solution or shopping cart where Beanstream has already been integrated then linking to us is as simple as adding your account information to the configuration page of the shopping cart or website.

If you are hosting your own site on a web server, a link must be placed from your site to our secure server during the final purchase stage. Purchase information is passed to our server where your customers can enter their credit information and complete their purchase. Alternatively, we also provide APIs which allow you to pass transaction information to us from your own secure server. We also support secure FTP access for batch processing of credit cards and cash management services.

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9. Do I require a merchant account to use your system?

No. If you do not have an existing merchant account, then we may be able to facilitate you in receiving one. We have an excellent relationship with several merchant account issuers. In addition, we have the ability to provide a merchant account solution for merchants who do not have their own merchant accounts or who do not wish to use the ones that they have.

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10. Do you offer product and technical support?

Yes. We have dedicated customer support staff to assist with integration, administration and maintenance issues.

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11. Do you offer a shopping cart?

Yes. We have our own shopping cart and Beanstream is already integrated into a large number of 3rd party shopping cart platforms as well.

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12. How are customer disputes handled?

Often referred to as a chargeback, a customer can dispute a credit card charge for a variety of reasons. Visa, Mastercard and American Express can then chargeback the transaction amount to the merchant. Under the Merchant Agreements with Visa/Mastercard/Amex they do not guarantee non face-to-face credit card transactions even though the original transaction was approved. A transaction can only be guaranteed if the merchant saw the card and has a signature from a receipt. Beanstream works with the merchant to resolve these disputes.

The risk due to credit card fraud can be mitigated by deploying Verified by Visa, Mastercard Securecode, or any combination of our proprietary risk management tools.

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13. How are refunds credited to customers?

The merchant would normally process refunds to ensure that they are accurate and justified. Beanstream provides a flexible software "POS" interface free of charge that you can access through your web browser for refunds and manual transaction processing. There is no additional charge for you to process a refund and we have security measures in place to ensure that you don't accidentally refund to the wrong credit card or account.

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14. What will be the name of the merchant on my customers credit card statement?

Your own company name will appear on the statement. If you are using our dynamic DBA (Doing Business As) service then your own company name plus a unique identifier will appear (ie Merchant inv#123456).

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15. What auditing or reconciliation services do you offer?

Our reconciliation tools allow merchants to automatically validate our payment records against their own electronic bank information daily. There is no waiting for month end statements and no lump sum deposit issues!

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16. What types of reports do you provide?

We track many types of information on behalf of merchants. We provide extensive summary and detail reporting of transactions, dollar volumes and inventory turnover. We track information by merchant chain to allow organizations with several merchant accounts to consolidate their reporting details.

Summary reporting allows a merchant to quickly generate reports by day or month based on predetermined data fields while transaction detail reporting provides extensive information on each transaction and can be sorted by a wide range of variables including:

  • Order, date and time
  • Transaction type
  • Transaction origin
  • Dollar Amount
  • Card type
  • Inventory item
  • Customer

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17. Are sales restricted to Canada and the U.S.?

No. You can sell your products globally subject to any geographic restrictions that have been introduced for risk management measures.

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18. How are currency conversions dealt with?

Normally, the merchant would have both Canadian and U.S. dollar accounts at their financial institution. The merchant would then determine to which account a specific transaction would be deposited and there would be no currency conversion loss to either the merchant or the cardholder. If this is not the case, then the card issuer would perform a currency conversion at their posted rate at the time of the transaction. Beanstream offers a service called Beanstream FX for merchants who wish to collect credit card payments in both US and CDN dollars but only receive settlement in one currency.

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19. In what currencies can the merchant request payment?

At this time, a merchant can request payment in either Canadian or U.S. dollars.

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20. Who can I call if I am having difficulty?

You can contact either your sales representative or our technical support department if you believe that your transactions are not being processed or you are having difficulty accessing our site. Contact 250-472-2326 or email support@beanstream.com. In an emergency we can be reached 24 hours a day, 7 days a week.

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21. Is your site available in other languages?

At this time our site is only available in English although all of our agreements are available in both French and English and we have bilingual sales and support staff. Most of our co-branded web services are available in both French and English.

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22. Are there types of merchants that you do not accept?

There are restrictions for businesses requiring merchant accounts. Due to the higher risk of chargebacks and fraudulent activity, we have chosen not to accept business from the following merchant categories:

  • Adult Sites
  • Internet Casinos
  • Pyramid Sales
  • Lottery Tickets
  • Merchant Account Factoring
  • Alcohol, Firearms and Drugs
  • Goods and/or Services prohibited by law or card associations

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23. Is there a min / max dollar amount that you can process?

Generally speaking there is no minimum order amount although the cost of the order must obviously exceed the transaction cost itself. Beanstream, upon consultation with an individual merchant, will establish maximum dollar amounts to protect against fraud.

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24. How do we ensure that order information and / or payment amounts are correct?

Beanstream monitors and records a variety of details with every transaction. In addition, we provide each merchant an easy to use web interface for tracking and recording transaction details. Every time a customer makes a purchase, an email is sent to both the customer and the merchant. The merchant can later reconcile these messages against the transaction list to ensure everything is correct.

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25. Has Beanstream completed the PCI DSS program?

Yes. Beanstream is level 1 PCI DSS complaint. Level 1 compliance applies to all payment gateways and the card associations' largest merchants.

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Please contact us if your questions remain unanswered. We are always happy to help. Feel free to call us at 1.888.472.0811.