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REFERENCE GUIDE CHASE MOBILE CHECKOUT U.S. 13PROCESS A REFUND OR VOIDTo process a refund or void in Chase Mobile Checkout:1. From the main navigation menu, selectSales Activity.2.Select the date of the transaction you want torefund or void by tapping on a date listed. Ifthe date needed isn’t on the initial list, use thecalendar icon to change the date range.3. When the date is selected, a summary list oftransactions for that date will appear.4. Scroll to find the transaction you want torefund or void. Tap the transaction to viewTransaction Details.5. Tap Refund* at the bottom of the screen. Voidmay appear instead of Refund if the app detectsthat a transaction can still be voided.Note: Because transactions can’t be refundeduntil the batch has been settled, the only optionfor a same-day refund is to void the transaction.The app recognizes whether a transaction can berefunded or if it can be voided instead.6. Select Refund full amount or Custom amount.A custom amount can’t be greater than the totalamount of the sale.7. When the amount is correct, tap Continue.8. Present the mobile device to the customer. Thecustomer can use a stylus or their finger to signfor the refund.9. After the customer has given you back themobile device, tap Done.10. O nce the transaction is complete, a confirmationscreen appears.Enter the customer’s email address or mobile phonenumber to send a digital receipt of the refund.For refund transactions, users will need to reentertheir password for sessions lasting longer than 15minutes.*

REFERENCE GUIDE CHASE MOBILE CHECKOUT U.S. 14VIEW SALES ACTIVITYSales activity details are accessed through varioustransaction reports. A hierarchy icon will appear in thetop right corner if your business has access to morethan one account.1. Select Sales Activity from the main navigationmenu.2. Select the date of the transaction, or use the filterfeature by tapping the magnifying glass icon.3. Select the transaction from the TRANSACTIONSUMMARY screen.4. Tap the transaction to see the Transaction Details. The current transactions are listed with themost recent transaction at the top. You can filtertransactions by tapping the calendar icon andselecting the range of dates you’d like to view. See details on a specific transaction by tapping it.VIEW SETTLEMENT REPORTSSettlement reports can help you understand the overall activity of your accountby keeping track of all batches in your Merchant Services account.A settlement operation is used to close out the current batch of transactions andopen a new batch. You don’t need to settle your batch manually; Chase MobileCheckout automatically settles for you at 11:30 p.m. EST every day.You can access these reports from the OTHER REPORTS screen. To change thedate range, tap the calendar icon. Settlement Overview provides deposit information for the last week with agrand total at the top as the default view. Funding Overview provides actual funded data based on deposits from Chaseon behalf of the merchant. The default view is the past week’s funded dollarswith a grand total at the top. Fees Overview will show all fees summarized by date for the last week asthe default. Chargeback Summary gives individual chargeback details.

REFERENCE GUIDE CHASE MOBILE CHECKOUT U.S. 15RESEND A RECEIPTReceipts can be automatically sent to you byemail or text, or to your customer’s email or text(standard carrier fees may apply). Receipts canalso be manually resent if needed.To resend a digital receipt to a customer:1. Select Sales Activity from the mainnavigation menu.2. Select the date of the transaction,or use the filter feature by tapping themagnifying glass icon.3. Select the transaction from theTRANSACTION SUMMARY screen.4. Tap the transaction to see theTransaction Details.5.Confirm the customer’s email addressor mobile phone number. You canupdate or enter another address orphone number if desired.6. Tap Resend Receipt. This will also sendyou a copy of the receipt.

REFERENCE GUIDE CHASE MOBILE CHECKOUT U.S. 16TROUBLESHOOT COMMON ERRORSLED Light IndicatorsUnderstand the status of the reader using the two indicator lights. The general status LED tells you the general status of the battery andtransaction. The Bluetooth status LED tells you the status of the Bluetooth connectivity.General status LEDCOLORFLASHINGPATTERNMEANINGGreenSlow BlinkingWhen plugged in, indicates the device is charging.GreenSolid OnWhen plugged in, indicates the device is fullycharged.GreenSolid OnDuring transaction, it indicates the device is readyfor card entry.RedOne SecondFlashDuring a transaction, it indicates the reader hasfailed to decode data on a card. Try the swipe orinsert again.RedRapid FlashingDuring a transaction and when operating onbattery power, it indicates a card has just beenswiped or inserted but the battery must berecharged.Bluetooth status LEDCOLORFLASHINGPATTERNMEANINGBlueSolid OnWhen the button is quickly pressed, it indicatesthat the reader is functioning. Do not hold thebutton for too long (5 to 10 seconds) or thereader will be placed in airplane mode. To restoreit, quickly tap the button. Refer to the Pair yourmobile device section for more information.

REFERENCE GUIDE CHASE MOBILE CHECKOUT U.S. 17ADDITIONAL HELP AND FREQUENTLY ASKED QUESTIONSMinimum compatibilityRequirements to use Chase MobileCheckout with the card reader are aniPhone using iOS 10.0 or Android 6.0,and Bluetooth 4.0.I can’t download the app.Your system may not meet the minimumcompatibility requirements.I can’t find the app in theapp store to download.You must be using iOS 10.0 or Android 6.0to see the app in the app store.Ensure: You have signed a merchant agreementwith Chase. You have a mobile account. You are connected to the internet.I can’t sign in to the app. You have an active username andpassword.*Your username and password were emailedseparately when your account was firstactivated. The password email contains aone-time use password that will require areset when you sign in for the first time.*Ensure: You are spelling it correctly.My password isn’t working. You enter the case correctly.You can reset your password by tappingForgot Password? on the sign-in screen.Ensure: You are connected to the internet.I can’t process transactions. The reader hasn’t been placed in airplanemode (quickly tap the button to restoreit). You are in the United States and not closeto a border. Your GPS and location services are notdisabled.

REFERENCE GUIDE CHASE MOBILE CHECKOUT U.S. 18The reader can be used by only a single mobiledevice at a time to perform a transaction. Nomore than nine mobile devices can be paired toa single reader. If a tenth device is paired, thenthe first device will be unpaired.You also may want to ensure: The reader is fully charged. The mobile device’s Bluetooth is enabled.The card reader doesn’tseem to be working. You’ve paired the mobile device using theone-time pairing code of six nines(9 9 9 9 9 9) (refer to the Pair your mobiledevice section for more information) and thereader is set as default reader. The reader hasn’t been placed in airplanemode (quickly tap the button to restore it).If you still cannot process transactions, tryturning off your mobile device and turning itback on, then launch the app and sign in.FREQUENTLY ASKED QUESTIONS (FAQs)Individual user profiles can be configured inways that only grant them access to specificfunctions of Chase Mobile Checkout.How do I set up additionalusers or order more cardreaders?What mobile devices can Iuse with Chase MobileCheckout? To request the setup of additional users,please call Chase Mobile CheckoutSupport at 1-866-428-4967. To ensure the security of your sensitivedata, this can only be completed by theaccount contact Chase Merchant Serviceshas on record.Minimum compatibility requirements forCMC is iPhone iOS 10.0 or Android 6.0.For using card readers, the mobile devicemust be at least Bluetooth 4.0 capable.

REFERENCE GUIDE CHASE MOBILE CHECKOUT U.S. 19Why am I asked to changemy password every 90 days?Using guidance from the Payment CardIndustry Data Security Standard (PCI-DSS),Chase asks users to change their passwordevery 90 days. Frequent password renewaldecreases the chances for malicious individuals to gain access to your or your customers’ sensitive data.How do I know my passwordis about to expire?During sign in, the app will notify you whenyou are five days away from your password’sexpiration date and again a day before yourpassword expires. Tapping this notificationwill take you through the password resetprocess. You can skip these notificationsuntil the password finally expires. Thepassword can be changed at any time bytapping Forgot Password? on the sign-inscreen.How do I locate my sign-incredentials?Once you’ve signed a merchant agreementwith Chase and your account is established,you’ll receive two separate emails from uscontaining your username and yourpassword. The password email contains aone-time use password that will require areset when you sign in for the first time. Seethe Let’s get started section for moreinformation.Can I use an external app tostore my accountcredentials?Utilizing the secure credential storagesystems built by some third-party passwordmanagers, you can now paste your accountcredentials directly into CMC’s sign-in page.However, we still recommend that you takethe necessary security precautions inprotecting your account credentials andnever leave them in a publicly-accessibleplace.Can I share sign-incredentials among myemployees?While mobile devices and card readers canbe shared by your employees, each usershould have their own user credentials tiedto their own email address.

REFERENCE GUIDE CHASE MOBILE CHECKOUT U.S. 20Can I sign in to my ChaseMobile Checkout accountfrom multiple mobiledevices?Yes, but you may need to complete thedevice authentication process whenever youaccess CMC from a new mobile device forthe first time. Refer to the setup instructionsearlier in this guide for details on deviceauthentication.Will my current sign-incredentials work each time anew version of CMC isreleased?Yes. We frequently issue new versions toensure the app is up to date with securityand feature enhancements. Simply visit theApple App Store or Google Play Store todownload the new version and receive thelatest updates.Will my current sign-incredentials ever expire?Please keep your CMC credentials active bysigning in at least every 90 days. Otherwise,we protect your mobile account by lockingthe credentials and requiring the passwordto be reset.How do I get a card reader?Contact the Chase Mobile Checkout Supportteam at 1-866-428-4967 to request a cardreader.Why am I no longerprompting for a signatureduring transactions?Starting in April 2018, the payment brandsmade signature capture optional for allEMV-enabled card readers. Now, when usingour card reader, the signature is no longerrequired for EMV/Chip or magnetic stripebased transactions. We did make this anoption for you, however, and you can enablesignature capture in Settings under theoption for Signature Settings.What are AVS settings andhow do I enable them?Address Verification Service (AVS) is a serviceprovided by the payment brands thatdetermines the match or partial match ofthe consumer’s address information. Theresponses are returned to you during theauthorization process via your transactionprocessing software/hardware, and can helpdetermine your next action: approval,exception or decline. CMC allows users tomodify them by visiting Settings, thenTransaction Settings.

REFERENCE GUIDE CHASE MOBILE CHECKOUT U.S. 21How do I set up my uniquetip and tax settings?Does Chase Mobile Checkoutallow me to accepttransactions outside ofthe U.S.?Can I add my business logoto my receipts?CMC can prompt for a tip during eachtransaction. This setting can be customizedto allow your customers to select from up tothree suggested tip amounts. You can alsocreate unique tax settings per product or onthe entire purchase amount.Chase Mobile Checkout can only be used byU.S. and Canadian merchants. The app youare using currently is only available forU.S.-based businesses. There is a separateapp that can only be downloaded bybusinesses located in Canada. To learn moreor to set up an account for use in Canada,please contact our specialist.Yes, and we recommend you use thisfeature. Refer to the Set up and customizeyour receipts section for more information.Your CMC account credentials also give youaccess to Online POS Terminal (OPT). There,you can customize the receipts emailed toyour customers, including the addition ofyour business logo. Uploaded logos can beno larger than 75px high x 350px wide andmust not exceed a file size of 80 KB.Do I have to have a networkconnection to processtransactions?Yes. You will need to have access to acellular network or internet connection toprocess transactions. Additionally, locationservices must be enabled on your mobiledevice to process transactions.Why do I see the notification“Card Reader NotResponding?”Once a card reader is selected in Settings,the app will expect it to be on and availableduring the transaction process. Thisnotification is displayed if the app is unableto communicate with the card reader forany reason. Reasons may include lost dataconnection or power. If you find thatcommunications do not recover, see theTroubleshooting common errors orAdditional help and frequently askedquestions section for more options.

REFERENCE GUIDE CHASE MOBILE CHECKOUT U.S. 22Can I use my ChaseMobile Checkout cardreader with Online POSTerminal?No. The CMC card reader is only for use with amobile device. You cannot use it with acomputer-based card processing app. Contact usat 1-866-428-4967 to discuss purchasing aseparate reader for Online POS Terminal (OPT) orreceipt printer for your computer.We recommend the following steps to preventand manage disputed charges: Never use an authorization code on more thanthe transaction intended or without physicallyprocessing the card. Always process a refund back to the originalcard number. Don’t refund by check or cash. If credit is due on more than one sale, processeach credit individually. Don’t attempt to receive an authorizationmultiple times. If declined, ask for analternate method of payment.What can I do when acustomer disputes atransaction? Make sure the conditions of the sale are on thereceipt. Get your customer’s signature electronically oron the printed receipt. Clearly display your policies at the register andon your website. Always provide your customers with an easyway to return merchandise for full credit. Use delivery tracking, including signatureconfirmation. Use the business name your customer wouldrecognize on card statements. Use accurate product description on receiptsand statements. Use ID verification policies and services — alsoconsider accepting chip-enabled cards.Other helpful tips and FAQs can be found atchase.com/chargebacks.

REFERENCE GUIDE CHASE MOBILE CHECKOUT U.S. 23MANAGE AND OPTIMIZE YOUR ACCOUNTChase business clients get access to additional tools, resources and solutions to helpyou manage your business. Below are a few of those resources. Please visitchase.com/MerchantServices for additional details and contact information.Online POS Terminal: Chase Mobile Checkout users automatically have access toOnline POS Terminal, which allows you to customize your customers’ receipts andaccess detailed reporting from your Chase Mobile Checkout app.Online POS Terminal also allows you to process payments through a browser-basedsystem from any computer or laptop device,* using a PIN pad. Your Chase MobileCheckout username and password also work with Online POS Terminal.Visit chase.com/OnlinePosTerminalSupport for more information on using OnlinePOS Terminal.*Additional access may be required to process payments using Online POS Terminal.Manage Your Account Online, 24/7: Have other Chase accounts? You can manageyour merchant, card and business accounts together in one place. View transactionsand fees, review disputed charges (chargebacks), subscribe to alerts and access youraccount statements. Your account statements are easily accessible online using theStatements and documents option in the main navigation menu.If you are already enrolled to manage your Chase accounts online, just sign in atchase.com/SignIn with your existing username and password. Note: Your accountmanagement password is the same for all your Chase business accounts, butdifferent from your Chase Mobile Checkout payment processing password.For new clients, sign up now for quick and easy access. You’ll need your specificcompany number to get started.

REFERENCE GUIDE CHASE MOBILE CHECKOUT U.S. 24PREVENT AND MANAGE DISPUTED CHARGES Never use an authorization code on more than the transaction intended orwithout physically processing the card. Always process a refund back to the original card number. Don’t refund by check or cash. If credit is due on more than one sale, process each credit individually. Don’t attempt to receive an authorization multiple times. If declined, ask for analternate method of payment. Make sure the conditions of the sale are on the receipt. Get your customer’s signature electronically or o

proprietary mobile app downloaded to your compatible device, a signed merchant agreement and a Chase-issued card reader . SUPPORTED PLATFORMS AND DEVICES Minimum compatibility requirements to use Chase Mobile Checkout with your Chase-provided card reader: iPhone and iPad using iOS 10 .0 Android 6 .0 Bluetooth Low Energy 4 .0