PremiumCHAT Software Questions

Does it cost anything to download the PremiumCHAT software?
No, but you will not be able to use it to sell your services using our software until you open up an active BSP account.

What does it cost to open a BSP account?
This question is answered in several parts-
      (a) There is a monthly Active BSP maintenance amount of $49.95.
      (b) To have an active BSP account, you must also have an online Merchant Account. The online Merchant Account is your personal account and is a direct relationship between you and the Merchant Account provider. Costs vary by provider (see Merchant Account section for additional questions).
      (c) if you choose to be listed in an online Yellow Pages partner's directory and be "PremiumCHAT enabled" you would pay the fees for the listings you elect to have. (see Yellow Pages Section for more information).

How do I sign up?
To sign up click this button . You can find this button through out the site.

Does it cost my Client anything to download the software?
No, your clients do not pay us anything. The PremiumCHAT Client version is a "thin client" in Java and will require a download from Sun Microsystems for those with older browsers or older machines. Alert you clients to download this in advance, as the time required may vary based on their connection to the Internet and the load on the Sun Microsystem's servers.

What does my Client pay?
The relationship between you and you client(s) is a direct relationship. Your client pays YOU directly, at the rate to which you both agree at the beginning of your 'chat' session. Before every PremiumCHAT 'chat' session that you have with a client, you will be entered into a 'Rate Negotiation.' The rate negotiation enables you (as the person providing the service(s)) to more accurately assess the scope of the project/service needed by the client(s). Also, by facilitating the rate negotiation and exposing the client's full needs/expectations early, we are attempting to ensure the highest level of satisfaction for both parties. To help hasten this negotiation session, you may post your standard, or average, rate (by minute, hour, or flat rate) into your online BSP resume'. This will better inform existing and prospective clients as to what you typically charge for your services.

If I don't charge my client, does it still cost me to use the software?
Our charges are not based on your collected revenue. A use of our software is measured "by-each-use", not based on if you charge for your services.

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PremiumCHAT Web Site Questions

Can my clients access me directly through your PremiumCHAT website?
Yes they can.

Can I exclude myself from a "public listing" and still use your software?
Yes. The use of the software is not dependent on your being listed in a public Yellow Pages directory or even the PremiumCHAT directory. Once you launch the PremiumCHAT software you are online in your Personal Profile. If you give your current or new clients that url, or your BSP locator number they can find you online or email you if you are offline to set up an online appointment.

Can I contact you by phone?
At this time, we prefer email contacts as we can place them in the order received. Online live customer service will be a feature we will add in the future.

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BSP Account Questions

How do I sign up?
Go to https://web1.premiumchat.com/premchat/BSPRegistrationForm0.asp

Can I have more than one BSP account?
Yes, but each will have to be linked to your Merchant Account or you will need an additional Merchant Account for each BSP account.

How do I discontinue my BSP membership?
This feature is coming soon…

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Merchant Account Questions

What is a Merchant Account?
A Merchant Account is a service that electronically transfers your clients' funds (from their credit card) to your business checking account once your transaction (chat) is complete. It also connects with credit card companies and banks to ensure that your clients are authorized to make payments from those credit cards.

Why do I need a Merchant Account?
Because we do not want to get in the middle of YOUR transactions, we require that ALL BSP's have a Merchant Account. A typical transaction looks like this: We 'hold' the credit card information for the client, while at the same time, ensuring that the card is in 'good' standing. When you have performed your services and your transaction is complete, the client's credit card is then charged for the specified amount that you both initially agreed to and the money is deposited directly into your business checking account.

Do I contact PremiumCHAT if I have a question regarding my Merchant Account?
No. That relationship is directly between you and the Merchant Account providers. Call them directly during their available customer service hours. We cannot help you on any level with your Merchant Account or issues related to your Merchant Account.

Which Merchant Account provider should I use?
Make your choice based on the requirements you expect from a vendor. Cost is not always the only issue. Customer service and other considerations are a part of choosing your Merchant Account provider.

What about fraud?
We expect a low rate of fraud in respect to clients dealing with BSPs. However, if fraud is an issue for you we suggest you read the helpful information on the websites of the various Merchant Account providers to assist you.

What do you do to help me avoid a Client who uses a bad credit card?
The Address Verification Service helps you make a more informed decision about MO/TO transactions by verifying the address the cardholder gave you at the time of sale. After comparing the address against the information in the card issuer database, the authorization system sends back a code telling you if there was a full, partial or no match on the address. This allows you to make a better decision about whether to continue the transaction. International transactions do not have an address verification system in place.

Is it important that I open my Merchant Account in my business name?
It is important that your customers be able to recognize transactions made at your business. If cardholders do not recognize a transaction on their billing statements, it increases the likelihood that they will complain to their card issuer, who could question or dispute the purchase. This is how a retrieval request gets started, and having a copy to back up each transaction can help customers identify their purchases. If a transaction is not face-to-face, it is a good idea to send a confirmation directly to the cardholder's address to later help them identify the transaction when it appears on a billing statement. Include the business name that will appear on the cardholder's statement. This will help reduce or eliminate costly retrieval requests and/or chargebacks.

What is a Charge-Back?
When a cardholder does not receive his or her purchased merchandise or services, a "nonreceipt of merchandise" chargeback may occur. Sales transactions must not be processed prior to delivery of the purchased product or services. You must obtain the cardholder's signed proof of delivery for every credit card transaction in which the merchandise or service is not delivered immediately at the point of sale. Such proof of delivery may be your only defense if a chargeback occurs. Here are some helpful hints:

Some of the most difficult chargebacks to dispute are those in which the customer challenges the quality of your merchandise or service. Such disputes can result in the following chargebacks:
      (a) Merchandise/service not as described
      (b) Cardholder dispute -- not elsewhere classified
      (c) Defective merchandise

To avoid such chargebacks, you must ensure that your customers are aware of your return or credit policy at the time of purchase. Display the policy at the point of sale, and print it on your sales slips directly above the cardholder signature in accordance with MasterCard/Visa regulations. Always follow your return policy. If a customer disputes a transaction, he or she must attempt to resolve the dispute with you. Take this opportunity to rectify the problem. Always keep accurate records of each transaction; you may have to provide documentation to the appropriate merchant account provider should the customer continue to dispute the transaction. It helps to ensure proper packaging of shipped goods and to see to it that the goods are suitable for the purpose for which they were sold. Also make sure your customer has a clear understanding of how to return the goods. Remember: The primary goal is the customer's satisfaction.

Can I issue a credit to a client and avoid a Charge-Back?
Refunds and credits can generate "credit not processed" chargebacks. You can prevent such chargebacks by quickly processing refunds to your customers' accounts. If you do not give refunds, or if your return/refund policy is limited, this information should be available in your online Personal Profile. This must be done prior to the customer engaging your services. If the customer did not receive your refund policy prior to the transaction, you could be at a disadvantage if he or she later decides to dispute the purchase. MasterCard/Visa policy dictates that you always process a credit card refund using the same number from the original sale, and that you never give the customer a refund by cash or check.

How else can I reduce chargebacks?
      (a) We encourage you to provide your customer service telephone number on your Personal Profile. Some Merchant Account providers will print your telephone number along with your merchant name on the customer's billing statement. This enables customers to contact you directly prior to calling the card issuer to initiate a dispute. As an example: In the case of Cardservice International, you would simply call their Merchant Services Department at (800) 456-5989, Extension 4000, to add your customer service phone number to your billing statements.
      (b) KNOW YOUR CUSTOMER... Another risk-control measure is to obtain the customer's telephone number for your records during a transaction. You can avoid many MO/TO and Internet chargebacks simply by getting to know your customers.

Can I lose my Merchant Account by abusing the system?
Yes, there are two ways to perform a credit to help avoid chargebacks:
      1) Immediately, at the end of your billed chat session and before client's CC has been charged; you (as the service provider) will be displayed a transaction summary verifying that total charges are correct. At this time, you have the option to apply a credit to the total transaction amount. Your client will thank you.
      2) Refunds and credits can generate "credit not processed" chargebacks. You can prevent such chargebacks by quickly processing refunds to your customers' accounts. If you do not give refunds, or if your return/refund policy is limited, this information should be available in your online Personal Profile. This must be done prior to the customer engaging your services. If the customer did not receive your refund policy prior to the transaction, you could be at a disadvantage if he or she later decides to dispute the purchase. MasterCard/Visa policy dictates that you always process a credit card refund using the same number from the original sale, and that you never give the customer a refund by cash or check.

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Connectivity to the Internet

Why should I consider a cable modem or DSL line instead of a dial up connection as a BSP?
Staying online without interruption is the best way to earn money using the PremiumCHAT System. There are many factors that can affect your connection with a Client that are beyond your control. You should however, do what you can on your end to minimize those factors, even if you are working from home. A fulltime connection to the Internet is one way to minimize downtime and maximize your income.

Which is Better – DSL or Cable Modem?
It is likely that the right choice for you will depend on what is available in your area where you work or live and how much you are willing to spend. DSL uses ordinary copper phone lines for transmission and carries both voice and data on the same lines. The data part is a continuous connection to the Internet. Contact your local phone company to see if they offer DSL in your area. A Cable Modem is more like a network interface card than a modem. It lets your computer use a TV cable line to connect to the Internet continuously. With a Cable Modem it’s a shared connection (others sharing the bandwidth) with DSL it’s just you. Contact your local cable company to see if they offer cable modem service.

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Yellow Page Questions

Why should I list my offered services with an online Yellow Pages?
If you are seeking new clients, the more listings the better your chance of being located.

Should I list under more than one heading in a Yellow Pages?
The more headings you have the better your chances of being located by new clients.

Should I list with more than one directory?
The greater the exposure your chances of new client contact increases. However, the online Yellow Pages you choose must be a PremiumCHAT "partner" in order for you to appear PremiumCHAT enabled or online through that directory.

What does it cost to list?
Prices are quoted by the providers of services.

Should I pay extra for a Yellow Pages banner ad?
Each of our yellow Page partners has their own reasons for a banner ad, Some have no banner ads at all. SBN.com says - Every person that looks up a number sees our Area Code Banners. We sell banner ads based on the number of times they are seen. You purchase based on the number of times your banner is seen, not based on the amount of time. SBN sells you eyeballs, not time.

Who are your current online Yellow Page partners?

      (1) SBN.com http://www.sbn.com

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