FAQS: Operators | Cantaloupe

Account Questions

How do I set up a new account?

Email newaccounts@Cantaloupe.com, 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.

I am a Greenlite customer, who should I contact for support?

All Greenlite customers must contact VendNet Support at +1 800.833.4411.

Who do I contact if I have a question about my bill?

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.

Card Reader Questions

Where can I check on the order status of a recently placed device order?

Please email orders@cantaloupe.com with your company name and order number to check on order status.

How do I activate one of my card readers?

To request an activation, please email device numbers to activations@cantaloupe.com.

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.

How do I deactivate one of my card readers?

To request a deactivation, an authorized account admin should email deactivations@cantaloupe.com 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.

How do I transfer a device to another person?

Please email the device numbers to transfers@cantaloupe.com or start the transfer process online via our Transfer Devices form.

How do I get a device transferred to me?

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.

Why haven’t I received a deposit?

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.

Why am I not receiving my reports?

Please review our Whitelisting Instructions to fix this issue.

Returns & RMAs Questions

How do I return equipment to Cantaloupe?

Before you return any equipment, you’ll need to submit an RMA. Read below for instructions on how to submit an RMA.

What is 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.

How do I submit an RMA?

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.

How do I submit an RMA for a device?

To submit an RMA request for a device, follow these instructions.

How do I submit a repair RMA for a device?

To submit an RMA repair request for a device, follow these instructions.

How do I submit an RMA for parts?

To submit an RMA request for device parts, follow these instructions.

Who do I contact if I have a question about RMAs and returns?

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 rma@cantaloupe.com.

How long does the RMA process take?

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 & Use Tax Questions

What is sales and use tax and why am I paying it?

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.

What Cantaloupe and Three Square Market products or services are taxable?

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.

How is Cantaloupe charging sales or use tax and where will I see the charge?

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.

How will I be able to reconcile the tax charges/deductions?

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.

How do I know if I might be excluded from the tax base or tax exempt?

Please check with your local, state, and county laws, or consult with your accountant, to verify your status.

How can I submit my Tax Exclusion or Exempt Certificates?

Cantaloupe customers can send their tax exclusion or exempt certificates to salestaxinfo@cantaloupe.com. Legacy Three Square Market customers can send their tax exclusion or exempt certificates to accounting tsm@cantaloupe.com.

Who can I reach out to if I have additional questions?

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 salestaxinfo@cantaloupe.com. For Three Square Market customers, email accounting tsm@cantaloupe.com.

Income Taxes & 1099 Form Questions

Will Cantaloupe provide me with a year-end 1099 Form for my taxes?

If your account has made in excess of $20,000.00 gross income, a 1099 Form will be mailed to you.

When will those forms be sent / When can I expect to receive them?

Forms are mailed out before January 31st. Due to delays and slowdowns with the USPS, there could be delays in receiving the forms.

I believe my 1099 form is lost / I lost my form / It has been a month and my form hasn't arrived. What do I do?

Email 1099requests@cantaloupe.com 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.

I am not sure if I should have received a 1099 form, can you check?

You can call our customer service team at 888.561.4748 to confirm if your company should have received forms.

How do I organize my tax information if I do not qualify for a 1099 form?

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 them, watch this video or contact us at 888.561.4748 and speak to our customer service team for instructions.

How do I submit a new W-9 Form to Cantaloupe?

Please complete a W-9 Form with the IRS by clicking here, and then submitting it to salestaxinfo@cantaloupe.com to ensure we get your account updated with the latest TIN information.

Why would I need to submit a new W-9 Form to Cantaloupe?

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.

Chargebacks & Consumer Refund Questions

What is a consumer refund chargeback (payment dispute)?

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.

What qualifies as a chargeback (common causes)?

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.

With what frequency will chargebacks be applied for Cantaloupe customers?

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.

Where or how can I reconcile (what reports)?

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.

What can I do to reduce the risks of chargebacks?

Make sure your “Doing Business As”, phone number, and contact info are set up the way you want them to show on the card holder’s statement. To change this information, please email customerservice@cantaloupe.com with your request, including the DBA you would prefer to be listed.

Secondly, 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 customerservice@cantaloupe.com or call at 888.561.4748, as there are some regulations with the information you can use.

Pre-Authorization Questions

What is a pre-authorization hold?

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.

How does this impact consumers using credit cards at self-service retail machines?

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.

Why does it take 24 – 72 hours to update the final amount charged?

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.

Why does Cantaloupe pre-authorize $5 for all card readers accepting cashless payments?

We pre-authorize up to $5 for Cantaloupe card readers to ensure 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).

What can an operator do to notify its customers about pre-authorizations on credit cards?

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.

What is an exact authorization hold?

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.

Can I get an example of exact authorization?

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.

Can I enable Exact Authorization on all my devices?

Currently, exact authorization is only available on G10 and G11 devices operating in single vend mode.

What is 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).

What is multi-vend mode?

This also applies to the card reader and allows for more than one item to vend per transaction.

What happens if I switch from multi-vend mode to single-vend mode so I can enable exact authorization?

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.

How can I enable exact authorization on my G10 and/or G11?

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.