Before troubleshooting pricing, totals, or receipt disclosures, identify which fee program is active on the terminal.
What to Check
- Look at the labels shown on the terminal screen.
- Review the totals shown before payment.
- Check whether separate cash and card amounts are displayed.
- Check whether an added fee or discount appears.
- Compare the terminal screen with the masked receipt.
Common Display Patterns
- Standard: One transaction amount is shown.
- Dual Pricing: Separate cash and card pricing or a cash/card payment choice is displayed.
- True Cash Discount: A cash or card selection is displayed according to the merchant's configured program.
- Other Fee Programs: An additional fee line or different tender behavior may appear.
Also Check
- Whether the transaction is credit or PIN debit.
- The terminal model and interface.
- The merchant profile currently selected.
Contact Support If
- The active fee program cannot be identified.
- The terminal screen and receipt show different pricing or labels.
- The displayed behavior does not match the merchant's approved program.
- A fee-program configuration change is needed.
Important: Do not manually change, rename, remove, or calculate fees to make the terminal match an expected result. Configuration changes should be handled by authorized support personnel.