Merchants
HomeMerchantsDevelopers

POS FAQ

Find quick answers to the most common questions about the Network POS terminal — covering connectivity issues, refunds, fees, VAT invoices, relationship management, and pre-authorization processes.

For more detailed information, please consult the full user guide or contact our dedicated support team, available 24/7.

Device & Connectivity Issues

1. I am facing GPRS or network issues

  • Ensure battery level is above 30%.
  • Move the device to an area with good network reception and restart.
  • Wait for the network to reconnect.
  • If no connection is established, call 800 4448 for support.

2. My machine keeps shutting down

  • Check that the battery level is above 30%.
  • If it still shuts down when charged, call 800 4448 to upgrade your POS software to the latest version.

3. My machine is not printing

  • Confirm that the paper roll cover is fitted correctly.
  • Ensure the paper roll is inserted properly.
  • Check that battery level is above 30%.
  • If still not printing, contact the Network Contact Centre at 800 4448.

4. My machine is slow or keeps hanging

  • Power off the device.
  • Remove and reinsert the battery.
  • Charge for 15–20 minutes.
  • Move to an area with good signal and restart.
  • If the issue persists, call 800 4448.

5. My machine indicates it has been tampered with

If a “Tampered” message appears, power off the device immediately and call 800 4448.

6. Unable to generate the Z-Report

  • Ensure the battery is above 30%.
  • Move to an area with good network coverage and restart.
  • Try printing the Z-Report again.
  • If it still fails, contact 800 4448 for assistance.

Refunds & Reversals

1. How can I request a refund?

Refunds can be processed via your POS terminal, E-Commerce Gateway, or email.
For email requests, send a completed refund file to [email protected] containing:

  • Date of transaction
  • Merchant ID (MID)
  • Card number
  • Auth code
  • Transaction amount
  • Refund amount

Notes:

  • Errors in details may cause delays or rejection.
  • Refunds must be processed to the same card used for the original sale.
  • If your terminal supports refunds, use the Refund option directly.
  • AMEX refunds should be raised directly with the AMEX team.

2. Can I process a refund higher than the sale amount?

No. Refunds can only be processed for a partial or equal amount to the original sale.

3. Customer requests cash instead of card refund

Refunds must be credited to the same card used for the original transaction — cash refunds are not permitted.

4. Customer’s card has been replaced — how will they receive refund?

The customer must contact their issuing bank and provide the ARN (Acquirer Reference Number) from your statement for tracing.

5. How long does refund processing take?

  • Terminal refunds: 2 working days.
  • Manual email refunds (≤ 20 requests): 2 working days.

6. How will I know a refund has been processed?

Refunds appear on your next-day statement. Identify them using the ARN.

Note: ARN is not available for China Union Pay or Maestro cards — customers must confirm with their issuing bank.

7. When will cardholders receive refunds?

Funds are credited once your Merchant ID has sufficient balance and the transaction clears through payment schemes.

8. What does a negative amount in the “Holdover” cell mean?

It indicates your Merchant ID lacks sufficient balance to fund refunds — creating a temporary negative balance.

9. I don’t have enough sales to balance refunds

  • Inform us if you expect additional sales the following day.
  • Deposit the shortfall into Network International’s account and share the deposit slip.
  • Contact your Relationship Manager for guidance.

10. I requested a refund in error — what should I do?

Refunds are processed automatically; verify details carefully before submission. Network International is not liable for erroneous requests or related charges.

Fees & Settlements

1. I have been charged a “Fall Below Fee” — what is this?

If your monthly sales volume is below AED 20 000, a fall-below fee is charged as per your merchant agreement.
For clarification, email [email protected] or contact your Relationship Manager.

2. My settlement amount is lower than expected

Check your merchant statement for:

  • Holdovers or outstanding refund/rent/chargeback balances.

  • Value-added service fees, such as:

    • Fall-below fee
    • Terminal rent (monthly/yearly)
    • Statement fee
    • Smart View Fee (dashboard analytics)
    • Smart Bundle Fee (bundled payment plan)
    • Fixed Fee Plan (AED 229 + VAT per AED 10 000 processed)

To cancel optional services, email [email protected].

3. Why is there a rounding difference in my VAT invoice?

Minor rounding differences occur due to transaction-level VAT calculations. The 5% VAT applies per transaction regardless of rounding.

4. I was charged POS rent, though my agreement stated one-time payment

The first POS is one-time purchase; additional terminals are on a rental basis. Contact your Relationship Manager or call 800 4448.

5. I was charged additional fees not mentioned in my agreement

All fees are listed in your merchant agreement. Any changes are notified 14 days in advance (or as required by law). Contact your Relationship Manager or 800 4448.

6. My commission charges have increased — why?

Fees and charges may change as per Clause 2 of your agreement; advance notice will be provided.

7. How can I update my TRN (Tax Registration Number)?

Email your VAT Certificate and 12-digit MID to [email protected] to update your TRN.

8. What does my VAT invoice look like?

A sample VAT invoice is available upon request from [email protected].

Relationship Management

1. I don’t know who my Relationship Manager is

Check your Welcome Letter for details, or call 800 4448.

2. How do I change or update my bank account?

Email your Relationship Manager at least 14 days in advance with:

  • Letter on company letterhead (include MID, signed & stamped).
  • Valid Trade License copy (if legal and trading names differ).
  • IBAN proof (Bank Letter / Statement).
  • NOC from bank if MID is hypothecated.

3. How do I update company contact information?

Email your Relationship Manager from your registered address with:

  • Valid Trade License copy.
  • The new email address or contact details.
    Updates are processed within 3 working days after validation.

Pre-Authorization Queries

1. How can I request a pre-authorization release?

Send a pre-formatted Excel file to [email protected] with:

  • Date of pre-auth
  • Merchant ID (MID)
  • Card number
  • Auth code
  • Card type
  • Pre-auth release amount

2. Where do I send Amex pre-authorization release requests?

Contact the Amex Scheme directly for Amex card pre-authorizations.

3. How long does it take for pre-auth release by issuer bank?

Usually released within 30 days by the issuing bank.

4. Can I perform pre-auth on Maestro cards?

No, Maestro cards do not support pre-authorization transactions.

Get Help

For quick assistance, refer to your Welcome Letter or the guides linked within your documentation.

Technical Support

  • Download the Network UAE Merchant Support App (iOS & Android).
Download on the App Store Get it on Google Play
  • Visit the Network International Payment Solutions YouTube channel for tutorials.

Contact Details


Updated about 9 hours ago

© Network International LLC. All Rights Reserved.