Answers to Your Reloadable Prepaid Card Questions
Providing new card products to your members isn’t an undertaking you just do at the drop of a hat. A well thought out plan requires research and usually results in a long list of questions.
We hope you will find the answers to the frequently asked questions below helpful. If you don’t see the answers to your particular question(s), please contact one of our representatives and they will be happy to answer any question you may have about our reloadable prepaid card platform.
Q. Can my members reload their prepaid card using the Web?
A. Yes, your members can reload online.
Q. I am concerned about the learning curve for my Credit Union staff using the Visa Prepaid Administrative Tool (PAT).
A. The Visa PAT resource has a very intuitive format. In addition, your staff will receive unlimited training from Member Access Pacific.
Q. How many times can my members reload funds on their prepaid card?
A. After the initial load, non-personalized prepaid cards may be reloaded up to 24 times. Personalized prepaid cards may be reloaded as many times as the member requests.
Q. Is there a cost to reload prepaid cards?
A. There is no fee paid by the credit union to reload prepaid cards. The credit union may elect to charge a fee to their membership. (Additional options may also be available. Please discuss this topic with your client representative.)
Q. What is the Credit Union’s cost per card?
A. Per card cost to Credit Union is either $1.95 or $2.95 depending on type of card program.
Q. Is it likely the Member Access Pacific reloadable card will increase traffic at local branches?
A. Yes, the scalable features of the card will give you a valuable marketing tool to increase traffic at branches, creating cross-selling opportunities.
Q. Can the Visa PAT system be configured to automatically reorder card inventory?
A. Yes, the PAT system can be used to auto reorder card inventory ensuring that branches do not run out of card stock.
Q. How soon can we begin selling cards to members?
A. Member Access Pacific agrees to an implementation date 60-90 days after ARO (After Receipt of Order). Member Access Pacific also offers a “Fast Track” card program with an implementation timeframe of approximately 10 business days.
Q. Can I test a few cards prior to going “live” with a full card order?
A. You may execute a “soft launch” from the cards you order, however costs for ordering just a few plastic cards is generally prohibitive.
Q. Can the Credit Union hot stamp or brand my cards?
A. Yes, we can assist you with placing your logo on cards.
Q. Are there different card designs/colors?
A. Yes, 30 different card designs are availables, featuring five unique collections [See Design Collections]
Q. Can I use just one card style for all my prepaid card needs?
A. Yes, however you can choose from 30 different card styles, featuring five unique collections [See Design Collections]
Q. Must our Credit Union supply a copy of cardholder “terms & conditions” at the time of purchase?
A. Yes, a copy of “terms and conditions” must accompany each card. These are provided as part of the card order with the prepaid cards.
Q. Can I load any amount of money on my prepaid card?
A. Reloads are restricted to no more than $2,000 total balance. There is a standard $10.00 minimum load amount. (CU may define alternative max or minimum load amounts. Please discuss with your client representative.)
Q. Can the Credit Union choose to limit load amounts?
A. Yes.
Q. What if my card is lost or stolen? What action should I take?
A. Report lost/stolen cards to the Credit Union, or through VRU or Web site. MAP provides support services for this.
Q. What are the available networks associated with the prepaid card?
A. VISA, Plus, Interlink and CU24 networks are available.
Q. Can I reload my prepaid card from outside the U.S.A.?
A. Yes, international reloads are available, via phone or Web.
Q. How can my staff become familiar with Visa’s Prepaid Administrative Tool (PAT) prior to going live?
A. Member Access Pacific will complete initial Credit Union branch PAT set up/installation & training. On going PAT training and business hours phone support is FREE for the term of the contract.
Q. Can I have my management team trained such that my managers can then train individual CSR representatives?
A. Yes, Member Access Pacific can support a “Train the trainer” approach.
Q. Does PAT require a dedicated communication line?
A. No, PAT is a browser based application and does not require dedicated communications.
Q. After a card is loaded and sold, who is financially responsible for the balance on individual lost and stolen cards?
A. Member Access Pacific as the Card Issuer is responsible to the cardholder. All Visa cardholder protections will apply to the cardholder.
Q. What is the minimum number of cards our Credit Union must purchase with a single PO?
A. Minimum card purchase is for 100 cards.
Q. Do cardholders pay any use fees?
A. Yes, there are fees that are incurred by the cardholder when they elect to use certain services. Fees are disclosed in the Terms & Conditions.
Q. Does the Credit Union get a discount for ordering more than 100 cards on one Purchase Order?
A. Quantity discounts are negotiated prior to contract signing.
Q. What is the life span of the reloadable card?
A. 24-months from date of purchase.
Q. Who is responsible for training my staff?
A. Member Access Pacific will provide the necessary training and assign an implementation manager to your account.
Q. Will the credit union call center be the first and primary contact for cardholder or member questions, disputes, charge back’s, etc.
A. No. Member Access Pacific will provide prepaid card member service so that the credit union does no have to allocate resources to this effort.
Q. How long must member wait before cards are activated and ready for use?
A. Card can be “Instant Issued” and will be active when the member leaves the lobby.
Q. What is the cost for e-statements?
A. There is no charge to credit union or prepaid cardholder for e-statements.