General

Q: What is Q360 Payments?

Q360 Payments is a fully embedded payment processing solution built directly into the Q360 platform. It allows you to collect credit card and ACH payments from your customers without leaving Q360 — and without having to manually reconcile transactions afterward. Payments made through Q360 Payments automatically update your A/R records in real time.

Q: Why is Solutions360 offering payments?

We heard it from customers consistently: collecting payment was one of the most frustrating parts of the job. You were running payments through your bank or a third-party processor, then manually entering them into Q360. That’s two systems, double the work, and plenty of room for error. Q360 Payments eliminates that entirely — collect and reconcile in one place.

Q: Do I have to use Q360 Payments?

No. Q360 Payments is optional. You can continue using your existing payment process alongside Q360. However, if you want the benefit of automatic reconciliation and a fully embedded payment experience, Q360 Payments is the way to get there.

Q: Which version of Q360 do I need to be on to access Q360 payments?

Q360 Payments is available on V26 only. Your CSM can guide you through your upgrade plan, walk you through additional features on V26, and schedule your upgrade.

Q: Who powers Q360 Payments?

Q360 Payments is backed by Zift, who will underwrite you and deposit your funds on a set schedule (detailed later in the document).

Q: Will I receive any emails from other parties?

Yes. Q360 works with a partner called Zift, who handles the underlying payment infrastructure, and works with the acquiring bank. Certain automated notifications will come directly from them. Knowing what to expect will help ensure important alerts don’t end up in your spam folder:

For any questions about these communications, contact Q360 support rather than replying directly to Zift.

We don’t wire funds, we direct deposit via ACH.

Technically we also do the underwriting, not our sponsor bank. They will review our underwriting files and for very large accounts we will need to get concurrence from them before final approval but from the merchants perspective we are the ones doing all the underwriting.

Getting Started and Underwriting

Q: How do I sign up for Q360 Payments?

You can apply for Q360 Payment by contacting your Q360 CSM or the Q360 Customer Care team.  They will forward you a link to submit the required information.  The application takes approximately 10–15 minutes and can be completed in a single session. Once submitted, your application goes through Zift underwriting process before your account is activated.

Q: What information is required to apply?

Have the following ready when you apply:

• Legal business name, DBA name (if applicable), and business address
• Employer Identification Number (EIN) / Tax ID — must match IRS records exactly
• Business website URL
• Business bank account — routing and account number for fund deposits
• Owner/principal information for anyone who owns 25% or more of the business: full legal name, date of birth, residential address (no P.O. boxes), and Social Security Number
• Estimated monthly processing volume and expected high-ticket transaction amount (this will help Zift know which thresholds to protect against large payments)

Q: Why do I need to provide my Social Security Number?

Collecting your SSN is a mandatory requirement under federal law — specifically the USA PATRIOT Act and the “Know Your Customer” (KYC) provisions of the Bank Secrecy Act. Financial institutions are required to verify the identity of individuals who own or control a business in order to prevent money laundering, fraud, and other financial crimes. This information is used solely for identity verification and is handled securely by the bank.

Q: What is a “Beneficial Owner” and why is their information required?

A beneficial owner is any individual who owns 25% or more of the business, or any individual with significant responsibility to control or manage it — such as a CEO or CFO. Under the federal Customer Due Diligence (CDD) Rule, all financial institutions are required to identify and verify these individuals. This is a non-negotiable regulatory requirement, not a discretionary step.

Q: What is underwriting and why does it happen?

Underwriting is a mandatory review process required by card brands and federal regulations before any business can accept card payments. It verifies that your business is legitimate, confirms the identities of its owners, and ensures your account is set up correctly for compliance purposes — including IRS reporting requirements for 1099-K forms. It is not a reflection of your creditworthiness and is standard for all new payment accounts.

Q: What does the underwriting process involve?

The underwriting process has three phases:

Phase 1 — Verifications

The following checks run automatically when you submit your application:

• Business Verification (KYB): Confirms your business is legally registered, validates your business address and operations, and screens your business name against federal sanctions lists (OFAC).
• Identity Verification (KYC): Verifies the identity of all owners with 25%+ ownership or significant control (e.g., CEO, CFO). If automated verification cannot confirm identity, a brief biometric verification may be requested.
• Bank Account Verification: Confirms the bank account is valid and active. If it cannot be verified automatically, a voided check or bank letter may be requested.
• Website Review: Confirms your website URL is active and that your business information is consistent between your application and your website.
• MATCH Screening: Checks the Mastercard MATCH database to confirm your business has not been terminated by a prior payment processor.
• Soft Credit Pull: A soft pull is run on the primary owner — this does not affect your credit score.

Phase 2 — If Additional Information Is Needed

If any verification step requires more information, you will receive an email from Zift with specific requests (e.g., business registration documents, updated bank details, identity verification link). Once all items are resolved, you’ll receive a link to review and agree to Zift’s Terms & Conditions.

Phase 3 — Approval

Once all verifications pass, you receive an approval notification and your Q360 Payments account is activated.

Q: How long does the underwriting process take?

Most applications are approved within 24–48 hours when all information is provided upfront. If Zift needs to request additional documentation, it can take longer. The fastest path to approval is ensuring your legal business name and Tax ID match exactly what is on file with the IRS, and that all beneficial owners are disclosed on the application.

Q: Will the underwriting process affect my credit score?

No. The bank runs a soft credit pull only, which does not impact your credit score.

Q: What if my legal business name or Tax ID doesn’t match IRS records?

This is one of the most important things to get right. If your Legal Business Name and Tax ID (EIN or SSN) do not match exactly what is on file with the IRS, your account may be subject to 24% federal backup withholding — meaning the IRS requires the bank to withhold 24 cents of every dollar processed until the mismatch is resolved. Double-check your IRS records before applying to avoid this. If automated matching fails, Zift may request a copy of your SS-4 confirmation letter or other official IRS documentation to verify your exact filing details.

Q: What if I am asked for additional information?

If your application is pended, you’ll receive an email from Zift with a specific list of what is needed. Common requests include:

• Uploading a business registration document or license
• Providing a voided check or bank letter for bank account verification
• Completing a biometric identity verification (see below)
• Confirming beneficial ownership (disclosing all owners with 25%+ stake)
• Temporarily unfreezing your credit if it is currently frozen
• Submitting an SS-4 confirmation letter if your business name and Tax ID cannot be automatically matched to IRS records

Responding promptly to these requests will keep your application moving.

Q: What does biometric identity verification involve?

If automated identity checks cannot fully confirm your identity, you may be asked to complete a brief biometric verification. The process is completed on your mobile device or computer and involves two steps:

• Capture your ID: Take a clear photo of the front and back of a valid government-issued photo ID.
• Take a selfie: Take a real-time photo of your face. The system matches your facial characteristics to the photo on your ID to confirm they belong to the same person.

The whole process takes just a few minutes and is designed to protect your business from identity theft.

Pricing and Fees

Q: What does Q360 Payments cost?

Pricing is straightforward with no hidden fees:

When a customer pays by credit card, a surcharge is added to the transaction amount and returned to the merchant as partial recovery of payment processing costs. The payment processor then applies its standard processing fees to the total transaction amount, including the surcharge.

Example

• Original invoice amount: $100.00
• Customer surcharge (3%): $3.00
• Total charged to customer: $103.00

The payment processor applies its processing fee to the full $103.00 transaction:

• Processing fee (3.5%): $3.61
• Additional transaction fee: $0.30
• Total processing fees: $3.91

Payment Breakdown

• Amount deposited to merchant: $99.09
• Fees retained by payment processor: $3.91

Note: Additional monthly service fees or processor-related charges may also apply and are not included in this example.

The purpose of the surcharge is to help offset payment processing expenses. However, merchants may still incur additional operational and payment-related costs not fully covered by the surcharge amount.

Monthly Fees

• $10.00 Monthly PCI DSS Validation Fee
• No annual fees
• No cancellation fees
• No monthly minimum fees

Q: When are fees charged?

Fees are deducted at the time of the transaction. You receive the net amount after fees — you do not receive a separate fee invoice. Your transaction history in Q360 will show both the gross transaction amount and the net amount deposited.

Q: Are there fees for refunds?

There are no fees associated with refunds.

Q: Is there a cancellation fee?

No. There is no cancellation fee. Q360 Payments is provided on a month-to-month basis — there is no long-term commitment required.

Surcharging — Passing Fees to Your Customers

Q: What is a surcharge?

A surcharge is an additional fee added to a credit card transaction to cover the cost of processing. It is expressed as a percentage of the transaction amount. Rather than the business absorbing the processing fee, the surcharge passes that cost to the customer who chooses to pay by credit card.

Q: Can I pass credit card fees to my customers?

Yes. Q360 Payments supports surcharging, which allows you to pass credit card processing costs to your customers. The surcharge amount cannot exceed your actual cost to process the transaction or 3%, whichever is lower — this is a rule set by Visa and Mastercard.  For additional information on how surcharging and fees impact your customers and you as the merchant (including an example), see Pricing and Fees tab.

Q: Does surcharging apply to debit cards?

No. Surcharging on debit cards or prepaid cards is illegal under the Durbin Amendment and Visa/Mastercard card brand rules. Q360 Payments will automatically detect card type and will not apply a surcharge to debit or prepaid cards.

Q: What states prohibit surcharging?

Credit card surcharging is currently prohibited by law in the following states:

• Connecticut
• Maine
• Massachusetts

Additionally, Colorado has a max surcharge of 2%.

If your customer is located in one of these states, the surcharge cannot be applied to their transaction. Q360 looks at the billing address to determine if a surcharge is allowed.

Q: What disclosures are required if I surcharge?

Card brand rules require the following:

• At checkout: The surcharge amount must be clearly displayed and itemized before the customer completes payment. Customers must have the opportunity to cancel after seeing the surcharge disclosure. Q360 will add this language automatically if you choose to surcharge
• On the invoice/receipt: The surcharge must be itemized and show the exact amount and/or percentage. Q360 Payments does this automatically.
• Minimum font size: 10-point Arial (or equivalent) for any written disclosure.

Q360 handles these disclosure requirements automatically when surcharging is enabled.

Q: How do I enable surcharging in Q360?

Navigate to Accounting > Admin > Company Setup > Asset Tab.  Enter the surcharge % and the account number the surcharge amount should be recording in.

Also, Colorado only allows you to surcharge up to 2%, not 3%.

Q: When do I receive my money after a customer pays?

Q360 Payments operates on a standard 2-business-day deposit schedule for both credit card and ACH transactions:

• Weekday transactions (Mon–Thu): Transactions processed by 10:30 PM EST are deposited two business days later.
• Weekend transactions (Fri–Sun): Transactions processed Friday through Sunday are batched together and deposited the following Tuesday.

Q: How will I know when a deposit has been made?

Each day a deposit is made, you will receive an automated email from noreply@zift.io containing the total deposit amount and a detailed PDF breakdown of the transactions included.

Q: How are funds deposited?

Funds are deposited via ACH directly into the bank account you provided during the application process. You do not need to take any action to receive your funds — deposits happen automatically on your payout schedule.

Q: Can I change my bank account after I’ve signed up?

Yes. To update your banking information, you must complete a secure bank account change form at bc.zift.io. A verified owner of the business is required to sign the form. Once submitted, Zift will verify the new account details and update your depository account within 48 hours.

Important: Do not close your old bank account until you have received confirmation that the first deposit has successfully landed in your new account. Closing your account early can cause payout interruptions.

Q: What if my business’s legal name or Tax ID changes?

If your business undergoes a legal name change or receives a new Tax ID (EIN), a new Q360 Payments application will be required. Each payment account is tied to a specific Tax ID for IRS 1099-K reporting — because gross transaction volume must be reported accurately for each distinct legal entity, a new Tax ID necessitates a new account.

Q: Is there a minimum payout amount?

There are no minimums required for a payout.

Q: Where can I see my payout history in Q360?
Yes, the payout history is accessible via Live Data report.

Q: What payment methods are supported?

Q360 Payments supports:

• Credit cards — Visa, Mastercard, American Express, Discover
• Debit cards
• ACH bank transfer (checking or savings accounts)

Q: Can my customers pay online without being present?

Yes. Q360 Payments supports card-not-present transactions.  You can forward a payment link for  a specific invoice to the customer.

Q: Can I store a customer’s payment method for future invoices?
Yes, you can save customer payment method in Q360 for future invoice payment.  You can also save the payment on Service Contract for auto process charges after invoices are generated for recurring billing. Q360 only saves a token provided by Zift to ensure PCI compliance.

Q: What happens in Q360 when a payment is made?

When a customer pays through Q360 Payments, the transaction is recorded automatically and applied to the corresponding invoice. Your A/R balance updates in real time — no manual entry required.

Q: Can I issue refunds through Q360?

Yes, you can refund the full amount on the invoice the payment was applied to.

Q: What is a chargeback?

A chargeback occurs when a cardholder contacts their bank to dispute a charge on their credit card statement. The bank reverses the transaction and debits the amount back from the merchant while the dispute is investigated. Chargebacks are a standard part of accepting credit cards — they exist to protect consumers against fraud and billing errors.

Q: What are common reasons for chargebacks?

In the trades, the most common chargeback reasons include:

• Customer claims they did not authorize the charge
• Customer disputes the quality or completion of work
• Duplicate or incorrect charges
• Customer did not recognize the business name on their statement

The best protection against chargebacks is clear documentation: signed work orders, customer acknowledgments, before/after photos, and communication records.

Q: What happens when I receive a chargeback?

When a chargeback is initiated, you will receive an email from resolutions@zift.io with the details of the dispute, the reason code, and a respond-by date. The disputed amount will be deducted from your next scheduled deposit. If no deposit is scheduled, it will be debited directly from your bank account. The chargeback will also appear on your daily deposit statement showing the cardholder’s name and amount.

Q: How do I respond to a chargeback?

To contest a chargeback, you have two options:

• Reply directly to the notification email from resolutions@zift.io with your supporting evidence attached.
• Upload evidence to the chargeback response portal — a link will be included in the notification email.

The respond-by date is specified in the notification email. Respond as promptly as possible. Strong evidence includes:

• Signed contracts, proposals, or work orders
• Customer communication (emails, texts)
• Proof of delivery or project completion
• Photos of completed work
• Any customer authorization records

Q: What happens to the disputed funds while a chargeback is open?

The chargeback amount is deducted from your next deposit. If there is no deposit scheduled, it will be debited directly from your bank account. If you successfully contest the dispute, the amount is reversed back to you.

Q: How long does a chargeback take to resolve?

Chargeback timelines vary by complexity:

• Standard lifecycle: 30 to 90 days end-to-end for a contested case.
• Formal arbitration: If the card brand escalates the case, this can extend to 120 days or more.

Note that cardholders have up to 180 days from the transaction date (or expected service delivery date) to file a chargeback — so disputes can arrive well after the original payment was made.

Q: Is there a fee for chargebacks?

Yes, there is a $25 chargeback fee.

Q: What is an ACH return?

An ACH return occurs when a bank transfer cannot be completed — for example, because the account number is incorrect, the account is closed, or there are insufficient funds. Unlike credit card chargebacks, ACH returns cannot be disputed — the return is final.

Q: How will I know if an ACH payment was returned?

When an ACH return occurs, it will appear on your daily deposit statement with the account holder’s name, the amount, and a return reason code that indicates why the transfer failed.

Q: What should I do when an ACH payment is returned?

Depending on the return reason code, you have two options:

• Correct and reprocess: If the failure was due to a data entry error (e.g., wrong account number), fix the information and resubmit the transaction.
• Request a new authorization: If the account is closed or the customer placed a stop payment, contact your customer and obtain a new payment authorization before attempting to reprocess.

Q: What is a “blacklisted” transaction?

If an ACH transaction is declined in real time before processing, it may be because the account has a prior history of hard returns — such as Account Closed, No Account Found, or Frozen Account. Zift maintains a list of such accounts to prevent fees on transactions that are unlikely to succeed. If you believe a customer’s account issue has been resolved, contact Q360 support to have it removed from the list before reprocessing.

Q: Is Q360 Payments PCI compliant?

Yes. Q360 Payments is built on Zift’s infrastructure, and Zift is a PCI DSS Level 1 Certified Service Provider — the highest level of security certification in the payments industry. Their infrastructure undergoes rigorous annual on-site audits by an independent Qualified Security Assessor (QSA) and continuous automated vulnerability scanning.

Q: How is my customers’ card data protected?

Cardholder data is never stored on Solutions360 servers. Card numbers are tokenized at the point of entry — meaning the actual card number is immediately replaced with a secure token that cannot be reverse-engineered. All data is encrypted in transit and at rest.

Q: Is my banking information secure?

Yes. Your bank account information is stored and managed by Zift using bank-level encryption and access controls. Solutions360 does not have access to your full bank account details.

Q: Do I have any PCI obligations as a merchant?

Yes. All merchants are required by the card brands to maintain annual PCI compliance by completing a Self-Assessment Questionnaire (SAQ). Because Q360 Payments uses tokenization to handle card data on your behalf, your SAQ scope is significantly reduced — many questions are pre-populated based on your payment processing methods, and you primarily need to review and confirm that the provided answers are accurate. You will receive an annual enrollment email from support@pciapply.com with instructions on how to complete your SAQ. The process is designed to be quick and straightforward.

Q: Who do I contact if I have a payments issue?

Q360 support is your first point of contact for any payments-related question or issue. Our team handles day-to-day merchant inquiries and will escalate to Zift’s technical and compliance team when needed. Please do not attempt to contact Zift directly — all support flows through Q360.

Q: Where can I find my transaction history and statements?

Transaction history, payout and statements can be accessed directly from Q360 using Live Data Reports

Q: What if a payment fails or is declined?

When the end customer processes a payment through a payment link, they will receive a message detailing the failure reason.