# Synctera: v1 Learning Center ## Learning Center ### Overview - [Synctera Learning Center](https://docs.synctera.com/docs/learning-center.md): In-depth information about Synctera ### Synctera FAQ #### Synctera Console - [Synctera Console](https://docs.synctera.com/docs/synctera-console.md) - [We have new employees joining, how do we give them access to the Synctera Console?](https://docs.synctera.com/docs/we-have-new-employees-joining-how-do-we-give-them-access-to-the-synctera-console.md): You should have an admin set-up internally within your team and that admin will have the ability to grant and change access for all members of your team. #### Transaction Status - [Transaction Status](https://docs.synctera.com/docs/transaction-status.md) - [I would like to release a hold on a transaction for a customer, how can I do that?](https://docs.synctera.com/docs/i-would-like-to-release-a-hold-on-a-transaction-for-a-customer-how-can-i-do-that.md): You can contact Synctera Support with the reason you would like to release the hold so we can investigate to see whether it is possible. - [Which types of transactions are subject to holds and how long do the holds last?](https://docs.synctera.com/docs/which-types-of-transactions-are-subject-to-holds-and-how-long-do-the-holds-last.md): Outgoing debit ACHs have a 2 day hold on the funds that have been added to the account on Synctera's platform. #### Payments - [Payments](https://docs.synctera.com/docs/payments.md) - [How can I check the reason why an end customer was unable to make a payment?](https://docs.synctera.com/docs/how-can-i-check-the-reason-why-an-end-customer-was-unable-to-make-a-payment.md): Given a declined transaction, the reason can be found using our Transactions API. - [How are micro-deposits monitored?](https://docs.synctera.com/docs/how-are-micro-deposits-monitored.md): Micro-deposits are strictly monitored by Plaid, Synctera does not handle them. - [Are there any differences in the Plaid linking process depending on the specific bank or credit union?](https://docs.synctera.com/docs/are-there-any-differences-in-the-plaid-linking-process-depending-on-the-specific-bank-or-credit-union.md): No, unless the bank/credit union is not supported by Plaid in which Synctera will have to do the micro deposits verification. - [Can the end customer link multiple bank accounts via micro-deposit account verification?](https://docs.synctera.com/docs/can-the-end-customer-link-multiple-bank-accounts-via-micro-deposit-account-verification.md): Yes, as long as it is not the same bank account multiple times. #### KYC/KYB - [How can I find out why an application was denied? Can the end customer re-apply?](https://docs.synctera.com/docs/how-can-i-find-out-why-an-application-was-denied-can-the-end-customer-re-apply.md): If an end-customer's sign up is denied, you will find notes from the Ground Control case giving the reasoning behind the rejection. Depending on the reason, the end-customer can re-apply. - [Can we fail a KYC case if we believe it is a fraudulent user?](https://docs.synctera.com/docs/can-we-fail-a-kyc-case-if-we-believe-it-is-a-fraudulent-user.md): If you believe that an end-user's signup is potentially fraudulent, we can either fail the user, or request additional documentation to make a determination. - [What is the full list of information to include for each KYC case type?](https://docs.synctera.com/docs/what-is-the-full-list-of-information-to-include-for-each-kyc-case-type.md): Full legal name as it appears on government documents (no nicknames, include all last names if you have multiple, etc.) - [Can I customize my KYC rules?](https://docs.synctera.com/docs/can-i-customize-my-kyc-rules.md): No, you cannot customize KYC rules, without approval from your sponsor bank. #### Fraud - [What should I do if I find out that an end customer couldn't complete a payment because he was flagged for fraudulent behaviour?](https://docs.synctera.com/docs/what-should-i-do-if-i-find-out-that-an-end-customer-couldnt-complete-a-payment-because-he-was-flagged-for-fraudolent-behaviour.md): If an end-customer cannot make a payment, it could be for a number of reasons. #### API Management - [I am subscribed to webhooks and have noticed that they are not always delivered in order. What is the best way to handle this?](https://docs.synctera.com/docs/i-am-subscribed-to-webhooks-and-have-noticed-that-they-are-not-always-delivered-in-order-what-is-the-best-way-to-handle-this.md): Here's a guide to get around that: #### Customers/Accounts - [Customers/Accounts](https://docs.synctera.com/docs/customersaccountspersonsbusinesses.md) - [My end-customer's account status is Active, so why can't I send internal transfers to their Account?](https://docs.synctera.com/docs/my-end-customers-account-status-is-active-so-why-cant-i-send-internal-transfers-to-their-account.md): If your end-customer's Account status is "Active", check to make sure that their Customer status is also "Active". Customer status overrides Account status. - [We have a few inactive end-customers who would like their accounts closed, what is the process to close their accounts?](https://docs.synctera.com/docs/we-have-a-few-inactive-end-customers-who-would-like-their-accounts-closed-what-is-the-process-to-close-their-accounts.md): In order to close an account successfully, you must ensure that the account balance is 0 dollars. - [Can end customers outside of USA/Canada create accounts? If so, how?](https://docs.synctera.com/docs/can-end-customers-outside-of-usa-canada-create-accounts-if-so-how.md): As long as the end-customer has an address that is in the list of your specific supported countries and passes KYC, an account can be created and associated with them. - [How long does it take for an end customer's information (such as address) to reflect in the bank's database after modification?](https://docs.synctera.com/docs/how-long-does-it-take-for-an-end-customers-information-such-as-address-to-reflect-in-the-banks-database-after-modification.md): It is reflected instantly. - [When an end customer's account is frozen/suspended, does that automatically freeze his/her card?](https://docs.synctera.com/docs/when-an-end-customers-account-is-frozensuspended-does-that-automatically-freeze-hisher-card.md): It does not auto-suspend the card, but part of authorizing a transaction requires that the end-customer and account be in good standing. You should suspend cards when you wish to fully block all authorizations. - [What can cause an end customer account to go negative?](https://docs.synctera.com/docs/what-can-cause-an-end-customer-account-to-go-negative.md): A force-post or charges that settle for a higher amount than authorized (e.g restaurant bills with a tip) can cause an account to go negative. - [What happens if an end customer's account goes into a negative balance and how does Synctera handle such situations?](https://docs.synctera.com/docs/what-happens-if-an-end-customers-account-goes-into-a-negative-balance-and-how-does-synctera-handle-such-situations.md): When an account goes into a negative balance this can be due to few typical use cases. - [How does the interest payout process work when a Fintech customer requests to close their savings account?](https://docs.synctera.com/docs/how-does-the-interest-payout-process-work-when-a-fintech-customer-requests-to-close-their-savings-account.md): When an end-customer requests to close a Savings account, the account needs to be moved to IN CLOSING status (i.e if a customer wants to close an account mid month on March 15, the account is moved to IN CLOSING on March 15). #### ACH/Checks/Wires/Ledger - [What formats are accepted for check deposits?](https://docs.synctera.com/docs/what-formats-are-accepted-for-check-deposits.md): PNG, JPEG, and TIFF formats are supported. - [We know that direct deposit is a type of ACH. Is there any benefit or difference between setting up direct deposit vs the payer executing an ACH push?](https://docs.synctera.com/docs/we-know-that-direct-deposit-is-a-type-of-ach-is-there-any-benefit-or-difference-between-setting-up-direct-deposit-vs-the-payer-executing-an-ach-push-ie-time-for-payment-to-arrive-costs-etc.md): There is essentially no benefit to you. The benefit is for the end-customer or the payroll provider, by having a direct deposit agreement they are allowed to send recurring credits to the same account with customer authorization. - [Is there a way for us (the customer of Synctera) to know if a payment via direct deposit is on its way?](https://docs.synctera.com/docs/is-there-a-way-for-us-the-customer-of-synctera-to-know-if-a-payment-via-direct-deposit-is-on-its-way.md): Generally this is not possible but in some cases Payroll providers send the ACH transfer two days early, (i.e they send an ACH transfer on the Aug 29 ACH file to be executed on Aug 31) - [Is there any way for us to know if one of our end customers have set up direct deposit?](https://docs.synctera.com/docs/is-there-any-way-for-us-the-customer-of-synctera-to-know-if-one-of-our-end-customers-have-set-up-direct-deposit.md): Unfortunately, there is no way to verify this. The end-customer usually needs to provide a Direct Deposit form to their employer, Government or Payroll provider with the account information to process the deposit. - [Can we reverse an ACH?](https://docs.synctera.com/docs/can-we-reverse-an-ach.md): An individual ACH transaction can be reversed until it is sent to the network using our "Update a sent ACH transaction" endpoint - [What are the cutoff times for same-day ACH?](https://docs.synctera.com/docs/what-are-the-cutoff-times-for-same-day-ach.md): You can see the cutoff times for same-day ACH in our guide here: - [The end customer initiated a same day ACH. Why hasn't it been posted in the account?](https://docs.synctera.com/docs/the-end-customer-initiated-a-same-day-ach-why-hasnt-it-been-posted-in-the-account.md): Same-day ACH payments will only settle the same business day if they were submitted before the “cutoff time” (4:45pm ET). If a same-day ACH is originated after the daily cutoff time, it will be sent as a same-day ACH the following business day. - [What are the processing times for ACH files?](https://docs.synctera.com/docs/what-are-the-processing-times-for-ach-files.md): ACH files are sent during ACH Exchange Windows (https://www.frbservices.org/resources/resource-centers/same-day-ach/fedach-processing-schedule.html). - [Can accounts receive and send international USD wires?](https://docs.synctera.com/docs/can-accounts-receive-and-send-international-usd-wires.md): Some of our sponsor banks support receiving international wires, but not all. Sending international wires is not an available capability at the moment. If you'd like to know whether your account is eligible to receive international wires, please reach out to your Implentation & Onboarding manager. - [How does the end customer ensure their check is deposited successfully?](https://docs.synctera.com/docs/how-does-the-end-customer-ensure-their-check-is-deposited-successfully.md): MRDC checks are first sent to synctera. A pending transaction will be created for this check. Our operations team then approves or declines the check. Once the check is approved, then part of the funds will become available (how much is configured per bank) and part will be held (the amount of time… - [What are the different types of statuses for an ACH transaction on the Synctera platform, and how do they relate to the transaction and the network?](https://docs.synctera.com/docs/what-are-the-different-types-of-statuses-for-an-ach-transaction-on-the-synctera-platform-and-how-do-they-relate-to-the-transaction-and-the-network.md): There are two types of statuses regarding an ACH transaction: The **transaction status** and the **network status**. Both of these statuses are reflected in the Platform Transaction view. - [Why do I sometimes not see a network status on ACH transactions?](https://docs.synctera.com/docs/why-do-i-sometimes-not-see-a-network-status-on-ach-transactions.md): For Incoming Credits/Debits, a network status will not be trackable. This is because Synctera is not the originator of the transaction so we do not have visibility into the status as it pertains to the file’s state in the network. - [How can I know why an ACH transaction failed?](https://docs.synctera.com/docs/how-can-i-know-why-an-ach-transaction-failed.md): There will be a decline reason present in the Platform. Common decline reasons include but are not limited to: - [Why do ACH files get sent out sometimes even when the account has been frozen and the transaction is still in pending status?](https://docs.synctera.com/docs/why-do-ach-files-get-sent-out-sometimes-even-when-the-account-has-been-frozen-and-the-transaction-is-still-pending-status.md): If the file has been sent to the network we are not able to then revoke it - in this case a return has to be issued. If the account is frozen prior to the file being sent out, then the transaction can be canceled, but if after, it would have to be handled as a return.If the file has been sent to the… - [What are the validations/verifications that checks are subjected to before they are approved?](https://docs.synctera.com/docs/what-are-the-validationsverifications-that-checks-are-subjected-to-before-they-are-approved.md): The check standards are as follows : - [Do all checks need to be reviewed & approved/declined manually after deposit?](https://docs.synctera.com/docs/do-all-checks-need-to-be-reviewed-approveddeclined-manually-after-deposit.md): Yes, all checks need to be reviewed & approved/declined after deposit. - [A check was rejected. How can we find out the rejection reason?](https://docs.synctera.com/docs/a-check-was-rejected-how-can-we-find-out-the-rejection-reason.md): In the Synctera console, open up the check transaction and on the left side there will be a banner which will state the reason for rejection. - [Why was our wire returned?](https://docs.synctera.com/docs/why-was-our-wire-returned.md): You can view the reason for why the wire was returned in the Synctera console under the specific wire transaction. There will a banner on the left side that will state the reason. #### Cards/AFT/OCT - [How do international customers provide a valid address if the merchant only allows entry of US addresses?](https://docs.synctera.com/docs/how-do-international-customers-provide-a-valid-address-if-the-merchant-only-allows-entry-of-us-addresses.md): If a merchant requires a US address and customer does not have one, they will not be able to use their card with that particular merchant. - [How can a customer pass AVS if they have different shipping and billing addresses? Does additional documentation need to be provided?](https://docs.synctera.com/docs/how-can-a-customer-pass-avs-if-they-have-different-shipping-and-billing-addresses-does-additional-documentation-need-to-be-provided.md): AVS only uses 1 address. If legal address is populated, it is used. If not, shipping address is used. - [Can an end-customer cancel a card shipment? If so, how?](https://docs.synctera.com/docs/can-an-end-customer-cancel-a-card-shipment-if-so-how.md): You can reach out to Synctera Support on the end-customer's behalf. We will then contact the card provider to attempt to cancel the shipment. The provider can typically pull the shipment for an additional fee, which the end-customer will have to pay. However, we cannot guaranteed that an order will… - [Can a end-customer change their shipping address after a card request has been made? If so, how? Who should be contacted?](https://docs.synctera.com/docs/can-a-end-customer-change-their-shipping-address-after-a-card-request-has-been-made-if-so-how-who-should-be-contacted.md): You can reach out to Synctera Support on your end customer's behalf. We will then contact the card provider to attempt to change the shipping address. The provider can typically make the adjustment for an additional fee, which the end-customer will have to pay. However, we cannot guarantee that an o… - [How are merchant processors for merchants displayed in transactions?](https://docs.synctera.com/docs/how-are-merchant-processors-for-merchants-displayed-in-transactions.md): In the Synctera console, we display merchant processors with an astrerick as following: - [How can an end-customer dispute a card transaction?](https://docs.synctera.com/docs/how-can-an-end-customer-dispute-a-card-transaction.md): The end-customer should contact their issuing cards bank if they would like to dispute a card transaction. - [Can purchases settle for an amount larger than the amount that was authorized?](https://docs.synctera.com/docs/can-purchases-settle-for-an-amount-larger-than-the-amount-that-was-authorized.md): Yes, some charges (e.g. restaurant bills with tip) typically settle for a larger amount. - [How do ATMs and ATM fees work at Synctera?](https://docs.synctera.com/docs/how-do-atms-and-atm-fees-work-at-synctera.md): ATM fees are typically charged by the ATM owner/operator. - [Can card orders be shipped internationally?](https://docs.synctera.com/docs/can-card-orders-be-shipped-internationally.md): Yes they can be. - [Can cards be shipped to PO boxes?](https://docs.synctera.com/docs/can-cards-be-shipped-to-po-boxes.md): It is possible from our end, but it depends on your policy as our customer. - [An end-customer is unable to add a card to their Apple/Google Wallet, what is the reasoning behind this and how can this be resolved?](https://docs.synctera.com/docs/an-end-customer-is-unable-to-add-a-card-to-their-apple-wallet-what-is-the-reasoning-behing-this-and-how-can-this-be-resolved.md): Mastercard, Apple, and/or Google can decline a customer’s ability to add their debit or credit card to their digital wallet. This occurs when the entities believe the fraud risk of the individual is higher than their threshold. - [What should I do if an end-customer uploads incorrect external card information to the platform, and Tabapay declines eligibility for AFT/OCT?](https://docs.synctera.com/docs/what-should-i-do-if-an-end-customer-uploads-incorrect-external-card-information-to-the-platform-and-tabapay-declines-eligibility-for-aftoct.md): You can delete the card and recreate it with correct info. - [How can I get more information on the reasons behind a declined AFT/OCT case?](https://docs.synctera.com/docs/how-can-i-get-more-information-on-the-reasons-behind-a-declined-aftoct-case.md): Transaction declined: TabaPay returns a response on the transaction, but this response is an ERROR status caused by an unknown error - [What are the possible errors I might get when attempting to issue a card for an end-customer?](https://docs.synctera.com/docs/what-are-the-possible-errors-i-might-get-when-attempting-to-issue-a-card-for-an-end-customer.md): There are myriad of reasons. The list is always subject to change. - [How can I create a list of all of my organization's customers using specific products my business offers via Synctera?](https://docs.synctera.com/docs/how-can-i-create-a-list-of-all-of-my-organizations-customers-using-specific-products-my-business-offers-via-synctera.md): You can gather this data by using our metabase that allows you to build reports on such data: - [What is a contactless card?](https://docs.synctera.com/docs/what-is-a-contactless-card.md): A contactless is any card that has the "Tap feature" enabled, allowing you to make purchases by simply tapping the card at the card terminal. - [Is there a limit for the number of contactless transactions that can be made in a day?](https://docs.synctera.com/docs/is-there-a-limit-for-the-number-of-contactless-transactions-that-can-be-made-in-a-day.md): The number of contactless transactions that can be made fall under the same limit as the card limits. - [The contactless feature on an end-customers card is not working, how can this be resolved?](https://docs.synctera.com/docs/the-contactless-feature-on-an-end-customers-card-is-not-working-how-can-this-be-resolved.md): If the end-customer has tried the card at multiple different POS terminals and the contactless feature is still not working. They can try inserting the card or using the magnetic strip to make purchases. #### Platform Reporting and Metrics - [Platform Reporting and Metrics](https://docs.synctera.com/docs/platform-reporting-and-metrics.md) - [How we calculate API availability](https://docs.synctera.com/docs/how-we-calculate-api-availability.md): This document describes how we calculate the API Availability. #### Synctera Support - [Synctera Support](https://docs.synctera.com/docs/synctera-support.md) - [When should I submit a Zendesk ticket vs. a Case for Support?](https://docs.synctera.com/docs/when-should-i-submit-a-zendesk-ticket-vs-a-case-for-support.md) ### Synctera for FinTechs - [Synctera Platform Agreement](https://docs.synctera.com/docs/synctera-platform-agreement.md) #### Products & Platform - [Products and Platform](https://docs.synctera.com/docs/products-fintechs.md) - [Account linking ](https://docs.synctera.com/docs/account-linking-products.md): Verify account ownership, identity and account balance when funding new accounts - [Instant Push to Card](https://docs.synctera.com/docs/instant-push-to-card.md): Allow your customers to push money from their accounts to any card in real time - [Payments](https://docs.synctera.com/docs/payments-products.md): Simple, reliable money movement - [Back office](https://docs.synctera.com/docs/back-office-products.md): Achieve compliance and fight money laundering - [Professional Services](https://docs.synctera.com/docs/professional-services-fintechs.md): An expert team to design and build your FinTech app or embedded banking product #### FinTech Launch Guide - [Fintech Launch Guide](https://docs.synctera.com/docs/fintech-launch-guide.md) - [FinTech Launch Checklist](https://docs.synctera.com/docs/fintech-launch-checklist.md): This document contains all action items that you need to complete in order to launch in Production with an internal testing group ##### Solutioning - [Solutioning](https://docs.synctera.com/docs/fintech-solutioning.md) - [SmartCards (Secured)](https://docs.synctera.com/docs/smartcards-secured.md): This document outlines the step by step process flow of getting a secured smartcard in the hands of your customers, including compliance requirements for onboarding, application, account creation and funding, and card issuance. - [Business Onboarding](https://docs.synctera.com/docs/business-onboarding.md): This diagram outlines the compliance requirements for a typical business DDA program as it pertains to the end user experience and development flow. - [Consumer Onboarding](https://docs.synctera.com/docs/consumer-onboarding.md): This document outlines the requirements for a typical consumer DDA program. - [Funds flow diagram](https://docs.synctera.com/docs/funds-flow.md): A funds flow diagram shows a detailed view of how money will flow into, within, and out of Synctera’s ecosystem as your customers use your FinTech app or embedded banking product. ##### Pre-Launch Task Guide - [Pre-Launch Task Guide](https://docs.synctera.com/docs/pre-launch-task-guide.md) - [Set Up Case Management](https://docs.synctera.com/docs/set-up-case-management.md): Setting up assignees for case notifications - [Run KYB on Your Company/Organization](https://docs.synctera.com/docs/run-kyb-on-you-company-or-organization.md): In order to test your app with real money, with a real bank, in the t-minus10 live-testing environment or in production, you're company will need to pass KYB. Here's an easy guide to run KYB on your company or organization to take you to the next step! - [Testing and Certification](https://docs.synctera.com/docs/testing-and-certification.md): Testing and certification are essential for FinTech implementations for several reasons: - [Develop Marketing Materials](https://docs.synctera.com/docs/compliance-guidance-about-marketing.md): Marketing materials must be in compliance with bank regulatory expectations. All marketing materials that mentions a banking product must be [reviewed by your Sponsor Bank](/docs/marketing-materials-cases-fintechs) before publishing. This includes email, websites, social media, press releases, and o… - [App store submissions](https://docs.synctera.com/docs/app-stores.md): App stores are the primary means to get your app or product into the hands of your customers. Each app store has its own rules and guidelines for submission, as well as opportunities for marketing, exposure and customer engagement. ##### Product-Specific Launch Guides - [Product-Specific Launch Guides](https://docs.synctera.com/docs/product-specific-launch-guides.md) - [Launch SyncteraPay](https://docs.synctera.com/docs/launch-syncterapay.md) ###### Launch Cards - [Launch Cards](https://docs.synctera.com/docs/launch-debit-cards.md) - [Launch Cards with Synctera](https://docs.synctera.com/docs/launch-cards-with-synctera.md) - [Physical Card Art & Collateral](https://docs.synctera.com/docs/mobile-wallet-resources.md): Synctera allows you to easily issue cards that make your brand stand out. - [Enable Apple Pay and Google Pay](https://docs.synctera.com/docs/enable-apple-pay-and-google-pay.md) ##### Post-Launch Support - [Post-Launch FinTech Support](https://docs.synctera.com/docs/fintech-support.md): Congratulations on pushing the application into Production! This page outlines how post-launch support will look like for you and your team. #### FinTech User Guide - [NOC case correction](https://docs.synctera.com/docs/noc-case-correction.md): We get NOC from external financial institutions when the account details need to be changed (routing number / account number / account type etc). We create these NOC cases now which someone needs to act on (update the account with right information that we get from NOC and close the case). And based… - [Accounts for fintechs](https://docs.synctera.com/docs/accounts-for-fintechs.md) - [Reconciliation](https://docs.synctera.com/docs/reconciliations-for-fintechs.md): When your customers begin conducting live transactions, it is important that all of the systems involved in the transaction are recording the same data. - [Company offboarding](https://docs.synctera.com/docs/company-offboarding.md) - [Invoice Details](https://docs.synctera.com/docs/invoice-details.md) ##### Cases - [Cases](https://docs.synctera.com/docs/cases-for-fintechs.md) - [AML Cases](https://docs.synctera.com/docs/aml-cases.md) - [Limit Control cases](https://docs.synctera.com/docs/limit-control-cases.md): You can set notifications alerts when you create the limit. For example the Bank can set up case notifications at 20% , 70% and 90% utilization. - [Fraud Cases](https://docs.synctera.com/docs/fraud-cases-fintechs.md): [Synctera Fraud](/docs/payments-products#synctera-fraud) will automatically identify potentially fraudulent transactions. - [KYB cases](https://docs.synctera.com/docs/kyb-cases-fintechs.md): The KYB case allows you to assess the KYB outcome for business customers who are not automatically accepted. - [KYC Cases](https://docs.synctera.com/docs/kyc-cases-fintechs.md): The KYC case allows you to assess the KYC outcome for customers who are not automatically accepted. - [Watchlist Match cases](https://docs.synctera.com/docs/watchlist-match-cases-fintechs.md): The Watchlist Match case type provides a place to review any counterparties on transactions that are found to be on a watchlist when performing the transaction. ###### Dispute Cases - [Dispute Cases](https://docs.synctera.com/docs/dispute-cases-fintechs.md): Customers can dispute transactions made on their card or their account for many reasons ranging from not recognizing the transaction to fraudulent transactions by an unauthorized user. - [Card transaction disputes V1](https://docs.synctera.com/docs/card-transaction-dispute-cases.md): Card transactions are the most commonly disputed transactions types. This guide explains the card dispute process, how to initiate, manage and monitor until the dispute is resolved. ##### Operations - [Limit Control](https://docs.synctera.com/docs/limit-control.md) ##### Cards - [Cards](https://docs.synctera.com/docs/cards-for-fintechs.md) - [Managing Debit Cards](https://docs.synctera.com/docs/card-management.md): The Cards tab in the Synctera Console supports the ability to issue and manage cards. - [Card Interchange](https://docs.synctera.com/docs/interchange-overview.md): Interchange (reimbursement) fees are fees paid by merchants each time they accept a card. - [Mastercard Passthrough Fees](https://docs.synctera.com/docs/mastercard-passthrough-fees.md): Mastercard bills the payment card issuer (i.e. your BIN sponsor bank) for different fees related to their products and services - [Controls for cross-border card transactions](https://docs.synctera.com/docs/controls-for-cross-border-card-transactions.md): Synctera has enabled controls for cross-border card transactions - [Issuer 3DS Card Authentication](https://docs.synctera.com/docs/issuer-3ds-card-authentication.md): 3DS authentication is a security protocol backed by the major payment card schemes that adds a layer of security for online/e-commerce card transactions, protecting against fraudulent actors. - [Address Verification Service (AVS)](https://docs.synctera.com/docs/address-verification-service-avs.md): Address Verification Service (AVS) is a method provided by issuers to help merchants detect potential card transaction fraud, especially for card-not-present (CNP) transactions (for example, online transactions). - [Card Shipping Overview](https://docs.synctera.com/docs/card-shipping-overview.md) - [Handling Returned Mail](https://docs.synctera.com/docs/how-to-handle-return-mail-for-cards.md): Handling Returned Mail ##### Synctera Insights - [Insights](https://docs.synctera.com/docs/insights.md): Synctera Insights is our world-class analytics and dashboarding workbench.  You can access it directly at [insights.synctera.com](https://insights.synctera.com/) or by clicking on the Insights callout in the left navbar on [the Synctera Console](https://app.synctera.com/). ##### User Management - [Permissions](https://docs.synctera.com/docs/permissions.md) - [Group and User Creation](https://docs.synctera.com/docs/group-and-user-creation.md) ##### Risk & Compliance - [Risk & Compliance](https://docs.synctera.com/docs/compliance.md) - [Compliance Management System (CMS)](https://docs.synctera.com/docs/compliance-management-system-cms.md) - [Compliance and Ops Support (Ground Control)](https://docs.synctera.com/docs/ground-control.md): Synctera’s Ground Control service offers operational support for compliance processes to help companies address compliance policies, procedures, and regulatory requirements. - [Account Agreements and Disclosures](https://docs.synctera.com/docs/accountagreementsanddisclosures.md): This guide captures the requirements for account agreements and disclosures. - [Chargeback Response Guide for Instant Payments (AFT & OCT Transactions)](https://docs.synctera.com/docs/chargeback-response-guide-for-Instant-payments.md) - [Marketing](https://docs.synctera.com/docs/marketing.md): There are several guidelines to marketing your financial products prior to launching. These include topics such as how and when to reference your Sponsor Bank partner, how to address FDIC insurance, how to characterize your Company, and how to advertise rates such as APR and APY. - [Use of External KYC Vendors](https://docs.synctera.com/docs/use-of-external-kyc-vendors.md): Synctera is connected with specific KYC vendors to conduct identity verification, watchlist monitoring, and OFAC screening. - [Operational Resilience](https://docs.synctera.com/docs/rc-implementation-operational-resilience.md): As soon as possible, but at least prior to access to the production API key, it is required for the Company to gather fully executed insurance and to provide a copy of the policy limits via a Certificate of Insurance (COI). - [Promotions or Bonus Programs](https://docs.synctera.com/docs/promotions-or-bonus-programs.md): Structuring a promotions or bonus program requires striking a balance between attracting and rewarding customers and adhering to legal, ethical, and operational considerations. - [Change Management](https://docs.synctera.com/docs/change-management-1.md): During the course of your product launch and after it is live, there may be a number of changes you wish to make to the product, marketing, customer base, etc. - [Device Fingerprinting](https://docs.synctera.com/docs/device-fingerprinting.md): Every interaction an end-user has with a digital application generates valuable data, offering insights into who they are and how they engage with the product. ###### Risk & Controls - [Fraud Risks and Scenarios](https://docs.synctera.com/docs/rc-implementation-fraud-strategy.md): Below are some common fraud risks that you may face as a company. - [ACH Transfers - Risk and Compliance](https://docs.synctera.com/docs/ach-payments-risk-and-compliance.md): The Automated Clearing House (ACH) is a network for financial transactions in the United States that allows for the electronic movement of money between banks. ### Synctera for Banks #### Bank Start Guide - [Bank Start Guide](https://docs.synctera.com/docs/bank-start-guide.md) - [How to set up secure file delivery](https://docs.synctera.com/docs/how-to-set-up-secure-file-delivery.md) - [Get Ready for Synctera Cases](https://docs.synctera.com/docs/get-ready-for-synctera-cases.md): Setting up assignees for case notifications - [Accounts on the bank's core](https://docs.synctera.com/docs/accounts-on-the-banks-core.md): Synctera is a Sub-Ledger to the Bank and the Ledger of Record for the FinTech. - [Secure File Delivery](https://docs.synctera.com/docs/secure-file-delivery.md): This page describes the Secure File Delivery service at Synctera that is meant to delivery key operational and analytical datasets to partners over SFTP using PGP-encrypted files. - [Synctera Internal accounts overview](https://docs.synctera.com/docs/internal-accounts-overview.md): This document discusses the types, purpose, and reconciliation of internal accounts on the Synctera platform. - [Get Ready for Synctera Transaction Files](https://docs.synctera.com/docs/get-ready-for-synctera-transaction-files.md): The Accounts Balances file is a CSV file that contains the account balances for all FinTechs accounts at the Sponsor Bank. - [Get ready for Synctera Remote Check Deposit](https://docs.synctera.com/docs/get-ready-for-synctera-remote-check-deposit.md) - [Get Ready for Synctera Wire](https://docs.synctera.com/docs/get-ready-for-synctera-wire.md): The term wire transfer refers to an electronic transfer of funds via a network that is administered by banks and transfer service agencies around the world. Fedwire is used in the US for domestic wire transfers. - [Get Ready for Synctera Line of Credit](https://docs.synctera.com/docs/get-ready-for-synctera-line-of-credit.md): To launch Synctera Line of Credit, your Synctera Implementation & Onboarding Specialist will work with you to define: - [Working with FinTech Partners](https://docs.synctera.com/docs/working-with-fintech-parnters.md): Synctera will work with the Sponsor Bank to understand its key goals as it pertains to its BaaS program and FinTech partnerships. ##### Synctera ACH - [Get Ready for Synctera ACH](https://docs.synctera.com/docs/get-ready-for-synctera-ach.md): The ACH file format (or NACHA file) is a text file, in which records and fields must be populated with bank-specific information. ##### Synctera Cards - [Get ready for Synctera Debit Card](https://docs.synctera.com/docs/get-ready-for-synctera-debit-card.md): Please see the product description here. - [Register for Mastercard Connect](https://docs.synctera.com/docs/register-for-mastercard-connect.md): As a Principal Member of Mastercard, you must register for [Mastercard Connect (MC Connect)](https://www.mastercardconnect.com/-/sign-in), Mastercard's online portal that provides you with access to Mastercard applications, reports, publications, and documentation. - [Quarterly Mastercard Reporting (QMR)](https://docs.synctera.com/docs/quarterly-mastercard-reporting-qmr.md): The QMR (Quarterly Mastercard Report) must be submitted after the end of a quarter, by the 15th of the following month (or earlier business day if the 15th is on a weekend/holiday) i.e. if the quarter ended Dec 2022, the next QMR report is due Fri. Jan 13th, 2023 (since the 15th is a weekend). ##### Appendix - [Mastercard Pricing & Fees](https://docs.synctera.com/docs/mastercard-pricing-fees.md) - [Exhibits](https://docs.synctera.com/docs/exhibits.md): Synctera will need the following information to complete the ACH NACHA file configuration in Synctera’s system. - [How to Accept Your BIN in Mastercard Connect](https://docs.synctera.com/docs/how-to-accept-your-bin-in-mastercard-connect.md): To accept the BINs, please enter the “Requests” section at the top of the screen. #### Bank User Guide - [Bank User Guide](https://docs.synctera.com/docs/bank-user-guide.md) - [Onboarding a FinTech](https://docs.synctera.com/docs/onboarding-a-fintech.md): Synctera nurtures qualified FTBs to define program solution, economic terms, and desired launch timing. - [Managing Synctera MRDC](https://docs.synctera.com/docs/managing-synctera-mrdc.md): Once the FinTech's end-users begin depositing checks via MRDC, the FinTech, the Sponsor Bank, and Synctera will work together to keep the program running. - [Performing 314(a) Searches](https://docs.synctera.com/docs/314a-searches.md): FinCEN’s 314a Program, based on Section 314(a) of the USA PATRIOT Act of 2001, requires certain financial institutions to search their records for accounts and transactions of entities that may be involved in terrorism or money laundering. - [Performing Reconciliation](https://docs.synctera.com/docs/reconciliation-banks.md): In order to close the books successfully, Sponsor Banks and Synctera will need to go through an End of Day process that syncs the subledger and the FBO FinTech accounts on a daily basis. ##### Using Synctera Cases - [Using Synctera Cases](https://docs.synctera.com/docs/synctera-cases-for-banks.md) - [Marketing Materials Reviews](https://docs.synctera.com/docs/marketing-materials-reviews-banks.md): The back-and-forth process for getting marketing approvals is often something that occurs over email or external channels, resulting in challenges when it comes to maintaining an audit trail or ensuring all the proper channels have been engaged. - [Dispute Cases](https://docs.synctera.com/docs/dispute-cases.md): The Dispute Case provides a place to track customer disputes of transactions that occur. - [Fraud cases](https://docs.synctera.com/docs/fraud-cases.md): [Synctera Fraud](/docs/payments-products#synctera-fraud) will automatically identify potentially fraudulent transactions - [KYB cases](https://docs.synctera.com/docs/kyb-cases.md): The KYB (Know Your Business) case type provides a place for you to review the KYB outcome for any business customers that are not automatically accepted by your KYB system. - [KYC cases](https://docs.synctera.com/docs/kyc-cases.md): The KYC (Know Your Customer) case type provides a place for you to review the KYC outcome for any customers that are not automatically accepted by your KYC system. ##### Payments Procedures - [ACH RDFI Process and Procedures](https://docs.synctera.com/docs/ach-rdfi-process-and-procedures.md): The Synctera platform receives ACH formatted files multiple times a day from the partner Bank to process entries against the FinTech customer accounts. - [SyncteraPay Procedures](https://docs.synctera.com/docs/syncterapay-procedures.md): Synctera facilitates the transaction entry creation to the FinTech end customer account via the SyncteraPay API ### General Info - [General Info](https://docs.synctera.com/docs/synctera-platform.md): The Synctera platform is a comprehensive set of cloud-based financial services that brings three types of businesses together: