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Questions?
Review our FAQs below, contact our team by phone 902.492.6500, email info@cua.com or visit one of our eight convenient branch locations. Do you have questions that aren't here? Let us know! We're here to help.
Q: What is a surcharge?
A: A surcharge is an additional fee that a merchant adds on a payment transaction when a consumer uses a credit card.
Q: Why is surcharging now being permitted?
A: As a result of an approved settlement with merchants, effective October 6, 2022, Visa and Mastercard have modified their standards to permit Canadian merchants to surcharge credit card transactions, provided merchants comply with certain limitations that can be found in the modified standards.
Q: Is surcharging permitted in both face-to-face and card-not-present environments?
A: Yes. A merchant can choose to surcharge in one or both environments.
Q: How will a cardholder be made aware of a potential surcharge?
A: Merchants must first register their intent to surcharge with their credit card processor, and then wait 30 days before applying surcharges on applicable Visa and Mastercard transactions. Following this 30 day period, a merchant must prominently display a clear disclosure of their surcharge policy at the point of store entry or when conducting an e-commerce transaction.
Q: Are merchants required to detail a surcharge on the cardholder’s receipt?
A: Yes. Merchants must provide clear disclosure of the surcharge amount on the cardholder’s receipt/proof-of-purchase.
Q: What is the difference between a surcharge and a convenience fee?
A: A surcharge is any fee charged in connection with a transaction that is not charged if another payment method is used.
A fee imposed on all like transactions regardless of the form of payment used (e.g., cash, cheque) is deemed a “convenience fee”.
Q: Can a merchant charge both a surcharge and a convenience fee?
A: No. If a merchant chooses to surcharge credit transactions, they cannot assess a convenience fee for credit transactions.
Q: How do cardholders report a complaint about surcharging?
A: If a cardholder believes they were surcharged incorrectly, they may contact Cardholder Services to report the improper surcharging. The details will then be escalated by Collabria to the appropriate network contact (Mastercard or Visa) for investigation.
Cardholders may also contact Visa or Mastercard to report any potential violations.
We are committed to providing all the necessary tools and information to understand how surcharging works and how to handle it. We will be updating this FAQ as questions arise, so be sure to check back for updates.