Frequently Asked Questions

Here you can find a collection of the most frequently asked questions. You can also use the search feature (magnifying glass) at the top of the screen if you are interested in certain topics.

Basic terms

An acquirer is a payment institution licensed by the card organization to serve as the first point of contact for accepting these card payments for other companies (merchants). It provides services in connection with payment processing and serves as liaison between the parties, especially the merchant/providers and other parties, such as card organizations and other institutions involved with the processing of payments. EVO Payments International is such an acquirer.

These include organizations such as Visa and MasterCard that operate the payment systems and which grant licenses to card-issuing companies and acquirers.

This is the bank or company that issues a payment card.


MOTO is a channel for distance selling which is activated when the card data are transmitted via post, fax or phone.

This  abbreviation is used within the payment industry when the means of payment is not physically present or the customer is not present in person (e.g. E-commerce, MOTO).

This term is used within the card industry for transactions in which the customer and merchant meet physically and the card is also physically present.

Customer systems

BIS is the central EVO customer portal with comprehensive reports related to payment processing by EVO. Information related to all aspects of payment processing is collated here. Numerous reports, flexible filtering options and all invoicing documents are available for you in the BIS. It can be called up, platform independent, using an Internet browser at the address https://bis.EVOpayments.eu. You can access the BIS conveniently from anywhere using your own login data.

The AIS sends you automatic notifications by e-mail about all operational topics.


A chargeback is where a payment already made is cancelled by the cardholder or bank. If a cardholder performs a chargeback, then EVO serves as the initial acquirer and the interface between the card organizations. The merchant is informed about the incident and charged for the chargeback amount. The preliminary stage is a retrieval request.

The CIS offers many advantages in defending against payment defaults in card-based payment transactions. Chargebacks are processed automatically. Any intervention by the merchant, if needed, can be made directly online. This saves money, since standard chargeback contests typically fail due to a failure to adhere to the response deadlines specified by the card organizations.

The retrieval request involves a request by the cardholder or the card-issuing bank for more precise information about an actuated charge. The retrieval request does not mean that the charge has been canceled. If, however, proper response to a retrieval request is not provided, a chargeback then arises from the procedure.

Fraud prevention & data security

EVO Payments International offers innovative and highly reliable protective mechanisms to identify fraud while the data are being entered and to limit risk related to payment default to the greatest extent possible. The use of these systems, when tailored to the specific business model, has played a major role in the trend toward reduced default rates.

The card verification number is an additional number printed on the signature band on the rear of the card. They are described on cards from MasterCard as the Card Verification Code (CVC-2), while Visa calls them a Card Verification Value (CVV-2). It serves as a supplemental safeguard against stolen card data and heightens security on payment processes in mail order commerce.

The card verification number is a three or four digit number printed on the card in addition to the card number itself (see CVC-2/CVV-2).

This standard ensures that security during the storage, processing and/or transmission of card data is continuously improved. All companies working with confidential data must adhere to these specifications, and verify this with corresponding certifications.

You can find out more about PCI DSS here.

EVO definitions

Merchants / clients / contractual partners use EVO services for the processing of payments for goods or services they are offering. These are the contractual partners of EVO and receive a contractual partner number for identification of the card acceptance contract.

Cardholders / customers for EVO are people whose name appears on a card. They purchase goods and services from the merchant or service provider, are contractual partners with the merchant or service provider — but are not a customer of EVO.

Payment methods

  • The debit card is a charge card where the cardholder's account is immediately debited following a transaction. As such, no credit is being offered, only the opportunity to pay without cash. There are international debit cards, such as Maestro and V PAY, and national debit cards, such as girocard in Germany. Debit cards are generally known as EC cards in Germany. However, this term is outdated in the financial sector.
  • Credit cards (and often also debit cards) are issued based on the regulations of the card organizations. The term "credit card" is frequently used for so-called "charge cards", where transactions are bundled for the month and only booked at that time (as opposed to a true credit card, where only a negotiated partial sum is booked at the end of the month).

You can find an overview of the debit and credit card acceptances offered by EVO Payments International here.

There are lots of different payment options apart from debit and credit cards. Providers around the world are constantly developing new types of payment to make the world of tomorrow more efficient and simple. Solutions are being worked on that aim to break down the "payment walls" between the customer and products/services. These include contactless technologies, payments on invoice or prepayment, installments, eWallets, payment apps and much more.

At all of the companies who offer their payment service for M-commerce and E-commerce via EVO Payments International, convenience, security and the speed of the payment process play a central role.

You can find an overview of additional payment methods here.




TA-7.1 – Conversion

Because of the cessation of magnetic strip processing, Deutsche Kreditwirtschaft is introducing a new technical standard for the girocard payment system. Before now, when the chip malfunctioned, emergency processing was ensured via the magnetic strip. In the future, this is to be carried out via the chip as well.


Since June 30, 2015, new installations have only been carried out with the software standard TA 7.1. Many merchants continue to use the old terminals as usual, because these work flawlessly. But technical developments have advanced, and numerous features that make handling easier for checkout staff and ensure more efficient accounting processes are standard practice nowadays. If you do not carry out the update before December 31, 2017, it will not be possible to process girocard payments anymore.

Most POS terminals receive the software via a download. This generally occurs automatically and mostly during the nighttime, so that your business is not affected.

Your POS terminal needs to be replaced if the manufacturer does not provide an update. This is often the case with older models. All of the payment terminals in EVO's current range are already equipped for the TA-7.1 standard. These can be used with the contactless payment function for fixed, portable and mobile applications.

As your payment service provider, EVO naturally takes care of making sure that you are ready for the migration. We will call you in the coming weeks to let you know if your terminal needs to be replaced or if the requirements can be met with a software update.

We will call you to let you know if your POS terminal needs to be replaced. We will give you an individual quote for the replacement of your POS terminal. The replacement terminal is then sent to you via convenient GLS parcel service. With your parcel, you will also receive a Deutsche Post AG parcel stamp, which you can use to return your old POS terminal to us. Please send us your old POS terminal within 14 days after receiving the new POS terminal.

Generally, your POS terminal is a rented device. This is the property of EVO Payments International GmbH. After receiving the POS terminal we will erase it fully and then dispose of it in an environmentally friendly manner. This prevents any misuse by a third party at your expense.

If you purchased your POS terminal, we give you the option of confirming that you have destroyed your POS terminal in a PCI-DSS-compliant manner in writing. Alternatively, we can dispose of your device in an environmentally friendly manner and, for this purpose, can send you a Deutsche Post AG parcel stamp. The address to send your old POS terminal to is: EVO Payments International GmbH, c/o Samhammer AG, Prinz-Ludwig-Str. 5, 92637 Weiden, Germany.

It is important that all old POS terminals are taken out of circulation, so that no harm to you or us is caused by third parties. Therefore, the device must be returned without fail within the specified time period of 14 days. If you do not return the POS terminal to us, we reserve the right to calculate the residual value of your POS terminal and collect this amount from you with one of the upcoming monthly bills.