Resource Online support

Get the most out of your Resource Online account on this page. From accessing the platform to viewing your transactions to managing chargebacks, we have it all here for you.

What is Resource Online?

Resource Online (ROL) is a complimentary reporting platform providing you access to your real-time payment transactions from any web browser. Access a variety of features to manage your business, from reconciling your books to ensuring what funds have been settled and deposited into your account. Resource Online also provides you the ability to receive alerts for any chargebacks incurred and dispute them.

ROL features

See what you can access with Resource Online

Real-time transactions reports
Batch reports
Monthly statements
Funding and deposit reports
Chargeback and dispute management
User management

How do I log in to my Resource Online account?

Go to chase.ca
Click on Sign in at the top right of the page
Choose Resource Online
Enter your username and password and click LOG IN

How do I reset my password?

Go to chase.ca
Click on Sign in at the top right of the page
Choose Resource Online
Choose FORGOT PASSWORD, on the Sign in page
On the next screen, choose whether you want to receive the Authentication Code or One-time PIN by email or phone. Once chosen press Next
Enter your One-time PIN and click Next
If you have not received the One-time PIN, click on Send Again or Change method to receive it a different way
On the next screen, create your new password and click Save Password

Note: Your password will expire after 90 days of inactivity.

Resource Online FAQ

Explore frequently asked questions to learn how to get the most out of your Resource Online account.

Choose Recon Solution
Click on Statements then View Statements
If you have more than one location, click on the location you want and choose Select
Choose the month for the statement you would like to see
Click on the last day of that month highlighted in blue and the statement will open
If you wish to download the statement, simply click on the download button at the top right of the page next to the printer icon

Note: To find statements older than 18 months, you will need to go to Archived Statements.

Choose Virtual Transaction Manager
Click on Batch and Transaction Reports
Click on Batch Summary
Choose the desired location under Selected Hierarchy and click on Select
- If the company is displayed, simply click on it, then press Drill Down and the different locations under the company will appear
Choose the dates under Report Criteria and click on Generate Report
- To download the report as a file directly instead of viewing it, click on Download Results

Note:

To see your batch report by Card Type, tick the Itemize by Card Type box under Optional Criteria
If your batch has not been settled, you will need to choose Open under the Batch Type dropdown
Your batches will be separated by Terminal IDs. if you want to see a specific terminal only, write it in Term/OP ID box under Optional Criteria

Choose Virtual Transaction Manager
Click on Batch and Transaction Reports
Click on Transaction Search
Choose the desired location under Selected Hierarchy and click on Select
- If the company is displayed simply click on it, then press on Drill Down and the different locations under the company will appear
Choose the dates under Report Criteria and click on Generate Report
- If the transaction is processed on the same day and the batch has not been settled yet, you need to choose Open under the Batch Type dropdown
To download the report as a file directly instead of viewing it, click on Download Results
To look for a specific transaction, use the optional Criteria fields to filter by:
- Card Type: Choose a specific payment brand
- Trans Type: Choose whether it was a sale, return or any other type of transaction
- Cardholder #: Search by card number by inputting the last 4 digits of the customer’s card
- Auth Code: Search by authorization code given when a transaction is approved
- Trans Amt: Choose a minimum and maximum dollar amount
- Term/OP ID: Search under a specific POS Terminal number

Any reports you have generated in Resource Online can be downloaded or exported as an Excel file. Simply click on the Download icon or choose the Excel icon and the file will start downloading.

You can view the net amount sent to your merchant bank after fees have been deducted if they were applicable. The date displayed is the date Chase transferred the funds to your banking institution; you should verify with your bank when the money they received was posted to your designated settlement account.

Choose Recon Solution
Click on Settlement Review
Click on Settlement Summary Select
Choose the desired location under Selected Hierarchy and click on Select
- If the company is displayed, simply click on it then press on Drill Down and the different locations under the company will appear
Choose the dates under Report Criteria and click on Generate Report

Note: If you can see a settlement was processed by Chase Merchant Services but you are unable to find it in your deposit account, you can verify with your bank using the Funds Transfer ID.

All of the fees are broken down and can be viewed in your monthly merchant services statement. Additionally, there are several reports which allow you to view the fees you have incurred. All the reports can be found in the Settlement Review tab under Recon Solution.

Settlement Fees Summary displays the total fees assessed by Chase Paymentech by merchant location
Settlement Fees Detail displays fee data by category: discount/service charge, fees (auth fees, equipment charges, report usage and misc) and Interchange/Assessment by merchant
Summary of Fees displays fee data by individual fee type by merchant

Resource Online's optional Online Chargeback Management System allows you to eliminate paper as well as both view and respond to your chargebacks electronically. If you do not have this option, please call Merchant Services at 1-800-265-5158 to discuss adding the Online Chargeback Management System to your merchant account.

You can set up Instant Alerts to receive Chargeback Alerts directly by email:

Choose Instant Alert
Click on Setup
Click on Chargeback Setup
Complete all applicable fields and click on Save
Email addresses used a recipients for the alerts must be on file on your merchant services account
To receive alerts as soon as you receive a single chargeback dispute, set the CB Cnt to 1
There is no need to set any other thresholds if you simply wish to get an alert as soon as any chargeback is received

Chargeback Management/CBIS allows you to manage your chargebacks and retrieval requests electronically:

Choose Recon Solution
Click on Chargeback Review
Click on Chargeback Management/CBIS
Click on Chargeback Search Query
Enter the sequence number in Sequence Number and click Search
Remove the three preceding zeros on the sequence
Click the blue sequence number to open the chargeback
Choose from Available Actions dropdown
Accept Item: Acceptance of case removes it from work queue. Liability is placed on the merchant
Challenge Item: Allows you to upload supporting documents and add comments
Click Submit Case and Chase will review the uploaded documents
If no corrections are needed, the case will be submitted to the issuer
If corrections are needed, the case will be declined and the errors will have to be corrected

Chargebacks are split into different reports depending on the results of the dispute or whether it is still in arbitration. All of the reports can be found in the Chargeback Review tab under Recon Solution.

Dispositions shows chargebacks that were disputed and settled in favour of the cardholder, with a financial impact to the merchant
Reversals shows chargebacks that were originally settled as dispositions, but were disputed and settled in favour of the merchant
Denied Reversals shows chargebacks that were originally settled as dispositions, for which rebuttals were submitted but were proved to be insufficient to reverse the original chargebacks
Representments shows chargebacks that Chase Paymentech represented to the issuing bank on the merchant’s behalf. This data is informational only and has no financial impact
Pending Chargebacks shows chargebacks with a pending status that may occur during arbitration conditions

Admin users have the ability to add users and grant them access to your merchant reports within Resource Online. By default, a new user will have the same report access as the admin user, but the admin user can also create new users with a custom set of reports.

To add a new user:

Choose Admin at the top of the page from the home screen
You will see the User Summary page displayed, showing the current user accounts with access to your merchant information through Resource Online
Click Add New User on the User Summary page
On the Define User page, complete the fields for the new user
Click Next to create the username
The new user will receive emails containing the user name; a link to the Resource Online Login page and the password for access
After the additional user has been created, then the User Summary page displays with the new user listed. If changes are required, review the Edit User section for assistance

Note: If the error message User Already Exists appears, the username you chose is not available for use. You must choose a unique username that has not been used before.

Don’t see what you need?

Explore all of our support topics and discover the answers to your questions.

Get support

Resource Online support

What is Resource Online?

ROL features

How do I log in to my Resource Online account?

How do I reset my password?

Resource Online FAQ

How do I view my merchant services account statement?

How do I view my batch reports?

How do I view all of my transactions?

How do I download reports?

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