Coordinator FAQs

1. What are the roles of the primary and/or secondary coordinators?

The coordinators are representatives of the company from whom Scotiabank can take instructions. Coordinators also have the authority to issue/cancel cards, modify cardholder data and generate company statements.

When contacting the Scotiabank VISA Business Card Service Centre for support (888-823-9657), the coordinator will be required to provide our technical analysts the company Login ID and Password for verification purposes. The Login ID is a 10 digit number that was provided by Scotiabank to the coordinator(s) via email. The Password was provided to Scotiabank by your organization on the Coordinator designation form.

2. How do I request cards?

You can issue cards by logging on to CentreSuite. When logging on to the site, you will require your user ID and password, which was provided to you by Scotiabank. Your card(s) will be delivered to you within seven to ten business days after you submit your cardholder information.

3. How do I make changes to existing cardholder data?

You can make changes to existing cardholder data by logging on to CentreSuite (please refer to the CentreSuite - User Guide for Coordinators for more detailed instructions).

4. What is the difference between gold and silver cards?

Silver cardholders will have Waiver of Liability coverage up to $100,000. Gold cardholders will have the same coverage as silver cardholders, however they will also have extensive travel insurance and access to International Concierge Services.

5. Do cards have to be activated before use?

Yes, activation is required for security reasons. The cardholder will need to call the Scotiabank VISA Business Card Service Centre at (888) 823-9657 and simply follow the instructions from the menu provided. The card number and "significant date" will be required for card activation. The "significant date" was provided to Scotiabank during the initial card set up process.

6. How will I be receiving my monthly company statement?

The Scotiabank VISA Business Card is a web-based product, and no paper statements are generated. On the 18th of every month, you will be receiving an electronic statement in PDF format. You will only receive an e-statement if there was activity in the previous cycle. The sender of the email is "Scotiabank" (scotiabank@procard.com).

7. How does the credit limit and payment process work?

The Scotiabank VISA Business Card (SVBC) is a "Corporate Bill/Corporate Pay" program. Each client has been approved by Scotiabank for an overall corporate credit limit. When the company coordinator is issuing plastics for individual cardholders, the cumulative credit limit for all the individual cardholders can be greater than the approved company corporate credit limit (ex. company corporate limit is $100,000, and 15 cards have been issued with individual limits of $10,000=$150,000). When a cardholder makes a purchase from a merchant, the system will validate against the cardholder's individual credit limit to ensure there are sufficient funds available to make the purchase. If funds are available at the individual cardholder level, the system will then validate against the company's corporate credit limit to ensure it has sufficient funds to allow for the purchase to go through. Only if both tests pass will the purchase be authorized. If either one of these tests fails, the purchase will be declined. In essence, all cardholders are accessing the same pool of company corporate funds within their own individual credit limit.

The billing cycle is from the 16th of the previous month to the 15th of the current month. At the end of the billing cycle (ie on the 16th of each month), all cardholder balances are reset to zero, and their individual transactions will roll-up to the company's corporate account so that they can spend up to their individual credit limit again. The company's corporate balance is due 21 days after the end of the billing cycle (around the 5th of each month), and payment is processed by direct debiting the company's business account and crediting the SVBC company account.

If an individual cardholder reaches his/her assigned limit prior to the end of the billing cycle, the company coordinator must increase the cardholder's credit limit in order to access additional company corporate funds. Payments made against a cardholder's account will not affect the cardholder's available credit as the SVBC program is corporate bill, and the payment will be applied against the company's corporate account. Any manual payments made will only increase the company's corporate available credit, but will not have an impact on the cardholder's outstanding balance.

In instances where the company is reaching its maximum corporate credit limit, manual payments can be made in advance of the direct debit. Any manual payments made will reduce the amount owing on the company's corporate account, and will reduce the direct debit amount to be taken. It takes 2-3 business days to process manual payments made at a branch and for the payment to post on the company's corporate account.

8. Why is there a discrepancy between the balance due appearing on the monthly statement and the amount debited from my business account?

The following 3 circumstances would result in a discrepancy:

• When a manual payment is made against a cardholder's account or the company account after the cycle end date (15th of each month), but prior to the payment due date (21 days after the 15th of the month), the manual payment amount will reduce the balance due that appears on the e-statement.
  
  
• If a transaction is disputed by a cardholder between the cycle end date and the payment due date, the disputed amount is credited to the company account until settlement. This will result in a lesser amount being debited from what appears on the e-statement.
  
  
• If a dispute is settled after the cycle end date, but prior to the payment due date, and the settlement is in favor of the merchant, the disputed transaction amount will be added to the balance due amount appearing on the e-statement.

9. What process should be followed when a card is lost or stolen?

The cardholder must contact the Scotiabank VISA Business Card Service Centre at (888) 823-9657 and simply follow the instructions from the menu provided. A new card will be issued, the old card will be blocked and balances will be transferred to the new card. If the cardholder has cash advance access, he/she will be required to set up a new PIN. The cardholder will be required to reconcile both the old and new card the following business cycle. The cardholder will need to ensure that any merchant set up for pre-authorized payment (cable, phone, periodicals, etc.) is notified of the new card number.

10. What does a cardholder do if he/she wants to dispute a transaction on his/her statement?

The cardholder should first contact the merchant directly to settle the dispute. If the merchant is not known to the cardholder or the dispute is not settled, the cardholder will need to call the Scotiabank VISA Business Card Service Centre at (888) 823-9657 to initiate the dispute investigation process. The disputed amount will be credited to the corporate account until settlement (normally within 60 days).

11. What card fees are charged?

The annual card fee is based on the type of card (gold or silver) and the currency (CAD or USD) you select based on your cardholder requirements. You can have a combination of gold and silver cards:

12. How are cards enabled for cash advance?

During the initial card set up process, the coordinator would have indicated if cash advance was allowed for each cardholder. If the coordinator wishes to add cash advance capabilities for a cardholder after initial card set up, he/she can do so by logging on to CentreSuite(please refer to the CentreSuite - User Guide for Coordinators for more detailed instructions).

Each cardholder is responsible for the set up of their own unique PIN. Each cardholder will need to call the Scotiabank VISA Business Card Service Centre at (888) 823-9657 and simply follow the instructions from the menu provided. The card number and "significant date" will be required to set up a PIN. The "significant date" was provided to Scotiabank during the initial card set up process.

13. How do I find out the current balance of my cards?

Call the Scotiabank VISA Business Card Service Centre at (888) 823-9657 and simply follow the instructions from the menu provided.

14. What happens when a transaction is disputed?

• If a transaction is disputed by a cardholder between the cycle end date (15th of each month) and the payment due date (21 days after the 15th of each month), the disputed amount is credited to the company account until settlement. This will result in a lesser amount being debited from what appears on the e-statement.
  
  
• If a dispute is settled after the cycle end date (15th of each month), but prior to the payment due date (21 days after the 15th of each month), and the settlement is in favor of the merchant, the disputed transaction amount will be added to the balance due amount appearing on the e-statement.

15. Can we make a manual payment?

Yes. It takes 2-3 business days to process manual payments made at a branch or through ScotiaConnect and for the payment to post on the company's corporate account.

When a manual payment is made against a cardholder's account or the company account after the cycle end date (15th of each month), but prior to the payment due date (21 days after the 15th of each month), the manual payment amount will reduce the balance due that appears on the e-statement.

If an individual cardholder reaches his/her assigned limit prior to the end of the billing cycle, the company coordinator must increase the cardholder's credit limit in order to access additional company corporate funds. Payments made against a cardholder's account will not affect the cardholder's available credit as the SVBC program is corporate bill, and the payment will be applied against the company's corporate account. Any manual payments made will only increase the company's corporate available credit, but will not have an impact on the cardholder's outstanding balance.

In instances where the company is reaching its maximum corporate credit limit, manual payments can be made in advance of the direct debit. Any manual payments made will reduce the amount owing on the company's corporate account, and will reduce the direct debit amount to be taken.

16. How is the cash back reward calculated?

(only offered in the CAD card program)

The cash back reward is only offered in the CAD card program. The company can receive up to 1% cash back annually per card, based on the 3 progressive spending tiers outlined below. The cash is deposited directly into the customer's Business Account once per year in October.

Please note that starting as of September 1, 2016, you must have a Corporate Business account with us at the time any Cash Back earned will be credited; otherwise your Cash Back will be cancelled.