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Fairstone Sales Solutions Centre
December 09, 2018
RegistrationFAQLogin
FAQ
Registration Language Preference Site Support
Login PIN Authorization Customer Questions
User Login Application Processing Printing
Administrator Login Account Maintenance
Addendum Entitlement Review
Login
Q.   Where do I Login?
A. Go to http://www.FairstoneSolutions.ca Click the "Login" link.
Q.  Who do I contact for Login ID and password questions?
A. Please contact your site administrator for all user name and password questions.
Q.  Who will have access to the site?
A. Each user will have his/her own username and password for each store where the user may access the site. Your site administrator assigns permissions.
Q. From where can I access the site?
A. To access the site, you must login from a certified PC. To verify if a PC is certified please log into the web site. If the PC is not registered then you will be requested to enter a PIN number.
Q.  What are the guidelines for usernames and passwords?
A. A strong password will be required. The password must be at least 6 characters and combine alpha and numeric characters.
 The password cannot be the same as the user name.
 The password cannot be reused within a 12-month period, or over 6 password resets, whichever occurs first.
 The user will be allowed 6 failed login attempts prior to their login ID being locked.
  If a user has not logged on for a period of 30 days, their password will expire due to inactivity. The appropriate administrator must be contacted to reset the password.
  If the user has not logged on for a period of 90 days, the user access is revoked and the user must contact the  appropriate administrator.
Q. How long is my password good for?
A. Each password will work for [60] days. You will be required to change your password on the [60] day.You will be allowed to change your password prior to expiration, if desired.
Q. If I work at multiple stores, can I access the Fairstone Sales Solutions Centre at each store?
A. Your site administrator must grant you access to each store. Please contact your site administrator to change your access.
Q.  What user types are there?
A. There are three user types. Those user types are 1) the Super User, 2) the Administrator and 3) Users.Super Users are the Principal/Owner of the company and have access rights to reporting and they can grant access to Administrators. Administrators have access to reporting, can process transactions, and can grant access to additional users.Users can process transactions and access reporting.
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User Login
Q. How will I receive my initial password to login once I am set up?
A. You will receive an email notification or you will be contacted by a site administrator.
Q. If I forgot or need to change my password what should I do?
A. You will need to contact the principal of your company if you forgot your password. To reset your password please click "Account Services" from the navigation to bring up the Account Services page. Then click "Change Your Password". You will be prompted to enter your old password once and your new password twice.
Q. I tried to log in and it says that I am locked out. What should I do?
A. Please contact the Principal/Owner of your company. For security reasons, the site will automatically lock a user out after [6] failed login attempts.
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Administrator Login
Q. How will I receive my initial password to login once I am set up?
A. You will receive an email notification or you will receive a phone call from a principal of your company.
Q. If I forgot or need to change my password what should I do?
A. You will need to contact the principal of your company if you forgot your password. To reset your password please click "Account Services" from the navigation to bring up the Account Services page. Then click "Change Your Password". You will be prompted to enter your old password once and your new password twice.
Q. I tried to log in and it says that I am locked out. What should I do?
A. Please contact the Principal/Owner of your company. For security reasons, the site will automatically lock a user out after [6] failed login attempts.
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Application Processing
Q. If a customer wishes to apply for credit, is it necessary to have them complete a paper application?
A. Yes. The customer is always required to complete a paper applicationbefore you enter any customer information into the site.The customer must be provided with the cardholder agreement and privacy notice.
Q.  When is the customer required to provide identification?
A. The customer is always required to provide identification. The ID needs to be provided prior to entering an application orprocessing any transactions.The customer must provide at least two forms of identification. One piece of identification MUST be a Photo ID and it must be government issued. The Photo ID must provide proof of current address. If the Photo ID does not confirm the customer's current address, a 3rd piece of identification must be provided for verification of current address. Acceptable Photo Identifications are : Valid Driver's License with photo, Valid Passport BYID (LCBO) card/Age of Majority card/Provincial Identification Card, Native Status Card, Canadian Citizenship Card, Military employee cardmust provide proof of current address.
Q. How will I know if the application is approved?
A. After submitting the application, it should take approximately 30 seconds to receive an answer of approval, denial or pending. If you have not received a decision please go to your Application Pending Queue page to check the status of theapplication. You can also look for the application in the Results Queue. If the application is not available in either queue,please contact 1-800-722-5465.
Q. How soon can a customer use his/her new account?
A. A customer can use his/her account for purchases immediately upon receiving an approval from Fairstone Sales Solutions
Q. How long will the application information be available in the "Results Queue"?
A. The application information will be available in the "Results Queue" for a period of seven calendar days. Once an item reaches the eighth day it will be removed from the queue.
Q. I submitted an application that is "Pending". What do I do?
A. If an application is submitted after regular business hours or requires additional review, it may show "Pending". However, if the application was submitted during normal business hours, please wait 15 minutes. "Pending" applications will be loaded into your Application Pending Queue.To receive an update on an application that has a "Pending" status, select the "Pending" application and click the [Get Status] button. Items are automatically moved from the Application Pending Queue to the Results Queue. If the application is not available in either queue then please contact 1-800-722-5465.
Q.   Who do I contact if I have been instructed to provide additional information regarding a pending application?
A. Obtain the additional information needed to process the application then please contact the Credit Department at 1-888-922-2594.
Q.  What happens if the application is declined?
A. The application will move into the Results Queue and show a status of "Declined". The customer will receive writtennotification from Fairstone Sales Solutions.
Q.  What if my customer may already have an account with Fairstone Sales Solutions?
A. Please go to the Account Lookup page and perform a customer account search.
Q.  What should I do if I submitted an application, but the page timed out before the decision came back?
A. Please go to the Application Pending Queue or the Application Results Queue to verify the status of the merchant. If it is notin either queue, then please contact 1-800-722-5465
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Site Support
Q. Are there any hardware/software requirements?
A. You must have a computer equipped with at least a version of Internet Explorer 5.x+ (with the exception of IE 5.0 unpatched), Netscape 7.x+, or AOL 7.0+, and a printer available for each of your PCs.
Q.  What happens if I experience any technical difficulties while on the site?
A.  Please call 1-800-722-5465. Please do not contact the Credit Department for technical problems.
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Customer Questions
Q.  Where do I instruct the customer to send his/her payments?
A. Fairstone Sales Solutions
 P.O. Box 460 Station D
 Scarborough
 Ontario M1R 5S2
 Please have customer include the account number on his/her cheque.
 
 
 
 
 
 
Q.  What should the customer do if his/her card has been lost or stolen?
A. If the customer’s card has been lost or stolen, please have the customer contact our Customer Service Departmentimmediately at 1-888-638-2274 to deactivate the card.
Q.  When will the customer receive his/her card in the mail?
A. If you are a participant in the private label credit card program, the customer will typically receive his/her card in 10 to 14 business days.
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Registration
Q. Can I register for the site? Am I a qualified merchant?
A. If you are currently an active Fairstone Sales Solutions Private Label merchant, then you are eligible to attempt registration. The Fairstone Sales Solutions Centre requires that a Principal/Owner register to use the site.
Q. How do I register for the site?
A. Please go to the login page and click on the "Register" button. You will be prompted to complete our online registration form.
Q.  What is required for registration?
A. Complete the registration form, electronically sign the Internet Processing and Dealer Agreement Addendum, approve theElectronic Enrollment Form and respond accurately during our verification process. The Fairstone Sales Solutions Centre requires that a Principal/Owner register to use the site.
Q. How long does the registration process take?
A. The registration process normally takes 24 hours (one business day) for your registration to be completed.
Q. How will I receive copies of the registration documents?
A. During your registration process please print copies of your registration documents. However, after your registration iscomplete, you will also receive an email containing links to your registration documents.
Q. If I am having trouble with my registration process or have any questions about registration, who do I call?
A. Please call 1-800-722-5465 for any questions on registration.
Q.   What does the Fairstone Sales Solutions Centre offer me?
A. Currently, the Fairstone Sales Solutions Centre offers you the ability to process customer applications, perform a customer look-up, and print your customer applications over the Internet.
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Internet Processing and Dealer Agreement Addendum
Q.   What is the Internet Processing and Dealer Agreement Addendum and why is it required?
A. The Internet Processing and Dealer Agreement Addendum amends the merchant’s current dealer agreement and indicates merchant’s agreement to comply with Fairstone Sales Solutions’ requirements.
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Printing
Q.   What are the guidelines for printing information off of the site?
A. Do not print confidential information from the site. The site will contain a print button where printing is appropriate.
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Entitlement Review
Q.  What is an Entitlement Review?
A. An entitlement review allows the merchant to review and approve all user access twice a year.The Principal/Owner will receive a 30-day reminder recommending that they perform an entitlement review. The review is not mandatory, however it is highly recommended.A monthly entitlement review report will be available to a Principal {same] and administrators.
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Language Preference
Q. How do I change my language preference?
A. Your site administrator chooses the initial language preference, however, you can change this at anytime. To change yourlanguage preference select the language indicator located in the header of your webpage. The site will remember yourpreference the next time you log in.
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Account Maintenance
Q.  What if an employee no longer needs access to the Fairstone Sales Solutions Centre?
A. A Principal/Owner has the ability to disable or enable account access for an administrator. If an administrator is no longer employed at your company or no longer needs access to the Fairstone Sales Solutions Centre, please disable the administratoraccount as soon as possible.Administrators have the ability to disable or enable account access for a user. If a user is no longer employed at yourcompany or no longer needs access to the Fairstone Sales Solutions Centre, please disable the user account as soon aspossible.
Q. How can I cancel my enrollment with the Fairstone Sales Solutions Centre?
A. Only a Principal/Owner has the ability to cancel a store’s Fairstone Sales Solutions Centre enrollment. Please have the Principal/Owner call 1-800-722-5465.
Q.  What if the store information in my profile is incorrect?
A. Please call 1-800-722-5465 to notify Fairstone Sales Solutions of an incorrect address or phone number listed on your store profile.
Q.  What if a store closes that is enrolled with the Fairstone Sales Solutions Centre?
A. Please have a Principal/Owner call 1-800-722-5465 to cancel the store’s Fairstone Sales Solutions Centre enrollment.
Q.  What if a store requires access to the Fairstone Sales Solutions Centre?
A. Please have a Principal/Owner call 1-800-722-5465 to enroll the new store.
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PIN Authorization
Q. I received an email containing PINs, what is the next step in enabling the PINs?
A. Each computer that will require access to the Fairstone Sales Solutions Centre needs to be authorized. To authorize each computer for use of the Fairstone Sales Solutions Centre: Log in to the Fairstone Sales Solutions Centre. Enter the PIN that youreceived by email from Fairstone Sales Solutions and then choose the store in which the PC is located. You will berequired to repeat this process for each PC that will be authorized for use of the Fairstone Sales Solutions Centre. Only one PINper PC is required.
Q.  What if I need additional PINs?
A. Only a Principal/Owner has the ability to request additional PINs. Please remember that if there are any outstanding PINs,not used, then those PINs will be deactivated by Fairstone Sales Solutions prior to providing additional PINs.Please have a Principal/Owner call 1-800-722-5465.
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