FreedomPay Credit Card Processing: Payment Failures, Refunds, and Who to Contact

About FreedomPay

FreedomPay is the Statler Hotel secure credit card processing system. It handles all guest card transactions using point-to-point encryption (P2PE) for PCI compliance. You may hear it called "Credit Card Processing," "CC Processing," "the Payment Terminal," or "FreedomPay." There are no individual user accounts.

Please do not open, reset, or reconfigure the payment device. Card data is protected by PCI security standards.

Who to contact

  • Payment problems, refunds, and transaction disputes: the Finance Product Champion. Finance owns FreedomPay support. IT cannot reverse or refund a charge.
  • Problems with the payment device itself: log a ticket with the IT help desk first (see "Still need help?" below).

Steps

  1. If a card payment is failing, first check whether the POS terminal is otherwise working. If the whole terminal is down, not just card payments, log a ticket with the IT help desk about the POS terminal.
  2. If the terminal is working and payments still fail, contact the Finance Product Champion for payment or processing problems.
  3. If the payment device itself looks faulty, log a ticket with the IT help desk.
  4. If the situation is critical or urgent, contact the Hotel System Manager directly after you have submitted the ticket.
  5. For a refund or transaction dispute, go straight to the Finance Product Champion.

Common questions

  • The whole POS terminal is down, not just card payments. This is a POS terminal problem. Log a ticket with the IT help desk.
  • Can I contact Arrow Payments or Cornell Treasury myself? No. Only Finance or the Hotel System Manager contacts them. Arrow Payments is Cornell's partner for credit card activity.

Still need help?

Always log a ticket with the IT help desk first (itrequests@business.cornell.edu). If the situation is critical or urgent, you can then contact the Hotel System Manager directly, after you have submitted the ticket. Your manager or department director knows how to reach the Hotel System Manager and is empowered to do so based on their judgment.

Still need help? Contact the Cornell SC Johnson College of Business Helpdesk at itrequests@business.cornell.edu.

[edited via Jane by wbo7 on 2026-10-27 15:32 UTC]

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