Merchant Information Interface Guide. version 1.1

Transcription

1 Merchant Information Interface Guide version 1.1 1

2 About This Guide Dear Merchant, Thank you for choosing AltaPay as your payment management company. You have been granted an access to the AltaPay Merchant Interface (MII) which gives you access to your payment processing account, bringing together all the information you need to effectively manage the payment activities of your company. You are looking at the Merchant Information Interface Guide which will help you utilise the AltaPay system the best way possible. Here you will find information about user access, shops and terminals as well as instructions on how to manage your transactions, utilising reconciliation data efficiently, handle chargebacks, understand error messages, etc. We hope that this guide will be a helpful tool. You are always welcome to contact us if you need an advice or assistance. Sincerely, Your AltaPay team 2

3 Table of Contents About This Guide...2 I. Log in, level of Access, Users Logging In User Categories User Account Creation Password Reset...8 II. Gateway, Shop, Terminal Defining Gateway, Shop and Terminal Dashboard Terminal Settings...12 III. Managing Your Sales Conversion Tool Transactions Tool Understanding Transactions Search Function MO / TO Refund Files Fraud Management Tools...23 IV. Reporting Tools Transactions Report Custom Transactions Reports Funding Files Chargebacks...27 V. Contacting AltaPay General Contacts Working Hours Support 24 Hours...29 VI. Addendum...30 List of Error Messages VISA...30 PayPal...31 AVS Response...31 Pbs Errors...32 Capture/refunds Error Codes...33 Master Card

4 I. Log in, Level of Access, Users Your payments are processed via the AltaPay gateway, which you can manage via the AltaPay Merchant Information Interface (MII). Only designated users can access this system. This chapter provides information about levels of user access, explains how to log in, change passwords, set up and manage users. 1.1 Logging In Your gateway URL is: In the most cases, username is your address. If you want to receive a new password or when you are logging in for the first time, press Forgot your password? and a new password will be sent to your address. I. Log in, Level of Access, Users 4

5 1.2 User Categories To set up an access to the MII, the AltaPay Support team needs a list of designated users. Usually the list of users is sent to the AltaPay Boarding team before the shop goes live. This is a task of your e-commerce manager or other contact, responsible for implementing the project from your side. When setting up users for the first time AltaPay Boarding needs the following information: Full name of the user address We divide users into 7 categories: 1. Users who can release and capture transactions and do refunds. 2. Users who can see all transactions but who cannot do captures or the like (e.g. bookkeepers). 3. Users who should receive notifications about chargebacks. 4. Users who should receive notifications about disruption of services. 5. Users who should receive invoices from AltaPay. 6. Users who should be able to set up and change user accounts. 7. API user (not a personal address). Note that a user can only have one category of 1, 2. The API user can not be used for backend access I. Log in, Level of Access, Users 5

6 NOTE: User access categories The API user is the user that the webshop The API user is the user that the webshop uses to communicate with AltaPay s system. The API address can not be anyone s personal address, but rather an alias that can point to a certain employee if needed. The API address coud be altapayapi@[companyname].com. When changing the API user password take into consideration that you will also need to update your integration shop credentials, since changing the password will in effect disconnect the webshop from the gateway, resulting in payments not being processed, Please contact AltaPay Support team if you have any questions regarding the user accesses: support@altapay.com I. Log in, Level of Access, Users 6

7 1.3 User Account Creation You can set up additional users in the system if your user has the necessary permissions. Alternatively, contact AltaPay Support at To set up new users yourself, do the following: 1. Go to HOME -> Users 2. Click Create new user (under Active users). USER PERMISSIONS: Merchant: Needs to be activated in all cases merchant - api: Enable API access merchant - bookkeeping: Enable access to bookkeeping report merchant - moto: Enable a MO/TO terminal available in the MII merchant - over-refund: Enable the option refund more than the original capture for payment methods supporting this. merchant - owner: Enable this to give the user access to all reports, besides the bookkeeping report, and have the option to capture/refund transactions and edit terminal settings merchant - paymentserviceprovider: Enable a special API access needed if you collect credit card details directly from the end customer. Note that you need to be PCI certified for this option. merchant - readonly: Enable this to give the user access to all reports, besides the bookkeeping report merchant - reports: Not applicable merchant - user modification: Enable this to give the user access to create new users or edit existing. The user can only grant permissions already enabled for that user merchant - user modification (all permissions): Enabling this in conjunction with the merchant - user modification, gives the option to grant permissions that the current user currently doesn t possess. PAIN file - refunds for Sofort and ideal (if applicable) Chargebacks - user will receive notifications whena chargeback occurs on supported payment methods. Shops: Choose the shop that user should have access to. I. Log in, Level of Access, Users 7

8 1.4 Password Reset 1. To change a password, go to HOME -> USER SETTINGS 2. There you need to enter your existing password and the new password. NOTE: Please do not change the address assigned. The login will still be connected to the old address, as this is set up from the AltaPay backend. If you need to change the address of the user, please contact AltaPay Support (support@altapay.com) or the person with user modification permissions. TIP: Please do not change the address assigned. The login will still be connected to the old address, as this is set up from the AltaPay backend. If you need to change the address of the user, please contact AltaPay Support (support@altapay.com) or the person with user modification permissions. I. Log in, Level of Access, Users 8

9 II. Gateway, Shop, Terminal This chapter will help you understand the difference between gateways, shops and terminals. You will also find information about terminal settings and the dashboard functionality. 2.1 Defining Gateway, Shop and Terminal Payment gateway is a merchant environment provided by a payment service provider that authorises credit cards or direct payments processing for e-commerce and POS business. Shops. The shop is an logic unit in the MII, there can be more than one shop if it makes sense for the merchant to group some transaction together. If they as example own two distinct business. AltaPay payment gateway is a processing platform that facilitates a payment transaction by the transfer of information between a payment portal (such as a webshop) and the front end processor or acquiring bank. By gaining an access to AltaPay Merchant Interface (MII), merchants can view and control their transactions and funding data (operating through) their payment gateway. The shops is in the top of the hierarchy, under which terminals and users belong. A user has access to all terminals under a shop and can see all transaction under that shop. Please note that users can have access to multiple shops. II. Gateway, Shop, Terminal 9

10 Terminals. Terminals control the payment method, currency and agreement in use. Normally, different terminals are created for different URLs, currencies (exception: multicurrency terminals) and payment methods (e.g.. Credit Cards, PayPal, Sofort, Klarna, etc). NOTE: There are some restrictions: once a terminal has been setup, it can t be moved to another shop. As an example for a shop operating in Denmark, Germany and the Netherlands utilising credit cards and Paypal. They might have the following terminals: Shopname CC DKK Shopname CC EUR Shopname Paypal DKK Shopname Paypal EUR Distinguishing between shops & terminals: Go to HOME -> TERMINAL SETTINGS AltaPay Sales Demo is a name of a shop MerchantName CC EUR is a name of a terminal MerchantName MobilePay DKK is a name of a terminal II. Gateway, Shop, Terminal 10

11 2.2 Dashboard The AltaPay Merchant Information Interface offers control, accuracy and greater productivity through a unified process of data matching and reconciliation. The dashboard represents summarised information at your fingertips. More detailed information can be generated using relevant reports. These are in most cases also accessible via the API. NOTE: As payments can be processed in different currencies, the data from the charts is converted in EUR. The exchange rates use may differ from any exchange rates used in converting the funds. TIP: The Dashboard provides an overview of payment activities of your company s gateway for the last 7 days and for the past 6 months. II. Gateway, Shop, Terminal 11

12 2.3 Terminal Settings The terminal controls the payment method, currency and agreement in use. It is set up by the AltaPay Customer Care team. You are however able to make some changes yourself. You can also check if 3D Secure enabled or disabled. TIP: Make sure that the Customer Support and phone number are added. This is not a requirement, but in case of a technical problem in the communication with your website, this information will be displayed to your customers alongside the order and payment id s. Also ensure to set the reporting . This is used in case any communication problem arises between the gateway and the webshop. In such cases a mail will be send to defined address, detailing the error. Note that only one address can be set. Let your technical people handle the rest of the settings. There should not really be a reason for your to change anything except reporting , customer and the customer service phone if you want that setup also. II. Gateway, Shop, Terminal 12

13 III. Managing Your Sales This chapter introduces tools that are used for creating an overview of all transactions going through your gateway as well as a real-time order management, reporting on transaction data and conversion rates. 3.1 Conversion Tool The Conversion tool reports on the proportion of the transaction attempts that have been converted into successful transactions. In other words, here you can search for all transactions, even the ones that didn t go through or were not completed. III. Managing Your Sales 13

14 3.2 Transactions Tool The transactions tool allows you to filter any transactions that are categorised as completed: all reserved (pre authed), captured, refunded and credited transactions. NOTE: The tool can also be used for reports. There is a limit of downloadable transactions. See more under Reporting tools Conversion Graph The conversion graph shows live, automatically updated data and data for the last two days. Here you can see the overall conversion: success, declines, error, conversion percent. You can also see the top decline reasons and scheme split. III. Managing Your Sales 14

15 3.3 Understanding Transactions When a transaction is selected all related order details are shown. Transactions are broken down into parts, with each instance carrying a time & date stamp. This can be used for conversion analysis and A/B testing. Shortcuts are available to view previous transactions made by the same card number or IP address. Customer, product or related information passed to AltaPay can be shown. a. Status of transaction TIP: If you press ctrl + left mouse button click - the transaction will be opened in a new tab. This can be an effective way to check several transactions in multiple tabs, if investigating a customer issue. III. Managing Your Sales 15

16 Each transaction has a status: Wallet Initialized (PayPal) - the customer has been redirected to PayPal to finalize the payment and has yet to return. Captured - amount is captured (purchase is completed) and money has been withdrawn from the customer s bank account. Refunded - Money are refunded to the customer. Depending on the payment method this operation may not be instant and can take a few days from the moment the refund is done until received by the customer. The delay is solely controlled by the payment method provider or card issuer. Released - Pre auth is released and reservation is cancelled, removed. Pre auth: amount is reserved on the customer s card, bank account or relevant wallet. The lifetime of a pre auth is solely controlled by the payment method or card issuer. <Something>_Error - Technically something went wrong. This can either be an actual error or, as seen in most cases, the customer entering invalid payment details. Please see the list of error messages in the Addendum. b. Transactions page If you click on a transaction, you will get to the transaction s page. Example of a preauth credit card transaction III. Managing Your Sales 16

17 The details on the left side contains the following information: Payment ID Shop name Order ID Payment source Created date Terminal Name If you click on Go to payment request details page, you will see further details of the payment request. You can Capture/release payments (including partial captures). As a general rule, you should only use the AltaPay gateway to capture, release and refund a customer if you do not have a backend that is integrated to AltaPay, or an issue in the backend hinders the execution of the relevant action. Under the Action buttons, you can can find information regarding the customer. The level of customer details depends on the payment method in use and what details has been passed on from the webshop. We advise passing on as much details to the gateway as possible since this aids your customer service team, giving them the option to search on e.g. and name, and being able to verify the order. III. Managing Your Sales 17

18 Credit Card Here you can see the Card number (first 5 and last 4 number, e.g **********1234) Card status: valid/invalid (Soon to expired) Card type (VISA, MASTERCARD, AMEX, etc) If you press Bin Lookup, you will be able to check the card type (credit/debit/corporate) and where the card originates from. Auth data CVC status (note in many cases the issuer doesn t inform about the status of the CVV) 3D Secure - if applicable. Lists both the outcome and if the liability shift is in place. Auth code. This is a 6 digit code provided by the issuer. Can be useful if more than more transaction has been placed on a given day. Customer Details & Extra Information Customer and extra info contains IP address, username, address, customer phone, shipping address and other details. Log Records On the righthand side, you can see the transaction log with the messages that explains what happened to the transaction. For captures, refunds and releases the user executing the action is registered. III. Managing Your Sales 18

19 3.4 Search Function The Search tool displays transactions in real-time. You can build up a query to search for order IDs, statuses, payment types, currencies, values, date ranges and much more. Bookmark frequent searches to your browser for easy access. Selecting any transaction shows additional information. Be aware that the Search only includes transactions where the customer either submitted payment details or were redirected to a third party. There are several ways to conduct a search. The aim of the Search tool is to easily find specific orders and attend order management needs. Please contact AltaPay Support (support@altapay.com) if you cannot find what you re looking for in the Conversion, Transactions or Search options In this tool you can search for a credit card (all payments made by the same credit card will be displayed), terminal name, order ID, etc. You can use OPERATIONS -> SEARCH tool or the search window in the upper right corner of your page. There you can search by order ID, terminal name, shop name,etc. Using the former option gives you visual tools to help constructing a query. TIP: If there is only one result, you will be taken directly to the transaction view. Press back to get to the list view. If there are more than one result you will be taken to the list view as illustrated below. III. Managing Your Sales 19

20 EXAMPLE If you want, to view all captured VISA transactions, you can enter the following: +captured +VISA If you are searching for all EUR transactions with a value of 55 EUR, enter the following: EUR TIP: The list view shows the orders sorted by relevance and only the first 100 results. If the expected result is not included in the first 100 results, add further criterias to the filter, e.g. a date range. III. Managing Your Sales 20

21 3.5 MO / TO The MO/TO Terminal is available for users with the merchant - moto permission enabled. The main difference between an e-commerce and MO/TO order, is that with e-commerce it s the card holder who keys in the card details, whereas with MO/TO the customers has passed the card details e.g. over the phone, and is keyed in by the merchant directly. Note that with some acquirers you may need an addition to your agreement before you can process MO/TO payments. Please contact the AltaPay boarding team for more information: projects@altapay.com You re advised to use different order id s for individual orders, so it s easy to distinguish between these. Also note that the order id can only contain letters a-z and numbers. III. Managing Your Sales 21

22 3.6 Refund Files ideal and Sofort refund process Fully automated refunds for Sofort are possible only if you use Deutsche Handelsbank. If you use one of other German bank accounts, you refunds are semiautomated, where you need to follow below procedure All refunds for ideal are semi-automated. NOTE it doesn t matter if you have processed 1 or 100 refunds. The PAIN file will contain information about all refunds processed the previous day. How to initiate an ideal or Sofort refund If you press refund for ideal or Sofort transactions, altapay will NOT issue a return or refund transaction to ideal. Instead a file will be generated overnight, referred to as a PAIN file. This file will appear under Operations -> Refund files. PAIN files contain instructions on how and where to send the refunds. In order to process the refund you need to download the refund file and upload it to your online bank, e.g. Rabobank. It is VERY important that each file is only upload once to your bank to avoid the risk of duplicate refunds TIP: Make sure relevant users receive an notification when a PAIN file is generated. This can be configured in the user settings. III. Managing Your Sales 22

23 3.7 Fraud Management Tools AltaPay utilise external fraud services for fraud screening. If you as an merchant experience problems with fraud or would like to know more about what these fraud services can do to help mitigating fraud, reach out to us at III. Managing Your Sales 23

24 IV. Reporting Tools This chapter represents tools available for creating detailed reports that are available from the AltaPay Merchant Information Interface (MII). These provide a high degree of detailed insight into sales turnover, settlements from payment providers etc.. Most reports are available either as a downloadable CSV file or accessible via the API. 4.1 Transactions Report The transactions report allows you to filter any transactions that are categorised as completed: all reserved, pre-authed and captured transactions. NOTE: The report can also be downloaded in a CSV format. There is a limit of downloaded transactions. IV. Reporting Tools 24

25 4.2 Custom Transactions Reports Various custom reports are available in the backend. This covers among others consolidated volume overviews, unfunded transactions, uncaptured transactions etc. Some reports may be customised and added to the list. Contact your e-commerce manager or AltaPay Support altapay.com) to learn more. When choosing one of the reports, you will have the option to choose the time range. You can then click update for displaying on the screen or/and Download to download a CSV file. 4.3 Funding Files To ensure that information in the AltaPay Merchant Interface system is consistent with the payment providers records, AltaPay do a comparison with the information from the payment provider and what have been processed through the gateway. If the data is correct, a funding file is created and available to download. These files are meant for reconciliation purposes Within the reconciliation data provided by AltaPay, all transactions shown on postsettlement reports are mapped with the corresponding transaction data from the gateway. This allows the transaction data to be paired with all associated cost and settlement information - a huge advantage and driver of efficiency and reduction in operational overheads. IV. Reporting Tools 25

26 Image below shows a list of funding files. Funding files correspond to the shop(s) set up by you to separate/group transactions. Note a shop can have multiple funding files and a funding file can relate to multiple shops. The files are generated according to your funding cycle, and will be available the day after the funds has been settled. Files can be viewed via AltaPay s Merchant Information Interface, downloaded as a CSV file or automatically fetched via the API. Individual funding files View transactions settled by time/date, acquirer, payment method, currency and much more. Calculations are made on a net settlement basis (it will match what s sent to your bank account). All costs relating to payment processing, currency conversion and taxation are reconciled across payment methods. IV. Reporting Tools 26

27 NOTE: Funding files are not supported for all payment providers. 4.4 Chargebacks A chargeback is a return of funds to a customer (if successful). This is used as a form of customer protection provided by the issuing banks. Through chargebacks cardholders can file a complaint regarding transactions on their bank statement. This can e.g. be due to fraud, goods not received, refund not received etc. Once the cardholder files a chargeback the issuing bank makes an investigation into the complaint and decides whether the funds should be returned to a customer. Chargebacks review shows all chargebacks received. If you have questions regarding the chargebacks, contact AltaPay Boarding team at projects@altapay.com. IV. Reporting Tools 27

28 V. Contacting AltaPay 5.1 General Contacts AltaPay DK office AltaPay UK office +44 (0) Boarding option: Boarding Support option: Support Sales option: Sales V. Contacting AltaPay 28

29 Please contact Sales: Please contact Support: If you would like to add new payment methods, countries, currencies, etc. Referrals Contracts, Terms & Conditions, pricing Termination of the contract Other inquiries of commercial nature Please contact Boarding: When you need to add new payment methods, start merchant applications When there are changes connected to company registration number, owner s, bank accounts, etc. Other inquiries related to boarding/ account management Issues and questions around transactions, either technical or acquirer declines. Questions and help around the use of the product. Issues and questions around reports and reconciliation. Issues and questions around the technical integration to the platform. Setting up/changing users Other inquiries of technical nature 5.2 Working Hours AltaPay office is open on weekdays between 8.30 am pm CET All general inquires are handled during working hours. 5.3 Support 24 Hours If you have an emergency situation, you can call the Support hotline outside working hours: option: Support The cost of support that is considered outside normal support, will be communicated to you prior to handling the request. V. Contacting AltaPay 29

30 VI. Addendum List of Error Messages VISA Reason Refer to card issuer Invalid merchant or service provider Pickup card Do not honor Invalid transaction Invalid account number (no such number) No such issuer No action taken (unable to back out prior transaction) Pickup card (lost card) Pickup card (stolen card) Insufficient funds Expired card Transaction not permitted to cardholder Transaction not allowed at terminal Suspected fraud Restricted card (e.g. in Country Exclusion table) Unable to locate previous message (no match on Authorization Reversal) Previous message located, but the reversal data are Authorization Reversal. inconsistent with original message Issuer unavailable or switch inoperative (STIP not applicable or available for this transaction) Comment Often due to a very high amount or suspicion of fraud. Technical issue at acquirer Card blocked Generic decline Technical issue at issuer or acquirer Wrong card number Wrong card number Not possible to process release Card blocked Card blocked Insufficient funds Expired card Often due to either country restrictions or card now allowed to be used with e-commerce Technical issue at acquirer or attempting a transaction type not supported by agreement Wrong/missing CVV code Often due to either country restrictions or card now allowed to be used with e-commerce Not possible ot process release Not possible ot process release No response from issuer VI. Addendum 30

31 Reason Transaction cannot be completed - violation of law System malfunction Decline for CVV2 failure Comment Wrong/missing CVV code Wrong/missing CVV code PayPal Reason ACH Not Verified Comment There was insufficient funds on the PayPal account to make the refund AVS Response Reason A B C D E F G I M N P Q R S U W X Y Z Comment Address matches, but zip code does not Street address matches, post code not verified due to incompatible formats Street address and postal code not verified for international transaction due to incompatible formats Street address and postal codes match for international transaction AVS not supported for this industry Full Match - Address and Zip/Postal Code match (UK Only) Address information is unavailable; international transaction; non-avs participant Address information not verified for international transaction Street address and postal codes match for international transaction No Match on Address (Street) or Zip Postal codes match for international transaction. Street address not verified due to incompatible formats Unknown response from issuer/banknet switch Retry. System unable to process AVS not supported for this industry Address information is unavailable Nine-digit zip code matches, but address does not Exact. Nine-digit zip code and address match Yes. Five-digit zip code and address match Five-digit zip code matches, but address does not VI. Addendum 31

32 Pbs Errors Reason Expired Card Suspected Fraud Invalid merchant Invalid card number Not sufficient funds No card record Transaction not permitted to cardholder Transaction not permitted to terminal Exceeds withdrawal amount limit Violation of law Unable to locate previous message Card entry found, below low range Pan length not according to table Do not honour Expired card Restricted card Lost card Stolen card Card issuer or switch inoperative System malfunction KIR (PBS host) timeout PGW error occurred, unspecified captured_failed Credit card with bin: ****** is not supported by *****Valitor. Only ***** is Unknown error[54321] Comment Expired Card Wrong/missing CVV code Configuration issue at AltaPay or Nets/Teller agreement terminated Invalid card number Insufficient funds Wrong card number Often due to either country restrictions or card now allowed to be used with e -commerce Technical issue at acquirer or attempting a transaction type not supported by agreement Exceeds withdrawal amount limit Wrong/missing CVV code Not possible to process release Wrong card number Wrong card number Generic decline Expired card Often due to either country restrictions or card now allowed to be used with e -commerce Card blocked Card blocked Technical issue at issuer Technical issue at acquirer Technical issue at acquirer Technical issue at acquirer Capture attempt was declined by the issuer The card is not supported by the current acquirer Unknown Error. Often a temporary issue, so could be retried. If it still fails, contact AltaPay support VI. Addendum 32

33 Capture/refunds Error Codes Reason No Reply PBS socket could not be established to ssl://******* (Error #0: ). PBS socket could not be established to ssl://******** (Error #110: Connection timed out). PBS socket could not be established to ssl://********(error#111: Connection refused). Unable to connect You can not capture an amount less than or equal to (<amount>) This payment is not in a capturable state You can not refund an amount (<amount>) greater than what has not yet been refunded (<amount>) Could not connect to Soap Service SOAP communication problem: Error Fetching http headers Database lock timed out Comment This is a generic error code from Nets. It s not known if it was successful or not. Contact AltaPay Support Nets system is not responding. The transaction has not been processed Nets system is not responding. The transaction has not been processed Nets system is not responding. The transaction has not been processed Nets system is not responding but the request has been sent. State unknown You tried to capture more than what is available on the reservation (e.g. attempting to capture the reservation twice) You tried to capture a payment which isn t in preauth state (e.g. you have released it or already refunded it) You tried to refund more than what is available (e.g. attempting to refund the transaction twice) An internal error happened in the AltaPay system. Contact AltaPay Support We either had issues contacing Nets, or an internal error happened. Contact AltaPay Support An internal error happened in the AltaPay system. Contact AltaPay Support Master Card Reason Refer to card issuer Invalid merchant or service provider Pickup card Comment Often due to a very high amount or suspicion of fraud. Technical issue at acquirer Card blocked VI. Addendum 33

34 Reason Do not honor Invalid transaction Comment Generic decline Technical issue at issuer or acquirer Invalid amount Invalid account number (no such number) No such issuer Pickup card (lost card) Pickup card (stolen card) Insufficient funds Expired card Transaction not permitted to cardholder Transaction not permitted to acquirer/terminal Exceeds withdrawal amount limit Restricted card Security violation Contact Card Issuer Invalid/nonexistent account specified Authorization system or issuer inoperative Unable to route transaction Technical issue at issuer or acquirer Wrong card number Wrong card number Card blocked Card blocked Insufficient funds Expired card Often due to either country restrictions or card now allowed to be used with e-commerce Technical issue at acquirer Insufficient funds Often due to either country restrictions or card now allowed to be used with e-commerce Wrong CVV code Card blocked wrong card number Technical issue at issuer or acquirer Technical issue at issuer or acquirer VI. Addendum 34

35 Gyngemose Parkvej Søborg, Denmark 2017 AltaPay A/S. All Rights Reserved 35