Merchant Portal User Guide

Merchant Portal User Guide

TABLE OF CONTENTS Accessing the Click Merchant Portal... 3 Virtual Terminal... 4 Single Entry (Merchant Enters Card Details)... 5 Payment Using Collected Card Details... 5 Payment Using Stored Card Details... 10 Online EFTPOS Payment... 12 Batched Entry (Merchant Enters Card Details)... 14 Adding Payments... 14 One Off Payments (Customer Enters Card Details)... 18 Transaction Search... 19 Refunding a Payment... 22 Capturing a Prior Authorisation... 24 Retrieving Card Tokens for Stored Cards... 25 Filter View... 26 User Management... 27 User Permissions... 28 Creating a New User... 34 Creating a New User Role... 36 Add or Remove a User Role From a User... 38 Add Role... 38 Remove Role... 40 Modifying a User s Permissions... 42 Modifying the Permissions For a User Role... 44 Add or Remove Account Access From a User... 45 Add Account Access... 45 Remove Account Access... 47 Resetting a User s Password... 49 Deactivating a User... 51 Integration Settings... 53 Additional Support... 54 Merchant Portal User Guide 2.12 2

ACCESSING THE CLICK MERCHANT PORTAL The Click Merchant Portal enables a Click Merchant to manage their account, including: View any transactions done on their account. Take manual (MOTO) payments. Capture funds for a prior authorisation. Refund a prior payment or capture. Create and manage card tokens. The Click Merchant Portal is accessed at: https://client.paymarkclick.co.nz/. Access is controlled via email address and password. Everyone accessing the Merchant Portal should use their own email address (and password). Merchant Portal User Guide 2.12 3

VIRTUAL TERMINAL The Virtual Terminal is used for processing MOTO (mail order / telephone order) transactions. Important note: If your Merchant account is enabled for 3DS (Three Domain Secure) payments, this does not apply to Virtual Terminal payments, where you enter card details. To maintain 3DS functionality, and the accompanying liability shift, you may wish to send your customer a One Off Payments link, which requires the Customer to enter card details. C.f. details on page 18. The Virtual Terminal can be accessed through the option in the left-hand menu, under the Payments section. The Virtual Terminal can be used to make the following payment types: One off card payments, using card details collected from the customer One off payments against a card token, using a card token created in a previous transaction One off Online EFTPOS payments, when the customer is available to approve the payment within the next four minutes Multiple card payments in one batch, using card details collected from the customer. These features can be accessed through the Single Entry and Batched Entry sub menus. Merchant Portal User Guide 2.12 4

SINGLE ENTRY (MERCHANT ENTERS CARD DETAILS) The single-entry feature allows merchants to make a one-off payment using: Card details collected from their customer, for example, by phone or prior engagement with the customer A card previously stored with Paymark Click An Online EFTPOS payment request that can be approved by the customer in their online banking app Note: To generate a secure payment link for the Customer to enter their own card details, refer to the One Off Payments (Customer Enters Card Details) section. Note: The Card Tokenisation product must be enabled to store card details with Paymark Click. If Card Tokenisation is not enabled on your account, please contact Paymark. See Additional Support section. PAYMENT USING COLLECTED CARD DETAILS 1. After clicking on Single Entry, enter the payment details: a. Account select the account this payment should be processed through (this field does not default to any account) b. Amount the amount of the payment c. Reference up to 50 alpha-numeric characters to be stored with the payment d. Particulars up to 50 alpha-numeric characters to be stored with the payment 2. Choose the Card Details option. 3. Enter the card details: a. Number the full card number b. Card Security Code if available this will be 3 digits on the back of the card for Visa, MasterCard and Diners Club and 4 digits on the front of the card for American Express c. Card Expiry the expiry date found on the front of the card d. Card Name the cardholder name found on the front of the card e. Create Token if Card Tokenisation is enabled then you can choose to save the card details with Paymark Click if the payment is successful a card token will be created and the token available to you on the result screen 4. Click on the Make Payment button to process the payment. Merchant Portal User Guide 2.12 5

1 2 3 4 If Create Token is checked, you will be prompted for a merchant specific reference to use with this card token. Merchant Portal User Guide 2.12 6

On clicking the Make Payment button a confirmation dialog will be presented to continue with the payment. Clicking the OK button will process the payment, clicking the Cancel button will close the dialog and the payment will not be processed. A message will appear to confirm the transaction is being processed. Merchant Portal User Guide 2.12 7

If the card details are not to be saved (i.e. create token option is unchecked) then the payment result page would look as follows (i.e. card token field will not be present). The payment result screen contains several options: 1. Viewing additional transaction details clicking the View Full Transaction button will open a window and show you the full details of the transaction and give you the option to refund a payment. 2. Downloading the receipt clicking the Click here link in the Payment Receipt section will download a PDF copy of the payment receipt. 3. Emailing the receipt a PDF copy of the receipt can be sent by email to one or more email addresses by entering them into the Email Address text box and clicking the Send Email button (multiple email addresses should be separated by a semi-colon ; ). 2 1 3 If the card details need be saved (i.e. you have checked the create token option) then the payment result page would look as follows (i.e. a card token field will be present). Merchant Portal User Guide 2.12 8

If View Full Transaction was clicked on the payment result screen, you see the option to refund the payment. Payments can be refunded for up to six months after the payment was done (transaction date). Merchant Portal User Guide 2.12 9

PAYMENT USING STORED CARD DETAILS 1. After clicking on Single Entry, enter the payment details: a. Account select the account this payment should be processed through (this field does not default to any account) b. Amount the amount of the payment c. Reference up to 50 alpha-numeric characters to be stored with the payment d. Particulars up to 50 alpha-numeric characters to be stored with the payment 2. Choose the Token option (if you do not have Card Tokenisation enabled on your account this option will not be displayed). 3. Enter the card token for the card to be charged for this payment (see Retrieving Card Tokens for Stored Cards section). 4. Click on the Make Payment button. 1 2 3 4 On clicking the Make Payment button a confirmation dialog will be presented to continue with the payment. Clicking the OK button will process the payment, clicking the Cancel button will close the dialog and the payment will not be processed. Merchant Portal User Guide 2.12 10

A message will appear to confirm the transaction is being processed. The payment result screen contains several options: 1. Viewing additional transaction details clicking the View Full Transaction button will open a window and show you the full details of the transaction and give you the option to refund a payment. 2. Downloading the receipt clicking the Click here link in the Payment Receipt section will download a PDF copy of the payment receipt. 3. Emailing the receipt a PDF copy of the receipt can be sent by email to one or more email addresses by entering them into the Email Address text box and clicking the Send Email button (multiple email addresses should be separated by a semi-colon ; ). 2 1 3 Merchant Portal User Guide 2.12 11

ONLINE EFTPOS PAYMENT Note: Before initiating an Online EFTPOS payment, ensure the customer is available to approve the payment within the next four minutes (the maximum time the customer has to approve the payment). 1. After clicking on Single Entry, enter the payment details: a. Account select the account this payment should be processed through (this field does not default to any account) b. Amount the amount of the payment c. Reference up to 12 alpha-numeric characters to be stored with the payment (while you can enter more characters, only 12 appear on the customer s bank statement) d. Particulars up to 50 alpha-numeric characters to be stored with the payment 2. Choose the Online EFTPOS option (if you do not have Online EFTPOS enabled on your account this option will not be displayed). 3. Select the bank that the customer wants to use for this payment and enter the customer s Online EFTPOS payer ID for this bank. 4. Click on the Make Payment button. 1 2 3 4 Merchant Portal User Guide 2.12 12

On clicking the Make Payment button a confirmation dialog will be presented to continue with the payment. We suggest you reconfirm the bank and payer ID details with your customer. Clicking the OK button will send a payment request to the customer s banking app, clicking the Cancel button will close the dialog and the payment request will not be sent. A message will appear to confirm the transaction is being processed. The payment result screen contains two options: 1. Downloading the receipt clicking the Click here link in the Payment Receipt section will download a PDF copy of the payment receipt. 2. Emailing the receipt a PDF copy of the receipt can be sent by email to one or more email addresses by entering them into the Email Address text box and clicking the Send Email button (multiple email addresses should be separated by a semi-colon ; ). 1 0212345678 2 Merchant Portal User Guide 2.12 13

BATCHED ENTRY (MERCHANT ENTERS CARD DETAILS) The batched entry feature allows merchants to make several payments at one time using card details collected from their customers (e.g. by phone or prior engagement with the customer). Multiple payment details can be entered before any processing takes place. This is ideal for merchants making several payments at the same time without having to navigate through the single-entry screen multiple times. Please note that payments are not stored as a batch but treated as individual payments and therefore there is no functionality for viewing the batch after it has processed and the user has navigated away from the result screen. The Batched Entry function is accessed by navigating to the Batched Entry sub menu through the Virtual Terminal main menu item. ADDING PAYMENTS 1. Enter the payment details: a. Account select the account this payment should be processed through (this field does not default to any account) b. Amount the amount of the payment c. Reference up to 50 alpha-numeric characters to be stored with the payment d. Particulars up to 50 alpha-numeric characters to be stored with the payment 2. Enter the card details: a. Number the full card number b. Card Security Code if available this will be 3 digits on the back of the card for Visa, MasterCard and Diners Club and 4 digits on the front of the card for American Express c. Card Expiry the expiry date found on the front of the card d. Card Name the cardholder name found on the front of the card 3. Click on the Add Payment button. 4. Repeat steps 1 3 to add all payments to be processed. Merchant Portal User Guide 2.12 14

2 1 3 As payments are added to the batch for processing they will appear in a list beneath the data entry fields. A payment can be removed from the batch at any time by clicking on the X icon in the Action column. Merchant Portal User Guide 2.12 15

To process the payments in the batch (as indicated by the displayed list), click on the Make Payments button. On clicking the Make Payments button a confirmation dialog will be presented to continue with the payment. Clicking the OK button will process the payments, clicking the Cancel button will close the dialog and the payments will not be processed. A message will appear to confirm the transactions are being processed. Merchant Portal User Guide 2.12 16

Once the payments have been processed, the result for each payment will be displayed in a results list. Merchant Portal User Guide 2.12 17

ONE OFF PAYMENTS (CUSTOMER ENTERS CARD DETAILS) You can generate a URL for a Customer to use to load a secure payment page to make a one-off payment into your account, for example, for an invoice. 1. Select Web Payments > Invoice Payments. 2. Select Invoice Payments then select the relevant Account (the account this payment should be processed through). 3. You can also choose to enter attributes for the payment: a. Reference up to 50 alpha-numeric characters for a reference that is relevant to your business (you can search on this). b. Particulars up to 50 alpha-numeric characters for a reference that is relevant to your business (you can search on this). c. Amount the amount of the payment. 4. Choose Generate URL to generate a URL you can send to the customer that they can use to make their payment. 1 2 3 4 Notes: By default, this URL is available for 24 hours from when you generate it. If you need a longer or shorter validity period, please contact Paymark on support@paymark.co.nz. You can also configure your account to produce a unique URL that can be used for only one payment. This is an additional security measure. If you want to do this, please contact Paymark on support@paymark.co.nz. Merchant Portal User Guide 2.12 18

TRANSACTION SEARCH The Transactions feature allows merchants to monitor and search for transactions in real time. Payments can also be refunded from this area. For card payments, captures can be performed against prior authorisation transactions. Transactions for all payment instruments (card, Online EFTPOS and Google Pay), and all payment initiation types (Click APIs and Virtual Terminal), can be viewed through the transaction search. Once a payment has been processed it can be searched for using multiple criteria, as shown in the screenshot below, then clicking the Apply Filter button. Note: If searching a date range (From / To), you can search a maximum 31-day period. Merchant Portal User Guide 2.12 19

Clicking on the Transaction No. brings up the transaction details screen shown below. This example is for a card payment. This example is for a card payment that included a surcharge (available through the Click APIs). Note: To configure a surcharge, please contact Paymark. Merchant Portal User Guide 2.12 20

This example is for an Online EFTPOS payment. 0277048479 This example is for a Google Pay payment. 411111******1111 Merchant Portal User Guide 2.12 21

REFUNDING A PAYMENT To refund a payment: 1. Retrieve the payment as described in the Transaction Search section. 2. Enter the amount to refund in the REFUND section of the screen. The maximum amount you can refund against this payment is shown on the screen. 3. You can also include a reference and particulars (up to 50 alpha-numeric characters) to be stored with the refund. 4. Click the Make Refund button. Notes: Card and Google Pay payments can be refunded for up to six months after the payment was done (transaction date): transactions older than six months have refunds disabled. There is no limitation on refunding Online EFTPOS payments. The maximum amount that may be refunded for an Online EFTPOS payment is the merchant s current settlement position, that is, the total value of Online EFTPOS payments received today minus any Online EFTPOS refunds done today. Merchant Portal User Guide 2.12 22

To view refund transactions in the transaction search screen, tick the Show Refund Transactions option. Merchant Portal User Guide 2.12 23

CAPTURING A PRIOR AUTHORISATION To capture a prior card authorisation: 1. Retrieve the authorisation transaction as described in the Transaction Search section. 2. Enter the amount to capture in the CAPTURE section of the screen. The maximum amount you can capture against this authorisation is shown on the screen. 3. You can also include a reference and particulars (up to 50 alpha-numeric characters) to be stored with the capture transaction. 4. If you need to capture funds against this transaction in stages, for example, because you are initially only fulfilling some of the order, change the Capture Type to Partial. 5. Click the Make Capture button. To view capture transactions in the transaction search screen, tick the Show Capture Transactions option. Merchant Portal User Guide 2.12 24

RETRIEVING CARD TOKENS FOR STORED CARDS Paymark provides the merchant with a card token when a customer agrees to store their card details. 1. Navigate to the Token List through the Token List sub menu accessed from the Token Management main menu item. 2. You can filter tokens as shown in the following section. Merchant Portal User Guide 2.12 25

FILTER VIEW 1. Ensure the Filter radio button is selected (this is the default) and enter the filter criteria. Tokens can be filtered on token reference (a Merchant defined reference for this token, for example, account number), or card details. 2. The following card details filters are available, when Card is selected as the Token Type: Card Type card types that the merchant allows for payments Card Holder Name cardholder s name found on the front of the card Card Expiry Date expiry date found on the front of the card First 6 Digits of Card Number (card BIN) Last Four Digits of the Card Number 3. All tokens that match the filter criteria will be shown in the list. Information key: Token ID the token identifier Token Type the type of the card tokenised Token Reference Merchant defined reference for the token Bank the name of the bank based on the first 6 digits of the card number (BIN) Number the first 6 digits and last 4 digits of the card number Expiry the expiry date of the tokenised card Name the cardholder s name of the tokenised card 4. To make a payment using the Virtual Terminal, click on the first icon in the record. This will navigate to the Virtual Terminal Single Entry page where the token will be pre-populated. See also Payment Using Stored Card Details section. 1 2 3 4 Merchant Portal User Guide 2.12 26

USER MANAGEMENT The Paymark Click Merchant Portal allows merchants to create and manage as many users as required. A merchant can also create and manage user roles that define the permissions of users assigned to that user roles group. To add or manage users and user roles, select the Users option in the My Account menu. Merchant Portal User Guide 2.12 27

USER PERMISSIONS A new user by default has no permissions assigned to it. You can assign a user to a user role to set permissions in bulk, or you can set individual permissions for a user. This section describes the user permissions that can be assigned to a user or user role: 1. Profile 2. Transactions (Credit Card Transactions permission) 3. Recurring Card Payments (Recurring Credit Cards permission) 4. Web Payments 5. Batch Card Payments (Batch Processing permission) 6. Invoices 7. Reports 8. Virtual Terminal (Virtual Card Terminal permission) 9. Users (User Management permission) 10. Card Token Management 1. Profile: this allows a user to view their user information, available accounts and change their own password. A user can also upload a logo to a transaction receipt, and set up transaction notification email alerts. If this permission is not set the Profile option will not be shown in the My Account menu. Merchant Portal User Guide 2.12 28

2. Transactions: this allows a user to search for, and view, transactions and download reports. If this permission is not set the Transactions option will not be shown in the Reporting menu. 3. Recurring Card Payments: this allows a user to view, create and import a new recurring payment plan. A user can also change the status of a payment batch and view reports. If this permission is not set the Recurring Card Payments option will not be shown in the Payments menu. Merchant Portal User Guide 2.12 29

4. Web Payments: this allows a user to access general settings, integration settings, and create one off payment page links (Invoice Payments). 5. Batch Processing: this allows a user to view all submitted and processed card batches and create and upload a new batch. If this permission is not set the Batch Card Payments option will not be shown in the Payments menu. Merchant Portal User Guide 2.12 30

6. Invoices: this allows a user to view recent Click invoice totals and download transactions included in this invoice. If this permission is not set the Invoices option will not be shown in the My Account menu. 7. Reports: this allows a user to download ad-hoc reports and schedule reports to be automatically emailed. If this permission is not set the My Reports option will not be shown in the Reporting menu. Merchant Portal User Guide 2.12 31

8. Virtual Terminal: this allows a user to process a card-not-present or Online EFTPOS transaction. The user has the option to process a single transaction, create a payment batch and create a card token. If this permission is not set the Virtual Terminal option will not be shown in the Payments menu. 9. Users: this allows a merchant to manage the list of users. You can change user passwords, assign a user to a user group, update a user s permissions and add or disable a user. This is also used to create a user role and modify user role permissions. If this permission is not set the Users option will not be shown in the My Account menu. Merchant Portal User Guide 2.12 32

10. Card Token Management: this allows a merchant to view and manage card tokens. A user can create new card tokens, update an existing card token and process a transaction on a stored card token. If this permission is not set the Token Management option will not be shown in the Payments menu. Merchant Portal User Guide 2.12 33

CREATING A NEW USER 1. Select Create User from the Users menu and enter the new user s details. The username is always the email address; this field will be auto populated when the email address is entered. Using the dropdown box, set the status to Active. Enter a new password for the user, it must be between 8 and 50 characters in length and have at least 2 numerical characters. Note: The password will expire after 90 days. 2. Select the accounts that the user will have access to and click Add. Users can only make payments to, and view data from, accounts they are linked to. Merchant Portal User Guide 2.12 34

3. Once an account has been added to a user it will appear in the Linked section. 4. Click the Add User button. A new user has been created and confirmation will be shown that the user has been added successfully. Note: You now need to add permissions or a role for this user to access system functions. Merchant Portal User Guide 2.12 35

CREATING A NEW USER ROLE This option is useful when groups of users require the same access permissions. 1. Select Create Role from the user menu. Enter the name of the role you wish to create and a description in the Role Details Section. Merchant Portal User Guide 2.12 36

2. A list of permissions will be displayed and by default will be set as No Access. Enable the permissions that the user will role have access to by selecting Full Control. If No Access remains selected the user will not be able to see those resources in the Merchant Portal. For an explanation of user permissions see the User Permissions section. 3. Click on the Save button. You will see a prompt that the new role has been saved (created). Merchant Portal User Guide 2.12 37

ADD OR REMOVE A USER ROLE FROM A USER ADD ROLE 1. Select User List from the Users menu and locate the user you need to update. You can search by typing the name, username, email address or phone number into the Criteria field. The search can also be filtered by users that are active, inactive or locked out by using the status tick boxes. Click Search. 2. Select Update User for the person you wish to change. Merchant Portal User Guide 2.12 38

3. To add a user role to a user, select the user role you wish to assign and click Add. For information on how to set up additional user roles see the Creating a New User Role section. 4. Once a role has been added to a user it will appear in the Linked section. 5. Click Update User. You will see confirmation that they user has been changed. Merchant Portal User Guide 2.12 39

REMOVE ROLE 1. Select User List from the Users menu and locate the user you need to update. You can search by typing the name, username, email address or phone number into the Criteria field. The search can also be filtered by users that are active, inactive or locked out by using the status tick boxes. Click Search. 2. Select Update User for the person you wish to change. Merchant Portal User Guide 2.12 40

3. To remove a role from a user, select the user role you wish to remove and click Remove. 4. Once a role has been removed from a user it will appear in the Not Linked section. 5. Click Update User. You will see confirmation that they user has been changed. Merchant Portal User Guide 2.12 41

MODIFYING A USER S PERMISSIONS This option is useful when all users have different access requirements. 1. Select User List from the Users menu and locate the user you need to update. You can search by typing the name, username, email address or phone number into the Criteria field. The search can also be filtered by users that are active, inactive or locked out by using the status tick boxes. Click Search. 2. Select Update User for the person you wish to change. Merchant Portal User Guide 2.12 42

3. Enable the permissions for the resources that the user will have access to and click Update. If Not Set is selected the user will not have access to that resource. Note: If the user belongs to a user role they will have the permissions assigned to that user group. For more information on these permissions see the User Permissions section. 4. Click Update. You will see confirmation that the user has been successfully updated. Merchant Portal User Guide 2.12 43

MODIFYING THE PERMISSIONS FOR A USER ROLE 1. Select Roles List from the Users menu to view the current roles. Click the edit button in the Action column for the role you wish to modify. 2. The current permissions for the user role will be displayed: To add permissions to the user role, select Full Control and click Update. To remove permissions from a user role select No Access and click Update. Note: If No Access is selected, the user role will no longer have access to viewing those resources. For an explanation of these permissions see the User Permissions section. 3. You will see confirmation that the role has been successfully updated. Merchant Portal User Guide 2.12 44

ADD OR REMOVE ACCOUNT ACCESS FROM A USER ADD ACCOUNT ACCESS 1. Select User List from the Users menu and locate the user you need to update. You can search by typing the name, username, email address or phone number into the Criteria field. The search can also be filtered by users that are active, inactive or locked out by using the status tick boxes. Click Search. 2. Select Update User for the person you wish to change. Merchant Portal User Guide 2.12 45

3. To give a user access to an additional account, select that account and click Add. 4. Once an account has been added to a user it will appear in the Linked section. 5. Click Update User. You will see confirmation that they user has been changed. Merchant Portal User Guide 2.12 46

REMOVE ACCOUNT ACCESS 1. Select User List from the Users menu and locate the user you need to update. You can search by typing the name, username, email address or phone number into the Criteria field. The search can also be filtered by users that are active, inactive or locked out by using the status tick boxes. Click Search. 2. Select Update User for the person you wish to change. Merchant Portal User Guide 2.12 47

3. To remove an account from a user, select that account and click Remove. 4. Once an account has been removed it will appear in the Not Linked section. 5. Click Update User. You will see confirmation that the user has been changed. Merchant Portal User Guide 2.12 48

RESETTING A USER S PASSWORD 1. Select User List from the Users menu and locate the user you need to update. You can search by typing the name, username, email address or phone number into the Criteria field. The search can also be filtered by users that are active, inactive or locked out by using the status tick boxes. Click Search. 2. Select Update User for the person you wish to reset the password for. Merchant Portal User Guide 2.12 49

3. Click Reset Password. 4. Click OK in the prompt to confirm you wish to reset the user s password. An email will be sent to the user for them to setup a new password. You will see a confirmation the password reset link has been sent. Notes: The new password must be between 8 and 50 characters in length and have at least 2 numerical characters. The password will expire after 90 days. Merchant Portal User Guide 2.12 50

DEACTIVATING A USER 1. Select User List from the Users menu and locate the user you need to update. You can search by typing the name, username, email address or phone number into the Criteria field. The search can also be filtered by users that are active, inactive or locked out by using the status tick boxes. Click Search. 2. Select Update User for the person you wish to deactivate. Merchant Portal User Guide 2.12 51

3. Using the Status dropdown box in the User Details section, change the status from Active to Inactive. 4. Click Update User and confirmation will be shown that the user has been successfully updated. Merchant Portal User Guide 2.12 52

INTEGRATION SETTINGS Before you can start using Click as your payment gateway, you will need to integrate Click into your App or Shopping Cart. To fully integrate Click you will need three pieces of information, which together make up your API credentials. Your API credentials are required for all integrated payments and will need to be passed on to your web or app developer. Your API credentials are comprised of: Client ID: this can be found in My Account > Profile. Account ID: this can be found in My Account > Profile > View Accounts (Account Number). API Password: you generate this in the Click Merchant Portal. Refer to below steps. To generate your API password, you will need to follow the below steps. Only Users with Full Control permissions to Web Payments can generate API passwords. 1. Log in to your Merchant Portal. 2. Navigate to the Web Payments section via the left-hand menu. 3. Select Integration Settings. 4. Scroll down till you see the heading API Password. 5. From here you will want to click on the right-hand button Generate API Password. 6. For security reasons you will be prompted to input your Merchant portal password again before your API password can be generated. 7. Once your password has been accepted, your API password will appear in a pop-up box. 8. It is critical to take note of this password before closing the pop-up box as you will not be able to retrieve it again once closed. Merchant Portal User Guide 2.12 53

ADDITIONAL SUPPORT There is additional information available under the Page Help area in each page of the Merchant Portal, example shown below. For any questions that are not answered in Page Help, or in this User Guide, there is a Support link available in the left-hand menu. This sends a support request to our award-winning Customer Care Help Desk. Merchant Portal User Guide 2.12 54