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merchant:existing_merchant:f_a_q [2018/05/15 11:12] thiago123 Changed based on issue #13469 - [How to set up a Pin Pad] |
merchant:existing_merchant:f_a_q [2018/12/03 10:26] (current) |
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| ~~TOC~~ | ~~TOC~~ | ||
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| - | * [[#My password doesn't work]] | ||
| - | * [[#Can you send me my password?]] | ||
| - | * [[#My account has been locked out]] | ||
| - | * [[#How can I add a new user]] | ||
| - | * [[#Funds have not been transferred into my account]] | ||
| - | * [[#How can I refund a transaction]] | ||
| - | * [[#How can I void a transaction]] | ||
| - | * [[#How to use Virtual Terminal]] | ||
| - | * [[#How to set up a Pin Pad]] | ||
| - | * [[#What does Referral B mean?]] | ||
| - | * [[#Why a transaction has been declined?]] | ||
| - | * [[#What is 3D Secure?]] | ||
| - | * [[#When am I covered by 3D Secure?]] | ||
| - | * [[#What does Pick- up mean?]] | ||
| - | * [[#What is Terminal ID (TID)?]] | ||
| - | * [[#What is Shared Secret?]] | ||
| - | * [[#How can I change my Shared Secret?]] | ||
| - | * [[#Can you send me my last invoice?]] | ||
| - | * [[#Can I add additional charges to each payment made by credit cards?]] | ||
| - | * [[#How can I add new card schemes to my account?]] | ||
| - | * [[#How can I disable credit cards from my terminal?]] | ||
| ===== My password doesn't work ===== | ===== My password doesn't work ===== | ||
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| ===== How can I add a new user ===== | ===== How can I add a new user ===== | ||
| - | Adding a new user is very simple and quick in the %SelfCare and it takes only a few steps. When you create a new user, the log-in details are automatically emailed to them directly from the system. Two separate mails are sent (for security reasons) containing full instructions about how to set their initial password and log in. | + | Adding a new user is very simple and quick in the SelfCare and it takes only a few steps. When you create a new user, the log-in details are automatically emailed to them directly from the system. Two separate mails are sent (for security reasons) containing full instructions about how to set their initial password and log in. |
| ===== Funds have not been transferred into my account ===== | ===== Funds have not been transferred into my account ===== | ||
| - | %CompanyName do not deal with the merchant funding side or the payments. We deal with the data of the authorization and transaction daily settlement to the Merchant Bank only. For any funding queries please contact your Merchant Bank directly. | + | Nuvei do not deal with the merchant funding side or the payments. We deal with the data of the authorization and transaction daily settlement to the Merchant Bank only. For any funding queries please contact your Merchant Bank directly. |
| ===== How can I refund a transaction ===== | ===== How can I refund a transaction ===== | ||
| - | Refunding a transaction is very simple in the %SelfCare. It only takes the following steps: | + | Refunding a transaction is very simple in the SelfCare . It only takes the following steps: |
| + | |||
| + | * Find the original transaction in the Open Batch or Closed Batch section of our SelfCare . You can use one of the filters to find a transaction or click on a batch date stamp to open transactions if you know the exact date of the transaction. | ||
| + | * Click on a time stamp of a transaction you want to refund to see the full details and there is a "Refund" button at the bottom of the page. | ||
| + | * Click on the Refund button and fill both new fields: Amount and Reason. By default, you can refund up to 100% of the original transaction value (this is called the max refund percentage and it can be changed as needed by contacting Nuvei Support). | ||
| + | * Click "Submit" button to confirm the refund. | ||
| - | * **1** Find the original transaction in the Open Batch or Closed Batch section of our %SelfCare. You can use one of the filters to find a transaction or click on a batch date stamp to open transactions if you know the exact date of the transaction. | ||
| - | * **2** Click on a time stamp of a transaction you want to refund to see the full details and there is a "Refund" button at the bottom of the page. | ||
| - | * **3** Click on the Refund button and fill both new fields: Amount and Reason. By default, you can refund up to 100% of the original transaction value (this is called the max refund percentage and it can be changed as needed by contacting %CompanyName Support). | ||
| - | * **4** Click "Submit" button to confirm the refund. | ||
| ===== How can I void a transaction ===== | ===== How can I void a transaction ===== | ||
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| ===== How to use Virtual Terminal ===== | ===== How to use Virtual Terminal ===== | ||
| - | Processing sales transactions using Virtual Terminal is very simple and takes only a couple of seconds. To process any transaction you need: Firstly, ensure that you are using the correct Terminal ID. Terminal ID is displayed in the right top corner of the %SelfCare, just beside Logout button. Then go to "Sale" section under Virtual Terminal menu Complete all the fields including drop-down lists for Card Type and Expiry Date. Ensure all details are correct and then click on "Perform Sale" button at the bottom of the form. | + | Processing sales transactions using Virtual Terminal is very simple and takes only a couple of seconds. To process any transaction you need: |
| + | |||
| + | * Ensure that you are using the correct Terminal ID. Terminal ID is displayed in the right top corner of the SelfCare , just beside Logout button. | ||
| + | * Then go to "Sale" section under Virtual Terminal menu Complete all the fields including drop-down lists for Card Type and Expiry Date. | ||
| + | * Ensure all details are correct and then click on "Perform Sale" button at the bottom of the form. | ||
| ===== How to set up a Pin Pad ===== | ===== How to set up a Pin Pad ===== | ||
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| To ensure Bluetooth is enabled on the PIN Pad: | To ensure Bluetooth is enabled on the PIN Pad: | ||
| - | * **1** Press yellow button. | + | * Press yellow button. |
| - | * **2** Press 'arrow button down' twice to ‘Settings’, press 'OK'. | + | * Press 'arrow button down' twice to ‘Settings’, press 'OK'. |
| - | * **3** Press 'arrow button down' twice to ‘Bluetooth’, press 'OK'. | + | * Press 'arrow button down' twice to ‘Bluetooth’, press 'OK'. |
| - | * **4** Ensure Mode is “Enabled”. If Disabled, press ‘OK’ to enable. | + | * Ensure Mode is “Enabled”. If Disabled, press ‘OK’ to enable. |
| - | * **5** Once enabled, press red button back to start. | + | * Once enabled, press red button back to start. |
| ===== What does Referral B mean? ===== | ===== What does Referral B mean? ===== | ||
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| A Referral B means that the bank requires more information before they can approve the transaction. This is only relevant for Virtual Terminal (Telephone & Mail Order) transactions, and in the eCommerce environment it's treated as a decline. | A Referral B means that the bank requires more information before they can approve the transaction. This is only relevant for Virtual Terminal (Telephone & Mail Order) transactions, and in the eCommerce environment it's treated as a decline. | ||
| - | If you are getting a "Referral B" response for a Virtual Terminal transaction then you should contact your acquiring bank immediately, because once these transactions settle, they can no longer be completed. They'll ask you for the transaction details and then give you an Authorization Code, which you can type into our %SelfCare. | + | If you are getting a "Referral B" response for a Virtual Terminal transaction then you should contact your acquiring bank immediately, because once these transactions settle, they can no longer be completed. They'll ask you for the transaction details and then give you an Authorization Code, which you can type into our SelfCare . |
| Your acquirer should have provided you with the relevant "referral phone number" to call them in regards to these queries. Please note that we do not have access to these contact numbers. | Your acquirer should have provided you with the relevant "referral phone number" to call them in regards to these queries. Please note that we do not have access to these contact numbers. | ||
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| ===== Why a transaction has been declined? ===== | ===== Why a transaction has been declined? ===== | ||
| - | Unfortunately,%CompanyName is not sent the reason for declines. This is due to information protection legislation. The "Declined" (or "Not Authorized") text is actually sent by the cardholder’s bank and they do not provide any additional details. Only the cardholder can find out the reason for a decline. | + | Unfortunately,Nuvei is not sent the reason for declines. This is due to information protection legislation. The "Declined" (or "Not Authorized") text is actually sent by the cardholder’s bank and they do not provide any additional details. Only the cardholder can find out the reason for a decline. |
| ===== What is 3D Secure? ===== | ===== What is 3D Secure? ===== | ||
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| ===== When am I covered by 3D Secure? ===== | ===== When am I covered by 3D Secure? ===== | ||
| - | Merchants are protected by 3DS for all transactions that go through the process successfully. Some transactions can fail authentication, so all transactions should be checked in our %SelfCare before fulfillment. | + | Merchants are protected by 3DS for all transactions that go through the process successfully. Some transactions can fail authentication, so all transactions should be checked in our SelfCare before fulfillment. |
| - | + | ||
| - | <html> | + | |
| - | <ol> | + | |
| - | <li>If marked “Y” (Fully Authenticated) then the merchant is protected.</li> | + | |
| - | <li>If “A” (Attempted Authentication) then the merchant is protected for all but North American corporate/business cards.</li> | + | |
| - | <li>If marked “N” then no liability shift is in place. If a transaction is marked as “N” but is approved, this normally means that the card type does not support 3DS (such as American Express). It could also mean though there was some problem authenticating 3DS, but the acquirer decided to proceed with the transaction anyway.</li> | + | |
| - | </ol> | + | |
| - | </html> | + | |
| + | * If marked “Y” (Fully Authenticated) then the merchant is protected. | ||
| + | * If “A” (Attempted Authentication) then the merchant is protected for all but North American corporate/business cards. | ||
| + | * If marked “N” then no liability shift is in place. If a transaction is marked as “N” but is approved, this normally means that the card type does not support 3DS (such as American Express). It could also mean though there was some problem authenticating 3DS, but the acquirer decided to proceed with the transaction anyway. | ||
| + | |||
| ===== What does Pick-up mean? ===== | ===== What does Pick-up mean? ===== | ||
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| To set up a new Shared Secret or to change an existing one, you need to: | To set up a new Shared Secret or to change an existing one, you need to: | ||
| - | <html> | + | * Go to Terminal under "Settings" Menu |
| - | <ol> | + | * Find two fields called "Secret" and "Confirm Secret" |
| - | <li>Go to Terminal under "Settings" Menu</li> | + | * Enter your new Shared Secret into both fields (those 2 strings must be identical) |
| - | <li>Find two fields called "Secret" and "Confirm Secret"</li> | + | * Accept changes by clicking on "Update Settings" at the bottom of the page |
| - | <li>Enter your new Shared Secret into both fields (those 2 strings must be identical)</li> | + | * Finally, please confirm that you are sure you want to change the Shared Secret |
| - | <li>Accept changes by clicking on "Update Settings" at the bottom of the page</li> | + | |
| - | <li>Finally, please confirm that you are sure you want to change the Shared Secret </li> | + | |
| - | </ol> | + | |
| - | </html> | + | |
| ===== Can you send me my last invoice? ===== | ===== Can you send me my last invoice? ===== | ||
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| All available cards are visible under Settings -> Cards. If you want to disable any card scheme, which is currently available on your account, please contact our Customer Support and we will do it for you. | All available cards are visible under Settings -> Cards. If you want to disable any card scheme, which is currently available on your account, please contact our Customer Support and we will do it for you. | ||
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