Merchant FAQs

General Merchant

Can transactions be performed using a specified currency?

Yes. Your bank will need to support that particular currency. We have a list of which banks support currencies other than their home currency. Each transaction needs to be specified by your interface.

What is a Merchant Account?

A merchant account is a special bank account that enables your business to accept payment by credit card. Credit card payments can only be processed through a merchant account. You must have a merchant account in order to be able to accept credit cards.

Which acquirers can support processing in currencies other than my home currency?

At this time, BNZ, NAB, HSBC and Barclaycard are the only acquirers who support multiple currencies. Please note that these acquirers process Visa & MasterCard payments only. If you have merchant facilities with Diners and Amex for example as well, those card types can only be processed in their home currency.

How long does it take to authorise a transaction?

Transactions are normally processed within 3-5 seconds.

What are MOTO transactions?

MOTO means Mail Order / Telephone Order. With MOTO transactions the merchant never receives a signature from the customer, but only the credit card number and expiration date.

What is SSL?

SSL (Secure Sockets Layer) is a method of ensuring that information submitted through your Web site is secure and cannot be accessed by unauthorized users. When a site offers an SSL-secured form, the information submitted via that form (typically credit card information) is encrypted using a special certificate key and then decrypted with another key after it has been transmitted. When users access a site secured with SSL using their browser, a symbol displays in their browser windows indicating that the site is secure.

We do not have a web site to take payments, as we are a MOTO merchant. Which solution would be best for us?

Payline would be the product of choice for taking orders over the phone and receiving mail orders. It is a virtual EFTPOS terminal with an off-the-shelf interface to handle purchase, refund and auth/complete type transactions. Business intelligence comes included with full reporting of all transactions verified through us via PDF, CSV or RTF.

We have too many transactions to enter manually via your payment manager, what is the best solution for large transaction volumes?

Our Batch Processor would be the product of choice, as you can group all your payments into a spreadsheet (CSV file) to batch process in one go! You can integrate your billing system to output batch files for the Payment Express format, so that it payments are processed automatically. This solution is ideal for recurring billing.

I am new to the ecommerce market and am looking to accept payments online using Payment Express. Can you recommend any web hosting / web development companies that have a proven track record?

Payment Express selects its partners and resellers very carefully. Please visit our partners page for a list of our recommendations.

I currently have a merchant account with my bank. Is this all I need to accept payments via my web site?

You will need to setup an electronic merchant number with your bank. These types of accounts are setup specifically for accepting 'electronic/ecommerce' payments.

My bank has said that my web site needs to be 3D Secure compliant. What is this?

3D secure are schemes put in place to help mitigate fraud. Payment Express have developed a merchant plug-in for use with the Hosted Payments Page and can make this available to you at no additional cost. Please visit the 3D secure page for more information.

We would like to take payments on our own web site via our SSL certificate. What would be the best solution for us?

Payment Express have a range of Merchant Hosted Solutions pre-written APIs or Payment Express PxPost with it's XML interface for greater interoperability and cross-platform integration.

Do you have an integrateable solution for online payment pages that doesn't require me to purchase an SSL certificate?

Yes. Our Hosted Payments Soulition PxPay takes credit card payments on our own secure pages with SSL and then sends you back the response.

What banks does the Payment Express Gateway support?

For a full ist of banks Payment Express connects to in all countries view our Processing Partners Page

Where can I find a copy of your latest rate plans?

You can view our transaction pricing. If you have any questions about these or our latest specials you can contact our sales team.

What is a Payment Gateway?

A payment gateway links your web site to the credit card processing companies and your merchant account. When your customer enters his or her credit card number on your web site, the payment gateway obtains authorization for the charge, which will then settle into your merchant account.

What is an Acquiring Bank?

The acquiring bank is the bank in which the merchants merchant account is held, and from which funds are transferred into the merchant's local bank account daily.

What card types can the Payment Express Gateway handle?

Payment Express supports all major credit cards; Visa, MasterCard, Amex, Diners, Discover & JCB. Various white label cards can be accepted as well; Farmers, AirNZCard and Elders etc. Please note that not all acquirers and EFTPOS networks can support some of these card types.

What transaction types can the Payment Express Gateway handle?

Payment Express supports all major transaction types, including Purchase, Refunds and Auth/Complete.

Account2Account

What is A2A?

Account2Account (A2A) is an ecommerce solution that allows merchants to accept online bank transfers as an alternative to credit card based payments

Who can use A2A?

Merchants and customers will need to have a merchant bank account with one of the supported banks.

Why use A2A?

account2account (A2A) is an alternative online payment option for customers who do not own a credit card. Using PX Pay2.0 with A2A means that a merchant can accept both credit card payments and online bank transfer payments.

Is A2A Secure?

Just like our popular PX Pay2.0 solution, the A2A solution is hosted securely at Payment Express. Payment Express never has access to the customer or merchants internet banking login or password details. All the usual security features offered by the banks are implemented in A2A.

How does Account2Account work?

account2account provides a solution for merchants to accept payments directly into their bank account by creating a one-off online payment using the customer's online banking portal. This sort of facility is already widely used where a merchant provides their bank account details and customers pay by creating a one-off payment manually via their online banking portal. The key difference is that with account2account, the one-off payment is created on a secure page hosted at Payment Express. Payment Express can authoritatively inform the merchant when a payment is created and the customer is redirected back to the merchant's website once payment is created.

In terms of the customer experience, the customer will be redirected to a Payment Express hosted payments page when payment is ready to be taken. The customer simply selects their bank, follows the prompts and once the payment process is complete, the customer will be redirected back to the merchant website.

A basic demo of this service can be found here

Do I need to download or install anything to use Account2Account?

No. There is no download necessary for customers to use Account2Account. All Account2Account software is hosted securely at Payment Express. Merchants will need to integrate to the Account2Account specification as per this document.

Does using Account2Account cost me anything?

For customers there is no cost to make payments using Account2Account, although online bank transfers fees may be applied by the customer's bank. For merchants please consult your account manager regarding your rate plan.

Is Account2Account secure?

The Account2Account page is securely hosted by Payment Express - a Level 1 service provider and is compliant to PCI DSS Version 2.0.

Abiding by the comprehensive set of requirements of PCI DSS means that Payment Express use the latest security technologies to ensure the safe handling of all sensitive data. During the course of the Account2Account payment process, Payment Express does not store any of the customer's bank account information such as banking identifier or password. The same security features setup on the customer's bank account such as additional authentication methods are prompted during the course of the Account2Account payment process. Basically the same security technologies exposed by the banks are supported by Account2Account.

Click here to view our PCI DSS Compliance Certificate.

Does Account2Account store any of my bank credential information?

No - Payment Express Account2Account will never store any bank credential information. The information is inputted by the customer and is used to enable and facilitate the payment transfer only and will not be recorded.

When will I see funds in my merchant account?

Settlement of funds is handled by the banks. This will be no different from a standard bank transfer payment created manually via the customers online bank portal. Funds usually settle on the next business day.

Can I ship goods or provide the service once Account2Account has provided an APPROVED response?

This is up to the merchant's discretion. This is because some banks allow their customers to cancel online payments before the transfer is actually settled. This means that there is a window where the customer if they wish to, could have made a payment via Account2Account and then cancel the payment manually via their own online banking portal before settlement. This risk can be mitigated by shipping goods/services once funds have settled.

What do I do if I need to refund a customer?

Merchants who need to refund their customers who have paid by Account2Account will need to refund via their merchant bank.

Can I test my Account2Account integration with test credentials?

No - Account2Account can only be used with live account details.

What are the possible A2A payment results?

PAYMENT RESULT DESCRIPTION

Success Payment have been processed successfully

Insufficient Funds Payment using A2A has failed due to insufficient available funds to complete the transaction

Logon Timeout Payment using A2A has been cancelled as your online banking logon timed out.

General Error Payment using A2A cannot be completed at this time due to service interruption

Possible Payment Error Payment was effected by service interruption, but payment has possibly occurred.

3D Secure Authentication

How does 3D Authentication work?

It requires the card holder to enter a password (only if the card holder is enrolled) as an additional step to entering their credit card details that is verified by the issuing bank. Once the issuing bank has verified the password, the user is then redirected back to the merchants web site.

What Payment Express products support 3D Authentication off the shelf?

3D Authentication is enabled off the shelf with the Hosted Payments Solution PxPay (where payment is taken on our secure pages).

What Payment Express products support 3D Authentication?

Any integrateable products that can ask customers for their password in real time can support 3D Authentication. It has to be real time, as passwords cannot be stored and aren't passed through a merchant application. An MPI (merchant plug in) will need to be present and integrated with our products if it doesn't come pre-configured with our own.

Australian Merchants

I am a CBA merchant trying to do Auth/Complete type transactions, but it's not working. Why is that?

Unless specifically mentioned, the default setup is for Purchase and Refund type transactions only. If you require Auth/Complete to be setup, please contact your Payment Express account manager.

Account2Account

What is account2account?

account2account (a2a) is an ecommerce solution that allows merchants to accept online bank transfers as an alternative to credit card based payments.

Why use account2account?

account2account provides an alternative online payment option for customers without credit cards, or for customers who prefer paying via online bank transfer. Coupling account2account with Payment Express credit card based payment products create a powerful solution that enables merchants to give their customers more ways to securely pay for goods and services online.

Who can use account2account?

account2account can be used by anyone who has access to online bank transfer functionality with a supported bank.

Do I need to download or install anything to use account2account?

No. There is no download necessary for customers to use account2account. All account2account software is hosted securely at Payment Express. Merchants will need to integrate to the account2account specification as per this document.

Does using account2account cost me anything?

For customers there is no cost to make payments using account2account, although online bank transfers fees may be applied by the customer's bank. For merchants please consult your account manager regarding your rate plan.

How does account2account work?

account2account provides a solution for merchants to accept payments directly into their bank account by creating a one-off online payment using the customer's online banking portal. This sort of facility is already widely used where a merchant provides their bank account details and customers pay by creating a one-off payment manually via their online banking portal. The key difference is that with account2account, the one-off payment is created on a secure page hosted at Payment Express. Payment Express can authoritatively inform the merchant when a payment is created and the customer is redirected back to the merchant's website once payment is created.

In terms of the customer experience, the customer will be redirected to a Payment Express hosted payments page when payment is ready to be taken. The customer simply selects their bank, follows the prompts and once the payment process is complete, the customer will be redirected back to the merchant website.

A basic demo of this service can be found here.

Is account2account secure?

The account2account page is securely hosted at Payment Express who are a Level 1 service provider and is compliant to PCI DSS Version 2.0. Click here for further info and to view our PCI DSS Compliance Certificate

Abiding by the comprehensive set of requirements of PCI DSS means that Payment Express use the latest security technologies to ensure the safe handling of all sensitive data. During the course of the account2account payment process, Payment Express does not store any of the customer's bank account information such as banking identifier or password. The same security features setup on the customer's bank account such as additional authentication methods are prompted during the course of the account2account payment process. Basically the same security technologies exposed by the banks are supported by account2account.

Does account2account store any of my account information?

No, Payment Express account2account will never store any bank account information. The information is inputted by the customer and is used to enable and facilitate the payment transfer only.

When will I see funds in my merchant account?

Settlement of funds is handled by the banks. This will be no different from a standard bank transfer payment created manually via the customers online bank portal. Funds usually settle on the next business day.

Can I ship goods or provide the service once account2account has provided an APPROVED response?

This is up to the merchant's discretion. This is because some banks allow their customers to cancel online payments before the transfer is actually settled. This means that there is a window where the customer if they wish to, could have made a payment via account2account and then cancel the payment manually via their own online banking portal before settlement. This risk can be mitigated by shipping goods/services once funds have settled.

What do I do if I need to refund a customer?

Merchants who need to refund their customers who have paid by account2account will need to refund via their merchant bank.

Can I test my account2account integration with test credentials?

No - account2account can only be used with live account details.

Batch Processor

Do file names matter to the Batch Processor?

File names for batches only matter locally in preventing the batch processor client from processing the same file twice. However, the actual name of the file does not impact upon the operation of the processor.

When using DPSBAT Batch Processor, does the Batch Processor ensure that files are not processed twice or must my application remove processed input files from the directory before starting a new processing run?

The DPSBAT Batch Processor ensures that records are processed once only and inclu[object Object]des full power-fail recovery. If power fails during a processing run, processing is resumed after restart at the correct record. DPSBAT will not process files twice as it ignores all files with _OUT as the last part of the filename and files are automatically renamed to have this extension as part of processing.

I am the IT support engineer here and have been installing your PX server and Batch Processor software as per the instructions I was sent. However, I cannot ping the IP address' you have listed?

You actually will not be able to ping us, as we only have a few ports open and the rest are behind a firewall. First you have to see if your own firewalls are letting you communicate outside on port 3007. Please telnet to our host instead on this port.

Card Verification Code 2 (CVC2)

Is CVC always validated?

CVC2 isn't validated by all banks/acquirers, so you should ask your bank if they support it. CVC2 should be requested even if your bank may not support it, as all cardholders will have this additional verification number.

Error / Response Codes

My customers are receiving responses that inform that their card type isn't accepted, why is that?

You may not have a merchant facility for a certain card type the customer is trying. Your merchant account with your bank will enable to take Visa &MasterCard payments. If you would like customers to be able to use their Amex and Diners cards for example, you will need a merchant facility with American Express and Diners as well. You will need to provide Payment Express with all merchant numbers for the merchant facilities you hold.

What happens if the cardholders bank or my bank is temporarily off-line for some reason? What kind of response will I get?

If your acquiring bank is down or the cardholder's, you usually will not get your standard declined response codes (expired card, insufficient funds etc). If you receive any bank response that seems unfamiliar you should contact your bank.

How can we tell whether responses are returned from our bank or from Payment Express? What is the difference?

Response codes are 2 digits and are returned as numeric responses from the bank. Payment Express errors will return alphanumeric response codes. For bank error codes you should contact your bank merchant services if you wish to query anything. For Payment Express responses you should contact our support help desk.

Payment Express is responding with the same error code regardless of the transaction we are sending. Why?

You should contact Payment Express support to help troubleshoot, as you may have some configuration issues.

General / Miscellaneous

There is no input field/property to allow the card type to be specified, Visa, MasterCard etc.

You do not need to specify the card type. Payment Express is online to the acquirer and the card type is determined from the card number. Card type used is returned for successful transactions in the Cardname property.

How do we enable refunds for the Data Entry Client?

Contact Payment Express and request Refunds for your logon name

Does my application need to retain the original card number in order to process a complete or refund transaction?

NO. Do not store card or expiry details, rather store just DPSTxnRef returned by the original transaction. BillingId can also be stored against a card number if you wish to re-bill a card in the future as well.

How does Payment Express handle Refund Transactions?

A refund transaction transfers (refunds) money from the Merchant account to a cardholder account. This transaction is used for example, when goods are returned or in other circumstances at the discretion of the merchant. Refunds need to be matched with their original purchase/complete transaction, which is returned its response as DpsTxnRef. Each component reference has a section on doing refund transactions. Also merchants have access to the Payment Manager to handle refunds manually, if they do not wish to build their own interface.

Is Cardholder name field validated?

No, the cardholder name is not validated. Only the card number and expiry date are verified by your bank. Also CVC and 3D authentication if you are enabled for those.

Is there a message that I can use to reassure my customers that their transaction will be secure?

Our privacy policy should be linked on your payment page.

Can Payment Express handle multiple simultaneous transactions?

Yes, we can. However each transaction needs to be processed by an electronic merchant number given to us by the merchant. So, how many simultaneous transactions we can accept depends on how many electronic merchant numbers you have.

What is a charge back?

A charge back occurs when a cardholder informs the credit card company that the charge was not authorised, or that goods were not delivered as promised. You should contact your bank's merchant services if you receive one of these.

Hosted Payment Page

What is the difference between PxPost/PX Toolkit and the Hosted Payments Page?

The difference is that PxPost takes payment on your secure payment page and you get the response given back to you in the post, whereas the hosted payments page takes payment on our secure servers after being forwarded from your site with the order details and we send you back the response to your insecure pages etc.

How do I get my logo to show on the Payments Page and change the titles for TxnData1,2 and 3 fields?

You can send any changes to these fields by sending support@paymentexpress.com the changes and images you would like made.

Invoices - A/C Receivable

Why aren't i just charged for successful transactions?

Our service is to validate transactions in real time with your bank. We validate every transaction whether it is returned as declined or approved and charge for every transaction verified.

My current invoice says I have done 850 transactions, however when I run a report it only shows 800. Why is there a difference?

Transactions are stored in our databases at UTC (GMT), so our invoices are generated in UTC time. You will need to set the report times to match GMT in the desired month.

I wish to pay my invoice by credit card for all future invoices. Is that possible?

Yes, automatic payment by credit card is now available. You can register your card for future billing, contact us to set up.

I wish to pay my invoices by direct debit, how do I go about doing that?

There is be a direct debit form on the brochures section of our web site that you can fill in and give to your bank. Alternatively you can contact our Accounts team at accounts@paymentexpress.com

I am currently getting charged overage on my latest invoice. Should I be on a higher plan?

All our rate plans are listed online and their costs, so you should be able to pick the best rate plan for your company. Rate plans can be adjusted before the start of the next month and our sales team would be happy to give advice on this matter.

My web site will be down for a while. Do I still have to pay Payment Express a monthly service fee?

If your account is fully paid up, then you can put your account in suspend mode, which will not encounter a reconnection fee.

When I pay my invoice by money/bank transfer, what should I put as the reference?

The best reference to use is the invoice number, but your legal name would also be

Multi Currency

I am a BNZ/NAB merchant and have customers trying to make payment in USD with their Amex and Diners cards and are getting errors. Why is that?

These acquirers process Visa & MasterCard payments only. If you have merchant facilities with Diners & Amex for example as well, those card types can only be processed in their home currency.

Which acquirers can support processing in currencies other than my home currency?

At this time, BNZ & the NAB are the only acquirers who support multiple currencies.

Payline - Payment Manager

How do I change my Payline Password?

There should be a link to go to - "Change Password" - under the options list.

I am getting a declined when trying to do a refund transaction. What is wrong with the transaction?

This could be a few things. Refunds need to be enabled on your electronic merchant number and a daily limit is set. You should contact Payment Express to see what your specific problem may be.

I get an invalid refund credential response when I try and process a refund transaction.

The password is the same that you use to login to the Payment Manager with, unless you are a customer of the BNZ. Then you should use their specific refund password. Also remember passwords are case sensitive and that Caps lock or Num lock etc are not on/off.

When I try and put through a refund transaction, I get a response R1 saying Daily refund limit is exceeded.

You will need to contact Payment Express to make sure that your user daily refund limit is set correctly.

After about an hour or so of using Payline, I get taken out of the screen with a timeout error. Why is that?

Payline works with Cookies and the default time-out period is limited to an hour, so you need to log back on if you wish to use it further. If you are a call centre you can contact Payment Express and ask them to set this for a longer period of time.

How can I refund a transaction?

Refunds can be done by going to the user login area at https://sec.paymentexpress.com/pxmi3/logon There should be a Refund button on the menu. From there it is a 2 step process.

Pre Sales

What is a Merchant Account?

A merchant account is a special bank account that enables your business to accept payment by credit card. Credit card payments can only be processed through a merchant account. You must have a merchant account in order to be able to accept credit cards.

Which acquirers can support processing in currencies other than my home currency?

At this time, BNZ and the NAB are the only acquirers who support multiple currencies. Please note that these acquirers process Visa &MasterCard payments only. If you have merchant facilities with Diners and Amex for example as well, those card types can only be processed in their home currency.

How long does it take to authorise a transaction?

Transactions are normally processed within 3-5 seconds.

What are MOTO transactions?

MOTO means Mail Order / Telephone Order. With MOTO transactions the merchant never receives a signature from the customer, but only the credit card number and expiration date.

What is SSL?

SSL (Secure Sockets Layer) is a method of ensuring that information submitted through your Web site is secure and cannot be accessed by unauthorised users. When a site offers an SSL-secured form, the information submitted via that form (typically credit card information) is encrypted using a special certificate key and then decrypted with another key after it has been transmitted. When users access a site secured with SSL using their browser, a symbol displays in their browser windows indicating that the site is secure.

We do not have a web site to take payments, as we are a MOTO merchant. Which solution would be best for us?

Payline would be the product of choice for taking orders over the phone and receiving mail orders. It is a virtual Eftpos terminal with an off-the-shelf interface to handle purchase, refund and auth/complete type transactions. Business intelligence comes included with full reporting of all transactions verified through us via PDF, CSV or RTF.

We have too many transactions to enter manually via your payment manager, what is the best solution for large transaction volumes?

Our Batch Processor would be the product of choice, as you can group all your payments into a spreadsheet (CSV file) to batch process in one go! You can integrate your billing system to output batch files for the Payment Express format, so that it payments are processed automatically. This solution is ideal for recurring billing.

I am new to the ecommerce market and am looking to accept payments online using Payment Express. Can you recommend any web hosting / web development companies that have a proven track record?

Payment Express selects its partners and resellers very carefully. Please visit the partners page for a list of our recommendations.

I currently have a merchant account with my bank. Is this all I need to accept payments via my web site?

You will need to setup an electronic merchant number with your bank. These types of accounts are setup specifically for accepting 'electronic/ecommerce' payments.

My bank has said that my web site needs to be 3D Secure compliant. What is this?

3D secure are schemes put in place to help mitigate fraud. Payment Express have developed a merchant plug-in for use with the Hosted Payments Page and can make this available to you at no additional cost. Please visit the 3D secure page for more information.

We would like to take payment on our own web site via our SSL certificate. What would be the best solution for us?

Payment Express have a range of Merchant Hosted Solutions pre-written APIs or Payment Express PxPost with it's XML interface for greater interoperability and cross-platform integration.

Do you have an integrateable solution for online payment pages that doesn't require me to purchase an SSL certificate?

Yes. Our Hosted Payments Solution PxPay2.0 product takes credit card payments on our own secure pages with SSL and then sends you back the response.

What banks does the Payment Express Gateway support?

See our connectivity pages for a list of banks that the Payment Express Gateway supports

Where can i find a copy of your latest rate plans?

Our rate plans are downloadable via PDF from the brochures section. If you have any questions about these or our latest specials you can contact our sales team.

What is a Payment Gateway?

A payment gateway links your web site to the credit card processing companies and your merchant account. When your customer enters his or her credit card number on your web site, the payment gateway obtains authorization for the charge, which will then settle into your merchant account.

What is an Acquiring Bank?

The acquiring bank is the bank in which the merchants merchant account is held, and from which funds are transferred into the merchant's local bank account daily.

What card types can the Payment Express Gateway handle?

Payment Express supports all major credit cards; Visa, MasterCard, Amex, Diners, Discover & JCB. Various white label cards can be accepted as well; Farmers, AirNZCard and Elders etc. Please note that not all acquirers and EFTPOS networks can support some of these card types.

What transaction types can the Payment Express Gateway handle?

Payment Express supports all major transaction types, including Purchase, Refunds and Auth/Complete.

EFTPOS

Does the Eftpos Terminal work in a Citrix environment?

Yes, the PINpad and Communication Server services need to be installed on the Citrix server. You need a free COM port on your terminal client (which is mapped through to your server) to connect the EFTPOS terminal.

Does the Eftpos Terminal work on an I.P capable network? What other connection types are available?

Yes, the internet (tcp/ip) is the main form of communication, but other redundant connections like GPRS are available.

Does every terminal need access to the internet?

No, they can talk across your LAN/WAN to a server that has the EFTPOS Communication Server installed. They can connect directly out as well if the terminal machine has the Communication Server installed as well.

How are refunds carried out by the merchant?

Refunds are done like normal purchase transactions (except TxnType will be "Refund"), where the credit card is keyed in or received by swiping the card (track data). A supervisor card is needed for each terminal in addition to this, which you need to request from your bank.

What happens when I get a "Transmission Error" response for a transaction?

Your 1st step should be to check if your telecommunications lines are still active and your Keyset hasn't changed. You should then proceed to contact Payment Express to help troubleshoot.

What is the CAID and CATID I enter when running the setup (configuration) of a terminal?

The CAID is the electronic merchant number you receive from your bank and is known as an ETSL or EFTPOS number. The CATID is the Terminal Id that is to be used with your electronic merchant number.

What is the HostId to use?

This should be 001 for live ETSL transactions. If you are using the ETSL test host, this will be 541. The Payment Express test network is 997 and will only work with Payment Express test cards.

When I use my EFTPOS client/POS, it freezes when it tries to do a transaction. What is the problem?

You need to have write/modify permissions on the EFTPOS installation directory for the system to work, as it needs to store temporary data on the system.

I have a few terminals in my shop, when I run setup (configuration) how do I know what terminal id (CATID) to insert?

This will be pre-configured in the installation. If this isn't set you should contact us.

What are the minimum system requirements for EFTPOS?

You need to have minimum Windows 2003 or XP with Internet Explorer 6 or greater to run Payment Express EFTPOS. You should have the latest patches installed as well for any required libraries.

Is the terminal fully compliant with the latest EMV standard?

Yes, it meets the new ETSL 6.0 standard.

When I go to do a transaction, I get a printer error message. Why is this?

The Pin pad client cannot find the printer driver to use. Go to the Receipt printer in "Printers and Faxes" control panel to make sure your printer is still listed. You will either need the printer spooler name in the pin pad config file or if it is the default printer this can be set as well.

Is the EFTPOS terminal fully compliant to the 3DES security standard?

Yes, the terminal uses 3DES security and TLS authentication

What happens if a transaction is declined when uploading EOV online?

Any receipts associated to a DECLINED offline upload must be kept and submitted to the bank with the signed receipt to recover payment.

Why am I now asked to enter a PIN when connecting a PINpad?

PIN entry is a new security function to prevent unauthorised swapping of terminals. When a terminal is disconnected a prompt will be displayed saying 'PINpad is connected enter merchant password'. You will be instructed to enter a PIN number of your choice the first time EFTPOS installer is installed. When the PINpad is re-connected or EFTPOS (PXPP) service is restarted the prompt will re-appear and will require the PIN to match. Note: If no PIN is entered and OK is pressed, the dialog will close and the terminal will be unable to logon because the terminal is expecting a PIN without displaying the dialog. To resolve the issue restart the EFTPOS (PXPP) service

When will the money processed in EOV mode reach my back account?

The money will be settled to your bank account as part of the settlement for the period in which the transactions were uploaded online to the bank. This will not necessarily be the same settlement period as that in which the transactions were processed offline.

Reconciliation

I am inquiring for the exact time a transaction will be settled. I am writing to confirm that transactions will have a "cut-off" point at which point transactions will no longer settle on the current day, but will settle the next day. Can you explain?

Banks settle in the evening depending on your merchant number (contact your bank for the exact time). Transactions that hit our system before this time settle on that day, and the next day for transactions after that time. Every transaction comes back with a settlement time from the bank (only if bank has this functionality), so they ultimately say when it is going to be settled. The money will appear in the early hours of the morning after settlement the previous night.

Where are the details that appear on our customers bank statements specified?

Apart from merchants using the FDRA Australian network, the bank specifies what will appear on the customers statements. If you would like a different name to appear on them, then you are best to contact your local bank representative. If you are transacting on the FDRA network, then you will need to inform us what you would like to appear on your cardholder's statements and also inform your bank.

What is the difference between the Transaction Date and the DateSettlement?

Transaction date is the date of authorisation, date settlement is the date that the transaction is applied to the merchant bank account.

Reports

What is the difference between the Transaction Date and the DateSettlement?

Transaction date is the date of authorisation, date settlement is the date that the transaction is applied to the merchant bank account.

I am trying to find my transactions processed today through the reporting system, but no transactions are showing up on the report?

What might be happening is that you have chosen the wrong date range. When you first logon the date range is set automatically to yesterday's date. Also note that the time range is from 0:00 to 0:00, so if you are looking for a transaction on the 22nd at 10 am, you will need to search from the 22nd to 23rd as the end date.

Regarding account reconciliation - the bank accounts do not give us the ability to distinguish between two orders received on the same day with the same price. Can reference numbers or order numbers appear on the statements? Who should we contact for this?

The banking networks do not allow any extra fields/references to be passed through to them. However, you should have the same balance on your bank statements as our reports. Our reports show the individual transaction and their responses.

Transaction Types

What is the difference between Purchase and Auth/Complete transaction type payments?

Purchase debits the card in real time, if you need to cancel the transaction because you do not have the stock or just not willing to ship the product you need to do a refund. Authorisation on the other hand, transfers no money. It validates the card and guarantees it will be approved for the amount and ties the funds up for seven days. If you do not wish to take money from the client you literally do nothing, and the hold on the money will expire after 7 days. If you wish to take payment you can complete it within 7 days.

I wish to switch from "Purchase" type transactions to an Auth/Complete transaction type model. Please tell me the process?

You will need to contact us to turn on any new functionality and receive advice on what needs to change in your systems. Also your electronic merchant number with your bank needs to be set up for the "tipping" (Auth/complete) transaction type. Payment Express can help confirm this.

What is the difference between an Auth transaction and a Validate transaction?

Validate just makes sure it is a valid card and authorizes a dollar charge, so that you know it isn't an expired card or stolen etc. It is used for token billing purposes as a 1st transaction to store a billing id at the same time. Alternatively you could charge the card with a purchase. Note that the Validate transaction type is not enabled by default on live accounts. Please make a request to Payment Express Support if you would like to utilise this transaction type.