Frequently Asked Questions
Got a question about your PayPoint.net account? Need a quick response? To help you, we have compiled a list of the most common questions our clients ask (whether it be around integration, settlement or your back office Extranet), for you to refer to.
Can't find your question below? Help is at hand. Contact our Merchant Services team via email or on +44 (0)845 2585 890 and we can help you with your query.
Service FAQS
- What support do you provide?
- Do you provide fraud detection?
- Can I sell by subscription?
- How do I refund a customer?
- Is there a micro payment facility?
- Can my customers pay in their own currency?
- Is it secure?
- What are your terms and conditions?
- Which cards can I accept?
- How long does it take to become a PayPoint.net customer?
- When do I receive the money?
- Can you set up an Internet Merchant Account for me?
- Which Bank must I have an Internet Merchant Account with?
- What do I need to take card payments?
Customer Service FAQS
- What is my account name?
- How do I reset my password?
- How do I activate my account?
- How long does it take to activate my account?
- How do I add additional currencies to my account?
- I have a query on integration?
- Can PayPoint.net help me prevent chargebacks on my account?
- How do I get the card details of possible fraudulent transaction (code 10)?
Financial FAQs
- How do I pay my set-up and registration fee?
- How do I pay my monthly PayPoint.net invoice?
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Who do i contact to find out where my money is?
Technical FAQs
- Where can I find documentation for integrating with PayPoint.net?
- Is there a message that I can use to reassure my customers that their transaction will be secure?
- Where can I find more information, is there a user manual?
- I am having problems with the email parameters.
- I haven't received a confirmation email for one of my transactions.
- What does the "insufficient virtual circuits" error message mean?
- How can I refund a transaction?
- How do I defer payments?
- How can I test my site?
- How do I change what appears on a customers credit card statement?
- Can I modify the payment form?
Cardholder Faqs
- You have taken money from my card for goods I have purchased through your website, and I want a refund.
- I am a customer and I have not received my goods I ordered through your webite.
Service FAQs
Email and telephone support is available during 9.00 – 5.30 Monday to Friday. Emergency Out Of Hours is also available. For general & technical enquiries our support team can be reached at support@paypoint.net or +44 (0)845 2585 890
Do you provide fraud detection?
We have a number of tools to aid fraud detection and protect the merchant:
- AVS address verification and CVV2 (dependent on acquirer)
- Support for 3D Secure standards incorporating Verified by Visa and MasterCard SecureCode
- Inclusive protection from the 3rd Man screening service
- Fraud Toolbox available on Gateway freedom product at additional cost
Your PayPoint.net account can be set to take repeat transactions over any time period for the same amounts. You can also take additional payments from customers for subsequent orders without needing their card details.
By using your PayPoint.net account login to our server you can manually refund part or full transactions, alternatively these can be partially automated using our Gateway Freedom solution.
Is there a micro payment facility?
There is no limit on our Gateway Hosted solution. Our Gateway Freedom service must be set to £1/ €1/ $1.
Can my customers pay in their own currency?
Yes they can by using PayPoint.net, however, not all of the banks support multi currency payment processing. Please contact your acquiring bank for details.
PayPoint.net provides all the security required for the transmission and storage of card details using SSL, encryption minimum 128 bit and firewalls. Our Gateway Hosted solutions are PCI DSS certified and all of our products support 3D Secure (Verified by visa & MasterCard SecureCode).
What are your terms and conditions?
We have an initial 12 month contract, with a 3 month termination clause thereafter. Please refer to our Gateway Standard Terms of Business
PayPoint.net supports MasterCard, Visa, and their derivatives as well as Maestro, Delta, Visa Debit, Solo, Laser and JCB depending on which acquiring bank you are using. American Express, and Diners Club require an Internet Merchant Account with them.
How long does it take to become a PayPoint.net customer?
Registration with PayPoint.net takes about 5 minutes! However we do need 1-2 working days notice for set up with the bank before you can take live transactions.
This is dependent on your acquiring bank that you got your Internet Merchant Account with. Please contact your acquiring bank to check their settlement terms.
Can you set up an Internet Merchant Account for me?
Yes we can. We help many start-up businesses secure an Internet Merchant account. All of our +IMA solutions include an Internet Merchant Account as well as the Payment Gateway. We are able to arrange an Internet Merchant Account for you in 24 hours on our Gateway Hosted +IMA service.
Please contact our sales team on +44 (0)800 810 0136 or email sales@paypoint.net for more information.
Which Bank must I have an Internet Merchant Account with?
We currently clear through; Barclaycard Merchant Services, Bank of Scotland, HSBC, Streamline (Nat West/Royal Bank of Scotland/Ulster Bank), Lloyds TSB, Elavon (formerly euroConex), Alliance & Leicester/Bank of Ireland, HBOS, JCB, American Express, Paymentech and Diners Club.
What do I need to take card payments?
To begin you will need to register an account with PayPoint.net. Start building your solution here. You will also need an Internet Merchant Account from one of the acquiring banks we authorise through. For new business we can advise you as to the most appropriate bank and how to approach them.If you are finding it difficult to secure an Internet Merchant Account bank then contact us as we can arrange one for you with our +IMA solutions.
Customer Service FAQS
Your PayPoint.net account is given to you when you register and is stated as your PayPoint.net Account ID. This needs to be quoted on all correspondence so that we can locate your account and deal with your request efficiently.
If you need to reset your password before it has expired, then you can do this by logging into your Extranet back office (SECNet) and amending it yourself. For security reasons we reset our passwords on your back office every 90 days. Log into your Extranet now. (Your login is located into your top right hand corner on our website) and follow the prompts. Your new password will be emailed to you which you will have the opportunity to change to something more memorable.
To activate your PayPoint.net account you will need to send an email to support@paypoint.net and request your account to be activated. You will need to quote your PayPoint.net Account ID, the name of your merchant bank and your Internet Merchant Account number which your Merchant Bank will have issued you with.
How long does it take to activate my account?
This is dependent on your acquiring bank, please contact them for further details. We log the request once it has been received but it will depend on your individual bank.
How do I add additional currencies to my account?
If you require additional currencies added to your account then you will need to contact your merchant bank in the first instance requesting these additional currencies. You will need to contact us at support@paypoint.net requesting these currencies are added to your PayPoint.net account and provide us with additional Internet Merchant Account numbers that your merchant bank has issued you with.
I have a query on integration?
If you are experiencing any problems with integration then you should contact our support team on +44 (0)8701 904156. Alternately please refer to our Technical FAQs below.
Can PayPoint.net help me prevent chargebacks on my account?
PayPoint.net provide our clients with 3D Secure - the authentication system from Visa and MasterCard (Verified by Visa & MasterCard SecureCode). The systems help to ensure that the risk of fraud stays with the card issuer, rather than the merchant, and add an extra level of security to all online transactions between PayPoint.net merchants and their customers. You should contact your merchant bank to see whether they apply any additional fees for this service and verify which card types are covered by this scheme with them. To find out further details about 3-D Secure click here
How do I get the card details of possible fraudulent transaction (code 10)?
If you suspect a transaction is fraudulent you can obtain the card details from us by contacting support@paypoint.net. You will need to quote your PayPoint.net Account ID and the details of the transaction. Once you have the card details you will need to contact your merchant bank who will be able to provide you with further information.
Financial FAQs
How do I pay my set-up and registration fee?
Payment must be paid up front via a credit or debit card.
How do I pay my monthly PayPoint.net invoice?
Monthly PayPoint.net invoices can be paid as follows:
- By bacs transfer.
- By cheque quoting your invoice number and PayPoint.net merchant id on the back. This should be posted to the address on the top of the invoice.
- By manual payment through your PayPoint.net website.
- By setting up a continuous authority; you will need to contact us with your credit or debit card details which we will enter into our system, when your invoice is produced and sent to you it will state PAID on it.
Who do I need to contact to find out where my money is?
When you need to see where your transaction funds are you will need to contact your merchant bank as they settle your funds, PayPoint.net do not handle any monies, this is all done between you and your merchant bank.
Technical FAQs
Where can I find documentation for integrating with PayPoint.net?
Below is a list of links to documentation for all of the PayPoint.net integration technologies available:
Is there a message that I can use to reassure my customers that their transaction will be secure?
You can find a security message that can be used on your website or can be linked from your website here
Where can I find more information, is there a user manual?
You will find our user manuals here. If you can't find the information you require in these FAQ's or the user manual, you can contact us directly.
I am having problems with the email parameters.
When passing the email setting parameters, please can you either pass them all as individual form fields, or all as options parameters. You cannot play mix and match. If any of the mail parameters are sent separately from the options parameters, they will overwrite the mail settings in the the options parameters.
I haven't received a confirmation email for one of my transactions.
The only definitive order confirmation is via the User Login Reports on our Website. Use of email to support business processes leaves your system open to misuse, as emails are easily spoofed. It is not PayPoint.net's policy nor is there any standard procedure to resend emails which have failed to be collected for whatever reason. Emails are a courtesy function and should be treated as a 'useful but not vital' facility provided by PayPoint.net
What does the "insufficient virtual circuits" error message mean?
The "Insufficient Virtual Circuits" message occurs when the number of concurrent transactions queued to process on your virtual terminal exceeds the timeout period allowed to complete any one transaction. Under normal circumstances it will only occur if you are processing lots of transactions at the same time. If this becomes a persistent problem, you will need to discuss increasing the number of virtual circuits available from us. This may involve additional costs.
How can I refund a transaction?
Refunds can be done by going to the user login area of the PayPoint.net site. Follow these steps:
- Enter your username and password.
- Select 'View Transactions'.
- Change the report type drop down to 'Statement'
- Enter the date of the original transaction in the format 'yyyymmdd' into the criteria field.
- Click on 'view transactions'
- Locate the transaction you wish to refund, and click on the 'Refund' link next to the transaction.
- This will take you to a screen where you may change the amount to refund.
- When you are happy with the amount to be refunded, click on the 'refund' button.
- After a short while the statement report should appear with the refund showing.
There is an extra option available, namely 'deferred', if set to true then the payment will be authorised for one currency unit (e.g. 1 GBP) and held on our database as deferred. It can later be released either through the statement on the secure merchant transactions viewer or remotely using SECVPN (both of which require an extra password to do this).
When released it will be authorised again for the full amount and queued for clearance to your bank account if authorised. Note it is possible (especially if a long time has passed) for the release to fail though this is not very common, so don't ship goods until the release has been done successfully. In summary put deferred=true in the comma delimited list of options (i.e. in the value field of the form parameter 'options').
Testing your site communicates with PayPoint.net correctly and returns appropriate responses you may set a flag in the 'options' parameter as follows:
- test_status=true will test a successful transaction
- test_status=false will test a failed transaction
These tests take place without contacting the bank for authorisation. Please remember to remove the flag when going live.
How do I change what appears on a customers credit card statement?
What appears on a customers credit card statement is defined by your acquirer (Bank). If you need to change this, you will need to contact them and ask them to change the details to the reference on your account.
Can I modify the payment form?
PayPoint.net support full customisation of the card input screen. To do this, you will need to take our template, modify it, and then request a login to upload this to our secure server along with any images that you reference within the form. All images must be referenced with a full URL in the format http://www.PayPoint.net/users/[PayPoint.net merchant id]/[imagename] The template itself must be referenced as http://www.PayPoint.net/users/[PayPoint.net merchant id]/[template name] Note: the ability to customise the template is not available to 'Gateway Hosted' customers.
Cardholder FAQs
You have taken money from my card for goods I have purchased through your website, and I want a refund.
Any goods purchased through PayPoint.net's merchants are the responsibility of the company who own and run the website. We do not handle any monies and cannot provide a refund. You will need to contact the company directly, please refer to the company contact details on their website.
I am a customer and I have not received my goods I ordered through your website.
Your order is the responsibility of the company you have purchased from and you will need to contact them directly, please refer to the company's contact details on their website.
