Frequently Asked Questions

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Home > Merchant services support > Payment Gateway Support > Frequently Asked Questions

Before contacting PayPoint.net technical support, the following information may allow you to resolve the problem or query yourself. If your query is not covered in the below questions and the answer can not be found on our website please feel free to contact our technical support team.

Service

Customer Service

Technical


Service

Q What support do you provide?
A

Telephone support is available during standard office hours Monday to Friday or Out Of Hours in the case of an emergency only. Email support is available 24/7 and will be responded to as soon as possible.

General & Technical enquiries  +44 (0)845 2585 890

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Q Do you provide fraud detection?
A

We have a number of tools to aid fraud detection and protect the merchant.

  • AVS address verification and CVV2 (dependant on acquirer)
  • 3D Secure standards incorporating Vertified by Visa and MasterCard SecureCode

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Q Can I sell by subscription?
A

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.

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Q How do I refund a customer?
A

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 direct interfaces and authority protocols (larger customers only).

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Q Is there a micro payment facility?
A

Card transaction of less than £5 need a prior arrangement with PayPoint.net.

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Q Can my customers pay in their own currency?
A

Yes they can by using PayPoint.net, however, not all of the banks support multi currency. Please contact your acquiring bank for details.

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Q Is it secure?
A

PayPoint.net provides all the security required for the transmission and storage of card details using SSL, encryption minimum 128 bit and firewalls. Should you be looking at very high transaction volumes, we are happy to negotiate a different tariff structure for you, we are also able to offer software.

* Charity rates available on request
Please note PayPoint.net operates a "no hidden charges" policy

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Q What are your terms and conditions?
A

We have an initial 12 month contract, with a 3 month termination clause thereafter.

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Q Do I need to be a limited company?
A

No, you do not.

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Q Which cards can I accept?
A

PayPoint.net supports MasterCard, Visa, and their derivatives as well as Switch, Delta, Solo, and JCB depending on which acquiring bank you are using. American Express and Diners Club Require an additional merchant number direct with them.

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Q How long does it take to become a PayPoint.net customer?
A

Registration with PayPoint.net takes about 10 minutes! However we do need 2 working days notice for set up with the bank before you can take live transactions.

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Q When do I receive the money?
A

With a standard Internet merchant account the money will be processed into your bank account in 2-3 working days. For those merchants unable to get a standard facility Barclays en@ble has a deferred payment of up to 45 days to cover their risk.

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Q Can you set up an Internet merchant account for me?
A

No, you will need to do this direct with the acquiring bank yourself but we can help and advise you.

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Q Which Bank must I have a merchant account with?
A

We currently clear through; Barclaycard Merchant Services, Bank of Scotland, HSBC, Streamline (Nat West/Royal Bank of Scotland/Ulster Bank), Lloyds TSB, euroConex (Alliance & Leciester/Bank of Ireland), JCB, American Express, Paymentech and Diners Club.

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Q What do I need to take card payments?
A

You will need an account with PayPoint.net, sign up now. You will also need an Internet merchant number 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. For existing merchant you will need an additional merchant number specifically for the Internet. If your bank is not on the list please contact us.

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Q Can I use my existing terminal?
A

The banks require that these transactions are kept separate from traditional MOTO (Mail Order Telephone Order). All Internet transactions need to be processed through an additional Internet dedicated number.

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Customer Service

Q What is my account name?
A

Your PayPoint.net account is given to you when you register and is stated as your PayPoint.net merchant id, this needs to be quoted on all correspondence so that we can locate your account and deal with your request efficiently.

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Q How do I reset my password?
A

If you need to reset your password before it has expired, then you can do this by logging into the PayPoint.net site and amending it yourself.

If your password has expired or you have not logged in for at least 4 weeks, then you will need to send an email to requesting a password reset and quoting your PayPoint.net merchant id. One of the Customer Service team will telephone you, confirm some security questions with you and then issue you a new password.

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Q How do I activate my account?
A

To activate your PayPoint.net account you will need to send an email and request your account to be activated. You will need to quote your PayPoint.net merchant id, the name of your merchant bank and your internet merchant account number which your merchant bank will have issued you with.

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Q How long does it take to activate my account?
A

The length of time it takes to activate your PayPoint.net account depends on your merchant bank. The maximum length of time is 3 working days.

The only time this will take any longer is if there is a problem with the information supplied to us and the information held by your merchant bank. You will need to ensure that both PayPoint.net and your merchant bank have the same sort code and bank account details and that the internet merchant number issued by your merchant bank is set up for PayPoint.net. If the bank details are incorrect then it can delay the process by up to 3 working days, if the internet merchant number is not set up for PayPoint.net then this could delay the process by at least 2 weeks.

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Q How do I add additional currencies to my account?
A

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 and then you will need to contact PayPoint.net at requesting these currencies are added to your PayPoint.net account and give any additional information the merchant bank may have issued you with, such as additional merchant numbers.

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Q How do I pay my set-up and registration fee?
A

Payment can be made at the time of registering via a credit or debit card, or by cheque.

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Q How do I pay my monthly PayPoint.net invoice?
A

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.

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Q Who do I contact to find out where my money is?
A

When you need to see where your transaction funds are you will need to contact your merchant bank, PayPoint.net do not handle any monies, this is all done between you and your merchant bank.

Useful Merchant Bank Helpline Numbers:

BMS: 0870 6060060

A&L: 0845 8500195

HSBC: 0845 7023344

LLOYDS TSB: 01268 567100

STREAMLINE: 08457 616263

DINERS CARD: 0800 3892224

BANK OF SCOTLAND: 01268 567105

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Q I have a query on integration?
A

If you are experiencing any problems with integration then you should contact our support team on +44 (0)8701 904156.

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Q Can PayPoint.net help me prevent chargebacks on my account?
A

PayPoint.net provide it's merchants 3-D secure, free of charge - the authentication system from Visa and MasterCard. 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

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Q How do I get the card details of possible fraudulent transaction (code 10)?
A

If you suspect a transaction is fraudulent you can obtain the card details from us by contacting . You will need to quote your PayPoint.net merchant 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.

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Q You have taken money from my card for goods I have purchased through your website, and I want a refund.
A

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.

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Q I am a customer and I have not received my goods I ordered through your webite.
A

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.

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Technical

Q Where can I find documentation for integrating with PayPoint.net?
A

Below is a list of links to documentation for all of the PayPoint.net integration technologies available:
 

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

You can find a security message that can be used on your website or can be linked from your website here

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Q Where can I find more information, is there a user manual?
A

You will find our user manual at here

If you can't find the information you require in these FAQ's or the user manual, you can contact us directly.

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Q I am having problems with the email parameters.
A

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.

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Q I haven't received a confirmation email for one of my transactions.
A

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

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Q What does the "insufficient virtual circuits" error message mean?
A

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.

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Q How can I refund a transaction?
A

Refunds can be done by going to the user login area of the PayPoint.net site: https://www.paypoint.net/secnet/app

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.

 

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Q How do I defer payments?
A

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').

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Q Why doesn't my site show the security padlock when it uses frames?
A

Your site is operating in a frames environment, so the bit in which you are inputing your credit card details has a different security level to the menu at the side.
As such, your browser will not indicate the padlock, as only part of the screen is secure (i.e. the payment bit).

Apart from our assurances, you can carry out the following checks to view the security.

Use the right hand mouse button to click on the payment part of the screen, and select properties. You can then view the encryption and certificate information that is in place for the part of the screen.

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Q How can I test my site?
A

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.

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Q How do I change what appears on a customers credit card statement?
A

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.

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Q Can I modify the payment form?
A

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 'Lite' customers.

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Q What does a "buffer timeout" error message mean?
A

A transaction which receives a message of "Buffer Timeout" occurs when we have attempted to get a response from the bank three times at which point we must give up.

If you are using the redirect method to our server, we will then notify the customer that the is a problem with bank communication and invite them to try again after a few minutes.

If you are using the server side request method, you will need to handle this response in your own code.

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Q What is the Secret Key and Confirm Key in Actinic Catalogue?
A

The Secret Key and Confim Key in the payment setup for Actinic Catalogue are referred to as the Message Digest by PayPoint.net. The two values should be set to the same as your message digest key which can be setup in the user login area of the PayPoint.net website. You should click on change remote passwords and setup a new password for the message digest.

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