Maintain your transactions
1. Confirm authorised transactions
Go through the following steps if you want to process and confirm your transactions with the payment procedure "Data capture by the trader (manual or automatic)":
- Select this option at "Configuration > Technical information > Global transaction parameters > Default data capture (payment) procedure".
- Confirm the transaction manually when the status is “5 - Authorised”. An authorisation is only a reservation of the amount on your customer’s card/account (or a match against a blacklist). It does NOT implicate a payment.
- Look up the transaction via "Operations > View transactions".
- Click the "Confirm Payment (data capture): XXXXXXXX/X" button at the bottom of the order details tab.
- The status changes to “91 - Payment processing".
- Once we have received the confirmation of data capture from your acquirer, the status changes to “9 - Payment requested". This status means we have requested your acquirer to transfer the money that had been reserved to your bank account. As it is your acquirer that transfers the amount to your bank account, we are unable to say exactly when you will receive the payment.
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2. Delete and refund payments
2.1 Delete a payment
A payment deletion is the action of cancelling a payment request made to an acquirer. This is only possible for credit card payments. The deletion of a payment implies that the money normally is not withdrawn from the customer's bank account (neither debit nor credit performed on the customer's bank account).
Constraint: a payment may be deleted on the day of the data capture up until the cut-over time (as configured for your account). The cut-over time is when we send all payment requests to the acquirer. The cut-over time can vary depending on the acquirer, but is usually 16:00h or 24:00h CET. If the customer changes his mind after this deadline has expired, you will need to reimburse the money.
To delete a payment:
- Look up the transaction via "Operations > View transactions".
- Click the "Delete payment: XXXXXXXX/X" button at the bottom of the "Orders" tab.
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2.2 Refund a payment
A refund implies that the money had initially been debited and was later credited back to the cardholder’s bank account. Both movements will appear on the cardholder’s statement.
Constraints:
- The option needs to be activated for your account (to be requested to our Sales team).
- Your acquirer must allow refunds.
- Refunds must be possible for the specific payment method. The availability of the refund option depends on your subscription.
If your acquirer doesn't allow automated refunds, refunds must be performed directly by your acquirer.
How to refund a payment?
- Look up the transaction you want to refund via the "View transactions > Transaction details".
- Click on the “Refund” button which is displayed at the bottom of the "Orders" tab. You can also log a reason for the refund.
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| Do you want to refund more than the paid amount? For credit cards it's possible to make a refund for a higher amount than the originally paid amount. However, you need to bear the aforementioned constraints in mind, together with the possibility whether your credit card acquirer supports this "exceeding refund" possibility. Also, the Partial maintenance option needs to be activated on your account, so that you can change the original amount in the transaction overview. If you wish to make use of this functionality, you need to contact our Sales team. |
3. Special operations on authorised transactions
Requesting an authorisation implies checking the validity of a card/account and the amount of money available on it. Each acquirer can then reserve the specific amount of money requested on the customer's card/account for a predefined period of time and for a specific merchant.
Besides requesting an authorisation, our system also allows you to delete and renew authorisations and perform manual authorisations. The latter two operations are only possible for credit card payments.
3.1 Delete an authorisation
Whenever a transaction is authorised, it means the acquirer is reserving a specific sum on the customer’s card/account (or the request is matched against a blacklist), to be paid to you when the payment is requested. Although our platform allows you to delete an authorisation, not all acquirers support this type of operation.
To delete an authorisation via our platform, look up the transaction via the “View transactions” selection screen and click on the “Cancel authorisation” button at the bottom of the order details page. We will simulate the authorisation deletion in any case, even if the acquirer doesn’t support this operation.
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3.2 Renew an authorisation
An authorisation’s validity period depends on the acquirer. The exact authorisation period is specified in the contract with your acquirer. If the authorisation has not been followed by a data capture (payment request) within this period, the authorisation may have expired.
You could request the payment anyway (without a valid authorisation), but the payment may be refused (e.g. in the event of insufficient funds).
Before requesting the payment, you could renew the authorisation in your back office. This means you are requesting the acquirer to reserve the money for you once again. However, it is possible that the cardholder has used his card in the meantime and that there are no longer sufficient funds for you to be paid.
To renew an authorisation, look up the transaction via the “View transactions” selection screen and click on the "Redo authorisation" button at the bottom of the order details page (if the button is not immediately available, click on the "Advanced" button first).
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If the original authorisation was obtained with the 3-D Secure protocol, the original 3-D Secure conditions may no longer apply to the renewed authorisation. In accordance with the VISA International and MasterCard International Regulations, the customer has to identify himself for each authorisation in order to benefit from the 3-D Secure guarantee. The 3-D Secure conditional payment guarantee rules are exclusively managed between the merchant (you) and his acquirer. Please contact your acquirer for more information. |
Contact us to activate the options.
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3.3 Perform a manual authorisation
Sometimes the acquirer does not issue the authorisation automatically, e.g. when you have reached your permitted transaction limit. The acquirer will refuse the authorisation and return a message asking you to contact its merchant call centre. When you contact the acquirer and he decides to issue the authorisation, he may give you an authorisation code over the phone.
You can enter the authorisation code the acquirer has given you (over the phone or via fax, etc.) in your back office. Look up the transaction via the “View transactions” selection screen. When you invoke the transaction details, you will see a “Manual Authorisation” button at the bottom of the page (if the button is not immediately available, click on the "Advanced" button first). Enter the authorisation code the acquirer has given you in the field next to the “Manual Authorisation” button and click the “Manual Authorisation” button.
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As the merchant, you are fully responsible for the manual entry of the authorisation code, even if the transaction is in status 9 afterwards and no actual payment is performed. If you have a 3-D Secure contract with your acquirer, the 3-D Secure conditions which apply for a standard authorisation issued via the 3-D Secure protocol, may differ from those for a manual authorisation. In accordance with the VISA International and MasterCard International Regulations, the customer has to identify himself for each authorisation in order to benefit from the 3-D Secure guarantee. The 3-D Secure conditional payment guarantee rules are exclusively managed between the merchant (you) and his acquirer. Please contact your acquirer for more information. |
4. Partial and Multiple operations
Partial operations allow you to perform data captures, authorisation cancellations and refunds for a smaller amount than the original order.
The availability of the partial and multiple operations options depends on your subscription and whether your acquirer allows these operations. Contact us to activate the options.
When the partial operations option is enabled in your account, next to the maintenance buttons at the bottom of the order details page, you will see entry fields where you can enter an amount.
When the multiple operations option is enabled in your account, you will see a “Last one” check box next to the text fields where you can enter an amount.
4.1 Partial operations
To perform a partial data capture/refund/authorisation/deletion, you have to go to the detailed transaction page, where you will find the "Confirm Payment (data capture)"/refund/"Delete authorisation" button at the bottom of the page.
- Fill in the partial amount in the field next to the respective button (by default, the full amount will be entered).
- Click the respective button and confirm.
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Do you prefer automated operations? Data captures
Refunds
Authorisation deletion
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4.2 Multiple operations
To perform multiple data captures/refunds or an authorisation deletion leaving the transaction open for further maintenance operations, you have to go to the detailed transaction page where you will find the "Confirm payment (data capture)"/refund/"Delete authorisation" button at the bottom of the page.
- Fill in the partial amount in the field next to the respective button (by default, the full amount will be entered).
- Tick the “Last one” tick box if this is the last operation you want to perform on this transaction OR disable the “Last one” tick box if you still wish to perform a subsequent operation on this transaction (e.g. request 50.00 EUR for the goods you already dispatched the customer and request the remaining transaction amount when you dispatch the rest).
- Click the respective button and confirm.
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Do you prefer automated operations? Data captures
Refunds
Authorisation deletion
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5. Delete a transaction
Following new GDPR requirements, a new button allows you to permanently delete all information held on a particular transaction. The information will be deleted 90 days from the original transaction date. If the transaction is older than 90 days then the data will be deleted within 24 working hours. Once deleted, this information cannot be recovered and will not appear on any MI reports, so please ensure you run any reports where you need this transaction information to be present before you purge any data.To delete a transaction:
- Go to menu OPERATIONS > VIEW TRANSACTIONS and locate the “Set to” button next to "Purge date".
- Click on the button. A pop-up displays to confirm or cancel the action.
FAQs
With the activation of your account, our Reconciliation tool is automatically available to you if you have a Full Service account or you benefit from Collect acquiring. This enables you to easily reconcile the payments you receive on your bank account with the orders/transactions in your Worldline account. To read more about Reconciliation tool click here.
In your Worldline account menu, you can easily lookup your transactions by choosing "Operations" and then clicking either "View transactions" or "Financial history", depending on the type of transaction results you're looking for.
Go to Consult your transactions for more information.
By default you can send goods or deliver your service once a transaction has reached the status "9 - Payment requested". However, although status 5 is a successful status, it's only a temporary reservation of an amount of money on the customer's card. A transaction in status 5 still needs to be confirmed (manually or automatically) to proceed to the status 9, which is the final successful status for most payment methods.
Go to Transaction statuses for more information.
You can easily refund a payment with the "Refund" button in the order overview of a transaction (via View transactions). If your account supports it, you can also make refunds with a DirectLink request or with a Batch file upload (for multiple transactions).
Please note that the Refunds option has to be enabled in your account.
Go to Maintain your transactions for more information.
A full green thumbs-up icon means that the transaction was completed with a 3-D Secure authentication method, such as Digipass or a card reader. However, it doesn't necessarily mean the payment itself was processed successfully. Therefore, you should always check the transaction status to know whether you'll receive your money.
Go to Transaction statuses for more information.
If you want to check specific details of an order/transaction or perform maintenance on transactions, you should use View transactions. "Financial history" is the most convenient to periodically check incoming and outgoing funds.
For more information, go to View transactions vs Financial history.
You can only perform refunds on transactions which have already received status 9 for at least 24 hours. A cancellation or deletion can be done within approximately 24 hours after final status has been received (status 9 or 5).
To know the cut-off time of the acquirer, we recommend you to check directly with our Customer Care department.
There are different reasons why you can't refund a transaction. You need to consider the following (with the condition that the Refund option is enabled in your account):
- The transaction is in an "incomplete" status, such as a pending or erroneous status (91, 92 etc.) that doesn't allow the refund operation.
- If the transaction is authorised (status 5), at which point no payment has been made yet. In this case you have to cancel the authorisation instead of refund.
- The used payment method doesn't support the refund functionality, which can be the case with certain debit cards, web banking methods and "offline" payment methods such as Bank transfer.
Once a transaction reaches status 9, meaning that the customer has paid, the acquirer or bank will deposit the money to your account. The time when this payout occurs differs per payment method and acquirer. We recommend you to check directly with the acquirer or bank, if you believe you're not receiving your money in a timely manner.