Merchant Services Manual

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1 Merchant Services Manual

2 Index How to Set up Cart32 Gateway.3 Important Information Declined Transactions.7 What is a Batch?... 8 Void versus Refund 8 Virtual Terminal versus Virtual Point of Sale..8 Qualified, Mid-Qualified, Non-Qualified Transactions..8 Feature Instructions Cart32 Administration & Gateway32 9 Virtual Terminal..5

3 Congratulations on being approved for Cart32 Merchant Services! Using Cart32 Merchant Services in conjunction with your Cart32 shopping cart simplifies managing your ecommerce business. If you have any questions regarding the gateway or your merchant services account, please feel free to contact Cart32. Cart32 Support Information: Phone: Office Hours: Monday Friday 8:00 am 5:00 pm CST Emergency Support is available by phone. Setting up your gateway is very simple. Follow the instructions listed below and you will be processing credit card transactions through Cart32 in no time! Step One: Log in to your Cart32 Administration Click on the gateway32 tab

4 Step Two: Go through the set-up wizard (steps 1 4) Step 1: Next Step 2: Enter the Registration Code from the sent to you by Cart32 Step 3: Click Next Step 4: Read through the terms and conditions, then check the box I accept these terms and conditions

5 Step Three: Cart32 Gateway Setup Cart32 Gateway Setup is one of the MOST IMPORTANT elements to setting up your Gateway. This area holds the AVS and CVV2 verification. Setting this area up will help you get better rates from the Credit Card processor. Cart32 suggests the following AVS and CVV2 Setup: Address Verification (AVS) Rejection Options o No address or zip match (N) Card Validation Code (CVV2) Rejection Options o Does not match the card (N) You will notice two red boxes in the image above. Please read the description below and select the options as needed for your company.

6 Real Time Options Authorize and capture funds at the time of the order o Choosing this option will automatically set the authorization to capture the evening of the order. Batches normally process around midnight each night. Only authorize funds at the time of the order o Choosing this option will authorize the card, but will not set it up for capture. You will need to force this transaction in the gateway or set a capture option (more information in the capture options section below). Do not authorize or capture funds at the time of the order o Choosing this option will NOT authorize or capture the funds. You will need to force the authorization and capture for each transaction. Capture Option This option links to your Cart32 Administration. When viewing your orders you will notice there are different statuses available for each order. The pre-set status options for orders are: In Process, Shipped, Back Ordered, and Cancelled. You can set the authorization to capture when the status of the order has been changed in the Cart32 Administration. Congratulations! Your gateway is now set up! To verify that you are processing credit cards through the Cart32 system, please review the Enterprise Tab in your Cart32 Administration.

7 Payment Gateway = Cart32 Gateway

8 Important Gateway Information Declined Transactions Transactions can be declined in two ways: by the card processor or by the gateway. You can see why transactions are declined by looking in your gateway32 Unsettled Transaction -> Recent declined charges. If the Auth Info comes back with a NUMBER (ex: DECLINED 05) this is the card processor declining the charge. Declines of this nature can be: Insufficient Funds, Expired Card, Hold on Account, etc. You will need to contact the client to receive another form of payment before shipping the products. An AUTHORIZATION will not occur. If the Auth Info returns a LETTER (ex: (Y), (N)) this is the gateway declining the charge. Declines of this nature can be: CVV2 code does not match, Zip Code does not match the card (AVS), etc. You can push through a charge if it is declined due to the gateway. An AUTHORIZATION will occur. When a card is declined due to the gateway it is important to know that funds have been AUTHORIZED; meaning, that for 5 10 business days those funds are held for you to capture. If the card is declined due to the gateway it is important to NOT run the card again. If you run the card again it will put another Authorization on the card. For example, if the first charge was for $50.00 and this transaction was declined due to an AVS issue, there will still be a $50.00 authorization on this card. If you run the card again there will be another $50.00 authorization, making the total authorization $ **PLEASE NOTE** AVS and CVV2 verification is a layer of protection for you and your company and these rejections happen for a reason. Please make sure you verify with the customer their personal information before you force through a transaction. (See push through a transaction for more information on how to do this)

9 Card Processor Decline DECLINE (05 Do not honor) Gateway Decline AVS R

10 How does an online transaction work? An online transaction happens very quickly. When a customer is on your checkout pages they will input their Billing, Shipping, and Payment Information. They will then select their shipping type and confirm their order. By the time they reach the Confirmation Page their credit card has been ACCEPTED or DECLINED. Even though this transaction happens within seconds there are a few key elements to make sure this works properly. Here is a diagram to show how this process works: Customer Enters Credit Card Number Credit Card Information Sent to the Gateway Information is sent to the card processor Accepted or Declined Info sent back to the Gateway Gateway either Declines or Accepts Accepted or Declined Displayed on Order Confirmation Page Once the transaction has been accepted, an AUTHORIZATION will be placed on the card for the amount of the purchase. The authorization is valid for 10 days. (A card can be re-authorized if needed.) If a card is declined due to an AVS issue the authorization will be visible on the account. This happens because the bank was able to accept the transaction, but the gateway stopped the transaction due to a discrepancy against the data entered and what the card returned. This authorization CANNOT be reversed; however, you will not be able to capture the funds (unless you force the transaction through) and the authorization will fall off the card within 5 business days. See Pushing through a declined transaction - Gateway for more information. What is a Batch? Every night around midnight all of your transactions will batch; which means, the funds that are set to capture will automatically capture that evening around midnight. Once the funds have been batched it will take 2-3 business days for the funds to be deposited into your account listed with the Merchant Services Company. Void versus Refund A transaction can only be voided PRIOR to the batch taking place. A transaction can only be refunded AFTER the batch has taken place. Virtual Terminal versus Virtual Point of Sale The Virtual Terminal is used to KEY enter transactions. The Virtual Point of Sale (POS) is used to SWIPE an actual credit card. Qualified, Mid-Qualified, Non-Qualified There are three different ways that a credit card can be processed: qualified, mid-qualified, and non-qualified. We wish there was a magic solution that we could give you on how cards are processed, but there isn t. There are many factors that play into the processing. What will help you process cards at a better rate is the AVS and CVV2 verification that you can set-up in the Gateway. Here is a brief description for each qualification: Qualified: Face to Face transaction card must be present. (ecommerce transactions will never process at this rate) Mid-Qualified: Online transaction AVS and CVV2 verified. Non-Qualified: Online transaction anything that is not considered Mid-Qualified. Corporate Cards and Reward cards (ex: cash back, frequent flier miles, etc) will always go through as Non-Qualified.

11 Cart32 Administration and Gateway32 One of the benefits in using Cart32 and Cart32 Gateway is that your Cart32 Administration is linked to your Gateway. You are able to void and refund a transaction from the order screen. You can also process a transaction if you have your Auth and Capture set up based on a status. In your Cart32 Administration -> Orders -> Show Order Secure you will see a Cart32 Gateway link. Once you open that link you are able to process a void or refund. A Cart32 Gateway Options Tab will open when the Cart32 Gateway link is selected. Another screen will pop up follow the directions to complete the refund/void transaction.

12 How to Charge/Refund a Credit Card using the Virtual Terminal Step One: Click the virtual terminal category in the gateway32 area. Step Two: Fill in the information requested *An order number is required if you do not have an order number you can make one up. Do not use an order number that has all ready been used.* To CHARGE a card charge type = CHARGE To REFUND a card charge type = CREDIT Make sure you set the Auth Type to what you need. REFUNDS = Auth and Capture Click Submit

13 Pushing through a declined transaction - Gateway Log into your Cart32 Gateway and view your Unsettled Transactions. From here you will be able to see which transactions were declined due to AVS or CVV2 information. AVS transactions always return a LETTER error (below you will notice NO MATCH AVS R). If the bank rejects the transaction it will return a NUMBER error (below you will notice DECLINE (05 Do not honor). Cart32 cannot push through transactions that were declined by the bank. STEP ONE: Click on the view button beside the declined transaction. **PLEASE NOTE** AVS and CVV2 verification is a layer of protection for you and your company. These rejections happen for a reason. Please make sure you verify with the customer their personal information before you force through a transaction.

14 STEP TWO: Click the link under the Force transaction -> Click here to force this transaction STEP THREE: Click ok on the pop up to force the transaction Once this is complete you should see the transaction in the Unsettled Transaction -> Authorizations section. Please verify that this transaction does go through by reviewing your batch the next day.

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