Realex Payments. Magento Community / Enterprise Plugin. Configuration Guide. Version: 1.1

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1 Realex Payments Magento Community / Enterprise Plugin Configuration Guide Version: 1.1

2 Document Information Document Name: Magento Community / Enterprise Plugin Configuration Guide Document Version: 1.1 Release Date: Legal Statement This guide, in addition to the software described within, is under the copyright owned by Pay and Shop Limited, trading as Realex Payments, and subject to license. The included software may contain and utilise third-party software products. The guide and included software, whole or in part, cannot be published, downloaded, stored, reproduced, transmitted, transferred or combined with any other material, or be used for any other purpose without prior written permission from Realex Payments. All software, trademarks, logos, designs, and websites contained within this guide remain the intellectual property of the respective individual owners and companies. Disclaimer Every effort has been made to ensure the accuracy of information published in this guide. However Realex Payments cannot accept any responsibility for any errors, inaccuracies, or omissions that may or may not be published in the guide. To the extent permitted by law, Realex Payments is not liable for loss, damage, or liability arising from errors, omissions, inaccuracies, or any misleading or out-of-date information whether published in this guide or from any link in this guide. Realex Payments reserves the right to change this guide and the included software without prior notice or consent. Company Information Pay and Shop Limited, trading as Realex Payments has its registered office at The Observatory, 7-11 Sir John Rogerson s Quay, Dublin 2, Ireland and is registered in Ireland, company number Realex Payments. All rights reserved. This material is proprietary to Pay and Shop Ltd, trading as Realex Payments, Ireland and is not to be reproduced, disclosed, or used except in accordance with program license or other written authorisation of Realex Payments. All other trademarks, service marks, and trade names referenced in this material are the property of their respective owners. 2

3 Table of Contents 1 Compatibility & Support Dedicated Integration Team Realex Payments Integration Features XML Requests - Remote API Integration Hosted Payment Page Redirect HPP Integration RealVault Tokenisation and Recurring Payments Dynamic Currency Conversion What are the Benefits of Dynamic Currency Conversion? Installation Installing from a Downloaded Package Global Configuration Realex Payments Account Information API (Remote) Integration Configuration API (Remote) Customer Checkout Standard Checkout Checkout with 3DSecure Cardholder Authentication Hosted Payment Page (HPP) Integration Hosted Payment Page (HPP) Configuration Hosted Payment Page (HPP) Customer Checkout Standard Checkout Checkout with 3DSecure Cardholder Authentication Checkout with Dynamic Currency Conversion (DCC) Tokenisation (RealVault) Tokenisation (RealVault) Configuration Tokenisation (RealVault) Customer Checkout Token Management Token Manager & Customer Profile Customer Account Section Reviewing Orders & Transactions Payment Information The Transactions Tab

4 8.3 Abandoned Carts Failed Orders & Incomplete Transactions Reviewing Failed Orders Incomplete Transactions Order Management Capturing an Order Rebating an Order Voiding an Order Transaction Logs Reviewing Logs Order Clean-Up Order Clean-Up Configuration Configuring the Magento Cron Job Partner Referral Process Qualifying a referral lead Merchant Set-Up Appendix Appendix 1.0: e-commerce Indicator (ECI) Results Appendix 2.0: Security Code (CVN / CVC / CVV) and Address Verification Service (AVS) Results

5 1 Compatibility & Support The plugin has been tested and proven to work with the following versions of Magento: Community 1.6+ & Enterprise The plugin is confirmed as incompatible with the following versions of Magento: Community versions earlier than 1.6 & Enterprise versions earlier than Dedicated Integration Team Our integration team will work with you to implement and optimise the extensive functionality provided by the plugin. You will benefit from professional phone and support services, along with full access to our sandbox environment. Need help fast? Pick up the phone and speak directly to us; no IVRs, no hassle. Contact: Dublin: +353(0) London: +44(0) Paris: +33(0)

6 2 Realex Payments Integration Features 2.1 XML Requests - Remote API Integration With the Remote integration option you have full control of the transaction flow providing a completely seamless experience for the customer. The card details are collected on your server and passed to Realex Payments as secure XML messages. The transaction results are returned in real time. 2.2 Hosted Payment Page Redirect HPP Integration Realex Payments hosts a secure, fully customisable and responsive payment page. We collect the card details and transmit them to the financial institution for authorisation. The customer and the transaction results are then returned to your store. All card details are captured and encrypted by Realex Payments before being sent for authorisation. The payment page is hosted on a Level 1 PCI Compliant Realex Payments server. This significantly reduces the merchant s own PCI requirements. 6

7 2.3 RealVault Tokenisation and Recurring Payments RealVault, the Realex Payments card storage solution, is designed to enhance your customer s shopping experience while alleviating the PCI compliance requirements associated with storing sensitive card details. By using the supported RealVault functionality, you can easily avail of tokenised payments and a simplified one-click checkout for your customers. Each customer is assigned a token reference called a payer reference (or just payer-ref). Their associated payment method, i.e. the card to be stored in RealVault, is given a payment reference (or card reference). Once the payment reference has been saved to RealVault, your customers can easily re-use their saved cards at the checkout stage. You may also raise payments manually against saved card details or setup scheduled recurring payments through our transaction processing and reporting tool RealControl. 7

8 2.4 Dynamic Currency Conversion Dynamic Currency Conversion (DCC) is available to all Realex Payments merchants, subject to their Merchant Services Agreement. It allows merchants to price their products and services in their own currency while giving customers the choice to pay in the currency of their card at the checkout stage. This is in full compliance with Visa and MasterCard regulations What are the Benefits of Dynamic Currency Conversion? Simplicity: Merchants require just one base currency funding account. There is no need for multiple accounts in different currencies; this greatly reduces administration and fees. Ease of integration: You don t need to implement separate price lists for every currency that you want to support. The automated currency conversion occurs at the point of sale. Transparency: The customer knows in advance the exact amount that will be charged to their card - they don t have to wait for the funds to be debited. 8

9 A revenue opportunity: As part of the currency conversion process, you, as the merchant, will be in a position to receive commission from your Dynamic Currency Conversion provider. For more information, please consult your Merchant Services Provider. Choice: Customers can choose to pay in the currency of their card or in your store s base currency. Versatility: The Dynamic Currency Conversion service is available in a call centre or website environment. 9

10 3 Installation This section outlines how to install the Realex Payments plugin through Magento Connect Manager. 3.1 Installing from a Downloaded Package Navigate to System -> Magento Connect -> Magento Connect Manager and login using your administrator credentials. Under the Direct package file upload heading choose Browse. Select the Realex Payments plugin you wish to install. Once selected, click Upload. The terminal screen will display whether the plugin was successfully installed or not. Choose Return to Admin to be brought back to the general Magento admin panel. You must logout and log back in again in order for the changes to take effect. You can now configure the Realex Payments plugin from System -> Configuration section. 10

11 4 Global Configuration 4.1 Realex Payments Account Information Login to the Magento Admin Panel, navigate to System -> Configuration and under the Sales heading click the Realex Payments option. From here you can configure the various integration types supported by this plugin including API (Remote), HPP (Hosted Payment Page) and Tokenisation (RealVault). The first tab, Realex Payments Account Information allows you to enter your overall account credentials. These are global settings that apply to all integration types. You can enter specific credentials for different websites by changing the website scope in Magento. Enable Logs: If this is set to Yes all requests and responses to and from Realex Payments will be recorded and saved to the file path provided. They can also be viewed from Sales -> Realex Payments -> Logs. Please see section 10 of this guide. Merchant ID: The Merchant ID (or Client ID) as supplied by your Realex Payments account manager. Shared Secret: The Shared Secret as supplied by your account manager. This is sensitive information that should never be ed. Rebate Password: The Rebate password as supplied by your account manager. This is sensitive information that should never be ed. 11

12 5 API (Remote) Integration With the API (Remote) integration type, the cardholder data is collected on your store and passed to Realex Payments via a secure XML message and the results are returned in real time. Merchants using this integration type must have an SSL certificate on their store and must adhere to PCI Compliance rules regarding the capture of cardholder data. 5.1 Configuration This section of the guide outlines each configuration field and the options available in the Magento Admin Panel. Enabled: Determines if the API (remote) payment method will be available on the checkout of your Magento store. Payment Action: Determines the settlement type of each transaction. If this is set to Authorize and Capture (Autosettle), transactions will be authorised and the funds captured at checkout. If you wish to authorise at checkout and capture the funds at a later time, select Authorize Only (Delayed 12

13 Settlement). You can settle delayed settled transactions by creating and capturing an invoice in the Magento orders section. Please see section 9.1 of this guide. New Order Status: Here you can set the default status of orders that are successfully processed through this payment method. Title: This is the description of the payment method that will be displayed to the customer at the checkout stage, e.g. Pay by Debit or Credit Card. The title will also be recorded against the order in Magento to indicate how the transaction was processed. Mode: Allows you to switch between the Live and Sandbox version of your Realex Payments account. Live URL: Sets the Realex Payments URL that transactions are sent to. Default Subaccount: The subaccount through which transactions will be processed by default. Your Realex Payments account manager will provide you with the subaccount names configured under your Merchant ID. Sub Account Rules: This allows you to route transactions to a particular subaccount based on the customer s card choice. Allowed Card Types: Specifies the choice of cards the customer will have at checkout. The cards you can accept will be determined by your Merchant Services Provider and your Realex Payments account configuration. 13

14 Use 3DSecure: Determines if transactions are to be processed through 3DSecure Cardholder Authentication. You will need to ensure your account is registered for Verified by Visa, MasterCard SecureCode and American Express SafeKey (if required). Please contact your Realex Payments account manager for assistance with this. Use iframe: If the customer is enrolled for 3DSecure Cardholder Authentication, they will be redirected to their Issuing Bank s Access Control Server (ACS) to enter the passphrase associated with their card. If this option is set to Yes, the ACS will load inside a frame on your Magento store thus maintaining the checkout flow and enhancing the payment experience for your customer. 3DSecure URL: Sets the URL that 3DSecure transactions are sent to in Live / Sandbox mode. Display iframe on checkout page: Determines if the iframe is loaded directly on the checkout or on an interim page. Certain 3 rd party plugins for Magento that enable one-step-checkout may be incompatible with displaying the iframe on the checkout page. Require Liability Shift: Ensures that only those 3DSecure transactions that offer additional chargeback protection will be allowed to proceed to authorisation. There are ten 3DSecure scenarios, three of which provide a liability shift. If you set this to Yes, transactions that do not fall 14

15 within these three scenarios will be prevented from proceeding to authorisation. Note: the liability shift is subject to further conditions outside of these ten scenarios; merchants should also check with their Merchant Services Provider regarding their own chargeback rules. Payment from applicable countries / specific countries: Specifies which customers are allowed access this payment method based on their billing country. You can allow all countries or create a specific list. Sort order: Determines the placing of this payment method within the list at the checkout stage. Setting this to 1 will ensure that this payment method appears at the top. 15

16 5.2 API (Remote) Customer Checkout Once your customer has chosen their items and entered their billing and shipping details they will be presented with the option to enter their card details. The title that appears above the card payment form can be customised in the Realex Payments Configuration panel Standard Checkout Once the customer has chosen the appropriate payment method the card form fields will be displayed. Name on Card: The customer should enter their card name exactly as it appears on their card. Card Type: The choice of available cards will be determined by the Allowed Card Types selected in the Realex Payments Configuration panel. Card Number: The digits from the front of the customer s card. If the number entered does not match the card type the customer has selected, the form will prompt the customer to correct their details. Expiration Date: Customers must enter a valid expiry date. If they don t, the form will prompt to them to correct their details. 16

17 Security Code: The Security Code, also known as the CVN, CVC or CVV2, is the three digit code on the back of the customer s card. Note: for American Express cards, the code is four digits long and will appear on the front of the card. The form will warn the customer if they have entered their code in the incorrect format. Once the customer has entered their details and clicked Continue they will be presented with the option to place their order. Their payment method of choice is summarised to the right of the checkout. As soon as they click Place Order the card data is sent to Realex Payments to be processed. Realex Payments will check that the card data entered is in a valid format and will then forward the details of the transaction on to the relevant Merchant Services Provider. The result of the transaction is returned immediately. If the customer s payment was successful they will be redirected to the standard Magento success page. In the event that the customer s transaction is unsuccessful they will be redirected to the standard Magento failure page. The items they have chosen will remain in their cart so they can easily return to the checkout to try again. A record of the order will be created in the Orders section of Magento with the status set to Canceled. Please see section 8 of this guide for more information on reviewing orders. 17

18 5.2.2 Checkout with 3DSecure Cardholder Authentication The API (Remote) payment method is fully compatible with 3DSecure Cardholder Authentication. If 3DSecure is enabled within your plug-in configuration and on your Realex Payments account, as soon as the customer clicks Place Order a request is sent to Realex Payments to check that their card is enrolled in 3DSecure. If their card is not enrolled in 3Dsecure the authorisation will be processed as usual. Data within the authorisation message will notify Realex Payments that the check was performed and that the cardholder was not participating. If the cardholder is participating, they will be redirected to their issuing bank s Access Control Server (ACS). This is the page where the customer enters the passphrase associated with their card. You can choose to load this page in an iframe on your store in order to better maintain the checkout flow as shown below. 18

19 The customer will be redirected to either the success or failure page, depending on whether the 3Dsecure outcome falls under the allowed scenarios (see Require Liability Shift in section 5.1). For example if they enter their passphrase correctly the transaction will proceed as normal. The 3DSecure result is recorded and can be viewed in the Orders section. Please see section 8 of this guide. 19

20 6 Hosted Payment Page (HPP) Integration Realex Payments hosts a secure, fully customisable and responsive payment page. The payment page collects the card details and they are transmitted by Realex Payments to the financial institution for authorisation. The customer and transaction results are then returned to your store. The payment page is hosted on a Level 1 PCI Compliant Realex Payments server. 6.1 Hosted Payment Page (HPP) Configuration This section of the guide outlines each configuration field and the options available in the Magento Admin Panel. Enabled: Determines if the Hosted Payment Page payment method is available on the checkout of your Magento store. Payment Action: Determines the settlement type of each transaction. If this is set to Authorize and Capture (Autosettle), transactions will be authorised and the funds captured at checkout. If you wish 20

21 to authorise at checkout and capture the funds at a later time, select Authorize Only (Delayed Settlement). You can settle delayed settlement transactions by creating and capturing an invoice in the Magento orders section. Please see section 9.1 of this guide. New Order Status: Here you can specify the default status of orders that are successfully processed through this payment method. Title: This is the description of the payment method that will be displayed to the customer at the checkout stage, e.g. Pay by debit or credit card. The title will also be recorded against the order in Magento to indicate how the transaction was processed. Mode: Allows you to switch between the Live and Sandbox version of your account. Live URL: Sets the URL that transactions are sent to in Live mode. Sandbox URL: Sets the URL that transactions are sent to in Sandbox mode. Use iframe: As soon as the customer selects Place Order, they will be redirected to the Realex Payments Hosted Payment Page to enter their card details. If you set this option to Yes the payment form will load inside a frame on your Magento store thus maintaining the checkout flow and enhancing the payment experience for your customer. iframe Size: Allows you to specify the size of the iframe. You can edit this depending on the services enabled on your Realex Payments account. Display iframe on checkout page: Determines if the iframe is loaded directly on the checkout or on an interim page. Certain 3 rd party plugins for Magento that enable one-step-checkout may be incompatible with displaying the iframe on the checkout page. Default Subaccount: Your Realex Payments account manager will provide you with the subaccount names configured under your Merchant Id. Here you can enter the default subaccount to be used. Allowed Card Types: Determines the choice of cards the customer will have at checkout. The cards you can accept will be determined by your Merchant Services Provider and your Realex Payments account configuration. 21

22 Payment from applicable countries/ specific countries: Specifies which customers are allowed access this payment method based on their billing country. You can allow all countries or create a specific list. Sort order: Determines the placing of this payment method within the list available at the checkout stage. Setting this to 1 will ensure it appears at the top. 6.2 Hosted Payment Page (HPP) Customer Checkout Once the customer has chosen their items and entered their billing and shipping details they will be presented with the option to Pay by Debit or Credit Card. This title can be customised in the Realex Payments Configuration panel Standard Checkout Once the customer clicks Place Order they will be redirected to the Realex Payments secure Hosted Payment Page (HPP). This page can be loaded in an iframe to better maintain the checkout flow. Below is an example of the iframe loaded on the checkout page. 22

23 Whether you choose to use an iframe or not, the Hosted Payment Page can be styled with your own branded template to maintain the look and feel of your Magento store. You can use a responsive template if you want the design to adapt automatically to different devices along with the payment form itself. 1. Responsive template using the standard Magento theme, displaying for a desktop device 23

24 2. Responsive template using the standard Magento theme, displaying for a mobile device Alternatively, you can supply a standard template for rendering on all desktop/laptop devices, and a mobile-aware template for rendering on mobile devices. The Hosted Payment Page will automatically render the correct template depending on what device the customer is using. For more information on templates please see the Developer Guide for HPP on the Realex Payments Resource Centre: Once the customer has completed their transaction, they will automatically be redirected back to your Magento store. The success or failure page will be displayed depending on the outcome of the transaction. If the transaction is unsuccessful the items will remain in the customer s cart so they can easily attempt to checkout again Checkout with 3DSecure Cardholder Authentication The Hosted Payment Page (HPP) fully supports 3DSecure Cardholder Authentication and handles the process for you. This includes checking if the cardholder is enrolled in 3DSecure. 24

25 If the cardholder is participating, they will be redirected to their issuing bank s Access Control Server (ACS). This is the page where the customer enters the passphrase associated with their card. If you are using an iframe in conjunction with the HPP, this page will also load within it. For HPP, your 3DSecure settings are configured by your Realex Payments account manager. This includes switching it on or off and configuring the 3DSecure scenarios you wish to allow or block. For example you may choose for your account to be configured to allow only the transactions that offer additional chargeback protection to proceed to authorisation. Note: the liability shift is subject to further conditions. You should also check with your Merchant Services Provider regarding their chargeback rules. The customer will be redirected to either the success or failure page, depending on whether the 3DSecure outcome falls under the allowed scenarios (as configured by your Realex Payments account manager). For example, the account can be configured to allow the transaction to proceed as normal if the customer enters their passphrase correctly. The 3DSecure result is recorded and can be viewed in the Orders section. Please see section 8 of this guide Checkout with Dynamic Currency Conversion (DCC) Dynamic Currency Conversion (DCC) is available to all Realex Payments merchants, subject to their Merchant Services Agreement. It allows merchants to price their products and services in their own currency while giving customers the choice to pay in the currency of their card, in full compliance with Visa and MasterCard regulations. If you choose to use DCC on the HPP, it will be enabled and configured by your Realex Payments account manager. Below is an example of Dynamic Currency Conversion on the Hosted Payment Page. As soon as the customer enters their card number it is checked by the Currency Conversion Processor. If the card is of a different currency to the merchant s base currency, the Currency Conversion Processor will provide the most up to date rate for that currency. 25

26 This will be displayed to the customer along with the converted transaction amount. The customer can choose to pay in their own currency at this rate, or in the merchant s base currency. You can view their choice and the conversion rate in the Orders section of Magento. Please see Section 8 of this guide. 26

27 7 Tokenisation (RealVault) Merchants using the Realex Payments Magento plugin can make use of our card storage solution - RealVault. If the customer chooses to save their card, and their transaction is successful, they will be able to avail of a simple one-click checkout option the next time they checkout. This does not involve any storage of cardholder data in Magento. 7.1 Tokenisation (RealVault) Configuration This section of the guide outlines each configuration field and the options available in the Magento Admin Panel. Enabled: Determines if RealVault (tokenisation) is available on the checkout of your Magento store. 27

28 Store Card: Setting this to Offer Save Card will place a checkbox on the checkout page which your customers can tick /untick as appropriate to indicate if they want their card details stored. If this is set to Always Store Card, the customer will not have this choice but you must inform them that their card details will be stored. Store Card Label / Always Store Card Label: Here you can edit the message you wish to display to the customer. If you are giving the customer the option to save their card, this text will be the label for the checkbox. If you are saving the card details without giving the customer the option, this message should inform them that you are doing so. Allow Delete Cards: By setting this to Yes you will allow customers to delete their cards from your store and from RealVault. Customers can update and delete their cards through their account profile in Magento, please see section Payer Type: Defines the category of payer submitted to RealVault. Total Saved Cards Allowed: This restricts the number of cards that any one customer may save to Magento / RealVault. Require Security Code: Setting this to Yes will ensure that customers using one-click checkout are prompted for their security code (the 3 digit number that is present on their card outside of the magnetic strip). If you wish to set this to No you should ensure to check with your Merchant Services Provider. Payment Action: Determines the settlement type of tokenised transactions. If this is set to Authorize and Capture (Autosettle), transactions will be authorised and the funds captured at checkout. If you wish to authorise at checkout and capture the funds at a later time, select Authorize Only (Delayed Settlement). You can settle Delayed Settlement transactions by creating and capturing an invoice in the Magento orders section. Please see section 9.1 of this guide. Mode: Allows you to switch between the Live and Sandbox version of your account. Live URL: Sets the URL that tokenised transactions are sent to in Live mode. Default Subaccount: Here you can enter the default subaccount to be used for tokenised transactions. Some Merchant Service Providers may request that you process tokenised transactions 28

29 through a specific merchant number. Your Realex Payments account manager will help you set this number up under a specific subaccount name, which you can enter here. Sub Account Rules: This allows you to route transactions to a particular subaccount based on the card type of the token. Use 3DSecure: Determines whether tokenised transactions are to be processed through 3DSecure Cardholder Authentication. You will need to ensure you are registered for Verified by Visa, MasterCard SecureCode and American Express SafeKey (if required). Please contact your Realex Payments account manager for assistance with this. Use iframe: If the customer is enrolled for 3DSecure cardholder authentication, they will be redirected to their Issuing Bank s Access Control Server (ACS) to enter the passphrase associated with their card. If you set this option to Yes the ACS will load inside a frame on your Magento store thus maintaining the checkout flow and enhancing the payment experience for your customer. Display iframe on checkout page: Determines if the iframe is loaded directly on the checkout or on an interim page. Certain 3 rd party plugins for Magento that enable one-step-checkout may be incompatible with displaying the iframe on the checkout page. 3DSecure URL: Sets the URL that 3DSecure transactions are sent to in Live / Sandbox mode. Require Liability Shift: Ensures that only 3DSecure tokenised transactions that offer additional chargeback protection will be allowed to proceed to authorisation. There are ten 3DSecure scenarios, three of which provide a liability shift. If you set this to Yes, transactions that do not fall within these three scenarios will be prevented from proceeding to authorisation. Note: the liability shift is subject to further conditions outside of these ten scenarios; merchants should also check with their Merchant Services Provider regarding their own chargeback rules. 29

30 7.2 Tokenisation (RealVault) Customer Checkout The configuration for the previous section applies to both Realex Payments methods, i.e. the HPP (Hosted Payment Page) and API (Remote). If you are providing the customer the choice to save their card, a tick box will display when they are selecting their payment method. This tick box will have a customisable description, for example, Save your card details for next time?. If you are saving the customer s card without giving them the choice, a message will display advising them that their card details will be stored. You must inform customers if you intend to store their card details. If the transaction is successful, the customer s card details will be saved to the Realex Payments RealVault and an associated token will be stored in your Magento store. The next time the customer checks-out they will have the option to use their stored card. In the Realex Payments configuration section, you can specify if you want the customer to be prompted for the security code of their saved card when making a payment. PCI Compliance rules prohibit the storage of the security code. Once the customer has chosen the card they wish to use and has clicked Place Order the result of the transaction is returned instantly. The customer will be redirected to the standard Magento success or failure page, depending on the transaction result. Saved cards can also be processed through 3DSecure Cardholder Authentication. The process is the same as the API (Remote). This time however, only the tokenised version of the card is involved. Please see section

31 7.3 Token Management This section outlines how tokenised cards can be managed by both Magento store administrators and customers Token Manager & Customer Profile On the Magento main menu, navigate to Sales -> Realex Payments -> Token Manager. This tab displays all tokenised cards on your store independent of any customer profile. For each token the following information is displayed. ID: The unique Magento ID for the token Customer ID: The Magento customer profile ID that the token is associated with. Customer Name: The customer name as determined by their Magento profile. Token Ref: The Realex Payments unique RealVault token reference. Payer Ref: When a customer saves their card for the first time a Payer Profile is created in RealVault. All subsequent tokens are saved to this profile. The Payer Ref is the unique identifier for the Payer Profile. Card Holder Name: The name the customer entered when the card was saved. Card Type: The card type code as saved in RealVault, for example MC for Mastercard. Last Four Digits: The last four digits of the card as stored in RealVault. Expiry Date: The expiry date of the card as stored in RealVault. 31

32 It is possible to sort the tokens by expiry date so you can see which ones are close to expiring. You may choose to notify the customer to update their card or update it yourself. If you wish to delete a token you can select the relevant row and from the Actions drop-down menu choose Delete Token Card. Once you click Submit, this will remove the tokenised card from both Magento and RealVault. Clicking on a particular token will bring you to the Edit Token tab. You can choose to delete the token by clicking Delete Item. If you wish, you can edit both the Card Holder Name and Expiry Date and select Save Item. This will update the tokenised card details not only in Magento, but also in RealVault. Stored cards can also be viewed per customer profile. Navigate to the Manage Customers section of the Magento Admin Panel and click on the particular customer profile you wish to view. The menu on the left-hand side gives you the option to view that customer s saved cards. This time, only tokens associated with the particular customer will be displayed. However, the functionality is the same as in the Token Manager. Tokens can be edited and deleted. 32

33 7.3.2 Customer Account Section Customers can view their stored cards through their Magento profile. Once logged in they can navigate to My Account and select My Stored Cards If you have Allow Delete Cards enabled the customer will have the option to Remove their card. If the customer clicks Edit they will be presented with the option to edit their Card Name and the Expiry Date. Choosing to Update or Remove will perform this action not only in the Magento store but also in RealVault. 33

34 8 Reviewing Orders & Transactions A great deal of information relating to the transaction outcome is available in the Orders section of Magento. This can be easily reviewed when you are deciding to capture or ship an order. If payment was successful, the order status will be set to the New Order Status configured under the relevant Realex Payments Configuration section. 8.1 Payment Information In the Magento Orders tab, click on the order you wish to view. Underneath the customer s billing and shipping details the Payment Information will be displayed. Here you will find a summary of the key information from the transaction outcome: in this example the payment method used, the card type and the last four digits of the card number are displayed above the record of the transaction. 34

35 Result: The outcome of the transaction. Will contain 00 if the transaction was successful or another value (depending on the outcome) if not. Auth Code: Will contain a valid authcode if the transaction was successful. This field will be empty otherwise. Message: Will contain a text message that describes the result code above. Transaction Reference: The unique Order ID that was submitted to Realex Payments. CVN Result: This field indicates if the post code the customer provided was correct. Appendix 2.0 below shows the possible results for this check. AVS Address Result: The AVS (Address Verification Service) check compares the billing details that the customer provides against the address their bank has on file for that card. This is an advisory service. This field indicates if the digits from the first line of the address that the customer provided were correct. This is only applicable to UK based customers. Appendix 2.0 below shows the possible results for this check. AVS Postcode Result: This field indicates if the post code the customer provided was correct. This check is only applicable to UK based customers. Appendix 2.0 below shows the possible results for this check. TSS Result: The Transaction Suitability Score for this transaction. This is based on a number of checks performed by the Realex Payments fraud scoring tool - RealScore. These fraud checks can be modified and weighted using our transaction processing and reporting tool - RealControl. For more information, please contact your Realex Payments account manager. 8.2 The Transactions Tab The full response returned by Realex Payments can be viewed in the transactions tab. When viewing the order, select Transactions from the left-hand side menu. Click on the relevant transaction and the full details of the response sent back from Realex Payments will be displayed. 35

36 For more details of the various response fields that can be returned from Realex Payments, please consult the relevant developer guide on our Resource Centre Abandoned Carts Failed Orders & Incomplete Transactions If a customer s payment is unsuccessful or if they perhaps forgot their 3DSecure passphrase, the Realex Payments plugin ensures this is recorded in the Magento Orders tab along with the full customer profile. You can also view abandoned carts in the Incomplete Transactions tab Reviewing Failed Orders In the event that a customer s payment is declined or fails for another reason, the order will appear in the Magento Orders tab with a status of Canceled. 36

37 Once you have selected the order you wish to view, you will be able to see the customer s profile, billing, shipping and contact details. Under Payment Information, a summary of why the payment failed will be recorded. Depending on the outcome of the transaction, you may wish to contact the customer to encourage them to try their order again. They can do this by viewing their orders under the Magento account profile and clicking Reorder. This will re-open the order and allow the customer to proceed through the checkout as normal. A new order will be created in Magento. Alternatively, you could contact the customer by phone and process their payment through our transaction management tool RealControl. This provides a terminal through which you can process Mail-Order-Telephone-Order (MOTO) payments. Please see the RealControl user guide on our Resource Centre: 37

38 8.3.2 Incomplete Transactions Customers may abandon their cart earlier on in the order life cycle, before they have fully completed checkout or before their payment is fully processed by Realex Payments. The Incomplete Transactions tab allows you to gain crucial insight into these potentially lost sales. Navigate to Sales -> Realex Payments -> Incomplete Transactions. Here you will be presented with all recent declined, incomplete or abandoned transactions on your store. In the example below, the customer has clicked Place Order and their card has been checked to see if it is enrolled for 3DSecure Cardholder Authentication. At this particular time, there was an issue with the 3DSecure Enrolment Server and because no chargeback protection is provided in this scenario, the transaction has been blocked from proceeding. There is no order associated with this transaction because Magento has prevented the user from proceeding through the checkout process. However, in the Incomplete Transactions tab, we have a record of the attempt to check the enrolment status of the card. By clicking on this transaction and viewing the Transaction Details, you ll be able to see the precise response to the enrolment check. 38

39 There are two key indicators here. One is the result field a value of 110 indicates that the card was not confirmed as enrolled for 3DSecure Cardholder Authentication; under certain circumstances this would be fine. If a card is not enrolled, additional chargeback protection may be provided. However, in this case, we can see the Enrolled field has returned U which indicates that it wasn t possible to verify whether the cardholder was actually enrolled or not. In this case, additional chargeback protection is not provided so the transaction has been blocked by our 3DSecure settings. The Incomplete Transactions tab is designed to guarantee complete transparency and control over abandoned, incomplete and failed transactions on your Magento store at each stage of the checkout process. 39

40 9 Order Management The Realex Payments plugin allows you to fully manage the order life-cycle from the Magento admin panel. This section outlines how you can Capture, Rebate and Void an order. 9.1 Capturing an Order Merchants who choose to Authorize Only at checkout (Delayed Settlement) can Capture (settle) their orders for a fixed period of time after the initial authorisation. Navigate to Sales -> Orders and click the order you wish to capture. If you choose Invoices from the left-hand side menu you ll see that there is no invoice associated with the order. This is because we haven t captured it yet. Clicking the Invoice button will create a new invoice to be raised against this order. Here you can review the result of the transaction before deciding to capture the funds. You can edit the amount to capture by ticking the Settle Amount box. Merchants can settle for 0-115% of the original order value. For example, if a customer ordered three items and then contacted you to cancel one, you may choose to only capture the cost of the remaining two items that are to be shipped. You must choose to Capture Online in order for the request to be sent to Realex Payments. Once you click Submit Invoice, a capture request (settle) with the amount specified will be sent. Once complete, you will be returned to the Order View tab and a message will display indicating the outcome of the capture request. 40

41 The record of the capture will also be added to the history of the order under Payment Information. 9.2 Rebating an Order Whether your orders are set to Authorize Only or Authorize and Capture, once an order has been successfully settled with your Merchant Services Provider, you may rebate the customer for 0 115% of the original order value. In order to do this, you must create a credit memo in Magento. Please note, the credit memo must be linked to a specific invoice. Navigate to Sales -> Orders and click the order you wish to rebate. Open the relevant invoice and select Credit Memo. Under Payment Information you can review the history of the order before deciding to process the rebate. 41

42 You must choose Refund as opposed to Refund Offline. This will send the rebate request to Realex Payments. You may edit the amount to rebate by editing the adjustment fields provided by Magento. Once complete, you will be returned to the Order View tab and a message will display indicating the outcome of the rebate request. The record of the rebate will also be added to the history of the order under Payment Information. 42

43 9.3 Voiding an Order Orders which have not yet been sent for settlement may be voided; this will release the reserved funds on the customer s card. Some Merchant Service Providers may handle voids differently, so it may be advisable to process a rebate instead. Navigate to Sales -> Orders and click the order you wish to void. Clicking Void in the top-right hand corner will send a void request to Realex Payments. Once complete, you will be returned to the Order View tab and a message will display indicating the outcome of the void request. The record of the void request will also be added to the history of the order under Payment Information. 43

44 10 Transaction Logs In addition to the advanced abandoned cart and incomplete transaction tracking as outlined in section 8, the Realex Payments plugin also provides easy access to comprehensive transaction logs. For more in-depth troubleshooting, the logs can be consulted for insight into exactly what requests and responses were sent and received Reviewing Logs Navigate to Sales -> Realex Payments -> Logs. You can choose the payment method you wish to review from the dropdown menu. payment_hpp.log HPP (Hosted Payment Page) payment_api.log API (Remote) payment_token.log Tokenisation (RealVault) exceptions.log Any issues with a payment will be treated by Magento as an exception, for example, a payment blocked by 3DSecure configuration settings or one that is declined by the cardholder s Issuing Bank. The most recent activity for the relevant payment method is shown in summary form in the display window. You may also choose to Download file to review it in more detail. 44

45 11 Order Clean-Up If a customer does not finalise an order, it will be held in a Payment Review state until such time as they complete checkout. For example, a customer may forget their 3DSecure password and return to the order much later once they have recalled or reset it. This plugin offers the ability to determine the amount of time an order can be held in this state by enabling Order Clean-Up Order Clean-Up Configuration Order Clean-Up will, on a scheduled basis, check all orders marked as Payment Review in Magento. The following options are available under System -> Configuration -> Sales -> Realex Payments Clean-Up Enabled: Determines whether Clean-Up is enabled for this particular store. Order Timeframe: The amount of time, in hours, that an order is allowed to stay open. By default, any open order that hasn t completed checkout will be marked as Payment Review. Setting this field will determine how long the order can stay in this state before it is closed and marked as Canceled. If an open order exceeds the time configured, it will be closed and the stock count of the product(s) replenished. The customer s cart will also be cleared. They can view their cancelled order under My Account -> My Orders; here they will also have the option to reorder the products chosen if they are in stock. 45

46 11.2 Configuring the Magento Cron Job This section of the guide is only relevant if the Magento Cron job is not already scheduled to run on your server. For most users of Magento Community and Enterprise this will already be setup as a wide range of Magento s functionality relies on it. Payment Review orders must be checked periodically to ensure that none are older than the order timeframe that you specified in Section To do this, we use Cron. The Magento Cron job must be scheduled to run as this checks for all other scheduled tasks to be run in Magento. Note: Magento users should exercise caution when configuring Cron jobs on their server. Please contact your hosting provider or developer for more information. The Cron.php file or Cron.sh script located in the Magento root folder must be scheduled to execute. Please see the following guide on how to do this: For users of cpanel, under the Advanced tab, you will see the Cron jobs option. Clicking this will take you to the Cron jobs screen; this displays all existing Cron jobs on your server. If the overall Magento Cron job is already scheduled to run, it will display under Current Cron Jobs. 46

47 You will also have the option to Add New Cron Job. You can set the time intervals by minute, hour, day, month or weekday. If you want to set the Magento Cron job to run every 15 minutes, you can do so by choosing 15 from the minute dropdown menu or entering */15 in the minute field. In the other fields that you are not using, type *. 47

48 The Command field is where you must enter the path to the Cron command you wish to run. The path will be determined by your server configuration. In this case we re going to enter the Cron script path. /bin/sh/path_to_magento/cron.sh Once you click Add New Cron Job, the scheduled job will then be displayed under Current Cron Jobs. 48

49 12 Partner Referral Process This section outlines how partners of Realex Payments can refer a lead Qualifying a referral lead To qualify for a referral fee, you must inform Realex Payments that you are passing a lead on. You can do this in the following ways: Have the merchant sign up via your own co-branded Realex Payments affiliate sign-up page; this will accredit the lead to your account automatically. An /call with the client s company name and the expected start date for set up (if the client wants to contact us directly). An /call with the client s contact details and the expected start date for testing (if you would like Realex Payments to contact the client) Merchant Set-Up If the client requires a call-back, Realex Payments will contact them within 24 hours. Realex Payments will explain its service, the relationship with Merchant Service Providers and the set-up process. If the merchant has yet to set up a Merchant Services Agreement, Realex Payments will offer to refer their contact details on to a Merchant Services Provider for a call back. A merchant application will typically take up to 10 working days for the bank to process following receipt of a completed application form. We advise that all clients be prepared to provide the following when applying for a Merchant Services Agreement: Valid identification Business plan (if new business) Proof of address Audited accounts (if existing business) 49

50 While the merchant is in the process of setting up their Merchant Services Agreement, Realex Payments will contact them on a regular basis to ensure there are no questions and that all is proceeding smoothly with the Merchant Service Provider. During this time, Realex Payments will issue a service agreement to the merchant that must be signed in order to begin testing. As Realex Payments doesn t charge any set-up fee, the monthly fee ( 29 / 19) is charged once the test account is activated. For this reason, we advise merchants to apply for their merchant account and to ensure their developer is ready to begin testing before they set up their Realex Payments account. Upon receipt of the signed set-up forms, Realex Payments will activate the merchant's test account within 24 hours. 50

51 13 Appendix Appendix 1.0: e-commerce Indicator (ECI) Results ECI VALUE Visa / Amex MasterCard / Maestro Interpretation Liability Shift? (additional chargeback protection) 5 2 Transaction fully authenticated. Yes 6 1 Cardholder was not enrolled for 3DSecure or the authentication Yes attempt has been acknowledged. 7 0 Transaction not 3DSecure. No Appendix 2.0: Security Code (CVN / CVC / CVV) and Address Verification Service (AVS) Results AVS VALUE Interpretation M N I U P Matched Not matched Problem with check Unable to check (not certified etc.) Partial match 51