Customer Support Guide

Table of Contents Introduction Contacting Support Payment Data Common Payment Exceptions Underpayment Overpayment Late Payment / Orphan Transaction Refunding a Fully Paid Invoice Payment Gateway API Troubleshooting Revision History 2014 BITPAY, Inc. All Rights Reserved. 2

Introduction Welcome to the world of payment processing for the bitcoin currency! This guide provides you with all the information you need to identify, understand, and resolve many common customer support related concerns. We understand that the processing of bitcoin payment transactions may result in customer situations that are at first unfamiliar for many merchants. Our goal and promise to you is to provide you with world class support for resolving support requests quickly and efficiently. We also want to provide you with the knowledge and information that your support organization needs to quickly self diagnose the most common bitcoin payment processing exceptions. Contacting Support The easiest way to contact support is to send email to: support@bitpay.com If you have phone support please call the number you have been provided. BitPay offers several levels of support based on the needs of your organization. Your level of support is associated with the specific pricing plan that your organization has selected. You can identify the BitPay pricing plan that you are currently subscribed to by accessing your merchant account and clicking the Plan link or by accessing this link directly: https://bitpay.com/change plan. Your currently selected plan is designated as the Current Plan and lists the features of the plan including the type of support to which you are entitled. Support Plan Entitlement Description Bronze Email Support You are able to contact BitPay support via email by sending your support request to support@bitpay.com. You support request enters our support queue. Silver Email and Phone Support All of the support features of the Bronze Support Plan plus: You are provided a phone number that allows you to contact our support organization. Gold Priority Phone and Email Support All of the support features of the Silver Support Plan plus: You are provided a dedicated account manager as your single point of contact for all interaction with BitPay. Your phone calls and emails to support are handled immediately. 2014 BITPAY, Inc. All Rights Reserved. 3

Payment Data Bitcoin payment transactions processed by BitPay involve the use of certain payment data sets that are common across many types of payment scenarios. This section lists the types of data that your support organization is likely to encounter when resolving transaction exceptions. For easier identification, each description includes a sample of the payment data. Pay particular attention to the length of the data string as this will help you more readily identify the type of data. Payment Data BitPay invoice ID Description The unique id of the invoice assigned by bitpay.com. This id is generated by the BitPay server when the customer has reached the final step of the buying process and must pay for their items. This id is unique across all BitPay transactions, merchants and will never be reused or reassigned within our system to any other transaction. Example: 4HLQHvXAG4QthbQn5Xj6FP BitPay invoice URL An https URL where the invoice can be viewed. This URL includes the BitPay invoice ID and may be used or referred to interchangeably with the BitPay invoice ID. Example: https://bitpay.com/invoice?id=4hlqhvxag4qthbqn5xj6fp Bitcoin address The address to which a bitcoin payment may be sent; it is a public encryption key exchanged between the seller and the buyer. A bitcoin address always begins with either a 1 or a 3. Bitcoin addresses are generated by the holder of a bitcoin wallet. At the time a public address is created a matching private key is created that is stored exclusively within the holders bitcoin wallet. Example: 1G2bxGMWZsximRGkbFBTwQJwp9yzup4qLS Blockchain transaction ID The unique id of the bitcoin transaction assigned by the bitcoin network. When a bitcoin payment is sent to the network a globally unique transaction id is assigned to the payment. This transaction ID is useful for discovering the details of the transaction. See Blockchain transaction URL for details. Example: 7ca6b34f41bfa920001d42ae66316472eb9d6034712d6b1d58a8c8e268 2014 BITPAY, Inc. All Rights Reserved. 4

beb348 Blockchain transaction URL An https URL where the blockchain transaction can be viewed. The details of the payment transaction can be viewed at https://blockchain.info. Transaction details include the following kinds of information: Transaction time Confirmation status Transaction fees Example: https://blockchain.info/tx/7ca6b34f41bfa920001d42ae66316472eb9d60 34712d6b1d58a8c8e268beb348 2014 BITPAY, Inc. All Rights Reserved. 5

Common Payment Exceptions The payment experience for accepting bitcoin transactions presents business scenarios that either do not exist or are much less prevalent than when accepting payment via other methods. This section enumerates these scenarios and provides descriptions, causes, and business process steps for the settlement of payment transactions that fall under these descriptions. The application of a remedy for a payment exception may be subject to one or more business rules. These rules ensure that these remedies are applied uniformly and that the application of the remedy resolves the payment exception without further question. Underpayment The purchaser sends a bitcoin payment, but the amount sent is less than the total required by the invoice. These are not credited to your account automatically; you may choose to either accept them (in which case we adjust the price of the invoice), or request that they be refunded back to the sender. To credit an underpayment to the invoice and mark the invoice fully paid, we need: UC1. Occasionally, BitPay may be unable to associate a late payment or mark an underpaid invoice fully paid due to the duration of time a transaction has been outstanding, shifts in exchange rates, or a combination of these. In this scenario BitPay will refund a customer's payment to a bitcoin address that the customer specifies, or that you provide BitPay on the customers behalf. To refund an underpayment to the purchaser, we need: A bitcoin address to which the purchaser would like the funds returned. None. Overpayment The purchaser sends a bitcoin payment, but the amount sent is greater than the total required by the invoice. The extra payment is not credited to your account automatically; you may choose to either accept it (in which case we credit the extra to your account), or request that the overpaid portion be refunded back to the sender. To credit an overpayment to the invoice, we need: 2014 BITPAY, Inc. All Rights Reserved. 6

None. To refund the overpaid portion of an overpayment to the purchaser, we need: A bitcoin address to which the purchaser would like the funds returned. None. Late Payment / Orphan Transaction The purchaser sends a bitcoin payment, but the payment does not come through until after the 15 minute window provided by the invoice has expired. The orphan transaction is set aside until either the purchaser requests it back, or you request it be credited to the invoice for which it was intended. We can sometimes find a late payment if the purchaser provides the bitcoin address to which he sent the funds. To associate an orphan with an invoice, we need: The blockchain transaction ID (i.e. https://blockchain.info/tx/7ca6b34f41bfa920001d42ae66316472eb9d6034712d6b1d58a8c8e268beb34 8) L1. Occasionally, BitPay may be unable to associate a late payment or mark an underpaid invoice fully paid due to the duration of time a transaction has been outstanding, shifts in exchange rates, or a combination of these. In this scenario BitPay will refund a customer's payment to a bitcoin address that the customer specifies, or that you provide BitPay on the customers behalf. To refund a late / orphan payment to the purchaser, we need: The blockchain transaction ID of the late payment. A bitcoin address to which the purchaser would like the funds returned. None. 2014 BITPAY, Inc. All Rights Reserved. 7

Refunding a Fully Paid Invoice The purchaser successfully sent a bitcoin payment of the correct amount, but you choose to provide a full or partial refund of that payment. To provide a refund of a fully paid invoice, we need: The amount and currency you would like to refund (i.e., 100.00 USD or 0.1366 BTC). The bitcoin address to which the purchaser would like us to send the refund. None. 2014 BITPAY, Inc. All Rights Reserved. 8

Payment Gateway API Troubleshooting Many of the most common problems associated with deploying the BitPay Payment Gateway API can be solved by referring to the instructions and advice in the Troubleshooting section of the Payment Gateway API documentation. Download the BitPay Payment Gateway API documentation from https://bitpay.com/downloads/bitpayapi.pdf. 2014 BITPAY, Inc. All Rights Reserved. 9