1 ANZ egate FAQ s Contents Section 1 General information: page 1 Section 2 Technical information for ANZ egate Merchants: page 5 November 2010 Section 1 General information Q: What is ANZ egate? A: ANZ egate is an internet gateway processor. It takes transaction information from your choice of source, whether that is a website or phone-based ordering system, and delivers it via the internet to ANZ. ANZ then processes the information, the transaction is either approved or declined, and an appropriate message is relayed back to your website or phone system. Q: How can I apply for ANZ egate? A: You can call our dedicated Merchant Services team 8am 7pm Melbourne time on 1300 366 988 to discuss your business needs. Alternatively you can go to www.anz.com/merchantconnect to apply or view more information about ANZ egate. Q: If I choose ANZ egate, who can I contact for help and support? A: Throughout the development of your ANZ egate facility, and after your payment system goes live you can contact ANZ Merchant Services for help and support on 1800 039 025. If you have a technical problem, you can email us at anzegate@anz.com and include: A screenshot of the html page with all details loaded Details of any error message Your contact details The Job Number in the Welcome Email you received, or the Merchant Name Q: How do I know if this facility suits my business needs? A: This will depend on a number of factors. Things to consider and discuss with a member of our ANZ Merchant Services team are: compatibility of your website s Shopping Cart software with ANZ egate the costs and benefits associated with using a third party gateway the costs and benefits of getting your web developer to integrate either a Bank Hosted solution or a Merchant Hosted solution
2 Q: Does ANZ egate provide Shopping Cart software? A: No, ANZ egate is a payment gateway only. You may wish to include a Shopping Cart with your website but this is something you should discuss with your web developer. Q: What is the difference between Bank Hosted and Merchant Hosted? A: Bank Hosted means that, after checking out of your website, purchasers are re-directed to a secure page hosted by ANZ egate to submit their card details. Then, following an approved or declined message is displayed, the purchaser is returned to a results page on your website. Bank Hosted mode is sometimes also referred to as Server Hosted mode. Merchant Hosted means that your website has a SSL secure page for the purchaser to enter their card details into. Card details are then transmitted to the ANZ egate server in the background via a secure, encrypted connection. If you choose to implement in this mode, you need to adopt appropriate card security measures including firewall and intruder detection software, regular scanning for viruses and worms, and you must ensure that your website does not store full card details. If you choose to implement ANZ egate in Merchant Hosted mode, you will need to fill out a Secure Internet Site Declaration form which will allow ANZ to assess the security capability of your website. Q: What is an SSL secure page? A: SSL stands for Secure Sockets Layer and is encryption software that is used to protect information that is entered into a web page. All websites that accept card payments must use SSL encryption to protect card details from being obtained by unauthorised users. Commonly, a padlock is displayed at the bottom right of a page that is SSL secure. Q: How secure is ANZ egate? A: For cardholders: The use of SSL certificates on either the Bank Hosted payment page or the Merchant Hosted payment page ensures that customer card details are protected from interception during transmission. The risk of unauthorised access of card details is greatest where card details are stored by the merchant s website. This is why, as a requirement of use, merchants using ANZ egate must protect any stored card details by encryption.
3 For Merchants: Only cardholders with sufficient funds in the card s account can successfully make a purchase using ANZ egate. While the presence of adequate funds is guaranteed, as with any card-not-present payment system, merchants using ANZ egate are at a greater risk of chargeback disputes because no cardholder signature is obtained at the time of purchase. Q: What are Verified by Visa (VbV) and MasterCard SecureCode (MCSC)? A: VbV and MCSC are measures introduced by Visa and MasterCard to provide merchants with additional protection against fraud. VbV and MCSC operate by redirecting customers to secure pages hosted by their card issuer. They are then required to verify their identity and set up shopping passwords. These measures do not cost anything extra to implement and help to reduce the risk of fraud. Q: Can I put my brand on the ANZ egate Bank Hosted payment page? A: No, the ANZ egate Bank Hosted page is ANZ-branded and your merchant name appears in the header of the page. A key reason for the page having ANZ branding is to make it clear to purchasers that they are entering their card details into a secure environment. Q: How long does an ANZ egate transaction take to process? A: Transactions generally occur in a matter of seconds. A number of variables can affect transaction speed including the speed of your (the merchant) internet connection and any possible internet congestion. Q: Can I use ANZ egate if I don t have an ANZ bank account? A: Yes, the funds from your ANZ egate facility do not have to settle into an ANZ account. Q: When will funds be settled to my account? A: Settlement occurs daily at 6.30pm Melbourne time for all ANZ egate merchants. You can access your funds on the next business day after settlement if you have an ANZ account but there can be a 2-5 day delay if your account is held by another financial institution. Q: Can I use ANZ egate to accept payments in foreign currencies? A: No, ANZ egate can only process transactions in Australian Dollars, and it is a condition of the using the facility that your prices are displayed only in Australian Dollars.
4 Q: Does this mean I can t accept payments from customers overseas? A: You can accept payments from cardholders located anywhere in the world, but the value of the transaction will be charged to the cardholder s account in Australian Dollars after the card issuer has determined the exchange rate at which to debit the cardholder s account. Q: Does ANZ egate allow me to process refunds? A: Yes, refunds are processed using the Merchant Administration system that all ANZ egate Merchants can access. Once the transaction has been identified using the unique reference number, merchants can refund the transaction back to the cardholder. Q: Will I be charged a fee for unsuccessful transactions? A: No, only approved transactions attract any fees or charges for the merchant. Please refer to your Merchant Agreement for full details of ANZ egate fees and charges. Q: What is the Merchant Administration site? A: The Merchant Administration site is a website that all ANZ egate Merchants have access to so they can manually process transactions, perform refunds, and access reporting. It is password protected to prevent unauthorised use and the transaction information stored on the site is protected by bank-standard security protocols. Q: What is a Merchant ID? A: Merchant IDs are unique numbers assigned to ANZ egate merchants. They are the key method of identifying individual merchants in the ANZ egate system, and are used by Merchants to log into the Merchant Administration site along with a password. Merchant IDs and passwords are provided to Merchants during the setup process of an ANZ egate facility.
5 Section 2 Technical information for ANZ egate Merchants Q: What is an unspecified error? A: Test ANZ egate facilities: When you or your developer process test transactions, you may see a result called unspecified error. This means that the transaction would have returned an approved result but for a problem with the card details or the value of the transaction used. If you see this error, check that the card details used for the transaction match the test card details specified in your ANZ egate kit and that the transaction value ended in 00. If you are still experiencing difficulties, you can contact us using the details listed on page 1. Live ANZ egate facilities: After your ANZ egate facility has gone live, unspecified error is a general error code that could indicate one of several specific errors. If you see this error, logon to the Merchant Administration site and go the Financial Transaction Search section. You can then look up the Acquirer Response Code for the transaction in question and compare this with the listed codes on page 11 of the ANZ egate (Virtual Payment Client) Integration Notes to find the exact error. Q: What can I do if the Sample Code I am using is invalid? A: All Sample Codes provided in the ANZ egate kit are valid. If you are experiencing difficulties it will be for a different reason. If you require assistance, please contact us using the details listed on page 1. Q: Can I develop my merchant website using html? A: No, ANZ egate cannot be implemented with a website that is written in html because an authentication routine takes place for transactions that requires a higher scripting language. Sample Codes are provided in the ANZ egate kit to assist with developing and integrating ANZ egate in ASP, ASP.NET (#C), PHP, JSP and PERL. Q: What is Secure Hash? A: The Secure Hash is used to prevent cardholders modifying transaction requests and responses.
6 Q: What browsers are incompatible with VbV and MCSC? A: There are some web browsers that cardholders cannot use if your ANZ egate facility utilises VbV and MCSC. Some common web browsers that are not compatible are Firefox and Opera. Please note that this is not an exhaustive list and some other web browsers may also be incompatible with VbV and MCSC. Q: What happens if a customer using my website doesn t get a result from a transaction request? A: If a customer doesn t see a transaction result and doesn t know if it has been processed, they will need to contact you, the merchant and quote the transaction number which will have been displayed at the start of the transaction. You will then need to logon to the Merchant Administration site and use the transaction