Merchant Solutions Support

Frequently Asked Questions

What is an eWallet?


An eWallet, sometimes called a digital wallet, is a secure place that contains one or more currency purses. Your shoppers can fund an eWallet in several different ways. Once funded, shoppers can use eWallets online to buy goods or services. 

A shopper must register with the provider, and may have to complete a full KYC (Know Your Customer) process before they're allowed to use an eWallet. Some payment service providers have the concept of a verified and unverified eWallet account for users who have completed KYC and those who haven't. Verified shoppers normally have a higher spending limit.

Payment Process

The payment process of an eWallet is significantly different to that of card payments; during the payment process the shopper is authenticated, he/she then has access to the full features and functions of the eWallet account. This account may include currency conversions, top-ups, and access to other payment service providers. Shoppers may also have the option to create an unverified eWallet account during the payments process. There is a risk here that some shoppers may get lost, so we strongly recommend that you, the merchant, think carefully about your shopper base before you launch an eWallet service.

Security & Risk

Shoppers' data/information is normally encrypted  and stored securely. Usernames/passwords and email/mobile phone verification are sometimes used when systems create an eWallet account. Photo IDs and proof of address are normally produced and stored for reference during the KYC procedure. Some payment service providers use transaction limits and velocity checks to monitor the transaction in a shoppers eWallet account. Due their feature rich content, APMs and particularly eWallets are open to fraud in different way from Credit/Debit Cards and MUST NOT be sold as Cards.

What is 3D Secure?


3D Secure (3DS) allows customers to authenticate high risk transactions with confidence, with the added benefit of liability shift to the card issuer for fraudulent payments.

Despite the obvious benefits, adoption of 3DS has been limited. 3DS authentication brings friction to the payment process and provides a sub-optimal shopping experience, especially on smart devices.

To address these points the card schemes have introduced 3DS2. A new approach to authentication that puts shoppers at the center of the process, 3DS2 works with the latest smart devices to deliver a smooth and secure payment experience.

To provide the optimal 3DS experience Worldpay offer 3DS Flex. Offering both 3DS1 and 3DS2, 3DS Flex has you covered whether you're a new business looking to start with 3DS or an existing business, upgrading to 3DS2.

You can learn more about 3DS and our 3DS Flex product in our technical integration guide on the Worldpay Developer hub. You can also read more about 3DS2 in our blog.

*All merchants who use our 3DSFlex service need to ensure that all necessary fair processing notices have been provided to affected data subjects, including to provide a link to Worldpay’s Privacy Statement (which can be found here or to include a statement that Worldpay’s Privacy Statement can be found on Worldpay’s corporate website.

What are the chargeback reason codes for Visa and Mastercard?


Visa and Mastercard each use their own set of chargeback reason codes.

Note: Fraud is generally the most common chargeback dispute reason.

Visa chargeback reason codes

Dispute Condition DescriptionDispute Condition CodeCategory CodeCategory Code Description
EMV Liability Shift10.110Fraud
EMV Liability Shift Non-counterfeit Fraud10.210Fraud
Other Fraud: Card-Present Environment10.310Fraud
Other Fraud: Card-Absent Environment10.410Fraud
Visa Fraud Monitoring Program10.510Fraud
Card Recovery Bulletin11.111Authorisation
Declined Authorisation11.211Authorisation
No Authorisation11.311Authorisation
Late Presentment12.112Processing Error
Incorrect Transaction Code12.212Processing Error
Incorrect Currency12.312Processing Error
Incorrect Account Number12.412Processing Error
Incorrect Amount12.512Processing Error
Duplicate Processing/Paid by Other Means12.612Processing Error
Invalid Data12.712Processing Error
Merchandise/Services Not Received13.113Consumer Disputes
Cancelled Recurring Transaction13.213Consumer Disputes
Not as Described or Defective Merchandise/Services13.313Consumer Disputes
Counterfeit Merchandise13.413Consumer Disputes
Misrepresentation13.513Consumer Disputes
Credit Not Processed13.613Consumer Disputes
Cancelled Merchandise/Services13.713Consumer Disputes
Original Credit Transaction Not Accepted13.813Consumer Disputes
Non-Receipt of Cash or Load Transaction Value13.913Consumer Disputes

Mastercard Chargeback Reason Codes

Mastercard Reason Code DescriptionCode
Requested/Required Information Illegible or Missing2
Warning Bulletin File7
Requested/Required Authorisation Not Obtained8
Account Number Not On File12
Transaction Amount Differs31
Duplicate Processing34
Card Not Valid or Expired35
No Cardholder Authorisation37
Fraudulent Processing of Transactions40
Cancelled Recurring Transaction41
Late Presentment42
Correct Transaction Currency Code Not Provided46
Exceeds Floor Limit, Not Authorised, and Fraudulent Transaction47
Questionable Merchant Activity49
Credit Posted as a Purchase50
Cardholder Dispute, Defective / Not as Described53
Non-receipt of Merchandise55
Card-Activated Telephone Transaction57
Services Not Rendered
  -Unwilling or Unable to render services
  -Payment by other means
  -Airline flight not provided
Credit Not Processed60
Counterfeit Transaction Magnetic Stripe POS Fraud62
Cardholder Does Not Recognise-Potential Fraud63

What is liability shift?


If you have 3D secure (3DS) authentication enabled, you're no longer liable for some fraudulent chargebacks when a cardholder denies they made the purchase. Mastercard SecureCode, Verified by Visa, American Express SafeKey and JCB J/Secure are all 3DS cardholder authentication schemes which help the card issuer authenticate the identity of their cardholder when making an online purchase. If authentication is completed, liability for any subsequent fraud-related chargeback on that transaction shifts from you to the card issuer.

Cardholder authentication schemes are applicable to Internet transactions only.

When will I be covered?

Restrictions to our authentication service
Installation or Service type
Corporate Gateway Call Centre (MOTO)
The cardholder isn't able to enter their authentication details.
Recurring Payments (PayAsOrder)
Except for the first transaction (or if a cardholder changes their card details and makes an immediate payment), the cardholder isn't present to enter their authentication details.
C - level, S - level or A - level service
On these service levels you're using your own acquirer, and so you'll need to contact them to enable 3DS. Service levels are explained in the payment process.
Verified by Visa in Asia, Canada, South America and United States regions
Liability shift has changed in these regions for Visa. Click Changes to Verified by Visa liability shift for details.

What is Alipay?


Alipay is an eWallet payment method, a secure place where your shoppers can store funds to be used online.

It is available to merchants who use both the Direct and Hosted integration model.

There are two ways for a shopper to make a payment:

  1. The default option is for the shopper to use their mobile device (phone, tablet, and so on) to scan the QR code that appears on the Alipay payment page. This is the most popular payment method, used by the majority of shoppers.
  2. An alternative is for the shopper to log in to the Alipay payment page using their Alipay credentials.

You can find out more about Alipay in the Alternative Payments Guide.

What does 'enter a valid phone number' mean?


If you receive the message 'Enter a valid phone number', check that only numeric characters (0-9) are being passed in the XML element.

What's the difference between Cleared Balance, Uncleared Balance and Balance in the MAS?


Cleared Balance is the amount of funds available to you for transactions.

Uncleared Balance is the amount of funds not available to you, because it is waiting to be cleared.

Balance is the combined amount of all funds in the account.

What is Tokenisation?


Tokenisation is the replacement of sensitive credit card data with a unique identifier (the token) that cannot be mathematically reversed. Eliminating payment data from your network is the best way to help ensure that a shopper's sensitive payment information is safe.


  • Payment data is stored in secure Worldpay data centres and exchanged for a safe token
  • Token generated using proprietary algorithms and can't be mathematically reversed
  • Four token formats, used to tokenise a wide range of payment types.


  • Reduces PCI scope
  • Integrate with Worldpay Account Updater to automatically update payment data
  • Token data is meaningless to hackers

To learn more, see the Add Tokenisation part of the Worldwide Payment Gateway guide.

What is acquiring?


Acquiring is the process of obtaining funds from a cardholder using the Card Schemes. Acquiring is a licensed activity and approval is necessary from both the card scheme and the Financial Regulator of the region.

Why has my Bankout payment been rejected?


Payments can be rejected for a number of reasons at various points during the process. Some common examples why you might see your payment rejected are:

  • Incorrect bank details have been provided. We carry out validation on payment details before passing them to the bank to ensure the payment has the best chance of success.
  • An incorrect account number has been provided. Once the payment has passed Worldpay’s validation, it will undertake more validation by our bank including making sure the account number is a valid account number for that country.
  • The beneficiary bank may reject the payment because the provided account number has been closed.

A return reason is provided along with the reject notification. If you have further questions about the reason for your payment being rejected, please email

What is an APM?


An APM is an Alternative Payment Method, which is any payment method shoppers use online that is not one of the global card schemes (Visa, Mastercard or American Express).

To find out more about the APMs we offer, you can view our global payments report on the Worldpay website.

For more detailed APM integration guidance, please visit our APM Integration guide, which lists all current APMs we offer on the Worldwide Payment Gateway (WPG).

What are my integration options with Worldpay?


We offer a range of APIs to suit every type of business:

  • JSON API - our newest API, offering a mix of payment features and a selection of alternative payments. Ideal for getting up and running quickly
  • XML API - our comprehensive API, with advanced card payment features and a wide range of alternative payments. Ideal for international businesses who want rich functionality and granular control
  • HTML API - simple Hosted Payment Pages designed for non-technical, small businesses

For more information about the right solution for you, speak to your Implementation or Relationship Manager.