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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.
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.
*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 Description||Dispute Condition Code||Category Code||Category Code Description|
|EMV Liability Shift||10.1||10||Fraud|
|EMV Liability Shift Non-counterfeit Fraud||10.2||10||Fraud|
|Other Fraud: Card-Present Environment||10.3||10||Fraud|
|Other Fraud: Card-Absent Environment||10.4||10||Fraud|
|Visa Fraud Monitoring Program||10.5||10||Fraud|
|Card Recovery Bulletin||11.1||11||Authorisation|
|Late Presentment||12.1||12||Processing Error|
|Incorrect Transaction Code||12.2||12||Processing Error|
|Incorrect Currency||12.3||12||Processing Error|
|Incorrect Account Number||12.4||12||Processing Error|
|Incorrect Amount||12.5||12||Processing Error|
|Duplicate Processing/Paid by Other Means||12.6||12||Processing Error|
|Invalid Data||12.7||12||Processing Error|
|Merchandise/Services Not Received||13.1||13||Consumer Disputes|
|Cancelled Recurring Transaction||13.2||13||Consumer Disputes|
|Not as Described or Defective Merchandise/Services||13.3||13||Consumer Disputes|
|Counterfeit Merchandise||13.4||13||Consumer Disputes|
|Credit Not Processed||13.6||13||Consumer Disputes|
|Cancelled Merchandise/Services||13.7||13||Consumer Disputes|
|Original Credit Transaction Not Accepted||13.8||13||Consumer Disputes|
|Non-Receipt of Cash or Load Transaction Value||13.9||13||Consumer Disputes|
Mastercard Chargeback Reason Codes
|Mastercard Reason Code Description||Code|
|Requested/Required Information Illegible or Missing||2|
|Warning Bulletin File||7|
|Requested/Required Authorisation Not Obtained||8|
|Account Number Not On File||12|
|Transaction Amount Differs||31|
|Card Not Valid or Expired||35|
|No Cardholder Authorisation||37|
|Fraudulent Processing of Transactions||40|
|Cancelled Recurring Transaction||41|
|Correct Transaction Currency Code Not Provided||46|
|Exceeds Floor Limit, Not Authorised, and Fraudulent Transaction||47|
|Questionable Merchant Activity||49|
|Credit Posted as a Purchase||50|
|Cardholder Dispute, Defective / Not as Described||53|
|Non-receipt of Merchandise||55|
|Card-Activated Telephone Transaction||57|
|Services Not Rendered|
-Unwilling or Unable to render services
-Payment by other means
-Airline flight not provided
|Credit Not Processed||60|
|Counterfeit Transaction Magnetic Stripe POS Fraud||62|
|Cardholder Does Not Recognise-Potential Fraud||63|
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||Reason|
|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:
- 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.
- 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
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 email@example.com
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.