RealControl. User Guide. Version: v3.3

(1)

Real

Control

User Guide

(2)

Document Information

Document Name: Realcontrol EFT User Guide Document Version: 3.3

Release Date: 12th April 2013

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 However Realex Payments cannot accept any responsibility for any errors, inaccuracies, or omissions that may or may not be published in the guide.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is not liable for loss, damage, or liability arising from errors, omissions, inaccuracies, or any misleading or out-of-date information whether published in this guide or from any link in this guide.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.

1 About This Guide

This section outlines the purpose and aim of the guide, target audience, any source materials or terminology used, and a general document description. Please note that this document is regarded as confidential and is for customer use only. It has been supplied under the conditions of your payment-processing contract.

1.1 Purpose

The purpose of this guide is to provide response codes for the Realex RealAuth service.

1.2 Audience

The target audience for this guide is software and web developers and RealControl users.

1.3 Prerequisites

In order to use this guide, you should have experience with and knowledge of the following concepts:

▪ Correct use of the Realauth service, as outlined in the Realauth Developer's Guide

▪ Creation and remote submission of XML messages

1.4

1.5 Terminology

The terminology specific to the Realauth application is as follows:

Expression Definition

Acquiring bank Your bank, with which you have a merchant

services contract.

Transaction A transaction is a request sent to Realex

Payments. Transactions can be used to authorise or refund an amount on a credit or debit card. It can also be used to void or settle an amount on a card.

Authorisation /authorise The process of submitting the request to your bank in real time to authorise the payment i.e. mark the funds on the card holders account.

Batches The process of collecting all valid authorisations

for your account and submitting these to the bank for settlement, to be funded to your bank.

Settlement When the acquiring bank (your bank) pay/move

the funds to your bank account.

Settled Once the transactions have been sent to the bank

for settlement they are known as "settled" transactions.

Pending All transactions that have not yet been settled:

These may be transactions that are:

• waiting to be settled by Realex Payments automatically (occurs at 12 every night),

• need to be manually settled by you

• or have failed or are voided(cancelled) and will not be settled

Delayed A delayed transaction is a transaction that will not

be settled automatically by Realex Payments. This transaction must be manually settled within 30 days on the Realex systems. Please note that you may incur exception charges from your bank depeding on how long you take to settle the transaction. Check with your acquiring bank for

(7)

these terms and conditions when using delayed settlement.

Void If a transaction is still pending i.e. not yet settled

then it is possible to void it. A void means that the transaction will be cancelled and therefore not settled. A transaction can only be voided when it is pending. Note that the funds are still marked on the card-holders account but will not be debited.

Rebate A transaction that refunds monies to the

cardholder and will debit your account. A rebate depends on the original authorisation that was processed, and so you do not need the card number to refund the money onto the card. You can rebate up to 115% of the original amount. You can rebate a transaction for up to 180 days from when the original transaction took place.

Refund Similar to a rebate, the refund is a transaction that

refunds monies to the cardholder and will debit your account. A refund is not dependent on an original transaction and so you will need the card number to process the refund.

Online Terminal A facility for processing a transaction online. A section of Realcontrol in which a merchant can process a credit card payment.

Account You can have multiple sub accounts set up on

your main account. By default you will be set up with a sub account called "internet". You can set up further sub accounts, if you want, for example "call centre".

Realscore Realex Payment's fraud scoring tool, please see

the RealScore User Guide for further information.

Declined This is a response that you can receive when a

transaction is sent for authorisation. When an authorisation is declined, this means that the issuing bank of the card holder have decided not to allow the transaction to go ahead. Payment will not be taken from the card.

(8)

Referral A This is a response that you can receive when a

transaction is sent for authorisation. When an authorisation receives a Referral A the card has been marked as lost, stolen or cancelled. Payment will not be taken.

Referral B This is a response that you can receive when a

transaction is sent for authorisation. When an authorisation receives a Referral B, the issuing bank of the card holder will not allow the transaction to go through automatically and is requesting that you call their authorisation centre to process the payment.

1.6 Conventions

Realex documentation uses the following conventions: Note: Tips or advice for the user.

Caution: Important note. Potential financial impact.

The following table outlines the main formatting conventions used in this guide:

Convention Description Example

Blue Italic or Plain Type Hyperlinks and cross-references

For more information see Table 1.

Italics Names of other guides Realauth Developer’s Guide

Courier New Program code, screen messages,

directory files, and file names

Courier New Placeholder for element

names,

field values, or user input

card_holder_name

BOLD CAPS Error and warning

messages

(9)

2 The Transaction Process, Login, and

Homepage

You can access the realcontrol application online using your username and password and you are brought to the realcontrol homepage.

This chapter describes the following:

▪ Login

▪ Navigation Menu

▪ The Transaction Process

2.1 Login

1. Navigate to the URL https://emerchant.payandshop.com 2. In the Username field, enter your username.

3. In the Password field, enter your password.

Main Menu

(10)

2.2

2.3 The Transaction Process

The transaction is processed in two stages - authorisation and settlement.

2.3.1 Authorisation

▪ Realex Payments receive the transaction, either from your system e.g. your website or from a Realex Payments system e.g. the online terminal.

▪ Realex Payments then send the transaction for authorisation through the bank network and then send the response back to you, this happens in real time (approx 1 second).

▪ If the transaction is successful, the transaction is displayed in the pending section.You can now void the transaction and the money is not taken from the customer's card.

▪ If you are using 3DSecure there is an authentication piece which preceeds the authorisation part of the transaction. Please see the RealMPI Outline Guide for details of this process.

2.3.2 Settlement

▪ If the transaction is set up for automatic settlement then Realex Payments settles this transaction at 12 that night and sends it to the bank for settlement the following morning. Funding to your bank account will be determined by your acquiring bank.

▪ If you have any queries about when you will receive funding please contact your bank.

▪ If it is set up for delayed settlement, we send it for settlement once it's been settled by you.

▪ Once it has been sent for settlement it shows up in the batched section. When the transaction is settled you can no longer void it, however, you can process a rebate to refund the customer their money.

2.4 The Realcontrol Homepage

The homepage displays news and announcements from Realex Payments as shown below and gives you shortcuts to view all your transactions:

(12)

The homepage is broken down into several sections:

2.4.1 What do you want to do?

This section provides links to all the main transaction views of realcontrol. These sections are:

▪ Pending Transactions: transactions awaiting submission to the bank.

▪ Batched Transactions: transactions that have been sent to the bank for settlement.

▪ Voided Transactions: transactions that have been voided.

▪ Delayed Transactions: transactions that been submitted to Realex Payments as delayed settlement, and need to be manually settled.

▪ Failed Transactions: transactions that have been declined by the bank.

(13)

2.4.2 Find Transactions to Void, Settle or Rebate

This is used to find transactions that you want to void, settle or rebate. You can do this by entering text to search for in the "enter search text" field, then choose the search option in the "Pick What To Search" dropdown list to search by and click "Go". This returns a list of transactions that match your search.

2.4.3 News from our Web Site

This section provides links to the latest news items on the Realex Payments website.

2.4.4 Realex Payments Service Announcements

This section provides the latest information, relevant to Realex Payments merchants, about the Realex Payments Service.

2.4.5 Left Sub Menu

On the left hand side of the screen, the sub menu for the homepage is displayed, the options are as follows:

▪ Main Page: brings you back to the main home page.

▪ Help/Documentation

▪ Contact us

▪ Change Password: this allows you to change your login password.

(14)

3 Batched: Managing/Viewing Settled

Transactions

▪ Batch List Level

▪ Batch Details Level

▪ Transaction List Level

▪ Transaction Details Level

▪ 3dsecure Transaction Details

▪ Viewing Related Transactions

Batched - Managing and Viewing Settled Transactions

There are 4 different levels in the batch section; each level holds more information about the batch you want to view:

▪ Batch list level -this shows a list of all your batches.

▪ Batch details level -this shows the details of a selected batch.

▪ Transaction list level -this shows a list of the transactions in that batch.

▪ Transaction details level -this shows the details of a selected transactions in that batch.

3.1 Batch List Level

To manage and view settled transactions:

1. Click on the Batched option on the main menu.

Note: In the batched section batches are grouped under sub accounts. Example below is internet and moto. Click on the sub account to bring up batches for that sub account.

(15)

On this screen you can see your batches listed with the following information: Explanation of Column Titles on Batch List screen

Title Description

Batch ID This is a batch number assigned by Realex

Payments; these numbers are not be in sequence.

Date This is the date that the batch was opened, this

defaults to the date of the first authorisation request in the batch. It is not the date of batch submission.

Sales/Debits This displays the total amount and currency for

the authorisations in this batch.

Refunds/Credits This displays the total amount and currency for the refunds in this batch. Refunds/Credits are displayed in blue.

Net Total This displays the Net total and currency of the

batch i.e. Sales/Debits amount minus the Refunds/Credits amount. This also displays the

(16)

total number of transactions that were processed in this batch.

Download Click here to download the batch transactions to

excel.

Comments Click here add, edit or view comments about a

particular batch.

2. Click on next at the bottom right of the screen to see more than the first 20 batches or choose from the "Go to" dropdown list at the bottom of the screen to view a different range of batches in the list.

3. On the left hand side of the screen choose the account you want to display by clicking on the account name.

This displays the batch information for that account. Your default account is displayed automatically when you click on the batched section.

To download batches to excel:

In the batched section, you can see a download icon on the right of each batch line. This enables you to download the details of each batch into an excel spread sheet.

1. Click on the icon to open or save the file.

2. If you choose to save the file, you can save it as an excel file on your local machine.

3. Click open and the file starts downloading to excel and opens after a few seconds of downloading.

Note: When the excel file opens the data may not be formatted correctly. To rectify this, select all cells, right click and choose "format cells". In the field "Category" in the Number tab, choose "Custom" and set the type to 0. This formats all the cells correctly.

Click on the download icon here.

(17)

3.2 Batch Details Level

You can click on each batch line to see further details about the batch as shown below.

In the above example the Batch ID is 202015 and this was opened on the 28th June 11. The batch is broken down into currency, EUR displayed first and GBP is displayed next. Each currency is broken down by card type.

On this screen you can see the following info for this batch:

You can download this batch to excel also, by clicking download to excel in the top right corner. Explanation of Column Titles on Batch Details screen

Currency The currency of the batch - In this batch there are

2 currencies EUR and GBP. The totals for EUR are displayed first and then the totals for GBP are displayed.

Cardtype This field displays the card types processed in

this batch. The cardtypes are grouped by currency as displayed above.

Sales This field has 2 options:

RealAuth - Transactions processed from your website/system.

RealControl - Transactions processed from the Online Terminal.

This displays the amount processed for each cardtype. The total sale amount is displayed at the end of the column in bold.

(18)

Refunds This field has 2 options:

RealAuth - Transactions processed from your website/system.

RealControl - Transactions processed from the Online Terminal.

This displays the refund amount processed for each cardtype. The total refund amount is displayed at the end of the column in bold. (displayed in blue).

To add/edit comments about a Batch click on 'edit comment' in the bottom right hand corner. This is useful when reconciling bank statements with the Realex Payments batches.

3.3 Transaction List Level

You can click on each card type line to view the transactions that were processed. Clicking on the Visa/MC line above, displays the following transactions:

1. Click on the Visa/MC subtotal line to see the first 20 Visa and MasterCard transactions.

2. Click on the next button at the bottom right of the screen to view the next 20 transactions or you can click on the "Go to" dropdown list at the bottom of the screen to see a different range of transactions in the list.

(19)

Note: Rebates/Refunds are displayed in blue. The transactions are listed in date order. You can see the following information for each transaction:

Explanation of Column Titles on Transaction List screen

Order ID Your unique order number that was sent in the

authorisation request.

Amount/Currency Amount/Currency Amount and currency of the

transaction.

Card Type Displays the brand of the card used.

Name The cardholder name.

Cust num This displays information from the cust num field.

This information can be unique to your company for example a Customer Number. To find out how to send information in this field please consult the realauth developer's guide.

Var ref This displays information from the Var ref field.

This information can be unique to your company for example an invoice number. To find out how to send information in this field please consult the realauth developer's guide.

Prod id This displays information from the Prod id field.

This information can be unique to your company for example a product id. To find out how to send information in this field please consult the realauth developer's guide.

Date/Time The date and time the transaction was

(20)

3.4 Transaction Details Level

You can get more information on a transaction by clicking on the transaction line. This displays the following screen:

You can see the following information for the transaction: Explanation of Column Titles on Transaction Details screen

Order ID On the top of the transaction details, this is the

unique identifier for the transaction. In the example above the Order ID is 20070201130607-533.

Transaction History This displays the history of the transaction, the above transaction has been authorised so you can "click for authorisation details". If the

transaction had been voided or rebated you could view those details also.

Account The account that the transaction was processed

under. In the example above this is "internet".

Amount The value of the transaction.

Currency The currency the transaction was processed in.

Date/time The date and time the transaction was processed.

Result The result of the transaction which is passed back

(21)

example the result is 00. Please see the appendix for all response codes.

Message This is the result message which is passed back

by the card holders issuing bank. In the above example the message is AUTH CODE 532458.

Pasref This is an internal Realex Payments reference,

unique to each transaction.

Suitability Score This is the score that the transaction received by realscore, the fraud scoring tool. See Realscore section.

In Batch This shows the Batch ID of the batch that the

transaction is associated with. If this transaction was still pending and therefore not batched, then this would say "next batch".

Security Code Result This shows the result of the Security Code check. Please see the appendix for the possible security code results.

AVS Postcode Result This shows the result of the Address Verification Service (AVS) on the postcode. Please note that this can only be used for UK clients and you need to have this functionality set up in your system. Please see the appendix for the possible AVS results.

AVS Address result This shows the result of the Address Verification on the address. Please note that this can only be used for UK clients and you need to have this functionality set up in your system. Please see the appendix for the possible AVS results.

Card details This shows the name of the card holder.

Card type / Number

This shows the card type and the card number masked with X's for security reasons.

Card Issuer This displays where the card was issued if that

information is available.

(22)

Country

Transaction I.P. This shows the IP address that the transaction was sent from.

3.5 3dsecure Transaction Details

If you are set up for 3dsecure you are able to view the details of the authentication by clicking on the "click for authentication details" option in the transaction history.

The details that you can see in this section are:

Authentication details

(23)

Explanation of Details on 3dsecure Transaction Details screen

CAVV This is the Cardholder Authentication Verification

Value created during cardholder authentication.

XID This is a Realex generated transaction reference

that the merchant sends to the ACS in advance of the cardholder authentication.

ACS URL This is the address of the Access Control Server,

the issuing banks website.

ECI This is the E-Commerce Indicator, it can be the

following values: Visa

Fully authenticated - 5

Not enrolled/Attempted Authentication - 6 Non 3dsecure transaction - 7

Mastercard/Switch(UKDM) Fully authenticated - 2

Not enrolled/Attempted Authentication - 1 Non 3dsecure transaction – 0

Enrolled This displays whether the cardholder was

enrolled in the 3dsecure scheme. Y=Yes

N=No

Status This is the status of the Authentication .

Y- The cardholder successfully authenticated. N - The cardholder did not authenticate successfully..

A - The cardholder is not enrolled in the 3D Secure program however the issuing bank acknowledges the attempt. .

U - Cardholder authentication temporarily unavailable - no liability shift available.

(24)

3.6 Viewing Related Transactions

While in the transaction details screen you can link to related transactions by clicking on the common field. For example you can click on the masked card number and this displays all transactions processed on this card. Please see the below screen shot to see what common fields are available to search by.

3.7 Rebating a Transaction

A rebate is a transaction that refunds monies to the cardholder and debits the merchant (your) account. It uses the card details from the original transaction that was processed. Therefore you don't need the card details to process a rebate.

There are 2 restrictions for rebates that do not exist for refunds (see Refund Terminal - Processing a Refund)

▪ You can rebate a partial value, the full amount or up to 115% of the value originally authorised.

▪ You can rebate up to 180 days after the original transaction has been processed. After this you need to process a refund (see Refund Terminal - Processing a Refund).

▪ It is possible to enable multiple rebates on the same transaction. This is enabled on a per sub account basis. In order to enable please contact [email protected]

To process a rebate:

Show more transactions with this cardholder name

Show more transactions with this card

number

Show more transactions with this IP

Address Show the transactions

(25)

1. Find the original transaction, you can do this by using the quick search option (see Quick Search - Search for a Single Transaction) or navigate through the batched section as described above.

2. Click on the transaction line to bring you into the transaction details. At the bottom of the transaction details you can see a button "rebate this transaction" as shown below.

3. You can change the amount you want to refund and enter a comment. You need to type in your rebate password (provided by Realex Payments). You must call Realex to get this password.

4. Click on "rebate this transaction" to complete the rebate. Once the rebate has processed successfully you can find it in the pending section.

(26)

Note: Please be aware that "" means a space. Format and Length of fields

Field Format Length

Comment Lines a-z A-Z 0-9 ' ", + "" . _ - \ / @ ! ? % ( ) * : £ $ € # [ ] | =

0-255

Amount 0-9 0-8

Customer Num a-z A-Z 0-9 - "" _ . , + @ 0-50

Product ID a-z A-Z 0-9 - "" _ . , + @ 0-50

Var Ref a-z A-Z 0-9 - "" _ . , + @ 0-50

Add comments here

Enter Rebate password

Change the amount (in cents) to what you want

(27)

4 Managing/Viewing Pending

Transactions and Processing a

Transaction/Refund

▪ Managing and Viewing Pending Transactions

▪ Online Terminal - Processing a Transaction

▪ Refund Terminal - Processing a Refund

4.1 Managing and Viewing Pending Transactions

Transactions that are not settled are in the Pending section and are listed by date. You can navigate to the Pending section by clicking on the "Pending" option in the main menu.

Pending transactions fall into four categories:

▪ Next batch - view transactions that will be settled in the next batch.

▪ Voided transactions - view transactions that have been voided.

▪ Failed transactions - view transactions that have failed.

▪ Delayed settlement - view transactions that need to be manually settled. You can see these options in the pending sub menu on the left hand side of the screen.

4.1.1 Viewing Transactions in the Next Batch

The "Next Batch" option is the default screen when you click on the pending option in the main menu. This screen shows the first 20 pending transactions.

(28)

To change the account you are viewing:

From the dropdown menu at the top of the screen, select the account you want to view. To void the transaction:

Click on the red X at the end of the transaction line (see next page for more details). To view more details on the transaction:

Click anywhere on the transaction line. To view the next 20 transactions:

Click on the next button at the bottom right of the screen or click the "Go to" dropdown list at the bottom of the screen to see a different range of transactions in the list.

4.1.2 Voiding a transaction

To void the transaction you can:

1. Click on the red X at the end of the transaction line or click on the transaction line then void the transaction from the transaction details screen) as below:

Click here to void the transaction.

Pending submenu.

Click on the line view order

details.

Click here to change to account.

(29)

2. You are presented with another screen where you can enter an optional comment before continuing.

3. To complete the void, click on "submit".

Comment Line a-z A-Z 0-9 ' ", + "" . _ - \ / @ ! ? % ( ) * : £ $ € # [ ] | = 0-255

(30)

4.1.3 Viewing Voided transactions

To view a voided transaction:

Click on "voided transactions" in the Pending sub menu. This shows you a list of all the voided transactions listed by date.

To view the voided transaction, click on the transaction line and you can see the following screen:

This screen has an extra line in the transaction history, called "click for Void details". You can click on this line to view the void details.

4.1.4 Viewing Failed transactions

To view failed transactions:

Click on "Failed transactions" on the Pending sub menu. This shows you a list of all failed

transactions, listed by date. To view the failed transaction, click on the transaction line and you see the following screen:

(31)

Viewing delayed transactions

When transactions are submitted for authorisation to Realex Payments it is possible to flag these for automatic or delayed settlement.

4.1.5 Viewing delayed transactions

When transactions are submitted for authorisation to Realex Payments it is possible to flag these for automatic or delayed settlement.

Managing/Viewing Pending Transactions and Processing a Transaction/Refund

Transactions that are set to delayed settlement will authorise in real time but will not be funded to your account until you manually settle the transaction, either through realcontrol or by sending in an XML settle request.

Note: You must settle a transaction within 28 days. To view delayed transactions:

Click on the "Delayed transactions" option on the pending sub menu. The following screen is displayed:

(32)

To settle a delayed transaction:

1. Click on the "settle" option at the end of the line, denoted by the green square or you can click on the transaction line, which displays the transaction details screen. On this screen you are given the option to "settle this transaction".

When you choose to settle a transaction the following screen appears:

2. To change the amount you want to settle (up to 115%) enter the amount in the amount field.

3. Type into the Comments field if you want to leave a comment.

4. To complete this transaction click "settle this transaction".

Note: If the transaction was authenticated by 3dsecure, you must settle exactly 100% of the

authenticated value i.e. if the authenticated and authorised value was €100 then the transaction must be settled for €100.

For each field above, the length and format of the field is as follows (please note that “” means a space):

Click here to settle the transaction.

(33)

Comment Lines a-z A-Z 0-9 ' ", + "" . _ - \ / @ ! ? % ( ) * : £ $ € # [ ] | =

0-255

Amount 0-9 0-8

Customer Num a-z A-Z 0-9 - "" _ . , + @ 0-50

Product ID a-z A-Z 0-9 - "" _ . , + @ 0-50

(34)

5 Online Terminal - Processing a

Transaction

5.1 Online Terminal

The online terminal can be used to process transactions online via a Realex Payments supplied interface.

1. Select the option "Online Terminal" from the main menu to display this screen:

2. If you want to select a particular sub-account, choose the account from the dropdown

3. list at the top of the screen.

Note: The mandatory fields are marked with a star; these are required for authorisation. The rest of the

fields are for your own reporting purposes and also may be used by realscore.

4. _{In the Order ID field, enter the order ID. This is a mandatory field.} Change account

Action given on how to proceed

(35)

5. _{In the Amount field, enter the amount. This is a mandatory field.}

6. In the Name field, enter the name. This is a mandatory field.

7. In the Security Code field, enter the security code.

8. _{In the Issue No field, enter the issue number.}

9. _{In the Billing Code field, enter the billing code.}

10. _{In the Billing Co field, enter the billing country.}

11. In the Authcode field, enter the authcode.

12. _{In the Comment 1 field, enter a comment.}

13. _{In the Comment 2 field, enter a comment.}

14. _{In the Cust Num field, enter the customer number.}

15. _{In the Product ID field, enter the product ID.}

16. In the Other Ref field, enter the other reference.

17. _{In the Shipping Code field, enter the shipping code.}

18. _{In the Shipping Co field, enter the shipping country.}

For each field above, the length and format of the field is as follows: Note: Please be aware that "" means a space.

Order ID a-z A-Z 0-9 _ - 1-50 Amount 0-9 1-8 Card Num 0-9 12-19 Cardholder Name a-z A-Z 0-9 “” ‘ _ 1-100 Security Code 0-9 “” 3-4 Issue No 0-9 “” 1 Billing Code a-z A-Z 0-9 “” , . - / | 0-30 Authcode a-z A-Z 0-9 0-10 Comment 1

a-z A-Z 0-9 ' ", + “ ” . _ - & \ / @ ! ? % ( ) * : £ $ & € # [ ] | =

(36)

Comment 2

a-z A-Z 0-9 ' ", + “” . _ - & \ / @ ! ? % ( ) * : £ $ & € # [ ] | = 0-255 Cust Num a-z A-Z 0-9 – “” _ . , + @ 0-50 Product ID a-z A-Z 0-9 – “” _ . , + @ 0-50 Other Ref a-z A-Z 0-9 – “” _ . , + @ 0-50 Shipping Code a-z A-Z 0-9 “” , . - / | 0-30

When entering a transaction via this interface please note:

1. The order number must always be unique. For example, you could use an invoice number or a unique reference with your company for the transaction.

2. The amount must never contain decimal places; it is in cent value i.e. to process 10.00, type 1000 for ALL currencies.

3. The currency and card type options are restricted to what the bank have advised Realex Payments to set up on your account.

4. You can enter the security code, the 3 digit number on the back of the card, also. If you don’t have this you can choose “security code not present” in the dropdown list.

5. The other information is optional.

6. When you have filled in the information, you need to click on “process” to complete the transaction.

7. The result will appear on the top in the screen. If the transaction has gone through successfully the result will be highlighted in green. If it is unsuccessful it will be highlighted in red and you will be giving instructions on how to proceed in “Action”.

5.2 Refund Terminal - Processing a Refund

To process a refund:

(37)

2. You need to have the card number to process a refund, if you don't have these details you should process a rebate (see Rebating a Transaction).

3. The same fields as the online terminal are displayed; however you must also enter a refund password as an extra security feature (provided by Realex Payments). You need to call Realex Payments to get this refund password.

Format and Length of fields

Order ID a-z A-Z 0-9 _ - 1-50 Amount 0-9 1-8 Card Num 0-9 12-19 Cardholder Name a-z A-Z 0-9 “” ‘ _ 1-100 Security Code 0-9 “” 3-4 Issue No 0-9 “” 1 Billing Code a-z A-Z 0-9 “” , . - / | 0-30 Authcode a-z A-Z 0-9 0-10 Comment 1

a-z A-Z 0-9 ' ", + “” . _ - & \ / @ ! ? % ( ) * : £ $ & € # [ ] | =

0-255

Comment 2

a-z A-Z 0-9 ' ", + “” . _ - & \ / @ ! ? % ( ) * : £ $ & € # [ ] | = 0-255 Cust Num a-z A-Z 0-9 – “” _ . , + @ 0-50 Product ID a-z A-Z 0-9 – “” _ . , + @ 0-50 Other Ref a-z A-Z 0-9 – “” _ . , + @ 0-50 Shipping Code a-z A-Z 0-9 “” , . - / | 0-30

(38)

6 Realscore, Searching and

Administration

This chapter describes the following: Realscore

Advanced Search and Download Administration

6.1 Realscore

Realscore is designed to assist merchants with managing fraud at the point of sale by identifying negative data and pattern checking for each transaction in real time.

The result of this checking is returned with the transaction response. A low score is bad and a high score is good.

This section of realcontrol is used to configure various parameters and settings for realscore. Realscore uses data entered in realcontrol and also data sent in the transaction to carry out the checks. This is carried out on a per subaccount basis.You should also reference the realscore user guide which details how to set up the checks.

The sub menu on the left hand side of the screen has the following options:

(39)

Item Explanation

Transaction screening This is the default option displayed once you select “realscore” in the main menu. In this section you may enter values for each of the fields that you want checked at the point of sale.

E.g. enter all the shipping countries that you consider high risk and configure the system to return a lower score so your application may recognise that the card is issued in a high risk country.

Parameters The Parameters section is used for calculating averages and configuring the following:

• Set the number of transactions to use in the checks

• Set the average ticket size i.e. the average amount processed

• Set the average time between transactions

• Set up high risk times

Amount Thresholds You can specify a limit for the transaction amount; this can be done for each currency.

Weights In this section you specify how important a check is by setting its weight. For example

• If you set all weights to 100, then the checks are all of the equal importance.

• If you set check 1000 to 75 and check 1010 to 25, then check 1000 is 3 times more important than check 1010 and this will be reflected in the score received. See the weights section in the realscore user guide.

Response Values Here you need to tick the checks that you want returned in the transaction response. These will also show in the Suitability scoring screen in the transaction screening.

Config realscore rejection rules

This option only appears if you are set up to reject transactions based on Realscore. In here you can set up rules based on the checks, and if these rules are broken the transaction will be declined. Please note Realex Payments need to enable your account for this to occur.

Explanation of Realscore sub menu

Response Values

.

Here you need to tick the checks that you want returned in the transaction response. These also show in the suitability scoring screen in the transaction screening. Config realscore

rejection rules

This option only appears if you are set up to reject transactions based on Realscore. You can set up rules based on the checks, and if these rules are broken the transaction is declined. Please note Realex Payments need to enable your account for this to occur

6.2 Suitability score screen

The transaction score will be displayed in the transaction details, in the suitability score field. You can click on this score to view a break down of the checks that have passed and failed. The screen looks as follows:

(40)

As you can see from the above example check 2002, 2003, 3000, 3002 and 3300 have failed. The failed checks are shown in red with a score of 0 and the successful checks are shown in green with a score of 9.

(41)

7 Advanced search and download

In the advanced search and download, you can search for a single transaction or you can search for a range of transactions.

Clicking on the Advanced Search and Download option from the main menu will display the following screen:

For each criteria available for Advanced Search and Download above, the length and format of the field is as follows (please note that “” means a space):

Length and Format of fields in Advanced Search and Download screen

Order ID a-z A-Z 0-9 _ - 1-50 Card Num 0-9 12-19 Cardholder Name a-z A-Z 0-9 “” ‘ _ 1-100 Var Ref a-z A-Z 0-9 – “” _ . , + @ 0-50 Cust Num a-z A-Z 0-9 – “” _ . , + @ 0-50 Quick Search – Search for a single transaction Search for a range of transactions

(42)

Product ID

a-z A-Z 0-9 – “” _ . , + @ 0-50

Advanced search and download is broken into two sections Quick Search – Search for a single transaction

Search for a range or transactions

7.1 Quick search – Search for a single transaction

The quick search can be found at the top of the advanced search and download screen, in the top left hand corner of the screen and also on the homepage.

You can search for a transaction using the following search criteria: Credit Card Number

Order ID

Cardholder Name Variable Reference Customer Number Product ID

For each criteria available for Advanced Search and Download above, the length and format of the field is as follows (please note that “” means a space):

Order ID a-z A-Z 0-9 _ - 1-50 Card Num 0-9 12-19 Cardholder Name a-z A-Z 0-9 “” ‘ _ 1-100 Var Ref a-z A-Z 0-9 – “” _ . , + @ 0-50 Cust Num a-z A-Z 0-9 – “” _ . , + @ 0-50 Product ID a-z A-Z 0-9 – “” _ . , + @ 0-50

(43)

For example, if you want to search for a transaction using the cardholders name you need to

• enter the name into the “enter search text”

• and then in the dropdown list “pick what to search” choose Cardholder name

• click on “Quick Search” link to complete the search

• This will display all transactions with that name.

7.2 Search for a range of transactions

You can download a range of transactions between two dates, at the bottom of the advanced search and download section. The screen is as follows:

• Enter the “from” and “to” dates; you can use a calendar by clicking on “choose”. The “to” date will default to a day after the “from” date, however you can extend your search if you wish. The maximum search is one calendar month.

• Your default sub account will be automatically chosen, so if you want to use a different account you will need to select it.

• You can then click on “Search and Display” to display them to the screen or “Search and Download” to download them to an excel spreadsheet.

7.3 Search Archives

The Search archive section is very similar to advanced search and download; however it is used to search for transactions that have been archived by Realex Payments. This can be used to find transactions that are 6 months or older.

7.4 Administration

This section has 2 options

Change password – to change your login password

(44)

7.5 Change Password

In administration, you have the option to change your password.

To change your password successfully, you must use the following criteria: Password must:

Be at least 7 characters in length;

Contain a mix of at least 3 of the following four groups

o upper-case letter(s)

o lower-case letter(s)

o number(s)

o symbol(s)

You cannot use a password previously used

The number of days that are left before your password will expire is displayed at the top of the screen. Once your password expires you will be forced to change it.

(45)

7.6 Configuration

If you are using the realauth Redirect method of integration, we will store a template branded to look like your website to be displayed on the payment page.

In this section you can add information which will be displayed on your template page. When you click on the configuration option, you see the following screen:

On this screen you have the following options: Information text

Success Text Failure Text

Below is the list of html tags allowed in the “Template Text for account” page in the “Account Administration” section of RealControl:

"table" "tr" "td"

(46)

"font" "h1" "h2" "h3" "h4" "h5" "h6" "p" "br" "hr" "b" "i" "ul" "li" "ol" "a"

7.7 Information text

In the Top text box you can enter text that will show up above the Payment form on your template. There are 4 variables you can use in this text, to display the amount, comments and the Order ID. They are as follows:

<#TOTAL#> - this is the amount formatted like EUR 10.00 <#COMMENT_1#> - the contents of comment 1

<#COMMENT_2#> - the contents of comment 2 <#ORDER_ID#> - the order id.

For example, you can enter the following text:

Your order id is <#ORDER_ID#>. You will be charged <#AMOUNT#>. <#COMMENT_1#>

(47)

Your order id is ORD122-122. You will be charged EUR 99.91. Thank you for your business.

Where the ORDERID was ORD122-122, AMOUNT was 9991 and COMMENT_1 was “Thank you for your business".

7.8 Success Text

The second box will display the entered message to the cardholder who has had a successful transaction, however Realex Payments have encountered difficulty when trying to connect to your response page. Enter the message that you wish the cardholder to see.

7.9 Failure Text

The third box will display the entered message to the cardholder who has had an unsuccessful transaction, however Realex Payments have encountered difficulty when trying to connect to your response page. Enter the message that you wish the cardholder to see.

(48)

8 Appendix

This appendix lists the following:

▪ The current set of result codes returned by the Realex Payments system.

Transaction Response Codes

Note: These messages are subject to change without notice.

Code Description

00 Successful 101 Declined by Bank

102 Referral by Bank (treat as decline in automated system such as internet) 103 Card reported lost or stolen

2xx Error with bank systems

3xx Error with Realex Payments systems 5xx Incorrect XML message formation or content 666 Client deactivated. RESULT MESSAGE 00 AUTH CODE: nnnnnn 101 CANCELLED CARD 101 CARD EXPIRED 101 DECLINED 101 INVALID AMOUNT 101 INVALID CARD NO. 101 INVALID CURRENCY 101 INVALID EXP DATE 101 INVALID MERCHANT 101 INVALID TRANS 101 NOT AUTHORISED 101 RETAILER UNKNOWN 101 UNABLE TO AUTH 102 CALL AMEX

102 CALL AUTH CENTRE 102 REFERRAL

102 REFERRAL B 103 REFERRAL A 103 PICK UP CARD 103 RETAIN CARD

106 Auth Failed - Contact Auth Centre (Generally Switch Card issue number is incorrect) 107 Fails Realscore Fraud Checks

(49)

109 Comms Error – scheduled bank maintenance 200 Unspecified bank error

202 Network error: cannot connect to EPoS 205 Comms Error – bank connection error. 301 Cannot connect to Database

302 Configuration error with your bank details (acquiring bank) - please contact realex payments 303 There is no default merchant account set. Please contact realex payments if you continue to

experience this problem.

303 Error in configuration - merchant has more than one config for this currency/card combination 303 Somehow more than one transaction matches these parameters.

304 Can't find transaction details in database

305 Realex Payments are currently updating the system. We apologise for the inconvenience. 501 This transaction has already been processed.

502 Compulsory field not present - cannot continue. Please check the Developer Documentation for compulsory fields

502 Type [type] not implemented. Please check the Developer Documentation for allowed types 503 Request type not recognised

503 Request type [type] not allowed for this merchant

504 There is no such merchant id. Please contact realex payments if you continue to experience this problem.

505 md5hash incorrect - check your code and the Developers Documentation 505 sha1hash incorrect - check your code and the Developers Documentation 505 You are not allowed to access this service from there!

505 The refund password you entered was incorrect.

506 There is no such merchant account. Please contact realex payments if you continue to experience this problem.

506 No xml in request 506 Too much data 506 Bad xml formation

507 currency/card combination not allowed 508 Invalid data in merchantid field 508 Invalid data in account field

508 Invalid characters in order id - please use only A-Z a-z 0-9 _ - 508 Please only numbers in amount - see developers guide 508 Leading zeros or or other error in amount field

508 Zero, negative or insufficient amount specified 508 Invalid data in currency field

508 Invalid data in timestamp field 508 Invalid timestamp

508 Transaction out of date 508 Invalid hash supplied 508 Invalid Auto Settle flag 508 Invalid Auto Settle flag

508 Invalid Data in Billing code field 508 Invalid Data in Billing country field 508 Invalid Data in Shipping code field 508 Invalid Data in Shipping country field

508 invalid characters in cust num - please use only A-Z a-z 0-9 _ - . , + @

508 invalid characters in variable reference - please use only A-Z a-z 0-9 _ - . , + @ 508 invalid characters in product id - please use only A-Z a-z 0-9 _ - . , + @

(50)

508 Invalid data in card type field

508 Can't find original transaction in database.

508 The original transaction failed! You can't rebate a failed transaction. 508 You may only rebate up to 115% of the original amount.

508 Can't find original transaction in database. 508 This transaction was successful the first time!. 508 Can't find original transaction in database. 508 Can't settle a settled transaction.

508 Can't settle for more than 115% of that which you authorised. 509 NonNumeric in Credit card number.

509 Invalid credit card length 509 NonNumeric in issue number. 509 Invalid issue number length

509 Only Switch cards have issue numbers 509 Card number fails Luhn Check

509 Invalid expiry date 509 Card Expiry date in past 509 Expiry month invalid

509 That Card Number does not correspond to the card type you selected 509 An ECI value must be included for MPI enabled accounts.

509 Length of CVV data is incorrect

510 That amount is greater than the max allowed 511 Unable to connect to the merchant response url

512 This transaction has already been rebated and cannot be rebated again. 512 Original transaction not found

512 You may only refund the original cardnumber.

512 You can't refund a delayed transaction that has not been sent for settlement. (You are refunding money to a customer that has not and never will be charged!)

512 Original account was not [account]

512 Original transaction currency was not [currency]

512 You may only refund 115% of the value of the original transaction.

512 This transaction has already been refunded through the epage remote interface and cannot be refunded again.

513 Can't void a settled transaction.

514 Original Transaction Failed! If you just want to give money to the customer use the refund terminal in emerchant.

514 Original Transaction was Successful! 514 Can't settle a settled transaction.

514 Can't settle a transaction already settling.

666 This account has been deactivated. Please contact realex payments for further details.

8.1 Security Code ResultsT MESSAGE

Result Message

M Security code Matched

N Security code Not Matched

I Security code Not checked due to problem

U Security code Not checked as Issuer not certified

(51)

8.2 AVS Results

E

Result Message

M Data Matched

N Data Not Matched

I Data Not Checked

U Unavailable

P Partial Match

(52)

Connect with us online:

/realexpayments @realexpayments @realex_uk @realex_france /realexpayments /companies/realex-payments

Our office Locations:

Dublin

The Observatory,

7-11 Sir John Rogersons Quay, Dublin 2, Ireland tel: +353 (0)1 2808559 | fax: +353 (0)1 2808538 www.realexpayments.com | .ie [email protected]

London

1 Lyric Square London W6 0NB United Kingdom tel: +44 (0)203 178 5370 | fax: +44 (0)207 691 7264 www.realexpayments.co.uk [email protected]

Paris

5 rue du Helder 75009, Paris France Tel: +33 (0)1 53 24 53 29 | fax: +33 (0)1 53 24 53 39 www.realexpayments.fr [email protected]

RealControl. User Guide. Version: v3.3

Real

Control

User Guide

Document Information

Legal Statement

Disclaimer

Company Information

Table of Contents

1

About This Guide

1.1

Purpose

1.2

Audience

1.3

Prerequisites

1.4

Related Documents

1.5

Terminology

1.6

Conventions

2

The Transaction Process, Login, and

Homepage

2.1

Login

2.2

Navigation Menu

2.3

The Transaction Process

2.3.1 Authorisation

2.3.2 Settlement

2.4

The Realcontrol Homepage

2.4.1 What do you want to do?

2.4.2 Find Transactions to Void, Settle or Rebate

2.4.3 News from our Web Site

2.4.4 Realex Payments Service Announcements

2.4.5 Left Sub Menu

3

Batched: Managing/Viewing Settled

Transactions

3.1

Batch List Level

3.2

Batch Details Level

3.3

Transaction List Level

3.4

Transaction Details Level

3.5

3dsecure Transaction Details

3.6

Viewing Related Transactions

3.7

Rebating a Transaction

4

Managing/Viewing Pending

Transactions and Processing a

Transaction/Refund

4.1

Managing and Viewing Pending Transactions

4.1.1 Viewing Transactions in the Next Batch

4.1.2 Voiding a transaction

4.1.3 Viewing Voided transactions

4.1.4 Viewing Failed transactions

4.1.5 Viewing delayed transactions

5

Online Terminal - Processing a

Transaction

5.1

Online Terminal

5.2

Refund Terminal - Processing a Refund

6

Realscore, Searching and

Administration

6.1