Merchant Access

【Order】

1.How to check the payment method that has been opened?

You can log in to the merchant platform【Settings-Profile-Contract Info】to view the payment methods that have been activated.

2.How to check the reason for order failure?

See【Appendix-Errorcode List】，modify the parameters according to the result description and place an order again. If the problem still cannot be solved, Please feedback to PayerMax technical support for verification.

【Cashier Opening】

1.Does the payment method support custom sorting?

The display order at the cash register refers to the usage ratio of the local payment method, and currently does not support custom sorting.

2.How to specify which payment methods are displayed at the cash register?

In the scenario of placing an order without specifying a payment method, the cash register will display all payment methods that have been opened in your country and meet the limit. If you don't want to display a certain payment method, you can do it through the following methods:

1. Develop the cashier page by yourself, and then specify the payment method to place an order and skip the PayerMax cashier page;
2. Contact PayerMax to close the payment method in the business contract.

3.Can the merchant name displayed at the cashier be modified?

Feedback to PayerMax Business can be modified.

4.Why is an activated payment method not displayed at the cashier page?

You can check for the following reasons, and if the problem cannot be solved, you can report back to PayerMax technical support for verification.

1. Whether the payment method is enabled in the contract
2. Whether the payment amount meets the limit
3. Is the payment amount lower than the single transaction fee?

【User Pays】

1.Is a test account available?

The test environment is a simulation result, and does not verify the authenticity of the account, as long as the format is correct, and the card number can refer to【Collaction Transaction Test】.

2.How to understand the four states of transaction success, transaction failure, transaction closing, and transaction processing?

• SUCCESS：The order has been paid successfully, please deliver the goods to the user, and PayerMax will settle the order when the settlement cycle arrives.
• FAILED：The payment of this order has failed, and PayerMax will not settle the order. The specific failure reason can be obtained in the following two ways: 1. Through asynchronous callback 2. Through the merchant platform, query or export order information.
• CLOSED：It can be considered as a kind of payment failure, and PayerMax will not settle the order. Generally, the user manually closes the order on the cashier page, or has not clicked to pay, and the order is automatically closed after half an hour.
• PENDING：The order status is in progress, please do not ship the order. If the order status is updated, PayerMax will call back to notify you as soon as possible. The possible scenarios are as follows: a. The user has not completed the payment. For example: users have no willingness to pay and exit the cash register; offline payment scenarios take a long time, etc. b. PayerMax did not receive the notification of successful channel payment due to channel processing speed delay. c. If the user fails to pay for a long time, PayerMax will close the order after the order timeout, and call back to notify your company that the payment failed.

【Notify】

Why is no callback received?

Only when the order reaches the final state (transaction success/transaction failure/transaction close), and the callback address is passed or the merchant backstage configures the callback address, the callback will be initiated. The common problems are: a. Callback address not passed/configured b. The order has not reached the final state (if the mock payment fails, you need to click the return to merchant button on the result page)

Merchant Operations

【To Pay】

1.What standard does the exchange rate refer to?

You can log in to the merchant platform-Rate-Instant Rate exchange rate to view the PayerMax exchange rate.

2.How many cards bound by users can be displayed at most at the cash register?

At present, the cash register supports displaying up to 10 cards that have been bound by the user. The recently used and successfully paid cards are displayed first, and the others are arranged according to the binding time by default.

3.The user reports that the payment has been successful, why the status queried in PayerMax is payment in progress or payment failed?

Can provide the order number, user ID and a screenshot of the successful payment certificate of the user, and send it to PayerMax technical support for verification. Possible reasons are: a. The channel did not update the status to success in time; b. Due to channel reasons, the refund is already in progress, please check the account to see if there is a refund; c. The user's actual payment fails, please check the account flow;

【Notify】

Why do I receive the asynchronous callback notification of successful transaction again after receiving the asynchronous callback notification of transaction failure?

Possible reasons for the above situation: a. For offline payment methods, there is no closing time for the channel. PayerMax has set a closing time to ensure that merchants can obtain the final status of the transaction as soon as possible. Therefore, it may appear that after PayerMax closes the order, it receives a successful notification from the channel party, and the payment method does not support refunds, so the transaction status needs to be revised. The probability of occurrence is extremely small, and PayerMax has fully evaluated and minimized the occurrence of such problems by extending the closing time. b. The network communication in some areas is relatively backward. PayerMax found that the transaction status was inconsistent after reconciliation, and the payment method does not support refunds, so the transaction status needs to be corrected. The probability of occurrence is small, and PayerMax will monitor and evaluate the above situation for a long time after access, and provide stable payment channels as much as possible.

Processing Flow：When PayerMax learns that the transaction status of the channel order has changed from failure to success, and the order does not support refunds, it will go through the order status correction process. After the correction, the service will call back asynchronously to notify the merchant again. After the order is updated to success, please ship to the customer . When the transaction fails, the message of successful payment from the user may not be received in time due to the delay of the callback information and other reasons. When PayerMax confirms the success of the user's payment through the same channel, it will update the failed transaction order as successful, and after receiving the successful transaction callback, please deliver the goods to the customer normally.

【Settlement】

1.Why are some orders not yet settled?

The settlement statement will not be generated until the successful order reaches the settlement cycle. You can check the settlement cycle of different payment methods by logging in to the merchant platform under 【Settings-Profile-Contract Info】.

2.Why did the application for settlement to the bank card fail?

The application settlement failure is generally due to the following two reasons a. Settlement to the card does not meet the minimum settlement amount (generally the minimum settlement amount is 1000USD, each time is 20USD handling fee); b. Does not support settlement to card payment methods (such as non-CARD payment methods in Egypt);

If your problem cannot be solved, please report to PayerMax technical support for verification.

3.I have already applied for settlement to the card, how long will it take to get the account

Hello, after submitting the application, the finance will be processed within T+3 days, and you can check the status update on the merchant platform.

【Refund】

1.What are the prerequisites for a refund?

Orders that have been paid successfully must meet the following four conditions at the same time before a refund can be initiated: a. The payment method supports refund b. Refunds can be initiated within 180 days after the order payment is successful c. An order with a remaining refundable amount can initiate a refund corresponding to the remaining amount d. Please ensure that the account balance is sufficient to pay for the refund

2.How to initiate a refund? And the time limit for refund?

• If the payment method supports refunds, you can request a refund by the following methods: a. Log in to the merchant's background [Acquiring Management-Order Query] order details page to initiate a refund; b. Call the refund interface to apply for a refund.
• After initiating a refund, how long does it take for the user to receive the refund
  After the refund application is initiated, the refund status of the order will be updated within one week. The timeliness for the refund to arrive depends on the channel/bank. Generally, the user can receive the refund within 15 days.

3.Why does the refund show success, but the user does not receive the money?

A successful refund only means that the channel party has successfully accepted the refund application, and the specific arrival time varies depending on channel restrictions. After you successfully initiate a refund application, the refund amount is expected to be returned to the user's original payment account within 1-15 days. Restricted by the channel, the refund status is only used to check whether the acceptance is successful, and does not currently support querying the actual status of the refund process. However, each channel generally handles the refund according to the following rules: After the refund request is successfully accepted, the funds will be returned to the original payment account of the user within 1-15 days. If the user asks, you can answer the user according to the above caliber. If your problem cannot be solved, please report to PayerMax technical support for verification.