Bibit Administrative Manual Pre Release Version 1.0.2 February 2003 Jan-Willem Aarts
Table of content 1 About this Manual 3 1.1 Intended Audience 3 1.2 Feedback 3 1.3 Terminology 3 2 Overview of the payment process. 5 2.1 The payment process. 5 2.2 Communicating the results 5 3 The order report 6 3.1 What information does the order report provide? 6 4 The transfer report 7 4.1 What information does the transfer report provide? 7 4.1.1 The header 7 4.1.2 Management Summary 7 4.1.3 Transfer Details: Payments settled 7 4.1.4 Payment method overview 7 4.1.5 Transfer Details: charged-back payments 7 4.1.6 Transfer Details: refund payments 7 4.1.7 Transfer Details: Miscellaneous transactions 7 4.1.8 Deposit corrections 8 4.1.9 Transferred amounts 8 5 The capture report 10 5.1.1 Transaction overview 11 5.1.2 Payments settled 11 5.1.3 Payment method overview 11 5.1.4 Payments charged-back 11 5.1.5 Payments refunded 11 6 The Merchant Interface 12 6.1.1 Status page 12 6.1.2 Payments page 14 6.1.3 Orders page 17 6.1.4 Profile page 17 6.1.5 Risk Management Module page 27 6.1.6 Dispute Management page 28 7 The Bibit invoice 32 8 Frequently Asked Questions 33 8.1 When to expect payments from Bibit? 33 8.2 What is the deposit for and when can I expect it back? 33 8.3 How can I do a refund? 34 8.4 How long does it take to fully process a refund? 34 8.5 How can I cancel a payment? 34 8.6 Why did I get a charge-back? 34 8.7 How can I prevent charge-backs? 35 8.8 Why doesn't this order have a payment status? 35 8.9 How can I increase the maximum transaction amount? 35 Index 36
1 About this Manual This manual explains how the administrative tools of the Bibit Payment Service work. The administrative tools described in this manual are the on-line Merchant Interface (http://www.bibit.com/merchant), the financial reports (order, capture and transfer reports), the Risk Management Module and Dispute Management. It will also explain how the money flows from the shopper to Stichting Derdegelden Bibit Internet Payments (Stichting Trusted Third Party Bibit Internet Payments) to the merchant. This manual describes the flow from the point of view of the money, to fully understand the flow from the point of view of the system, please read the Implementation Manual. Certain functionalities or processes are not described in this manual but instead a reference to the appropriate section of the Implementation Manual is provided. 1.1 Intended Audience The intended audience for this manual are merchants who use the Bibit Payment Service for the processing of their payments, merchants who are considering connecting to the Bibit Payment Service and technical staff who need to know more about the administrative procedures to design a back-office system for merchants connecting to the Bibit Payment Service. 1.2 Feedback In order to improve the quality of this manual we would like to invite you to provide us with constructive feedback. You can do this by sending an e-mail to: feedback_adminman@bibit.com. 1.3 Terminology Below you will find a list of terms used throughout this manual. Better understanding of these terms will greatly improve the understanding of the process. Merchant Interface: this is the online tool, which gives the merchant access to an overview of the statuses of all the orders and payments processed by the Bibit Payment Service on the merchant's behalf. The merchant interface also provides access to the Risk Management Module and Dispute Management. It can be accessed from http://www.bibit.com/merchant using the merchant code and the password. Issuing bank: this is the actual bank that issued a particular shopper's credit card. Not all credit cards need to be issued by the credit card companies. Financial Institutions: these are the (issuing) banks, credit card companies, and acquirers that make up the financial network the Bibit Payment Service uses to process transactions. Acquirer: this is a financial institution that interfaces between the Bibit Payment Service and the card issuing banks to obtain a response to the authorisation request in an order. Reconciliation: this is the process of determining which payment belongs to which order and adding it to the merchant's batch. Due to the different ways payment methods work and the way the financial institutions operate, the time it takes for a certain payment to go through the full reconciliation process differs from method to method. Bibit Administrative Manual, version1.0.2-3 -
Batch: in the context of this manual a batch is the collection of money the Bibit Payment Service has received for a particular merchant, which has been reconciled. A batch generally covers a period of one week. Authorisation: is the permission, or the process of obtaining this permission, from the issuing bank to debit a particular card for a particular amount. Authorisations have a typical 'lifespan' of 14 days. Refusal: the merchant has not been given permission to debit a particular card for a particular amount. Most of the time the issuing banks provide no specific reason. Refund: the money debited from a card is being or has been refunded to the cardholder. In case of a partial refund only a part of the money has been refunded. Capture: the process of actually enforcing the authorisation to collect money from a credit card. Information request: the issuing bank or credit card company have questions about a particular transaction and ask the merchant to provide them with extra information. Not providing this information may lead to a charge back. Charge back: a charge back usually occurs when a cardholder has denied a particular transaction with his credit card company or issuing bank. The credit card company will generally favour their customers, the cardholders, and take the money back from the merchant and return it to the cardholder. Dispute Management: an integral part of the Merchant Interface used for automatic communication between the merchant and the acquirer in the case of an information request. Risk Management Module: optional paid service used to manage the merchant's risk when accepting credit card payments over the Internet. Access to this optional module is provided through the Merchant Interface. Order: an order is the collection of information that contains all the information about what a shopper ordered at the merchant's shop. This is what is contained in the XML order sent to the Bibit Payment Service. Payment: is an order that has received a payment result. This can be any of the possible payment results (i.e. refused, signed form received, cancelled, etc). So a payment doesn't necessarily mean actual money has changed hands. Bibit Administrative Manual, version1.0.2-4 -
2 Overview of the payment process. This section provides a basic overview of the process of merchants receiving money from their shoppers. Later on in this manual all parts of this process will be discussed in more depth. 2.1 The payment process. From the moment all necessary payment details (bank account or credit card details) of the shopper are stored in the Bibit Payment Service the actual payment process can start. Below you will find a description of the payment process for a credit card: 1. Payment details are sent to an acquirer 2. The acquirer either authorised/refuses the transaction (this happens when the acquirer is the issuer of the card) or contacts the issuing bank for an authorisation. 3. The result of the payment (authorised/refused) is sent back to the Bibit Payment Service. 4. The Bibit Payment Service will inform the merchant's system about the result. And the merchant's system will inform the shopper. 5. When the transaction has been refused the merchant can let the shopper try again using a different card or payment method. The payment status of the order will be set to 'refused'. 6. When the transaction has been authorised the payment status of the respective order will be set to 'authorised'. 7. After a set period of time (Capture delay, standard 5 days) or a (manual) capture message from the merchant's system, the Bibit Payment Service will instruct the financial network to transfer the money from the cardholder to the Stichting Derdegelden Bibit Internet Payments. The capture delay can be set by the merchant ranging from 0 to 14 days, or can be switched off completely, see section 6.1.4. 8. After the money has landed on one of Bibit's bank accounts the money will be reconciled to the appropriate order. 9. The money is placed in the current batch of the merchant and will be paid out 2.2 Communicating the results All communication between Bibit Payment Service and the merchant is done electronically over the Internet. This can be done through e-mail messages or http messages as described in the Implementation Manual. Next to this all orders and payments can be consulted through the online Merchant Interface (http://www.bibit.com/merchant) and the Merchant test interface (http://www.bibit.com/merchant-test). Next to the 24/7 real time information in the merchant interface there are several other ways the Bibit Payment Service communicates to the merchant. Bibit Administrative Manual, version1.0.2-5 -
Confirmation messages: these messages are sent after certain changes in the payment status of an order. Not all merchants will want to use these messages, some merchants will use the XML responses when using XML Direct. Order reports: these daily reports provide the merchant with information about the orders that were authorised the previous 24 hours. Capture reports: these daily reports provide the merchant with information about all payments that were captured the previous 24 hours. These reports are only available for selected merchants only. Transfer reports: these weekly batch reports contain the reconciliation details for all payments that have reached the 'settled' status and are being transferred or already have been transferred to the merchant's bank account. The confirmation messages are discussed in the Implementation Manual chapter 6. 3 The order report The Bibit order report is sent to the merchant on a daily basis to notify the merchant of any changes in the orders. The order report contains all the new orders since the last order report was created. These reports are created automatically and cannot be resent. 3.1 What information does the order report provide? OrderCode: this is the unique order code generated by the merchant's system which is passed on to the Bibit Payment Service in the XML order. Method: this is the payment method used for the transaction. Currency: the currency used for the transaction. Amount: the amount of the transaction Status: the status of the transaction. Consult the Implementation Manual (section 6.1) for an overview of all payment statuses. Sum of authorised payments (EUR) : the total amount of the transactions in this report and the currency. ORDER REPORT Previous Report Date : 2002-7-23 This Report Date : 2002-7-24 Merchant : MERCHANTCODE Number of orders : 5 OrderCode Method Currency Amount Status Date 1235_abs SOLO-SSL EUR 16.70 AUTHORISED 2002-7-23 1238_abs INCASSO_NL-FAX EUR 35.75 AUTHORISED 2002-7-23 1245_abs ECMC-SSL EUR 11.85 AUTHORISED 2002-7-23 1250_abs VISA-SSL EUR 40.85 AUTHORISED 2002-7-23 1251_abs ECMC-SSL EUR 37.91 AUTHORISED 2002-7-23 Sum of authorised payments (EUR) EUR 203.06 Bibit Administrative Manual, version1.0.2-6 -
4 The transfer report The transfer report is also known as the 'batch' report as it contains the information about the batches paid out to the merchant. It contains an overview of all payments and accounting transactions that affect the amount paid out to the merchant. Its purpose is to explain and justify the transfer amount. Furthermore, it gives the merchant some useful management information about the orders. 4.1 What information does the transfer report provide? The transfer report consists of several sections. 4.1.1 The header The report header contains the merchant code, the date the report was created, the batch number the report concerns and the settlement currency. 4.1.2 Management Summary The Management Summary provides the merchant with an overview of the number of payments and transactions the report relates to. It shows the total amounts per currency. 4.1.3 Transfer Details: Payments settled This part of the report contain the details of all the payments settled to the merchant. OrderCode: this is the unique order code generated by the merchant's system which is passed on to the Bibit Payment Service in the XML order. Method: this is the payment method used for the transaction. Shopper Payment: the colums show the currency and amount of the payment done by the shopper. Most of the time, these are identical to the order currency and amount that the merchant sent to the Bibit Payment Service, but in some cases, the currency can be different from the order currency. Cost: specifies the costs of the financial institution for this transaction. The Bibit costs will be invoiced separately once a month. Net: is the net amount that Bibit owes the merchant for this transaction which will be transferred to the merchant's bank account. 4.1.4 Payment method overview This information gives a summary of the number of settled payments per payment method 4.1.5 Transfer Details: charged-back payments This provides an overview of all the transactions that have been charged-back. Charged-back amounts are debit amounts and will reduce the amount transferred to the merchant. The costs of the charge-backs will be invoiced. 4.1.6 Transfer Details: refund payments This section provides the details of all refunded payments in this transfer batch. Normally, refunds amounts are debit amounts and will reduce the amount transferred to you. The costs of the refunds will be invoiced. 4.1.7 Transfer Details: Miscellaneous transactions This section provides the merchant with the details of all miscellaneous transactions that relate to this transfer batch. Miscellaneous transactions do not relate to a payment or an order. Some of these transactions relate to foreign exchange transactions because Bibit may receive money in several currencies while an in individual transfer is by definition in only one currency. Miscellaneous transactions can also relate to manual corrections. Bibit Administrative Manual, version1.0.2-7 -
4.1.8 Deposit corrections This section of the report provides information about which changes, if any, have been made in the deposit position of the merchant. 4.1.9 Transferred amounts This section of the report provides information about the total amount transferred to the merchant; it is the sum of all transactions in this report minus the costs of the financial institutions. It also states the date the money was transferred. The minus sign in the transaction amount indicates this is a debit amount (debited from Bibit). In exceptional cases Bibit may deduct the monthly fees from the transferred amount. This only happens when merchants do not pay the invoices even after repeated reminders. TRANSFER REPORT Merchant : MERCHANT Report date : 2002-6-15 Batch number : 14 Currency of settlement : EUR MANAGEMENT SUMMARY TRANSACTIONS OVERVIEW Debit Credit 1 payments settled (EUR) EUR 499.74 TRANSFER DETAILS PAYMENTS SETTLED (ordered by order code, grouped by payment method) OrderCode Method Shopper Payment Cost Net Description 123545687890 ELV-SSL EUR 500.00 EUR 0.26 EUR 499.74 Sum EUR 0.26 EUR 499.74 Bibit Administrative Manual, version1.0.2-8 -
Number PAYMENT METHOD OVERVIEW (SETTLED PAYMENTS ONLY) Payment method 1 ELV-SSL 1 Settled payments No charged-back payments in this transfer report. No refunds in this transfer report. No miscellaneous transactions in this transfer report. No deposit corrections in this transfer report. Description TRANSFERRED AMOUNT(S) (This amount equals the sum of all transactions in this report. A debit amount, indicated by a minus, reflects a transfer from Bibit to the merchant.) Net amount transfer Jun 15 2002 5:53PM EUR -499.74 Bibit Administrative Manual, version1.0.2-9 -
5 The capture report The Bibit capture report is sent to the merchant on a daily report containing all the information about the captured payments of that day. This report is only available for selected merchants. These merchants must have their own accounts with acquirers. Though the merchant may select these reports in the report settings in the profile page of the merchant interface, they will only be active when Bibit activates them. Though it is a capture report it shows the settled payments. These are payments settled by the merchant, not by Bibit as most of the merchants that are eligible for this report do their own cash management and use the Bibit Payment Service for the reconciliation features. CAPTURE REPORT Merchant : MERCHANTCODE Report date : 2002-1-7 Batch number : 69 Currency of settlement : GBP MANAGEMENT SUMMARY TRANSACTIONS OVERVIEW Debit Credit 4 payments sesttled by merchant (GBP) GBP 1,448.07 4 payments refunded by merchant (GBP) GBP 3,195.20 CAPTURE DETAILS PAYMENTS SETTLED (ordered by order code, grouped by payment method) OrderCode BackOfficeCode Method Description Shopper Payment Captured G73520 330072091 ECMC-SSL GBP 86.10 GBP 86.10 G94266 330097633 SWITCH-SSL GBP 998.76 GBP 998.76 G94441 330097855 SWITCH-SSL GBP 135.13 GBP 135.13 G73283 330071825 VISA-SSL GBP 228.08 GBP 228.08 Sum GBP 1,448.07 Bibit Administrative Manual, version1.0.2-10 -
Number PAYMENT METHOD OVERVIEW (SETTLED PAYMENTS ONLY) Payment method 1 VISA-SSL 1 ECMC-SSL 2 SWITCH-SSL 4 Settled payments No charged-back payments in this capture report. OrderCode BackOfficeCode Method Description PAYMENTS REFUNDED Shopper Payment Captured G30827 330024079 ECMC-SSL GBP 1,039.88 GBP -1,039.88 G34619 330027311 ECMC-SSL GBP 2,011.57 GBP -2,011.57 G40588 330032869 ECMC-SSL GBP 145.36 GBP -85.00 G85827 330087571 VISA-SSL GBP 1,070.43 GBP -58.75 Sum GBP -3,195.20 5.1.1 Transaction overview This section of the report provides information about the total number of transactions in this report, grouped by settled, refunded and charged-back transactions. 5.1.2 Payments settled This section of the report provides information about all the payments that have been settled by the merchant. When the merchant uses 'back office code' it will be used in this report too. The list is ordered by order code and grouped by payment method. The list states the shopper payment and the captured amount separately as it is possible to do partial captures. 5.1.3 Payment method overview This section of the report provides an overview of all the payment methods that have been used. 5.1.4 Payments charged-back This section of the report provides an overview of the payments that have been charged-back. In this example there are no charge backs. 5.1.5 Payments refunded This section of the report is an overview of the payments that have been refunded. The list is set up in the same way as the 'Payments captured' list. The amounts are negatives as these amounts will be debited from the next batch. Please note: this report is available for selected merchants only! Bibit Administrative Manual, version1.0.2-11 -
6 The Merchant Interface The merchant interface provides 24/7 real time online information about all the orders and payments for merchants using the Bibit Payment Service. Next to all the real time information the merchant interface can also be used to perform certain tasks on the payments. Tasks such as, refunding or cancelling a payment. Several non payment-related tasks can also be done using the merchant interface. Amongst others these include changing the location the reports are sent to, switching the sending of reports off and changing the automatic capture delay. Both environments have their own merchant interface: http://www.bibit.com/merchant (production environment) http://www.bibit.com/merchant-test (test environment) These urls will redirect the browser to a secured environment where the merchant can log in using the merchant code (all capitals) and the password. 6.1.1 Status page The opening page of the merchant interface displays information about the financial position of the merchant. It contains information about the amount that is to be transferred by the financial institutions and the amount that is collected by Bibit and will be transferred to the merchant's account that period. This information will also be shown when the merchant clicks on 'status' in the menu on the left side of the screen. The status page contains the following information: To be received from Financial Institution: the total of the captured and the authorised payments that have not yet been transferred by the financial institutions to Bibit for the merchant's account. To be transferred to Merchant: this is the amount that Bibit has been collected for the merchant, but not yet transferred, in other words it's the batch total of the currently open batch. Normally this amount will be transferred in the next batch. Batches: open, closed. By clicking on 'closed' an overview of all closed batches will be shown, by clicking on 'open' an overview of all open batches will be shown. Transferred to Merchant: this is the total amount that has been transferred to the merchant. This amount is zeroed after the transfer from the Bibit account to the merchant's bank account has been confirmed. This could be used as a check whether or not the amount has been sent. Deposit: the amount Bibit holds in deposit for the merchant. Bibit Administrative Manual, version1.0.2-12 -
To be received from Financial Institution currency CAD EUR GBP USD amount 550.160,04 0,00 0,00 0,00 To be transferred to MERCHANTCODE USD 0,00 Batches: open closed none Transferred to MERCHANTCODE USD 0,00 Deposit USD 0,00 6.1.1.1 Closed batches When clicking on 'closed' in the 'batches' section, a list of all closed batches will be shown. Clicking on 'details' will open a screen with all the details of that batch. The descriptions 'AUTO', 'NO REFERENCE', etc don't have any particular meaning for the merchant, these are codes used by the reconciliation department at Bibit. 1 AUTO closed: 06/06/2000-10:14 details 2 closed: 03/07/2000-17:07 details 3 closed: 10/07/2000-16:30 details 4 closed: 17/07/2000-16:35 details 5 closed: 24/07/2000-16:13 details 6 NO REFERENCE closed: 31/07/2000-17:41 details 7 closed: 08/08/2000-15:39 details 8 AUTO closed: 04/10/2000-13:29 details Below is an example of the details shown after clicking on 'details' in the 'closed' batch list. The information below is from batch 23 for merchant DEMO. The online version only provides the basic information about the batch. Bibit Administrative Manual, version1.0.2-13 -
details for batch nr. 23 of SETTLED_BIBIT_NET - DEMO foreign code closed date 23/07/2002-08:35 balanced yes Payments amount description payment date payment method order code EUR 0,77 17/07/2002-09:23 RABO-DIRECTBETALEN DEMO1026824924097 EUR 0,97 18/07/2002-14:09 ECMC-SSL 03072002 EUR 0,97 18/07/2002-14:09 ECMC-SSL 03072002 EUR 0,77 deposit Jul 23 2002 8:35AM 6.1.2 Payments page When clicking on 'Payments' in the menu on the left part of the screen the merchant will be presented with an overview of all payments dating back to one month after today. This overview provides the following information. Order code: this is the order code the merchant's system created when sending the order to the Bibit Payment Service. Creation date: this date indicates the date and time when the first payment result occurred. With online payment methods like credit cards this date and time is virtually identical to the date in the orders page. When a bank transfer is used as payment method the date the order was created and the date the first payment status was reached usually aren't the same. Amount: this is the amount of the payment. Last event: this is the current payment status. More information about payment statuses can be found in the Implementation Manual section 6.1. Risk: this is the total score of the checks the Risk Management Module applied to the payment. Only merchants who subscribe to the Risk Management Module are able to see this information. The information in this page can be sorted on all and any of the above by activating the funnel shaped icons. The filters can be used in combination for instance to filter all payments with a risk score higher than 90 for an amount of Euro 80,50 and creation date 17/07/02. Filters that are in use have a green bold funnel shaped icon. Bibit Administrative Manual, version1.0.2-14 -
When a specific transaction that should be there doesn't show up, an 'unwanted' filter might still be switched on. Disabling a filter can be done by clicking on the respective green funnel shaped filter icon and clicking on Disable amount filter. "Amount filter" will be replaced by the name of the respective filter. Please note that the "creation date" filter cannot be switched off. Default it allows to search to 30 days back. This 30 day period can be adjusted, but the filter itself cannot be switched off. When searching for orders, a 'wildcard' can be used. If the merchant would like to search for all ordercodes beginning with DEMO1238, the merchant can use DEMO1238%. The percentage sign will act as the 'wildcard'. The 'wildcard' can only be used at the END of an ordercode! %EMO1237 will NOT work!! When searching on FULL ordercodes the "creation date" filter is overridden and the interface will search through ALL the merchant's orders. When a selection shows more than 100 items the results will be shown over more than one 'page', moving through the pages can be done by means of the green triangle shaped arrows 101-200. Where the left arrow moves to the previous page and the right arrow moves to the next page. The numbers between the arrows indicate which selection is currently shown. In this example results 101 to 200 are shown on the page. Please remember that not all orders will reach a payment status! For an overview of all orders go to the 'Orders page', see section 6.1.3. 6.1.2.1 OrderContent Clicking on the order code will show the ordercontent as sent by the merchant's system in the lower part of the screen. A summary is shown above the ordercontent as sent by the merchant's system. Extra information in this screen is the 'Internal order id', this is the number the shoppers should use as payment reference when paying using bank transfers or certain off line payment methods. 6.1.2.2 Payment details Clicking on the amount of a payment will open a page in the lower part of the screen with all the payment details that are available for this particular payment. creation date 23/06/2002-09:52 order code 123456780 amount EUR 165,00 status CAPTURED 3) last update 23/06/2002-10:43 1) brand-protocol VISA-SSL cardholder name John Doe 2) Refund 4) EUR refund 165,00 Warning: Pressing this button will refund the payment without asking for confirmation! Payment status 5) Description Amount Amount Payment in the Bibit payment system EUR 165,00 Amount secured by Bibit EUR 165,00 Payment history 6) Bibit Administrative Manual, version1.0.2-15 -
Time Event Type Amount 23/06/2002-10:43 CAPTURED EUR 165,00 23/06/2002-09:52 AUTHORISED EUR 165,00 23/06/2002-09:52 SENT_FOR_AUTHORISATION 1. Last update: this is the date and time the payment status was last up-dated, in other words when the latest payment status change took place. 2. Card holder name: is the name the shopper filled out when submitting the payment details 3. Status: indicates the most recent payment status 4. Refund: this functionality can be used to (partially) refund the payment in the case of a dispute with the shopper or when part of the order could not be delivered or any other reason. The merchant fills out the amount he wants to refund using a comma or point as decimal separator. Clicking the 'refund' button CANNOT be undone! The amount field in the refund functionality is pre-populated with the maximum amount that can be refunded for that particular payment. 5. Payment status: gives a more elaborate status of the payment. 6. Payment history: lists all the payment statuses (event type) the payment went through including the date/time and the amount that was involved. The amount gives some additional information on the event. However, for some Event Types, an amount will not be displayed. Here's a summary of the different Event Types with an explanation of what the amount will indicate: AUTHORISED, CANCELLED, EXPIRED, CAPTURED, SENT_FOR_REFUND, SETTLED_BY_MERCHANT, REFUNDED_BY_MERCHANT, the amount indicates the authorised, cancelled, expired, etc. amount.. SETTLED, REFUNDED, CHARGED_BACK the amount is the sum of the settled, refunded or charged back amount (net amount), and the commission of the acquirer. Also called the gross amount. For all other Event Types, an amount will not be displayed, because there are no financial obligations involved for the event (like SENT_FOR_AUTHORISATION or SIGNED_FORM_RECEIVED). When the status of a payment has not reached 'captured' yet section 4) in the example above will look like this: Payment capture Date 31/07/2003 Amount CAD 2,00 Use, or. for decimal separator Capture this payment 0 days from now. Cancel this payment. The merchant can manually capture a payment by clicking on the 'capture' button and the merchant can select the number of days after which he wants the capture to be executed from the pulldown menu. CAD 2 will be captured. To do a partial capture, the merchant can change the amount to CAD 1 for instance. The merchant should note that a payment can only be captured ONCE! When CAD 1 has been captured, the remaining CAD 1 can no longer be capture and should be re-authorised but submitting a new order for that amount to the Bibit Payment Service. The 'cancel' button will cancel the authorisation and in effect cancel the payment. Both the capture and the cancellation requests are immediately executed by the Bibit Payment Service and are NON REVERSABLE! Bibit Administrative Manual, version1.0.2-16 -
6.1.3 Orders page When clicking on 'Orders' in the menu on the left part of the screen the merchant will be presented with an overview of all orders that have been submitted by the merchant's system. The overview provides the following information. Order code: is the order code the merchant's system created when sending the order to the Bibit Payment Service. Date: is the date and time that the order was submitted to and created in the Bibit Payment Service. The orders can be sorted by date/time ascending or descending. Clicking on 'Date' will change the order of the sort. The grey triangular icon indicates how the results are sorted, indicates descending and indicates ascending order. Amount: is the order amount, the amount the merchant's system put into the order, the amount that will be send to the financial institutes for authorisation. Payments: indicates whether or not that particular order has received a payment status yet. The file icon with a red arrow ( ) indicates that a payment status for this order is available. 6.1.3.1 OrderContent Clicking on the order code will show the ordercontent, as sent by the merchant's system, in the lower part of the screen. A summary is shown above the ordercontent as sent by the merchant's system. Extra information in this screen is the 'Internal order id', this is the number the shoppers should use as payment reference when paying using bank transfers or certain off line payment methods. In the Implementation Manual the internal order id is referred to as 'reference id', see section 4.4. 6.1.3.2 Payment details To view the payment details of an order that has received a payment status, the merchant has to click on the file icon with a red arrow ( ). This will open a new window with a summary of the payment details. Clicking on the amount will open a page with all payment details in the lower part of the main screen, as described in section 6.1.2.2 6.1.4 Profile page When clicking on 'Profile' in the menu on the left part of the screen the merchant will be presented with the 'profile page'. This page displays an overview of the current settings in the Bibit Payment Service for the merchant. Some settings cannot be changed by the merchant, others can. Please note: all changes should always be made in the merchant interface (http://www.bibit.com/merchant), only the password for the merchant test interface and the XML password for the test environment can be set in the merchant test interface. Merchant MERCHANTCODE retrieved from database. Merchant Code MERCHANTCODE Password ****** XML Password ****** Shop name Shop Url Settlment Currency Code Merchant http://www.merchant.com EUR Bibit Administrative Manual, version1.0.2-17 -
Deposit Amount EUR 1000,00 Country/language selection yes no Make return page secure (HTTPSProxy) yes no Send email to shopper when payment received yes no Capture delay (days) 5 Continue Button yes no Shopper e-mail Content Type Maximum Transaction Amount text 1000000(cents) Contract Start Date (YYYY-MM, inclusive) 2001-08 Contract End Date (YYYY-MM, inclusive) Technical Contact Person Name* John Doe Technical Contact Person Phone Number* 555 123 455687 Technical Contact Person e-mail Address* Telephone Number Financial Contact* e-mail Address Financial Contact JohnDoe@merchant.com 555 1235 455689 JaneDoe@merchant.com Save Profile Edit channels Environment properties Edit reports Please note that all and any changes will take effect immediately! Merchant code: shows the merchant code of the merchant. This is always in capital letters Password: doesn t show the actual password. Clicking on the yellow pencil will open a screen where the password to log into the merchant interface can be changed. To change this password in the test environment go to http://www.bibit.com/merchant-test. Please note that there is a time delay of about 15 minutes before the password changes take effect. XML password: doesn t show the actual password for XML. Clicking on the yellow pencil will open a screen where the password needed to send XML to the Bibit Payment Service can be changed. To change this password in the test environment go to http://www.bibit.com/merchant-test.. Please note that there is a time delay of about 15 minutes before the password changes take effect. Bibit Administrative Manual, version1.0.2-18 -
Shop name: the name of the shop as registered in the Bibit Payment Service. This is one of the fields sent to the financial institutions to be printed on the statement of the shopper. (What is actually printed is decided by the issuing bank, not by the Bibit Payment Service) Shop URL: this is the url of the shop or the corporate website of the merchant. This is one of the fields sent to the financial institutions to be printed on the statement of the shopper. (What is actually printed is decided by the issuing bank, not by the Bibit Payment Service) Settlement Currency Code: this is the currency code of the currency used to settle all payments to the merchant in. More information about currency codes can be found in the Implementation Manual, Appendix III. Deposit Amount: is the amount that is held in deposit by Bibit for the merchant. This deposit is to safeguard the Stichting Trusted Third Parties from financial risks incurred by charge-backs etc. Country/language selection: determines whether or not the language and country selection pull-down menu will be visible in the payment selection screen. The country selection may determine which country specific payment methods are presented to the shopper. Please select language and country. If your payment method is not displayed, please select the country of your bank. English NETHERLANDS Select Make return pages secure (HTTPSProxy): this determines whether or not the HTTPS Proxy will be used to secure the merchant result urls. Bibit recommends this to be switched to 'yes'. More information about the HTTPS Proxy can be found in the Implementation Manual, section 5.8.1.6 Send email to shopper when payment received: this switches this functionality on or off. When it is switched on the shopper will be send an e-mail by the Bibit Payment Service when an order reaches the payment status REFUSED or AUTHORISED. To set up this feature the merchant clicks on the yellow pencil. See section 6.1.4.3 for more information about setting up this feature. Capture delay (days): this determines the delay in the automatic capture of a payment. This can be set between 0 and 14 days. This delay can be used to determine whether an order can be delivered, if not the capture delay will give the merchant some time to check and/or cancel the order. The automatic capture functionality can also be switched off. When automatic capture is switched off the merchant will have to capture a payment manually through the merchant interface or by sending an order modification XML message for that particular order. Once an authorisation has expired capture is no longer possible and the order will have to be re-authorised (read: re-entered into the Bibit Payment Service and authorised by the financial institutions). Continue Button: indicates whether or not the 'click here to continue' link will be shown when the shopper has chosen an offline payment method. Clicking on this link will send the shopper to the appropriate merchant result url (pending url). More information about result urls can be found in section 5.8.1 of the Implementation Manual. Maximum transaction amount: this is the maximum amount allowed per order, in cents. Orders of a higher amount can only be processed using non-reversible payment methods such as SET payment methods. The Bibit Payment Service automatically reduces the available payment methods for such transactions. If the merchant has specifically switched of such payment methods, no payment method may be shown. Contract Start date (YYYY-MM, inclusive): is the date the contract (and billing) started. 2001-08 indicates that the contract started on the first of August 2001. Contract End date (YYYY-MM, inclusive): is the date the contract is set to expire. This is usually left blank and will only show a date when the contract has been terminated by the merchant or Bibit. Bibit Administrative Manual, version1.0.2-19 -
Technical Contact person Name*: is the name of the person Bibit can contact in case of technical problems. The asterix (*) indicates that this field is mandatory. Technical Contact Person Phone Number*: is the telephone number of the person Bibit can contact in case of technical problems. The asterix (*) indicates that this fields is mandatory. Technical Contact Person e-mail Address*: is the e-mail address of the person Bibit can contact in case of technical problems. The asterix (*) indicates that this fields is mandatory. Telephone Number Financial Contact*: is the telephone number of the person Bibit can contact in case of financial questions. The asterix (*) indicates that this fields is mandatory E-mail address Financial Contact: is the e-mail address of the person Bibit can contact in case of financial questions. Buttons: Save profile: will save any changes made in the profile page. Edit channels: will open a window where the merchant channels can be set up. For more information about merchant channels see the Implementation Manual, section 6.3. Environment properties: will open a window where the merchant can view the IP addresses currently registered in the Bibit Payment Service. This information is read only. Only Bibit staff can change these settings. To change these settings please open an incident in the support interface at http://support.bibit.com. Edit reports: will open a window where the merchant can see the status of the reporting settings and can change the settings, i.e. switch off certain reports or add or delete recipients of reports, see also section 6.1.4.5. Some information in the profile page can be changed by the merchant himself without communicating with Bibit. All items that have radio buttons, pulldown lists, or text fields can be changed by the merchant and their functioning is explained in the previous section. Changing the items that have a yellow pencil ( ) next to them is explained in section 6.1.4.1 and onwards. Bibit Administrative Manual, version1.0.2-20 -
Please submit only one order per payment, otherwise the order will not be processed and the money transfer will be reversed. Please include the information below in your bank transfer statement or in your tele banking screen. Take extra care in filling out the transaction reference number: 5451055. This number is used for automatic processing. If the transaction reference number is incorrect, the order will not be processed and the money transfer will be reversed. NOTE! Bank transfers from abroad will only be accepted if the additional transfer costs are paid by the customer. Your payment will be processed when your banktransfer is received. The processing of off-line payments may take several days. Please be sure to send your transfer to your bank! BANK/GIRO Overschrijvingskaart Euro Eurocent Betalingskenmerk Naar bankrekening Mededelingen 5451055 Ten name van BIBIT Internet Payments Handtekening Adres Kosterijland 20 Postcode Plaats Bunnik Volgnummer Rekening 123 MW S HOPPER WEBSTRAAT 1 1234AB INTERNET 123456789 Op witte onderzijde niet schrijven 123456789+ 987654321< 3141592653589793238+ 00> Continue This 'continue' link can be switched of by the merchant, though Bibit does not recommend this. This is an example of a screen shown to the shopper when selecting a Dutch bank transfer as the payment method. Bibit Administrative Manual, version1.0.2-21 -
6.1.4.1 Changing the password To change the password for the merchant interface click on the yellow pencil ( ), a new page will open in the lower part of the screen. Type the desired password into the two fields and click the 'Set new password' button. A password should consist of at least 8 characters and should contain at least three numbers within the first 8 characters. Bibit staff do not have access to merchant's passwords, when a merchant loses the password Bibit staff can only assign a new password. Anyone who has the password/merchant code combination can access the merchant interface, and thus also change the password. Changing this password in the test environment can only be done in the merchant test interface (http://www.bibit.com/merchant-test).. Please note that there is a time delay of about 15 minutes before the password changes take effect. 6.1.4.2 Changing the XML password Changing this password is done in the same manner as changing the password for the merchant interface as described above (6.1.4.1). Please note that there is a time delay of about 15 minutes before the password changes take effect. 6.1.4.3 Setting up the e-mail feature This feature can be set up by clicking on the yellow pencil ( ), a new page will open in the main part of the screen: Please select the payment status for which you want to edit the email that is sent to the shopper. MerchantCode : MERCHANTCODE Language : nl AUTHORISED Currently the language settings cannot be changed, this should not be a problem when using the standard western character set. In the pulldown menu the merchant can choose the payment status for which the message needs to be send. After selecting a payment status, AUTHORISED for instance, the main screen will load the fill out form for the actual text of the e-mail message that will be send out to the shopper by the Bibit Payment Service. Bibit Administrative Manual, version1.0.2-22 -
MerchantCode : MERCHANTCODE Language : nl Status : AUTHORISED Reply Address support@merchant.com Subject Format text/plain text/html Save Select status Show example Show help The merchant should fill out his own support e-mail address in the 'Reply address' field as this is where the replies will be directed to when the shopper clicks on his 'reply' button in his e-mail software. The 'Subject' field will show the subject of the message that is send to the shopper. The merchant can choose what type of format the message will have, plain text or html by selecting the corresponding radio button. When using html, do not use the <html></html> tags, these will be added automatically by the system. The large blank field can be used to fill out the actual text of the message. In the text of the message two variables can be used: &ordercode; which will be replaced by the order code the message refers to. And &ordercontent; which will be replaced by the ordercontent as supplied by the merchant to the Bibit Payment Service. Clicking on 'save' will save the current message. Clicking on 'select status' will enable the merchant to select another payment status and set up the e- mail message for that payment status. More information can be found by clicking on 'Show help'. Please note that once the messages have been configured the feature will have to be switched on in the 'profile page'. This feature cannot be set up in the merchant test interface, it has to be set up in the merchant interface. Once set up and activated in the merchant interface it will also work in the test environment. Bibit Administrative Manual, version1.0.2-23 -
6.1.4.4 Editing the merchant channels The merchant channels are the (e-mail or http) channels through which the Bibit Payment Service communicates changes in the status of payments; these channels can be set up in by clicking on the 'Edit Channels' button in the 'profile' page. More information about channels can be found in the Implementation Manual, section 6.3, more information about payment statuses can be found in the Implementation Manual, section 6.1. Merchant Channels (Production) Protocol Active Content Address Method Response Client Certificate e-mail yes no text johndoe@merchant.com http yes no xml http://w w w.merchant.com/confirm.asp POST [OK] yes no Merchant Channels (Test) Protocol Active Content Address Method Response Client certificate e-mail yes no cgi test@merchant.com http yes no cgi http://w w w.merchant.com/confirm.asp POST [OK] yes no Save The green section contains the settings for the production environment and the pink section contains the settings for the test environment. The description below provides instructions to set up the channels for either environment. Each protocol can be activated or deactivated by choosing the 'yes' or 'no' radio button in the 'active' field for the respective channel (or protocol). The 'Content' field determines what format will be used (text (cgi) or XML). The 'Address' field should contain the address the confirmation messages have to be send to, an e-mail address and/or an url. When using the http channel the url should include the 'http://' and a method has to be chosen. Any url used should ALWAYS reply with an UNconditional [OK]. If http is used in combination with XML the method should always be POST. The 'Client Certificate' should only be used in case the merchant's system is set up to be able to receive and verify Bibit's client certificate. More information about sending an [OK] and client certificates can be found in the Implementation Manual, sections 6.3.4 and 7.2.2 respectively. More information on methods can be found in our FAQ's which can be found at http://support.bibit.com. Bibit Administrative Manual, version1.0.2-24 -
More information about the merchant channels can be found in the Implementation Manual, section 6.3. 6.1.4.5 Editing the report settings The merchant can select the type of the periodic reports the Bibit Payment Service automatically generates and sends to the merchant and also activate or deactivate them and change the addresses the reports are send to. The example above shows 4 reports defined for this merchant, OrderReport through email for production, OrderReport though http for test, TransferReport in XML format through e-mail in production and a TransferReport in XML format through email in test. The current settings can be edited by selecting the preferred settings from the pull down lists, filling out the correct address(es) in the address field, selecting 'active' or 'inactive' and clicking on the 'save' button. Please note that you can only save the settings of one report at a time. 6.1.4.6 Stylesheet The stylesheet determines the format of the reports that are sent out. OrderReport HTML order report Version 1 order report (deprecated) XML order report HTML order report w/backoffice code Version 1 order report w/backoffice code (deprecated) All information in HTML format This version is only available because some existing customers' systems require this format. New merchants are advised to use another stylesheet. All information in XML format All information in HTML format including the backofficecode. For more information about the backofficecode see section 7.1 of the Implementation Manual. This version is only available because some existing customers' systems require this format. New merchants are advised to use another stylesheet. For more information about the backofficecode see section 7.1 of the Implementation Manual. Bibit Administrative Manual, version1.0.2-25 -
Transfer Report HTML transfer report Version 1 transfer report (deprecated) All information in HTML This version is only available because some existing customers' systems require this format. New merchants are advised to use another stylesheet. Excel transfer report This format is comma-tab separated for importing into Microsoft Excel. HTML transfer report without regular payments HTML transfer report only showing overview XML transfer report HTML transfer report w/backoffice code Version 1 transfer report w/backoffice code (deprecated) Comma separated textual report w/backoffice code This report will only show exceptions, no settled transactions, only charge-backs, refunds, etc. This report will only show the management summary. All information in XML format All information in HTML format including the backofficecode. For more information about the backofficecode see section 7.1 of the Implementation Manual. This version is only available because some existing customers' systems require this format. New merchants are advised to use another stylesheet. For more information about the backofficecode see section 7.1 of the Implementation Manual. This is a comma separated report in TXT format. Capture report (for selected merchants only) XML capture report HTML capture report (C accounts) HTML capture report (M, S accounts) TEXT capture report (C accounts) TEXT capture report (M, S accounts) Though merchants can select these reports in the merchant interface, they can only be activated by Bibit. All capture information in XML format Capture report in HTML format for 'capture only' accounts. Capture report in HTML format for all other accounts. Capture report in XML format for 'capture only' accounts. Capture report in XML format for all other accounts. Bibit Administrative Manual, version1.0.2-26 -
6.1.4.7 Adding reports The merchant can add new reports in the 'Insert a new report type' section of the screen. First choose the environment (production or test), the report (order, capture or transfer report), the format (stylesheet), fill out the address the report has to be sent to (e-mail address or url), select whether or not the report should actually be sent (active or inactive) and click 'save'. 6.1.5 Risk Management Module page When the merchant has subscribed to the Risk Management Module he can change the settings in this page. Risk Score Editor Current risk limit: 100 # Description Default score Your Score 1 Similarity of issuer country and IP country 40 40 2 Creditcard referral list check 100 3 Analysis of recent session actions of this shopper 100 4 IP address from high risk country 100 5 The number of payment attempts during the session 50 6 The number of cards used during the session 100 7 Cardnumber ranges used during the session 100 8 Email address referral list check 100 9 Cardholdername referral list check 50 10 The cardholder name contains slang 50 11 The issuer country is blocked 100 100 100 75 50 100 100 100 50 50 50 'Current risk limit: 100' indicates that transactions that score 100 or more during risk assessment will automatically be blocked by the system. The numbers printed in bold are the scores Bibit advises for that particular check. Bibit's advice for check number 4 'IP address from high risk country' is 100 points, in this example the merchant has changed the score to 50. When clicking on the yellow pencil icon ( ) next to check number 4 the merchant can change the list of high risk countries. Some countries cannot be removed as the risks for transactions originating from those countries is deemed to high. These countries are: Algeria, Argentina, Belarus, Bulgaria, Indonesia, Lithuania, Macedonia, Nigeria, Philippines, Romania, Russian Federation, Ukraine and Yugoslavia. To add countries to the "issuer country is blocked" list; please open an incident in the support interface, http://support.bibit.com. Bibit Administrative Manual, version1.0.2-27 -
For more information about each individual check, click on the name of the check in the 'risk management module page'. More information about risk assessment and management can be found our white paper 'Risk Management' on our documentation website: http://documentation.bibit.com. 6.1.6 Dispute Management page When Bibit receives an Information Request, a card dispute notification is emailed to the Merchant and the payment in question is listed in the DM screen, with status INFORMATION_REQUESTED. The e-mail will state the following: Dear Merchant, One of your customers has disputed a transaction with OrderCode: 'DEMO1027597733596' This dispute may end in a Charge-back. To avoid this from happening, please log on to the Merchant Interface, select 'dispute management', click on the status line of the disputed order(s) and fill out all relevant order information. Make sure to include at least the following: -complete invoice, including your shop name, customer name and delivery address -proof of delivery, with customer signature when available -any additional information you have to disprove the dispute You have the possibility of attaching a file. If you wish to attach multiple files, please compress these files into one zip file before attaching it. When done please click on the submit button to send the information to the Financial Institution. with kind regards, Bibit Support To avoid a possible charge back the merchant should follow the instructions in the e-mail. The transaction mentioned in the e-mail will appear in the 'dispute management' page of the merchant interface. The disputed payments are ranked by most recent status update. The first four columns (Order Code, Last update, Amount and Status) contain filters to accommodate tracing a particular payment. All disputed payments remain in the DM screen for a maximum of 7 days since their last status change. This way, the Merchant has a complete overview of all payments currently under dispute for his account. N.B. Most acquirers only allow a very limited time frame, typically one week, for responding to such an Information Request! If no information is supplied within that period, a chargeback inevitably follows. Once the counter information is submitted, a refresh of the DM screen will move this payment to the top of the list and will update its status to INFORMATION_SUPPLIED. Clicking on an X in the IS column will display the information that was submitted for that payment. Order Code Last update Amount Current Status Risk IR IS CB DEMO108847262489 06/02/2003-09:43 EUR 1,00 INFORMATION_REQUESTED 0 X - - Clicking on the X in the IR column will open a screen in which the Merchant can submit their information to counter the shopper's chargeback request. This screen also includes the Merchant email address the card dispute notification was sent to. This information to counter the chargeback request should include an invoice of the transaction, including all address details of both merchant and shopper, proof of delivery, preferably signed by the shopper and any other information that can settle the dispute. The best information is any information that can proof the shopper and the card holder are one and the same person. Bibit Administrative Manual, version1.0.2-28 -
Many acquirers will not notify Bibit if they decide NOT to execute a chargeback. In those cases, the payment remains in IS and gradually slide to the bottom of the list until it is automatically removed after 7 days. CHARGED_BACK is the final status currently supported by the DM functionality. Support for Second presentments is still under development. Charged back payments are automatically removed from the DM screen 7 days after they reached this status. Some acquirers will skip the Information Request altogether and will execute a chargeback immediately. That's why some payments will only show an X in the CB column. Clicking on the X in either the IS or the CB column will reveal a 'Remove' button, which the Merchant can use to manually remove either IS or CB payments from the overview even before the 7 days have passed. Doing so will restrict the DM screen to showing only the 'actionable' disputed payments. N.B. Removing an IS payment in no way influences the acquirer's decision making process, i.e. the payment will reappear on the list once a chargeback is executed, or in case an additional Information Request follows. Bibit Administrative Manual, version1.0.2-29 -
When the merchant clicks the 'browse' button a 'choose file' window will open and the merchant can select the file he wants to send to the financial institution. This can only be ONE file. This file can contain scanned images in jpeg format and Microsoft Word documents. When the merchant wants to send more that one document the documents have to be archived in a.zip file. More information about 'zipping' a collection of files on the Microsoft Windows environment can be found at http://www.winzip.com. Along with the file the merchant can enter free text to accompany the file. Please note that this functionality can only be used ONCE per disputed transaction. The merchant should also realise that simply stating that the goods have been delivered in the free text box doesn't persuade the financial institutions to disagree with their customer, the shopper. All messages to the acquirers should be in English! When the merchant sends this message it will be received by an automated process on the Bibit Payment Service, specific information about the transaction that is not available to the merchant will be added to the message, the entire message will be encrypted and is send to the appropriate address within the financial network. This process is completely automated; no Bibit staff will actually see any of the messages that are sent to the acquirers. 6.1.6.1 Examples of useless 'proof'. The examples below are real life examples of the 'proof' some merchants send as a response to an 'information request'. These are examples of situations where the merchant HAS NOT provided any information that is helpful in persuading the financial institution not to charge-back the full amount of the transaction. Merchants should realise that all information provided is sent directly to the financial institutions without any intervention of Bibit staff. Left message for [name removed] 7/23/2002 for more information on dispute. What was her reason for the dispute? Waiting for her to return phone call For this order we have proof of delivery. The was delivered on the 10-05-2002. Bibit Administrative Manual, version1.0.2-30 -