Payment Processing Handbook
Finding what you need
Welcome
We are committed to providing quality merchant services with exceptional support. Our international presence allows us to offer many services, state-of-the-art terminal hardware, and eCommerce payment options.
For more information regarding our products and services, please contact us at: globalsupport@merchantsupport.com.
SUPPORT FOR ALL YOUR PAYMENT NEEDS
Self-service models have their limits. On-demand real, human experts are what businesses need to thrive. Your dedicated team of payment experts are committed to your success, easily accessible and available when you need them.
Integration Team
Your login details have been sent to you via email. However, If you need help connecting your systems to our payment gateway or testing your solution, please contact us at:
Email: integration@merchant-support.com
Please call us at 1 833-216-0128, we are available 24 hrs/day, 7 days/week.
CONTROL PANEL
Control Panel is an online hub that enables you to access your payment activities and manage your merchant account data anytime, anywhere.
For more information, please contact our Client Care Team at: Telephone: 1 833 216-0128
Email: globalsupport@merchant-support.com
Control Panel
INNOVATION, SPEED, AND ANALYTICS ALL IN ONE PLACE
Control Panel is an online hub that enables you to access your payment activities and manage your merchant account data anytime, anywhere. Near real-time reports, processing comparisons, smart routing, APM pricing management, case management, and our Risk Dashboard all help identify opportunities to increase revenue and reduce lost sales.
MANAGE YOUR ACCOUNT INFORMATION
View statements and extract detailed unified reports in one place.
GET INFORMED ABOUT CREDIT & DEBIT CARD TRENDS
Chart transaction percentages by date range or individual card type.
RISK DASHBOARD
Check daily, monthly, and annual sales data for powerful business intelligence.
MANAGE USER PERMISSIONS
Assign different permission levels for different users. Control and manage what sections and locations each user is able to access.
Control Panel allows business owners to securely generate reports, access your payment activities, view data in your Risk Dashboard, manage chargebacks, and configure risk alerts anywhere there is an internet connection.
Control Panel (continued)
MERCHANT ACCOUNT INFORMATION AT A GLANCE
Control Panel displays your complete merchant profile, allowing you to browse your merchant account right from the homepage. The dashboard gives an overview of recent account activity.
STAY INFORMED WITH DETAILED TRANSACTION REPORTING
You can quickly view transaction data by day, month or year-to-date. You can drill down to see individual transaction details for more complete information. Managing financials just got a whole lot easier with the Control Panel
SEARCH SMARTER, NOT HARDER
Imagine never having to look through the filing cabinet or a stack of invoices for a transaction again. Our Control Panel is your gateway to unified reporting by helping locate transactions individually or by batch. Our smart search feature allows filtering of transactions by any criteria: date range, batch number, sales or return dollar amount or terminal ID.
CUSTOM REPORTS ON YOUR TERMS
Quickly and easily view batches, disputes, funding, statements and basic merchant account information with a few simple clicks. To better maintain financials, Control Panel offers the ability to create custom reports that can be automatically emailed or dropped into an SFTP folder to be used with many preferred accounting software solutions.
PC, MAC, TABLET & SMARTPHONE COMPATIBLE
Access your statements and extract detailed reports anytime, wherever you are.
Log in today at: https://cpanel.nuvei.com
Additional Control Panel documentation on how to use or implement features:
https://docs.nuvei.com/documentation/back-officeoperations-docs/overview/
PCI Compliance
WHO ARE THE FOUNDERS OF THE PCI SECURITY STANDARDS COUNCIL?
Founders of the PCI Security Standards Council are American Express, Discover Financial Services, JCB, Mastercard Worldwide and Visa International.
WHAT IS THE PAYMENT CARD INDUSTRY (PCI) DATA SECURITY STANDARD (DSS)?
The PCI Data Security Standard represents a common set of industry tools and measurements to help ensure the safe handling of sensitive information. Initially created by aligning Visa’s Account Information Security (AIS)/ Cardholder Information Security (CISP) Programs with Mastercard’s Site Data Protection (SDP) program and Discover Information Security Compliance (DISC), the standard provides an actionable framework for developing a robust account data security process—including preventing, detecting and reacting to security incidents.
The core of the PCI DSS is a group of principles and accompanying requirements, around which the specific elements of the DSS are organized:
BUILD AND MAINTAIN A SECURE NETWORK
• Requirement 1: Install and maintain a firewall configuration to protect cardholder data
• Requirement 2: Do not use vendorsupplied defaults for system passwords and other security parameters
PROTECT CARDHOLDER DATA
• Requirement 3: Protect stored cardholder data
• Requirement 4: Encrypt transmission of cardholder data across open, public networks
MAINTAIN A VULNERABILITY MANAGEMENT PROGRAM
• Requirement 5: Use and regularly update anti-virus software
• Requirement 6: Develop and maintain secure systems and applications
IMPLEMENT STRONG ACCESS CONTROL MEASURES
• Requirement 7: Restrict access to cardholder data by business on a needto-know basis
• Requirement 8: Assign a unique ID to each person with computer access
• Requirement 9: Restrict physical access to cardholder data
REGULARLY MONITOR AND TEST NETWORKS
• Requirement 10: Track and monitor all access to network resources and cardholder data
• Requirement 11: Regularly test security systems and processes
MAINTAIN AN INFORMATION SECURITY POLICY
• Requirement 12: Maintain a policy addressing information security
Avoiding Chargebacks
Chargebacks occur when your customers contact their credit card issuing bank to initiate a refund for purchases made on their card.
CHARGEBACK MANAGEMENT:
• Use a clear company name customers will recognize. An unrecognized DBA name on billing statements is one of the most common causes of chargebacks.
• Be reachable (put your company phone number and/or website on your invoices) and communicate promptly. A limited amount of time (10 business days) is available to resolve a chargeback.
• Obtain authorization for the full amount of the sale. Declined transactions should not be accepted or split into smaller amounts.
• Encourage Chip & PIN payments.
• Use the fraud services offered by the Processing Bank including AVS (Address Verification), CID and CVV2.
• Never accept an expired credit card.
• Clearly state your refund policy on your website and in your business location.
• Establish a clear policy in case of complaints regarding product quality. Work closely with the customer to establish a mutually satisfactory resolution.
Fraud Protection Guide
Be alert when purchases are made through the phone or over the internet. Several common fraud schemes begin this way.
FRAUD - WHAT TO LOOK FOR:
• Customers emailing credit card numbers. Always follow up email orders with a telephone call.
• Customer offering more than one card. While many of us do carry more than one credit card in our wallet, it is not usual for a customer to try different credit card numbers after repeated declines or similar error messages.
• Orders placed by a telephone relay service. Fraudsters use these services to gain the sympathy and trust of a merchant, then obtain products with a stolen card.
• Customers who seem to care little for the finer details of their order. Fraudsters will often seem careless to the amount being charged, the colors, sizes, models, etc.
• Be wary of orders with domestic billing addresses and international shipping addresses.
3D Secure v2
• Most cardholders will be confident in the buying power of their credit card. If a customer is contacting you to confirm if the transaction was successful, or to obtain the 6-digit authorization code received on your terminal, you should regard that customer as suspicious.
• Messages to look out for: Lost Card (or LC, combined with another message like Please Call), Pick Up Card, Restricted Card, Please Call. If you get these messages, please call our client care center
• Wire scams. Be suspicious when a customer who shops online requests the value of the purchased item as well as an additional amount of money to be charged on their credit card. Fraudsters would typically request the excess amount to be wired to them through a currency exchange office to presumably pay for alternate shipping arrangements.
Take advantage of our out-of-the-box end-to-end solutions for 3D-Secure, a security protocol offering additional protection for online credit and debit transactions.
Client Fraud Rules
Fraud-detection rules are implemented by default on every account to streamline monitoring. The rules can be viewed in the Client Fraud Rules tab inside Control Panel. These rules help automatically reject fraudulent transactions or flag them to be manually reviewed by an expert, which helps save you time and effort while minimizing losses.
Risk Dashboard
Track risk/fraud KPIs, monitor activity and regulation limits, and make decisions in real-time using your customized Risk Dashboard. Use it to view various reports for managing chargebacks, reviewing flagged transactions or users, and much more!
Our Client Care center is here to help. If you have any questions about fraud protection, do not hesitate to contact us:
1 833 216-0128
globalsupport@merchant-support.com
Products & Services
We realize that one size doesn’t fit all. That’s why we’ve developed industry-specific solutions that help our clients make more money for their business.
We cater our solutions specifically to your business type, helping you thrive in a world of fast changing technology.
ONLINE PAYMENTS
Accepting online payments just got easier! Integrate using a variety of options including PCIdescoping and 3D Secure compliant services.
PLUG-INS
Integrate easily by choosing one of a wide range of popular shopping cart plug-ins available out of the box. social media monitoring dashboard.
ALTERNATIVE PAYMENT METHODS (APMs)
Go beyond traditional credit and debit payments by taking advantage of our industry-leading collection of 650+ Alternative Payment Methods, such as ACH, Instant Bank Transfer, Apple Pay, Google Pay, Visa Checkout, and many more than we can list here
SEAMLESS ENABLEMENT OF GLOBAL EXPANSION
Leverage our wide network of acquiring partners to accept payments anywhere in the world. We provide the opportunity to grow your business through our connections in more than 200 markets, with local acquiring in 46+ markets. Achieve greater global coverage while continuing to process with your current acquirers.