Q: How can I integrate my project if it is custom-made?

For custom-made systems Cardinity provides PHP , Java and Symfony libraries. You can find them together with a clear API documentation on our website in the Developers menu. If you need assistance in integration, we are ready to help you.

Question 1

How does Cardinity work?

Accepted Answer

Cardinity allows merchants to accept online credit and debit card payments for their goods and services. When your application for a merchant account is approved, you can integrate your online shop with Cardinity using the provided easy-to-install modules and extensions. Once your customer enters his/her credit or debit card data at the checkout, your online shop sends that information to the Cardinity payment gateway. After the payment is processed and authorized, the money is transferred from your customer's credit card to your merchant account. The money goes straight to your bank account every week or month depending on your payout frequency.

Question 2

What countries does Cardinity operate in?

Accepted Answer

Cardinity provides services for e-commerce businesses registered in the EU and EEA. Check the full list of supported countries.

Austria
Belgium
Bulgaria
Croatia
Cyprus
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Hungary
Iceland
Ireland
Italy
Latvia
Liechtenstein
Lithuania
Luxembourg
Malta
The Netherlands
Norway
Poland
Portugal
Romania
Slovakia
Slovenia
Spain
Sweden
UK

Cardinity allows merchants to accept payments from customers worldwide. Learn what you need to do to start selling with Cardinity here.

Question 3

What products and services are supported?

Accepted Answer

Cardinity supports various physical goods, electronic goods and services. Cardinity does not provide credit/debit card processing service to a particular list of business activities. Please pay your attention to our Prohibited Business List.

Question 4

What currencies are supported?

Accepted Answer

Cardinity payment system allows vendors to accept payments in all major world currencies, except, but not limited to, those sanctioned, otherwise legally or economically restricted.

Question 5

What do I need in order to start selling?

Accepted Answer

1. First of all, check whether your activity is not in our prohibited business list and if your business is registered in our supported country.

2. Register with Cardinity by filling in an application form. Your application will be processed and within 48 hours we will contact you to discuss your merchant account details.

3. Your website will be reviewed to check if it meets particular requirements. We will examine the information provided in your online shop, your goods and services, pricing, all the terms and conditions, and security measures. Follow this link to learn more about website requirements. We will also ask you to submit some relevant documents about you and your business.

4. After your merchant account is set up and your e-shop is integrated with Cardinity, you can start selling.

Question 6

How can I integrate with the Cardinity payment gateway?

Accepted Answer

You can integrate with the Cardinity payment gateway by installing our modules for the most popular shopping carts (PrestaShop, Magento, WooCommerce, Drupal Commerce, Opencart, OXID Sales, Ubercart) or SDK libraries for custom e-commerce systems free of charge. You can find them together with a clear documentation on our website in the Developers menu. If you need assistance in integration, we are ready to help you.

Question 7

What online shopping carts work with Cardinity?

Accepted Answer

Cardinity provides easy-to-install modules for the most popular e-commerce systems:

Shopify
Prestashop
WooCommerce
Opencart
Magento
Drupal Commerce
WHMCS
EasyDigitalDownloads

For custom e-commerce systems Cardinity also provides PHP, JAVA and Symfony programming libraries. In addition, Cardinity API integration is available and well documented, allowing any e-commerce system to use Cardinity; however, some additional programming is required.

Question 8

How can I integrate my project if it is custom-made?

Accepted Answer

For custom-made systems Cardinity provides PHP, Java and Symfony libraries. You can find them together with a clear API documentation on our website in the Developers menu. If you need assistance in integration, we are ready to help you.

Question 9

Does Cardinity support recurring billing?

Accepted Answer

Yes, Cardinity offers not only one-time payments but also recurring billing. It enables merchants to charge a certain amount of payment periodically (e.g. each month). It is a convenient method of paying for various subscription services (e.g. newspapers) and memberships. Recurring charges continue until the customer cancels the service or the whole sum is paid off. Learn more about recurring payments.

Question 10

Does Cardinity provide authorization and capture?

Accepted Answer

Yes, we do provide authorization and capture. There are two types of credit card/payment capture:

Manual capture:
1. After authorization the cardholder’s funds are reserved in his bank account for up to 14 days.
2. Within this time frame you should either charge the money (‘settle’) or return them back to the cardholder (‘void’).
3. After the funds are deducted from the cardholder’s bank account, they are transferred to your merchant account, and the transaction is completed.
Automatic capture:
1. After the order is submitted, the capture and authorization happen automatically in one step.
2. After the customer’s card is verified, the payment goes straight to your merchant account.
3. It is possible to return the money to the cardholder only by issuing a refund.

Question 11

Does Cardinity have a Virtual Terminal for MOTO?

Accepted Answer

Yes, Cardinity supports Virtual Terminal payment service and allows Mail Order/Telephone Order payments by credit cards. Virtual Terminal is a useful card payment processing application for merchants who accept orders by phone/fax/mail. Only merchants who have strong previous card processing history can be provided with MOTO terminal.

Question 12

What is 3D Secure? Does Cardinity offer 3D Secure?

Accepted Answer

Yes, Cardinity offers 3D Secure (Verified by VISA and MasterCard SecureCode) as an additional payment security enhancing tool. 3D Secure is an authentication system for online card payments which helps to verify whether a purchaser is a genuine cardholder. 3D Secure minimizes the risk of disputed and fraudulent transactions, and enhances customer confidence in your online shop.

Question 13

How a credit card payment gets processed?

Accepted Answer

Before the customer’s payment is transferred to your merchant account, it goes through several steps of processing. First of all, the customer’s card data entered at the checkout is sent to the payment gateway. The payment gateway checks with the card issuing bank whether the credit/debit card is valid; then, the card issuer authorizes the payment, and the customer receives a notification that the order is created.

Question 14

How can I refund?

Accepted Answer

In order to issue a refund, log in to your Cardinity account and click Payments List in the Payments menu. Then type the payment ID or select the payment you need in the Payment ID column, and click the Refund button. You can issue a full or partial refund, depending on the situation.

What's the difference between chargeback and refund? Learn more.

Question 15

Can a refund be cancelled?

Accepted Answer

No, refunds cannot be cancelled. In case you need to charge the sum you have refunded to your customer, you can make a new charge.

Question 16

Why was my customer's charge declined?

Accepted Answer

A customer’s bank normally has special fraud prevention systems which can decline a charge if the provided card information is incorrect or invalid. The issuing bank examines such data as your customer’s account balance, spending habits, card expiration date, card verification value, etc. If the card information seems correct, recommend your customer contacting his/her bank for more details of the case. In that case, you might notice a "do not honour" payment error code in your transaction list.

Question 17

What is a chargeback?

Accepted Answer

A chargeback is a payment refund officially claimed by a cardholder from his/her bank or card issuer. Your customer may make a complaint to his/her financial institution about the order and dispute the payment transaction. This usually leads to an immediate refund; that is why, merchants are supposed to be prepared for the risk of a chargeback. Learn more about chargebacks.

Question 18

How does a chargeback occur?

Accepted Answer

When a cardholder wants to dispute a charge made by your online shop, he/she may contact the bank or the card issuer. The latter asks for a reason for the chargeback and then transfers the funds back from Cardinity to the cardholder. After we receive a notification about the chargeback, we inform you of the details and withdraw the disputed funds from your Cardinity account. You can initiate a chargeback resolution process if you want to prove that the charge was valid.

There are a number of reasons for a chargeback:

The card was used without the owner’s knowledge or permission
The cardholder does not recognize the charge
The quality of the product/service was low or the product was damaged
The customer did not receive the service/product he/she paid for
The customer unintentionally placed an order several times
The subscription was cancelled, but the recurring billing was not stopped; etc.

Question 19

What are the chargeback fees?

Accepted Answer

Payment card issuers charge a fee for every chargeback. The fee is 25 EUR per chargeback.

Question 20

Can I refund a chargeback?

Accepted Answer

You cannot refund a chargeback to your customer because he/she receives the amount of the disputed charge from the bank. Otherwise, you will return the money to your customer twice.

Question 21

How can I prevent chargebacks?

Accepted Answer

You can take the following steps in order to reduce the probability of chargebacks:

Provide as many details as you can about the goods and services you offer in your online shop. State the precise prices.
Indicate exact delivery times and delivery prices.
Create a possibility to exchange an item/product or to claim a refund.
Make the return and refund policies available on your website and easy to reach.
Ensure a quick response from your customer service.
Collect and retain all the available information about your customer and delivered goods or provided services.
Always collect signatures when delivering goods in order to have evidence that they were delivered to the provided shipping address.
Make a clear and recognizable description which appears on your customer’s bank account statement.

Question 22

How are funds transferred?

Accepted Answer

The funds are transferred from your merchant account to your bank account depending on your selected payment frequency (daily, weekly, monthly). Bear in mind that most banks process the transfer only on business days.

Question 23

How often do I get paid?

Accepted Answer

You can choose to receive your funds daily, weekly, or monthly depending on your business. After we transfer the funds, it might take a few days for them to appear in your bank account. Also, note that most banks will not process the transfer at weekends and on official holidays.

Question 24

Why is my transfer delayed?

Accepted Answer

Your transfer may be delayed if it was sent to you at the weekend or on a holiday. This might happen because most banks process the transfer only on business days. That is why you will see the funds the next day your bank is open. However, if the funds were sent on a business day, but you still do not see them within several days in your bank account, the transfer has possibly failed.

Question 25

Why do transfers fail?

Accepted Answer

Transfers usually fail in case of an issue with your bank account. There are different reasons for a transfer failure:

Your bank account was closed;
The information about your bank account is not valid (e.g. invalid account number);
Your account is frozen or has restrictions;
Your bank does not accept the given currency, etc.

Question 26

What is the usual frequency of recurring payments?

Accepted Answer

The recurring period depends on every merchant’s e-commerce system. You can send a request to Cardinity API every hour, every day, every month, or twice a year and charge a particular amount for goods or services.
More detailed information for developers about recurring payments here.

Question 27

Is it possible to change the recurring payment amount?

Accepted Answer

Yes, it is. You should inform your customer in advance if the payment amount is going to change. Your e-commerce system should send a request to the Cardinity terminal to charge the needed amount from your customer’s card.

Question 28

What happens if there is not enough money in a customer’s bank account?

Accepted Answer

The merchant will see the note Declined which means that the transaction was not completed. The merchant’s system can send the request again and try to withdraw the funds.

Question 29

My customer doesn’t have enough funds to renew recurring payments.

Accepted Answer

Cardinity does not send notifications about insufficient funds, but you can use ready-made tools or develop them yourself. The major e-commerce systems can notify merchants about new orders and payments. The detailed information about every transaction can also be found in your Cardinity account.

Question 30

Can I offer a trial?

Accepted Answer

Yes, you can. For example, you can offer your customer a free trial for 3 days. However, you are not allowed to charge your customer for a trial period. It is not possible to charge 3€ for the first 3 days and later increase the charge to 80€.

Question 31

What is a fraudulent transaction?

Accepted Answer

In the payments industry, fraud is an illegal usage of credit card details without the real cardholder’s knowledge. A stolen credit card/card number is usually the cause of a fraudulent charge. Once a cardholder sees a payment transaction he did not make on his credit card statement, he/she has the right to dispute the charge by contacting his/her bank. The bank or credit card company conducts an investigation and returns the money to the cardholder.

Question 32

How Cardinity helps you to fight fraud?

Accepted Answer

Cardinity is a certified PCI DSS (Payment Card Industry Data Security Standards) Level 1 service provider which ensures protection of cardholder’s personal and credit card data, and security in processing card details. PCI DSS significantly reduces the risk of fraudulent transactions and other criminal activity related to card payment processing. Every card payment processing provider and online merchant must comply with PCI DSS requirements.

Cardinity demands that each online shop should use SSL with HTTPS (HyperText Transfer Protocol Secure) in order to guarantee the highest level of data transfer security.

We also offer you 3D Secure (Verified by VISA and MasterCard SecureCode) as an additional payment security enhancing tool. 3D Secure is an authentication system for online card payments which helps to verify whether a purchaser is a genuine cardholder. It minimizes the risk of disputed and fraudulent transactions, and enhances customer confidence in your online shop.

Learn more about our recommended fraud prevention measures.

Question 33

What is SSL and why should I use it on my website?

Accepted Answer

SSL (Secure Sockets Layer) is a standard security technology for establishing an encrypted link between a web server and a client (a web browser). SSL is used to protect online transactions and ensure that confidential and sensitive information (e.g. credit card information, user login credentials, personal data) is encrypted and transmitted securely. In order to make your website SSL-secured, you should get an SSL Certificate from CA (Certificate Authority) and install it on your server. An SSL-secured website normally has a lock icon or a green bar, and begins with https rather than http.

The benefits of having SSL connection:

Your online shop is protected from hackers and identity thieves.
Potential customers recognize your website as secured and reliable.
You do not have to worry about the data security and can fully concentrate on doing business.
SSL improves your website’s ranking on major search engines.

Question 34

How to identify potential fraud?

Accepted Answer

As you possess the most information about your customer, you are able to identify potential fraud. There are many signals of a fraudulent activity.

Pay special attention to the customers who purchase in your e-shop for the first time. Thoroughly check the information they provide during registration.
Make sure that the email address provided by a customer exists. Fraudsters usually use email addresses which have no meaning.
Check the name, phone number, and personal address of your customer. If the provided information looks fake or suspicious, call the customer to verify his/her identity.
Fraudsters tend to fill in their own address in the shipping field and the address of the legitimate cardholder in the billing field.
In order to stay anonymous, fraudsters usually use postal boxes for their orders.
Pay special attention to an order made for a foreign shipping address if most of your customers are located in your country.
Pay special attention to a purchase made at night.
Unusually high amount of an order can be a signal of a fraudulent activity. Similarly, a very small order should attract your attention if it is followed by a sequence of large orders.
Pay special attention to a customer who makes several orders a day or makes purchases very often.
Pay special attention to the transactions conducted with the same payment card but different shipping addresses and vice versa.
Pay special attention to the transaction conducted from the same IP address but with different cards.

Do not disregard any indication of suspicious and fraudulent behaviour of your customer.

Question 35

What should I do if I identify potential fraud?

Accepted Answer

First of all, request a copy of the ID and credit card from your customer in order to verify that the name on the card matches the name on the ID. If you question the legitimacy of the payment, do not ship the items and freeze the order. After the transaction is proved to be fraudulent, immediately refund the charge to the cardholder; otherwise, the legitimate cardholder may demand for a chargeback. Make sure the 3D Secure feature is activated and works properly in order to prevent the further fraudulent activity.

Question 36

When do I receive a fraud alert?

Accepted Answer

You may receive a fraud alert in the following cases:

Your customer made several purchases with different credit cards during a short period of time.
Your customer made a purchase from a country different from the one where his payment card was issued.
Your customer has experienced several payment transaction failures before a successful one.
The payment card has already been used for suspicious transactions in other online shops.
The customer’s name is distinctly different from the spelling of the email address.
The order amount is strikingly different from the average shopping cart.

Question 37

What should I do if I receive a fraud alert from Cardinity?

Accepted Answer

In case you receive a fraud alert from Cardinity, take the following steps:

Verify whether the customer provides the same name as the one appearing in the email.
Verify whether the shipping address seems credible. Check whether it is a postal box.
Make sure that the shipping address is similar to the billing address.
Look at the email and other contact details of this customer in the white pages, search engines, and social networks.
Check whether the customer made several purchases within the same days or the last couple of days.
Look at the purchase amount. Is it strikingly different from the average shopping cart?
Verify all the data you have about the order.
Try to contact the customer.
Freeze the order in case you have not shipped the items yet.
In case you have checked all the accessible data and the customer appears to be a fraudster, immediately issue a refund to the cardholder.

Make sure you keep in touch with Cardinity during the process.

Question 38

I forgot my password. How do I reset it?

Accepted Answer

You can reset your password by contacting us by email info@cardinity.com. Provide your username, company name and email address.

Question 39

How do I change my password?

Accepted Answer

In order to change your password, log in to your Cardinity account and click Change Password in My Profile menu. Enter your current password and your new password, and confirm it. Then click the Change button.

Question 40

How do I get my first transfer?

Accepted Answer

In order to transfer the funds to your bank account, you will need to provide Cardinity with your bank account details and payout frequency (daily/weekly/monthly). All sales have 7 days clearance period. If you have not received the funds, check whether the transfer has not failed and your bank account information is correct. Note that a transfer is not initiated if your payout does not reach a particular minimum:

EUR bank accounts have a minimum transfer of €100.00;
GBP bank accounts have a minimum transfer of £100.00;
USD bank accounts have a minimum transfer of $100.00.

Question 41

How do I change my bank account information?

Accepted Answer

You can change your bank account information by contacting us by e-mail info@cardinity.com and sending us your new bank account details.

Question 42

Where can I find the information about the buyer?

Accepted Answer

Log in to your Cardinity account and click Payments List in the Payments menu. You will find your customers’ names in the Customer column.

Question 43

Where can I track my settlements?

Accepted Answer

Log in to your Cardinity account and click Settlements in the Payments menu.

Question 44

How do I get a general report of my transactions?

Accepted Answer

In order to find your balance report, log in to your Cardinity account and click General Report in the Reports menu. After you open the General Report, you can select the period (Weekly, Monthly, Annually). You can also view your daily statistics by clicking Daily Report in the Reports menu.

Question 45

How can I download invoices?

Accepted Answer

In order to download an invoice, log in to your Cardinity account and click Settlements in the Payments menu. Select the invoice in the Invoice column and download PDF.

Question 46

What are the processing limits and fund reserves?

Accepted Answer

There is a limit on the amount you can accept per transaction through Cardinity. We are entitled to withhold a percentage of your funds in reserve in order to ensure that a particular amount of funds is kept and used for repayments (chargebacks), any related fees, and payments of other penalties. The percentage ranges from 0% to 10% depending on your business risk. The reserve amount is held for a particular period of time (90-180 days) after which it is paid back to you.

Question 47

Where can I see my reserve?

Accepted Answer

Log in to your Cardinity account and click Reserve in the Payments menu.

Question 48

Where can I find the release date of my reserve?

Accepted Answer

Log in to your Cardinity account and click Reserve in the Payments menu. You will find the date in the Release Date column.

Question 49

Why do you need my Passport and Registration Certificate?

Accepted Answer

We are responsible to other financial institutions; that is why, we need to verify the legitimacy of your business and your identity. We do not use the given information for any other purpose. We ensure the secure and responsible handling of your data. Read our Privacy Policy to know more.

Question 50

Who is a Cardinity partner?

Accepted Answer

A Cardinity partner is any company or person who offers Cardinity to their clients (merchants) as their e-commerce card payment solution. Cardinity partners can be software developers, sales agents, or other specialists who have their ideas on how to use payment cards inventively. Learn more about our Partnership Program.

Question 51

What is the Cardinity Partner Program?

Accepted Answer

The Cardinity Partner Program is an opportunity of cooperation between Cardinity and every partner based on flexible terms. The program helps you to earn financial rewards for referring new clients and provides other great benefits. Learn more about our Partnership Program.

Question 52

How do I become a Cardinity partner?

Accepted Answer

If you want to become our partner, fill in our partner application form. You can also contact us by email info@cardinity.com to learn more.

Question 53

Does Cardinity provide any integration support?

Accepted Answer

Once you become our official partner, we will provide integration support (ready-made e-commerce plugins, Java and PHP libraries) and access to API documentation. We will be glad to answer all the questions you may have in the future.

Question 54

Payment terms

Accepted Answer

Cardinity
It is the trademark owned by Click2Sell and the system of payment card acceptance in e-commerce developed by Click2Sell.

Agreement
The agreement is concluded between the Merchant and Click2Sell on provision of payment instrument acceptance service and related services.

Confidential Information
Confidential information is any information known by both parties about each other during the validity of the Agreement, in particular, Click2Sell's Terms of Service, particularities, technical infrastructure, prices, a payment card holder's (buyer's) details, payment card details, content of the Agreement, negotiating positions.

E‐Commerce
E-commerce is distance selling where the instruction to make a payment transaction using a payment card is transmitted via the Internet;

E-commerce Merchant
E-commerce merchant is a person or company that sells goods or services through the internet.

Merchant Account
A merchant account is a user account created by Cardinity to the Merchant on Cardinity’s internal system, where the Merchant can see information regarding received transactions (approved and declined), applied fees, amount of rolling reserve, payouts made and due and other information related to processing of transactions via Cardinity’s system

Wire transfer fee
A wire-transfer fee is a fixed fee paid by a Merchant for each transfer of money from Cardinity to the Merchant’s bank account.

Buyer
Buyer is a cardholder or other person entitled to operate a payment card when buying the merchant's goods or services on the latter's online shop.

Acquirer or Acquiring Bank
It is a bank or financial institution that accepts debit or credit card transactions for a cardholder and processes them on a merchant's behalf. When a customer makes a purchase on your store with a credit card, the acquirer transfers the funds to you.

Issuer or Issuing Bank
It is a bank or financial institution that issues credit cards. When a customer makes a purchase on your store with a credit card, the issuer bills the customer's credit card.

Payment Gateway
A payment gateway is a service that facilitates communication within banks by transmitting transaction information to Acquiring Banks and responses from Issuing Banks. Sometimes, a merchant account and payment gateway are set up in one process through the same company.

Payment Transaction
Payment transaction is the transfer of funds initiated by a cardholder (buyer).

Payment Transaction Submission
It is the submission of payment card details by the Merchant to Click2Sell in accordance with the terms and conditions of the Agreement in order to accept the funds for the payment transaction made with the payment card.

Card Not Present (CNP) Transaction
The case when a transaction is completed and the cardholder (or his or her credit card) is not physically present to hand to the seller is called CNP Transaction.

Recurring Transaction
It is a charge applied to a cardholder in predetermined intervals for services or goods of an ongoing nature (memberships, subscriptions).

Delayed Delivery Transaction
It is a transaction in which a buyer does not receive goods or services immediately at the time of purchase.

Transaction Settlement
It is the process through which a merchant receives funds for a transaction with a customer. Once a buyer purchases goods or services, his or her issuing bank sends funds to the seller's payment processor, which disperses said funds to the merchant.

Payment Processor
A payment processor is a company authorized to process credit card transactions between buyers and sellers.

Payment Service Provider (PSP)
It is a third party that helps merchants accept and facilitate payments.

Authorisation
Authorisation is a request to see whether a credit card is approved for use to complete a given purchase transaction. It is necessary to check whether a card holder's credit card holds sufficient funds and is approved to purchase from a merchant.

Credit Card Authorisation Code
This code is five or six numbers generated by an Issuing Bank, or the bank of a buyer using a Credit Card, for the purpose of validating a credit card whenever it is approved in the sale of a good or a service.

Address Verification System
It is a system created and maintained by Visa which was designed to prevent fraudulent activity by allowing a Merchant to verify whether a credit card's given address matches the address in the Card Issuer's system.

Payment (Credit/Debit) Card
It is an instrument of payment with an information-holding magnetic strip. A payment card is issued to a cardholder under the rules and regulations of credit card organisations for the use of purchasing goods and services.

Cardholder
Cardholder is a person in whose name a payment card has been issued.

Payment Card Details
The details are a card number, card verification code, expiration date, the amount of payment, full name, and address of the payment card holder.

Payment Card Organisations/Associations
Such organisations are Visa International, Visa Europe, MasterCard Inc., and Maestro International which operate card payment systems.

BIN (Bank Identification Number)
The first four to six digits on a credit card, which can be used to identify the Issuing Bank that issued the card.

Credit Card Account Number
It is the number that uniquely identifies a specific credit card account. The first 6 digits of the number are the Bank Identification Number, identifying the Issuing Bank. The last digit is a check-digit, used to detect errors. The remaining 9 digits represent the account number assigned to the cardholder.

Payment Card Details
The details are a card number, card verification code, expiration date, the amount of payment, full name, and address of the payment card holder.

Payment Card Number
It is a multi‐digit number which is imprinted on the payment card. It designates the relevant card account.

Payment Card Verification Code
It is a three to four‐digit number imprinted on a payment card beside the card number (in the signature field on the reverse side of the card) or otherwise provided to a payment card holder.

Chargeback
Chargeback is a refund of the amounts of a payment transaction officially claimed by a cardholder from his/her bank or card issuer. This usually occurs because the customer escalated a dispute about a purchase to his or her bank for resolution.

Reserve
Reserve is the Merchant's amount of funds withheld by Click2Sell and used as the guarantee of fulfilment of the Merchant's obligations and liabilities.

PCI DSS (Payment Card Industry Data Security Standard)
PCI DSS is a payment card data security standard created to reduce Credit Card fraud and required by payment card organisations.

Hypertext Transfer Protocol Secure (HTTPS)
HTTPS is a communications protocol for secure communications over a computer network.

Question 55

Response codes

Accepted Answer

In most cases transactions are authorized successfully, but it might happen that a transaction cannot be authorized, and the customer’s card is declined by the issuing bank or the payment processor. In this case you will receive a specific error code for a transaction with a particular customer. Sometimes this code seems to be ambiguous and requires more explanation.

Error code	Name	Explanation
3000	Rejected by issuer	The cardholder’s bank declined the payment for an unspecified reason. The customer should contact the bank and ask for the transaction to go through. Learn more.
3001	Insufficient funds	The customer did not have sufficient funds in his bank account to pay for the order.
3002	Do not honor	The cardholder’s bank declined the payment for an unspecified reason. The customer should contact the bank and ask for the transaction to go through. Learn more.
3003	Exceeds withdrawal frequency limit	The transaction exceeds the withdrawal frequency limit of the customer’s bank account. The customer should contact the bank to change the frequency limit.
3004	Transaction not permitted to cardholder	The customer’s bank does not permit the cardholder to pay for a particular product with his/her card. The customer should contact the bank for more information about the decline.
3005	Exceeds withdrawal amount limit	The transaction exceeds the withdrawal limit of the customer’s bank account. The customer should contact the bank to change the amount limit.
3006	Invalid Card Number	There are several reasons why this might happen: typographical error, expired card, stolen or lost card, account closed. Cardholder should contact an issuer for more information.
3007	Restricted card (ATM only)	The card is limited to ATM transactions only and cannot be used for other types of transactions, such as point-of-sale purchases or online transactions.
3008	Restricted card	The card issuing bank or the cardholder has placed some restrictions on the card. It is possible that the card is not accepted online. The cardholder should contact the bank for more information.
3009	Suspected fraud	This error code requires special attention. The customer’s issuing bank declined the transaction because somehow fraud activity indications were faced.
3010	Do not retry	The transaction has been declined, and the issuer recommends against attempting the transaction again. This response is typically given when the issuer has identified an issue that is likely to persist or is not conducive to repeated attempts. The common reasons for a decline: suspected fraud, account status, exceeding limits, technical issues.
3011	Processing error	This typically indicates that there was an issue during the processing of the transaction on the issuer's side. This type of decline suggests that the issuer's systems encountered an error or glitch that prevented them from completing the authorization or approval of the transaction. It is advisable to the cardholder to contact the issuer.
3012	Account closed	The bank or financial institution has closed the account associated with the provided credit or debit card. The cardholder will need to inquire about the specific reason for the account closure.
3013	Invalid CVV	It indicates that the Card Verification Value (CVV) provided during a transaction does not match the CVV on record for the credit or debit card. Common reasons for the error: expired card, unauthorized use, account compromise.
3014	SCA Required	Card issuer requires strong customer authentication (3D Secure).
3015	Blocked, first used. The transaction is from a new cardholder, and the card has not been properly unblocked	The transaction is being declined because the card being used belongs to a new cardholder, and there may be a block or restriction on the card that hasn't been lifted. A customer should contact their card issuer for assistance.
3016	Expired card	The customer’s card has already expired.
3017	Cannot authorise at this time (Policy)	The card issuer is unable to authorize the transaction due to specific policy-related reasons (security policies, transaction amount/frequency limits, MCC, etc.)
3018	Negative CAM, dCVV, iCVV, or CVV results	A potential security concern or incorrect information provided during the transaction. It's a security measure to protect against fraudulent activities and unauthorized card usage.
3019	Stolen card	Indicates that the payment card being used for the transaction has been reported as stolen or lost. Cardholder should contact the issuer for assistance.
3020	Pickup card	While the traditional "Pickup card" decline is related to physical cards, in an online context, it may signify that the card issuer has detected suspicious activities, unauthorized usage, or security concerns associated with the online transaction.
3021	Suspecting manipulation	The card issuer has identified potential manipulative or fraudulent behavior associated with the online transaction.
3022	Transaction declined (account blocked)	The card issuer has placed a block on the account associated with the payment card, resulting in the decline of the online transaction.
3023	Wrong expiry date	The expiration date entered during the transaction does not match the information on record for the payment card.
3024	Partial refund is not allowed	Merchant should try to refund again later.
3025	Recurring not allowed	Merchant should contact techsupport team.
3026	Cannot authorise at this time (Life cycle)	The card issuer is currently unable to authorize the transaction due to reasons related to the card's life cycle. The "life cycle" of a payment card refers to various stages from issuance to expiration, and issues related to this life cycle can impact the authorization process.
33333	3D Secure authorization failed	The customer did not finish the 3D Secure authorization, did not enter a special security code, entered an invalid security code, or closed the authorization window too early.
9999	Acquirer error	The acquirer experienced an unspecified error. The customer should try again later.

Question 56

Consumer Rights

Accepted Answer

The following guidelines are addressed towards consumers making payments in Europe.

YOUR RIGHTS:
EU rules mean your electronic payments are becoming cheaper, easier and safer. Here’s how:

You can make payments throughout Europe (the EU, Iceland, Norway and Liechtenstein) as easily and safely as in your home country.
You can no longer be charged extra costs by a merchant when you pay using a card issued in the EU.
The rules cover all kinds of electronic payments (e.g. credit transfers, direct debits, card payments…).
Every consumer legally residing in the EU has the right to at least a basic payment account free of charge or for a reasonable fee. (i.e. one that comes with a debit card, covers cash withdrawals, safekeeping of funds, and making and receiving payments).

These rights are thanks to the EU’s revised Payment Services Directive (PSD2), Payment Accounts Directive and other EU legislation, which aim to bring you safer, more convenient payments. Learn more about your rights here: https://europa.eu/!rh44HJ

EURO PAYMENTS - SAME COST AS LOCAL ONES

A single euro account allows you to make all your payments across Europe.
Cross-border payments in euro will cost you the same as domestic payments in euro...
…and from 15 December 2019, your crossborder payments in euro will cost you the same as domestic payments in your national currency.
Cash withdrawals in euro outside your bank ATM network should cost you the same in another member state as in your home country.

MORE SECURITY, BETTER PROTECTION

From September 2019, your electronic payments will be more secure thanks to strong customer authentication. This will work through a combination of different authentication factors, e.g. a PIN and your fingerprint. For more information on this, you should contact your payment service provider.
Your liability in case of an unauthorised payment – for instance if your credit card is stolen – is limited to a maximum of €50 (except in cases of gross negligence). You will not be liable for any unauthorised payment that takes place after you have informed your bank, or for online payment if your payment service provider or bank does not provide for strong customer authentication.
Where a final card payment amount is not known in advance (e.g. car rentals or hotel costs), a merchant can only block an agreed amount on your card with your approval.
With ‘direct debit’ (e.g. you have authorised a company to collect payments from your account) you have 8 weeks to challenge any unduly charged amount. You must be reimbursed within 10 working days.

FAIR PRICING

You have the right to know what charges, if any, apply to your payments.
As a rule, merchants, both in shops and online, cannot make you pay more than the published price (‘surcharge’) when you pay with consumer debit and credit cards. In certain circumstances (e.g. for certain cards), a surcharge may still apply – but then it has to reflect the true cost to the merchant of this payment method. If you feel that you have been unfairly overcharged, for instance when booking a flight or paying for a hotel reservation, visit the web-link provided on the next page to learn more about your rights.

NEW SERVICES

Thanks to recent technology, you now have the option to use new, innovative financial services offered by licensed banks and other regulated payment service providers other than your own bank. This means, for instance, that you can monitor your personal finances or make online purchases without a credit or debit card. Just like banks, these new payment services providers must be licensed and supervised, and have to handle your data securely.

EU rules ensure that your electronic payments go smoothly. But if there is a problem, your bank or other payment service providers must respond to complaints within 15 business days. If you are still not satisfied, you can bring your case to the national competent authority. More information can be found here: https://europa.eu/!Bn34nv

Source: https://commission.europa.eu/system/files/2019-09/leaflet-your-rights-payments-eu_en.pdf

Question 57

What is the difference between fraud notifications and chargeback notifications?

Accepted Answer

A fraud notification is automatically sent by an issuing bank when a certain transaction seems to be fraudulent (i.e. card details may have been used illegally or the bank has noticed some suspicious activity in the cardholder’s account). It is not a chargeback yet, but it may become one if certain measures are not applied. So, you should regard it as a sign that a certain customer may be involved in fraudulent activity. In this case, we recommend to contact the customer about the issue and follow these steps. If you are sure that the transaction was indeed fraudulent, refund the amount to prevent chargebacks.

In case a cardholder files a chargeback, you will receive a chargeback notification. It means that a customer contacted their issuing bank and disputed a certain transaction. There are various chargeback reasons. You do not need to issue a refund to your customer when you receive a chargeback notification. They automatically receive the disputed amount from the bank. Otherwise, you will return the money to your customer twice.

You have the right to dispute a chargeback if you think that the payment was valid. If you win the chargeback, you get the payment amount back. More information in our blog post: How to Prevent and Dispute Chargebacks?

Question 58

How to withdraw money from my Cardinity account?

Accepted Answer

There is no possibility to manually withdraw the money from your Cardinity account. The funds are transferred to you automatically every week/month depending on the payout frequency indicated in your merchant agreement.

Weekly payouts are generated every Monday and paid out within two days. Monthly payouts are generated every first day of the month and paid out every first business day of the month. After we transfer the funds, it might take a few days for them to appear in your bank account. Also, note that most banks will not process the transfer at weekends and on official holidays.

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