FAQ

Here are few questions, we believe you should read about Worlonpay to have more understanding about the products & its know hows.

• 01.WHAT IS Worlonpay?

Worlonpay is a leading Payment Gateway, providing solution for all online payments authorized by Indian financial institutions, to appoint benefits to our Sub Merchants. We provide a secure link between your website, various issuing institutions, acquiring Banks and the payment gateway providers. We’re active in the development and implementation of anti-fraud systems which have helped to protect businesses around the globe.

• 02.WHAT ARE THE TYPES OF INTERFACES/MODS WE’RE OFFERING?

Worlonpay provides complete, simple and secure online payment gateway services, with a real-time Credit Card, Debit Card, Net Banking, Digital and Mobile Wallet, Cash Card and Mobile Payment transaction validation process,enabling eCommerce websites to sell products and services online with quality interface and experience.

• 03.IS THERE ANY TRIAL PROCEDURE ?

Yes ! make a test buy for assurance. Just sign-up with us, get an account today and testing is free.

• 04.HOW DO I REGISTER OR SIGN-UP FOR Worlonpay ACCOUNT ?

It’s quite simple to register on Worlonpay. On the home page, click on sign-up. Enter the necessary details and get started.

• 05.WHY IS IT IMPORTANT TO PROVIDE KYC DOCUMENTS TO Worlonpay?

“KYC” (Know Your Customer) is a term used for customer identification process to determine true identity and beneficial ownership of accounts, source of funds and the nature of your business, which also helps to provide security against all kinds of frauds.

Reserve Bank of India has issued guidelines to under Section 35A of the Banking Regulation Act. To carry a KYC for all merchants accepting payments in offline & online medium.

• 06.WHAT TYPE OF KYC DOCUMENTS ARE NEEDED TO GET AN ACCOUNT?

KYC are taken on two aspects, one is establishing identity and the other for establishing present residential address. The documents required for KYC differs on the type of company / account eg. Individuals, Companies, Partnership Firms, Trusts & Foundations and Proprietorship Concerns.

• 07.HOW DO I USE Worlonpay ONLINE PAYMENT GATEWAY ?

It’s very simple and you don’t need any technical or programming knowledge to get started. Your tech- support team will be able to integrate with the Worlonpay payment solutions, we’ll also provide assistance for the same.

• 08.WHICH ARE THE PROGRAMMING PLATFORMS SUPPORTED BY Worlonpay FOR ONLINE PAYMENT GATEWAY?

Any programming language can be used to interface into the Worlonpay payment gateway. Common examples that are being used are PHP, ASP & Java.

• 09.HOW SAFE IS IT TO USE THE CARD ON Worlonpay PAYMENT GATEWAY ?

We are highly compliant to the relevant Data Security Standards ensuring and maintaining highest level of security for processing customers card data. Payment Card Schemes such as MasterCard and Visa have a responsibility to make sure payment platform have protection in place to stop hackers and criminals.

• 10.HOW TO CHECK MY TRANSACTIONS AND STATUS ON Worlonpay ?

Just log on to the Merchant Interface with the user name and password provided by Worlonpay. You can view all the order successful status and file in your Merchant Interface, under ‘Transaction’ Menu you have option to view days wise summary and details report.

• 11.WILL I GET NOTIFICATIONS FOR THE TRANSACTIONS ?

Definitely . You’ll get notifications for every order that has been successful or has failed processed using Worlonpay.

• 12.HOW WILL I OR MY CUSTOMER KNOW IF THE TRANSACTION IS SUCCESSFULL ?

When the payment process is over, Worlonpay will mail payment status. Thus, at the end of transaction you and customer can easily judge if the payment is successful or failed.Apart from this, you can access complete information regarding every single transaction by logging into your Worlonpay account and inform the customer accordingly.

• 13.CAN I ORDER/REQUEST HARD COPY OF TRANSACTION REPORT?

Well, keeping in mind to run a Green Business, we are concerned to save trees and the environment. We request you to refer to the digital copy of order reports sent via email and available in merchant interface. You can login to our merchant interface and print the same in case you need printout of the transaction reports.

• 14.WHAT ARE COMPONENTS OF TRANSACTION REPORTS?

The transaction report will be sent to you via email which will showcases summary of sales, refund, chargeback, transaction fee, service tax and amount payable to your bank account. The details report is an extension of the summary report, where the details of all the order are displayed with information like, order date, order amount, merchant order id, Worlonpay order id, card type, service charges, taxes, etc. The report is also available to view and download in merchant interface by login into Worlonpay account.

• 15.IN WHICH BANK ACCOUNT WILL I GET MY PAYOUT OF ORDERS RECEIVED USING Worlonpay?

You’ll receive the payout for the orders to the bank account registered or mapped with Worlonpay. account.

• 16.WHEN I’LL RECEIVE THE PAYOUT OF ORDERS RECEIVED USING Worlonpay?

The payout is remitted to merchant bank account with in ______ working days from the order reconciliation date.

• 17.WHAT IN-CASE I’VE PROVIDED WRONG ACCOUNT DETAILS AND NUMBER TO Worlonpay?

Worlonpay is not responsible if you provide or map wrong account number to your merchant account. Worlonpay only update or register the details which is provided by you. It will be your responsibility to ensure that the bank account number and other details mapped is correct. The money transferred to the wrong account number cannot be recovered and merchant will be responsible to talk to bank and try to retrieve the same from the bank. Worlonpay will not be responsible for loss incurred by merchant due to mapping of wrong bank account number.

• 18.CAN I ASK Worlonpay TO HOLD THE PAYOUT FOR SOMETIME, IN-CASE I’M HAVING ISSUE WITH MY BANK ACCOUNT?

Yes, Worlonpay can help you to hold the payout to your bank account. The payout will be accumulated in your merchant account till you instruct us to release or make the payout. This facility is provided to merchant for their convenience and is enabled only on written request.

• 19.CAN I ASK FOR CASH OR CHECK PAYMENT FOR THE PAYOUT?

No, as per the mandate of RBI Worlonpay needs to ensure that the payout is done to merchant account within _____working days from the date of transactions. To keep inline to RBI’s mandate, we have made it mandatory for all merchant to accept money via NEFT – direct account transfer.

• 20.HOW THE TRANSACTION FEE WILL BE DEDUCTED?

The amount payout to your bank account is net of QuckPay transaction fee, eg. the transaction fee is deducted from respective order before making payout to merchant. Hence, you need not worry to pay the transaction fee to Worlonpay, it will be Worlonpay’s responsibility to ensure that collect the same before making payout to your account.

• 21.HOW DO I CHECK FOR THE CHARGES DEDUCTED BY THE Worlonpay FROM THE PAYOUT?

Worlonpay is totally transparent with regards to the charges paid by the merchant. The details of payout and charges are provided with the payout report. This report will be emailed to you and it’ll also be available in Merchant Admin after login.

• 22.CAN I CANCEL OR REFUND THE MONEY TO THE CUSTOMER?

Yes, every successful transaction paid to you can be refunded back to the customer’s account / debit card / credit card. You just need to request Worlonpay to refund selected order id and we will process the refund request. It might take max of ____business days to refund.

• 23.WHAT IF I CANCELLED OR REFUNDED THE WRONG ORDER ? CAN I GET THE MONEY BACK ?

No, the money which is refunded to the customer is transferred to customer via bank. It is not possible to reverse the transaction. You can try to get in touch with the customer and ask them to pay again or transfer the money to your account. Worlonpay is not responsible in-case you’re not able to retrieve money back from the customer.

• 24.IS THERE ANY CHARGES FOR REFUND OR CANCELATION OF ORDER?

No, there’ll be no charge for any of it, so if you want to refund the order to the customer, do not try to refund in cash or cheque. Just refund it on Worlonpay and avail the benefit of zero charges for refund.

• 25.HOW TO IDENTIFY FRAUD TRANSACTIONS?

It is important for you to try tocheck every order received online. If you find any suspicious order pattern or customer behavior or communication, flag the order as suspected. For every suspected order, try to call the customer, ask them to email Identify Card and Bank or Card Statement. Only once you satisfied with the details provided by customer, you should process the order and deliver the goods or services to the customer. Worlonpay will also monitor your orders, intimate you about any abnormal order or customer behavior. Such order will be marked as suspected and email intimation will be sent to registered email address.

• 26.IN-CASE OF FRAUD TRANSACTION DO I HAVE TO FACE THE LOSS?

No, as per RBI mandate every online transaction is complete only after two layer – authorization and authentication. And if there is a fraud transaction the customer will be liable for the same. Authorization ensure that the account or card details are correct and customer has money to perform these transactions. Authentication ensure that the account or card holder enter a private password or pin, which ensure that holder of account or card himself or herself is performing this transaction.

• 27.WHAT IS A CHARGEBACK/TRANSACTION DISPUTE/COMPLAINT?

Customer transacting online using an account or debit or credit card can raise a complaint with their banking partner and request to return the money. The complaint could be on grounds of defective product or late delivery or incorrect information about product or services or difference in product displayed and delivered, etc These disputes can be raised directly by the customer with their bank is called chargebacks. As soon as the dispute is raised by the customer, banks will instruct Worlonpay to collect the order amount from you and park it in a banks suspense account. Whenever we receive such dispute or chargeback, we will intimate you and collect the amount from you. To represent your case, you will have to submit the proofs of product, delivery and any other information about customer to Worlonpay. If the Bank is satisfied with the proof submitted by you, the money parked in bank’s suspense account will be paid back to you. However, if it is proved the customer complain is genuine the customer will get a refund.

• 28.WHAT DETAILS/DOCUMENTS I NEED TO SUBMIT IF I RECEIVE A CHARGEBACK?

Every time you receive a chargeback you need to represent your side by submitting certain document. The document acts as proof that you have delivered the product or services bought by the customer. Below mention are the documents which is required to resolve the chargeback: Details of Product or Service bought. Proof of delivery or services (Signed by Customer) Customer’s consent of no dispute with services (Mail/written/signed) Customer ID Proof (if available) Cancellation or Product Return Policy.

• 29.I’VE REFUNDED THE ORDER ON Worlonpay, WHEN CUSTOMER WILL RECEIVE THE SAME?

Once you refund one order back to customer using Merchant Admin. The refund will reflect in merchant bank account or card statement within ___ working days.

• 30.CUSTOMER CANCELED THE ORDER, DO I HAVE TO REFUND THE AMOUNT?

No, you need not to refund the amount if the order is cancelled by the customer. You can retain your cancellation charges as may be applicable for your services. However, you need to clearly inform customer about the cancellation policy before accepting the order.

• 31.WHAT IN CASE CUSTOMER IS ASKING REFUND EVEN AFTER THE SERVICES/GOODS ARE DELIVERED?

If the goods or services is already provided to customer but due to some reason if they are asking for refund. In such case, please do not refund the money to customer. Instead, ask the customer provide their ID Proof and bank or card statement. So, if customer disputes the transaction via the bank and demands for chargeback, you can provide him the proof of product and other document provide by customer as evidence for dispute resolution.

• 32.WHAT OTHER CHARGES WHICH WILL BE DEDUCTED/APPLIED/INCLUDED?

There’ll be Goods and Services tax depending on The Ministry of Finance, Government of India.

• 33.CAN I USE THE MERCHANT ACCOUNT IN MULTIPLE WEBSITES/URLS?

No, Worlonpay cannot process payments from multiple websites. You will need to open separate accounts for each website. This is because one payment gateway can be integrated only on one website.

• 32.CAN I CHANGE MY MERCHANT ACCOUNT DETAILS?

Yes, you can change your merchant account details. You will have to send a request to us.