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A Charge is a single payment request. It is created through a payment source and linked to a unique ID. A Charge in your account is not necessarily a financial transaction and could include authorisation, refund, void or status change. Managing Charges lets you control the billing and processing of one-off payments or automated subscriptions.

Charge status

Charge statuses help diagnose any issues and act on amendments:

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Add New Charges

To add a new, one-off Charge, which will not save the customer’s details or payment data:

1. Go to Charges > Add New.
2. Under the Select Payment type drop-down list, select Charge.
3. Complete the Customer’s Personal Information, Address, Payment Details and Payment Information.
4. (optional) Under Customs Fields, you can add Name and Value or select a previously created Custom Field from the Name drop-down list.
   Custom fields transfer any metadata to the payment gateway or store it in the account. By providing another searchable data point, these fields ease the reporting on the activity within the dashboard. You can insert any Name or Value in JSON format that suits your requirements. However, to successfully pass the information to the Gateway, ensure the value complies with the gateway requirements. Selecting ready Custom Fields reduces the time of adding a new Charge with additional data. You can choose up to 25 custom fields.
5. Click Create Charge.

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Note

Every Service has a set of required fields. If you miss one of them, the Charge will not be created.

To add a new, one-off Charge for an existing Customer, go here.

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Payment refund

Payment refund is the process of transferring funds from your company account back to the customer. The funds will be returned to the payment method the payer used in the goods/service purchase. Refunds are linked to charge ID. We recommend associating the refund with its original charge, thus providing visibility to the Issuing Bank and the card schemes.

Refunds could be fully or partially refunded. A full refund equals 100% of the amount. A partial refund equals an amount up to the net.

Multiple refunds are allowed up to the full net amount that has been reached.

Refund for an existing Charge

To process a Refund for an existing Charge:

1. Go to Charges > View Mode > Actions > Refund Request for the specified Authorisation. You can use the filter option or browse the list.

2. Enter the amount you would like to refund. It can be either equal to or less than the original amount.
3. Click Refund.

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Payment Authorisation

Payment Authorisation is a process which guarantees evidence that the customer’s account is valid and offers enough funds to cover the transaction. Card authorisation specifically involves contacting the payment system and blocking the required funds against the credit card. But more than that, the process is a security measure providing card issuers and businesses with a systematic way to screen for potential fraud before it becomes a successful transaction.

Add new Authorisation

To add a new Authorisation:

1. Go to Charges > Add New.
2. Under the Select Payment type drop-down list, select Pre-Auth.

3. Complete the Customer’s Personal Information, Address, Payment Details and Payment Information.
4. Click Create Authorisation.

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Note

Every Service has a set of required fields. If you miss one of them, the Authorisation will not be created.

Capture Authorisation

Payment capture is the process of finalising a transaction by settling the funds after a successful authorisation (in other words, a pending payment becomes completed). During authorisation, the money doesn’t move, it happens during capture. The payment gateway submits the capture request to the issuing bank immediately or at your chosen time.

To process funds from the customer’s account:

1. Go to Charges > View Mode > Actions > Capture for the specified Authorisation. You can use the filter option or browse the list.
2. (For Multiple captures) Input the Amount and confirm with Capture.
3. Check the transaction in View Logs.

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Note

The total amount of all captures should not exceed the total amount of the authorised charge.

Cancel Authorisation

Payment authorisation cancellation releases the hold over the customer’s account funds. You can cancel the authorisation on a payment that has not yet been captured. It can take up to 7 business days for the cancelled Authorisation to reflect on the customer’s account. This timeframe is dependent on the Payment Service Provider.

To cancel Authorisation:

Go to Charges > View Mode > Actions > Cancel for the specified authorisation. You can use the filter option or browse the list.

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Custom Templates

The options for viewing charges and transactions in the dashboard or CSV files are default charge, default txns (=Transactions), or custom templates. A custom template allows the integration of selected pre-defined fields and filters on the charges/transactions page.

Here are the functions for managing custom templates:

• Field name - predefined Charges or Txns name fields.
• Label - a custom title for the Field Name.
• Display in the Charges page - add up to 8 fields to the Charges or Txns page.
• Display in the CSV export - add an unlimited number of fields to the report in CSV format.
• Delete - remove the template.
• Apply current filters - save the applied search filters to the template.
• Template name - the name of the new template.
• Save as a new template - save the changes in a new template with a new name.
• Update - edit the template.

Add new Custom Templates

To add a Custom Template with specific filtering parameters:

1. Go to Charges > View Mode > Settings in the upper right corner.

2. Select Fields by checking the Display in the Charges page or Display in the CSV export. It’s optional to change Label names.
3. Hover over a field and drag up or down to change the order in the template.
4. Insert the Template Name.
5. Click Save as a New Template.

Apply Filters Custom Templates

To save the search filtering parameters to a Custom Template:

1. Go to Charges > View Mode > Apply New Filter.
2. Select the desired Filters and press Apply Filter.
3. Click on the arrow next to Settings in the upper right corner.
4. Choose a Template from the dropdown menu.
5. Press Settings.
6. Select Apply current filters.
7. Click Update.

Update Custom Templates

To update a Custom Template:

1. Go to Charges > View Mode.
2. Press on the arrow next to Settings in the upper right corner.
3. Choose Template from the dropdown menu.
4. Click Settings.
5. Select the Fields by checking the Display in the Charges page or Display in the CSV export. It’s optional to change Label names.
6. Hover over a Field and drag up or down to change the order in the template.
7. Click Update.

Delete Custom Templates

To delete a Custom Template:

1. Go to Charges > View Mode > arrow next to Settings in the upper right corner.
2. Choose Template from the dropdown menu.
3. Press Settings.
4. Click Delete.

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Update Requested Charge Status

Payment Gateways only sometimes provide real-time data on the Charge status. You can manually update the status of requested transactions only and avoid inaccurate reporting and revenue mismatch.

To manually update the status of requested Charges:

1. Go to Charges > View Mode > Actions > Update Status for the specified Charge. You can use the filter option or browse the list.
2. Change the Status to:
   1. Complete > in the External ID field, provide the Charge reference from the Payment Service Provider.
   2. Failed > in the External ID field, provide the Charge reference from the Payment Service Provider. In the Gateway error code field, provide the error code for the correct mapping of the Charge.

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FAQs