This resource answers the most commonly asked questions during implementation.

How do I set up merchant Fees?

See Use Cases: Fees for resources on setting up different {{glossary.Merchant}} {{glossary.Fees}}.

How do I submit my White Label request?

After a Pro Client has signed up for the sandbox environment, the Implementation team will contact them for white-labeling or customized branding parameters and retrieve their colors and logos.

For more information on white label requests and logos, review the White Label and Customized Branding resource.

What is Sandbox testing?

Sandbox testing is when the implementation group will review your process of boarding a merchant and submitting a transaction. Sandbox is the best place to “play” and learn our system.

What is Production testing?

Production end-to-end testing is done to see your entire process from start (onboarding a merchant) to finish (running a transaction). This allows our team to verify all system settings are working as expected and we successfully see your API calls (if applicable).

How do you run reports in the portal?

After you log in, select Reports in the Admin section of the left navigation panel. The Select Report field lists a number of reports that you can select and generate. See Create and Manage Reports for more details.

What are Payrix Pro Integrated Payment Pages?

The integration guides for {{glossary.PayFields}} and {{glossary.PayFrame}} can be found on the Worldpay Developer Hub for Payrix Pro.

What is the difference between PayFields and PayFrame?

PayFrame has limited customization and PayFields is designed to let the customer apply their own look and feel.

Can Payrix Pro tokenize a terminal transaction?

Not at this time.

Where can I find terminal transactions?

Terminal transactions will only show up under the associated terminal (Merchants > Terminals > Terminal Name > Transactions). The next day when the transaction is imported into Payrix Pro, the transaction record will be created and linked. The transaction record will then be included in the payment history tab.

Why would a merchant Account be denied?

The only time you would see a merchant account denied is if the business owner was on Mastercard Alert To Control High-risk Merchants (MATCH) or the information provided could not be verified. For example, Owner, DOB, or SSN.

MATCH is a database that houses information about businesses (and their owners) whose credit card processing privileges have been terminated for a set of very specific reasons.

How can I update merchant account information?

You can update merchant account information through the Payrix Pro portal or through an API integration. To update a merchant’s account information:

In the Management section of the left navigation panel, select Merchants.
Select the merchant whose information you want to update.
In the Account Overview section, click the edit icon.

If a merchant account owner changes, you should inactivate the original account and submit a new one for approval.

What reason should I give clients whose transaction is declined?

Decline reasons should be dwindled down that are applicable to your clients (i.e. card present declines are different than card not present declines). A few samples would be AVS miss-match (update address) insufficient funds, do not honor (FSA + HSA cards would have this) pick up card (card marked as fraudulent), invalid card number.

What are Disbursement Entries?

The items factoring into the total amount disbursed from the Payrix Pro portal. These entries form the Disbursement Statement which outlines all associated debits and credits of your account. Such examples of entries include revenue from Captures and eCheck Sales, as well fees incurred such as Interchange.

What are Statement Entries?

These are items on the transactional level that outline the activity on the Payrix Pro portal. Where Disbursement Entries will show overall disbursement details, Statement Entries are more granular and show per-transaction data.

How can I set up Convenience Fees?

We currently do not have a setup where our system will automatically calculate the {{glossary.convenience fee}}, and add it to the total transaction amount. However, a workaround to this is to create the fee in Payrix Pro and set it as a {{glossary.surcharge}}. What this will do is reverse calculate the fee based on the percentage provided, and only charge the fee on the calculated amount.

For example, a transaction for $100, with a 3% convenience fee added would bring the total to $103.00. In Payrix Pro you would set up a surcharge fee at 3%. We will use this fee to calculate that the original transaction was $100, the 3% will only be charged on the $100, and the end result is that the merchant will receive the $100.

See Set Up a Convenience Fee for more resources on Fees. For further inquiries, your Project Manager can schedule Fee setup demonstrations with an Implementation Engineer to walk you through it.

I’m not seeing the answer I’m looking for in this FAQ. Where can ask a more specific inquiry?

You can always contact Payrix Pro Partner Services for more specific queries that can be answered by our support specialists.

Payment Optimization and Compliance