Canada Compliance Guide

As a registered Payment Facilitator in Canada, Worldpay for Platforms must comply with the requirements of the Code of Conduct for the Credit and Debit Card Industry in Canada referred to as the Code. As a Partner to Worldpay for Platforms, you will be required to help us comply with some of the Code requirements because you are the Merchant-facing entity that directly communicates with the Merchant.

Code of Conduct for the Credit and Debit Card Industry in Canada requirements include:

• Providing Monthly Merchant Statements: You will be required to provide a Code Compliant Monthly Merchant Statement that displays the rates and fees associated with each card brand and type accepted by the Merchant.

• Fee Change/Introduction of New Fee Notice: You will be required to provide Merchants with a minimum of 90 days' notice of any new fees or fee increases related to credit or debit card transactions or of a reduction in applicable interchange rates.

• Complaints Handling Process: You must establish a complaints intake process, including the escalation process to Worldpay for Platforms for Code-related complaints.

Further guidance on how to meet these requirements is outlined below. If you have any issues or general compliance requirement questions, contact support or call +1-855-672-9749.

Providing Monthly Merchant Statements

While Worldpay for Platforms offers you the opportunity to use its API whitelisted forms, if you provide your own merchant statements using your own resources, then you must also:

We recommend that you provide this information in a CSV format so that your Merchants can easily view the information in Excel. Download the example below for a sample of what your Monthly Merchant Statement information should look like:

Example Monthly Merchnt Statement.xlsx (1).csv

Introduction of New Fee or Fee Change Notice

As Worldpay for Platforms would only increase fees directly applicable to its Partners, Worldpay for Platforms will provide a minimum of 120 days’ notice of any fee increases, the introduction of a new fee related to any credit or debit card transactions, or a reduction in applicable interchange rates.

If Payrix Pro Partners decide to make changes to fees due to this notice, they must provide their Merchants with a minimum of 90 days’ notice of any fee increases, the introduction of a new fee related to any credit or debit card transactions, or a reduction in applicable interchange rates.

Notification Requirements

• Advance Notice: Worldpay for Platforms requires all Payrix Pro Partners Canadian partners to notify all your impacted Merchants of fee increases or when introducing a new fee at least 90 days before the change takes effect.

• Communication Retention: You must retain these notifications for your records should Worldpay for Platforms request a copy for compliance testing purposes.

Important!

The Effective Date set for any fee notification email must be at least 90 days out from when the notification is sent.

Example 90-Day Fee Change Notification Template for Canada

To maintain compliance with Canadian law, you must send a notification to Merchants 90 days before any fee changes. This advance notice allows your Merchants to review the changes and decide whether to continue their partnership under the new fee structure.

We have provided the following notification template for you to notify your merchants about upcoming fee changes. Complete the placeholders with the applicable information and ensure the effective date is set 90 days from the date of the notification.

Hello {Sub-Merchant/First Name on the MID},

We are contacting you in advance of any changes to inform you that we are {Increasing/Decreasing} fees as outlined in your agreement with us from {Current Percentage} to {New Percentage} on the effective date of {Effective Date}.

If no notice is provided to us, we will automatically adjust the fee above on {Effective Date}. If you do not agree with this fee increase, you have a right to exit your contract with us. Contact {Partner/Referrer} by calling us at {Partner/Referrer Phone Number}, emailing us intent of non-renewal at {Partner/Referrer Email} or using other methods outlined in your summary agreement.

Example 90-Day New Fee Notification Template for Canada

The following example shows a sample new fee notification template with placeholders.

Hello {Sub-Merchant/First Name on the MID},

We are contacting you to notify you that we will be introducing the following fees related to your billing integration service effective {Effective Date}.

{Comparison Table With Existing Fees vs. New Fees and Nature Of The New Fee Increase}

No action is required on your end if you accept the introduction of new fees. The changes will be reflected on the effective date of {Effective Date}.

If you do not agree with these new fees, you have a right to exit your contract with us. Contact {Partner/Referrer} by calling us at {Partner/Referrer Phone Number}, emailing us intent of non-renewal at {Partner/Referrer Email} or by visiting {Partner/Referrer Website}.

Complaints Handling Process & Requirements

As a Payrix Pro Partner servicing Merchants in Canada, you are the first point of contact for your Merchants should they have any issues or complaints regarding the billing integration services we provide. As such, you are required to establish a complaint intake and handling process.

1. Set up your online complaint intake form.

2. Establish your internal complaint-handling process.

3. Understand how to identify a Code-related complaint.

4. Learn how to submit any Code-related complaints to Worldpay for Platforms.

Set Up Your Online Complaint Intake Form

An online complaint intake form is required for your Merchants or sub-Merchants to submit potential Code-related complaints with the service or platform.

Create an online intake form for your Merchants to submit the information required to for your internal complaint-handling process.

At a minimum, the complaint intake form must include the following information:

• Name of submitter

• The business name

• Contact information (phone number and email)

• Box where the Merchant can enter a summary of the complaint and all helpful details

• Place to attach copies of any supporting documentation (such as agreements, statements, and correspondences).

Establish an Internal Complaint Handling Process

An internal process must be established explaining how the initial complaint review will be handled (including timeframes) to determine if it is a general complaint or a Code-related complaint.

Establish a process explaining how Merchants will be sent an acknowledgment and escalation notice within 5 business days of receipt of the complaint and a process explaining the escalation of the complaint to Worldpay for Platforms if the complaint is determined to be Code-related.

Identify Code-Related Complaints

What is a Complaint? 

A complaint is any expression of dissatisfaction with a product, service, policy, or an employee related to the platform (except those made by cardholders who are also employees of your company).  

General customer service complaints are your responsibility, while Worldpay for Platforms is responsible for managing and resolving Code-related complaints.

What is a Code-Related Complaint?

You must be able to distinguish between customer communications that you should resolve and those that you should forward to Worldpay for Platforms for resolution.

• Code-Related Complaints: Refer to issues or conduct identified with the platform that Merchant believes is contrary to the Code.

If you are unsure, please forward the customer inquiry to Payrix Pro Support to determine whether the communication constitutes a complaint.

Submit Code-Related Complaints to Worldpay for Platforms

When a Code-related complaint is identified, it must be submitted to Payrix Pro Support to manage any potential Code violations. All required information must be provided so that Worldpay for Platforms can properly investigate the matter.

After submitting the Code-related complaint to Worldpay for Platforms, you must send an acknowledgment email within 5 business days to your Merchant or sub-merchant notifying them that their complaint has been received and escalated to Payrix Pro Support.

Example Complaint Acknowledgement Template for Canada

The sample below demonstrates a properly formatted Code of Conduct complaint acknowledgment email:

Hello {Merchant Contact Name},

We are contacting you to let you know that we have received your complaint made on {Date The Complaint Was Submitted} regarding our billing integration services. Upon our initial review of your issue/complaint, we have determined that it pertains to our billing integration partner Worldpay for Platforms and qualifies as a Code-related complaint as defined by the Code of Conduct for the Credit and Debit Card Industry in Canada.

We have escalated your complaint to Worldpay for Platforms for investigation and resolution. For additional information on Worldpay for Platforms’ Code complaints handling process or if you have questions regarding your complaint, please visit the Canada Compliance Guide .

Further communication regarding your complaint will come directly from Worldpay for Platforms.

Thank you for contacting us.

Worldpay for Platforms Complaint Handling for Merchants

As a Canadian Merchant, you must be provided with access to a clear dispute-resolution process for resolving complaints related to the Code of Conduct for the Credit and Debit Card Industry in Canada.

If you believe that Payrix has acted in a way that is contrary to the Code and would like to file a complaint directly with us regarding our billing integration services, please visit our online complaint intake portal and complete the form.

Information Required for Submission

Please include any information that can help us resolve your concerns to the best of our ability by including the following information:

• A summary of your concerns.

• All available details, such as the names of any individuals who are involved in or know about the issue.

• The date of the incident or on which the matter began.

• Copies of any supporting documentation.

  • Examples include agreements, statements, and correspondence.

Submission Response

Upon receipt of your complaint, Worldpay for Platforms will acknowledge receipt of your complaint within 5 business days. Following the completion of our investigation, Worldpay for Platforms will provide you with our final decision in writing within 90 days of receiving your complaint, along with the following details:

• A summary of the complaint.

• The final result of the investigation.

• Explanation of the final decision.

• Information on how to further escalate your complaint in the event of an unsatisfactory outcome.

If we cannot provide a response to you within 90 days, you will be informed of the delay, the reason for the delay, and the expected response time.

If your complaint has not been resolved after following the above process, you have the right to refer your complaint to the following:

Code-Related Complaints

Amendments made in April 2015 to the Code of Conduct for the Credit and Debit Card Industry​, Element 13, now state that payment card network rules require Merchants to have access to a clear dispute resolution process.

This provides relevant information for an investigation and a timely response to Code-related complaints.

As a Payrix Pro Partner serving Canadian Merchants, you will be the first point of contact for your Merchants and sub-Merchants. Worldpay for Platforms will conduct an investigation, perform remediation if there is an error, and notify the Merchant or sub-Merchant of our investigation response within the required 90 days' time frame since receipt of a complaint. You can escalate Code-related complaints to Worldpay for Platforms through Payrix Pro Support.

The table below provides a quick summary of each Complaint Element Codes:

^{* Required. Worldpay for Platforms will work with you to resolve this type of complaint.}

Additional Resources

See the following supporting documentation: