Backoffice Merchant Guide – PayXpert Support

Introduction and concepts

This introductory chapter contains information about this guide, as well as a high-level description of some important concepts we use at PayXpert about our Backoffice. Information is general in nature and more technical information is available about the Backoffice and these concepts upon re...

Getting started

Welcome to PayXpert! We created this Backoffice Merchant Guide to help you learn and become comfortable with using our Backoffice. Accessing the tool with your browser, you can track your business data, perform operations like refunds, capture subscriptions and process mail-in and call-in transac...

Receiving your merchant account

When your PayXpert merchant account is set up by our technical support team, you will receive an email with your new username and password. Simply click the Go to Backoffice link to get started. If either your username or password does not work, please email assistance@payxpert.com.Related articl...

Logging in and password

When you click the link in the email or go to central.payxpert.com, the login window appears.To log in to our Backoffice: Enter your username and password.(Optional) Select your preferred language from the drop-down language options, if desired.Click Sign in.First loginThe first time you log in, ...

Changing your password

You can change your password if desired. This can be done within the Backoffice at any time.While already logged in:Click your profile icon at the top right-hand corner and select My profile. In the Main information tab, tick the Change password checkbox. The following fields appear:Type your cur...

Forget your password?

If you have forgotten your password, just click Forgot your password on the central.payxpert.com login page, and our system will email you a password reset link. Problem solved!Please note: If you received a password reset link and did not request one, notify assistance@payxpert.com immediately!

Changing language settings

Your merchant account comes set up with your default language. However, if you need to change this setting, you can do so through your profile.Click your blue profile icon at the top right of the screen:Select the desired language from the drop-down menu.Click the white tick in the blue box to s...

Changing time zones

Your user account comes set up with your default time zone. However, if you need to change this setting, you can do so through your profile.Click your blue profile icon at the top right of the screen.Select the top option on the drop-down menu.Search for a time zone from the options.Click on the ...

Navigating and using the Backoffice

The PayXpert Backoffice offers standard navigation with many easy-to-use features and functionalities. The navigation bar is located on the left, with 7 tabs. It expands when you scroll over it, and collapses when you scroll off: Navigation bar tabsThe main tabs on the menu bar...

Using tables

All Backoffice tables have a standarised look, feel and operation. The Actions column appears in every table to the far right and includes the View entity icon, and the PDF icon for viewing and printing information in PDF form.A standard navigation bar appears at the bottom of our tables and...

Filtering and searches

The PayXpert Backoffice offers filter bars on the left side of certain pages, to help you find and view the items you desire. These filters have specific fields to suit the type of item displayed on the page.The same filters are repeated on different pages, but by default, when opening a page...

Using quick links

The PayXpert Backoffice features various types of quick links to help users navigate quickly to lists and specific items (e.g. transactions, invoices, etc.). These links take various shapes:“View all” links, which take you to the full lists:Links in the first column of lists, which take you to sp...

Exporting information

The items you see in the Backoffice can be exported in various formats, depending on what you are viewing. It is helpful, for example, to export your invoices so that you can print them.Exporting to PDFYou can export single transactions (of any type) and invoices to PDF using the View PDF action ...

Home dashboard

The first screen you see when you log into the Backoffice is the Home dashboard. It is a summary of the most relevant data concerning the service we provide you. Comprised of 3 areas, you immediately see: your sales data, what revenues we have deposited in your account, and any Support ticket...

Processing menu

The Processing tab on the Backoffice menu is a window to all of your transactions being processed by PayXpert, be they from your website, POS device, or virtual terminal, and no matter which payment method they have come through (credit card, bank transfer, Alipay etc.).There is also a page dedic...

Transactions

When talking about transactions, we must consider both the type of transaction and the operation that was performed. There are credit card transactions, for example, but also other types, like alternative payment transactions (if configured), like WeChat and Alipay transactions, and bank transfer...

Viewing a shopper's other transactions

One really powerful feature of the Backoffice that can be leveraged to track customer spending and even plan promotions is to view the other transactions that have been made by a particular shopper. This is not the same as “Related transactions” (we have seen that tab in the last section); separa...

How to capture an authorization

Authorization transactions must be settled within 7 days by your customer’s bank. If this capture does not occur, then the transaction will be cancelled by your bank. To avoid this, you can perform the capture operation yourself. You can do this in the Backoffice.To capture an authorization prema...

How to cancel a transaction

Once a transaction has been processed, you cannot cancel it. This goes for sales and captures, for example, and also rebills, which are already done, and cheque collections as well. In those cases, you would need to provide a refund if you wanted to dissolve the transaction.But for authorization ...

How to refund a transaction

We all need to refund our customers at times. This is easy to do in the Backoffice.Your customer has probably already contacted you with at least some of the details of the transaction: the amount, date and time, his or her name or the order ID. Knowing at least one of these parameters will help ...

How to blacklist a transaction

If you are suspicious of a transaction and would like to prevent that person from conducting further transactions, you can blacklist the specific details of that transaction so that it cannot happen again. More specifically, you can blacklist the person’s country, email, credit card number, and/o...

Subscriptions

The Subscriptions feature needs to be enabled by us for your Originator(s) before it can be used by you. If you do currently use subscriptions, this section will help you work with them within the Backoffice.To view your list of subscriptions, click the Processing tab and select Subscriptions:You...

Virtual terminals (MOTO)

Process a live transaction Payments by email (“Pay by link”) Capture the transaction now OR send a link The ability to process customer orders over the telephone or mail-in form is a powerful option for generating business. This can be done at the moment in the Backoffice for telephone orders ...

Risk menu

As you know, not all transactions go as planned. Customers can complain to their bank about goods and services, credit card information can be misused. We even need to be aware of friendly fraud, where legitimate transactions with customers can turn into chargebacks “just because” the customers f...

Chargebacks

Drilling down on a chargeback Quick view to transaction View chargeback Chargeback reason codes A chargeback is when your acquiring bank itself directly sends the money from a sale, capture or rebill back to your customer (who, for whatever reason, feels wrongfully billed or otherwise d...

Requests for information

Requests for information are a way for your acquiring bank to communicate with you when they are contemplating a potential chargeback of one of your transactions. This means that the consumer has already complained, and the issuing bank and card scheme are already aware. So, naturally, a char...

Reversals

The Reversals tab lists any cheques that were written to you but for some reason were not cleared or were later recalled. You will see, in the reason code, why you have not been paid the amount of the check. The most common and obvious reason is for the check to “bounce”:If you do not process che...

Representments

A representment is the overturning of a chargeback, where you are awarded the amount of the original transaction. In other words the bank considers the supporting material in your dispute as sufficient proof to do so. Chargeback fees are not overturned, however: only the chargeback amount. The di...

Frauds

Understanding fraud alerts Can you fight “friendly fraud”? One advantage of processing payments with us is built-in protection against fraud. These types of transactions are growing in number every day, increasing the financial strain on merchants.We maintain a global blacklist in order to pro...

Disputes

Chargeback disputes are NOT handled in the PayXpert Backoffice at this time. Thus, the information provided below is of a general nature and no specific Backoffice procedures are described. When it comes to disputing chargebacks, most financial institutions side with the consumer. However, charg...