Ecommerce FAQs
What are your office hours?
Monday to Friday, 8:30am - 6:00pm.
Do you provide a plugin for my shopping cart?
We provide plugins for most of the world's leading shopping carts and Ecommerce platforms. We've worked closely with leading developers who are experts in each shopping cart to ensure that every Global Payments plugin is feature-rich and of the highest standard. Our plugins can be found on the respective add-on stores and marketplaces for each cart. Check out our list on Developer Portal for more information.
Do I get email notification of failed/declined transactions?
We will send the result of the transaction request back to your response page. When we hit your response script, your website can trigger an automated email to be sent to you after the transaction is completed.
I've lost or forgotten my Ecommerce Portal password. How can I reset it?
You can reset your password by clicking the "Forgot Password" link on the Ecommerce Portal login screen. https://realcontrol.realexpayments.comFor help, download instructions for resetting your password here.
What is 3D Secure?
3D Secure is a customer authentication service introduced by Visa, Mastercard and American Express. The service is individually branded as Verified by Visa, MasterCard SecureCode and Amex Safekey. It is a service designed to protect both the merchant and cardholder from fraudulent e-commerce transactions by adding an extra layer of security for online credit and debit card transactions. Consumers are prompted to enter a personal passcode after their card details have been entered.
What is the URL for Ecommerce Portal?
https://realcontrol.realexpayments.com
Where can I find Ecommerce Portal user guides?
You can access our Ecommerce Portal user guide here.
Where can I get some test card details? What do I enter for expiry date, name and CVN?
Test card details are available from our Developer Portal. You will be required to use any future expiry date, any name and any random 3-digit CVN number to process a test transaction. When testing, please ensure you use our dedicated sandbox environments. Please contact a member of Support at [email protected] for further information.
How can I get a copy of my invoices?
Please email Support at [email protected] for further assistance
Where can I find developer documentation?
All developer documentation and resources are available from our Developer Portal.
Will you send me a receipt with each transaction?
Yes. Transaction receipts are available from our reporting and reconciliation tool in our Ecommerce Portal.
Will you send our customer an email after each transaction?
We will send the result of the transaction request back to your response page. When we hit your response script, your website can trigger an automated email to be sent to the customer after the transaction is completed.
Do you transfer the money into my business account?
We send the instruction or settlement file to your merchant bank to advise them to debit the customer's card-issuing bank. Your merchant bank is then responsible for the transfer of funds.
How long does it take for funds to settle into my account?
The process of settling funds is handled by your merchant bank. Typically you can expect to receive the funds between 1-5 working days after the authorisation. For more information please contact your merchant bank.
Can I process transactions without a merchant ID?
Yes. However, we will need the merchant ID in order to instruct your merchant bank where to settle the funds
How do I take payments over the phone?
Our Virtual Terminal and Ecommerce Portal applications allow you to securely accept payments from all major credit and debit cards over the phone. With our Virtual Terminal, you can automatically check the validity of a card and instantly find a historical transaction while on the phone to a customer.
How do I process a rebate?
Rebates can be processed through our Ecommerce Portal application or via remote XML. Simply locate the original transaction in the "Transactions" section in Ecommerce Portal. Once located, click "Rebate Transaction" button at the top right hand corner of the screen. You will then be asked for your Ecommerce Portal password in order to submit the rebate.
My customer has not received their rebate yet. What can I do?
The length of time it takes for a rebate to process depends on the customer's card-issuing bank. In most cases, the customer receives their rebate within 5-10 working days. Some issuing banks may accept rebate receipts from a merchant in an attempt to expedite the settlement process.
How is your ecommerce payment gateway priced?
We generally charge a flat monthly fee for our ecommerce payment gateway, plus a per-click fee.
If you choose to add any of our value-added products or services, such as Fraud Management, Card Storage, Digital Wallets or Network Tokenization, additional charges will apply.
Your fees may vary depending on your commercial agreement and the services you use.
You can enable some services directly through your API integration, without the need for us to activate these. If you then use these services or process transactions associated with them, additional charges may apply at our standard rates, which may vary from time to time. And by using these services, you agree to the charges that are in effect at the time of processing.
What does your Card Storage service do?
Our Card Storage service integrates with our ecommerce platform and allows you to securely store card tokens for future transactions.
Key benefits include:
- Charge customers at a later date using securely stored card-on-file details
- Support recurring and subscription payments
- Deliver a faster and more seamless checkout experience
- Protect sensitive cardholder data through secured tokenization
How is the Card Storage service charged?
We charge for the Card Storage service monthly based on the number of card tokens stored in your vault. A vault is a secure storage location that holds tokenized card details so that you’re not storing sensitive card data directly within your systems.
You can actively manage your stored cards in your vault to ensure it contains only the most up-to-date and useful data. This will help to reduce your card storage costs and maintain data accuracy.
Removing unused tokens could help reduce your card storage charges.
To manage your stored cards, you can choose from two options:
- API integration – request to update and/or remove outdated or unused card tokens via the API
- Real Control – view, update and/or remove outdated or unused card tokens manually in the customers section of the portal
Is there a charge for inactive cards in my Card Storage service?
Yes. Any card stored in your vault is counted towards your card storage. This includes any stored cards that have expired, and cards that aren’t being used.