All you need to know about payments by card

Summary
How it works in your system
What is a card descriptor and how does it work?
What is a dedicated descriptor?
What are the possible statuses of a transaction?
My customer says he has been debited but the transaction is not showing as successful in the dashboard
What are the main card error codes?
What is a pre-authorised card transaction?
How do I refund a card transaction?
How do I identify a card refund in my dashboard?
If you have doubts about a transaction

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How it works in your system

Here are the main steps of our card payment service:

  • Once the basket is confirmed, your customer has to click on the payment button on your website/app
  • This action creates a Pending card transaction in your dashboard (Type = Incoming/Method = Card/Status = Pending)
  • This action also opens the payment page of one of our PSPs,where your customer enters his card details (card acceptance network, card number, expiry date, CVV code) and makes the payment
  • The transaction created originally is then updated with the card information (first 4 & last 2 digits of the card, country of issue, etc.), the transaction status is changed, and Lemonway takes its fees.For more information, please see the section on Reading and understanding fees in our article All you need to know about transactions between payment accounts.

What is a card descriptor and how does it work?

Please consult our Glossary for a detailed definition.

What is a dedicated descriptor?

Depending on the volume of your card payments, you may find it very useful, or even essential, to get a personalised/dedicated descriptor (any 12-character code you choose), in order to make the customer journey smoother, make it easier to identify transactions, and thus reduce the number of card chargebacks
If you would like to benefit from the personalised descriptor option, please contact us.

What are the possible statuses of a transaction?

To find out which version of the dashboard you are using, please read the article How do I know which version of the dashboard I am using?

Successful Status

The Successful/Completed status indicates the successful completion of the transaction, and the crediting of the transaction amount to the target payment account, thus increasing the account balance.
The transaction is marked as Successful in your dashboard

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Pending Status

The  Pending status indicates that the transaction has not been credited to the target payment account, but that it could still potentially change to a Success or Failure status. If your customer is debited despite the Pending status, please read the My customer says he has been debited but the transaction is not showing as successful in the dashboard section of this article. We advised you to activate the notification type number 40 which tracks this type of incidents.

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Cancelled Status

The Cancelled status is a final status which highlights that the transaction has not been credited to the target payment account. There are different reasons explaining this status : the client did not finalize the transaction (browser closing, non-registration of the 3DS code and so on…) or even because the PSP indicates a timeout cancellation of the transaction.

Dashboard V2: cancelled.png

Failure Status

The Failure/Error status indicates that the relevant transaction is incomplete and failed to be credited to the target payment account.
This status indicates that the transfer has been cancelled by Lemonway (e.g., incorrect beneficiary information provided by the bank) or on your instructions (chargeable/conditional service) and will appear on your dashboard as follows:

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If your customer is debited despite the failed status, please read the My customer says he has been debited but the transaction is not showing as successful in the dashboard section of this article.

Validation Pending status

The Validation Pending status is only used for card pre-approvals. It may change to a Success status if the pre-authorised card transaction is completed, or remain in a Validation Pending status if the card transaction is not completed within the period of pre-authorisation. (see the section below What is a pre-authorised card transaction?).

My customer says he has been debited but the transaction is not showing as successful in the dashboard

In very rare cases (a bug in the bank information forwarded to Lemonway), a card transaction that has actually been debited from your customer's account may appear in your dashboard as pending or failed.
If this happens, please contact us and provide us with the information listed below:

  • URL of the relevant platform
  • Transaction ID (or transaction date and amount if not available)
  • Ideally - proof the customer has been debited (bank statement or screenshot clearly showing the debit)
  • Your instructions: change the status of the transaction to successful or refund the transaction

Once we have confirmed that the transaction is carried out, we will then be able to refund the transaction on your instructions.

What are the main card error codes?

The main error codes ( which vary depending on the PSP your platform is connected to) for card transactions are detailed in the Lemonway  API documentation.

You can find the error codes for the major PSPs on the URL link they provide:

What is a pre-authorised card transaction?

Depending on your business model (e.g. boat hire requiring a deposit, final amount of the service unknown at the time of reservation), you may find it helpful to use the card pre-authorisation facility.
This not only checks that the card is valid, but also and most importantly allows you to freeze the amount of the transaction (e.g. deposit) on the credit card for a maximum period of 6 days (144 hours) from the pre-authorisation date.
Card pre-authorisation means that your customer will have the amount of the pre-authorisation frozen - for the specified pre-reservation period - either from the credit card limit for credit cards or deducted from the balance of the bank account to which the card is linked for debit cards.
Pre-authorisation appears in your dashboard as a card transaction (MoneyIn) with a status of Pending.

You can:

  • Actually debit the card (with a guarantee of success unless the card has expired, been blocked, etc.) with all or part of the pre-authorised amount within the pre-reservation period, which will change the status of the pre-authorised transaction from Pending to Success in your dashboard and will amend the pre-reserved amount if the amount actually debited is less than the pre-reserved amount. This will cancel the block on a credit card or replace the amount of the pre-authorisation transaction with the amount actually debited from your customer's bank account (debit card); or
  • Do nothing, which will cancel the block at the end of the pre-reservation period (credit card) or cancel the debit from your customer's account (debit card).

Enabling this feature will affect the entire platform, so all your transactions will be pre-authorised by default (you can approve each transaction via the API, with no impact on you or your customer).

How do I refund a card transaction?

Lemonway allows you to refund your customers' card transactions in full or in part at any time from your dashboard.

Dashboard V1

Once you identify the transaction in the relevant payment account (use the filters provided if you need to), simply click on the yellow/orange Refund button in the payment account, enter the amount to be refunded (which cannot exceed the original transaction amount/default total amount), and then click on the Submit button.

Dashboard V2

Once you identify the transaction in the transaction in the transaction list, simply click on the transaction id and you will be taken to the details page. Then click the orange Refund button, enter the amount to be refunded (which cannot exceed the original transaction amount/default total amount), then confirm.

Once you confirm the refund transaction, the request is submitted to the PSP. On your dashboard, this step is covered by the "Pending "status". Following the management of the PSP, the status evolves to "Success", which means that the refund has been processed. The status may switch to "ERROR PSP". In this case, the refund can not take place. Such occurrences appear when the credit card is expired or has been reported stolen. 
[if the balance of the payment account which received the transaction does not cover the amount to be refunded, the system automatically performs a P2P transfer of the additional amount from your merchant payment account to the customer payment account].

How do I identify a card refund in my dashboard?

A row showing an outgoing card transaction appears to indicate that a refund has been made.

Dashboard V1

When a refund is made, a refund row appears. This green row represents an outgoing card transaction.
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The original transaction changes colour (from green to yellow) and the column Refund Amount shows the amount (may be a partial refund).
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Dashboard V2

When a refund is made, a refund row appears. This row represents an outgoing transaction identified as a card refund.
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Clicking on the refund transaction id redirects you to the details page. The initial transaction remains the same.
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NB

  1. The refund is then issued to the same card that was used for the initial payment, usually within 2 to 5 working days. The fee charged by Lemonway will not be reimbursed in the event of a refund.
  2. Important! PSPs do not allow refunds for transactions more than one year old. We suggest that you refund such transactions using a different method.
  3. The Belgian Bancontact payment system does not allow transactions to be refunded. We suggest that you refund such transactions using a different method.

If you have doubts about a transaction

If you have doubts about a transaction or transactions, please refer to the article What should I do if I am in doubt about a bank card transaction?

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