Virtual Terminal User Guide For Professional Use Only Currently only available in English. A usage Professional Uniquement Disponible en Anglais uniquement pour l'instant.
PayPal Virtual Terminal User Guide © 2006 PayPal Inc. All rights reserved. PayPal and the PayPal logo are registered trademarks of PayPal Inc. Other trademarks and brands are the property of their respective owners. The information in this document belongs to PayPal Inc. It may not be used, reproduced or disclosed without the written approval of PayPal Inc. PayPal (Europe) Ltd. is authorised and regulated by the Financial Services Authority in the United Kingdom as an electronic money institution.
Contents This Document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Intended Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Notational Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Documentation Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Revision History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Chapter 4 Capturing, Voiding, and Refunding on www.paypal.com . . 29 Capturing A Single Authorization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Batch Capturing Multiple Authorizations . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Voiding an Authorization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Processing a Refund . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Chapter 5 Withdrawing Funds . . . . . . .
Preface This Document This release of Virtual Terminal User Guide, a document that describes Virtual Terminal, a PayPal-hosted online payment form that enables merchants to accept phone, fax, mail, and inperson orders for all major credit cards, replaces the version published in November, 2005. Intended Audience This document is written for U.S. merchants who have a PayPal Business account. Notational Conventions This document uses typefaces to identify the characteristics of text.
Preface Documentation Problems Documentation Problems If you discover any errors in or have any problems with this documentation, please email us by following the instructions below. Describe the error or problem as completely as possible and give us the document title, the date of the document (located at the foot of every page), and the page number or page range. To contact Customer Service about documentation problems: 1. Go to https://www.paypal.com/. 2. Click Help in the upper left corner of the page.
1 Applying For Virtual Terminal PayPal’s Virtual Terminal provides your business with the same functionality as a stand-alone credit card-processing terminal. With a computer and an internet connection, you can use Virtual Terminal to accept phone, fax, mail, and in-person orders for all major credit cards. You can use Virtual Terminal on any computer with an internet connection and a web browser. For best performance, use Internet Explorer 6.0, Netscape Navigator 7.0, or FireFox 1.0.
Applying For Virtual Terminal Applying for a Business Account 2. Select the Business radio button. 3. Click Continue. 4. Enter your business information, and then click Continue. 5. Check your email inbox for PayPal’s confirmation email. 6. Click the link to activate your account. 7. Enter your password and click Confirm. 8. To add a bank account to your PayPal account, click Continue and follow the on-screen instructions. Otherwise, click Skip. 9.
Applying For Virtual Terminal Upgrading to a Business Account Upgrading to a Business Account If you do not have a Business account, you need to upgrade your account before applying to Virtual Terminal. To upgrade to a Business account: 1. Log in to your PayPal account at https://www.paypal.com. 2. Click the My Account tab. 3. Click the Upgrade Account link in the Enhance Account box. 4. On the Upgrade Your Account page, click Upgrade Now. 5.
Applying For Virtual Terminal Discontinuing Virtual Terminal Discontinuing Virtual Terminal To disable Virtual Terminal, you must cancel your Merchant Services Billing Agreement. If you cancel your Billing Agreement, your access to the Direct Payment API and Risk Controls are also disabled. To cancel your Merchant Services Billing Agreement and disable Virtual Terminal: 1. Log in to your PayPal account at https://www.paypal.com. 2. Click the My Account tab, and then click the Profile subtab. 3.
2 Setting Up Virtual Terminal Depending on how you plan to use Virtual Terminal, you may want to make a few changes before you begin processing payments. Confirming Contact Information Before you start using Virtual Terminal, verify that your business contact information is correct and complete. Correct information in your Profile ensures that customers can contact you about their purchases and that PayPal can contact you if necessary. To verify your business information: 1.
Setting Up Virtual Terminal Adding an Extended Credit Card Name z Your Customer Service email address. It is included in email from PayPal to your customers. z Your Customer Service phone number. It is printed on customers’ credit card statements. 6. Click Save. Adding an Extended Credit Card Name The extended credit card name is the business name that appears on your customers’ credit card statements along with the amount of the Virtual Terminal transaction.
Setting Up Virtual Terminal Enabling the Optional Buyer Email Receipt 4. Enter your business name, as you want it to appear on your customers’ credit card statements, in the Extended Credit Card Statement Name text field. N O T E : The first credit card statement name shown above (FANCY SHOES) is the business name that appears on customers’ credit card statements for PayPal transactions in which the customers pays online, either on eBay or on your own site.
Setting Up Virtual Terminal Granting Secondary Access to Virtual Terminal 4. In the Buyer Notifications section, select I process a successful Virtual Terminal transaction, and then click Save. Granting Secondary Access to Virtual Terminal By default, Virtual Terminal is set up to process transactions initiated by a single user.
Setting Up Virtual Terminal Revoking Access to Virtual Terminal 3. In the Account Information column, click the Multi-User Access link. 4. On the Multi-User Access - Current Users page, select an administrative email address. If your PayPal account only has one email address, click the Add an Email Address link to add an administrative email address. N O T E : If you add a new email address, you need to confirm it before selecting it. 5. After selecting an administrative email address, click Continue.
Setting Up Virtual Terminal Revoking Access to Virtual Terminal To revoke access to Virtual Terminal: 1. Log in to your PayPal account at https://www.paypal.com. 2. Click the Profile tab. 3. In the Account Information column, click the Multi-User Access link. 4. Select the user whose access you wish to revoke, and then click Edit. 5. On the Change Multi-User Access page, deselect Virtual Terminal, and then click Save. The selected user’s access to Virtual Terminal is revoked.
3 Using Virtual Terminal Accessing Virtual Terminal After you’ve been approved for Virtual Terminal, you can access Virtual Terminal at the following location: https://www.paypal.com/vt If Virtual Terminal has been inactive for 10 minutes, you are automatically logged out. A reminder appears after 5 minutes of inactivity. If you want to continue using Virtual Terminal, click Yes.
Using Virtual Terminal Processing a Virtual Terminal Order When you finish entering an order in Virtual Terminal, AVS matching happens behind the scenes. Virtual Terminal displays an AVS response code to you. The code tells you what part of the entered customer’s billing address was matched by AVS. For details about what the codes mean, see “Address Verification System Responses” on page 22.
Using Virtual Terminal Processing a Virtual Terminal Order z Auth is the first part of a two-step settlement solution primarily used by large merchants who require greater flexibility in obtaining payments from their buyers. The first step, authorization, sends a request to verify that the credit card has sufficient funds. If sufficient funds are available, the second step is to manually capture the funds.
Using Virtual Terminal Processing a Virtual Terminal Order 6. Enter the cardholder’s address, city, state, and ZIP code in the appropriate fields. 7. If you’ve enabled the buyer email receipt and want to send the customer an email receipt, enter the customer’s email address in the optional Email Address field. To learn more, see “Enabling the Optional Buyer Email Receipt” on page 13. 8.
Using Virtual Terminal Handling Problems Handling Problems If a transaction is unsuccessful, PayPal displays an error message, which can include an AVS response code and a reference number for PayPal Customer Service. The following is an example of a reference number: FIGURE 3.1 Example of Problem Reference Number During Order Processing Card Verification Value Responses One possible problem in processing a transaction is that the Card Verification Value fails to match.
Using Virtual Terminal Handling Problems TABLE 3.4 CVV Response Codes CVV Code Meaning Matched Details X No response Not applicable All others Error Not applicable Address Verification System Responses If you encounter an AVS error while processing a phone order, you might ask the customer if their billing address has changed recently and then process the order using their previous billing address. Some credit card companies can take up to six months to update billing addresses in their database.
Using Virtual Terminal Handling Problems TABLE 3.
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4 Capturing, Voiding, and Refunding on www.paypal.com This chapter describes how to use https://www.paypal.com to capture an authorization, how to void an authorization, and how to refund a transaction. You can do these functions by way of your transaction history. To view your transaction history: 1. Log in to your PayPal account at https://www.paypal.com. 2. Click the History subtab.
Capturing, Voiding, and Refunding on www.paypal.com Batch Capturing Multiple Authorizations 2. Click the Capture button associated with any transaction. 3. On the displayed page, click Batch Capture in the introductory paragraph. 4. On the displayed page, either use the pull-down menu to choose a defined date or date range, or enter a specific date range in the provided fields. 5.
Capturing, Voiding, and Refunding on www.paypal.com Voiding an Authorization Voiding an Authorization If you initiated an authorization, and now want to refund the customer, you need to void the authorization. Once you void an authorization, you cannot capture any funds associated with the authorization, and the funds are returned to the customer. N O T E : Voiding an authorization cancels the entire open amount.
Capturing, Voiding, and Refunding on www.paypal.com Processing a Refund To send a refund after 60 days of receiving payment: 1. Log in to your PayPal account at https://www.paypal.com. 2. Click the Send Money tab. 3. Enter the required information. 4. Click Continue. 5. Review the information on the confirmation page and click Send Money to complete your transaction.
5 Withdrawing Funds There are two methods for withdrawing the funds associated with your Virtual Terminal transactions: z Requesting an Electronic Funds Transfer z Withdrawing Funds by Check Each of these methods require that you have a bank account associated with your PayPal account. Adding a Bank Account To add a bank account: 1. Log in to your PayPal account at https://www.paypal.com. 2. Click the Add bank account link in the Activate Account box. 3.
Withdrawing Funds Requesting an Electronic Funds Transfer 4. Once you have received the two deposits, log in to your PayPal account, and then click the Confirm Bank Account link in the Activate Account box. 5. Enter the deposit amounts on the Confirm Bank Account page, and then click Submit. Once you’ve confirmed your bank account, you can access your funds by requesting an electronic funds transfer or a check.
Withdrawing Funds Withdrawing Funds by Check 5. Review the details of your transaction, and then click Submit. The funds should appear in your bank account balance in 3-4 business days. Withdrawing Funds by Check If you have a confirmed bank account associated with your PayPal account, you can withdraw funds from your PayPal account by requesting an check. N O T E : PayPal charges $1.50 per check for this service. 1. Log in to your PayPal account at https://www.paypal.com. 2. Click the Withdraw subtab.
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6 Troubleshooting Solutions to Problems Accessing Virtual Terminal Problem Possible Solution Your account is ineligible to use Virtual Terminal. Please contact customer service. This error appears if you have an international PayPal account. Virtual Terminal is currently available for U.S. PayPal account holders only. Your account must be a Business account to use Virtual Terminal. Please contact customer service. This error appears if you attempt to access Virtual Terminal with a Personal account.
Troubleshooting Solutions to Problems with Transactionsl 38 Problem Possible Solution Unable to process transaction because the billing address and the Card Verification Number did not match. Verify the information you entered or try another card. This error appears when the address in the Billing Information section of the order entry form does not match the Card Verification Number (CVN) on file with the credit card issuer. Check each of these fields, and then try processing the transaction again.
Troubleshooting Solutions to Problems with Transactionsl Problem Possible Solution The transaction was refused. Try another card. This error appears when a credit card is refused. Credit cards are refused for a variety of reasons. If possible, ask the customer if he’d like to pay with different card. Transaction failed. Please try again. There are a variety of possible causes for this error. If possible, ask the customer if he’d like to pay with different card.
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A Direct Payment API Error Codes, Short Message, and Long Messages Direct Payment API Errors TABLE A.1 Direct Payment API Errors Error Code Short Message 10500 Long Message Corrective Action Invalid Configuration This transaction cannot be processed due to an invalid merchant configuration. Occurs when you have not agreed to the billing agreement 10501 Invalid Configuration This transaction cannot be processed due to an invalid merchant configuration.
Direct Payment API Error Codes, Short Message, and Long Messages Direct Payment API Errors TABLE A.1 Direct Payment API Errors 42 Error Code Short Message 10512 Long Message Corrective Action Invalid Data This transaction cannot be processed. Please enter a first name. The first name of the buyer is required for this merchant 10513 Invalid Data This transaction cannot be processed. Please enter a last name.
Direct Payment API Error Codes, Short Message, and Long Messages Direct Payment API Errors TABLE A.1 Direct Payment API Errors Error Code Short Message 10538 Long Message Corrective Action Filter Decline This transaction cannot be processed. The transaction was declined by the maximum amount filter managed by the merchant. To accept this transaction, change your risk settings on PayPal. 10539 Filter Decline This transaction cannot be processed. The transaction was declined by PayPal.
Direct Payment API Error Codes, Short Message, and Long Messages Direct Payment API Errors TABLE A.1 Direct Payment API Errors 44 Error Code Short Message Long Message Corrective Action 10553 Gateway Decline This transaction cannot be processed. The merchant attempted a transaction where the amount exceeded the upper limit for that merchant 10554 Filter Decline This transaction cannot be processed. The transaction was declined because of a merchant risk filter for AVS.
Direct Payment API Error Codes, Short Message, and Long Messages Direct Payment API Errors TABLE A.1 Direct Payment API Errors Error Code Short Message 10709 Long Message Corrective Action Invalid Data There's an error with this transaction. Please enter an address1 in the billing address. There was a problem with a particular field in the address. The long error message will tell you what field is invalid 10709 Invalid Data There's an error with this transaction.
Direct Payment API Error Codes, Short Message, and Long Messages Direct Payment API Errors TABLE A.1 Direct Payment API Errors 46 Error Code Short Message 10718 Long Message Corrective Action Invalid Data There's an error with this transaction. Please enter a valid city and state in the billing address. There was a problem with a particular field in the address. The long error message will tell you what field is invalid 10719 Invalid Data There's an error with this transaction.
Direct Payment API Error Codes, Short Message, and Long Messages Direct Payment API Errors TABLE A.1 Direct Payment API Errors Error Code Short Message 10728 Long Message Corrective Action Invalid Data There's an error with this transaction. Please enter a city in the shipping address. There was a problem with a particular field in the address. The long error message will tell you what field is invalid 10728 Invalid Data There's an error with this transaction.
Direct Payment API Error Codes, Short Message, and Long Messages Direct Payment API Errors TABLE A.1 Direct Payment API Errors 48 Error Code Short Message 10744 Long Message Corrective Action Invalid Data This transaction cannot be processed. Please enter a valid country code in the billing address. There was a problem with a particular field in the address. The long error message will tell you what field is invalid 10745 Invalid Data This transaction cannot be processed.
Direct Payment API Error Codes, Short Message, and Long Messages Direct Payment API Errors TABLE A.1 Direct Payment API Errors Error Code Short Message 10759 Long Message Corrective Action Gateway Decline This transaction cannot be processed. Please enter a valid credit card number and type. The transaction was declined by PayPal. Contact PayPal for more information 10760 Invalid Configuration This transaction cannot be processed.
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