FAQs and solutions

Related to Worldline and our products

General questions

  • Can I also just rent or buy a terminal from you?

    Yes, essentially, this is possible. However, you benefit from ordering a terminal and signing an acceptance contract at the same time. If you do, you have a partner by your side that can advise you on all questions related to cashless payments. We are also able to offer you good terms for bundle solutions.

    Can I decide if I want to accept additional credit cards later on?

    Yes, of course you can, at any time. Simply contact us using the contact form.

    Can I activate additional services and features later on?

    No problem. You can add further services at any time, provided your terminal supports the feature that you would like to add. Simply contact us using the contact form.

    How do I notify you of changes, such as different bank details, change of ownership or a change of address?

    You must advise us of such changes by written letteras they are contract relevant changes. Please complete the "Change of bank details" or the "One-off order" form, sign and return it to the following email address: customer-service@de.paysquare.eu

    Where should I send the terminal at the end of the contract term?

    At the end of the contract term, return the terminal to the following address: BD-POS GmbH Hörselbergblick 1 99820 Hörselberg-Hainich Germany Please note we will not accept deliveries without the correct level of postage paid.

    How do I order terminal accessories?

    Please select the respective terminal in the document "Terminal accessory order form", choose the required item(s) and the quantity required, sign the form and send it to the following email address:bestellung@de.paysquare.eu.
    Evt. Eine englische Email Adresse: equipment-order@de.paysquare.eu

    Access to payment systems - what is the content of this directive?

    Art. 8 § 5 and 6 of the EU directive on access to payment systems states that the payment instrument (i.e. the terminal or card) must not be equipped with automated mechanisms, software or other devices that limit the purchaser's or payee's choice of payment brand or payment system when a payment instrument that offers several acceptance brands (co-branded cards, e.g. girocard and Maestro or V PAY) is used. Merchants are permitted to set an automatic pre-set preferred option, provided the payees do not prevent the payer from overriding this automatic pre-selection set by the payee in the categories of cards or respective payment instruments accepted by them. Routing regulations or measures that have the same effect on how card-based payment instruments that involve two or more differing payment brands are handled must not discriminate any of these brands, and it must be possible to use them in a non-discriminating way. After major and renowned stakeholder groups such as Germany's association of terminal manufacturers “Verband der Terminalhersteller in Deutschland e.V.”, Handelsverband HDE trade association and other associations and renowned retail chains favoured the BECN (backward explicit congestion notification) solution due to its customer friendliness and practical feasibility, it was recognised as IF-compliant by the European Cards Stakeholders Group (ECSG) on the European level, which then prompted Germany's Federal Ministry of Finance (BMF) to also approve its implementation in Germany. During the transition period, merchants have been advised to inform their customers directly at the POS with a respective text until their card terminals have been updated accordingly. See also the respective detailed explanation published by the HDE trade association (in German) . More information (in German) can be found here: „Informationen für Händler zur Anwendungsauswahl am POS“. Gut zu wissen Ablauf einer Zahlung bei Wahl des Zahlverfahrens

Accepting credit cards

  • What is an authorisation charge?

    All debit card payment transactions must be authorised by the cardholder's bank. Within the scope of the authorisation process, the bank checks that the card is valid and that the proposed transaction does not exceed the card limit, for example. The fees charged for this are called authorisation fees. The authorisation fees for electronic cash / debit card transactions via Worldline are set by the banks and paid directly to them.

    Where can I find information about the Visa and MasterCard interchange rules and rates?

    You can find information about the Visa interchange rules and rates at: http://www.visaeurope.com/about-us/interchange/fees-and-interchange and the same for MasterCard at: http://www.mastercard.com/us/company/en/whatwedo/interchange/Intra-EEA.html

    How does UnionPay card acceptance work?

    Please open the guidelines (Open PDF "Guidelines UnionPay Acceptance") to learn more about how to accept UnionPay cards.

Terminal

  • How do I know that a transaction has been successfully processed?

    If the transaction was successful, a short text such as "Payment processed" or "Authorisation successful" will be shown on the receipt. Alternatively, the feature "Sales summary" or "Sales report" gives you a printout that shows all transactions since the last POS reconciliation. Please refer to the user manual for your terminal for information on how to access this feature. All user manuals are available in our Download Center

    What does it mean when the message "Payment/Authorisation not possible" is shown after a payment?

    "Payment/Authorisation not possible"?(H4) Please check whether you have agreed the selected payment method with us. If not, we will be happy to activate it for you. Simply contact us using the contact form. (Link to contact form)

    Can I print out a second copy of a receipt?

    You can print out a second copy of a receipt via the respective feature on your terminal. The precise procedure depends on the terminal type and is described in the user manual for your terminal; you will find this in our Download Center However, you can only print out a second copy of a receipt directly after the actual transaction. You can only print out a second copy of the most recently printed receipt.

    What is a transaction and what are the charges for transactions?

    We refer to all card payments and the respective technical and administrative processes (communication from the terminal to the data processing service centre) as transactions. Completed card payment processes and technical processes that require a connection to the network provider for data exchange purposes are all transactions that attract charges. Purchases, cancellations, refunds etc., including payments that were refused are card payment transactions. POS reconciliations, network diagnoses etc. are administrative transactions. When you accept customer cards, each data transmission counts as a transaction. You will be charged for these on a monthly basis according to the terms/charges agreed in your contract.

    Why are debit card sales not credited to my account?

    The terminal POS reconciliation submits the data stored in the terminal to the data processing service centre. The payments are then submitted to the banks from there. Without a POS reconciliation, the sales will not be credited to your account. For security reasons, a POS reconciliation should be carried out on a daily basis. Credit card payments are credited to your account at a later point in time at set intervals and are not directly linked to carrying out a POS reconciliation - with the exception of contactless payments. If you reconcile your POS manually, we recommend doing so at least once a week (preferably daily), as the payment guarantee for debit card payments (payments with PIN) only covers you for seven days. Another reason might be a missing data medium exchange agreement. You have to sign such an agreement with your bank before the sales can be credited to your account.

    Why do I have to carry out a POS reconciliation?

    You have to carry out a POS reconciliation to receive the money for your debit card sales. Credit card payments are credited to your account at a later point in time at set intervals and are not directly linked to carrying out a POS reconciliation - with the exception of contactless payments.

    What are authorisation and pre-authorisation / deferrals?

    When you process a card transaction, one of these authorisation types will apply. This is important, for example in order to verify whether the cardholder's credit limit is sufficient and whether the payment card is valid. Please refer to our "Manual for accepting credit cards in the hospitality industry" to learn more about the correct way to accept credit cards (link to Download Centre_Manuals). An incorrectly processed (pre-) authorisation may sometimes lead to a guest having a lower amount of available funds on their credit card than they should have, which cannot be rectified. For you, this means you will be charged an additional charge by the international card companies. It is therefore a good idea to read this manual carefully.

Troubleshooting

  • Why is it not possible for me to accept credit card payments?

    To be able to accept credit card payments, you must first sign a Merchant Service Agreement (with a credit card issuer). The respective contract numbers (VP number) must be stored in the master data in our system. Your terminal has to dial up an online connection to be able to obtain a credit card authorisation. If you have not signed a Merchant Service Agreement yet, simply contact us using the contact form. If you have already signed such an agreement with a credit card provider, please let us know the respective contract numbers (VP numbers). Please send an email tocustomer-service@de.paysquare.eu, stating your (6-digit) terminal ID and VP number.

    The POS reconciliation is not working. What can I do?

    The POS reconciliation has failed if the terminal prints out a receipt that says "System error". In that case, the first thing you should do is unplug the terminal. Plug it in again and try to start another POS reconciliation. If your terminal still fails to perform a POS reconciliation, please check whether there is a problem with your telephone line or your internet connection. If this is the case, please contact your telephone or internet provider. If there is no problem with the telephone line and the internet connection, please contact our hotline on +49 (0)800 - 723 454 2 – we will be happy to assist you further.

    My terminal has stopped working. What can I do?

    Bitte trennen Sie das Terminal vom Strom und lassen Sie es einige Minuten lang stromlos. Stecken Sie anschließend den Stromstecker wieder ein und starten Sie das Terminal neu. Bei kabellosen Geräten ist entsprechend der Akku zu trennen. Falls Ihr Terminal immer noch nicht funktionieren sollte, prüfen Sie bitte, ob Ihre Telefon- und Ihre Internetverbindung fehlerfrei arbeiten. Falls nein, kontaktieren Sie hierzu bitte Ihren Telefon- bzw. Internetanbieter. Funktionieren sowohl die Telefon- als auch die Internetverbindung einwandfrei, melden Sie sich bitte bei unserer Hotline unter der Nummer 0800 - 723 454 2– wir helfen Ihnen gerne weiter.

    The display of the terminal remains blank. How can I fix this?

    Please ensure the terminal is plugged in and the cable is not damaged. Check whether the network cable is correctly plugged in on both sides. The external mains adapter should feel only lukewarm to the touch; overheating may cause the mains adapter to malfunction. If necessary, check the electrical socket works by plugging in another electric device. Respectively, if your terminal is a wireless terminal, check the cable connection.

    My terminal printer is not working. What can I do?

    First of all, please try to print out a second copy of the receipt. Important: You can only print out a receipt copy before a POS reconciliation! If you cannot print out a second copy of the receipt, please take the receipt roll out and reinsert it. After that, please disconnect the terminal from the power supply for a few minutes, or take out the battery. Then plug the terminal in again and restart it. After that, print out a second copy as described above.

    My terminal had to be replaced. What do I do with the old terminal?

    Important: Please make sure that you perform a POS reconciliation before your terminal is replaced. This ensures that all sales will be included in the next payment run. We supply a new terminal on a direct exchange basis only. This means that the person charged with the delivery of the new terminal also collects the old one.

    Why does my terminal battery have to be recharged so often?

    Please refer to the manual for your terminal for battery maintenance information. To ensure that the battery works as it should for as long as possible, follow the tips below:

    • Charge your POS terminal battery for at least 24 hours before you use it for the first time.
    • Do not leave the terminal permanently connected to the charger.
    • Do not recharge the battery until it is almost empty. This prevents the so-called "memory effect".
    • From time to time, use the battery until it is completely empty to allow it to regenerate itself afterwards through a longer charging period.

    I seem to be missing a credit / transaction. What can I do?

    Please fax us the respective payment receipt (+49 (0) 69 80 10 95 - 120) or mail it to us (customer-service@de.paysquare.eu). As soon as we have received the receipt, we will immediately look into the matter and let you know the results of our research as soon as possible. We can also deal with your enquiry in real-time, just call our hotline (+49 (0) 69 – 80 10 95 - 430).

eCommerce

  • What is PaySquare Online?

    PaySquare Online is a payment gateway that makes it possible to process e-commerce payment transactions in your online shop. PaySquare Online offers easy integration of payment methods, a high security standard and a professional shop image. PaySquare Online enables you to focus your own business: We ensure your customers can pay in your online shop and that the money is credited to your account soon afterwards. If you pay the fees due for accepting credit cards to Worldline, your credit card sales will be credited directly to your account.

    • PaySquare Online is the easy and fast way to accept all types of online payments, including all of the most important international debit and credit cards, as well as paperless direct debit payments via providers such as paydirekt, Klarna, SEPA direct debit or PayPal. We are also constantly increasing the number of payment methods we can offer our clients.
    • Integrating the PaySquare payment form and secure payment platform into your online page is fast and easy..
    • Using PaySquare Online's payment services ensures compliance with the PCI DSS: your customers therefore can rely on the fact all payment processes are safe and secure at all times.
    • The payment form is easy to integrate into standard shop systems such as “Magento” via shop engine payment plug-ins. Online shops which use logistics or order management solutions need an integrated back office solution.
    • PaySquare Online helps you to minimise the risk of fraud by making it possible for you to check the card holder identity, validate accounts and IP addresses and query any card irregularities.

    Why do I need PaySquare Online?

    To be able to accept payments in your online shop or your online page, you have to accept the payment methods your customers want to use. You can view all of the transactions processed or submitted by PaySquare Online on your behalf in our merchant portal. With PaySquare Online, you can currently accept all transactions made with one of the following: VISA, MasterCard, VPAY, Maestro, AMEX, SEPA paperless direct debit, paydirekt, PayPal, Klarna, Sofort, JCB, Diners Club and Discover.

    What is the merchant portal?

    One of the services offered by PaySquare Online is a merchant portal that makes it easier for you to get an overview of your transactions and to manage them. All transactions submitted to PaySquare Online are summarised in the merchant portal. You can export the list of transactions at any time as a CSV or TXT file. PaySquare Online merchants also benefit from an analysis report that shows the number of transactions broken down into total sales and transactions per day, week, month, quarter and year. Would you prefer to manage your transactions yourself as usual via your shop backend, ERP or stock management system? No problem: Please ask your IT developer or our technical support hotline about the options available to you. You can view your transactions in detail in the merchant portal and authorise refunds or cancellations whenever necessary. Every transaction, regardless of whether this is a purchase, a refund or a cancellation, is considered a transaction and as such attracts the respective charges. Please note you must use a browser with an Adobe Flash Player plug-in installed to be able to view the MOTO form in the merchant portal. The merchant portal is available to PaySquare Online customers in German, English, Spanish, French, Italian, Dutch, Portuguese, Russian and Chinese.

    Mail and telephone orders ("MOTO")

    Worldline offers merchants the option of using their own e-terminal to enter transactions via an entry form. The e-terminal can be used to enter credit card details provided by customers on the telephone, by fax or in writing. Entering transactions on the e-terminal is easy; however, the terminal also offers various other features. Once the customer and order details have been entered in the e-terminal's transaction entry form, PaySquare Online submits them to your acquirer who in turn processes the credit card transactions and credits the merchant's bank account with the respective amount. Worldline's e-terminal is capable of processing both "authorisation only" transactions as well as transactions where the customer's credit card is debited immediately. "Authorisation only" transactions can make sense if you only want to take a deposit for something, for example. An "authorisation only" transaction means that the amount due is reserved for the merchant who then triggers the actual debit at a later point in time. It takes only a few clicks to cancel a fully or partly completed transaction or to process a refund. Individual bookings can be searched for and found with the aid of numerous filters. The transaction details are shown on PaySquare Online in an easy to follow way and can be exported as a CSV file. As no programming skills are necessary to operate the terminal, you can start to use your new e-terminal as soon as you have signed the contract.

    The e-terminal is often used by the following types of business:

    • Event organisers
    • Rental agencies and hotels
    • Luxury goods retailers
    • Call centres

    What does e-commerce mean?

    E-commerce refers to all distance selling activities and payments via a website, web shop or app. It differs from the mail order business as the end customer actually executes the transaction, for example by entering credit card details into a payment form. The PCI standards for the mail order business and e-commerce transactions differ.

    How can I activate payment methods in PaySquare Online?

    To permit your customers to pay with a credit or debit card, you must be authorised to accept credit card payments. Worldline is a so-called acquirer and is therefore authorised to do so. This means that we can offer our clients the option of accepting VISA and MasterCard card payments within the scope of their agreement with PaySquare Online. Would you prefer to use another acquirer, despite the favourable terms we offer, our straight forward contract completion procedure and our excellent customer support services? No problem: Please state the details of this acquirer in your contract. You can currently use PaySquare Online with the following acquirers: Worldline, Postbank, Acceptance, B+S, Concardis and Elavon. Unfortunately, Worldline is unable to offer you its services as an acquirer for JCB, Diners Club or Discover. To set up the payment methods AMEX, paydirekt, PayPal and Klarna, you must have a valid agreement with the respective payment method provider. If your company has not yet agreed any direct contracts, Worldline will be happy to pass your contact request on to the respective payment method provider. If you are interested in the payment method SOFORT and would like to contact the provider, we will send you a registration link.

    What is important when it comes to the technical interface and PCI-DSS specifications?

    PaySquare Online's technical interface specifications are freely available at https://xx.docs.oppwa.com To avoid any involvement with the sensitive card data, we recommend that our merchants use the so-called COPYandPAY type of integration. As you cannot collect and store all of your customers' credit card data with COPYandPAY, a self-assessment will suffice for the so-called PCI-DSS certification. A PCI-DSS certification is required whenever e-commerce merchants process credit card transactions via their own website. If Worldline is your credit card acceptance acquirer, Worldline's competence centre will help you with the certification. Nevertheless, if youprefer to opt for server-to-server integration, please consult your acquirer.

    What are chargebacks and chargeback deadlines?

    A chargeback means a purchaser has reversed a payment process. The purchaser submits a respective request to their issuing bank or the provider of the payment system they used for the purchase (e.g. PayPal). Chargebacks are only possible for orders which were paid with a credit card or by direct debit. Depending on the payment method and the reason for the chargeback, chargebacks can be made up to thirteen months after the completion of a payment transaction (in the case of standing orders, for even longer). The deadline for credit card transactions depends on the type of complaint; it may even be up to 120 days after the transaction processing date. If there was no SEPA mandate, direct debits can be disputed up to thirteen months after the order process.

    How can PaySquare Online be integrated into an online shop?

    Our integration page explains in three easy steps how PaySquare Online can be integrated into websites and online shops. The examples cited can be tried out interactively. The integration page describes the integration in the following programming languages: curl, c#, groovy, java, node.js, php, python, ruby, scala and vb.net. Most shop systems permit the programming of own extensions which are then sold on as individual modules (also known as extensions or plug-ins) in the so-called marketplace of the respective shop system. Integrating such an extension is basically as easy as installing an app on your mobile phone. Extensions that connect to PaySquare Online can use either COPYandPAY or server-to-server integration. However, you should only use plug-ins from trustworthy providers that use the COPYandPAY integration type.

    What is important when it comes to these modules?

    If you intend to use PaySquare Online in the usual way, we recommend the use of modules rather than integration into your system on the basis of the interface specifications. Providers often sell modules for around 200 euros. Customised programming with the same extent of features, on the other hand, is for the most part considerably more expensive and complex. The company customweb GmbH has released a PaySquare Online module. customweb currently offers the module for the following shop systems: Magento, PrestaShop, Shopware, xt:Commerce 3,xt:Commerce 4, Gambio, modified-shop, SEO:Mercari, commerce:SEO, Wordpress Woocommerce, Wordpress JigoShop, Wordpress E-Commerce, OpenCart, OXID eSales, AceShop, MijoShop, JTL and Drupal Commerce.

    Why has a user been blocked?

    For security reasons, users are prevented from accessing the PaySquare Online merchant portal after three failed user login attempts due to a wrong password or a password that is older than six weeks.

    How is the end customer notified of a reversal/refund/re-invoice?

    The system does not inform the purchaser about any potential refunds due; it is up to the seller to do so. Established shop systems such as Magento or Shopware come with pre-defined email templates for this kind of customer communication. As a merchant, you can check the status of the respective transaction at any time in the PaySquare Online merchant portal under "Transactions".

    What does "enforced debit" mean?

    With (enforced) debit, merchants can debit the same purchaser again for another purchase without having to re-enter the card data.

    Where do I enter the authorisation number for high-value transactions?

    It is not possible to enter an authorisation number in a PaySquare Online form. The system assumes that an acquirer either accepts or declines the amount. There is no option for a special authorisation or the additional verification of high-value transactions.

    Can the e-terminal process direct debit payments?

    Yes, the e-terminal can process direct debit payments. Please remember that the account number and sort code must be entered in the MOTO payment form, rather than the IBAN and BIC. The respective entity should be used to use direct debits. The IBAN and BIC can be entered on the e-commerce payment form for direct debits: it therefore complies with SEPA.

You have a question that was not answered here?

For questions please contact us using the contact form or call us the contact form or call us.We will be happy to answer your questions and to advise you on the best-possible solution..