Frequently Asked Questions: General What payment types and card entry methods does PAYD accept? PAYD allows you to give customers the power to pay their way. You can accept swipe/keyed transactions from all major card brands including: You can also track cash transactions on the PAYD App screen. Where can I find my reporting? When you sign up for PAYD, you will automatically get access to Moneris PAYD® Administration - the back office portal for PAYD sales reporting and more. As a Moneris® merchant, you will also be eligible to sign up for Merchant Direct® to view detailed transaction reporting and the fees you are paying. PAYD Administration (my.getpayd.com) can be used to: View reports of daily sales totals and audit logs View transaction details, email transaction receipts, and manage store settings Merchant Direct (moneris.com/mymerchantdirect) provides a variety of reporting options after your batch has closed and transactions have settled. These reports include, but are not limited, to: Monthly transaction reports Daily transaction reports Batch reports Chargeback reports Fees and deposits Additionally, if you have a question that contains sensitive information related to your business (such as transaction or financial inquiries), you can send us a secure message via Merchant Direct’s Message Centre. To enroll in Merchant Direct as a new user, simply visit moneris.com/online and use your Merchant ID provided in your “Useful Information” email from Moneris. How do I update the bank account used for depositing my funds? To update your bank account, log into the Merchant Direct Message Centre and contact our support team. Simply request a bank change and our team will provide you with further instructions. How do I store my employee ID (username) and store ID for faster login? To help speed up your login process, you can store your login credentials within the PAYD App. To do so, please follow these steps: Sign into the PAYD App. Tap to return to the main menu, and then tap Settings. Tap Login Credentials. Enter your PAYD employee ID (username) and store ID in the fields. Tap the Save Login Credentials button. When the “Success” popup displays, tap the OK button. Please remember that once your login credentials are stored, you must keep your mobile device secure. If your mobile device is lost, please log into PAYD Administration and create a new user account while deactivating the one you have stored in your mobile application. Processing Transactions Is there a limit to how much you can process? You may process up to $5,000.00 per month in credit transaction dollar volume with PAYD. If you exceed this monthly amount, Moneris may begin withholding transaction proceeds for settlement in accordance with your merchant agreement. Once started, the Deferred Payment process will continue for 30 days. If you do not exceed the intended monthly processing credit card transaction volume of $5,000 over the next 30 days, you will begin to receive your deposits as per normal settlement timelines again. If you foresee processing over $5,000 in credit transaction dollar volume per month, please contact a Moneris Sales Representative at 1-855-423-PAYD (7293) to discuss other available solutions. What is an order ID? The order ID is used to uniquely identify every original Sale or Pre-authorization transaction. If the Order ID field is left blank during a Sale or Pre-authorization transaction (or you chose not to display the Order ID field in the PAYD App), the PAYD App will automatically assign a unique order ID that starts with the prefix "mob" (e.g., "mob12345678..."). If you want to enter your own order ID during a Sale or Pre-authorization, please ensure that the order ID is unique and that it has never been used in the past. The order ID will display in transaction receipts and reports. You can use the order ID to retrieve a successfully processed transaction (e.g., if you want to process a subsequent follow-on transaction like a Void, Refund, or Capture). Note: Every follow-on transaction (Void, Refund, and Capture) will be assigned with the same order ID as its original predecessor transaction. What is a customer ID? The Customer ID field is available if you want to enter an identifier such as a customer number, a membership number, an invoice number, etc. Unlike the order ID, the customer ID is not mandatory nor does it need to be unique. The customer ID field is enabled from within the PAYD App. The customer ID will be displayed in transaction receipts and reports. You can use the customer ID to retrieve a successfully processed transaction (e.g., you may need to process a follow-on transaction like a Capture, Void, or Refund). Note: If a customer ID is entered during a Sale or Pre-authorization transaction, any subsequent follow-on transaction (Void, Refund, or Capture) that is processed will likewise be assigned with the same customer ID. What is a terminal ID? A terminal ID is a unique 8-digit number satrting with"66" that identifies your ECR. What is a batch number? At the end of each day that a transaction is processed, Moneris will close the batch and prepare these processed transactions for settlement and deposit. A batch number is assigned when each batch is closed. The default starting batch number is 1, with the largest batch number ending at 999. Once 999 is reached, the next batch number will again default to 1. What is a Capture transaction? A Capture transaction is designed to refer back to a previously processed Pre-authorization transaction. The capture transaction will appear on the cardholder's statement. Once a capture transaction is processed, the transaction proceeds will be settled into the merchant’s bank account following batch close. The amount being captured may be less than, equal to or greater than, the amount (up to 25%) which was already Preauthorized. What is the difference between Voids and Refunds? A Void reverses a transaction that was processed on the same day (i.e., in an open batch). A Refund reverses a transaction that was processed on a different day (i.e., in a closed batch). For example, if you attempt to reverse a credit transaction (Sale or Capture) that was processed today (i.e., in the open batch), the PAYD App will allow you to do a Void to reverse the transaction. If you attempt to reverse a credit transaction that was processed on a different day (i.e., in a closed batch), the PAYD App will allow you to do a Refund to reverse the transaction. What can I do to avoid chargebacks? PAYD helps reduce the risk of fraud and chargebacks by enabling the acceptance of secure payment methods even when your business is on the go. Here are some tips to help reduce the risk of chargebacks: Process transactions in a face-to-face environment (card-present). Explicitly state and document your return and refund policy at the time of sale. Credit your customers' account immediately if they have returned the merchandise or are disputing the charge. Make sure your business name that appears on your customers’ billing statements is accurate and reflective of the goods or services you provide. How do I send/resend a transaction receipt? Send a transaction receipt following a transaction Submit the transaction for processing. When the PAYD App displays the "APPROVED" or "DECLINED" response screen, go to the "Receipt" area at the bottom of the response screen, and tap the email icon () or the SMS icon (), select or enter an address/phone number, and send the receipt. Resend a receipt To resend a transaction receipt, tap Reports, retrieve and open the transaction's "Details" screen. At the bottom or the "Details" screen, tap the email icon or the SMS icon, select or enter an address/phone number, and send the receipt. Hardware What devices are compatible with PAYD? PAYD is designed to be compatible with most Android devices running Android OS 5.0 to OS 7.1 and with most Apple iOS devices running iOS 8.0 or higher: iPhone 5, iPhone 5S, iPhone 5C iPhone 6, iPhone 6 Plus iPhone SE iPad (2nd generation) iPad Air, iPad Air 2 iPad mini 2, iPad mini 3, iPad mini 4 iPod Touch (5th generation and higher) iPad Pro 9.7”, iPad Pro 10.5”, iPad Pro 12.9” Login questions What happens if I forget my merchant ID, store ID, or employee ID? If you have already enrolled in Merchant Direct, please log into the Merchant Direct Message Centre and send a secure message to contact Moneris Customer Care for support. Alternatively, your Moneris Merchant ID and Store ID can be located in the “Useful Information” email. What happens if I forget my password for the PAYD App or PAYD Administration? On the PAYD App or PAYD Administration's sign-in screen, tap/click on Forgot Password?, enter your employee ID (username) and store ID, and answer the security question as prompted. Wait for the password reset link to be sent to you in an e-mail (the e-mail will be sent to the address you have configured for your PAYD user account), then click on the link, and follow the prompts to create a new password. Note: The new password will apply whenever you sign into the PAYD App or PAYD Administration. If the quick PIN is enabled, and you forget your four-digit PIN: Tap Forgot PIN? on the PAYD sign-in screen. When the PAYD full sign-in screen displays, enter your full sign-in credentials (employee ID/username, store ID, and password). If you can't remember your password, do a password reset (see above). What happens if I forget my login credentials for Merchant Direct? You may reset your Merchant Direct password through the "Forgot password" link on the Merchant Direct Login Screen. Refer to the Merchant Direct page for more information at moneris.com/mymerchantdirect. Troubleshooting For more information on performing these tasks, refer to the using your app reference guide (Using PAYD for Apple or Using PAYD for Android). You may also contact Moneris Customer Care at 1-855-423-PAYD (7293).