Pay In FAQs and Support
Read answers to common questions and learn how to troubleshoot problems with Pay In functions
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Payment method management
When saving a payment method with an embedded component or the API, you may get a success response that returns a method without it saving to the customer’s profile. This typically happens because the API or embedded component was configured to create a temporary token.
To fix this, configure the request or component to return permanent tokens:
-
For tokenization API requests: Set the
temporaryquery parameter tofalse. See this guide for more. -
For embedded components: In the component configuration, set
temporaryTokentofalse. See the configuration references for EmbeddedMethod UI and PayMethod UI for more.
When configuring the PayMethod UI embedded component, or saving a payment method via the API, setting temporary or temporaryToken to true creates a temporary, one-time-use token for the payment method. The token expires in 12 hours.
Payabli supports the following credit card brands:
- Visa
- Mastercard
- American Express
- Discover
- JCB
- Diners Club
If you have questions about specific card types or brands, reach out to Payabli Support.
Troubleshooting payment issues
An expired card decline can occur in two scenarios:
- The card issuer has determined the card is expired. Sometimes a card that has been reported lost or stolen is marked by the bank as expired. In this case, the customer must provide a new card number.
- When using a tokenized card number, if the original card associated with the token has expired, even if you provide a valid expiration date in the request.
If you receive this error when using a tokenized card, you need a new card number from the customer to create a new token. For more details on card response codes, see Payment Response Codes and Errors.
When an ACH payment is declined and you get the “consumer verification negative” message, it’s because either:
- The customer entered their account information incorrectly and caused an earlier ACH return. Have the customer check their account information and try again. If the issue persists, try a different payment method.
- The account number entered is flagged as a risk because of earlier ACH returns, and the transaction has been declined. In this case, the customer must use a different payment method.
The PAX terminal’s contactless payment feature requires specific card placement for successful transactions:
- Hold the card at the end of the device where the contactless logo is located (not on the face of the device).
- Keep the card steady and held in place until you hear a beep.
If the contactless payment continues to decline, we recommend completing the transaction by either inserting the chip or swiping the card instead. The PAX terminal’s contactless reader can be sensitive and may not always successfully read contactless cards even when properly positioned. This is a known hardware limitation. The PAX doesn’t support contactless payments with Diners Club cards, they must be inserted.
Refunds and transaction costs
Payabli supports pass-through fees. Because pass-through fees cover the standard processing cost for the original transaction, they aren’t returned when a merchant issues a full or partial refund to customers. If a transaction with a pass-through fee is voided before settlement, the fee is canceled too.
Letting customers know at time of transaction that the fee is non-refundable helps minimize disputes.
When you cancel a transaction by voiding it before the batch closes or refunding it, you may incur processing costs for the cancellation.
Voids
For voids, there are authorization costs for the original transaction, but there is no extra cost to make a void. Voids cancel the transaction before it’s processed, so a voided transaction doesn’t incur interchange costs.
Refunds
You can only refund a transaction after it’s been processed, so the original transaction incurs authorization costs and interchange costs. A refund is a second transaction, so there is an additional authorization cost for the refund itself. The original transaction’s costs aren’t refunded to the merchant.
If you have questions about your interchange and authorization costs, reach out to support.
ACH payment handling
A Check Truncation Entry Return (return code R11) occurs when an electronically processed check payment is returned unpaid. This can happen due to various reasons such as insufficient funds, invalid account numbers, or suspected fraudulent activity. When this occurs, the electronic image of the check couldn’t be processed successfully through the ACH network.
For more information about ACH disputes and returns, see ACH disputes.
Some banks require pre-authorization for ACH transactions. To ensure smooth processing and prevent ACH returns due to authorization issues, we recommend the following steps:
- Recommend that your customer authorize ACH transactions with their bank in advance.
- Provide the customer with the ACH ID and descriptor: 1841393599 / WFMSPROPAY to give to their bank for allowlisting.
Pre-authorization is not always required, it depends on the customer’s bank. For more information about different types of ACH returns, see the ACH Return Codes Reference.
When a payor initiates a stop payment on an ACH transaction, the funds are never collected from their account. This is reflected in Payabli’s system through the following process:
- The transaction is initially recorded in a batch (for example, ‘batch_combined’)
- When the stop payment is processed, it appears as a return in Payabli.
- The return is then reconciled through a corresponding return batch (for example, ‘batch_combined_return’)
To verify a stop payment:
- Check the transaction status for the return indication
- Review the batch reconciliation records for both the initial transaction and return entries
For more information about ACH returns and disputes, see Payment Disputes.
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