User Guides

User Guides

Find what your're looking for with our set of User Guides. Should you need any help, our dedicated Customer Support Team are on hand to quickly resolve your query.

Managing Transactions

How do I rebate a transaction?

If you are required to return funds to a customer for a transaction that
has previously been sent for settlement you can refund it. The rebate
uses the details from the original transactions allowing you to return
funds to a customer without having to request their card details.

Step 1refundImage1

To process a rebate you will need to locate the original transaction.
To do this you can search through the transactions section or use the
quick search functionality at the top of the screen. Once your result
has been returned click into the transaction.


Step 2

To proceed with the rebate click on "Rebate Transaction".

Step 3

You will be required to enter your login password to authorise the rebate.
The rebated transaction can be viewed in the main transaction section

How do I void a transaction?

Step 1voidImage1

To void a pending transaction, select void from the status dropdown menu of the pending transaction.


Alternatively, if you want to review the transaction details before
voiding the transaction, click on the transaction line.
If, after reviewing, you still wish to proceed with the void, simply click
"Void Transaction".

Step 2voidImage2

Additional comments may be added for reconciliation purposes.
Once you are happy to proceed click on "Settle Transaction".

The status of the transaction is now set to pending and will be sent for settlement in the next batch file.

How do I settle a delayed transaction?

If you process a transaction through delayed settlement you can
review the details before sending it for settlement.

Step 1settleImage1

To Quickly settle a delayed transaction, select settle from the status
dropdown menu of the delayed transaction.

Alternatively, if you want to review the transaction details before
settling the transaction, click on the transaction line.
To send the transaction for settlement click on "Settle Transaction".

Step 2settleImage1

Additional comments may be added for reconciliation purposes.
Once you are happy to proceed click on "Settle Transaction".

The status of the transaction is now set to pending and will be sent for settlement in the next batch file.


Customer Management

How do I add a new customer?

Step 1addcustomer1

To create a customer profile, click "Create New" and input the
customer's details.

The 'Customer Ref' is used to identify the customers profile and must
be unique. All fields marked with an asterisk are mandatory.



Step 2addCustomer2

Click on 'Create Customer' to save the customer profile.

Once the customer profile has been created, you can add the
customer's card details for the taking future payments.

How do I add a new payment method?

Step 1addpmimage1

To add a card, click on the 'Add Payment Method' Button.

Step 2addpmimage2

Once you have added the card details click 'Save Payment Method' to
update the customer's profile.
The card details are now securely stored allowing you to process a
payment against the customer by clicking 'Take Payment'.

Alternatively you can schedule a payment for a future date.

How do I take regular payments from a saved customer?

Step 1scheduleImage1

To setup a scheduled payment click on 'More' and choose
'New Schedule' from the dropdown menu.

Step 2scheduleImage2

Set up the schedule to run at the required date and frequency.

All fields marked with an asterisk are mandatory. Click 'Save' to save the schedule.

The customer profile will be updated with the schedule.




Transaction Reporting

Download User Guide

User Management

Download User Guide

Ecommerce Portal Navigation

Download User Guide

Resetting your Password

Download User Guide
FAQ

FAQs

We've compiled a list of answers to our most commonly asked questions. Is your question not listed? Drop us a line, we're always happy to help!

Frequently asked Questions

1. What are your office hours?

Monday to Friday, 8:30am - 6:15pm.

2. Will you send me a receipt with each transaction?

Yes. Transaction receipts are available from our reporting and reconciliation tool in Ecommerce Portal.

3. Will you send our customer an email after each transaction?

We will send the result of the transaction request back to your response page. When we hit your response script, your website can trigger an automated email to be sent to the customer after the transaction is completed.

4. Do you transfer the money into my business account?

We send the instruction or settlement file to your merchant bank to advise them to debit the customer's card-issuing bank. Your merchant bank is then responsible for the transfer of funds.

5. How long does it take for funds to settle into my account?

The process of settling funds is handled by your merchant bank. Typically you can expect to receive the funds between 1-5 working days after the authorisation. For more information please contact your merchant bank.

6. Can I process transactions without a merchant ID?

Yes. However, we will need the merchant ID in order to instruct your merchant bank where to settle the funds.

7. How do I take payments over the phone?

Our Virtual Terminal and Ecommerce Portal applications allow you to securely accept payments from all major credit and debit cards over the phone. With our Virtual Terminal, you can automatically check the validity of a card and instantly find a historical transaction while on the phone to a customer.

8. How do I process a rebate?

Rebates can be processed through ourEcommerce Portal application or via remote XML. Simply locate the original transaction in the "Transactions" section in Ecommerce Portal. Once located, click "Rebate Transaction" button at the top right hand corner of the screen. You will then be asked for your Ecommerce Portal password in order to submit the rebate.

9. My customer has not received their rebate yet. What can I do?

The length of time it takes for a rebate to process depends on the customer's card-issuing bank. In most cases, the customer receives their rebate within 5-10 working days. Some issuing banks may accept rebate receipts from a merchant in an attempt to expedite the settlement process.

10. Do you provide a plugin for my shopping cart?

We provide plugins for most of the world's leading shopping carts and ecommerce platforms. We've worked closely with leading developers who are experts in each shopping cart to ensure that every Global Payments plugin is feature-rich and of the highest standard. Our plugins can be found on the respective add-on stores and marketplaces for each cart. Check out our list on Developer Hub for more information.

11. Do I get email notification of failed/declined transactions?

We will send the result of the transaction request back to your response page. When we hit your response script, your website can trigger an automated email to be sent to you after the transaction is completed.

12. I've lost or forgotten my Ecommerce Portal password. How can I reset it?

You can reset your password by clicking the"Forgot Password" link on the Ecommerce Portal login screen.
https://realcontrol.realexpayments.com
For help, download instructions for resetting your password here.

13. What is 3D Secure?

3D Secure is a customer authentication service introduced by Visa, MasterCard and American Express. The service is individually branded as Verified by Visa, MasterCard SecureCode and Amex Safekey. It is a service designed to protect both the merchant and cardholder from fraudulent e-commerce transactions by adding an extra layer of security for online credit and debit card transactions. Consumers are prompted to enter a personal passcode after their card details have been entered.

14. What is the URL for Ecommerce Portal?

15. Where can I find Ecommerce Portal user guides?

You can access our Ecommerce Portal user guide here.

16. Where can I get some test card details? What do I enter for expiry date, name and CVN?

Test card details are available from our Developer Hub. You will be required to use any future expiry date, any name and any random 3-digit CVN number to process a test transaction. When testing, please ensure you use our dedicated sandbox environments. Please contact a member of Support for further information.

17. How can I get a copy of my invoices?

Please email Support for further assistance.

18. Where can I find developer documentation?

All developer documentation and resources are available from our Developer Hub.