Answers to many of our FAQs are provided here below, but please don’t hesitate to contact us if you have any further questions.

How do I contact Client Services?

If you are an existing customer, you can contact our Client Services team free on 0808 1688 509 or alternatively email client.services@interactivets.com, from Monday 08:00 – Friday 17:30. New customers, please contact our Sales team on freephone 0808 1688 507 or email sales@interactivets.com, from Monday 09:00 – Thursday 17:30 and Friday 09:00 – 16:00.

How long does it take to get an ITS solution set-up so I can start processing payments?

Our standalone solutions are typically delivered within two to five working days from receipt of payment. Due to the nature of our integrated solutions, the standard delivery is six to twelve weeks depending on your in-house IT skills. You must ensure that you are set up with a merchant account (MID) at an acquiring bank before placing an order. ITS is unable to provide a payment solution unless you have a valid merchant account. We are accredited with all the major UK acquiring banks: • Streamline Merchant Services (including Royal Bank of Scotland and Natwest) • Barclaycard Payment Acceptance • Bank of Scotland • Lloyds TSB Cardnet • HSBC • American Express From receipt of a purchase order, we will seek clearance from your acquiring bank on the supplied merchant ID.

I've forgotten my password?

You can reset your password by following the “Forgotten My Password” link on the log-in page. Fill in your username, email address and submit. You will receive an email with your temporary password for you to connect and reset your log-in details.

I cannot see any Sales/Refunds on Transaction Manager?

Please verify if the selected Transaction Type in the dropdown menu is correct, i.e. MSALE or MREF etc. Alternatively, if you leave the Transaction Type set to Select (Default Settings), you will see all your transactions.

How do I process a Refund (Reimbursement on a previous Sale)?

When selecting a New VT Transaction, on the first screen just under where you add the Card Number, you will see Sale and Refund. The system automatically defaults to Sale, so you need to change that to Refund.
If you click on Refund, you may be prompted for a Refund Password. If you cannot remember this, please contact us on 0808 1688 509. You will be asked for your Username and your Merchant number. Please ensure you have your Merchant ID (MID) as we will be unable to provide your password without it.

What do I do if a transaction has been declined?

Unfortunately, we at ITS, do not see the reason for the decline. We advise you to contact your customer (cardholder) so they can obtain the reason for the decline from their bank, or for you to obtain another card number or an alternative means of payment.

How long does it take for funds to reach my bank account?

Settlement normally takes approximately four working days from submission to the banking authority but may vary for certain retail solutions.

The system is telling me to call the Authorisation Centre to retrieve an Auth Code – What do I do?

All the Acquiring banks do random checks on the system and you will need to contact them with your Merchant Id (MID) and they will provide you with an authorisation code to enter into the box that appears on your screen. The contact numbers for the Acquiring Banks are: AIB - 0345 6005 204 American Express - 0208 5511 111 Bank of Scotland - 0844 2579 400 Barclaycard - 0844 8222 000 Firstdata - 01268 278 278 Globalpay (Credit/Debit Cards) - 0845 7700 600 Globalpay (Purchasing Cards) - 0845 6090 911 Ulster Bank (ROI) - 001 800 700 300 Ulster Bank (UK/NI) - 0289 0898 01 (Option 4) Worldpay - 0345 7616 263 If you are unsure who your Acquiring Bank is, please contact us either by email client.services@interactivets.com or by telephone 0808 1688 509 and we will be able to advise.

How do I add more Card Aliases?

Our Card Alias solution provides a secure way to store cardholder’s card details on our system to assist with the PCI compliance regulations. If you have the Card Alias solution and would like to add more to your account, simply contact our Business Development team on sales@interactivets.com for more information about fees and set up.

What card types can be processed through ITS? And how do I go about adding an additional scheme/card type?

All our products have the ability to process Visa, Mastercard & Amex schemes (both Retail & Purchasing Card). Please contact our Client Services on client.service@interactivets.com for more information.

What is a Purchasing Card?

A Purchasing Card (sometimes referred to as a P-Card, Procurement Card or Corporate Purchasing Card) is a type of business credit or charge card that allow organisations to pay for their business-to-business purchases electronically.

An ordinary credit card statement contains only very simple information. This level of detail may not be enough for business purchases and so invoices are typically also required when a standard business credit card is used. Purchasing Card statements, however, contain the line-item/invoice detail (known as Level 3 payment data) that would typically be included on an invoice (including description of goods, quantity, unit cost etc). This enables businesses to make greater use of the card statement and do away with the need to receive separate invoices.

Using Purchasing Cards offers businesses a way of significantly reducing the administrative cost of purchasing goods and services.

Merchants that accept purchasing cards as payment may not be required to issue VAT invoices to their customers. Instead, the invoicing is carried out by the customer’s card company, or bank, on the suppliers’ behalf, using transaction information (including the Level 3 Payment Data) which has been transmitted through the purchasing card system.

In the UK (and some other markets in Europe), the cards are designed to be fully compatible with VAT accounting requirements. HMRC publishes guidance on their website regarding how to account for VAT if you accept Purchasing Cards.


What is Level 3 Payment Data?

Level 3 payment data (sometimes referred to as Line Item Detail or Addendum Data) is full Invoice data that flows with a Level 3 Purchasing Card payment.

Whereas a Level 1 transactions only contain basic transaction data (i.e. transaction amount and Merchant details), and Level 2 transaction only provide Summary VAT, a Level 3 transaction allows Merchants to flow full Invoice detail including individual line detail such as Product Description and VAT Rate which will be accessible by the buyer/card holder through their statement, and/or reporting tools provided by their card issuer, as an HMRC approved Invoice.

How do I capture Level 3 Line Item Detail?

Level 3 Line Item Detail is simply invoice data that you will have in your ERP/order processing system.

To be able to capture and process a Level 3 transaction you will need the ability to extract the Invoice details that would already exist in your ERP or back-office system.

For simple solutions such as Virtual Terminal this could be a manual process of copying details across. For more integrated solutions this typically involves the submission of a CSV or XML file which includes this additional Level 3 data.

Level 3 vs Level 1 payments?

There are 3 types of payment data;

Level 1: which includes basic transaction details such as total value and merchant name.

Level 2: which includes basic transaction data + Summary VAT.

Level 3: which includes basic transaction data + full Invoice Line Item Detail and in many cases can replace a conventional paper invoice.

How to accept card payments remotely?

Card payments do not always require a physical card terminal or PDQ.

The simplest way to start accepting card payments remotely is with a Virtual Terminal. This is a simple online tool that is accessed via a secure portal, using any browser.

For more integrated payment solutions for accepting payments remotely, see our range of ITS Connect products or contact us to discuss your requirements.

How to accept card payments online?

To accept card payments online, you need an eCommerce PayPage that your site calls during the checkout process.

The PayPage allows your customer to enter their own card details and will also prompt for any additional validation checks such as Visa Secure, Mastercard SecureCode or Amex Safekey.

The result of a transaction is then passed back to your site to allow you complete your order process i.e to redirect your customer to an ‘order completed’ page.

The ITS PayPage also allows for Purchasing Cards to be accepted online with Level 3 Line Item Detail being submitted separately in an XML ‘Settlement Request’.

The ITS PayPage also offers a number of other functions, including split Authorisation and Settlement to allow you to control when payment is taken, and secure storage of card details should you need these retained for subsequent transaction.

How to process payments in bulk?

Some business processes require the ability to run a batch of payments in bulk perhaps at the end of the day, week or month, rather than processing separate transactions in real-time.

ITS Batch Payments allows merchants to upload CSV or XML extracts containing all transactions to be processed in bulk. Results for all transactions are then available either in a response file passed back or in the ITS Portal.

Batch Payments can also be used alongside our Card Alias function allowing the secure storage of card details directly into the ITS system meaning that your Batch Payment files do not need to contain card details, helping to reduce your PCI compliance scope.

Can I store customer card details?

A Merchant may wish to store card details for subsequent transactions.

Every business that accepts card payments is required to meet certain data security standards, the Payment Card Industry Data Security Standard (PCI DSS), in order to protect the card data of customers and to reduce the risk of a data security breach. By complying with these data security standards, you help protect your business and your customers.

Conformance to the PCI Standard ensures that merchants meet minimum levels of security when storing, processing and transmitting cardholder data.

To help reduce your PCI scope, card details can be stored in the ITS PCI DSS certified secure environment and assigned with a Card Alias Name for use with future transaction against that card.

What is PCI DSS?

PCI DSS is the Payment Card Industry Data Security Standard and is a set of standards in place to ensure the correct and secure handling of card details.

Any Merchant, Financial Institute or Entity who stores, processed, or transmits cardholder data should comply with the appropriate certification.

The accreditation required to be PCI DSS certified depends on a number of factors, such as the services you provide, the reasons for handling cardholder details and the volume of transactions you process in a year.

You can find more information and guidance on the PCI DSS Website, but you should always consult a Qualified Security Assessor (QSA) if in any doubt around your conformance to the PCI Standard.

What is B2G?

B2G stands for business-to-government and much like B2B (business-to-business) describes the relationship between buyer and supplier, with the buyer in B2G being Government or Local Authority and the supplier being the business that provides goods or services.

In many B2G arrangements, there is a requirement from the buyer for the supplier to accept payment via Purchasing Card.

Find out how you can start accepting Purchasing Cards HERE.

Can I accept Amex as well as Visa and Mastercard?

All ITS payment solutions have the ability to process Amex, Visa and Mastercard transactions. Contact Us to find out how to start accepting all card schemes in your business.

How quickly can I start accepting card payments?

Solutions such as Virtual Terminal can be set-up in 2-3 working days once you have a Merchant ID (MID). Other more integrated payment solutions require testing and additional set-up so require longer to implement.

What is a Merchant ID (MID)?

A Merchant ID (MID) is the unique number provided to you by your Acquirer to identify you as a Merchant and is a fundamental part of being able to accept card payments.

Your MID is then set-up against your payment solution in the ITS systems which gives you the front-end functionality to accept card payments. The ITS system then knows how to process transactions to your nominated Acquirer with your MID to identify your account.

What is an Acquirer?

An Acquirer (sometimes referred to as the Merchant Bank or Acquiring Bank) is a financial institution who facilitate the movement of money in a card transaction. It is the Acquirer who provided your Merchant ID (MID) for use with your payment solution.

What Acquirers can I use (with ITS)?

ITS work with all major Acquirers in the UK and France, many of which offer ability to accept a wide range of currencies;

UK: AIB, Amex, Barclays, FirstData, Global Payments, Lloyds (CardNet), RBS, WorldPay

France: Amex, BNP Paribas, Caisse D’Epargne, Crédit Mutuel

What is a Virtual Card?

A Virtual Card is a card but without the physical plastic card. It still has a Card Number, Expiry Date and Security Code, but these are often issued as a temporary card or an ‘embedded card’ as a card that is provided by the buyer to a single supplier on which that supplier can process all card payments.

Corporate Card vs Purchasing Card?

A corporate card is a broader description of a business card and can be a Credit, Debit or Purchasing Card. For a definition of a Purchasing Card please see 'What is a Purchasing Card' above.

What does my Transaction Status mean?

This is the status of the transaction. Please note that depending on which of our products you are using, you may not see all of the below statuses:
Awaiting Settlement – This means the transaction authorised and is awaiting settlement
Referred – The bank is unable to provide an authorisation code for the transaction, the merchant must contact their acquiring bank for an authorisation code
Declined – The transaction has been declined by the bank and not been authorised
Matchhold – The transaction is set to a status of 'Matchhold' and is awaiting Level 3 data to be settled
Settled – The transaction has been settled and is now awaiting submission to the bank
Submitted to Acquirer – The transaction has been submitted to the bank for processing
Cancelled – The transaction has been cancelled and will not be submitted to the bank
Settlement Failed – The transaction has failed settlement
On Hold – The transaction has been put on hold
Reversed – The transaction has been reversed. This can happen when you do not accept the authorisation. Please note: There are two parts to the transaction, the Authorisation and the Settlement. The Authorisation, where the transaction is approved or declined by the card issuer or an acquirer - Typically to ensure funds are available. And the Settlement, where the transaction is 'completed' and will therefore be submitted to the bank. This will in turn action the exchange of funds.

What is 3D Secure?

3D Secure provides extra fraud protection, requiring cardholders to complete an additional verification step with the card issuer, when using an ecommerce solution.

What is SCA?

SCA or Strong Customer Authentication implements a stronger form of authentication which consists of more than just a static password. An example of an SCA authentication could be a One Time Passcode being sent to a user’s device for them use as authentication for their online purchase.

Does 3D Secure come at an extra cost?

No. When utilising the ITS eCommerce PayPage solution, 3D Secure will also be included at no extra charge.

What is the difference between 3D Secure Version 1 and Version 2?

Whilst both versions will provide extra fraud prevention, 3D Secure Version 2 is an enhanced version which will take additional card holder data into account when deciding what level of authentication should be used and if Strong Customer Authentication is needed?