3Delta Systems

Welcome to 3Delta Systems Help Center!

EC-Zone

Below you will find frequently asked questions to EC-Zone, Payment WorkSuite’s browser-based payment application.

Click Here if you would like to learn more about EC-Zone!

 

  1. Why haven't I received the fund for my transaction(s) yet?
  2. I processed a refund, so why doesn’t my customer see the funds returned to their card yet?
  3. Why can’t I log into my account?
  4. Why don’t I see the refund (or credit) transaction type when I log into my account?
  5. How do I reset my password?
  6. Why was my transaction declined?
  7. How long will an authorization hold funds on my customer’s card?
  8. How long can I wait to capture a transaction after authorization?
  9. Can I stop my transaction from being completed based on the AVS response?
  10. Is there a way to capture a transaction for an amount greater than the amount that was originally authorized?
  11. If a username is deleted, will the transaction history for that username still remain intact?
  12. Can my account be configured to require all Level-3 data for every transaction?
  13. Can I store a credit card for repeat use?
  14. Can I store an international address with my card data?
  15. Can I store a Card Security Code?
  16. How do I store my repeat products for use with a transaction?
  17. What is a Commodity Code?
  18. Do I have to provide a Line Item for every product listed on my Invoice? And, can I create a transaction covering multiple Invoices?
  19. Can I resubmit a transaction if it is declined?
  20. Can I create templates for frequently processed transactions?
  21. Can I add additional usernames to my account?
  22. Can I view my merchant account information stored in Payment WorkSuite?
  23. I don’t know what merchant processing platform that I’m using. Can you help me?
  24. How do I change some information on my Payment WorkSuite account?
  25. Can I select the settlement time for my account?
  26. Can I schedule a recurring payment so I don't have to manually process a transaction each month?

 

Why haven’t I received the funds for my transaction(s) yet?

Unfortunately, as the gateway provider, 3Delta Systems does not have visibility into the funding of your transactions. However, the first step is to make sure the transaction is in the status of “Processed” within your Payment WorkSuite account. You can check the transaction status by logging into your account at www.PaymentWorkSuite.com. Once logged in, navigate to the EC-Zone > Credit Card Processing > View Transactions tab to see your transaction and its current status.

If the transaction is in the status of ”Processed”, it means it has been sent to your merchant processing platform for settlement and funding. We would recommend that you contact your merchant services provider (MSP) to assist you with checking on the status of the transaction funding. If you do not know who your processing platform or MSP is or if you have a question regarding the status of your transaction in Payment WorkSuite, please send an email to PaymentWorkSuite@3DSI.com or use the link within our Help Center to create a ticket with our Customer Support Team for assistance.

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I processed a refund, so why doesn’t my customer see the funds returned to their card yet?

Unfortunately, as the gateway provider, 3Delta Systems does not have visibility into the transfer of funds by the card issuing banks. It is our understanding that refunds (and credits) can take longer to fund than purchase transactions. This means that your customer may need to wait up to 5-7 business days to see the return of funds to their card. Depending on how your customer is verifying the refund, they may need to check a different "statement". Additionally, you will want to make sure that your refund (or credit) transaction is in the status of” Processed” within your Payment WorkSuite account. You can check the transaction status by logging into your account at www.PaymentWorkSuite.com. Once logged in, navigate to the EC-Zone > Credit Card Processing > View Transactions tab to see your transaction and the current status.

If the transaction is in the status of” Processed”, it means it has been sent to your merchant processing platform for settlement and back end funding. We would recommend that you contact your merchant services provider (MSP) to assist you with checking on the return of funds. If you do not know who your processing platform or MSP is or if you have a question regarding the status of your transaction in Payment WorkSuite, please send an email to PaymentWorkSuite@3DSI.com or use the link within our Help Center to create a ticket with our Customer Support Team for assistance.

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Why can’t I log into my account?

There are several reasons that a user may not be able to access their Payment WorkSuite account:

  1. The username has become ‘dormant’ after 90 days of inactivity.
    • If you have not accessed your account with your username within the last 90 days, this is most likely the cause of your login difficulty. You can reactivate your username by contacting an internal administrative user on your Payment WorkSuite account or by using the “Can’t Access Your Account?” link on the login screen. The latter option will only work if you have your email address stored with your username and a security question activated.
  2. The Client Code, Username, Password combination is invalid.
    • If you believe you have forgotten a piece of your access credentials, we would recommend contacting an internal administrative user on your Payment WorkSuite account to confirm the Client Code and Username and (if necessary) to reset your password. You can also use the “Can’t Access Your Account?” link on the login screen. This link will only work if you have your email address stored with your username and a security question activated.
  3. The username has become temporarily locked due to failed login attempts.
    • If you have reached 5 unsuccessful login attempts, your username has most likely become temporarily ‘locked’. Your username will be reactivated automatically after a 30-minute wait to allow for an additional login attempt. Alternatively, you can contact an internal administrative user on your Payment WorkSuite account to have them unlock your username at their convenience.
    • If you are a listed managerial contact on your Payment WorkSuite account and require access assistance, please contact our Customer Support Team either via phone (703-234-6030), email (PaymentWorkSuite@3DSI.com) or the link within our Help Center to create a ticket request.

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Why don’t I see the refund (or credit) transaction type when I log into my account?

Refund and Credit transaction capabilities are permission driven. If you do not see the option for Refund or Credit, you most likely don’t have the necessary permission assigned to your username. To add the appropriate permission to be able to run a Refund and Credit transaction, please contact an internal administrative user on your Payment WorkSuite account.

If you are an administrative user, you can add the necessary permission to be able to run a Refund or Credit transaction to an individual username under the Administration > Users section; alternatively, you can add the necessary permission to the appropriate User Group under the Administration > User Groups section. The permission you need to activate is the Terminal Permission – “Process Credit Transaction” selection.

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How do I reset my password?

You can have your password reset by contacting an internal administrative user on your Payment WorkSuite account. You can also use the “Can’t Access Your Account?” link on the login screen. This link will only work if you have your email address stored with your username and a security question activated.

If you are a listed managerial contact on your Payment WorkSuite account and require access assistance, please contact our Customer Support Team either via phone (703-234-6030), email (PaymentWorkSuite@3DSI.com) or the link within our Help Center to create a ticket request.

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Why was my transaction declined?

Any detail provided to us by the processing platform about why a transaction is declined will display in the Transaction Results dialog box immediately after the transaction is submitted. If a generic message of “The transaction was declined.” is displayed to you, it means that 3Delta Systems did not receive any details about what caused the decline. We recommend researching the exact reason for the decline with your customer, who ultimately may need to provide a new card for payment.

If you would like to research the decline with your merchant service provider (MSP), you can click on the “View Detail” button on the Transaction Results dialog box to view the “Response Code” and “Response Text” fields for the transaction. These values are passed back to us directly from your merchant processing platform and may assist with any research efforts. All transaction detail is stored and available to you for one rolling year from the transaction creation date under the EC-Zone > View Transactions section, and up to seven years through the Reports > Transaction Summary Report option.

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How long will an authorization hold funds on my customer’s card?

An authorization can hold funds on a customer’s card for up to 10 business days (or longer). However, it is common practice that most card issuers will release any unused authorized funds after 3 business days from the authorization date. Additionally, authorizations may be honored up to 30 days after the authorization date depending upon the situation; however, there are generally negative consequences when you use ‘stale’ authorizations. We recommend that you contact your merchant services provider (MSP) for additional information. 

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How long can I wait to capture a transaction after authorization?

If your business necessitates that you separate the authorization and capture processes, we recommend that you capture your authorized transaction within 2-3 business days after the authorization date to prevent transaction downgrades. However, we also recommend that you discuss your specific account situation with your merchant services provider (MSP) as they have more insight into your interchange assessments and qualification potential.

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Can I stop my transaction from being completed based on the AVS response?

If you don’t feel comfortable or safe with your customer, you can choose to void (stop) a successfully authorized transaction from being completed based on the address verification service (AVS) response data that is returned. Voiding a transaction within Payment WorkSuite will trigger a request to your merchant processing platform to attempt the release of any funds held by the authorization.

Below are two options for how to void a successfully authorized transaction:

  1. If you have the “Transaction Incomplete” dialog box open (this is displayed immediately after submitting a transaction and the AVS response indicates a mismatch), you can select the “Void” button at the bottom of the box.
  2. If you wish to void a transaction after closing the “Transaction Incomplete” dialog box, navigate to the EC-Zone > Credit Card Processing > View Transactions tab. Locate the transaction you wish to void, hover over the Actions Radial button next to the appropriate transaction and select the “Void” option. You will be asked to confirm the void request; you may do so by selecting the “OK” button.

Please note that the capability to void is based on user permissions and the current status of the transaction.

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Is there a way to capture a transaction for an amount greater than the amount that was originally authorized?

By default, our applications are configured to prevent transactions from being captured for an amount greater than was originally authorized; this is to try to protect you from transaction downgrades. If your business necessitates the ability to capture a transaction for more than the authorized amount, please have a listed managerial contact on your Payment WorkSuite account contact our Customer Support Team via an email to PaymentWorkSuite@3DSI.com or create a request ticket using the link within our Help Center.

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If a username is deleted, will the transaction history for that username still remain intact?

All Payment WorkSuite transactions processed by a specific username will remain under the account even if the username is deleted. The deleted username will continue to be stored and displayed with the transaction record as well. (Please note that all transaction detail is stored and available for one rolling year from the transaction creation date under the EC-Zone > View Transactions tab and for up to seven years in the Reports section.)

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Can my account be configured to require all Level-3 data for every transaction?

If you are interested in configuring your account so that users must provide Level-3 data for all transactions, please have a listed managerial contact on your Payment WorkSuite account contact our Customer Support Team either via phone (703-234-6030), email to PaymentWorkSuite@3DSI.com or create a request ticket using the link within our Help Center for more information.

Please note that we cannot guarantee interchange qualification and that not all transactions or card programs can achieve Level-3.  Always check with your merchant services provider (MSP) with questions regarding interchange qualification.

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Can I store a credit card for repeat use?

There are two ways to store a credit card within Payment WorkSuite:

  1. Customer Accounts > Stored Credit Cards – All stored cards are housed in this section. The functionality exists to add, update, and delete credit card records. This section allows you to store a card independent of the transaction process.
  2. EC-Zone > Credit Card Processing > Process Transaction – This section allows you the option to store a card while simultaneously running a transaction, saving time and repeat data entry.

It is important to note that every stored credit card must be tied to a Customer profile, meaning that you must have (or create) at least one Customer record to store your cards under. Customers can be created independently from the transaction process or simultaneously while running a transaction.

For additional information, please see How to store a credit card for repeat use? 

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Can I store an international address with my card data?

Payment WorkSuite does allow for international address information.  The Address Line 1, Address Line 2 and City fields are all free-form text boxes.  You can select the appropriate country from the Country dropdown menu.  If you select the United States, Canada or Mexico, a dropdown menu will appear in the State field for you to choose the appropriate state or province from a comprehensive list specific to that country.  If you select a country other than the United States, Canada or Mexico, a free-form text box for ‘State/Prov/Region’ will appear.  Additionally, the Postal Code field allows for up to nine (9) alpha numeric characters. 

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Can I store a Card Security Code?

The Card Security Code (CSC) value, which is also often referred to as the Card Verification Value (CVV), cannot be stored in Payment WorkSuite with the credit card data based on the Payment Card Industry Data Security Standard (PCI DSS). We recommend that you consult with your merchant services provider to determine best practices for CSC acceptance based on your industry and business processes. They will be able to clarify if you should obtain the CSC for every [repeat] transaction or only the initial transaction that you run against a credit card.

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How do I store my repeat products for use with a transaction?

To store product information, navigate to the Administration > Products section; and under the “Products” section, click on the “ADD” button to create a new product. The required fields are designated with an asterisk, and include:

  • Product Code (this can be any value to help you to identify your product)
  • Description
  • Amount (unit cost of the product)
  • UOM Code (unit of measure; click the “Select” button next to the field to view a list of possible UOM codes)
  • Commodity Code (click the “Select” button next to the field to view a list of possible values; we provide the UNSPSC [United Nation Standard Products and Services Code] list for your convenience)

For additional information on creating stored products, please see How to store a product? 

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What is a Commodity Code?

The Commodity Code is a field to provide a standardized system code for classification of products and services. The Commodity Code is one of the required elements that make up a Line Item, which means that it is a required element for Level-3 interchange qualification. All Line Item Detail fields are required in the web browser transaction processing interface. For your convenience, 3DSI provides the UNSPSC (United Nation Standard Products and Services Code) list within our web browser application from which you can select a valid Commodity Code value.

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Do I have to provide a Line Item for every product listed on my Invoice? And, can I create a transaction covering multiple Invoices?

A transaction is required to have at least one complete Line Item to try to achieve Level-3 interchange qualification. All Line Item Detail fields are required in the web browser transaction processing interface. Whether you provide full and complete ‘Invoice’ detail is up to you, based on the expectations between you and your customer. You can choose to submit a transaction with multiple Line Item records representing each product/service being provided or you can submit a transaction with a single Line Item representing an ‘Invoice Total’ of all of the product/services being provided.

If you have multiple Invoices to run against the same card, you can complete a separate transaction for each Invoice or a single transaction covering all of the appropriate Invoices. For a combined Invoice transaction, each Invoice can be represented as a separate Line Item within the one transaction, or as a single Line Item totaling all the Invoices. We suggest that you confirm the expectations of your customer prior to completing your transaction(s) to ensure that you fulfill their reconciliation requirements.

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Can I resubmit a transaction if it is declined?

If a transaction is declined, you can retry it as many times as appropriate to try to obtain an authorization. However, if you retry the transaction too many times it may trigger a fraud flag at the card issuing bank. If the transaction continues to decline, we recommend that you research the exact reason for the decline with your customer, who ultimately may need to provide a new card or form of payment. 

A “Transaction Results” dialog box will be displayed when a transaction is declined, offering the option to be redirected back to the Process Transaction page via the “Return to Transaction” button at the bottom of the box. The full transaction data will still be populated on the screen to allow you to reattempt the transaction as necessary.

If you have already closed the “Transaction Results” dialog box, you can navigate to the EC-Zone > Credit Card Processing > View Transactions tab to copy the original transaction to save time in your next attempt. Hover over the Actions Radial button for the declined transaction you wish to retry and select “Copy”. This will take you to the Process Transaction page with the transaction data populated. Please note that credit card data will only populate if the card and corresponding data was stored.

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Can I create templates for frequently processed transactions?

There are two areas in EC-Navigator that provide the functionality to create transaction templates for repeat use:

  1. EC-Zone > Credit Card Processing > Process Transaction – This section allows you to create and store a transaction template while simultaneously running a transaction, saving time and repeat data entry. Since the template is stored upon the submission of the transaction, you will need to provide all of the ‘required’ transaction elements for the template to store.
  2. EC-Zone > Create Templates – This section allows you to store a transaction template independent of the transaction process. Since a transaction is not being submitted at the time you create the template, it does not have to meet the same data and validation requirements; you can create a template with as much or as little information as you wish. The only requirements to store a transaction template in this section are the “Template Name” and the “Transaction Type” (which defaults to "Authorize and Capture").  

For additional information on creating transaction templates, please see How to create a transaction template? 

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Can I add additional usernames to my account?

By default, each account is allocated capacity for five total active users (usernames). Any username that is configured with administrative permissions can create a new user on the account by navigating to the Administration > Users section and selecting the "+ ADD" button. 

If you no longer have the “+ ADD”, it means that you have activated all of the available user spaces on your account.

If your business requires that you have more than the five initial allocated users, please have a listed managerial contact on your Payment WorkSuite account contact our Customer Support Team to request additional users via an email to PaymentWorkSuite@3DSI.com or create a request ticket using the link within our Help Center. Please note that additional users spaces are made available in packages of five, and that a nominal recurring monthly fee may be assessed for each package of users.

Additionally, you can deactivate or delete any usernames that are no longer necessary, which will open corresponding user spaces for you to create new usernames.

For additional information on creating usernames and assigning permissions, please see How to manage users?  

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Can I view my merchant account information stored in Payment WorkSuite?

The merchant account information tied to your transaction processing can be viewed in its entirety under the Administration > Terminals > Credit Card Processors section of your account. (Please note that visibility into this section is based on the permissions assigned to your username.)

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I don’t know what merchant processing platform that I’m using. Can you help me?

The merchant processing platform that your account is connected to can be viewed under the Administration > Terminals > Credit Card Processors section of your account along with the rest of your merchant account information. (Please note that visibility into this section is based on the permissions assigned to your username.)

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How do I change some information on my Payment WorkSuite account?

If there is any information that needs to be updated on your Payment WorkSuite account, please contact our Customer Support Team by email (at PaymentWorkSuite.com) or by phone (at 703.234.6030) for the steps and requirements involved. You can also create a request ticket using the link within our Help Center. 

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Can I select the settlement time for my account?

Unfortunately, our automated settlement times are not customizable; however, 3DSI has configured Payment WorkSuite to use the latest time allowable by your merchant processing platform to accommodate next day funding (which you should achieve if this feature is activated on your merchant account). You can view your current Payment WorkSuite settlement time under the Administration > Terminals > Credit Card Processors section of your account. (Please note that visibility into this section is based on the permissions assigned to your username.)

You may also want to verify your merchant settlement configuration with your merchant services provider (MSP) as we may have multiple settlement time options available depending upon the merchant processing platform that you use. Please contact our Customer Support Team by email (at PaymentWorkSuite.com) or by phone (at 703.234.6030) for the steps and requirements involved in an update to your settlement time (as available and applicable). You can also create a request ticket using the link within our Help Center.

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Can I schedule a recurring payment so I don't have to manually process a transaction each month?

Payment WorkSuite does have the ability to schedule recurring transactions through our EC-Zone product. Recurring transactions allow a user to schedule a transaction to automatically run on a defined schedule. The user creates the transaction by selecting the stored card and defining the schedule on which the transactions will process. The transaction can be set to recur indefinitely (requiring manual intervention to stop) or be set for a specified duration. Please note that the Recurring Transactions menu option and permissions are not automatically available so if you would like this capability please send an email to PaymentWorkSuite@3DSI.com or use the link within our Help Center to create a ticket with our Customer Support Team for assistance with activation.

If you would like to read more about Creating Recurring Transactions please see this article: https://3dsi.zendesk.com/hc/en-us/articles/115002416506-How-to-create-a-recurring-transaction

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