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As a Partner considering accepting merchants based in Canada, you must meet the basic compliance requirements for the Code of Conduct for the Credit and Debit Card Industry in Canada (referred to as the “Code”).
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It is important to distinguish between customer communications that you should resolve, versus those that you should forward to Payrix for resolution.
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Code-Related Complaints – refer to issues or conduct identified with the platform that merchant believes is contrary to the Code. |
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Sample Acknowledgement Email
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Dear (Merchant Contact Name), We are reaching out to let you know that we have received your issue/complaint made on (date complaint made) regarding our billing integration services. Upon our initial review of your issue/complaint, we have determined that it pertains to our billing integration partner Payrix and qualifies as a Code-related issue/complaint as defined by the Code of Conduct for the Credit and Debit Card Industry in Canada. As such, we have escalated your issue/complaint to Payrix for investigation and resolution. For additional information on Payrix’s Code Complaints Handling process or if you have questions regarding your issue/complaint, please visit . Further communication regarding your complaint/issue will come directly from Payrix. Thank you for contacting us. |
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Worldpay (Processor) | |
Peoples Trust Company (Acquirer) | |
Visa Canada |
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Mastercard Canada |
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American Express Canada |
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Financial Consumer Agency of Canada |
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