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This Compliance Guide details the requirements for the Code of Conduct for the Credit and Debit Card Industry in Canada (or “The Code”) for Merchants to be able to accept card payments. |
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To meet these requirements you must:
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What is a Complaint?
A complaint is any expression of dissatisfaction with a product, service, policy, or an employee related to the Platform (except those made by cardholders who are also employees of your company).
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Create your online intake form for your merchants to submit the information required in Step 2.
As a minimum, the complaint intake form must include the following information:
Name of submitter
Business Name
Contact Info (phone #, email)
Box where merchant can type in a summary of the complaint & all helpful details
Place to attach copies of any supporting documentation (i.e. agreements, statements, correspondences)
Step 2: Identifying a Code-Related Complaint
Using the information above, identify whether the complaint submitted is a general customer service complaint or a Code-Related Complaint.
After identifying that the complaint is a Code-Related Complaint, send an acknowledgment email within 5 business days to your merchant/sub-merchant notifying them that their complaint has been received and escalated to Payrix Support.
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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 https://payrix.atlassian.net/servicedesk/customer/portal/5/article/22954442810?src=-2044964234. Further communication regarding your complaint/issue will come directly from Payrix. Thank you for contacting us. |
Step 3: Submit Code-Related Complaints to Payrix
For Payrix Partners:
When a Code-Related Complaint is identified, it must be submitted to Payrix support to manage any potential Code violations. All required information must be provided so that Payrix can properly investigate the matter.
For sub-merchants:
If a sub-merchant believes that its service providers’ conduct is contrary to the Code, sub-merchant may report the issue to Payrix support directly.
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If you have a complaint about a particular element of the Code, submit your complaint to Payrix Support with the following required information:
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Per the Code, we will acknowledge your request within 5 business days of receipt and either resolve the complaint within 90 days or provide you information explaining why the complaint has not been resolved within that period.
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Escalate the Code-Related Complaints to Payrix through our online support site. Payrix will conduct an investigation, remediation if there is an error, and notify the merchant/sub-merchant of our investigation response within the required 90 days' time frame since receipt of a complaint. See Complaint Element Codes for a full description of each Element Code. |
Below is a quick summary of Complaint Element Codes:
Element | Summary |
Element 1* | Transparency and Disclosure Element
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Element 2* | Notice of Fee Increase or New Fee Element
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Element 3 | Contract Cancellation
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Element 4 | No Obligation Acceptance
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Element 5 | Payment Method Discount Element
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Element 10 | Negative Option Acceptance
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Element 11 | Contactless Payments
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Element 12 | Renewal and Cancellation Disclosure
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Element 13* | Complaint Handling Process
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* =Required, Payrix will work with you to resolve this type of complaint.
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As a part of Partners serving Canadian Merchants, it is also your responsibility to provide each merchant with a monthly statement showing the following information:
Card Type* - MasterCard Credit, Visa Credit, MasterCard Debit, Visa Debit, American Express, or Discover
Number of Sales*
Gross Sales ($)*
Service Rate (%)* - Either a flat rate charged or applicable interchange rates for each card type.
Rate Fee (Rate * Gross Sale ($))*
Per Transaction Fee ($X.XX * Number of Sales ($))*
Total Fees (Rate Fee + Transaction Fee ($))
Effective Merchant Discount Rate (Total Fees/Gross Sales (%))*
Required = *
It is recommended that you provide this information in a .CSV format so that your Merchants can easily view the information in Excel.
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90 days advance fee increase notification
As Payrix would only increase fees directly applicable to its Partners, Payrix will provide a minimum of 120 days’ notice of any fee increases, the introduction of a new fee related to any credit or debit card transactions, or a reduction in applicable interchange rates. If Payrix’s Partners decide to make changes to fees due to this notice, Partners must provide their merchants with a minimum of 90 days’ notice of any fee increases, the introduction of a new fee related to any credit or debit card transactions, or a reduction in applicable interchange rates.
Sample Fee Increase Notification Email
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Hello, We are reaching out to notify you that we will be increasing the following fees related to your billing integration service effective (insert date – MUST be at least 90 days out from notification). (INSERT FEE TABLE THAT SHOWS CURRENT FEE RATE vs. NEW FEE RATE and NATURE OF THE FEE INCREASE) No action is required on your end if you accept these fee increases, and the changes will be reflected on your (insert billing statement that will reflect the change). Should you choose not to accept these fee increases, you have the right to opt out of your agreement with Payrix, our integrated billing partner, by calling Payrix at 855-672-9749, or by visiting Payrix support. If you have any questions regarding this notification, feel free to contact us at (SaaS Partner Contact Info). |