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As a registered Payment Facilitator in Canada, Payrix must comply with the requirements of the Code of Conduct for the Credit and Debit Card Industry in Canada (referred to as the “Code”). As a Partner to Payrix you will be required to help us comply with some of the Code requirements as you are the merchant facing entity that directly communicates with the merchant.

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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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As a Payrix Partner servicing merchants in Canada, you are the first point of contact for your merchants should they have any issues or complaints regarding the billing integration services we provide. As such, you are required to establish a complaint intake and handling process.

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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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Check out Payrix Complaint Handling for Merchants session for complaint intake process.

Note

If you have a complaint about a particular element of the Code, submit your complaint to Payrix Support with the following required information:

  • Your Name

  • Business Name on your Payrix Account

  • Merchant ID (MID) Number

  • Business Address (with territory specified)

  • Name and Email Address of your Payrix Account Administrator

  • A General Summary of your Complaint (with any applicable supporting documents)

    • You can provide them upon the initial response from our Support team or add a file attachment section to your Complaint Intake Form

  • One or More Complaint Element Codes related to the Complaint

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Payrix Complaint Handling for Merchants

As a Canadian Merchant you must be provided with access to a clear dispute-resolution process for resolving complaints related to the Code of Conduct for the Credit and Debit Card Industry in Canada.

If you believe that we have acted in a way that is contrary to the Code and would like to file a complaint directly with us regarding our billing integration services, please visit our online complaint intake portal and complete the form.

Info

Please include any information that may help us resolve your concerns to the best of our ability by including:
• A summary of your concerns
• Any details, such as the name(s) of any individuals involved in the issue and/or of any other persons with knowledge of the issue
• The date of the incident or on which the matter began
• Copies of any supporting documentation (i.e., agreements, statements, correspondence)

Upon receipt of your complaint, Payrix will acknowledge receipt of your complaint within five (5) business days.

If you are a Canadian Merchant that has received notification that a complaint you filed with one of our Platform Partners has been escalated to us, please refer to Partner Complaint Handling Requirements for step by step complaint intake process received by partner.

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Code-Related Complaints
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Below is a quick summary of Complaint Element Codes:

Element

Summary

Element 1*

Transparency and Disclosure Element

  • Complaints about Payrix sub-merchant agreement(s) not being clear or failure to disclose all fees in the summary/disclosure boxes.

  • Complaints about issues showing all card fees on monthly billing statements.

Element 2*

Notice of Fee Increase or New Fee Element

  • Complaints about card processing or integrated billing fee increases being implemented without a 90-day notification

Element 3

Contract Cancellation

  • Complaints about account cancellation issues with Payrix due to a fee increase that they wish to decline.

Element 4

No Obligation Acceptance

  • Complaints about Payrix requiring a merchant to accept credit & debit from a card network if they only want to accept debit or vise versa.

Element 5

Payment Method Discount Element

  • Complaints about Payrix restricting a merchant from offering discounts on different payment methods.

Element 10

Negative Option Acceptance

  • Complaints where Payrix automatically enrolls a merchant in a new product or service

Element 11

Contactless Payments

  • N/A for Payrix at this time.

Element 12

Renewal and Cancellation Disclosure

  • Complaints about Payrix contract renewals and cancellations. (Outside of the fee change cancellation)

Element 13*

Complaint Handling Process

  • Complaints about Payrix either:

    • Mishandling a complaint,

    • Lacking punctual and appropriate response timelines,

    • Not offering a website you could refer to, or;

    • Weren’t provided with a path for escalation.

* =Required, Payrix will work with you to resolve this type of complaint.

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