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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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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. |
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Payrix Complaint Handling for Merchants
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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.
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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.