Excerpt |
---|
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. |
...
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.
...
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.
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).
General customer service complaints are your responsibility, while Payrix is responsible for managing and resolving Code-Related Complaints.
What is a Code-Related Complaint?
It is important to distinguish between customer communications that you should resolve, versus those that you should forward to Payrix for resolution.
Info |
---|
Code-Related Complaints – refer to issues or conduct identified with the platform that merchant believes is contrary to the Code. |
Note |
---|
If you are ever unsure, please forward the customer inquiry to Payrix Support and Payrix can determine whether the communication constitutes a complaint. |
Partner Complaint Handling Requirements
...
Step 1: Setting up your Online Complaint Intake Form
An online complaint intake form is required for your merchants/sub-merchants to submit potential Code-Related Complaints with the service or platform.
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: Establish Internal Complaint Handling Process
An internal process must be established explaining how the initial complaint review will be handled (including timeframes) to determine if it is a general complaint or Code related complaint.
Process explaining how merchants will be sent an acknowledgment and escalation notice within 5-business days of receipt of the complaint and process explain the escalation of the complaint to Payrix if the complaint is determined to be Code related.
Step 3: 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.
...
Partner Complaint Handling Requirements
Anchor | ||||
---|---|---|---|---|
|
Step 1: Setting up your Online Complaint Intake Form
An online complaint intake form is required for your merchants/sub-merchants to submit potential Code-Related Complaints with the service or platform.
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: Establish Internal Complaint Handling Process
An internal process must be established explaining how the initial complaint review will be handled (including timeframes) to determine if it is a general complaint or Code related complaint.
Process explaining how merchants will be sent an acknowledgment and escalation notice within 5-business days of receipt of the complaint and process explain the escalation of the complaint to Payrix if the complaint is determined to be Code related.
Step 3: Identifying a Code-Related Complaint
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).
General customer service complaints are your responsibility, while Payrix is responsible for managing and resolving Code-Related Complaints.
What is a Code-Related Complaint?
It is important to distinguish between customer communications that you should resolve, versus those that you should forward to Payrix for resolution.
Info |
---|
Code-Related Complaints – refer to issues or conduct identified with the platform that merchant believes is contrary to the Code. |
Note |
---|
If you are ever unsure, please forward the customer inquiry to Payrix Support and Payrix can determine whether the communication constitutes a complaint. |
Step 4: Submit Code-Related Complaints to Payrix
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.
After submitting the code-related complaint to Payrix, you must send an acknowledgement email within 5 business days to your merchant/sub-merchant notifying them that their complaint has been received and escalated to Payrix Support.
Sample Acknowledgement Email
Tip |
---|
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 4: 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 Merchants
If a merchant believes that its service providers’ conduct is contrary to the Code, sub-merchant may report the issue to Payrix support directly. Check out here for Payrix 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:
|
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.
...
Payrix Complaint Handling for Merchants
Anchor | ||||
---|---|---|---|---|
|
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: |
Upon receipt of your complaint, Payrix will acknowledge receipt of your complaint within five (5) business days.
Tip |
---|
Upon completion of our investigation, Payrix will provide you with our final decision in writing within ninety (90) days of receiving your complaint, along with: |
If we cannot provide a response to you within 90 days you will be informed of the delay, the reason for the delay and the expected response time.
Note |
---|
If your complaint has not been resolved after following the above process, you have the right to refer your complaint to the following. |
Worldpay (Processor) | |
Peoples Trust Company (Acquirer) | |
Visa Canada |
|
Mastercard Canada |
|
American Express Canada |
|
Financial Consumer Agency of Canada |
|
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: |
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 section for step by step complaint intake process received by partner.
Tip |
---|
Upon completion of our investigation, Payrix will provide you with our final decision in writing within ninety (90) days of receiving your complaint, along with: |
If we cannot provide a response to you within 90 days you will be informed of the delay, the reason for the delay and the expected response time.
...
...
Code-Related Complaints
Anchor | ||||
---|---|---|---|---|
|
...
Note |
---|
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. |
Below is a quick summary of Complaint Element Codes:
Element | Summary |
Element 1* | Transparency and Disclosure Element
|
Element 2* | Notice of Fee Increase or New Fee Element
|
Element 3 | Contract Cancellation
|
Element 4 | No Obligation Acceptance
|
Element 5 | Payment Method Discount Element
|
Element 10 | Negative Option Acceptance
|
Element 11 | Contactless Payments
|
Element 12 | Renewal and Cancellation Disclosure
|
Element 13* | Complaint Handling Process
|
* =Required, Payrix will work with you to resolve this type of complaint.
...