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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”“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 Merchant-facing entity that directly communicates with the merchantMerchant. |
These requirements include:
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Providing Monthly Merchant Statements - You will be required to provide a Code Compliant Monthly Merchant Statement that
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displays the rates and fees associated with each card brand and type accepted by the
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Merchant;
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Fee Change/Introduction of New Fee Notice - You will be required to provide
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Merchants with a minimum of 90
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days' notice of any new fees or fee increases related to credit or debit card transactions, or of a reduction in applicable interchange rates; and
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must establish a complaints intake process
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including the escalation process to Payrix for Code-related complaints.
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Further guidance on how to meet these requirements are is outlined below.
If you have any issues or questions on how to comply with these requirements, please reach out to general compliance requirement questions, contact support or call +1 (855) 672-9749.
See supporting documentation here:
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Providing Monthly Merchant Statements
As a part of Partners serving Canadian Merchants, it is also your responsibility to provide each merchant Merchant with a monthly statement showing the following information:
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Card Type |
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Required | MasterCard Credit, Visa Credit, MasterCard Debit |
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or Visa Debit |
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Number of Sales |
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Gross Sales ($)*
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Required | Total number of sale transactions for the Merchant. | |||
Gross Sales | Required | The gross sales amount in dollars for all Merchant transactions. | ||
Service Rate | Required | Either a flat rate charged or applicable interchange percentage rates for each card type. | ||
Rate Fee | Required |
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Per Transaction Fee | Required |
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Total Fees | Optional |
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Effective Merchant Discount Rate | Required |
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Required = *
It is recommended that you provide this information in a .CSV format so that your Merchants can easily view the information in Excel.
Please download the example below for a sample of what your Monthly Merchant Statement information should look like:
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Introduction of New Fee or Fee Change Notice
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Payrix requires all Canadian partners to notify all impacted merchants of your fee increases or introduction of a new fee at least 90-days before the change takes effect.
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You must retain these notifications for your records should Payrix request a copy for compliance testing purposes. |
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 of Payrix decide to make changes to fees due to this notice, Partners they must provide their merchants 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.
Notification Requirements
Advance Notice - Payrix requires all Canadian partners to notify all impacted Merchants of your fee increases or when introduce a new fee at least 90-days before the change takes effect.
Communication Retention - You must retain these notifications for your records should Payrix request a copy for compliance testing purposes.
Sample Fee Increase Notification Email |
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Sample Introduction of New Fee Notification Email |
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Complaints Handling Process & Requirements
As a Payrix Partner servicing merchants Merchants in Canada, you are the first point of contact for your merchants 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.
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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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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
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Step 1: Set up your Online Complaint Intake Form
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An online complaint intake form is required for your merchantsMerchants/sub-merchants Merchants to submit potential Code-Related Complaints with the service or platform.
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Create your online intake form for your |
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Merchants to submit the information required in Step 2. |
As a minimum, the complaint intake form must include the following information:
Name of submitterBusiness Name.
The business name.
Contact Info (phone #, number & email).
Box where merchant 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
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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 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
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What is a Complaint
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Using the information above, identify whether the complaint submitted is a general customer service complaint or a Code-Related Complaint.
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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.
Code-Related Complaints – Refer to issues or conduct identified with the platform that Merchant believes is contrary to the Code.
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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
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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
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Merchant/sub-
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Merchant notifying them that their complaint has been received and escalated to Payrix Support.
Sample Acknowledgement Email |
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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 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.
Step 5: Resolution or Escalation
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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.
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.
Information Required for Submission
Please include any information that may help us resolve your concerns to the best of our ability by including:
A summary of your concerns
All details, such as the name(s) of any individuals involved in or know about the issue.
The date of the incident or on which the matter began.
Copies of any supporting documentation (i.e., agreements, statements, correspondence).
Submission Response
Upon receipt of your complaint, Payrix will acknowledge receipt of your complaint within five (5) business days. Following the completion of our investigation, Payrix will provide you with our final decision in writing within ninety (90) days of receiving your complaint, along with:
A summary of the complaint.
The final result of the investigation.
Explanation of the final decision.
Information on how to further escalate your complaint in the event of an unsatisfactory outcome.
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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. |
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 |
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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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Code-Related Complaints
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Amendments made in April 2015 to the Code of Conduct for the Credit and Debit Card Industry, Element 13, now state that payment card network rules require merchants Merchants to have access to a clear dispute resolution process.
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As Payrix Partner serving Canadian merchantsMerchants, you will be the first point of contact for your merchantsMerchants/sub-merchants.
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Escalate the Code-Related Complaints to Payrix through our online support site.
Merchants. Payrix will conduct an investigation, remediation if there is an error, and notify the
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Merchant/sub-
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Merchant of our investigation response within the required 90 days' time frame since receipt of a complaint.
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Tip: Escalate the Code-Related Complaints to Payrix through our online support site. |
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.