As a Partner considering accepting merchants based in Canada, you must meet the basic compliance requirements for the Code of Conduct for the Credit and Debit Card Industry in Canada (referred to as the “Code”).

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.

Online Complaint Intake Process

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: 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.

Sample Acknowledgement Email

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.

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 4: Resolution or Escalation

If your complaint has not been resolved after following the above process, you have the right to refer your complaint to the following.

Code-Related Complaints

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 to have access to a clear dispute resolution process.

This provides relevant information for an investigation and a timely response to Code-Related Complaints.

As Payrix Partner serving Canadian merchants, you will be the first point of contact for your merchants/sub-merchants.

Below is a quick summary of Complaint Element Codes:

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

Providing Monthly Merchant Statements

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.

Please download the example below for a sample of what your Monthly Merchant Statement information should look like:

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