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”).
To meet these requirements you must:
Create an online complaint intake form for your merchants/sub-merchants.
Provide monthly merchant statements to your merchants/sub-merchants.
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.
Code-Related Complaints – refer to issues or conduct identified with the platform that merchant believes is contrary to the Code.
If you are ever unsure, please forward the customer inquiry to Payrix Support and Payrix can determine whether the communication constitutes a complaint.
Online Complaint Intake Process
An online complaint intake form is required for your merchants/sub-merchants to submit potential Code-Related Complaints with the service or platform.
When a Code-Related Complaint is identified, it must be submitted to Payrix to manage any potential code violations. Payrix has established a process for managing potential Code compliance violations.
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
Code-Related Complaints
Amendments made in April 2015 to the Code of Conduct for the Credit and Debit Card Industry Element 13 now states 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 complaints pertaining to the Code. As Payrix Partner serving Canadian merchants, you are the first point of contact for your merchant/sub-merchant. It is important that you are aware of the Code requirements and escalate the complaint to Payrix through our online support site so Payrix can conduct investigation, remediation if there is an error and notify the sub-merchant of our investigation response within the required 90 days time frame since receipt of a complaint. See Complaint Element Codes for a full description of each code. Below is a quick summary of relevant 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 |