OrderPort Payments, powered by Stripe, is a fully integrated payment processing solution designed specifically for OrderPort. With seamless compatibility and full platform support, all payment management and processing can be handled directly within OrderPort, creating a streamlined and efficient experience for both businesses and customers.
TABLE OF CONTENTS
- OrderPort Payments Dashboard
- OrderPort Payments Reconciliation
- Credit Card Disputes
- Bank Account and Saved Payment Method
- Buy Now, Pay Later
- Stripe Link
- Payment Processing Best Practices
- General Credit Card Declines
OrderPort Payments Dashboard
Navigating to the OrderPort Payments Dashboard
Go to OrderPort Admin > Settings > Payment Processing
From here, click on the dropdown to the right of the OrderPort Payments account. That is where you will find the OrderPort Payments Dashboard.
OrderPort Payments Dashboard: Account Balances
The first part of the OrderPort Payments Dashboard is the Account Balances. Under the Money movement section, you can view information related to the OrderPort Payments account:
- Transactions
The Transactions tab displays the most recent transactions taken with this account. You can click a transaction in the list to view more information. - Payouts
The Payouts tab displays the most recent payouts from OrderPort to your company's bank account. You can click on a payout in the list to view more information and to see the specific transactions included in the payout. Payouts have a download button to view the data in an Excel file.
- Fees
The Fees tab displays the most recent fees. These fees are all associated with a transaction and will share a RefID with them. You can click on a fee in the list to view more information. - Disputes
The Disputes tab displays disputes filed by banks. When OrderPort receives a dispute regarding a transaction, it will appear here with some information. For more information about disputes in OrderPort Payments, please see the Disputes on OrderPort Payments document.
You can view the full list of each of these categories using the tabs at the top of the dashboard. These tabs also provide filtering options in case you need to search for information.
Additionally, the Payouts and Fees tabs provide download buttons so you can view the data within an Excel file.
OrderPort Payments Dashboard: Profile
The bottom section of the dashboard displays the OrderPort profile information.
OrderPort Payments Reconciliation
OrderPort strongly recommends that wineries reconcile their payouts every day instead of doing it in large batches at the end of the month. This will save you time because each payout has to be reconciled individually. Make sure you know what time zone you are in and how that compares to universal time. OrderPort payments close each day around midnight Universal time.
Payouts Stripe Dashboard
Navigate to OrderPort Admin > Settings > Payment Processing > Find the desired account > Details > Dashboard > Payouts. From the Payouts tab, you can adjust the filter to find the exact date you are looking for. OrderPort Payments use Universal time for the day end so you will have two payouts for each day, depending on your time zones.
Please Note: Some wineries have more than one Stripe account, which means they will have multiple dashboards. Check and see if the IDs listed in OrderPort are differnt.
Select the payout you want to reconcile. You will see a download button; this will export all the data to Excel.
Please Note: You can not compare what you received in your bank to the Gross total in this Payouts tab. Instead, you should compare it to the total. This is because fees are subtracted directly from each payout. This report also breaks down the exact fee that is being charged per transaction.
OrderPort Reconciliation Report
Go to OrderPort Admin > Operations > Reports > Standard Reports > Sales Reports > Reconciliation. Since OrderPort Payments uses Universal time, you will need to run this report for a two-day time span. For example, PST is 6 hours behind UTC. This means if I want to capture all sales for the 16th, I need to run my report from 6 pm on the 15th to 6pm on the 16th.
Comparing the Reports
After you have exported both Excel files you can reconcile line by line each transaction. A great way to easily search for transactions is by their PNREF number. These are unique to each transaction.
Credit Card Disputes
Disputes occur when a bank reports a transaction. This can be caused by fraud detection, duplicate transactions, cancelled subscriptions, etc. This is often triggered by automated processes, so contesting these disputes is often important to secure your payments. If you use OrderPort Payments, you can view the status of your disputes directly from OrderPort Admin.
Viewing your disputes
In the OrderPort Admin Dashboard Alerts section, you will see an indication if you have any ongoing disputes. If you see this indicator, you can view your disputes by clicking on the alert.
You can also navigate there manually in OrderPort Admin -> Settings -> Payment Processing.
From here, click the dropdown to the right of your OrderPort Payments account and select Dashboard.
From here, go to the Disputes tab.
Dispute Statuses
There are a few statuses a dispute may have.
X Days to Respond: New disputes will have a status which tell you how much time left you have to submit a response. If you fail to respond in the allotted timeframe, you will automatically lose the dispute.
Under Review: Once a response has been received, payments will be marked as Under Review, until either judged as won or lost.
Lost: You lost the dispute and the transaction was ultimately declined. Each lost dispute incurs a payment processing fee. If a customer has a complaint with a transaction, it is preferrable to conduct a refund than to receive a payment dispute.
Won: You won the dispute after submitting satisfactory evidence and the transaction was completed.
Responding to Disputes
Responses can only be made when the status displays "X Days to Respond". When a dispute arises, you have two responses available. You can either accept or challenge it.
If you accept a dispute, you automatically lose the dispute. You may choose to do this when the dispute has legitimate grounds.
If you challenge a dispute, there is no guarantee of a win or lose outcome. To challenge a dispute, first compile evidence against the dispute. Next, send it all in a single ticket to helpdesk@orderport.net.
Acceptable evidence may include, but is not limited to, your refund policy, proof of customer receipts, order confirmations, signed delivery forms, and proof of purchase.
Bank Account and Saved Payment Method
If you use OrderPort Payments, powered by Stripe as your payment processor, you can allow your customers to use direct bank transfers as a payment method. These payment methods utilize ACH (Automated Clearing House). This payment method generally charges lower payment processing fees.
From OrderPort Admin, go to the Payment Processing module, then go to the Accepted Payment Methods tab.
Once here, check to see if the "Bank Account" payment method is available under webstore payments.
If the option for Bank Account does not appear, you do not have ACH enabled on your payment account. You will need to contact helpdesk@orderport.net and ask for ACH payments to be enabled. If you do see "Bank Account" as an option, that means you have ACH enabled.
When ACH is enabled, all saved bank accounts and cards on file are grouped together under "Saved Payment Method".
Saved Payment Method: All saved payment methods, including Card on File and ACH bank payments.
Bank Account: One-time payment using ACH without saving the payment method to the customer's account.
Buy Now, Pay Later
With OrderPort Payments, you can utilize Buy Now, Pay Later (BNPL) technology. This allows your customers to pay in smaller intervals over time, while you still get paid up front. All clients who utilize OrderPort Payments, powered by Stripe, may choose to utilize this service. This service is provided by Affirm.
Here is an example of what the BNPL might look like to customers on your webstore.
In order to enable or disable this feature, please contact helpdesk@orderport.net.
Stripe Link
Link by Stripe is an express checkout service. If you use OrderPort Payments, powered by Stripe, as your payment processor, your customers will be able to use Link on your webstore for a faster checkout experience.
First-time Link Users
If your customer has never saved their payment with Link previously, there will be an option for them to save their payment information and connect it to their phone number and email.
Going forward, when they use their email or phone number in a checkout supported by Link, they will be able to use their phone to verify their identity and pay.
Link Checkout
A customer who has used Link previously will receive a text message or email with a one time code. They can enter in this code to utilize the express checkout.
Using Link for Cards on File
If you need to save the customer’s card, you can utilize Link.
The best way to do this is have the customer go on your webstore and add it on their account page.
If the customer cannot do this, then you also have the ability to do this from the backend. Please be in active communication with the customer when you are doing this. On OrderPort Admin, go to the Customers module.
Click Details for the customer account, then go to the Card on File tab.
When you click Add Card on File, you will see the same two factor authentication code section. The customer will receive a notification on their phone about this, and they must provide you with that code. Once they give you the code, you can save the card. Do not go through this process unless you are in active communication with the customer. The customer will receive a notification that someone is attempting to use their Link code.
Payment Processing Best Practices
Point-of-Sale (POS)
Wine Club Signup
When processing a transaction, do not attempt to add a customer to a wine club. Adding a customer during the creation of a tab or while checking out will disrupt the normal processing workflow. Interrupting any payment process in the Point-of-Sale App is discouraged.
Check Out
Before selecting a payment method, such as “Credit,” on the checkout page, confirm the order details (products, grand total, etc.). Once you insert the card and start taking payment, do not interrupt the process. Closing the app, removing the card, or closing the checkout window will hinder the normal processing workflow.
Wine Club
Step 5 of the Wine Club release process involves authorizing customer cards and cannot be reversed in OrderPort. Once you proceed past Step 5, do not close the tab, refresh, or attempt to go back on the page. Ensure that you are ready to charge cards and begin processing payments before moving to Step 6.
Split Payments
Split Evenly
To split a transaction evenly, you will be directed to a screen where you can select how many ways to split the payment. If you wish to split the transaction three ways, add a ticket two more times. When ready to pay for a ticket, select “Edit” or “Pay This Ticket.” If needed, adjust the ticket amount and select the payment method. After all tickets have been paid, close any tickets that indicate "Close." This is when you will enter the tip amount. You can also refund a ticket that has already been paid if a mistake was made.
Split Between Guests
To split between guests, select the products for each guest. If a product is assigned to the wrong guest or needs to be divided among multiple guests, tap and hold that product. This will take you to a page where you can choose to split the payment or assign it to a different guest. Tap on each guest at the top of the screen to pay for their ticket. The selected guest will display as a black box, while others will appear in purple. Each transaction must be closed.
Purchase Orders and Work Orders
If you encounter issues with Purchase or Work Orders, please contact an OrderPort representative who will guide you through the best options for your winery.
Fulfillment
To avoid processing issues when fulfilling orders, move each order to its designated shipping/carrier terminal as soon as payment is received. This will help minimize potential declines.
When to Refund, Void, or Cancel
A refund is appropriate if a payment has been taken on an order. To issue a refund, navigate to Tools, then the Reports tab. At the bottom of the page, find the Completed Orders tab. Tap on the order and select Full Refund. Note that you cannot edit or issue a partial refund on Restaurant Orders.
An order can be voided if authorization is completed but payment has not been settled (voids can only be processed through your payment processor, not OrderPort). Generally, voids can be processed within 5 minutes of the payment being taken. An order can be canceled if no payment has been taken. Canceling allows you to delete the cart from the Point of Sale.
Authorization vs Settlement
When a payment is processed, it initially posts as an authorization. This acts as a way for the payment processor to check your bank account for sufficient funds. If there are not enough funds, the transaction will decline. If there are sufficient funds, the transaction will settle within the next three days. Once settled, the transaction is fully complete.
Events
For off-site events, a steady Wi-Fi connection is crucial. Ensure a reliable connection at the location before starting to take payments to avoid potential issues. See if making a Tasting Room specifically for events is right for you by calling our Support line and speaking with a rep.
General Credit Card Declines
DENIED 055*
To fix this error, you need to turn off AVS Settings in the Gateway under FRISK (TM) Management > Configure Options. Select Address Verification and set it to "No Match Required"
DO NOT HONOR
This error means that the expiration date for the credit card has passed, or it is an invalid credit card. The issuing bank declines the transaction when it fails their authorization process.
DENIED/DECLINED (Every transaction is being declined)
A simple fix is to Update Device on your EMV Reader (ver 4.0 and up). You would go to Tools > About > 1st Mile Settings > Edit > Hardware > Select Reader's Serial Number > Update Device. That would fix the declined transactions.
PROFILE NOT FOUND (PAYMENT ACCOUNT NOT FOUND)
Add/Updating Card – The Virtual Token for this card was deleted after being inactive for some time. So, you would have to add the Card on File again to create a new profile for that card. Using the ‘update’ function in OrderPort will not create a new token, deleting/adding a new card is required.
Deleted Card
The credit card (used to process the order) was deleted. To fix this, refund the card through the payment processor’s gateway and then contact support to correctly reflect the refund in OrderPort.
PICKUP CARD*
It means the customer has marked the credit card as stolen or lost by their issuing bank.
DENIED 902*
This error indicates that the Merchant ID is invalid, or that changes must be made on the account. If you can process a transaction as a 'Card Present (Key the card, using the chip/swiper)' but not 'Card Not Present (Select Card on File or On file at Checkout),' contact WorldPay for this error message. Worldpay's support line is (866) 783-0809.
Payment Processing Unavailable (Please Try Again Later)
Contact Support at (206) 464-1151.
DENIED SYSTEM ERROR
WorldPay is receiving this on their system with a zero response from the issuing bank. The customer's credit card was revoked by the issuing bank to stop recurring payments from happening. In cases where the credit card is no longer valid, or the customer contacted the issuing bank to not release payment for the following merchant. The customer would have to either use another card (or another form of payment) for the payment to go through. Another option is to have the customer contact their bank to release the hold on their credit card.
Invalid PAN/Account Number or Account Format
PAN/Account Number - Credit Card information is wrong or the number of digits is off.
Account Format - ZIP code in the billing is incorrect.
SERV NOT ALLOWED 07
Merchant account with the credit card processor may not be set up for a specific card type (AMEX, Discover, etc).
“Service Not Allowed" are being declined by the card issuer due to a restriction on the credit card or account. Restrictions are caused by:
• The line of business to the merchant you are paying - for example, a business credit card may prevent personal service transactions.
• The type of transaction - for example, your card may prevent online purchases.
RE ENTER :19*
The customer was attempting to use the chip function of the reader despite not having WorldPay as their payment processor (Example: they would be using VITL/TSYS, First Data, Evalon (NOVA), etc). They would need to fail the chip insert by putting it backwards so they can swipe the card.
DECLINE05
The bank has declined the transaction. See 'DO NOT HONOR'.
TRANSACTION NOT FOUND
WorldPay Express has implemented a policy in which orders past 45 days old can no longer be refunded from the initial transaction. They do however offer the ability to issue a manual credit. Once completed, provide OrderPort Support with the manual refund details and the change will be reflected on the order. Reach out to WorldPay either by email or phone and provide the merchant ID for verification.
PROFILE NOT FOUND
After a year, COF profiles/tokens expire. This notification will appear when this occurs. A new COF must be created in OrderPort to generate a new token (even if the card details have not changed).
Decline: ADDTNL AUTHN REQD: 005ADDTNL AUTHN REQD.
This gets thrown when the incorrect CVV is used, or the wrong address is provided during the transaction. Or it could be both of them. When both or one of them is wrong, it will throw that specific decline. Other issues that could cause this would be the cardholder has enrolled in the "Verified by VISA (mastercards version.. ) and the card issuer is requiring the "verification code" that the system needs to be passed along in the request. OR there's a restriction on the card that the cardholder will need to call the issuer to "validate" the payment.