Product help

As a principal member of VISA and Mastercard, we can enable the Payment Gateway to process all the different card types shown below:

Our payment acceptance is available in the following currencies at no additional cost:

• Pounds Sterling - GBP
• US Dollar - USD
• Euros - EUR
• Canadian Dollar - CAD
• Hong Kong Dollar - HKD
• Singapore Dollar - SGD
• Australian Dollar - AUD
• Swiss Franc - CHF
• Danish Krone -DKK
• Japanese Yen - JPY
• New Zealand Dollar- NZD
• Norwegian Krone- NOK
• Swedish Krona - SEK
• South African Rand – ZAR

Yes you can. We will set-up a different Profile ID for every website - fees and or reserves may change subject to assessment.

If you wish to add another website to your existing facility, you will need to send acceptance@cashflows.com an email from the accounts primary contact, providing us with the following information:

• Your Account Number
• The Website URL you wish to use for us to review
• The (anticipated) added monthly turnover generated by the second website.
• The new Website's Average Transaction Value
• The currencies that you wish to trade in.
• Full details of the Products and Delivery schedule
• The Card Statement Narrative or DBA Name to appear on the customer's Statements
• Your new Customer Services Telephone Number
• The Industry Sector that the website will be selling from

To understand why a transaction has been declined, we provide each transaction with a Response Message which you can view via the transaction details' pop up.

The following table provides details on each of the Decline Response Codes:

You can make the following bank payments:

• Faster Payments (UK Domestic)
• CHAPS (UK Domestic – high value)
• SEPA (Eurozone)
• International Priority Payments (Rest of World)

You can make one-off payments, bulk payments when you need to pay multiple beneficiaries and set up standing orders to pay the same recipient on a set schedule.

Yes, you can upload a set of batch payments by creating either a CSV or XML batch file of your payment requests. An example of a CSV or XML batch payments request file can be downloaded at:

Download the CSV Batch Payments Request (CSV 743 KB)

Download the XML Batch Payments Request (XML 3.01 KB)

Once you have successfully uploaded your batch file to your Account Management system you will need to authorise the payments using your payment password.

Your Payments Password is created the first time you visit the 'Make a Payment' page in the Account Management System. Enter your password and press the Save Payment Password button, you will then receive and email requiring you to verify the password creation.

When you wish to make a payment from your business account you will need to confirm the payment details by entering your full login password and a selection of characters from your Payments Password. If you have forgotten or you wish to change your Payments Password, please contact support@cashflows.com

If you have created a new beneficiary or have changed an existing beneficiary's details, you will receive an email with a unique beneficiary passcode. The beneficiary passcode has been designed to prevent fraud as all beneficiaries must be authorised by the primary account holder prior to release of any payments.

To confirm the beneficiary details and create the bank transfer request you will also need to enter the passcode into the confirmation page display.

CashFlows' Virtual Terminal is a simple and secure solution, ideal for accepting payments over the phone or by mail order. You simply need to enter the card and cardholder details into a secure webpage, which connects to the CashFlows for authorisation. Processing transactions takes just a few seconds and a response is sent back to confirming the transaction response. The Virtual Terminal is browser based and provides a high level of transaction security.

The Mobile Virtual Terminal can be accessed at https://secure.cashflows.com/admin/vt

To submit a payment for authorisation using the Virtual Terminal you must complete the following steps before, selecting the Make Payment button.

1. Enter a description for the transactions
2. Enter an invoice number/reference for the transaction
3. Select the currency
4. Enter the transaction amount
5. Enter the consumers card details
6. Enter the consumers billing details
7. Select the 'Make Payment' button

To help you manage your transactions you can receive email notifications when a transaction has been disputed against the following types:

• High Risk Warning
• Copy Request/ Request for Information (RFI)
• Chargeback/Dispute
• Representment/Dispute Response
• Chargeback Reversal/Dispute Reversal

To enable your dispute emails, you must contact our Support Team at: support@cashflows.com and provide us with a single email address that you wish the dispute emails to be sent to.

If a cardholder goes to their issuing bank and reports a fraudulent transaction on their account, rather than receiving an immediate chargeback, you may receive a High Risk Warning. This provides your business an opportunity to proactively refund the transaction and maintain low chargeback ratios.

A high risk transaction being refunded does not guarantee there will not be a subsequent chargeback however, it reduces the chance that a subsequent chargeback will be issued. Where a chargeback is received after you have refunded the transaction then we will automatically represent the chargeback.

The time scales vary by card scheme and the type of Chargeback/Dispute. A Chargeback/Dispute may be raised several months after the original transaction. The first chargeback time limit is generally calculated from one of two dates:

1. The date the transaction is processed by the card scheme, or;
2. The date of expected receipt of services (e.g., for travel services, the expected date of travel).

The first Chargeback/Dispute time limit begins on the calendar day following these dates, and the issuing bank typically has up to 180 days from this day to raise the Chargeback. However, Chargebacks/Disputes and retrieval requests can occur at various time scales depending on the reason for the dispute as well as the financial offers surrounding the transactions.

Avoid chargebacks/disputes resulting from payment duplications

In short, only charge the buyer once for any single order. This means only allow your customer to pay for the same order once. If they try to purchase the same order multiple times, please clarify that this is their intent before you charge them for duplicate orders. If you have invoiced the buyer, please be cautious before invoicing them again.

Avoid chargebacks/disputes resulting from cancelled or returned orders

Display a clear return and cancellation policy on your website. Check for any communication from the buyer requesting a cancellation or return. Make sure these requests are promptly addressed. Do not wait to issue refunds, if they are appropriate. Keep lines of communication opened with your customers.

Avoid chargebacks/disputes resulting from the quality of goods

Include a detailed description of the goods being sold, including their specifications, capabilities, and limitations. Photos, video, or audio may help avoid any confusion over what is being purchased.

Avoid claims of non-receipt of merchandise

Dispatch your items in person or with carriers that provide an online tracking service and signature proof of delivery to protect against claims of services not being provided.

Stay Alert

• Multiple, unusual, separate orders by the same shopper using free email addresses (Yahoo, Gmail, Hotmail) and mobile phone numbers are cause for concern.
• When delivering the goods, obtain the card holder's signature to show proof of delivery.
• Beware of suspiciously impatient customers that request guaranteed next day delivery, especially with high value goods delivered to third party addresses.

For further information and more practical advice, refer to our Dispute Management Guide.