Questions and answers

 

Below you will find some of the frequently asked questions about Netaxept. If you can't find what you are looking for, feel free to reach out to Netaxept customer support for your country >

Agreements

I would like to start accepting payments online, which agreements do I need?

In order to receive payments in your webshop, in-app, call centre or similar, you need an agreement for the eCommerce payment solution of your choice. Nets offers Easy and Netaxept. Easy is for you who want to get started easily with one single agreement for both payment solution and card acquiring + invoice, whereas Netaxept is for those who want the payment solution on their own terms with preferred payment methods, customised payment window, various add-on services and their own chosen card acquirer. If you are interested in Easy, read more about Easy >

If you end up selecting Netaxept, besides Netaxept product agreement, please contact your chosen card acquirer and alternative payment method service providers to sign agreement(s) with them as well.

Who can I contact for signing a card acquiring agreement?

Nets offers you acquiring in eCommerce for Visa, Visa Electron, Mastercard, Maestro, Diners Club, Discover, JCB and Dankort payments. If you wish, you can also combine Netaxept with other acquirers than Nets, such as Handelsbanken, Swedbank and Elavon.

I want to offer my customers Finnish direct banks, what are my options?

You can sign either separate agreements directly with each chosen Finnish bank – in total there are 10 banks in Finland – with your own terms or you can also sign only one single agreement with Paytrail – the Finnish licensed payment institution that provides online payment services to eCommerce merchants and is part of the Nets group. Read more about direct banks >

In both cases, you need to make only one API integration towards Netaxept covering all banks. If you have signed bilateral agreements with banks, you will get separate payout from each bank, whereas for Paytrail, you will get one payout containing all direct bank payments.

 

Credentials

How will I receive access to Netaxept?

Fill in the Netaxept agreement and return it to Nets. Once your Netaxept agreement has been processed, we will send you credentials for the use and testing of Netaxept API and web-based Netaxept Admin.

Where can I log in to Netaxept Admin?

Read more about Netaxept Admin and how to log in >

I have lost/locked my Netaxept credentials, how do I proceed?

If your user account is not locked and you have saved your email address and mobile phone number to Netaxept Admin, you can use "Forgot password" feature in Netaxept Admin's login page to request a new password to Netaxept Admin. Otherwise, please contact your upper level user for unlocking or requesting a new password. Nets will only manage the credentials of the company’s contact person mentioned in the Netaxept agreement. If you are a contact person, you may reach out to Netaxept Customer Support for your country. Always include your name, Netaxept ID and merchant name that the request concerns.

Our site is going live, will the credentials remain the same?

No. You need to use different credentials in test and production environments.

We receive "Authentication exception" even though the credentials are correct. What is the problem?

Check that you have URL encoded the API token and Netaxept ID that you are sending through the API. The API token may include special characters that require encoding so that these are interpreted correctly without breaking the URL.

 

Payment methods and currencies

Which payment methods Netaxept supports?

Depending on the chosen service package, you can accept payments by using various payment methods. Read more about our supported payment methods >

Which currencies are supported?

Netaxept supports all currencies that are based on ISO 4217 standard. However, in practice other than most commonly used currencies may require some configuration in Netaxept. What is relevant for you is that the currencies are supported and offered by your chosen acquirer.

If I have two currencies, do I receive two settlement batches?

Netaxept generates separate settlement batches for each currency, however, it is up to your chosen acquirer whether these batches are settled to you together or separately. In Netaxept Admin, you will see transactions of all currencies in one report.

Is it possible to split card payment to multiple cards?

When using a gift card, it is possible to use another card in addition, if the gift card balance doesn’t cover the total amount. This feature cannot be used with any other card than gift cards.

 

Payment windows

What kind of payment windows Netaxept offers?

You can choose between our PCI DSS compliant payment windows for web, mobile and in-app. If you wish to get started easily, you can use our ready-to-use standard payment windows for web and mobile in both two- and single-page mode. If you wish to customise the payment window to fit your site's look & feel, that can be easily done in Netaxept Admin and via API. For those who want to customise the payment process even more, we have payment window in mini layout mode and "Custom template" add-on service.

Alternatively, you can make your integration to use your own hosted payment window. In that case, you need to implement your solution according to all PCI DSS requirements. For most merchants, we recommend using Netaxept hosted payment window. Read more about the payment windows >

For mobile apps, we recommend using our SDK for in-app payments. Read more about Nets SDK >

Does Netaxept identifies the device and directs customer to correct payment window?

Yes. Netaxept identifies automatically whether it is web or mobile browser and based on that directs the customer to the correct payment window. If you wish to use web payment window in mobile as well, contact Netaxept customer support for your country for disabling mobile terminal from your Netaxept ID.

Can I use Netaxept payment window with iFrames?

Using frames is not recommended. Read more about iFrames >

 

Transactions

Can I capture again the transaction that has already been refunded?

No. If transaction has already been refunded, we advise you to contact your chosen acquirer or payment method service provider for correction.

Can I cancel only part of the authorization?

No. Cancellation will always be done for full amount.

If I run only partial capture, does Netaxept cancel rest of the authorized amount?

No. It depends on the Issuer when the rest of the authorized amount is cancelled.

Is there a time limit between Register and Terminal?

No. For Link payment, the timeout value set in the Callback page in Netaxept Admin affects to the validity of the payment link.

Is there a time limit between Terminal and Process?

Yes. The authorization (AUTH), account verification (VERIFY) and authorization & capture (SALE) must for most payment methods be done within 24 hours of the customer being redirected back from the payment window.

 

Integration

How do I integrate Netaxept to my website?

Select between our supported APIs: REST or Web Services. For most merchants, we recommend using REST. Read more about the API >

If you are Call centre merchant, in most cases the web-based Netaxept Admin is enough for you to accept and process payments. Read more about Netaxept Admin >

I want customer to select payment method in my site, how should I make the integration towards Netaxept?

First implement a separate step in your site for selecting a payment method. Then send the name of the selected payment method to Netaxept in "paymentMethodActionList" parameter along the Register call. Netaxept's payment window is displayed as single-page mode for cards. For other payment methods, customer is directed directly from your site to the selected payment method site for completing the payment.

I have cards and now I’m about to integrate direct banks. Does the payment flow differ?

Yes. For direct bank, after the Terminal, Netaxept triggers AutoSale for the transaction, therefore, you don’t need to run AUTH, CAPTURE or SALE on direct bank transactions. This eliminates a step in the standard payment process done via Netaxept and to make sure your setup doesn't try to run these operations, you need to check if the payment was made with direct bank as a payment method. This can be done either by using "paymentMethodActionList" parameter in the Register call or performing the Query call after the Terminal. Also, in order to verify that the transaction has the correct status and the payment has processed successfully and is fully paid, we recommend you to implement the Callback function as part of the payment process. Read more about direct banks >

Is Netaxept a safe way to accept payments?

Yes. Netaxept has been a PCI DSS certified since 2009. As a PCI DSS certified payment service, Netaxept meets the strict security requirements set for Internet payments. PCI DSS is an international card payment industry information security standard for actors who store, process or relay cardholder information.

Which Internet browsers Netaxept supports?

Netaxept supports the latest versions of all of the most common browsers.

 

Testing

How can I test Netaxept?

Our test environment is available 24/7 and we will provide you separate test credentials for testing Netaxept API and web-based Admin portal. Read more about testing >

 

Error situations

How do I know when transaction fails? Where can I see the error description?

For each call, if you get the response code "OK", the transaction has succeeded. If not, some sort of error has occurred. The response codes are available in Netaxept Admin and returned to you in the API response. If a payment fails, but the API response has no error code, use the Query call to retrieve it. Read more about the response codes >

I get "Refused by issuer" during the Process call. What does this mean?

This error occurs because the customer’s card Issuer (bank) refuses the payment. The reasons for this problem can be many, and you should advise the customer to contact their bank to find out why the transaction won’t be allowed.

 

Link payment

How do I implement Link payment?

You can run link payments in Netaxept Admin and via API. Read more about link payments >

Payment link I sent to customer has been timed out? Why?

In Netaxept Admin’s Callback page, there is transaction timeout drop-down list. For link payments, we recommend to set this to disabled. If it is enabled, transaction will be marked as timed out if it was not done (link not used) within a specific time.

 

Tokenization Services

How can I save card details for future subsequent payments?

The implementation varies depending on what type of subsequent transactions you would like to use (for example Easy payment or Recurring payment). Read more about Tokenization services >

How can I see all the recurring transactions for one recurring agreement?

If you use your own system to show the transactions, you should have a common identifier for these transactions (order number or transaction recon reference), so you can see this on your settlement reports. If you use Netaxept Admin, you can look up one of the recurring transactions in the detailed view. There you will get a list of all the recurring transactions that have been done under this agreement.

I have recurring agreements with monthly transactions. What should I set the RecurringFrequency to?

The least days in the months are February with 28. You should set the RecurringFrequency to this number so you can do the transactions once in a month, at a certain date.

I have set the RecurringExpiryDate several years into the future, but I suddenly got error message when trying to do these transactions that worked perfectly earlier. What’s wrong?

Even if the RecurringExpiryDate can be set far into the future in Netaxept, acquirer has a limit on how long they will accept the recurring transactions. Also, if the card is renewed with new card data, the recurring information will be outdated and won’t be accepted. In both cases, you need to ask customer to redo the initial recurring transaction.

Is the panHash used in tokenization services safe?

Yes. The panHash does, contrary to its name, not contain any part of the card number, nor is it a value calculated based on the card number. It is a randomly generated sequence, adhering to PCI DSS standards.

 

Batch, reporting and references

When card transactions are settled to me?

Netaxept creates settlement batches for your daily captured and credited card transactions and pass them on to your chosen acquirer for further processing. The acquirer will settle the transactions to your within the agreed settlement period.

How will card and direct bank transactions show up on my company’s account statement?

On your account statement, you will see the card payments as settlement batches and direct bank payments as individual transactions if you have signed direct agreements with banks.

How can I fetch transaction data into my company’s systems?

Use the API GetBatch call to request data on transactions included to certain settlement batch(es). You will receive the response in XML format which you can then export to your SAP or similar systems and use it for reconciliation or reporting purposes. The API Query call can be used to request detailed data about the certain transaction. The same batch and transaction information can be also searched and get reported in Netaxept Admin.

How do I see what transactions are what when it comes to the settlement reports from the acquirer?

Both order number and transaction recon reference can be used for this. These two values are sent back to the acquirer, and most put these values in the settlement reports. Read more about reference numbers >

I am changing acquirer, how will this affect the batch creation on the changeover date?

Transactions made on the changeover date are marked as transactions for the previous acquirer, and you will receive the settlement for the changeover date from your old acquirer. Transactions received after the closing of the batch (date change) will be routed to the new acquirer for settlement.