1. Preface

Are you about to become a client of PAY? In that case this merchant documentation is suitable for you. We assist you from your registration to realisation of your first transaction.

Already a client of PAY?

Are you already a client of PAY? Then this documentation is excellent reference material for you. For this purpose, use the search field in the top left corner, or click on the menu to go directly to a specific subject.

PAY: A short introduction Instruction video: What can PAY. do for you as a Payment Service Provider?

1.1. Terms and definitions

The table below contains the definitions used in the merchant documentation.

Term	Explanation
Admin Panel	The web application where user settings can be changed, statistical information can be queried, and payments can be made.
Clearing	Payment of the accrued credits into the merchant’s bank account.
External Revenue	Turnover through PAY. is processed, however PAY. plays no role in the cash flow. This turnover is therefore not paid by PAY. This is possible since there is no cash flow (with closed-loop gift cards), on the other hand; the supplier pays you directly. Examples are: PayPal, Givacard and Focum afterwards payment.
Sales Location	A sales location consists of the webshop / website data of a merchant, including the URL, a description, and the category to which the sales location belongs. Information is also provided on how the sales location is connected, and what payment options can be used.
Merchant	The company accepting payments via a payment service.
MT940	File format for exporting financial bank transactions. This format is accepted by almost all accounting programs.
Refund	A repayment of the original payment in Pay.nl using the payment details in the system (roll back).
Acting Director / Acting Manager	The person who concludes the agreement with PAY. this can be several people for companies where joint signing authority has been determined during company registration.
UBO	Ultimate Beneficial Owner: An ultimate beneficiary holding a share in the company of at least 25%.
PEP	Politically Exposed Person. A PEP applies if it concerns non-residents of the Netherlands or Dutch residents who do not have Dutch nationality. The following officers are classified as a PEP: Heads of State, Government, Ministers, State Secretaries; Member of parliament; Members of high courts; Ambassadors, senior army officers; Executives of government companies and regulators.. Direct family members of the officials mentioned before, also fall under the PEP definition.

Legend

In this documentation colours are used to indicate URLs, images, names and values.

URL or image tab name field oor variable name field or variable value

1.2. Brandkit- Logo, woordmerk en huiskleuren

Voor klanten en partners die ons logo op de website willen plaatsen hebben we kant-en-klare logo-paketten gemaakt. Ook hebben we een overzicht gemaakt van onze Primaire en Secundaire kleuren. Aan het gebruik van ons logo en onze kleuren zijn voorwaarden verbonden. Door ze te downloaden en/of te gebruiken ga jij automatisch akkoord met deze voorwaarden.

Let op: de getoonde afbeeldingen zijn niet geschikt voor gebruik. Download daarvoor de bijgevoegde zip-bestanden.

Woordmerk

Je schrijft Pay. als merknaam. Indien je dit aan het einde van een zin plaats dan schrijf je slechts één punt. Indien jij de naam Pay. binnen een zin voor een komma plaatst, dan kan je de punt vervangen door de komma.

Logo Pay.

Logo

Naam	Beschrijving	Bestand
Web-versie	JPEG-formaat	Download zip-bestand
Overige communicatie	PNG-formaat	Download zip-bestand

Logo

Secundair logo en Payoff

Naam	Bestand
Secundair logo	Download zip-bestand
Logo met Pay-off	Download zip-bestand

Lettertypes PAY.

Cutouts

Sfeerfoto's

Brandiconen Pay.

Lettertype

Naam	Gebruik	Download
Lufga	Primair typografie (bijv. kop teksten)	Download zip-bestand
Inter	Secundair typografie (bijv. platten teksten)	Download zip-bestand

Primaire kleuren

Kleur	RGB-code	HEX-code
Lila blue	PMS 2726 C	R88 G95 B255	#585FFF
Deep gray	PMS Black C	R29 G29 B29	# 1D1D1D
White	R255G255B 255	#FFFFFF

Secundaire kleuren

Kleur	RGB-code	HEX-code
Sky blue	R101 G218 B255	#65DAFF
Sky blue 50%	R178 G237 B255	#B2EDFF
Rose	R255 G208B222	#FFD0DE
Lila blue 20%	R222 G223 B255	#DEDFFF

Brandkit

Naam	Beschrijving	Bestand
Brandkit (Sfeer foto's, Cutouts, Iconen)	JPEG-formaat	Download Brandkit

Brandbook

Naam	Beschrijving	Bestand
Brandbook	PDF-formaat	Download Brandbook

Slogan

De slogan van Pay. is "Achter elke betaling", dit kan op verschillende manieren tot uiting komen:

Optie 1 - Achter elke betaling
De hele slogan met logo Alleen te gebruiken als het Pay. logo niet ergens anders prominent in beeld staat.

Optie 2 - achter elke betaling.
Alleen de hele slogan. In de zin heeft ‘achter‘ geen hoofdletter en achter de zin moet een punt staan. De slogan is altijd in het lettertype Lufga.

Optie 3 - Voor ... achter elke betaling
In een zins opbouw Om onze slogen beter uit te laten komen zou je voor een zins opbouw kunnen gaan en de puntjes invullen. De volgende zinnen kun je bijvoorbeeld maken "VOOR de kleding van Nikkie... achter elke betaling Pay.

2. Support

As a merchant of PAY. you can contact our (technical) support desk through various channels.

In the articles below you can read how you can contact us and what information you should provide when wanting to contact our support desk. We cannot provide support without this information. Please make sure you are prepared before contacting us.

2.1. Contact via chat

When you log in to the Admin Panel you will see the orange bar ''Premium Support'' at the bottom left of the screen. Click on the orange bar to start a call with a PAY. staff member.

There is a lot to consider when it comes to entrepreneurship. Are you a customer of PAY. and are you encountering problems or do you want an update about a specific transaction? You can quickly and easily contact PAY. via the chat function.

The chat function is intended as a tool where you can ask or raise questions to a PAY. staff member. Questions will be answered quickly and adequately. When you are dealing with problems on a deeper level, we advice you to contact support by sending the support department an e-mail with a request to open a ticket.

With the help of a ticket you can easily book and schedule an eMeeting with a PAY. staff member. This function is available from the Business package. When you send an e-mail, you will receive an immediate answer within the SLA time and with your own ticket-ID.

2.2. Contact by e-mail/ticket

If you need support, you can use the following information:

Questions about transactions (research)

If you have questions about a transaction, please e-mail us.

1: Create an e-mail message
2: Place EX-code or Order-ID in the title the e-mail
3: Describe your problem or question. Please support your issue with screenshots.
4: Send this e-mail to support@pay.nl
5: You will receive an email with a ticket-ID
6: You will receive an answer within the SLA

Questions about your account

For questions about your account, you can contact your account manager (if you have a Business package). If you use the Pioneer or Professional package, you can send an e-mail to support@pay.nl. Always include the merchantCode (M-####-####) in the title.

2.3. Helpdesk

Find the Merchant code and Support check code

The Merchant code and Support check code are located at the bottom right corner of the screen

Find the transaction code

Step 1: Navigate to the 'Transactions' colom and click on 'Overview'

Step 2: The transaction code is located on the left side of the transaction overview

Step 3: Double-click the transaction code to view the transaction information

Before you contact us

Please contact us if you are already a PAY. customer. When you contact us, we will ask you to provide us with your specific MerchantCode (M-####-####) and we will also ask for a support check code. You can find this code by clicking on ''Support'' in your Admin Panel. You will find the button at the right bottom of the screen.

If you have a specific question about a payment, please provide us with your specific transaction code (EX-####-####-####).

Departments

The following contact details are available:

Department	Opening hours	E-mail address	Telephone number	Conditions
Sales	MON - FRI from 09:00 am to 17:00 pm	sales@pay.nl	+31 (0)88 - 88 666 66	None
Care (Onboarding, Acceptance & Underwriting)	MON - FRI from 08:30 am to 17:00 pm	boarding@pay.nl	+31 (0)88 - 88 666 47	MerchantCode + Support control.
Support	MON - FRI from 09:00 am to 17:00 pm	support@pay.nl	+31 (0)88 - 88 666 22	MerchantCode + Support control code + File status completed.
Risk, VERIFY & Fraud	MON - FRI from 08:30 am to 17:00 pm	risk@pay.nl	+31 (0)88 - 88 666 33	MerchantCode + Support control code or the TransactionCode (EX-####-####-####)
Compliance	MON - FRI from 08:30 am to 17:00 pm	compliance@pay.nl	+31 (0)88 - 88 666 11	MerchantCode + Support control code or the TransactionCode (EX-####-####-####)
Emergency support	24/7	-	In the Admin Panel	Minimal business package

Conditions for contact

We only provide support to merchants with a fully approved and active PAY. agreement.
If you have trouble uploading documents, please send an e-mail to docs@pay.nl with your specific MerchantCode (M-####-####).

2.4. Service Level Agreement

Support department	Premium SLA	Pioneer SLA	Note
Support - 1st line	+ 8 working hours	+ 10 working hours	Your question or problem is always first assessed by a support employee. He or she checks the SLA based on your package. Then, based on the case, it is examined whether this can be resolved within the standard SLA or whether the ticket should be scaled up to a second or even third-party support employee.
Support - 2nd line	3 working days	No SLA	Second-line tickets often require research. Examples of such tickets regard to a specific turnover, transaction checks or the boarding of payment options afterwards.
Support - 3rd line / Investigate	7 working days	No SLA	If a second-line support employee cannot solve your question/problem, we will scale up the ticket to the 3rd-line IT Support. The turnaround time is 7 working days from the moment of the assignment.

Working hours / Working days: If the ticket is created at 03:00 PM, the merchant will receive a first answer before 03:00 PM on Monday.

2.5. eBoarding

Select a service

Select a date and time

Add your details

You are unable to use our premium support if your connection has not yet been accepted while you are using the Business package. In order to accept your connection, all mandatory documents must be submitted. If there is uncertainty about the documents that need to be submitted, then please schedule an eMeeting with an employee from the Underwriting / Boarding department. At PAY. this is also called ''eBoarding''.

Requirements to apply for an eBoarding meeting are:

The contact person submitting the request has a PAY. account and the appropriate permissions. If this person has insufficient rights to answer questions, we will immidiately stop the boarding meeting.
The email address and phone number match the account of the contact person.
Microsoft Teams is installed and updated to the latest version.
There is a working microphone and audio speakers are available on the laptop.

Requesting eBoarding

You can easily make a booking. Send an e-mail to boarding@pay.nl or call 088-88 666 47. An employee of the Underwriting / Boarding department will contact you via e-mail or send you an invitation via e-mail. If you click on the invitation, you will enter the so-called "eBoarding Booking engine". Try to fill in the provided form as extensively as possible. A PAY. staff member can then prepare well for the conversation. You must fill in the fields below:

Choose the duration of the call

15 minutes (normal)
25 minutes

Select a date and time

Choose a day (by date)
Choose a time

Add your details

Email address
Contact phone number
Address (optional)

Let us know in the notes field whether you have special requests.

2.6. eMeeting with Support

Select the preferred service

Select a date and time

Add your details

Add additional information

If you need extensive help, you can request an eMeeting. This way we prevent that many e-mails and tickets are being sent back and forth. This way we also ensure that you are helped quickly.

Requirements for requesting an eMeeting are:

Your organization has an active and a complete PAY. connection.
The person submitting the application has a PAY. account with the appropriate rights.
The e-mailaddress and phone number of the specific person can be found in the user information.
Microsoft Teams is installed on the contact's laptop and updated to the latest version.
There is a working microphone and audio speakers are available on the contact's laptop.

Request a support meeting

You can easily make a booking. Send an e-mail to support@pay.nl, call 088-88 666 22 or send your request via the support chat in the PAY. Admin. A support employee will send an invitation to you via e-mail. If you click on the invitation, you will enter the so-called "Booking engine". Try to fill in this form as extensively as possible. A second-line staff support member can then properly prepare for the e-meeting. Please also fill in the fields below:

If you are a Business customer, it is also possible to plan an e-meeting directly from the PAY. Admin. Click on the Contact icon at the top left or navigate to https://admin.pay.nl/contact. To schedule the eMeeting, click the orange Book an eMeeting button.

Select the subject:

Sales request
Registration & Boarding
Transaction review
Transaction VERIFY (Risk & Fraud)
Plugin installation & configuration
SDK & API Technical Support (2nd Line)
Partner & Alliance (Technical Integration)
Payment Option (Bank, FinTech or Payment Provider)

Select the time

Choose a day (by date)
Choose a time

Add your details

First name, last name and your merchantcode
E-mailaddress
Contact phone number
Address (optional)
If you have any personal wishes or topics you would like to discuss, please enter them in the free input field

Additional information

Transaction ID
Order ID
Webshop order IDs

2.7. eMeeting with your accountmanager

Open the contact information in the PAY. Admin

Click the orange button to schedule an eMeeting.

If you use the Business package and you have a personal account manager, it is also possible to use the PAY. Admin Panel to schedule an eMeeting with your account manager.

Navigate to the PAY. Admin Panel, log in and click on the orange Contact icon (it has the shape of a telephone), at the top you will find the interface. Above the contact information you see a text cloud and on the right side an orange Book your account manager button, please click on it.

You will now be redirected to a new screen. First choose how long the meeting should last and then choose a date and time. Enter the company name in brackets next to your first and last name. Please also enter the e-mailaddress to receive the invitation of the eMeeting. On the right side you have space to fill in your questions / wishes. Provide as much information as possible so that we can prepare properly for the meeting. Finally, enter the subject of the eMeeting and click on the green Reserve button.

3. Certifications

To be able to offer payment services, we have a number of permits, licenses and certifications.

3.1. De Nederlandsche Bank (DNB) license

PAY. obtained a full license as a payment institution issued by De Nederlandsche Bank on 29 July 2013. This has allowed us to:

Execution of direct debits, including one-off direct debits.
Execution of payment transactions through a debit card or similar device.
Execution of credit transfers, including standing orders.
Issuing of payment instruments.
Acquiring of payment transactions.
Payment initiation services.
Account information services.

EU-Passport (out)

Thanks to our EU passport, we can offer our services to merchants in the following countries:

Austria
Belgium
Bulgaria
Croatia
Cyprus
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Hongary
Ireland
Italy
Latvia
Lithuania
Luxembourg
Malta
the Netherlands
Norway
Poland
Portugal
Romania
Slovakia
Slovenia
Spain
Sweden

3.2. Level 1 PCI-DSS

Each year PAY. is screened in a PCI DSS audit in which the operational management, technology, security and other processes of are examined. A certificate is issued by the auditor at the end of this audit. Due to the processing of credit card data, PAY. must comply with the strictest PCI DSS conditions and is therefore Level 1 certified.

Year of issue	Valid until	Document
30th of April 2018	30th of April 2019	2018 - PCI DSS certificate - PAY.pdf
30th of April 2019	30th of April 2020	2019 - PCI DSS certificate - PAY.pdf
30th of April 2020	30th of April 2021	2020 - PCI DSS certificate - PAY.pdf
30th of April 2021	30th of April 2022	2021 - PCI DSS certificate - PAY.pdf
30th of april 2022	30th of april 2023	2022 - PCI DSS certificate - PAY.pdf

3.3. EMVCo 3D Secure Server Product

EMV stands for Europay, MasterCard and Visa, the three payment card systems that together have drawn up a framework for making chip cards payments and chip terminals payments compatible. EMVCo is the legal entity that acts as guardian of the EMV specifications. Every 2 years, the EMVCo issues a certificate to suppliers who process payments with chip cards and chip terminals 3D Secure. Below you will find the certificates of the last 2 years.

Date of issue	Valid until	Document
December 11, 2019	November 20, 2021	2019 - 2021 - EMVCo Letter of Approval – EMV 3-D Secure Server Product.pdf
November 26, 2021	November 15, 2023	2021-2023 - EMVCo Letter of Approval – EMV 3-D Secure Server Product.pdf
June 8, 2023	july 31, 2025	2023-2025 - EMVCo Letter of Approval – EMV 3-D Secure Server Product.pdf

3.4. PCI-3DS

Annually, a PCI-3DS audit takes place in which the technique and security of Credit Card transactions processed by PAY. are screened. At the end of this audit, a certificate is issued by the auditor. PAY. must comply with the strictest PCI-3DS conditions in connection with the application of 3DSecure (3DS) validation methods and is therefore fully certified. Below you will find the certificates as of 2021.

Datum van afgifte	Valid until	Document
8th of july 2021	8th of july 2022	2021- PCI 3DS certificate - PAY.pdf

3.5. ISAE type II

International Standard on Assurance Engagements (ISAE) provides assurance on the quality of controls related to the services that a service organization provides. ISAE 3402 has two types of reports: type 1 and 2. A type 1 report concerns an investigation into the design and existence (the description and implementation of desired control measures). With type 2, the effective operation of the desired control measures is investigated during a specific period.

By law (Art. 4.16 Wft), financial institutions are required to demonstrate that processes are controlled in the event of outsourcing. This means that a financial institution (an insurer or bank) will always require a Service Organization Control (SOC) report from its suppliers before the supplier can provide services to this institution. The financial institution demonstrates through the ISAE 3402 report that all outsourced processes are controlled.

Date of issue	Regards	Document
May 2018	2017	ISAE TYPE 1
14 February 2019	2018	ISAE TYPE II
14 February 2020	2019	ISAE TYPE II
15 February 2021	2020	ISAE TYPE II
14 March 2022	2021	ISAE TYPE II
31 March 2023	2022	ISAE TYPE II

3.6. ISO 27001

ISO 27001 is a globally accepted standard that provides guidelines and best practices for establishing, implementing, maintaining, and continuously improving an Information Security Management System (ISMS). An ISMS is a structured approach to ensure and enhance information security within our organization.

Achieving ISO 27001 certification demonstrates our commitment to information security and our dedication to protecting your data against potential threats and risks. With this certification, you can trust that we adhere to the highest standards in information security, and your data is secure with us.

We continue to strive for enhancing our security measures and processes to keep your data safe in an ever-evolving digital environment.

Issuingdate	Document
2023-06-26	ISO 27001: 2022

4. Getting started

Before you create an account with PAY. you need to establish the following two things:

The package you want to use

Your package choice depends on the payment method you want to use, the number of transactions you expect, and the features you wish to use. Pay.nl offers the following 4 packages:

Pioneer package
Professional package
Business package
Corporate package

Need help choosing a package?

various software packages

The integration method you want to use

The payment solution of PAY. can be linked to your sales location in different ways. Using a:

Plugin
Payment link
Donation link
SDK for developers
API for developers
PAY.APP or CashBoard

Need help choosing an integration method?

various integration methods

Steps list

Steps list

After you have decided which package and which integration method you want to use, we can proceed with the first step: Creating an account. Before you can receive your first live payment you need to complete the following steps Figure: Steps list

Company registration
Create sales location
Integration
Testing
Activate
Setting clearing

The steps are described briefly and contain a link to a more extensive explanation, if applicable.

4.1. Merchant registration

Creating an account

You can create an account using the following URL: https://www.pay.nl/registreren

The registration process consists of 6 easy steps:

Step 1: Country of registration
Step 2: Company data
Step 3: Personal data
Step 4: Your sales locations
Step 5: Package choice
Step 6: Completion

After you have completed these steps successfully, you will receive an e-mail with the confirmation of your registration. In the meantime, PAY. has set up the following for you:

A personal account has been created with your user data.
A merchant (business) account has been created based on the selected package.
The two accounts have been linked to each other. This allows you to log on to your merchant account with your personal account.
The required documents have been created for you based on the authorised signatories you have specified in step 6.
A sales location has been created for you based on the data in step 4.

Need help with your registration?

Take a look at a step-by-step overview of the registration process.

4.2. Create sales location

Create sales location

During registration PAY. has already created a sales location for you based on the data entered in step 4 of the registration process. We are now going to view the sales location, and make changes if necessary.

View sales location

In the Admin Panel, go to the tab Sales Locations https://my.pay.nl/programs/programs.
Click on the 'Change' link in the Options column. This will take you to a panel where you can view and change the settings for the relevant sales location.
General information
Here you can view and change the name of the sales location and the Publication / URL The field category cannot be changed by you. If you want to change the category, please contact your account manager.
Module
Here you can find the way in which the PAY. payment platform is linked to your sales location, for example by means of a plugin or your own implementation. The fields Module and Linked via cannot be changed. You can change the description of your sales location.
Payment options
The payment options that you can select depend on your package and on the category for your sales location. For example, the free Pioneer package does not include a credit card, and Fashion cheque is only shown as a payment method if your sales location belongs to a fashion-related category. Select the checkbox for a payment method you wish to offer to your customers. An overview of all available payment methods can be found in our payment methods documentation
Communication URL
A communication URL is a URL that contains a script for receiving notifications from our servers. With all payment types, our servers issue notifications to you regarding the status of the payment, for example to indicate that an iDEAL payment has been completed successfully. For the field Set exchange you can select the following 3 options:
- No, do not use a communication URL
  Select this option if you use your own implementation and have already set the communication URL via the API, to prevent your communication URL from being called twice.
- Yes, use custom communication URL
  If you use your own implementation and have not set the communication URL via the API, you can enter your communication URL here.
- Yes, via API in plugin
  Select this option if you use a standard plugin. The plugin handles the communication between your server and the PAY. payment platform.

Notifications
Do you wish to receive an e-mail after every successful payment? If so, in the section notifications add one or more e-mail addresses in the field Extra email adress.

No sales location shown?

Is your sales location overview empty or do you want to add a second sales location? You can easily do this yourself

Need help with your sales location?

This step-by-step overview explains all settings for a sales location.

4.3. Integration

Integration

Your sales location has now been set correctly and we can now link it using your preferred integration method:

Plugin
PAY. supports dozens of e-commerce systems for which plugins and hosted solutions are available. For each plugin the plugin documentation contains a step-by-step manual to create the link between PAY. and your webshop.
Payment link
Will you be using payment links? PAY. offers the possibility to use one-time payment links and dynamic payment links.
Donation link
Will you be using donation links? PAY. offers a ready-to-use donations module. Information about the use of this module can be found here.
PAY. SDK and APIs
If you are going to use the PAY. SDK or APIs you are taking care of the link between our platform and your webshop or sales location yourself. Information about this can be found in our developer documentation.

4.4. Testing

Testing

After your sales location has been successfully integrated it is time for the first test transaction. Pay.nl offers the possibility to set a sales location in test mode. This will allow you to easily test all functions of your webshop / website by simulating an actual payment.

Setting test mode

In the Admin Panel, go to the tab Sales Locations https://my.pay.nl/programs/programs.
Click on Live, payments active in the Mode column to set the relevant sales location in the test mode.
Now, make a transaction via your webshop / website and choose a payment method to pay for the order. You will now be directed to the test payment panel of Pay.nl.
To simulate a payment, enter your API Token in the panel and click on the 'Start payment’ button. An API Token consists of 40 characters and is displayed in the sales location overview by clicking on the link Details in the Options column.

Need help setting the test mode?

This detailed overview shows you how to set the test mode.

View test transaction

The test transaction you carried out can be found in the Pay.nl Admin Panel.

In the Admin Panel, go to the tab Transactions » Total overview https://my.pay.nl/transactions.
The test transaction should be listed with the payment profile SandBox. The Status column indicates if the transaction was completed successfully.

Need help viewing a transaction?

This step-by-step overview explains all the transaction details.

4.5. Activation

Activate sales location

If the sales location has been successfully tested, the sales location can go live. End users will not be directed to the test payment panel (SandBox) of Pay.nl, but to the payment panel of the selected payment option.

Making the sales location go live

Your sales location is still in test mode. Use these steps to make your sales location go live:

In the Admin Panel, go to the tab Sales Locations https://my.pay.nl/programs/programs.
Click on Test mode in the Mode column to set the relevant sales location in the live mode.

Required documents

Congratulations! From now on you can receive payments for your webshop or sales location. But we can only pay out your accrued balance after we have received and approved all required documents.

The documents we need from you depend on your package and the legal status of your company. You can find a list of the required documents here:

In the Admin Panel, go to the tab Merchant » Company https://my.pay.nl/my_merchant.
At the top of the screen you will find an overview of all the necessary documents and a link for downloading or uploading the documents.

Need help with providing the required documents?

In this overview the various documents are discussed in detail.

4.6. Additional options

At this point you have successfully created a link between the PAY. payment platform and your webshop or sales location. You may even already have received your first real payment. But PAY. has much more to offer. Here is an overview of options that may be of interest to you.

1. Refunding a transaction

Sooner or later it will happen to every Merchant that a payment needs to be refunded to your customer. In PAY., you can do this with a few clicks, either via the Admin Panel or via the mobile app.


Package	Available from the Pioneer package.
Manual	Available

2. Dashboard

The Dashboard offers a convenient overview of statistical payment information, including the latest transactions and clearings, day and week comparisons, and a search function.


Package	Available from the Pioneer package. The payment mix statistics and the comparison graphs are available in a Professional or Business package.
Manual	Available

3. Create a custom payment link

Via our Admin Panel or via the smartphone app, you can generate a unique one-time payment link for a customer, in which you can specify the amount, the expiry period, a description, and the Sales location for which the payment is intended. If required, you can send the generated payment link directly to your customer via our system.


Package	Available from the Pioneer package.
Manual	Available

4. Setting up second chance

Every webshop owner will be familiar with this: Cancelled payments, and customers who at the last moment decide not to order. Wouldn't it be great if you could give your customer a second chance to make the payment? This is possible with the feature second chance of PAY.


Package	Available from the Pioneer package.
Manual	Available

5. Setting the iDEAL backup plan

Via the PAY. iDEAL backup plan you can offer your customers an alternative way of paying if iDEAL or the bank preferred by the customer is not available.


Package	Available from the Pioneer package.
Manual	Available

6. Protecting your account

By default, you always log in with your user name and password. Would you prefer additional security for your personal account? PAY. offers validation options via text messages, Google Authenticator and forced IP validation.


Package	Available from the Pioneer package.
Manual	Available

7. Maximum statistical insight

Insightful statistics are of crucial importance to your business. Of course, you will receive an overview of paid transactions with many information fields. Via management reports you can view the turnover for past periods, by Sales Location or by payment method. Clients with a Business package or higher receive trend reports, allowing you to measure increases or decreases in particular activities.


Package	Available from the Pioneer package. Statistics trends require a Professional package
Manual	Available

8. Accept credit card payments

From the Professional package you can accept credit card payments. At this moment we support VISA, Mastercard, Postepay, Carte Bleue, Nexi, Dankort and American Express credit cards.


Package	Available from the Professional package.
Manual	Available

9. Use direct debit

Direct Debit is a payment option that automatically debits amounts from the customer’s bank account. This is possible on a recurring basis (subscription) or for a one-time payment. You can easily add manual direct debit payments via the Admin Panel. Do you want to automate the process? You can use an SDK or API. Direct debit payment is supported by the Professional package and higher.


Package	Available from the Professional package.
Manual	Available

10. Using trade names

By default, payments to you by your customers made through our system are paid to 'Stichting Pay inzake Your Company Name'. If you have the Professional package of higher, you can add a trade name as your public name. This trade name will then be used everywhere in the system (instead of your company name), with every payment, refund, and information request.


Package	Available from the Professional package.
Manual	Available

11. Adding employees and rights

Do you want more than one person to have access to the merchant account? This is possible from the Professional package. You can set the user rights per employee. For example, you can create an account for your web builder, that does not provide access to your financial information.


Package	Available from the Professional package.
Manual	Available

12. Clearing to several bank accounts

From the Business package, you have the possibility to have you Balance cleared to different bank account numbers. For each Sales Category that uses our payment solutions you can add an account.


Package	Available from the Business package.
Manual	Available

13. PAY. APP

View and refund transactions, view the turnover for the last couple of days, or send a payment link. All this is possible via the PAY. APP for Android and iPhone.


Package	Available from the Pioneer package. The options 'Pay with credit card' and 'Receive push message after transaction' require a Professional package.
Manual	Available

4.7. Setting clearing

Setting clearing

After successful registration with Pay.nl you can log in to the Pay.nl Admin Panel . Use your personal account date (e-mail address and password) for logging in. When you are logged in, we are going to set how often you want your credit balance to be transferred to your bank account (this is called the clearing frequency).

Setting the clearing frequency

• In the Admin Panel, go to the tab Merchant » Invoices https://my.pay.nl/balance.
• The settings contain the field Clearing frequency with the following options:
- Daily
  We check every working day if there is a credit balance for you. If so, we will perform a clearing.
- Weekly
  We check every week if there is a credit balance for you. If so, we will perform a clearing.
- Monthly
  We check on the first working day of every month if there is a credit balance for you. If so, we will perform a clearing.
• Select the desired clearing frequency and click on the 'Save' button at the bottom of the page to set the clearing frequency.

Other settings

In addition to the clearing frequency, on this page you can change the settings for the options Booking period and Clearing from. Almost all merchants use the default values Month and Direct. Detailed information on these two fields can be found here.

Need help with your settings?

Take a look at a step-by-step overview of the setting process for clearing.

To access your Admin Panel, go to the following URL: https://my.pay.nl.

Enter the email address and password for your personal PAY. account and click on the button “Log in”.

If logging in fails, you can reset your password. If you do not have a PAY. account, you can create one for free. If logging in fails, you canReset your password. If you do not have a PAY. account, you can create one for free.

5.1. Account activation and two-factor authentication

Secure account with OTP

Secure account with SMS

Enter the code from the Google Authenticator app into the PAY. Admin login screen

When you register with Pay., you create an account using your personal email address. After activating your account, choosing a (secure) password, and enabling 2FA, you will gain access to the Admin Panel. Here you can see the transactions that Pay. has processed for you. You will also have immediate insight into your achieved revenue and can issue refunds to end customers.

The Admin Panel stores confidential payment information for your business. It is important that your account is and remains well protected. Therefore, it is mandatory to secure your personal account with 2FA.

Set up access security after registration:

Go to your email and click the link to activate your account
Enter a self-chosen (secure) password
Choose a 2FA method (OTP or SMS)
Enter your phone number or scan the QR code

Change access security:

Go to Pay. Admin Your account details
Scroll to the section User details
Click on the Tools icon
Choose an access security method from the dropdown:
- Via Authenticator (Google or Microsoft). Scan the QR code and enter it together with your password.
- Validation code via SMS. You will receive an SMS, enter this together with your password.
Click the 'Save' button at the bottom of the page to save your changes.

Install Authenticator App:

To use the Google or Microsoft Authenticator you must install the corresponding app. Below you will find the download location for Apple and Android devices:

Device type	Google Authenticator	Microsoft Authenticator
Apple	App Store	App Store
Android	Google Play	Google Play

5.2. Forgotten password

If you have forgotten the password of your PAY. account, you can easily reset it.

Step 1: Click "Forgot password?" on the login screen.

Step 3: You will receive an email with a link to reset your password.

Resetting your password

Click the ''Forgot password?'' link on the login screen of the PAY. Admin Panel.
In the Email address field, enter the email address of your personal PAY. account and click the ''Send'' button.
You will receive an email with a link to reset your password at the email address you provided. The link is valid for 15 minutes from the moment of request.
Click the link in the email and enter your desired new password.

5.3. 2FA lost

2FA

Have you lost your mobile phone? This means logging in with 2FA is no longer possible. To solve this issue, please follow below steps (we will record this request in your Pay. file):

Send Pay.’s support desk an e-mail from your email address, requesting us to reset 2FA. Keep in mind that this e-mail address should already be registered in Pay. Admin as a user and has been given at least employee level access rights.
After sending the email with the request to disable 2FA, you will automatically receive a ticket number.
Now contact the Technical Support Desk on 088-88 666 22 and indicate that you can no longer log in, and have sent an e-mail to support@pay.nl. Mention your ticket number so that one of our employees can assist you even faster.
Verify your identity during the call by answering a few questions. Once verification is complete, we will deactivate your 2FA.
Reactivate 2FA after your first login attempt.

5.4. Blocked account

Login temporarily blocked

PAY. may temporarily or permanently block your account. In the case of too many incorrect login attempts, access to your account will be blocked for an initial period of 15 minutes. If new irregularities are detected during this blockade, it is possible that we may block your account for a longer period or permanently.

Additionally, it is possible that a newly created user within our platform must first be manually checked. You will then immediately receive an invitation from an administrator of your merchant account, but you will not be able to log in yet. Once a PAY. employee has verified your account, you can log in. We may ask you to provide additional identification documents before we activate your account.

6. Packages

PAY. tries to customise its services to the requirements of the client. For that reason we offer 4 different packages.

PAY. has in-depth cooperations with some partners and platforms. This means our payment solutions are fully integrated in the partner's platform or software. For the customers of these Alliance Partners (Submerchants) PAY. offers a package in which the features, payout speeds and rates depend on the type of service and cooperation with this partner. The setup is determined in consultation with the partner. This partner is therefore your first point of contact, PAY. cannot just change features or switch (payment) options on or off.

Alliance merchant

6.1. Package price

The prices (excluding VAT) for the various packages are listed below.

	Pioneer	Professional	Business	Corporate
Monthly fees	Gratis	€ 35.00	€ 89.00	€ 250.00
Setup costs	Free	Free	Free	Free

Upgrading of a package is possible at any time via your Admin Panel. You pay for a package for a duration of 1 year; your subscription is then extended by periods of 3 months.

6.2. Features

PAY. has developed several features that enhance the capabilities within your package. The main features and services are listed below.

	Pioneer	Professional	Business	Corporate
Options
Clearing frequency	Every Tuesday	Daily	Daily	Daily
Clearing costs	Free	Free	Free	Free
Number of sales locations	3	5	10	Unlimited
Accounting program exports	Basis	Advanced	Advanced	Advanced
Create payment links
Perform refunds
Plugins
Second chance module
iDEAL backup plan
SMS module
Download module
Members module
Donation module
Mobile app
Referral rewards
Exchange logs
Credit card payments
Direct Debit payments
Using your trade name
Add employees
Rights per account
Own service number ^*2
IVR Manager ^*2
Multiple bank accounts
High risk payments
SMS Subscription service
Affiliate package
Support & Service
Support by telephone ^*3	09:00 - 17:30	09:00 - 22:00	09:00 - 22:00	09:00 - 22:00
Support by chat ^*3	09:00 - 17:30	09:00 - 22:00	09:00 - 22:00	09:00 - 22:00
Support by e-mail
24/7 Repair service
End-user support
Service level agreement
Personal account manager
Statistical Insight
Transaction overview
Payment mix overview
Management overview
Trends insights
Comparison charts

^*1 PAY. acts as a distributor; to use its services you need to create an account with the payment method.
^*2 Additional fees are charged for these features. Ask for a quotation without any obligations.
^*3 Paid packages receive premium support on Monday to Friday, until 22:00.

6.3. Alliance package

In addition to the 4 standard packages, PAY. offers another package: The Alliance package. With this package you can offer your business customers the possibility to receive payments within your own system. The Alliance package is suitable for:

Webshop developers that offer a hosted solution (SaaS-oplossing) to many customers.
Donation websites (that receive payments for multiple charities).
Product comparison websites (or APP’s) that receive payments for many providers.
Franchise chains (where payments are received on behalf of franchisees).
Food delivery websites with multiple reataurants.
Ticketing providers with multiple event organisers.
Reservation systems.

You invoice your customer for your services, including the transaction costs. Your customer only needs to sign and upload the 'single-page' agreement with Pay.nl once, and they can get started.

Video	Description
	PAY. Alliance Alliance instruction video: How does it work, and for what e-commerce websites / systems is it suitable?

Would you like more information about the Alliance package? Please feel free to contact our Alliance Manager.

6.4. Upgrading

Would you like to benefit from special rates, or do you want to use a feature from a higher package? You can easily upgrade your package via the Admin Panel. You can then immediately use the features of that package, and the rates for the new package will apply from the moment you upgrade.

Change package options

Set up new package

In the Admin Panel, go to the tab Merchant » Company https://admin.pay.nl/my_merchant.
Under 'Agreement' you see your current package. Click on the link 'Change package options' next to your package. Figure: Change package options
A pop-up window 'Change package options' opens. At the top of the pop-up the PAY. package you currently use is shown in pink. Figure: Your current package You can select all options that belong to your package. You can only view options that belong to a higher package.
To upgrade to a higher package, click on the desired package at the top of the pop-up. The colour of this package will change to pink. The options included in that package will be available immediately and can be selected.
• Click on the 'Save' button in the pop-up to perform the package upgrade.

6.5. Activate package options

PAY. has already activated the most used features and payment methods within the package for you, so you can start using them immediately. For reasons of keeping the Admin Panel transparent, it may be necessary to activate some options before you can use them.

Change package options

Available package options

Activate a package option

Examples of package options that need to be activated first:

Payment method PayPal Pioneer package
Payment method SEPA Direct Debit Professional package
Payment method Credit card Professional package
Feature Second Chance Pioneer package
Feature iDEAL Backup Pioneer package
Feature show Tradename Professional package
Feature clearing multiple bank accounts Business package

Change package options

In the Admin Panel, go to the tab Merchant » Company https://admin.pay.nl/my_merchant.
Click on the link 'Change package options'. Figure: Change package options
A pop-up 'Change package options' opens. Of course, you can only select the options available in your package. Options for which you need a higher package are shown in grey Figure: Available package options and can only be viewed. Do you want to use the features and payment options of a higher package? You can upgrade your package yourself with just a few clicks.
Look for the option you wish to use in the pop-up and make sure the checkbox is checked Figure: Activate a package option.
Click on the 'Save' button in the pop-up to implement the package changes.

7. Merchant (company)

Your M-code

If you choose PAY. to process payments for your organisation, we will refer to your business as “The Merchant.” When you communicate with PAY. , we may ask for your merchant code. This code starts with the letter M, followed by two strings of four digits each, e.g. M-9898-6565.

7.1. Sign-up

You can register your company with the following URL: https://www.pay.nl/en?register.

Access to multiple companies

Personal upper bar

Multiple companies?

PAY. provides merchant connections per unique company (COUNTRY + business registration). If you want to register multiple companies, you must submit each company separately. We are obliged to audit every company according to the same rules. You must therefore always go through the full acceptance procedure.

Register with an e-mailadress that you have already used before

If you already have a personal account and you enter your e-mail address and password during the registration process (step 3), your personal account will be directly linked to the added merchant account. If your personal account has already been checked and you have supplied the requested documents for identification, you do not need to add the documents all over again. If you use a new e-mail address, we may change your account during the identification procedure. If you log in with your personal account, you will then be able to switch between the companies you have access to in the top right of the Admin Panel menu.

Affiliation to a parent company

It is possible to obtain a connection with the parent company (holding company) of a company. You must purchase the business package once from a parent company. This way you can avoid having to pay package and compliance costs multiple times.

The difference with 'multiple companies'

You can use this construction to create reports based on your total turnover without having to switch. You can add a turnover group and/or sales location per subsidiary, which means you can manage your reports and you can also split your financial flows.
You cannot give your users limited insight into a part of the turnover. A user with all permission will see the entire turnover of the parent company.

Video	Description
	Registering with PAY. Instruction video: Registering with PAY. in 6 easy steps.

7.2. UBO's en legal representatives

Linking additional persons

The terms of our licence require us to verify the identities of directors and UBOs and UBOs . We do so by creating a personal account for every director who has signed our agreement, to which they can then add a copy of their ID. For the UBO, we record the data that you provide by filling out the UBO form or we use data from trade registers. In order to verify these data, we may ask for this person’s ID, which they can add to their personal account.

UBO

Ultimate Beneficial Owner: A person who has a stake in the organisation’s profits. Foundations or other non-profit organisations have pseudo UBOs. These are the natural persons who, although they do not have a stake in the profits, do have a say in what is done with the organisation’s funds.

Direct UBO (e.g. shareholder of a private company, a general partnership or the owner of a one-man business).
Indirect UBO (when a holding or foundation administration office is located hierarchically above the business)
Pseudo UBO (persons who have a say in or are the owner of a non-profit organisation).

Example of a private company

Peter and Paul both own the shares of a business. Paul is the company’s director and has a stake of 70%. Peter owns the remaining 30% of the shares, which he has placed in his holding: “Peter Management.”

Paul is 70% direct UBO.
Peter is 30% indirect UBO.

Example of a foundation

Janneke is the treasurer of the “Help a Child” foundation. Francien and Carla are the directors, while Mieke handles the administration.

Janneke is pseudo UBO, because, as treasurer, she has access to the foundation’s funds.
Francien is pseudo UBO.
Carla is pseudo UBO.
Mieke is not an UBO, because she does not have a say nor can she access the foundation’s funds.

Example of a general partnership

Tim and Tom are the co-owners of a general partnership

Tim is 50% direct UBO.
Tom is 50% directe UBO.

Example of a one-man business

Puck owns a one-man business.

Puck is 100% direct UBO.

7.3. Add Employees

From now on you can add multiple users to your connection with every PAY. package. This is ideal if you manage your website together with colleagues or if you want to give your accountant or web builder access.

You can assign separate right groups to each personal account. This way you can for instance give your web builder access to all functions except financial data.

Activate extra employees

Activate additional employee accounts option

The option 'Additional employee accounts' is not activated by default. You can activate this option via the link 'Change package options' on the tab Merchant » Company https://admin.pay.nl/my_merchant. Make sure the option 'Multiple users' Figure: Activate extra employees in the pop-up is checked.

Need help with activating?

More information on activating a package option can be found here. Do you want to make use of the option 'Additional employee accounts' but does your current package not support this option? You can easily upgrade.

Add employees

Invite employees

Setting notifications

Creating additional employee accounts

In the Admin Panel, go to the tab Merchant » Users https://admin.pay.nl/company/accounts.
Under 'Users', click on the 'Add’ link Figure: Add employees.
Enter the Email address and other data of the person you want to add to the merchant account Figure: Invite employee.
Indicate per subject whether the employee may receive notifications or not Figure: Setting notifications.
You can assign 'all rights of the merchant' to an account or select a specific group of rights. Next to the name of the rights group you can see the options that are accessible.
Click on the 'Save’ link in the pop-up!.

After you have invited the person, they will receive an e-mail with the request to link their personal account to the merchant account. They can easily do so using the link included in the e-mail. If the person does not yet have a personal account with PAY., the person is first asked to enter a password.

Video	Description
	Add users Instruction video: Setting up additional users with their own rights.

7.4. Look & Feel

It is possible to personalize the Credit card payment screen with a:

Logo
Background
The colors of your corporate identity

Example payment screen for category Car & Motor

Example payment screen for category Baby & Kids

Example payment screen for category Fashion

To add your first layout, go to Manage > Sales locations and click on Change. Scroll to Look & feel and click on Add.

Fill in the style/color fields and upload a background and logo (optional). Below you will find more information:

Style	Explanation
Control status	`Under review` or `Reviewed`
Name	The name of the layout in the PAY. Admin. The name is not shown on the payment screen.
Background	We recommend an image with a resolution of at least 800*600 pixels. The image is automatically resized to the full width and height of the screen.
Logo header	We recommend a PNG file with a maximum resolution of 640*150 pixels and a transparent background. This image is placed over the background and above the map data.
Icon	This style field does not apply to the credit card payment screen.
Spot color	This style field does not apply to the credit card payment screen
Header text	The color of the company name and description must be in contrast with the background. Enter the color code without #
Knop achtergrond	Colors of the buttons must be in contrast with the color white. Do not choose light colors. Enter the color code without #
Button text	Color of the text in the button(s) must contrast with the button's background color. Enter the color code without #

When you've checked your layout click Save. If you want to see a preview of the page, first save your settings and then click on Preview.

When you have added a new Look & feel, the default status is Under review. An employee of our Supportdesk will check the new Look & feel within 1 working day. The status will then change to Reviewed. If the layout is approved, you will receive a notification.

7.5. Access by partner

Editing access

Granting access to the Business Partner

Revoke access of the Business Partner

When your account has been created by or via a PAY. Business Partner, it is possible to grant this Partner access to your Merchant account. The Partner can retrieve your API credentials to setup the technical implementation and possibly support in completing your Merchant file. It is also possible for the partner to turn payment options on and off, or to activate options within your package. When the connection has been set up, the partner can imitate to your Merchant Account to perform these actions.

Granting access

To grant access to your Partner, you can view the partner connection via your Company details page under the Agreement headerFigure: Granting access to the Business Partner . Click on the Partner to view and manage the access. Then press the green button to grant access.

Revoking access

To revoke access to your Partner, you can view the partner connection via your Company details page under the Agreement header Figure: Revoke access of the Business Partner. Click on the Partner to view and manage the access. Then press the red button to revoke the access.

7.6. API Tokens

API token overview

We use API tokens to connect your software to PAY. ‘s technology. A token consists of a code (AT-1234-1234) and the actual token itself (between 32 and 64 characters). By default, each merchant has a single API token, although you can add an unlimited number of tokens from the professional package.

Adding an API token

Account or token?

A person has an account with a username and a password, with which they can perform actions, depending on which permissions have been enabled.
A system has an API token with a code and a hash, with which it can perform certain actions, depending on which permissions have been enabled.

IP security

If you choose to use IP security to make your API tokens even more secure, you can submit a server list to us. In your overview, the token will be marked with a green padlock icon.

Assigning permissions to tokens

Both an account and an API token are linked to one or more permission groups. Whereas accounts often receive a combination of permissions, an API token generally only needs permission to initiate a transaction and retrieve the status. If you want to issue refunds via your software, you must assign refund permissions as well.

7.7. Tradenames and brands

By default, payments made by your customers via our system are paid to Stichting Pay on behalf of “your company name,” along with a payment reference. From the Professional package, you can add you own tradename. That means your customers will see your tradename instead of your company name on both the payment screen and their bank statement.

Activating the option to use your tradename

Activating the option to use your tradename

The option to use your tradename is not activated by default. You can activate this option via the “Change package options” link on the tab Merchant » Company https://admin.pay.nl/my_merchant. In the pop-up window, make sure to check the “Public / Tradename” option Figure: Activating the option to use your tradename.

Need help with the activation?

More information about activating a package option can be found here. If you want to use your tradename, but your current package does not support this option, you can easily upgrade your package.

Adding a tradename

Tradename added

1. Adding a tradename

Once you have activated the option to use tradenames, you can add the tradenames you want to use. To do so, follow these steps:

On your Admin Panel, go to the tab Merchant » Company https://admin.pay.nl/my_merchant.
Under “Company information,” you will see the field marked Tradenames Figure: Adding a tradename. Enter the tradename you want to use. If you want to add more than one tradename, use the green plus icon to add another name.

The “Professional” package lets you add one tradename. You can add an unlimited number of tradenames from the “Business” package.
Click on the “Save” button at the bottom of the screen.
If the tradename you added is included on the COC extract and we can validate it automatically, it will be approved immediately. If that is not the case, the tradename will be shown in orange. Figure: Tradename addedThis means that a PAY. staff member must first verify your chosen tradename. In most cases, this will happen within 24 hours.

Change service

Setting up your tradename

2. Setting up your tradename

Once you have added a tradename, you can link it to the sales location (web shop) for which you want to use it.

3. Domain name as tradename

PAY. can only show registered tradenames in payment descriptions. You can list the URL in the description. If you want to show “Webshop.nl via PAY.nl,” you must register your domain name as a tradename with the Chamber of Commerce, the CBE registry (Belgium) or a similar organisation. After doing so, you can use your domain name as a tradename.

7.8. Clearing accounts

The funds that the PAY. Foundation manages for you can be periodically transferred (cleared) to your bank account. This is known as your clearing account. A clearing account has to meet a number of conditions.

Your clearing account:

Must be an IBAN number in the SEPA area
Must be registered to your company name or registered tradename.
Must be a business account.

II use my private bank account for my business as well. Is that allowed?

We do not allow private bank accounts to be used as clearing accounts. Contact your bank to open a business account. The reasons for this restriction are described in our blog at www.pay.nl/blog/waarom-altijd-een-zakelijke-bankrekening.

View based on a single clearing account

Adding a clearing account

You can add a clearing account by going to 'Merchant -> Company information'Company information” in the Admin Panel. The “Bank information / Clearing account” section contains the option to add a new account. You can do so by making a payment in the amount of €0.49. This amount is added to your balance after you complete the payment. You can also reimburse the payment to your account once the verification process is complete. If you wish, you can add the bank account manually by entering the name of the account holder, the account’s IBAN number and possibly your BIC code. If you choose to manually add an account, you must submit a copy of a bank statement for verification purposes.

If you have already added an account and have not activated the “Multiple clearing accounts” option, your previous clearing account will be overwritten.

View based on multiple clearing accounts

Adding multiple clearing accounts

If you want to add multiple clearing accounts, for example because you want to divide your revenue, you can activate the option to do so in the Business package. After this upgrade, you can add an unlimited number of clearing accounts. The aforementioned verification procedure must be repeated for each bank account you add.

7.9. General data

Contact information
Please provide the contact information of your company. These can also be sent to the payment options for boarding purposes.

7.10. Deposit & rolling reserve

Deposit visible in financial overview

The different payment options we offer each carry their own risks. For some payment options, the risks are limited (i.e. iDEAL and Bancontact). PAY. is a licensed financial institution that handles payments for businesses. If a business should go bankrupt, we have a reputation risk but no financial risks. This is different for credit card payments where the chain is responsible for any losses due to chargebacks. If a business goes bankrupt, the issuing bank will reclaim the amounts from PAY. via a number of intermediate parties. If a business goes bankrupt, the financial institution will still have to pay these amounts which is why credit card payments are often subject to higher risk premiums in the form of extra percentage points. In accordance with the terms of our licence and in order to secure third-party funds, PAY. has a mandatory equity capital (at least € 1.000.000,-). This amount of money allows us to guarantee the unpaid amounts to our merchants and cope with any losses incurred when a merchant goes bankrupt. To ensure that all of our clients' funds are safe, we may opt to use a deposit, a rolling reserve or delayed payments with a release term for certain businesses.

Fixed deposit

A relatively clear option is to set up a fixed deposit. This means that a fixed amount of the business balance is frozen. This amount is safely stored in PAY.‘s Stichting Derdengelden account and will be made available when the risk profile of the business is lowered. If new or larger risks occur, the deposit amount may be raised instead.

Rolling reserve

A rolling reserve is a certain part of a business revenue that is frozen for a certain period of time. For example, we may decide to pay out 10% of your credit card traffic after 180 days. This does make the payment process more complex because you will receive 90% of a payment after five days and the remaining 10% after 180 days.

Release term

The release term is a period during which an entire transaction remains under PAY.'s control because we have not yet received the amount in question from the chosen payment option or because we use this time to cover small risks. In practice, an extended release term is an efficient way to prevent fraud and abuse by businesses, but it does not help in case of a bankruptcy. The latter usually occurs suddenly and we cannot hold on to a businesses' revenue indefinitely.

Factors that increase a company's deposit

Your company has a large number of bad reviews or disputes
Your company makes use of a relatively large percentage of high-risk payment options
Your company has an extended period of time between order and delivery, e.g. for (plane) tickets
Your company has submitted its annual figures late
Your company has a low credit score
Your company is active in a sector with a high risk of bankruptcy
Your company has a low profit margin
Your company is active for a short time
Third parties involved
Your company has a high financial gearing
Your company's directors are not shareholders or only have minority shares
Your company, the holding company or a director has previously been involved in a bankruptcy
Failures in reporting directorial or shareholder changes in a timely manner
Your financial statements have not been submitted to the Chamber of Commerce in time or do not provide insight (financial position)

Factors that lower a company's deposit

Your company uses a lot of low-risk payment options.
Your company has been a client of PAY. for a long time and has had few disputes, low chargebacks, fraud rates and MOI reports.
Your company provides clear insight into your payment traffic and delivery data.
Guarantees provided by UBOs or other external parties.
Your company has existed for a long time with a good reputation.

Objecting to a deposit amount

PAY. cannot simply set a deposit amount. There must be a proper reason and the deposit amount must be fair and reasonable. If we raise your deposit amount significantly, we will record our reasons for doing so internally. If you are dissatisfied with your deposit amount, you can file a complaint via compliance@pay.nl. Please state clearly how the deposit amount has unfairly impacted your business and what guarantees that you can offer to lower your company's risk profile.

Retaining a deposit isn't free.

The terms of our licence state that we must properly store all third-party funds, including deposits. Storing funds is not free for PAY. Financial institutions charge each other for this service. More information is available at Euribor rates Europe. We will not charge you for holding amounts up to € 100.000,-. If you want us to hold on to funds for more than five working days, we may charge a service fee. We will discuss this with you beforehand.

7.11. Change company registration

If you change your legal form, you must submit a new PAY. registration. We recommend that you go through these steps in good time, so that when your original company is de-listed from the business registry, your new registration will already be active.

Which documents do you have to resubmit?

You must provide the typical business documents. Your new business needs to be fully mapped out by PAY., irrespective of whether this may already be known to us in a different legal form. Use your personal PAY. account (email address and password), this way you do not have to resubmit your personal documents such as your ID.

Can I view my old transactions?

A new company, created with your original email address, gives you the option to switch between them. However, please note: If you change authorization data, such as TOKENS and SERVICEIDs in an additional system, you may not be able to automatically refund when you replace this data with that of your new connection.

7.12. Data Processing Agreement

Download and upload the data processing agreement

We are the processor of your data. To ensure that you comply with the rules for processing personal data (GDPR), we have a data processing agreement drawn up that you can offer to us after signing.

Download the data processing agreement by logging into the PAY. Admin Panel. Click on the Merchant menu, then click on Company Information. You can download the data processing agreement by clicking on ''download the data processing agreement draft''.

When you have uploaded the document, you will see a round orange symbol ("being checked"). When the check is complete you will see a green tick ("approved").

7.13. Fair use policy

PAY. uses a fair use policy. That means that our rates are based on normal use. Normal use is defined as 'average use', which is regarded as ‘fair use’.

The motivation behind the fair use policy is simple. Almost all our clients are in the category 'Fair', or occasionally in 'Raised'. If you are in 'Exceeded' or 'Excessive' something is wrong. Often this is due to bad technology, incorrect implementation, incorrect communication with your customers, or deliberate abuse. There are several aspects that are monitored by us. To make our process transparent to you, we have created a combination of guidelines for payment options and the limits we use.

Indicator	Fair	Raised	Exceeded	Excessive
Charge backs for credit cards	< 5 or < 0,3%	0.3 to 0.5%	0.5 to 0.75%	> 0.75%
Fraud reports on credit cards	< 10 or < 0.6%	0.6 to 0.75%	0.75 to 1.0%	> 1.0%
Customer reversal of SEPA direct debit	< 25 or < 5.0%	5.0 to 7.5%	7.5 to 10.0%	> 10%
Unjustified direct debit notices in SEPA direct debit	< 5 or < 0.1%	0.1 to 0.2%	0.2 to 0.25%	> 0.25%
Fraud via IBAN	< 10 or < 0,2%	0.2 to 0.3%	0.3 to 0.5%	> 0.5%
Disputes in PAY.	< 3 or < 0.2%	0.2 to 0.5%	0.5 to 1.0%	> 1.0%
Communication failure (Exchange)	< 100 or < 1.0%	1.0 to 2.0%	2.0 to 2.5%	> 2.5%
Generated API errors	< 100 or < 1.0%	< 1.0 to < 1.5%	< 1.5 to < 2.5%	> 2.5%
API requests vs TRX ratio	< 1000 or < 4x	4x to 5x	5x to 6x	> 6x
TRX vs success	< 100 or > 60%	60% to 40%	40% to 25%	> 25%

7.14. Acquisition of business activities

Wordt jouw webshop, website of bedrijfsactiviteit overgenomen door een andere onderneming en wil de nieuwe eigenaar gebruik blijven maken van PAY., dat kan. Ben je bestuurder en tekenbevoegd, stuur ons dan een e-mail vanaf het bij PAY. geregistreerde e-mailadres met de onderstaande gegevens:

1. KVK nummer

2. Geldig BTW nummer

3. E-mailadres contactpersoon

De afdeling boarding neemt contact op met de nieuwe onderneming en verzorgt z.s.m. de registratie bij PAY. De kosten van dit verzoek bedragen €85,00.

Wil je geen gebruik maken van deze service, dat is prima. De nieuwe onderneming kan zich dan zelf registreren via Pay.nl/registreren. De acceptatie volgt dan de standaard procedure.

7.15. Cancelling your agreement

Cancel agreement

Please follow the steps below if you want to cancel your PAY. account:

Navigate tot he Admin Panel and click on the tab Merchant » Company information https://my.pay.nl/my_merchant.
Navigate to Contract » Package » and click the 'Change contract and features' link.
A popup will be opened. You can terminate the agreement by clicking the Cancel button located at the bottom of this popup.

Indicate on which date you want to cancel the agreement. Based on your contact addidtional costs may be charged. Finally click the button 'Cancel your agreement'. A confirmation by email will be send.

Contract periode

The Pioneer account can always be canceled free of charge. A minimum contract period of 12 months applies to a paid package. This package can then be canceled with a three months' notice. If you upgrade to a higher package, you are concluding another one-year contract.

If you want to prematurely terminate your agreement and thereby close the full access within your account, you will receive a discount of 50% on the remaining package costs. After the cancellation you will no longer have access to payment data from the past. You will also no longer be able to receive or refund payments.

After the agreement has ended, authorized signatories have 35 days to view or export any data. The data is then archived. From this point on it is no longer possible to receive or refund payments. If you wish to make longer use of our services, you can extend your agreement within these 35 days.

Returning hardware

After termination of your agreement, you must return the rented, leased or demo hardware. If you want to keep the hardware, you don't have to report anything. We will automatically charge the replacement value after 2 weeks.

Deposit or rolling reserve

If you have paid a deposit, we will determine whether this deposit is still necessary within 2 weeks after the end of the agreement. A rolling reserve expires in the regular manner, even after your agreement has been canceled.

8. Personal account.

Access to multiple merchant accounts

Every PAY. user will receive their own personal account. A user account cannot be shared with any third parties. Your email address and password grant you access to one or more businesses.

When you communicate with PAY. , we may ask for your account code. It starts with the letter A, followed by two strings of four digits each, e.g. A-0123-5678.

8.1. Terms of use portal

Welcome to PAY.’s merchant administration portal, which is accessible to designated persons by your company to support the receipt and proper use of the Services of PAY. by your company. Your use of the PAY. merchant administration portal and the information, services and functionalities available through this portal (collectively referred to as the "Portal") is governed by these Terms of Use ("TOU"). These TOU describe your rights and responsibilities upon using and/or accessing the Portal. PAY. reserves the right to update these TOU at any time without notice to you. The most current version of these TOU can be found at the "Terms of Use" hypertext link available during log-in and located at the bottom of the Portal web pages. You may only access or use the Portal if you agree to these terms. If you do not agree, do not access or use the Portal. By using the Portal, you are fully accepting all these terms and conditions, and giving your irrevocable consent thereto, including to Pay.nl’s collection, use, disclosure and retention of your personal information, to the limitation of liability and PAY.’s legal responsibility as described hereunder. Any terms not defined herein shall have the meaning as attributed to them under the agreement signed between your company and PAY.

Account, password and security

You acknowledge and agree that you are an Authorized User by your company. “Authorized Users” shall mean an individual, such as an employee or other personnel of your company or of any other third party, to whom your company has designated to use the Portal. In order to receive access to the Portal, your company shall complete and submit the registration process as prescribed by PAY. You must complete the registration process by providing PAY. with current, complete and accurate information as prompted by PAY. In the event Pay.nl becomes aware of any information as provided by you to be inaccurate, PAY. shall have the right to take any and all measures it deems fit given the circumstances. PAY. shall notify you of the login ID, password and other necessary information to use the Portal and you are required to manage any additions and changes to your account. Any changes to your company’s details must be administered by you within fourteen (14) days after such change has taken effect. You may only hold one account. You acknowledges that through your account you are able to view the contents of (payment) services provided to and transaction information of your company contained in the Portal and/or submit Service Channels, initiate Refunds and/or Transfer Orders, add or remove payment methods and/or dispute Chargebacks available through the Portal. PAY. shall not be liable for any damages caused by any additions, changes and removals of users upon your/your company’s request or any actions undertaken by you through the Portal. You are entirely responsible for maintaining the confidentiality of your password and account and for any and all activities that occur under your account. You agree to notify PAY. immediately of any unauthorized use of your account or any other breach of security. PAY. will not be liable for any losses you incur as a result of someone else using your password or account, either with or without your knowledge. However, you could be held liable for losses incurred by PAY. or another party due to someone else using your account or password. You may not use anyone else's account at any time, without the permission of the account holder. PAY. is committed to ensuring that your/your company’s information is secure. To prevent unauthorized access or disclosure of information accessible through the Portal, PAY. has physical, electronic and managerial procedures in place to keep the information safe. Communication with our Portal is secured using SSL technology with high-security encryption. Despite PAY.’s efforts, PAY. cannot guarantee that the Portal may not be accessed, disclosed, altered or destroyed by breach of PAY.’s administrative, managerial and technical safeguards. If PAY. learns of a security systems breach, PAY. will notify you electronically so that you can take appropriate protective steps.

Acceptable use

You may use the Portal only for lawful purposes and in accordance with these TOU. You acknowledge that your account is personal to you and agree not to provide any other person with access to this Portal or portions of it using your user name, password or other security information. You shall utilize the Portal in compliance with the requirements and/or instructions that PAY. may specify. PAY. shall not be liable for any results attributable to events or incidents caused by the use of the Portal under conditions not in compliance with the requirements and/or instructions as specified by PAY. You are responsible for protecting your computer against interference, spyware or viruses that may be encountered for downloaded items from the service. We recommend you install a virus protection program on your computer and keep it up to date. When using the Portal, you may not: (i) use the Portal and its services in a way that is against applicable laws, interferes with public order/morals or infringes any intellectual property rights or other rights of third parties; (ii) use the Portal and its services in a way that could harm them or impair anyone else's use of them; (iii) undertake any act that causes or is likely to cause obstruction to the use or operations of the Portal; and/or (iv) remove, modify, or tamper with any regulatory or legal notice or link that is incorporated into the Portal. PAY. reserves the right to change, amend and/or update the Portal, its functionalities and services at all times. PAY. may limit the number of Authorized Users of your company or the number of servers/work stations on which the Portal is operated.

Functionalities available through portal

You will have access through the Portal to certain information, services and functionalities, including – but not limited to – all necessary information in order for your company to manage its processing business via PAY. (transaction overviews and statuses, analytics, the (Available) Balance, applicable fees and invoices, clearing timeframes etc) and all necessary functionalities relating thereto (retrieving reports, issuing refunds, disputing chargebacks, adding/removing payment methods or Sales Channels etc) and any news updates/announcements of PAY. You hereby acknowledges and agrees that you are authorized to undertake any and all actions through the Portal’s functionalities on behalf of your company and PAY. may rely upon any of your actions to be deemed actions of your company. For your convenience, PAY. may make available through the portal tools or utilities for use. PAY. does not make any assurances with regard to the accuracy of the results or output that derives from use of any such tools or utilities.

Documents available from portal

Permission to use documents, such as payment status logs, demonstration videos, API documentation, user and implementation guides, data sets etc that are made available on the Portal (collectively, "Documents") is granted, provided that (i) you do not remove or obfuscate any copyright notice; (ii) the copyright notice must appear in all copies, together with the content of this permission notice; (iii) use of the Documents is for informational and non- commercial or personal use only and will not be copied or posted on any network computer or broadcast in any media; and (iv) no modifications of the Documents are made. Use for any other purpose is expressly prohibited by law, and may result in civil or criminal penalties. You may download the Documents to your computer to the extent incidental to your accessing and viewing those Documents for own use, unless explicitly prohibited by PAY. (see the relevant document itself). Any further duplication of Documents that require the prior written consent of PAY. You acknowledge and agree that any and all Documents remain the sole property of PAY. Documents specified above do not include the design or layout of the Portal. Elements of the Portal are protected and may not be copied or imitated in whole or in part.

Communications

The Portal contains a chat function and/or other message or communication facilities designed to enable you to communicate with PAY. ("Communication Service"). You agree to use the Communication Service only to post, send and receive messages and material that are proper and, when applicable, related to the particular Communication Service. PAY. has no obligation to monitor the Communication Service. However, PAY. reserves the right to review materials posted to the Communication Service and to remove any materials in its sole discretion. PAY. reserves the right to terminate your access to any or all of the Communication Service at any time, without notice, for any reason whatsoever. PAY. reserves the right at all times to edit, refuse to post or to remove any information or materials, in whole or in part, in PAY.'s sole discretion.

Disclaimer of warranty

PAY. shall not be liable for any damages incurred by you, your company or third party as a result of any act by PAY. for the provisioning of the Portal in compliance with the TOU. PAY. will not be liable if for any reason all or any part of the Portal is unavailable at any time or for any period. From time to time, PAY. may restrict access to (some parts of) the Portal, to you and/or other Users. Your use of the portal, its content and any services or items obtained through the portal is at your own risk. PAY. makes no representations about the portal, any services or tools obtained through the portal, the suitability of the information contained in the documents for any purpose. The portal, its content and any services are provided "as is" without warranty or representation of any kind, including – but not limited to - the completeness, security, reliability, quality, accuracy or availability of the portal. Without limiting the foregoing, PAY. does not represent or warrant that the portal, its content or any services or items obtained through the portal will be accurate, reliable, error-free or uninterrupted, that defects will be corrected, that the portal or the server that makes it available are free of viruses or other harmful components or that the portal or any services or items obtained through the portal will otherwise meet your needs or expectations. The company hereby disclaims all warranties of any kind, whether express or implied, statutory or otherwise, including but not limited to any warranties of merchantability, non-infringement and fitness for particular purpose. The foregoing does not affect any warranties which cannot be excluded or limited under applicable laws.

Limitation of liability

In no event will PAY. be liable for damages of any kind, under any legal theory, arising out of or in connection with your use, or inability to use, the portal, any content on the portal any services or items obtained through the portal, including any direct, indirect, special, incidental, consequential or punitive damages, including but not limited to, personal injury, pain and suffering, emotional distress, loss of revenue, loss of profits, loss of business or anticipated savings, loss of use, loss of goodwill, loss of data, and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable. The foregoing does not affect any liability which cannot be excluded or limited under applicable laws.

Confidentiality and privacy

Any information provided to PAY. in relation to the provision of the Portal or accessible through the Portal shall be handled according to the agreement between your company and PAY. and to PAY.’s Privacy Policy. PAY. warrant and undertake that it will process all personal data available through the Portal in accordance with and duly observe its respective obligations under applicable data protection laws. PAY. shall have proper organizational and technical security measures in order to prevent loss theft and/or misuse of personal data in accordance with the Dutch Data Protection Act.

9. Intellectual property

PAY. or its suppliers retain all right, title and interest in and to the Portal, its features and functionalities, Documents and tools accessible through the Portal, including all copyrights, patents, trade secrets, trademarks and other intellectual property rights. PAY. reserves all rights not expressly granted. These TOU do not grant or imply any rights to you or your company. PAY. hereby grants, under the conditions as set forth in the TOU, to you a non-exclusive, non-transferable license to use the Portal available as necessary for the proper use of the Services of PAY. Sub-licenses are not permitted. You must not reproduce, distribute, modify, create derivative works of, publicly display, publicly perform, republish, download, store or transmit any of the material on the Portal without our prior written permission, except for any downloads as permitted under clause 4. In the event of termination/expiration of the TOU for whatever reason, you will be required to cease the use of any and all Services and to remove from its servers any and all applications of the Portal, return or destroy any copies of the Documents you have made within 24 hours after such termination. You shall immediately inform PAY. in the event it becomes aware of any claims of third parties that the use of the Services, the Payment Platform or other material made available by PAY. (potentially) breach third party property rights. PAY. will, at its option and expense, either procure for You the right to continue receiving the Services or the affected parts of it; or replace or modify the infringing part of the Services so that they become non- infringing; or, if the aforementioned are not reasonably or commercially feasible (in PAY.’s reasonable discretion), terminate these TOU. PAY. shall indemnify You for any such claims, subject to your obligation to assist PAY. (to the extent possible) and to refrain from taking any actions that can damage PAY.’s position in handling such claim and undertake all actions (to the extent possible) to limit the damages.

Suspension and termination

In the event of any of the following, PAY. may suspend your use of all or a part of the Portal: (i) when performing maintenance; (ii) when suspension is necessary including your failure to maintain your application, hardware, data, etc on which the Portal relies; (iii) when a force majeure event or any other emergency event occurs or may occur; (iv) when the suspension of all or a part of your access to the Portal is necessary in order for PAY. to protect its equipment from acts of unauthorized computer access; (v) when you commit any act that breaches the TOU, which hinders or may hinder PAY.’s business operations or PAY.’s facilities related to the Portal and/or (vi) when PAY. determines that the suspension of all or a part of access to the Portal is desirable based on objective and reasonable reasons. In the event PAY. shall suspend the usage of the Portal subject to the above, PAY. shall notify you in advance of such suspension except in case of emergency, where PAY. may suspend access to the Portal without notice. If PAY. believes that unauthorized or improper use is being made of the Portal, it may, without notice and at its sole discretion, take such action as it deems appropriate, including disabling your account. Violation of this policy can lead to termination of your account and PAY. reserves the right to seek any other remedies available at law. PAY. shall not be liable for any damages incurred by you, your company or any third party as a consequence of the termination of all or a part of access to the Portal.

Final provisions

PAY. reserves the right to amend or change the TOU of the Portal at any time without notice. PAY. encourages you to periodically review these guidelines to ensure you are in compliance. Your continued use of the Portal constitutes your acceptance of and agreement to be bound by these changes without limitation, qualification or change. If at any time you determine that you do not accept these changes, you must stop using the Portal. These TOU shall be governed by the laws of the Netherlands. Nothing in this policy is intended to grant any rights in the Portal. Failure to enforce this policy in every instance does not amount to a waiver of PAY.’s rights. If any part of the TOU is found to be invalid, unlawful or unenforceable then such part shall be severed from the remainder of the TOU, which shall continue to be valid and enforceable to the fullest extent permitted by law. Any and all disputes arising out of or in connection with these TOU shall be brought before the competent court of Almelo, the Netherlands and the Parties irrevocably submit to the exclusive jurisdiction of such court.

8.2. Header bar

Personal header bar

After logging in, you will be directed to your dashboard, your personal page or the page you visited last. The Admin Panel contains a header bar that lets you customise various settings.

News (read the news that is relevant to you or the merchants you can access).
Language (change the language of the correspondence between PAY. and yourself)
Merchant switch (The currently selected business, if you are linked to multiple businesses. Clicking this option will show a drop-down menu where you can select a different merchant)
Personal page (Change your personal information, add documents and new businesses).
Log out (securely terminate the current login session).

8.3. Account details

Test mode

By clicking on your name at the top-right corner of the screen, you can see your personal information. We are legally required to record information about our users. Depending on your position within the company you work for, we may ask for additional information. All requested personal information is shown on this page.

Personal information

Account code
First and last name
Personal picture
Date of birth*
ID*
Last login action and a list of the last ≤ 25 sessions.
Terms of use

Last 25 login sessions

User information

Email address
Password change option
Mobile number
More contact information
Access control
Secure IP list*
Linked iPhone, iPad or Android phones with the PAY. app

Home address*

Address* (street and number)
Zip code
Place
Country

* = optioneel

Overview of accessible merchants

Merchants that you can access

If you have a personal relationship with a business, it will be shown in the bottom-most table on your personal page. If you no longer work for a particular business, you can delete it from the list. The organisation’s administrator may also temporarily or permanently block your access or delete your relationship with the business entirely. You cannot delete yourself as a UBO or authorised signatory. This can only be done by uploading a new CoC extract or a new UBO form. We will then reassess the business and make the necessary changes.

Code (Reference of the link)
Merchant (The business’ company name or public name))
Position
Rights
Options

8.4. Accepting the user relation to a merchant account

Accept or decline the account connection to a merchant account

If you have been added as a user to a merchant account by a colleague, you must first accept this connection before you can access the merchant account. This can be done by clicking your name in the top right corner, which leads you to the My Account page. Your personal details are shown here. To accept the connection, please press the green button in the pop-up. If you have been accidentally added, you can also decline this connection. If you refuse the connection by mistake, it can be added again by the user administrator of the Merchant account you were added to.

8.5. Contact information

Adding contact details

In PAY.'s Admin Panel you can easily add your contact information. To add contact details, navigate to the Admin Panel. At the top right, click on the personal top bar where you see your username. Scroll to ''user data''. You can add your details next to ''contact details''.

Do you have multiple e-mail addresses or telephone numbers? Then please add these contact details as well so that the verification runs smoothly when you contact PAY.

You can also add this information under ''contact details''. In the blank bar, add an e-mail address or telephone number. Do you want to add an additional e-mail address or telephone number? Press the drop-down menu and make a choice. Type in an additional e-mail address or telephone number and press the green plus symbol.

After adding multiple contact details, press the orange ''save'' button at the bottom right.

8.6. PEP (Politically Exposed Person)

PEPs are defined as persons who hold or have held a prominent political office or people that are immediate family members or close associates of PEPs. The concept of PEP is no longer limited to foreign politically exposed persons: domestic politically exposed persons are now also covered by this term.

A PEP is in any case:

A Head of State, a Head of Government, a Minister, a Deputy Minister or a State Secretary
A member of the Parliament or a member of a similar legislative body
A member of the board of a political party
A member of a Supreme Court, Constitutional Court or other high court or tribunal issuing judgments against which, save in exceptional circumstances, no appeal is possible
A member of a court of auditors or of a board of directors of a central bank
An Ambassador, a Chargé d'Affaires or a Senior Officer of the Armed Forces
A member of the management, supervisory or administrative body of a state-owned company
A director, deputy director, a member of the board of directors or holder of an equivalent position in an international organization
If the UBO is a PEP, stricter client due diligence measures must be taken into account such as appropriate measures to determine the source of assets and resources and consent of senior management to enter into or continue this business relationship or to carry out this transaction.

A Dutch source about the Wwft Implementation Decree 2018.
A Belgian source about Politically Exposed Persons (PEPs): Comments and recommendations from the NBB.

9. Acceptance

Once you have registered with Pay.nl, you can immediately get started. You do not have to wait weeks for your documents to be approved. You are ready to receive your first payments within 15 minutes. After your registration, you can easily upload the required documents via our website.

Depending on the legal form of your company and on the risk category of your product or service, we may ask you to supply the following documents:

Copy of your ID
Proof of address
Agreement
Chamber of Commerce extract
Copy of a bank statement
UBO form
Addendum
Guarantee

Once all required documents have been received, an internal check will be carried out by our 'Risk & Compliance’ department. The purpose of this check is to verify whether your webshop / sales location complies with the laws and regulations. Once the internal check is completed and your sales location has been approved, we will proceed with payment of the accrued funds.

Video	Description
	Acceptance policy Instruction video: What documents do we request, and why?

Contact our team

We understand that providing the documents raise questions. You can contact our acceptance team via +31 (0) 88 - 88 66 47 or per email on boarding@pay.nl.

9.1. Quality registration

PAY. has gathered from various sources that some of our industry peers are somewhat lax when it comes to personal identification procedures or the UBO statement, or in some cases even forego these procedures altogether. This initially means less paperwork for you to manage. Under the applicable Dutch laws (including the Financial Supervision Act, the Money Laundering and Terrorist Financing (Prevention) Act and the sanctions legislation), we are required to perform checks, and to document this in a reproducible format. Our Internal Compliance team regularly verifies that our files comply with all the requirements. We are audited by an external auditor twice a year, for which we are issued an ISAE TYPE 2 report. We may also be audited by the supervisory authority at any time.

Registration: get it right in one go!

In addition to complying with various laws and regulations, PAY. also maintains contracts with a large number of payment option providers. These contracts stipulate that PAY. is responsible for approving you as a client and for monitoring compliance with laws and regulations. We maintain strong relationships with the various payment option providers, and we assure you that, as a PAY. client, you are fully vetted and compliant and do not need to be concerned about any administrative issues. This system is also transparent for consumers: using PAY. means using a secure and reliable payment method.

Rejected documents or files

Whenever you upload a new document, we usually check this manually as part of our efforts to minimise identity theft. If one of the payment option providers or government agencies comes in to audit our files, we seek to avoid a discussion about the quality of any individual files. When a document or file is rejected for whatever reason, this generates a great deal of additional work, both for you and for our team.

What’s in it for you?

PAY. is committed to upholding its mission of facilitating secure and reliable payments by maintaining high standards of professionalism and integrity. This means that PAY. will work with you to act in accordance with the law and within the spirit of the law. You will then be assured that your assets are safe with us and that we contribute to a strong and reliable financial system in which PAY. fulfils its obligations. In addition, we can provide access to all payment options easily and efficiently with just a few mouse clicks, because we already possess all the data required. This means you do not need to provide any additional documents or other items.

9.2. Lead time

PAY. utilises a risk-based approach for the identification of a business and the persons involved in it. If your organisational structure is relatively straightforward or your products or services have a low risk profile, we can generally activate your business within a few hours of receiving the requested documentation. If the information you provided is incorrect, outdated, incomplete or unclear, this will considerably delay the procedure. In addition to having to resubmit the requested information or documentation, we will most likely also ask for more information pertaining to your application. We may also decide that we do not wish to offer our services to you, based on the information you provided.

The average lead time:

When you have submitted all requested information, we can generally activate your account that same day. Keep in mind that submitting all requested documents will take circa fifteen minutes.

Within one working day (for simple organisations)
Within three working days (for more complex organisational structures)
Within fourteen days (for businesses with a raised risk profile)

9.3. Why?

You may be wondering why you need to provide the requested documents. Pay.nl is a financial institution with a licence issued by the Dutch National Bank (De Nederlandsche Bank (DNB)). This permit means that we are authorised to offer financial services and to manage third-party funds. DNB monitors Pay.nl and ensures that the company is financially sound and that we meet the conditions for proper and capable management. This provides a guarantee for businesses that their money is safe with Pay.nl.

This permit also means that Pay.nl is subject to strict legislation, including the Financial Supervision Act (Wft) and the Money Laundering and Terrorist Financing Prevention Act (Wwft). These two laws require Pay.nl to carry out customer assessments, also known as CDD (Customer Due Diligence). Pay.nl must guarantee ethical business practices, and for that reason we need to know the parties we have a business relationship with or for whom we perform business transactions.

Our legal duties as a financial institution

Download the guidelines for payment institutions such as PAY. that were drawn up by De Nederlandsche Bank via http://www.toezicht.dnb.nl/binaries/50-212353.pdf to learn more about the purposes behind our information requests.

9.4. Inquiry rejected

Whether you are pioneering and developing a start-up or work in an SME organisation or for a multinational corporation, we offer our services in all segments! We can help you make your business case a success. On the other hand, PAY. is also a commercial organisation and our time, like yours, is valuable. Regrettably, this means we cannot accept all clients. We will weigh the time we have to invest in order to offer our services against the revenue we stand to earn. By assessing every organisation to determine if a financial businesscase can be made, starting entrepreneurs can use the free pioneer package to gain access to our services without support, while more complex multinationals can receive in-depth support. If your organisation processes too few transactions for the support it requires, we may reject your inquiry when you have the free package. In that case, you can choose to upgrade to one of our paid packages.

PAY. also offers a degree of security to your own customers. We make sure that consumers receiving their orders correctly and in a timely manner and monitor any complaints or disputes to ensure that customers retain their trust in PAY. and in buying online. In certain cases, we will even reimburse up to 50% of a customer’s losses via our guarantee fund if a business deliberately fails to deliver the ordered products or services. In order to offer these guarantees, we will usually request more information about the quality of a business than most other payment providers. Think of e.g purchase invoices or partnership agreements with dropship parties.

If you are unable or unwilling to provide the requested documentation, we will not accept you as a client. In that case, you can withdraw your request at any time.

Cherry picking

Furthermore, it is important for our services that we process a healthy payment mix for your organisation. This means that PAY. cannot only offer you just one or a small selection of payment options. This method allows us to reduce the risks associated with certain payment options. Above all, it lets us compare your payment traffic to that of other businesses in the same category. If your payment traffic is comparable to that of these other organisations, we will not have to be as thorough in our assessment of your services. For smaller organisations, this saves us considerable time and effort.

In most cases, we cannot accept you if you only use AfterPay, Klarna, Alipay or WeChat Pay.
In most cases, we cannot accept you if you only use credit card payments.
In most cases, we cannot accept you if you do not use iDEAL or Bancontact and your target market is the Benelux region.

Compliance & Risk

In some cases, we are simply unable to properly record all documentation pertaining to your organisation. It is also possible that your organisation presents financial risks to such an extent that we cannot adequately mitigate them. If we reject you for compliance & risk reasons, this does not mean that you “failed to comply with laws and regulations,” but that we were not able to adequately determine that you do.

We have no obligation to offer our services to everyone

In some cases, we might not/no longer want to offer our services to a business as a result of objective and/or subjective indicators. For example, we may terminate our partnership with parties whom we believe to be insufficiently technically, organisationally or legally versed to collaborate with us. We believe that we have the right to terminate an agreement without being required to motivate our decision, just like a business may decide to terminate their agreement with PAY. without having to explain their reasons for doing so.

PAY. is a diverse party, we will not discriminate when accepting or rejecting an agreement. In some cases, however, we may put certain natural persons, businesses or business cases on a blacklist, which means we no longer wish to do any business with this party now or in the future. We may notify the party in question in advance or make this decision during the contract period. In all cases, we will honour the agreed-upon termination period.

Objecting to a rejection

If you do not agree with your rejection, you can notify us. Our complaints committee will reassess your application. To exercise this right, send an email to boarding@pay.nl, listing your merchant code and the reason(s) why you believe our rejection of your application was unjust. We will respond within three working days.

Funds will be paid out

If we do not or no longer accept you, your funds will generally be paid out into your account. We may agree upon a temporary deposit or holding period. If we suspect that you committed fraud or misused the PAY. platform, we may decide to refund the payments that were made to your customers via a rollback.

9.5. Raised risked levels

When you submit your application, we will place your business in a risk classification in accordance with applicable laws and regulations. We employ several categories; the three most common classifications are listed below.

Low
Average
High

It is not a problem for PAY. to work with businesses that must be placed in a higher risk classification. You should therefore not see this classification as being somehow detrimental to your business case or organisational structure. If, for example, you deal in cryptocurrencies or other digital products (gift cards or call credit), there is a greater risk of money laundering. The same goes for receiving donations as a foundation. Although your intentions are most likely good, we are required to conduct and document extra research into your organisation to make sure that these donations are not used to fund terrorists. When one of your employees is politically active, we must also place your file at an elevated risk level. This is outlined in the Money Laundering and Terrorist Financing (Prevention) Act, which PAY. falls under.

Consequences of an elevated raised risk classification

We will ask you to submit additional documentation.
We will conduct more extensive research into the correctness of the information you provided.
We will consult other sources to gather more information.
We will audit your transactions, payments and file more often.
We will assess your file with the help of multiple employees.

Most of the aforementioned consequences will hardly affect you at all. Once you have been accepted, you will barely have to do any additional work at all.

Categorical reasons for elevated classification

Below, you will find an overview of categories that will result in an elevated risk classification. It is possible to be active in one of these categories and still be placed (now or at a later time) in a lower classification.

Trading in precious metals and diamonds
Dealing in cryptocurrencies
Tobacco and e-cigarettes
Crowdfunding, peer-to-peer platforms for loans or payments
Charitable donations
Digital entertainment (adult)
Digital products (software, downloads)
Call credit, vouchers and gift cards
Airsoft
Hosting

Other motivations

In addition to these categories, there are several other reasons to place you in an elevated risk classification.

Your acting director or UBO is a PEP (politically exposed person)
Your organisational structure includes businesses that are registered in countries that have been classified as tax havens
You process transactions from (countries around) sanctioned countries

Links to external sources

https://www.lexisnexis.nl/producten-en-diensten/pep-sanctielijsten
https://ec.europa.eu/taxation_customs/tax-common-eu-list_en
https://www.rijksoverheid.nl/documenten/rapporten/2015/08/27/nationale-terrorismelijst

Quality registration

You can contribute to being assigned the lowest possible risk classification by providing the requested information quickly, correctly and completely. If you do not wish to release certain information, you must properly substantiate your reasons. In practice, all our requests for information are legitimate and necessary. We expect to receive the following information to be able to assess your high-risk application.

A document describing your entire organization structure, including an organogram and a UBO form of each director who have a share that is bigger than 5%.
The total number of transactions in the past 30 days, specified by payment method and country.
A forecast of the volume processed that will be requested for processing via PAY.
The average order value or transaction size.
The average spending limit of your 1% largest customers.
The percentage of your Chargebacks & Refunds or the percentage of your Volume Processed.
The number of employees @customercare.
The number of employees working on the project.

9.6. Clearing form


Type	Business document
Acceptatie	24 hours (1 business day)
Optional	For merchants with increased risk due to earlier negative debit balances, or if the account to which the funds are to be transferred is not in the name of the company directly.

9.7. Copy of your ID


Type	Personal document
Acceptance	24 hours (1 business day)
Required	Acting executive, UBO or employee with all rightsHandeld bestuurder,

In order to establish your identity, PAY. requests a copy of your proof of identity. For this purpose you can provide a copy of one of the following documents:

Identity card (EEA)
Passport
Dutch Drivers License

Document acceptance conditions

The document must not have expired.
The document can be an identity card(EEA), passport or a Dutch driving licence.

Adding a document

Add copy of your ID

Copy of your ID is being reviewed

In the Admin Panel, click on your user name in the top right-hand corner https://admin.pay.nl/my_account.
Next to 'Personal data' is the field Copy of passport or ID Figure: Add copy of your ID
Click on the link 'From computer'.
Select the proof of identity on your computer and add it.
The status will change to 'Being checked’ Figure: Copy of your ID is being reviewed

Document check

Copy of ID rejected

Copy of ID approved

After you have added a copy of your proof of identity, this document will be checked by a PAY. employee. Checking of the document can take up to 1 working day, but it is usually completed within a few hours.

If the document does not meet the acceptance conditions, PAY. will reject the document, and the person who added the document will be informed by e-mail. This notification will include the reason for rejection and a request to provide a new copy. In the Admin Panel, next to the field Copy of passport or ID you will also see a message that the document has been rejected Figure: Copy of ID rejected.

In order to prevent that you receive an e-mail after each document that has been checked, we will only send you a notification if a document is rejected. If the copy of your proof of identity meets the acceptance conditions and has been approved by a PAY. employee, this is indicated next to the field Copy of passport or ID Figure: Copy of ID approved.

9.8. Proof of address


Type	Personal document
Acceptance	24 hours (1 business day)
Required	For clients with a sales location that is classified as high risk.

During the acceptance of your connection, a risk category is assigned to the merchant.

Acceptance conditions for proof of home address

Your name and personal address must appear on the document.
The document can be a copy of a utility bill or a letter from an official body.
The document must not be older than 6 months.

Adding proof of address

Adding proof of address

Proof of address is being reviewed

In the Admin Panel, click on your user name in the top right-hand corner https://admin.pay.nl/my_account.
Listed under 'User data' is the field Proof of address Figure: Adding proof of address
Click on the link 'From computer'.
Select the proof of address on your computer and add it.
The status will change to 'Being checked’ Figure: Proof of address is being reviewed

Home address check

Proof of home address denied

Proof of home address approved

After you have added a proof of your home address, this document will be checked by a PAY. employee. Checking of the document can take up to 1 working day, but it is usually completed within a few hours.

If the document does not meet the acceptance conditions, PAY. will reject the document, and the person who added the document will be informed by email. This notification will include the reason for rejection and a request to provide a new copy. In the Admin Panel, next to the field Proof of address you will also see a message that the document has been rejected Figure: Proof of home address denied.

In order to prevent that you receive an e-mail after each document that has been checked, we will only send you a notification if a document is rejected. If the copy of your proof of address meets the acceptance conditions and has been approved by a PAY. employee, this is indicated next to the field Proof of address. Figure: Proof of home address approved

9.9. Agreement


Type	Merchant document
Acceptance	24 hours (1 business day)
Required	In all cases

Acceptance conditions for the agreement

The agreement must be signed by an authorised signatory within the organisation. If there is no single authorised signatory, the document must be signed by all authorised signatories.

Signing the agreement digitally

Signing the agreement

Signing the agreement digitally

During registration of an account you have indicated the authorised signatory/signatories within the company. If this information was entered correctly, the agreement can be signed immediately after registration.

To make this process as simple as possible, PAY. offers the possibility of signing the agreement digitally. An authorised signatory must perform the following steps:

In the Admin Panel, click on your user name in the top right-hand corner https://admin.pay.nl/my_account.
For 'Merchants accessible to you', at the bottom of the page, click on the link 'Sign agreement' in the options column. Figure: Signing the agreement digitally
A pop-up opens with the agreement between the merchant and PAY. Figure: Signing the agreement digitally.
If you accept the agreement, you must first add a copy of your proof of identity. It is possible that you have already added a copy of your ID at an earlier stage, in which case this is shown here. You will then of course not need to provide another copy.

To add a copy of your ID, click in the Proof of identity field on the link 'From computer'. Select the copy of your proof of identity on your computer and add it.
As a final step, enter your full name in the field Signatory and click on the button 'Sign agreement'.

Agreement is being reviewed

Agreement check

If there is a single authorised signatory, the agreement will immediately be submitted for checking by a PAY. employee. If multiple persons need to sign the agreement, the agreement is submitted for checking after all persons have signed the agreement. The status of the agreement will then change to 'Being checked' Figure: Agreement is being reviewed.

Agreement rejected

If the document does not meet the acceptance conditions, Pay.nl will reject the document, and the signatories will be informed by email. This notification will include the reason for rejection and a request to provide a new copy. In the Admin Panel, next to the field Agreement you will also see a message that the document has been rejected Figure: Agreement rejected.

Agreement approved

In order to prevent that you receive an e-mail after each document that has been checked, we will only send you a notification if a document is rejected. If the agreement meets the acceptance conditions and has been approved by a PAY. employee, this is indicated next to the field Agreement Figure 25.

9.10. Chamber of Commerce extract


Type	Merchant document
Acceptance	24 hours (1 business day)
Required	For all merchants

You can request an extract for a company or organisation from the Chamber of Commerce (Kamer van Koophandel). This extract is an official certificate of registration; it contains an overview of registered data for a company, such as the name, address, the date the company was established, and in most cases also the names of the official representatives. In addition, the extract also includes other information about the company, such as its legal form and its branch office(s).

Acceptance conditions for the Chamber of Commerce extract

The extract must not be older than 6 months.
The document 'notice of registration' is not accepted.

Obtaining a Chamber of Commerce extract

You can order an extract for € 2.65. The extract does not have to be digitally certified. You can download the extract immediately after payment.

Adding the Chamber of Commerce extract

Adding CoC extract

Coc extract is being reviewed

In the Admin Panel, go to the tab Merchant » Company https://admin.pay.nl/my_merchant.
Under 'User data' you will see the field CoC extract Figure: Adding CoC extract
Click on the link 'From computer'.
Select the Chamber of Commerce extract on your computer and add it.
The status will change to 'Being checked’ Figure: Coc extract is being reviewed

Checking of the Chamber of Commerce extract

Coc extract rejected

CoC extract approved

After you have added the Chamber of Commerce extract, it will be checked by a PAY. employee. The signatories are determined based on this extract. Checking of the document can take up to 1 working day, but it is usually completed within a few hours.

If the document does not meet the acceptance conditions, PAY. will reject the document, and the person who added the document will be informed by email. This notification will include the reason for rejection and a request to add a new extract. In the Admin Panel, next to the field Chamber of Commerce extract you will also see a message that the document has been rejected Figure: Coc extract rejected.

In order to prevent that you receive an e-mail after each document that has been checked, we will only send you a notification if a document is rejected. If the Chamber of Commerce extract meets the acceptance conditions and has been approved by a PAY. employee, this is indicated next to the field Chamber of Commerce extract. Figure: CoC extract approved

9.11. Copy of bank accounts statement


Type	Merchant document
Acceptance	24 hours (1 business day)
Required	In all cases

In order to verify that a merchant is the owner of the bank account and that the money is transferred to the correct party, we ask every merchant for a copy of a bank statement or a screenshot of their internet banking.

Acceptance conditions for a copy of a bank account statement

Only business accounts are accepted.
The IBAN number and the account holder must be clearly shown on the copy of the bank account statement.
The name of the bank account holder must match the company or trade name on the Chamber of Commerce extract.
The copy of the bank account statement must not be older than 6 months.

Adding bank details

Add account number

Manually add the bill

In the Admin Panel, go to the tab Merchant » Company https://admin.pay.nl/my_merchant.
Under 'Bank details' you will see the field Account holder. Click on the link 'Add account number' Figure: Add account number.
In the pop-up that opens, select Add account manually Figure: Manually add the bill.
Complete the following fields
- Account holder
  The holder of this business account must be your company name or registered trade.
- IBAN
  An IBAN number starts with a country code. For example: NL12RABO1234567890.
- BIC
  The BIC code of your bank.

Adding a copy of a bank account statement

In the Admin Panel, go to the tab Merchant » Company https://admin.pay.nl/my_merchant.
Under 'Bank details' you will see the field Account holder. Click on the link 'Add account number'. Figure: Add account number
Click on the link 'From computer'.
Select the copy of your bank account statement on your computer and add it.
The status will change to 'Being checked’. Figure: Manually add the bill

Checking of the copy of a bank account statement

After you have added a copy of a bank account statement, this document will be checked by a PAY. employee. Checking of the document can take up to 1 working day, but it is usually completed within a few hours.

If the document does not meet the acceptance conditions, PAY. will reject the document, and the person who added the document will be informed by e-mail. This notification will include the reason for rejection and a request to provide a new copy. In the Admin Panel, next to the field Copy of bank statement you will also see a message that the document has been rejected Figure: Add account number.

In order to prevent that you receive an e-mail after each document that has been checked, we will only send you a notification if a document is rejected. If the copy of your bank account statement meets the acceptance conditions and has been approved by a PAY. employee, this is indicated next to the field Copy of bank statement. Figure: Manually add the bill

Alternative authentication

In addition to authentication by providing a copy of a bank statement, another possibility is validation of your bank account number by means of an payment by iDEAL, Bancontact, Giropay, Sofort or Mybank . In that case, your bank will send us your IBAN number and the name of the account holder, which we then use for authentication.

More information on authentication using an IBAN payment can be found here.

9.12. Ultimate beneficiary form


Type	Merchant document
Acceptance	24 hours (1 business day)
Required	For entitites PAY. can not easily identify the ultimate beneficiary (e.g. Ltd. or Plc.).

For merchants that are legal entities, PAY. is required to determine the Ultimate Beneficial Owners (UBOs). An UBO (Ultimate Beneficial Owner) is a natural person who is an ultimate beneficiary and who:

Owns a share of more than 25% in the capital of the legal entity
Holds more than 25% of the voting rights in the General Meeting
Is the beneficiary of more than 25% of the equity of the legal entity

UBOs are determined by means of the UBO form. PAY. must be informed of any changes in the shareholdings at a later stage.

Acceptance conditions for the ultimate beneficiary form

Every UBO holding a 25% share or more must enter their share and their name and address details under item B of the form.
The UBO form must be signed under item D by the authorised signatory of the organisation, stating name, date, and city.

Name	File
UBO form NL	Click here to download the UBO form in Dutch
UBO form EN	Click here to download the UBO form in English
UBO form DE	Click here to download the UBO form in German

Downloading the ultimate beneficiary form

Download UBO form

In the Admin Panel, go to the tab Merchant » Company https://admin.pay.nl/my_merchant.
Under 'Company data' you will see the field UBO form.
The description of this field contains a link for downloading the UBO form. Figure: Download UBO form

Adding the ultimate beneficiary form

Add UBO form

UBO form is being checked

In the Admin Panel, go to the tab Merchant » Company https://admin.pay.nl/my_merchant.
Under 'Company data' you will see the field UBO form Figure: Add UBO form
Click on the link 'From computer'.
Select the UBO form on your computer and add it.
The status will change to 'Being checked’ Figure: UBO form is being checked

Checking of the ultimate beneficiary form

UBO form denied

UBO form accepted

After you have added the UBO form, it will be checked by a PAY. employee. This document is used to establish the ultimate beneficiaries. Checking of the document can take up to 1 working day, but it is usually completed within a few hours.

If the document does not meet the acceptance conditions, PAY. will reject the document, and the person who added the document will be informed by e-mail. This notification will include the reason for rejection and a request to add a new UBO form. In the Admin Panel, next to the field UBO form you will also see a message that the document has been rejected Figure: UBO form denied.

In order to prevent that you receive an e-mail after each document that has been checked, we will only send you a notification if a document is rejected. If your UBO form meets the acceptance conditions and has been approved by a PAY. employee, this is indicated next to the field UBO form. Figure: UBO form accepted.

If the UBOs are not yet known in the system of PAY., an employee will create a personal account for each UBO. The UBO will then receive an e-mail with a request to link their personal account to the merchant account, and to add a copy of a proof of identity for the purpose of authentication.

9.13. Proof of company address


Type	Merchant document
Acceptance	24 hours (1 business day)
Required	For merchants with a sales location that is classified as average risk or higher.

During the acceptance of your connection, a risk category is assigned to your sales location. If this risk category is 'average' or higher, PAY. will ask for a 'proof of company address'. For this proof of address you can provide a copy of one of the following documents:

Acceptance conditions for proof of company address

The company name and company address must be stated on the document.
The document can be a copy of a utilities invoice.
The document must not be older than 6 months.

Adding the proof of company address

Add proof of company address

Proof of company address is being checked

In the Admin Panel, go to the tab Merchant » Company https://admin.pay.nl/my_merchant.
Listed under 'User data' is the field Proof of address Figure: Add proof of company address
Click on the link 'From computer'.
Select the proof of address on your computer and add it.
The status will change to 'Being checked’ Figure: Proof of company address is being checked

Checking of the proof of company address

Proof of company address declined

Proof of company address accepted

After you have added a proof of your company address, this document will be checked by a PAY. employee. Checking of the document can take up to 1 working day, but it is usually completed within a few hours.

If the document does not meet the acceptance conditions, PAY. will reject the document, and the person who added the document will be informed by e-mail. This notification will include the reason for rejection and a request to provide a new copy. In the Admin Panel, next to the field Proof of address you will also see a message that the document has been rejected Figure: Proof of company address declined.

9.14. Addendum

If additional rules apply to an agreement between the merchant and PAY., these rules are documented in an 'Addendum'. PAY. will add this Addendum to the merchant account. This document can then be downloaded via the Admin Panel. An example of an 'Addendum' is the Fashioncheque agreement.


Type	Merchant document
Acceptance	72 hours (3 business days)
Required	If additional rules apply to the agreement.

NL Addendum	Nederlands	Addendum verkoop verhoogd risico producten
EN Addendum	Engels	Addendum selling high risk products
DE Addendum	Duits	Nachtrag - Verkauf von Hochrisikoprodukten
ES Addendum	Spaans	Anexo Venta de productos sanitarios de alto riesgo

Acceptance conditions for the Addendum

Different addendums are possible. In general, the Addendums must be signed by an authorised signatory within the organisation.

Add an addendum

Add an Addendum

Addendum is being checked

In the Admin Panel, go to the tab Merchant » Company https://admin.pay.nl/my_merchant.
Listed under 'Agreement' is the field Addendum Figure: Add an Addendum
Click on the link 'From computer'.
Select the Addendum on your computer and add it.
The status will change to 'Being checked’ Figure: Addendum is being checked

Checking of the Addendum

Addendum denied

Addendum accepted

After you have added an Addendum, this document will be checked by a PAY. employee. Checking of the document can take up to 3 working days, but it is usually completed within a few hours.

If the document does not meet the acceptance conditions, PAY. will reject the document, and the person who added the document will be informed by e-mail. This notification will include the reason for rejection and a request to provide a new copy. In the Admin Panel, next to the field Addendum you will also see a message that the document has been rejected Figure: Addendum denied.

In order to prevent that you receive an e-mail after each document that has been checked, we will only send you a notification if a document is rejected. If the Addendum meets the acceptance conditions and has been approved by a PAY. employee, this is indicated next to the field Addendum. Figure: Addendum accepted

9.15. Guarantee

If your company is accompanied by risks that are too large to bear independently, it is possible for us to establish a guarantee to cover these risks. However, it is also possible to provide a guarantee yourself. With this, as a merchant, you guarantee any damage that PAY. may incur by accepting your business. Contact us to see if you are eligible for a guarantee.

9.16. CBDDQ - Correspondent Banking Due Diligence Questionnaire

The CBDDQ aims to set an enhanced and reasonable standard for cross-border and/or other higher risk Correspondent Banking Due Diligence, reducing to a minimum any additional data requirements, as per the Wolfsberg definition and current FATF Guidance.

Document	Type	Url
Wolfsberg - Group Correspondent Banking Due Diligence Questionnaire 2023	Excel	CBDDQ v1.4.xlsx
Wolfsberg - Group Correspondent Banking Due Diligence Questionnaire 2023	PDF	CBDDQ v1.4.pdf

Document	Type	Url
Wolfsberg - Financial Crime Compliance Questionnaire 2023	Excel	FCCQ v1.2.xlsx
Wolfsberg - Financial Crime Compliance Questionnaire 2023	PDF	FCCQ v1.2.pdf

9.17. Internal check

When the merchant has provided all required documents, an internal check (or dossier check) will be carried out by our 'OnBoarding’ department. During this check, the decision of whether the sales location meets the acceptance conditions of PAY. is made.

Internal check has started

It is not necessary to request this internal check; once all documents have been received, a request to start the internal check is automatically created. You will see a notice in your dashboard that your dossier is being checked. Figure: Internal check has started


Type	Internal check
Acceptance	72 hours (3 working days)
Required	In all cases

Acceptance conditions

The submitted documents must comply with the acceptance conditions stated for the relevant document in this chapter.
Your sales location must adhere to the following 'regulations for web shops' drawn up by the Authority of Consumers & Markets (Autoriteit Consument en Markt).
- Mandatory information on your webshop
  Your website must contain particular information on the company behind your webshop. Mandatory data are: The Chamber of Commerce registration number, VAT number, contact details, address and name of the company.
- Mandatory information on your offer
  Before the customer enters the ordering process, you must provide clear information about the offer (product or service) and the price.
- Rules for the reflection period
  In most cases the sale of products and services via the internet is subject to a 14-day reflection period. You must inform the customer about this.
- Rules for delivery and payment
  Before or at the start of the ordering process, customers must be informed about e.g. methods of payment and delivery.
- Rules for the ordering process
  The ordering process must be clear and customers must have the possibility to correct entry errors.

Completion of the internal check

Internal checking can take up to 3 working days, but it is usually completed within a few hours. If your dossier meets the acceptance conditions of PAY. the status will be changed to 'approved' and you will receive confirmation of this in an e-mail. We will also proceed with payment of any accrued funds into your bank account (clearing).

If your dossier is not approved, you will receive an e-mail with the reason for rejection. In some cases additional documents may be requested. You will be informed of this by e-mail.

9.18. Additional documents

Verkoop je een hoog risico product of lever je een hoog risico dienst dan kan het voorkomen dat we meer documenten vragen tijdens jouw acceptatie bij PAY. of na een review van jouw aansluiting.

We informeren je hierover per e-mail. In de e-mail staat dan een verwijzing naar het document en dit artikel. Het document kun je ondertekend weer uploaden in het PAY. Administratiepaneel.

Om het gevraagde document te uploaden ga je in het Admin Panel naar:

Het tabblad Merchant » Bedrijf https://my.pay.nl/my_merchant.
Bij 'Overige documenten' zie je het veld High Brand Risk compliance Afbeelding: Addendum adult entertainment non face-to-face content toevoegen
Klik op de link 'Van computer'.
Selecteer de gevraagde Addendum op jouw computer en voeg deze toe.
De status verandert nu in 'Wordt gecontroleerd' Afbeelding: Addendum wordt gecontroleerd

9.19. Sanctionhit

It occasionally happens that an enduser has a positive hit on a sanctions list. This hit is not necessarily true. To conclude whether the person who paid is actually the person on the sanctions list, each party involved in the chain of a payment must conduct additional research into his or her true identity.

In the event of a sanction hit, we request to deliver the enduser's proof of identity as standard. Suppose that is not possible, then the date of birth and nationality will also suffice. We are looking for clues to establish that the enduser is not the person on the sanction list.

We understand that this request (to find out the identity) creates an extra burden. It is not easy to establish the identity of anend user, especially if you sell a product or service where some discretion is required. We try to take this into account when documenting sanction hits. So do what's reasonable, we do too. When all information about this research has been obtained we will complete the investigation for you.

Name	Source
Dutch Sanction list	Rijksoverheid.nl
Belgium Sanction list	Financien.belgium.be
EU Sanction list	Europeansanctions.com
USA Sanction list	Sanctionssearch.ofac.treas.gov

10. Sales locations

Your SL-code

By creating a sales location, you can link your payment location to your website, physical shop, or checkout desk. You can generate payment links or QR codes for your payment locations.

After your sales location has been added, you will receive a unique SL code. You can use this code in the configuration of your plug-in, the hosted solution, or with an SKD / API.

10.1. Rulebook

Before you can start accepting payments via PAY. , you must first make sure the products and services you offer comply with the applicable laws and regulations.

National legislation: both the country in which you conduct your business and the country where your consumer resides
Rules of each activated payment option
PAY.’s rules and conditions

Be clear about your business and the products/services you offer

Read the ACM’s checklist for selling to consumers.

10.2. Sales locations Summary

Overview of sales locations

This page contains an overview of Sales locations. If you own multiple web shops or e.g. a web shop and a physical store, you can generate a sales location for each of them. On this page, you can:

Request the Service-id, the secret and the API token. There are two ways to access this information:
1. Click on the Service-id in the Code column.
2. Click on Information in the Options column.
Set a Sales location to test mode. Be default, your Sales location will be in Live mode. You can switch to the Test mode by clicking on Live, Payments are active.
Add a new Sales location. If you want to add multiple sales locations, click on the Add button.

10.3. Open boardings

Status boarding request button

Status boarding overview

Some payment options cannot be offered directly to your customer after activation in our Admin Board. In many cases, this is because the request, also called "boarding" with an external third party, has not been completed yet. This boarding process starts only if your connection is found to be compliant and approved by our risk and compliance team.

We have recently added an information pop-up to the overview of sales locations. From now on you can see what status your; for instance, VISA / Mastercard boarding has. By clicking on Boarding in the Mode column ,then the window will pop-up.

On the popup, in the top table you can see the Service-id of the Sales location where boardings were started / completed.

In the middle table you will find information about the current status of the boarding. Here you will find the payment option in the first column. In the second column the current status of the boarding and in the third column the payment limit of the payment option.

In the lower table you will find the token code (AT code) in the first column. In the second column the description and in the third column the assigned rights for the token.

The lead time of boarding varies per payment option. In the table below you will find the minimum lead time per payment option:

Payment Option	Minimum lead time	Important Disclaimer
Credit/debitcards	5 working days	Boarding is only started if the connection / website is compliant
AMEX (PAY. Route)	24 hours	Boarding is only started if the connection / website is compliant
Alipay / Wechat	5 working days	Boarding is only started if the connection is compliant

10.4. Test mode

Test mode

Live mode

'Sandbox' payment screen

Initiate test payment

A sales location (web shop) can have the following statuses on the PAY. platform:

Test mode
When your sales location is in “Test mode,” the payments are completed via our “Sandbox” payment screen. You can simulate a payment by entering a Secret.
Live mode
Your visitors are directed to the real payment screen and can complete their transaction correctly by conducting a real payment.

1. Test plan

During the test, you must test every possible status. This allows you to verify how your technology handles the various statuses and check your communication with customers.

PENDING payment not yet completed.
CANCEL payment cancelled by the customer.
DENIED payment has been denied by the payment option or by PAY.
AUTHORIZE payment has been authorised, you can now capture it from your admin panel.
VERIFY payment must be verified manually.
PAID payment successfully completed.

2. Enabling test mode

You can put a sales location in test mode with the following steps:

In the Admin Panel, go to the Sales Locations tab https://admin.pay.nl/programs/programs.
This page contains an overview of your sales locations. The sales location includes, among other things, a Modus column that shows thesales location’s current status: Live Figure: Live mode or Test mode Figure: Test mode
You can switch between Live mode and Test mode by clicking on it. Make sure that you are in Test mode to complete test transactions.

3. Conducting a test transaction

After switching your sales location to Test mode, you can generate a test transaction as follows.

In the Admin Panel, go to the tab Sales Locations https://admin.pay.nl/programs/programs.
This page contains an overview of your sales locations. Click on the “Test payment” link Figure: Initiate test payment of the sales location for which you want to conduct a test transaction.
A pop-up window will appear. By clicking on the “Start payment” button, you will initiate a test payment of €1,23 for the selected sales location.
A page will open that shows all available payment options for the selected sales location. Select one of these options to continue the transaction.

It does not matter which payment option you choose; because the sales location is in Test mode, all transactions will be directed to the same payment screen, i.e. our “Sandbox” payment screen Figure: 'Sandbox' payment screen.
If you want to simulate a cancelled transaction, click on the “Stop payment” button. To simulate a successful (completed) transaction, enter your Secret in the Sandbox payment screen and click on the “Start payment” button.

Where can I find my Secret?
An Secret is a unique string of forty digits and letters. You can find your Secret in the Sales Locations tab https://admin.pay.nl/programs/programs. Next, click on the “SL-code” or on the “Information” link Figure: Retrieve Secret of the sales location in question.

4. Verifying test transaction

Like all other transactions, your test transactions can be found in the 'Transactions overview'.

In the Admin Panel, go to the tab Transactions » Total overview https://admin.pay.nl/transactions.
The table includes the test transactions. In this example, we completed both a successful and a cancelled transaction. The table lists these payments in the status column as PAID and CANCEL Figure: Test transactions.

Payments made in the Test mode, i.e. via the Sandbox payment screen, always have the Sandbox payment profile to make them easier to find in the transaction overview.

10.5. Sales categories

Overview of revenue groups and sales locations

If you want to categorise your revenue to gain more insight or to send your revenue streams to multiple clearing accounts, you can activate the “revenue groups” option in the Business package. After activating this option, your current revenue group, marked “standard,” will appear. We advise you to rename it immediately and give it a more appropriate name. Examples of revenue groups include:

The entrepreneur in the Benelux with five web shops.

He owns three websites in the Netherlands, one in Belgium and one in Luxemburg and divides these into two revenue groups.

Revenue group: Dutch web shops
Belgian and Luxembourgian web shops

You can now generate overviews for each “revenue group” in your reports.

The entrepreneur with multiple verticals

He has hundreds of web shops; some sell electronic products and some deal in white goods.

Revenue group: Electronics
Revenue group: White goods

The entrepreneur with separate revenue streams

He wants to separate the online revenue from iDEAL and credit card payments from the debit card revenue from his physical store and the revenue earned from invoice payments via payment links and QR codes.

Revenue group: eCommerce / online
Revenue group: Debit card / physical store
Revenue group: Invoice payments

After separating his revenue streams, he can also choose to have them paid out into specific clearing accounts. You can easily select the right clearing account for each revenue group.

Adding a bank account to a revenue group omzetgroep

Linking a revenue group to a bank account

New bank account added to a revenue group

Selecting a bank account for a revenue group

If you have added more than one payment account, you can link these to your sales locations via the revenue groups. This means the revenue from a specific sales location will be paid into the payment account of your choosing.

In the Admin Panel, go to the tab Sales locations https://admin.pay.nl/programs/programs.
Under “revenue group,” you will see a list of available revenue groups and the bank accounts linked to each group.

The example in Figure 85 shows a single revenue group, named “Standard,” and a linked bank account with account number NL35RABO0117713678.
We will now generate a new revenue group and link it to the extra bank account we want to use. To do so, click on the “add” link Figure: Linking a revenue group to a bank account..
The pop-up window that appears Figure: Linking a revenue group to a bank account. shows the following fields: Name, Description and Account number.
Complete these fields. Select a unique name that will be easy to recognise later. Select the bank account number of the account you just added.
Click on the “Add” button at the bottom-right corner of the pop-up window. You will be directed to the sales location overview. Figure: New bank account added to a revenue group. In our example, we added the extra bank account to a revenue group called “Extra bank account.”

Linking a revenue group to a Sales location

For this final step, we will link the revenue group we just created to a Sales location. Complete the following steps to do so.

Modify sales location

In the Admin Panel, go to the tab Manage » Sales locations https://admin.pay.nl/programs/programs.
Select the sales location whose revenue you want to have paid out into the extra bank account. Click on the “Change” link. Figure: Modify sales location.
Under “Module,” you will see the field marked Revenue group. Select the revenue group you just added.
Click on the “Change” button at the bottom of the screen to save your changes. The transactions made at this Sales location are now linked to the selected revenue group, which means they will be paid out into the extra bank account that the selected revenue group is linked to.

Activating payments and invoicing per revenue group

It is also possible to set up the revenue and invoicing for each revenue group. By default, payments are grouped together to create the fewest possible transfers into your bank account. If you wish to receive batch payments for each revenue group, even though they are linked to the same bank account, you can activate this option. Invoices will also be billed separately. It is possible that one revenue group has a positive balance, while another revenue group has a negative balance.

Activating Payments per Revenue group

In the Admin Panel, go to the tab Merchant » Invoices (Clearing) https://admin.pay.nl/balance.
Check the Payments per Revenue group option. It is located under the Settings header.

Click on the “Change” button at the bottom of the screen to save your changes. The transactions of each individual Revenue group will now be paid out and billed separately. If you have only linked a single bank account to your account, the various revenue groups will also be cleared into your bank account as separate transfers.

View balance per Revenue group

Increase balance per Revenue group

Internal write-offs and additions Revenue group

Add to balance from a different revenue group

It is possible that you have a positive balance in one revenue group and a negative balance in another, e.g. in the event of a chargeback or a reversed payment. You can add to the balance of a specific Revenue group via iDEAL, Bancontact or bank transfer, but you can also choose to increase the balance of one revenue group with that of another.

In the Admin Panel, go to the tab Merchant » Invoices (Clearing) https://admin.pay.nl/balance.
By clicking on the information icon behind your balance, you will see your Balance per Revenue group.

If you wish to use the balance of one revenue group to increase that of another group, simply select the amount you want to transfer and the payment method (= the name of the source Revenue group). Next, select the Revenue group to which to transfer the funds. When you do this, the transaction will be listed in your statistics and on your specifications as 1 Internal Addition Revenue group with the source Revenue group as the client reference and 1 Internal write-off Revenue group with the target Revenue group as the client reference.

10.6. Default sales location data

Change Sales locations

General information

This contains all information about the webshop that you entered during the registration of the Sales location:

Service-ID: a unique identifier for this sales location. Payments initiated with this ServiceId can be grouped together in the statistics. If you want, your revenue can be paid out separately for each ServiceId.

Secret: the secret is used to generate dynamic QR payments. Use your API token to initiate a regular transaction. You can find your API token by clicking on the Information button in the overview of Sales locations.

Name: this name is displayed on some of our payment screens and will be used as the public name of this ServiceId to filter the statistics. It can be specified for different languages

Publication / URL: the URL of the webshop or payment platform.

Duplicate URL's: If your webshop is available in multiple languages, you can register each domain here. You can also register a new sales location for each domain.

Category: shows the category to which your sales location belongs.

Look & Feel shows the layout of the payment page adapted to your preferences.

Trademark: if you have entered a trademark, it will be shown on the payment screen. You may only enter a trademark that has been registered with the CoC and approved by our Care department.

Clearing: For all our merchants, the clearing is set to “batch.” Single charges are not possible unless you use a partner.

Contact information: Provide the contact information that applies to this sales location. These can also be sent to the payment options for boarding purposes.

Important: Important: If you offer the credit card payment option, do not modify the aforementioned fields once they have been completed. Modifying any data might lead to us blocking your credit card payment option. For more information, contact PAY.’s Support Desk.

10.7. Categories

Change category

Here you will find a list with all possible categories your sales location can belong to.

Name
Animals & Accessoires
Babies & Kids
Books, DVDs & CDs
Car & Motor (parts)
Charity (ANBI status)
Consumer purchases (average order value < 100 euros)
Crowdfunding, peer-to-peer platforms for loans or payments
Crypto Currency
Deal websites (daily offers and specials)
Digital entertainment (adult)
Digital entertainment (Gaming & Mediums)
Digital products (software, downloads)
Digital Services Dating
Drugs (legal)
Education & Training
Electronics
Fashion, Clothing & Shoes
Food & Drinks
Gadgets
Garden & Tools
Gift cards, vouchers & prepaid phone cards
Home & Deco
Invoicing
Jewelry & Accessoires
Medical Tools
Music, Movies & Games
Only on accordance with PAY.: Special consumer products
Other business services
Parking & Reservations
Pharmacy
Presents & Cards
Retailers in precious metals and diamonds
Shopping
Sports & Leisure
Subscriptions
Tabacco & e-Cigarettes
Tickets
Toys
Travel
Watches & Jewelry

10.8. Using a tradename

Change tradename

In the Admin Panel, go to the tab Settings https://admin.pay.nl/programs/programs.
Click on the open-end wrench (Modify) of the sales location whose tradename you want to use.
You can now modify the sales location’s settings. Under “General information,” you will see the field marked Tradename and an overview of the tradenames you can choose from.
Select the name you want to use and then click on the “Change” button at the bottom of the page.

Availability

Below, you will find an overview of the packages that offer this option.

	Pioneer	Professional	Business	Corporate
Use tradename		1	unlimited	unlimited

10.9. SoftPOS

10.9.1 Activating within sales location

Modifying sales location

Before you can use the SoftPOS solution, it must be activated within the sales location.

Linking SoftPOS

The SoftPOS solution can be set up within the sales location by switching on the activation button Image: Modifying sales location . A window will open Image: Linking SoftPOS where the Activation code, name of the terminal and a description must be entered.

10.9.2 Downloading application

To use SoftPOS on your phone, you need to install the Pay.POS application on your phone.

As soon as the Pay.POS application is opened, you can click on the Activate button Image: Activating SoftPOS. A unique activation code will appear with which the connection can be realized.

10.9.3 Using SoftPOS

Once the link with your account has been established, transactions can be started and will be added to your account in real-time.

You can easily enter an amount, description and reference for the transaction Image: Starting a transaction. The transaction will be initiated and can now be easily paid.

Activating SoftPOS

Starting a transaction

Pending transaction

Successful transaction

10.10. Setup payment methods

Modifying sales location

Before you can use payment options for your webshop, the payment option itself must be activated within the sales location Image: Modifying sales location. The activation can differ per payment option, we therefore recommend that you first read our general documentation page. We provide more information per payment option here.

Setting groups

Certain settings, such as the SOFORT Banking delivery moments or the activation of the iDEAL backup plan, can be set by clicking on the small gear. With more complex settings such as PayPal or Klarna, you can create a group. You can then link these group settings to a Sales location. In-line settings also enable you to adjust certain settings only one time which means that all Sales locations linked to this group will be changed.

10.10.1. Different payment options

With Pay.nl you can offer many different payment options. To distinguish these different payment options, we have divided them into the following categories:

Country or region specific payment methods
Card not present (CNP)
Terminal card payments (CP)
Buy Now Pay Later (BNPL)
Alternative payment methods
Giftcards & vouchers

Country or region specific payment methods

10.10.2. Country or region specific payment methods

Within the category 'Country or region specific payment methods', we indicate per payment option in which country it is available Image: Country or region specific payment methods.

Once activated, the iDEAL and SOFORT Banking payment options can be optimized even further. This so that a possible iDEAL backup plan or the SOFORT Banking delivery moments can be changed.

Card not present (CNP)

Optimize configuration

10.10.3. Card not present (CNP)

Under the category 'Card not present (CNP)' you can select the different available credit card options. Within this overview Image: Card not present (CNP) you can choose to offer the cards separately in your checkout or grouped (after entering the card number, the correct network is selected).

In addition, you can further optimize the credit card configuration Image: Optimize configuration by, for example, blacklisting desired countries or adjusting the 3D Secure preference. Further information about our fraud prevention system for credit cards can be found here.

10.10.4. Terminal card payments (CP)

In addition to online payments, Pay. also offers the possibility to receive payments by means of a terminal. Pay.nl offers the following four terminals: Yomani ML (fixed), Valina (built-in), A77 and A920 (mobile).

On this page we describe the various benefits per terminal. If you want to order a terminal or have further questions, you can send an email to pin@pay.nl.

Buy Now Pay Later (BNPL)

10.10.5. Buy Now Pay Later (BNPL)

The Buy Now Pay Later (BNPL) solutions are especially popular among younger consumers in the Millennial and Gen Z generations. Buy Now Pay Later offers this audience more flexibility to first shop and then pay.

Within the overview you will find the different Buy Now Pay Later (BNPL) solutions. Here you can adjust or add further payment option settings by clicking on the button behind the payment option Image: Buy Now Pay Later (BNPL).

Alternative payment methods

10.10.6. Alternative payment methods

The following payment options are shown in the category ‘Alternative payment methods’:

Within the overview of 'Alternative payment methods' you have the option to add or change new payment option settings Image: Alternative payment methods.

Giftcards & vouchers

10.10.7. Giftcards & vouchers

Finally, we have the category 'Giftcards & vouchers' Image: Giftcards & vouchers. Customers can pay online by choosing a giftcard of their choice in the check-out. Afterwards, they are taken to the payment screen. Here the (19-digit) card number is entered, together with the pin code (which can be found on the back of the card or which has been sent by e-mail) the transaction can be completed.

In-store payment with giftcards or vouchers are also easy: the giftcards contain a barcode that you can scan with the hand scanner. If your customer wants to pay with a giftcard, he / she only needs to have the barcode scanned.

More information about: all giftcards, the different types and how to refund a giftcard transaction can be found here here.

10.11. Setting notifications

You can receive e-mail notifications for every sales location you create within your merchant account. You will receive a notification in the following situations:

When a customer has successfully paid in your webshop.
When a credit card chargeback is received for a transaction.
When an 'Unjustified direct debit notice' is received.

Setting notifications

Setting e-mail address for notifications

Setting notifications for a sales location

Before we set an e-mail notification, we first define one or more e-mail addresses for receiving the notifications. Next, we define for each sales location if we want to receive the notifications for that sales location.

In the Admin Panel, go to the tab Merchant » Company https://admin.pay.nl/my_merchant.
In the first field under 'Contact details' select Email address. In the next field, enter the email address for receiving notifications. Now enter a description in the field Description and select the checkbox Notifications Figure: Setting e-mail address for notifications.

If you entered an email address under 'Contact details' you can of course also use this address by selecting the checkbox Notifications. Click on the green plus icon if you need to add a new row.
Click on the 'Save' button at the bottom of the page to process the change.

So far, we have set which email addresses are to be used for receiving notifications. Next, we need to set for each sales location if we want to receive notifications for that sales location. You can do so using the following steps:

In the Admin Panel, go to the tab Sales Locations https://admin.pay.nl/programs/programs/.
Under 'Notifications' select the checkbox for the field Merchant email addresses Figure: Setting notifications for a sales location.

Are you using our 'donations' or 'dynamic payment links' module? In that case you will see the field Merchant email addresses under 'After payment' instead of 'Notifications'.
Click on the 'Change' button at the bottom of the page to process the change.

Do you have multiple sales locations? Repeat the above steps for each sales location.

Setting additional notifications for a sales location

Using the above procedure you have set a general e-mail address that you can use for all sales locations. It is also possible to add an email address and then link that address to one unique sales location. This option is particularly useful for merchants who have multiple sales locations and who want to send the notifications to the administration department as well, for example. Use the following steps to set additional email addresses.

Setting extra notifications for a sales location

In the Admin Panel, go to the tab Sales Locations https://admin.pay.nl/programs/programs/.
Click on the 'Change' link for the sales location for which you want to set notifications.
Under 'Notifications' select the field Merchant email addresses. Next, enter the e-mail addresses for receiving notifications in the field Extra email address(es) Figure: Setting extra notifications for a sales location. You can add more email addresses by clicking on the green plus icon.

Are you using our 'donations' or 'dynamic payment links' module? In that case you will see the field Extra email address(es) under 'After payment' instead of 'Notifications'.
Click on the 'Change' button at the bottom of the page to process the change.

Availability

Below are the packages that support this option.

	Pioneer	Professional	Business	Corporate
Receiving notifications

10.12. VERIFY configuration

Verify configuration

As a result of the new regulations regarding Strong Customer Authentication (SCA), we have decided to remove all 3D Secure settings from the Sales locations. It is therefore no longer possible to manage 3D Secure (and underlying) settings yourself.

PAY. will ensure that any changes required to comply with SCA are reflected in the check-out process so that all payments will be processed in a streamlined manner. You can, however, indicate in the Verify configuration how you want PAY. to deal with transactions that have ended up in VERIFY:

Strength: We recommend that you start with the VERIFY strength Normal. If you have a few frauds and relatively many 'suspicious transactions' that are genuine payments, you can lower the strength to Light . With high risk products or high order values, start with Strength.
- None (Default): There is no fraud check.
- Incidents: Transactions are marked as potentially fraudulent if the cardholder (or ANTITRUST value) has previously been involved in a fraudulent transaction or chargebacks.
- Light: A 'light' check is carried out. You can use this setting if your fraud rate is low or if you have a low risk of fraudulent payments.
- Normal: If you sell products with a maximum order value of up to € 250,- we recommend using this setting.
- Strict: If you sell products with a higher order value or a high risk product, we recommend using this setting.
Show Verify screen: If a payment is placed in VERIFY, PAY. will show an information screen to the payer.
Service Level: Determine who can approve or reject a transaction with the status VERIFY. You could possibly combine your own employees with the PAY. risk team.
Verify rule sets: Select a custom rule set here. If in doubt, do not choose a rule set to use as a default setting. In this case, please contact PAY. Support.

10.13. Enable Exchange notifications

Activate setting

Setup exchange url

Request method

Retry scheme

Status communicatie

The status of a transaction changes when it has been processed by the Pay. gateway. You are informed of each status change through an Exchange Notification. To enable Exchange Notifications, follow the steps below:

Go to My.pay.nl

Click the Settings tab, and then click the Sales Locations tab

Click Change behind your Sales Location

Scroll to the heading Exchange settings and turn the function On (img 1)

Choose 1 of the following settings (img 2):
1. Yes, use a static Exchange URL (Pay. calls that url when the status changes)
2. Yes, via the API or plugin (Pay. informs the linked webshop plugin or API if the status changes)
Select the Request method. This defaults to TXT (POST). Depending on your server configuration you can change it to another method (img 3).

Activate whether you want to repeat the calls. We also call this setting the re-try scheme. In this article we explain more about how this setting works (img 4).

Now choose the status communication. This setting determines after which actions (type of status changes) Pay. sends an exchange notification.

			Setting in PAY. Admin
Type	Status/Actie	Statuscode	All	Payment complete only	Order change	Changes no pending
Pending (status)	`pending`	20
	`pending`	25
	`pending`	50
	`pending`	90
Order wijzigingen (status)	`new_ppt`	100
	`cancel`	-90
	`cancel`	-80
	`authorize`	95
	`capture`	100
	`refunding`	-72
	`refunded`	-81
	`denied`	-63
	`denied`	-64
	`failure`	-60
	`verify`	85
	`chargeback`	-71
	`chargeback reversal`	100
Mutation (actie)	`refund:add`	-72
	`refund:delete`	100
	`refund:received`	-81
	`refund:storno`	100
	`incasso:add`	50
	`incassocollected`	100
	`incasso:deleted`
	`incassostorno`	-63

10.14. Setting Google Analytics Sync

Setting Google Analytics sync

A difficult aspect for many webshops is conversion tracking. Google Analytics offers webshop owners many insights into achieved targets and conversions. But often the statistics are inaccurate and do not match the actual sales.

This is particularly true when you use a Payment Service Provider with many different payment methods, like PAY., which can sometimes make exact conversion measurements difficult. Each payment method or iDEAL bank has its own method of handling transactions. As a result of this, many visitors may not be sent to the thank-you page, which creates a "gap" in Analytics between the measured conversions and the actual conversions.

These gaps are resolved by the unique PAY. feature 'Google Analytics Sync'. For each sales location you can enter your Google Analytics tracking ID in the PAY. admin panel. This ensures that Analytics is no longer dependent on a conversion pixel or a visit to the thank-you page. With every successful payment transaction, data are sent to your Analytics account. All privacy-sensitive information is of course filtered out of this data, and some information, such as transaction ID, order number, product data, and payment method, is returned as feedback.

Activating Google Analytics Sync

By default, Google Analytics sync is not activated. You can activate this option via the link 'Change package options' on the tab Merchant » Company https://admin.pay.nl/my_merchant. . Make sure the option 'Google Analytics Sync' Figure: Activate Google Analytics sync is checked in the pop-up.

Need help with activating?

More information on activating a package option can be found here.

Setting Google Analytics Sync

Use the following sets to enable 'Google Analytics Sync'

In the Admin Panel, go to the tab Sales Locations https://admin.pay.nl/programs/programs/.
Click on the 'Change' link for the sales location for which you want to set 'Google Analytics Sync'.
Under 'Notifications' enter your Google Analytics tracking ID in the field Google Tracking Code.
Click on the 'Change' button at the bottom of the page to process the change.

E-commerce view

In order to track conversions you need to enable the e-commerce view in Google Analytics. To do so, log on to your Google Analytics account and click on 'Administrator'. Under 'View' click on 'E-commerce settings' and select 'E- commerce'.

Preventing duplicate conversions

Do you currently use e-commerce tracking in your webshop? In that case you need to remove this conversion code to prevent the results from being included twice.

Availability

Below are the packages that support this option.

	Pioneer	Professional	Business	Corporate
Google analytics sync

10.15. Setting Second Chance

Activate Second Chance

Change sales location

Setting Second Chance

For each registered sales location you can activate the 'Second Chance' option. When an end user does not complete the payment, the system checks if there is a similar transaction that has the status PAID. If not, the system sends the end user an e-mail with a payment link for making the payment.

Activating Second Chance

By default, the 'Advanced options' are not activated. You can activate this option via the link 'Change package options' on the tab Merchant » Company https://admin.pay.nl/my_merchant. Make sure the option 'Second Chance' Figure: Activate Second Chance is checked in the pop-up.

Need help with activating?

More information on activating a package option can be found here.

Setting Second Chance

After the 'Second Chance' module has been activated, you can set it for a sales location (webshop). You can do so using the following steps:

In the Admin Panel, go to the tab Sales Locations https://admin.pay.nl/programs/programs.
Click on the 'Change' link for the sales location for which you want to use 'Second Chance'. Figure: Change sales location
You can change the settings for a sales location. Scroll to the option 'Second Chance’ at the bottom of the page.
Make sure the checkbox 'Send second chance' is checked. Figure: Setting Second Chance. The following additional fields can be set:
- BCC Email
  You receive a copy of the email sent by PAY. for verification. Your email address is not visible to the user.
- Waiting time
  The time between cancellation or expiry of the payment and the sending of the email. We do not send emails between 0:00 and 9:00. Mails are sent after this period.
- Mail validity
  The validity of the payment link. After this period the link can no longer be used. The value 0 indicates a validity of 4 hours.
Click on the 'Change' button at the bottom of the page to save the changes and to use the 'Second Chance' module.

Availability

Below are the packages that support this option.

	Pioneer	Professional	Business	Corporate
Second chance

Video

Video	Description
	Setting Second Chance Instruction video for setting the Second Chance module.

10.16. Setting the iDEAL Backup Plan

Although the availability of iDEAL is generally quite good, bank interruptions and interruptions of the iDEAL service cannot always be prevented. To ensure that you don't miss any sales when such interruptions occur, PAY. has developed an innovative feature: the iDEAL Backup Plan.

If a bank has a success rate below 25%, we assume that the bank is not or insufficiently available. This is when the iDEAL Backup Plan is activated. PAY. will automatically replace the bank's payment page by an information page that offers the consumer the following three options.

Pay Later by invoice (via Billink)
Before the information panel is shown, the system will check if your customer has passed the acceptance check and if the purchased products can be paid for via Billink. Only then the option ''Pay by invoice'' will be shown.
Keep the orders & e-mail the payment link (PayItLater)
This e-mail is sent automatically as soon as the customer's bank is available. The customer can then complete the payment with just one click.
Select other payment option
Your customer returns to the webshop and selects a different available payment option.

Activating the iDEAL Backup Plan

By default, the iDEAL Backup Plan is not activated. You can activate this option via the link ''Change package options'' on the tab Merchant » Company https://admin.pay.nl/my_merchant. Make sure the option ''iDEAL Backup Plan'' Figure: Activating the iDEAL Backup Plan is checked in the pop-up.

Need help with activating the iDEAL Backup Plan?

More information on activating a package option can be found here.

Change service

Setting the iDEAL Backup Plan

Setting the iDEAL Backup Plan

After you have activated the iDEAL Backup Plan, you can set this option for a sales location. You can do so while following the steps below:

In the Admin Panel, go to the tab Sales Locations https://admin.pay.nl/programs/programs.
Click on the ''Change'' link for the specific sales location where you want to use the iDEAL Backup Plan. Figure: Change service
You can change the settings for a sales location. Scroll down to the payment method iDEAL followed by a checkbox for the iDEAL Backup Plan. Figure: Setting the iDEAL Backup Plan
Select the option and click on the ''Change'' button at the bottom of the screen.

Video	Description
	iDEAL Backup Plan iDEAL Backup Plan instruction video: setting up and using this unique feature.

Availability

Below are the packages that support this option.

	Pioneer	Professional	Business	Corporate
iDEAL Backup Plan

10.17. URL2INFO

Setting up a URL2INFO URL

The URL2INFO option lets you easily display information from your back office in PAY’s systems. This means you can compare the data on a transaction to those from your own systems. If you have activated this option, you can enter a separate URL for each of your sales locations. These URLs can then be set up dynamically with a number of transaction variables.

This information will be shown when you view a transaction in the PAY. App or in the transaction details pop-up window in the Admin Panel.

There are a number of variables you can use to dynamically set up the URL:

#TRANSACTIONID# - The unique transaction code that is generated when you initiate a transaction.
#ORDERID# - The unique orderId that PAY. generates at the start of a transaction.
#CUSTOMERREFERENCE# - The unique customer reference or customer number that your platform can assign to the transaction start API.
#CUSTOMERKEY# - The hashed unique customer reference of the payment method used by the customer, e.g. an IBAN number, telephone number or card number.

It is possible to set up a URL with GETvariables or a folder structure:

For example, https://demo.pay.nl/url2info/?orderId=#ORDERID#&klantnr=#CUSTOMERREFERENCE# will result in the following URL: https://demo.pay.nl/url2info/? orderId=1034353156X15c11&klantnr=081421

You can also set up the URL as follows: https://www.uwfacturatieplatform.com/#CUSTOMERREFERENCE#/#TRANSACTIONID# which results in: https://www.uwfacturatieplatform.com/081421/EX-1234-5678-9012

10.18. Refund notifications

Activating the refund confirmation email for end users

Refund email

If you issue a refund via PAY. , we can notify your end user of this. We will send an email in their own language to the email address used in the transaction. You can choose one of the following options:

Never send an email
Only send an email for multipayments or if gift cards were used
Always send an email

10.19. Google Analytics Sync 4

Google Analytics - My.pay.nl Property

Google Analytics - Stream maken

Google Analytics - Metings-ID

Google Analytics - Stream openen

Google Analytics - API-Geheimen voor Measurement Protocol (API-secret)

Google Analytics -API secret

Vanaf 1 juli 2023 migreert Google Analytics naar Google Analytics 4. De standaard "property" om data naar Google te versturen stopt na 1 juli 2023 met werken.

De GA-4 property moet vanaf die datum actief zijn in de Verkooplocatie van het Pay. Admin portaal. Om deze transitie voor te zijn hebben we de nieuwe "GA-4 properties" alvast toegevoegd.

Wil je deze "property" updaten naar GA-4, klik dan op Instellingen, vervolgens op Verkooplocatie en klik achter de verkooplocatie op het Tool icoon (wijzigen). Scroll in het menu naar het kopje Notificaties. Als je op dit moment nog geen gebruik maakt van Google Analytics Sync dan staat deze functie op de instelling Standard property (UA- XXXXX-Y).

Google Analytics 4

Om gebruik te maken van GA-4 klik je op de dropdown en kies je de GA4 property (G-XXXXXXXXXX) uit de lijst. Je ziet nu 2 invoer velden:

Metings-ID (G-XXXXXXXXXX).
Hieronder leggen we uit waar je dit ID kunt vinden in de Google Analytics portal:
1. Login bij Google Analytics
2. Maak een nieuwe- of kies een bestaande Property
3. Klik op Gegevensstreams
4. Kies Web en vul de Stream-url van jouw webshop in
5. Geef de Gegevensstream een naam
6. Klik op Stream maken
7. Het Webstreamgegevens wijzigen scherm wordt automatisch geopend. Het Metings-ID (G-XXXXXXXXXX) staat rechts (bovenin) in het Streamdetails menu.
8. Kopieer deze uit Google Analytics en plak deze in hetzelfde veld in het My.pay.nl Admin

API secret (HiWE2E8-RNSG-MT0lYjg4Q).
Hieronder leggen we uit waar dit dit id kunt vinden in de Google Analytics portal:
1. Login bij Google Analytics
2. Kies de Property die je zojuist hebt aangemaakt
3. Klik op Gegevensstreams
4. Klik op jouw Stream
5. Klik onderin het Gebeurtenissen menu op API-geheimen voor Measurement Protocol
6. Klik nu naast het zoekveld op Maken
7. Kopieer nu de Geheime waarde/ API-Secret en plak deze in hetzelfde veld in het My.pay.nl Admin
8. Klik op Wijzigen om jouw GA-4 Properties op te slaan

Werkt de koppeling?

Om te controleren of er data is ga je in Google Analytics naar de Rapportages. Heb je na 48 uur geen transactiedata ontvangen controleer dan of het Metings-ID en API-secret correct zijn gevuld en herstel eventuele fouten. Neem als het probleem blijft bestaan contact op met de Pay. Support Desk.

10.20. Deprecated payment options

Deprecated payment method

Deprecated Payment Methods

Payment methods may be deprecated from time to time. This can be the result of a decision by Pay. or by the payment method provider. When a payment method is deprecated, its status changes to "Deprecated" within the platform. This has the following implications.

What does "Deprecated" mean?

Transactions remain possible:
Previously activated payment methods remain available for processing transactions during the deprecation period. Customers who have already integrated the method in their checkout can continue to use it.
No longer available for activation:
New activations of the payment method are no longer possible. This means the payment method cannot be activated via the Dashboard or the API.
No longer visible in the overview:
The deprecated payment method is no longer shown in the list of available payment methods within the Dashboard or other management screens.

What should you do as a merchant?

If you are currently using a payment method that has the status "Deprecated", we recommend preparing your integration for an alternative method. In most cases, we will communicate a specific date after which the payment method will no longer be available. Until then, existing transactions will still be processed, but we strongly advise migrating to a supported method as soon as possible. For questions or support with the migration, please contact our support team.

11. Connection software

PAY.'s payment solutions can be linked to your sales location in different ways. Via:

Plug-ins
Payment links
Donation links
PAY. SDK for developers
PAY. APIs for developers
PAY. NODEJS SDK voor developers

11.1. Plug-ins

With our ready-to-use plug-ins you can link the payment solutions of PAY. to your webshop or website in a couple of easy steps, without requiring any technical skills. PAY. offers plug-ins for the following e-commerce systems:

More information

More information on installing and configuring the various plugins can be found in Plug-in documentation.

11.2. Payment links

Would you like to link a payment link to your invoices, e-mails or blog posts? It only takes a few clicks and no technical skills to generate a payment link for which you can define the amount, the description and the payment options yourself.

PAY. offers two types of payment links: a dynamic payment link for unlimited use, and a one-time payment link that is generated for one unique customer.

More information

Generating a payment link

11.3. Donation links

With our donations module you can generate a donation link in a few steps to easily receive donations for your charity. Donors can decide how much they want to donate and which payment method they want to use for their donation. It is also possible to set a minimum or fixed amount.

More information

Generating a Donation link

11.4. PAY. SDK

The PAY. SDK is suitable for developers who wish to have complete freedom regarding the integration of the payment options. With a few lines of code you can call the payment methods you want to use, initiate a transaction, or make a refund. The SDK is available for the following programming languages:

More information

More information on the PAY. SDK, including code samples, can be found in our Developer documentation

11.5. PAY. APIs

Are you a developer and is the programming language you use not supported via the PAY. SDK, or do you want to use functions that are not supported by SDK? You can use the very extensive PAY. APIs.

More information

More information on the PAY. API, including code samples, can be found in our Developer documentation

12. Collect Desk

The payment technology of PAY. (the CORE) can be called from different applications. The Collect Desk is a simple panel in which you can initiate and refund payments. The Collect Desk calls the CORE and displays the next step on the screen.

You can enter the requested data, and use the camera or barcode scanner. (in case of the QuickPAY scanner, or to redeem a gift card).

Creating a payment link
Payment link via text message
Creating a QR code
InStore payment
Outgoing IBAN payment
QuickPAY scanner
Redeeming a gift card
Credit card payment (MOTO)

12.1. Payment notifications

App Dashboard

It is possible to receive a payment notification for the created transaction in case of an indirect payment. For example, when a payment link is sent by e-mail or text message.

By default, we can inform the employee who made the payment by e-mail if the company uses a professional package and the user has installed the PAY. APP and activated the PUSH notifications.

12.2. Creating a payment link

Creating a payment link

Setting a one-time payment link

You can use the one-time payment link to create a payment for a customer. After payment, the link cannot be used again. The payment link is sent to the customer in an e-mail. You can also include an attachment, e.g. an invoice. Use the following steps to create a one-time payment link.

In the Admin Panel, go to the tab € (Collect desk) https://admin.pay.nl/applinks.
Select the option 'Create payment link’ in the right-hand menu Figure: Creating a payment link
The page that is displayed contains the following fields: Figure: Setting a one-time payment link
- Amount
  Enter the amount to be paid. The default currency is euro, but you can also select another currency. Be aware that conversion costs may apply in that case.
- Sales Location
  Select the sales location for which you want to create a payment link. The name of the sales location is also shown on the payment screen.
- Expires in
  ere you can indicate how long a payment link should be valid. The maximum period is 7 days (this is also the default setting). For a longer vailidty period, please contact support@pay.nl.
- Payment reference
  This description is shown with the payment and can also be found in the statistics of PAY.
- Direct email
  If you select this option, PAY. will send the payment link to the customer. Do not select this option if you prefer to send the payment link yourself.
- Salutation
  A salutation to make the email that is sent more personal.
- Email address
  Email address of the recipient.
- Language
  Select the language to be used for the e-mail and for the payment screen.
- Myself in BCC
  Select this option if you want to receive a copy of the sent e-mail.
- Attachment(s)
  If you want the payment link to be sent by PAY., you can optionally upload 1 or more attachments. This makes it possible to include an invoice with the payment, for example.
Click on the 'Add' button at the bottom of the page to generate the payment link.

Availability

Below are the packages that support the one-time payment link.

12.3. Send a paylink through SMS

App Dashboard

The Cashboard lets you send payment links directly to a mobile phone number. This will let your customer complete the payment via their smartphone.

Before you can use this payment option, you must first activate the Free SMS option in the package options. This package option lets our system send out a text message to your customer’s mobile phone number. Complete all required fields, select the sales location for which you want to initiate the transaction and assign a validity period to the link by specifying the number of days before the link expires. Click on the orange Add button to send the text message containing the payment link.

Availability

Below, you will find an overview of the packages that offer this option.

	Pioneer	Professional	Business	Corporate
Comparison diagrams

12.4. Creating a QR code

App Dashboard

You can use our Cashboard to generate a static QR code. The QR code is shown in a pop-up and must be scanned directly.

In order to generate the QR code, fill in all mandatory fields and click on the orange Toevoegen button.

We are aware that this QR solution is the least customer-friendly solution. If you want to generate dynamic QR codes, for example for use with invoices or online payment platforms, please use our Dynamic Payments module.

Availability

Below are the packages that support creating a QR code.

	Pioneer	Professional	Business	Corporate
Comparison graphs

12.5. Creating an instore payment

App Dashboard

If you have a YOMANI terminal by PAY. you can initiate a instore transaction from the Cashboard. Fill in all mandatory fields and select the terminal for initiating the transaction under Terminal. Click on the orange Toevoegen button to start the transaction.

12.6. Refund instore payment

PIN transaction refund

In addition to creating a return PIN transaction on MPOS.nl or the transaction::START API, it is also possible to use the Collect Desk in PAY.'s Admin Panel to initiate a return PIN transaction. You can then start the return PIN transaction on a linked PIN terminal. To start a return PIN transaction, open the Collect desk and click on the button Instore Payment in the left menu.

Important: A condition for starting return PIN transactions is that the option is active in your account. Do you want to use the PIN refund option via PAY. then please read the information on this page carefully. If the option for a PIN refund is already active on your connection and you want to refund an amount to the consumer, then please enter a negative amount. You do this by placing a minus or hyphen before the amount. Enter all other fields, choose the appropriate linked terminal and finally click on Add.

12.7. Create direct IBAN refund

App Dashboard

The Cashboard lets you generate an outgoing IBAN payment. You can use this Cashboard function if the refund period of a payment option has expired or you have to issue a payment to a customer from whom you did not receive a transaction.

To generate an outgoing IBAN payment, you must of course have your customer’s IBAN number. For iDEAL payments, this information is available in the Client reference column of the Transaction overview. Once you complete the transaction, we will transfer the specified amount (via bank transfer) to your customer’s account. The money will be added to your customer’s account within a few working days (the exact period differs per bank).

Complete all required fields. It is important to make sure that the IBAN number, the Recipient and the BIC number all match. If this is not the case, the outgoing IBAN payment will be reversed. When that happens, the amount is added back to your balance. Lastly, enter the Payment reference. This can be a keyword or an invoice/order number. The reference should allow your customer to recognise the refund and you should be able to justify it in your books. To complete the payment, click on the orange Add button.

Availability

Below are the packages that support this option.

	Pioneer	Professional	Business	Corporate
Externe restitutie aanmaken

12.8. Redeem Gift card

App Dashboard

Which types of gift cards can you redeem?

PAY. lets you redeem a large number of gift cards. An overview of accepted gift cards is available on the Payment methods page. Before redeeming a gift card, it is important to make sure that the payment method in question has been activated for your Sales location. If you have not set up a Sales location yet or if you want to accept more types of gift cards, you must activate the associated payment option for your Sales location. You can read more about how to do that here.

How can you redeem a gift card?

The Cashboard also lets you redeem gift cards manually, e.g. if you have a physical store and your customer wants to pay with a gift card that you cannot accept otherwise.

Enter the amount. If the gift card has a balance of e.g. €50, but the transaction value is only €25, you can remind your customer that they can use the remaining balance to pay for a future (online) purchase. Manually enter the gift card number or scan the barcode. Certain types of cards also require you to enter a PIN number or verification code. Next, select the sales location for which you want to initiate the transaction and enter a Reference. Finally, click on the orange Add button to redeem the gift card.

12.9. Creditcard payment

App Dashboard

The MOTO (Mail Or Telephone Order) option lets you charge a credit card via the Cashboard. This allows you to request and enter payment information for an order placed via telephone or, if the customer is in your store, charge their card. You can only do this if you know both the card number and its expiration date. This type of payment does not require 3Dsecure payment or a CVC2 code.

Select the Sales location for which you want to initiate the MOTO transaction. Complete all required fields. Click on the orange Add button to charge the customer’s card.

13. Dashboard

The Dashboard offers a convenient overview of statistical payment information at a glance, including the latest online payments and clearings, day and week comparisons, and a search function.

When you log on to the Admin Panel your dashboard is displayed. You can return to your dashboard at any time by clicking on the Home button in the top left-hand corner.

Video	Description
	PAY. Dashboard Dashboard instruction video: What information can be found on the PAY. Dashboard?

13.1. Messages

Messages

At the top of the screen are your personal messages Figure: Messages. We use messages to keep you informed about important news, for example an update for your webshop plugin, a new payment method, or other new features.

Personal messages from your account manager are also displayed here, for example if there are things you still need to do to complete your dossier.

13.2. Clearing overview

Clearing overview

The clearing overview Figure: Clearing overview contains all information you need regarding your pay-outs. It shows your booking balance as well as the amount of your latest clearing, and the scheduled date and amount for your next clearing.

From this overview you can go to the overview page, where you can download invoices and specifications.

Availability

Below are the packages that support this option.

	Pioneer	Professional	Business	Corporate
Clearing overview

13.3. Turnover diagrams

Turnover diagrams

In addition to the clearing overview there are the turnover diagrams Figure: Turnover diagrams. These useful diagrams visualise your turnover data for the online payments at a glance. Your turnover of the past 13 weeks is shown, as well as the turnover of the last 35 days. The diagram also shows which online payment methods were used, for example AfterPay, iDEAL, Bancontact or credit card.

Availability

Below are the packages that support this option.

	Pioneer	Professional	Business	Corporate
Turnover diagrams

13.4. Payment mix

Payment mix

The payment mix overview Figure: Payment mix provides insight into the relationship between the different payment methods, and allows you to identify any deviations. In the table you can see the percentage of your online orders paid via iDEAL, Afterpay or Bancontact. The payment mix option is available from the Professional package.

Select payment mix

You can select payment mix by clicking on this option at the bottom of the turnover diagrams Figure: Select payment mix.

Availability

Below are the packages that support this option.

	Pioneer	Professional	Business	Corporate
Payment mix overview

13.5. Comparison graphs

Comparison graphs

The comparison graphs Figure: Comparison graphs compare today’s turnover with yesterday's turnover, and this week's turnover with last week's. The comparison graphs give you a good picture of deviations in transaction volume per hour / day. This allows you to respond in time.

Selecting the comparison graphs

You can select the comparison graphs by clicking on this option at the bottom of the turnover diagrams Figure 191: Selecting the comparison graphs.

Availability

Below are the packages that support this option.

	Pioneer	Professional	Business	Corporate
Comparison graphs

13.6. Finding transactions

Search transactions in the dashboard

The most convenient function of the PAY. dashboard is the transaction search function Figure: Search transactions in the dashboard. This function can be used to quickly and easily find any online transaction. You can search by name, amount, property and many more characteristics.

The search option within the dashboard allows you to search the transactions form the last 13 months. In addition, the searchable fields are very extensive so that (in addition to standard fields such as amount, name, customer characteristic (IBAN, card or telephone number)) you can also search for products, name and address details or free variables such as extra1, extra2, extra3 and object.

Each additional search term you enter in the search bar reduces the number of results. It is only possible to reduce the number of results by expanding the search terms. Do you want to use combined filter (for example all transactions of iDEAL and Bancontact)? You can do so in the Transaction overview.

Searching for a transaction in the dashboard

Deepening and excepting in one search

You have contact with a customer who indicates that he / she has paid an amount of € 69.95 with iDEAL. When you enter "IDEAL 69.95" in the search window on the dashboard, you will receive all iDEAL payments of that amount. If there are too many hits on the specific search, you can expand the command by adding the place name or one of the products. It is also possible to exclude certain terms by placing the - sign before the search term. After you have searched for "iDEAL 69.95 frying pan - janssen Enschede" you will find the exact order you werelooking for.

Immediate refund

If necessary, the amounts found can be refunded directly from the pop-up. To do this, click on the relevant transaction in the search result Figure: Searching for a transaction in the dashboard 193 and then click on the link ''Refund payment''.

Availability

Below are the packages that support this option.

	Pioneer	Professional	Business	Corporate
Searching for a transaction from the Dashboard
Refunding a transaction from the Dashboard

13.7. Recent transactions

Recent transactions

There is an overview of the last 5 transactions in the lower left-hand corner of your Dashboard Figure: Recent transactions. You can expand this to include the last 25 transactions by clicking on the grey bar. Click on a transaction to get all information on that order. If necessary, you can refund a payment directly from the pop-up by clicking on the link 'Refund payment'.

Availability

Below are the packages that support this option.

	Pioneer	Professional	Business	Corporate
Recent transactions

13.8. Highest turnover in the last 35 days

Highest turnover in the last 35 days

The final component of the new dashboard is the turnover table Figure: Highest turnover in the last 35 days. You can filter this table by:

Website
Payment profile
Payment method
Country

In each table you can see which sector has been responsible for the highest turnover in the last 35 days.

Availability

Below are the packages that support this option.

	Pioneer	Professional	Business	Corporate
Highest turnover

14. Transactions

The transaction overview is the most visited page in the Admin Panel. Unlike Statistics, which only contains successful transactions, the transaction overview contains an overview of all payment attempts by a customer.

14.1. Transaction overview

The transaction overview is a table containing the payment attempts of your customers. This overview also contains failed transactions. This overview contains, among other things, the following transaction information:

Amount
Status
Date / Time
Used payment method
Customer data
Webshop name
Order description
IP address

Configuration

Configure columns in table

By default, the transaction overview contains the most used columns of 20+ available columns. You can use the link 'Configuration' Figure: Configure columns in table in the lower right-hand corner to set the columns you want to include in the table. You can also change the order of the columns. In addition, at the bottom of the configuration screen, you can set the number of results to be shown per page.

Table with all payment attempts

Viewing all transactions

Use the following steps to view all transactions:

In the Admin Panel, go to the tab Transactions » Totaaloverzicht https://admin.pay.nl/transactions.
The table shows the last 10 payment attempts Figure: Table with all payment attempts. The number of results per page can be changed using the configuration link on the right, below the menu. You can use the navigation bar under the table to go to the results on the next page.

Reversing a transaction

You can easily reverse transactions via the transaction overview. A detailed explanation can be found here.

Availability

Below are the packages that support the ‘Transaction overview’ option.

	Pioneer	Professional	Business	Corporate
Transaction overview

14.2. Transaction details

General transaction details

Transaction workflow

Customer data

Product details

Communication details

The transaction overview contains the main properties of a transaction. To view all details for one specific transaction you can click on the magnifying glass icon, or on the EX code. This will open a pop-up with the following transaction details:

General transaction details

At the top of the pop-up the main data are displayed Figure: General transaction details such as: the amount, the order number, the name of the webshop, and the selected payment method. You can use the link 'Refund payment' in the pop-up to immediately reverse the payment to the customer.

Autorisation method

More and more payment options, for example iDEAL, Bancontact, Alipay and WeChat Pay, offer the option to authorise by QR code. Below you will find the options:

Card data / bank selection
Mobile 2 APP
QR 2 APP Payment

Transaction workflow

The transaction workflow Figure: Transaction workflow contains the steps a transaction has gone through. By default, this contains the dates / time the transaction was started and paid out to the merchant in a clearing. Any repayments (restitutions) are also shown here.

End user details`optional`

If the plug-in or API you use forwards customer data, this data can be found under 'End user'. Figure: Customer data

Product details `optional`

If the plug-in or API you use forwards product data, this data can be found under 'Products'. Figure: Product details

Communication details `optional`

If the plug-in or API you use has a communication URL set, all calls for this transaction can be found under 'Communication information'. Figure: Communication details

Availability

Below are the packages that support the option 'Transaction details’.

	Pioneer	Professional	Business	Corporate
Transaction details

14.3. Original amount

Conversie bij transacties in een andere valuta

PAY. is een Nederlandse PSP. en betaalt uit in Euro. Wel kun je met Pay. consumenten laten betalen in de lokale valuta. Ontvangen betalingen worden op basis van de actuele dagkoers omgerekend naar EUR.

Vanuit je webshop geef je een valutacode mee aan onze API. De betaling wordt vervolgens in het betaalscherm weergegeven in dezelfde munteenheid als jij in je webshop aanbiedt, dus bied jij je product aan in USD dan wordt de betaling weergegeven in USD. Het eventuele koersverschil tussen EUR en USD is voor de merchant. Start je de betaling in EUR, en betaalt de klant in USD, dan is het koersverschil voor de consument.

Refund van transactie in andere valuta

Er zijn 2 mogelijkheden:

Refund in originele valuta: Er vindt voordat wij de refund naar de betaaloptie sturen een conversie plaats op basis van de dagkoers. Is het bedrag in EUR gelijk dan wordt de refund verstuurd. Is het refundbedrag in EUR na conversie hoger, dan krijg je een foutmelding. Hiervan is alleen sprake bij de betaaloptie Creditcard.

Meer informatie over de maximale restitutiebedragen per betaaloptie lees je hier. Bezit de consument een betaalrekening in een andere valuta, dan rekent de bank van de consument de betaling om naar de originele valuta
Refund in EUR: Wij sturen het bedrag in EUR naar de betaaloptie. Bezit de consument een betaalrekening in een andere valuta, dan rekent de bank van de consument de betaling om naar de originele valuta

14.4. Involved moneyflow

Transaction not received from the payment option

Received and completed transaction from the payment option

When you receive a transaction, we will place the turnover directly into your book balance. However, we do not receive these funds directly from our payment options. Because we cannot continue to pay funds before they are received, we pay them according to the payment terms. The payout differs per payment option. An overview per payment option can be found in the payout speed table.

From the Business package it is possible to see (at transaction level) whether funds have been received from the (postpay) payment option(s). If funds have not been received, PAY. usually does pay out. In the Transaction information pop-up in the table Money flow involved this will be shown as follows:

1. Transaction not reconciled yet

As indicated above, PAY. only pays out if the funds have been received and checked. We call this reconciliation. In the image on the right we see a partial transaction. The VVV Gift Card transaction has not yet been received from the payment option and has therefore not been released. Based on the payout period, we communicate the date that the transaction has been released. Clearing takes place according to the clearing frequency.

You can also see an iDEAL payment. We received the money from this payment option on 12-09-2025. We therefore release the transaction on 13-09-2025. The payment will be made according to the clearing frequency.

2. Transaction has been received / released / paid

In the picture on the right, we see another partial transaction. The VVV Gift Card transaction has been received, released and paid. The same applies to the iDEAL payment. By hovering your mouse over the Question mark an ALT-tag appears containing the clearing attribute in which the transaction has been paid. You can find the clearing feature in the clearing history.

14.5. Refunds

Transactie refunden

Restituties beheren

Via het ''Transactie overzicht'' kan je elke transactie met de status PAID terugbetalen aan jouw klant. Indien de klantgegevens in ons systeem bekend zijn, worden deze vooraf ingevuld en kan je direct een refund aanmaken. Dit doe je door op het groene pijltje te drukken van een specifieke transactie in het transactie overzicht. Zodra je op het groene symbool klikt, verschijnt er een popup. Klik op ''Refund betaling'' om de betaling te refunden Afbeelding: Transactie refunden.

Veel van onze plugins ondersteunen ook refunds vanuit de back-end. Zie hiervoor de documentatie van de betreffende plugin.

Zie voor uitgebreidere uitleg: Transactie terugbetalen

Controleer in de Pay.-portal of de optie voor refunden aan staat (dat is niet altijd het geval)
Merchant -> Overeenkomst -> Wijzig overeenkomst & opties -> Zoek naar optie Restituties beheren

14.6. Multipayments

It is possible to receive multipayments from Pay.nl. This allows a customer to pay part of the amount with a gift card (see here for a complete overview of the different gift cards) and the remaining amount with a different gift card or payment option. The process for a multipayments may differ depending on how the remaining payment is made. Here we explain a few important points:

The customer starts his payment and fills in the card details of the gift card. We check the data and carry out an authorization on the gift card. Only when the remaining payment has been successful we will set the gift card payment to PAID and remove the balance from the card.
For a multipayments with a gift card and the remaining amount via a Buy Now Pay Later (BNPL) option, the process is slightly different. We immediately initiate a capture on the gift card. If 'Direct Capture' applies to the BNPL option, we will also perform a direct capture on the remaining payment. If there is 'Delayed Capture', a capture or void must still take place on the BNPL transaction.
For a multipayments, we will cancel the transaction if no payment has been made within 30 minutes.
For a multipayments with a BNPL option, we will automatically refund the funds to the gift card when the BNPL option is voided (cancelled).

14.7. Transaction filters

Select period

Select filter

Select view

At the top of the transaction overview you can look for transactions using the following options:

Period
Select the period Figure: Select period for which you want to view transactions, e.g. today, last 7 days, last month, a custom period, etc.
Filter
Use a filter Figure: Select filter to look for a specific property, e.g. payment method, status, amount, customer property, etc. You can add more filters by clicking on the green plus icon. More information on filters can be found here.
View by
By default, all transactions are shown in the table (screen) Figure: Select view. From the Professional package, you can also select the option 'CSV'. A CSV file is then generated containing all transactions that meet the search criteria.

Availability

Below are the available view options per package.

	Pioneer	Professional	Business	Corporate
Table (screen)
Output to CSV

14.8. Capture or void

Reserved transactions

Capturing or voiding transactions

Capturing or voiding a transaction from the transaction pop-up

For certain postpay payment methods and credit card transactions, it is possible to make a reservation that can be done at a later time. This can be either done while conversting the reservation into a payment (capture) or a canceled transaction (void, also known as released).

There are two possibilities to convert a reserved transaction into a capture or a void

1. Via the overview of reserved transactions
2. Via de transactiondetail pop-up

1. Via the overview of reserved transactions

In the Admin Panel, go to the tab Transactions » Reservations https://admin.pay.nl/transaction/reservations .
Under ''Open reservations'' you can see an overview of all reserved transactions Figure: Reserved transactions. In the options column you can convert the transaction into a payment by clicking on ''capture''. If you want to cancel the transaction, click on release (void).

2. Via the transaction details pop-up

You can open the transaction details pop-up via the Dashboard or the Transaction overview.
If the payment concerns a reservation, you will see the option to capture or release the transaction at the top of the pop-up (void) Figure: Capturing or voiding a transaction from the transaction pop-up.

A reservation can only be open for a certain amount of time. If you do not complete the transaction within the maximum reservation period, it will turn into a capture. The transaction is automatically released by default. However, it is also possible to make use of an autocapture after X days. Your accountmanager can help you set this up.

14.9. Transaction statuses

99% of all transactions have the status PENDINGwhen the transaction is initiated, which changes to PAID after successful payment or CANCEL if the payment failed. However, there are also statuses that are used within the PAY. platform. The following table contains a complete overview.

Statuses

Code	Status	Description
Common statuses
`-90`	`CANCEL`	The payment has been cancelled
`-80`	`EXPIRED`	The payment has expired
`-72`	`REFUNDING`	The payment will be refunded (you can still cancel this)
`-81`	`REFUND`	The payment has been refunded
`20` `25` `50`	`PENDING`	The final status of the payment is not yet known
`85`	`VERIFY`	The payment is treated as suspicious. The status needs to be determined by means of an additional check
`90`	`PENDING`	The payment has not yet arrived into our bankaccount and therefor not yet guaranteed
`95`	`AUTHORIZE`	The payment has been reserved and can be captured. This status is used for credit card payments and some post-payment methods.
`97`	`PARTLY_CAPTURED`	The payment has been partly captured. You can void or capture the autorised part.
`100`	`PAID`	The payment was successful
Other statuses
`-51`	`PAID CHECKAMOUNT`	Payment cancelled because the amount paid by the customer does not match the original order amount
`-60`	`FAILURE`	The payment was cancelled due to an unexptected failure at the payment processor.
`-63`	`DENIED`	The payment was rejected by the payment processor. In case of post-payment methods this means that the customer did not pass the credit check
`-64`	`DENIED`	The payment was cancelled by an employee or external system.
`-71`	`CHARGEBACK`	Chargeback of a credit card payment
`-82`	`PARTIAL REFUND`	The payment has been partially refunded
`80`	`PARTIAL PAYMENT`	Partial payments are used with gift cards that do not cover the full amount of the order

Status code: 100 (PAID): The payment was successful
Status code: NEGATIVE: The payment was cancelled or reversed
Status code: POSITIVE: The payment is still pending; the final status is not yet known

14.10. Success overview

Success overview

Above the table is a graphic with an overview of successful payments Figure: Slagingsoverzicht in the:

Last 36 hour
This is the left bar graph. Each bar represents one hour and consists of cancelled, expired, and paid transactions.
Last day
Pie chart showing the percentages for cancelled, expired and paid transactions in the last day.
Last week
Pie chart showing the percentages for cancelled, expired and paid transactions in the last week.

Success overview for a payment method

More information is shown when you place the mouse pointer on the graphs. By default, all transactions are shown. You can also select separate payment methods by selecting the checkboxes Figure: Success overview for a payment method. In this way you can query the success percentages for credit card payments, for example.

Availability

Below are the packages that support the ‘Success overview’ option.

	Pioneer	Professional	Business	Corporate
Success overview

15. Tokenization

With the option ‘Tokenization' the payer's card data is automatically stored encrypted on our systems. You will then receive a token that you can use for a next payment, so you do not need to request your customer's card data again. Four types of payment can be initiated with the token.

Merchant inititated transaction - You decide, after receipt of a mandate, what amount is debited and when.
MOTO transaction - You are in contact with the cardholder and he/she gives you permission to debit the amount.
Recurring transaction - A standing payment order for a membership or donation.
Instalment transaction - Order payment in instalments.

15.1. Activate

Contact your Account Manager if you wish to activate tokenization for your account or sales location. The technical documentation can be found here.

15.2. Saved tokens

Tokenization overview

Overview of token details

You can find the stored tokens in the Admin Panel Figure: Tokenization overview. You can find this overview under Manage » Tokenization. Here, the following data is shown:

Code
The unique code that is created as a token.
Customer data
The data of the consumer: Name and part of the credit card number.
Last used
The last time the token was used.
Created
The date the token was created.
Transactions
The number of transactions carried out with this token.
Amount
The total amount paid via this token.
Options
A detailed overview of the token with information about the consumer Figure: Overview of token details.

15.3. Collect Desk

Credit card payment via Collect Desk

You can also perform credit card transactions (Merchant Initiated Transactions (MIT)) manually. To do this, go to the tab Collect Desk. in the Admin Panel. If you click on 'Credit Card Payment' in the left menu, an overview is shown where you can fill in the correct data Figure: Credit card payment via Collect Desk. The following fields are shown:

Amount - Enter the amount and currency.
Sales location - Select the sales locations to which the payment must be linked.
Payment reference - Enter the payment reference of the transaction.
Existing card - Select the card data of the consumer if you stored the data via tokenization. In that case, the following fields will be filled in automatically. If you do not have stored card data you can fill in the following fields manually.
Card holder - The name of the cardholder as stated on the credit card.
Credit card number - The 16-digit number and the expiry date of the credit card.

16. Exchange-calls

Pay. sends an Exchange notification when a transaction status changes. If the call is successful, your webshop or own implementation updates the status to match Pay.’s. This is important for monitoring logistics processes or sending customer communication.

16.1. What is an exchange call?

The call from Pay. to your webshop or payment platform is actually a script (URL) that we call on your server. When we receive the correct answer from this script, the new order status has been correctly processed by your system. Pay defines the script that is called the ‘communication URL’ or ‘Exchange URL’. Other references could be ‘IPN’ or ‘webhook’.

16.2. Type of exchange calls

Your webshop will usually deal with one of the following three Exchange calls:

1. Starting a transaction

After a customer has chosen the desired payment method, a transaction starts. This is (often) the first time an Exchange call takes place between Pay. and your (webshop) implementation. In this case, the order will have the status PENDING.

2. Paid transaction

If the transaction has been successfully completed by your customer, Pay. sends an Exchange call with the status ‘paid’. This means the order is processed in your system and, for example, an invoice and confirmation e-mail are sent to the customer.

3. Canceled or expired transaction

If the payment is canceled by the customer, you will immediately receive an Exchange call with the status ‘cancel’. However, if the payment screen is clicked away, this cannot be done by Pay. being registered. In this case too, you will receive the status Paid from us if the payment has expired. For many of our payment options, this is 4 hours after the transaction has started.

Zijn dit alle exchange calls?

the above Exchange calls are executed in 90% of the cases. Get an overview of all possible Exchange calls here.

16.3. Exchange url

Add Exchange URL

To connect to your server, PAY. of course needs to know the URL to be called. You can easily add this Exchange URL via PAY. Admin

In the overview you can select the sales location for which you want to set the Exchange URL. To do this, click on Change next to the Sales location. For the field Set Exchange you can select one of the following two options:

1. `Yes, via the API or plugin included`

Select this value if you use a Plugin or Hosted solution developed by PAY., for example Magento, WooCommerce or Shoptrader. The plugin will automatically set the correct Exchange URL. You must select 'Yes, via the API or plugin included' if you use our APIs / SDKs, and you include Exchange URL when starting a transaction.

2. `Yes, use a custom communication URL`

If the Exchange URL is not set by a plugin, hosted solution or API, you must enter the URL yourself. To do this, select the option Yes, use a custom communication URL. Then enter the URL for your exchange script in the field Exchange/Communication URL and select a call method GET or POST. The operation of the Call is explained in 14.5. Retry scheme.

Please note: If your software transfers an exchange via the API and you also set one via the Sales location, both will be called.

16.4. Retry scheme

When PAY. calls your communication URL after a status update, our system will wait no more than five seconds for a response. However, it is possible that your server is not available just then or that a number of taxing processes are running that keep the server from responding in time. IIn that case, we will termiafterte the exchange call and view the request as failed. This may mean that your server has not processed the status update (correctly) and that the order status listed in your own back office does not match the one in PAY.’s Admin Panel.

To resolve this issue, you can use a so-called “retry scheme.” This ensures that the exchange call is repeated (a number of times) at a later time until we have received a correct response. When setting up a retry scheme, you can select the maximum number of times to repeat the call. If your script has not sent the correct response yet once this number has been reached, we will notify you via email. PAY. advises all merchants to use a retry scheme. Here is how to set it up:

Select the Sales Locations tab in the Admin Panel and click on “edit” next to the sales location for which you want to set up a retry scheme.
Specify how many times you want the call to be repeated with the “Repeat call” field. For most merchants, “six times over a two-hour period” is the recommended setting. Remember to save your changes.

Intervals

The table below shows the time between the various repeat calls.

	10 times within 24 hours (ascending)	11 times within 24 hours (balanced)	8 times every 15 minutes	6 times within 2 hours with a rising interval	1 times after 5 seconds
1st retry after:	1 second	10 seconds	15 minutes	30 seconds	5 seconds
2nd retry after:	3 seconds	30 seconds	30 minutes	50 seconds	-
3rd retry after:	10 seconds	1 minuut	45 minutes	70 seconds	-
4th retry after:	30 seconds	2 minutes	60 minutes	5 minutes	-
5th retry after:	60 seconds	1 hours	75 minutes	30 minutes	-
6th retry after:	5 minutes	3 hours	90 minutes	60 minutes	-
7th retry after:	30 minutes	6 hours	105 minutes	-	-
8th retry after:	60 minutes	10 hours	120 minutes	-	-
9th retry after:	12 hours	14 hours	-	-	-
10th retry after:	24 hours	19 hours	-	-	-
11th retry after:	-	24 hours	-	-	-

16.5. Failed Exchange Notification

When, after a status change, PAY. calls your communication URL, the system will wait for an answer for a maximum of 5 seconds. It is possible that your server cannot be contacted for a brief moment or that all kinds of heavy processes are running that prevent the system from responding in time.

Email notification

We send your users an email when the exchange fails immediately and you haven't set a retry scheme or when the last attempt within the retry scheme also fails.

Exchange call mislukt (of te traag)

In that case we will stop the exchange call and consider the request as failed. As a result, your server may not have processed the status change (correctly) and the order status in your own back office may not correspond with the status in the Admin Panel of PAY.

Retry scheme

Fortunately, there is the possibility to make use of a 'Retry scheme'. This ensures that the exchange call is repeated a number of times until we have received a correct answer. In the field 'Retry scheme' you can, among other things, enter the maximum number of retries. When this number is reached and your script has not given the required response, we will send you a notification by e-mail. PAY. advises every merchant to use the retry scheme.

Enable Retry scheme

Enable Retry scheme

Click in PAY. Admin on the tab Manage, click Sales locations and then click on the link Change behind the Sales location for which you want to set a Retry scheme. In the field 'Repeat call' select the number of retries; '6 times in 2 hours' is the setting recommended for most merchants. Do not forget to save the changes.

Failed exchange call

Example of a failed exchange call and the follow-up with Retry scheme

In the screenshot, we see that the order was started at 17:55 and that the associated exchange call with pending status was carried out correctly. Just over 2 minutes later, the customer completed the payment, and PAY tried to communicate this using the status new_ppt. But this exchange call fails and the retry scheme is activated.

The screenshot shows that the Retry scheme repeats the failed exchange call 30 seconds later. This time, PAY. receives the required answer and the exchange call is regarded as successful.

16.6. Payment state log

Exchange requests via Payment state log

Payment state log

The ''Payment state log'' is an overview of all exchange requests between PAY. and your server. You can find the overview with the help of the Admin Panel menu: Reports » Payment state log.

With the link in the ''Options'' column you will get all the details of the transaction, including the called URL and the full answer we have received from your server.

Bug fixes

In the ''Payment state log'' you will also find the HTTP code. If the HTTP code does not contain the value 200, then an error has occured. With the help of the online checklist you can figure out how to solve the most common problems.

Trage exchange calls (timeout)

The default timeout time of the exchange is 5000 ms (5 seconds). In very exceptional cases, we can increase this time for you. If your exchange is slow, the user will have to wait after the payment until the exchange responds or until the timeout time has expired. If you choose a timeout of more than 5 seconds, then there is a good chance that your customer will either refresh or close the page completely.

Is the exchange call mostly slow? Please read our blogspost where we share solutions for this problem.

17. VERIFY

PAY’s fraud module is called: ‘VERIFY’. Depending on various factors, we check whether a payment must be verified and by whom. In most cases, an employee checks the payment for signs of fraud. This way, we are able to protect both the consumer and the merchant. The merchant is asked for advice in about 10% of the cases. He/she can then decide whether or not to accept the payment risk.

Video	Description
	Fraude prevention Fraud prevention instruction video: how does the credit card verification process at PAY. work?

17.1. Verification moment

Verification moment

Verification moment

Not all data is available before we are able to properly check the payment. For instance, in the case of an iDEAL payment, we are only able to check the IBAN number after payment has gone through. When payment is made using a credit card, this check is possible during the payment. Below, we mention the moment VERIFY checks a transaction.

Before the actual payment;
During payment (before authorization and actual payment;)
After payment, but before we notify your system of the payment.

17.2. Service levels

Deviating transactions must be checked at all times. You can choose to do this yourself or you can choose to let PAY. full-service handle this. If you want to change this SLA, please contact risk@pay.nl.

Fashion	Explanation
SELF	You want to independently assess the VERIFY within 72 hours of the payment.
FULL_SERVICE	A risk employee of PAY. makes the decision.
SHARED_CHECK (default)	A PAY. employee will try to make a decision, but if in doubt, the transaction can be suggested to your employees.
PRE-ACCEPT	A PAY. employee checks whether the payment can be accepted. In case of doubt or rejection you will be notified, PAY. will not actively decline.

17.3. Variables involved in VERIFY

To ensure proper fraud protection our system monitors a set of variables. By combining these datasets, like the payment itself, de related transactions and the lifecycle of certain factors, our system kan assess the certainty of fraud and do an impact analysis.

The Amount
The Time
The IP address and hostname of the enduser
Browser and device data
The time between payment and delivery
The e-mail address of the enduser
The customer reference set by the merchant (customerRefference)
The customer trust factor, set by the merchant (customerTrust)
The risk category of the purchase
The used payment options and the authentication quality
The purpose of the payment (productType)

17.4. Risk Rules

Merchants who use the VERIFY module can change certain settings independently. However, based on the current market trends, PAY. will apply greater weight to its own risk rules in the case of known frauds and its legal obligations over and above the merchant's settings. It is therefore possible that we may verify a transaction without you actively using the VERIFY module.

17.5. Training the VERIFY module

In the beginning, you may receive some false positives; we know your specific target group, but do not yet know your own fraud measures. After approximately 10,000 payments, we will be able to properly identify your target group, so that deviating transactions occur less frequently and, if they do occur, they will actually be worth checking. In most cases, you will not notice this, because we will assess most transactions ourselves.

17.6. ANTI / TRUST

Add ANTI/TRUST rule

PAY. checks every credit card transaction for a possible fraud, we call this system the VERIFY. In addition to our standard checks and adding a customerTrust score to the Transaction::start, it is possible to influence the VERIFY itself through the ANTI TRUST.

Adding ANTI/TRUST rule

In the ANTRITRUST you can add fields. Each field has its own value. You give each unique value a score. If the value of a field matches during the fraud check of a transaction, the VERIFY applies the entered score. For example, if the field Delivery location key has a negative score of -25, for example because this address is used in fraudulent transactions before, every new transaction will be put to VERIFY for future credit card transactions. If the same field has a positive score of 25, for example because the delivery address is trusted, the transaction will be processed without a VERIFY status being assigned.

Available variables are:

Field	Match values	Score
Email address	Full email address	-25 to 25
CustomerKEY (encrypted value)	Unique hash created by the Transaction::start API.	-25 to 25
Delivery location KEY	Format: countryCode+ zipCode+streetNumber+streetNumberExtension For example: NL-7547TK-10	-25 to 25
IP address	IPv4 format	-25 to 25
customerReference	Reference of the end user that was sent by you during the Transaction::start.	-25 to 25
CustomerID	Customer reference, for example the credit card or IBAN bank account number	-25 to 25

Remove ANTI/TRUST rule

If you want to change a new or already added value, click on the Select button behind the added line. If you want to delete a value, mark the record. Then click on the dropdown menu and choose Delete. Click OK to actually delete the value. Note deleted values cannot be recovered.

17.7. Merchant Trust

It is possible to include your own reliability factor with a payment in order to prevent possible false positives. You can do this by adjusting the customerTrust when starting a payment.

-10 = Always in de VERIFY
-9 to -1 VERIFY scoring affected with these numbers
0 or empty = Geen eigen toepassing
1 to 9 VERIFY scoring affected with these numbers
+10 = Never in de VERIFY

17.8. Accepting or refusing

Via the Admin Panel

In the Admin Panel, go to the tabTransactions » Verify https://admin.pay.nl/transaction/verify.
Here you will see a summary of suspicious transactions. To approve the transaction, click on the green check mark, to decline the transaction, click on the red cross.
Once you have clicked on either of the options, a pop-up window will appear in which you must confirm your choice by clicking Approve/Decline,

Via the PAY.APP

Transactions can also be executed, approved or declined via the PAY. mobile APP. For more information, refer to APP transactions.

Via the API

Using the API, status 85 transactions can be approved or declined after verification. More information can be found here.

17.9. Exchange communication

Exchange call with rejected VERIFY

Exchange with acceptated VERIFY

If you have set up at your sales location at the exchange that you want to receive all status changes, we will call your exchange again after rejecting the VERIFY. With approval, the exchange is of course always called. In certain cases, the payment must be refunded with a rejected VERIFY, because the VERIFY only received signals after the payment that the payment was different.

Pre check

PENDING (Payment started)
VERIFY (Payment marked differently)

Post check (rejection)

REFUND: ADD (Create a refund order)
CANCEL (Pass payment cancellation.
REFUND: SEND (Refund completed)
REFUND: RECEIVED (refund received)

17.10. Verify screen

VERIFY screen

To inform your consumer that the payment has been put ''on hold'' by our VERIFY module, you can use an intermediate screen as illustrated on Figure: VERIFY screen. This page explains that the payment is being checked and that the consumer does not need to take any other action. Your public contact details are also shown. You can read how to adjust the contact details here.

18. Disputes

PAY. does not always know what your customer bought online. In privacy legislation this is regarded as a matter between the customer (the payer) and you (the seller of the product or provider of the service). If your customer has a complaint about your service, a question about their payment or the delivery of goods, your company is the first point of contact. Because the company name PAY. is displayed in addition to your trade name, we regularly receive consumer questions.

The payer (your customer) can look up their payment via the form "Paid via Stichting PAY.nl". The page on which the result is displayed also contains your contact information, in addition to the payment information. That is why it is important that your contact information is correct. In this article we explain how to manage your contact data. We will also outline the disputes process.

Video	Description
	Looking up a payment Looking up a payment. Contacting the seller and explanation of the disputes process.

18.1. Request for contact information

As you can see in the video, a consumer can look up the contact details of your company via the form "Paid via Stichting PAY.nl". This is only possible if you make your contact information publicly available. If you do not do this, you run the risk of a dispute.

Adding contact details to PAY. Admin

Your contact details in Admin

To manage contact details, click on the Merchant button and then on the tab Company information. Then scroll down to the heading "Contact details".

Here, you can enter your contact information. This should be your business details. Enter your private details in your private account. If you make your details publicly available, we can share these details with third parties, for example via the Contact overview, when end-users have questions.

To make your contact information available, check the Public checkbox and save the change. If you want to make the website address, the contact telephone number, and the e-mail address of your customer service publicly available, you need to add 3 lines in the menu. You can add a new line by clicking on the + icon.

18.2. What is a dispute?

Customer view of a dispute

Your customer can look up your contact details via the form "Paid via Stichting PAY.nl" until 35 days after the purchase. We will provide the information you are legally obliged to include on your website + the public contact details provided by you. If the consumer is not able to contact you via this information, they can initiate a dispute. The customer can also call PAY. via the consumer line (0900-payinfo).

If you do not respond to the customer or if you do not resolve the problem, PAY. offers the option to initiate a dispute via the form "Paid via Stichting PAY.nl". Your customer submits a complaint about your organisation via PAY. For example, if no goods have been delivered even though the customer has paid for them.

As soon as a dispute is started by your customer he/she receives an e-mail about this. The content of this confirmation e-mail mentions you as a merchant of PAY. You have 7 days to respond. If you do not respond to a dispute within 7 days, an employee of PAY. will contact you. We can then also make a decision on the dispute (we determine whether the complaint is justified). If you have many disputes, we will charge costs for this. It may also happen that we decide we want to terminate collaboration with you in the future (read our acceptance vision).

18.3. Manage dispute

Disputes overview

The dispute overview

If your customer initiated a dispute, we will inform you by e-mail. In this automated notification we inform you that a dispute is waiting for you in PAY. Admin. You can find the waiting dispute by logging in and then clicking on the tabs Transactions and Disputes. The disputes page contains 3 overviews:

Outstanding disputes: If you have received a notification that there is a dispute, click on the View button in the Options column

Disputes pending: If you have responded to a waiting dispute and you are in communication with the customer, the dispute is listed in this overview. You open the dispute by clicking on the View button in the Options column

Closed disputes: If you have resolved the dispute, it is closed by you or by the customer. Closed disputes remain available in the overview Closed disputes. You open the dispute by clicking on the View button in the Options column

Managing disputes

Handling a dispute

When you open the dispute you will see a number of overviews containing information. These are:

Complaint: This overview contains internal information such as the Complaint Code, End-user information, the Dispute value and the Status

Transaction overview: The transaction overview contains the transactions the dispute is about. When you click on the ID, the pop-up Transaction information is opened. It contains all transaction information. Of course you can find the same transaction information in our general transaction overview.

Reactions: This overview shows the conversation between you and the customer. If you have responded to the dispute and the customer responds to that message, we update the Reactions overview

Responding: As a Payment Service Provider we basically expect you to resolve the dispute by communicating with the customer. You can do so via external channels or via this dispute. If you resolved the problem via an external channel, please respond to the dispute with a message. The customer receives this as evidence, after which he/she can close the dispute.

Refund: This is not a mandatory field. If there is no refund, leave this field blank. If the customer expects a refund, you can immediately pay a (partial) refund to the customer. Always enter a reference. This reference is used for the refund and is included, if possible, on account holder’s (the customer’s) statement.

Responding: Via this field you can communicate with the customer. Enter your message and click on Add. If you have resolved the dispute to your satisfaction and your customer agrees with you, you or your customer can close the dispute.

18.4. Reputation

Add an employee

Complaints are never desirable. As an entrepreneur, you prefer to stay focused on running your webshop and online business. Unfortunately, dissatisfied customers can be very quick to leave a certain impression. They can do so when leaving a negative review on Facebook, Trustpilot or via complaint.nl. And with a negative review they can seriously damage your online reputation.

It is also possible that the negative review does not apply to a complaint but to uncertainty on the part of the customer. Sometimes a complaint is started after three days while the ordered product has a delivery date of 5 working days. In such cases it is important that your webshop is accessible. It is also important that information is communicated in a clear and transparent manner.

At PAY. having a good reputation is essential. We like to work with merchants who have a good reputation (few complaints) so that your potential customer will order / pay quicker due to increased confidence on their part. That is also why we want to ‘unburden’ you in this area too.

Our dispute system allows your customers to contact you in a safe and user-friendly way. This is possible when your customer complains about a product not being delivered. A negative online review can be prevented by using the dispute system.

18.5. Set notifications

This is where you can find the configuration of the notifications

Invite an employee

Set notifications

To stay up-to-date with incoming complaints in the dispute system, it is possible to enable e-mail notifications. Activate the option: Operational e-mails to the user or via Transactions > Disputes > Click on Configuration and activate the notification types.

18.6. Arbitration

If you leave a dispute open for a longer period of time, PAY. has the possibility to reverse the payment.

This is possible up to 7 days after the last reaction via the Pioneer and Professional package. With each response from one of the two parties, this period is extended by 7 days.

19. Refunds

A restitution is a repayment to the end user of (part of) a transaction. Another term for this is 'refund'. Both terms are used in the PAY. system.

Via PAY. you can perform 2 types of restitutions:

Repayment of a transaction
Via the Transaction overview you can perform one or more refunds for each paid transaction. For restitutions the maximum refund amountmust be taken into account. When possible, the data filled in by the customer will be used for the restitution. The restitution(s) is/are linked to the relevant transaction, so you can immediately see if a particular transaction was repaid as a full REFUND or a PARTIAL REFUND.
External refund
IIn some cases it may be preferable to create a 'separate restitution'. This is possible via the option 'External restitution' from the Business package. An external restitution is not linked to a particular transaction. An advantage of this is that you can determine the restitution amount yourself. You do need to have the IBAN number and the name of the account holder to be able to carry out the restitution, however.

19.1. Refund statuses

A refund in PAY. can have the following statuses:

Code	Status	Description
`-81`	`REFUND`	The full amount is repaid
`-82`	`PARTIAL REFUND`	Part of the order amount is repaid

The above statuses are assigned as soon as the restitution has been carried out.

19.2. Refund per transaction

In general, multiple refunds per transaction are possible until the maximum refund amount is reached. An exception to this are credit cards, where you can perform only one refund per transaction.

Payment option	Number of possible refunds
Gift cards	One per transaction; the full transaction amount only
Credit cards	Multiple refunds per transaction
Other payment options	Multiple refunds per transaction

19.3. Maximum refund amount

In general, you can refund the original order amount + € 30.00 to the end user. Credit cards are an exception to this. With credit cards, the restitution amount cannot exceed the original order amount.

Payment option	Maximum refund amount
Billink	100% of the order amount
VISA	100% of the order amount
Mastercard	100% of the order amount
Postepay	100% of the order amount
Carte Bleue	100% of the order amount
Maestro	100% of the order amount
Gift cards	Gift cards Only 100% of the order amount paid with the gift card
Other payment options	100% of the order amount + € 30.00

19.4. Refund of a transaction

Via the 'Transaction overview' you can refund any transaction with the status PAID. If the customer data are known in the system, this information is filled in by the system and you can immediately create a restitution.

refund type and available customer data

Unfortunately we do not always have the customer data. For that reason it is necessary with some payment options to request the IBAN number, BIC and account holder name from the customer to be able to perform a refund. This applies, for example, to paysafecard.

For refunds of Maestro and credit card payments the amount is returned to the card. If you want to make a transfer to the IBAN number, you will have to request this data from the end user. A complete overview can be found in the following table:

Payment option	Refund type	Customer data known/prefilled?
Internet banking
iDEAL	Chargeback on IBAN	IBAN, BIC and account holder name
Bancontact	Chargeback on IBAN by card data	IBAN, BIC and account holder name
Giropay	Chargeback on IBAN	IBAN, BIC and account holder name
MyBank	Chargeback on IBAN	IBAN, BIC and account holder name
Sofortbanking	Chargeback on IBAN	IBAN, BIC and account holder name
Maestro	Chargeback on IBAN or debit card	IBAN Debit card
Credit cards
VISA	Chargeback on IBAN or credit card	IBAN Credit card
MasterCard	Chargeback on IBAN or credit card	IBAN Credit card
Postepay	Chargeback on IBAN or credit card	IBAN Credit card
Carte Bleue	Chargeback on IBAN or credit card	IBAN Credit card
Bank payments
Bank transfer	Chargeback on IBAN	IBAN, BIC and account holder name
Direct debit	Chargeback on IBAN	IBAN, BIC and account holder name
Pay later
Afterpay	Chargeback on Afterpay account	IBAN Afterpay account
Billink	Return to IBAN or Billink account	IBAN Billink account
Klarna	Chargeback to Klarna	IBAN Klarna account
Wallet payments
PayPal	Chargeback on IBAN or PayPal account	IBAN PayPal account
Vouchers & Prepaid
Paysafecard	Chargeback on IBAN or card
Webhop Giftcard	Chargeback on IBAN or card	IBAN On Webshop Giftcard
Fashioncheque	Chargeback on IBAN	IBAN On Fashioncheque
Fashion Giftcard	Chargeback on IBAN	IBAN On Fashion Giftcard
Podium Cadeaukaart	Chargeback on IBAN	IBAN On Podium Giftcard
Gezondheidsbon	Chargeback on IBAN	IBAN On Gezondheidsbon
Wijncadeau	Chargeback on IBAN	IBAN On Wijncadeau
Yourgift Card	Chargeback on IBAN	IBAN On Yourgift Card

Activating transaction refund

Activate refund management

By default, the option 'Transaction restitution' is not activated. You can activate this option via the link 'Change package options' on the tab Merchant » Company https://admin.pay.nl/my_merchant. Make sure the option 'Manage restitutions' Figure: Activate refund management is checked.

Repaying a transaction

Transaction overview

Create refund

Enter refund data

Refund created

Use the following steps to make a restitution for a specific transaction:

In the Admin Panel, go to the tab Transacties » Total overview https://admin.pay.nl/transactions.
Look for the transaction to be refunded in the 'Transaction overview' Figure: Transaction overview.
In the Options column, click on the green arrow Figure: Create refund for the relevant transaction.

Another way to do this is by clicking on the magnifying glass icon and selecting the link 'Refund payment’ in the pop-up.
A pop-up opens where you can enter the details for the restitution Figure: Enter refund data. If the customer details are known in our system, the information is filled in by the system.
Bank account
Under 'Bank account' you will find the following fields:
- Account holder
  Enter the name of the account holder for the account you want to refund the amount to.
- IBAN
  Enter the end user's IBAN number.
- BIC
  Enter the BIC code of the end user's bank. For banks in the Netherlands this code is generated automatically based on the IBAN number.
Payment
Under 'Payment' you will find the following fields:
- Amount
  The refund amount that will be transferred
- Description
  This description is used as a reference for the refund (max. 32 characters).
- Processing date
  Select the date the restitution must be processed
Once all fields have been filled in, click on the 'Add’ button in the popup to perform the refund.
You will return to the Transaction overview. For the relevant transaction the Options column now contains the refund icon Figure: Refund created. The restitution amount is shown when you place the mouse pointer over the icon.

Has the column Refund amount been configured? In that case the amount refunded to the customer is shown in this column.

Note
As long as the status PAID is shown for a transaction you are refunding, you are able to cancel / remove the refund. Once the status has changed to REFUND or PARTIAL REFUND the refund has been processed by the PAY. system and repayment to the customer has been initiated.

Via the Transaction overview you can perform one or more refunds for each paid transaction. For restitutions the maximum refund amount must be taken into account.

Availability

Below are the packages that support this option.

	Pioneer	Professional	Business	Corporate
Refund transaction

19.5. Multipayment refunds

Transaction info screen at multipayments

Confirmation a multi refund is carried out

Payments for transactions that consist of multiple partial payments are called 'multipayments'. A partial payment that is part of a 'multipayment' always consists of a payment with a gift card. If the balance on the gift card is insufficient to pay for the transaction, the remaining amount can be paid using another payment option.

The question is "How do we perform a restitution in case of a multipayment"?

If the restitution amount exactly matches the amount paid with 1 or more gift cards, the amount is returned to the gift card(s).
If the amount can be fully refunded to one gift card and another part to the original payment option, this will be selected.
If the amount can no longer be returned to the gift card but a payment option with an IBAN number is available, the full amount is transferred to the IBAN number.
Optional If a chargeback is not possible, for example after 14 days in case of full payment using gift cards, or in case of a follow-up payment that cannot be increased, an error is displayed and a refund payment link can be created.

Examples

Example 1
The customer paid EUR 15 in total: EUR 5 via a gift card and EUR 10 via iDEAL. The following rules apply for a refund within 14 days:

Refund	Explanation
4.00 €	Via IBAN (amount does not match the gift card payment).
5.00 €	Full with gift card.
6.00 €	EUR 5 via gift card and EUR 1 via IBAN.
15.00 €	EUR 5 via gift card and EUR 10 via IBAN.
40.00 €	EUR 5 via gift card and EUR 35 via IBAN.
100,00 €	ERROR (total amount to be refunded is more than EUR 30 higher than the original amount).

Example 2
The customer paid EUR 15 in total: EUR 5 via a gift card and EUR 10 via iDEAL. The following rules apply for a refund after 14 days:

Refund	Explanation
4.00 €	Full on IBAN (refund after 14 days).
5.00 €	Full on IBAN (refund after 14 days).
40.00 €	Full on IBAN (refund after 14 days).
100.00 €	ERROR (total amount to be refunded is more than EUR 30 higher than the original amount).

Example 3
The customer paid EUR 15 in total: EUR 5 via a gift card and EUR 10 via PayPal. The following rules apply for a refund within 14 days:

Refund	Explanation
4.00 €	Via PayPal (amount does not match the gift card payment).
5.00 €	Full with gift card.
6.00 €	EUR 5 via gift card and EUR 1 via PayPal.
15.00 €	EUR 5 via gift card and EUR 10 via PayPal.
20.00 €	ERROR (total amount to be refunded is higher than the original amount).

19.6. Batch refunds

If you want to process multiple refunds to (end) customers periodically (for example weekly), you can do so while using the PAY. Refunder. With the help of the Refunder you can upload a Microsoft Excel (.xlsx or .csv) file in the tool.

A total of two columns is required in the Excel file. The amount (in cents) and the transaction reference (preferably the PAY. "Order-ID" or the "order number"). After all, we need to know what specific amount needs to be refunded for which specific transaction.

How to create a batch refund order:

Filling in the API Token

Selecting the needle

Managing and executing refunds

Open the PAY. Refunder.
Enter an APi token with refund rights. An overview of API tokens can be found here: https://admin.pay.nl/company/tokens
Click on Choose file and upload the Excel file from your computer.
At Needle choose the column from the dropdown menu where you can find the PAY. order-ID or your webshop order number.
At Amount choose the column from the dropdown that contains the amount you want to refund.
Important: the column "Amount" in your Excel file must contain the refund amount in cents.
Click on Search Transactions
The Refunder tool now shows a result. In the table below you will find the meaning per column:

Column name	Meaning
ID	Order-ID or order number of the transaction
Code	PAY. ID transaction
Payment option	The payment option that was initially used for the payment (for example iDEAL)
Created	The date and time of the created transaction
Original amount	The original transaction amount of the created transaction
Already refunded	Contains an amount in EUR if a refund has already been processed on the transaction
Left amount	Contains the amount that can still be refunded after processing the refund
Refund request	The refund amount in EUR according to your Excel file, which can be adjusted if desired
After refund	The transaction amount after you have processed your refund

19.7. Create external refund

Via an 'External restitution' a repayment can be made to a customer based on an IBAN number and account holder name. This means you need to have this customer information to make the refund. An external restitution to a gift card, credit card, Afterpay, Billink or PayPal account is not possible.

Activating external refund

Activating external refund

By default, 'External restitution' is not activated. You can activate this option via the link 'Change package options' on the tab Merchant » Company https://admin.pay.nl/my_merchant. Make sure the option 'IBAN transfers' Figure: Activating external refund in the pop-up is checked.

Need help with activating?

More information on activating a package option can be found here. Do you want to use 'External restitution' but does your current package not support this option? You can easily upgrade.

Create external refund

Create refund

Create external refund

In the Admin Panel, go to the tab Transactions » Outgoing (IBAN) » Planned https://admin.pay.nl/endusers/refund.
In the 'Restitution overview', click on the 'Add’ button Figure: Create refund at the bottom of the page.
A new page opens where you can enter the details for the restitution Figure: Create external refund.
Website information
Under 'Website information' you will find the following fields:
- Sales Location
  Select the sales location the ‘External restitution’ must be linked to.
Bank account
Under 'Bank account' you will find the following fields:
- Account holder
  Enter the name of the account holder you want to refund the amount to.
- IBAN
  Enter the end user's IBAN number.
- BIC
  Enter the BIC code of the end user's bank. For banks in the Netherlands this code is generated automatically based on the IBAN number.
Payment
Under 'Payment' you will find the following fields:
- Amount
  The restitution amount that will be transferred
- Description
  This description is used as a reference for the restitution (max. 32 characters).
- Processing date
  Select the date the restitution must be processed.
Once all fields have been filled in, click on the 'Add’ button on the page to carry out the restitution.

Important: The standard limit is €250,-. This can be adjusted per user account thru: Merchant » Users » Edit

Create external refund

After the external restitution has been created you return to the Refund overview. The external restitution is now shown in the overview Figure: Create external refund. The restitution is ready for processing.

Restitutions are processed by the PAY. system every working day at 10:00 AM. After processing, the transaction status changes to REFUND or PARTIAL REFUND and the transactions are moved to the page 'Completed transactions'. From that moment on it is no longer possible to cancel / remove a refund.

Availability

Below are the packages that support this option.

	Pioneer	Professional	Business	Corporate
Externe restitutie aanmaken

19.8. Removing a refund

Remove refund

Refund removed

Have you created a restitution you wish to cancel / remove? This is no problem as long as you remove it before 10:00 AM. After that time, the PAY. system processes the restitution and the amount will be repaid to the end user.

You can remove one or more restitutions at once using the following steps:

In the Admin Panel, go to the tab Transacties » Uitgaand (IBAN) » Geplandhttps://admin.pay.nl/endusers/refund.
The 'Restitution overview' contains all restitutions that have not yet been processed and that can therefore still be removed.
Select the checkbox for the restitution you wish to remove. Figure: Remove refund. It is possible to select multiple restitutions.
In the selection screen, select the option Remove at the bottom of the table and click on the button 'OK'.
• The selected restitutions are now removed and you will return to the Refund overviewwhere the removed restitutions now have the status 'Removed' Figure: Refund removed.

19.9. Completed restitutions

Completed restitutions are transactions that have been processed by the PAY. system and of which refunding to the end user has been initiated.

From this moment, in case of a full refund of the order amount, the transaction has the status REFUND or the status PARTIAL REFUND in case of a partial repayment of the order amount.

Viewing completed refunds

Completed refunds

View details of a completed refund

You can view an overview of completed restitutions by using the following steps:

In the Admin Panel, go to the tab Transactions » Outgoing (IBAN) » Completed https://admin.pay.nl/endusers/refund_log.
The page that is shown lists all restitutions made by the PAY, system Figure: Completed refunds.
Click on the 'Details' link in the Options column to view all details for a restitution Figure: View details of a completed refund.

Creditcard and Billink refunds

Note The overview of completed restitutions currently only lists refunds to IBAN numbers. Credit card restitutions (refund to card) and Billink restitutions (refunds to account) are not (yet) shown in this overview. This will change in the near future.

Credit card and Billink restitutions can be found in the 'Transaction overview'.

19.10. E-mail Consumer confirmation

If you want PAY. to send a confirmation of the (planned) restitution directly to the payer, you can set this via Sales locations -> notifications (link). In this way you can inform the user about your instruction to PAY. to perform a refund. In the e-mail we include the IBAN number (NL**RABO0123***789) the amount is refunded to. If a gift card was used for a payment that will be topped up again, we will also include the card number and the PIN code, to allow the customer to use the card again.

The e-mail is sent in the user's language to the e-mail address known at the time of the transaction.

You have the following options:

No email
Only for multipayment restitutions or when gift cards were used
Always send an e-mail

This option is available from the Professional package.

20. Chargeback

A chargeback can be requested by consumers for various reasons. Most chargebacks can be filed up to 120 days after receipt, however, this period can also be longer

When a consumer 'chargebacks' a credit card payment, the burden of proof is on the merchant. The transaction amount will be deducted from your balance and if you fail to convince the credit card company that the consumer's chargeback is invalid, the chargeback will not be reversed. The consumer will be refunded the amount and the chargeback fee (see 'fees') will be charged to you

As a merchant, you have the option of proving that the consumer's chargeback is invalid. We call this 'dispute' (or 'contest'). Pay. will gladly assist in the dispute; however, it is very important that you provide us with the necessary information.

To avoid chargebacks, we recommend ensuring good communication with your customers and good customer support in case of any complaints:

Publish your Terms and Conditions. Important in your Terms and Conditions are your Shipping Policy, Exchange and Refund Policy, Cancellation Policy and company contact details.
Communicate delays and/or stock issues openly and directly with your customers.
Respond promptly to any problems customers (may) have with the goods/services delivered.

Important to know: A chargeback always costs money. Even if you are fully within your rights, you will be charged. In addition, too many chargebacks can have negative consequences for your business and card schemes keep a close eye on these numbers. So, it is very important to avoid chargebacks as much as possible.

20.1. How do chargebacks work

When a consumer is unable/does not recognize the transaction or disagrees with the products/services provided, they can file a complaint with their card issuing authority. This authority then submits a chargeback request on behalf of the consumer. Even if the chargeback has an invalid reason, the chargeback must be handled. Even in cases where a refund has already been issued, we still need to challenge the case to avoid a double debit.

When you receive a chargeback, you have 2 options: challenge the chargeback or accept it. When accepting the chargeback, the consumer receives the funds back on the credit card and there is no possibility to challenge the chargeback at a later stage. If you decide to accept a chargeback, let us know so that the dispute can be dealt with quickly.

If you decide to challenge the chargeback, treat the chargeback as a serious matter and take the time to compile and submit your supporting documents correctly. After information is submitted and sent in the so-called 'representation package', it is no longer possible to pass on changes. The information you have submitted will be reviewed and assessed by external parties in a final outcome.

After all the chargeback cycles have been completed, but there is not enough evidence, for example, to prove the illegality of the chargeback, the dispute can be escalated to arbitration. Arbitration is the final stage of the dispute procedure. When the parties involved - the card issuer, the transaction processing party, the cardholder and merchant - cannot resolve the dispute, a representative of the card schemes is asked to intervene. The costs in an arbitration are significantly higher than in a normal dispute. These include filing and administration fees and costs per uploaded document, which can amount to €500 per transaction. The losing party must pay all costs associated with the dispute. It is therefore very important to pay attention to all chargeback cases and provide complete and full supporting documents to avoid additional costs.

20.2. Dispute Chargeback

If you receive a chargeback, you will always receive an email. It is therefore important that your account always has updated contact details (e-mail, phone number, etc.) and the correct e-mail settings. After signing a chargeback, you have 14 days to challenge the chargeback. We kindly ask you to take action for each chargeback separately. If no action is taken within the required time, the chargebacks may be accepted, and you will miss the opportunity to 'dispute' the chargeback.

If you disagree with the chargeback, you can dispute it. Below is an overview of the types of chargebacks and our advice on when you could and could not dispute a chargeback. Next, you will see the steps to follow to challenge a chargeback.

Fraud transactions

Dispute	Accept
You think the transaction is legitimate	You know the transaction is fraudulent
3D Secure transactions	Non 3DS transactions where you don’t have enough proof to show the claim’s illegitimacy
Apple Pay transactions

Non-Fraud transactions

Dispute	Accept
If the merchandise was shipped and delivered to the delivery address provided by the customer	If the merchandise has been returned and you have not issued a replacement order or exchanged the product according to your policies.
If the digital item was sent to the email address provided by the customer at checkout.	Cases where you don’t have enough proof to show the claim’s illegitimacy
You have evidence the digital item has been redeemed and used
A replacement order has been issued or if a refund was already provided.

20.3. Information requests

Chargeback process VISA

Chargeback process Mastercard

The process starts with an inquiry/retrieval request: The consumer can contact you, Pay.'s Customer Care department or through one of the payment options (issuer, credit card company or intermediary) and ask for more details about the transaction. We therefore recommend always responding to messages from the consumer to avoid possible chargebacks and additional charges.

At this stage, no money will be collected from your balance. However, if you do not respond to the request in time or if sufficient evidence is not provided, a chargeback may be filed as a result. You can find the information requests under "Information requests.

When the information request escalates into a chargeback it's submitted and the dispute proceeds through the following stages:

Once the chargeback is submitted, you will receive a chargeback notification. We therefore emphasize once again to always have up-to-date contact details such as e-mail address and telephone number in your account.
The chargeback associated with the chargeback will appear under "Open CB Cases". You have 14 days to take action and can either accept or dispute the chargeback.
If you believe the consumer should be refunded, we recommend accepting the chargeback on the spot. You do this by clicking on 'Accept'.
If you believe that the consumer is not entitled to a refund, you will have to provide evidence to prove the illegitimacy of the chargeback. Depending on the reason for the chargeback, different evidence will have to be collected.
Prepare and send the conclusive evidence:
- All documents should be sent in English, according to the requirements of the card schemes. Use images and screenshots as additional evidence.
- Check whether the cardholder has already contacted you (previously) and send us screenshots showing the consumer's emails and your responses. Translate the texts into English if they are not in English
- Try to contact the cardholder yourself, for example if there are delays in shipping. Inform the consumer of this as soon as possible.
- Check the reason for the chargeback and make sure the appropriate convincing evidence is sent.
- Write a (short) explanation that addresses the reason for the chargeback in which you make your position clear as to why you believe the chargeback is invalid. Write this in English
- Finally, upload all documents in the Chargeback request page. Use the Dispute button and upload all your evidence.

20.4. Chargeback Reasons

Fraud - Card Absent Transaction

Physical goods/products:
- Email conversations with the cardholder
- Track & Trace codes, to show that the goods have been dispatched and delivered to the address provided by the consumer at checkout of the order

Digital products:
- Email conversations with the cardholder
- Proof of delivery, to prove that the digital products were sent to the email address provided by the consumer at checkout of the order.
- If the consumer has an account on your website, provide proof of this.
- If the consumer has gone through a series of identification and verification checks and passed your KYC policy, provide proof of this.

Services Not Provided / Merchandise Not Received

Physical goods/products:
- Email conversations with the cardholder
- Track & Trace codes, to show that the goods have been dispatched and delivered to the address provided by the consumer at checkout of the order.
- If you send order and shipment confirmation emails, provide evidence showing that the consumer was able to track the order.
- If the order has been delayed, let us know the reason for this.

Digital products:
- Email conversations with the cardholder
- Proof of delivery, to prove that the digital products were sent to the email address provided by the consumer at checkout of the order.
- If the gift card/digital credits have been used or redeemed and you have proof of this, provide the evidence showing that the digital products have been used or redeemed.

Cardholder Dispute or Credit Not Processed

Physical goods/products:
- Email conversations with the cardholder
- Track & Trace codes, to show that the goods have been dispatched and delivered to the address provided by the consumer at checkout of the order.
- Investigate whether the customer has already tried to return the goods or has already returned them and provide evidence of this.
- If the goods have been returned, show evidence why the return is not in line with your refund/refund policy

Digital products:
- Email conversations with the cardholder
- Proof of delivery, to show that the digital products were sent to the e-mail address provided by the consumer at checkout of the order.
- Proof in which you explain/show why the consumer is not entitled to a refund.
- If the gift card/digital credits have been used or redeemed and you have proof of this, provide the evidence showing that the digital products have been used or redeemed.

20.5. Sent Chargeback disputes

After we receive your evidence, we will review the documents. If we have received the correct evidence, we will dispute the chargeback. If any information has been provided that is not relevant to the chargeback, we will remove it in advance and in case we need additional details/evidence from you we will contact you by email. Chargebacks that require additional extensive review by Pay. or are labor-intensive due to form errors may incur additional charges of €25- per dispute.

20.6. Chargeback result

After the chargeback has been challenged, it can take up to 90 days before there is a final result. If the bank withdraws the chargeback, the case is closed immediately, and the amount is credited back to your balance. If the customer files a pre-arbitration (also called 'second chargeback') and provides additional evidence, we will contact you for further information. If no ruling is reached at the pre-arbitration stage because the card issuer rejects the pre-arbitration, the case will be escalated, and the card schemes will be asked to issue a final ruling.

. If your compelling evidence is not sufficient to prove the illegitimacy of the chargeback, the case is closed in favor of the customer. The chargeback is then lost and you will not get your money back. If a chargeback is reversed (you won), the chargeback is processed by us (Chargeback Reversal). We will notify you and refund the amount to your book balance.

Please do not hesitate to contact our Risk department via risk@pay.nl for questions and for more information on chargebacks.

21. Payment links & QR

Do you sometimes send a payment link to your customers? Or would you like to have the possibility to add an iDEAL link to your invoices? With the dynamic payment link module of PAY. you can create a payment screen within 5 minutes, which your customers can use to make a payment. The dynamic payment link module offers the following options for customising and securing the payment screen.

Amount
You can set a free amount, a minimum amount, a maximum amount, or a fixed amount.
Free fields
Via 3 optional free-text fields you can provide additional information with the payment or ask your customer to enter e.g. their name and e-mail address. In addition, you can use a free-text field to include a value, for example a customer number filled in by you.
Payment methods
It is, of course, up to you to decide which payment options you want to offer to your clients.
Own thank-you page
After a successful payment the customer is returned to the payment screen by default, and the message 'Thank you for your payment' is displayed. However, it is also possible to send the visitor to a custom thank-you page.
Country and language
You can set a default country and language. The payment options are shown grouped by country. The customer can change the default language in the top right-hand corner of the payment screen.

Using the extensive link generator, you can quickly and easily create a dynamic payment link. Unlike the one-time payment link, the validity of this link is unlimited. Depending on your security settings, you can dynamically include amounts and additional fields (such as order numbers). Dynamic payment links are therefore ideally suited for use in e.g. digital invoices.

21.1. Payment screen

The PAY. payment screen for dynamic payment links looks like this:

The payment screen is responsive, accepts payments in euros, and is available in the following languages:

Dutch
English
German
French
Spanish
Italian

Demo

View the payment screen for dynamic payment links

21.2. Installing the payment link module

Before you can create a dynamic payment link, you need to create a sales location. You can do so while following the steps below:

Add a sales location

Select module and connection

Select payment options

Enter communication URL

Enter a succes and/or error URL

Setting a notification

In the Admin Panel, go to the tab Sales Locations https://admin.pay.nl/programs/programs/.
In the ''Sales Locations overview'', click on the ''Add'' link Figure: Add Sales Location to create a new Sales Location.
General Information
Under ''General information'' you will find the following fields:
- Name of the sales location
  Choose a name for your sales location. This name will be used in your statistics.
- Publication/URL
  This URL will indicate where you will be offering or promoting the sales location, for example https://www.yourwebshop.com/. Are you going to offer the same sales location via different locations? You can list all your locations in this field, separated by commas.
- Category
  Select the category your sales location belongs to. Always select the category that best matches your sales location.
Module
Under ''Module'' you will find the following fields:
- Name of the location
  The text you enter here will be shown on the payment screen under ''Your payment for''.
- Describe the sales location
  Give a short description of the sales location. This will be displayed in the top right-hand corner of the payment screen.
- Module
  Select the module Payment links Figure: Select module and connection.
- Link via
  Select the sub-module Dynamic payment link Figure: Select module and connection.
Payment options
After you have set the ''module'' and ''sub-module'' a list is shown of all available payment options for the dynamic payment link module. Select the checkbox for all payment options you wish to offer to your customers Figure: Select payment options.

Don't know which payment option to select? Have a look at our payment method documentation. This contains all information on the payment options offered by PAY.
Communication URL's
This can be set to No, do not use communication URL Figure: Enter communication URL.
- Advanced
  Of course, you can also use exchange calls to communicate every status change to your server.
After payment
After a successful payment the customer will be returned to the payment screen. The message ''Thank you for your payment'' will be displayed.

If you want to send your customer to your own custom page, you can use the Success-URL and/or Error-URL field. Figure: Enter succes and/or error URL.
- Advanced
  We include the parameter order-ID, the Success-URL and Error-URL. With this parameter you can retrieve transaction details.
Would you like to receive an e-mail notification after a payment? Select the checkbox for the field e-mail confirmation Figure: Setting notification. You can find a detailed explanation of setting notifications here.

21.3. Creating payment link

Select sales location for dynamic payment link

Setting dynamic payment link

We have now created a service that we are going to use to create a dynamic payment link. We can assign properties and security features to this dynamic payment link. The procedure for setting and generating a payment link is as follows:

In the Admin Panel, go to the tab Sales Locations https://admin.pay.nl/programs/programs/.
The ''Sales Locations overview'' now contains the sales location we have created. The column Link via contains the value Dynamic payment links.
We are now going to set the properties of the dynamic payment link by clicking on the link ''Create Link URL'' Figure: Select sales location for dynamic payment link.
The pop-up that is displayed Figure: Setting dynamic payment link contains the following general fields:
- Security settings
  It is possible to create four security levels for payment links, allowing you to set variables and amounts.
  
  Secuirty
  A detailed explanation of the various security settings can be found here.
- Minimum amount
  This is an optional field. If you enter a value (in cents) in this field, end users cannot pay an amount that is lower than this value.
  
  Start
  This is an optional field. Would you like to show a ''standard'' amount? Enter that value in cents here.
- Country
  Depending on the selected payment options for the service, these are grouped by country. iDEAL for The Netherlands and Bancontact for Belgium, for example. If you want to show the payment methods for e.g. The Netherlands as ''default'', you can select the option here.
- Language
  Select the ''default'' language for the payment screen.
Form fields
Under ''Form fields'' a text field can be shown on the payment screen where the end users can enter their details such as their e-mail address. You can use/show a maximum of 3 free-text fields on the payment screen.
- Extra1
  Here, you can enter a Name label and a default Value. If you want the end user to enter their e-mailaddress, type ''e-mailaddress'' in the Name ''e-mailaddress'' field and leave the value empty.
Do you use a free field in de linkgenerator (extra1 etc.) in the link generator (extra1 etc.)? Be aware that this will be a mandatory field on the payment screen.
After you have entered the fields you want to use, click on the button ''Generate link''. You can test the link that is shown by clicking on it. Not satisfied? You can make changes and generate the link URL again.

21.4. Security settings

When generating a dynamic payment link you can choose between 4 different security levels. The differences between these 4 settings are shown in an example.

Example
In this example, we set a minimum amount of € 1.00 with a default Amount of € 5,00. We also use the extra fields. We would like to know the customer's Name and Email address. We also use 1 extra field with the label Customer number with the value Customer 1234 already filled in.

Option

Sample URL

Explanation

URL with option 1

No checks are carried out. The amount, labels and values can all be changed in the URL. The table below shows the fields in our example that can be changed.

Field	Change name (label) via URL	Change value in screen
Default amount	N.A.
Minimum amount	N.A.	*¹
Name (extra1)
Email address (extra2)
Customer number (extra3)

*¹ If the default value is not set.

URL with option 2

Only the amount is fixed, labels and values can all be changed in the URL.

Field	Change name (label) via URL	Change value via URL	Change value in screen
Default amount	N.A.
Minimum amount	N.A.
Name (extra1)
Email address (extra2)
Klantnummer (extra3)

URL with option 3

The amount and the URL cannot be changed. All other values can be changed.

Field	Change name (label) via URL	Change value via URL	Change value in screen
Default amount	N.A.
Minimum amount	n.v.t
Name (extra1)
Email address (extra2)
Customer number (extra3)

URL with option 4

All variables are fixed and cannot be changed.

Field	Change name (label) via URl	Change value via URL	Change value in screen
Default amount	N.A.
Minimum amount	N.A.
Name (extra1)
Email address (extra2)
Customer number (extra3)

Do not forget to look at our Youtube video for a step-by-step explanation.

Availability

Below are the packages that support the dynamic payment link module.

	Pioneer	Professional	Business	Corporate
Dynamic payment links

Video

Video	Description
	Dynamic payment links Instruction video for setting the module and generating dynamic payment links.

22. Donation link & QR

Via the donations module of PAY. you can create a payment screen within 5 minutes, which your donors can use to make a payment. The donations module offers the following options for customising and securing the payment screen.

Amount
You can set a free gift amount, a minimum amount, a maximum amount or a fixed amount.
Free fields
Via 3 optional free-text fields you can provide additional information with the donation or ask your donor to enter e.g. their name and e-mail address.
Payment methods
It is, of course, up to you to decide which payment options you want to offer to your donors.
Own thank-you page
After a successful payment the donor is returned to the donations screen by default and the message 'Thank you for your gift' is displayed. However, it is also possible to send the visitor to a custom thank-you page.
Country and language
You can set a default country and language for the donations screen. The payment options are shown grouped by country. The donor can change the default language in the top right-hand corner of the payment screen.

Using the extensive link generator, you can quickly and easily create a donations link. The validity of the link to the donations screen is unlimited; you can send it to your donors or post it on your website.

22.1. Payment screen

The donation payment screen of PAY. looks like this:

The donations screen is responsive, accepts payments in euros, and is available in the following languages:

Dutch
English
German
French
Spanish
Italian

Demo

Take a look at the donation payment screen

22.2. Setting up the donations module

Before you can create a donations link, you need to create a sales location for this. You can do so using the following steps:

Add new sales location

Select category

Select module and link

Select payment methods

Enter communication URL

Enter success and/or error URL

Setting notifications

In the Admin Panel, go to the tab Sales Locations https://admin.pay.nl/programs/programs/.
In the 'Sales Locations overview', click on the 'Add’ link Figure: Add sales location to create a new sales location.
General information
Under 'General information' you will find the following fields:
- Name of the sales location
  Choose a name for your sales location. This name is used in your statistics.
- Publication / URL
  Indicates where you will be offering or promoting the sales location. For example http://www.yourwebshop.com/. Will you be offering the same sales location via different locations? You can list all your locations in this field, separated by commas.
- Category
  In this field, select the value Charities Figure: Add new sales location.
Module
Under 'Module' you will find the following fields:
- Name of the location
  The text you enter here will be shown on the donations screen under 'Your donation for'.
- Describe the sales location
  Give a short description of the sales location. This will be displayed in the top right-hand corner of the donations screen.
- Module
  Select the module Donate Figure: Select module and link.
- Link via
  Select the sub-module Standard donation screen Figure: Select module and link.
Payment methods
After you have set the 'module' and 'sub-module', a list is shown of all available payment options for the donations module. Select the checkbox for all payment options you wish to offer to your donors. Figure: Select payment methods.

Don't know which payment option to select? Have a look at our payment methods documentation. This contains all information on the payment options offered by PAY.
Communication URLs
This can be set to No, do not use communcation URL Figure: Enter communication URL.
- Advanced
  Of course, you can also use exchange calls to communicate every status change to your server.
After payment
After a successful payment, the donor is returned to the donations screen by default and the message 'Thank you for your gift' is displayed.

If you want to send your donor to your own custom page, you can use the Success-URL and / or Error-URL field. Figure: Enter success and/or error URL.
- Advanced
  We include the parameter orderId in the Success-URL and Error-URL. With this parameter you can retrieve transaction details.
Would you like to receive an e-mail notification after a donation? Select the checkbox for the field Email confirmation Figure: Setting notifications. You can find a detailed explanation of setting notifications here.

22.3. Creating a donations link

Select sales location for donation link

Set donation link

We have now created a sales location that we are going to use to create a donations link. We can assign properties and security features to this donations link. The procedure for setting and generating a donations link is as follows:

In the Admin Panel, go to the tab Sales Locations https://admin.pay.nl/programs/programs/.
The 'Sales Locations overview' now contains the sales location we have created. The column Link via contains the value Standard donations screen.
We are now going to set the properties of the donations link by clicking on the link 'Donation link' Figure: Select sales location for donation link te klikken.
The pop-up that is displayed Figure: Set donation link contains the following general fields:
- Security settings
  It is possible to create four security levels for donations links, allowing you to set variables and amounts.
  
  Security settings
  A detailed explanation of the various security settings can be found here.
- Minimum amount
  This is an optional field. If you enter a value (in cents) in this field, donors cannot donate an amount that is lower than this value.
  
  Start
  This is an optional field. Do you want a 'standard' donation amount to be shown? Enter that value in cents here.
- Country
  Depending on the selected payment options for the sales location, these are grouped by country. iDEAL for the Netherlands and Bancontact for Belgium, for example. If you want to show the payment methods of e.g. the Netherlands as 'default', you can select this here.
- Language
  Select the 'default' language for the donations screen.
Form fields
Under 'Form fields' a text field can be shown on the donations screen, where the donors can enter their details. Their e-mail address, for example. You can use / show a maximum of 3 free-text fields on the donations screen.
- Extra1
  Here, you can enter a Name label and a default Value. If you want the donor to enter their e-mail address, type ‘Email address’ in the Name field and leave the value empty.
Do you use a free field in the link generator (extra1 etc.)? Be aware that this will be a mandatory field on the donations screen.
After you have entered the fields you want to use, click on the button 'Generate link'. You can test the link that is shown by clicking on it. Not satisfied? You can make changes and generate the donations URL again.

22.4. Security settings

When generating a donation link, you can choose between 4 different security levels. The differences between these 4 settings are shown in an example.

Example
In this example, we set a minimum amount of € 1,- with a default Amount of € 5.00 We also use the extra fields. We would like to know the donor's Name and e-mailaddress. We also use one extra field with the label Reference with the value Charity 1234 which has already been filled in.

Option

Example URL

Explanation

URL with option 1

No checks are carried out. The amount, labels and values can all be changed in the URL. The table below shows the fields in our example that can be changed.

Field	Change name (label) via URL	Change value in screen
Default amount	N.A.
Minimum amount	N.A.	*¹
Name (extra1)
Email address (extra2)
Reference (extra3)

*¹ If the default value is not set.

URL with option 2

Only the amount is fixed, labels and values can all be changed in the URL.

Field	Change name (label) via URL	Change value via URL	Change value in screen
Default amount	N.A.
Minimum amount	N.A.
Name (extra1)
Email address (extra2)
Reference (extra3)

URL with option 3

The amount and the URL cannot be changed. All other values can be changed.

Field	Change name (label) via URL	Change value via URL	Change value in screen
Default amount	n.v.t
Minimum amount	n.v.t
Name (extra1)
Email address (extra2)
Reference (extra3)

URL with option 4

All variables are fixed and cannot be changed.

Field	Change name (label) via URL	Change value via URL	Change value in screen
Default amount	n.v.t
Minimum amount	n.v.t
Name (extra1)
Email address (extra2)
Reference (extra3)

Do not forget to look at our YouTube video for a step-by-step explanation.

Availability

Below are the packages that support the donations module.

	Pioneer	Professional	Business	Corporate
Donation module

Video

Video	Description
	Making donations via PAY. Instruction video on how to set the donations module and how you can generate donation links.

22.5. Change text donate screen

Tekst wijziging Donatiemodule

Het betaalscherm van de donatiemodule kan niet gepersonaliseerd worden. Wel is het mogelijk enkele tekst velden te wijzigen:

Verkooplocatie wijzigen

Om deze velden te wijzigen log je in de PAY. Admin, klik je op Beheren > Verkooplocties en op Wijzigen rechts achter je Verkooplocatie. Middels de onderstaande velden wijzig je de volgende tekst (zie image)

Uw donatie aan:
Het veld wordt bepaald door de Handelsnaam die actief is in de Verkooplocatie. Staat er geen handelsnaam in de Verkooplocatie, dan wordt jouw bedrijfsnaam getoond.
Uw donatie voor:
Het veld wordt bepaald door de Naam in de Verkooplocatie.
Omschrijving:
Het veld wordt bepaald door de Beschrijf uw aanbod in de Verkooplocatie. Probeer deze tekst in een paar woorden te beschrijven.

23. Direct Debit

Direct Debit (or SEPA Direct Debit) is a payment option that automatically transfers amounts from the bank account of the consumer. This payment option is available from the Professional package.

One-off direct debit

With this direct debit type an amount is debited once from the customer's account. The customer is notified in advance and is allowed a period of 7 days in which they can reject the direct debit.

Recurring direct debit

With this direct debit type an amount is debited from the customer's account periodically, for example once every month or once every quarter. This type of direct debit is therefore highly suitable for subscriptions.

Availability

Below are the packages that support the direct debit payment option.

	Pioneer	Professional	Business	Corporate
One-off direct debit
Recurring direct debit

23.1. Activating direct debit

Activate direct debit

By default, the option 'Direct debit' is not activated. You can activate this option via the link 'Change package options' on the tab Merchant » Company https://admin.pay.nl/my_merchant. Make sure the option 'Direct debit' Figure: Activate direct debit in the pop-up is checked.

Need help with activating?

More information on activating a package option can be found here. Do you want to use the option 'Direct debit' but does your current package not support this option? You can easily upgrade.

Selecting direct debit for a sales location

Change sales location

Select direct debit for a service

New direct debit connection

Setting direct debit connection

Once you have activated the direct debit payment option it will be available for your sales locations. You must now indicate for which sales location(s) you intend to use the direct debit payment option. You can do so using the following steps:

In the Admin Panel, go to the tab Manage » Sales Locations https://admin.pay.nl/programs/programs/.
In the 'Sales Locations overview', click on the 'Change’ link Figure: Change sales location of the sales location for which you want to use direct debit. You can also create a new sales location that uses direct debit as a payment option, of course
Make sure that ‘Direct debit’ is selected under 'Payment options' Figure: Select direct debit for a service.
As a next step we are going to add a number of properties to the direct debit connection. To do this, click on the 'Add new’ icon Figure: New direct debit connection.
Complete the following fields in the pop-up that is displayed Figure: Setting direct debit connection:
- Name
  A name for the settings that is easily recognisable in the overview.
- Check blacklist
  Select if you want to use a blacklist. The blacklist consists of a list of users that have carried out a manual reversal in the last 120 days. If their IP or e-mail address is included in this list, the direct debit will not be carried out.
- General conditions
  A URL, stated in the direct debit, where users can find more information.
- Bank statement line
  A maximum of 30 characters of information; this can be a URL, customer service, or e-mail address to be included in the customer's bank statement with the direct debit.
Click on the 'Add’ button in the pop-up. The pop-up closes and the created connection has now been set.
Click on the 'Change' button at the bottom of the page to save all changes. Your direct debit payment option is now set correctly and ready for use.

23.2. One-time direct debit

Bij deze vorm wordt één keer een bedrag van de rekening van de klant geïncasseerd. Als de incasso niet wordt gestorneerd dan komt het bedrag beschikbaar in jouw boeksaldo.

Aanmaken van eenmalige incasso's kan op meerdere manieren:

Handmatig een enkele incasso toevoegen via de button hieronder
Meerdere incasso's via een batchbestand importeren
Geautomatiseerd via de API.

23.3. Recurring direct debit

Wilt u periodiek een vast bedrag incasseren van uw klanten dan is Herhaalde incasso’s de oplossing. Deze incassovorm staat ook wel bekend als recurring of automatische incasso. Herhaalde incasso’s zijn zeer eenvoudig in het gebruik, u hoeft ze slechts één keer per klant in te stellen. Dit kan handmatig of geautomatiseerd.

Handmatig een enkele incasso toevoegen via de button hieronder
Meerdere incasso's via een batchbestand importeren
Geautomatiseerd via de API.

23.4. Flexible direct debit

De flexibele incasso is de meest uitgebreide incassovorm die wordt aangeboden door PAY.. De merchant maakt gebruik van één mandaat per eindgebruiker en kan hier incasso-opdrachten mee uitvoeren (referenties) die niet gebonden zijn aan een bepaalde periode, bedrag of omschrijving.

Om de flexibele incasso te kunnen gebruiken dient er voor elke eindgebruiker eerste eenmalig een mandaat aan te worden gemaakt. Het aanmaken van een mandaat kan op meerdere manieren:

Handmatig een enkele incasso toevoegen via de button hieronder
Meerdere incasso's via een batchbestand importeren
Geautomatiseerd via de API.

23.5. Creating a direct debit

Via PAY. you can create a direct debit in 2 ways: manually via the Admin Panel, or automatically using the PAY. SDK / API. This chapter describes adding a direct debit via the Admin Panel. This is the easiest way to create a direct debit order; it does not require any technical skills.

Add direct debit

Setting website information

Setting bank account

Setting payment characteristics

Direct debit order created

Use the following steps to create a direct debit order via the Admin Panel:

In the Admin Panel, go to the tab Manage » Direct debit » Orders https://admin.pay.nl/incasso/incasso_order.
In the Admin Panel, go to the tab Figure: Add direct debit at the bottom of the page. A new page is opened with the following fields that need to be filled in.
Website information
Under 'Website information' Figure: Setting website information you will find the following field:
- Sales Location
  Here, the sales locations are listed for which direct debit has been selected. Select the sales location you want to use to create a direct debit order.
Bank account
Under 'Bank account' Figure: Setting bank account you will find the following fields:
- Account holder
  This can be a company name or the name of a private individual.
- IBAN
  The IBAN number to be debited
- BIC
  The BIC number of the bank to be debited
Payment
Under 'Payment' Figure: Setting payment characteristics you will find the following field:
- Amount
  The amount to be debited in euros
- Requeing
  Select if you want to create a one-time direct debit or a recurring direct debit
- Interval
  If you are creating a recurring direct debit order, you can specify the time between the first and the second order (1 week = weekly, 2 months = every 2 months).
- Processing date
  Select the date on which the direct debit order must be submitted. This is not the same as the date on which the amount will be debited.
- Description
  The description that is included in the end user's bank statement.
Click on the 'Add' button to create the direct debit order. You will be returned to the page with the created order Figure: Direct debit order created.

23.6. Direct debit statuses

A direct debit in PAY. can have the following statuses:

Code	Status	Description
Common statuses
`94`	`Processed`	PAY. has placed the direct debit in a batch and the batch has been submitted to the bank
`100`	`Debited`	The amount has been debited successfully
`106`	`Reversal`	The amount has not been debited. See Reasons for reversal for the specification
Other statuses
`91`	`Added`	PAY. has accepted the direct debit order and the order is about to be processed
`526`	`In batch`	The direct debit order has been placed in a batch
`97`	`Early rejection`	The direct debit order has been rejected by the PAY. system
`103`	`Removed`	The direct debit order has been removed
`127`	`Rejected by bank`	The direct debit order has been rejected by the bank

Reasons for reversal

In the event of a Reversal, a code is available that indicates the reason for the reversal.

Code	Status	Blacklist
Common statuses
`109`	Administrative reason	No
`121`	Direct debit not accepted	Yes
`274`	Account number blocked	Yes
`277`	Selective direct debit block	Yes
Other statuses
`112`	Account number no longer valid	Yes
`115`	Account number unknown	No
`118`	No direct debit authorisation given	Yes
`124`	Duplicate direct debit	No
`271`	Name / number do not match	No
`280`	Account number WKA (Sequential Liability Act)	No
`286`	Reason not specified	No
`331`	Unjustified direct debit notice	No

Some reasons for reversal cause the end user to be placed on the blacklist. If you use the blacklist check, no direct debit orders can be created for the relevant IBAN number.

24. Statistics

Statistics are very important to properly assess the results of your sales location. For that reason PAY. has invested much time and effort in the development of the statistics, which consist of the following:

Paid transactions
Management statistics
Trend statistics

24.1. Add filter

Filter type, operator and value

Statistics are only really useful if filters can be set. This way you can retrieve specific data. A filter consists of 3 fields: Filter type

Field 1: Type
There are more than 30 different filter types (i.e. the payment option filter or sales location filter).
Field 2: Operator
The available operators are ''equal to'', ''not equal to'', ''less than'', ''greater than'' and ''contains''.
Field 3: Value
Here you can enter the value of the type you want to filter on. If applicable, choices are displayed in a select box.

Setting filters

For both paid transactions, management and trends statistics you can easily use one or more filters. To do this, follow the steps below.

Activating a filter

Filter

In the Admin Panel, go to the tab Reports » Management https://admin.pay.nl/statistics (you can also find the filter under ''paid transations'' and ''trends'').
In the Filter field you will see a checkbox, tick this box to activate the filter.
A new line will appear where you can enter the fields ''type'', ''operator'' and ''value''. Do you want to add an extra filter? Click on the green ''plus'' icon.
Enter the data you want and click on the ''Get data'' button to apply the filter.

24.2. Available filters (fields)

Availability filters and group (display) functions

PAY. has more than 30 available filters to generate reports. The availability of filters within your package is shown below.

Icon	Meaning
	Filter available
	Grouping (Display by) available
	Filter not available

Filter name	Pioneer	Professional	Business	Alliance	Meaning
Amount	+	+	+	+	The amount in euro (s) and cents (10.00).
Payment option	+	+	+	+	iDEAL, Bancontact, Visa Mastercard etc.
Payment profile (details)	+	+	+	+	The different profiles within a payment option (i.e. Billink and Billink refund).
Payment method (details)	+	+	+	+	The different profiles within a payment option (i.e. Billink and Billink refund).
Payment session (ID)	+	+	+	+	String.
Payment method	+	+	+	+	Payment options are divided into payment methods / methods. PayPal and Apple are wallet payments.
Customer KEY					Payer reference (phone number, bank account, credit card).
Day	+	+	+	+	Day of the week. Monday until Sunday.
Extra1					Free extra 1 value.
Made on	+	+	+	+	The date on which s transaction was made according to the following format: YYYY-MM-DD HH: MM: SS.
Year	+	+	+	+	According to the format YYYY.
Payer reference	+	+	+	+	Payer reference (phone number, bank account, credit card).
Name of the customer	+	+	+	+	Last name of the end user.
Country	+	+	+	+	Search by country
Month	+	+	+	+	According to the format: YYYY-MM.
Description	+	+	+	+	Description of the order (maximum 32 characters alphanumeric and spaces).
Order-ID	+	+	+	+	Transaction-ID.
Order number	+	+	+	+	The order number of the implementation.
Stop time	+	+	+	+	The stop time of the transaction according to the following format: HH:MM:SS.
Service-ID	+	+	+	+	The unique Sales location ID according to the following format: SL-####-####.
TransactionType					The ordernumber of the webshop.
Payout rule
Hour	+	+	+	+	Hour of the day 01 until 00.
Sales location	+	+	+	+	Name of the Sales location.
Week	+	+	+	+	Format: Week: YYYYWW (i.e. "Week: 202023").
Extra2					Free extra 2 value.
IP-adres		+	+	+	The IP-adres of the consumer.
Authorization method			+	+	The authorization method of the transaction (how it was authorized by the end user, for example Mobile 2 app).
Extra3					Free extra 3 value.
Cash flow			+	+	Shows incoming / outgoing turnover from both the inside and the outside of PAY.
Company				+	Available for alliances only, search for companies.

In the table below, the definitions that apply to the statistics, management and trend reports are used.

Field	Explanation
Day	The day the transaction was completed.
Week	The week in which the transaction was completed. For example Week: 201940.
Month	The month (numerical, month 1 is January) in which the transaction was completed. For example 2019-1.
Jaar	The year in which the transaction was completed.
Unique hour	The exact moment a transaction was completed (format is YYYYMMDDUU). For example, a transaction completed on 2019-10-03 02:09:27 AM will be displayed as 2019100302.
Hour	The hour (format HU am / pm) the transaction was completed. For example, a transaction completed on 2019-10-03 02:09:27 will show the hour as 02.
Company	The name of your organization. This is equal to the `company name` on the company details page in the PAY. Admin, not the trade name.
Tool	No information known yet.
Info	No information known yet.
orderNL	If your implementation sends a `OrderNumber` when starting, you will find the value of this parameter in this field.

URL of the image tab name field or variable name field or variable name

24.3. Paid transactions

Configure columns in table

'Paid transactions' lists all transactions in a table (including telephone and text messages). You can use the link 'Configuration' Figure: Configure columns in table in the lower right-hand corner to set the columns you want to include in the table.

Select desired period

Table with paid transactions

View paid transactions

Use the following steps to view paid transactions:

In the Admin Panel, go to the tab Reports » Paid transactions https://admin.pay.nl/statistics/sessions.
In the field Period Figure: Select desired period select the dates for which you want to view the results. You can choose to use a standard value, such as 'This week', or set a custom value using the 2 date fields.
Optionally, you can set a filter to show the results for a specific selection.
In the field View by you can set whether you want to view the results on your Screen (default) or export them in a PDF or CSV format.
Finally, click on the button 'Get data' to show the paid transactions Figure: Table with paid transactions.

Export

Export statistics

You can export the results of your search in a PDF or CSV format. The option to export the statistics is available from the Professional package.

In the Admin Panel, go to the tab Reports » Paid transactions https://admin.pay.nl/statistics/sessions.
By default, the field View by is set to the option 'Screen'. In this field you can select the format you want to use for viewing / downloading the results. Figure: Export statistics

Availability

Below are the packages that support the option 'Paid transactions’.

	Pioneer	Professional	Business	Corporate
Viewing paid transactions
Exporting paid transactions

24.4. Management statistics

The management statistics show the results in a graph and a table. Unlike with the 'Paid transactions', you can group a specific selection to make the results more transparent.

Select desired period

Management statistics

Viewing management statistics

Use the following steps to view the ‘Management statistics’:

In the Admin Panel, go to the tab Reports » Management statistics https://admin.pay.nl/statistics.
In the field Period, Figure: Select desired period select the dates for which you want to view the results. You can choose to use a standard value, such as 'This week', or set a custom value using the 2 date fields.
Optionally, you can set a filter to show the results for a specific selection.
In the field View by you can group your selection (for example by day), and set if you want to view the results on your Screen (default) or export them in a PDF or CSV format.
Finally, click on the button 'Get data' to show the management statistics Figure: Management statistics.

Export

Export statistics

You can export the results of your search in a PDF or CSV format. The option to export the statistics is available from the Professional package.

In the Admin Panel, go to the tab Reports » Management https://admin.pay.nl/statistics.
By default, the field View by is set to the option 'Screen'. In this field you can select the format you want to use for viewing / downloading the results. Figure: Export statistics

Availability

Below are the packages that support the option 'Management statistics’.

	Pioneer	Professional	Business	Corporate
View management statistics
Export management statistics

24.5. Trends

The trend statistics can be used to compare selections. You can, for example, determine at what time of the day the highest number of orders is placed, and you can view the trend for this in recent months.

Select desired period

Setting trends

Compare results

Group trends

Trends

Viewing trend statistics

Use the following steps to view the ‘trend statistics’:

In the Admin Panel, go to the tab Reports » Trends https://admin.pay.nl/statistics/compare.
In the field Period, Figure: Select desired period select the dates for which you want to view the results. You can choose to use a standard value, such as 'This week', or set a custom value using the 2 date fields.
Optionally, you can set a filter to show the results for a specific selection.
In the field View Figure: Setting trends you can select the trend you want to see. You can select the following criteria:
- Highest quantities
- Highest averages
- Highest turnover excluding external turnover
- Highest turnover including external turnover
- Highest costs
- Highest payment
Then, click on the button 'Get data'.
The results are retrieved and presented in a table Figure: Compare results. The first column contains checkboxes in different colours. You can select these to compare these results in a graph.
After you have selected the checkboxes you can set in the bottom left-hand corner how you want to arrange the table Figure: Group trends (e.g. number of transactions per week)
Then, click on the button 'Get data’ at the bottom of the table. The trends are then presented in a graph Figure: Trends.

Availability

Below are the packages that support the option 'Trend statistics’.

	Pioneer	Professional	Business	Corporate
Viewing trend statistics

25. Clearing (Payout)

A clearing is a payment of the accrued funds into the merchant’s bank account. A merchant can only receive a clearing after all documents have been approved and the internal check has been completed successfully.

The rates you pay for our service will be invoiced on a weekly or monthly basis.

25.1. Balance

The balance is the total of the incoming pay-outs and fees.

View booking balance

View balance

Your balance can be found on the page 'Financial overview'. You can check your current balance using the following steps:

In the Admin Panel, go to the tab Merchant » Invoices (Clearing) https://admin.pay.nl/balance.
Under 'Status' you will see the field Balance Figure: View balance with your balance in euros.

Topping up your balance

Raising balance

In some cases it may be necessary to top up your balance. For example, if you need to make a repayment but your balance is insufficient and you do not want to wait until the balance is sufficient. You can increase your balance by transferring the required amount via iDEAL, a bank transfer or a Bancontact payment.

You can increase your balance using the following steps:

In the Admin Panel, go to the tab Merchant » Invoices (Clearing) https://admin.pay.nl/balance.
Under 'Status' you will see the field Balance Figure: View balance followed by the link ‘Deposit’.
Click on the link 'Deposit'. A new page is displayed Figure: Raising Balance
In the field Amount enter the amount you want to add in euros.
In the field Payment method select the payment method you want to use.
Click the 'Add' button at the bottom of the screen to initiate the payment and to top up your balance.

25.2. Book balance (Revenue Groups)

View the book balance per revenue group.

Increase the book balance per revenue group.

Internal deduction and crediting of the book balance per revenue group.

The book balance is the total of the payments per revenue group with the status PAID that have not yet been paid to you and minus the outgoing payments such as refunds, chargebacks and reversals. The balance can only be paid out if the balance of all individual revenue groups is positive.

Internal settlement of package costs

If you receive a payout per revenue group, you must mark one revenue group as Standard. The invoices (containing the periodic package costs) are then settled with the selected revenue group.

If one of the revenue groups has a negative balance, you will see the message: Revenue group with negative balance. In this case, your clearing will not be paid out.

What causes a negative balance?

The most common reason for a negative balance is when the package costs are settled with a revenue group that does not generate any revenue: If you use the revenue groups, you must mark one revenue group as Standard. If a revenue group is marked as default, but it generates no revenue, the balance will be negative. To change the Default Revenue Group navigate to https://admin.pay.nl/programs/programs and click on Mark as default behind the revenue group you want to settle the PAY. package costs with.

How do you solve the negative balance in a revenue group?

When you see the message Revenue group with negative balance or if your payout is not forthcoming or you simply want to know the balance of your revenue groups, click on Deposit. In the pop-up you can see the current status of each revenue group. If the balance of one of the revenue groups is negative, this will be shown in red. You can resolve the debit balance as follows:

Depositing of the book balance: Choose the Revenue group you want to top up. Choose one of the payment options below via Payment method. Click on Add to start the transaction.
1. Payment via iDEAL: The book balance is upgraded immediately.
2. Payment via Bancontact: The book balance is upgraded immediately.
3. Payment via Bank Transfer: The book balance is topped up when your payment is received.
To settle the book balance with a positive revenue group: Choose the Revenue group that you want to upgrade. When you're at the Payment method option, select one of the revenue groups with a positive balance. Click on Add to even out the negative balance. The settlement takes place immediately. We pay out according to the next payout time (daily, weekly or the first day of the month).

How is the settlement of the balance between revenue groups processed?

If you have chosen to pay the negative credit of a revenue group from a revenue group with a positive credit, PAY. will add two statistic lines:

An Internal and charged booking (a write-off) for the revenue group that was used to make the payment.
An Internal and additional booking for the revenue group where the negative book balance has been topped up.

25.3. Reconciliation

Once payments via the payment methods Klarna, AfterPay, in3 and Billink have been successfully processed, the funds from the payment options (supplier) are awaited before the clearing / withdrawal is released.

In most cases this is a smooth process that runs continuously. Occasionally, a payment option may pay us sooner or later or a payment option may provide payouts that cannot be easily processed by us. We call this impure clearings. From that moment on, your payout may come later than expected. PAY. staff members need time to check the payment and confirm that everything has been paid.

PAY. has processed a payment for you, the payment option indicates the payment status.
The payment will be added to your book balance. A payment does not have to be received at this time.
PAY. indicates an expected release date. At this time, the money is released and the amount can be transferred to your account via clearing.
When funds are released, a clearing round is awaited. You can set this up with the help of the clearing frequency.
If the payment is received earlier, then the ''release date will be brought forward''. We only do this if all payments from a payment option have been received on the same day.
If a payment is received later, we will contact the payment option to investigate why we did not receive the funds.
If the payment option has not paid out a single payment, we can choose to still pay you out in order to keep your cash flow transparent.
If the payment option is not paid, we can ''roll back'' the payment. This means that we will deduct the amount already paid out from your book balance.

25.4. Clearing delays

The pay-out speed depends on your relationship with PAY. The speed is increased automatically when you have been known in our system for some time or when you receive a higher volume of payments. PAY. distinguishes the following categories:

New merchants
New merchants are automatically assigned to this category for their first 100 transactions. If there are no cases of fraud or disputes, your connection is automatically changed to 'in control'. If you can demonstrate that you have a good reputation, for example by means of external reviews and/or a webshop quality label, a sales assistant will upgrade you to 'in control'.
In control merchants
In control merchants are merchants without any significant complaints or cases of fraud. Most of the merchants who use PAY. belong to this group. Merchants with a Professional or a Business package have the possibility to be upgraded to 'Trusted' or 'Key exclusive'.
Trusted merchants
Trusted merchants have a long-standing customer relationship with PAY. The merchant has a good reputation and there are hardly any complaints or cases of fraud. Available from the Professional package.
Key exclusive merchants
Key exclusive merchants receive the fastest possible pay-out. Please contact your account manager to discuss the possibilities. Available from the Business package.

Overview

Each payment method has its own pay-out speed. Listed below are the lead times per payment method for the 4 categories.

	New merchants	In control merchants	Trusted merchants	Key exclusive merchants
Bancontact	+ 7 days	+ 2 days	+ 1 day	+ 1 day
Billink	In accordance with your agreement with Billink
Bioscoopbon	+ 21 days	+ 21 days	+ 14 days	+ 7 days
Carte Bleue	+ 14 days	+ 14 days	+ 5 days	+ 5 days
CreditClick	+ 7 days	+ 7 days	+ 2 days	+ 2 days
Fashioncheque	+ 21 days	+ 1 day	+ 1 day	+ 1 day
Fashion Giftcard	+ 21 days	+ 21 days	+ 14 days	+ 7 days
Gezondheidsbon	+ 21 days	+ 1 day	+ 1 day	+ 1 day
Giropay	+ 7 days	+ 2 days	+ 1 day	+ 1 day
iDEAL	+ 7 days	+ 1 day	+ 1 day	+ 1 day
in3	In accordance with your agreement with in3
Incasso	+29 days	+ 14 days	+ 10 days	+ 8 days
Klarna	In accordance with your agreement with Klarna
Maestro	+ 14 days	+ 14 days	+ 5 days	+ 5 days
MasterCard	+ 14 days	+ 14 days	+ 5 days	+ 1 day
Multibanco	+ 7 days	+ 1 day	+ 1 day	+ 1 day
MyBank	+ 7 days	+ 3 days	+ 2 days	+ 1 day
Overboeking	+ 7 days	+ 1 day	+ 1 day	+ 1 day
Payconiq	+ 7 days	+ 1 day	+ 1 day	+ 1 day
Paysafecard	+ 21 days	+ 15 days	+ 15 days	+ 1 day
Podium Cadeaukaart	+ 21 days	+ 14 days	+ 1 day	+ 1 day
Postepay	+ 14 days	+ 14 days	+ 5 days	+ 5 days
Riverty	In accordance with your agreement with Riverty
Sofortbanking	+ 7 days	+ 2 days	+ 1 day	+ 1 day
Spraypay	+ 30 days	+ 25 days	+ 21 days	+ 14 days
VISA	+ 14 days	+ 14 days	+ 5 days	+ 5 days
Yourgift Card	+ 21 days	+ 1 day	+ 1 day	+ 1 day
Webshop Giftcard	+ 21 days	+ 5 days	+ 5 days	+ 1 day
Focum - Achteraf Betalen	Clearing not handled via PAY.
Capayable - Achteraf Betalen	Clearing not handled via PAY.
PayPal	Clearing not handled via PAY.

Overview InStore payments

	New merchants	In control merchants	Trusted merchants	Key exclusive merchants
Maestro	+ 14 days	+ 1 day	+ 1 day	+ 1 day
V-PAY	+ 14 days	+ 1 day	+ 1 day	+ 1 day
MasterCard Debit	+ 14 days	+ 1 day	+ 1 day	+ 1 day
VISA Debit	+ 14 days	+ 1 day	+ 1 day	+ 1 day
MasterCard	+ 14 days	+ 7 days	+ 5 days	+ 3 days
VISA	+ 14 days	+ 7 days	+ 5 days	+ 3 days
AMEX	+ 14 days	+ 7 days	+ 5 days	+ 3 days

Example

We can deduce from the above table that an iDEAL payment for 'In control' merchants can be paid out on the next working day. VISA credit card payments for 'Key exclusive' merchants are available after 5 days, and can be cleared from that moment.

Viewing the pay-out speed

The pay-out speed can be found on the page 'Financial overview'. You can check the current pay-out speed using the following steps

Viewing pay-out speed

In the Admin Panel, go to the tab Merchant » Invoicing (Clearing) https://admin.pay.nl/balance.
Under 'Settings', there is a field uitbetaalsnelheid Figure: Viewing pay-out speed, and next to it the pay-out for the merchant is shown.

25.5. Clearing frequency

Set clearing frequency

Within your PAY. account you can determine yourself at what time you want to be paid out. PAY. offers the following clearing frequencies for each package:

Frequency	Description
Daily	A check is carried out every working day to determine whether there are funds that can be paid out to the merchant.
Weekly	A check is carried out every Monday to determine whether there are funds that can be paid out to the merchant.
Monthly	A check is carried out on the first working day of the month to determine whether there are funds that can be paid out to the merchant.

Setting the clearing frequency

The clearing status can be found on the page 'Financial overview'. You can check the current clearing status using the following steps

In the Admin Panel, go to the tab Merchant » Invoices (Clearing) https://admin.pay.nl/balance.
Under 'Setting' there is a field Clearing frequency Figure: Set clearing frequency. Here, you can select your preferred frequency.
Click on the 'Save' button at the bottom of the page to process the change.

Availability

Below are the available clearing frequencies per package

	Pioneer	Professional	Business	Corporate
Daily
Weekly
Monthly

25.6. Clearing status

Clearing active

Clearing frozen

Clearing not yet necessary

PAY. uses the following clearing statuses:

Status	Description
Clearing active (all is fine) `Figure: Clearing active`	All documents have been approved and the internal check has been completed successfully. The merchant can receive clearings.
Clearing frozen `Figure: Clearing frozen`	Clearing has been frozen by PAY. and the merchant can no longer receive clearings. Please contact your account manager for more information.
Clearing not yet necessary `Figure: Clearing not yet necessary`	Not all documents have been checked and/or the internal check has not yet been completed. The merchant cannot receive any clearings at this time.

Checking the status

The clearing status can be found on the page 'Financial overview'. You can check the current clearing status using the following steps

In the Admin Panel, go to the tab Merchant » Invoices (Clearing) https://admin.pay.nl/balance.
Under 'Status' you will see the field Payout status followed by the merchant's clearing status.

Checking clearing

Checking progress

Have you submitted all the required documents and are you waiting for your clearing to become active? You can click on the "Click here" link Figure: Checking clearing next to the payment status. A pop-up will open with the status of the required documents and the internal check. You can see at a glance which documents are being checked and which documents you have not yet provided.

25.7. Clearing history

You can see the payment reference in the first column

You can view PAY.'s payment reference when navigating to ''Transaction reference''

This table shows all clearings that have already been paid out. The table consists of 7 columns:

Payment reference: The payment reference is stated in the Transaction reference of the payment on your IBAN account number. This unique reference can also be found in the clearing history. This way you know which accounting file belongs to which specific payout. This is very useful if a payout contains multiple clearings. The format of a payment reference consists of 2 times 4 numbers or letters separated by a hyphen (for example: SKQF-RNUW, please view the image on the right for an example).

Clearing date: This is the date on which the payment was made. If the message "Clearing not required" is displayed, no clearing takes place because the book balance for the forthcoming clearing round might not be sufficient.

Turnover group: The turnover group column is only shown if there are turnover groups active and when the function clearing per group is active. The name of the turnover group is reflected in the column.

Bank account: In this column you will see the IBAN account number where the specific payment takes / took place.

Clearings: A payout can consist of multiple clearings. In this column we show the different clearings for multiple clearing-IDs.

Amount: This column shows the amount that will be paid out / has been paid out.

Options: By default, this column shows the option "Generate". Once the accounting file has been generated, this column shows the option "Download".

25.8. Future clearings

Overview from future clearings

Opening pop-up with clearing details

Number of transactions per payment method within a clearing

Total amount of transactions per date within a clearing

Each payment method has its own pay-out speed, which means that you will often have outstanding funds. The table 'Future clearings' Figure: Overview from future clearings contains an overview of these outstanding funds, along with the data for the clearings scheduled for you.

Viewing future clearings

Use the following steps to view future clearings:

In the Admin Panel, go to the tab Merchant » Invoices https://admin.pay.nl/balance.
There is a table 'Future clearings' containing the following columns Figure: Overview from future clearings
- Clearing date
  This lists the scheduled dates for clearing. The example shows that 3 clearings are planned for these merchants.
  
  Third-party management
  This column contains the totals for your transactions in the sub-column 'Received'. If there has been a restitution, an additional sub-column ‘Outgoing’ is shown with the total amount of these restitutions.
  
  Costs
  This column shows the transaction costs including VAT. Transaction costs are booked directly. This is the reason why the next clearing shown includes costs, while the other two clearing dates do not.
  
  Clearing
  This column contains the total for the columns 'Third-party management' and 'Costs', which is the amount that is scheduled to be cleared into your bank account. These amounts will change when further orders are received, of course.
If a blue info icon is displayed behind a payment Figure: Opening pop-up with clearing details you can view a breakdown of the amount. Click on the icon to see the details.
A pop-up will be displayed. In the example Figure: Number of transactions per payment method within a clearing an amount of € 1,726.50 is shown that consists of 3 iDEAL transactions, 1 Bancontact transaction, and 1 credit card transaction.
If you want to see the dates these transactions were completed, you can click on a payment option. The total amount and number of transactions for this payment option will then be broken down by the date the order was paid Figure: Total amount of transactions per date within a clearing.

25.9. Multiple bank accounts

PAY. offers the possibility to have your credit balance transferred to different bank account numbers. You can add an account for each sales location that uses our payment solutions.

Activating turnover group

Activating multiple bank accounts

Activate multiple bank accounts option

By default, the option 'Multiple bank accounts' is not activated. You can activate this option via the link 'Change package options' on the tab Merchant » Company https://admin.pay.nl/my_merchant. Make sure the options 'Turnover groups' Figure: Activating turnover group and 'Multiple bank accounts' Figure: Activating multiple bank accounts in the pop-up are checked.

Need help with activating?

More information on activating a package option can be found here. Do you want to use the option 'Multiple bank accounts' but does your current package not support this option? You can easily upgrade.

Adding an additional bank account

1. Adding an additional bank account

After you have activated the 'Multiple bank accounts' option, you can add one or more additional bank accounts. You can do so using the following steps:

In the Admin Panel, go to the tab Merchant » Company https://admin.pay.nl/my_merchant.
Under 'Bank details / Clearing account' you will see an option to add a bank account. Figure: Adding an additional bank account
Click on the link 'Add' and add an account via IBAN authentication via iDEAL or by adding a copy of bank statement.

Add bank account to turnover group

Adding bank account to turnover group

New bank account added to turnover group

2. Linking an additional bank account to a turnover group

As soon as the bank account has been approved, it can be linked to a turnover group. Use the following steps to do this:

In the Admin Panel, go to the tab Sales Locations https://admin.pay.nl/programs/programs.
Under 'Turnover group' the available turnover groups are listed with the associated bank accounts.

In the example in Figure: Add bank account to turnover group there is 1 turnover group with the name 'Standard' followed by the linked bank account NL35RABO0117713678.
We are now going to create a new turnover group with the additional bank account we want to use. Click on the link 'Add' Figure: Adding bank account to turnover group.
The pop-up that is displayed Figure 86 contains the following fields: Name, Description and Account number.
Complete these fields. Select a unique name that you can easily recognise later. In the Account number field, select the newly added bank account.
Click on the 'Add’ button in the bottom right-hand corner of the pop-up. You will return to the sales location overview. Figure: New bank account added to turnover group In our example, we have added the additional bank account to the turnover group named 'Additional bank account'.

3. Linking a turnover group to a sales location

In this final step we are going to link the newly created turnover group to a sales location (webshop). You can do so using the following steps:

Change sales location

Link turnover group to sales location

In the Admin Panel, go to the tab Manage » Sales Locations https://admin.pay.nl/programs/programs.
Select the sales location for which you want the turnover to be paid into the new bank account. Click the Change link of the relevant sales location Figure: Change sales location.
Listed under 'Module' is the field Turnover group. In this field, select the newly added turnover group Figure: Link turnover group to sales location.
Click the 'Change' button at the bottom of the screen to save your changes. From now on, the funds for this sales location will be paid into the account number linked to the newly selected turnover group.

Availability

Below are the packages that support this option.

	Pioneer	Professional	Business	Corporate
Multiple account numbers

25.10. IBAN authentication

Change or remove account number

Add via iDEAL

Do you want to change or add bank details quickly? Use the IBAN authentication method.

You make an iDEAL payment from the account you want to add. We will then receive the name and the IBAN number for the transaction and can add this data to your bank details.

Use the following steps to use the IBAN authentication method.

In the Admin Panel, go to the tab Merchant » Company https://admin.pay.nl/my_merchant.
Listed under 'Bank details' is the field Account holder. Click on the link 'Add account number'.
Afbeelding: Change or remove account number
In the pop-up that opens, select Add via iDEAL, Bancontact, SOFORT or Mybank
Figure: Add via iDEAL.
Click on the 'Start' button in the bottom right-hand corner of the pop-up. This will open the selected payment page.
Select your bank and pay the amount (EUR 0.49). The amount will be transferred to your PAY. Balance.
After your payment, the IBAN number, BIC Code, and the name of the account holder of the account you have used for the payment are shown in your bank details.

25.11. Advanced options

In addition to the standard settings, you can use the following advanced clearing options.

Change booking period
By default, we use a monthly booking period, which means that your turnover is paid out monthly. Using the advanced options, you can change the booking period to 'weekly'.
Collect clearing
Each payment option has a ‘release term’. A credit card payment received on the last day of the month, for example, will be paid out 5 days later. If you want all sales in one period to be included in a single invoice, select the option 'As soon as all turnover for the period is released'.
MT940 account number
Change the account number in the header of the MT940 file.
Email clearing specification
By default, every account with the appropriate rights will receive an e-mail with the clearing / invoice. If you want to also receive the specifications, you can select the field 'Email clearing specifications'.
Split by turnover group
For a separate clearing overview on your invoice broken down by turnover group. You can receive multiple overviews per period, but the invoice will also provide insight into the relevant category.

Activating advanced clearing options

Activate advanced options

By default, the 'Advanced options' are not activated. You can activate this option via the link 'Change package options' on the tab Merchant » Company https://admin.pay.nl/my_merchant. Make sure the option 'Advanced clearing' Figure: Activating advanced clearing options in the pop-up is checked.

Need help with activating?

More information on activating a package option can be found here. Do you want to use advanced clearing options but does your current package not support this? You can easily upgrade.

Setting advanced options

Once you have activated the advanced options they are available in the 'Financial overview'. You can make changes using the following steps:

In the Admin Panel, go to the tab Merchant » Invoices (Clearing) https://admin.pay.nl/balance.
Under 'Settings' you will see the new fields Clearing from, MT940 Account number, Email clearing specifications and Split per turnover group, and in the field Booking period you can select the option Week.
Set the new fields to the preferred settings and click the 'Save' button at the bottom of the page.

Availability

Below are the available advanced options per package.

	Pioneer	Professional	Business	Corporate
Change booking period
Collect clearing
Setting MT940 account number
Email clearing specifications
Split invoice by turnover group

26. Billing

By default, an invoice is generated for you every Monday morning. This invoice contains the fees for the use of the payment methods or, in other words, all transaction costs for the past week. These are all transactions between Monday 00:00 and Sunday 23:59.

In case of invoicing on a monthly basis, the invoice contains the transaction costs for the past month. For the month of January, these are all transactions between 1 January 00:00 and 31 January 23:59.

26.1. Download Invoices

Downloading invoices

Downloading 1 invoice (PDF file)

Downloading multiple invoices (ZIP file)

The invoices with the fees can be found in the 'Financial overview'. Use the following steps to view the invoices:

In the Admin Panel, go to the tab Merchant » Invoices (Clearing) https://admin.pay.nl/balance.
A table under 'Invoice history' contains all your invoices Figure: Downloading invoices. The last generated invoice is shown at the top, and after some time the invoices are combined in a zip file for that booking period.

The figure shows the last generated invoice with invoice number: 'PAYNL-2016189433'. Below that, are the combined invoices for January (4 items). After some time, invoice 'PAYNL-2016189433' will also be included here, and the row will have 5 invoices.
If you want to download the last generated invoice, click on the PDF icon. Figure: Downloading 1 invoice (PDF file). You can directly download/view the invoice.
If you want to download more than one invoice for a booking period, you can click on the ZIP icon. Figure: Downloading multiple invoices (ZIP file). A ZIP file is downloaded that contains multiple invoices in PDF format.

Downloading invoice specifications

An invoice contains the fees for the total number of transactions per payment method. If you want to view the related transactions, you can generate an invoice specification. You can do so using the following steps:

Downloading multiple invoices (ZIP file)

Downloading invoice specifications

In the Admin Panel, go to the tab Merchant » Invoices (Clearing) https://admin.pay.nl/balance.
A table under 'Invoice history' contains all your invoices Figure: Downloading invoices.
Select the invoice / combined invoices you want to download the specifications for. Click on the magnifying glass of the relevant row. Figure: Downloading multiple invoices (ZIP file)
A pop-up opens where you can select invoice specifications in the following 3 formats: PDF, CSV and MT940 Figure 67
Select the preferred format by clicking on the link 'Download' or 'Generate' Figure: Downloading invoice specifications. If the download has not been generated, it will be created now. It may take a few moments before the invoice specifications are available for downloading.

26.2. Term of payment

At the end of the week or month (depending on the defined invoicing period) the invoices will be created. Invoices must be paid within 14 days.

26.3. Payment method

We recommend to automatically pay your invoice via your balance or to make your account available for a direct debit order. This will avoid outstanding invoices and costs.

Automatically via your balance (Default)
Via automatic direct debit (Default, if balance is insufficient)
Manually via transfer, or via payment options in ADMIN

26.4. Administration and reminder costs

If you pay your invoices too late, administration and reminder costs will be added. If invoices are unpaid for longer than 90 days, we can terminate the agreement intermediately. The reminder costs are €7.50 + 2,0% of the invoice amount.

Payment term 14 days
Free reminder: 18 days
After 1 month: Reminder costs
After 2 months: Reminder costs
After 3 months: Reminder costs + transfer to debt collection agency

26.5. Invoice frequency

PAY. invoices the fees for its services either weekly (every Monday) or monthly. You will receive an invoice from us, which will be deducted from your credit balance. By default, you receive an invoice from us every Monday for costs incurred in the past 7 days. You can also request to receive a monthly invoice instead. This invoice is generated on the first working day of the month.

View invoice frequency

Viewing the invoicing frequency

The invoicing frequency can be found on the page 'Financial overview'. You can check the current invoicing frequency using the following steps

In the Admin Panel, go to the tab Merchant » Invoices (Clearing) https://admin.pay.nl/balance.
Under 'Settings' you will find the field invoicing frequency Figure: View invoice frequency. Next to this field you can see if invoices are generated weekly or monthly.

26.6. VAT (intra-community supply of services)

The services of PAY. are subject to VAT. We will charge VAT if your company is based in the Netherlands. Of course, as an entrepreneur you can reclaim the VAT from the tax authorities. If your company is based in the EU and you have a valid VAT number, we use the scheme for intra-community supply of services regeling. This means that we transfer the VAT and you do not have to pay VAT to PAY. If you do not enter a (valid) VAT number, we cannot use this scheme, and you need to pay VAT to us. You may be able to reclaim the VAT. Companies based outside the EU are not charged any VAT.

27. Sync module

‘Reconciliation’ is a word coined in the accounting world. It has to do with the processing of payments. Reconciliation is nothing more than linking a payment to an outstanding item.

Using this process, you regularly process outstanding invoices, after which they are ‘reconciled’ with your accounting and your accounting is up-to-date once again. By regularly reconciling payments, you continually update your financial administration to ensure you have access to the latest figures. The advantage of up-to-date accounting is that you can make business-critical decisions based on current figures, for instance, by using reports you generate with the accounting software you work with.

27.1. Reconciliation moment

You can export the payments via PAY. to update your accounting program. Before you start the reconciliation, you must first determine the reconciliation moment. There are three times when you can do this.

Based on the payment to your IBAN account
Based on the paid transactions on a daily, weekly or monthly basis
Based on the exchange URL

Per payment to your IBAN account

You receive one or more payment batches from PAY. each day. Before you can reconcile the individual items in your accounting, this payment must be disaggregated; ultimately, you must know which payments are included in this batch. You will receive a detailed transaction file from us with every payment. In MT940, CSV or another format. By placing the received batch payment on a cross item and linking it to the detail file, you can link these 2 payments. This way, you receive all the items associated with the payment receipt. The disadvantage of this is that your accounting only marks the items as fully processed once PAY. has actually transferred the payment to you. Certain payment options are transferred with a delay, which means that an invoice in your accounting that has been paid through AfterPay will be marked as unpaid until the funds have actually been transferred to you.

Paid transactions on a daily, weekly or monthly basis

If a payment is successful, it will be placed in your bank balance. You can compare this with the balance on your bank account. At the time of crediting, you own those funds and can regard the funds as 'received'. At that time, you can therefore set your items (receivables/invoices) to ‘paid’ in your accounting system (reconcile). The advantage here is that you have immediate insight into the invoices paid. Even if you have not yet received the actual payment to your account.

Exchange URL

Updating your accounting system based on the exchange URL is the least used method. If an exchange request goes wrong, you can apply a retry schedule, but the logging of actions is limited to 35 days. PAY. reports every status change to your exchange URL. If a payment is successful, is returned or has a different status change, PAY. will send out a notification. It is possible to specify multiple exchange URLs at your sales location. In addition to changing the status of the order, your accounting system can also be updated immediately.

27.2. Transactions paid manually

If you want to manually export the payments for a specific day or period, you can do so using the statistics, with the display method 'download CSV'.

27.3. Export

You can export the invoices, clearings, and transaction specifications in a CSV, MT940 or PDF format to import them in your favourite accounting application, for example. By default, you can export the data for one pay-out. From the Professional package, it is also possible to generate an export for a particular period.

The export generated consists of a ZIP file with the following 3 folders:

Transactions
This folder contains a CSV, PDF, and MT940 file, which contain all the specifications of the transactions paid out to you in the clearing.
Clearings
This folder contains a PDF file with the transactions.
Invoices
This folder contains a PDF file with the invoices.

View all pay-outs

Generate export

Download export

Exporting a clearing

You can export a clearing using the following steps:

In the Admin Panel, go to the tab Merchant » Invoices https://admin.pay.nl/balance.
Listed under 'Payment history' is a table containing the last 5 pay-outs. If you want to export an earlier payment, click on the link 'View all’ Figure: View all pay-outs.
Select the payment for which you want to receive an export. Then, click on the 'Export' link in the Options column for the pay-out Figure: Generate export.
A ZIP file is generated; this may take a few moments. As soon as the export file is ready, you can download it via the Options column Figure: Download export.

Activating export of multiple clearings

Option for Exporting multiple clearings

From the Professional package, it is possible to export multiple clearings at the same time. A single MT940, PDF and CSV file is created containing all the details for a selected period. By default, the option 'Export multiple clearings' is not activated. You can activate this option via the link 'Change package options' on the tab Merchant » Company https://admin.pay.nl/my_merchant. Make sure the option 'Export multiple clearings' Figure: Activating export of multiple clearings is checked in the pop-up.

Need help with activating?

View all clearings

Export multiple clearings

Exporting multiple clearings

Use the following steps to export multiple clearings:

In the Admin Panel, go to the tab Merchant » Invoices https://admin.pay.nl/balance.
Listed under 'Payment history' is a table containing the last 5 pay-outs. If you want to export earlier payments, click on the link 'View all’ Figure: View all clearings.
Select the check boxes for the pay-outs for which you want to generate an export file Figure: Export multiple clearings.
Click on the link 'Download grouped’ under the table. The export file is now generated. This may take a few moments. As soon as the export file is ready, it is offered for downloading.

Availability

Below are the packages that support this option.

	Pioneer	Professional	Business	Corporate
Exporting a single clearing
Exporting multiple clearings

27.4. Automatically

PAY.: Installing Sync-module A walkthrough of how to install PAY. ‘s Sync module.

The PAY. Sync module lets you share transaction data with external parties. It is possible to automatically send specification files to persons or departments for manual reconciliation.

Persons and partners in your network

Users linked to your organisation
External email addresses
SFTP (upload of the files to your servers)
API (push to your own API endpoint)

Certified partners

If you use the software of one of the partners listed below to manage your accounting it is possible to share transaction details with them. This way your accounting will be updated automatically.

Exact online - through Dealer4Dealer
E-boekhouden
Twinfield
Yuki

27.5. File Format

Depending on the selected synchronisation partners, the Sync module can export transaction data in various file formats.

MT940 (financial bank statements file)
CSV (minimal)
CSV (with customer data)
Coda XML (Belgian bank statements file).

27.6. Create sync task

Create synchronisation tasks

You can create a synchronisation task via the Merchant -> Sync & Tasks menu. If you have not created a synchronisation task before, the overview will be empty. Click on the Add button in the bottom-right corner.

27.7. Manage Sync task

Managing synchronisation tasks

A synchronisation task always consists of a number of standard fields. An overview of these fields is shown below. You must complete unique fields for each synchronisation partner. Below the overview of standard fields, you can see whether each type of Synchronisation partner is available in your package and which additional fields you must complete.

Name: This field is shown as the file name of the synchronisation task, followed by the date and the reference number.
Synchronisation partner: The type of connection that you selected when you created the synchronisation task.
File format: Select the file format that corresponds with the desired layout of your (bookkeeping) system.
Synchronisation frequency: The synchronisation module can synchronise transactions made during the period since the last synchronisation task with your system on a daily, weekly (every Monday) or monthly (every first day of the month) basis. It is also possible to perform the synchronisation based on the paid-out clearing.
Start date: The date from which data must be synchronised. If this date is in the past, the synchronisation will begin within five minutes.
Turnover: Payments made via PAY.’s systems. These funds are received on your behalf by the PAY. Foundation and transferred to your account as a batch payment. Examples include iDEAL, credit cards and Bancontact.
External turnover: For certain payment options, PAY. only serves as a gateway. In such cases, payments are deposited directly from the payment option in question into your account (or into your wallet). Examples include PayPal and Amazon Payments.
Filter:
Clearings: Select this option if you also want to include payments made to your clearing account(s) in your export. To get a complete status overview of your PAY. balance for your own administration, you must export all invoices and clearing files.
Invoices: Select this option if PAY. ‘s invoices are taken out of your balance and you want to include them in your export. Do not check this option if you only want to export transactions (revenue).

19.4.1 API

If you use the Professional or Business package, you can submit transaction data via an API URL. As the recipient of our transaction data, you must enter an API URL yourself.

API URL: The API key to which we can submit transaction files.

PAY. invokes the entered API URL in order to send the data in the desired format.
If the format is JSON, you can get the data as follows:
$data = (array) json_decode(file_get_contents('php://input'), true);

For MT940 and other formats use:
$data = (array) file_get_contents('php://input');

19.4.2 SFTP

If you use the Professional or Business package, you can submit transaction data via an SFTP connection. As the recipient of our transaction data, you must make your own SFTP Host available.

SFTP Host: Enter the host’s IPv6 address without prefixes
Port: The port number of the SFTP connection. This is usually 443.
Username: Request a separate username for PAY. that only has permission to write to a specific folder.
Password: The password linked to the username.
Folder: The folder where the document should be stored.

19.4.3 (External) Email address

If you use the Professional or Business package, you can submit transaction data to an (external) email address.

Note that the exports may contain customer data. Make sure to sign a processor agreement with the receiving party.

Email address: An email address to which you want to send transaction data. This email address does not have to be registered in PAY.’s Admin Panel.

19.4.4 Yuki Boekhouding

If you use the Pioneer pakket or higher, you can submit transaction data directly to our bookkeeping partner Yuki. As the recipient of our transaction data, you must make your own SFTP Host available. After creating a new synchronisation task, our system will automatically direct you to the Edit Synchronisation task window. Complete all required fields:

Email address: The email address you use to log in to Yuki’s bookkeeping system.

19.4.5 E-boekhouden

If you use the Pioneer package or higher, you can submit transaction data directly to our bookkeeping partner E-Boekhouden. As the recipient of our transaction data, you must make your own SFTP Host available.

File format: Select Yuki, MT940 as the File format
Security code 2: This code can be found in your E-boekhouden account. Click on the Manage button, then Settings and select API/SOAP. Note that you must use security code 2.
Ledger: You must specify the ledger to which this account is linked. If you have not yet generated a ledger at E-boekhouden.nl, go to: Manage, Ledger accounts and select the Add option.

19.4.6 Twinfield

If you use the Pioneer package or higher, you can submit transaction data directly to our bookkeeping partner Twinfield. After creating a new synchronisation task, our system will automatically direct you to the Edit synchronisation taks window. Complete all required fields:

File format: Select Twinfield, Twinfield XML as the File format
Username: The username you received when you registered with Twinfield.
Password: : Your organisation’s password, which Twinfield sent to you. Note that the authorisations must be in order. This password is stored in encrypted form. When you change your password, you must add a new Synchronisation task.
Organisation code: Your organisation’s code. Consult Twinfield or your intermediary for more information.
Office Code: If you are a Twinfield reseller or have multiple administrations and log in as a main user, you can enter your Office Code here. It can be found in Twinfield under General -> Switch administration.

27.8. Available Sync views CSV

PAY. offers multiple synchronized (sync) views available for each Synchronization partner. A synchronized view is simply the layout of the accounting file in CSV format. In the following table you will find an overview of all the columns that we have available and where the synchronized views can be found.

Do you have a question relating the layout of the MT940 or CODA accounting file? If so, please contact the PAY Support Dept.

Format	Column titel	CSV (minimaal)	CSV (met klantdata)	CSV (zonder klantdata)	REPORTING_CSV	REPORTING_CSV (geen klantdata)	REPORTING_CSV (zonder naam rekeninghouder)	CSV (clearing)	CSV (reconcilatie sheet per payout)
CSV	STATS_ID
CSV	TRANSACTION_DATE
CSV	TRANSACTION_TIME
CSV	ORDER_ID
CSV	ORDER_NUMBER
CSV	PAYMENT_SESSION_ID
CSV	CONSUMER_NAME
CSV	CUSTOMER_ID
CSV	EMAIL
CSV	DESCRIPTION
CSV	PAYMENT_OPTION
CSV	PAYMENT_OPTION_ID
CSV	TURNOVER
CSV	TURNOVER_EXTERNAL
CSV	TURNOVER_TOTAL
CSV	VAT
CSV	COSTS
CSV	CURRENCY
CSV	EXTRA_1
CSV	EXTRA_2
CSV	EXTRA_3
CSV	CLEARING_ID
CSV	CLEARING_FILE
CSV	SERVICE_NAME
CSV	SERVICE_ID
CSV	TURNOVER_GROUP_ID
CSV	TURNOVER_GROUP_NAME

28. Sync partners

Indien je gebruik maakt van software van één van de onderstaande partners om jouw boekhouding te beheren, kan je transactiegegevens met ze delen zodat jouw boekhouding automatisch wordt bijgewerkt.

Boekhoudpartners

28.1. xCore

Afletteren kan eenvoudig en snel met de Aflettermodule 2.0 van xCore voor Exact Online. De Aflettermodule haalt openstaande posten op uit Exact Online en matcht deze met betalingen die je via PAY. ontvangt.

Automatisch afletteren via de sync module

Een voorbeeld om xCore in te stellen

Maak je gebruik van het Pioneer pakket of hoger dan kan je transactiegegevens direct afletteren bij onze boekhoudpartner xCore.

Username: Maak via xCore een account aan.
Meer informatie: afletteren-exact-online-pay.
Bestandsopmaak: Vink het implementatiepakket aan, D4D 2.0 als Bestandsopmaak.
Grootboek: Wanneer de Aflettermodule is geïnstalleerd, wordt deze zichtbaar in het menu van xCore onder 'mijn apps'. In de module worden de uitbetalingsbestanden van PAY. automatisch opgehaald en afgeboekt uit de openstaande postenlijst van Exact Online:

Je ontvangt een betaling. De automatische aflettermodule haalt vervolgens de bijbehorende betalingsspecificatie(s) op bij PAY. Dit zie je terug het overzicht van de Aflettermodule.
De module zoekt naar openstaande posten in Exact Online en matcht deze met jouw ontvangen betalingen. Het matchen gebeurt op basis van kenmerken in het bestand die overeenkomen met de openstaande posten. Vaak is dit een factuur- of ordernummer of een boekstuknummer. Tegelijkertijd kijkt de module of de bedragen overeenkomen. Het is belangrijk dat de unieke referentie die de betaling meekrijgt terug te vinden is in de openstaande post in Exact Online.
In het overzicht zie je regels verschijnen die gematcht zijn en regels die gedeeltelijk of niet zijn gematcht. Bij een 100% match met jouw betaling maakt de aflettermodule automatisch een afletterboeking aan in Exact Online. Dit houdt in dat de openstaande posten worden afgeboekt in Exact Online waardoor deze uit de (sub)administratie verdwijnen.

De Aflettermodule neemt standaard de kosten van PAY. mee op regelniveau in de boeking. Wanneer er btw gerekend wordt over de kosten van PAY, kun je dit instellen in het tabblad ‘Exact Online’ van xCore. Wanneer je de juiste btw-code invoert in de instelling van de aflettermodule, zal de te vorderen btw meegenomen worden in de btw aangifte die je in Exact kunt doen.

Voorbeeld van een journaalpost van een boeking in de aflettermodule

Het resultaat van afgeboekte posten

Wanneer bovenstaande stappen zijn doorlopen, zijn de openstaande posten in Exact Online afgeboekt. In het aangemaakte dagboek wordt een financiële boeking gemaakt.

Het afboeken van de openstaande posten wordt door de aflettermodule gedaan. Het totaalbedrag wordt ook naar een tussenrekening geboekt.

De ontvangsten van PAY. die binnenkomen in het bankboek dien je zelf op de tussenrekening Afletteren (2080) te boeken. Wanneer alle posten gematcht kunnen worden, zal deze tussenrekening een saldo van € 0,- hebben.

28.2. e-Boekhouden.nl

Maak je gebruik van het Pioneer pakket of hoger dan kan je transactiegegevens direct afletteren bij onze boekhoudpartner e-Boekhouden.nl.

Automatisch afletteren via de sync module

Bestandsopmaak: Kies voor e-Boekhouden.nl, MT940 als Bestandsopmaak.
Beveiligingscode 2: Je vindt deze code in jouw e-Boekhouden.nl account. Kies voor de knop Beheer, daarna Instellingen en daarna voor de API/SOAP. Let op neem beveiligingscode 2.
Grootboek:Je dient het grootboek op te geven waaraan deze rekening is gekoppeld. Indien je nog geen grootboek hebt aangemaakt in e- Boekhouden.nl, ga je naar: Beheer, Grootboekrekeningen en daar kies je voor Toevoegen.

28.3. Yuki

Maak je gebruik van het Pioneer pakket of hoger dan kan je de transactiegegevens direct afletteren bij onze boekhoudpartner Yuki. Als je een nieuwe synchronisatietaak hebt aangemaakt, leidt ons systeem jou automatisch naar het Synchronisatie taak bewerken scherm. Vul hier alle verplichte velden in:

Automatisch afletteren via de sync module

E-mailadres: Het e-mailadres van je Yuki inbox binnen het boekhoudsysteem van Yuki.
Bestandsopmaak: Kies voor Yuki (met klantdata) als Bestandsopmaak.

29. PAY. app

The most popular components of the PAY. Admin panel have been included in a convenient APP. The APP gives you access to the online payment traffic of your payment platform at any time of the day and from any location.

You can also create a payment link and send it immediately, and you can view an overview of your daily, weekly and monthly turnover. In addition, we inform you via the APP of the latest news, updates and any maintenance events or disruptions.

29.1. Download

The PAY. APP is part of our service. You can use it irrespective of the package you subscribe to. Even when you test our services with the free Pioneer (XS) package.

You can find the PAY. APP with our useful functions in the Apple AppStore or in the Google Play Store. Click on the logo below or on your smartphone to find and install the App.

APP Login

You can log in on your personal PAY. account. If you use two-factor authentication, you need to authorise the telephone device after your first visit. For that purpose, go to your account page Admin Panel (click on your name in the top right-hand corner of the screen) and click on Accept for the mobile APP. From that moment on you can log in from this device.

29.3. Account

APP account

You are automatically taken to the Account screen when you log in, or when you click on the Account button. Your account contains an overview of your Account data. You can view this information, but you cannot change it. If your account information is incorrect, log in on our PAY. Admin panel to change your data.

1. Logging out

To log out, click on the Key icon. Your session expires automatically if you are inactive for one hour. In that case, you will have to log in again.

2. Account data

The Account details contain an overview of your e-mail address, your personal name, the name of your organisation, and your language. You can change the language by clicking on the Flag.

3. Account Manager

If you have a personal Account Manager, this person’s contact details can be found in this overview. If you do not have a personal Account Manager, you will see the general contact information for our Sales team.

4. Merchants (companies)

Listed under Merchants are all companies that are accessible for your Account. You can switch between connections by clicking on the company name. Click on the Switch button to open the other merchant connection.

5. Last log-in sessions

This overview contains your latest log-in attempts for the APP or PAY. Admin.

29.4. News

APP news

We closely monitor our payment flows and the evolution of online payments. Whenever there is an issue we will respond and inform you via our News channel in the PAY. APP and the Admin Panel.

1. News view

You can view News in the PAY. APP in 3 ways.

All
When you view "All", an overview is shown of all News, Blogs, Faults, and Maintenance. Faults and Maintenance are shown with a status.
Interesting
We closely monitor the evolution of online payments for you. As soon as we think there is an issue or we think we can help you increase your turnover, we will respond by means of a News item.
Faults
We monitor the progress of thousands of payments via our payment options by day and by night. When there is a disruption for a supplier or a payment option, or when network maintenance is carried out, we will inform you well in advance via the Faults screen.

2. Interesting news items

Sometimes it is important that a news item has your immediate attention. In that case the relevant message will be show in a larger size.

3. Status of a message

We present faults and network maintenance with a status. A red cross means that the fault exists at this time. An orange exclamation mark means that maintenance for our network is planned. A green check mark means that the fault has been resolved or that the maintenance has been completed.

29.5. Payment

App Transactions and Payment

1. Generate email payment link

The Email payment link lets you generate a payment link and send it to your customer via email. To do so, complete the required fields Amount , Description and Email address and click on Next. Finally, click YES to send the payment link to your customer via email.

2. Payment link via SMS

Before you can use this payment option, you must first activate the Free SMS option in the package options. This package option lets our system send out a text message to your customer’s mobile phone number. Click on the button labelled Payment link via SMS. Complete all required fields Amount , Sales Location, Description and the Mobile phone number and click on Next. Finally, click YES to generate and send the payment link via SMS.

3. QR code payment

Click on the QR Code payment button. To generate a QR code, complete the required fields Amount and Description). Click on Next and then on YES to generate the QR code.

4. Instore payment

If you have a PAY. YOMANI PIN terminal, you can use the PAY. app (or Cashboard) to initiate a debit card transaction. Click on the Instore Paymentbutton. Complete all required fields Amount, Sales Location, Description, Terminal and click on Next and then on YES to initiate a debit card transaction using the PIN terminal linked to the sales location you selected.

5. Outgoing IBAN payment

To generate an outgoing IBAN payment, you must of course have your customer’s IBAN number. For iDEAL payments, this information is available in the Transaction overview of the PAY. app. Once you complete the transaction, we will transfer the specified amount (via bank transfer) to your customer’s account. The money will be added to your customer’s account within a few working days (the exact period differs per bank).

Click on the button marked Outgoing IBAN payment. Complete all required fields Amount, Sales Location, Description, Recipient, IBAN and BIC, click on Next and then on YES to generate the Outgoing IBAN payment.

6. WhatsApp payment request

Besides the option to send a payment link via text message, you can also send a payment request to your customer via WhatsApp. To do so, click on the button marked Whatsapp payment request and complete the required fields Amount, Sales Location, Description). Click on Nextand select a WhatsApp contact. Click on Next and then on YES to submit the payment request via WhatsApp.

7. Redeem gift card or voucher

8. Creditcard payment

29.6. Transactions

App Transactions and Payment

18.5.1 Transaction overview

Clicking on the Transactions button takes you to the Transaction overview. This overview contains all transactions processed in your PAY. account (not only paid transactions).

1. Finding transactions

Each transaction consists of one or more unique references. For example the PAY. Order ID, the payment session ID, or the webshop order ID. You can also search by payment method (for example iDEAL) or by keywords.

If you have generated a QR code via Dynamic Payments, you can look up transactions by scanning the code. To do this, click on the QR icon to the right of the search bar. The Payment screen will then show the transaction status.

2. Overview type

You can view transactions in the PAY. APP in 3 overviews:

All
This tab contains an overview of all transactions, irrespective of whether they have been paid for, and irrespective of the transaction status. This overview can contain 4 statuses: Paid, Waiting for Payment, Verify, Expired, and Cancelled.
Suspicious
This tab only contains transactions regarded as Suspect by our Risk & Compliance team. The transaction status changes to Verify. If the status of a transaction is Verify, you have 72 hours to approve or reject the transaction. If you do not take action, the transaction status will change to cancelled.
Paid
This overview contains only paid transactions. This is convenient if you want to see who has paid, or if you want to make a refund. Click on the transaction to view specific transaction information or to make a refund.

3. The transaction

In each overview the transactions are shown in a list. Click on a transaction to view specific payment information, to change the payment method for a transaction, or to manually set a transaction to Paid.

Transaction paid and Verify transaction

18.5.2 Transaction to be paid (SUCCES)

1. Transaction information button

By default, the payment information is shown

2. Betaling (Transactie informatie)

If the transaction status is not Paid, you can look up specific transaction information in the Payment screen.

18.5.3 Paid transactions

1. Payment information

Once a transaction has been successfully completed, the payment information overview will list all data used to complete the transaction.

2. Full refund

If your customer has completely cancelled their webshop order, you can issue a full refund by clicking the Full refund button.

3. Partial refund

If your customer has cancelled part of their webshop order, you can issue a partial refund by clicking the Partial refund button.

Note: only iDEAL (IBAN) refunds can be deleted in certain cases. If you want to delete an iDEAL refund, contact our Support Desk.

18.5.4 Suspicious transactions

When a credit card transaction is generated, a risk analysis is automatically conducted based on a large number of factors. Unusual transactions are monitored in real time and verified by our Risk department. Based on these factors, it will be determined whether the transaction can proceed.

When our fraud prevention system marks a credit card transaction as having an “elevated risk,” the transaction is temporarily given the VERIFYstatus. Our team of specialists will then conduct an additional check and may contact the Merchant before approving PAID or rejecting CANCELthe payment. We may also decide that the responsibility of accepting/rejecting a possibly fraudulent transaction lies with you as the merchant.

1. Payment information

Once a credit card transaction has been successfully completed, the payment information overview will list all data used to initiate the credit card transaction.

2. and 3. Verify transaction Accept or Reject

If our fraud prevention system marks a transaction as being possibly fraudulent and our specialists decide that the responsibility of accepting or rejecting the transaction lies with you as the merchant, you can accept the transaction in the app with the button Accept. If you do not trust the transaction, you can reject it with the button 3 Reject.

Note: If our system marks your transaction as being possibly fraudulent, that does not necessarily mean it is actually a case of fraud. We advise you to determine the buyer’s identity. You can also find out whether the delivery address is real. If this information is correct, you can accept the transaction. However, if the buyer refuses to cooperate or if the delivery address does not exist, you should reject the transaction to avoid a possible chargeback.

29.7. Overview

App Dashboard

1. Today's turnover

This area shows the current turnover and the number of paid actions for today.

2. Yesterday's turnover

This area shows the current turnover and the number of paid actions for that day.

3. Indication (in %) of the turnover increase

The percentage indicates the expected (indicative) increase of your turnover in the next 30 days compared to the last 30 days.

This is calculated on the basis of many factors, including growth of your daily, weekly, and monthly turnover, but also the growth of the sector your sales location belongs to.

4. Turnover by week number

This area contains the week turnover by week number and the number of paid transactions in that week.

6. Average daily turnover

This widget shows the turnover for that day. You can change the period from "last 48 hours" to "35 days" or "13 weeks".

7. Current booking balance

This amount is the current booking balance. This balance is paid out to you in accordance with the Pay-out speed.

8. Last clearing

This is the amount paid out in the last Clearing. You can download the specification for this Clearing or the invoices processed in this pay-out from https://admin.pay.nl/balance.

9. Today's turnover

This is the amount to be paid out in the next Clearing. If you want to know the amounts this Clearing consists of, or on what date the pay-out will take place, you can go to https://admin.pay.nl/balance.

30. Dataretention

PAY. manages data of your company, customer data, and payment data. We need this data to be able to carry out our duties. As soon as we no longer need the data, the data will be archived or deleted.

Reasons to store data

Correct processing of payments.
Fulfilment of our obligations in the context of our permit (WFT).
The provisioning of services to, and communicating with, end users (paying individuals), merchants (our client / the receiving entrepreneur), and their employees.
Prevention of fraud, chargebacks, and other risks end users and merchants can be exposed to.
Providing insight into realised turnover and generating management reports for the merchant.
Error tracking and logging.

30.1. Service level agreement

Depending on your package, PAY. offers the possibility to use financial views and reports. In addition to commercial agreements, referred to as Service Level Agreement (SLA), PAY. also has a legal duty (in the context of our permit), and contractual obligations (with payment option providers) to store payment data.

It is possible to upgrade your package during your relationship with PAY., which may result in archived payment information becoming available again.

30.2. Order data

Order data is a group of data PAY. receives from your system, consisting of data about the purchase.

Invoice data (invoice number, invoice date, and delivery date)
Address data (invoice address, delivery address)
Customer data (name / company name, date of birth)

This information is sometimes forwarded to payment options for the purpose of creating an invoice (in case of payment afterwards or payment in instalments). This information can be used to determine the risk of fraud (e.g. delivery data, e-mail data, and invoice data). This information is used to block specific purchases (e.g. age blocking for alcohol or gaming). You can search for this data during a period of 13 months via Quick search in the Dashboard. This data is retained online for 13 months maximum (this is the period in which your customer can file an unjustified direct debit notice or perform a chargeback). There is no legal obligation to retain this data for a longer period. This data is not archived after this period.

30.3. Statistical Data

Statistics are data the entrepreneur can include and that is stored in the reporting tools of PAY. Based on this data an employee can perform searches and group specific transactions in convenient management reports.

Extra1
Extra2
Extra3
Tool
Info
Object

Storing of personal data in these fields is not allowed. If you include personal data in these fields and we receive a request in the context of the GDPR ‘right to be forgotten’, we will delete the full content of these fields. This data is retained online for 5 years. Depending on your contract, the entrepreneur can retrieve this data after 5 years maximum.

Statistical data is accessible in accordance with the SLA:

Pioneer: 12 months
Professional: 24 months
Business: 36 months
Corporate: 60 months

30.4. Transaction data

Transaction data contains information on payment(s) for the company’s order.

Data for the payer.

Account holder
Account number, credit card number, telephone number, PayPal e-mail address, account ID (for Alipay and WeChat Pay) or gift card number
BIC / Swift gegevens.

Data for recipient

Company name
Trade name
Clearing account (payment forwarding)

Reason for payment

Merchant transaction ID
Merchant transaction description
Name of the sales location
Category
Description of the sales location (for which the payment is made)

Transaction data is accessible in accordance with the SLA:

Pioneer: 12 months
Professional: 24 months
Business: 36 months
Corporate: 60 months

Financial institutions must retain this data for 7 years (this is done off-line).

30.5. Clearing orders

At the end of a turnover period, PAY. creates a clearing order, in which the received amounts are transferred to your bank account. Depending on your SLA, you can retrieve the data for transactions included in the clearing order. The clearing order can be retrieved for up to 5 years.

Clearing orders are accessible in accordance with the SLA:

Pioneer: 9 months
Professional: 21 months
Business: 40 months
Corporate: 46 months

30.6. Invoices

Invoices are billed weekly or monthly (depending on billing frequency).

Invoices are insightful:

Pioneer: 9 months
Professional: 12 months
Business: 15 months
Corporate: 18 months

30.7. Company & userdata

When you use PAY. ‘s services, we collect certain user data of yours. Depending on your position within your organisation, we will ask for proof of ID. In certain cases, we will ask for additional information on top of that. Lastly, we may also consult external sources to find out more.

Your employees’ personal data

Your employees can ask us to delete their personal information. When they do so, we will delete all personal data we have on them. This means it will no longer be possible for you to use their name to determine who performed a specific action on a specific date. This information is replaced by the AL code. These codes are listed in your Admin Panel for the users in question.

Personal data of UBOs, authorised signatories or representatives

If you hold a special position within your organisation, we are legally obligated to store your personal data for a period of seven years.

30.8. Supplier communication

The processing of payments involves much communication via the payment options. This data is logged by PAY. for monitoring the quality and availability of the services of these parties. Examples of this log are:

Credit card authorisation and capture request
PIN transaction request to a terminal
Login, balance request, and topping up a gift card
Credit check and starting a pay later order
Communication between a bank and PAY. in the case of an iDEAL payment

The above data is available for a period of 1 month after the payment. So, you can query a payment until 1 month after its processing. Such a query is only possible by a second-line support employee (from the Business package).

30.9. Exchange communication

PAY. forwards payment statuses to external systems. This can be your webshop, your checkout, or your accounting program. This is called an exchange.

This information is kept for 1 month for error detection.

31. Merchant Finance

PAY. biedt merchants per 1 september 2021 in samenwerking met Youlend de optie tot een zakelijke financiering aan. Financieringsbedragen zijn mogelijk tussen 1.000 EUR en 1.000.000 EUR met een looptijd van 18 maanden. De hoogte van de financiering wordt bepaald door de online en/of kaartterminal verkoopgeschiedenis alsmede het risicoprofiel van uw merchant account.

Rente en terugbetaling

De rente van de financiering wordt bepaald door Youlend. Er geldt een flexibele terugbetaling als percentage van uw omzet binnen PAY waarbij een kosteloze eerdere aflossing mogelijk is. De terugbetaling geschiedt dus via de omzet die bij PAY. binnenkomt.

Financiering aanvragen

Benieuwd naar de mogelijkheden? U kunt een verzoek tot financiering hier aanvragen. In tegenstelling tot een bank, waar het aanvragen van financiering veel tijd in beslag neemt, is de aanvraag bij PAY. zo gedaan. U ontvangt binnen 24 uur een finaal offer.

Support

Heeft u vragen over deze zakelijke financiering dan kunt u telefonisch contact opnemen via het telefoonnummer +31 8520 80525

32. Releases

Hieronder zie je een overzicht van alle toekomstige releases. Deze vindt je ook op https://status.pay.nl. Houdt de actualiteit van deze releases goed in de gaten, door je te abonneren op onze status notificaties. Ga hiervoor naar onze status pagina en klik op Subsribe to updates.

Alle releases kunnen impact hebben op jouw online dienstverlening.

Release planning 2021

Maand	Onderwerp		Datum	Voltooid
Oktober	Bancontact:	Parameter customerID wijzigt van PAN naar IBAN	1-10-2021
November	TLS 1.0 en TLS 1.1	End of Live	1-11-2021

Toelichting per release

Release:

Parameter customerID wijzigt van PAN naar IBAN

Datum

Toelichting:

Vanaf 1 oktober veranderen we het customerID van Bancontact van PAN naar IBAN. Dit betekent dat je bij het klantkenmerk geen afgeschermd kaartnummer meer ziet, maar het volledige IBAN bankrekeningnummer. Het is na deze wijziging ook mogelijk om Bancontact transacties op te zoeken op basis van het IBAN rekeningnummer.

Huidige settings:

Standaard: PAN
Op aanvraag: IBAN

Settings na 1 oktober 2021:

Standaard: IBAN
Op aanvraag: PAN

Affected data fields:

customerID (orgineel kaartnummer, geannonimiseerd met masking (****)
customerKEY (getokeniseerde waarde van het orginele kaartnummer)

1-10-2021

Release:	TLS 1.0 en TLS 1.1 End of Live	Datum
Toelichting:	Vanaf 1 november worden de internetprotocollen TLS 1.0 en TLS 1.1 niet meer door PAY. ondersteund. Zorg ervoor dat deze protocollen ruim voor deze datum geupdatet en getest zijn om downtime van je webshop of integratie te voorkomen.	1-11-2021

33.

33.1. In-store transactions

Overview of debit card transactions

Debit card receipt of a transaction

On your Admin Panel, the “Transactions” tab includes a header marked “InStore.” It includes an overview of all your debit card transactions and their respective status. It also includes each transaction’s receipt.

The overview may contain the following statuses:

Status	Description
	Debit card transaction successfully completed.
	Payment initiated but not completed (cancelled or expired).
	Payment not initiated, no connection available.

33.2. MPOS.nl (easyPIN)

With MPOS.nl you can initiate PIN transactions via ATMs that are provided or installed by PAY without having to use a cash register system. You open the responsive screen on a computer at your counter or on your smartphone. You need an internet connection if you want the device to work. With the help of the article below we will explain all about the functionalities of the Start PIN screen and what each field, that is shown on the screen, means.

nr.	Label	Meaning
1.	Language	This functionality changes the language of the Start PIN screen. Te available languages are currently Dutch and English.
2.	Show all fields	You can use the API token, Service-ID and Terminal-ID if you disable this feature.
3.	Amount	The transaction amount.
4.	Secure settings	With this functionality you can store all the settings below. This way you do not have to enter everything all over again for the next PIN transaction. If you want to start a transaction on a different terminal, select a different Terminal-ID from the dropdown options.
5.	Description	A description is shown on the consumer's statement and in your PAY. transaction overview.
6.	Order number	To correctly reconcile PIN transactions in your bookkeeping, you can give each transaction an order number. This is the order number of, for example, the invoice or the order in your cash register system.
7.	API token	A key/token that contains 32 to 64 characters that enables you to start a PIN transaction. Please click here to read more about API tokens .
8.	Service-ID	This ID belongs to your Sales location. A service-ID of a transaction is linked to the bbh Sales location. You will read more about the Service-ID here.
9.	Terminal-ID	You can select more PIN terminals in the PAY. terminal overview with the help of the dropdown menu.
10.	Start	With the start functionality you can easily start a transaction on your PIN terminal.

33.3. Terminal issues

In de onderstaande documenten geven wij Eerste Hulp Bij Terminals (EHBT): Dit geldt voor de PAX A77, PAX A920, Valina en de Yomani.

Taal	Document
	Eerste Hulp Bij Terminals Pay. PAX A77
	Eerste Hulp Bij Terminals Pay. PAX A920
	Eerste Hulp Bij Terminals Pay. Valina
	Pay. link Yomani terminal