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Frequently Asked Questions
  1. 1
    How do I begin accepting payments?

    You will need a bank merchant facility from Commonwealth Bank, Westpac, ANZ, NAB or UOB Vietnam. To add your bank merchant facility, log into the MySuite Portal and go to Payment Options.

  2. 2
    What is PCI DSS?

    The Payment Card Industry Data Security Standards govern the credit card security standards for all entities that handle card data. The PCI Security Standards Council website contains more information. https://www.pcisecuritystandards.org/index.php

  3. 3
    Is MerchantSuite PCI DSS compliant?

    Yes, MerchantSuite is Level 1 PCI DSS compliant.

  4. 4
    How will I know what settlement I should expect?

    A settlement report is available from the MySuite Portal the next morning. The total amount reported is the amount that will be settled to your settlement account.

  5. 5
    When will I receive settlements?

    Settlement is performed by your bank and/or your Charge Card Company. MerchantSuite does not delay settlement.

  6. 6
    What is a CVN?

    CVN stands for card verification number. On a Mastercard, Visa or Diners card, the CVN is the 3 digits found on the back of the card. For American Express cards, the CVN is the 4 digits found on the front of the card.

  7. 7
    Does Payment Terminal support CVN?

    Yes, Payment Terminal supports CVN. Validating the CVN is recommended to reduce the number of fraudulent transactions. Other industry terms for CVN are CVC, CVC2.

  8. 8
    Can I email receipts with Payment Terminal?

    Yes, simply enable Payment Terminal receipt emails in Messaging and enter the email address as part of your Payment Terminal processing.

  9. 9
    How long does it take to process a transaction with Payment Terminal?

    Transactions typically take 2-5 seconds to process. Speeds may vary depending on your internet connection.

  10. 10
    How will I know what settlement I should expect?

    A settlement report is available from the MySuite Portal the next morning. The total amount reported is the amount that will be settled to your settlement account.

  11. 11
    When will I receive settlements?

    Settlement is performed by your bank and/or your Charge Card Company. MerchantSuite does not delay settlement.

  12. 12
    How do I refund transactions?

    The MySuite Portal provides the ability to search for the original payment and refund it. As the refund is matched to the original payment, you do not need the full card details to perform the refund.

  13. 13
    Can I make a partial refund?

    Yes, partial refunds are supported.

  14. 14
    Does the MerchantSuite Payment Page support CVN?

    Yes, CVN is a required field for when a card holder makes a payment on the MerchantSuite Payment Page.

  15. 15
    Can I email receipts with the MerchantSuite Payment Page?

    Yes, simply enable Payment Page receipt emails in Messaging and if your customer enters their email address, the receipt will be emailed to them.

  16. 16
    How long does it take to process a transaction on the MerchantSuite Payment Page?

    Transactions typically take 2-5 seconds to process. Speeds may vary depending on your internet connection.

  17. 17
    How will I know if a customer has made a payment?

    All transactions process through your MerchantSuite service will be immediately visible in the MySuite Portal. Simply login and navigate to Search Payments to view and search for your transactions.

  18. 18
    Can I email receipts with Batch Files?

    Yes, simply enable Batch File receipt emails in Messaging and a payment receipt will be emailed to your customer if you include the email address within the batch file.

  19. 19
    What are activities?

    An activity is a payment processed using your MerchantSuite products. All of our plans include free activities.

  20. 20
    When will an extra activity fee be charged?

    Extra activity fees are only applied when you have used up all of your free activities and process more e.g. your business is on the Bronze plan and uses the Secure Batch Drive to process 50 payments from your regular customers; your team also uses Invoices to receive a further 80 payments throughout the year, bringing you to a total of 130 activities. You will only be charged the extra activity fee for the last 30 payments, since the Bronze plan includes 100 free activities. Our plans all include free activities.