FAQ

Merchant Back Office
- How do I sign in to my Merchant Back Office for the first time?
  - I have specified a cell phone number in my account
  - I have not specified a cell phone number in my account
- How do I reset my password?
  - I have specified a cell phone number in my account
  - I have not specified a cell phone number in my account
- Where do I find my security code?
- How to switch my shop to PRODUCTION mode?
- How can I divide payments between 2 contracts (MIDs)?
- Are you changing banks and would like your card payments to be credited to your new account?
- When and how to refunding or canceling a transaction?
- Your refund is rejected and you want to know why?
- How to analyze a refused payment?
  - Refusal related to risk assessment?
  - Analyze an authentication refusal?
  - Refusal related to the authorization request ?
- How to recover a lost sale after a declined payment?
- What to do when a transaction expires?
- How is the date and time of payment calculated in the Back Office?
3D Secure
- What is 3D Secure?
- How does 3D Secure work?
- 3D Secure v2: is the authentication systematic in the customer journey?
- 3D Secure v2: are all payment transactions concerned?
- 3D Secure v2 allows an exemption from strong authentication for my customers, how can I benefit from it?
- What are the advantages and opportunities of 3D Secure v2?
- How does 3D Secure v2 work until its full deployment?
- How can I check the version of 3D Secure enabled for my MID?
- How to activate 3D Secure for my MID?
- What can I do to make my merchant website compatible with 3D Secure v2?
- 3D Secure v2: how to increase the frictionless rate?
  - You are using the Hosted Payment Page (form with redirect)
  - You are using REST Web Services or the JavaScript client (embedded form)
Payment modules
- Dolibarr 11.x-12.x
  - How to make a payment via Dolibarr?
- Ecwid
  - Is the Ecwid solution free?
  - Is it necessary to have a Wix catalog?
  - How to add Ecwid to a Wix website?
- GiveWP 2.x
  - What is the buyer’s journey during a payment?
- Magento 1.4-1.9
  - How to quickly find the CMS and module versions?
  - How to make a payment via the Magento backend?
  - How to perform a total/partial refund in Magento?
  - How to use the risk assessment?
  - How to use the advanced risk assessment for manual validation?
  - How can I raise an alert with the advanced risk assessment?
  - How to add another payment method?
- Magento 2.x
  - How to quickly find the CMS and module versions?
  - How to make a payment via the Magento Back Office?
  - How to perform total or partial refund from the Magento backend?
  - What should I do in case of a "current customer does not have an active cart" error?
  - How to add another payment method?
- OpenMage 19-20
  - How to quickly find the CMS and module versions?
  - How to create a payment via the OpenMage Back Office?
  - How to make a full or partial refund via OpenMage?
  - How to validate a payment via OpenMage?
  - How to use the risk assessment?
  - How to use the advanced risk assessment for manual validation?
  - How to add another payment method?
- Prestashop 1.5-8.x
  - How to quickly find the CMS and module versions?
  - Why do some orders not appear in PrestaShop?
  - How to create a payment via the PrestaShop Back Office?
  - How to manage the PrestaShop order ID?
  - How to perform a refund from the PrestaShop Back Office?
  - How do I add the PayZen payment method logo to PrestaShop 1.7?
  - How to edit the logo of the PayZen payment method?
  - Why does PrestaShop display that the module is not verified during installation?
  - Why is the payment method not clickable by the buyer?
  - How to resolve my issue with embedded fields in Prestashop 1.6?
  - How can I change the order in which the payment methods are displayed to the buyer?
  - Why does not PayZen appear among the payment methods?
  - How do I customize the payment method title that is displayed to the buyer?
  - Why do some orders appear with a few cent difference?
  - What does the 22 - CUST_COUNTRY error mean?
  - How do I manage delivery to Corsica and overseas France?
  - How do I configure the module in multi-shop mode?
  - Why are there some invalid fields in the billing address?
  - How do I display 500 errors in PrestaShop?
  - How to create a support ticket via a Prestashop order?
  - How to add another payment method?
- Wix
  - How do I manage the Wix order ID?
- WooCommerce 2.x-5.x
  - How to quickly find the CMS and module versions?
  - How to create a support ticket via a WooCommerce order?
  - How to cancel an ongoing subscription via WooCommerce Subscription?
  - How to edit the logo of the PayZen payment method?
  - How to add another payment method?
  - What is the buyer’s journey during a payment?
  - How to perform a refund from the WooCommerce Back Office?
  - How to create a payment via the WooCommerce Back Office?
Notifications
- Different types of notifications
  - Instant Payment Notification URL call
  - E-mail sent to the merchant
  - E-mail sent to the buyer
  - SMS sent to the merchant
  - SMS sent to the buyer
  - WhatsApp message sent to the merchant
- You would like to create a custom notification rule?
- You would like to receive an e-mail in the event of a malfunction?
- Which e-mail address for which type of notification?
SFTP server
- Connecting to the SFTP server
- How do I reset my password?
- Reports
  - Processing directory
  - Frequency of processing and availability
  - Filename examples
- Payment by token files
  - Processing directories
  - Frequency of processing and availability
  - Filename examples
- Expiring card files
  - Processing directories
  - Frequency of processing and availability
  - Filename examples
- FPS (File Payment Service) files
  - Processing directories
  - Frequency of processing and availability
  - Filename examples
- File retention period
Payment methods
- Titre-Restaurant
  - How does an electronic meal voucher card work?
  - How to transmit the amount of eligible products payable by electronic meal vouchers?
Lyra SMS
- What is it?
- How to create a Lyra SMS account?
- How to create a Lyra SMS account for use with the payment gateway?
- How are SMS messages handled?
Others
- What are the solutions for accepting payments in foreign currencies?
- I switched my site to HTTPS, what should I do in PayZen?
- I am changing my web hosting provider, what should I do in PayZen?
- I want to download the PCI DSS certificate
- How to configure Google Analytics?
- Is your question not mentioned in this FAQ?

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