Overview

A Payment Gateway is an e-commerce application service provider that authorizes credit card payments for e-businesses. CRM.COM is integrated with multiple payment gateways from which you can choose to handle your customer's online payments. In particular the following payment gateways are available:

Stripe
Paypal
Braintree - PayPal
Payeezy

In addition to payment and subject to Payment Gateway integration, CRM.COM also supports refunds and payment cancellations on top of payments.

Payment Gateways at a Glance

As already mentioned CRM.COM is integrated with multiple payment gateways and you can choose the one that you already have an account with. To use any payment gateway you are required to have an account registered with the payment gateway (which serves as the company's account).

With regard to CRM.COM, every customer has its accounts receivable through which the customer credit cards (used in the payment gateway) can be registered. A payment gateway customer account is automatically created by the system to link CRM.COM accounts receivable to the payment gateway and the cards registered in CRM.COM. (Only a part of the card information is kept in CRM.COM, for security purposes)

Given that the Payment Gateway Provider is set up, when performing a payment in CRM.COM using one of the registered cards, a request is sent to the payment gateway to deduct money from the customer payment gateway account. If there are enough funds in the payment gateway customer account the money is deducted and a response is sent to CRM.COM to update the customer's account accordingly else the payment gateway rejects the payment and informs CRM.COM accordingly.

Setting Up Payment Gateways and Core Processes

Finance / Payment Gateways / Payment Gateway Providers

In order to start using payment gateways you must enable and configure the payment gateway provider associated to the payment gateway(s) you will be working with.

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The payment gateway provider implements the provisioning protocol used by the third-party payment gateway based on the generic provisioning information received from CRM.COM provisioning layer. The Payment Gateway provider is responsible for sending the actual requests to the payment system as well as receive the response.

For each provider you select to use you will need to set up and activate. The information required to connect to the provider such as the URL, username, passwords etc. must be provided in the Authorisation Settings.

As you can have multiple providers enabled for each provider you must specify the Payment Method(s) that when used, a request will be sent to the payment gateway for a payment from the customer's payment gateway account. The same stands for refunds; that is, for each provider you must specify the Refund Method(s) that when used will send a request for a refund to the customer's payment gateway account.

In case that a payment made from a customer for some reason has been cancelled (i.e. returned a faulty product) in CRM.COM then the payment must also be cancelled and money returned to the customer's payment gateway account. Through the payment gateway account, you can select the Payment Cancellation Type that when used will trigger a request to the payment gateway to return the money to the customer payment gateway account.

A Payment Preference is actually what links the CRM.COM accounts receivable to the payment gateway. Payment preference is used to define the preferred method of paying any outstanding amount. It is through the Payment Preferences registered on the CRM.COM customer account that the cards can be registered.
Each payment preference configured in the system can only be associated to one Payment Gateway Provider. When a CRM.COM customer account is registered, one or more payment preferences must also enabled on the account. In this way, when a payment preference associated to a payment gateway is enabled on the CRM.COM customer account, then instantly that CRM.COM account is associated to the payment gateway through an automatically created payment gateway customer account. Every time a new payment preference is set up in the system and associated to a payment gateway, it is automatically added to the Payment Gateway provider configuration.

Some payment gateways only support specific Currencies; if this is the case then when setting up the provider you must specify the currencies which can be supported.

Recommended additional setup

In addition to the Payment Gateways specific settings the following must be configured for the Payment Gateways to operate at its full capacity.

Create the types of payment cancellation that will trigger payment gateway cancellation requests when used in transactions.
Create the payment methods that will trigger payment gateway payment requests when used in transactions.
Create the refund methods that will trigger payment gateway refund requests when used in transactions.
Create the payment preference that is associated with the payment gateway. The preference should be set on the customer's accounts receivable together with additional information, such as online account credentials.
Define the currencies that will be supported by payment gateway.

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Using Payment Gateways

Once the payment gateway(s) is/are set up your customers can begin making payments using their online accounts.

Registering a card

A payment gateway card is used to manage the online payments through the payment gateway. For security purposes, only a part of the information (which is required to register the card with the payment gateway) is kept in CRM.COM, while the rest is kept by the payment gateway.

Cards are registered on payment preferences defined on the customer's Accounts Receivable. Each Payment Preference is linked with a payment gateway, therefore by registering a card through a payment preference you are linking both the accounts receivable and the card to a specific payment gateway.

Navigate to Accounts Receivable
Enter EDIT mode and go to the payment preferences section
Select a payment preferences that is based on a payment classification associated with the gateway to which you would like to register the card.
Fill out the card information and 'VERIFY' using the respective button
Check whether to 'Use For Recurring Payments', and whether the registered billing address should be used.
1. To add more cards click on the 'View Customer cards' link and fill out the card information.
2. Select the card that should be used as default.

Preconditions	The company must have an active account with the payment gateway The payment gateway payment method is configured in the system and included in the payment gateway provider.
Postconditions	The card information provided must be correct; it is checked by the payment gateway Only one card per Accounts Receivable can be used for recurring payments Each card can be related to only one accounts receivable payment preference, but each preference can be related to multiple cards.

Recurring payments can be used to automatically settle bills or to top-up the wallet of an account when funds are running low.

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Making payments

Once a customer account is associated to a payment gateway and given that the payment gateway account has enough funds then payment can be done through the gateway. There are 2 ways that it can be used. Make on-time payments where the customer chooses to pay for a purchase made (one-time), or use the card for recurring payments. For example, use the card to pay for a monthly subscription.

Making one-time payments

Using the card to make one-time payments, is as simple as making any kind of payment, where the card with which the customer wishes to pay is selected and the payment completed.

Making recurring payments

If customer's wish to use the registered cards to pay for subscriptions which are billed on a recurring basis, without the need to provide consent then whilst registering the card it is imperative that the card is marked to be used for recurring payments. As long as this is enabled , every time money is needed to cover for a recurring customer's invoice, money will be directly deducted from their card.

Not supported by PayPal.

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Returning money for cancelled payments

If a payment already processed by the payment gateway and paid from the customer's account to your company's account has been cancelled , then money must be returned to the customer's payment gateway account. To succeed this, the it is required that you configure specific payment cancellations type, that when used a request is sent to the payment gateway and money is returned to the customer account.

The payment cancellation type is set up on the Payment Gateway Provider

Not supported by PayPal.

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Refunding customers

Refunds can be made to customer's payment gateway accounts subject to payment gateway integration.

If refunds are supported, then every time a refund transaction takes place in CRM.COM the customer's payment gateway account is also refunded (money added to). Refund requests are triggered by CRM.COM if the refund method defined at the payment gateway provider is the one used for the refund method used on the customer's account.

Only PayPal supports refunding a customer.

Managing Payment Gateway Requests

A Payment Gateway Request is used to log the requests that are sent to payment gateways for submitting a payment, payment cancellation or refund. They are usually automatically created by the system upon a specific event. These events are

Posting Payment
Posting Payment Cancellation
Posting Refund

Other actions that can trigger such events are

Posting a Payment before Bill (Normal Billing)
Automatic Recurring Payments Process
Voiding Wallet Transactions that result into Cancelling Related Payments

Once the requests are created they are sent to the payment gateway which will process accordingly and then will send back a response, either accepting or rejecting the transaction.

It's possible to monitor these requests through the respective screen (for each provider)

It is important to note that requests can have one of four life cycle states:

Pending,
Under Processing,
Posted or
Rejected

Pending and Under Processing requests are the ones that have not yet been processed by the payment gateway. Once processed they are updated to either posted or rejected.

Handling generic gateway requests

If you choose a payment gateway which is not already integrated to CRM.COM you should enable and configure generic payment gateway. Generic Payment Gateway Providers only support the partial handling of online transactions. They create payment requests that can be further processed by CRM.COM WEB APIs. The APIs extract the requests and update them once the payments are handled by the gateway.

Through WEB APIs the life cycle state of a request can be updated to one of the following states:

Under Processing
Posted
Rejected

Refer to Integrating Payment Systems for comprehensive instructions on how to integrate CRM.COM with a payment gateway system using WEB API.

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Additional Processes and Automations for Payment Gateways

Instant discount refunds (back-end reduction)

Rewards participants can earn awards from a purchase and use them for an instant discount, usually applied at the point of sale (POS) as a front-end reduction.

Back-end reduction can be offered through a payment gateway, where the customer pays the regular price at the POS and is refunded the discount amount by CRM.COM (through the gateway). Funds are returned to the customer's bank or online account (e.g., PayPal). In order to apply this option, a refund method that will trigger the refund in the gateway provider must be selected and the back-end reduction settings of the merchant must be configured.

Refer to multi-merchant reward platform for set up instructions and for more information on back-end reduction.

Communicating payment gateway requests and cards

Payment gateway request and card information can be communicated to customers through the Communications' page by adding them to the Referring To entities. You can use tags related to the requests and cards (text that is automatically replaced by values specific to selected records) when creating the communications. Tags are available for selection by typing '#'.
Refer to the Communications manual for a complete list of the tags.

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Business Flows

Refunding through PayPal

Scenario

Aluxsat Co. wants to return money awarded from auto-spends (instant discounts obtained by using an award earned from the actual purchase) into the customer's PayPal account, following a purchase that was paid in full at the point of sale (back-end reduction).

Solution

Configuration

Configure the refund method that will be used for back-end reductions through PayPal.
Configure the PayPal provider and select the allowed refund method that will be logged by back-end reduction.
Configure PayPal payment run definitions that will refund PayPal accounts of rewards participants. Schedule execution on an hourly basis.
Enable the back-end reduction method and define the refund type and method that will be used to refund PayPal accounts of rewards participants.
Configure an accounts receivable payment preference and associate it with PayPal gateway.

User Process

Accounts Receivable:
- When the user registers an accounts receivable with PayPal, select the PayPal payment preference and provide the customer's email address as an identifier.

Making Payments using Stripe

Scenario

An Aluxsat Co. customer wants to start using their credit card for making payments.

Solution

Configuration

Configure an accounts receivable payment preference using a Stripe payment gateway type for customers who want to handle their payments through credit cards.
Create a Stripe payment method
Configure a Stripe payment gateway provider
- Set Stripe as the payment method so that a Stripe request is triggered whenever a payment using the Stripe method is created in the system.

User Process

Agent locates customer account.
Stripe is selected under payment preferences and the required fields for registering the card are made available.
1. Clicks on 'Verify' so that the card is validated by the Stripe system and accepted or rejected accordingly
Agent registers a Stripe card on behalf of the customer, creating a Stripe account for the customer in the process.
1. Agent enables 'Use for Recurring Payments' to also make automatic payments when needed

Glossary

CRM.COM Term	Definition
Accounts Receivable	A ledger of the financial transactions carried out between a company and its customers, such as invoices and payments. The accounts receivable keeps a running balance of debits and credits and displays the amount a company is owed in exchange for goods supplied and services rendered.
Payment Preference	Used to define the preferred method of paying any outstanding amount.
Rewards Participant	A customer who can be awarded offers provided through the rewards program.
Rewards Participating Merchant	A merchant that collaborate with the rewards platform.
Back-end reduction	Awarded money returned to the customer's account as a discount, following a purchase that was paid in full at the point of sale.
Subscription	A selection of customer services billed on a recurring, usage or one-time basis.

FYI

Payments and Payment Cancellations are not supported by PayPal
Refunds are only supported by PayPal
In order to send refund requests ti PayPal you must setup and execute Paypal Payment Gateway Requests Run available under PayPal menu.
Generic Payment gateway is used in case you choose to work with a Payment Gateway not already integrated to CRM.COM. Generic Payment Gateway Provider supports partial handling of transactions.

FAQ

Can I use PayPal as my main payment gateway?

PayPal integration only supports refunding of customer accounts. If you wish to conduct payments then it is better to use one of the other payment gateways

Can I enable more than one payment gateways?

It is possible to enable as many payment gateways as you wish however for each payment gateway there must be one distinct payment preference associated to the gateway. Each customer account can be associated to multiple payment gateway accounts through the distinct payment preference

I would like to use Payeezy but I cannot find it in the list of available Payment Gateways to configure and enable

Payeezy works as a plugin. If you would like to work with Payeezy then talk to one of our consultants to make available for you.

Useful Links

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