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User Guides

Converge Back Office

The back office training user guide to managing all of your payments easily and securely in one place through the hosted payment solution.

  • To access the Converge back office:

    • Go to the login URL: https://portal.eu.convergepay.com/
    • You will be presented with the login box:
    • Enter the email address that you used to register for your account
    • Enter your password and click ‘SIGN IN’ (Please note this is case sensitive)
    Logging into the Back Office
    Logging into the Back Office
     
    • You will receive:
    • And on clicking the RESET PASSWORD button, you will be prompted to enter your new password as per the guidelines:
    • Once you have reset the password the following confirmation email will be received:
  •  
    • When you enter the back office, the Payments screen is displayed:
     
    • This is your ‘home’ screen, but you can use the menu on the left-hand side to select other functions according to your level of access.
    • Your most recent transactions are displayed in a list format, clearly showing:

    -          The date and time of the transaction

    -          The status of the transaction

    -          The payment type and last four digits of the card

    -          The shopper name

    -          The order number (if provided)

    -          The amount and currency of the transaction

    •  
      • Click the FILTERS button in the TRANSACTIONS screen to narrow down your list of transactions according to one or more criteria.  You can filter by:
        • Transaction Status (settled, voided, captured, expired, authorised, held for review, declined, delayed)
        • Transaction Type (sales or refunds)
        • Payment Method (configured payment types)
        • Source (virtual terminal, hosted payment, direct api call, recurring, pay-by-link)
    • You can use a free text search criteria to search for one or more transactions using the search option in the TRANSACTIONS screen – for example, entering the last four digits of a card number will return all transactions with that card number:

    •  
      • Click on a transaction in the Transactions list to display additional details:
    • You can cancel (or void) a transaction if is in an ‘Authorised’ or ‘Captured for Settlement’ status, but hasn’t yet been settled. To cancel a transaction:

      • Click on the transaction that you wish to cancel in the Transactions list to display the transaction details
      • Click the ‘VOID’ button:
       
      • Confirm that you wish to cancel the transaction by clicking the ‘VOID’ button again:

       

       
      • Note that the status in the Transactions list changes to Voided:

       

    • You can refund a transaction if it is in a ‘Settled’ status.  To refund a transaction:

      • Click on the settled transaction that you wish to refund in the Transactions list to display the transaction details
      • Click the ‘ISSUE REFUND’ button:
       
      • Click ‘PROCESS REFUND’ to refund the full value of the transaction, or else first click into the ‘Amount’ box to modify the amount if you wish to make a partial refund - note that you may also check the box to email a refund receipt to the customer:

       

       
      • Note the refund flag appears next to the status in the Transactions list and that the refund has been captured for settlement:

       

    • It is easy to download transaction data to a .csv file, which you can then import into your reporting tool or spreadsheet in order to perform reconciliation or further analysis.

      • Click the 3 vertical dots next to the ‘ADD FILTER’ button to download the Transactions list (or a subset of transactions if you have already filtered the list):
       

      Please note that the maximum number of transactions that you can download is 1000 – if you do not apply a filter, the download will contain your 1000 most recent transactions

      • Click ‘CONTINUE’ to perform the download:
       
      • Open the .csv file (which contains useful additional fields) in your preferred reporting tool:

       

    • Click the ‘Settlements’ tab to display a Settlements list (daily batches of settled transactions):
     
    • Click on an individual settlement in the list to display the content of the batch:
     
    • You may then interrogate the individual transactions in the batch, filter the transaction list, and download it for reporting as previously detailed in the Managing Payments section.

     

  •  

    You can process MOTO (Mail Order/Telephone Order) transactions directly in the back office using the Virtual Terminal.  All MOTO transactions will appear in the Transactions list and can be managed in the same way as your ecommerce transactions.

      • Click the ‘NEW TRANSACTION’ button in the top right hand corner of the ‘Transactions’ screen to display the new transaction window:
       
      • Enter the transaction details into the fields:
        • Amount:  enter the payment amount you wish to process
        • Currency:  select the currency from the drop down list
        • Action:  select the action from the drop down list:
        • Capture for Settlement:  use this option if you want to authorise the transaction and also send it to the acquiring platform for settlement in the next batch
        • Authorise:  use this option if you wish to only authorise the transaction and not send it for settlement – the transaction would need to be manually settled before the authorisation expires (typically 7 to 10 days after authorisation)
        • Order number: a transaction order number (not mandatory)
        • Payment details: card number, expiry date and security code
        • Customer details:  customer name and email address
        • Email receipt: check the box to send a receipt to the customer’s email address
        • More Options:  customer billing and shipping address

       

      • Click ‘Pay with Card’
      • The details entered are copied into the summary screen on the right hand side to enable you to quickly and easily review with the customer on the telephone prior to processing the transaction
      • Click ‘PROCESS TRANSACTION’ to confirm:
      • You will then see confirmation of the transaction result (either Success or Declined):
       

       

      Note that the transaction can be declined by the gateway e.g. blocked by a fraud rule, or declined by the issuer e.g. incorrect expiry date

      • Click ‘DONE’ to return to the Transactions list, where you will see the new transaction at the top

       

    •  

       

      You can use the Verify Card option in the virtual terminal to confirm the validity of the payment method by checking card number, expiry date, security code and AVS data. The result of the authorisation request is returned in real-time, either confirming a successful transaction i.e. the card details are valid, or declining the authorisation. Please note there is no check on available funds or the credit limit of the card so it does not validate that funds are present or guarantee any future payments.

       

       

      • If the card is valid, you will see:

       

       

       

      • Otherwise you will see:

       

    •  
      • If you have enabled DCC, enter the transaction details into the fields as above
      • When the card number is entered, the confirmation appears, this card is a DCC-enabled for processing in United Arab Emirates Dirham (AED).  This will confirm the currency available on the card (linked to where the card is issued).

       

       

       

      • The agent must ask the shopper which payment currency they wish to use to complete the payment.
      • Click Process in AED (this may show as a different currency in your particular case).

       

       

       

      • Read the statement to your shopper, before clicking ‘Process Transaction’

       

    •  

       

      • If you wish to auto-generate a unique order number, simply click ‘Generate’ and a unique Order Reference Number will be populated:

       

  •  

     

    You can send a payment link to your shoppers to avoid asking them to share sensitive information over the phone.  The link can be sent via email or embedded manually into SMS and the shopper can click on the link to complete a secure transaction directly on the hosted payment page.  

    •  

      • Select the ‘Settings’ option from the Converge main menu
      • Go to ‘Pay by Link’

       

      • Set the Enable Pay by Link Toggle to ‘Enabled’. You can opt to disable Pay by Link. When disabled, the option to create payment links from the New Transaction form is removed. Any outstanding, active payment links will remain active 

       

       

      • Optional: set a default link expiration if you want your payment link to expire within a specific timeframe – the default is 90 days’

       

       

      • Optional: set a default email subject line if you want your payment link to display specific text in the subject line

       

      • You can also customise the look and feel of the Converge Pay by Link Email Template
    •  

      • Click the ‘NEW TRANSACTION’ button in the top right hand corner of the ‘Transactions’ screen to display the new transaction window:

       

       

      • Enter the transaction details
      • Click ‘Pay by Link’

       

      • Select ‘Using the Converge email template’ to send payment links directly from the Converge back office. The default settings you applied will automatically be added i.e. default link expiry and default subject email line.  However you can override it with your own text for a one-off transaction as in the example below:

       

      • Click ‘Send email’
    •  

      You can also generate a payment link, which you can then for example embed manually and send via SMS, add to social media, or paste into an invoice.

       

       

      • Enter the transaction details and click ‘Generate Link’

       

      • A Payment Link URL will display for you to copy and paste
      • Click ‘CLOSE WINDOW’
  •  

     

    If your user has access to do so, you will be able to create new users, and edit or deactivate existing users directly in the back office.

    • Select the ‘Users’ option from the Converge main menu:

     

    •  

       

      • Click the ‘CREATE USER’ button:
       

       

      • Enter the new user credentials – please note that the email address will need to be verified by the new user and will also be used to log in:
       
      • Select the required Role from the two roles available:
        • Manager – can view, process and refund transactions and configure fraud rules
        • Sales Agent – can view and process transactions
      • Click ‘CREATE USER’ again
        • The user will receive an email with a link to login for the first time
    •  

       

      • From the list of users, select the user that you wish to modify, and click ‘EDIT’:
       

       

      • You will have the option to edit the user name and the role, but it is not possible to change the email address as this is also the login ID. 
      • When you have finished making changes, click ‘EDIT USER’ to confirm:
    •  

       

      If a user no longer requires access to the back office, you can deactivate their login.

      • From the list of users, select the user and click ‘DEACTIVATE’:
       

       

      • Confirm that you wish to deactivate the user by clicking ‘DEACTIVATE’ again:
  •  

     

    Depending on your level of access, you will be able to view your account and payment settings, change the look and feel of the hosted payment page so that it is in keeping with your website, and activate and configure fraud rules.

    • Click ‘Settings’ from the main menu:
    •  

       

      • Click ‘Account’ to view your current Account Settings:

       

      The company information is captured at the time of account setup and is not editable.  If you need to make any changes to this, please contact your Elavon account manager.

      If you wish to upload your company logo in order to display it on your hosted payment page

      • Click ‘UPLOAD NEW IMAGE’:

       

      • Choose an image from your folders and click ‘Open’:

       

      • Your logo will now be displayed:

       

      • Click ‘SAVE CHANGES’ in the top right hand corner of the screen:
    •  

       

      • Click ‘Receipts’ to view your receipt settings and preview your receipt
      • You can configure the Receipt Delivery settings to select when you want to automatically send a receipt to your customers for online transactions:
       

       

      • You can enter your own Refund Policy as per the example below, which will dynamically update in the Receipt Preview on the left:
       

       

      • Toggle on BCC if you wish to send receipts to a different email address in blind copy:
       

       

      • Toggle on Logo if you wish to display your company logo on the receipt – you can also set the colour for the logo border:
    •  

       

      • Select ‘Payments’ to configure the daily settlement time and set up currencies for MOTO transactions:
       

       

      • You can change the time to auto-settle your captured transactions by selecting a new value from the drop down list:
       

       

      • You can add currencies that can be accepted for MOTO transactions in the virtual terminal:
        • Click ‘Add Currency’ to select the currencies you wish to make available, then click ‘APPLY’:
       

       

      • Make sure you save your changes
      • You will need to contact the Converge support team if you wish to make changes to the ‘Cards Accepted’ list
    •  

       

      • Click ‘Hosted Payment Page’ to make changes to elements of the hosted payment page:
       

       

      • Data Fields – select which fields you want to display on the hosted payment page:

       

       

       

      • Note: The address will always be captured by Converge if it is passed by the merchant in the payment session regardless of whether the merchant chooses to show the address and shipping fields on the hosted payment page.
        • Logo – use the toggle to enable this option to display your logo on the hosted payment page (provided that you have already uploaded it in the Account settings)
        • Business Name – use the toggle to enable this option to display your company name (as per the Account settings) on the hosted payment page
        • Colours – click the colour symbol to change the colour of the Header, the Header Text and the Input fields in line with the design of your website. You can select from the pre-defined list, or enter your own Hex value:
       
      • Typeface – use the Typeface drop down list to select a different font:

       

       
      • Button Text – use the Button Text drop down list to select a different message:

       

       

      Make sure you click ‘SAVE AND PUBLISH’ to save your changes:

       

    •  

       

      The built-in fraud prevention tools allow you to define block lists and configure rules in order to mitigate the risk of fraud.

      • Click ‘Fraud Prevention Rules’ to access the Fraud Management rules – you will notice that some rules are active by default.  You may choose which rules to use and configure according to your business requirements:
       

       

      3-D Secure authentication – if you believe you have a business requirement to disable/ set this rule to inactive, please be aware your business will be liable in the event of a chargeback.  To turn off 3DS, click on the rule to change the toggle to ‘Disable’.

      Under the Second Payment Services Directive (PSD2) regulations, most ecommerce transactions throughout Europe will soon require Strong Customer Authentication (SCA).  EMV 3DSecure is the industry standard method of providing SCA on card payments. By choosing to deactivate 3DS on your Converge account, you will be liable in the case of chargebacks raised by card issuers and at risk of having transactions declined by them.

      There may also be fines imposed by the card schemes (Visa and MasterCard) for excessive declined transactions.

      • High risk billing country – use this rule to either Decline or Review (place in the Fraud Review transaction list) all countries added to the Blocklist.  To define the Block List, click ‘ADD COUNTRY’:
       
      • Select the country to block and click ‘ADD’ - repeat for each country you wish to block then click ‘APPLY’.
      • To remove a country from the Blocklist, check the box next to the country and click ‘DELETE’:

       

       
      • Select the country to block and click ‘ADD’ - repeat for each country you wish to block then click ‘APPLY’.
      • To remove a country from the Blocklist, check the box next to the country and click ‘DELETE’:

       

       
      • Remember to save your changes
      • High risk IP address - use this rule to either Decline or Review all IP addresses added to the Blocklist.  Build the Blocklist and define the rule as above
      • High risk issuing country - use this rule to either Decline or Review all issuing countries (country where the card is issued) added to the Blocklist.  Build the Blocklist and define the rule as above
      • High risk card numbers - use this rule to either Decline or Review all card numbers added to the Blocklist.  Build the Blocklist and define the rule as above
      • Maximum transaction amount - use this rule to either Decline or Review all transactions that exceed the configurable maximum transaction value – define the rule and enter the maximum amount:

       

       
      • AVS postcode mismatch – use this rule to either Decline or Review transactions where the Billing Postcode does not match the postcode on file with the Issuer or where the check cannot be performed.  Please note only the numbers in the postcode are checked.

       

       
      • AVS street mismatch – use this rule to either Decline or Review transactions where the Billing Address Street does not match the billing address street on file with the Issuer or where the check cannot be performed.  Please note only the numbers in the street field are checked:

       

       
      • Card security code mismatch – use this rule to either Decline or Review transactions where the CVV provided by the customer does not match the CVV held on field by the issuer or where the check cannot be performed:

       

       
      • Card frequency check – use this rule to either Decline or Review transactions where the same card has been used (with this merchant account) more than a specified number of times within a specified number of hours – define the rule and enter your required values for the ‘max transaction frequency’ and the ‘time frame’:
  •  

    Where a transaction has failed a defined fraud rule, and that rule has been set to ‘Review’, the transaction will be authorised, but not automatically captured.  Instead, in addition to appearing in the Transactions list, it will appear in the ‘Fraud Review’ list.  To view transactions for review:

    • Select ‘Payments’ from the main menu
    • Select the ‘Fraud Review’ tab to display the list of transactions pending review – note that the status is ‘Review’
     
    • Click on the transaction in the Fraud Review list to display additional transaction details.  At the foot of the screen, you will see that in this example the transaction has failed the Max Transaction Amount fraud rule:
     

    (The fraud rule was defined as below):

     
    • You can now choose to ‘APPROVE’ or ‘VOID’ the transaction:
     

    If you approve the transaction, it will be released from the review list and captured for settlement in the next settlement batch.

    If you void the transaction, it will be cancelled.

  •  

    You can create customer profiles and securely store credit and debit card details to make it easier for repeat shoppers to pay for goods and services on line, over the telephone, or automatically via a scheduled payment.

    •  
      • Select the ‘Customers’ option from the Converge main menu
      • Click ‘NEW CUSTOMER’
       
      • Enter the customer details and click ‘CREATE PROFILE’
    •  
      • Select a customer profile and click ‘ADD CARD’:

       

       
      • You can choose to capture the card details only, or the card details and the billing address:

       

       
      • Click ‘ADD TO PROFILE

       

    •  
      • Select a customer profile and select ‘Delete Customer’ from the ‘ACTIONS’ drop down list:

       

       

      To confirm that you wish to delete the customer, click ‘DELETE CUSTOMER’:

    •  
      • Select a customer profile and select ‘New Transaction’ from the ‘ACTIONS’ drop down list:

       

       
      • Enter the transaction details and select the stored card to use:

       

       
      • Enter the customer details and click ‘CREATE PROFILE’
  •  
    • By selecting the ‘Recurring’ option from the Converge main menu, you will be able to create:
      • Subscriptions – subscriptions periodically and automatically charge your customers for products and services and are created by applying a subscription plan to a customer with a card stored to their profile
      • Plans – plans are the templates that you create and apply when you create a new subscription
    •  
      • Click ‘NEW PLAN’
       
      • Enter the plan details:
        • Plan name
        • Subscription amount and currency
        • Optional introductory rate – this will allow you to specify a different amount for the initial subscription payment(s) e.g. if you wish to offer an initial discounted rate
        • Billing frequency – daily, weekly, monthly or yearly
        • Plan end date – you may configure the plan to end after a specific number of billing periods, or when cancelled or on a date specified within an individual subscription
      • Click ‘CREATE PLAN’ and you will see your plan marked as Active in the plan list:’
       
      • You may now add subscriptions to your plan
    •  
      • Click ‘NEW SUBSCRIPTION’ and complete the details by assigning the relevant plan, the start date and the customer it relates to:
       
      • Click ‘CREATE SUBSCRIPTION’
      • The new subscription will be displayed in the Subscription list, showing:
        • Next bill due
        • Customer name
        • Email
        • Plan
        • Status
        • Alert
        • Next payment
      • Alert provides a status of whether the subscription is active, in final billing period, and if the card is due to expire or has expired.  You will see a summary at the top of the screen:
       
      • Note that it is also possible to create a new subscription directly from the customer profile screenn:
    •  
      • Select the Recurring option from the left hand menu and locate the subscription you wish to cancel:
       
      • Select ‘Cancel Subscription’ from the ‘ACTIONS’ menu:
       
      • Click ‘CANCEL SUBSCRIPTION’ again to confirm:
    •  
      • Select the ‘Recurring’ option from the Converge main menu
      • Click ‘PLANS’ and select the plan you wish to delete:
      • Click ‘ACTIONS’ and ‘Delete Plan’:
       
      • Click ‘DELETE PLAN’ again to confirm, but please note that by doing this you will be cancelling all active subscriptions:
    •  
      • Select the ‘Recurring’ option from the Converge main menu
      • Click ‘PLANS’ and select the plan you wish to delete:
      • Click ‘ACTIONS’ and ‘Lock Plan’:
       
      • You will need to confirm by clicking ‘LOCK PLAN’ again – note that locking the plan (as opposed to deleting it) will allow active subscriptions to continue and the plan can be unlocked for new subscriptions at any time:
    •  
      • Select the ‘Customers’ option from the Converge main menu and then select a customer profile to view the customer details, along with:
        • Cards stored against the customer profile
        • Active and cancelled subscriptions
        • Customer transaction history
  •  
    • Click the person icon in the top right hand corner of the screen and click ‘LOGOUT’:

 

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