Payments
The Payments screen allows you to search for individual payments, both Submitted and Returned. From the Returned screen you may search for chargeback transactions. The reason for each chargeback is provided.
Search for Payments
If you wish to obtain information on a particular payment, go to the Submitted search screen under the Payments tab. This will allow you to search for payments using various criteria.
You may perform a general search by selecting a date range. Please note that the date associated with a payment is the date that the payment was submitted to RAVEN.
Payment search
Depending on the type of payment, you may also search by name, reference number, card number (to search by card number, simply enter the first few digits, followed by ** and end with the last four digits), tracking number, amount, payment type, RAVEN account or routing number.
Payment Details
To view the specific details of any payment, click on the Tracking Number. You will be presented with the payment detail screen.
Payment details
The main Detail tab summarizes the payment. The Flags tab refers only to card payments and will indicate whether or not the payment has been flagged for your review (for more information, refer to ‘Flag Payments‘, below). Events displays all relevant actions pertaining to the payment, such as the date and time it was created and the file type. Under File you will find the full name of the file along with the user who created the file. The Routing, Promotion and Account tabs each offer more information on how the specific payment relates to the account.
Process New Transaction
This feature allows you to quickly and easily create a new debit or credit transaction for processing refunds or charges on a customer’s account. Because RAVEN will securely access the original account details using the tracking number in the template, using RAVEN’s “Process New Transaction” and “Payment Template” features is a safe alternative to storing customer account details at your place of business.
To create a new transaction, click on the orange arrow to the right of the relevant payment line.
Orange arrow
You will be presented with a payment template screen containing all of the information of the original payment. You can choose to process a duplicate payment using the template, or you may change the transaction details (e.g. choose credit or debit, change the amount or change the account) to suit your needs. Once you click PROCESS, the newly created payment will appear at the bottom of the screen.
Process repeat payment
Repeat Declines
If a card has been declined four or more times, RAVEN will show a status of ‘RepeatDeclined’ on the payment line so that you are aware of the pattern for that particular card.
Repeat declines
Pre-authorizations
You may obtain a list of your pre-authorized transactions by entering a date range and selecting ‘CC Preauth’ from the second drop down menu beside ‘Payment Type’. Once the pre-authorized transactions are displayed, you may submit any transaction for final processing by clicking on the blue and green icon to the right of the relevant payment line.
Pre-authorizations
Please note that pre-authorizations are only valid for 7 days, after which the information will need to be entered again.
Void a Payment
If a payment has not been released for processing you may choose to void it at any time. Simply search for the payment and select the check box to the left of the transaction line and click Void. Please note that once a payment has been submitted via the Upload button, webfolder or released individually (either automatically or manually), the Void option is no longer available.
Download and Export Payment Information
To export information to a file, select one or more payments (to select all payments on the page, click on the green plus sign above the check boxes) and then click the Download button. You will be prompted to Open or Save a .zip file which contains the information you have selected in .csv format as well as each payment’s Status field and a TrackingNumber. Please note that if your search has produced more than one page of information, you will need to download each page separately.
Check Images
When viewing check payment information you have the option to preview an image of the actual check. Simply click on the magnifying glass icon beside the status and RAVEN will provide you with an image of the check.
Magnifying glass icon
Check image
Review and Release Files
A file will remain in an Open status until it is released for settlement; if you do not manually release them, or select an alternative release option, your files will automatically release at the end of each day. To select the release option that best suits your needs, click on Settings. You can choose to have your open files automatically released at the end of each day, automatically release after 7 days or have them automatically deleted after 7 days.
Automated file release options
If you do not wish to have your files automatically settled, you will need to manually release them. We recommend that you visit the home page to release your files at the end of each day. Files to be released are indicated in the upper left corner of the screen.
Files to be released
To release a file manually, simply click on the file name and click the Release button.
Manual file release
Please note that pre-authorizations cannot be scheduled for automatic release; you will need to manually release them for settlement by clicking the blue and green icon to the right of the relevant payment line.
Search for Returned Transactions (Chargebacks)
If you wish to obtain information on a returned payment, you may search from the Returned screen. This will allow you to search for returned payments using various criteria, such as a date range, reference, card number, tracking number or amount. Please note that the date associated with an item is the date of the return and not the processing date.
Search for chargebacks
To view details of an item, click on the Tracking Number.
Fraud Scoring
RAVEN supports payment fraud risk scoring. This facility allows you to provide data that will profile a customer and then be used to calculate a ‘Fraud Score’. The score is the chance that a payment is fraudulent, expressed as a percentage. By default RAVEN will not take any action based on the fraud score. You should review the fraud score and choose to:
- do nothing, and allow the payment to be settled as normal,
- query the customer and conditionally void or settle the payment as normal,
- or simply void (or ignore) the payment if you deem the score to be too high.
To invoke the fraud scoring mechanism you need to provide at least an IP address and a billing country. Providing additional information will improve the reliability of the fraud score.
Flag Payments
RAVEN Online allows you to flag certain payments that may have the potential for risk. In order to set your parameters, you will need to contact Client Support and instruct them to flag payments that fall into certain categories. The available categories are described here.
A red flag will appear to the left of any payment that has been flagged.
Payment flagged for review
All flagged payments will move to a separate file where they will be held for your review. The reason for the flag will be indicated under the ‘Flags’ tab on the payment detail screen.
Reason for flag
During the review process, you must manually release any payments that you would like to have settled. Therefore, flagged payments will not be automatically settled even if you are configured for auto-release. After 7 days, any flagged payments that have not been manually released will be voided and any approvals will be lost.
Flagged payments require special attention if the payment was made through MarketDirect. Your customers will not be aware that their payment has been flagged, and will assume that the transaction completed successfully. If you review the payment and decide to proceed there is no need to inform the customer, however, if you decide not to proceed it may be necessary to inform the customer.
Additionally, once a payment is flagged any fulfillment actions connected to it will not be triggered. For example, if your configuration setup includes sending notice to the fulfillment company to complete the order, once you proceed with a flagged transaction that fulfillment action will still need to be initiated.
Block Payments
You may block payments from certain cards by contacting Client Support and providing the transaction tracking number associated with the card. Once the block is in place, RAVEN will identify and block all future transactions to the specified card.