Payment Processing
Will my company name appear on my customers credit card statement?
Yes. Your retail descriptor is your DBA name on file with the processor.
What payment types can I accept?
All major debit cards, credit cards, and checking accounts for ACH or eCheck.
Are transactions approved in real time?
Debit cards and credit cards are approved in real time. ACH payments take 3-5 business days.
A NetSuite error, gateway error, or processor error is causing the payment to fail. What do I do next?
If an error is causing the payment to fail:
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Ensure all required fields are entered on the sale payment.
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Ensure all credit card or ACH fields are entered on the billing or payment tab.
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Check the payment event details for specific error reasons on the transaction and follow up on the error.
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If it remains unresolved, contact NetSuite support.
The payment was successful but the payment record was not created in NetSuite. What do I do next?
Contact NetSuite support.
What if a payment was rejected or hasn't been settled?
ACH payments are similar to a check and take approximately 3-5 business days to settle. Contact NetSuite support for more information.
How do I amend an entry when an ACH payment is rejected or doesn't settle?
If an ACH payment fails to go through, it is likely NetSuite will not be notified. If the payment did not hit the gateway or the payment failed to settle due to insufficient funds, edit and delete the NetSuite payment record.
See ACH Payments.
How do I refund a customer?
The NetSuite Pay SuiteApp supports a Referenced Refund workflow. A Referenced Refund refers to performing a Refund that is linked to an original Sale transaction, using the original form of payment. Unreferenced refunds are not supported. An unreferenced refund is a refund transaction with no associated sale transaction.
For more information, see Performing a Referenced Refund.
What do I do if my refund fails?
Certain error messages may be outside the realm of NetSuite and require escalation to Versapay for investigation. Failed transaction messages can be seen in NetSuite under the Payment Events screen. To view failed transaction messages, Go to Transactions > Management > View Payment Events. Contact NetSuite support if you have more questions.
Do I need to have Payment Instruments enabled to use NetSuite Pay? If so, why?
Yes, Payment Instruments must be enabled to use NetSuite Pay. Payment Instruments is responsible for securing tokenization of debit and credit card and ACH data in NetSuite. It is also used for future payment transactions without having to enter the card or ACH information again.
See Payment Instruments.
Can I authorize a transaction for one amount and then capture it for a different amount?
Yes. NetSuite Pay allows you to authorize for one amount and then capture the authorization for a different amount.
Do I need to include the CVV value each time that I process a transaction in NetSuite?
No. The benefit of Payment Instruments is you only need to enter a CVV for the first transaction with a particular card. Future transactions using the same card will not require a CVV.
I'm receiving the error, "You must create an account or sign in to continue" when processing payment transactions. What do I do?
This error indicates the Versapay CDS account configured in NetSuite Pay is configured with incorrect credentials. Contact NetSuite support for more information.
How do I perform a referenced refund?
How do I add a new debit card, credit card, or ACH payment information for future use?
See Payment Instruments.
How do I remove a payment method?
See Payment Instruments.
How do I update the expiration date or address of payment information?
See Payment Instruments.
Can I choose to reject transactions when the AVS or CCV returns a no-match?
Yes. Acceptance criteria based on AVS and CCV responses are configured in the NetSuite Pay Payment Processing Profile. Go to AVS Filters and CVV Filters sections. You can set the filters to reject transactions based on certain AVS or CCV responses.