FAQ

Logging in to the Back Office
- Find the security code
- My first connection to Merchant Back Office
- I forgot my password.
Transaction management
- Refunding a transaction
- Canceling a transaction
- Analyzing a refused payment
  - Refusal related to the authorization request
  - Refusal related to authentication
  - Refusal related to risk assessment
- Understanding a refund rejected
- Recovering a sale after a refused payment
- Proof of a refused payment
- Managing an expired transaction
- Time difference observed in the Back Office
Shop settings
- Shifting my shop to PRODUCTION
- Creating a custom notification rule
- 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
- Receiving an e-mail in the event of a malfunction
- E-mail addresses contacted depending on the notifications
- Default notifications
CMS
- Prestashop 1.5-8.x
  - How to add another payment method?
  - Viewing my version of CMS and module
  - Making a refund via Prestashop
  - Configuring the module in multi-shop mode
  - Why doesn't an order come up from the CMS?
  - Creating a payment via the Prestashop Back Office
  - Some orders not appear in PrestaShop
  - Managing the Prestashop order ID
  - Displaying the logo of the payment method in PrestaShop 1.7
  - Changing the logo of the payment method
  - PrestaShop displays that the module is not verified during the installation
  - The payment method is not clickable by the buyer
  - Resolving my issue with embedded fields in Prestashop 1.6
  - Changing the order in which the payment methods are displayed to the buyer
  - Prestashop does not appears among the payment methods
  - Personalizing the title of the payment method displayed to the buyer
  - Some orders return with a few cent difference between them
  - Error 22 - CUST_COUNTRY?
  - Managing shipping to Corsica and overseas French territories
  - Some fields of the billing address are invalid
  - Displaying 500 errors in PrestaShop
  - Creating a support ticket via a Prestashop order
- WooCommerce 2.x-8.x
  - Integrating payment in installments
  - Integrating payment by token
  - How to add another payment method?
  - Making a refund via the WooCommerce
  - Creating a payment via the WooCommerce Back Office
  - Why doesn't an order come up from the CMS?
  - Creating a support ticket via a WooCommerce order
  - Viewing my CMS and module version
  - How to cancel an ongoing subscription via WooCommerce Subscription?
  - Changing the logo of the payment method displayed to the buyer
- Magento 2.x
  - Viewing the CMS and module version
  - Integrating payment in installments
  - Integrating payment by token
  - Integrating the buyer wallet
  - Integrating payment by Gift Card
  - How to add another payment method?
  - Making a payment from the Magento Back Office
  - Making a refund via Magento
  - Why doesn't an order come up from the CMS?
  - Error type "current customer does not have an active cart"?
- Magento 1.4-1.9
  - Why doesn't an order come up from the CMS?
  - Viewing the CMS and module version
  - Creating a payment via the Magento Back Office
  - Full or partial refund via Magento
  - Using risk assessment
  - Using the advanced risk assessment for manual validation
  - Raising an alert with the advanced risk assessment
  - How to add another payment method?
- OpenMage 19-20
  - How to add another payment method?
  - Why doesn't an order come up from the CMS?
  - Viewing my version of CMS and module
  - Creating a payment via the OpenMage Back Office
  - Perform a full or partial refund via OpenMage
  - Validating a payment via OpenMage
  - Using risk assessment
  - Using advanced risk assessment for manual validation
- Ecwid
  - Link Ecwid with Wix
  - Is the Ecwid solution free?
  - Is it necessary to have a Wix catalog?
- GiveWP 2.x
  - Why doesn't an order come up from the CMS?
  - Buyer journey during a payment
3D Secure
- What is 3D Secure?
- Functioning of 3D Secure
- Benefits and possibilities of 3D Secure
- Increasing the Frictionless rate
  - I’m using the Hosted Payment Page (form with redirect)
  - I am using REST Web Services or the JavaScript client (embedded form)
- Is authentication systematic in the customer journey?
- Types of transactions concerned by 3D Secure
- Benefiting from exemptions from strong authentication for my clients.
- Making sure that the 3D Secure version is enabled for my contract
Mobile application
- Download the mobile application
- Use of the application payment orders
- Login
  - Logging in to the application for the first time
  - Changing my password
  - I forgot my password
  - My connection has been rejected
  - When should I change de password?
- Creating and sending a payment order
- Share and follow
  - Sharing the payment link
  - Differences between the dispatch channels managed by the gateway and those managed by the phone
  - Finding out if my link has been received
  - Checking if my link has been paid
- Settings
  - Shifting to PRODUCTION mode via the mobile application
  - Changing the language in the application
  - Changing the language used in the e-mail when creating the payment
  - Personalize my order creation path
  - Choosing the type of payment order to generate
  - What is the express mode?
  - Changing the shop via the application
- Others
  - How to optimize the management and follow-up of my payment orders?
    - Enabling/disabling payment notifications on my phone
    - How do I find a payment order?
  - Can I change the amount of an already created payment order?
  - Can I change the expiration date of the payment order?
  - Canceling a payment order
  - Duplicating a payment order
  - Viewing the order payment details
  - How long do payment orders remain visible?
  - What should I do if my smartphone is lost or stolen?
  - I have a question about payment orders in general.
  - Checking if the buyer has completed the payment
- Do you need any help?
SFTP server
- Connecting to the SFTP server
- Renewing the SFTP password
- Reports
  - Processing directory
  - Filename examples
- Payment by token files
- 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
Lyra SMS
- What is Lyra SMS?
- Creating a Lyra SMS account
- Linking my Lyra SMS account with Systempay
- How are SMS messages handled?
Miscellaneous
- Shifting your website to HTTPS
- Changing web hosting providers
- Downloading the PCI DSS certificate
- Configuring Google Analytics
- What to do in case my shop closes?
  - Exporting your data
  - Checking your refunds
  - Check the outstanding amounts of your payments in installments
  - Check your subscriptions and Tokens
- Electronic meal voucher card operation
- Transmitting the amount payable by electronic meal vouchers

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