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General Questions
- What do I need to submit an Online Seller Enrollment Application?
- How long does it take to fill out an Online Seller Enrollment Application?
- What happens when I submit an Online Seller Enrollment Application?
- I have been approved for the Wells Fargo SecureSource service.
- I have been approved and I have accepted the Seller Agreement. When may I begin to use the Wells Fargo SecureSource Payments service to accept, screen, process and settle my online payments?
- What kind of hardware and software do I need to use the Wells Fargo SecureSource Payments service?
- What is the Wells Fargo RiskAssessor system?
- Can I share an Internet Seller account with other Sellers?
- What happens when I apply to become a registered Seller with the Wells Fargo SecureSource Payments service?
- Are there any restrictions on what I can sell?
- I have another Online Seller account. Can I use my existing Seller account with Wells Fargo SecureSource Payments?
Online Payments
- What online payment options may I offer my customers through the Wells Fargo SecureSource Payments service?
- How do Credit Card Payments work?
- Which credit cards does the Wells Fargo SecureSource Payments service allow me to accept and process online?
- What is an electronic check?
- What is the benefit of accepting an electronic check?
- How is an electronic check processed?
- Who can pay me using an electronic check?
- Can my customers stop an electronic check?
- What is a BIN or Bank Identification Number?
- Can I manually process transactions?
- Are there browser-specific issues that I need to be aware of when using Wells Fargo SecureSource Payments?
Products and Services
- What is the Wells Fargo SecureSource Payments service?
- What is SecureSource Manager?
- What is SecureSource Terminal?
- If I use SecureSource Terminal, do I need SecureSource Link.
- If I use SecureSource Terminal, how long does it take to accept, fraud screen, process, and settle online payments?
- If I use SecureSource Terminal, how do I access my customer information, transaction reports and sales data?
- What is SecureSource Link?
- How does SecureSource Link work?
- Sometimes I receive telephone orders. Does SecureSource Link allow me to process phone orders?
- How do I link my Web site to SecureSource Link?
- I have my own shopping cart software. Will SecureSource Link work with my existing shopping cart?
Billing Information
- What is a Discount Rate?
- How does the Wells Fargo SecureSource Payments service determine my discount rate?
- How is a Discount Rate collected?
- Can I have the fee for my discount rate deducted from a credit card?
- Why do I need to provide a credit card number in my Online Seller Application?
Security
Chargebacks
- What is a chargeback?
- What is a retrieval request?
- How does a retrieval request occur?
- Are any funds deducted from my bank account as a result of a retrieval request?
- What are some of the reasons for chargebacks?
- What should I do if I receive a chargeback?
- How do I manage chargebacks?
- How does a chargeback take place?
Answers to General Questions:
1. Q. What do I need to submit an Online Seller Enrollment Application?
A. To submit an Online Seller Enrollment Application, the following criteria must be met:
- You can answer "Yes" to all of the following:
- I am the owner of the business, sole proprietor; or if other type of business, I am officer or director of the business that is authorized on behalf of the business to submit this Online Seller Enrollment Application
- I am over 18 years of age.
- The checking account from which my monthly Online Seller Account Fees will be deducted, and to where my sales receivables will be sent is my personal or business checking account.
and
- You have the information listed in the checklist on hand.
2. Q. How long does it take to fill out an Online Seller Enrollment Application?
A. If you have all the checklist information, completing the application should take approximately five minutes.
3. Q. What happens when I submit an Online Seller Enrollment Application?
A. When you submit an Online Seller Enrollment Application you receive a response regarding your enrollment status in seconds. At the same time, if you are approved, the one-time Seller Enrollment Fee will be deducted from the bank account number you provided in the Online Seller Enrollment Application.
4. Q. I have been approved for the Wells Fargo SecureSourcesm service.
A. The one-time Seller Enrollment Fee will be deducted from the bank account number you provided in the Online Seller Enrollment Application.
5. Q. I have been approved and I have accepted the Seller Agreement. When may I begin to use the Wells Fargo SecureSource Payments service to accept, screen, process and settle my online payments?
A. You may begin accepting payments online with the Wells Fargo SecureSource Payments service immediately after you accept the terms of the Online Seller Agreement, and complete the technical integration required to connect to the Wells Fargo SecureSource Payments service, using SecureSource Terminal, or SecureSource Link.
6. Q. What kind of hardware and software do I need to use the Wells Fargo SecureSource Payments service?
A. The Wells Fargo SecureSource Payments service works with any Web browser.
7. Q. What is the Wells Fargo RiskAssessor sm system?
A. The Wells Fargo RiskAssessor system is a proprietary Wells Fargo risk and fraud technology that is U. S. Patent Pending. This system fraud-screens, assesses and flags enrollment and transaction data that might otherwise go un-noticed through usual processing channels, and result in a fraudulent charge or purchase.
8. Q. Can I share an Internet Seller account with other Sellers?
A. No. Doing so is referred to as "factoring". This is against Credit Card Association regulations and may result in the termination of your Online Seller Account.
9. Q. What happens when I apply to become a registered Seller with the Wells Fargo SecureSource Payments service?
A. Wells Fargo examines a number of criteria before it approves an Enrollment Application and registers a Seller. Wells Fargo provides customers with a private, secure online payments service that minimizes risk and fraud. Some of the criteria Wells Fargo examines, includes but is not limited to:
- Agreement with Seller policies
- Risk and fraud analysis of offline and online business practices
- Agreement with billing procedures
10. Q. Are there any restrictions on what I can sell?
A. Any customer who knowingly and deliberately supplies false information to Wells Fargo in the Online Seller Enrollment Application or transaction process will be denied access to the Wells Fargo SecureSource Payments service.
Sellers cannot use this service to engage in the selling and/or distribution of specific types of goods and services, such as:
- X-Rated and pornographic material of any type, including child exploitation
- Adult membership sites
- Adult related products
- Audio text
- Custom golf clubs
- Gaming, lottery
- Sweepstakes
- Pyramid schemes
- Escort services
- Credit card insurance programs
- Online trading (brokerage)
- Travel and travel related businesses
- Airlines
- Videotext
- Mail order herbal remedies
- Multi-level marketing companies
- Online newsletters
- Materials and/or information that is considered grossly offensive or libelous
- Illegal substances and/or activities
- Products and services that infringe on the trademarked or copyrighted property of others
- Any product or service that presents an unacceptably high risk of purchaser disputes
11. Q. I have another Online Seller account. Can I use my existing Seller account with Wells Fargo SecureSource Payments?
A. No, you must apply for a new Seller account by completing the Online Seller Enrollment Application.
Answers to Online Payment Questions
1. Q. What online payment options may I offer my customers through the Wells Fargo SecureSource Payments service?
A. The Wells Fargo SecureSource Payments service allows its registered Sellers to accept and process payments online from purchasers who pay for goods and services using a credit card or an electronic check.
2. Q. How do Credit Card Payments work?
- Your customer places an order with you (the seller) through any number sales channels: Web site, call center, retail, wireless or broadband.
- The Wells Fargo SecureSourcesm Payments service receives the order, securely encrypts the order information forwards an Authorization Request to your customer's Credit Card Issuer or Bank to verify the credit card or checking account and funds availability.
- The Wells Fargo SecureSource Payments service returns the Authorization (or Decline) Response to the Online Seller.
- When approval for the credit card transaction is received, the order can be fulfilled.
- Once the order is shipped, a credit card settlement request is then sent to the Online Seller Account provider.
- The Seller Account Provider deposits transaction funds into the appropriate Checking Account.
3. Q. Which credit cards does the Wells Fargo SecureSource Payments service allow me to accept and process online?
A. The Wells Fargo SecureSource Payments service allows its registered Sellers to accept and process payments online from purchasers who pay for goods and services using Discover®, MasterCard® and VISA®.
4. Q. What is an electronic check?
A. An electronic check is an important purchase instrument you can offer to your customers for use in purchasing goods and services from you on the Internet. It works just like a paper check, except is processed electronically and clears faster than a paper check clears. A customer can use funds from a savings or checking account when paying by electronic check.
5. Q. What is the benefit of accepting an electronic check?
A. Electronic check is a guaranteed purchase instrument that is a cost-effective alternative to paper checks and credit cards and is based on the terms and conditions on the pricing page. By providing your customers with the option of paying you online using an electronic check, you can also sell goods and services online to customers who do not have a credit card.
6. Q. How is an electronic check processed?
A. When your customers purchase from you online using electronic check, they enter checking account information as their method of payment. All checking account information is securely passed through the Wells Fargo SecureSource Payments service and the transaction is presented to the purchaser's bank for settlement. After 4 business days, Wells Fargo sends you a payment confirmation e-mail, acknowledging that the payment has cleared. Electronic check transactions do require sellers to wait until they have received notification that the transaction has cleared before shipping merchandise to their customers. The electronic check payment is then automatically deposited, based on the funding timeframes you establish, into the bank account you provided in the Online Seller Enrollment Application. You can access your back-office using Wells Fargo SecureSource Payments service to look up any transaction, payment, and deposit information.
7. Q. Who can pay me using an electronic check?
A. Today, U.S.-based buyers with U.S. checking or savings accounts can pay for goods and services processed by the Wells Fargo SecureSource Payments service.
8. Q. Can my customers stop an electronic check?
A. Once an electronic check payment is initiated, it can only be reversed in the event that it is fraudulent.
9. Q. What is a BIN or Bank Identification Number?
A. A BIN, or Bank Identification Number, is a number that Discover®, MasterCard® and VISA® issue when they license a bank to issue cards to its customers.
10. Q. Can I manually process transactions?
A. Yes. You can manually process transactions using SecureSource Terminal.
11. Q. Are there browser-specific issues that I need to be aware of when using Wells Fargo SecureSource Payments?
A. You can access the Wells Fargo SecureSource Payments service using any type of browser, including but not limited to Netscape Navigator and Internet Explorer.
Answers to Products and Services Questions
1. Q. What is the Wells Fargo SecureSourcesm Payments service?
A. The Wells Fargo SecureSource Payments service is an integrated payments system that enables merchants to accept, fraud-screen, process and settle credit card and electronic check transactions-online.
Payments Products:
- Process payments from your physical store with SecureSource Terminal - by using a Web browser!
- Process payment online from your Web store with SecureSource Link - by inserting simple html code into your Web site's transaction page!
Key Benefits:
- Decreased risk of loss from fraudulent transactions through the Wells Fargo RiskAssessorsm system
- Rapid enrollment and activation through real-time decisioning
- Customizable reporting options through SecureSource Manager
- Increased sales opportunities through integrated payment options-credit card and electronic check
2. Q. What is SecureSource Manager?
A. SecureSource Manager is the function of the Wells Fargo SecureSource Payments service you use to customize your sales and reconciliation reports according to the specific needs of your growing business.
3. Q. What is SecureSource Terminal?
A. SecureSource Terminal is used with Seller-initiated payments, such as phone orders. A secure, browser-based interface enables you to accept, fraud screen, process, and settle online payments using any computer that has an Internet connection and a Web browser. SecureSource Terminal replaces standard authorization terminals or software, and provides the best solution for Sellers who manually enter credit card transactions for mail or phone order sales. SecureSource Terminal is also faster than standard dial-up authorization systems.
4. Q. If I use SecureSource Terminal, do I need SecureSource Link.
A. No. SecureSource Terminal is a stand-alone browser-based connection and does not require SecureSource Link.
5. Q. If I use SecureSource Terminal, how long does it take to accept, fraud screen, process, and settle online payments?
A. Once you enter your sales and customer information into an electronic form that provides the Wells Fargo SecureSource Payments service with the information it requires, your online transaction processing takes just seconds. You can also check the status of transactions, automatically bill customers for recurring charges or run a variety of reports right from your SecureSource Terminal.
6. Q. If I use SecureSource Terminal, how do I access my customer information, transaction reports and sales data?
A. To access your secure customer information, transaction reports and sales data using SecureSource Terminal, you simply logon to your Online Seller Account using a unique user ID and a password, to get access to authorizations for purchases, credits and returns, status and activity reports.
7. Q. What is SecureSource Link?
A. SecureSource Link is a secure online system for Internet-based businesses that want to accept, fraud screen, process, and settle online payments directly from their Web site.
SecureSource Link is a stand-alone connection that does not require SecureSource Terminal.
8. Q. How does SecureSource Link work?
A. SecureSource Link works in one of two ways: It either captures the necessary customer information (name, credit card number, etc.) from an Online Seller's own secure transaction page, or it displays a customizable transaction page hosted on a secure, proprietary Wells Fargo SecureSource Payments server, for the customer to fill out.
- All customer information is encrypted and sent to a secure, proprietary Wells Fargo SecureSource Payments server.
- The server sends credit card or electronic check data, and customer information to the appropriate card issuer or bank, using a secure, proprietary connection.
When the online process is complete - this takes seconds - the customer receives an approval or decline response and the Wells Fargo SecureSource Payments server stores the transaction. Transactions are automatically settled each day and are funded based on the terms and conditions on the pricing page. You can check the status of transactions or run reports on past activity by going to the Wells Fargo SecureSource Payments Web site and logging on with your password.
9. Q. Sometimes I receive telephone orders. Does SecureSource Link allow me to process phone orders?
A. Yes. SecureSource Link allows you to use the SecureSource Terminal to enter payment information manually if your receive phone orders.
10. Q. How do I link my Web site to SecureSource Link?
A. In order to link your Web site to SecureSource Link, your Web site designer or developer simply inserts a few lines of HTML code onto your transaction page (the Wells Fargo SecureSource Payments service provides you with this HTML code).
Below is an example of the basic code that must be implemented to link to SecureSource Link:
<form action="https://secure.wellsfargosecuresource/gateway/transact.dll">
<input type="hidden" name="x_login" value="MyLoginID">
<input type="hidden" name="x_version" value="3.0">B
<input type="hidden" name="x_show_form" value="payment_form">
<input type="hidden" name="x_amount" value="1.00">
<input type="submit" value="Click Here to Continue">
</form>
11. Q. I have my own shopping cart software. Will SecureSource Link work with my existing shopping cart?
A. SecureSource Link supports and easily integrates with most available shopping cart software.
Answers to Billing Information Questions
1. Q. What is a Discount Rate?
A. The Discount Rate is a fee associated with collecting, assessing, approving, processing and settling credit card transactions.
2. Q. How does the Wells Fargo SecureSource sm Payments service determine my discount rate?
A. The Wells Fargo SecureSource Payments service determines your discount rate by checking the information you provide in the Seller Enrollment Application to project the transaction services your online sales will require. The services required to assess, approve, process and settle an online sale include, but are not limited to:
- Sales amount
- Chargeback procedures
- Risk assessment
- Fraud screening
- Fraud management
- Seller acceptance
- Support services
- Investigation procedures
3. Q. How is a Discount Rate collected?
A. The fee for a discount rate for each approved credit card transaction is automatically deducted from the amount deposited into the checking or savings account you provided in the Seller Enrollment Application. This is a daily process.
4. Q. Can I have the fee for my discount rate deducted from a credit card?
A. At this time, the Wells Fargo SecureSource Payments service does not deduct any fees from the credit card of a registered Seller.
5. Q. Why do I need to provide a credit card number in my Online Seller Application?
A. Your credit card is only used as a part of the Seller authentication process.
Security
1. Q. How secure are my online transactions when I use the Wells Fargo SecureSourcesm Payments service?
A. The Wells Fargo SecureSource Payments service integrates several fraud prevention measures to maximize the security of your private online information. These measures include but are not limited to:
- Data Integrity
Data Integrity involves ensuring the consistency of data during transmission from the user's computer to Wells Fargo. Specifically, data integrity involves preventing unauthorized creation, alteration or destruction of data from unauthorized sources through the Internet. For any eCommerce transaction, it is essential that the Wells Fargo SecureSource Payments service receive the exact transaction data as supplied by the initiator (Seller) of the transaction. It is critical that a financial transaction be completed exactly as originally intended. As the Seller, you must also be assured that the data you received was properly authorized and was not tampered with during transmission.
- Ongoing protection of your transaction information
24 hours a day, 7 days a week - the Wells Fargo SecureSource Payments service utilizes sophisticated data integrity checks that control the risk of data alteration during transmission to identify any data that has been altered.
- Encryption
Encryption is a way to control data integrity. Encryption makes it difficult for an unauthorized party to read transaction data. Before a change to data can be made, the data must first be decrypted. In the event data is altered inadvertently or due to a transmission failure or by unauthorized parties, the fact that the data was altered can be identified and the transaction rejected since the integrity is suspect.
- Maximum security that protects your online income
When the Wells Fargo SecureSource Payments service identifies alterations to transaction data, the service can reject transactions so your customers can re-initiate purchases- there is no monetary impact to your online business, even when the exact change to the data cannot be identified
- Internal System Controls
Internal System Controls over the systems that use the data are implemented to ensure the integrity of data while it is being processed by the Wells Fargo SecureSource Payments service.
Chargebacks
1. Q. What is a chargeback?
A. When a credit card transaction is disputed (either at the request of the Cardholder or by a card Issuer), the dispute handled through a chargeback. A chargeback will cause the amount of the original sale and a chargeback fee to be deducted from the checking or savings account you provided in the Online Seller Enrollment Application.
2. Q. What is a retrieval request?
A. A retrieval request occurs when your customer requests more information about a transaction that appears on his or her credit card statement.
3. Q. How does a retrieval request occur?
A. Generally a customer contacts his or her credit card issuer to initiate the request.
4. Q. Are any funds deducted from my bank account as a result of a retrieval request?
A. No, a retrieval request is just a request for information. The amount of a retrieval request is not deducted from your bank account.
5 . Q. What are some of the reasons for chargebacks?
A. Some of the reasons for chargebacks include:
- A Cardholder does not receive the merchandise ordered
- Merchandise is damaged in transit and arrives broken
- A Cardholder returns the merchandise but has not received a refund
- A Cardholder disputes a transaction as an fraudulent use of their card.
6. Q. What should I do if I receive a chargeback?
A. If you receive a chargeback, read the chargeback carefully and see if you are able to provide the requested information. For example, for a "credit not issued" chargeback, the cardholder is stating they are entitled to a refund, but have not received one. In this case, if you receive a "credit not issues" chargeback but have already sent a refund check to the customer, you can provide a copy of the front and back of the cancelled check.
7. Q. How do I manage chargebacks?
A. To ensure safe receipt of merchandise, use a form of shipping that provides proof of delivery. For higher ticket items, require a signature for delivery.
If a buyer contacts you with a complaint about a purchase, work with that buyer to resolve the dispute. If you can't resolve the dispute to their satisfaction, instruct the buyer how to return the merchandise and what form of shipping they should use. Once the merchandise has been returned to you, issue a credit to the same credit card used to make the purchase.
Pay attention to the AVS (address verification service response received. Don't accept no matches and use common sense in shipping to an address other than the buyer's billing address.
International purchases are higher risk, in part because address verification is only available for US transactions.
Here are some terms you should become familiar with and some simple tips you can use to manage chargebacks:
- Chargeback
The return of a sale that has previously been charged to an Issuer and subsequently to its Cardholder.
- Re-presentment
The re-submission by an Acquirer of a previously charged back sale in an attempt to re-charge the Cardholder. Generally requires some form of additional documentation confirming the validity of the charge and disputing the chargeback reason.
- Proof of delivery
A delivery receipt signed by the cardholder or a carrier's confirmation that the merchandise was delivered to the correct address.
8. Q. How does a chargeback take place?
A. A chargeback begins when a buyer contacts their bank to dispute a transaction. The chargeback is passed through the credit card networks to the seller. Your account will be charged at the time the chargeback is received.
When the seller receives the chargeback it will include a "respond by" date. As the credit card associations only allow a limited amount of time to respond to a chargeback, it is critical any response be provided by this date.In some cases, chargebacks can be "represented", in other words information can be presented back to the cardholder's bank disputing the chargeback. Below are the most common scenarios where representment is feasible. The ultimate decision of whether or not to accept the representment rests with the cardholder's bank.
Potential representments:
If the chargeback reason is "non receipt of merchandise" and proof of delivery is available, the chargeback can be represented with a copy of the delivery confirmation.
- If the chargeback reason is "credit not processed" and the customer has already received a refund, the chargeback can be represented along with a copy of the cancelled check or the credit card refund information.
- If the chargeback reason is "fraud", and proof of delivery to the buyer's billing address is available, the chargeback can be represented with a copy of the proof of delivery.
- If the chargeback reason is quality related e.g. "not as described" or "defective merchandise", and the seller has not received the merchandise back, the chargeback can be represented with the statement that the merchandise has not been returned.
If the chargeback does not fit into one of the scenarios above, successful representment is unlikely.
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