Additional Information

 VSP Admin: How to REFUND, VOID, RELEASE & ABORT a transaction

VSP Admin is our comprehensive account administration tool that allows you to access the VSP Terminal, find and refund any transactions and view your fraud screening results.

We recommend that you read and understand our VSP Admin User Manual before you request to go live:

 

How do I process a Refund or Void?

If your account is live, all successful transactions will be sent to the banks for settlement at 2am.

REFUNDING a transaction

You can refund any successfully authorised Payment, Repeated transaction or Released transaction at any stage. But you may be charged by the banks for processing the refund. You are able to refund the full amount of the order or partial amounts, but never more than the original amount. To refund more than the original amount you would need to have a Direct Refund account. Please click here for more information.

For a 'step by step' walkthrough on how to perform a REFUND via your VSP Admin area, please click here

In some cases, the banks can decline a refund. The most common reasons for this are:

1. If the card has expired.

2. If you have been provided with another card.

3. If the authorisation was not taken via the Protx system.

You will need to contact the customer in question and ask them for any changes that might have occured to the card since the payment being refunded was originally made. If it is ONLY the expiry date on the card that has changed, we will be able to amend our details and you can process the Refund. If any other details on the card have changed (e.g. cardholder name, card number, etc), you will not be able to Refund back to that card and you will need to find an alternative method to Refund your customer (e.g. by cheque).

If it is ONLY the expiry date of the card that has changed, please email support@protx.com, stating the Vendor Name of the account, the VendorTxCode of the original transaction, and the new expiry date of the card. Once we have updated our details, we will inform you via email and you will then be able to perform the Refund.

VOIDING a transaction

You will be able to VOID any successful Payment, Released or Authorised transaction the same day the transaction was processed, but before it has been sent for settlement. Voiding the transaction stops it from being sent for settlement. This means that you will not be charged for the transaction. You will have up until midnight of the day the transaction was processed to void a payment. After this time, Voiding will no longer be an option and you will have to Refund the transaction.

For a 'step by step' walkthrough on how to perform a VOID via your VSP Admin area, please click here

 

How do I Release or Abort a Deferred Transaction?

A Deferred transaction will not be sent for settlement until it has been released.

RELEASING a transaction

A Release can be performed via the VSP admin area for any successful Deferred transaction. It is possible to Release both single and multiple Deferred transactions via the VSP Admin area.

For a 'step by step' walkthrough on how to perform a RELEASE via your VSP Admin area, please click here.

ABORTING a transaction

An Abort can be performed via the VSP admin area for any successful Deferred transaction which has not been released. It is possible to Abort both single and multiple Deferred transactions via the VSP Admin area.

For a 'step by step' walkthrough on how to perform an Abort via your VSP Admin area, please click here.

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 Running Transaction Reports

The Test VSP Admin area provides a reporting area. The reports area allows you to run daily, weekly and monthly transaction reports and settlement reports. This will allow you to reconcile your transactions with your bank statement.

To read about running reports in more detail, we suggest you download the VSP Admin User Manual

All you need to do is:

• Log into Test VSP Admin with your USER Account details.
  
  
• To access the reports area, hover over the button.
  
  
• Select from the list of reports provided.

 

N.B. All reports can be displayed as HTML or CSV (for download to another software package such as Microsoft™ Excel)

All reports will open in a new window. You should close this window when you are finished with the report.

 

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 Fraud Screening advice

Protx takes no liability for fraudulent transactions processed through your website and it is important that you are aware of the fraud screening options available to you.

Further information and advice on how to set up fraud screening rule bases on your accountand how to view your fraud screening results from within VSP Admin can be found in our fraud advice section.

In addition you can also download our fraud prevention guide for further information on the fraud screening tools that Protx provide:

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 Contacting Protx Technical Support

We provide a free technical support service for all of our customers, providing assistance on integration related matters both when testing and when live. Our primary method of support is via email to: support@protx.com. You can also call us on 0845 111 4455 should you need to.

Emails to our technical support team can be sent at any time. You will receive a response within 24 hours. Please quote your company name / VSP Vendor Name with all support queries.

A ticket number will be assigned to all emails received. Please make sure that the ticket number is listed in the subject heading of your email. This will allow us to track queries and reduce duplicates.

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