Questions frequently asked about Kassa Compleet

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1 Questions frequently asked about Kassa Compleet

2 Contents General 3 Kassa Compleet Portal 4 Apply for Kassa Compleet 6 Payment methods within Kassa Compleet 9 Integrate into your webshop 12 Rates and payments 14 Transactions 17 Changes 21 Chargeback 22 PCI DSS 23 Termination 24 Questions frequently asked about Kassa Compleet October

3 General Kassa Compleet is the internet cash till from ING through which you can provide your customers with the most frequently used payment methods. Your customers can pay with ideal, credit card, Bancontact or bank transfer, for example. Kassa Compleet is easily integrated into your webshop. Using the Kassa Compleet portal, you can easily monitor payments from your customers, view your invoices, download transaction reports and change your personal information. Kassa Compleet is available in Dutch and English. What payment options can I offer my customers with Kassa Compleet? You provide ideal as a standard payment method with Kassa Compleet. In addition, you can opt to accept payments using MasterCard, Visa, Bancontact, bank transfers, Maestro*, V Pay*, PayPal, Klarna and Cash On Delivery**. * Dutch debit cards cannot be used for online Maestro and V PAY payments. However, Belgian and German debit cards can be used most of the time. Hence these payment methods are of interest if you also wish to serve customers in these countries. ** Kassa Compleet also allows you to give your customers a Cash On Delivery option. You arrange these shipments and accompanying costs with your postal company. If your customer has opted to ship/make a payment as Cash On Delivery, then you will not be able to see this in the transactions overview in the Kassa Compleet portal. Is Kassa Compleet only suitable for online merchants? Kassa Compleet is a total solution for companies that sell products and services through a webshop. In addition, Kassa Compleet is also ideal for Organisations and Foundations for receiving donations. Can Kassa Compleet be connected to a physical POS system? It is not possible to connect Kassa Compleet to a POS system (f.i. to let customers pay with Kassa Compleet payment methods in your physical shop). Questions frequently asked about Kassa Compleet October

4 Kassa Compleet Portal What is the ING Kassa Compleet portal? If you opt for Kassa Compleet, you are granted access to the ING Kassa Compleet portal. This is an online dashboard which gives you insight into the transactions in your webshop(s), your turnover and payments, your invoices and your account details. The information on this portal is in real time. How do I acquire my log-in codes for the ING Kassa Compleet portal? When you apply for a free test account, you receive an with a link to activate your account for the ING Kassa Compleet portal. The link in the is valid for one week. When your activation link expires, you can contact ING. An ING employee can then resend you the invitation with the Kassa Compleet portal activation link. I have lost my password. How do I request a new password? In the Kassa Compleet portal log-in screen, click on Password Forgotten. You will then receivereceive an with a link to change your password. How do I give my employees access to the Kassa Compleet portal? You yourself can grant your employees access to the ING Kassa Compleet portal. Click on Settings and select Users. You can also create different roles for different user groups. My financial contact person has no access to the portal. How can I change this? In the Kassa Compleet portal, you can change your financial contact person through Settings > Account. You can add a new user for access to the portal through Settings > Users. I want to give my employee access to the Kassa Compleet portal but the activation link in the has expired. The new user receives an with a link to activate his user account. This link is valid for one week. When this link is no longer valid, then your admin user can change the status of the new users in the portal from inactive to active. This is done in the portal through Settings > Users > Select users > Modify details. The new user can then click on Password Forgotten in the Kassa Compleet log-in screen to change the password. ING employees can see the status of your users, but they cannot change their status. Only your own admin user(s) can do this. My admin user is leaving the company. How do I ensure that my admin user s rights are transferred? Your admin user can designate admin rights to other users. These (new) admin users can then set the admin user who is leaving the company to inactive. Can the Kassa Compleet payment page be shown in English on my website? The Kassa Compleet payment page changes into English for the end customers if the end user changes the website language into English. Questions frequently asked about Kassa Compleet October

5 Is the Kassa Compleet portal also available in English? Kassa Compleet can be used in Dutch and in English. You can change the language at account level and at user level. The language at account level (Settings > Language) is definitive for all application and modification forms which must be signed. The language at user level (Personal settings > Language) is the language that the specific user sees in the portal and this can differ per account level. I would like to receive paper accounts overviews, is this possible via Kassa Compleet? No, this is not possible. All overviews can be found in the ING Kassa Compleet portal. You can download and print the overviews. Questions frequently asked about Kassa Compleet October

6 Apply for Kassa Compleet How do I apply for Kassa Compleet? If you wish to apply for Kassa Compleet, follow these steps: 1. You first apply for a test account via our website signup. You are then sent an with log-in details for the Kassa Compleet portal. Now you can look around in the portal, starting with the integration of Kassa Compleet and carry out some test transactions; 2. You can then apply for Kassa Compleet with your test account. There is a PDF file available in the service tab of your Kassa Compleet portal with the name Apply for Kassa Compleet How it works. This contains screen shots of the application process with additional information; 3. After you have received confirmation of your application (within five working days) and you have integrated Kassa Compleet into your webshop, you can go live. Your customers can then make payments in your webshop. You can offer ideal as a standard means of payment; 4. If you also wish to accept payments to your webshop using credit cards and debit cards, we carry out additional inspections, as do the credit card companies. We will inform you of the result of these inspections within ten working days. As soon as you have received confirmation of these, you can also receive credit card and debit card payments in your webshop. 5. If you want to make use of the payment methods Paypal and Klarna, you will also need a seperate contract with these parties. They will also carry out additional inspections. As soon as you have received confirmation of these, you can also receive PayPal and Klarna payments in your webshop. What do I need to have in order before applying for Kassa Compleet? In order to be able to use Kassa Compleet with the standard payment method ideal, you must comply with the following conditions: You have a Business Account with ING (not a third-party funds account); Your webshop is ready and already online; Your products are visibly available; Your general conditions are on your website; Your webshop complies with the rules of the Consumer and Market Authority. This is why it is important to state the following clearly on your website: - the name of your company as registered with the Chamber of Commerce; - the geographical address; - your contact details (an address at least); - your registration number with the Chamber of Commerce; - And your VAT number (exceptions for foundations which have no VAT number). The products and/or services you supply on your website do not cause any damage to the image of Kassa Compleet or to that of any payment brand, such as ideal, MasterCard or Visa. The overview above provides only the most important conditions in order to be able to apply for Kassa Compleet. Questions frequently asked about Kassa Compleet October

7 What do I need to have in order before accepting credit card payments through Kassa Compleet? In order to also be able to accept credit card payments in Kassa Compleet, you must comply with these terms & conditions: You comply with the terms & conditions for Kassa Compleet; You comply with the conditions stated in What do I need to have in order before applying for Kassa Compleet? ; The following items must be clearly stated on your website for your customers: - Your privacy statement, in which you explain how you handle the personal information of visitors to your website; - Your return policy: your customers are entitled to return the article ordered within fourteen days; - Your conditions of delivery: legally you are obliged to deliver within thirty days, unless you agree a different delivery time; Your domain is registered in the company name; Do you also deliver to other countries? Then your website, including the general terms & conditions and privacy statement, must also be available to your customers in English. The overview above provides only the most important conditions in order to be able to apply for Kassa Compleet. I have several webshops. Do I have to make a separate application for Kassa Compleet for each webshop? You only need one contract and application to organise the payment traffic to several webshops. You can use one Kassa Compleet subscription with one IBAN accounting number per PLC (registered with the Chamber of Commerce) with several webshops. For this, you pay a one-time subscription fee. You submit which payment methods per webshop you would like to provide. For how long is the contract for the Kassa Compleet product valid? The Kassa Compleet contract is valid for one year and is renewed automatically. How do I know if my application for Kassa Compleet has been accepted? After applying for Kassa Compleet, you receive a confirmation within five working days. You can also view the status of your application in the Kassa Compleet portal. Have you also applied to accept credit card and debit card payments? Then we will send you a response relating to this within ten working days. How long does it take for my contract to be activated? You receive your free test account by immediately after submitting your application. Then you can start integrating Kassa Compleet into your webshop(s) and carry out test transactions. After you have applied for Kassa Compleet, you will receive notification of approval of your application within five working days. Then you can set your Kassa to live and receive payments in your webshop. You pay subscription costs from the time the Kassa goes live. If you have applied to accept credit and debit card payments, we will carry out an additional evaluation. You will receive a separate notification relating to this within ten working days. Why does my account show credit cards Yes while my application for credit cards has been rejected? Credit card acceptance is granted per individual web shop. It is possible that your business was successfully screened for credit cards, but a specific web shop was rejected. Questions frequently asked about Kassa Compleet October

8 I have applied for Kassa Compleet and received an adjustable refusal. Where can I find what I need to adjust? When you search for your application in the Kassa Compleet portal and click on the (i), then the adjustable points are displayed as these were shown in the . There is also a pop-up screen that states what adjustable points are there. I have applied for Kassa Compleet and received an adjustable refusal. Now I have completed the necessary changes. How can I reapply? In the Kassa Compleet portal you will see a pop-up that states that something in your application is not correct. The that you have received will state why the application is currently rejected. When you have sorted out the reason for rejection, then you can resubmit your application in the Kassa Compleet portal. You can do this by going to the applications overview by clicking on Go to my applications or on Settings > Applications. By clicking on Application ID, the details you have entered in your earlier application are displayed. Here you can enter whatever correct information is necessary. When all details are correct, you can regenerate the application form, sign it and upload it. Your application will be reviewed. If you have added the missing Chamber of Commerce registration number and/or VAT number to your website, for example, you do not need to change anything. Questions frequently asked about Kassa Compleet October

9 Payment methods within Kassa Compleet What payment options can I offer my customers with Kassa Compleet? You provide ideal as a standard payment method with Kassa Compleet. In addition, you can opt to accept payments using MasterCard, Visa, Bancontact, bank transfers, Maestro*, V PAY, PayPal, Klarna and Cash On Delivery**. * Dutch debit cards cannot be used for online Maestro and V PAY payments. However, Belgian and German debit cards can be used most of the time. Hence these payment methods are of interest if you also wish to serve customers in these countries. ** Kassa Compleet also allows you to give your customers a Cash On Delivery option. You arrange these shipments and accompanying costs with your postal company. If your customer has opted to ship/make a payment as Cash On Delivery, then you will not be able to see this in the transactions overview in the Kassa Compleet portal. I want to provide ideal only in my webshop. Would a Kassa Compleet subscription be better, or should I apply for an ideal-only subscription? Kassa Compleet provides the ideal payment method as standard. A lower transaction rate applies for an ideal transaction within Kassa Compleet than for an ideal transaction within a separate ideal subscription. The advantage of Kassa Compleet is that you can also easily provide other payment options, such as credit cards, in addition to ideal. In addition, Kassa Compleet provides a well-organised dashboard in which you can generate a number of reports and follow the status of several payments. You can also choose how often you want Kassa Compleet payouts to take place and you can link more webshops to one subscription. I have an ideal contract with ING. Can I use this for Kassa Compleet? In order to transfer to Kassa Compleet, you must first apply for Kassa Compleet. Is your Kassa Compleet live? Then you can cancel your ideal contract. When applying to accept credit and debit card payments, can I choose which payment methods I wish to provide? With applications to accept payments with credit and debit cards, we offer MasterCard, Visa, Maestro and V PAY as standard. Choosing individual cards is not possible. When do I see the Credit card payment option? A new credit card transaction is initially displayed with the Credit Card option. As soon as the system recognises what type of card it is, then the specific card type, such as MasterCard or Visa, is displayed. When accepting credit and debit card payments, can I set a time limit in which the transaction must be actually carried out? This is a delayed capture. This means that you can set the number of days after which your credit card buyer has bought something (authorisation) for the transaction to be put through for further processing (capture). The capture delay is two days maximum. Delayed capture is unfortunately not yet possible within Kassa Compleet. Questions frequently asked about Kassa Compleet October

10 Can I reserve an item on a credit card without payment going through? No, the pre-authorisation function is unfortunately not yet possible in Kassa Compleet. The pre-authorisation function means that you can only authorise this (a hotel reservation, for example) with pre-authorisation. You can still carry out the transaction at the moment that it actually takes place (such as when you go to the hotel). How does the Bancontact payment option work? You can choose whether you wish to provide your clients with the Bancontact payment option. Bancontact allows Belgian account holders to buy on-line using their bank card. How does the Bank Transfer payment option work? You choose whether you wish to provide your customers with the option of payment by bank transfer. If your customer has opted to pay by bank transfer, then you will be able to see this in the transactions overview in the Kassa Compleet portal. There are no specific costs linked to this payment method. How does the Cash On Delivery payment option work? Kassa Compleet also allows you to give your customers a Cash On Delivery option. You arrange these shipments and accompanying costs with your postal company. If your customer has opted for a Cash On Delivery shipment/payment, then the transaction is displayed in the Kassa Compleet portal under the method Cash On Delivery. We cannot follow the status of this payment, this transaction is immediately given the status complete in the Kassa Compleet portal. How does the payment method Klarna work? Klarna is a payment method that enables consumers to pay to Klarna after actually receiving of the order. Klarna analyses each transaction and (if approved) covers the risk of no-payment. Kassa Compleet consolidates all Klarna payments into your regular pay-out. Klarna requires to agree a separate contract with you, next to your Kassa Compleet contract. Klarna payments are paid out weekly, two weeks after the shipping date of the order. How can I apply for Klarna? To accept Klarna in your web shop, you need a separate contract with Klarna, next to your ING Kassa Compleet contract. Once you apply Klarna in your ING Kassa Compleet portal, we will forward your application request to Klarna. Klarna will further contact you to conclude a contract. Questions frequently asked about Kassa Compleet October

11 How do I test Klarna transactions? Klarna requires you to perform some test transactions before you can start accepting Klarna transactions. To do this we automatically create a webshop called TEST Klarna <your webshop name> per webshop mentioned in your Klarna application. This webshop is especially created for your Klarna test transactions. Further, you need to use the API key of this test webshop to perform your test transactions with Klarna. Rest assured, as Klarna will assist you to execute the test transactions. You can find the API key in the ING Kassa Compleet portal, go to Settings > Wesbshops and select the TEST Klarna webshop. After a succesfull test Klarna will set up your production account. Use the API key of your production webshop to accept transactions in production. How does the payment method PayPal work? PayPal enables a consumer with a PayPal account to safely make payments to a merchant with a PayPal (business) account. There are various ways to actually transfer the money between both accounts. A direct contract between you and PayPal is necessary. Here you can apply for this. The concept of this payment method does not allow to incorporate PayPal payments in the Kassa Compleet pay-out, so you will be directly paid by PayPal, on your PayPal business account. However Kassa Compleet will still allow easy integration with your webshop, the Kassa Compleet merchant portal will show PayPal transactions and will enable you to make refunds just like refunds for any other payment method. How can I have my client pay through the payment link? You can create a payment link in the Kassa Compleet portal, which you can use to have your clients make payments outside the ordering process in your web shop. This is useful in the case of a subsequent delivery for a client for whom you do not wish to charge delivery charges again. Go to Betaallink aanmaken (Create payment link) in the left menu. Select an order number, provide a description and enter an amount. Then clink on Betaallink aanmaken. Copy the link that is created in an or WhatsApp message or similar and send it to the client. This payment link guides your client to the ING Betaalpagina (ING Payment page) where he/she can pay using one of the payment methods your web shop provides. The link remains valid for your client for 30 days. Tip: send an order number along with the payment link which is easily recognised in your transaction overview, so you can see that your client has paid using this link. Will other payment options be added to Kassa Compleet? Kassa Compleet currently offers the most frequently used payment options in the Netherlands. We intend to further expand Kassa Compleet for the Dutch market, but we also wish to give Kassa Compleet a more international character and make it suitable for payment options from abroad. This means that there will be new payment options added to Kassa Compleet. What is the next payment option that will be added, and when? You can follow news about Kassa Compleet via ing.nl. Questions frequently asked about Kassa Compleet October

12 Integrate into your webshop How do I integrate Kassa Compleet into my webshop? Is your webshop built with an Open Source webshopsoftware? Then you can integrate Kassa Compleet via the API with your webshop. Have you built your webshop yourself? Then you can easily integrate Kassa Compleet into your websop via the API. However, some level of technical understanding is required for this: in the Kassa Compleet portal you will find a technical manual. Integrating via our plugins is easy. We offer plugins for Open Source-webshopplatforms such as WooCommerce and Magento. Kassa Compleet also has a connection with suppliers of these webshopsoftwares. At ing.nl you ll find more information. In the Kassa Compleet portal you ll find integration manuals. What are the minimal system requirements to integrate my webshop with Kassa Compleet? To integratie your webshop with ING PSP, you must at least support PHP 5.4 and MySQL 5.4. If you use older versions of PHP and MySQL, you must first upgrade your system, before you can integrate with ING PSP. What is an API Key? The API Key is your personal key which ensures the safety and security of your Kassa Compleet. You need this key when integrating Kassa Compleet into your webshop. You are sent a separate key for each webshop. The API Key can be found in your Kassa Compleet portal. Click on Settings and then select the webshop for which you wish to find the API Key. The API Key is located in the information screen. What is a webhook? A webhook is a URL in which you automatically receive a message when a payment has been queued or the status of one of your orders changes, for example from in progress to completed. You can use this to determine whether an order can be extradited, for example. You yourself can opt for a webhook setting if you wish. The instructions for this are in the Kassa Compleet portal on the Service page in the integration manual for your webshop package or in the API documentation. For which payment options can I carry out test transactions in my Kassa Compleet test account? Currently test transactions for ideal and bank transfers are possible. Unfortunately it is not yet possible to carry out test transactions for credit and debit cards or Bancontact. Each payment option works in the same way for the integration. We have a generic Kassa Compleet API. If ideal works in the test environment through the API, then the credit and debit cards will also work, as will any other payment option. The credit card details are stored in a secure location. This location has been extensively tested and is certified for PCI DSS. This is the industry security standard for the large credit card companies that focuses on protecting card details. Questions frequently asked about Kassa Compleet October

13 How do I turn payment options on or off for carrying out test transactions? All payment options with which test transactions can be carried out are on by default for carrying out test transactions. In the portal, you can turn payment options on and off with the on/off buttons for your production environment. Is it possible to use Kassa Compleet with hosted payment pages? We facilitate this function with Kassa Compleet as standard. In this way, you choose the look & feel of the payments page and the entire handling of payments on the ING website. The information for acquiring the link with these hosted payment pages is included in the API documentation in the Kassa Compleet portal. What are the minimal system requirements to integrate my webshop with ING PSP? To integratie your webshop with ING PSP, you must at least support PHP 5.4 and MySQL 5.4. If you use older versions of PHP and MySQL, you must first upgrade your system, before you can integrate with ING PSP. I want to update my installed ING PSP plugin, how do I do that? To update your ING PSP plugin there are several options, depending on your webshop software. If you have installed your current plugin via the stores, you can use the available update option in the store. If you have installed your current plugin manually by uploading via FTP, you have to remove this old plugin, before you upload the new plugin version. There is no plugin available for the software I m using, it is possible to develop my own plugin (via API)? To develop your own plugin you can do a direct API integration. In the Kassa Compleet portal on the Service page you can find the link to the API documentation. Questions frequently asked about Kassa Compleet October

14 Rates and payments Where can I find the Kassa Compleet rates? The rates are shown on our website ing.nl, where you can also find information about Interchange Fees: the costs banks charge each other for processing card transactions. What costs will be charged? The costs of Kassa Compleet comprise of variable and set costs: Subscription costs: set costs per month; Costs of payment options: costs per transaction. How these costs are built up depends on the payment options chosen; Chargeback costs: administrative costs for settling a chargeback. This only applies if you accept credit and debit card payments in your webshop. Are there differences in price between the payment options within Kassa Compleet and the individual products? A lower transaction rate applies for an ideal transaction within Kassa Compleet than for an ideal transaction that takes place through an ideal subscription. The online acceptance of credit and debit cards is only possible in Kassa Compleet, we have no separate rates for these. How are subscription costs charged? Monthly subscription costs are charged afterwards and you can see these on your invoice. The cost of refunds (reimbursements) and chargebacks are also charged in the month invoice. We settle invoicing costs with the first subsequent payout from your turnover. This takes place as per the payout frequency that you have chosen. You can view and download your Kassa Compleet invoices in the Kassa Compleet portal. Your financial contact person will receive an when the invoice is up in the Kassa Compleet portal. Why do I receive an about a new invoice? We will send your financial contact person an when the invoice for the use of Kassa Compleet is up in the Kassa Compleet portal. You are receiving this mail because you are listed with us as the financial contact person. You can access your invoice through the link in the . Would you like to change the financial contact person? Then go to Settings > Account. You can submit the correct name under Contacts. How are payment option costs charged? The costs for the payment options you have chosen are included in the transaction amount. You can review this in your Transactions in the Kassa Compleet portal. Your transaction details state the amount, the costs of the payment options and the nett amount. We settle this with the first subsequent payout from your turnover. Your payout therefore consists of the positive (gross) transaction amounts and a negative amount of all corresponding payment option costs. You can review this in your Payments in the Kassa Compleet portal. The payouts take place as per the payout frequency that you have chosen. Note: The transactions that have been done with Klarna can be found in the portal. You have agreed with Klarna how often it happens. PayPal pays you directly on your PayPal business account. Questions frequently asked about Kassa Compleet October

15 Will my clients be able to make payments in different currencies? No. At his moment it is not possible for your clients to make payments in your webshop in any other currencies then euro s. In Kassa Compleet you will also only receive payments in euro s. How can I get the details from Kassa Complete into my accounting package? You can generate an MT940 report from the Compleet portal. On the Report tab, you can indicate from which period you would like to download the transaction details. You then choose the correct type: MT940 IBP structured, MT940 IBP unstructured or MT940 My ING Business. Click on the Download button. You can now save the file and import it into your accounting package. You can find more information on this in the Kassa Compleet portal under Reports. Whenever you wish to retrieve your details for your accounts without MT940 reporting, you can look at both the invoice and the payouts to have an overview of all your costs. If you click on a payout, then you see the costs of the payment method. A line for Costs of payment method is included in the details. Where can I find my order numbers in the portal? You can find the order numbers in your portal under Transactions. Your ordernumbers will be visible under the header Ordernumber. There, you will be able to download an oversight - csv file- in which your ordernumbers are placed in the column: Merchant ondernumber. How do I receive the turnover from my webshop? We send you the turnover from your webshop in one payment (reconciled). This payment includes the turnover of all your webshops and all of your transactions, regardless of the payment option used. Note: The transactions that have been done with Klarna can be found in the portal. You have agreed with Klarna how often it happens. PayPal pays you directly on your PayPal business account. How is the payout described on my bank statement? Your bank statement will show a transaction of ING Bank NV PSP. The description will be: ING Kassa Compleet payout, Merchant: <Your company name>, <date from date to>. You will also find this description in the Kassa Compleet portal under Payouts. Example: Description: ING Kassa Compleet payout, Merchant: MyCompanyName, through How often do I receive the turnover from my webshop? You yourself can choose how often you wish to receive a payout. The frequency can be set in the Kassa Compleet portal. You can choose between a daily payout, one or more set days per week, or one or more set days per month. We do not charge for this. How and where do I check which transactions have been paid out in which payout? The Payout screen in the Kassa Compleet portal will show the details of your payouts. You will see an overview of all transactions included in this payout. Questions frequently asked about Kassa Compleet October

16 Questions frequently asked about Kassa Compleet October What happens if the turnover from my webshop(s)s is lower than the Kassa Compleet costs? It can happen that the Kassa Compleet costs are higher than the turnover in your webshop. This can be due to you receiving chargebacks, or that the invoicing costs were recovered at a time when you have had fewer transactions. If there is an overdraft, we ask that you transfer the outstanding amount to us. Whenever this is the case, we will contact you.

17 Transactions What happens if the payment status of one of my orders changes? When the payment status of one of your orders changes, you will be notified of this through your webhook URL. A webhook is a URL in which you automatically receive a message when the status of one of your orders changes, for example from in progress to completed. You can use this to determine whether an order can be delivered, for example. You yourself can opt for a webhook setting if you wish. The instructions for this are in the Kassa Compleet portal on the Service page in the integration manual for your webshop package or in the API documentation, depending on your link. How is an ideal transaction via Kassa Compleet described on my customer s bank statement? Your customer s bank statement will show a transaction to ING Bank NV PSP. All Kassa Compleet transactions (except PayPal transactions) go through this PSP suspense account. The name of your webshop is included in the description of the ideal transaction. The description line contains transaction codes followed by the name of your webshop. The transaction codes are specified by ideal. Example: Description: a1b2c3d4e5f6g7h8i9j Your order WebShopName. What is a refund transaction? Does a customer want to exchange or return an article? You can refund the amount for this to the customer in the Kassa Compleet portal. This is called a refund transaction. This can concern the full amount, or part of it. The refund will be deducted from the payout of your turnover on your Business Account. How do I capture Klarna transactions? Klarna transactions that have been approved by Klarna have a transaction status Accepted. After you have delivered the order you have to capture the Klarna transaction. After you have captured the transaction Klarna will send an invoice to your customer, and will make the transaction payable. Only captured transactions will be settled with you. There are 3 methods to capture a transaction: Kassa Compleet portal You can capture a transaction manually in the Kassa Compleet portal. Go to Transactions and select the transaction you want to capture. Click on the Capture button. ING PSP plugin - your webshop software You can capture a transaction manually in your webshop admin software. Go to your orders overview, select the order you want to capture. Change the status to shipped. Check in GitHub via tab releases if the plugin for your webshop software is updated with the Klarna capture function. You have to install this plugin to use this function. The updated version of the plugin is available in the stores and via the Service page in the Kassa Compleet portal. API You can also capture a transaction via the API. See the API documentation on the Service page in the Kassa Compleet portal. Questions frequently asked about Kassa Compleet October

18 How do I change a Klarna order and refund my customer? If your customer has returned goods which have been paid with Klarna, you can refund your customer by changing the order. In the ING Kassa Compleet portal, go to the Transactions overview, select the transaction and click on Refund. Further, enter the number of items which were returned. The refund amount equals to the amount of changed order lines. Once these steps are performed, Klarna will send an updated invoice to your customer. Please note, you can only refund transactions with the status Captured or Completed. Can I change a Klarna order before I capture it? No. Unfortunately you cannot change an order before it has been captured. You can only send an order after you ve captured it. In that case you ll have to do a refund. In the refund you can specify what part of the order you want to refund. How can I make a refund? To make a refund, in the portal go to Transactions. Look for the original transaction there. Select the transaction and click on the Refund button. You can then enter the amount that you will refund to the customer. This amount can never be higher than the original transaction. You will recognise a refunded transaction in your Kassa Compleet portal transaction overview. Because a R is displayed. You can view the refund by clicking on this. My customer wants to exchange or return a purchase. How can I return the money? Does a customer want to exchange or return an article? You can refund the amount for this to the customer in the Kassa Compleet portal. This is called a refund transaction. This can concern the full amount, or part of it. The refund will be deducted from the payout of your turnover on your Business Account. You can make a refund from the Kassa Compleet portal. To make a refund, in the portal go to Transactions. Look for the original transaction there. Select the transaction and click on the Refund button. You can then enter the amount that you will refund to the customer. This amount can never be higher than the original transaction. You will recognise a refunded transaction in your Kassa Compleet portal transaction overview. Because a R is displayed. You can view the refund yourself by clicking on this. I cannot refund the money. How is this possible? There could be various reasons for this: Your Kassa Compleet balance is lower than the amount that you wish to refund. You can only make refunds if you have enough funds in the Kassa Compleet; You have not been granted refund rights by your admin user. Your admin user can sort this out for you; You have already refunded the transaction. You cannot refund an amount higher than the original transaction amount. You can refund part of the transaction amount several times, as long as the total refund amount remains lower than the transaction amount. Questions frequently asked about Kassa Compleet October

19 What does the transaction status New mean? Transactions that are newly registered in Kassa Compleet are normally given the status New. A transaction with a New status has no financial consequences yet. A sale transaction is registered with the status New when your customer picks a payment option provided in your webshop and comes to the payment page. If you customer does not pay, the transaction still shows up as New in the Kassa Compleet portal; A refund is registered as New if you submit it (when you click on the Refund button); A chargeback is registered as New as soon as this is known within Kassa Compleet; A correction is given the status New as soon as this is entered by an ING employee. What does the transaction status Processing mean? Processing means wait for further action from your customer or for a reaction from your customer s bank: A sale transaction that takes place using the Bank Transfer option is given the status Processing when the transaction is waiting for the customer s payment. The transaction remains at Processing until the payment is actually received. If the customer decides not to make a payment, then the transaction remains as Processing for thirty days; A sale transaction that takes place using the ideal, Klarna, Paypal or ceditcard option is given the status Processing when waiting for a response from the customer s bank. A request for authorisation has been sent out, but the response report has not yet been processed. If this is working correctly, this is a typical interim status that is quickly followed by the next status. In exceptional cases, a transaction can remain in this status for some time when using ideal. What does the transaction status Complete mean? Completed means that the money is recorded in your balance and paid out or deducted in the next payout. This status occurs in all transaction types. In the case of a sale transaction, you can dispatch the merchandise based on this status. The payment method determines when the status Complete is reached: A sale transaction with ideal is given the status Completed upon receipt of a positive response to the authorisation request; A sale transaction with Mastercard, Visa, Maestro or V PAY is given the status Completed one day after the transaction was approved, unless you have a Blended price plan. This because feedback from ING Kassa Compleet s credit card processor is needed to calculate the Interchange Fee component of the transaction fee; A sale transaction with Bank transfer and Klarna are given the status Completed when the payment is received in the ING account and is identified as an ING Kassa Compleet transaction; A sale transaction with PayPal is given the status Completed based upon feedback given by PayPal. This is informational only; PayPal pays directly to your PayPal business account; Transactions of the types correction and invoice are given the status Completed immediately after they are entered as New; Chargebacks are given the status Completed when they are charged to you; A refund transaction for credit card transactions (Mastercard, Visa, Maestro, V PAY) is given the status Completed upon receipt of a positive response to the authorisation request; a refund for other payment methods is given the status Completed immediately after being entered as New. Questions frequently asked about Kassa Compleet October

20 What does the transaction status Cancelled mean? Cancelled means that the transaction is not processed. This is a final status; any transaction with the status Cancelled can no longer be given any other status. This status occurs in the following transaction types: The status Cancelled applies in sales transaction when the response to a request for authorisation is negative or in a time-out; A transaction of the chargeback type is given the status Cancelled when it is decided that you are not to be charged for the chargeback. What does the transaction status Expired mean? Expired applies to sales transactions to sales transactions made using the Bank Transfer option. If your customers does not make payment within thirty days, the transaction is given the status Expired. However, if after thirty days payment is received with the correct reference, this is accepted and the transaction is still given the status Complete. What does the transaction status Error mean? Error is a general status that is evoked when a fault occurs when a transaction is being processed. In practice, this status occurs mainly in sales transactions through a payment method that you cannot provide yet because your application for this payment method for the webshop is still being processed. This is a final status; any transaction with the status Error can no longer be given any other status. There is just one Error status, regardless of what causes it. If a specific cause is identified, this is provided with the transaction details. Can I make a selection of transactions in the transaction overview? Yes, you can make a selection of the transactions you wish to see. For instance, you can choose to view the transactions of a certain web shop or a certain date. Go to Transacties (Transactions) and clink on the arrow at the right to indicate your selection. Questions frequently asked about Kassa Compleet October

21 Changes How can I modify my contract? If you wish to modify your contract, you can let us know in the Kassa Compleet portal. To do this, go to Settings in the left menu. Bear in mind, for the payment methods PayPal and Klarna you have seperate contracts. If you would like to modify these contract, you will have to contact these parties. Note: If you add new payment methods such as PayPal or Klarna, you need to install a new version of the plugin. More information how to install a plugin is available via the Service menu. What changes are permitted? You can submit changes via the Kassa Complete portal. This you can change. A check is necessary before the change can be implemented: Add a new webshop; Apply for a new payment method for a webshop; Your company name so that this complies with the name in accordance with the Chamber of Commerce; The name of your webshop; The details of the general contact person in your company; Provide another Business Account to where your turnover is transferred; Your office address and location. This you can change yourself. No checks are necessary. The change is implemented immediately: The status of your webshop; The webhook of your webshop; Switching a payment method on and off per webshop: once a payment option has been approved for a webshop, you can switch this on and off as you wish; Your payout frequency; The details of the financial and/or technical contact person in your company. This you cannot change: Your address. This is a unique field that is linked to your account. Your URL. Your web address /URL is a unique information item for an added webshop. If you wish to modify your URL, then you can add a new webshop to your account. I want to modify the payout frequency of my webshop. How do I do that? You can choose how often you wish to receive a payout. The frequency can be set in the Kassa Compleet portal. Go to Payouts > Your payment is set at:... > Modify. Alternatively, go to Settings> Payouts> Modify payout interval. You can choose between a daily payout, one or more set days per week, or one or more set days per month. We do not charge for this. Questions frequently asked about Kassa Compleet October

22 Chargeback What is a chargeback? A chargeback is a dispute concerning a credit or debit card payment from your customer, in which the customer claims back the amount paid through his bank. When this occurs, we initiate an investigation. You receive an in which we ask for evidence to indicate that the transaction is correct. The chargeback amount is deducted from your following payout. If we do not receive the information requested from you within sixteen days, we continue to withhold the chargeback amount. If the information you provide forms sufficient evident, we transfer this amount back to you. You can review this in the Kassa Compleet portal. A customer has submitted a chargeback claim, what do I need to do? We send you an in which we ask you to send us evidence to prove the transaction is correct within sixteen days. The documentation requested can be ed to disputemanagement@acceptatie.ing.nl. A customer has submitted a chargeback claim but I did not provide the information requested by ING within sixteen days. What happens now? If you do not provide the information requested within sixteen days, the chargeback amount will be withheld and the payment deemed to be in your customer s favour. Questions frequently asked about Kassa Compleet October

23 PCI DSS What is the Payment Card Industry Data Security Standard (PCI DSS)? The Payment Card Industry Data Security Standard (PCI DSS) is the security and safety standard of the largest credit card companies. This standard is intended to prevent misuse of and fraud with card details. PCI DSS sets requirements to the processing, sending and storing of card details. It is important that you comply with PCI DSS requirements, along with your company. If this is not the case, it can lead to you no longer being able to accept credit or debit card payments and you could be subject to penalties. More information is available on the PCI Security Standards Council website. What do I have to do for PCI DSS? PCI DSS only applies if you accept credit and debit card payments in your Kassa. In order to be compliant with PCI DSS requirements, you must complete an annual questionnaire. For this purpose, we send you an invitation by . You can then answer the questionnaire online. The first time you do this, we will also send you the log-in details. How do I gain access to the PCI DSS questionnaire? You are ed an invitation to complete the PCI DSS questionnaire, which includes your user name and the link to the questionnaire. You will receive the password in a separate . If you have not yet received this , check your junk mail/spam folder. What happens if I do not complete the questionnaire? If you do not complete this questionnaire, we are obliged to shut down the credit and debit card payment method for all of your webshops, because your compliance with the PCI DSS requirements cannot be established. Questions frequently asked about Kassa Compleet October

24 Termination I wish to terminate one of the payment methods in Kassa Compleet. How do I do this? You can easily add or terminate payment methods in the Kassa Compleet portal. To do this, go to Settings and select the webshop in which you wish to make changes. ideal is a standard payment option in Kassa Compleet, so you cannot terminate it. However, for the payment methods Paypal and Klarna you ve agreed contracts with these parties as well. So, for a complete termination, you ll need to terminate your contract with them as well. How can I terminate my Kassa Compleet subscription? You can terminate your Kassa Compleet subscription in the Kassa Compleet portal. Go to Settings > Contract > Terminate contract. This is where you can download, print and sign an application for termination. If I remove Kassa Compleet from my website, do the subscription costs automatically cease? Subscription costs are charged as soon as your Kassa Compleet goes live on your website. Subscription costs stop as soon as your request to terminate your Kassa Compleet subscription has been processed. This is expected to take two working days, depending on the outstanding balance in your account. When does my contract end? The expiry date of your contract is always on the first calendar day of a new month. Be sure to give the desired expiry date at least 15 days beforehand. For instance: if you end it on 19 December, the first option to end is 1 February. After this expiry date, a 6 month period starts in which you still have access to your merchant portal. During this period: transactions that were completed before the termination date will be processed further; You will still be paid if a positive balance occurs; incoming chargebacks can still be charged to tyou; you cannot initiate any new transactions; you cannot refund transactions anymore. After this 6 maonth period, you will no longer have access to your portal. Who in my company is authorised to end Kassa Compleet? The termination form must be signed by a representative who is independently authorised to do so, or 2 representatives who are jointly authorised to do so. After ending your contract, you will have access to the Kassa Compleet portal for six months so you can view the transactions that have taken place. How can I make up a negative balance? Ending your contract takes 2 working days at the most, depending on your balance. We will send a confirmation of the ending of your contract by . A positive balance will be paid into your ING Zakelijke Rekening. A negative balance must be settled before we can end your contract. If this is the case, we will send you an describing how you can do this. Questions frequently asked about Kassa Compleet October