Frequently Asked Questions

  • Where do I find my transactions?

    In your Ogone account menu, you can easily lookup your transactions by choosing "Operations" and then clicking either "View transactions" or "Financial history", depending on the type of transaction results you're looking for.

    Go to Consult your transactions for more information.

  • How do I know if my payment has succeeded?

    This depends on the payment method and the process behind it.

    Generally speaking, if the transaction status is "9 - Payment requested", no action is required anymore, and you will usually receive the money with the next payout of the acquirer. If the status is "5 - Authorised" (which can be the case for credit card transactions), it means the transaction is authorised but you still need to confirm it to receive a payment.

    A list of possible statuses and their meaning is available in Transaction statuses.

  • What is the difference between View transactions and Financial history?

    If you want to check specific details of an order/transaction or perform maintenance on transactions, you should use View transactions.
    Financial history is the most convenient to periodically check incoming and outgoing funds per (batches of) transaction(s), and perform reconciliation.

    For more information, go to View transactions vs Financial history

  • With which status can I send my goods/deliver the service?

    By default you can send goods or deliver your service once a transaction has reached the status "5 - Authorised" or "9 - Payment requested". However, although status 5 is a successful status, it's only a temporary reservation of an amount of money on the customer's card. A transaction in status 5 still needs to be confirmed (manually or automatically), to proceed to status 9, which is the final successful status for most payment methods.

    Go to Transaction statuses for more information.

  • What does the green thumbs-up icon mean? Will I receive my money?

    A full green thumbs-up icon means that the transaction was completed with a 3-D Secure authentication method, such as Digipass or a card reader. However, it doesn't necessarily mean the payment itself was processed successfully. Therefore, you should always check the transaction status to know whether you'll receive your money.

    Go to Transaction statuses for more information.

  • Why haven't I received my money, even though the transaction status is 9?

    Once a transaction reaches status 9, meaning that the customer has paid, the acquirer or bank will deposit the money to your account. The time when this payout occurs differs per payment method and acquirer. We recommend you to check directly with the acquirer or bank, if you believe you're not receiving your money in a timely manner.

  • How do I refund a payment?

    You can easily refund a payment with the "Refund" button in the order overview of a transaction (via View transactions). If your account supports it, you can also make refunds with a DirectLink request or with a Batch file upload (for multiple transactions).

    Please note that the Refunds option has to be enabled in your account.

    Go to Maintain your transactions for more information.

  • What is the difference between a refund and a cancellation?

    You can only perform refunds on transactions for which the funds have already been transferred to your bank account.

    A cancellation or deletion can be done before a payment has been fully processed, i.e. before the daily cut-off time at the acquirer, at which point all transactions of the previous day are processed.

    To know the cut-off time of the acquirer, we recommend you to check directly.

  • I refunded a transaction, but it is in status 7. Did the refund succeed?

    Status 7 (Payment deleted) means you cancelled/deleted the payment before it was processed, whereas a status 8 (Refund) only applies after the payment is processed.

    Go to Transaction statuses for more information.

  • Why can't I refund my payment?

    There are different reasons why you can't refund a transaction. You need to consider the following (with the condition that the Refund option is enabled in your account):

    • The transaction is in an "incomplete" status, such as a pending or erroneous status (91, 93 etc.) that doesn't allow the refund operation.
    • If the transaction is authorised (status 5), at which point no payment has been made yet. In this case you have to cancel the authorisation instead of refund.
    • The used payment method doesn't support the refund functionality, which can be the case with certain debit cards, web banking methods and "offline" payment methods such as Bank transfer.
  • Where can I see the log data of a transaction?

    You can find all the transaction data and history in the transaction overview, via View transactions and Financial history in your Ogone account.

  • What is a PSPID?

    PSPID stands for payment service provider ID.

    The PSPID is the name you're registered with at Ogone to identify the business your account is linked to.

    You need your PSPID and password to log in to your Ogone account.

  • What is the difference between the SHA-IN and SHA-OUT passphrase?

    The SHA-IN passphrase is the key that is used to verify the input parameters of a transaction. The SHA-OUT passphrase is the key that is used to verify the returned parameters, once a transaction is completed.

    Go to SHA-IN and SHA-OUT for more information.

  • What is the difference between Sale and Authorisation?

    In the "Global transaction parameters" tab of your account's Technical information page, you can choose between Sale and Authorisation as the "Default operation code".

    For some payment methods (mainly credit cards), transactions are performed in two steps: the authorisation and the data capture (payment request):

    • During the authorisation step, the transaction amount is either reserved on the customer’s card or account, or the request is matched against a blacklist (for fraud detection).
    • In the data capture (payment request) step, the acquirer is requested to take the reserved amount from the customer’s card or account and transfer it to your bank account.

    Based on these two steps, you can choose between two default operation codes:

    • Authorisation: our system will only ask for an authorisation, in order to have the authorisation and payment request performed separately at different times (the money remains on the customer’s account until a payment request has been performed).
    • Sale: our system automatically requests the payment (transfer of the amount), immediately after a successful authorisation. This procedure is often used for goods/services delivered online.
  • What is the difference between the post-sale URLs and the redirection URLs?

    Both the redirection and post-sale URLs can be used to send feedback to once a transaction is completed. The main difference is that on the redirection URLs no feedback can be sent if the customer has left the payment page before being redirected to a redirection URL, whereas the post-sale URLs can also receive delayed feedback.

    Go to Transaction feedback (e-Commerce documentation) for more information.

  • What are the different ECI values good for, and which one should I use?

    ECI (Electronic Commerce Indicator) values are used to indicate to the acquirer what the source of a transaction is, e.g. MOTO (mail/telephone order), e-Commerce (with and without 3-D Secure), etc.

    In the acquirer agreement is defined exactly what type of transactions you can process, and thus what ECI values can be used.

    With Ogone e-Commerce, the ECI is automatically determined. In case of Ogone e-Terminal, DirectLink and Batch, you can overwrite the default ECI by submitting another ECI value in the transaction details.

    A default ECI value is automatically configured in your Ogone account, based on your account type.

    The ECI values you can configure in your account (via Configuration > Technical information > Global transaction parameters > Default ECI value) are the following:

    ECI value Description
    1 Mail order/Telephone order (MOTO)
    2 Recurring payments coming from MOTO
    3 Installment payments
    4 Manually entered (card present)
    7 E-commerce with SSL encryption
    9 Recurring payments from e-commerce
  • What credit cards can I use for testing?

    You can use the following card numbers to make test payments in the test environment:

    Payment method Test card number
    VISA 4111 1111 1111 1111
    VISA with 3-D Secure 4000 0000 0000 0002
    MasterCard 5399 9999 9999 9999
    MasterCard with 3-D Secure 5555 5555 5555 4444
    American Express 3741 1111 1111 111
    American Express with 3-D Secure 3714 4963 5311 004
    Maestro 6759 6498 2643 8453
    JCB 3530 1113 3330 0000

    In your test account you can find more and/or other test numbers via Configuration > Technical information > Test info.

    Note: You will only see the card numbers relevant to the cards you have activated in the Payment methods section of your account.

*Call Charges: The following is a guide to call charge information from Business landlines within the UK.

Barclaycard is a trading name of Barclays Bank PLC. Barclays Bank PLC is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register number: 122702). Registered in England. Registered No. 1026167. Registered office: 1 Churchill Place, London E14 5HP

Barclays Bank PLC subscribes to the Lending Code which is monitored and enforced by the Lending Standards Board. Further details can be found at www.lendingstandardsboard.org.uk escape arrow


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