PADLOCK is a PCI-compliant card payment solution, allowing you to take credit and debit card payments in a secure environment and to submit them to a payment service provider for authorisation. If you have the right to take card payments, you will see the button on the Interactions panel during a call.
A customer may be allowed to split a payment over multiple cards (if this option is enabled).
Procedure
Note: (PSTN-paired and deskphone users). The call cannot be placed on hold or transferred during a PADLOCK interaction.
Click the button to commit the change.
The fields that are displayed further below in the panel vary depending on the selected payment service provider.
Note: the transaction type may be limited to 'Create RCP token' for your payment service provider. With this method, you will take the customer's card details but no payment. The system will generate a token (a Payment Service Reference), which the customer can then use to make payments on another system outside storm without having to provide their card details again.
Note: depending on how your system is configured, some fields may be populated already.
Repeat this step to add further additional payments for this card. You can add up to three.
Note: to split a payment across different payment cards, you must complete the first payment and then use the New Payment button as instructed in step 9.
Note: if the customer allows the timeout period to expire without entering the complete number, the call is taken out of locked mode and the entry fails validation. Click the Request Card Number button again to prompt the customer to re-enter the card number.
Note: if the customer allows the timeout period to expire without entering the security code, the call is taken out of locked mode and the entry fails validation. Click the Request Security Code button again to prompt the customer to re-enter the code.
If, on submission, you are presented with surcharge information, click the Accept Surcharge button to include the surcharge amount in the total payment.
Depending on a configuration setting, a payment summary is displayed in the panel along with an indication of whether the payment succeeded. (See also, If a Transaction Fails, below.)
Once the details have been authorised and the transaction has succeeded, a unique Payment Service Reference number for the transaction may be returned by the payment service provider.
Note: for a 'Create RCP token' transaction type, the Payment Service Reference is the generated token, which you should share with the customer so that they can use it to make payments on another system outside storm.
A payment summary is displayed after each payment is submitted for authorisation.
Note: transferring the call to another agent (after closing the PADLOCK panel for PSTN-paired and deskphone users) transfers the payment history to the receiving agent.
On clicking the Authorise button, the system checks that all mandatory information has been entered and will highlight any fields that have not been completed. If necessary, amend the information and press the Authorise button again. The details are submitted to the payment service provider for authorisation.
If the payment fails because the authorisation attempt is rejected or because the details provided cannot be verified, a message is displayed. You may also see a Retry button, which, when clicked, returns you to the Payment Details section of the panel, where you can re-enter the details if required.
If the transaction fails because of a technical problem, the system will return the following message:
"Do Not Resubmit, Payment status unknown, contact your payment service provider".
If you see this message, you will not be able to resubmit the payment. Contact the payment service provider to find out if the transaction succeeded.
If required, you can click the New Payment button to initiate a new transaction.
You can click the Cancel Payment button at any time to cancel the transaction.
Note: you may not be allowed to retry a failed payment or initiate a new one if the PADLOCK panel is controlled by a third-party application such as a CRM system.