Frequently Asked Questions
Technical and Security
How secure is WorldPay?
WorldPay uses state of the art security tools and techniques, both proprietary and unique,
to ensure that you and your shopper are protected against what is nowadays a virtually
non-existent risk. Our systems also have inbuilt system redundancy and fault tolerance,
to provide you with a virtually uninterrupted service 24 hours a day, seven days a week.
Our systems have evolved over many years and throughout our history we have continuously
sought and gained bank approval for our systems.
If the shopper keys in their card details at home or in the office, surely they are not encrypted until
after they arrive at the WorldPay system?
Using industry standard SSL, Thawte and WorldPay unique encryption systems, this is not actually the case.
When the shopper fills in the payment form and clicks the submit button, their details are not sent straight
away. What actually happens is that a secure link is set up between the shopper's browser and WorldPay and
an encryption code is requested and received, which then wraps the order and transaction details before
leaving the shoppers premises. To see a fuller example of this in action, please click here.
Will I need to arrange secure server facilities for my web site?
No, WorldPay provides all the facilities you need to pass transactions securely over the internet.
What security measures must we undertake for our systems to be acceptable to a processing bank?
By working with WorldPay, who will authorise you for use of payment processing facilities online,
which includes a QA check of your site, no further bank approval is necessary.
Can I FTP to the secure server?
No, to protect our systems and customers peace of mind, FTP is not allowed to the secure server.
What level of encryption do you have on the WorldPay server?
WorldPay use Thawte 2048 bit encryption systems. At the browser 128 Bit SSL is used.
Why is the testing/QA process so extensive?
This process ensures that integrity is maintained at your end of the transaction process,
and to ensure that integration (if you have carried this out yourself rather than using a
pre-integrated system such as Click and Build) has been carried out correctly. The whole process has
been designed to ensure that no problems occur when you launch your site, reducing the risk of chargebacks etc.
Can I host Click and Build on my own server?
Yes, Click and Build was designed so that it can be housed on any server, regardless of what it is.
In addition to the more mainstream UNIX and NT servers, we also have live sites operating OS2 and
Mac operating systems.
How do I integrate my web site to WorldPay?
If you are not using a pre-integrated solution, such as Click and Build, you will receive
technical documentation and access to our technical support team in order to assist you with this process. You can also
use the Integration Service available from TecknaPay.
Do I need to know HTML?
If you are not using Click and Build, this may be necessary if you are using a third party product.
It will be essential if you are building your own store. With Click and Build, any skill level is accommodated,
and novice users can build their own stores with ease.
Where can I find a good HTML resource?
If required, the TecknaPay design consultancy team can assist you. Simply email
support@teckna.com with your customer ID number.
Does each customer get their own CGI-BIN?
Click and Build, in combination with WorldPay, precludes the need for a CGI-BIN.
Do WorldPay use SET?
WorldPay does not use SET as it is not an international standard. However, we do
utilise our own variant of this to ensure our clients peace of mind.
Can I use any ISP to connect to WorldPay?
Yes, connection to WorldPay takes place using the industry standard HTTP or HTTPS via your browser.
I am building a database of products, what format should the data be in?
Dependent upon the store you will be using to advertise your products, the format could vary enormously.
With Click and Build, probably the easiest, cheapest method is to build your database in either Excel or Lotus 123.
What is a digital certificate?
A digital certificate is an electronic document that is passed between a browser and a
server, in order to verify the identity of the senders identity.
What factors affect the speed of my site?
There are many factors that could affect the speed of your site, for example the speed
of the visitor's modem, the power of the host server, the size of your catalogue,
the size of the images within your catalogue, the method of searching for goods etc.
In what format will I receive order information?
WorldPay can dispatch confirmatory order information in whichever format you require.
Does Click and Build require me to purchase any database software licences?
No, Click and Build comes supplied with its own database, reducing your purchase costs dramatically.
Can WorldPay handle multiple simultaneous transactions?
Yes, we have many machines that handle our transactions, each with their own secure
connections to our processing banks. Should any individual machine be busy when your
transaction request arrives, the next available machine will be used. This enables
us to process any number of transactions quickly regardless of the number arriving for processing.
How do we feed the information from our shopping system to the payment page, and vice versa?
A variety of methods could be used, each of which is laid out in our integration guides.
Note that if you are using a pre-integrated system, such as Click and Build, this issue does not arise.
What technical support will be available?
For users of Click and Build, technical support in the conventional sense is not required,
and is restricted to design support only. For clients developing their own systems,
integration documentation and technical support are both provided by WorldPay.
Financial and Customer Management
I already have a Customer Account for credit cards. Do I need anything in addition?
Yes, you will need a separate internet trading account in order to process payments online.
This is unrelated to your existing facilities and does not have to be with your existing bank.
Click here to view WorldDirect information.
Do we need to have a web site before we can apply for WorldPay facilities?
No, your storebuilding process and acquisition acceptance can take place simultaneously.
Using WorldPay's storebuilder, Click and Build, you could be trading in as little as two
working days.
I've designed a web site. How can I turn it into an eCommerce site and start taking orders?
Apply for both WorldPay and Click and Build, and your existing web site could front both.
Can I operate my WorldPay account from more than one web site?
You may operate from as many web sites as you wish, so long as the products you are
selling have been agreed with WorldPay in advance.
Once my site is trading, can I increase the amount of products I am selling?
You may sell as many products as you wish, providing none of them are on WorldPay's prohibited list.
Once you have been approved, provided your focus remains the same,
there should be no issue with prohibited goods.
Does the message that WorldPay send back to the customer to confirm payment also include
information about what the shopper has actually bought, so that I know what I have to deliver?
Yes, the WorldPay system can do this, providing your shopping system can read the transmission.
Fully integrated systems such as Click and Build already have this facility inbuilt.
Do I have to have my own web site?
All customers must have their own web site. WorldPay does not host sites directly,
but can arrange facilities with one of our ISP partners if you wish. The WorldPay
payment page is the only part of your site that we house, which means that you do
not have to acquire secure server facilities with these ISPs.
How do I apply for WorldPay and/or Click and Build.
Click here to apply and pay online.
Alternatively, call our sales line on +44 (0)870 742 7001.
What does WorldPay and/or Click and Build cost?
Click here to view our pricing.
Can I take payments from shoppers in other currencies?
Yes, WorldPay and Click and Build are fully multi-currency enabled. Your shoppers can
choose to view your prices in their own currencies (allowing them to make 'value for money' judgements),
then they can buy from you in that currency. Your account will receive the amount in which you
originally priced the goods, in your own currency, and your shopper will see the amount for which
they bought their goods on their card statement, in their own currency. WorldPay absorb all the
exchange rate differences so no additional charge is made to you for operating your account in multi-currency.
Each multi-currency account comes with an initial 3 currencies.
What if I require more than 3 currencies?
Additional currencies can be added for £50 per currency.
I've been in business for less than a year/I am not a limited company … will I qualify for a WorldPay account?
Unlike other processors, WorldPay operate our own acquisition facility, WorldDirect,
that provides payment facilities for people in your situation as an alternative to
direct bank acquisition. Contact our call centre on +44 (0)870 742 7001 if your require
additional information about WorldDirect.
Will I need a new bank account?
Not necessarily, though you will need an account in the name of your business.
Your funds can be settled into an account almost anywhere in the world.
What's the lowest value transaction I can put through my account?
WorldPay's standard solution allows a minimum £2-£3 (or local equivalent).
The highest possible transaction is purely down to customer card limits.
How long does it take to clear a WorldPay transaction?
Once the transaction reaches our servers, clearance takes a matter of seconds.
How do I issue a refund to my shopper should that be necessary?
WorldPay provide secure online refund facilities, that you control yourself,
as part of their Customer Management System.
How soon after the transaction has taken place will you remit into my account?
Dependent upon the acquisition method used, your account could be remitted in a matter of days.
Can my Customer Account be used for two companies/Can I order the goods from a third
party when I receive my orders, then ship them when they arrive?
No, the customer must own the goods that are advertised for sale on their web site.
How long will it take for my application to be processed?
If all the requisite information is provided to WorldPay by return,
you could be approved as a WorldPay customer in as little as two working days.
Can I sell anything online?
WorldPay have a list of prohibited goods and services, such as pornography and unlicensed gambling.
What is a chargeback?
A chargeback is the forced reversal of a transaction by the cardholders card issuer.
Chargebacks are raised when we receive notification from our bank that the cardholder's
card issuer has received a 'notice of dispute' from the cardholder. In certain circumstances
we are able to ask you for information that we can offer in defence of this. In other
circumstances (for example fraud) a chargeback is made immediately.
What cards will I be able to accept?
You will be set up with the following cards automatically:
Visa
Mastercard
Eurocard
Visa Debit
Switch
Solo
Delta
JCB
WorldPay can also accept the following cards, however you must apply direct to the Card Scheme:
Solo
Delta
Please Note: Due to Card Scheme regulations, WorldDirect customers can currently only display the
Card Scheme logos on their payment pages.
How can I test my site is processing cards properly, either before or after it launches?
We hold a list of card numbers that produce known responses. To test the results themselves,
you must use these numbers yourself and inform us of the result by email. If successful, our
support team run tests of their own and advise you of success or failure (the latter is more
common with 'custom' integrations, rather than a tried and tested integration such as that between
WorldPay and Click and Build).
Why did my card get declined?
There are many reasons why a card may be declined, for example an invalid card number or expiry date,
non-entry of the issue number when using a switch card etc. Please check that you are entering your
details correctly and that your card has not expired.
How can I reconcile my transaction with my bank statement?
WorldPay has an online query and reporting system, CMS. Supplementary to this,
Click and Build users have a report writing system that reports on orders,
shoppers and stock, as well as transactions.
Do I have to pay bank or card company fees in addition to WorldPay's?
No, all additional fees are encompassed within WorldPay's.
Do I have to bank with my processing bank?
If you are processing directly through HSBC or Lloyds/TSB you must bank with them.
If you are processing directly through Barclays, you may bank anywhere within the UK.
If you process through WorldDirect or NatWest, you may bank anywhere in the world.
What currencies are available?
WorldPay currently accepts over 120 acquisition currencies,
a full list is available on request and on our application form.
Can I add more processing currencies to my account after my site has launched?
If you are processing using WorldDirect or NatWest, you may add more currencies at any time.
How do I become a WorldPay customer?
Click here to apply online.,
or telephone our office on +44 (0)1920 460 197 to
request dispatch of an application form. Acceptance of your application is dependent
upon the information submitted.
What appears on the shopper's card statement?
If you are a bank acquired customer, your company name appears on the statement.
If you use WorldDirect, both your company name and WorldPay will appear.
How are my exchange rates updated?
There are various methods of achieving this, but WorldPay can update the rates for you
on a daily basis if you prefer. Within Click and Build the rates are updated for you.
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