CCAvenue

To protect the card owner's privacy, Credit Card companies do not tell the merchant (CCAvenue) the reason why a customer's charge was refused. If an order is refused or declined, your customer should contact his/her Credit Card company and ask the reason why the charge was declined. We however do email you and your customer the message that the order has been refused or declined; and advise the customer to try again with a different Credit Card.

There is no procedure to activate credit cards on your website. These options are automatically available with your account. The only exception to this rule is MasterCard (explained below).

MasterCard is currently available as a payment option for our merchants only through ICICI Bank, Axis Bank, State Bank of India (SBI) and Citibank with whom Avenues is approved as a MasterCard Third Party Processor under the MasterCard Member Service Provider (MSP) Program. Please contact our Compliance team at Compliance@ccavenue.com to activate the MasterCard option on your website. They will verify your documents according to the procedure specified by the banks and get in touch with you in case of any discrepancy or for additional requirements.

In addition to Credit Cards, at present CCAvenue accepts Debit Cards, ATM cum Debit Cards, Net Banking Payments, Cash Cards, Digital and Mobile Wallets, and Mobile Payments.

CCAvenue processes Visa - Electron and Plus, MasterCard - Maestro and Cirrus and RuPay Debit Cards that have been issued by any bank.

To protect the card owner's privacy, banks and card companies do not tell the merchant (CCAvenue) the reason why a customer's charge was refused. If an order is refused or declined, your customer should contact his/her bank or card company and ask the reason why the charge was declined. We, however, do email you and your customer the message that the order has been refused or declined; and advise the customer to try again with a different Debit Card.

There is no procedure to activate debit card option on your website. This option is automatically available with your account.

CCAvenue processes ATM cum Debit Cards of the following Indian Banks: Andhra Bank, Canara Bank, Indian Bank, Indian Overseas Bank, Punjab National Bank and Union Bank of India.

To protect the card owner's privacy, banks and card companies do not tell the merchant (CCAvenue) the reason why a customer's charge was refused. If an order is refused or declined, your customer should contact his/her bank/card company and ask the reason why the charge was declined. We, however, do email you and your customer the message that the order has been refused or declined; and advise the customer to try again with a different Debit Card.

There is no procedure to activate ATM cum debit card option on your website. This option is automatically available with your account.

CCAvenue offers 54+ net banking options. To view the entire list of our partner banks, please Click here

There is no procedure to activate net banking payment option on your website. This option is automatically available with your account.

PayMate and Federal Bank's Scan N Pay.

No, a Cash Card is neither a Credit Card nor a Debit Card. It is a pre-paid Cash Card, which you can purchase at various retail outlets to buy goods and products online.

Currently, CCAvenue has 4 cash card options - Itzcash, iCASHCARD, Oxigen and Paycash.

The cash card option allows customers who do not own credit cards, debit cards, net banking accounts and mobile phones to transact online. However, this facility is limited to Indian customer.

The Cash Card is an extremely safe payment method, as the consumer never enters their Credit Card account/bank account information. The consumer purchases a Cash Card and uses that card to buy goods or services online. In addition, the card has an account number and 4-digit password to help authenticate the online transaction process.

CCAvenue PhonePay is an additional payment-processing option that makes it easier for merchants to accept orders and payments via the telephone easily. It employs advanced phone technology 'Interactive Voice Response System' that allows a computer to detect touch-tones during a normal phone call. So, when a customer calls the call centre to place an order, he is directed through the purchase and payment process by pre-recorded voice prompts. This systematic process will enable you to sell your goods and services via mobile phones or landlines without any hassles.

CCAvenue PhonePay is a secure transaction platform which allows your customer to book and pay for your products and services through a single call at your Call Centre. The booking process is as follows:

• The customer calls your call centre
• The call centre executive (CCE) answers and obtains necessary information from the customer, which is entered into the Merchant CRM Sales Management System on his PC
• The CCE generates a numeric order number on his sales system
• The CCE calls CCAvenue PhonePay and enters
  • the merchant code
  • the numeric order number
  • the amount of the order and
  • the customer's mobile number
• The CCE conferences the customer into the CCAvenue PhonePay system to complete the transaction
• The customer enters his confidential payment information
  • Card Type
  • Card Number
  • Expiry Date and
  • CVV number
  • the customer's mobile number
• The information goes through the payment gateway for authorization
• On receiving authorization, the customer hears a successful transaction message
• The customer will also receive an SMS confirming that the transaction was successful

Note: In case of transaction failure, the customer has 2 more opportunities to enter his payment information successfully.

The One Time Password or OTP is a form of 2nd Factor of Authentication on IVR transactions that will help reduce fraud. The Reserve Bank of India (RBI) has issued a mandate making it compulsory for all merchants in India to collect an OTP in addition to information written on the Credit Cards for all transactions done over phone (IVR) from February 1, 2011 onwards.

Every time they perform an IVR or Mobile application based payment transaction, customers will be required to enter a unique 4 - 6 digit OTP. The OTP is issued by the bank directly to the customer.

To acquire an OTP, the customer will need to follow the process of his respective issuing bank. This could be through an SMS, registration on the website etc.

For e.g. Citibank accountholders will need to SMS OTP XXXX (Last 4 digits of the Credit Card number) to 52484 or 9880752484 to generate an OTP while ICICI accountholders need to log onto https://www.3dsecure.icicibank.com/ACSWeb/EnrollWeb/ICICIBank/main/ivrmPreOTPAuth.jsp to generate an OTP.

Bank Name	How Customers can Generate an OTP	Validity
	OTP will come by SMS to the registered mobile number while carrying out the transaction.	12 hours
	Call 1800 425 2470
	SMS OTP XXXX (Last 4 digits of the Credit Card number) to 52484 or 9880752484 from their registered mobile number.	30 minutes
	Call 1860 266 6601
	SMS PWD XXXX (where XXXX is the last 4 digits of the Credit Card number) to 9717465555 from their registered mobile number Or call any of the customer support number listed here.	2 hours
	Call customer support to get the OTP	Valid indefinitely
	Send SMS 'IOTP XXXX' (where XXXX are the last four digits of the Credit Card Number) to 5676766 from their registered mobile number Or log on here to generate an OTP online.	2 hours
	Call 1800 102 6022
	SBI customers can SMS 'OTP [last 4 digits of the SBI Card]' to 5676791 from their registered mobile number Or log on to www.sbicard.com using their user id & password Or call 1860 180 1291	12 hours
	Visit www.standardchartered.co.in	one IVR transaction or 24 hours whichever is earlier

The validity of an OTP depends on the Customer's Issuing Bank. For e.g. if the validity of a Citibank OTP is 30 minutes; it means that the customer needs to use the OTP within 30 minutes before it expires.

The benefits of using CCAvenue PhonePay as your tele-sales solution:

• 24*7 Operations
• Real-Time Credit Card & ITZ Cash Cards Processing
• Biggest Bouquet of Credit Cards / Cash Cards processed
• Real-Time Web Reporting and Statistics via Web Interface (CCAvenue® M.A.R.S. Account)
• 100% PCI Compliant Credit Card Processing for maximum security
• In-Built Risk Management Engine to mitigate frauds and save you from chargeback related losses
• Zero setup or recurring fixed costs
• Your CCAvenue account works for both your website as well as phone sales

CCAvenue PhonePay is extremely safe. It uses advanced phone technology 'Interactive Voice Response System' that allows a computer to detect touch-tones during a normal phone call. So, when a customer calls your call centre to place an order, he is directed through the purchase and payment process by pre-recorded voice prompts. There is no manual card collection, the customer himself, enters the confidential details related to the payment (such as card number, Expiry Date, CVV number, OTP etc.) through the telephone's keypad. This information is not accessible to the call centre staff and processed through the secure CCAvenue Payment Gateway.

Currently, CCAvenue PhonePay is configured for only two languages - English and Hindi. However, more language options will be added in the near future.

CCAvenue PhonePay accepts credit card payments from MasterCard*, Visa, American Express, Diners Club and JCB and various cash card payments. Debit Cards will be added shortly.
* Conditions Apply

Currently, Net Banking transactions cannot be processed on any IVR solution.

For existing merchants, there is no additional signup process. You simply need to send the Avenues Compliance team an email at compliance@ccavenue.com / contact@ccavenue.com with the subject line "Interested in CCAvenue® PhonePay Solution" and your merchant account details. On receipt of your email, we will reply to you in detail as to how the whole CCAvenue® Process will work and activate the feature in your account. In short, a single CCAvenue® Account works for your online sales (website) as well as your phone sales.

If you do not have a CCAvenue account, you need to register for a merchant account first. Click here to sign up.

For existing merchants there is no setup fee for CCAvenue® PhonePay. New merchants will have to register for a CCAvenue Account and will have to pay the applicable setup fee.

The cost per PhonePay transaction is only an additional per transaction charge of 0.5% + GST, over and above the credit card and cash card transaction charges, that you currently enjoy with your CCAvenue® account.

The cancellation and refund processes for a PhonePay transaction is the same as with any other type of CCAvenue transaction. You can cancel transactions that appear on your list of pending orders from your merchant backend. No special charges will be charged to your account for cancellation of the order. Moreover, you can even cancel/refund an order that you have already shipped. You must first look up the particular order from your M.A.R.S database and access the link appearing at the bottom of the page in order to issue the refund.

The cancellation and refund process for a PhonePay transaction is the same as with any other CCAvenue transaction. The payouts for CCAvenue® Phone Pay transactions will happen in the same cycle as your current CCAvenue® Account.

Once a transaction is successful, you need to collect additional information from your customer for each of the PhonePay orders and update this information in the CCAvenue M.A.R.S. system. You can capture the order 48 hours after the order has been updated. This is to provide the CCAvenue Risk Management team sufficient time to run a thorough risk assessment on each of the orders. The process of capturing the order is the same as with any other type of order which you capture through CCAvenue.

This identifier is used by your web page to communicate with CCAvenue's software. It tells CCAvenue which product is being selected when a customer clicks on the "Add to Cart" button. The 'Product ID Number' can be any combination of letters, numbers, and dashes (-).

The 'Modify Products' screen offers up to three multiple choices per product. These allow the customer to select product varieties (such as size, colour, flavour, etc.) from a predefined list that you have supplied. There is also a customer Text Option available, in case you need customers to type their customization instructions or other information onto the order form. The 'Products' screen supports one customer Text Option per product.

There is no maximum size limit on your Product List. CCAvenue supports several clients with hundreds of products for sale, and we are happy to support catalogues of that size.

Yes. There is a function on your MARS panel which bulk-loads products into the Products List from a file, as long as the products do not have any product options. This feature is used by some of our clients who have a large number of products, and it can save a lot of time.

No. CCAvenue does not permit the sale of adult products. Please refer to the Agreement you have signed with Avenues (India) Pvt. Ltd. Additionally, any product that you want to sell must be legal, for sale and in use in all countries, states, and provinces where you accept customers.

Yes, you can use the service of CCAvenue with a different shopping cart system and use our real- time integration.

Actually, CCAvenue does not use your product photos or other product details. Instead, you will place these materials on your own website and display them for your customers.

The "Settings & Options" screen allows you to change your password at any time. This change takes effect immediately.

Our database does not allow you to change your Client IDs.

How do I handle a situation where I have low quantity available, or only one unit available, of a particular item? CCAvenue does not track your product inventory. After you have run out of a particular item, we suggest that you remove the CCAvenue link for that product from your website, so that it can no longer be ordered. If a customer does place an order for a product that is no longer available, you can visit your Pending Orders screen and cancel that order immediately. There will be no charge to your account for credit card transactions, however for direct debit options there would a charge associated.

The "Settings & Options" screen allows you to change the contact email address at any time. This change takes effect immediately.

The "Settings & Options" screen allows you to change your store name at any time. This change takes effect immediately. This does not affect the name to which CCAvenue issues cheques. The change is effected only on the Shopping Cart screen from which your customers purchase your products.

On completion of an order, the customer sees CCAvenue's "Thank You" page. If you so desire, you may add a link back to your site on this page. The "Settings & Options" screen allows you to set this address and change it at any time with immediate effect.

If you operate several different websites, you will have to create separate accounts for each website. Please refer to the Client agreement that you have signed with Avenues (India) Pvt. Ltd. which clearly states: One account for one Website. Customers will not be able to see products available on your other websites.

If you operate several different websites, you will have to create separate accounts for each website. Please refer to the Client agreement that you have signed with Avenues (India) Pvt. Ltd. which clearly states: One account for one Website.

Here are the guidelines used by CCAvenue while giving client information to customers.

Email address: This is completely public to all customers. The client's email address is contained on all correspondence to the customer regarding their order, and on the webpage interface that the customer sees when placing an order.

Payable Name / Mailing address: This information is not released to customers, or to any other parties. CCAvenue does not disclose your Payable Name or Mailing address to anyone unless required by law.

Telephone Number: CCAvenue encourages our clients to list a telephone number directly on the website if possible. This makes for the best kind of customer relations. We recognize, however, that not all clients are ready to list a telephone number on their websites. In these cases, CCAvenue will usually not give your telephone number to customers. We encourage customers to contact you by email first. But in cases where a customer is uncomfortable receiving only an email address, or if they specifically emphasize that they would like the phone number, then we will agree to provide it.

Under the original M.A.R.S system, you had the entire 12 days to capture pending orders. Now, during the first 24 hours of an order being placed, you will not be able to capture the order. Instead this time will be utilized by our Risk Department to manage transactions, analyze and ascertain the level of risk of the orders. After 24 hours, you may begin capturing pending orders for the next 11 days.

After a customer places an order, CCAvenue immediately sends an Order Confirmation to the customer's email address on your behalf. This can also be used as an invoice or receipt, if the customer chooses to print the email message. CCAvenue's system processes the orders in real time.

If you want to check the status of an order that has been placed, you can look it up in the "Main Menu" screen. This allows you to enter a CCAvenue order number and view the current status. If you do not know the CCAvenue order number, please ask the customer who placed the order for this information.

CCAvenue's system sends an email message to the customer after an order has been placed. We do not send an additional message when the order is shipped. However, you are welcome to send that message. You may want to include an estimate of the date the order will arrive, plus a reminder that the charges will be billed by Avenues (India) Pvt Ltd. or CCAvenue.com. This is an excellent way to maintain good relations with your customer.

To cancel your order:To cancel an order that you have not shipped, go to the Pending Orders screen to see a display of your pending orders. Check the CANCEL option for the order you want to cancel, and click the "Update orders" button at the bottom of the page. This will automatically refund the charges back to the customer's Credit Card. No charges will be charged to your account for cancellation of the order.

To ask for a refund of already shipped order:To cancel an order that you have not shipped, go to the Pending Orders screen to see a display of your pending orders. Check the CANCEL option for the order you want to cancel, and click the "Update orders" button at the bottom of the page. This will automatically refund the charges back to the customer's Credit Card. No charges will be charged to your account for cancellation of the order.

To partially capture an order:To partially capture an order, go to the Pending Orders screen. Here you have the facility to partially capture any pending order amounts. Needless to say, the amount should be less than the total amount of the order.

You can look up the order number in the "Information & Help" screen. If the status code indicates that the refund is pending or complete, or that the order was cancelled, then that serves as your confirmation.

• Your browser program or your firewall security system may be set to "Disable Referrer Logging". If referrer logging is disabled, CCAvenue cannot track the source of your order.
• This error can also occur if you are clicking on the CCAvenue link from an email message, instead of visiting the seller's website first and clicking on the link from there.

If you are executing the activities of a Webmaster for your site:

• You may be viewing a local copy of your web page from a disk drive, instead of viewing the page on the Internet. Please upload (publish) your web page to an Internet address, and then try clicking the link again from the Internet version of your web page.
• You may be using a different type of CCAvenue link than the HTML code provided to you by CCAvenue. For example, Java rollover buttons and HTML "submit" forms can sometimes cause this error to occur.

If you have inserted the HTML segments and published your web page on the Internet, you can use any of the 'Help Desk' screen features. Just let us know the web page address (on your website) where we can observe the problem, and we will usually be able to diagnose it quickly. If you do not know how to insert the HTML links, or how to put your web page onto the Internet where we can observe it, then we will not be able to assist you at that point. You would need to obtain assistance from someone with HTML web authoring skills, (such as a friend or colleague).

If you have inserted the HTML segments and published your web page on the Internet, you can use any of the 'Help Desk' screen features. Just let us know the web page address (on your website) where we can observe the problem, and we will usually be able to diagnose it quickly. If you do not know how to insert the HTML links, or how to put your web page onto the Internet where we can observe it, then we will not be able to assist you at that point. You would need to obtain assistance from someone with HTML web authoring skills, (such as a friend or colleague).

The shopping cart "locks in" some of your store data when a customer first begins shopping. This avoids confusion caused by price change that may occur when a customer shops. Please read "Generate HTML" instructions, which describes how to delete the current shopping cart after you have made changes, in order to see those changes while testing.

Yes, sometimes the same item is listed more than once. This is because you previously added those other items to the shopping cart during your testing process. The other items will stay there (even for several hours) because the CCAvenue payment gateway remembers which items you previously put into the cart. If you want to delete your current shopping cart, you can read the "Generate HTML" page for instructions on how to do this.

These instructions are located on the shopping cart screen. To delete an item, change the quantity to 0 or replace it with blank spaces.

CCAvenue's software is web-based, and no paper receipts or invoices are generated. If you need to generate a paper invoice (hard copy), you can print out the order from an email message, or from the Order Inquiry screen.