In this article we explain step-by-step what you should pay attention to when processing invoice and installment transactions in payever POS.
Present the QR code to the customer and ask him/her to scan it with his/her smartphone. The customer does not need a special app for this but can simply open his camera and point it at the code (the checkout will then automatically load)
The customer enters his name, address, date of birth and contact details and sends the form. The decision on whether to accept this customer's request is made automatically within a few seconds, and if successful the customer is requested to identify himself with an ID. However, if the request is rejected he receives the message to choose another payment method.
Now please open the Transactions app in your payever account. Here you can see a list of all transactions, starting with the most recent. Transactions accepted here initially have the status In Progress, applications rejected by Santander have the status Rejected. Click on the transaction the transaction details.
Let the customer show an ID card or passport and cross-check that the name on the ID document and the name on the transaction match. Customers may not complete the invoice or installment purchase on behalf of someone else.
STEP 5 (optional)
If the customer has entered an incorrect amount that does not correspond to the price of the product purchased, you can now adjust the amount using the Change Amount button in the top right-hand corner. Please note that amounts can only be reduced, and not increased (if the amount is increased, the customer has to send the application again).
By pressing the three-point menu on the top right and pressing Change reference, you can enter your own invoice number if you wish (if you do not do this, payever will automatically assign a randomly generated number).
Also under the three-point menu you will find the option Contract (for installment purchases) or Product information (for invoice purchases). When you click this, a PDF document is generated, which you should print out.
The product information document available for invoice payments is purely informative, so it is sufficient to print out a copy and give it to the customer - or you may skip this step (e.g. if you don't have a printer) as the customer will receive the invoice details from Santander within 24 hours.
On the other hand, you should always print two copies of the installment loan contract and have the customer sign it - give one to the customer, and keep the second one in your files (as you should be able to provide this document to Santander upon request).
Finally, open the three-point menu and click Verify, click the checkbox(es) and press Verify. The status of the transaction changes to Paid, and the process is complete.
In the event of a product return
If a customer would like to return the entire purchase or a part of it, please correct the order accordingly in your payever account.
To do this, open the relevant transaction in the Transactions app and click the Refund button. You can now wither reimburse the entire amount or enter a specific amount to be refunded. If you have reimbursed the full amount, the status is subsequently changed to Cancelled. For partial refunds, the status changes to Refunded.
The customer will then receive a confirmation from Santander by email regarding the cancellation or a new invoice / a new installment plan with the adjusted amount (you do not need to print out a new contract).
My customer was rejected. Can he try again?
If a customer has been rejected, the payment method concerned is initially hidden from the customer, because it usually makes no sense to try again immediately (The only exception is if the customer made a typing mistake in their name or date of birth - in this case the customer should delete the cache of their browser and then scan the QR code again).
However, a rejection does not automatically mean that the customer will be permanently excluded from buying in installments and invoices in the future. It is quite possible that inquiries from the same customer will be answered positively in the future - especially if the amount requested is significantly lower than that for which the customer was rejected.
My customer sees the error message "This retailer does not yet offer a payment method ..." on his mobile phone. What does that mean?
This error message is displayed in the following cases:
- The customer has previously attempted and was rejected - the most common case
The amount entered by the customer is too low (at least €5 for purchase on account, at least €20 for installment purchases) or too high (the maximum is not set uniformly, but is at least €750 - please ask your Santander representative for the exact amount)
The customer has entered an address outside of Germany
No payment method is (yet) activated in your account
I am trying to complete the process but I get an error message - why?
There are several reasons for this, the most common being an expired deadline. First, please check whether the transaction is more than a month old - if this is the case, the finalization period has expired. Regardless of whether you have a deadline or another problem, please write a short message to email@example.com stating the transaction number .
My customer has lost his installments purchase contract / his invoice purchase product information - what can I do?
You can generate the contract or the product information sheet again at any time via payever by clicking on the transaction concerned. In addition, the customer also receives all the necessary information (transfer data, amount, due date) via email.
My customer later exchanged the product for another product with the same value. Is the financing / purchase on account still valid?
If, for example, a customer wants to exchange their purchase due to a defect or an incorrectly purchased size / color, you do not need to notify payever or Santander if the old and the new product cost the same.
I can no longer log in to my payever account, it appears to have been blocked. What can I do?
This happens if you or another colleague has entered the wrong password too often. As a rule, the blockage resolves itself within 20 minutes. If not, please write to firstname.lastname@example.org to have your blockage removed.