Questions frequently asked about Kassa Compleet · your customers with the most frequently used...

Questions frequently asked about Kassa Compleet

Questions frequently asked about Kassa Compleet April 2018 2

General 3

Kassa Compleet Portal 4

Apply for Kassa Compleet 6

Payment methods within Kassa Compleet 9

Integrate into your webshop 12

Rates and payments 14

Transactions 17

Changes 22

Chargeback 23

PCI DSS 24

Termination 25

Contents


General

Kassa Compleet is the internet cash till from ING through which you can provide your customers with the most frequently used payment methods Your customers can pay with iDEAL credit card Bancontact or bank transfer for example Kassa Compleet is easily integrated into your webshop Using the Kassa Compleet portal you can easily monitor payments from your customers view your invoices download transaction reports and change your personal information Kassa Compleet is available in Dutch and English

What payment options can I offer my customers with Kassa CompleetYou provide iDEAL as a standard payment method with Kassa Compleet In addition you can opt to accept payments using MasterCard Visa Bancontact bank transfers Maestro V Pay PayPal Klarna and AfterPay

Dutch debit cards cannot be used for online Maestro and V PAY payments However Belgian and German debit cards can be used most of the time Hence these payment methods are of interest if you also wish to serve customers in these countries

Is Kassa Compleet only suitable for online merchantsKassa Compleet is a total solution for companies that sell products and services through a webshop In addition Kassa Compleet is also ideal for Organisations and Foundations for receiving donations

Can Kassa Compleet be connected to a physical POS systemIt is not possible to connect Kassa Compleet to a POS system (fi to let customers pay with Kassa Compleet payment methods in your physical shop)


Kassa Compleet Portal

What is the ING Kassa Compleet portalIf you opt for Kassa Compleet you are granted access to the ING Kassa Compleet portal This is an online dashboard which gives you insight into the transactions in your webshop(s) your turnover and payments your invoices and your account details The information on this portal is in real time

How do I acquire my log-in codes for the ING Kassa Compleet portalWhen you apply for a free test account you receive an email with a link to activate your account for the ING Kassa Compleet portal The link in the email is valid for one week When your activation link expires you can contact ING An ING employee can then resend you the invitation with the Kassa Compleet portal activation link

I have lost my password How do I request a new passwordIn the Kassa Compleet portal log-in screen click on Password Forgotten You will then receivereceive an email with a link to change your password

How do I give my employees access to the Kassa Compleet portalYou yourself can grant your employees access to the ING Kassa Compleet portal Click on Settings and select Users You can also create different roles for different user groups

My financial contact person has no access to the portal How can I change this In the Kassa Compleet portal you can change your financial contact person through Settings gt Account You can add a new user for access to the portal through Settings gt Users

I want to give my employee access to the Kassa Compleet portal but the activation link in the email has expiredThe new user receives an email with a link to activate his user account This link is valid for one week When this link is no longer valid then your admin user can change the status of the new users in the portal from inactive to active This is done in the portal through Settings gt Users gt Select users gt Modify details The new user can then click on Password Forgotten in the Kassa Compleet log-in screen to change the password ING employees can see the status of your users but they cannot change their status Only your own admin user(s) can do this

My admin user is leaving the company How do I ensure that my admin userrsquos rights are transferredYour admin user can designate admin rights to other users These (new) admin users can then set the admin user who is leaving the company to inactive

Can the Kassa Compleet payment page be shown in English on my websiteThe Kassa Compleet payment page changes into English for the end customers if the end user changes the website language into English


Is the Kassa Compleet portal also available in EnglishKassa Compleet can be used in Dutch and in English You can change the language at account level and at user level The language at account level (Settings gt Language) is definitive for all application and modification forms which must be signed The language at user level (Personal settings gt Language) is the language that the specific user sees in the portal and this can differ per account level

I would like to receive paper accounts overviews is this possible via Kassa CompleetNo this is not possible All overviews can be found in the ING Kassa Compleet portal You can download and print the overviews


Apply for Kassa Compleet

How do I apply for Kassa CompleetIf you wish to apply for Kassa Compleet follow these steps1 You first apply for a test account via our website httpsportalkassacompleetnlauth

signup You are then sent an email with log-in details for the Kassa Compleet portal Now you can look around in the portal starting with the integration of Kassa Compleet and carry out some test transactions

2 You can then apply for Kassa Compleet with your test account There is a PDF file available in the service tab of your Kassa Compleet portal with the name lsquoApply for Kassa Compleet ndash How it worksrsquo This contains screen shots of the application process with additional information

3 After you have received confirmation of your application (within five working days) and you have integrated Kassa Compleet into your webshop you can go live Your customers can then make payments in your webshop You can offer iDEAL as a standard means of payment

4 If you also wish to accept payments to your webshop using credit cards and debit cards we carry out additional inspections as do the credit card companies We will inform you of the result of these inspections within ten working days As soon as you have received confirmation of these you can also receive credit card and debit card payments in your webshop

5 If you want to make use of the payment methods Paypal AfterPay and Klarna you will also need a seperate contract with these parties They will also carry out additional inspections As soon as you have received confirmation of these you can also receive PayPal AfterPay and Klarna payments in your webshop

What do I need to have in order before applying for Kassa CompleetIn order to be able to use Kassa Compleet with the standard payment method iDEAL you must comply with the following conditionsbull You have a Business Account with ING (not a third-party funds account)bull Your webshop is ready and already onlinebull Your products are visibly availablebull Your general conditions are on your websitebull Your webshop complies with the rules of the lsquoConsumer and Market Authorityrsquo This is why it

is important to state the following clearly on your website - the name of your company as registered with the Chamber of Commerce - the geographical address - your contact details (an email address at least) - your registration number with the Chamber of Commerce - And your VAT number (exceptions for foundations which have no VAT number)bull The products andor services you supply on your website do not cause any damage to the

image of Kassa Compleet or to that of any payment brand such as iDEAL MasterCard or Visa The overview above provides only the most important conditions in order to be able to apply for Kassa Compleet


What do I need to have in order before accepting credit card payments through Kassa CompleetIn order to also be able to accept credit card payments in Kassa Compleet you must comply with these terms amp conditionsbull You comply with the terms amp conditions for Kassa Compleetbull You comply with the conditions stated in lsquoWhat do I need to have in order before applying

for Kassa Compleetrsquobull The following items must be clearly stated on your website for your customers - Your privacy statement in which you explain how you handle the personal information of

visitors to your website - Your return policy your customers are entitled to return the article ordered within fourteen days - Your conditions of delivery legally you are obliged to deliver within thirty days unless you

agree a different delivery time bull Your domain is registered in the company namebull Do you also deliver to other countries Then your website including the general terms amp

conditions and privacy statement must also be available to your customers in English The overview above provides only the most important conditions in order to be able to apply for Kassa Compleet

I have several webshops Do I have to make a separate application for Kassa Compleet for each webshopYou only need one contract and application to organise the payment traffic to several webshops You can use one Kassa Compleet subscription with one IBAN accounting number per PLC (registered with the Chamber of Commerce) with several webshops For this you pay a one-time subscription fee You submit which payment methods per webshop you would like to provide

For how long is the contract for the Kassa Compleet product validThe Kassa Compleet contract is valid for one year and is renewed automatically

How do I know if my application for Kassa Compleet has been acceptedAfter applying for Kassa Compleet you receive a confirmation email within five working days You can also view the status of your application in the Kassa Compleet portal Have you also applied to accept credit card and debit card payments Then we will send you a response relating to this within ten working days

How long does it take for my contract to be activatedYou receive your free test account by email immediately after submitting your application Then you can start integrating Kassa Compleet into your webshop(s) and carry out test transactions After you have applied for Kassa Compleet you will receive notification of approval of your application within five working days Then you can set your Kassa to live and receive payments in your webshop You pay subscription costs from the time the Kassa goes live

If you have applied to accept credit and debit card payments we will carry out an additional evaluation You will receive a separate notification relating to this within ten working days

Why does my account show credit cards ldquoYesrdquo while my application for credit cards has been rejectedCredit card acceptance is granted per individual web shop It is possible that your business was successfully screened for credit cards but a specific web shop was rejected


I have applied for Kassa Compleet and received an adjustable refusal Where can I find what I need to adjust When you search for your application in the Kassa Compleet portal and click on the (i) then the adjustable points are displayed as these were shown in the email There is also a pop-up screen that states what adjustable points are there

I have applied for Kassa Compleet and received an adjustable refusal Now I have completed the necessary changes How can I reapplyIn the Kassa Compleet portal you will see a pop-up that states that something in your application is not correct The email that you have received will state why the application is currently rejected When you have sorted out the reason for rejection then you can resubmit your application in the Kassa Compleet portal You can do this by going to the applications overview by clicking on lsquoGo to my applicationsrsquo or on Settings gt Applications By clicking on Application ID the details you have entered in your earlier application are displayed Here you can enter whatever correct information is necessary When all details are correct you can regenerate the application form sign it and upload it Your application will be reviewed

If you have added the missing Chamber of Commerce registration number andor VAT number to your website for example you do not need to change anything


Payment methods within Kassa Compleet

What payment options can I offer my customers with Kassa CompleetYou provide iDEAL as a standard payment method with Kassa Compleet In addition you can opt to accept payments using MasterCard Visa Bancontact bank transfers Maestro V PAY PayPal Klarna and AfterPay


I want to provide iDEAL only in my webshop Would a Kassa Compleet subscription be better or should I apply for an iDEAL-only subscriptionKassa Compleet provides the iDEAL payment method as standard A lower transaction rate applies for an iDEAL transaction within Kassa Compleet than for an iDEAL transaction within a separate iDEAL subscription

The advantage of Kassa Compleet is that you can also easily provide other payment options such as credit cards in addition to iDEAL In addition Kassa Compleet provides a well-organised dashboard in which you can generate a number of reports and follow the status of several payments You can also choose how often you want Kassa Compleet payouts to take place and you can link more webshops to one subscription

I have an iDEAL contract with ING Can I use this for Kassa CompleetIn order to transfer to Kassa Compleet you must first apply for Kassa Compleet Is your Kassa Compleet live Then you can cancel your iDEAL contract

When applying to accept credit and debit card payments can I choose which payment methods I wish to provideWith applications to accept payments with credit and debit cards we offer MasterCard Visa Maestro and V PAY as standard Choosing individual cards is not possible

When do I see the lsquoCredit cardrsquo payment optionA new credit card transaction is initially displayed with the lsquoCredit Cardrsquo option As soon as the system recognises what type of card it is then the specific card type such as lsquoMasterCardrsquo or lsquoVisarsquo is displayed

When accepting credit and debit card payments can I set a time limit in which the transaction must be actually carried outThis is a lsquodelayed capturersquo This means that you can set the number of days after which your credit card buyer has bought something (authorisation) for the transaction to be put through for further processing (capture) The capture delay is two days maximum Delayed capture is unfortunately not yet possible within Kassa Compleet

Can I reserve an item on a credit card without payment going throughNo the pre-authorisation function is unfortunately not yet possible in Kassa Compleet The pre-authorisation function means that you can only authorise this (a hotel reservation for example) with lsquopre-authorisationrsquo You can still carry out the transaction at the moment that it actually takes place (such as when you go to the hotel)


How does the lsquoBancontactrsquo payment option work You can choose whether you wish to provide your clients with the Bancontact payment option Bancontact allows Belgian account holders to buy on-line using their bank card

How does the lsquoBank Transferrsquo payment option work You choose whether you wish to provide your customers with the option of payment by bank transfer If your customer has opted to pay by bank transfer then you will be able to see this in the transactions overview in the Kassa Compleet portal There are no specific costs linked to this payment method

How does the payment method Klarna work Klarna is a payment method that enables consumers to pay to Klarna after actually receiving of the order Klarna analyses each transaction and (if approved) covers the risk of no-payment Kassa Compleet consolidates all Klarna payments into your regular pay-outKlarna requires to agree a separate contract with you next to your Kassa Compleet contract Klarna payments are paid out weekly two weeks after the shipping date of the order

How can I apply for KlarnaTo accept Klarna in your web shop you need a separate contract with Klarna next to your ING Kassa Compleet contract Once you apply Klarna in your ING Kassa Compleet portal we will forward your application request to Klarna Klarna will further contact you to conclude a contract

How do I test Klarna transactionsKlarna requires you to perform some test transactions before you can start accepting Klarna transactions

To do this we automatically create a webshop called lsquoTEST Klarna ltyour webshop namegtrsquo per webshop mentioned in your Klarna application This webshop is especially created for your Klarna test transactions Further you need to use the API key of this test webshop to perform your test transactions with Klarna Rest assured as Klarna will assist you to execute the test transactions

You can find the API key in the ING Kassa Compleet portal go to Settings gt Wesbshops and select the TEST Klarna webshop After a succesfull test Klarna will set up your production account Use the API key of your production webshop to accept transactions in production

How does the payment method AfterPay workAfterPay is a payment method that allows the shopper to pay after receipt of the ordered goods In case of an approved transaction AfterPay guarantees the payment towards the merchant and the shopper will be invoices by AfterPay Afterpay has a weekly pay-out which takes place typically about 30 days after the transaction date

How can I apply for AfterPayTo accept AfterPay in your webshop a separate contract with AfterPay is needed next to your ING Kassa Compleet contract Once you have applied for AfterPay in the ING Kassa Compleet portal we will forward your application request AfterPay will further contact you to conclude the separate contract


How do I test AfterPay transactionsAfterPay requires you to perform some test transactions before you can start accepting transactions For this purpose we have added an AfterPay test webshop to your Kassa Compleet account called lsquoTEST AfterPay ltyour webshop namegtrsquo As soon as your integration is completed and verified by AfterPayrsquos integration team you will receive a confirmation email with further information

How does the payment method PayPal work PayPal enables a consumer with a PayPal account to safely make payments to a merchant with a PayPal (business) account There are various ways to actually transfer the money between both accounts A direct contract between you and PayPal is necessary Here you can apply for this The concept of this payment method does not allow to incorporate PayPal payments in the Kassa Compleet pay-out so you will be directly paid by PayPal on your PayPal business account However Kassa Compleet will still allow easy integration with your webshop the Kassa Compleet merchant portal will show PayPal transactions and will enable you to make refunds just like refunds for any other payment method

How can I have my client pay through the payment linkYou can create a payment link in the Kassa Compleet portal which you can use to have your clients make payments outside the ordering process in your web shop This is useful in the case of a subsequent delivery for a client for whom you do not wish to charge delivery charges again Go to Betaallink aanmaken (Create payment link) in the left menu Select an order number provide a description and enter an amount Then clink on Betaallink aanmaken Copy the link that is created in an e-mail or WhatsApp message or similar and send it to the client This payment link guides your client to the ING Betaalpagina (ING Payment page) where heshe can pay using one of the payment methods your web shop provides The link remains valid for your client for 30 days

Tip send an order number along with the payment link which is easily recognised in your transaction overview so you can see that your client has paid using this link

Will other payment options be added to Kassa CompleetKassa Compleet currently offers the most frequently used payment options in the Netherlands We intend to further expand Kassa Compleet for the Dutch market but we also wish to give Kassa Compleet a more international character and make it suitable for payment options from abroad This means that there will be new payment options added to Kassa Compleet What is the next payment option that will be added and when You can follow news about Kassa Compleet via ingnl


Integrate into your webshop

How do I integrate Kassa Compleet into my webshopIs your webshop built with an Open Source webshopsoftware Then you can integrate Kassa Compleet via the API with your webshop

Have you built your webshop yourself Then you can easily integrate Kassa Compleet into your websop via the API However some level of technical understanding is required for this in the Kassa Compleet portal you will find a technical manualIntegrating via our plugins is easy We offer plugins for Open Source-webshopplatforms such as WooCommerce and MagentoKassa Compleet also has a connection with suppliers of these webshopsoftwares

At ingnl yoursquoll find more information In the Kassa Compleet portal yoursquoll find integration manuals

What are the minimal system requirements to integrate my webshop with Kassa Compleet To integratie your webshop with ING PSP you must at least support PHP 54 and MySQL 54 If you use older versions of PHP and MySQL you must first upgrade your system before you can integrate with ING PSP

What is an API KeyThe API Key is your personal key which ensures the safety and security of your Kassa Compleet You need this key when integrating Kassa Compleet into your webshop You are sent a separate key for each webshop

The API Key can be found in your Kassa Compleet portal Click on Settings and then select the webshop for which you wish to find the API Key The API Key is located in the information screen

What is a webhookA webhook is a URL in which you automatically receive a message when a payment has been queued or the status of one of your orders changes for example from lsquoin progressrsquo to lsquocompletedrsquo You can use this to determine whether an order can be extradited for example

You yourself can opt for a webhook setting if you wish The instructions for this are in the Kassa Compleet portal on the Service page in the integration manual for your webshop package or in the API documentation

For which payment options can I carry out test transactions in my Kassa Compleet test accountCurrently test transactions for iDEAL and bank transfers are possible Unfortunately it is not yet possible to carry out test transactions for credit and debit cards or Bancontact Each payment option works in the same way for the integration

We have a generic Kassa Compleet API If iDEAL works in the test environment through the API then the credit and debit cards will also work as will any other payment option

The credit card details are stored in a secure location This location has been extensively tested and is certified for PCI DSS This is the industry security standard for the large credit card companies that focuses on protecting card details


How do I turn payment options on or off for carrying out test transactionsAll payment options with which test transactions can be carried out are on by default for carrying out test transactions In the portal you can turn payment options on and off with the onoff buttons for your production environment

Is it possible to use Kassa Compleet with hosted payment pagesWe facilitate this function with Kassa Compleet as standard In this way you choose the look amp feel of the payments page and the entire handling of payments on the ING website The information for acquiring the link with these hosted payment pages is included in the API documentation in the Kassa Compleet portal

What are the minimal system requirements to integrate my webshop with ING PSP To integratie your webshop with ING PSP you must at least support PHP 54 and MySQL 54 If you use older versions of PHP and MySQL you must first upgrade your system before you can integrate with ING PSP

I want to update my installed ING PSP plugin how do I do thatTo update your ING PSP plugin there are several options depending on your webshop software If you have installed your current plugin via the stores you can use the available update option in the store If you have installed your current plugin manually by uploading via FTP you have to remove this old plugin before you upload the new plugin version

There is no plugin available for the software Irsquom using it is possible to develop my own plugin (via API)To develop your own plugin you can do a direct API integration In the Kassa Compleet portal on the Service page you can find the link to the API documentation


Rates and payments

Where can I find the Kassa Compleet ratesThe rates are shown on our website ingnl where you can also find information about Interchange Fees the costs banks charge each other for processing card transactions

What costs will be chargedThe costs of Kassa Compleet comprise of variable and set costs bull Subscription costs set costs per monthbull Costs of payment options costs per transaction How these costs are built up depends on

the payment options chosenbull Chargeback costs administrative costs for settling a chargeback This only applies if you

accept credit and debit card payments in your webshop

Are there differences in price between the payment options within Kassa Compleet and the individual productsA lower transaction rate applies for an iDEAL transaction within Kassa Compleet than for an iDEAL transaction that takes place through an iDEAL subscription The online acceptance of credit and debit cards is only possible in Kassa Compleet we have no separate rates for these

How are subscription costs chargedMonthly subscription costs are charged afterwards and you can see these on your invoice The cost of refunds (reimbursements) and chargebacks are also charged in the month invoice We settle invoicing costs with the first subsequent payout from your turnover This takes place as per the payout frequency that you have chosen You can view and download your Kassa Compleet invoices in the Kassa Compleet portal Your financial contact person will receive an email when the invoice is up in the Kassa Compleet portal

Why do I receive an email about a new invoiceWe will send your financial contact person an email when the invoice for the use of Kassa Compleet is up in the Kassa Compleet portal You are receiving this mail because you are listed with us as the financial contact person You can access your invoice through the link in the email Would you like to change the financial contact person Then go to Settings gt Account You can submit the correct name under Contacts

How are payment option costs chargedThe costs for the payment options you have chosen are included in the transaction amount You can review this in your Transactions in the Kassa Compleet portal Your transaction details state the amount the costs of the payment options and the nett amount We settle this with the first subsequent payout from your turnover Your payout therefore consists of the positive (gross) transaction amounts and a negative amount of all corresponding payment option costs You can review this in your Payments in the Kassa Compleet portal The payouts take place as per the payout frequency that you have chosen

Note The transactions that have been done with Klarna and AfterPay can be found in the portal You have agreed with Klarna or AfterPay how often this happens PayPal pays you directly on your PayPal business account


Will my clients be able to make payments in different currenciesNo At his moment it is not possible for your clients to make payments in your webshop in any other currencies then eurorsquos In Kassa Compleet you will also only receive payments in eurorsquos

How can I get the details from Kassa Complete into my accounting packageYou can generate an MT940 report from the Compleet portal On the Report tab you can indicate from which period you would like to download the transaction details You then choose the correct type MT940 IBP structured MT940 IBP unstructured or MT940 My ING Business Click on the Download button You can now save the file and import it into your accounting package You can find more information on this in the Kassa Compleet portal under Reports

Whenever you wish to retrieve your details for your accounts without MT940 reporting you can look at both the invoice and the payouts to have an overview of all your costs If you click on a payout then you see the costs of the payment method A line for Costs of payment method is included in the details

Where can I find my order numbers in the portalYou can find the order numbers in your portal under lsquoTransactionsrsquo Your ordernumbers will be visible under the header lsquoOrdernumberrsquo There you will be able to download an oversight - csv file- in which your ordernumbers are placed in the column Merchant ondernumber

How do I receive the turnover from my webshop We send you the turnover from your webshop in one payment (reconciled) This payment includes the turnover of all your webshops and all of your transactions regardless of the payment option used


How is the payout described on my bank statementYour bank statement will show a transaction of ldquoING Bank NV PSPrdquo The description will be ldquoING Kassa Compleet payout Merchant ltYour company namegt ltdate from ndash date togtrdquo You will also find this description in the Kassa Compleet portal under Payouts Example Description ING Kassa Compleet payout Merchant MyCompanyName 2015-05-13 through 2015-06-09

How often do I receive the turnover from my webshop You yourself can choose how often you wish to receive a payout The frequency can be set in the Kassa Compleet portal You can choose between a daily payout one or more set days per week or one or more set days per month We do not charge for this

How and where do I check which transactions have been paid out in which payoutThe Payout screen in the Kassa Compleet portal will show the details of your payouts You will see an overview of all transactions included in this payout


What happens if the turnover from my webshop(s)s is lower than the Kassa Compleet costsIt can happen that the Kassa Compleet costs are higher than the turnover in your webshop This can be due to you receiving chargebacks or that the invoicing costs were recovered at a time when you have had fewer transactions If there is an overdraft we ask that you transfer the outstanding amount to us Whenever this is the case we will contact you


Transactions

What happens if the payment status of one of my orders changes When the payment status of one of your orders changes you will be notified of this through your webhook URL A webhook is a URL in which you automatically receive a message when the status of one of your orders changes for example from lsquoin progressrsquo to lsquocompletedrsquo You can use this to determine whether an order can be delivered for example You yourself can opt for a webhook setting if you wish The instructions for this are in the Kassa Compleet portal on the Service page in the integration manual for your webshop package or in the API documentation depending on your link

How is an iDEAL transaction via Kassa Compleet described on my customerrsquos bank statementYour customerrsquos bank statement will show a transaction to ldquoING Bank NV PSPrdquo All Kassa Compleet transactions (except PayPal transactions) go through this PSP suspense account The name of your webshop is included in the description of the iDEAL transaction The description line contains transaction codes followed by the name of your webshop The transaction codes are specified by iDEAL Example Description ldquoa1b2c3d4e5f6g7h8i9j 0500123456879 Your order WebShopNamerdquo

What is a refund transactionDoes a customer want to exchange or return an article You can refund the amount for this to the customer in the Kassa Compleet portal This is called a refund transaction This can concern the full amount or part of it The refund will be deducted from the payout of your turnover on your Business Account

How do I capture Klarna transactionsKlarna transactions that have been approved by Klarna have a transaction status Accepted After you have delivered the order you have to capture the Klarna transaction After you have captured the transaction Klarna will send an invoice to your customer and will make the transaction payable Only captured transactions will be settled with you

There are 3 methods to capture a transaction

Kassa Compleet portalYou can capture a transaction manually in the Kassa Compleet portal Go to Transactions and select the transaction you want to capture Click on the Capture button

ING PSP plugin - your webshop softwareYou can capture a transaction manually in your webshop admin software Go to your orders overview select the order you want to capture Change the status to ldquoshippedrdquo Check in GitHub httpsgithubcomingpsp via tab lsquoreleasesrsquo if the plugin for your webshop software is updated with the Klarna capture function You have to install this plugin to use this function The updated version of the plugin is available in the stores and via the Service page in the Kassa Compleet portal

API You can also capture a transaction via the API See the API documentation on the Service page in the Kassa Compleet portal


How do I change a Klarna order and refund my customerIf your customer has returned goods which have been paid with Klarna you can refund your customer by changing the order In the ING Kassa Compleet portal go to the Transactions overview select the transaction and click on Refund Further enter the number of items which were returned The refund amount equals to the amount of changed order lines Once these steps are performed Klarna will send an updated invoice to your customer

Please note you can only refund transactions with the status Captured or Completed

How do I capture AfterPay transactionsAfterPay transactions that have been approved by AfterPay have a transaction status Accepted After you have shipped the good you need to manually capture the AfterPay transaction

There are 3 methods to capture an AfterPay transactionbull Kassa Compleet portal You can capture a transaction manually in the Kassa Compleet portal Go to Transactions

and select the transaction you want to capture Click on the Capture buttonbull ING PSP plugin - your webshop software You can capture a transaction manually in your webshop admin software Go to your orders

overview select the order you want to capture Change the status to ldquoshippedrdquo Check in GitHub httpsgithubcomingpsp via tab lsquoreleasesrsquo if the plugin for your webshop

software is updated with the AfterPay capture function You have to install this plugin to use this function The updated version of the plugin is

available in the stores and via the Service page in the Kassa Compleet portalbull API You can also capture a transaction via the API See the API documentation on the Service

page in the Kassa Compleet portal

How do I change a AfterPay order and refund my customerIf your customer has returned goods which have been paid with AfterPay you can refund yourUumlustomer by changing the order In the ING Kassa Compleet portal go to the ldquoTransactions verviewrdquo select the transaction and click on Refund Further enter the number of items which ere returned AfterPay will send an updated invoice to your customerlsquodPlease note you can only refund transactions with the status Captured or Completed

Can I change a Klarna or AfterPay order before I capture itNo Unfortunately you cannot change an order before it has been captured You can only send an order after yoursquove captured it In that case yoursquoll have to do a refund In the refund you can specify what part of the order you want to refund

How can I make a refundTo make a refund in the portal go to Transactions Look for the original transaction there Select the transaction and click on the Refund button You can then enter the amount that you will refund to the customer This amount can never be higher than the original transaction

You will recognise a refunded transaction in your Kassa Compleet portal transaction overview Because a is displayed You can view the refund by clicking on this R


R

My customer wants to exchange or return a purchase How can I return the moneyDoes a customer want to exchange or return an article You can refund the amount for this to the customer in the Kassa Compleet portal This is called a refund transaction This can concern the full amount or part of it The refund will be deducted from the payout of your turnover on your Business Account You can make a refund from the Kassa Compleet portal To make a refund in the portal go to Transactions Look for the original transaction there Select the transaction and click on the Refund button You can then enter the amount that you will refund to the customer This amount can never be higher than the original transaction You will recognise a refunded transaction in your Kassa Compleet portal transaction overview Because a is displayed You can view the refund yourself by clicking on this

I cannot refund the money How is this possibleThere could be various reasons for this bull Your Kassa Compleet balance is lower than the amount that you wish to refund You can only

make refunds if you have enough funds in the Kassa Compleetbull You have not been granted refund rights by your admin user Your admin user can sort this

out for youbull You have already refunded the transaction You cannot refund an amount higher than the

original transaction amount You can refund part of the transaction amount several times as long as the total refund amount remains lower than the transaction amount

What does the transaction status New meanTransactions that are newly registered in Kassa Compleet are normally given the status lsquoNewrsquo A transaction with a New status has no financial consequences yetbull A sale transaction is registered with the status New when your customer picks a payment

option provided in your webshop and comes to the payment page If you customer does not pay the transaction still shows up as New in the Kassa Compleet portal

bull A refund is registered as New if you submit it (when you click on the Refund button)bull A chargeback is registered as New as soon as this is known within Kassa Compleetbull A correction is given the status New as soon as this is entered by an ING employee

What does the transaction status Processing meanProcessing means wait for further action from your customer or for a reaction from your customerrsquos bank bull A sale transaction that takes place using the Bank Transfer option is given the status

Processing when the transaction is waiting for the customerrsquos payment The transaction remains at Processing until the payment is actually received If the customer decides not to make a payment then the transaction remains as Processing for thirty days

bull A sale transaction that takes place using the iDEAL Klarna Paypal AfterPay or ceditcard option is given the status Processing when waiting for a response from the customerrsquos bank A request for authorisation has been sent out but the response report has not yet been processed If this is working correctly this is a typical interim status that is quickly followed by the next status In exceptional cases a transaction can remain in this status for some time when using iDEAL


What does the transaction status Complete meanCompleted means that the money is recorded in your balance and paid out or deducted in the next payout This status occurs in all transaction types In the case of a sale transaction you can dispatch the merchandise based on this status The payment method determines when the status Complete is reachedbull A sale transaction with iDEAL is given the status Completed upon receipt of a positive

response to the authorisation request bull A sale transaction with Mastercard Visa Maestro or V PAY is given the status Completed one

day after the transaction was approved unless you have a Blended price plan This because feedback from ING Kassa Compleetrsquos credit card processor is needed to calculate the Interchange Fee component of the transaction fee

bull A sale transaction with Bank transfer AfterPay and Klarna are given the status Completed when the payment is received in the ING account and is identified as an ING Kassa Compleet transaction

bull A sale transaction with PayPal is given the status Completed based upon feedback given by PayPal This is informational only PayPal pays directly to your PayPal business account

bull Transactions of the types correction and invoice are given the status Completed immediately after they are entered as New

bull Chargebacks are given the status Completed when they are charged to youbull A refund transaction for credit card transactions (Mastercard Visa Maestro V PAY) is given

the status Completed upon receipt of a positive response to the authorisation request a refund for other payment methods is given the status Completed immediately after being entered as New

What does the transaction status Cancelled meanCancelled means that the transaction is not processed This is a final status any transaction with the status Cancelled can no longer be given any other status This status occurs in the following transaction typesbull The status Cancelled applies in sales transaction when the response to a request for

authorisation is negative or in a time-outbull A transaction of the chargeback type is given the status Cancelled when it is decided that

you are not to be charged for the chargeback

What does the transaction status Expired meanExpired applies to sales transactions to sales transactions made using the Bank Transfer option If your customers does not make payment within thirty days the transaction is given the status Expired

However if after thirty days payment is received with the correct reference this is accepted and the transaction is still given the status Complete

What does the transaction status Error meanError is a general status that is evoked when a fault occurs when a transaction is being processed In practice this status occurs mainly in sales transactions through a payment method that you cannot provide yet because your application for this payment method for the webshop is still being processed This is a final status any transaction with the status Error can no longer be given any other status

There is just one Error status regardless of what causes it If a specific cause is identified this is provided with the transaction details


Can I make a selection of transactions in the transaction overviewYes you can make a selection of the transactions you wish to see For instance you can choose to view the transactions of a certain web shop or a certain date Go to lsquoTransactiesrsquo (Transactions) and clink on the arrow at the right to indicate your selection


Changes

How can I modify my contractIf you wish to modify your contract you can let us know in the Kassa Compleet portal To do this go to Settings in the left menu Bear in mind for the payment methods PayPal AfterPay and Klarna you have seperate contracts If you would like to modify these contract you will have to contact these parties

Note If you add new payment methods such as PayPal AfterPay or Klarna you need to install a new version of the plugin More information how to install a plugin is available via the Service menu

What changes are permittedYou can submit changes via the Kassa Complete portal This you can change A check is necessary before the change can be implementedbull Add a new webshop bull Apply for a new payment method for a webshop bull Your company name so that this complies with the name in accordance with the Chamber of

Commercebull The name of your webshopbull The details of the general contact person in your companybull Provide another Business Account to where your turnover is transferredbull Your office address and location

This you can change yourself No checks are necessary The change is implemented immediatelybull The status of your webshopbull The webhook of your webshopbull Switching a payment method on and off per webshop once a payment option has been

approved for a webshop you can switch this on and off as you wishbull Your payout frequencybull The details of the financial andor technical contact person in your company

This you cannot changebull Your email address This is a unique field that is linked to your account bull Your URL Your web address URL is a unique information item for an added webshop If you

wish to modify your URL then you can add a new webshop to your account

I want to modify the payout frequency of my webshop How do I do thatYou can choose how often you wish to receive a payout The frequency can be set in the Kassa Compleet portal Go to Payouts gt Your payment is set at gt Modify Alternatively go to Settingsgt Payoutsgt Modify payout interval You can choose between a daily payout one or more set days per week or one or more set days per month We do not charge for this


Chargeback

What is a chargebackA chargeback is a dispute concerning a credit or debit card payment from your customer in which the customer claims back the amount paid through his bank When this occurs we initiate an investigation You receive an email in which we ask for evidence to indicate that the transaction is correct The chargeback amount is deducted from your following payout If we do not receive the information requested from you within sixteen days we continue to withhold the chargeback amount If the information you provide forms sufficient evident we transfer this amount back to you You can review this in the Kassa Compleet portal

A customer has submitted a chargeback claim what do I need to doWe send you an email in which we ask you to send us evidence to prove the transaction is correct within sixteen days The documentation requested can be emailed to disputemanagementacceptatieingnl

A customer has submitted a chargeback claim but I did not provide the information requested by ING within sixteen days What happens now If you do not provide the information requested within sixteen days the chargeback amount will be withheld and the payment deemed to be in your customerrsquos favour


PCI DSS

What is the Payment Card Industry Data Security Standard (PCI DSS)The Payment Card Industry Data Security Standard (PCI DSS) is the security and safety standard of the largest credit card companies This standard is intended to prevent misuse of and fraud with card details PCI DSS sets requirements to the processing sending and storing of card details

It is important that you comply with PCI DSS requirements along with your company If this is not the case it can lead to you no longer being able to accept credit or debit card payments and you could be subject to penalties More information is available on the PCI Security Standards Council website

What do I have to do for PCI DSSPCI DSS only applies if you accept credit and debit card payments in your Kassa In order to be compliant with PCI DSS requirements you must complete an annual questionnaire For this purpose we send you an invitation by email You can then answer the questionnaire online The first time you do this we will also send you the log-in details

How do I gain access to the PCI DSS questionnaireYou are emailed an invitation to complete the PCI DSS questionnaire which includes your user name and the link to the questionnaire You will receive the password in a separate email If you have not yet received this email check your junk mailspam folder

What happens if I do not complete the questionnaireIf you do not complete this questionnaire we are obliged to shut down the credit and debit card payment method for all of your webshops because your compliance with the PCI DSS requirements cannot be established


Termination

I wish to terminate one of the payment methods in Kassa Compleet How do I do thisYou can easily add or terminate payment methods in the Kassa Compleet portal To do this go to Settings and select the webshop in which you wish to make changes iDEAL is a standard payment option in Kassa Compleet so you cannot terminate it However for the payment methods Paypal AfterPay and Klarna yoursquove agreed contracts with these parties as well So for a complete termination yoursquoll need to terminate your contract with them as well

How can I terminate my Kassa Compleet subscriptionYou can terminate your Kassa Compleet subscription in the Kassa Compleet portal Go to Settings gt Contract gt Terminate contract This is where you can download print and sign an application for termination

If I remove Kassa Compleet from my website do the subscription costs automatically ceaseSubscription costs are charged as soon as your Kassa Compleet goes live on your website Subscription costs stop as soon as your request to terminate your Kassa Compleet subscription has been processed

This is expected to take two working days depending on the outstanding balance in your account

When does my contract end The expiry date of your contract is always on the first calendar day of a new month Be sure to give the desired expiry date at least 15 days beforehand For instance if you end it on 19 December the first option to end is 1 February After this expiry date a 6 month period starts in which you still have access to your merchant portal During this periodbull transactions that were completed before the termination date will be processed furtherbull You will still be paid if a positive balance occursbull incoming chargebacks can still be charged to tyoubull you cannot initiate any new transactionsbull you cannot refund transactions anymore

After this 6 maonth period you will no longer have access to your portal

Who in my company is authorised to end Kassa Compleet The termination form must be signed by a representative who is independently authorised to do so or 2 representatives who are jointly authorised to do so After ending your contract you will have access to the Kassa Compleet portal for six months so you can view the transactions that have taken place

How can I make up a negative balance Ending your contract takes 2 working days at the most depending on your balance We will send a confirmation of the ending of your contract by e-mail A positive balance will be paid into your ING Zakelijke Rekening A negative balance must be settled before we can end your contract If this is the case we will send you an e-mail describing how you can do this

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General 3

Kassa Compleet Portal 4

Apply for Kassa Compleet 6

Payment methods within Kassa Compleet 9

Integrate into your webshop 12

Rates and payments 14

Transactions 17

Changes 22

Chargeback 23

PCI DSS 24

Termination 25

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Questions frequently asked about Kassa Compleet · your customers with the most frequently used...

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Transcript of Questions frequently asked about Kassa Compleet · your customers with the most frequently used...