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Frequently asked questions

1. Can I accept payments from my customers over the phone?

Your VoicePay account will enable you to accept payments through your website and also by telephone thanks to the Virtual Terminal available to you in our User Administration Interface at no extra cost.

2. Can I use my facility with Voice-Commerce to process for more than one website?

Yes you can. We will set-up a different store ID for every website - fees and or reserves may change subject to assessment.

If you wish to add another website to your existing facility, you will need to express your request in writing, providing us with the following information:

• Your VoicePay Account number
• The Website URL you wish to use for us to review
• The (anticipated) added turnover generated by the second website.
3. Can I accept payments from any shoppers even if I don’t price my goods in their currency?

Shoppers can purchase your goods or services even if you price in a different currency than their own providing their card bears the Visa or MasterCard Logo, and that their card-issuers have not applied specific currency restrictions on cross currency purchases.

4. How can I reduce the risk of chargebacks?

Avoid chargebacks resulting from payment duplications

In short, only charge the buyer once for any single order. This means only allow your customer to pay for the same order once. If they try to purchase the same order multiple times, please clarify that this is their intent before you charge them for duplicate orders. If you have invoiced the buyer, please be cautious before invoicing them again or asking them to click a Buy Now/Pay Now button.

Avoid chargebacks resulting from cancelled or returned orders

Display a clear return and cancellation policy on your website. Check for any communication from the buyer requesting a cancellation or return. Make sure these requests are promptly addressed. Do not wait to issue refunds, if they are appropriate. Keep lines of communication opened with your customers.

Avoid chargebacks resulting from the quality of goods

Include a detailed description of the goods being sold, including their specifications, capabilities, and limitations. Photos, video, or audio may help avoid any confusion over what is being purchased.

Avoid claims of non-receipt of merchandise

Dispatch your items with carriers that provide an online tracking service and signature proof of delivery to protect against claims of services not being provided or in-person deliveries.

Stay Alert

• Multiple usual separate orders by the same shopper using free email addresses ( Yahoo, Gmail, Hotmail) and mobile phone numbers.
• Do not despatch goods by whatever means (including online delivery) to a third-party address (that is, an address other than the card holder’s address) – this is considered very high risk. When delivering the goods, obtain the card holder’s signature to show proof of delivery.
• Beware of suspiciously impatient customers request guarantee next day delivery, especially with high value goods delivered to 3rd party addresses.

For further information and more practical advice, we refer you to our Chargeback Guide.

5. How do Chargebacks affect me and my business?

Visa & MasterCard impose strict chargeback thresholds beyond which substantial fines can be applied and merchant facilities terminated. It is therefore important to keep chargebacks to a minimum.

VoicePay constantly monitors chargeback levels and will alert you when corrective action is required. We will always work with you to help you reduce this risk, by offering guidance and advice on avoiding chargebacks and fighting fraud.

For further information, we would like to refer you to our Chargeback Guide.

6. How do I change my bank details?

If you wish to change your banking information, simply fax us your request on your company letterhead completed by the person(s) that signed the agreement, along with a new voided cheque or bank account statement in the name of the business contracted with Voice Commerce.

We will require your swift code and IBAN number to ensure that remittances due to you are routed correctly and transferred swiftly to your bank account. If you are unsure of your swift code or IBAN number, your bank should be able to help (please note a swift code is also sometimes called a Bank Identifier Code or BIC).

Upon receipt of your fax, we will update your account with the new details within two working days and remittances will be made to your new designated bank account in accordance with the terms of your agreement with Voice Commerce.

7. How do I change my company information?

Change Type	Supplier Legal Entity Type	What Is Required from you
Name	PLC	Copy of your “Change of Name Certificate”. Business Registration Number must not have changed. If Business Registration Number has changed then a new, separate application is required. If you do not have a Business Registration Number, then it is not simply a change of name and one of the other options will apply, or a new separate application is required.
	LTD
	Sole Trader	Letter on your letterhead completed by the person(s) who completed the Supplier agreement. If the majority ownership has changed then a new separate application is required. If the person we have on record as authorised signatory has changed please see “Change of Director or other Principal” below in this table.
	Partnership
	Charity
	Club, Society, Other, Etc.
Name and Registered Number	PLC	A new separate application is required as this is classed as a completely new Supplier.
	LTD
Liability Status, e.g., Sole Trader to Ltd Company	PLC	A new application is required as this is classed as a completely new Supplier.
	LTD
	Sole Trader
	Partnership
	Charity
	Club, Society, Other, Etc.
Registered Number Only (Same name)	PLC	A new application is required as this is classed as a completely new Supplier.
	LTD
Director or other Principal	PLC	Letter on your letterhead completed by the person(s) that completed the Supplier agreement. If the majority ownership has changed then a new separate application is required. If the person who completed the Supplier agreement has left we will require a copy of the Board Minutes authorising the new person(s) to sign and KYC documents for the new authorised signatory.
	LTD
	Sole Trader	A new application is required as this is classed as a completely new Supplier.
	Partnership
	Charity	Letter on your letterhead completed by the person(s) that completed the Supplier agreement. If the majority ownership has changed then a new separate application is required. If the person who completed the Supplier agreement has left we need a copy of the Board Minutes authorising the new person(s) to sign and KYC documents for the new authorised signatory.
	Club, Society, Other, Etc.
Address	PLC	Letter on your letterhead completed by the person(s) that completed the Supplier agreement. If the person who completed the Supplier agreement has left, we need a copy of the Board Minutes authorising the new person(s) to sign and KYC documents for the new authorised signatory.
	LTD
	Sole Trader	Letter on your letterhead completed by the person(s) that completed the Supplier agreement. If the person who completed the Supplier agreement has left, a new application is required as this is classed as a completely new Supplier.
	Partnership
	Charity	Letter on your letterhead completed by the person(s) that completed the Supplier agreement. If the person who completed the Supplier agreement has left we need a copy of the Board Minutes authorising the new person(s) to sign and KYC documents for the new authorised signatory.
	Club, Society, Other, Etc.
Bank Details	PLC	Letter on your letterhead completed by the person(s) that completed the Supplier agreement and a voided cheque or recent bank statement of the new account. If the person who completed the Supplier agreement has left we need a copy of the Board Minutes authorising the new person(s) to sign and KYC documents for the new authorised signatory.
	LTD
	Sole Trader
	Partnership
	Charity
	Club, Society, Other, Etc.

8. How do I change my contact details?

To change your primary or technical contact details or your business address and/or your Customer Services Telephone Number please email us on customerservices@voice-commerce.com

We can only accept changes to your contact details if the email requesting the change comes from the primary contact registered for your account.

9. How quickly can I start taking payments after I have applied?

Provided you have submitted all the supporting documentation required (such as proofs of ID and Address), we will activate your account within one business day.

10. Is there a maximum transaction amount?

There is no maximum transaction amount.

11. Is there a minimum remittance amount?

The minimum remittance amount is the least amount VoicePay will send to you in single remittance. The default remittance amount is GBP10 if paid in GBP to UK Bank Account by BACS. If paid by Wire to any country, 100 in the currency Unit.

If this amount is not met, any funds due are added to the next remittance batch and will be sent to you on the next scheduled calculation (providing the minimum remittance amount is met).

12. Is there a minimum transaction amount?

There is no minimum transaction amount.

13. What fraud checks do you carry out?

Voice Commerce performs industry-standard Address Verification System (AVS) and Card Verification Value (CVV) checks to prevent credit card fraud and a number of in-house checks.

Voice Commerce Fraud Screening Service

The Transactions the Supplier submits to the Interface go though Voice Commerce’s Fraud Screening Service automatically. The Voice Commerce Fraud Screening Service contains several Service elements, which are used to produce the overall decision/warning. Voice Commerce may alter the components used as part of the Voice Commerce Fraud Screening Service to ensure that effective fraud screening can be achieved. There be the facility to report on transactions that are “flagged” with a “potentially higher risk transaction alert”. The Service elements of the Voice Commerce Fraud Screening Service, which are managed by Voice Commerce on the Supplier’s behalf, are as follows:

Screening Databases

The database Service element of Voice Commerce Fraud Screening allows for the Supplier’s Transaction data to be stored and accessed on either a global or private basis. This can include “basic” data elements such as the card number or enhanced data elements that can be collected such as email address, IP address etc.

Voice Commerce’s Fraud Analysts add the Supplier’s data to the various files. The Fraud Analysts will also propose policies to define when data be added to the files.

Rules Processing

Our Fraud Analysts make recommendations for initial rule sets based upon the analysis of historic Transaction information as well as analysis of historic Chargeback data. Rules are refined and updated based upon on going analysis of Transaction and Chargeback data. The updating of rules is subject to rigorous change control procedures.

Luhn Check

Voice Commerce performs a LUHN check, which includes checking the first 9 digits of the card, which validates the Issuing Bank, issuing country, and type of card i.e. Visa.

14. What is a Rolling Reserve and when is it released?

A Rolling reserve is a percentage of your total sales (gross amount) which we set aside in respect of liabilities whether present, future, actual or contingent.

The rolling reserve is typically held for 180 days after the purchase. A Rolling Reserve may be withheld in order to cover any potential chargeback or return. At the end of 180 days from the purchase, the amount taken into reserve is credited to you on your next remittance day.

15. What name will appear on my customers’ card statements?

Your Trading name will appear on your customers’ card statements. In certain circumstances this may be preceded by "VP/". If your customer purchased using funds in their VoicePay Account then "VoicePay" will appear on their card statements.

16. What's a Chargeback?

A Chargeback is a Dispute by a cardholder issuer. Among other reasons, a buyer may dispute a transaction if:

• An unauthorised party has made a purchase with the buyer's credit card.
• The buyer has not received the items he or she purchased.
• The buyer has been charged multiple times for the same order.
• The buyer has other concerns about the validity of the purchase.
• The buyer is unsatisfied with a purchase and has not been able to resolve the problem with the supplier.

Here is how the typical Dispute process works:

• To initiate a Dispute, the buyer contacts his card issuer and requests to contest a specific transaction.
• The card issuer notifies the appropriate credit card association, who then notifies Voice Commerce of the Retrieval Request or Request For Information (RFI).
• Voice Commerce notifies the supplier Retrieval Request by requesting information to challenge it on the supplier's behalf. In order to challenge a Dispute successfully, it is imperative that the supplier should respond to our email as promptly as possible.
• If possible, Voice Commerce will then submit the evidence provided by the supplier to attempt to reverse the Dispute with the buyer's credit card issuer.
• If the credit card association determines that the Dispute was justified, the supplier will have to bear the cost of the Dispute and any admin fee associated with it.

Important Facts about Card Disputes

• Different orders from the same buyer count as separate Disputes.
• The credit card associations require any documentation to be received within a certain number of days, so as soon as we contact you with a Request for Information, please ensure that you respond quickly so that we can challenge the Dispute on your behalf (representment). Once this time frame has expired and the credit card association has resolved a Dispute in favour of the buyer, it will not review any additional documentation.
• The final status of a Dispute may not be determined until several weeks or occasionally several months after it is initiated, so we appreciate your patience during the representment process.

For further information and practical advice, we refer you to our Chargeback Guide.

17. Which currencies can I process transactions in?

Voice Commerce provides the following currencies for suppliers to price into:

• Pound Sterling ( GBP)
• US Dollar (USD)
• Euro (EUR)
• Canadian Dollar (CAD)

We will be adding others shortly, and if you have any specific requests, please feel to contact us to discuss your requirements.

18. How do I process transactions via the Virtual Terminal?



19. How do I make a refund?



20. How do I know when I will be paid?

When your account was approved you will have been sent an email advising that your account has been activated. This email will have stated the frequency and days of payments on your account. If you have misplaced or did not receive this email then please contact acceptance@voice-commerce.com

21. How do I know what is due to be remitted to my bank account?

When you log into the Merchant Admin System you will be shown your account balances for each of the currencies your accept payment in as below:

GBP		EUR		USD
Trading	0.00	Trading	0.00	Trading	35810.06
Security	49.95	Security	0.00	Security	1488.35
Reserve	81.58	Reserve	45.47	Reserve	51831.04
Settlement	571.43	Settlement	370.19	Settlement	376557.17
Remittance	0.00	Remittance	0.00	Remittance	0.00

When the "Remittance" Account shows a credit balance this amount will be paid to you on the next working day so long as you have returned the required supporting documents to us and have complied with any additional requirements such as website compliance.

22. How do I reset my password?

To request that your password is re-set and/or that your account is “unlocked” (if you have input an incorrect password 3 or more times) please email support@voice-commerce.com.