Escalation avenue

Ezidebit is currently not set up for a inter team slack channel to communicate and collaborate with Xoda team on support related issues. As such, they have asked for all support or integration queries to be sent to partner@ezidebit.com.au.

Different fees when coming from EziOnline to Xoda/Ezidebit

If you issued the electronic direct debit request form (or a payer signup link from the EziOnline portal), and scheduled all payments via EziOnline, all payments would have been processed using the Direct Debit product on your Ezidebit account.

Xoda processes payments using both Direct Debit products and the Real Time (webpay) product. For Xoda's reference, this is done when using the ProcessRealTimeTokenPayment API call. While it is using a stored customer record or 'Token' it is being processed 'real time' which means it is being submitted to the banks for immediate processing opposed to being scheduled in the next billing run, and as such uses a different product on the account which has a different set of fees.

Getting a second merchant account

This is useful if the gym cannot get an encrypted extract of the payment information from MindBody or elsewhere. The reason could be the gym owner did not want to pay for that service.

Ezidebit recommends in such cases to set up a new merchant account.

The same digital and public keys can be linked to both the existing and the new merchant accounts.

Then the gym owner can have a situation where his old merchant account remains live on Mindbody and collecting funds but he can start creating payment methods on Xoda prior to cut over from Mindbody.

Known bank error codes

1. Insufficient funds is a code for credit card debits.

   Dishonoured - Insufficient funds is a code for bank debits.

2. Fatal dishonour - technical reason, incorrect details etc.

3. Refund transaction with a P code - That is correct, "P" = "Pending", it is expected that a refund will remain in a pending status until the funds have settled. This will typically be the next business day when the status is updated. Handle this as a pending / refund initiated. If this is retried without set to pending, we get a Refund amount exceeds the total payment amount.

4. Add payment denied - This customer already has 2 payments on this date. The error you are referring to is something implemented by Ezidebit to prevent excessive debiting, which is something we need to watch out for as a direct debit participant.

5. Invalid digital key - the Ezidebit key saved for this gym is wrong.

6. Failed to process transaction. Add payment denied - Only active customers can have payments added to their schedule" It is of paramount importance to not confuse the Active member status in Xoda with the Active customer/payer status in Ezidebit. You will need to create a new payer record for this payer with the updated payment details. Ezidebit received notification from the member's bank that the payment authority had been stopped. When this occurs, Ezidebit changes the payer to a Cancelled status, as their bank has effectively told us the authority is cancelled. - This means on the Xoda system, we would not be able to just simply use the update payment method flow. We have to delete all the payment method information for this member then go through the add payment account flow to create a new payer profile in Ezidebit then add a new token under that payer record with Ezidebit as the existing one is no longer valid.
7. Waiting - Future scheduled payment - This error means that the payer payment details were updated after certain inflight payments have been completed. Whenever payment details are updated, any payments that have not been submitted yet and have a debit date prior to the current date, will be deactivated. This is to prevent situations such as a payer coming off of hold/updating their payment details and being automatically debited for all 'missed' payments. The best course of action is to treat this code as pending then wait for a final status update from Ezidebit, either failed or succeeded. 

8. NOT_SUPPORTED - {"$":{"xmlns:i":"http://www.w3.org/2001/XMLSchema-instance"},"Data":[{"BankReceiptID":["688051309"],"ExchangePaymentID":["1690028973"],"PaymentResult":["F"],"PaymentResultCode":["14"],"PaymentResultText":["NOT_SUPPORTED"]}],"Error":["0"],"ErrorMessage":[{"$":{"i:nil":"true"}}]} According to the Ezidebit online document, result code 14 means Invalid Card Number. This could happen when an incorrect credit card number was keyed into Xoda, then sent over to Ezidebit.

9. A Payment goes from successful to failed: We have reviewed our logs and queried the result of payments associated with ContractID 45972213 and are able to confirm that this was not a 'Late Return'. Most dishonour responses will be displayed within the first 2 days after the payment has been attempted - are you able to please confirm how many days Xoda queries the payment for before marking it as successful?

10. Declined: There may be a credit card chargeback filed against your business by this cardholder and this is probably only displayed for Autopays which Ezidebit considers a scheduled payment. Contact Ezidebit for the exact reason for this code and remedy as they suggest.

11. Pickup Card: This response is usually provided when there is an issue with the card and the issuing financial institution has not honoured the payment. This is sometimes due to a card that has been cancelled or reported lost. Recommendation: Contact the business with your new payment details;

    Arrange a reattempt of the payment with the business.

12. Unable to process update - Not configured for credit card payments. (WSvc) - This could be due to the wrong payment type was entered. For example a bank account was entered as a credit card (payment type) or vice versa. 
13. APPROVED This means the bank has given its approval, so you just need to wait for the status to change to successful.

14. Unable to process update - Invalid Client Product for client ***-***-*** and card type VISA (WSvc) - This is due to the webpay (real time) product not being active on that account. The Support Team will be emailing out a product add request to merchant account owner to complete this. Check merchant record, see example below, web pay is not supported in some merchants' settings.

    Direct Debit Bank Account	Yes
    Direct Debit Visa/MasterCard	Yes
    Direct Debit AMEX	Yes
    Webpay Visa/MasterCard	No (Requested)
    Webpay AMEX	No (Requested)