Accept payments in store / by phone
You can accept payments instore or by phone from any mobile phone, tablet, computer or directly on the POS system in your store. All you need to do is to log into your HeidiPay Merchant Portal, go to the "Create a new plan" section and enter order & customer details. If the customer is eligible, a payment link will be sent to your customer's mobile phone that will direct them to HeidiPay's checkout page and allow them to pay. Click here to see a short demo video
This is how it works:
- Step 1: Merchant creates a new payment plan in the merchant portal and enters order & customer details
- Step 2: Customer receives a payment link by SMS and enters card details to confirm payment
Step 1: Create a new plan and enter order & customer details
- Log into your HeidiPay Merchant Portal
- Navigate to "Create a new plan"
- Enter the invoice number (optional)
- Enter the order amount
- Select the currency (set by default based on your location)
- Select the maximum number of instalments want to offer (options predefined in your contract)
- Enter customer information (full name, mobile number, email, date of birth, address).
- Click on “Continue”
✅ If the customer is eligible, an SMS with a payment link will be sent to the customer
❌ If the customer is not eligible (fraud or credit check failed) you will be informed on your screen (and no SMS is sent to your customer)
Step 2: Customer clicks on the payment link and enters card details
The customer clicks on the payment payment link received by SMS. The customer then selects the number of monthly payments (options defined by you) and enters card details (Visa, Mastercard or American Express) to confirm the purchase.
✅ If the card is accepted, the customer is redirected to an order confirmation screen
❌ If the card is declined, the customer will see the reason for decline on the screen so that they can try to pay again
Reasons for failed transactions
| Problem | Answer merchant will see | Answer customer will see |
|---|---|---|
| Payment plan declined due to customer ineligibility | Payment plan declined due to credit check. We are sorry that we are unable to proceed with your customer. | Your payment plan has been declined. We are sorry that we are unable to proceed with your transaction. |
| Payment plan declined due to failed identity check | Payment plan unavailable as we are unable to verify name and address of customer. Please ask the customer to check their details and try again. | HeidiPay has been unable to verify your name and address. Please check your full name and address try again. |
| Payment plan declined due to failed card check | We are unable to proceed with the payment plan as the customer's card has been declined. Please try again with an alternative payment card. | Your payment method was rejected. Please try again with an alternative card. |
Do's & Don'ts when creating a payment plan
| ✅ Do's | ❌ Don'ts |
|---|---|
| Make sure you have a good internet connection in your store (3G/4G/5G or wifi) | Do not propose payment plans to non-Swiss residents as the plans will be rejected (payment plans are available only to Swiss residents incl. permit B and C, unless specified by your management) |
| Make sure your customer has a smartphone (old mobiles, Nokia types cannot connect to the internet) | If the webpage is slow due to bad internet connection, be patient, do not click the same buttons again |
| Once the customer information has been entered, click “Continue” only once to avoid several SMS links being sent to the customer | Once the customer clicks on the SMS link, you can check in real time where you customer stands in the checkout process. Do not leave this page, as you won’t be able to return to see the application status of the client |
| If the customer didn’t receive the SMS link, please make sure the correct mobile number has been entered | |
| Inform the client not to close or refresh the webpage during the payment process | |
| If the customer eligibility status is negative, feel free to tell your customer that the HeidiPay algorithm declined the payment plan |
3-D Secure verification
3-D Secure is a security protocol – launched by Visa and backed by MasterCard & American Express that helps to prevent fraud in online card transactions. To guarantee the security of card payments, 3-D Secure requires customers to complete an additional verification step with the card issuer when paying online.
When customers enter their payment details in the HeidiPay checkout, they get redirected to their card provider’s 3D secure web page to authenticate themselves by either:
- SMS: Entering a one-time authentication code that is sent to their mobile phone
- App: Authorizing the transaction on their credit card issuer’s (bank) app
- Password: Entering the password that they have previously set up with their bank
What to do if a customers doesn't have 3-D Secure enabled?
Customers can register their credit card for the 3-D Secure process. They can find instructions on how to do so on their bank's website. See below a list on where to find 3-D Secure instructions.
| Bank | URL 3-D Secure registration |
|---|---|
| UBS | https://www.ubs.com/ch/en/help/creditcard/new-3d-secure-use.html |
| Credit Suisse | https://ecom.six-group.com/enrollmentportal/ |
| PostFinance | https://www.postfinance.ch/en/private/products/cards/services.html |
| Viseca | https://www.viseca.ch/en/digital-services/3-d-secure |
Updated about 1 year ago
To see how you can do some testing before accepting payments in store / by phone click on "Testing" below