Chargebacks

If you have any chargeback-related issues, you can reach out to the Clickatell Support Team to get any general issues resolved promptly.

Reversals and refunds

If a transaction is unsuccessful and maintains the same status, and that status is no older than 48 hours, Chat 2 Pay automatically reverses the transaction. Once a transaction has been in a pending state for over 24 hours, it cannot be reversed and must be refunded.

Please contact our Support Team for assistance with refunds.

Auto-reversals

Chat 2 Pay supports reversals via Reversal APIs. It also supports auto-reversals on Chat Flow when a transaction is in a REVIEW state.

You can easily disable your Chat 2 configuration by disabling or unlinking the applications that are integrated into it.

Disable channels linked to Chat 2 Pay

In your Clickatell Portal, navigate to My Workspace -> Products -> Chat 2 Pay. In the Linked Channels section, click the "Enable/ Disable" toggle.

Disable applications linked to Chat 2 Pay

In your Clickatell Portal, navigate to My Workspace -> Products -> Chat 2 Pay. In the Linked Products section click the "Enable/ Disable" toggle.

In the case of Chat Flow, it will prompt you to check any flows that are currently using the Chat 2 Pay node linked to this configuration. You will need to remove those nodes from your workflows in Chat Flow before Chat 2 Pay will allow you to proceed.

Disable APIs linked to Chat 2 Pay

In your Clickatell Portal, navigate to Products -> Chat 2 Pay -> Configure. In the Callback Notification section, click the "Enable/ Disable" toggle to disable applications linked to this API.

Chat 2 Pay does not handle the flow of funds. You as the merchant have a direct relationship with the payment gateway and your bank (the merchant bank). The flow of funds is between these two parties.

If the transaction fails, Chat 2 Pay exposes a Reversal API that can be executed once a transaction is unsuccessful.

If a payment is in the REVIEW state, Chat 2 Pay will request a payment status confirmation from the payment gateway. This status update will then be used to auto-reverse the transaction if applicable.

Learn more:

• How does Chat 2 Pay payment links work?

• Does Chat 2 Pay support chargebacks, reversals, and refunds?

Chat 2 Pay only delivers a payment link or tokenized payments to customers via their selected channel. The actual payment, i.e., the point at which the customer enters their payment information, is done via a secure payment page with multiple security measures to protect customers' card information.

Your customer's payment information is extremely secure with tokenization. The token is a stand-in for the actual details and is useless without the proper authentication processes. Additionally, by not storing sensitive information on our servers, we minimize the risk of data breaches.

The payment page is also PCI-DSS certified. To learn more about PCI-DSS certification please read here.

1. Reduced drop-off: 3DS 2.0 recognizes that customers on mobile devices generate a lot more data points (e.g., device IDs, email addresses, billing addresses, browser information) than what was available when 3DS 1.0 was conceived. Card issuers who accept these data points can therefore make a real-time decision on whether additional customer authentication is required or not. Unlike 3DS 1.0, the additional authentication via OTP or biometrics is only requested in some instances and not all.

2. Device-specific biometric authentication: Unlike 3DS 1.0, 3DS 2.0 can replace the more intrusive OTP authentication mechanism with less intrusive biometric requests such as fingerprint or facial recognition. 3DS 2.0 is built with support for both iOS and Android mobile OS, and can determine the least intrusive authentication method on a customer-by-customer basis.

3. Compliance with PSD2 SCA: Companies doing business in Europe need to comply with PSD2 SCA requirements, which 3DS 2.0 adheres to. Therefore, many card issuers in Europe already support 3DS 2.0.

Learn more:

• Does Chat 2 Pay support 3D Secure?

Chat 2 Pay empowers your customers to facilitate payments seamlessly through one-tap or quick-reply functionalities, all within the confines of the chat channel. This functionality is facilitated by the implementation of tokenized payments.

Tokenized payments enable customers to store their payment information securely using PCIDSS-compliant payment vaults. The stored payment information is tokenized before storage and subsequent payments are processed using the tokens. Thus, customers can quickly check out from within the chat channel without having to provide their payment information again, which results in much-improved conversion rates.

Any application sending payment links with Chat 2 Pay needs an API key authorizing the transaction request. The activation key is generated and presented to you once the Chat 2 Pay configuration is complete. This is the key you'll use to activate your linked applications. All applications use the same activation key.

You can have multiple activation keys for the same Chat 2 Pay account. However, you can only use one activation key at a time to authorize a transaction.

If your activation key has been compromised, you can create a new activation key and delete the compromised key.