FAQ for merchants

How can I best present the option to use WaaveCheckout to help minimize Cart abandonment?

We know that Users are generally OK with most processes as long as they know what's going on and what they can expect. In-context communication is key to maintaining high conversion rates throughout the Checkout process, regardless of the payment processor of choice - this means informing the User of a process as they are about to go through it.

This can be done by inserting a small information bubble right along with the "WAAVE Checkout" button. "WAAVE is our payment processor. You will be asked to create an account if you don't already have one. Your information will be encrypted and protected with Bank-level security."

We encourage you to listen to your audience and capture any questions they share to the effect of facilitating trust in the payment process.

Always place "Guest Checkout" at the top of the payment options.

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Where can WAAVE take payments from?

• US cards from all States
  
  
• We only International accept payments from:
  Australia (AU), Austria (AT), Belgium (BE), Canada (CA), Costa Rica (CR), Denmark (DK), Finland (FI), France (FR), Germany (DE), Great Britain      (GB),  Greece (GR), Hong Kong (HK), Iceland (IS), Ireland (IE), Israel (IL), Italy (IT), Japan (JP), Luxembourg (LU), Mexico (MX), New Zealand (NZ), Norway (NO), Peru (PE),  Poland (PL), Portugal (PT), Slovakia (SK), Slovenia (SI), South Africa (ZA), Spain (ES), Sweden (SE), Switzerland (CH), The Netherlands (NL)
  
  
• Shipping rules apply depending on your industry and they are independent of the list above
  

  
  

A payment has failed, now what?

You will find the reason why a payment has failed in your dashboard.

Activity > Payments > Failed

Failure reasons explained:

#1 Insufficient funds: Nothing we can do about this. Please note that many Pre-Paid cards have hidden fees so if the customer is paying $49 and his balance is $50 he might not be able to complete the purchase if the fees his card imposes are great than $1.

AVS_RESPONSE_NOT_ACCEPTED: This happens when the customer has entered the wrong billing zip code. Make sure they are entering the Billing Address correctly and entering a Shipping Address if these are not the same.

NOTE: When the AVS check fails the bank might place the payment as pending, if your customers reach out be sure to tell them to wait a few weeks as the pending charge should clear on its own.

CARD_ISSUER_TIMED_OUT: Acquiring bank is not responding. Ask your customer to wait 15 minutes and try again.

DECLINED: The customer's bank has rejected the transaction. Ask your customer to use a different card.

Create Transaction Failed!: This error usually means the card number of data was entered incorrectly. 

Duplicate Order: This error message appears when a buyer accidentally tries to pay for the same order twice. The other might have a different reference number but the amount is identical and the transactions are less than two minutes apart

This can happen due to human error or due to a poor internet connection on the buyer

It seems, you already made a payment for this reference: This is an unusual error that may come up using the Virtual Terminal or Payment Request (invoicing) it means you have used a reference for the manual order that already exists. Please make sure you don't repeat Reference Numbers.

WAAVE does not have additional info on why a transaction failed. 

It looks like I have more failed payments that say "AVS failed". What does it mean and what can I do?

AVS fail means the customer entered the wrong Zip Code in the billing address. This feature is very important to prevent fraud and prevent card testing.

1. Make sure your checkout has the option to enter TWO addresses, one for Billing and one for shipping.

2. You can also add a note for the customer to see before they place the order. Saying "Please make sure your Billing Zip Code matches the information your bank has for your card"

Can WAAVE do partial refunds?

Yes, just make sure you clearly put down the amount to be refunded.

Can I display credit card logos on my site?

Credit Card companies have a long list of regulations that merchants must obey to maintain their good standing within the network, If you process with WAAVE and have your own MID, you have direct authorization from the brands to display their names or logos. Download here

If you are part of WAAVE PayFac model you must display this logo instead

Our plugin deploys the WAAVE logo on your footer automatically but if you need it for marketing purposes please use the available logos found in this folder. 

Prior to publishing or distributing our brand make sure you are following our brand guidelines and please remember to request approval for any marketing initiative that includes WAAVE's brand assets.

Can I offset card processing fees by applying a surcharge on WAAVE transactions?

The short answer is: NO.

It is illegal in many states to apply card surcharges on purchases if the way you are selling your product is your main way of commerce.

If you must apply a convenience fee you need to apply to all payment options available.