Helping Your Customers with Purchase/Order Issues
CHECKING MERCHANT PROCESSING TRANSACTIONS
The merchant processor for many DermPRO online stores is BluePay, also known as CloverConnect. Your store may use BluePay/CloverConnect or a number of other merchant providers including Nextech Payments, ModMed Pay, or Stripe. These merchant accounts process the credit card transactions for your store, and send the payments directly to your bank account. This Help Article pertains to those stores that use BluePay/CloverConnect merchant accounts.
If your customer is on the checkout page and having trouble completing an order or making a purchase on your store, often it will be due to a problem with the credit card information they have entered. How can you help your customer? Check the transaction activity in your BluePay account!
Your BluePay/CloverConnect User Interface
The BluePay User Interface is where you can see and manage the actual purchase transactions that are coming in through your online store. It is highly recommended that the person(s) performing day to day management of orders coming in from your store should be receiving transaction emails for your BluePay/CloverConnect transactions, and should have login access to your BluePay user interface (https://secure.bluepay.com/login).
DermPRO is able to create BluePay logins during your store on-boarding. To request additional BluePay logins any time after your store is live, please submit a support ticket to request BluePay access.
If you are the owner of the account, you may grant access to other individuals by completing this form. Please have either the owner of your CardConnect/BluePay/CloverConnect account or DermPRO's primary contact complete this request for additional logins to BluePay/CloverConnect.
Why Do I Need BluePay Access?
Being able to review and manage BluePay/CloverConnect transactions is an important part of helping your customers who are purchasing on your store. Some common scenarios that require you to access BluePay:
- A customer is getting Declined at checkout and is sure they are using a credit card that should not decline.
- A customer claims their credit card statement is showing a charge even though they were not able to complete their order at your store.
In both of these situations, the customer has likely entered an incorrect billing address or CVC code, and logging into your merchant account to review the transactions and the reasons for Declines or Failures is fundamental to your ability to understand what has happened and assist your customer.
Log into BluePay at https://secure.bluepay.com/login, and from the left sidebar menu, click on Processing > Transactions > Trans. List to see a list of transactions on your store. You may also choose Trans. Search to locate a specific transaction.
A common situation is that an incorrect billing address or CVC code has been entered on the checkout screen. Sometimes, this results in a pair of transactions that you will see in BluePay—a sale transaction followed by an immediate void transaction.
Often this will appear to your patient as a charge on their credit card even though their order could not be completed. Here is what is going on in this scenario.
While the initial Sale transaction may look like a charge on their credit card, it’s actually a pre-authorization and not a charge. Depending on the credit card bank, when a purchase comes in on your store, BluePay will first do a pre-authorization of the card, and then they will check the Fraud Filters. If one of the Fraud Filters fails, they will then immediately VOID the transaction. When you look at the transaction in BluePay you will see the reason code being “FS-DECLINE” (Fraud Scrub Decline), and it will indicate which filter was triggered (Address mismatch or CVV mismatch). The transaction will be voided within 1 or 2 seconds. The pre-authorization typically clears from the credit card after 2 days.
Every credit card banks works a little differently, so in some cases, an Address mismatch or CVV mismatch might appear as a Declined transaction in BluePay. But more commonly we see the "sale/void" pair where the transaction initially goes through but is immediately followed by a void with a timestamp that is the same or one or two seconds later than the transaction.
Note that both the Sale and the immediate Void are indicated as "Approved" transactions. The void transaction negates the sale transaction, and the customer's card is NOT charged.
Further, any time you see such BluePay transactions (automatic void due to incorrect CVV or billing address), you will note that no order was actually placed on your store. Commonly, such a situation will be followed by a successful order, if the purchaser re-tried the order submission with the correct information.
You may submit a support ticket if you have further questions about the transactions you are seeing in your BluePay account.
CardConnect/CoPilot Dashboard
For management of your BluePay/CloverConnect account—such as confirming a bank deposit, reviewing your transaction fees, reviewing chargebacks, changing a bank account, or changing your business name—you should do these account management functions directly with CardConnect. You can manage your CardConnect account via the CoPilot Dashboard. DermPRO is not able to create a CoPilot account for you; you would have done this when you initially on-boarded with CardConnect.
Log into your CoPilot dashboard to manage your CardConnect account here:
https://copilot.cardconnect.com/copilot/sso/login
You will generally want to have the following information in order to log into or request access to your CardConnect account. If you don't know this information, DermPRO can help provide it to you.
Legal business name:
DBA Name:
Owner:
Owner Email:
MID:
If you still have trouble logging in, please call CardConnect Merchant Support at (877) 828-0720.
