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FAQ
 
FAQ ABOUT OUR SERVICES
This section answers your basic questions about CCAvenue. This page is primarily intended for existing Sub-Merchants who have technical questions about CCAvenue. For new client information, we suggest you start with the 'Why CCAvenue?' Section for a better introduction to our services.
About CCAvenue as a payment gateway
What is CCAvenue?
What is a payment gateway?
What does CCAvenue do? What are the types of interfaces offered by CCAvenue?
What are the businesses that are not accepted by CCAvenue?
Advantages of CCAvenue to you as a seller
Why Should I Choose CCAvenue?
What are the advanges of CCAvenue payment gateway to me as a Sub-merchant?
CCAvenue convenience for your customers
Which Credit Cards and Net Banking facilities can my customers use?
Signing up for a new CCAvenue Account
How long will it take for my application to be processed? What is the procedure followed by CCAvenue after I sign Up?
What does CCAvenue facilities cost me? Are there any hidden charges?
Managing your CCAvenue Account : Export Procedures and Indian Laws related to Internet Credit Card Sales
Is it possible to change the "Pay to" details and upgrade the "Account type" from economy to premium?
Is it possible to sell my product and service in more than one currency? How is the charge reflected in my customers' Credit Card statement? Does CCAvenue issue me an F.I.R.C (Foreign Inward Remittance Certificate) for all my overseas sales?
What is the export procedure related to Internet sales?
Whose name will appear in my customers' Credit Card statement?
What is a Credit Card chargeback? What is CCAvenue's Credit Card chargeback policy?
What is "Authorise and Capture" facility? Why should merchants ship the products within 12 days and capture their order amounts from their CCAvenue account backend?
What are CCAvenue's refund and end customer dispute policies?
Can I cancel an order that I have received from my customer? Will I be liable to pay any cancellation fees?
Guidelines for Gift Shipments to USA and Canada
Technical, Security and other issues
When is a successful transaction eligible for payment? What action is required by a sub-merchant to enable CCAvenue to process a scheduled payout? What payout schedule does CCAvenue currently follow?
Is CCAvenue more secure than other Payment Service Providers?
What level of encryption does CCAvenue use?
Taxes

I received a letter from CCAvenue regarding a 10.30% Service Charge? What is this?

How will the tax amount be calculated?

How are you going to collect the service tax from me?

Why are you charging this to me and not absorbing it yourself?

Can I claim a refund from the authority?

How will I get to know about the amount deducted?
Is the amount deducted on each transaction or on a lump sum?

Can I levy this service tax on to my customer?

Billing in foreign currency on the website
Can I offer the products on my site with INR as well as USD pricing while maintaining a single CCAvenue account. If yes, should I use two different shopping cart links for this purpose?
How can I ensure that the payment amount reflected on the final CCAvenue checkout page is in INR equivalent?
With the exchange rate fluctuating on a daily basis, how can I ensure a comfortable deal for the customers and myself?
Will I be able to claim export benefits for all my overseas Credit Card transactions? In what currency will my customer be billed?
CCAvenue: an Online service
Does CCAvenue have any offline services or support infrastructure?
Maintaining your CCAvenue.com Account
How can I check the amount payable to me by CCAvenue?
Do I have to maintain any minimum balance in my CCAvenue.com Account?
How often will I receive my payouts?
The CCAvenue.com Virtual Terminal
What is the Virtual terminal and who should use it?
What are the Virtual Terminal settings and how do I define them?
How do I use the CCAvenue Virtual Terminal?
About CCAvenue as a payment gateway
What is CCAvenue?
CCAvenue is a Commerce Service Provider, authorized as a Master Merchant, by Indian financial institutions, to appoint Sub Merchants, to accept and validate Internet payments via Credit Card, and Net banking facilities from the Sub Merchant's (your) customers in real-time. We provide a secure link between your website, various Credit Card issuing institutions, acquiring Banks and the payment gateway providers. Please Note: At present, CCAvenue offers these payment services, exclusively for websites owned by Indian entities only.

What is a payment gateway?
A payment gateway is a software program integrated to a merchant's website to transmit transaction data to the Credit Card / Net Banking / Cash Card / Mobile Payment acquirer for authorization and settlement. Merchants gain the ability to perform real-time Credit Card authorizations from a web site over the Internet. Customers can pay for purchases across the Internet through Credit Cards within seconds, after the gateway obtains authorization from the Credit Card institutions.

What does CCAvenue do?
CCAvenue provides complete, simple and secure online payment gateway services and e-business solutions to Indian websites, with real time Credit Card, Debit Card, Net Banking, Cash Card and Mobile Payment transaction validation. This enables the websites to transact and accept payments online and in real time.

What are the types of web / integration interfaces offered by CCAvenue? Does my customer get to see pages, which have the look and feel of my website?
CCAvenue offers you (the Sub Merchant) two interfaces to choose from: Variable Amount Interface and Shopping Cart Interface. These interfaces can be seamlessly integrated with your Site.
a) Variable Amount Interface: Use this interface if you have already developed your shopping cart and you need CCAvenue.com exclusively for final amount authorization. The customer finishes shopping on your site; and you just forward the final amount to the CCAvenue 'secure server final payment check out' page. Your customer then enters his/her Credit Card or Net Banking selection and shipping information to complete the sale. The full transaction flow from your site to the CCAvenue site to the payment gateway is explained in detail through the following formats:- flash, demolink, livelink) & flowchart (below)


b) Shopping Cart Interface: If you have not yet developed a shopping cart for your website or you do not want to spend your precious resources on designing one, then this interface is just right for you. Use the readymade Shopping cart provided by CCAvenue; which can be customized to match the look and feel of your site. At the top of the shopping cart, simply put up your industry standard 468 x 68 banner, customize the background color to match that of your website, add the links and give it a total look and feel of continuity of your site. On your site, list your product or services and insert an 'Add To Cart' button next to this list. CCAvenue provides these buttons along with snippets of HTML code. Once your customer clicks on the 'Add to Cart' button, he is seamlessly taken to your customized Shopping Cart hosted on CCAvenue's secure server. Here he has the option of paying up and finishing the transaction OR adding more items from your site. Customers can select products for purchase and add them to a virtual "Shopping Cart" on CCAvenue secure server. When he has finished shopping, the customer clicks the 'Checkout' button, enters his/her Credit Card and shipping information to complete the sale. The full transaction flow from your site to the CCAvenue site to the payment gateway is explained in detail through the following formats:- flash, demolink, livelink & flowchart (below).


What are the businesses that are not accepted by CCAvenue?
1) Adult goods and services which includes pornography and other sexually suggestive materials (including literature, imagery and other media); escort or prostitution services 2) Alcohol which includes Alcohol or alcoholic beverages such as beer, liquor, wine, or champagne 3) Body parts which includes organs or other body parts 4) Bulk marketing tools which includes email lists, software, or other products enabling unsolicited email messages (spam) 5) Cable descramblers and black boxes which includes devices intended to obtain cable and satellite signals for free 6) Child pornography which includes pornographic materials involving minors 7) Copyright unlocking devices which includes Mod chips or other devices designed to circumvent copyright protection  8) Copyrighted media which includes unauthorized copies of books, music, movies, and other licensed or protected materials 9) Copyrighted software which includes unauthorized copies of software, video games and other licensed or protected materials, including OEM or bundled software.10) Counterfeit and unauthorized goods which includes replicas or imitations of designer goods; items without a celebrity endorsement that would normally require such an association; fake autographs, counterfeit stamps, and other potentially unauthorized goods. 11) Drugs and drug paraphernalia which includes illegal drugs and drug accessories, including herbal drugs like salvia and magic mushrooms 12) Drug test circumvention aids which includes drug cleansing shakes, urine test additives, and related items 13) Endangered species which includes plants, animals or other organisms (including product derivatives) in danger of extinction 14) Gaming/gambling which includes lottery tickets, sports bets, memberships/ enrollment in online gambling sites, and related content 15) Government IDs or documents which includes fake IDs, passports, diplomas, and noble titles 16) Hacking and cracking materials which includes manuals, how-to guides, information, or equipment enabling illegal access to software, servers, websites, or other protected property 17) Illegal goods which includes materials, products, or information promoting illegal goods or enabling illegal acts 18) Miracle cures which includes unsubstantiated cures, remedies or other items marketed as quick health fixes 19) Offensive goods which includes literature, products or other materials that: a)Defame or slander any person or groups of people based on race, ethnicity, national origin, religion, sex, or other factors b) Encourage or incite violent acts c) Promote intolerance or hatred. 20) Offensive goods, crime which includes crime scene photos or items, such as personal belongings, associated with criminals 21) Prescription drugs or herbal drugs or any kind of online pharmacies which includes drugs or other products requiring a prescription by a licensed medical practitioner 22) Pyrotechnic devices and hazardous materials which includes fireworks and related goods; toxic, flammable, and radioactive materials and substances 23) Regulated goods which includes air bags; batteries containing mercury; Freon or similar substances/refrigerants; chemical/industrial solvents; government uniforms; car titles; license plates; police badges and law enforcement equipment; lock-picking devices; pesticides; postage meters; recalled items; slot machines; surveillance equipment; goods regulated by government or other agency specifications 24) Securities that includes stocks, bonds, or related financial products 25) Tobacco and cigarettes, which includes cigarettes, cigars, chewing tobacco, and related products 26) Traffic devices, which includes radar detectors/jammers, license plate covers, traffic signal changers, and related products 27) Weapons, which includes firearms, ammunition, knives, brass knuckles, gun parts, and other armaments 28) Wholesale currency which includes discounted currencies or currency exchanges 29) Live animals 30) Multi Level Marketing collection fees 31) Matrix sites or sites using a matrix scheme approach 32) Work-at-home information 33) Drop-shipped merchandise 34) Any product or service, which is not in compliance with all applicable laws and regulations whether federal, state, local or international including the laws of India
Advantages of CCAvenue to you as a seller
Why Should I Choose CCAvenue?
Whatever the size of your e-business, CCAvenue has a solution for you. The CCAvenue system is flexible enough to suit your requirements. To provide you and your customers a secure shopping environment, CCAvenue offers the highest level of SSL encryption, Verisign security certification, daily Hacker Safe audits and PCI DSS version 1.1 certification. Precise merchant id's selected by you are used throughout the system to ensure that transactions arriving at a gateway are from an identifiable merchant, and that any information passed back to the merchant is from a CCAvenue gateway.


What are the advantages of CCAvenue payment gateway to me as a Sub-merchant?
CCAvenue offers you the following benefits regardless of the size of your e-business: Secure links between your Customer, your site, CCAvenue Payment Gateway and the Acquiring Banks and also secure links between your customer, CCAvenue and various National and International banks offering Net-banking facilities. No merchant account required. Your Indian customers pay in Indian Rupees. (And not from their forex allowance of US$ 5,000/- if you billed them through a foreign payment gateway) Fast and efficient Set Up. Fast and efficient Credit Card processing (entire process takes less than 15 seconds) Powerful and informative range of real-time reports Weekly settlement of your payments, accompanied by a host of value added features (link) Integrates with any kind of shopping cart. According to a recent survey, '70% of the Credit Cards issued in India are still not accepted by foreign Payment Gateway Service Providers, as these cards are not globally valid'. As a sub-merchant on CCAvenue, you can now accept these Credit Cards along with the globally valid cards of your international customers. Up-to-date technology: CCAvenue services are constantly upgraded and updated with cutting edge technology and hence there is no need for you to upgrade any of your hardware or software. Just by being a CCAvenue merchant, you automatically benefit from these advancements. (To See our cost effectiveness as compared to other service providers, click on the following link for the comparative analysis)

CCAvenue convenience for your customers

Which Credit Cards and Net Banking facilities can my customers use to purchase on my web site? Does CCAvenue offer a fail-safe back-up redundancy for Visa & MasterCard processing?

Any MasterCard, Visa, American Express, Diners Club and Citibank E-Cards Credit Cards issued anywhere in the world. ABN AMRO Bank, Axis Bank, Bank of India, Canara Bank, Citibank, ICICI Bank, IDBI Bank, Centurion Bank, Corporation Bank, Punjab National Bank, Oriental Bank of Commerce, Jammu & Kashmir Bank, Karur Vysya Bank Limited, Kotak Mahindra Bank, The Federal Bank, Bank of Rajasthan, IndusInd Bank, HDFC Bank, State Bank Of India, State Bank Of Travancore, Union Bank Of India, Vijaya Bank and Yes Bank net banking clients can now also pay you online. CCAvenue is the worlds' first and only payment gateway solutions provider to offer such a wide bouquet of debit options, through the online net banking interface. Visa being the more popular online cards, CCAvenue ensures that at any given time there is always at least one gateway available to process them. Integrating with two distinctly separate banks for simultaneously processing these Credit Cards transactions i.e. Axis Bank, Citibank N.A. and ICICI Bank Ltd., ensures such an availability. This is a feature not available with any payment gateway solution provider elsewhere in the Asian region.
Signing up for a new CCAvenue Account
How long will it take for my application to be processed? What procedure does CCAvenue follow, after I sign up? What is the minimum balance I have to maintain in my CCAvenue account?
After you sign up online, our internal business and security team scrutinize your application. This takes about 24 - 48 hrs. On approval, you will receive an e-mail notification from CCAvenue containing the good news and a link to CCAvenue's payment page from where you can pay CCAvenue's set-up fees either by Credit Card or demand draft or even a local / at par cheque. The approval email will also contain a list of documents required by us to validate your business. You will also have to download the CCAvenue Client Agreement, print it out Rs. 300/- stamp paper, get it signed by Authorized personnel of your firm/company and courier/hand deliver it to AVENUES (INDIA) PVT. LTD., Plaza Asiad, Second Floor, Santa Cruz (West), Mumbai 400054, India. We expect that you would complete all of this procedure within seven days of receipt of formal approval from us. Your account with CCAvenue will only be activated on receipt of all of the above. Email notice of activation of the account will be set to the registered email address. Merchants can go live within 4 days of sign-up should they so desire. CCAvenue follows a policy akin to a bank account. We pay-out all funds over the first Rs 1,000 accumulated into your sub-merchant account. We expect you to maintain a minimum balance of Rs 1,000/- to keep your account going. On closure of the account with us this amount is refundable after 180 days of the last transaction, as this is the period for which a sub-merchant is liable for chargebacks for Internet related Credit Card transactions.

What does CCAvenue facilities cost me? Are there any hidden charges?
Unlike financial institutions that demand huge upfront fees and lien deposits, CCAvenue's charges are affordable for all types of business.

For Sub-Merchants who have or are expecting a mid-volume turnover, we recommend our premium account. This is available for a one-time setup fee of Rs. 25,000 (to be paid at the time of registering) and an annual software upgrade charge of Rs 2400/- (at the beginning of every financial year 01 April subsequently). *

The transaction discount rate on a Credit Card transaction is 5% per transaction + Service Tax of 10.30%, with no minimum or maximum transaction value or monthly guaranteed volume. (Which means that for each transaction of Rs 100/- of gross value processed on your behalf by CCAvenue, you will receive Rs 94.48/- as payment in hand i.e. 5% TDR + 10.30% Service Tax (0.52) = 5.52. 100 - 5.52 = Rs 94.48/-)

For Sub-Merchants with a new e-commerce presence or those just "testing the waters" we recommend our economy account. This is available for a one-time setup fee of Rs. 7,500 (to be paid at the time of registering) and an annual software upgrade charge of Rs 1,200/- (at the beginning of every financial year 01 April subsequently). * This means that for each transaction of Rs 100/- of gross value processed on your behalf by CCAvenue, you will receive Rs 92.27/- as payment in hand i.e. 7% TDR + 10.30% Service Tax (0.73) = 7.73. 100 - 7.73 = Rs 92.27/-.

For both the above schemes, the transaction discount rate for a net-banking debit transaction is 4% per transaction, with no minimum or maximum transaction value or monthly guaranteed volume. This means that for each transaction of Rs 100/- of gross value processed on your behalf by CCAvenue, you will receive Rs 95.58/- as payment in hand i.e. 4% TDR + 10.30% Service Tax (0.42) = 4.42. 100 - 4.42 = Rs 95.58/-.

For Sub-Merchants with an established e-commerce presence or those confident of a huge volume we recommend our privilege account. This is available for a one-time setup fee of Rs. 40,000 (to be paid at the time of registering) and an annual software upgrade charge of Rs 3600/- (at the beginning of every financial year 01 April subsequently). * The transaction discount rate on all type of transactions for a Privilege account is 3.75% per transaction. This means that for each transaction of Rs 100/- of gross value processed on your behalf by CCAvenue, you will receive Rs 95.86/- as payment in hand i.e. 3.75% TDR + 10.30% Service Tax (0.39) = 4.14. 100 - 4.14 = Rs 95.86/-.

* Service Tax and Education Cess 10.30% extra
Managing your CCAvenue Account : Export Procedures and Indian Laws related to Internet Credit Card Sales
Is it possible to change the "Pay To" details and upgrade the "Account Type" from Economy to Premium?
In order to change "Pay to" details, you have to mail the administrator of CCAvenue via the "Help Desk" interface available on the website. You will receive a mail from the administrator as soon as the new "Pay to" details are approved. You have to sign a new agreement for the new "pay to" detail, to take effect. In order to change the "Account type", a Merchant may change/upgrade only from economy to premium type (by paying the up gradation fee of INR 17,500) and not vice-versa. The new account settings will reflect as soon as the excess fee payment is cleared and will be applicable from the next weekly payment cycle. The Sub Merchant does not have to make any changes on his site for the new settings to take place.
Email us either of the following addresses: compliance@ccavenue.com or accounts@ccavenue.com

Is it possible to sell my product and service in more than one currency? How is the charge reflected in my customers' Credit Card statement? Does CCAvenue issue me an F.I.R.C (Foreign Inward Remittance Certificate) for all my overseas sales?
You may represent your product pricing in any number of currencies. At the end of the transaction when your client has to checkout to the CCAvenue payment option page, we require that the payment amount is in INR equivalent only. This is because we do not process the final payment in any other currency but INR as we are subject to such RBI rules and Regulations. You need not create a different set of shopping cart links.

Example:
Let us assume you are keen to sell a product at US$ 10/- to a prospective US customer and feel that it is an attractive price for your product. So you represent US$ 10 on your web page. When the customer completes his shopping and the data of your shopping cart is to be sent to the CCAvenue pay page you need to ensure that you have converted this amount to INR.
What benchmark to use? No genius in the world can predict at what exchange rate (INR >< US$) rate the end customer is going to get his Credit Card bill as this fluctuates by the minute. So to play safe ensure that no matter what happens the end customer should not see any amount over US$ 10/- on his Credit Card billing statement.

How does one do this?
Lets say the US$ rate today for INR is INR 48.50 = US$ 1. You should take a benchmark of INR 48.0 = US$ 1. Which means that even if the clients' bank is actually using the exchange rate INR is INR 48.50 = US$ 1 the client will only be billed US$ 9.89 / and not the US$ 10/- which he agreed to pay you. (This is arrived at by US$ 10 x 48.0 = INR 480 / 48.5 = 9.89)

Off course you will have to constantly monitor that INR >< US$ rate of exchange and ensure that at any given time the difference parameter is maintained. However one great factor which works in your favor constantly is the fact that the US$ is constantly appreciating against the INR so even if you do not change or monitor your differential factor for small changes you will still land up charging the customer a little lesser in US$ than that he was shown the bill for. However, you must also ensure that you do not under price yourself on the exchange rate too much and do upwardly revise your INR calculation if there is a huge jump in the exchange rates, so that this jump can add to your profitability.

Therefore, when you throw the final amount of your shopping cart onto the CCAvenue pay page, you need to convert this amount at a fixed rate into INR and throw the INR amount only. Your buyer from outside India will see the INR amount on this CCAvenue page (which offers multiple payment options). He will also be told that if he wants to view this INR amount in his local currency he could also use the live CCAvenue currency converter link. This would show him the approximate amount in his local currency, which would be billed to his Credit Card statement at the time of that precise particular transaction. Your customer will be billed in his local currency in his card statement.

RBI insists that Merchants in India settle transactions in INR only and the respective banks give a foreign exchange inward remittance certificate (F.I.R.C.), which we (CCAvenue) then pass on to you (Our Sub Merchant). This takes care of the Income Tax part of things, to enable you to claim exports benefits under section 80 HH of the Income Tax Act.

CCAvenue will issue you a FIRC (Foreign Inward Remittance Certificate) for all overseas transactions done. This will be issued on a quarterly basis. A small documentation fee may be levied.


What is the export procedure related to Internet sales?
The transactions received over the Internet can be divided into the following classes.

a) Export as Gift Shipment - No SDF or GR is required unto a value of Rs 1,00,000 (Please download rbi_rules_exports.pdf)
b) Exports in normal course without SDF or GR if the exporter gives a declaration that the value does not exceed Rs 25,000 per shipment. (Please download rbi_rules_exports.pdf)
Please also download and check out rbi_guidelines_for_export_receipts.pdf, in which it is stated that Credit Card, as a means of payment, is acceptable for export of goods and/ or services.

Also Click here, to Download the AP (DIR Sense) Circular No.53 (June 27,2002) Issued by the Reserve Bank of India, regarding the Use Of Credit Cards.




Courier Export Procedure:
If you have goods on which you intend to claim duty drawback benefits or import license benefits or any other benefits that relate to the Ministry of Commerce then it is important that exports be carried out with an SDF and regular shipping bills as well as the courier endorsed House Airway Bill which clearly shows your consignment number marked. All of these documents should be attested by the customs authorities and provided to you by the courier company.
Please do also note that for the purpose of claiming export performance for Income tax benefits under section 80 HHC, you only need to provide an FIRC certificate, which proves that the foreign exchange has been earned. This has to be certified by a CA. CCAvenue will provide you the FIRC( Foreign Inward Remittance Certificate) for all your transactions which are through your Non-Indian customers.

Whose name will appear in my customers' Credit Card statement?
Your customer's Credit Card statement will be billed as CCAvenue.com or Avenues (I) Pvt. Ltd. During the transaction and after successful payment we make it amply evident to your customer (on the pay page and by a confirmation e-mail) that his Credit Card statement will reflect the charge as this.

What is a Credit Card chargeback? What is CCAvenue's Credit Card chargeback policy?
A refund that is forced by a Credit Cardholder's and Credit Card company is known as charge back. This occurs when a cardholder decides to formally dispute a charge on his/her Credit Card bill, usually because someone else fraudulently used that card number.
Credit Cards Permit Chargebacks As per VISA & MASTERCARD rules any online transaction can/may also be revoked or refuted by a customer to a Sub Merchant via his card-issuing bank for the following reasons. This is normally allowable for up to 6 months from date of the transaction. However, in some cases this period may may extend even beyond 6 months depending on the Bank policies of certain banks.
a) The Sub Merchant has not shipped the goods or delivered the promised service.
b) The Sub Merchant has taken back the goods /cancelled the services but not yet issued a refund on the Credit Card.
c) The cardholder's Credit Card has been fraudulently used by someone else to procure goods and services - without knowledge or prior agreement of the cardholder.
CCAvenue's payment gateway service provider, ICICI Bank and Citibank, have state-of-the-art fraud screening capabilities to reduce risks. However, if any chargeback is reported by the cardholder, you (sub-merchant) will be liable to pay the amount back to CCAvenue or it will be adjusted with the current balance of your account with CCAvenue; or you will be liable to refund back the disputed amount back to CCAvenue. Please note that this practice is universal and is followed by all payment gateway service providers the world over. CCAvenue has also an in-house team, which will screen all the transactions. Please see the section on fraud reduction tips for more information.

In cases which prima facie look fraudulent, the same will be referred back to payment gateway for a further thorough authorization and if it is still authorized then CCAvenue will forward the transaction to the Sub Merchant so as to enable him/her to use his/her judgment whether or not he wants to execute the order or not. The chargeback disputes are normally less than 1% of the total transactions in a year.

a) Sub Merchant should keep complete proof of goods being shipped. This could be in the form of a Courier consignment note or Receipt from the final consignee.
c) The Sub Merchant can prove that the customer was informed in advance about refunds / return of goods for replacement faulty goods.

A CHARGEBACK CAN ONLY BE REVERSED IF THE CREDIT CARD HOLDER FORMALLY INFORMS HIS/HER BANK OR CREDIT CARD ISSUING INSTITUTION THAT HE/SHE WILL ACCEPT THE DISPUTED CHARGE.

Fraudulent use of a Credit Card on the Internet is always at the risk of the Sub Merchant.
Sub Merchants should keep an internal benchmark for the level of transaction for which he will take a risk, without asking for additional documentation from a customer.
Example: ABC Shops has internally set a per transaction limit of Rs 30,500/-. Which means that up to Rs 30,500/-, ABC Shops will process an order without asking the customer to provide additional proof. If the transaction amount is more than the internal benchmark of Rs. 30,500/- then poof is required for:
a) That this customer owns the Credit Card he is using.
b) He is who he says he is. (ID)
So ABC Shops asks any customer who does a transaction over Rs 30,500 to send by fax the following:-
a) The last statement he received from the Credit Card company, which clearly shows his Credit Card billing address as well as the Credit Card number. b) A copy of his driving license / national identity card / PAN No. / Passport which proves he is the person who has placed the order. When ABC Shops has these documents, then they can go ahead with the customer without any doubts knowing full well that no fraudulent usage is taking place of the Credit Card being used for the purchase of their goods or service.

 
What is "Authorize and Capture" facility? Why should merchants ship the products within 12 days and capture their order amounts from their CCAvenue account backend?
In order to understand this you need to understand the way in which the Credit Card payment processes work. As you may already know, once a transaction of say Rs. 10,000/- comes from your site and is forwarded to the gateway and authorized in real time, it means that the amount of Rs. 10,000/- is blocked from your customer's Credit Card limit for a period of 13 days. For eg. If you customer's Credit Card has a credit limit of Rs. 40,000/-, Rs. 10,000 will be blocked for your transaction for a period of 13 days from the time of the transaction from your site. Your customer after doing the transaction from your site, will have only a Credit Card limit of Rs. 30,000/- left. This Rs. 10,000 that is blocked for 13 days will not be reflected in his Credit Card statement until and unless you capture the order from your CCAvenue® account backend.

Only after you capture the order will
a) The debit of Rs. 10,000/- be reflected in your customer's Credit Card statement and
b) The order amount less the transaction discount be credited to your CCAvenue® account statement.

Therefore, it is imperative that you ship the order within 12 days and capture the amounts from your CCAvenue® account backend. If your business model requires that you capture the amount before you actually ship the order and your customer is agreeable to the same, then you may do so. If you do not capture within 12 days, the transaction automatically evaporates from the payment gateway system on the 13th day and the Credit Card limit of Rs. 40,000/- is restored to your customer's Credit Card. You cannot block your customer's card forever. This facility helps Merchants in a way that if they want to cancel or do partial capture within 12 days of the receipt of the order, then they do not have to pay any cancellation charges of 5% on the cancelled amounts. Before the introduction of this facility, merchants had to pay cancellation charges for orders they could not fulfil. Please note that in cases where the has selected the net banking option for payment the transaction amount in case of a successful transaction is immediately debited from his account.

The CCAvenue® system requires that you view the details of orders placed by your customers and capture the orders within 12 days so that the order amounts can be credited to your account.
The steps to be followed 'To Capture an Order' are as outlined below:

STEP 1: Click on the 'Pending Orders' link.
STEP 2: Select the orders you wish to view the details of click the 'View Selected Orders' button.
STEP 3: For each order you will be capturing select the Delivery Mode from the dropdown menu of delivery options, enter the Delivery Details in the box provided and select the 'Shipped / Executed' radio button.
STEP 4: Click on the 'Update Orders' button.

Please note that we recommend that you access the 'Pending Orders' section regularly (at least 4 times a day) and capture orders keeping in mind that orders are kept pending for only 12 days inclusive of the date of placement of the order. At the close of the 12th day (i.e. on the 13th day) the order is automatically cancelled by the system.

Note: In case an order paid through Credit Cards is cancelled within the 12 day period of capture then transaction charges will not be applied to that order. However, in case of transactions paid using the net banking option the TDR will still be applicable as the cancellation of that order amounts to a refund.


What are CCAvenue's refund and end customer dispute policies?
CCAvenue maintains a customer-friendly refund policy. This keeps our administrative costs under control in two ways: First, it reduces the amount of time spent researching customer inquiries; and secondly, it reduces the occurrence of chargeback disputes. (A chargeback dispute is a refund that is forced by the customer's Credit Card company.)
Granting Refund to customer:-
In most situations when a customer asks for a refund, we want to try our best to grant that refund. Here are some guidelines on our refund and dispute policies: The Seller sets a time limit: The sub-merchant is required to set the refund time limit on his/her site depending on the goods sold on his/her site. If a customer is dissatisfied with a product that he/she has ordered, the client should accept the product back and grant a refund. If desired, a client may specify that shipping charges are not refundable; however we would prefer to refund the shipping charges as well.
 

Guidelines for Gift Shipments to USA and Canada

This is with reference to shipments being sent as gifts to destinations in USA and Canada. Over the past couple of months, we have found a large number of such shipments being held in US customs and then making its way back to India as the shipper has either mis-declared the same or not provided adequate documentation.

Enclosed are guidelines that would help eradicate this problem.

In brief :-
1. Maximum declared value should not exceed USD 100
2. Each package should be clearly marked "Gift Shipment"
3. Individual gifts within a consignment should be wrapped separately and each marked "gift shipment"
4. Gift shipments from a company to an individual should have a declaration certifying the same
5. Items in bulk quantities cannot be sent as gifts eg. readymade garments


Should it be found that shipments have been mis-declared and the shipper subsequently cannot provide the necessary documents to have these cleared and the shipment is eventually returned to India and the shipper will be liable to bear all transportation charges OR Customs may permit the shipment to be destroyed. Destroyal charges if any would also have to be borne by the shipper.

To view the clauses governing the Declaration of Gifts as defined by the US Government click here.....

 

Can I cancel an order that I have received from my customer? Will I be liable to pay any cancellation fees?
A Sub Merchant can cancel an order with out any Service fees being charged only as long as the order is cancelled in the window period (this period is fixed by CCAvenue which is currently set at twelve days). If the sub merchant fails to either capture/cancel in the window period, transaction becomes invalid. Note: This option is not available for payment by Direct Debit cards In case of debit in ICICI net banking account, a refund will be made only if the order is cancelled within 10 days, from the date when the order is placed.
 
Technical, Security and other issues
When is a successful transaction eligible for payment? What action is required by a sub-merchant to enable CCAvenue to process a scheduled payout? What payout schedule does CCAvenue currently follow?
Transactions processed by Credit Card through CCAvenue are always presented to the sub-merchant in the "pending" mode. Which means that the sub-merchant is guaranteed that the customer’s card is good / credit worthy for the amount of that transaction for the next 12 days. During this period of 12 days the sub-merchant has to perform any one of the following actions.
a) He may decide not to fulfill the order and mark it as cancelled.
b) After arriving at a consensus with the buyer decide to ship part of the ordered goods and claim only an amount equal to the shipped order.
c) Ship all of the ordered goods and claim the entire value of the transaction.

If the sub-merchant is confident of shipping the goods after a period of 12 days (and has the agreement of the customer for this) he may go ahead and capture the amount, and subsequently ship the goods as per their agreement. Should the sub-merchant subsequently fail to do this and wish to refund the amount, the charge of 3.75% will have to be borne for the gateway usage. Once the capture / fulfillment process has been completed by the sub-merchant CCAvenue's accounts department will process all such "captures" undertaken till mid-night of Thursday and process payments to reach the sub-merchants' account by direct credit / office by an at par cheque on the following Monday.
 
 
Is CCAvenue more secure than other Payment Service Providers?
Yes - CCAvenue uses secure servers throughout. Contrary to media myth, computer-to-computer transactions using secure servers are generally considered very safe indeed - certainly as safe as, or even safer than, transactions which rely on signatures on bits of paper or card details dictated across a potentially open telephone lines. CCAvenue contains a number of features designed for e-commerce security across the Internet. Combined, these features make CCAvenue many times more secure than other "distant" users of a credit or debit card, such as telephone or mail order and of course, its competitors. CCAvenue adopts stringent security measures to ensure that critically sensitive information, such as your customer's personal information, is protected. For ultimate data security CCAvenue follows the policy of making end customers place their Credit Card numbers and bank account details directly onto the secure web pages provided on Payseal.com and citibank.co.in and the various Net Banking interfaces.

Authorization by ICICI's Payseal and Citibank secure gateways
All your customers' Credit Card Authorization is done using ICICI's E-Payments and Citibank High End Secure Payment Gateways. Your customers enter all their personal information and Credit Card details on ICICI's E-Payments(Payseal) and Citibank's secure servers and the same is encrypted before it is transmitted over the Internet to the Acquiring Banks. Additionally CCAvenue's server is behind security firewalls to ensure maximum protection of your customer's information. This guarantees that your information is inaccessible to any third party. CCAvenue uses industry-standard SSL (Standard Sockets Layer) Technology, which is used worldwide, for this data encryption.
Authentication by Verisign

CCAvenue is registered with Verisign, the world's best and most trust worthy Net Authentication Agency.Click hereto verify our certificate. CCAvenue also follows strict in-house security guidelines for ensuring confidentiality of your customer information. Since the Payment Gateway application software is maintained at ICICI's E-Payments and Citibank's secure high-end servers, new payment technologies, standards and features are automatically implemented as they emerge. Citibanks and ICICI's E-Payments payment gateway is integrated with risk management component, which empowers them with the ability to control risk effectively. So, without changing your interface, you get the benefits of the latest technologies, which allows you to stay ahead in the rapidly changing landscape of E-commerce.

Internationally Certified Security Standards.
CCAvenue has installed a variety of products and processes to pre-empt credit card fraud and advice merchants how to forestall charge backs. These are internationally certified security standards, which ensure the security of transactions, conducted via your website.

  • CCAvenue has achieved the new PCI DSS 1.1 Standards of Compliance, which makes it one of the most secure payment gateways in the world. Click here to verify our certificate.
  • CCAvenue® is registered with Verisign, the world's best and most trust worthy Net Authentication Agency. Click here to verify our certificate.
  • CCAvenue employs the best in online security. Daily testing is done to maintain its Hacker Safe Secure Certificate.
  • CCAvenue is one of the few companies in the world to implement the new Verified By Visa and the MasterCard Secure Code protocols which are expected to reduce charge back-level by as much as 90%.
  • CCAvenue also uses tried and tested methods like Authorize and Capture (http://www.ccavenue.com/content/authorize.jsp) as well as C.V.V (Credit Card Verification Value (http://www.ccavenue.com/cvm.htm) to reduce the incidence of charge-back and fraud.
In addition, we have a team of experts who review each transaction within a set of parameters. On suspicion, they attempt to undertake physical verification, use proprietary techniques as well as seek access to files offered by reputed financial institutions. All these measures are a part of a constant process that tracks, identifies and implements the latest security technologies and processes to make transacting through our gateway as safe as possible.
 
 
What level of encryption does CCAvenue use?
CCAvenue uses the most powerful Verisign secure socket layer (SSL) for encrypting customer data during transmission. To put this into non-technical terms, it would take 340,000,000,000 years for today's fastest computers to crack Verisign SSL. Click here to verify our certificate.
 
Taxes
I received a letter from CCAvenue regarding a 10.30% Service Charge? What is this?
The Union Budget 2008-2009 is levying a service tax of 10.30% (inclusive of Education Cess) on Credit Card companies. As a result, a service tax of 10.30% will be charged on the Setup Fee, ASCU charge and TDR charged by CCAvenue. The service tax thus collected will be deposited to the government and we will include this amount on the payout statements and invoices issued to you.
 
How will the tax amount be calculated?
The service tax will be 10.30% of the applicable TDR. For example: If your transaction amount was Rs 100.00 and your TDR is 7% then the service tax would be levied on Rs. 7.00 only at the rate of 10.30% which amounts to 73 paise only.
 
How are you going to collect the service tax from me?
We will deduct the service tax due from your payouts.
 
Why are you charging this to me and not absorbing it yourself?
This tax has been levied by the government. As part of our services, CCAvenue will be deducting the charge from the amount payable to you and depositing it with the government.
 
Can I claim a refund from the authority?
There are certain provisions in the Service Tax legislation that may enable you to seek credit for such service tax paid on certain services. However, we are not in a position to advise you on this issue. We suggest you consult a professional tax advisor who will be able to advise you appropriately based on your individual circumstances.
 
How will I get to know about the amount deducted?
The amount of service tax levied will be conveyed to you as a part of the periodic statements/invoices issued.
 
Is the amount deducted on each transaction or on a lump sum?
The service tax will be charged on every Transaction.
 
Can I levy this service tax on to my customer?
The applicability of this particular tax relates to the transaction between card processing companies and merchants like you. Please consult your tax advisors to know how the law will impact your pricing to the customer.
Billing in foreign currency on the website
Can I offer the products on my site with INR as well as USD pricing while maintaining a single CCAvenue account. If yes, should I use two different shopping cart links for this purpose?
You may represent your product pricing in any number of currencies. At the end of the transaction when your client has to check-out to the CCAvenue payment option page, we require that the payment amount is in INR equivalent only. This is because we do not process the final payment in any other currency but INR; because of RBI rules and Regulations. And no, you do not have to create a separate shopping cart link for the various currencies.
 
How can I ensure that the payment amount reflected on the final CCAvenue checkout page is in INR equivalent?
You need to have a backend process that will convert your displayed foreign currency price into INR. Eg. If a customer in the US buys a product worth US$10, this amount must get converted to Indian Rupees at the current exchange rate at your end; before it is thrown to CCAvenue. Your buyer from outside India will see the INR amount on this CCAvenue page (which offers multiple payment options). At this point, he can view the exchange value of the INR amount being billed to him in his local currency; by using the live CCAvenue currency converter link. By calculating the exchange value at the precise time of the transaction, (INR >< US$)the customer can see exactly how much will be billed to him in his currency on his Credit Card statement.

Your customer will be billed in his local currency in his card statement.
Particulars
Amount
Customer Buy Price
5% US$10
Live Conversion rate on the CCAvenue currency converter
US$1 = INR 48.5
Actual Amount billable by CCAvenue in INR (US$10 x 48.5)
INR 485
Your website Conversion rate
US$1 = INR 48.0
Amount thrown to CCAvenue Payment checkout page(US$10 x 48.0)
INR 480
Amount billed to, and payable by, customer in US$ according to your exchange ratio
extra
Amount Charged to your customer's Credit Card
--INR480 >< US$9.89
Please do a test transaction on a website like http://www.saranam.com/ and see how it works, it will be more clear then.
 
With the exchange rate fluctuating on a daily basis, how can I ensure a comfortable deal for the customers and myself?
No genius in the world can predict at what exchange rate (INR >< US$) rate the end customer is going to get his Credit Card bill as this fluctuates by the minute. So to play safe, you must ensure that, no matter what happens, the end customer should not see any amount over US$10/- on his Credit Card billing statement. For this, you need to work with a benchmark. Let's assume, the US$ rate today for INR is INR 48.50 = US$ 1. You should take a benchmark of INR 48.0 = US$ 1. Which means that even if the clients' bank is actually using the exchange rate INR is INR 48.50 = US$1, the client will only be billed US$9.89; as against US$10/- which he agreed to pay you. (This is arrived at by US$10 x 48.0 = INR 480/48.5 = 9.89) To ensure the best deal for both you and the customer, you will have to regularly monitor the INR >< US$ rate of exchange, and maintain an optimum difference parameter. While small corrections in the exchange rate do not affect your customer's price negatively, you must also be careful not to underprice yourself on the exchange rate too much. Do upwardly revise your INR calculation if there is a huge jump in the exchange rates, so that this jump can add to your profitability.
 
Will I be able to claim export benefits for all my overseas Credit Card transactions?
RBI insists that Merchants in India settle transactions in INR only and the respective banks give a foreign exchange inward remittance certificate. CCAvenue will then pass this certificate on to you, our Sub-Merchant. This would take care of your Income Tax issues, enabling you to claim exports benefits under section 80 HH of the Income Tax Act.
CCAvenue: an Online service
Does CCAvenue have any offline services or support infrastructure?
CCAvenue is a pure internet model with only online sales and support. All the details you require to enroll and conduct business through CCAvenue are available at www.CCAvenue.com For any specific queries not answered by the FAQs, or info on the website, please e-mail us at: service@CCAvenue.com. Alternatively, you can chat online with our support staff on any day from Monday to Saturday, between 10.00 am - 6 pm. (info@CCAvenue.com / contact@CCAvenue.com).
Maintaining your CCAvenue.com Account
How can I check the amount payable to me by CCAvenue?
To confirm your current balance payable, log in to your CCAvenue.com account by using your user name and password. On the screen that follows, click "View Account Statement" option.
 
 
Do I have to maintain any minimum balance in my CCAvenue.com Account?
Yes, just as you are required to maintain a minimum amount in your savings account in a nationalized bank; you (sub-merchant) need to maintain a minimum balance of Rs 1000/- in your online CCAvenue.com Account.(Please refer the clause of 17 in the agreement.)
 
 
How often will I receive my payouts?
CCAvenue settles payments on a weekly basis. Once the net payables in your account exceed Rs.1000/-, CCAvenue will issue regular cheques for all amounts over & above of Rs.1000/- according to our weekly payment basis. That is, for the transactions shipped/executed by you until Thursday, you will be paid on the following Monday.

1) Direct NEFT settlement from CCAvenue to the merchant’s bank would ensure that the payouts happen without time loss and without dependency on the courier company. The dispatch details of the same will be emailed to you by Monday.

2) Citibank at par cheque payable as a local cheque in your city, will be couriered every Friday evening via a PROFESSIONAL Courier and the dispatch details of the same will be emailed to you the following Monday.

3) Alternatively, if you have an account in any of the banks listed below, your Cheque can be directly deposited to your account with same being reflected the next day.

Sr. No.

Name Of The Bank

Sr. No.

Name Of The Bank

1.

HDFC Bank Ltd

10.

Bank of Rajasthan

2.

ICICI Bank Ltd

11.

Kotak Bank

3.

Citibank N.A.

12.

Oriental Bank of Commerce

4.

Axis Bank Ltd

13.

Jammu & Kashmir Bank

5.

IDBI Bank

14.

Corporation Bank

6.

Standard Chartered Bank

15.

Centurian Bank of Punjab

7.

ABN Amro

16.

State Banks

8.

HSBC

17.

Union Bank of India

9.

Punjab National Bank

18.

ING Vysya

Kindly Note: Master/VISA Payment Options are available through ICICI/Axis Bank and are subjected to an approval from the respective bank. A different set of documentation will be required with either of the banks opted by the merchant.
 
The CCAvenue Virtual Terminal
What is the CCAvenue Virtual Terminal?
The Virtual Terminal enables businesses to authorize and process Credit Card transactions from any computer with an Internet connection and a Web browser. Virtual Terminal replaces standard authorization terminals or software and provides the best solution for merchants to authorize Credit Card transactions for sale of services or merchandise from anywhere in the world, be it from their retail outlets, an exhibition space or even at your client's office.

To authorize Credit Card transactions, the merchant simply completes an electronic form that provides the Virtual Terminal system with the information it needs to complete the transaction. This information is encrypted using the latest 128 bit Secure Socket Layer (SSL) technology and sent to the CCAvenue server. The server then sends the data through the authorization network over a secure, proprietary connection. When the process is completed, the merchant receives the transaction authorization status.

The Virtual Terminal makes Credit Card authorization and transaction processing fast and easy.
 
 

What are the Virtual Terminal settings and how do I define them?
This section allows the sub-merchant to determine and set the features required for any transaction processed through the Virtual Terminal.

Step 1: To configure the fields that will appear on the Virtual Terminal page, execute the following steps:

Payment Options: Determine whether you would like to receive payments by Credit Cards and/ or Debit Cards and/ or Net banking and/or Cash Cards and/or Mobile Payments for any Virtual Terminal transaction.

Display Shipping Details: By default the setting is 'Yes' which means that the Virtual Terminal will prompt you to capture the shipping details, however if your business model does not require these then you may select the 'NO' option and the Virtual Terminal page will not display the fields for capturing shipping information.

Real Time Success Failure: By default, the setting is 'NO'. Select the 'Yes' radio button if you wish to receive the real time success failure parameters on your website. In case of activation of this feature, you would be required to provide the url to which the parameters are to be posted. You must have requested activated and integrated real time success failure for your website before this feature to function.

Step 2: Click the Submit button to save your Virtual Terminal transaction settings.

Step 3: System returns a message indicating that the settings have been successfully applied.

 
 

How do I use the CCAvenue Virtual Terminal ?
To use the CCAvenue Virtual terminal click on the 'VIRTUAL TERMINAL' link in the main menu on logging in to your CCAvenue sub-merchant backend.

To start using the Virtual terminal interface you must first determine and select the settings for the Virtual Terminal. Determine whether you would like to receive payments by Credit Cards only or both Credit Cards and net banking for any Virtual Terminal transaction and select the appropriate option under the 'Virtual Terminal Settings' link.

To enter a Virtual Terminal transaction follow the following steps:

Step 1: View and Enter Transaction Information The fields that appear for entry on this page are determined by the settings that you have configured on your account as well as field requirements determined by your processor. All required fields are displayed with an asterisk (*) to the right of the field. This indicates that you must provide a valid value in this field in order to submit the transaction. All other fields that appear are optional.

Virtual Terminal Invoice Information: This section allows you to input information associated with each virtual terminal order or invoice. The merchant needs to enter the invoice number, which must be an unique number for each order. Billing Information This section allows you to enter the customer's billing information associated with the transaction. Fields available in this section include: Customer Name, Address, Country, Telephone Number, and Email Address. Shipping Information This section allows you to enter the customer's shipping information associated with the transaction. If the shipping information is the same as the billing information a simple checkbox selection will automatically populate the information in the appropriate fields. Fields available in this section include: Name, Address, Country, and Telephone Number. You may also check a box on this page to populate the shipping information with details entered above in the Customer Billing Information section of this page. If checked, the details will populate the fields in the Shipping Information section. Product DetailsThis section allows you to enter details of the product / products being orders like Product Description / Goods Sold, Total (INR) Amount (Rs.) and Additional Terms & Conditions / Other Notes or Instructions for each transaction.

Step 2: Select a Payment Method: Depending upon your virtual terminal settings the payment options will be displayed. Select one of the options listed below. On selecting whether to charge to a Credit Card or debit a Bank Account the details of the payment authorization information fields to be captured will be displayed.· Charge a Credit Card - The sub-merchant may select any of the options to indicate which Credit Card the customer has presented. Transactions of this type require a Credit Card number, expiration date and amount. The amount of the transaction will be charged to the Credit Card provided. · Debit a Bank Account - The sub-merchant must select out of the many net banking options depending on which Bank account the customer wishes to transfer funds from in exchange for goods and/or services. Transactions of this type require a bank account name.

Step 3: Payment/Authorization Information: This section describes information associated with the payment method and authorization of the transaction. In case of a charge to Credit Card the fields in this section would include: · Credit Card Number - Credit Card number of the customer. The system will only accept card numbers that correspond to the types listed in the accepted payment method field. · Expiration Date - Month and year of the expiration date of the Credit Card. This should be entered in the format of mm / yy. For example, an expiration date of July 2005 should be entered as 0705. The sub-merchant will also be required to verify and tick the appropriate option. Card Validity Is the Card member Present Does the signature match (with the signature panel on the card) Match Cardholder with Personal ID (Driving License, Passport)In the case of eCheck transactions, selecting Debit a Bank Account will display the following information in this section in addition to amount and currency: · Name of Account Holder - This is the name of the person in which the bank account at the financial institution is held.

Step 4: Click Submit.

Step 5: The system will return a response regarding the status of this transaction. If your transaction is approved, you will receive a message indicating that the transaction is approved with a link to more details. If your transaction is declined, you will receive a message indicating that the transaction was declined during authorization. If an error occurs during processing or if your transaction contains invalid data, you will receive an error message indicating the error. In case of Amex (only incase the Amex server is down) a status of 'B' will be returned indicating that the transaction is under batch processing. In case of batch processing orders, they will appear under the pending orders link only after the orders have been processed in the offline mode.

Step 6: On successfully completing the transaction the order will appear under the 'Pending Orders' link of the sub-merchant backend. The merchant must capture the Virtual Terminal order within the stipulated 12 days, as is the case for all other orders.

Step 7: The sub-merchant must take a print out of the Virtual Terminal order invoice, obtain the signature of the customer on the invoice and send a copy of the same to CCAvenue for their records before payment for the captured Virtual Terminal orders will be released. The sub-merchant may view the orders, which are on hold on account of the non-receipt of invoice copies.

 

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