Overview

Chargebacks are shopper requests for funds reversal made directly to the bank/PayPal, possible only if the payment was made using a credit/debit card or PayPal. As a rule of thumb, buyers contact their credit card bank/issuer or PayPal directly to initiate a chargeback.

2Checkout charges commissions for the initial transactions associated with orders refunded as a result of chargeback disputes initiated by shoppers.

Recommended resources

Credit/debit card chargebacks

The chargeback process for credit/debit card transactions is described below.

Chargebacks are triggered by shopper requests to their credit/debit card issuer to dispute charges appearing on their credit card statement. Only chargebacks for payments made using the following credit/debit cards are accepted:

• VISA/MasterCard
• American Express
• Discover
• JCB
• Carte Bleu
• Diners Club
• EloCard
• HiperCard
• UnionPay

Shoppers may issue chargebacks for multiple reasons, including but not limited to:

• Shoppers haven’t received the purchased items;
• Shoppers are unsatisfied with purchases and are unable to resolve the problem directly with you;
• Shoppers are charged multiple times for the same order;
• Shoppers claim that they received your agreement for a refund, but the refund was never processed;
• An unauthorized party made a purchase with the shoppers’ credit card details;
• Shoppers have concerns about the validity of the purchase (they don’t recognize the charge on the statement);
• Shoppers claim that they did not agree to subscription renewals.

Chargeback time limits

The chargeback time limit refers to the specific time window allowed for parties to respond to each phase of a chargeback dispute. Cardholders, banks, and merchants each need to keep to the deadlines imposed by the card networks or risk losing a claim.

Cardholders/Card issuers

In most cases, cardholders have up to 120 days from the transaction processing date to file a chargeback (the limits for cardholders can vary from one issuer to another and/or depending on the chargeback reason code).

2Checkout Merchants

Should provide us any information or documents available that they might have regarding the disputed order, within 3 working days from the chargeback notification, in PDF format – if they want to challenge the case.

Chargeback resolution

It might take between 90-120 days until a final resolution is received. The decision is based on a standard set of rules and regulations created by Visa/MasterCard and is then communicated to 2Checkout and the shopper.

Workflow

1. The issuer bank contacts 2Checkout’s bank with a request for the transaction details.
2. 2Checkout is informed by its bank/payment processor of the chargeback dispute, and the chargeback amount is debited from 2Checkout’s bank account.
3. 2Checkout responds to the open chargeback disputes by providing required documents to the bank.
4. You receive an IPN (instant payment notification) of the open chargeback dispute from 2Checkout.
5. 2Checkout restricts the disputed amount from being paid to you.

While chargebacks are handled directly by banks, 2Checkout still plays a role in resolving disputes. We are notified by the banking entities we’re working with of every chargeback, receiving information requests for each incident. The reason provided by the shopper to its issuer also reaches 2Checkout along with the request for transaction details.

6.  2Checkout provides the following standard details to the bank: 
   
   • Payment method used by the shopper (PayPal account or first and last 4 digits of the card) to confirm the transaction.
   • Name, address, and email of the shopper to be verified by the bank and compared to the ones used to create the bank account.
   • Delivery details: subscription codes, attachments, or delivery confirmations.
   • Issued invoices
   • Terms and conditions, refund policy from your website showing that the shopper accepted the charge based on your public policies.
   • In case of a renewal transaction, the bank is also informed about the shopper’s agreement to the renewal made in the shopping cart.

2Checkout acts as a mediator between the bank, shopper and you, once a chargeback has been initiated. You will receive a request for additional details regarding the transaction to help us defend the dispute against the bank.

7. 2Checkout may request any shopper, transaction, or subscription-related documents from you, including, but not limited to:
   
   • Proof of delivery, in case it was made directly by you.
   • Support tickets received from the shoppers and answered by the support team, showing the customer issue resolution.
   • Any correspondence you had with the shoppers showing the validity of transactions, the fact that they placed the order and agreed to the delivery.
   • Proof that subscriptions delivered to shoppers are in use.
   • Correspondence with shoppers related to refund requests.
8. 2Checkout forwards all details received from you to the bank, adding further explanations if necessary. Based on the details received from 2Checkout and from the shopper, the bank and the credit/debit card issuer offer a resolution to the dispute. The decision is based on a standard set of rules and regulations created by Visa/MasterCard and is then communicated to 2Checkout and the shopper.
9. 2Checkout notifies you and the case is closed when a chargeback is won. 2Checkout pays the chargeback amount to you in full.
10. 2Checkout creates a reversal transaction when a chargeback is lost. You are notified about the lost cause and the debited amount.

In case of renewal transactions, a chargeback can be initiated for each individual payment.

SEPA Direct Debit chargebacks

According to SEPA Direct Debit Core Scheme, the shopper has the possibility of raising a dispute without having to provide any justifications during the eight weeks following the direct debit transaction date. This is known as the right to a ‘no-questions-asked refund’.

If the transaction was unauthorized and the shopper can prove that, they can ask for a refund up to 13 months after the direct debit transaction date.

The Direct Debit chargebacks are not defendable according to the issuing banks and SEPA Direct Debit Core Scheme.

PayPal chargebacks

The PayPal chargeback process is similar to the one for credit/debit cards, with one important difference: both the shopper and 2Checkout directly negotiate the dispute with PayPal. PayPal chargebacks occur after shoppers contact PayPal to dispute charges made to their account.

PayPal chargebacks may be issued for a number of reasons, including but not limited to:

• Shoppers haven’t received the purchased items.
• Shoppers are unsatisfied with purchases and are unable to resolve the problem directly with you.
• Shoppers were charged multiple times for the same order.
• Shoppers claim that they received your agreement for a refund, but never received the refund.
• An unauthorized party made a purchase with the shoppers’ PayPal details.
• Shoppers have concerns about the validity of the purchase (they don’t recognize the charge on the statement).
• Shoppers claim they did not agree to subscription renewals.

Workflow

1. Shoppers contact PayPal requesting a chargeback.
2. PayPal contacts 2Checkout with a request for the transaction details. The reason provided by the shopper to PayPal is sent to 2Checkout along with the request for transaction details. Note: Based on how the funding source is set by shoppers in their PayPal accounts, they can dispute transactions directly to their bank instead of PayPal. In this case, PayPal acts as a mediator between 2Checkout and the shopper’s issuing bank.
3. PayPal informs 2Checkout about the open dispute, and the amount is debited from 2Checkout’s bank account.
4. 2Checkout responds to the open chargeback dispute contacting PayPal.
5. You receive an IPN (instant payment notification) of the chargeback dispute from 2Checkout.
6. 2Checkout blocks the disputed amount from being paid to you.
7.  2Checkout provides the following details to the bank: 
   
   • Payment method information (PayPal account) to confirm the transaction.
   • Name, address, and e-mail of the shopper to be verified by PayPal and compared to the ones used to create the user account.
   • Delivery details: subscription keys, attachments.
   • Issued invoices.
   • Terms and conditions, refund policy from your website showing that the shopper accepted the charge based on your public policies.
   • In case of a renewal transaction, PayPal is also informed about the shopper’s agreement to the renewal made in the shopping cart.

2Checkout acts as a mediator between PayPal, the shopper and you, once a chargeback has been initiated. You will receive a request for additional details regarding the transaction to help us argue the case with PayPal.

1. 2Checkout may request any shopper, transaction, or subscription-related documents from you, including, but not limited to:
   
   • Proof of delivery, in case it was made directly by you.
   • Support tickets received from the shoppers and answered by the support team, showing the customer issue resolution.
   • Any correspondence you had with the shoppers showing the validity of transactions, the fact that they placed the order and agreed to the delivery.
   • Proof showing that subscriptions delivered to shoppers are in use.
   • Correspondence with shoppers related to refund requests.
2. 2Checkout forwards all details received from you to PayPal, adding further explanations if necessary. Based on the details received from 2Checkout and from the shopper, PayPal offers a resolution to the dispute. The decision is then communicated to 2Checkout and the shopper.
3. 2Checkout notifies you and the case is closed when a chargeback is won. The chargeback amount on which 2Checkout placed a hold when the chargeback was opened is paid to you in full.
4. 2Checkout creates a reversal transaction when a chargeback is lost. You are notified about the lost cause and the debited amount.

In case of renewal transactions, chargebacks can be initiated for each individual payment separately.

Overview

Use the API methods displayed below to create orders for physical products.

Search the shipping methods defined in your Control Panel, and extract information on how the shipping price is calculated.

Overview

Configure regular promotions to apply to products purchased by your partners.

Availability

You can configure all regular promotions to apply to Channel Manager transactions.

Adding a partner promotion

1. Go to Marketing tools -> Promotions -> Regular promotions.
2. Click Add regular promotion.
3. Give the promotion a suggestive title and description. Shoppers can see the promotion title during purchase.
4. Select when you want the promotion to run. You can limit promotions to a specific time interval or let them run indefinitely. To start a promotion as soon as you mark it Active, leave the start date empty. If you don't set the end date, the promotion will stop when the maximum number of orders has been reached or will continue to run if the maximum number of orders is unlimited.
5. Apply the promotion to Channel Manager.
6. Choose the coupon / voucher type:
   
   • Single - one voucher to impact multiple orders;
   • Multiple - individual and unique, per-order vouchers.
7. Choose whether to restrict the promotion to a number of orders, or apply it for all orders. This option is only available for single coupons.
8. Choose whether or not to limit the promotion based on the product quantity. Any product quantity above this limit will be sold at full price.
9. Fill in the promotion coupon/voucher code. The maximum length of a coupon code is 255 alphanumeric characters.
   
   • Single: enter the coupon values manually
   • Multiple: either add the values manually one coupon per line, or use the coupon generator available in the Control Panel to generate 5, 10, 20, 30, 50 or 100 vouchers at a time and either append them to an existing list or replace existing items. The generator creates random vouchers that resemble this: D8C10E32. 2Checkout recommends limiting the number of coupon codes to a maximum of 25000.
10. Select the discount type:
    
    • Percent
    • Fixed
11. Choose whether or not to apply discounts automatically. Only available for single coupons. This option applies discounts to all selected products in all orders, without the need for shoppers to enter the coupon manually.
12. Choose whether or not to publish the promotion to the 2Checkout Affiliate Network.
13. Activate the promotion.
14. Select the products to be included in the promotion.
15. Click Save.

What should I use, a single coupon or multiple vouchers?

It depends on the type of promotions you're offering partners.

• Single - a single coupon can be set up designed to let you and partners use it for as many orders as you wish. You can control the validity of the single coupons by specifying a maximum number of orders. You will need to define the coupon code manually.
• Multiple - unique coupons can be used with a one-time effect, each discounting a single order (i.e. they cannot be reused, as such you can no longer have them impact an unlimited number of orders). You can enter coupons manually, one item per line, or have the 2Checkout platform's coupon generator produce the codes for you. Coupons can be created in batches of 100 and appended to those already generated, or used to replace them entirely.

Maximum quantity per product

Define the maximum number of units per product (order line) to which the coupon will be applied.

For example, let's assume that you're offering a discount of $10 with Coupon 1 for Product 1 ($100) and you limited the maximum quantity per product to 5.

A partner purchasing 10 units of Product 1 will pay $90*5 + $100*5 = $950.

Can discounts be applied automatically to orders?

By selecting the Auto apply discount (instant discount) option, any discounts configured will be automatically applied to products when they're added to the shopping cart.

How do Channel Manager promotions (discount) codes/vouchers work?

Channel manager discount coupons can be used:

1. By you when placing orders on behalf of your partners;
2. By your partners during the ordering process.

Impact on price in relation to manual discounts, extra margin and partner margin

Discount coupons (promotions) for partners (Channel Manager) impact the total costs of the products involved in the ordering process.

For example, let's assume that Subscription 1 costs $100. A 10% Discount coupon (promotion) for Channel Manager will reduce the costs that partners have to pay to $90.

You can control the costs of partner orders even further, using a number of promotional and incentivizing mechanisms such as manual discounts, partner margin and extra margin. These contribute to reducing product/service prices progressively, in the following order:

1. Coupon / voucher discounts;
2. Manual discounts;
3. Partner margin;
4. Extra margin.

In the example above you can see how promotions and margins impact product / service costs. $$70.41 represents the final price that partners will pay for 2Checkout New Subscription after all discounts and margins were deducted.

Can multiple coupons be used for multiple products part of the same partner order?

There are a number of promotional scenarios that you should be aware of, especially when they'll involve orders with multiple coupons and products in the same shopping cart.

1. Regular promotions with multiple products each with its own coupon code will be applied in concert.
   

   Product 1	Coupon 1
   Product 2	Coupon 2
   Product 3	Coupon 3

   In this example, let's assume that you or your partner added Product 1, Product 2 and Product 3 to cart. Subsequently, Coupon 1, Coupon 2 and Coupon 3 are also added to using the coupon code one after the other. Since each coupon applies to a different product, all products in the cart will be discounted, by the specific promotion configured for them.

2. Regular promotions configured for the same product are not cumulative.
   

   Product 1	Coupon 1
   Product 1	Coupon 2

   However, if Coupon 1 and Coupon 2 govern discounts for the same product, adding them one after the other in the shopping cart will result in the 2Checkout system applying only the discount for the last promotional voucher provided, and disregarding all previous price cuts.

3. A single coupon for multiple products can coexist with other discounts as long as they apply to different offerings.
   

   Product 1	Coupon 1
   Product 2	Coupon 1, Coupon 3
   Product 3	Coupon 2, Coupon 3

   In the example above, when added to cart, Coupon 1 will apply to both Product 1 and Product 2, simultaneously. Coupon 2 can also be added, and it will impact only Product 3. However, if Coupon 3 is introduced after Coupon 1, it will replace the later for Product 2, the system keeping Coupon 1 only for Product 1.

4. Multi-product promotions can be limited to impact only a certain volume of units for specific products, and will apply per-order line, starting with the first item in the cart, until the maximum number of units is reached.
   

   Product 1: 1 user / 1 year	5 units	Coupon 1 (quantity limit 10 units)
   Product 1 with different pricing options: 3 users/3 years	15 units	Coupon 1 (quantity limit 10 units)
   Product 2	23 units	Coupon 1 (quantity limit 10 units)

   In the example above, Coupon 1 will discount all 5 units of Product 1: 1 user / 1 year. In addition, it also discount 5 units of Product 1 (that it will count as the same product as the one on the first order line) with different pricing options: 3 users/3 years, reaching the quantity limit of 10 units.

   At the same time, it will discount a full 10 units of Product 2, since it's another order line, and a different product.

Order search export

Partner discounts are displayed in the order search export CSV for each product they impact. The name of the promotion, as well as the impact (per unit) are included in the export.

Do partner discounts work for renewals and upgrades?

This functionality is not supported for the time being.

Before you start using the 2Checkout API, check your PCI DSS compliance status. Find out more details about what PCI compliance means and what you should do to be PCI compliant here. 

2Checkout offers a powerful collection of tools created to reduce your churn rate. Follow the path we set up for you to gain insight into our retention best practices, and start using the tools at your disposal. 

The Web Services Definition Language (WSDL) service description is available at: https://api.avangate.com/soap/4.0/?wsdl.

Overview

Integrate Shopify with the ConvertPlus ordering engine to be able to process payments through the 2Checkout platform in over 200 countries and more than 100 currencies.

This integration helps you provide a localized checkout experience and multiple payment methods, and it's optimized to convert more visitors into customers.

Availability

Shopify integration is available only for 2Checkout accounts that handle their own tax and invoice management (2Sell and 2Subscribe). 

If you already linked your 2Checkout account to your Shopify store using our legacy connector, you can switch to the new integration to benefit from the new ConvertPlus experience.

How to integrate Shopify with 2Checkout ConvertPlus (by Verifone)

Follow these steps to complete integration with Shopify:

1. Install the 2Checkout ConvertPlus Connector from this URL.

   

2. You will be prompted to log in to your Shopify account.

   

3. Once logged in your Shopify store, click on Payments.

   

4. On the next page, click on Choose alternative payment.

   

5. On the Alternative payment providers page, click on 2Checkout ConvertPlus (by Verifone).

   

6. On the next page, install the 2Checkout ConvertPlus (by Verifone) plugin by clicking on Install app.

   

7. In the next window, input your Merchant Code and your Secret Word. You can find these details by logging in to your 2Checkout Merchant Control Panel account and navigating to Integrations → Webhooks & API.
   
   • Copy the Merchant Code in the API section and paste it in the corresponding field on your Shopify admin page.
     
   • Go back to the 2Checkout Merchant Control Panel and scroll down to the Secret Word section. Check if the INS secret word and the buy-link secret word match. If they don't match, edit them to match each other.
     
   • Copy the buy-link secret word and paste it in the Secret Word field back in the Shopify admin page.

   • Activate the Redirect URL by checking the Enable return after sale checkbox in the Redirect URL section. Then click Update to save your changes.

        The  Approved URL  field should remain blank.

     

8. Once you input your Merchant code and Secret word, click on Update settings.

   

9. Once your integration with Verifone is complete, click on Activate 2Checkout ConvertPlus (by Verifone) to start processing payments with us.

   

10. Before activating the plugin, you can check the Enable test mode box for test transactions or leave unchecked for live transactions.

       While in test mode, visitors coming to your website will not be able to place real orders, so do not forget to switch off this feature after doing a test in order to start accepting payments.

That's it! The 2Checkout Convert plus integration is enabled on your Shopify store. Go to your store to see it in action!

About Shopify

Shopify is the Internet’s most elegant, simple, and affordable commerce platform aimed at providing businesses with easy to use e-commerce solutions, taking the challenge out of setting up and managing e-commerce storefronts. Shopify’s scalable and flexible full-featured platform enables any size business to efficiently launch and operate an online or in-store retail presence with ease.

Integrations with major shipping companies make shipping easier, while fulfillment services let Shopify store owners take the hassle out of inventory management and logistics. Shopify has an App Store (http://apps.shopify.com) which hosts a variety of apps to fill every need, ranging from accountancy services to shipping label printers, analytics to social media integration tools. The Theme Store (http://themes.shopify.com) features over 100 premium and free eCommerce templates.

In addition to powering your eCommerce website, Shopify also includes free, built-in mobile commerce shopping cart features so your customers can browse and buy from your store using their mobile phone. Shopify also includes a Mobile App so you can view all vital information about your shop from your iOS device, like checking your sales statistics, or viewing products, orders, and customer data.

To sign-up and receive 10% off, visit www.shopify.com.

F.A.Q.

1. How can I find out what type of account I have on the 2Checkout platform?

Read this article to find out information on how to find out the type of 2Checkout account you have.

Overview

Use this section to handle the management of your subscriptions.

You can enable or disable your existing subscription, or choose to assign them to different customer entities.

Subscriptions can be retrieved starting with 5 minutes after their orders are generated in the 2Checkout system.

Overview

Use the login method for the authentication process in the 2Checkout system.

Parameters

Response

Request

To create the HMAC_SHA256 source string use your merchant code (available here) and the date of the request, prefixing them with the length in bytes of each respective value, along with your account’s secret key (for UTF-8 characters the length in bytes might be longer than the string length). For example:

Request Example 

<?php

$host = "https://api.avangate.com/channel-manager";

$merchantCode = "YOUR_MERCHANT_CODE";// your account's merchant code available in the 'System settings' area of the Control Panel: https://secure.2checkout.com/cpanel/account_settings.php
$key = "YOUR_SECRET_KEY";// your account's secret key available in the 'System settings' area of the Control Panel: https://secure.2checkout.com/cpanel/account_settings.php
$algo = "sha256";
$now = date('Y-m-d H:i:s'); //date_default_timezone_set('UTC')

$string = strlen($merchantCode) . $merchantCode . strlen($now) . $now;
$hash = hash_hmac($algo, $string, $key);

try {
    $client = new SoapClient($host . "/2.1/soap/?wsdl", [
        'location'       => $host . "/2.1/soap/",
        "stream_context" => stream_context_create([
            'ssl' => [
                'verify_peer'      => false,
                'verify_peer_name' => false
            ]
        ])
    ]);
    $sessionID = $client->login($merchantCode, $now, $hash, $algo);
    echo("Token: {$sessionID}" . PHP_EOL);
} catch (SoapFault $e) {
    echo("Error: {$e->getMessage()}" . PHP_EOL);
}

?>

Errors

Overview

Stock keeping unit or SKU is a number assigned to a particular product by a digital or physical retail store for easy identification and inventory tracking purposes. The SKU number is a string of alphanumeric characters that uniquely identify details such as price, product options, and manufacturer of a particular product or service. SKUs are used in order notifications, electronic delivery, export files, etc.

SKU Management

For companies that manage large product catalogs with defined SKUs and that make regular changes to their prices and products (new versions, new options), the manual process performed in the Merchant Control Panel needs to be supported by an automatic solution as well. By using an automated flow, merchants decrease the time needed for this process, and also reduce the risk of human errors associated with the manual process.

In the 2Checkout platform, SKUs can be associated with a unique combination made up of:

• Product identification element
• Pricing configuration
• Plus minimum one of the following:
  • Currency – defined as applicable to all currencies or only to specific ones
  • Volume Discounts – defined as specific quantity or intervals (applicable only according to the volume discounts that are defined at pricing configuration level)
  • Purchase Types – possible values: new purchase, renewal, upgrade, and trial
  • Pricing Options – will be available considering the pricing option groups assigned to the selected pricing configuration