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Adyen MOTO Manual

'Mail Order / Telephone Order'

Version 1.06

Adyen B.V.

Table of Contents

1 Introduction.......................................................................................................................................................... 3

Audience............................................................................................................................................................ 3

Changelog.......................................................................................................................................................... 3

Requirements.....................................................................................................................................................3

Interfaces and Integration...................................................................................................................................4

Payment Methods..............................................................................................................................................4

2 Adyen's Hosted Call Center interface.....................................................................................................................5

Step 1. Login.......................................................................................................................................................5

Step 2. Enter Order Details.................................................................................................................................6

Step 3. Payment Pages........................................................................................................................................7

Step 4. Payment Success or Failure Page............................................................................................................8

Extra Request Parameters..................................................................................................................................9

3 Call Center Skin................................................................................................................................................... 10

4 Users and Passwords........................................................................................................................................... 11

Adding Users..................................................................................................................................................... 11

Forced Logout After Period of Inactivity ...........................................................................................................11

Appendix A: Production and Test URLs..................................................................................................................12

Test URLs......................................................................................................................................................... 12

Production URLs............................................................................................................................................... 12

Introduction

1 Introduction

The purpose of this manual is to introduce you with the Adyen Mail Order / Telephone Order (MOTO) features.

MOTO transactions are where your customer does not type the payment details on a webshop payment page,

but instead calls your call center or sends in a coupon instead with the creditcard number. By using Adyen's

MOTO features you can integrate your webshop payments with your call center payments and enjoy unified

reporting over both transaction flows.

Audience

This is a technical manual aimed at IT personnel involved in integrating merchants' systems with those at

Adyen.

Changelog

Version Date Changes

1.06 2013-01-15 • Changed specification of Currency/ Amount field

1.05 2012-07-09 • Added information on finding MOTO user on payment details page

1.04 2012-04-27 • Updated to reflect changed URLs and additional parameters

1.03 2011-02-21 • Added payment methods that can be used

1.02 2010-10-14 • Updated URL to access call center

1.01 2010-07-27 • Added changelog and audience sections

• Manual reviewed for English and layout consistency

Requirements

Merchant accounts are setup by default with Adyen for e-commerce for contractual reasons. Please contact

your account manager to enable MOTO for your account. Because MOTO transactions differ by nature from e-

commerce transactions fees and rates may be different as well.

To process MOTO transactions you need a separate merchant account with Adyen, typically added next to

your e-commerce merchant account under your company account. The reason for the extra account is the

difference between MOTO and e-commerce traffic such as flagging, supported payment methods and fraud

control.

Furthermore there are some technical and administrative requirements which are discussed in this manual.

We summarise the requirements below:

• Separate merchant account (via account manager or Adyen Support)

• Extra user permissions (via account manager or Adyen Support)

• Link to the call center application

• Separate skin to be used for the call center application (optional)

• Separate user account with 'Call Center' rights for using the call center

Introduction

Interfaces and Integration

MOTO transactions can be accepted by using Adyen's Hosted Call Center Interface which is available for every

MOTO merchant account. This interface resembles Adyen's Hosted Payment Pages for e-commerce but is

extended with basic call center features to allow your call center personnel to logon and manually key in

orders they receive over the mail/ telephone.

You can modify the look and feel of this application by uploading a skin. This is discussed in a separate Skin

Creation manual. Normally this is the most efficient way to integrate, although for advanced users and in

special cases you can also address the MOTO functionality via a SOAP API.

Payment Methods

The following payment methods are currently known to be available for MOTO:

• Credit Cards

• elv

• Direct Debit (NL)

• Bank Transfer

It is not possible for 3D secure authentication with credit cards.

Adyen's Hosted Call Center interface

2 Adyen's Hosted Call Center interface

The call center interface can be reached via the following URL:

https://callcenter-live.adyen.com/callcenter/action/login.shtml

For test the URL is:

https://callcenter-test.adyen.com/callcenter/action/login.shtml

The interface consists of a login screen followed by a series of screens as shown below.

We will now discuss the various steps of a call center transaction.

Step 1. Login

When you visit the URL you will see the familiar Adyen login page:

Your employees should logon using your Company Account code. Only specific users should have access to

this interface, notably call center employees and administrative roles. Please see below on how to create a

user with the right permissions.

Hosted

Payment

Pages

Enter

Order

Details

Success /

Failure

Adyen's Hosted Call Center interface

Step 2. Enter Order Details

After a successful login the following screen the call center agent is prompted to enter the following information:

● Merchant Account

The merchant account to use for this payment. If a user is only assigned to one merchant account, this will

not appear.

● Currency / Amount

The payment amount specified with a decimal separator. So please specify 100.00 for EUR 100.00. Please

note that Japanese yen is doesn't have any minor units (e.g. 1001 yen is specified as 1001). Currency is

presented as a drop-down list and only shows currencies configured for the merchant account selected.

● Payment Reference

The (merchant) reference for this payment. This reference will be used in all communication to the

merchant about the status of the payment. Although it is a good idea to make sure it is unique, this is not a

requirement. The maximum length is 80 characters.

● Country Code

By default the payment methods offered to the shopper are filtered based on the country which the IP

address of the shopper is mapped to. This prevents a UK shopper from being presented with a German

payment method like ELV. This IP-to-country mapping is not 100% accurate so if you have already

established the country of the shopper you may set it explicitly.

● Shopper Reference

An ID that uniquely identifies the shopper (e.g. a customer id in a shopping cart system). Recommended as

it is used in a velocity fraud check. This field is mandatory if the “Store these details for recurring

transactions” checkbox is checked.

● Email Address

The email address of the shopper. This field is mandatory if the “Store these details for recurring

transactions” checkbox is checked.

● Store These Details for Recurring Transactions

Checkbox indicating whether the payment details should be stored for recurring transactions. Defaults to

checled. Shopper Reference and Email Address are mandatory if checked. Please see the Adyen Recurring

Payments Manual for more information on recurring payments.

If applicable, airline data fields also appear. Please see the Airline Data document, available from Adyen

Support, for further information.

All information in this screen can either be typed in manually by your call center personnel or fed from another

application, such as your internal ordering system (if this is web-based).

Adyen's Hosted Call Center interface

Step 3. Payment Pages

When you press the Submit button the following screen is presented with payment methods (the actual list

depends on your configuration, as well as other parameters such as currency, amount and country):

Depending on the payment method selected the regular payment screens follow. Your call center agent can

enter the payment details here as instructed by the customer on the phone.

Please note that, on some occasions, payment methods can be shown that cannot be processed over the

phone. To avoid this behaviour please create a skin and select only the desired and suitable payment methods.

See the Skin Creation Manual for more information.

The Pay By Email option allows your customer service employee to send a payment link to the customer by

email which can then be used by them to finalise the payment.

Adyen's Hosted Call Center interface

Step 4. Payment Success or Failure Page

Upon successfully completing a payment the Success Page (hosted by Adyen) is shown:

If a payment results in an error the Failure Page is shown:

When needed the payment overview, status and payment details can be found in the Customer Area (CA).

The MOTO user who submitted the payment can also be found here, on the row with Item set to Payment. The

user is displayed under the Created By column.

Adyen's Hosted Call Center interface

Extra Request Parameters

Extra parameters can be added to the call center URL:

● shopperLocale

A combination of language code and country code to specify the language used in the session (e.g.

en_GB for (British) English). Use just the language code when the country distinction is not required (i.e. fr,

not fr_FR). Default locale is en_GB. This value is also forwarded to the next payment request.

● currencyCode

The three-letter capitalised ISO currency code which is selected as default. For the full list of currency codes

supported by Adyen please contact support.

● paymentAmount

The payment amount specified in minor units (without decimal separator). For example GBP100 is specified

as 10000 and EUR199.95 is specified as 19995. Most currencies are like this and have 100 minor units to a

major unit (e.g. pennies to the pound, cents to the euro). However the Japanese yen is an exception and

doesn't have any minor units (e.g. 1001 yen is specified as 1001). The paymentAmount is only used when the

currencyCode is set as well.

● currencies

A comma-separated list of all the currencies that must be visible in the Currency Selection Box. For

example:

currencies=EUR,GBP

Only the supported currencies in the currencies parameter will be displayed. For example, if your account is

not configured for USD but it is in the currencies parameter, it will not be displayed. This value is also

forwarded to the next payment request.

Call Center Skin

3 Call Center Skin

If you start the call center application for the first time a default skin is chosen. You can override this skin by

uploading your own skin. This is the same process as with e-commerce transactions. If you don't upload a skin,

the Adyen default skin will be used.

In the Customer Area, add the Call Center Skin Code in the merchant settings page of the Merchant Account

(Settings > Merchant Settings):

Contrary to what is common for e-commerce transactions the Result URL & Continue-to URL of the call center

application should be set. Use the following settings:

● Result URL for Test

https://callcenter-test.adyen.com/callcenter/action/result.shtml

● Continue-to-URL for Test

https://callcenter-test.adyen.com/callcenter/action/callcenter.shtml

● Result URL for Live

https://callcenter-live.adyen.com/callcenter/action/result.shtml

● Continue-to-URL for Live

https://callcenter-live.adyen.com/callcenter/action/callcenter.shtml

This makes sure that the operator will stay within the call center application after processing a transaction.

Please note that the call center interface is using the regular hosted payment pages so you can use much of

that functionality.

The Show airline fields on callcenter page skin option is also set here if wishing to capture airline data. Please

see the Airline Data document, available from Adyen Support, for further information.

Users and Passwords

4 Users and Passwords

You need at least one user with call center permissions. We recommend to create specific accounts for every

call center agent. This way you can control access per employee and also keep track of activities in the audit

trail. The audit trail can be found in the Customer Area (Settings > Audit Trail).

Adding Users

To add a call center user:

• Select the Settings menu and then the Users block.

• Click on the New tab to add a new user or click on an

existing user name.

• Assign the CallCenter user role by clicking on the checkbox

in the + column.

• Assign the relevant Associated (MOTO) Accounts by

clicking on the checkbox on the + column.

• Click the Save button to create the user (or Update button

to update the user).

Forced Logout After Period of

Inactivity

After 15 minutes of inactivity you will be logged out of the

session and need to re-enter all login details except the

Account name. Although somewhat unpractical in daily use,

this is a requirement of PCI, the security standard Adyen

adheres to.

Appendix A: Production and Test URLs

Test URLs

Call Center interface:

https://callcenter-test.adyen.com/callcenter/action/login.shtml

Production URLs

Call Center interface:

https://callcenter-live.adyen.com/callcenter/action/login.shtml

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