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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.
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Credit
Cards on CCAvenue
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Types
of payments accepted on CCAvenue
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Debit
Cards on CCAvenue
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ATM cum Debit Cards
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Net Banking
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Mobile Payments
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Cash Card Payments
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CCAvenue PhonePay
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About
Shopping Cart Interface Products Page:
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About
Shopping Cart Interface Managing your online CCAvenue Account
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Managing
your online CCAvenue business
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Selling
on CCAvenue
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Processing
of transaction
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Canceling/Refunding
a transaction
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Error Messages on CCAvenue and what they mean.
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Fixing
things on CCAvenue
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While
shopping on CCAvenue…
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Which
Credit Cards does CCAvenue accept?
CCAvenue can handle customer purchases made through MasterCard, Visa, American Express, Diners Club and JCB credit cards. |
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If
a Credit Card company refuses or declines a charge, how can
I get more information?
To protect the card owner's privacy, Credit Card companies do not tell the merchant (CCAvenue) the reason why a customer's charge was refused. If an order is refused or declined, your customer should contact his/her Credit Card company and ask the reason why the charge was declined. We however do email you and your customer the message that the order has been refused or declined; and advise the customer to try again with a different Credit Card. |
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What is the procedure to activate credit cards on your website?
There is no procedure to activate credit cards on your website. These options are automatically available with your account. The only exception to this rule is MasterCard. |
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How to activate MasterCard as a payment option on your website?
To activate or revive the MasterCard and Visa payment options on your website, you need to sign up with any one of the three banks with whom Avenues is approved as a MasterCard Third Party Processor under the MasterCard Member Service Provider (MSP) Program i.e. – Axis Bank and ICICI Bank.
To learn more about the procedures and documentation required to sign up with Axis Bank. Click here.
To learn more about the procedures and documentation required to sign up with ICICI. Click here. |
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Does CCAvenue accept other forms of payment from customers, such as Net Banking, paper checks, online checks, or EFT transfers?
In addition to Credit Cards, at present CCAvenue accepts Debit Cards, ATM cum Debit Cards, Net Banking Payments, Cash Cards and Mobile Payments. |
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Which Debit Cards does CCAvenue accept?
CCAvenue processes Visa - Electron and Plus, and MasterCard - Maestro and Cirrus debit cards that have been issued by any bank. |
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If a Debit Card company refuses or declines a charge, how can I get more information?
To protect the card owner's privacy, banks and card companies do not tell the merchant (CCAvenue) the reason why a customer's charge was refused. If an order is refused or declined, your customer should contact his/her bank/card company and ask the reason why the charge was declined. We, however, do email you and your customer the message that the order has been refused or declined; and advise the customer to try again with a different Debit Card. |
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What is the procedure to activate the debit card payment option on your website?
There is no procedure to activate debit card option on your website. This option is automatically available with your account. |
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Which ATM cum Debit Cards does CCAvenue accept?
CCAvenue processes ATM cum Debit Cards of the following Indian Banks: Canara Bank, Citi Bank, Indian Overseas Bank, Punjab National Bank, State Bank of India and Union Bank of India. |
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If an ATM cum Debit Card is refused or declined, how can I get more information?
To protect the card owner's privacy, banks and card companies do not tell the merchant (CCAvenue) the reason why a customer's charge was refused. If an order is refused or declined, your customer should contact his/her bank/card company and ask the reason why the charge was declined. We, however, do email you and your customer the message that the order has been refused or declined; and advise the customer to try again with a different Debit Card. |
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What is the procedure to activate the ATM cum debit card payment option on your website?
There is no procedure to activate ATM cum debit card option on your website. This option is automatically available with your account. |
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What Net Banking options does CCAvenue offer?
CCAvenue has partnered with Andhra Bank, Axis Bank, Bank of Bahrain & Kuwait, Bank of Baroda (Retail Banking & Corporate Banking), Bank of India, Bank of Maharashtra, Canara Bank, Corporation Bank, Citibank, City Union Bank, Deutsche Bank, Federal Bank, HDFC Bank, ICICI Bank, IDBI Bank, Indian Overseas Bank, IndusInd Bank, ING Vysya Bank Ltd., J & K Bank, Karnataka Bank, Karur Vysya Bank Limited, Kotak Mahindra Bank, Lakshmi Vilas Bank, Oriental Bank of Commerce, Punjab National Bank, Punjab National Bank (Corporate Banking), Royal Bank of Scotland, Standard Chartered Bank, South Indian Bank, State Bank of India, State Bank of Indore, State Bank of Hyderabad, State Bank of Mysore, State Bank of Travancore, Syndicate Bank, Tamilnad Mercantile Bank Ltd., The Bank of Rajasthan, Union Bank of India, Vijaya Bank and Yes Bank. You can accept payments on your website from customers having an account with any of the above mentioned banks. |
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What is the procedure to activate the net banking option on your website?
There is no procedure to activate net banking payment option on your website. This option is automatically available with your account. |
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CCAvenue process mobile payments from which companies?
CCAvenue processes mobile payments from PayMate/GiftMate and SBI Mobile. |
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How do I sign on for this service?
Currently, the Mobile Payment option is limited to Citibank and SBI account holders.
Citibank: Citibank customers can subscribe/register for this service by sending “PayMate/GiftMate” as a SMS to the number 2484 (CITI on the mobile). The customer will then be called back and registered for the service. Post registration the customer will receive a 4-digit password as a SMS on the mobile. The customer can then use this password for future transactions using the Mobile Payment option.
SBI: SBI account holders can need to register for the service. At ATM > Swipe your Debit card > choose Services > enter your ATM PIN > select Mobile Banking > Register > enter 10 digit mobile number > confirm the same. You will get a SMS regarding activation of your account after a day provided all the steps under Registration Process are completed.
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How does the Mobile Payment option function?
The new Mobile Payment Option works in a manner that is similar to the online Credit Card and net banking process works.
- The customer visits your online store, adds a product or service to the shopping cart and click pay.
- The payment page opens.
- However, instead of the usual 2 options, your customer will see 3 options – Pay by Credit Card, Pay by Debit Card and Pay by Mobile.
- If the customer selects Pay by Mobile, then
- A screen opens requesting the customer’s mobile number
- The customer enters his mobile number and receives the following message
“(Website name) would like to charge you (amount). To proceed and authorize payment, reply to this SMS by sending PAY ABC (Alpha Code)* <PIN (PayMate/SBI Issued Secret PIN)> within 3 minutes** or this transaction will be terminated.”
- The customer replies to the SMS by sending the following message
“PAY <Alpha code as it appears in the SMS e.g. ABC> <the 4-digit (PayMate Issued) or the 6-digit (SBI Issued) PIN # e.g. 1234> i.e. PAY ABC 1234”
- Within a few seconds, the customer receives a confirmation via SMS saying that the transaction was successful or declined.
- Once, you (the merchant) accept and send the order, the payout procedure for the Mobile Payment option will remain the same as the other payment options.
Please note:
1) In this sample transaction, ABC is the Alpha code. This code is a unique for each transaction and secures the transaction against fraud.
2) The time limit is included for security purposes. If the customer does not respond within the stipulated time, the transaction will be terminated and he will have to initiate a fresh transaction.
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Is a particular mobile handset or service provider required to make or accept a mobile payment?
Absolutely not. Your existing mobile handset, even if it’s the most basic one can be used to make payments via PayMate/GiftMate and SBI Mobile. It does not require any SIM change, or GPRS connectivity. PayMate/GiftMate and SBI Mobile works across all operators (GSM or CDMA) so you needn’t get a new connection. |
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Is a particular mobile or service provider required to make or accept a mobile payment?
Any basic mobile can be used to make or accept a mobile payment. Similarly, mobile payments are not restricted to a particular mobile service. However, currently only Citibank and SBI account holders can use this option by applying for a ‘PayMate Issued PIN' or a ‘SBI Issued MPIN' number which helps secure the transaction. |
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What if the item needs to be returned?
The process to return an item varies from merchant to merchant. Please check the merchant site or your order receipt for details. |
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How safe it is to buy products over the phone?
It is extremely safe, as the user never enters their Credit Card account/bank account information of the air interface. A basic confirmation SMS is all that is required from the user’s end to complete a transaction. As there is no card information being shared over the air, the Mobile Payment Option is a safe and secure mode of payment.
Please Note: The unique PayMate/GiftMate Issued PIN serves as an additional security measure |
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What if a user’s phone gets lost or stolen? Is the account secure still?
The user would need to notify the phone company as well as the bank to temporarily disable the phone number. Also, to transact online using the Mobile Payment option requires the user to enter their unique PayMate/GiftMate Issued PIN number in order to approve a transaction, no transactions will be approved without the PIN; hence a thief would not be able to conduct any transactions. |
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What happens if the consumer’s phone number or residence changes? What is the procedure then?
The user would need to intimate the bank of the changes and the bank in turn would communicate the change to PayMate/GiftMate. The new information is then entered into the PayMate/GiftMate database, and the user would receive a new pin for security purposes. |
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Can I cancel the transaction before delivery?
Yes, the same can be conveyed to the Merchant. |
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Can I change the PIN of my choice?
Yes, once the system generated PIN is received, we suggest to change to a PIN of your choice. The SMS in which the PIN is sent will tell you how you can change your PINJ instantly. PIN change also happens over SMS itself. |
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Is a Cash Card, the same as a Credit Card or a Debit Card?
No, a Cash Card is neither a Credit Card nor a Debit Card. It is a pre-paid Cash Card, which you can purchase at various retail outlets to buy goods and products online. |
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How many cash card options are available?
Currently, CCAvenue has 4 cash card options –ItzCash Card, noQ24x7, Done Card and OxiCash. |
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How does the Cash Card payment option work?
The Cash Card works in a manner that is similar to the credit card, debit card, net banking and mobile payment process works.
- The consumer purchases the cash card at a retail outlet (available at different denominations).
- The customer visits your online store, adds a product or service to the shopping cart and clicks the check out button.
- The CCAvenue payment page opens.
- However, instead of the 4 Payment options, your customer will see 5 options – Credit Card, Debit Card, Net Banking, Mobile Payment and Cash Card.
- The customer selects either ItzCash Card, noQ24x7, Done Card and OxiCash as his payment option.
- The payment and payout procedure for this option will remain the same as the other payment options.
* ItzCash Card, noQ24x7, Done Card and OxiCash payment options are available only to Indian consumers. The big benefit is that these options are available to any customer. He need not own a Credit Card, net banking account or a mobile phone. This opens up a new segment of customers for you. |
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Are there any limitations on the Cash Card option?
The cash card option allows customers who do not own credit cards, debit cards, net banking accounts and mobile phones to transact online. However, this facility is limited to Indian customer. |
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How safe it is to buy products using a Cash Card?
The Cash Card is an extremely safe payment method, as the consumer never enters their Credit Card account/bank account information. The consumer purchases a Cash Card and uses that card to buy goods or services online. In addition, the card has an account number and 4-digit password to help authenticate the online transaction process. |
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What is CCAvenue PhonePay?
CCAvenue PhonePay is an additional payment-processing option that makes it easier for merchants to accept orders and payments via the telephone easily. It employs advanced phone technology ‘Interactive Voice Response System’ that allows a computer to detect touch-tones during a normal phone call. So, when a customer calls the call centre to place an order, he is directed through the purchase and payment process by pre-recorded voice prompts. This systematic process will enable you to sell your goods and services via mobile phones or landlines without any hassles. |
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How does a customer book on CCAvenue PhonePay?
CCAvenue PhonePay is a secure transaction platform which allows your customer to book and pay for your products and services through a single call at your Call Centre. The booking process is as follows:
- The customer calls your call centre
- The call centre executive (CCE) answers and obtains necessary information from the customer, which is entered into the Merchant CRM Sales Management System on his PC
- The CCE generates a numeric order number on his sales system
- The CCE calls CCAvenue PhonePay and enters
- the merchant code
- the numeric order number
- the amount of the order and
- the customer’s mobile number
- The CCE conferences the customer into the CCAvenue PhonePay system to complete the transaction
- The customer enters his confidential payment information
- Card Type
- Card Number
- Expiry Date and
- CVV number
- OTP (One time Pass Code)
- The information goes through the payment gateway for authorization
- On receiving authorization, the customer hears a successful transaction message
- The customer will also receive a SMS confirming that the transaction was successfully
Note: In case of transaction failure, the customer has 2 more opportunities to enter his payment information successfully. |
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What is One Time Password?
The One Time Password or OTP is a form of 2nd Factor of Authentication on IVR transactions that will help reduce fraud. The Reserve Bank of India (RBI) has issued a mandate making it compulsory for all merchants in India to collect an OTP in addition to information written on the Credit Cards for all transactions done over phone (IVR) from February 1, 2011 onwards.
Every time they perform an IVR or Mobile application based payment transaction, customers will be required to enter a unique 4 - 6 digit OTP. The OTP is issued by the bank directly to the customer. |
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How does my customer get a Pass Code / Password?
To acquire an OTP, the customer will need to follow the process of his respective issuing bank. This could be through an SMS, registration on the website etc.
For e.g. Citibank accountholders will need to SMS OTP XXXX (Last 4 digits of the Credit Card number) to 52484 or 9880752484 to generate an OTP while ICICI accountholders need to log onto https://www.3dsecure.icicibank.com/ACSWeb/EnrollWeb/ICICIBank/main/ivrmPreOTPAuth.jsp to generate an OTP.
| Bank Name |
How Customers can Generate an OTP |
Validity |
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OTP will come by SMS to the registered mobile number while carrying out the transaction. |
12 hours |
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Call 1800 425 2470 |
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SMS OTP XXXX (Last 4 digits of the Credit Card number) to 52484 or 9880752484 from their registered mobile number. |
30 minutes |
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Call 1860 266 6601 |
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SMS PWD XXXX (where XXXX is the last 4 digits of the Credit Card number) to 9717465555 from their registered mobile number
Or call any of the customer support number listed here. |
2 hours |
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Call customer support to get the OTP |
Valid indefinitely |
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Send SMS 'IOTP XXXX' (where XXXX are the last four digits of the Credit Card Number) to 5676766 from their registered mobile number
Or log on here to generate an OTP online. |
2 hours |
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Call 1800 102 6022
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SBI customers can SMS 'OTP [last 4 digits of the SBI Card]' to 5676791 from their registered mobile number
Or log on to www.sbicard.com using their user id & password
Or call 1860 180 1291
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12 hours |
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Visit www.standardchartered.co.in |
one IVR transaction or 24 hours whichever
is earlier |
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What will be the validity of an OTP?
The validity of an OTP depends on the Customer's Issuing Bank. For e.g. the validity of a Citibank OTP is 30 minutes. This means at the customer needs to use the OTP within 30 minutes before it expires. |
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What are the benefits of using CCAvenue PhonePay?
The benefits of using CCAvenue PhonePay as your tele-sales solution:
- 24*7 Operations
- Real-Time Credit Card & ITZ Cash Cards Processing
- Biggest Bouquet of Credit Cards / Cash Card processed
- Real-Time Web Reporting and Statistics via Web Interface (CCAvenue® M.A.R.S. Account)
- 100% PCI Compliant Credit Card Processing for maximum security
- In-Built Risk Management Engine to mitigate frauds and save you from chargeback related losses
- Zero setup or recurring fixed costs
- Your CCAvenue account works for both your website as well as phone sales
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How safe is CCAvenue PhonePay as a payment option?
CCAvenue PhonePay is extremely safe. It uses advanced phone technology ‘Interactive Voice Response System’ that allows a computer to detect touch-tones during a normal phone call. So, when a customer calls your call centre to place an order, he is directed through the purchase and payment process by pre-recorded voice prompts. There is no manual card collection, the customer himself, enters the confidential details related to the payment (such as card number, Expiry Date, CVV number, OTP etc.) through the telephone’s keypad. This information is not accessible to the call centre staff and processed through the secure CCAvenue Payment Gateway. |
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What languages are available on CCAvenue PhonePay?
Currently, CCAvenue PhonePay is configured for only two languages– English and Hindi. However, more language options are will be added in the near future. |
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What payment options are available on CCAvenue PhonePay?
CCAvenue PhonePay accepts credit card payments from MasterCard*, Visa, American Express, Diners Club and JCB and cash card payments from ITZ Cash and Done customers. Debit Cards will be added shortly.
* Conditions Apply |
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Can I activate Net Banking and Debit Cards payment options on CCAvenue PhonePay?
Currently, Net Banking transactions cannot be processed on any IVR solution. |
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How do I sign up for CCAvenue PhonePay?
For existing merchants there is no additional signup process. You simply need to send the Avenues Compliance team an email at compliance@ccavenue.com / contact@ccavenue.com with the subject line "Interested in CCAvenue® PhonePay Solution" and your merchant account details. On receipt of your email, we will reply to you in detail as to how the whole CCAvenue® Process will work and activate the feature in your account. In short, a single CCAvenue® Account works for your online sales (website) as well as your phone sales.
If you do not have a CCAvenue account, you need to register for a merchant account first. Click here to sign up. |
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How much is the set up cost for CCAvenue PhonePay?
For existing merchants there is no setup fee for CCAvenue® PhonePay. New merchants will have to register for a CCAvenue Account and will have to pay the applicable setup fee. |
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What is the cost per transaction?
The cost per PhonePay transaction is only an additional per transaction charge of 0.5% + Service Tax, over and above the credit card and cash card transaction charges, that you currently enjoy with your CCAvenue® account. |
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How do I cancel/refund transactions made through CCAvenue PhonePay?
The cancellation and refund process for PhonePay transaction is the same as any other CCAvenue transaction.
- Cancel an order: To cancel an order that you have not shipped, go to the Pending Orders screen to see a display your pending orders. Check the CANCEL option for the order you want to cancel, and click the "Update orders" button at the bottom of the page. This will automatically refund the charges back to the customer's Credit Card. No charges will be charged to your account for cancellation of order.
- Refund shipped order: To cancel an order that you have already shipped, go to the Information & Help screen and look up the order number. Click on the "Refund Order..." link at the bottom of the screen, and you will be able to issue a refund.
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How do I get my money for transactions made through CCAvenue PhonePay?
The payouts for CCAvenue® Phone Pay transactions will happen in the same cycle as your current CCAvenue® Account. |
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What process do I need to follow once I receive an order?
Once a transaction is successful, you need to collect additional information from you customer for each of the PhonePay orders and update this information in the CCAvenue M.A.R.S. system. The steps are as follows:- Log into your CCAvenue M.A.R.S. account and click on the PhonePay Transactions tab on the top navigation menu.
- Update the order information within 3 days of the order date using the View and Update PhonePay Orders (individual basis) or Upload PhonePay Customer Data (update multiple customer records).
- Once you have updated an order, it will be displayed in the ‘Pending Order' section. You will not be able to capture the order until 48 hours after the order has been updated. This is to provide the CCAvenue Risk Management team sufficient time to run a thorough risk assessment on each of the orders.
After 48 hours have passed, to capture an order, go to the ‘Pending Order’ page where the list of orders are displayed, select the order you wish to capture and simply change the Order Status from Pending to Shipped/Executed, just like you would any other order which you capture through CCAvenue.
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In
the Shopping cart interface 'Products' screen, what is meant
by the "Product ID Number"?
This identifier is used by your Web page to communicate with
CCAvenue's software. It tells CCAvenue which product is being
selected when a customer clicks on the "Add to Cart" button.
The 'Product ID Number' can be any combination of letters, numbers,
and dashes (-). |
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In
the Shopping cart interface, what are the various product options
at the bottom of the 'Modify Products' screen?
The 'Modify Products' screen offers up to three multiple choices
per product. These allow the customer to select product varieties
(such as size, color, flavor, etc.) from a predefined list
that you have supplied. There is also a customer Text Option
available, in case you need customers to type their customization
instructions or other information onto the order form. The 'Products'
screen supports one customer Text Option per product. |
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In
the Shopping cart interface what is the maximum number of products
I can have in my Product List?
There is no maximum size limit on your Product List. CCAvenue
supports several clients with hundreds of products for sale,
and we are happy to support catalogs of that size. |
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If
I have a large number of products, is there a faster way to
enter them into the Products List?
Yes. The Client Administration screens have a function which
bulk-loads products into the Products List from a file, as long
as the products do not have any product options. This feature
is used by some of our clients who have a large number of products,
and it can save a lot of time. |
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Does
CCAvenue permit the sale of adult products?
No. CCAvenue does not permit the sale of adult products. Please
refer to the Agreement you have signed with Avenues (India)
Pvt. Ltd. Additionally, any product that you want to sell must
be legal, for sale and use in all countries, states, and provinces
where you accept customers. |
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Can I use the service with a different shopping cart system,
or another software package, instead of the one provided by
CCAvenue?
Can I use CCAvenue without any shopping cart? Yes, you can use
the service of CCAvenue with a different shopping cart system
and use our variable amount interface. CCAvenue offers two interfaces
and an Auction module:
1) Shopping Cart interface: CCAvenue
provides you with customized snippets of HTML code to insert
into your Web pages. All you have to do is to list your product
s or services on your site and insert an 'Add To Cart' button
next to your products or services. Once your customer, clicks
on the 'Add to Cart' button, he is taken to CCAvenue's secure
Shopping Cart. 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 presses the Checkout button and enters his/her
Credit Card and shipping information to complete the sale. Click
here to view the Demo.
2) Variable Amount interface:
You can use this interface if you have already developed
your shopping cart, or if you are selling or intending to sell
just one item. CCAvenue can handle the amount authorization
for you. The customer finishes all the shopping on your site,
and you just forward the Final total amount to the CCAvenue
secure server 'final payment check out' page. He/She then enters
his/her Credit Card and shipping information to complete the
sale. Click
here to view the Demo. |
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How
do I submit my product photos to CCAvenue?
Actually, CCAvenue does not use your product photos or other
product details. Instead, you will place these materials on
your Web site for customers to see. For an example of how this
works, click here to visit our demonstration section. |
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How can I change my CCAvenue password?
The "Settings & Options" screen allows you to change your password
at any time. This change takes effect immediately. |
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How can I change my CCAvenue Client ID?
Our database does not support the changing of Client IDs. |
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Does
CCAvenue's software track the quantity of each product in my
inventory?
How do I handle a situation where I have low quantity available,
or only one unit available, of a particular item? CCAvenue does
not track your product inventory. After you have run out of
a particular item, we suggest that you remove the CCAvenue link
for that product from your Web site, so that it can no longer
be ordered. If a customer does place an order for a product
that is no longer available, you can visit your Pending Orders
screen and cancel that order immediately. There will be no charge
to your account. |
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How
can I change the E-mail address that is used for Orders and
Inquiries?
The "Settings & Options" screen allows you to change the contact
E-mail address at any time. This change takes effect immediately.
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How
can I change the name of my store which is displayed on customer
shopping cart screens?
The "Settings & Options" screen allows you to change your store
name at any time. This change takes effect immediately. This
does not affect the name that CCAvenue issues checks to. The
change is effected only on the Shopping Cart screen from which
your customers are purchasing your products. |
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How
can I set the Web page address where customers can return to
my site after placing an order?
On completion of an order, the customer sees CCAvenue's "Thank
You" page. If you so desire, you may add a link back to your
site on this page. The "Settings & Options" screen allows you
to set this address and change it at any time; with immediate
effect. |
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Can
my CCAvenue account accept orders from multiple Web sites? Will
customers at one site see the products that are sold at another
site?
Am I allowed to set up multiple CCAvenue Client IDs? If you
operate several different Web sites, you will have to create
separate accounts for each website. Please refer to the Client
agreement that you have signed with Avenues (India) Pvt. Ltd.
which clearly states: One account for one Website. |
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Which
client information is made available to customers?
Here are the guidelines used by CCAvenue in giving client information
to customers. E-mail address: This is completely public to all
customers. The client's E-mail address is contained on all correspondence
to the customer regarding their order, and on the Web page interface
that the customer sees when placing an order. Payable Name /
Mailing address: This information is not released to customers,
or to any other parties. CCAvenue does not disclose your Payable
Name or Mailing address to anyone unless required by law. Telephone
Number: CCAvenue encourages our clients to list a telephone
number directly on the Web site if possible. This makes for
the best kind of customer relations. We recognize, however,
that not all clients are ready to list a telephone number on
their Web sites. In these cases, CCAvenue will usually not give
your telephone number to customers. We encourage customers to
contact you by E-mail first. But in cases where a customer is
uncomfortable receiving only an E-mail address, or if they specifically
emphasize that they would like the phone number, then we will
agree to supply it. |
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How does the 24 Hour Risk Assessment feature work?
Under the original M.A.R.S system, you had 12 days to capture pending orders. Now, during the first 24 hours of an order being placed, you will not be able to capture the order. Instead this time will be utilized by our Risk Department to manage transactions, analyze and ascertain the level of risk of the orders. After 24 hours, you may begin capturing pending orders for the next 11 days. |
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How
long does it take for an order to be processed, and what is
the sequence of events that occurs after an order is placed?
After a customer places an order, CCAvenue immediately sends
an Order Confirmation to the customer's E-mail address on your
behalf. This can also be used as an invoice or receipt, if the
customer chooses to print the E-mail message. CCAvenue's system
processes the orders in real time. |
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How
can I check the status of an order?
If you want to check the status of an order that has been placed,
you can look it up in the "Main Menu" screen. This allows you
to enter a CCAvenue order number and view the current status.
If you do not know the CCAvenue order number, please ask the
customer who placed the order for this information. |
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What
information is contained in the orders that are sent to me?
Please click here for a sample CCAvenue order screen. This shows
the information that will be contained in live orders. |
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Do
customers automatically receive a message confirming that their
an order has been shipped?
CCAvenue's system sends one E-mail message to the customer after
an order has been placed. We do not send an additional message
when the order is shipped. However, you are welcome to send
that message. You may want to include an estimate of the date
the order will arrive, plus a reminder that the charges will
be billed by Avenues (India) Pvt Ltd. or CCAvenue.com. This
is an excellent way to maintain good communication with your
customer. |
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How do I cancel or refund or partially capture an order?
* To cancel your order: To cancel an order that you have not shipped, go to the
Pending Orders screen to see a display your pending orders.
Check the CANCEL option for the order you want to cancel, and
click the "Update orders" button at the bottom of the page.
This will automatically refund the charges back to the customer's
Credit Card. No charges will be charged to your account for
cancellation of order.
*
To ask for a refund of already shipped order: To cancel
an order that you have already shipped, go to the Information
& Help screen and look up the order number. Click on the "Refund
Order..." link at the bottom of the screen, and you will be
able to issue a Full or Partial refund. If you do not remember
the order number, please contact CCAvenue and we will help find
the correct order.
* To
partially capture an order: To Partially capture an order,
go to the Pending Orders screen. Here you have the facility
to partially capture any amount of your pending orders. Needless
to say, the amount should be less than the total amount of the
order. |
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How
do I confirm that an order was cancelled and/or refunded?
You can look up the order number in the "Information & Help"
screen. If the status code indicates that the refund is pending
or complete, or that the order was cancelled, then that serves
as your confirmation. |
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When
clicking on a CCAvenue link, an error message appears which
says: "Cannot determine the originating Web page address." This
error occurs in four cases.
If you are shopping:
1) Your browser program or your firewall security system may
be set to "Disable Referrer Logging". If referrer logging is
disabled, CCAvenue cannot track the source of your order.
2) This error can also occur if you are clicking on the CCAvenue
link from an E-mail message, instead of visiting the seller's
Web site first and clicking on the link from there.
If
you are executing the activities of a Webmaster for your site:
3) You may be viewing a local copy of your Web page from
a disk drive, instead of viewing the page on the Internet. Please
upload (publish) your Web page to an Internet address, and then
try clicking the link again from the Internet version of your
Web page.
4) You may be using a different type of CCAvenue link than the
HTML code provided to you by CCAvenue. For example, Java rollover
buttons and HTML "submit" forms can sometimes cause this error
to occur. |
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I
am having problems installing CCAvenue's HTML links, or I have
installed them but cannot get it to work correctly. Where can
I find help?
If you have inserted the HTML segments and published your Web
page on the Internet, you can use any of the 'Help Desk' screen
features. Just let us know the Web page address (on your Web
site) where we can observe the problem, and we will usually
be able to diagnose it quickly. If you do not know how to insert
the HTML links, or how to put your Web page onto the Internet
where we can observe it, then we will not be able to assist
you at that point. You would need to obtain assistance from
someone with HTML web authoring skills, such as a friend or
colleague. |
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I
changed certain things, such as shipping rates or product data,
but those changes don't seem to show up in my current shopping
cart. How can I fix this?
The shopping cart "locks in" some of your store data when a
customer first begins shopping, in order to avoid confusion
caused by prices changing while a customer is shopping. Please
read "Generate HTML" instructions, which describes how to delete
the current shopping cart after you have made changes, in order
to see those changes while testing. |
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I clicked on an item in order to add it to my shopping cart.
But the shopping cart screen shows several items, not just the
one I clicked.
Sometimes, the same item is listed more than once. This is because
you previously added those other items to the shopping cart
during your testing. The other items will stay there (even for
several hours) because CCAvenue remembers which items you previously
put into the cart. If you want to delete your current shopping
cart, you can read the "Generate HTML" page for instructions
on how to do this. |
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How
can a customer delete an item from his shopping cart after it
has been added?
These instructions are located on the shopping cart screen.
To delete an item, change the quantity to 0 or spaces. |
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Does
CCAvenue issue paper receipts or invoices to Sub-Merchants or
their customers?
CCAvenue's software is Web-based, and no paper receipts or invoices
are generated. If you need to generate a paper invoice, you
can print out the order from an E-mail message, or from the
Order Inquiry screen. |
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Frequently Asked Questions : About
E-Commerce Terms
Frequently Asked Questions : About Our Services |
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