An introduction into the three different methods to integrate and set up your account with Sage Pay.

If you are starting your integration from scratch and are not using a shopping cart, one of the best places to start, is the Simulator.

• Integrating with the Simulator

There are 3 different methods of submitting a transaction with Sage Pay. This section provides an in-depth, step-by-step, information on how each of these methods work along with the required protocol for each payment method.

Step-by-step guide

• Direct Testing
• Form Testing
• Server Testing

Protocol

• Direct Protocol
• Form Protocol
• Server Protocol
  

Before you can start processing live transactions through your account with Sage Pay, there are some required steps which you need to perform to ensure that your account is all set up correctly with us.

• Process to GO LIVE

If you are using our Form or Server integration method, you are able to customise the payment page which your customers are directed to.

• Custom Template Guide

We now provide the option to accept PayPal through your Sage Pay account.  This section provides the steps you need to take to set this up.

• PayPal set up - Integration

One of the first things you will need when processing transactions online will be a merchant account and a merchant number.

• Obtaining a merchant number

If you have decided to integrate your website with Sage Pay using a shopping Cart, this section provides some guides on how to set up the most popular shopping carts with us.

Form Shopping Cart Guides

• Actinic
• ClickCartPro
• EKM Powershop
• Mal's Ecommerce
• Roman Cart

• Ecommerce Templates
• Erol 4
• OSCommerce

Server Shopping Cart Guides

• 1 & 1
• ePages

Direct Shopping Cart Guides

• OSCommerce

If you come across any error messages in testing please find the status detail below.

• Error message list

Documents

The Form Protocol & Integration Guidelines document explains exactly how the Form Integration method works and contains the protocols a web developer needs to follow when integrating. This document can be downloaded by clicking the link below.

Form Protocol & Integration Guideline - Click Here

Integration Kits

Sage Pay provide example code in several languages to aid developers integrating the Form payment method - these integration kits should be used in conjunction with the Form Protocol and Integration Guide.

Click on the Integration Kit you require below:

ASP Integration Kit - Click Here
ASP.NET Integration Kit - Click Here
PHP Integration Kit - Click Here

Custom templates

Sage Pay provide all our vendors using the Form integration method with default payment pages but we also provide them with the facility to customise the payment pages so that the look and feel is similar to the vendor's website. The available payment page templates can be downloaded using the link below.

Custom Template Kit - Click Here

Documents

The Server Protocol & Integration Guidelines document explains exactly how the Server Integration method works and contains the protocols a web developer needs to follow when integrating. This document can be downloaded by clicking the link below.

Server Protocol & Integration Guideline - Click Here

Because the Server payment method is a Server to Server based communication, vendors integrating this product have the ability to submit Refund, Repeat, Release and other transaction requests directly from their servers without having to log into their My Sage Pay account. This document can be downloaded by clicking the link below.

Server & Direct Shared Protocols Guideline - Click Here

Integration Kits

Sage Pay provide example code in several languages to aid developers integrating the Server payment method - these integration kits should be used in conjunction with the Server Protocol and Integration Guide.

Click on the Integration Kit you require below:

ASP Integration Kit - Click Here
ASP.NET Integration Kit - Click Here
PHP Integration Kit - Click Here

Custom templates

Sage Pay provide all our vendors using the Server integration method with default payment pages but we also provide them with the facility to customise the payment pages so that the look and feel is similar to the vendor's website. The available payment page templates can be downloaded using the link below.

Custom Template Kit - Click Here

Documents

The Direct Protocol & Integration Guidelines document explains exactly how the Direct Integration method works and contains the protocols a web developer needs to follow when integrating. This document can be downloaded by clicking the link below.

Direct Protocol & Integration Guideline - Click Here

Because the Direct payment method is a Server to Server based communication, vendors integrating this product have the ability to submit Refund, Repeat, Release and other transaction requests directly from their servers without having to log into their My Sage Pay account. This document can be downloaded by clicking the link below.

Server & Direct Shared Protocols Guideline - Click Here

Integration Kits

Sage Pay provide example code in several languages to aid developers integrating the Direct payment method - these integration kits should be used in conjunction with the Direct Protocol and Integration Guide.

Click on the Integration Kit you require below:

ASP Integration Kit - Click Here
ASP.NET Integration Kit - Click Here
PHP Integration Kit - Click Here

My Sage Pay Admin Account

The My Sage Pay User Manual explains all the functions and uses of the My Sage Pay Admin Account, from viewing your daily transactions to learning how to perform a refund via the Admin Account. This document can be downloaded by clicking the link below.

My Sage Pay user manual - Click Here

Customer Management Services account

The Customer Management Services (CMS) User Manual explains all the functions and uses of the CMS Account, from viewing your invoices to changing your billing address. This document can be downloaded by clicking the link below.

Customer Management Services Manual - Click Here

If you would like to display our Sage Pay logos or maybe use any of the accepted credit card images on your website then you can get them from this download section. These logos and images can be obtained by clicking the link below - hover your mouse over the desired image, right click, and choose "Save Picture As".

Sage Pay Logos and Credit Card images

User manual

The Sage Pay Fraud Prevention Advice Guide provides vendors with an excellent reference on how to deal with on-line fraud and advice on how to successfully manage the security of your web business. This document can be downloaded by clicking the link below.

Sage Pay Fraud Prevention - Click Here

The Sage Pay AVS/CV2 and 3D Secure Rulebase Guide provides vendors with a manual on how to setup both AVS/CV2 (security code and billing address/postcode) and 3D Secure (Verified by Visa / Mastercard securecode) rulebases on their Sage Pay Account.  This document can be downloaded by clicking the link below.

Sage Pay Rule Base Guide - Click Here

We now provide the option to accept PayPal through your Sage Pay account.  This section provides the steps you need to take to set this up.

• Getting started
• How to Test your account

Once you have an account with us, you can tailor it accordingly with your business.  This section provides information on how to do this.

• Activating 3D Secure
• Setting up American Express
• Enabling AVS & CV2
• Accepting different card types
• Customer Management Service (CMS)
• Managing your Merchant numbers
• Setting up PayPal
• Using The 3rd Man
• Contacting Sage Pay for assistance

By default, all accounts are set up to accept standard Payment, Refunds and Void, however, there are many other payment types which you can use with Sage Pay.

• Authenticate & authorise
• Deferred & Release
• Manual
• Refund
• Repeat
• Void

With Sage Pay, we offer a variety of fraud prevention tools to combat online fraud. This section should provide information enabling you to understands and use these tools.

• Understanding 3D secure
• Understanding AVS & CV2
• Understanding The 3rd Man

Your My Sage Pay account, provides access to a variety of reports.  This section will detail what reports you are able to view and how to access them.

• Summary
• Transaction Reports

The Mail Order/ Telephone (MOTO) facility available within your My Sage Pay account allows you to process transactions taken over the telephone or through the post.  This sections provides instructions on how to use this facility.

• Using the MOTO Facility

Trading online required you to be PCI compliant regardless of how your process transactions. This section provided useful information on what steps you need to take in order to become PCI Compliant.

• Understanding PCI

Your My Sage Pay account is your control panel to your Sage Pay allowing you and other users to view transactions and perform certain task. This section provides detail on how to administer users.

• Creating New Users
• Unlocking Users

Starting up a business online can be confusing and daunting.  This sections should hopefully provide some useful information to get you started.

• Starting Up
• PCI Overview
• Data Protection Act

One of the first step and most crucial element to trading online, is obtaining a merchant number.  With the variety of providers available and set up with Sage Pay, this section provides details on how to go about getting a merchant number and the different merchant acquirers.

• The Different Merchant Acquirers
• Merchant Numbers
• Roles and Responsibility
• Types of Merchant Numbers

All cards are issued by a card scheme. This section provides an overview of each of the card schemes.

• Overview of the card schemes

Taking payments online will require you to integrate with a Payment Service Provided (PSP).  This sections should help determine which method is most suitable for you to do.

• Best method to integrate

There are a variety of ways to process transactions online and depending on your business.  The information in this section will detail how transactions online work.

• Authorisation and Settlement process
• Shadows
• What is Continuous Authority
• What is Direct Refunds

There are several fraud prevention schemes that have been set up within the Payment Card industry. This sections provides an overview of these tools.

• What is 3D Secure?
• What is AVSCV2?
• What is The 3rd Man?

If you are using the payment page hosted by us then you can change the templates that appear on your payment pages via you’re My Sage Pay. To do this:

1. You need to be logged in as either the 'administrator' or a 'user' with administrative privileges.
2. Hover your mouse over the 'Administration' button and select 'Account Parameters' from the drop-down menu.
3. At the bottom of this page you will see a section labelled 'Payment Page Templates for Server and Form'. You simply need to tick the box against the option you wish to use.
   
   

If you need to change the User account password, then please follow the steps below:

1. Log into the main Admin section within your My Sage Pay account.
2. Select 'User Administration' from the 'Administration' menu.
   
   You will be presented with a list of usernames and options regarding each one.
   
   
3. Select the User's details that you wish to change.
4. Click on 'edit'.
5. In the options 'Set New Password' and 'Confirm New Password', ensure that you enter indentical passwords.
6. Go to the bottom of the screen and select 'update'.
7. Log out, then log back in using your new password.
   
   

We provide 3 generic payment pages which will allow you to change the function of the payment page without having to customizing them.  This can be done within your My Sage Pay administration area. The options are as follows:

1. DEFAULT - The default payment pages will require a customer to enter their billing address when AVS/CV2 is turned on. If you supply a billing address and postcode, this is displayed and can be edited by the customer if there are mistakes in the address.
2. ADDRESS READ ONLY - Like the default payment pages the address is shown when AVS/CV2 checking is on, but the address CANNOT BE EDITED by the customer. They will need to cancel and go back to your site to change their billing address and start again. This template should ONLY be used if you are supplying VSP with the customer's billing address from your own database.
3. NO ADDRESS - Even when AVS/CV2 is switched on, the customer's billing address is never displayed and cannot be edited. This template should ONLY be used if you are supplying VSP with the customer's billing address from your own database.
4. CUSTOM - If you have designed your own customised payment pages, you can activate them by selecting this option. If you would like to create your own pages, please download the custom template kit (includes read me document) from the link below:

http://www.sagepay.com/developers.asp#downloads

DO NOT activate this setting until your templates have been designed and uploaded by Sage Pay, or your customers will receive and error during payment.

If you want to change the support email address which appears on your customer email confirmations, then you can do this via your My Sage Pay area. To do this:

1. You need to be logged in as either the 'administrator' or a 'user' with administrative privileges.
2. Hover your mouse over the 'Administration' button and select 'Account Parameters' from the drop down menu.
3. At the bottom of this page you will see a section labelled 'Display and Mail Settings', you can change the support e-mail address to whatever you wish it to be in the field that reads "Your support e-mail address:".
   
   

You firstly need to decide whether you will be logging into the test or Live My Sage Pay admin areas and then visit the relevant URK:

My Sage Pay TEST URL: https://test.sagepay.com/mysagepay

My Sage Pay LIVE URL: https://live.sagepay.com/mysagepay

Once you reach the login page, you will need to determine if you are logging into the Administrator account or your User Account

You only need to log on as the Administrator under the following conditions:

a) When logging into your Sage Pay Admin pages for the first time.
b) To create a new User account or unlock an existing User account.

If you wish to perform any other functions, E.g. View your transaction activity or process a MOTO transaction, then you need to login to your User account.

1. To log into your Administrator account, you enter the following:
   
   Vendor Name : Enter your Vendor Name
   User Name : Enter your Vendor Name
   Password: Enter your Admin password
   
   Once accessed;
   
   If you are logging in for the first time then you need to add a User account, so click on the 'Add' button.
   
   This will take you to a page where you can create a User account for yourself (and your colleagues).
   
   User Name: (enter a User Name of your choice)
   Password: (enter a Password or your choice)
   Confirm Password: (confirm your Password)
   
   Assign full permissions to access all areas. e.g. ticking all the tick boxes, and click 'Add' at the bottom.
   
   This will take you to the main User account screen, where you will see the User accounts listed that have been created.
   
   You will now need to log out, using the red log out button at the top left of the screen and log in using the new New User account details you have just created.
   
   
2. To enter your User account, you enter the following:
   
   Vendor Name: Enter your Vendor Name (this is always the same).
   User Name: Enter your New User Name that you created.
   Password: Enter your New Password that you created.
   
   This will take you to the reports section where you will be able to view all your transaction reports.
   
   NB: The Administrator account is for creating new users accounts, assigning permissions, unlocking accounts etc.
   
   You need to use your New user account to view your transactions etc.
   
   Please use the following Link to the view the My Sage Pay User Manual:
   
   http://www.sagepay.com/downloads/vsp_admin_user_manual.pdf
   or
   http://www.sagepay.com/downloads/vsp_admin_user_manual.doc
   
   ***Please read this manual as it will inform you how to use your New Reports pages.**

You are able to refund transactions through your My Sage Pay admin area pages.
(Please be aware that Sage Pay cannot refund any transactions for you.)

1. Log into your My Sage Pay User account. Log in at https://live.sagepay.com/vspadmin/
2. Locate the transaction that you wish to refund. You can do this via the 'Find a Transaction' page or 'Daily Transaction List'.
3. Click on the transaction from the result list.
4. Click on the "Refund" button.
5. Enter the amount you wish to refund (it can never be more than the original amount of the transaction.)
6. Enter your login password.
7. Click Proceed.

The banks will either authorise the refund or not.

If the refund button does not appear?
- Check that you have gave yourself the rights to refund when you created your User account.

NB: If you wish to refund a transaction the same day it was processed, VOID it instead, by clicking the Void button. This will stop the transaction being sent to the banks for settlement. (This will save you the cost of the transaction and the refund with the banks)

The refund failed
It is the banks decision whether they authorise the refund or not.
Reasons for failure would be:
The card has expired
The card has been terminated
The card has been reported stolen
The card has been re issued.

In these circumstances you would need to refund via another means

To amend the bank details that appear on your Sage Pay account please access your My Sage Pay Customer Management System (CMS).

Please note that this is for our reference purposes only, and to change the bank details where your funds are settled you will also need to inform your acquiring bank, because they control the settlement process.

Your Direct debit can also be amended from this location.

The Sage Pay Customer Management System (CMS) has been designed to make the administration of your Sage Pay account as fast and easy as possible.

The Sage Pay CMS system enables you to perform the following functions:

· Change your billing details
· Set up or modify your Direct Debit details
· View your current invoice

In order to login to CMS for the first time you need to login as an Administrator. The Administrator account will only allow you to create and administer other user accounts, from which you will be able to access the entire CMS system.

To access CMS, you need to type the following URL into your browser:

https://customerservices.sagepay.com/

To login as an Administrator please enter the following information:

· In the Customer Login ID field: enter your Vendor Name
· In the Username field: enter your Vendor Name
· In the Password field: enter your Reporting Password

Your Reporting Password is the same as your Admin Reporting Password. If you do not know your password, please contact unlock@sagepay.com to ontain.

Please note, this page will require you to enter your name and internet merchant number that is registered with Sage Pay.

For more information on the CMS system please consult the link below, you can also download the user manual from here:

https://customerservices.sagepay.com/CustomerLogin.aspx

If you require any further help or assistance please do not hesitate to contact us.

When a transaction is authorised, the shopper's bank/card issuer will allocate the funds owed to you by placing a 'shadow' on the shopper's account. This will remain on the account for up to 6 days ensuring that the customer does not spend this allocated fund anywhere else.

If you require a shadow to be cancelled then you will need to provide your shopper with the bank auth code so they can contact their card Issuer to request the auth is cancelled from the card, as it is down to their Issuer to remove this.

If you do not have access to this information, Our Support team may be able to provide you with the Authorisation Code for the Transaction in question which you can then provide to your Shopper who will need to contact their own Card Issuer to remove this. Simply e-mail your VSP Vendor Name and the VendorTxCode of the transaction in question to support@sagepay.com

Please note, in some cases the Issuer will not remove the 'shadow'. If this is the case, then it will remain on the card for anything up to approximately 6 days.

Sage Pay collect card details via a 128-bit SSL secured payment page. We request card number, expiry dates, cardholder name and address and security code value. This information is then further encrypted to be held against the transaction details on our system before being sent to the UK acquiring banks for authorisation (over secure, offline channels). We don't store the security code (in line with Visa requirements) but we do store the card number (only in an encrypted format that none of our staff have access to).

Sage Pay secure your card details within our database using AES-256, the keys for which are held on tamper-proof hardware security modules which as stated are unavailable to Sage Pay staff.

When your details are supplied to us over SSLv3, the algorithm used is RC4, as it is for almost every major e-commerce site.

SSL generates the encryption keys it uses for RC4 by hashing (using both MD5 and SHA1), so that different sessions have unrelated keys. Also, SSL does not re-key RC4 for each packet, but uses the RC4 algorithm state from the end of one packet to begin encryption with the next packet.

The SSLv3 certificates we obtain from Verisign to secure our site can support AES-256 as the encryption algorithm, but the vast majority of customers use IE6 or below and older versions of Firefox and Netscape. Most also run on Microsoft Windows, which until Vista is released, cannot use AES in SSL encryption. At present, the vast majority of sessions will be encrypted at 128-bit, but with a strong algorithm like correctly implemented RC4, 128-bits is more than enough to ensure the security of your card details.

We can also assure you that your details would not have been gleaned from our system (which has been approved, and is regularly audited by Visa and Mastercard as one of the most secure sites in the UK). 

Our systems are independently audited by the UK acquiring banks and we are compliant with the card schemes themselves (both Visa and Mastercard) under their Payment Card Industry Data Security Standard which ensures we meet very strict security guidelines (see this link http://www.visaeurope.com/aboutvisa/security/ais/main.jsp for more information).

I hope this explanation helps allay your security fears.  Please do not hesitate to contact us if you have any further concerns.

All confirmation e-mails are now sent from ‘donotreply@sagepay.com’. The reason for this is because the Sender Policy Framework (SPF) is becoming extensively used these days.

The aim is to prevent SPAM e-mails, by only allowing certain servers to send mails from certain e-mail addresses. So whilst we can send mails from sagepay.com, for a mail server with SPF in place we could not send mails from jamesgadgets.com (example) because we are not registered to do so. We cannot register ourselves either, so the mail simply bounces.

So please ensure you have amended your e-mail settings to allow e-mails to be received from ‘donotreply@sagepay.com, otherwise your e-mail settings may have filtered these e-mails into your spam folder.

We send emails out but have no control over whether they get to their destination or not, unfortunately this is the nature of the internet. As a result we cannot guarantee the delivery of emails, as there are too many factors outside of our control that determine what route an email takes.

This is why we have our reports pages to list all transactions that have been processed.

If you view your My Sage Pay Admin reports pages you will see what orders were made and what to fulfill. We do not recommend that you just rely on the email confirmations; you should always check your My Sage Pay reports pages at the end of each day.

It may also be worth providing two e-mail addresses in the ‘VendorEMail’ field that you send through to Sage Pay with every transaction, then if one e-mail address fails, it should be received by the other.

If you wish to use multiple email addresses, you should add them to the ‘VendorEMail’ field using the : (colon) character as a separator. E.g. myemail@myemail.com:anotheremail@anotheremail.com.

If shoppers are complaining that they are not receiving confirmation e-mail, first get them to check their spam folder. Please also bear in mind that we have no control over external email servers or spamming software at the shoppers end.

If you do not want the Sage Pay order confirmation e-mails to be HTML formatted then you can change them to be in plain text via your My Sage Pay admin pages.

To do this:

1. Log into your VSP Admin User Account.
2. Hover your mouse over the 'Administration' button and select 'Account Parameters' from the drop-down menu.
3. At the bottom of this page you will see a section titled 'Display and Mail Settings'. From here, untick the tick box against 'Send HTML e-mails'.

If you would like to register/change your IP address(es) then you can do this via your My Sage Pay administration area. To do this:

1. Log into your User account.
2. Hover your mouse over the 'Administration' button and select 'Account Parameters' from the drop down menu.
3. In the middle of this page you will see a section labelled 'Valid IP Addresses for this Account'. Simply add your IP address(es) where it reads: 'Add New IP'.
   
   

Unfortunately, we do not allow any external links which will take the customers away from the payment pages and affect the transaction process.

As this can cause errors and therefore the links on the error pages will need to be removed in order to pass our validation process.

You can have links to a pop up page which you provide in your images files like a help page which can then link back to your site but just not on the payment pages.

If you require the company name which appears on your customers’ bank statement to be changed, you will need to contact your merchant service provider/acquiring Bank, who will amend this on your behalf. The company name would normally be what was set up when you entered into you merchant account agreement with your acquiring bank.

Sage Pay do not dictate what information appears on these statements as we do not settle any funds directly.

Sage Pay is only able to accept customers who are able to obtain a UK/Irish internet merchant number from one of the UK or Irish merchant banks listed at the following link on the Sage Pay website: www.sagepay.com/sagepay_acquiring_partners.asp.

The banks that supply merchant accounts to online businesses require that either you or your company reside in the UK or Ireland.

If you or your company resides outside of the UK or Ireland, unfortunately we cannot work with you at this point in time.

Sage Pay is fully approved as a Level 1 compliant provider under the Payment Card Industry Data Security Standard (PCI DSS). This is the highest level of compliance that can be achieved.

Sage Pay were audited by an independent third party company, Trustwave, who are an official Visa Qualified Security Assessor.

Our approval status can be viewed on the Visa website at the following link:

http://www.visaeurope.com/documents/ais/pci_dss_compliant_service_providers.pdf?140409

Verified by Visa and MasterCard SecureCode (3D Secure) are the latest fraud prevention initiatives launched by Visa and MasterCard.

3D Secure works in a similar way to Chip and Pin, by asking the customer to enter a unique password in order to complete their online order.

If Verified by Visa and SecureCode by MasterCard has been enabled on your Sage Pay account, your shoppers will be given the option to register their cards and/or verify their transaction, when purchasing from you. Once the shopper has entered their card details on Sage Pay’s hosted payment page they will be prompted (on the confirmation page) to register their card for 3D Secure (if they have yet to do so) or proceed with the transaction and enter their pin number they have set up for online transactions.

• There are no additional charges for VbV and MSC from Sage Pay. Your acquiring bank may charge you to add this to your merchant number, but you may also find that they will lower their charges to you if you support these schemes.
• 3D Secure technology provides a more secure method for authenticating the Cardholder at the time of the transaction, therefore minimising fraudulent transactions.
• A transaction which has been fully 3D-Secure Authenticated cannot be returned as a Chargeback if it is subsequently found to be fraudulent. This is because the banks themselves assume liability for all transactions passed under 3D Secure. NB. A 3D secure validated transaction will not protect you in circumstances such as in the event where the customer denies receipt of goods.

To enable this facility on your Sage Pay account please email support@sagepay.com.

For further information regarding 3D Secure, please visit http://www.sagepay.com/developers/industry_knowledge/3d_secure.asp

There are no set up costs, no monthly fees and no cancellation fees, however PayPal charges per transaction between 1.4% - 3.4% +20p per transaction depending on the merchant volume with PayPal.

For further information regarding the transaction fees, please visit the PayPal website:

https://www.paypal.com/uk/cgi-bin/webscr?cmd=_display-receiving-fees-outside

PayPal transactions are settled by PayPal. The funds from your customers’ PayPal payments are deposited into your PayPal Business account immediately.

You can then withdraw or transfer the funds electronically into your specified bank account.

Please contact PayPal directly to change the Bank Account where the funds will be transferred.

PayPal implements its own fraud prevention measures (please see details above).

As a PayPal transaction is not sent to the bank for authorisation by Sage Pay, AVS/CV2 results cannot be obtained, therefore the AVS/CV2 results will always display the ‘Not Provided’ symbol within the My Sage Pay Admin area.

Similarly with 3D Secure, if a shopper selects to use PayPal they will not go through the 3D-Authentication process, therefore 3D Secure results will not be obtained.

The 3rd Man results are not available on PayPal transactions because many of the details used to make a payment through PayPal are not released to the 3rd Man, which means they do not have enough data to make a valid risk score.

If you want to learn more about PayPal’s own Fraud Prevention methods, please visit the PayPal website using the link below:

https://www.paypal.com/uk/cgi-bin/webscr?cmd=_security-center-outside

When you signed up to use our services you agreed to our terms and conditions. Our terms state that you need to give 3 months notice to close your Sage Pay account, and all fees become payable immediately on termination.

You can pay your termination fee via credit/debit card by calling us on 0845 111 4455. Alternatively, payment can be made by cheque or by BACS using the following bank details:

Account:          Sage Pay

Bank:               HSBC

Sort Code:        40-01-06

Account No:      92071401

Please use your vendor name or your account reference to help us identify your payment.

Once the termination fee has been paid we will cancel your Direct Debit and your account can remain open for the notice period.

When you pay for your order you will be sent to either a successful payment page or a failed payment page on the merchant website. You may also receive a confirmation email from the Sage Pay system which confirms the status of your transaction.

If you are in doubt about the status of your order, please contact the company you ordered from with all the relevant details and they will be able to advise you of your order status.

If you receive an error code during the transaction process, please email this code to support@sagepay.com and we will advise you on how to proceed.

The Sage Pay system will detect and reject any card number which is incorrectly formatted. If you believe that our system should accept the details you are entering, please email the first 6 digits of your card number to support@sagepay.com and we will advise you further.

Sage Pay is audited by an independent auditor on a regular basis to ensure that we comply with the latest security standards set out by Visa and MasterCard. If you have processed your order online using the payment pages hosted by Sage Pay, please locate and click on the padlock image which can be found on our payment pages to confirm that your details are collected in a secure environment.

The padlock is located in a different area of the payment page screen depending on the internet browser you are using – it can normally be found in the bottom right hand corner of the screen, at the top of the screen next to (or inside) the address bar or at the very top right hand corner of the screen. This padlock shows that your details are collected using 128 bit SSL technology.

Once you have entered your card details, Sage Pay will securely send these details to the bank to be authorised. This is a completely secure process and we ensure that your details cannot be accessed by a third party.

For more information on the security standards employed by Sage Pay, please visit our security overview section.

If you are using a MAC Browser then the padlock will be situated in the top right of your browser.

If the company that you are trying to purchase the goods from are using a html frameset, then you will need to click on the padlock around the top middle of the payment page. This will then allow you to bring the payment page out of its frameset and therefore your browser will be able to detect that the page is secure and thus display the padlock in your browser.

If you have anymore questions on this, please contact the company that you are trying to purchase the goods from

Sage Pay is a Payment Service Provider. We process payments on behalf of our customers and make sure that your transaction details are kept secure throughout the transaction process.

We do not hold any order or delivery details and we cannot process any refunds or cancel any orders on behalf of the merchants who use our service.

If you have a query regarding your order, please first contact the company you ordered from.

You should find the company's contact details on the company's website, the customer receipt, or on the Sage Pay transaction confirmation email if one has been sent.