FAQ

We've anticipated certain things you might want to know
What is Airpay Offering?
We provide a broad range of payment services including online, face-to-face and regular payment.

We're active in the development and implementation of anti-fraud systems which have helped protect businesses around the globe.
Will I be able to accept payment online using airpay?
YES, once you have a merchant account.
Will I able to accept all credit, debit cards and netbanking?
Online Payment system includes debit cards, credit card and NetBanking. We accept all major Visa & MasterCards.

Click here to view the list of Banks available on airpay NetBanking Platform.
Will I able to accept payment via internet netbanking?
Yes, you will be to accept online payment via net-banking, where customer can pay using their bank account.

Click here to know the list of NetBanking supported by Airpay.
How do I accept payment over the phone using IVR?
With airpay IVR system, you can let your customers pay over the phone. IVR is short for Interactive Voice Response, which refers to an automated system that customers can use to send or receive information. You have the option of integrating self help or agent assisted model, with our IVR modules
Will I be able to accept payment from walk-in customer, using mobile POS?
Yes, with airpay Mobile POS Solution, you will be able to offer your customers with a card payment alternative, you're increasing their payment options and your likeliness of getting paid.

You will be able to accept all type of debit and credit cards from walk-in customer.

Make everyone a sales agent!
How do I register or sign-up for airpay account? OR What will I have to do to get airpay account?
It's simple to get airpay account. On the home page, click on sign-up. Enter the necessary details and get started.

Once you submit your completed application form to airpay, we will get the necessary approvals from the Banks, to enable you start transacting offline & online.
Why should I give my KYC documents to airpay?
KYC is an acronym for "Know your Customer", a term used for customer identification process. It involves making reasonable efforts to determine true identity and beneficial ownership of accounts, source of funds and the nature of your business.

Reserve Bank of India has issued guidelines to under Section 35A of the Banking Regulation Act. To carry a KYC for all merchants accepting payments in offline & online medium
What KYC document I need to provide to get airpay account?
There are two aspects of KYC, one is establishing identity and the other is establishing present residential address.

The documents required for KYC differs bas on the type of company / account eg. Individuals, Companies, Partnership Firms, Trusts & Foundations and Proprietorship Concerns.

Click here to view the list of KYC Document required by each entity.

How much time till will it take to start accepting payment from customer?

Online Registration + Agreement Signing + Submission of KYC + approval from the banks, all this can be achieved in 7 working days you're your co operation,

Our endeavor, is to make the merchant go live at the earliest, to setup the live account and start accepting payments from customer.
Do I need a website to accept payments online?
For Online accepting of Debit, Credit Cards & Net Banking, you need an online identity.

However if you are an SME, you can use our Mobile POS solution, where you DO NOT need an website.
Do I need a website to accept payments via IVR?
No, for IVR payments you do not need a website or online presence. When customer wants to make payment, you can conference him with airpay IVR Payment Number, the customer will provide the payment details to airpay over the Phone.
Do I need to have technical or programming knowledge to use online payment gateway?
It's a very simple integration, your tech support team, will be able to integrate with the airpay payment solutions.

This assistance through airpay is free of charge and toll-free.
Do I need to have technical or programming knowledge to use IVR payment Channel?
You just need to conference the customer with airpay IVR line, to accept payment via debit or credit card. You do not need any technical knowledge, as the airpay will host the IVR setup for you.
Which are the programming platforms supported by airpay for online payment gateway?
Virtually any programming language can be used to interface into the airpay payment gateway. Common examples that are being used are PHP, ASP & Java
Do I need to purchase a telephone or PRI live to accept payment using IVR?
No, you can use your existing telephone or PRI line to accept payment using IVR. You need not by additional telephone line to connect to airpay IVR Payment Channel.
Is it safe to use the card on airpay payment gateway & IVR?
We are compliant to the relevant Data Security Standards and ensure you that we maintain highest level of security for processing customers card data.

Payment Card Schemes such as MasterCard and Visa have a responsibility to make sure payment platform have protection in place to deter hackers and criminals.

How do I check my transaction done on airpay?
To log on to the Merchant Interface you will need to use the user name and password as supplied by airpay. You can view all the order successful and file in your Merchant Interface, under 'Transaction' Menu you have option to view days wise summary and details report.

You can also download CSV report from respective screens.
Will I get email with details of transactions done using airpay?
Yes, airpay sends email for every order successful or fail order processed using airpay.

To enable or this feature you can visit your "My Account" Section of Merchant Interface and select the service. To add users, you can simply create additional user on Merchant Interface, "Admin" Section. While creating the account, just enable the option "Order Email Alerts" for this user.
Can I request a printout of daily transactions report?
We believe in running a green business and we are committed to save trees and the environment. We request you to refer to the digital copy of order reports sent via email and available in merchant interface.

In case you need printout of the transaction reports, you can login to our merchant interface and print the same.
Please explain all the components of daily transaction report?
The daily transaction report is sent to you via email, showcases summary of sales, refund, chargeback, transaction fee, service tax and amount payable to your bank account.

The details report is an extension of the summary report, where the details of all the order are displayed with information like, order date, order amount, merchant order id, airpay order id, card type, service charges, taxes, etc.

The daily transaction report is also available to view and download in merchant interface.
When will I get money in my bank account for transactions done on airpay?
The money is remitted to merchant bank account within two working days from the order reconciliation date.

No manual intervention or approval required from your end.
Which bank account will I get the payout of orders received using airpay?
The payout for the orders received will be remitted to the bank account registered or mapped with airpay. Click Here To know the bank account details mapped on airpay.
How do I update my bank account number, for daily payouts from airpay?
The remittance of orders process using airpay will be transferred to your registred bank account number. You can change the registered bank account from your Merchant Admin. Click Here to login and update the account number.
What if, I gave wrong bank account details and number to airpay?
Airpay is not responsible if you provide or map wrong account number to your merchant account. Airpay will update or register the details provided you. It will be your responsibility to ensure that the bank account number mapped is correct.

The money transferred to the wrong account number cannot be recovered and merchant will be responsible to talk to bank and try to retrieve the same from the bank.

Airpay will not be responsible for loss incurred by merchant due to mapping of wrong bank account number.
Can I ask airpay to hold the payout for some days, if I have problem with my bank account?
Yes, airpay can help you hold the remittance or payout to your bank account. The payout will be accumulated in your merchant account till you instruct us to release or make the payout.

This facility is provided to merchant for their convenience and is enabled only on written request.
Can I request cheque or cash payment, for transactions done on airpay?
No, as per the mandate of RBI airpay needs to ensure that the payout is done to merchant account within two working days from the date of transactions. To keep inline to RBI's mandate we have made it mandatory for all merchant to accept money via NEFT - direct account transfer.
How do I pay the transaction fee to airpay?
The amount remitted to your bank account is net of airpay transaction fee, eg. the transaction fee is deducted from respective order before making payout to merchant.

Hence, you need not worry to pay the transaction fee to Airpay, it will be airpay's responsibility to ensure that collect the same before making remittance to your account.
How do I check for charges deduced by airpay from the payout?
Airpay is transparent with regards to the charges paid by merchant. The details of payout and charges are provided with the daily payout report. This report will be emailed to you and also be available in Merchant Admin.
I have queries with regards to charges deducted by airpay?
The charges deducted from your payout are as per the terms agreed by you. To understand the definition and method of calculation of respective component of settlement report 'Click Here'.

The payout amount in daily transaction report and credit in my bank account does not match?
The amount paid in your bank account is picked up from your payout report. Thus, occurrence of such an error is impossible. We request you to re-check the dates in payout report and your bank statement.

After checking if you still believe there are difference in payout amount or payout is not reflecting in your account, please get in touch with our customer support for assistance.
Can I cancel or refund the money to customer?
Yes, every successful transaction paid to you can be refunded back to the customer's account / debit card / credit card. You just need to request us to refund selected order id and we will process the refund request.

It might take max of 7 working days to refund appear in customer's bank or credit card statement.
How do I instruct airpay to cancel or refund the order?
It's simple to refund the money back to customer's bank account or debit or credit card. You need to log-on to Merchant Admin, search the order, review or change the refund amount and click the refund button.

You need to be careful while selecting the order for refund, double check the order Id, customer email ID, phone number, refund amount etc. before hitting the refund button.

It might take max of 7 working days to refund appear in customer's bank or credit card statement.
What if I cancel or refund wrong order, can I get the money again?
No, the money for order refunded to the customer is transferred to customer via bank. It is not possible to reverse the transaction, eg it's not possible to collect money back form customer any pay to you.

You can try to get in touch with the customer and ask them to pay again or transfer the money to your account. However, airpay will responsible to assist or help to retrieve the money back from customer.
Will I be charged for cancellation or refund of orders?
No, there are no charges for orders refunded back to the customer. So if you want to refund the money back to customer, please do not try to refund it in cash or cheque. Just refund it on airpay and avail the benefit of zero charges for refund.
Online and Card payment is open invitation to fraud, is it true?
This is not true. All the online transactions have to go through dual verification, eg in addition to the card details customer has to also enter a pin or password to complete the transaction. This process ensures that online transactions are secured against fraud orders.
How do I identify fraud transactions?
As a mandate you should try scrutinize every order received online. If you find any suspicious order pattern or customer behavior or communication, flag the order as suspected.

For every suspected order, try to call the customer, ask them to email Identify Card and Bank or Card Statement. Only once you satisfied with the details provided by customer, you should process the order and deliver the goods or services to the customer.

Airpay will also monitor your orders, intimate you about any abnormal order or customer behavior. Such order will be marked as suspected and email intimation will be sent to registered email address.
Will I have to bear loss for fraud transactions?
No, as per RBI mandate every online transaction is complete only after two layer - authorization and authentication. And if there is a fraud transaction the customer will be liable for the same.

Authorization ensure that the account or card details are correct and customer has money to perform this transactions.

Authentication ensure that the account or card holder enter a private password or pin, which ensure that holder of account or card himself or herself is performing this transaction.
What checks shall I perform to ensure customer is genuine? OR What document can I collect from customer, placing high value orders?
For every suspected order, try to call the customer, ask them to email Identify Card and Bank or Card Statement. Only once you satisfied with the details provided by customer, you should process the order and deliver the goods or services to the customer.
What is a chargeback or transaction dispute?
Customer transacting online using an account or debit or credit card can raise a complaint with their banking partner and request to return the money. The complain could be on grounds of defective product or late delivery or incorrect information about product or services or difference in product displayed and delivered, etc

Such disputes raised directly by the customer with their bank is called chargeback or transaction dispute.

As soon as the dispute is raised by the customer, banks instruct airpay to collect the order amount from you and park it in a banks suspense account.

When every we receive such dispute or chargeback, we will intimate you and collect the amount from you. To represent your case, you will have to submit the proofs of product, delivery and any other information about customer to airpay.

If the Bank is satisfied with the proof submitted by you, the money parked in bank's suspense account will be paid back to you. However, if it is proved the customer complain is genuine the customer will get a refund.
What document do I submit for Chargeback or disputed transactions documents?
Every time you receive a chargeback you need to represent your side by submitting certain document. The document acts as proof that you have delivered the product or services bought by the customer.

Following are some standard document you can submit:
Details Product or Service bought.
Proof of delivery or services (Signed by Customer)
Customer ID Proof (if available)
Customer's (if available)
Cancellation or Product Return Policy.
Can I share my payment gateway or mobile POS with friends or relatives?
Please do not share you payment gateway or POS Terminal with your friends and relatives. Payment Gateway, IVR and Mobile POS account are like your bank accounts. Only the owner of the account of the account is authorized to use the services.

Any unauthorized use of your airpay account can lead to deactivation, plus penalties and you might be permanently blacklisted by Visa or MasterCard or Banks from accepting payments online.
Do I need a shop or office to accept payment accepting payment using mobile POS?
You do need not have a shop or office to accept payment using Mobile POS. Mobile POS can also be used by Individuals for sale of goods or services @ customer location, your home, exhibitions stalls, etc.
Can I connect to the Airpay IVR from any landline or mobile number?
You can connect to our IVR system from registered landline or mobile
numbers only. If you wish to register any new landline / mobile numbers you will need to send us an email from your official email ID with all the details.
How do I register the landline / mobile number that I will use for IVR?
If you wish to register any new landline / mobile numbers you will need to send us an email from your official Email ID with all the details.
What is One Time Password (OPT), required for IVR?
As per the recent mandate of the Reserve Bank of India, use of OTP has been made mandatory for all IVR transactions.
Is it mandatory for the customer to enter the OTP, for every transaction?
OTP is an acronym for 'One Time Password'. The customers who wish to do a transaction on IVR have to generate the OTP by sending a SMS to the short code or on the website of his issuing bank i.e. the bank which has issued him / her the credit card.
Can I enter OTP on behalf for customer?
No, You cannot enter the OPT on behalf of customer. The OPT is like a banking password, the customer should not be asked to not revile the OPT.
When I to connect to the IVR I am getting a message 'Your number is not configured with us' message, can you help me?
The IVR system permits the merchant to connect to the platform only
from registered numbers. The number from which you may be initiating this call may not have been registered with Airpay End. Pls contact your relationship manager or send email to erations@airpayme.com if you wish to register additional numbers with Airpay IVR Platform
The transactions are getting declined on the IVR, can you help me?
The transactions are authorized or declined by the customer's issuing
bank. The transactions can get declined for many reasons. The customer may not be entering correct card or OTP details or there may be not enough funds in the customer's credit card account. Ask your customers to get in touch with their respective card issuing banks to understand the cause of the same.
How will I or customer know that transaction is successful?
As soon as the payment process is over, airpay IVR will narrate payment status "Success" or "Fail". Thus, at the end of transaction you and customer can easily judge if the payment is successful or failed.
Do I need to send receipt or confirmation of payment received using IVR?
As the transaction is done on IVR, you will have to intimate the customer about the transaction status and confirm them about the delivery of product or service.

How do I know which order is paid by which customer?
On the IVR you need to enter an order number and amount before the customer enters the card details. This order number will act as unique number for you to find this order in Merchant Admin and Daily Statement.

This invoice number will help you track the details of order generated by the customer.
I entered wrong amount on IVR, can I drop the transactions before charging to customer?
Yes, if you happen to do a typo error with the order id or amount you can drop the transaction immediately. You can start a fresh order on IVR with new order number.
Where do I check the orders received using IVR?
You can check all the orders in airpay merchant admin panel. The merchant admin gives you a detailed and summary report for all successful or failed orders. You can also perform custom search for a date range and also download reports in csv format.
I charged the customer twice for same order, what shall I do?
Don't worry if you have charged the customer twice for same order and amount. You can refund one order back to customer using Merchant Admin. The refund will reflect in merchant bank account or card statement within 7 working days.

Also all inform the customer that he has been charged twice for the same order and one transaction and that one of the order will be cancelled and refund will be processed to bank account or debit or credit card.
Which cards can I accept on IVR?
You can accept all valid credit and debit card branded as visa and mastercard, issued in India.
How will customer identify the charged in his bank or card statement?
The charge will appear in customer statement and will reflect your company legal short name. Incase you want to change the name that will appear in customer statement, you can contact our customer care.
Customer is charged, however I have not received success order message?
In case customer is charged and you did not receive success order message, you can check the order status in Merchant Admin. Login to merchant admin and search for the order with help of customer email ID or mobile number.

If the order is successful in Merchant Admin, you should refund such order to return the money back to customer.

If the order is marked as failed in Merchant Admin, you should not worry. The money charged to customer will be automatically refunded to customer within 7 working days.

Do I need to open account with all the bank, to get netbanking connectivity?
Airpay has tied-up with multiple banks, to provide netbanking facility to you. Hence, you need not open account with each bank. Airpay will consolidate the payment done via various bank and make payment to you in your single bank account mapped our airpay.
What is Netbanking Payment?
NetBanking is a mode of online payment made available on airpay payment gateway. This is an additional payment method, where the customer is given option to use their bank account - user name and password to pay for purchasing goods or services on your website.
Can customer holding any bank account, can pay using NetBanking?
Yes, the customer's bank has to tie-up with airpay for the customer to be able to pay using NetBanking account.

However, if the a selected bank has not connected to airpay, customer of this bank account will not be able to pay using NetBanking.

However, you can always ask such customer to pay you using debit card. It's safe, simple, secure and quick.
How will customer identify the charged in his bank account?
Every transaction charged to customer will appear in customer's account with Narration "Airpay". Thus, it will be easy for the customer to identify the transaction done your website
Customer has been charged, however I have not received the success order message?
In case customer is charged and you did not receive success order message, you can check the order status in Merchant Admin. Login to merchant admin and search for the order with help of customer email ID or mobile number.

If the order is successful in Merchant Admin, you should refund such order to return the money back to customer.

If the order is marked as failed in Merchant Admin, you should not worry. The money charged to customer will be automatically refunded to customer within 7 working days.

Which cards can I accept for online payment?
You can accept all valid credit and debit card branded as visa and mastercard, issued in India.
Do I need to register with bank or visa or master card or Amex, to accept card payment?
airpay has tied-up with banks, to provide payment gateway facility to you. Hence, you need not open account with each bank. Airpay will consolidate the payment done via bank and make payment to you in your single bank account mapped our airpay.
How will customer identify the card in their bank or card statement?
Every transaction charged to customer will appear in customer's account with specific like Narration your company or brand name. Thus, it will be easy for the customer to identify the transaction done your website.
Customer is charged, however I did not receive success order message?
In case customer is charged and you did not receive success order message, you can check the order status in Merchant Admin. Login to merchant admin and search for the order with help of customer email ID or mobile number.

If the order is successful in Merchant Admin, you should refund such order to return the money back to customer.

If the order is marked as failed in Merchant Admin, you should not worry. The money charged to customer will be automatically refunded to customer within 7 working days.
Customer is asking for refund by cash or cheque, is it ok to refund?
No, please do not process refund of online transactions in cash or cheque. You can refund one order back to customer using Merchant Admin. The refund will reflect in merchant bank account or card statement within 7 working days.
I have refunded the order on airpay, when will customer get month?
Once you refund one order back to customer using Merchant Admin. The refund will reflect in merchant bank account or card statement within 7 working days.
Customer has complained, that refund is not reflecting in his bank or card statement?
It take nearly 7 working days for the bank to refund the money back to the customer. However, if the money is not reflecting in customer's bank account or card statement after 7 or 10 day. Please send this query to airpay support team.

Airpay support team will provide you a refund reference number. Ask the customer to take this refund reference number to their respective bank and file a complain.
Customer cancelled the order do I have to refund the complete amount?
No, you need not refund the entire amount if the order is cancelled by the customer. You can retain your cancellation charges as may be applicable for your services.

However, you need to clearly inform customer about the cancellation policy before accepting the order.
Goods / Services are delivered, but still customer is asking for refund, what shall I do?
If the goods or services is already provided to customer. However, due to some odd reason if they are asking for refund. In such a case, please do not refund the money to customer.

Instead, ask the customer provide their ID Proof and bank or card statement. So if customer disputes the transaction via the bank and demands for chargeback, you can provide him the proof of product and other document provide by customer as evidence for dispute resolution.

Can I add my logo on the payment page of airpay?
Yes, aripay has made provision for you to upload the logo on the payment. Thus, you can now display our logo on airpay's payment page to customized the payment page.
Can I change the color scheme of the payment page?
No. However, airpay team is working toward making providing this facility. We will inform you once the same is available.
Can I Change the Company / Brand Name displayed on payment page?
No. The payment gateway account is like your bank account. You can never change the legal owner name of the website for any reason.

However, if you happen to re-brand your product or services you can change the same. Please do call us for more help with change in company name or brand name.