Take a Secure Payment With PADLOCK

PADLOCK is a PCI-compliant card payment solution, allowing you to process credit and debit card payments in a secure environment. If you have the right to initiate card payments, you will see the PADLOCK button during a call.

1. At the point in a call when you wish to take a secure payment, click the PADLOCK  button.
2. Depending on how your system is configured, at this point you may be presented with a default payment provider screen, or you may be able to select the payment provider. If the latter, a drop-down field is present (your organisation can choose the label) and allows you to select the payment provider to use. The fields that are subsequently displayed vary depending on which payment provide you choose.
3. On the payment screen, type the details provided by the payer in the Name on Card, Transaction Amount, Reference, Issue Number (if applicable), Start Date (if applicable), and Expiry Date fields. Enter any further details if required by the payment service provider.

Note: depending on how your system has been configured, some fields may already be populated.

4. Click the Enter Card Number button. The padlock icon changes to locked # and the line is muted indicating that the call is locked in readiness for the payer to securely enter the card number using their telephone keypad. You will see the entered digits as a series of asterisks on the screen.

Note: if the payer allows the timeout period to expire without entering the complete number, the call is taken out of locked mode and the entry fails validation.

5. When the padlock icon appears unlocked and the red cross changes to a green tick (indicating that the payer has completed the card number entry correctly), speak to the payer and then click the Enter Security Code button. Once again, the padlock icon appears locked and the line is muted in readiness for the payer to enter the card's security code.

6. When the padlock icon appears as unlocked and a green tick appears against the entry, click the Authorise button to submit the payment to the payment service provider.

Once the details have been authorised and the transaction completed, a unique reference number for the transaction may be returned by the payment service provider.

Note: if enabled, a customer is allowed to split a payment over multiple cards. After the first payment is made, click the New Payment button to start another payment with the same customer. The payment is made in the same way as the first payment. After each payment, a payment summary is displayed.

If a Transaction Fails

When you click the Authorise button to submit the payment, the system checks that all mandatory information has been entered and will highlight any fields that have not been completed. If necessary, amend the information and press the Authorise button again. The details are submitted to the payment processing system for validation.

If the payment fails because the authorisation attempt is rejected or because the details provided cannot be verified, a message is displayed, together with Back and Close buttons. Clicking the Back button returns you to the data entry panel, where you can re-enter the details if required.

If the transaction fails because of a technical problem the system will return the message illustrated below.

If you see this message, you will not be able to resubmit the payment. Contact the payment service provider to ascertain whether the transaction succeeded. If required, you can click the New Payment button to initiate a new transaction.

You can close the PADLOCK window at any time to cancel the transaction.