Instructions for Use

The Client Portal is a web portal for users of Comgate's payment services. It provides a complete overview of all payments made through the payment gateway or payment terminal, their settings, etc.  

In the Client Portal you can:

• Display transactions for a selected period of time

• Check the payment status

• Trace billing

• Analyze and export data

• Manage and add users, who can see different types of information about your business

• Make technical settings

The Client Portal is divided into three sections:

1. Payments

2. Integrations

3. Contacts

Payments

In the Payments section you can find an overview of all payments and refunds, bank transfers, monthly billing and any claims. In addition, there is the option to manually set up a payment.

Payment Link

You can generate a new payment link under Payment -> New payment

After entering the name of the shop, amount, currency, payer's e-mail and customer ID a payment link will be generated. You can copy it and send it to the customer. You will be informed of successful payment via email or API protocol.

Payments generated in the Client Portal can be found in the Customer payments tab under Setting up payment > Client portal.

The payment link can be used when the customer places an order outside the e-shop environment (e.g. by email or telephone) or when modifying an order already placed.

Customer Payments

An overview of all transactions can be found in the Customer Payments section. To find specific payments, you can filter them by the following identifiers:

• Time period - allows you to choose the time interval, in which the payment was made.

• Status

  • Expected - the payment has not been made, do not deliver goods or service yet.

  • Unpaid - the payment has been cancelled or denied, do not deliver the goods

  • Paid - the payment is confirmed, you can deliver the goods

  • Transferred - the payment has been made and sent to your bank account

  • Preauthorized - the payment amount is blocked on the payer's account

• Terminal ID - the number under which the terminal is registered. You can find it on the receipt. Meal voucher companies also provide it together with the MID (Merchant ID) for the meal vouchers activation. This ID will be required for any communication with us.

• Refunds - refunded payments

• Cancellations - payments cancelled by the e-shop or by the customer

• Created payment - payments set up by the e-shop via API protocol or manually in the Client Portal.

• Comgate ID - unique 12-digit code for every transaction, which you can use for payment verification.

• Client ID - this can be the e-shop order number, invoice number or e-shop's variable symbol, whatever you choose. This ID is sent via API in the refld parameter.

• Payment VS - the variable symbol of the transaction generated by the payment gateway

• Label - short product description. It is the same as the API documentation's "label" parameter

• Method - shows the payment method used for payment: Card online, Bank transfer, Deferred payment, Payment in three instalments, Instalment sale, Not specified.

• Currency - can be filtered only if payment in multiple currencies is set up.

• Amount

• Payer´s email

  

On the left above the individual transactions, you can download a list with the transactions displayed according to the specified filter.

Each transaction row offers options on the right to view the payment detail, perform a refund or generate a payment link for the transaction to send to the customer.

Refunds

A refund is a return of the amount paid by the customer through a payment gateway or payment terminal in full or in part. Under this tab you will find a complete list of refunds entered, which can be filtered similarly to customer payments.

Refund status:

• Awaiting payment confirmation – Occurs if a refund request was entered for a payment in Pending status. This payment must first go into Paid status in order for a refund to be made.

• Awaiting sufficient funds – At the moment, the payment gateway does not register a sufficient amount of incoming transactions (in the amount of the refunded amount). Refunds will be made when sufficient transactions have taken place. To speed up the refund process, you can top up the amount to the virtual account in the Client Portal > Payments > Claims.

• Pending – This is a newly established refund, for which it is evaluated whether there are enough funds to carry out, or the refund is already waiting for the order to be sent to the processing bank, or a link to fill out the bank account has been sent to the payer's e-mail.

• Executed – In the case of payment by card, the processing bank accepted the request for a refund. For the other methods, a bank transfer was generated by the payer, but the bank has not yet confirmed the execution of the order.

• Done – This is a confirmed refund that has been successfully processed. In the case of payment cards, also confirmed by the processing bank. Crediting the payer may vary depending on the payer's banking institution. By default, the payer receives the returned card payment within seven working days. If the customer used a bank transfer, he will receive the payment within two days as standard. In the case of a foreign order, it may take up to several days for the money to be credited.

• Cancelled – The refund was canceled by the merchant or the time limit of 14 working days for its implementation expired due to a lack of funds.

• Rejected – The refund was refused by the issuing bank.

Transfers to a Bank Account

Overview of the daily bulk transfers to your bank account. If you are using the payment gateway in multiple currencies, every currency is transferred separately. The same applies to funds from the payment terminals – they are transferred to you separately. When you click on the individual lines, you will see a list of all transactions included in the given transfer. You can download daily statements in CSV, ABO and PDF format.

Billing

In Billing tab, you can locate monthly breakdown of transfers to your bank account – in PDF, CSV and ABO format. Monthly billing in PDF consists of payment transfers to customers for the specific month. CSV and ABO files include specific individual customers' payments, too.

If you pay transaction fees and monthly fees by invoice, you can also find an overview of invoices for every currency separately.

Claims

In the Claims tab, you will find any unpaid monthly fees. The monthly fee for payment gateway administration is automatically deducted from incoming transactions. If the tab is empty, you have paid all your fees.

You will also find Refunds not made due to insufficient funds (information for the gateway can be found here, information for the terminal can be found here).

Integration

The Integration section contains the Integration Process, User Management, Test Payments tabs and Shop Settings.

User Management

An unlimited number of users can access the Client Portal. New users can be added under Integration > User Management. When creating a new user, you have to enter their name, email address and assign one (or more) of the following roles to them:

Organization administrator - access to all sections (except test logs), ability to create more users Organization user – access to all sections (except test logs and shop connection), cannot add a new user Tester - access only to payment gateway connection editing and ability to view the technical documentation Payment refund - access to payments and summary of entered refunds

• Organization administrator – access to all sections (except test logs), ability to create more users

• Organization user – access to all sections  (except test logs and shop connection), cannot add a new user

• Tester – access only to payment gateway connection editing and ability to view the technical documentation

• Payment refund – access to payments and summary of entered refunds

For each user, the organization administrator can also set access restrictions to the Client Portal based on the IP address (if the field is not filled in, access will be unrestricted). The IP address can also be set for existing users (in the Integration > User Management section).

Test Payments

Set the "test" parameter to "true" when you create a payment for testing purposes. The payer is then not redirected to any of the participating banks. A virtual provider (bank) is available for testing the payment or non-payment. In the client portal you will also find test payment statements, e-shop connection settings and communication logs.

In the section Integration > Testing > Test payments you will find an overview of all payments that were made during the testing of the payment gateway but were not actually debited from the bank account.

For payments in PAID and PENDING statuses, check whether the communication statement contains at least 4 records, i.e. 2 records for payment creation (REQUEST and RESPONSE) and 2 records for payment status verification (REQUEST and RESPONSE). If it does not contain them, it means that the e-shop does not verify the payment status. You can use the button in the payment detail to simulate the payment transition from PENDING to PAID or CANCELLED.

Test Logs

In the case of a wrongly set up test payment, you will find a full list of error messages (error logs) - e.g. unaccepted payment status, setting up payments via unauthorized methods, setting up payments from an unauthorized IP address, etc.

Shops Settings (Payment Gateway)

In Shop Settings for payment gateway, all allowed payment methods are displayed. You can set the payment expiration and change your contact details. You will also find the details for linking the payment gateway. If you are a Shoptet user, you can change payment statuses here.

Payment Methods Tab

Here you can find information about the current tariff and countries allowed (only cards issued in these countries can be used to pay at the gateway, please contact our customer support for extensions).

In the Merchant ID line you will find the code that Comgate assigns to each of its merchants to identify them in the system.

Payment expiration

Her you can set up payment expiration and dynamic payment expiration.

Billing language

In this field, you can set the language in which your billing files will be sent to you. We currently offer billing in Czech and English.

Bank details and permitted payment methods

Here you will also find an overview of the bank accounts set up for permitted currencies and an overview of the payment methods you can use in the e-shop.

Contact Information Tab

Here you set up e-mail addresses for the continuous sending of payment information, an email for receiving error messages in payment gateway and e-shop connection, and email for bulk payment statements. You can also see the e-mail address for sending messages about receivables here, which can only be changed by our customer support at your request.

In addition to email communication, we provide information about payment transactions via the API protocol.

Shop Connections Tab

In Shop connections tab, you can set up the parameters for communication via the API protocol. You can find the shop connection identifier, password, return URL and permitted IP addresses here. If you use one of the supported e-shop platforms, the input method will be individual according to your provider.

At the same time, you can adjust the scheme for sending email notifications to your customers.

Shops Settings (Payment Terminal)

In Shop Settings for payment terminal, you can view payout accounts, contact details, or adjust the settings of individual terminals at the branch.

Bank Accounts Tab

Billing language

In this field, you can set the language in which your billing files will be sent to you. We currently offer billing in Czech and English.

Bank accounts

Here you can find an overview of the configured bank accounts for allowed currencies (CZK/EUR).

Contact Information Tab

Here you can set up email addresses for receiving ongoing payment notifications, error notifications, and bulk payment statements. You can also see the email used for debt collection notifications (its change can only be made by our customer support upon your request).

Information about payment transactions is also provided via API.

For changes to other contact details, please contact our customer support.

Shop Connections Tab

Here you configure the store connection, which allows you to download transfers and transaction reports from the terminals via API.

By clicking the Add button, you can create a store connection and also add IP addresses from which you will access the API.

Terminals Tab

In this tab, you can adjust the settings of individual terminals at the branch.

Connection to the cash register system

Terminals can be connected to a cash register system (or a POS application). You can find the supported cash register systems and POS applications on our Help pages. To enable the option of connecting a terminal to a cash register system, please contact our customer support.

Terminal not connected to a cash register system

A terminal that is not set up to connect to a cash register system will have an empty field in the Cash register column.

Terminal connected to a cash register system

A terminal that can be connected to a cash register system will have the name of the system displayed in the Cash register column. In the Cash register status column, you will also see whether the system is Active or Inactive, i.e. whether the terminal is connected to the configured cash register system.

Active/Inactive cash register system

By clicking the Edit button (pencil icon), you can adjust the connection status to the configured POS system:

• Active cash register system: the terminal must be connected to the cash register system (it will not work without it).

• Inactive cash register system: the terminal is not connected to the cash register system and works independently (in standalone mode).

  • You can disconnect the terminal from the POS system, for example, if you need to take the terminal outside the branch (without the POS) or in case of a technical issue when you need to urgently work with the terminal.

Active/Inactive Pinpad (for N5 Fix Terminals Only)

N5 Fix terminals support the use of a pinpad.

By clicking the Edit button (pencil icon) in the Actions column, you can enable or disable the connection between the pinpad and the terminal in the Settings of terminal.

• Active pinpad: payments can only be processed via the pinpad.

  

• Inactive pinpad: payments can only be processed directly on the terminal.
  

If you disconnect the pinpad cable from the terminal without first setting the pinpad to Inactive in the Client Portal, the terminal itself will not accept transactions.

Tipping

By clicking the Edit button (pencil icon), you can adjust the tipping settings (for terminals without a cash register system or if supported by the cash register system).

Settings for refunds via API

By clicking the Edit button (pencil icon), you can authorize IP addresses for refunds via API.

Contacts

Company

This tab contains your company details – company ID, VAT number, registered address, correspondence address, and the applicable price list. If any of these details change, please contact customer support to request an update.

Contact Persons

This tab lists the contact person for your company, along with their phone number and email address. If any of these details change, please contact customer support to request an update.

Comgate Contacts

This tab contains contact information for Comgate.