Batch Advantage

User Guide

Merchant Business Solutions

Help Desk 1800 029 749

Version: 9.0
Issue date: 28 October 2008
Westpac Banking Corporation ABN 33 007 457 141

Contents
Batch Advantage

1 Introduction
1.1 Your Obligations When Using This Facility
1.2 Online Help

3
3
3

2 Using the Batch Advantage Facility

2.1 Signing In for the First Time
2.2 Manage Users
2.3 Setting Your Preferences
2.4 Merchant Details
2.5 Download Guides & Supporting Documents

4
4
5
9
10
11

3 Batch Files
3.1 Uploading Your Batch Files
3.2 Creating a Batch Online
3.3 Confirming a Batch File
3.4 Batch Summary Report
3.5 Transaction Reports
3.6 Edit or Delete a Transaction
3.7 Edit or Delete a Batch
3.8 Recent Uploads
3.9 Unsent Batches
3.10 Scheduled Batches
3.11 Processed Batches
3.12 Create a Copy of a Processed Batch

12
12
12
13
14
16
17
18
18
19
19
20
21

4 Ad-hoc Transactions
4.1 Creating an Ad-hoc Transaction
4.2 Transaction Search
4.3 Refund a Transaction

22
22
23
24

5 Settlement Report

26

6 Reprocessing Declined Transactions

6.1 Setting Reprocessing Options
6.2 Manual Reprocessing
6.3 Viewing Reprocessing Reports

28
28
28
29

7 Updating Your Information

7.1 Update Your Details
7.2 Change Password

31
31
31

8 Signing Out

32

9 Security & Browser Settings

33

10 Authorisation Response Codes

35

2 Batch Advantage User Guide

1 Introduction
Westpacs Batch Advantage is a secure web based solution that enables you to process mail
order, telephone order (MOTO) and/or periodic payments. All transactions are authorised and
can either be submitted via a batch file or as individual transactions. Visa, MasterCard,
American Express and Diners Club cards are supported.
Qvalent, a fully owned subsidiary of Westpac Banking Corporation, has developed and hosts the
Batch Advantage website.
This guide outlines the features of Batch Advantage and provides step by step examples of how
to use those features.

1.1

Your Obligations When Using This Facility

We recommend that you read the website terms & conditions before you enter the website.
In line with the Merchant Terms & Conditions, you should ensure you do not attempt to process
transactions where the recurring authority has been cancelled or the transaction is duplicated.
You should save the batch file in a secure environment in your PC or server and with appropriate
security e.g. password protected. You should also ensure the file is not saved in a location
where any internet accessible files are stored. This would help minimise any compromise of the
card details that are stored on your PC or server.
For periodic payments, we recommend that you should use the copy batch feature online to
process those payments as required.
The merchant is responsible for any employee fraud and so the maintenance of users in your
organisation is the responsibility of the merchant. If users leave the employment of the
merchant, the merchant must ensure the user is disabled in the Batch Advantage website
immediately.

1.2

Online Help

When you are using the website, you can get help at any time on each page.
To view the online help click on Help.

Batch Advantage User Guide 3

2 Using the Batch Advantage Facility

After you are approved for the Batch Advantage facility, you will be provided with a primary login
name and temporary password to enable you to access the Batch Advantage website. This
primary username and password will have User Administrator access to the website. The User
Administrator access should be provided to a senior member of your organisation. Remember
that additional logins with different levels of access can be created by the User Administrator. If
the User Administrator loses their password, they should call the Merchant Business Solutions
Help Desk on 1800 029 749 (8.30am 5pm, Monday to Friday). All other users should contact
their User Administrator to reset their passwords.

2.1

Signing In for the First Time

On your first login you will be required to change your password. To login and change your
password, you must do the following:
1. Enter the following URL into your browser: www.batchadvantage.qvalent.com
2. The Batch Advantage Sign In page will appear as below

3. Enter your login name and temporary password.

4. Check the details are correct and press Sign in.

5. Enter your current temporary password

4 Batch Advantage User Guide

6. Enter your new password (should be at least 8 alphanumeric characters long eg.
secretword12)
7. Re-enter your new password to confirm.
8. Press Submit

Password Reminder:

You should change your password regularly.

Password should be at least 8 alphanumeric characters.

You should not use a password that can easily associated with you (e.g. containing your
business name, your date of birth, telephone number, driver licence number, names of
family members etc) or one that was previously used.

2.2

Manage Users

User Administrators can create new users or edit and delete existing users. They will also need
to reset the passwords of other users in the organisation. If the User Administrator is the only
user in the company, we recommend that you should create a different user to submit
transactions and only use the User Administrator user to manage the other user. This way you
can reset the password at any time.

Creating New Users

The User Administrator can create new users with different roles. We recommend that you
create different users to perform specific tasks. A user can be assigned the following roles:

Batch Creator create & view batch files

Authorise Batches authorise batches submitted by other users if you have selected dual
authorisation (requires Batch Creator role)

Refund Processor refund transactions (requires Batch Creator or Ad-hoc Transaction

Processor role)

Ad-hoc Transaction Processor create & view ad-hoc transactions

User Administrator manage users

To create a new user, you should follow these steps:

1. Click Administration on the left navigation menu.
2. Click Manage Users on the left navigation menu.
3. Click Create New User on the Manage Users screen.

Batch Advantage User Guide 5

4. Choose a login name for the user which is at least 6 characters long. The login name could
be users first name and surname e.g. johnsmith.
5. Enter the users full name and date of birth.
6. Enter the phone, fax & mobile numbers.
7. Enter their email address.
8. Assign the roles to the user.
Note: You should select at least select Batch Creator or Ad-hoc Transaction processor. You
cannot select Authorise Batches or Refund Processor without selecting Batch Creator or Ad-hoc
Transaction Processor.
9. Enter your own password and press Save.
10. A temporary password is generated for the new user.
11. Provide the login name and temporary password to the user.
Note: For security reasons, we recommend that you should not provide the login name and
temporary password to the user via email. You should instead provide it in person or over the
phone.

6 Batch Advantage User Guide

Edit or Disable an Existing User

To edit an existing user, use the following steps:
1. Press Edit on the Manage Users screen.
2. Change the details you need to change on the screen below
3. Enter your own password and press Save

To delete or disable an existing user, use the following steps:

1. Press Edit on the Manage Users screen.
2. Click on the Disable button.
3. Enter your own password and press Save.

Batch Advantage User Guide 7

Resetting a User Password

Users will need to contact their User Administrator to reset their password if they are locked out
of the system.
Note: Users should not contact the Merchant Business Solutions helpdesk for password resets
as they will be referred back to their user administrator.
A User Administrator can reset a users password through the following steps:
1. On the Manage Users screen, select the user and press Reset Password.

2. Enter your own password and press Reset Password.

3. Provide the user their temporary password.

8 Batch Advantage User Guide

2.3

Setting Your Preferences

A User Administrator can set preferences for your facility as follows:

1. Click Administration on the left navigation menu.
2. Click Set Preferences on the left navigation menu.
3. Update the preferences on the page.
4. Press Save
The online help contains information about each of the preference settings to help you choose
which option is most applicable for you.

Upload Option
There are two upload options available. The Wizard option allows your users to edit the batch
after it has been uploaded and create new batches through the web site. The Express option
does not give your users these abilities. If your batch files are generated by a computer system,
you should choose the Express option.

Batch Advantage User Guide 9

Upload File Format

You should select the file format that best suits you. The accepted file formats are:

Merchant Transmission Service (MTS) if you previously used the Westpac MTS solution.

Other Batch Format 1 if you currently use a batch solution from another financial
institution.

Excel template if you will be using the Westpac Excel template.

Auto-Detect From Uploaded File if you use more than one file format.

Dual Authorisation
Batch Advantage allows you to select whether your company requires dual authorisation for
processing of batches. If you check the Dual Authorisation box, each batch must be submitted
by two separate users before it will be processed. Otherwise, users may submit batches for
processing without approval from anyone else. Enable Dual Authorisation if your company's
internal processes require this feature.

2.4

Merchant Details

If you have multiple merchant IDs, we recommend that you add a description for each merchant
ID to help you easily differentiate the different merchant facilities. A User Administrator can add
a description for each merchant ID as follows:
1. Click Administration on the left navigation menu.
2. Click Merchants on the left navigation menu.
3. Enter a description against each merchant ID.
4. Press Save.

American Express or Diners Merchant Facility

If you want to process American Express or Diners cards through Batch Advantage, you will
need to register the American Express or Diners facility to each Westpac merchant facility.
To add American Express or Diners facility, you need to:
1. Click the Register to accept Amex or Diners through Batch Advantage link.
2. Enter the 10 digit American Express or Diners merchant ID and press Continue.
3. Tick all the boxes if you accept the registration pre-requisites and press Submit.

10 Batch Advantage User Guide

You will then receive an email confirming your registration. Within 5 business days you will
receive another email to confirm when you can start processing American Express or Diners
card transactions.

2.5

Download Guides & Supporting Documents

You can use this screen below to download this user guide, the Excel batch template and other
supporting documents that are available from time to time.

Batch Advantage User Guide 11

3 Batch Files
The Batch Advantage batch module allows you to create batch files through another application
(eg. accounting software or Excel template) or you can create batch files online.

3.1

Uploading Your Batch Files

You can upload files using the following steps:

1. Save your batch file with a name you can easily remember.
2. Enter your login name and password to enter the website.
3. Click Upload File on the left navigation menu.
4. Click Browse to search for your file, click on the file name and press Open.
5. Press Upload File to upload the file.

6. Press Refresh on the next screen after a short while to see the status of the file. The time
taken to upload the file depends on the size of the file.
If there were no errors in the file, you will be asked to confirm that you now want the file to be
processed. Refer to Section 3.3 to see how you can confirm a file. If there were errors, you will
need to correct the errors before you can submit the file.
Note: Ensure you have the right upload file format set in Set Preferences before you upload the
file.

3.2

Creating a Batch Online

You can create batch files on the website as follows:

1. Click New Batch on the left navigation menu.
2. Enter a batch name, select a merchant ID and value date and press Save.

12 Batch Advantage User Guide

3. Press Add New Transaction to create new transactions.

4. Enter transaction details for the new transaction.

5. Press Save to add the transaction to the batch.
6. Press Add New Transaction if you want to add another transaction.

7. If you want to submit the batch, press Submit.

3.3

Confirming a Batch File

After you submit your batch file, you will need to confirm the processing of the file. Your
confirmation is your acknowledgment that you want the file to be processed.
Press Confirm to process the file.

Batch Advantage User Guide 13

Once the file is confirmed, the following page will appear:

The status will appear as Processing when the file is processing. Press Refresh to view the
updated status of the file. The status will change to Processed when processing has been
completed and the summary report will be displayed.

3.4

Batch Summary Report

The Batch Summary Report will appear once the file has been processed. The report will show
the settlement value for this particular batch as well as the transaction reports you can
download. You can also view the declined transactions if there are any.

14 Batch Advantage User Guide

To view the declined transactions, press View Declined Transactions.

The Declined Transactions screen shows the declined transactions grouped by response code.
To view a list of declined transactions for a particular response code, click the response code.

Batch Advantage User Guide 15

3.5

Transaction Reports

You can download a number of different reports from the screen below. The following report
formats can be downloaded:

Summary report shows the settlement details for the batch.

Transaction report shows all transactions with their authorisation responses.

Declined Transaction report shows only declined transactions with their response codes.

MTS Rejects report shows the declined transactions in the MTS file format.

Other Batch Format 1 shows all transactions with their authorisation responses.

To download a report,
1. Select the report that you want to download.
2. Press Download.
3. Save the report in a secure location on your PC or server.
You will be required to enter your password before you can download the MTS Rejects report or
the Other Batch format 1 report. The password is required as both reports contain credit card
16 Batch Advantage User Guide

numbers. The MTS Rejects or Other Batch Format 1 reports can only be downloaded if either
file format or Auto-Detect was selected in Set Preferences.

3.6

Edit or Delete a Transaction

If you selected the Wizard file upload option in Set Preferences, you will be able to delete or
edit transactions in unsent batches.
To delete a transaction in a batch, select the transaction, press Delete and OK.

You can edit a transaction in a batch as follows:

1. Select the transaction that you want to edit.
2. Press Edit.

3. Change the transaction details that you want to change.

4. Press Save.
Batch Advantage User Guide 17

3.7

Edit or Delete a Batch

Unsent batches can be edited or deleted. To delete a batch, select the batch and then press
Delete and OK.

To edit a batch:
1. Select a batch from the batch list.
2. Press Edit.
3. Change the details that you want to change (Batch Name, Value Date or Merchant ID).
4. Press Save to just save the change or press Submit if you want to save and submit the
batch.

3.8

Recent Uploads

If you have recently uploaded a batch but have not submitted it, then you can find the batch by
clicking Recent Uploads on the left navigation menu. This page will show you the status of the
upload as well as the number of batches in the file. To view a file, either click on the file name or
select a file and then press View Details.

18 Batch Advantage User Guide

3.9

Unsent Batches

The Unsent Batches screen shows all the batches that were successfully uploaded or created
online but have not been submitted. This screen allows you to edit, delete or submit a batch.

3.10 Scheduled Batches

The Scheduled Batch feature allows you to select a future date on which the file will be
processed. This feature allows you to create and submit files before the processing date.
Scheduled batches will be processed after 3am on the value date.
If you are uploading a file, the date field in the file header should contain the future value date to
a maximum of 10 days. Refer to your file format specifications to see the location of the date
field.

Edit the value date for an uploaded file

If you are unable to change the value date in the file, you should change the value date by
editing the batch online before you submit it.
To change the current value date to a future date,
1. Upload the file (do not Confirm the file).
2. Go to Unsent Batches and select the file and press Edit.
3. Select the future value date using the date picker.
4. Save the change by pressing Save or press Submit to save and submit the batch.

Batch Advantage User Guide 19

Creating a future dated batch online

When you are creating a batch online, select a future date in the value date field to create a
scheduled batch.

Cancelling a Scheduled Batch

Scheduled batches must be cancelled before 3am on the value date or else they will be
processed. It is you responsibility to cancel a batch if you do not want it to be processed.
Cancelling a scheduled batch will return it to the list of unsent batches. From there it may be
edited before being submitted again or deleted permanently.

3.11 Processed Batches

Once a batch has been processed, it will appear on the Processed Batches screen. This
screen can also be used to view the details of a processed batch or download the transaction
report.

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3.12 Create a Copy of a Processed Batch

If you process periodic payments (e.g. membership fees), we recommend that you create copies
of processed batches online instead of storing the transactions on your PC or server. This will
not only save you the time you spend creating a new batch, it will ensure that you dont
compromise any card details in the event of an attack on your PC or server as you wont need
to store any card details after you create your first file.
To create a copy:
1. Go to Processed Batches and click on the name of the batch that you want to copy.
2. Press Create Copy to create a copy of the batch.

3. Press Create Copy (again on the next page) to confirm that you want to copy the file.

4. Change the name of the batch so you can easily differentiate the copy from the original
batch. For example, the new batch could be saved as June08fees for June 2008 fees.
5. Change the value date or merchant ID if required and then press Save.
6. Add New Transaction to the batch if required.
7. Edit or Delete an existing transaction in the batch if required.
8. Save the changes by pressing Save to just save the changes or press Submit to save the
change and submit the batch now.

Batch Advantage User Guide 21

4 Ad-hoc Transactions
The Ad-hoc transactions feature allows you to submit a single transaction at a time. When you
submit an ad-hoc transaction, you will get an immediate authorisation response.

4.1

Creating an Ad-hoc Transaction

You can submit ad-hoc transactions as follows:

1. Click on Ad-hoc Payment on the left navigation menu.
2. Select the merchant ID that you want to use to process the transaction (if you have multiple
merchant facilities).
3. Enter the details for the transaction (the Card Verification Number is optional).
4. Press Continue to review the transaction details.
Note: We highly recommend that you collect the Card Verification Number if you receive
telephone orders from your customers. You must never store the Card Verification Number.
You must not collect it for mail orders.

5. Press Confirm Transaction to make the payment.

Once the transaction is processed, you will see the results on the Ad-hoc Transaction Summary
page.
22 Batch Advantage User Guide

6. Press Process New Transaction to enter another ad-hoc transaction. Press Search For
Transactions to search for previously processed transactions. Press Print Receipt to view
a printable version of the transaction details.

4.2

Transaction Search

You can view the details of an individual ad-hoc or batch transaction as follows:
1. Select Search Transactions on the left navigation menu
2. Enter one of the following combinations:

Just the Transaction Date to find all transactions on a given day,

The Transaction Date and Reference to find a transaction by reference number on a

given day, or

Just the Card Number to find all transactions for a given card number.

3. Select the type of transaction(s) you are searching for:

Batch Transactions Only,

Ad-hoc Transactions Only, or

All Transactions

4. Press Search to view the transaction list

Batch Advantage User Guide 23

5. Select the transaction of interest and press View Details.

6. Alternatively, if you wish to export this list of transactions to a CSV file, press Export. You
can use this export facility to keep track of all your past Batch Advantage transactions.
Note: Only transactions that have occurred within the last 220 days will appear in the transaction
list.

4.3

Refund a Transaction

You can refund a batch or ad-hoc transaction up to the original amount. To refund a transaction,
1. Search for the transaction (see section 4.2 for more details).
2. Select the transaction that needs to be refunded and press Refund.
3. Enter a new reference number to identify the refund transaction.
4. Enter the amount you want to refund.
5. Press Continue.

24 Batch Advantage User Guide

6. Press Confirm Transaction to process the refund.

The result of the refund transaction will then appear.
7. Press Process New Transaction to enter a new ad-hoc transaction. Press Search For
Transactions to search for previously processed transactions. Press Print Receipt to view
a printable version of the refund transaction details.

Batch Advantage User Guide 25

5 Settlement Report
The Approved Value in the settlement report shows you the total value that will appear on your
bank statement. We recommend that you use this report to reconcile the value deposited into
your bank account.

To view the settlement report for a different settlement date, choose the date using the date
picker and then press Display.
Note: The settlement report shows all batch and ad-hoc transactions processed before the
settlement cut-off time. If a file was processed over two settlement dates, then you will need to
see the settlement report for both days to reconcile your settlement value.
You can see which batches and ad-hoc transactions contributed to your settlement value by
clicking on the name of the card scheme, or by selecting the settlement record and pressing
View Details.

26 Batch Advantage User Guide

This screen shows the batches and ad-hoc transactions that contributed to the selected
settlement value. You can view the details of a batch or group of ad-hoc transactions by
selecting it and pressing View Details.

Batch Advantage User Guide 27

6 Reprocessing Declined Transactions

If you purchased the Batch Advantage Plus product, you have the ability to reprocess your
declined batch transactions. This can greatly reduce the number of declined transactions you
have to manually follow up with your customers. You can configure either manual or automatic
reprocessing, depending on your business processes.
Only soft decline transactions will be reprocessed. These are transactions that received
response codes such as insufficient funds. Transactions that received response codes such as
expired card will not be reprocessed. Automatic reprocessing will occur after 4am on the
designated business day.

6.1

Setting Reprocessing Options

Reprocessing options can only be set by your facilitys User Administrator. To set your
reprocessing option:
1. Select Set Preferences from the left navigation menu.
2. Set the Batch Reprocessing Option to one of the following: No Reprocessing, Automatic
Reprocessing or Manual Reprocessing.
3. If you select Automatic Reprocessing, you must also select the number of business days
after which the transactions will be reprocessed. This value must be between 2 and 14.
Westpac recommends that you choose 4 business days as this has shown to give the best
balance between timeliness and approved transactions.
4. You can also choose a Default Report Type which will be pre-selected for you when you
view a Batch Summary Report. See section xxx for more information.

6.2

Manual Reprocessing

If you choose manual reprocessing, you must manually reprocess each batch file via the Batch
Advantage web interface as follows.
1. View the processed batch in question.
2. Press the Reprocess Declined Transactions button.

28 Batch Advantage User Guide

3. Enter the date you wish the transactions to be reprocessed. This date must be at least 2
business days after the original processing attempt.
4. Press Reprocess Declined Transactions.

6.3

Viewing Reprocessing Reports

Once a batch has been reprocessed, extra report types will be available from the Batch
Summary Report screen. The report types can be applied to any report format. These report
options are as follows:

Batch Advantage User Guide 29

1. Consolidated Batch this report lists the final result of transaction processing. For example,
if a transaction was declined in the first processing attempt, but approved in the second
processing attempt, this report will show that transaction as approved. Use this report to
see which customers have paid and which have not.
2. Original Batch Only this report type shows the results of the original processing attempt.
Not information about reprocessed transactions is included.
3. Reprocessed Batch Only this report type shows the results of the reprocessing attempt.
Only transactions that were reprocessed are included.

30 Batch Advantage User Guide

7 Updating Your Information

You can update your personal information and password using the Update Your Details and
Change Password screens.

7.1

Update Your Details

To update your personal details:

1. Select Update Your Details from the left navigation menu.
2. Update your personal details as necessary.
3. Press Save.

7.2

Change Password

You should change your password as soon as you believe it may be compromised.

To change your password:

1. Select Update Your Details from the left navigation menu.
2. Press Change Password.
3. Enter your current password.
Batch Advantage User Guide 31

4. Enter your new password.

5. Re-enter your new password.
6. Press Submit.

8 Signing Out
We recommend that you should sign out (log out) out of the system when you dont need to use
the system or are away for your PC. This will ensure that your user access is not used by
anyone else.
To sign out, press the Sign Out button on the left navigation menu. When you are ready to sign
in, press Sign In Again.

32 Batch Advantage User Guide

9 Security & Browser Settings

Compatible browsers
To use Batch Advantage and ensure the highest level of security, the following browser and
platform versions are recommended.

Internet Explorer
Mozilla Firefox

Win 2000

Win XP

Win XP (SP2)

6.00

6.00

7.00

1.5.0.2

1.5.0.2

2.00

Safari

Max OS X

2.00
2.00

We have tested many browser settings and the above versions are suggested to optimise your
online experience.
Please Note: Following the decision by AOL (the vendors of Netscape browsers) to cease
development and support of Netscape browsers, we no longer recommend or support the use of
these browsers to access Batch Advantage.
Non-compatible browsers: If you are not using one of the browser versions listed above, you
may wish to download the latest version.

Check you are connected to the legitimate Batch Advantage website

Every time you connect to Batch Advantage, the service sends your browser a piece of
information called a "digital certificate". This certificate securely identifies the site you are
connecting to, and is used to establish the encrypted session. This certificate has been digitally
signed" by Verisign, the most recognised issuer of digital certificates in the world. Most browser
software is written to automatically recognise any certificate signed by Verisign. You can view
the contents of the certificate when you are connected to the internet.
For Microsoft Internet Explorer, to view the details of the certificate double-click on the closed
padlock icon displayed on the status bar (IE6) or next to the address bar (IE7).
For Firefox:
1. Click on the closed padlock icon displayed on the status bar
2. Select Security and then press View.
When viewing the certificate ensure that:
1. It has been Issued to www.batchadvantage.qvalent.com
2. The Issued by section refers to Verisign.
3. Todays date is within the valid date range.
Each certificate also has a digital fingerprint which is essentially a string of numbers. Like any
fingerprint, it is unique. For security purposes it is updated annually when each digital certificate
is updated.

Confirm that your data is encrypted

When you sign into Batch Advantage, a secure session will be established between your
computer and the Bank. You will not be able to connect to the Batch Advantage sign in page
unless your browser connects with full 128-bit SSL encryption. You can confirm your Batch
Advantage session is encrypted by ensuring a symbol of a lock appears at the foot of the
browser.

Batch Advantage User Guide 33

Shared computers
A public (or shared) computer is any PC that can be used by someone other than you. For
example, a friend's computer, those at Internet cafes, libraries, schools, shopping centres,
hotels, airports, pubs, youth hostels and some workplaces where more than one person has
access to the same PC.
A public computer may not be as safe as a private computer. Possible risks include:

Increased viruses

Unauthorised software

Maximum security options not set

When using shared computers we recommend you follow these steps to help safeguard your
privacy:

Be conscious of your surroundings and ensure no-one is standing behind you looking over
your shoulder.

Sign out of Batch Advantage by clicking on the Sign Out button.

Close the browser by clicking on the 'X' icon, usually located at the top right hand side of the
screen.

Change your password at your earliest convenience.

If you are not sure about the security level of the public computer you are using, we recommend
you find a more secure PC.

34 Batch Advantage User Guide

10 Authorisation Response Codes

The following table provides a full list of response codes that may be received through your
Batch Advantage facility. In normal operation, the response codes you will receive will be a small
subset of the full list.
If you receive a reject, take the following steps to resolve the issue:
1. Read the error description. In many cases, the cause of the issue may be easily determined
from the error description e.g. 51 Not Sufficient Funds.
2. Double-check your transaction details. Before contacting the cardholder, check that you
have entered the correct details for the transaction.
3. Contact the cardholder. If a transaction has been rejected and you cannot determine the
reason, you should go back to the cardholder as the first point of contact. With the
cardholder, you may agree to retry the transaction, correct the card details or try alternative
card details. Most rejection codes are returned from the cardholders financial institution, so
the cardholder may need to contact the financial institution that issued the card to them to
understand why a transaction was rejected.
4. If you cannot resolve the reason for the rejection through the above means, contact us on
1800 029 749 and we will assist.
Code

Description

Approved or
Declined

00

Approved or completed successfully

Approved

01

Refer to card issuer

Declined

02

Refer to card issuers special conditions

Declined

03

Invalid merchant

Declined

04

Pick-up card

Declined

05

Do not honour

Declined

06

Error

Declined

07

Pick-up card, special condition

Declined

08

Honour with identification

Approved

09

Request in progress

Declined

10

Approved for partial amount

Approved

11

Approved VIP

Approved

12

Invalid transaction

Declined

13

Invalid amount

Declined

14

Invalid card number (no such number)

Declined

15

No such issuer

Declined

16

Approved, update Track 3

Approved

17

Customer cancellation

Declined

18

Customer dispute

Declined

19

Re-enter transaction

Declined
Batch Advantage User Guide 35

Code

Description

Approved or
Declined

20

Invalid response

Declined

21

No action taken

Declined

22

Suspected malfunction

Declined

23

Unacceptable transaction fee

Declined

24

File update not supported by receiver

Declined

25

Unable to locate record on file

Declined

26

Duplicate file update record, old record replaced

Declined

27

File update field edit error

Declined

28

File update file locked out

Declined

29

File update not successful, contact acquirer

Declined

30

Format error

Declined

31

Bank not supported by switch

Declined

32

Completed partially

Declined

33

Expired card

Declined

34

Suspected fraud

Declined

35

Card acceptor contact acquirer

Declined

36

Restricted card

Declined

37

Card acceptor call acquirer security

Declined

38

Allowable PIN tries exceeded

Declined

39

No credit account

Declined

40

Request function not supported

Declined

41

Lost card

Declined

42

No universal account

Declined

43

Stolen card, pick up

Declined

44

No investment account

Declined

51

Not sufficient funds

Declined

52

No cheque account

Declined

53

No savings account

Declined

54

Expired card

Declined

55

Incorrect PIN

Declined

56

No card record

Declined

57

Transaction not permitted to cardholder

Declined

58

Transaction not permitted to terminal

Declined

59

Suspected fraud

Declined

36 Batch Advantage User Guide

Code

Description

Approved or
Declined

60

Card acceptor contact acquirer

Declined

61

Exceeds withdrawal amount limits

Declined

62

Restricted card

Declined

63

Security violation

Declined

64

Original amount incorrect

Declined

65

Exceeds withdrawal frequency limit

Declined

66

Card acceptor call acquirers security department

Declined

67

Hard capture (requires that card be picked up at ATM)

Declined

68

Response received too late

Declined

75

Allowable number of PIN tries exceeded

Declined

90

Cutoff is in process (Switch ending a days business and starting the

next. The transaction can be sent again in a few minutes).

Declined

91

Issuer or switch is inoperative

Declined

92

Financial institution or intermediate network facility cannot be found

for routing

Declined

93

Transaction cannot be completed. Violation of law

Declined

94

Duplicate transmission

Declined

95

Reconcile error

Declined

96

System malfunction

Declined

97

Advises that reconciliation totals have been reset

Declined

98

MAC error

Declined

Q3

Payment Gateway Connection Error

Declined

Q4

Payment Gateway unavailable

Declined

QA

Invalid parameters

Declined

QD

Invalid Payment Amount - Payment amount less than

minimum/exceeds maximum allowed limit

Declined

QE

Internal Error

Declined

QQ

Invalid Credit Card / Invalid Credit Card Verification Number

Declined

Invalid Capture Order Number specified for Refund,

QV

Refund amount exceeds capture amount, or

Declined

Previous capture was not approved

QY

Card Type Not Accepted

Declined

QZ

Zero value transaction

Approved

Batch Advantage User Guide 37

Westpac Banking Corporation ABN 33 007 457 141

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