Create Payments FAQs

Create Payments is Create's very own secure payment gateway provider, powered by Worldpay, the UK's leading payment provider.

We've compiled a list of frequently asked questions with regards to Create Payments below:

What is Create Payments?

Create Payments is a fully integrated payment gateway for processing card payments through your shop. Create Payments offers users complete management over their checkout including the ability to view transaction volume, sales and total revenue generated through our tailor-made reporting system.

Processing payments and orders could not be easier with exclusive control over transaction information and refunding.
Visit our website or read all about the gateway in our HelpCentre guide "What Is Create Payments" for more details.

 

Is there a set up fee?

There is no set up or joining fee with Create Payments!

Are there any additional costs?

Joining Create Payments is free of charge, however you will be required to assert your PCI DSS compliance as required by law, and any service you choose to use to help you with this may incur cost. Worldpay offer a service, "SaferPayments", to assist with this and ensure that you have a mechanism to validate your PCI compliance. SaferPayments has a low cost annual fee of £29.99. For more information on PCI compliance with Create Payments please see our help guide.

Can I apply for Create payments?

Currently, Create payments is available to UK businesses only. If your business is UK based, you are eligible to use this gateway.

The currencies in which you are able to accept through this gateway are out of a choice of 140 of which you can have up to 5. For further information on accepted currencies please see below.

Unfortunately, if your business is outside of the UK, you will not be eligible for Create Payments at this time. For further payment gateway options with Create please see our Eccomerce Payments page. 

What are the transaction fees?

Transactions are charged at a fixed 2.4% on individual payments with no set or monthly fee. 

How long does approval take?

Approval can take anywhere from 24 hours to a week. If additional information is required, you will be contacted directly by Worldpay, our partner gateway providers, who may need some extra information from you in order to process your application successfully. Please do keep an eye out for emails from Worldpay and action on these to ensure your application goes through as quickly as possible. The sender email may look similar to "onlineapplications@worldpay.com" or "RSC_EcommBoardGhead@worldpay.com".

 

Is there a contract?

Yes, your contract with Create Payments begins once you have been approved. However you are free to cancel this at any time.

Click to read the terms of the agreement.

What cards are accepted through Create Payments?

Create Payments accept the following credit and debit cards:

  • Visa
  • Visa Debit
  • Visa Electron
  • Maestro
  • Mastercard
  • American Express

Do I need shared SSL?

For those with SSL enabled, Create Payments will integrate directly into the checkout and offer an enhanced experienced for your customers. For accounts without SSL enabled, customer payments will be taken through a separate window.

Shared SSL is not required to use Create Payments, for more details see our HelpCentre guide "How To Use SSL With Create Payments".

 

What currencies can I accept payments in?

The 'acceptance' currencies are the currencies in which your customer can pay in on your website. This can be different from the 'settlement' currency which is the currency in which we will pay you.

Create Payments allows you to add up to 5 acceptance currencies for every settlement currency out of a list of over 140 currencies.

At time of Activation we will enable GBP, EUR and USD for you by default. Once you have submitted your application form and have confirmation that your account is live, you will be able to add additional acceptance and settlement currencies by going here (requires you to be logged in with Worldpay).

Can I have multiple gateways set up at the same time?

Yes! To give your customers more choice of payment, you can add a second and third payment gateway to your shop depending on your package type.

See our package comparison page for more details.

 

How long will it take for me to receive the funds?

You will receive the settled amount from transactions around twice a week. These will be the transaction amounts minus the applicable 2.4% transaction fees. Once the status of an order is SETTLED, this amount will either be transferred to your bank account within the next five days, or the amount has already been transferred to your bank account. For more information on settlements please see our HelpCentre guide "Receiving Settlements Through Create Payments".

Can I refund an order with Create Payments?

Yes. You are able to both fully and partially refund orders placed using your Create Payments gateway. For further information on how this works please take read "How To Issue A Refund With Create Payments" over in the HelpCentre.

 

What do the different transaction statuses mean?

SUCCESS

Status SUCCESS means that the customer's financial institution has successfully processed the payment and the money will be transferred to your Create Payments.

FAILED

Status FAILED means the customer's financial institution refused to authorise the payment. Possible reasons for refusal are: an exceeded credit limit, an incorrect expiry date, insufficient balance, or many others depending on the selected payment method.

REFUNDED

A payment obtains the status REFUNDED once the customer's financial institution has processed the refund and the amount has been transferred to the cardholder's account. The amount will be deducted from the next total amount to be paid out to you.

SETTLED

A payment with the status SETTLED is ready to be paid out. This amount will either transferred to your bank account within the next five days, or the amount has already been transferred to your bank account.

CHARGE_BACK

The status CHARGED_BACK means the cardholder reversed a payment processed by their bank or credit card company. For instance, the cardholder contacts his credit card company and denies having made the transaction. The credit card company then revokes the already captured payment. Please note the legal difference between shopper who ordered the goods and cardholder who owns the credit card and ends up paying for the order.

In general charge backs only occur incidentally. When they do, contacting the shopper can often solve the situation. Occasionally it is an indication of credit card fraud.

Create is not always informed in advance about pending charge backs and therefore cannot always inform it's merchants in an earlier stage. However, if the financial institution notifies Create first of an upcoming charge back by means of an Information Request, you have the possibility to challenge the charge back (see sections INFORMATION_REQUESTED and INFORMATION_SUPPLIED).

CHARGEBACK_REVERSED

Occasionally, an unsolicited financial transaction may occur, for instance when a second charge back for the same order arrives from the financial institution. To prevent an erroneous unbalance on your account as a result of such an incorrect transaction, Create Payments creates a counter transaction where the payment status is set to

INFORMATION_REQUESTED & INFORMATION_SUPPLIED

Charge backs arrive in one of two forms: with or without prior notice by the financial institution. This prior notice is called an Information Request. When Worldpay receives an Information Request for a payment, the system automatically sends you a Card Dispute notification by email. The status of the payment is changed to INFORMATION_REQUESTED. You will then be able to provided information via email, at which point the status will change to INFORMATION_SUPPLIED.

Got a question? Not a problem, simply contact your Account Manager who is on hand to help at any time.

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