Overview


As part of the second Payment Services Directive (PSD2), new requirements for authenticating online payments were introduced. It includes the requirement known as Strong Customer Authentication (SCA). With SCA, there is an additional and mandatory step before authorisation and capture: authentication. This step helps protect customers by preventing fraud and making online and contactless offline payments more secure.


These are mandated to be enforced as part of the security changes and will be implemented in our payment service system on June 21, 2022.


We make use of a global leader in credit card processing in Stripe, which ensures we uphold the strictest of PCI-DSS standards globally. Visit this link for more information about the new updates: https://stripe.com/en-au/guides/strong-customer-authentication#introduction 


The new payment system service covers the following:

  • New payment methods

  • Processing and Display of Charges and Refunds


There is a transition period of about three months, with the final date to be confirmed, for cards to naturally be transitioned from the existing service to the new payment service. Users that have not re-entered their credit card can still proceed to make bookings. There will be communication at around the end of July, start of August to those users who have not yet made a change to their credit card to take action in the coming weeks.


On the final transition date, any cards that have not been processed to the new method will have their card removed from their profile and the next time a booking is requested using the card payment method, a card will need to be entered.


All cards being added for existing or new profiles will be processed via the new service. Those that have not been through the new service will display a message in the operations portal in the user's profile as well as the booking request confirmation as shown below.


Hovering over the alert icon the message displays



During the booking process the message below will be displayed, it will not stop the booking from proceeding. After the booking has been created going back to update the user profile is the recommended process to follow.



What Should I do in the Operations Portal


Operations portal agents can take the action to explain they wish to update their credit card in the system with the latest security feature and as we don't store the credit card would need to confirm the details with the user and potentially explain in more detail why. 


The user's profile should be updated with the appropriate credit card by adding a new record. Then existing card record should be removed. See the tutorial below for details of how to complete this. 


Click on the square to expand to full screen for better viewing.


10 STEPS

15 STEPS

1. To check user's payment sources, Open Operations Portal and click Users from the Dashboard.

Step 1 image

2. Users can also be accessed on the side-menu from the homepage.

Step 2 image

3. In Users page, search for the User.

Step 3 image

4. Click on Information icon of the user you want to view information.

Step 4 image

5. User's information will then appear. Click on Viewing dropdown selection.

Step 5 image

6. Select Payment Sources

Step 6 image

7. List of User's Payment Sources will be displayed. There will be an alert that the currently displayed user's card(s) are using the old way and prompt that it needs to be deleted and/or re-added. You can notice the Payment type is card

Step 7 image

8. Old card can still be used for booking rides, refund charges and trip credit until such given time.

Step 8 image

9. To delete the existing old card. Click on Trash bin icon

Step 9 image

10. Successful message will appear.

Step 10 image

11. To add the existing card back in. Click on Add Payment Option button.

Step 11 image

12. Key in Credit Card details.

Step 12 image

13. Click Add Payment Option

Step 13 image

14. Successful message will appear.

Step 14 image

15. Card is already added with stripe as Payment Type and was set to Default.

Step 15 image

17 STEPS

1. Click anywhere to start the tutorial.
You may use the magnifying glass icon to zoom in/out.

Step 1 image

2. To check user's payment sources, Open Operations Portal and click Users from the Dashboard.

Step 2 image

3. Users can also be accessed on the side-menu from the homepage.

Step 3 image

4. In Users page, search for the User.

Step 4 image

5. Click on Information icon of the user you want to view information.

Step 5 image

6. User's information will then appear. Click on Viewing dropdown selection.

Step 6 image

7. Select Payment Sources

Step 7 image

8. List of User's Payment Sources will be displayed. There's an alert if the currently displayed user's card(s) are using the old way and prompt that it needs to be deleted and/or re-added.

You can also notice that the Payment type is card

Step 8 image

9. Old card can still be used for booking rides, refund charges and trip credit until such given time.

Alert also display upon booking.

Step 9 image

10. To delete the existing old card. Click on Trash bin icon

Step 10 image

11. Card is successfully deleted.

Step 11 image

12. To add the existing card back in. Click on Add Payment Option button.

Step 12 image

13. Key in Credit Card details.

Step 13 image

14. Click on Add Payment Option button.

Step 14 image

15. Card is successfully added.

Step 15 image

16. Card has stripe as Payment Type and was set to Default.

Th alert message no longer display.

Step 16 image

17. Re-added card can be used for booking and the alert message no longer display as well.

Step 17 image

Here's an interactive tutorial

** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/1974266/Operations-Portal---Payment-Service-Update

 



 If you have questions or inquiries regarding this please contact us at [email protected]