Is using NICEPAY Payment Services consider safe?

NICEPAY is one of the Payment Services that has the latest security standards and fraud prevention systems. We also implement many fraud detection prevention detection techniques supported by the FDS (Fraud detection system) and Risk Management team to ensure the security and convenience of transactions through NICEPAY.

To what extent does NICEPAY maintain customer information security?

As a payment service provider, NICEPAY has level 1 PCI DSS (Payment Card Industry – Data Security Standard) information security certification, which is the highest level of data security standards for customer information, cardholders both credit cards, ATMs, debit and e-money. This certification proves that NICEPAY is committed and adheres to the card processing ecosystem security standard and includes the devices therein

I experienced fraud from someone or someone through a transaction using NICEPAY, how do I report it?

If you feel you are being subjected to fraud through an intermediary transaction using NICEPAY, please report the transaction via email cs@nicepay.co.id as soon as possible, including:

• Transaction data (name, email, location address, number of transactions, telephone number)
• Proof of transaction (payment receipt, invoice, etc.)
• Reporting complaints to banks or related agencies
• Letter of Police report

What if the merchant discovers or receives fraudulent reporting?

Here are the ways that might be useful to do on the merchant’s side:

• Be sure to analyze transactions in as much detail as possible from the user’s information, user behavior, type of purchase item, type of payment used, transaction history and others
• If there is a possibility of leading to fraudulent transactions, block user accounts immediately to avoid repeating transactions. If it is still possible, we can hold the process of shipment of items to the destination address
• Enter into a blacklist / Blacklist is like Username, Email ID, Credit card number, device ID and others
• For security reasons, do not provide confidential information to outside parties without a written order, for example: Police letter or authorized agency
• Perform technical and non-technical improvements and close the gaps that can be infiltrated by fraudsters as targets of crime
• Always open to working with related parties, for example, Payment gateway (NICEPAY) Banks, regulators, and others to be able to exchange general information about the latest fraud acts that generally occur in the same industry

What needs to be done if there is a dispute from customer/banks?

Claims or commonly known as the dispute is a common thing that happens in online transactions using a credit card. This happens because online transactions are carried out without any physical verification activities to see the authenticity of the credit card. So that the Bank provides an opportunity to carry out a mediation process between the card owner and the merchant to prove whether the two parties have carried out the trading activities properly. Therefore, if the merchant gets a refutation report, the following steps need to be taken:

• Provide detailed transaction information as possible, for example user information, home address, billing address, shipping details, invoices and others
• If necessary, can send in the form of image files to strengthen the document
• Includes TNC, disclaimer or merchant terms with the customer
• Prove that the merchant has used additional security protection such as 3DS facility, OTP (on time password), and others

What happens if the disputes become a chargeback and what costs will be borne?

A chargeback occurs if the principal where the Visa or Mastercard states all documents provided by the merchant cannot support the rebuttal made by the cardholder. If there is a chargeback, the merchant must pay or return the disputed transaction amount to the credit cardholder. But in this case, there are no other additional costs charged by NICEPAY to the merchant.

How is the refund flow at NICEPAY?

For the type of merchant facilitator where the merchant is legally connected directly to the bank and receives settlement funds directly from the bank, then if there is a chargeback in general the funds will be deducted automatically by the bank. But for the type of merchant aggregator where the merchant ID is registered through NICEPAY, the NICEPAY team will provide notification to be deducted from the merchant’s funds under the agreement agreed by both parties.