In this article we wanted to cover some of the most common questions that we get asked about Worldline (formally known as Bambora).  There is also an extensive online FAQ provided from Worldline, which is available via this link: 

 

FAQ | Worldline (bambora.com)

 

 

They send payments, received from your customers, in batches, not per transaction. 

 

The EFT/Direct bank transactions are in batches. Some of our brokerage clients are also using Worldline as their credit card processing Gateway. As such, credit card transactions can be found in this portal too.

 

 

Yes. For broker users that have access to the Worldline portal, you can see the batches by following these steps:

 

After logging into the Worldline portal.

From the left hand side menu, select Processing.

Batch Processing, shown here:

 

 

In the example above, we have highlighted the Batch ID - 10000377, and the file name is shown next to it.  

Double click on the file name and the batch file will open up showing the payments that are hitting your bank account. Debits and credits are noted in the report, C referring to refunds. 

 

 

You can also use:

Reporting / Analysis, then ebp batch report to see an overview of all the batch payments, including the number of transactions and the total, like here:

 

 

 

The added benefit of this view is that you can easily see the totals for each batch and the number of transactions in a batch.

 

It also provides a “EFT Returned Item Detail” section which summarizes all the failed payments (all categorized as “NSF”). All are categorized as “NSF”, but some may be due to disputes rather than “NSF”. Worldline does not provide more detailed reason codes other than “NSF”.

 

It also provides a “EFT Rejected Item Detail” section. These are the transactions where incorrect bank information has been used and consequently the transactions failed.

 

 

 

Payments generally 5 to 7 days.

Refunds from immediate to 7 days.

 

You can view when the payment was ACTUALLY collected from the customer, using the Transaction and Payments report.  Go to the Payments page, where there is a column/slicer which shows Actual Payment Date.  This is the date it was cleared. (Note that the “actual payment date”  shows payment dates on weekends and holidays, that MAY differ).

 

 

Worldline will display the payment as successful, followed by it showing as failed.  So the amount could be deposited by Worldline, then pulled back once the payment failure is confirmed.  These two transactions will reference a batch ID, so it is clear on dates for you.

This scenario could be due to NSF or the customers’ bank flagged the transaction as potentially fraudulent and consequently blocks it (they likely text the customer for confirmation first, but then block it once receiving the confirmation from the customer or not hearing back at all). The customer may also manually contact their bank to block the transaction.  

 

There is a workflow available to deal with this, by using the Dispute Payment feature in bond. Here is the article to assist with that: Disputed payments.

 

 

Yes, the Batch IDs will show in the Payments page of the Transactions and Payments report.  You will also be able to slice by batch ID so that you can see all the transactions that are included in said batch.  

 

If you are using Valet Finance, you need to exclude these policies when doing any drilling on Batch as policies financed by Valet will have Valet’s batch numbers. There is a slicer to exclude Valet financed policies.

 

 

No. The detail in the Worldline portal IS updated in real time, so use that to see the most up to date transactions and position with customers payments. However, the data is updated in the Nude Platform usually the next day or soon after.  Example, you might see a transaction has declined today, bond will not show this decline until tomorrow. 

 

 

• Emails are sent when EFT batches are submitted. (Settings can be customized to adjust which emails the brokerage receives within the portal).
• Emails are sent when EFT batches are uploaded. (Settings can be customized to adjust which emails the brokerage receives within the portal).
• Email notifications are provided when an EFT transaction fails. (These are sent between 3AM and 4AM. As such Bond will not be updated until the following day. Your bank account will typically have the funds pulled back by Worldline the next business day after the EFT notification is received).
  • The notification will show that the bank details used were incorrect or the transaction is “NSF”. “NSF” is essentially a catch all. Manual disputes will also show up as “NSF”.
    • If the transaction really was NSF, the Bond module will show that the transaction failed.
    • If the transaction was manually disputed by the customer, the transaction will show as paid. It then manually needs to be changed to “disputed”. 

 

 

• Email notifications are provided when a credit card transaction fails. The fail reason codes are generated by Chase. The majority of these fails relate to NSF or incorrect card details. These emails are provided between 8PM and 9PM. Reason code “Auth Declined” means NSF.

 

 

 

Processing section:

Web terminal:

• You can use this terminal to manually process payments. This is not common as the Nude platform provides automation of this understand most scenarios.

Batching Processing:

• Lists all the EFT batches.
• Batches are clickable.
• Batch report is not exportable, however this can be done via the insights module.

 

Reporting / Analysis 

Summary report:

• You can use this to generate daily or monthly reports.
• Transactions are not clickable.
• You can see both EFT and CC transactions.

Transaction report:

• Shows only Credit card transactions.
• Those transactions are clickable.
• You can see the last 4 digits of the CC and the fail reason code.

EBP batch report:

• Quick summary of the EFT batches.
• Can be useful to see the EFT return and rejected reason codes.
• This information is sent to the Nude platform and will update shortly after, but you can see the result here first, in real time.
• Report not clickable.

Statements:

• The monthly statement is provided here.
• Usually available on the 1st or 2nd of each month. Your bank account is billed on the 15th.

 

 

Example Monthly Invoice