FAQ

Want to learn more about our integration options? Where to find resources? How to get in touch? The answers to these and more are available below.

Quest Payment Gateway

  • Does the Clearent’s Quest Payment Gateway accept debit card transactions?

    No. Clearent’s Quest(TM) Payment Gateway does not accept PIN Debit transactions.

    Quest(TM) Payment Gateway was built before the Durbin Amendment passed. After it was passed, the interchange rates for debit transactions were no longer effected by PIN entry. Therefore, there is no longer a cost-benefit to entering a PIN.

    Additionally, the PIN block is another point of security on a payment device that may require more frequent hardware updates. Therefore, Clearent does not offer PIN acceptance. PIN should not be confused with CHIP and PIN. Quest(TM) Payment Gateway fully supports PIN as the verification method for chip cards. We process all debit cards through the credit rails.

  • What is the difference between a refund, a void refund, a matched refund, and an unmatched refund?

    Refunded transactions always appears on customer’s bank statement because the sale settles through the customer’s account before the refund is processed. A void refund is a transaction that has been canceled by a merchant before it settles through a customer’s debit or credit card account. Void refunds do not appear on a customer’s statement and can only be done for the full amount. Void refunds incur more favorable interchange rates than standard refunds.

    Matched refunds can be matched with a previously processed sale, whereas an unmatched refund cannot. You can run matched and unmatched refunds on both open and closed batches. You can only run void refunds on open batches.

    If you want to run a refund on a transaction in a closed batch, you need to look it up via the transaction ID to do a matched refund. You may refund any amount up to the original amount. If you don’t know the original transaction ID, you will need to do an unmatched refund. You may do an unmatched refund for any amount up to the original amount.

  • How do I securely store an API Key?

    Clearent’s API keys must be stored securely.

    We suggest integrators store them in a secure database with limited access. They can also be securely stored within protected files at a merchant site.

    Please also note:

    • API calls must come from the integrator’s application to Clearent’s servers.
    • API keys cannot be used from a browser. Calls from a browser will be rejected.
    • API keys should never be included on a web page or displayed in clear text.
  • How do I create error response codes for testing?

    You can test specific response codes with a test transaction using a test card and predetermined transaction amounts.

Payment Terminals

  • What is the manager password on a Dejavoo device?

    1234

  • What is the password on a PAX device?

    Today’s date (MM/DD/YYYY)

Hosted Payments

  • Why is the error message so generic: “We are unable to process your payment. Please verify your card details and try again or contact us to complete you order”?

    This generic message is intended for card owners. We never want to tell a client-facing application why the transaction failed, because hackers can use that information to test stolen cards.