Old Solution: Technical Support FAQ

All major recognized credit cards are accepted: VISA, MasterCard, American Express, Diners, Discover, JCB and Sears.

As an integrator, you are responsible for integrating the merchant's shopping cart with the Desjardins Internet payment solution. Therefore it is strongly recommended that you have technical knowledge related to the creation and use of a shopping cart.

In particular, you will need to develop scripts and modules as well as a way to communicate with the Desjardins secure payment server. To do this, you must have very good knowledge of:

• XML;
• PHP, Classic ASP, ASP.NET, VB.NET, C#, Java, Perl;
• HTML;
• http.

• With redirection
  In this type of integration, the Desjardins Internet payment solution functions can be integrated simply, quickly, affordably and securely. 
• Without redirection
  This type of integration means that an online shopper will remain on your website for the entire purchase transaction. This option is normally chosen by very large companies or by those who have a very high transaction volume.

No. Currently, the Desjardins Internet payment solutions handle only one-time transactions. They do not offer the capability to process payments on a recurring basis.

Purchases are processed entirely in real time. As for preauthorizations and refunds, they are processed within about two minutes delay.

A secure multi-user private-access online administration tool is offered to all merchants who use the Desjardins Internet payment solutions. 

This tool, delivered in the form of a virtual terminal, contains both administrative and transactional functions. A 60-minute telephone training session is also offered to explain how to use the tool. 

• the programmer's technical expertise;
• the work already done on the merchant's website.

In general, it is possible to complete an integration within two to three weeks. It should be noted that integration of the shopping cart, which is the merchant's/integrator's responsibility, is not included in this time estimate. In fact, the Merchant and their integrator must already have integrated the shopping cart before starting the integration with Desjardins.

1. Transmission of your test environment codes (Desjardins)
2. Transmission of the self-evaluation grid (Desjardins)
3. Receipt of information, reading of the documentation (merchant/integrator)
4. Development of the payment portion (merchant/integrator)
5. Unit testing, error management, stress testing (merchant/integrator)
6. Self-evaluation using the certification grid (merchant/integrator)

* Repeat steps 4 to 6, as required, if not all of the points in the grid have yet been respected  (merchant/integrator)

7. Transmission of the completed self-evaluation grid to Desjardins (merchant/integrator)
8. First certification phase (Desjardins)
9. Transmission of the certification report (Desjardins)

* Repeat steps 4 to 7, as required, if not all of the points in the grid have yet been respected (merchant/integrator)

10. Request for transfer into production (Desjardins)
11. Transmission of production codes (Desjardins)
12. Implement production codes (merchant/integrator)

The information that appears on the Desjardins payment page involves certain display restrictions. If the length of the displayed information is not suitable for you, all you have to do is to contact customer service or develop your page template to display the desired information. It is better to verify this information when beginning the integration because it will be used once it goes into production.

You must supply the URL that points to the logo. Do not email the digital logo file to the integration team. The logo may be in .gif, .jpg or .png format. Even though there are no logo size or file size limits, it is strongly recommended to use a normal size because it could affect the appearance of the Desjardins secure payment page and its loading time.

When using the Desjardins test environment, you have access to all cards supported by the Desjardins Internet payment solutions. Once in production mode, only those card types that were specified by your merchant at account opening will appear and be functional.

It is possible that your SSL certificate is not supported.  We support VeriSign, Equifax, Thawte and Entrust certificates. Although certificates issued by other HCs may be functional, we cannot guarantee that they will operate properly. A request must be made by email to conduct compatibility tests on our development and production environments.

In this case, check that the communication ports used are either 80 or 443.

We suggest the development of a script and use of the virtual terminal (Desjardins online administration tool) for all situations that require a refund. 

• If the merchant uses a page template
  Certain elements of the template are not on a secure server.
• If the merchant is not using a page template
  A script or external element appears on the payment page between the merchant’s server and the Desjardins server, but it should not.

Please refer to the "Appendices" document for the lengths of all fields returned in the production environment.

Please contact the integration team to determine the possible causes.

Please contact the integration team to determine the possible causes.

Please contact the integration team to determine the possible causes.

• Verify that your payment script accesses the development server address: https://www.labdevtrx3.com/catch
• Verify that your networking allows direct access to the server via ports 80 and 443.
• Update certificates definition on the merchant server and specify the access path to ca-bundle.crt in the case of a Windows server. The following website contains the latest versions of CURL and LIBCURL including the latest up-to-date version of  ca-bundle: http://curl.haxx.se/

Please contact the integration team to determine the possible causes.

- Verify that your response file transmits the transaction acceptance within the required delay and in compliance with the required XML exchange. Otherwise you could obtain a WE12 error (Error saving the file on the merchant server) and an approved transaction would then be reserved.

- Ensure that your response file exists on your server, that is available and accessible at the defined URL and that the server access rights to it are correctly configured.

Note: Your server must be part of a closed development network that is inaccessible to the outside world. It must be externally accessible via port 80 or 443. Redirection of ports is not allowed.

Yes. The test server address will be given to you once your account opening request has been accepted.

• Desjardins strongly recommends that the integrator create two easily modifiable variables for the merchant key and for the URL address for sending your payment requests. Since these two variables will be modified when you go into production, it is important to create them in such a way that it will be easy to modify them.
• The integrator must design and integrate a way to manage any errors that may occur during the payment process. In other words, you must implement an error handling process for errors related to the business logic as well as errors generated by your shopping cart.
• Desjardins strongly recommends that the result of each transaction be stored in a database, so that your Web application has a transaction history.
• Desjardins recommends that the final status of a transaction only be recorded in the database after the final response has been received from the Desjardins server (step 7 for the solution with redirection or step 8 for the solution without redirection). If you record the transaction result after receiving the first response from Desjardins (step 4 for the solution without redirection or step 5 for the solution with redirection), and if the Desjardins payment server does not receive your acknowledgement, the payment server will reverse the transaction.
• Desjardins recommends that you validate your accepted transactions via your online administration module. You will receive training on this tool when you go into production. This module allows merchants to generate reports, perform transactions and search for transactions.  
• Desjardins suggests that online shoppers be offered the ability to resubmit an uncompleted transaction through the use of a link or a button on the page that displays the transaction record.

Contact the integration team who will provide you with a valid merchant key or a new key if it turns out that the first one has been corrupted.

At the start of your integration, the Desjardins integration team will provide you with a list of test card numbers.

It is possible to cancel or complete a preauthorization without re-entering the credit card number, provided that it is done within seven days of the original preauthorization, thanks to the automated Internet mode. By using the refund script, it is possible to perform a refund during the refund period (configurable to 30, 60 or 90 days) without re-entering the credit card number.

Ensure that you correctly increment (in the case of a sequential number) or otherwise update the value of the Trx_id  field for each transaction to ensure the uniqueness of the identifier. It is recommended to never include special characters in this field. 

A common error results from including a hyphen in the Trx_id field, which generates a WX03 error. However, it is permitted to use the underscore character (e.g. "Trx_01").

The amount tag should not include commas (“,”) or periods (“.”).

We recommend that integrators not use any special characters in building the trx_id. The common error stems from the use of a hyphen in the trx_id, which generates a WX03-type error.

Make sure to not use any special characters other than the underscore (“_”).

The Desjardins Internet payment solution allows for passing only a single parameter for each URL that must be returned to Desjardins. Only one parameter containing a maximum of 32 alphanumeric characters may be submitted for the "response", "success", "cancel" and "error" URL addresses.. If you wish to keep a trace of your session, we recommend the use of the trx_id field as identifier instead of trying to pass your session identifier through the URL.

Ensure that you correctly increment (in the case of a sequential number) or otherwise update the value of the Trx_id  field for each transaction to ensure the uniqueness of the identifier. Check also that you are not using special characters.

• Ensure that you correctly increment (in the case of a sequential number) or otherwise update the value of the Trx_id  field for each transaction to ensure the uniqueness of the identifier. A timeout normally happens when a communication problem or script validation error occurs and when the communication delay with the server exceeds 25 seconds.
• Check that your script doesn't contain any tag errors and that all the tags are properly closed. Note: The order of XML attributes is important.
• Check CDATA to make sure that there is at least one character in the details and details_text CDATA.
• Ensure that you have encoded special characters in your scripts in HTML format (e.g., é = &eacute).
• When formatting the details_text tag, the use of <br> is permitted but it must be coded in uppercase: <BR>.

Make sure that you do not send SQL queries or perform other unnecessary programming processes in the transaction's critical path.

You must update the definition of ca-bundle on your server.

The following website has the latest version of CURL and LIBCURL, including the latest updated version of ca-bundle: http://curl.haxx.se/

For the solution with redirection, the merchant is not obligated to have an SSL certificate on their server to initiate secure communications. However, the merchant server’s recognized certificates definition must be up-to-date (ca-bundle.crt). It should be noted that in the case of customization with a payment page template, if the certificate is not installed on the merchant’s server, a pop-up message at the moment of redirection from the Desjardins payment server to the merchant website will inform the online shopper that they are being redirected to a non-secure website. For the solution without redirection, it is imperative to have an SSL certificate.

Furthermore, it should be noted that Web best practices advises users not to enter personal data on a non-secure website. Thus, a higher transaction abandon rate should be expected for a website that does not have an SSL certificate. 

The "Desjardins secure payment" logo must be prominently displayed on the merchant website.

Please refer to the transaction record example contained in the Certification Guide.