Support

Cybersource transaction responses will contain either reason codes or reply flags, depending upon the integration method employed.

Reason codes

A reason code is a response from Cybersource servers for production transactions submitted using the following methods:

• Simple Order API
• Virtual Terminal
• Secure Acceptance - Hosted Checkout
• Secure Acceptance - Checkout API
• SOAP Toolkit API
• Offline Transaction File Submission

Please review the section headings to determine which apply to your situation. 

I am not an administrator

If you previously verified your email address within Business Centre, you can reset your password by selecting Forgot Password? from the login screen. Otherwise, a member of your organisation with administrator privileges may reset your login. 

I am an administrator and need to unlock my own account

Contact Cybersource Support to request an unlock of your account. A new password will be sent to the Technical or Business contact listed for the account in Business Centre under Account Management > Contacts. Otherwise, for security purposes, you must provide information about your payment processor such as the Terminal ID.

I am an administrator and need to unlock another user's account:

If you are the administrator of the account, you can unlock them by performing the following steps:

1. Sign in to Business Centre
2. Select Account Management > Users.
3. Select the checkbox(es) corresponding to the username(s) you want to unlock.
4. Select the unlocked padlock icon on the top right to enable the selected user(s).  When hovering over the icon, you should see Enable.

I am still denied access after resetting my password

If you are certain your password is correct, your Merchant ID / User ID combination is valid, have tried to reset your password, and you are still unable to sign to your account, please verify that the URL you use matches this URL exactly: https://ebc.cybersource.com/ebc2. If you use a bookmark, edit the link so that it contains only https://ebc.cybersource.com/ebc2.

Visit the Support Centre to learn more about logging into the Business Centre.

To issue a refund, use follow-on credits to credit your customers' credit card. This credit functionality is available after the capture has been settled.

A follow-on credit references a prior capture transaction in the Cybersource system, and may be requested within 60 days of the original authorisation; after that, you (typically) must issue a stand-alone credit.

How to issue a follow-on credit

1. Sign in to Business Centre
2. Select Transaction Management from the left navigation bar.
3. Perform a Search for Transactions using Advanced Search in the Business Centre.
4. From the search results, select the Request ID for which you want to issue a follow-on credit. The Transaction Management Details page appears.
5. Select Credit to view the Credit Card Credit page.
6. Enter the amount you wish to credit.
7. Select Credit, and Confirm.

How to issue a follow-on credit through the API

Follow the instructions to create a credit request, provided in the Credit Card Processing > Crediting a Payment subsection of the following documents:

• Credit Card Services Using the Simple Order API

Visit the Support Centre for documentation on how to create a Cybersource API security key.

Visit the Developer Centre for guides about integrating the REST API with your payment network systems.

Reason code 203 is a general decline by the issuer with no additional information provided. Your customer can investigate the reason for the decline directly with their card issuer. You can assist them by obtaining the Transaction Reference Number and sharing it with the bank/issuer to locate the transaction and discover the reason for the decline.

To locate the Transaction Reference Number, please see Where do I find the Transaction Reference Number?

Visit the Support Centre to explore our Secure Acceptance resources.

If you are an existing Decision Manager customer, you can access the documentation by signing in to Business Centre and selecting Business Centre > Documentation > Guides from the left navigation panel.
 

If you are not currently a Decision Manager customer, please contact your sales representative.