Getting started

What is a merchant number and where can I find it?

What is a merchant number and where can I find it?

When you join the Paymark network your bank will issue you with a merchant number. This is usually an eight-digit number and is used to locate your details in our system. You can find this number on the second page of your Paymark Statement/Invoice.

What email address do I use to sign up for Paymark Insights?

What email address do I use to sign up for Paymark Insights?

For security, you need to sign up for Paymark Insights using an email address that has been registered with Paymark. This will be the billing email or contact email address currently held on file by Paymark. If you don’t have an email address registered with us, need to change your email or you’re unsure which one we have on file, please call us 0800 Paymark (0800 729 627).

How am I billed for Paymark Insights and how much does it cost?

How am I billed for Paymark Insights and how much does it cost?

Paymark Insights is $20 + GST per registered merchant number, per month. Charges will be added to your existing Paymark invoice. You can see more about how Paymark billing works here.

Is there an Insights mobile app available?

Is there an Insights mobile app available?

Insights has been created to be completely mobile friendly and does not require a mobile app. That means you can monitor your store’s performance with ease and from anywhere.

 

 

Your dashboard's data

How far back can I access my data?

How far back can I access my data?

You have access to all data back to 1 June 2016.

What data is included in the dashboard?

What data is included in the dashboard?

The dashboard includes all accepted transactions made using a payment card. Paymark Insights does not include data from declined transactions or any loyalty card schemes.

How is a returning customer defined?

How is a returning customer defined?

Paymark Insights identifies one payment card as one customer. A returning customer is counted when a purchase is made in your store with a card that has been used at the same store in the past six months. Paymark does not know the personal identity of your customers.

How long does it take before my store's transactions will show in Paymark Insights?

How long does it take before my store's transactions will show in Paymark Insights?

All transactions are added to Paymark Insights in real time.

Can I export the data?

Can I export the data?

Yes. You can export your data as a CSV file via your Transaction feed and Settlement view. You can also filter your transactions and generate tailored reports to export. 

Can I see my Click and Online EFTPOS transactions in Paymark Insights?

Can I see my Click and Online EFTPOS transactions in Paymark Insights?

If you are a Click customer, you can register for Paymark Insights using our usual on-boarding process. However right now Online EFTPOS transactions will not show up in Paymark Insights.

Why are the figures in my transaction feed different to the figures in my settlement view?

Why are the figures in my transaction feed different to the figures in my settlement view?

This is really common and typically happens for two reasons:

  • Your business hours extend over your settlement window.
  • Your transaction view will show all payment transactions and your settlement view will only show transactions where money is being moved to or from your bank account. 

Are cash withdrawals included in Paymark Insights?

Are cash withdrawals included in Paymark Insights?

Yes. Cash withdrawals are included in the transaction amounts.

Are customer refunds included in Paymark Insights?

Are customer refunds included in Paymark Insights?

Yes. Refunds are included as a negative value.

 

 

Your settlement view

What is settlement?

What is settlement?

Settlement refers to the total amount of money that is deposited into a business’ bank account overnight from the day’s trading. 

What is a settlement window/settlement cutover?

What is a settlement window/settlement cutover?

The settlement window/cutover time tells us when your day's trading has ended so your bank can credit your account overnight. Your bank provides us with your settlement details on your behalf when you sign up to Paymark. If you would like to change this time, you can contact us directly at [email protected].

What is the difference between transactions listed as ‘credit to bank’ and ‘deferred’ transactions?

What is the difference between transactions listed as ‘credit to bank’ and ‘deferred’ transactions?

‘Credit to bank’ transactions are settled into your bank account overnight by your bank. The most common ‘credit to bank’ transactions are initiated by EFTPOS, MasterCard and Visa cards.

‘Deferred’ transactions will not settle into your bank account overnight and can take one or more days depending on your agreement with those specific card issuers, the most common being Diners Club and American Express. 

Why are the figures in my transaction feed different to the figures in my settlement view?

Why are the figures in my transaction feed different to the figures in my settlement view?

This is really common and typically happens for two reasons:

  • Your business hours extend over your settlement window.
  • Your transaction view will show all payment transactions and your settlement view will only show transactions where money is being moved to or from your bank account. 

 

 

Managing your dashboard

Can I add another store to my Paymark Insights account?

Can I add another store to my Paymark Insights account?

To add a store, click ‘Account settings’ on the left-hand panel, click ‘My merchants’ then the ‘Add a merchant’ button. For security, your login email address has to be associated with the merchant number you’re adding. Call 0800 PAYMARK (0800 729 627) if you need to update your details.

Can I customise the view to reflect my trading hours?

Can I customise the view to reflect my trading hours?

No. Paymark Insights only shows a calendar day, if you trade overnight, this will be reported over the two calendar days.

What happens to Paymark Insights if my business changes hands?

What happens to Paymark Insights if my business changes hands?

We will remove your access to Paymark Insights as part of the change of ownership process. You need to provide us with 5 business day’s notice of any change of ownership. If your business is changing hands, please contact 0800 PAYMARK (0800 729 627).

How do I add team members to Paymark Insights?

How do I add team members to Paymark Insights?

Go to ‘my staff’ under ‘account settings’ and select ‘invite staff’. 

Is there a limit on the number of users I can add to my Paymark Insights subscription?

Is there a limit on the number of users I can add to my Paymark Insights subscription?

No. You can add as many users as needed. 

How can I update a user to be an admin?

How can I update a user to be an admin?

Right now we do not have an option to update the status of a user. To update a status to ‘user’ or ‘admin’, please delete their account. Then when you re-add them, make sure you set them up as an admin account. We are looking to improve this process soon. 

Is there a limit on number of admin users can I add?

Is there a limit on number of admin users can I add?

No. There is no limit on adding admin users. 

An invitation to join my Paymark Insights dashboard has expired. How do I get a new invitation?

An invitation to join my Paymark Insights dashboard has expired. How do I get a new invitation?

You will need to ask to be re-invited by an admin account. They will resend your invitation. 

What is the difference between an admin account and a viewer account?

What is the difference between an admin account and a viewer account?

As a viewer, you are unable to see or invite other team members to the dashboard. As an ‘Admin’ user, you can invite your team members via the ‘My staff’ tab, which is only visible to Admin users. 

How do I cancel my Paymark Insights account?

How do I cancel my Paymark Insights account?

There are no fixed term contracts, so you can call or email us to cancel at any time. Keep in mind that we bill in arrears so your Paymark Insights charges will be included on the invoice issued the following month. For more information about billing, please refer to the billing support section.

I have a suggestion for a new feature who do I contact?

I have a suggestion for a new feature who do I contact?

The Paymark team are working to continuously improve our products and services. Please send your feedback through to [email protected].