Farmlands Card Partner Support Guide

If you are a Farmlands Card Partner needing extra support this is the guide for you. Here you will find who you need to reach out to and how you can get in touch with them.

Support for Portal Users

1. If you require assistance with Portal functionality, contact Centrapay at support@centrapay.com or Farmlands at card.specialist@farmlands.co.nz You can also use the Support window inside the Portal.
2. If you are needing to add a new branch/location please contact your Card Portfolio manager or card.specialist@farmlands.co.nz as Farmlands will need to complete the setup of the branch/location within our system prior to this being enabled in the Portal.

Troubleshooting

What is the address for the portal?

https://app.centrapay.com/business

I am getting an invalid barcode message in the portal

Double check you are entering the correct length barcode on the card. If you are using the scan feature, try to enter it manually instead.

What if the barcode will not scan or is obscured?

The 9-digit Card number can be entered manually. This is printed on the back below the barcode and on the front of the card under the Cardholder's name. If neither is visible, please request another method of payment. Advise the Cardholder to contact Farmlands on 0800 200 600 to request a new Card.

What should I do if the Authorisation is declined?

Request an alternative form of payment from your customer. Refer the Cardholder to Farmlands on 0800 200 600 for further information.

How do I check if a transaction was authorised or where can I see the transaction history?

Go to the Payments page on the Centrapay Business Portal, select the transaction related to the Farmlands Authorisation and check that the status is Authorised.

Is there a portal guide that covers additional Trouble Shooting FAQs and that can help with training?

Yes. If you go to the portal and click on the dashboard there is a guides section or go to the Farmlands Portal Guide

Support for POS Integrators

1. If you require assistance with POS integration functionality contact Centrapay at support@centrapay.com or Farmlands at card.specialist@farmlands.co.nz
2. If you require assistance with the POS integration contact your POS provider.

SLA Support Level

P1 - Severe Business Disruption

Centrapay Platform is unable to process transactions initiated by Card Partners

Target Response: < 1 hour

Target Resolution: 3 hours

P2 - Major Business Disruption

Centrapay Platform unable to:

• provide transaction data to the Customer
• ingest Customer card updates (full or delta)

Target Response: 4 hour

Target Resolution: 16 hours

P3 - Minor Business Disruption

Centrapay Platform is operational but suffering performance degradation

Target Response: 8 hours

Target Resolution: 32 hours

P4 - Adhoc requests as requested by Farmlands

Adhoc requests as requested by Farmlands

Target Response: 12 hours

Target Resolution: N/A