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
- 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.
- 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.
Trouble Shooting
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.
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.
Request an alternative form of payment from your customer. Refer the Cardholder to Farmlands on 0800 200 600 for further information.
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.
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
- If you require assistance with POS integration functionality contact Centrapay at support@centrapay.com or Farmlands at card.specialist@farmlands.co.nz
- 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