How to Use the Payfort System
Step 1: Login
Write you Email
Enter the Password
Step 2: Click On "Merchant Management"
Step 3: Click On "London Cab"
Why We Need to Use Payfort
Scenario1 : Checking "Order Transaction Management"
This tab is being used to check the "Payment Status" for specific trip using the "Merchant Reference" from the Trip Report on Dispatcher
Hover over "Reports"
Click on "Trip Report"
3. You can search by either the trip Ticket ID in the "Ticket Id" field, or with the customer's mobile number in the "Mobile Number" field
4. Click on "Search"
These are failed transactions meaning that we didn't withdraw the amount
These are failed transactions meaning that we didn't withdraw the amount.
These are failed transactions meaning that we didn't withdraw the amount
Scenario 2 : Checking "Transaction Report"
This tab is being used to check the "Transaction Report" of the customer's account in specific date range using the "Customer's Email"
Click On Filter
Select Filed Name : Customer Email
Operation: Exact
Value: The registered Email on the customer's Account
Click On Search
Void the authorized amount
The difference between the Refunded and "Void" transaction statuses:
If the transaction status is void as shown below, this means that the amount was not deducted. Therefore, no refund is necessary. You should inform the customer that we did not deduct the amount from their balance.
Script
We have released the authorized amount. It usually reflects instantly but could take a couple of days on the banks end.
Partial Void Authorization Amount
Please note that the amount may be captured partially depending on the scenario, such as:
Cancelling outside the safe time but within the initial part of the cancellation window
No dynamic pricing, waiting fees, or extra charges applied to the ride
In such cases, only the applicable fees will be captured, and the remaining authorized amount will be automatically voided. Therefore, in Payfort, you will only see the captured amount, while the voided portion will not be displayed.
Script
We have released the authorized amount. It usually reflects instantly but could take a couple of days on the banks end.
Refunded the captured amount
If the transaction status is "refund" as shown below, it means that the amount was deducted and then refunded to the customer's account.
Script
We would like to inform you that the trip fees have been refunded from our side to your bank account and usually it takes around 5 working days depending on the bank.
Reference Number of Refund/ Void (Proof):
Please stick to the transaction's status on Payfort to avoid filling an invalid complaint.
In case the customer insisted that we deducted an amount however it shows refunded or void, please provide ethe customer with the reference number of the transaction as shown in the below:
If the customer requested an evidence that we have refunded the payment or the amount wasn't deducted, please give the below:
Fort ID
Merchant Reference
Notes:
You suppose to send to the customer the above numbers of the "Void or Refunded transaction"
Don't share (Fort ID) term with the customer and instead share it as a transaction ID.
No need to file a complaint and if the customer still not convinced ask him to get a bank statement to be able to escalate the case to avoid filling an invalid complaint "Payment Issue Related".
How To Check A Specific Interaction Details
Hover over the question mark next to the status, as shown below, to see the reason for the declined payment.
For more information about a specific transaction, click on 'Fort ID.
Once you click on the Fort ID, you will be directed to the Transaction Details page. The most important details on this page are:
Processor Response Code
Acquirer Response Message
More Information
Issuer Name
Issuer Country
Declined Transaction
Here is an example of a declined transaction for reference
Accepted Transaction
The card can be blocked due to multiple failed payment attempts, such as entering an incorrect CVV, suspected fraud, or exceeding the daily transaction limit.
For national cards: the card will be blocked after 10 failed attempts.
For international cards: the card will be blocked after 5 failed attempts.
Once a transaction is blocked by the fraud check, the card will usually remain inactive for 24–48 hours, depending on the bank’s policy.
During this period, the customer will not be able to complete new transactions using the same card.
The customer will need to either use a different card or wait until the blocked card is automatically reactivated.
Note: You can identify multiple failed payment attempts by checking the customer's trip history, if there are 10 rides marked as "Pending Payment", this usually indicates repeated failures.
Reply: "Send it in two separate messages."
Your card has been temporarily blocked by the bank’s security check. It will automatically be reactivated within 24–48 hours, depending on your bank.
Alternatively, we can book the ride on your behalf and send you a secure payment link. By completing the payment through this link and entering your CVV, you can avoid the transaction being blocked.
International cards: failed transactions due to a block
If the customer used an international card and the transaction was declined by the card issuer (bank), and the Processor Response Code shows "BLOCKED", it means the bank is blocking transactions to the country Egypt.
In this case, the customer must contact their bank to authorize the transaction and confirm that they made it themselves.
English Script:
We are really sorry you are facing this issue, and we understand it is frustrating. Sometimes banks block international transactions by default. Could you please check with your bank and try again?
If the customer mentioned he used same card in previous rides use the below Script:
We understand, thank you for sharing that. Sometimes banks update their security settings and may block certain transactions even if the card worked before. Could you please check with your bank to confirm?
Arabic Script:
نعتذر بشدة عن مواجهتك لهذه المشكلة، ونتفهم أنها مزعجة. أحيانًا تمنع البنوك المعاملات الدولية تلقائيًا. هل يمكنك مراجعة البنك الخاص بك والمحاولة مرة أخرى؟
أذا كان رد العميل أنه قام بالدفع بنفس الكارت سابقاً:
نتفهم ذلك، وشكرا لمشاركتك. أحيانا تقوم البنوك بتحديث إعدادات الأمان وقد تمنع معاملات معينة حتى لو كانت البطاقة تعمل سابقا. هل يمكنك مراجعة البنك للتأكد؟