SwiftPay Merchant Portal Knowledge Base – SwiftPay

Overview

The SwiftPay Merchant Portal is a comprehensive platform that allows merchants to manage payments, disbursements, collections, and generate reports. This guide covers all major features and common troubleshooting steps.

1. Login & Account Management

Multi-Store Management

Store Selection: If you have multiple stores, use the dropdown to switch between them
Single Account: One account can manage multiple stores
Store-Specific Data: Each store has separate transactions, settings, and reports

Login Process

Navigate to the merchant portal login page
Enter your registered email address and password
Click "Log in" to access your dashboard

Account Security

Account Lockout: After 4 failed login attempts, you'll receive a warning. After 5 failed attempts, your account will be locked for 30 minutes
Password Reset: Use the "Forgot Password" link to reset your password via email
2FA: If enabled, you'll need to complete two-factor authentication

Common Login Issues

Invalid Credentials Error: Verify your email and password are correct
Account Locked: Wait 30 minutes or use password reset option
Password Reset: Check your email inbox for reset instructions

2. Payments Management

Viewing Transactions

Access the Payments tab from the main navigation
Default view shows today's transactions with "Executed" status
View transaction details by clicking on any transaction

Filtering Options

Date Filter: Choose between "Created on" or "Executed on" (default: "Created on")
Status Filter: All, Pending, Executed, Canceled, Rejected, Expired
Custom Date Range: Maximum 31 days
Search: Find transactions by Reference No or Payment ID

Transaction Statuses

Pending: Transaction is ongoing and waiting to be completed
Executed: Transaction is successfully completed
Canceled: Transaction has been canceled by the user
Rejected: Transaction has been rejected by the system
Expired: Transaction was not completed within the time limit

Search Functionality

Payments Tab:

Search by Reference Number or Payment ID
Real-time filtering as you type

Disbursements Tab:

Search by Merchant Reference Number or Payment ID
Applies to current tab only

Pay by Link Tab:

Search by Pay by Link Code (4 alphanumeric characters)
Status-based filtering

Collections Tab:

Search by Collection Name
Works across Active, Draft, and Closed tabs
Case-insensitive search

Pagination Details

Standard Behavior:

Default page size varies by section
Navigation controls: Previous, Next, Page numbers
"Items per page" selector available
Total count displayed
Consistent across all main sections

Reset Functions

Payments Tab:

"Reset all" button clears all filters
Returns to default view (Today, Executed status)
Useful for starting fresh search

Other Sections:

Similar reset functionality available
Clears date ranges, status filters, and search terms

3. Pay by Link

Creating Payment Links

Click "Create new" in the Pay by Link section
Required Fields:
- Amount (minimum ₱0.01)
Optional Fields:
- Title/Description
- Customer information (name, email, mobile)

Test Mode

Sandbox Environment:

Toggle: Switch between test and live modes
Test Transactions: Create test payments without real money
Integration Testing: Test API integration before going live
Visual Indicator: Banner shows when in test mode
Separate Credentials: Different API keys for sandbox and production

Payment Processing Channels

InstaPay:

Amount: ≤₱50,000
Processing: Immediate delivery
Use: Real-time small to medium payments

PESONet:

Amount: >₱50,000 or as configured
Processing: Within one business day
Use: Larger payments, bulk transfers

Managing Payment Links

Copy Link: Share payment links with customers
Invalidate: Cancel pending payment links (only available for "PENDING" status)
Status Tracking: Monitor payment link status and completion

4. Disbursements

Navigation Tabs

History Tab: Complete transaction history (formerly "Submitted")
My Requests Tab: User's payment requests including batch and single payments (formerly "Batch")

Send Funds Options

Dropdown Menu:

Send Single Payment: Quick individual payments and refunds
Upload Batch File: Multiple payments from CSV file

Batch Disbursement Management

Batch Statuses:

Processing: At least one item has "Scheduled" status (gray badge)
Completed: No items have "Scheduled" status (green badge)
Draft: User needs to remove or start the batch (requires action)

Metrics Display:

Completed Requests: Sum of all completed batches
Processing Requests: Sum of all batches with <100% completion
Total Requests: Sum of all batches
Total Completion Rate: Average completion across all batches

Single Disbursements

Recipient Details (Required):

Full Name (max 128 characters)
Account Number (max 64 characters)
Bank/Institution selection

Payment Information:

Amount (minimum ₱0.01)
Automatic channel selection:
- ≤₱50,000: InstaPay (immediate)
- ₱50,000: PESONet (1 business day)

Optional Fields:

Phone number, email, address
Payment remarks

Batch Disbursements

Click "+ Add new batch"
Provide batch name (mandatory)
Select file format (SwiftPay or Allianz)
Upload CSV file (max 10MB)
Review valid/invalid entries
Choose to start batch or remove

Disbursement Statuses

Scheduled: Newly imported, waiting to be processed
Pending: Being processed by the system
Executed: Successfully completed
Error/Rejected: Failed due to validation or processing errors

CSV File Requirements

Mandatory Columns:

Merchant reference number
Institution code
Amount
Account number
Full name

Optional Columns:

Address, mobile number, email, remarks

5. Collections

Collection Management

Collections allow you to request payments from customers with automated reminders.

Collection Statuses

Active: Published and accepting payments with email notifications
Draft: Unpublished, not ready to accept payments
Closed: Inactive, cannot accept new payments

Creating Collections

Click "New Collection"
Enter collection name (required)
Optionally set time period with date range
Add collection items manually or via CSV import

Collections File Validation

CSV Import Requirements:

Reference Number: Mandatory, max 100 characters, unique, case insensitive
Amount: Mandatory, must be greater than 0
Due Date: Mandatory, YYYY-MM-DD format, future dates only
Full Name: Mandatory, max 128 characters
Email: Mandatory, valid email format, max 100 characters
Mobile Number: Optional, valid mobile format, max 20 characters
Description: Optional, max 1000 characters

File Types:

SwiftPay Format: Standard format for most merchants
Allianz Format: Special format for Allianz merchants (if configured)

Import Process

File Validation: System checks format and data integrity
Error Review: If errors found, review screen shows invalid rows with error details
Error Actions:
- Upload new file to fix errors
- Continue with only valid records
Success: Valid records added to collection

Collection Item Statuses

Unpaid: Payment not yet made
Paid: Payment completed
Overdue: Payment past due date
Canceled: Payment canceled by merchant

Email Reminders

Before Due Date:

14 days before (if due date allows)
7 days before (if due date allows)

On Due Date: Single reminder

After Due Date: Recurring every 3 days until paid or canceled

Payment Portal Configuration

Settings Available:

Portal Slogan: Custom message for customers (10-140 characters)
Email Reminder Settings: Toggle for each reminder type
Portal Link: Direct link for customers to access payments
Copy Functionality: Easy sharing of payment portal link

Customer Payment Process:

Customer visits payment portal link
Enters registered email and reference number
Alternatively, clicks direct link from email reminder
Completes payment through SwiftPay gateway
Receives payment confirmation email

Collection Actions by Status

Active Collections:

Add to Collection
Close Collection

Draft Collections:

Add to Collection
Close Collection
Activate (only if collection has entries)

Closed Collections:

View only (no actions available)

Merchant Account Creation

New Merchant Setup:

Business Information: Name, website, platform selection
User Account: Email, password, contact details
API Key Generation: Automatic generation of sandbox and production keys
Default Settings: Standard tax and commission configurations
Settlement Setup: Bank account configuration for payouts

Platform Options:

Custom integration
Shopify
WooCommerce
Other supported e-commerce platforms Entry Actions:
Mark as Paid: Available for Unpaid and Overdue entries
Cancel: Available for Unpaid and Overdue entries
Add/Edit Notes: Available for all entry types
View Transaction Details: Available for Paid entries (shows payment information)

Note Functionality:

Add notes to any collection entry
Edit existing notes using edit icon
Remove notes with confirmation
Notes visible in collection entry details

6. Reports

Available Reports

Reconciliation Report: Daily successful payment transactions
Daily Disbursement Report: Daily successful disbursements
Monthly Disbursement Report: Monthly disbursement summary

Report Generation Options

Manual Report Creation:

Click "Create new report" button
Select report type from dropdown
Choose date range (max 31 days for custom)
Generate and download when ready

Automatic Daily Reports:

Generated automatically each day
Available for download the following day
Default view shows yesterday's reports

Report Filters

Default shows yesterday's reports
Custom date range available
No data message appears if no transactions for selected date

7. Settings

Store Settings

Shop Preferences

Shop Name: Your business name (required)
Shop URL: Your website URL (required, valid URL format)
Platform: Select your e-commerce platform
Logo Upload: PNG/JPG files, max 300KB, min 100x100 pixels
Daily Stats Email: Toggle to receive daily performance emails

API Credentials

Sandbox Keys: For testing integration
Production Keys: For live transactions
Callback URL: Required for webhook notifications
Status Page Handling: Choose SwiftPay or external status pages

Settlement Management

Settlement Types:

Wire Transfer (PESONet/InstaPay): Standard bank transfers
UnionBank Internal Transfer: Direct UnionBank account transfers
Cryptocurrency (USDT): Digital currency settlements

Settlement Configuration:

Bank Details: View registered settlement account information
Settlement Reports: Generate batch transfer reports by date and type
Account Restrictions: UnionBank internal transfers limited to UnionBank accounts
USDT Addressing: Cryptocurrency settlements use USDT wallet addresses

Daily Stats Email

Configuration:

Toggle available in Settings > Shop Preferences
Default: Enabled for new merchants
Sent daily with transaction performance summary

Email Conditions:

Both payments and disbursements disabled: No email sent
Payments disabled: No payment data shown in email
Disbursements disabled: No disbursement data shown in email
Content: Shows transaction counts, amounts, and success rates

API Key Management

Key Types:

Sandbox Keys: For testing and development
Production Keys: For live transactions
Secret Key Generation: Available for new merchants
Key Reset: Admin can reset keys (regenerates all API credentials)

Security Notes:

Keep API credentials secure and private
Regenerating keys will invalidate previous credentials
Test integration thoroughly after key changes

8. Monitoring

Monitoring Availability

Display Conditions:

Only visible for merchants with metricsEnabled flag set to true
Hidden in sandbox/test environment
Contact support to enable monitoring for your account

Transaction Success Rate Features

Real-time Graphs: Hourly success rate tracking
Institution Filtering: View performance by specific payment provider
Tooltips: Hover over graph points for detailed information
Time Intervals: Accurate time display on x-axis
Peak Analysis: Visual indication of performance highs and lows
No Data Handling: Appropriate display when no data available

9. File Upload Guidelines

Supported Formats

Collections: CSV files only
Disbursements: CSV files, max 10MB
Logo: PNG/JPG, max 300KB, min 100x100 pixels

CSV File Best Practices

Use UTF-8 encoding
Include all required columns
Ensure data matches validation rules
Download sample files when available
Review validation errors before processing

10. Common Troubleshooting

Login Issues

Account Locked: Wait 30 minutes or reset password
Invalid Credentials: Verify email and password
2FA Problems: Ensure correct code entry

Payment Issues

Failed Transactions: Check customer payment method and details
Missing Transactions: Verify date filters and search criteria
Status Not Updating: Allow processing time, contact support if delayed

File Upload Errors

Invalid Format: "Only CSV format is allowed for this import"
File Too Large: "File size exceeds maximum limit of 10MB"
Encoding Issues: "This row could not be read. Please check your file's format or encoding"
Validation Failures: Detailed error messages for each invalid row
Empty File: "No valid data found in uploaded file"

Status Update Delays

Normal Processing: Allow 5-10 minutes for status updates
Bank Processing: PESONet transactions may take 1 business day
InstaPay: Usually processed immediately
System Delays: Check system status or contact support after 30 minutes

Common Error Messages

Login:

"Invalid credentials" - Check email and password
"Account locked" - Wait 30 minutes or reset password
"1 more attempt before account is locked for 30 minutes"
"This account has been locked. Please try again in 30 minutes"

Validation:

"Must be a valid number" - Amount field validation
"Please give a name for your new batch" - Batch name required
"Please select a file format" - File type selection required
"Must be at least 10 characters" - Slogan minimum length
"Must not exceed 140 characters" - Slogan maximum length

File Upload:

"Please check your file's format or encoding" - File reading error
Specific validation errors for each row with invalid data

Email Notification Issues

Missing Reminders: Verify email settings in Collections configuration
Spam Folder: Check customer spam folders for notifications
Email Configuration: Ensure correct email addresses in collection items

11. Contact Information

When to Contact Support

Technical issues not resolved by troubleshooting
Account access problems beyond password reset
Settlement or payout delays
Integration assistance needed
Feature requests or feedback

Support Channels

Contact support through your designated channels
Provide specific error messages and screenshots when possible
Include transaction IDs or reference numbers for faster resolution

13. Security Features

Data Protection:

HTTPS/SSL encryption for all traffic
AES-256 encryption for data at rest
Secure entry points for servers and databases
DDoS protection and Web Application Firewall
Multi-factor authentication support

Compliance:

ISO27001 certification at SwiftPay
SOC2/PCI-DSS compliance through AWS
BSP (Bangko Sentral ng Pilipinas) rules compliance
Regular security audits and penetration testing

Integration Support

API Documentation:

Complete API documentation available
Webhook support for real-time notifications
Callback URL configuration for status updates
RESTful API design for easy integration

Development Tools:

Sandbox environment for testing
Sample code and integration guides
Separate API keys for development and production
Comprehensive error code documentation

Security

Use strong passwords and enable 2FA if available
Regularly monitor transaction reports
Keep API credentials secure
Log out after each session

Operations

Regularly download and review reports
Set up email notifications for important updates
Test payment links before sharing with customers
Maintain accurate collection item information
Review batch uploads before processing

Customer Experience

Provide clear payment instructions to customers
Use descriptive reference numbers and titles
Set realistic due dates for collections
Monitor and respond to failed payments promptly