Accepting Card Payments (Vendor Portal)

note

This guide is for merchant owners and staff using the card payments vendor portal. If you're an xperise ops admin looking to onboard a new merchant, see Add a Merchant instead.

The vendor portal is where your business's staff sign in to accept xperise card payments, and where the owner or an admin manages staff accounts and reviews activity.

1. Signing In

You are	Where you sign in	How
The business owner	The main app	Sign in with Xperise account — one click, using your existing Xperise account
Staff	The public staff sign-in portal	Your business's alias, plus the username and password your admin created for you

• If you're the owner and your Xperise account isn't linked to this merchant yet, sign in through the staff portal instead — an admin can link your account by adding it as a staff email (see §9), or your account may need to be linked as the merchant's owner (see Add a Merchant).
• A wrong alias, username, or password always shows the same "Invalid credentials" message — it never says which part was wrong.

2. Roles: Operator vs. Admin

Role	Can do
Operator	Charge, verify, capture, void, and refund payments — their own only
Admin	Everything an Operator can, for everyone's payments, plus manage staff accounts and view the audit log

If a page or button says it needs an Admin and yours doesn't, ask a merchant admin (or the owner) to change your role, then sign in again.

3. Your Payments List

Column	Shows
Created	Date and time
Reference	Your order / receipt / trip ID
Details	What the payment was for — e.g. a taxi trip's plate and route, or a hotel stay's guest and dates
Amount	The charge amount (and any refund)
Status	See the table below

More payments load automatically as you scroll down — there's no "next page" button.

Filters:

Filter	Options
Status	All statuses, or any single status below
Staff	Admins only — everyone's payments, or one staff member's. An Operator only ever sees their own, so this filter doesn't apply to them.
Date	All time / Today / Last 7 days / Last 30 days / This month / an exact pair of days

What each status means

Status	Meaning
Awaiting code	The customer still needs to confirm with a verification code
Held	The amount is set aside on the card, not charged yet
Captured	Charged
Partially captured	Part of the held amount was charged; the rest is still held
Declined	The charge did not go through
Voided	A hold was cancelled and released back to the customer
Expired	The hold expired before it was captured

4. Charging a Card (New Charge)

1. Click New charge.
2. Choose how the customer is paying:
   • One-time token — the customer shows a one-time token from their xperise app (tap or QR).
   • Manual card number — you type in the 16-digit card number yourself; the cardholder will confirm with an SMS code.
3. Enter the amount (whole VND, no decimals).
4. Enter a reference — your order, receipt, or trip ID, used to match this payment to your own records later.
5. (Manual card number only) If the card has a printed code and the customer isn't using SMS verification, enter it here — otherwise leave it blank.
6. Choose how to charge it:
   • Charge immediately (sale) — the amount is final and charges as soon as it's verified.
   • Leave it unchecked to just hold the amount now and capture the final amount later — useful when you don't know the exact final bill yet (e.g. a taxi fare, or a hotel stay with extras still to add).
7. Click Charge.

Why a charge might be declined

You'll see	Meaning
Insufficient funds	The card doesn't have enough available balance
Card inactive / Card blocked / Card expired	The card can't be used right now
Card temporarily locked after too many attempts	Too many failed attempts on this card
Per-transaction / Daily / Monthly limit exceeded	The amount is over one of the cardholder's limits
Trip budget exceeded	Over the budget set for this trip
Corporate policy violation	Blocked by the cardholder's company policy
Merchant not allowed for this card	This card can't be used at your business
Merchant category not allowed	Your business category isn't allowed for this card
Too many attempts — try again later	Slow down and retry shortly
Token invalid or expired — ask for a new one	Ask the customer for a fresh token
This card requires its printed code	Enter the card's printed code, or ask the customer to use SMS verification
Wrong verification code	The code entered didn't match
Verification code expired — start a new charge	Too much time passed; start over
Employee policy check unavailable — try again later	A temporary system issue — retry shortly

5. Entering a Verification Code

When a card needs extra security, the customer receives a code by SMS.

1. Ask the customer for the code sent to their phone.
2. Enter the 4-digit code.
3. Click Verify.

If the code is wrong, you'll see "Wrong code — ask the customer to check the SMS and try again" — the screen also shows how many attempts are left. If the payment was already handled on another device in the meantime, the screen simply closes and the list refreshes.

6. Finalizing a Held Payment (Capture)

Use this once you know the exact final amount for a payment that's currently Held or Partially captured — for example, once a trip or stay is over.

1. Find the payment and click Capture.
2. Check or adjust the final amount. It may exceed the originally held amount only up to your business's configured capture tolerance.
3. Leave "Final capture — release the remaining hold" checked if this is the last charge for this payment. Uncheck it if you plan to capture more later (the payment stays Partially captured).
4. Click Capture.

If the amount is too far above the held amount, you'll see "The amount exceeds the allowed capture tolerance." If the payment can no longer be captured (e.g. it already expired or was voided elsewhere), you'll see "This payment can no longer be captured — refresh the list."

7. Cancelling a Held Payment (Void)

Available only before a payment has been captured (status Held or Awaiting code).

Click Void next to the payment and confirm. The hold on the customer's card is released, and this cannot be undone.

8. Refunding a Customer

Available once a payment has been captured (fully or partially).

1. Click Refund next to the payment.
2. Adjust the refund amount — full or partial. You can refund again later, as many times as needed, until the whole captured amount has been refunded.
3. Optionally add a reason.
4. Click Refund.

9. Managing Staff Accounts (Admins Only)

Only merchant admins can manage staff accounts. If you're not an admin, you'll see: "Ask a merchant admin (or the merchant owner) to change your account's role to Admin, then sign in again."

Adding a staff account

1. Go to Staff accounts → Add staff account.

2. Enter a username (3–32 characters: letters, digits, dot, dash, underscore) — this cannot be changed later.

3. Enter a display name and, optionally, an email. Linking an email lets that person sign in with their own Xperise account instead of the username/password.

4. Choose a role: Operator or Admin.

5. Choose a staff type, if relevant, and fill in its details:

   Staff type	Details
   Driver	Plate number (required — must match the plate sent with each trip, or the payment gets flagged as an unregistered vehicle), vehicle model, phone number, driver's licence no.
   Receptionist	Staff code (required), desk, shift

   note

   A staff type can be switched later (e.g. Driver → Receptionist) but, once set, can't be cleared back to "No type." Create a new account instead if someone genuinely needs no type.

6. Set a temporary password — at least 10 characters, with at least 3 of: uppercase, lowercase, digit, symbol.

7. Click Add.

Editing or deactivating a staff account

Click Edit to change display name, email, role, or staff type/details at any time. Turn off Active to deactivate an account — this immediately signs them out everywhere. You can't deactivate your own account.

Resetting a password

Click Reset password, set a new one (same rules as above). This signs that person out everywhere — they'll need to log in again with the new password.

Removing a staff account

Click Delete and confirm. This permanently removes the account — their past actions stay in the audit log. You can't delete your own account.

10. Reviewing Activity (Audit Log)

Also admins only (same locked message as staff accounts). The Audit log shows every action taken under a staff account: who did it, when, what it was, and whether it succeeded. Filter it down to one staff member using the dropdown.

Quick Reference

I want to…	Go to
Sign in as the owner	§1 — "Sign in with Xperise account"
Sign in as staff	§1 — the staff portal
Charge a customer's card	§4 — New charge
Finish entering a customer's SMS code	§5
Charge the final amount after a hold	§6 — Capture
Cancel a hold	§7 — Void
Give money back	§8 — Refund
Add or remove a staff login	§9
See who did what	§10 — Audit log

Related

• Add a Merchant — how this business was onboarded, and where its alias and capture tolerance come from.