Merchant Portal
User Guide
Version 2.0 – 10 February 2023
Notice
This document contains confidential, trade secret information, which is proprietary to Planet Payment,
Inc., and its affiliates (collectively "Planet") and is provided solely for the recipient's use in connection with
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All modifications or improvements to any of the information and specifications in this document shall belong
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Payment®, are registered trademarks of Planet. ©2022 Planet Payment, Inc. All Rights Reserved.
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Version history
Version Date Modification(s)
2.0 February 10, 2023  Document conversion to the Planet Template
 Minor content enhancement
1.11 January 31, 2021 Initial version
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Table of contents
Version history 3
Table of contents 4
1. General login 5
1.1 Login screen 5
1.2 Recover password 5
1.2.1 Exceptions 6
1.3 Solutions 6
2. Homepage 7
3. User setup and credentials 8
4. Create a Merchant Portal User 9
5. Transactions 12
5.1 Transaction filter results 15
5.2 Transaction Detail 15
5.3 Transaction Exceptions and Disputes 16
6. Reports 20
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1. General login
1) Access the Portal via the URL address.
2) Enter the Username and Password.
Passwords
require a minimum of ten (10) characters with at least one numeric, one alpha character, and
one special character
(~!@#$%^&*_-+=`|\() { } []:;" '<>,.?/.).
3) Passwords will expire after 90 days. The user will be forced to change the password upon expiration and
log in with the new password.
4) A new password must be different from the previous twenty-four (24).
5) Password cannot be changed more than once per day.
1.1 Login screen
If the user has an active account but has forgotten the password or username, the Forgot Your
Password? option will email a temporary login once the user security options have been satisfied. The
account is locked out of Portal after three failed attempts; however, the Account Locked? option, as shown
before, will assist the valid user in unlocking their account.
1.2 Recover password
1) Select Forgot Password.
2) Enter the Username on the Forgot Password Screen.
3) Select Submit Request.
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1.2.1 Exceptions
The Forgot Password option cannot be used under the following conditions and will need to contact their
Planet Support team:
If the user account is inactive.
1) A user cannot activate a user credential if the account is locked due to failing to answer the security
question within three (3) tries. A user will also be locked out if the security answers have been
unsuccessfully attempted three times.
2) If a user has not accessed the account in the last 90 days, the status is changed to Inactive.
1.3 Solutions
When the Forgot Password option is attempted, and no exception conditions exist, the alternate Submit
Request page will appear. An email will be sent with a temporary password to Planet's address on record.
Upon receipt of temporary password:
1) Log in to the Merchant Portal using the temporary password.
2) Upon successful login, the Change Password page will appear.
3) Change the temporary password to a new password of your choosing (See the Change Password
instructions in Chapter 1).
4) The Welcome Screen will open after logging in with the correct username and password.
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2. Homepage
The Homepage displays menu options to access information about Accounts, Transactions, and
Reports. Each category has menu options specific to that category. These are described in detail throughout
the guide.
On the Homepage, the merchant's name will appear in the banner at the top left of the screen. This
screen also displays the last ten batches processed.
Selecting the menu options displays information about that category, and you can choose options for
details. User Access levels control these options, and all options shown here may not be available to every
user. Planet Support teams and Relationship Managers will guide access assignments based on user
functions.
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3. User setup and credentials
Selecting Accounts allows users to view and/or create access profiles. Click Credentials.
Use any information available in the Credentials filter to locate a user. Click Apply to access User
information, Access Level (permissions), and Status.
Status
may not be available to all users.
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4. Create a Merchant Portal User
An Administrator can create Merchant Portal users by entering and activating the following information
on the Access Profile screen.
To give a user access to the Merchant Portal to view their account information, the access must be
assigned at the Merchant level. Click the Add button located next to Login Information.
Enter the following information on the Access Profile screen. See figure next for field definitions for this
Global Access Profile Template page.
Once entered, click Save. Once saved, the Merchant Portal user record will be in a Pending status.
Contact your Planet Support team. Your Planet Support team member will follow procedures agreed upon
between you and the Planet team to Activate the Pending Merchant Portal user.
Upon activation, the user should be sent an email from the Merchant Portal Administrator to use at the
initial login. Click Forgot Password, and you will receive an email from the system with a temporary password
to use.
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Table 1 Field definitions for the global access profile template
Report Description
Access Profile (Role)
Select from the drop-down menu –Access profiles can be set up for each
participant. The Administrator can choose from Regular User, Dispute
User, or Administrator. Profiles should be assigned based on the job
function of the user.
Username
A minimum of 8 characters can be alphanumeric.
Display/Name
First and Last name of the contact
Email address
Used for forgot password link.
Phone Number
Contact phone number
First usable day
Date made active in MAS
Last usable day
The default date is 2099
Access level
Default to Person
Force password
The default is 60 days for MWEB.
Password
The system will create a Password.
Available User Roles and their associated functions are:
Regular User – Allows viewing of all transactions (for example, transactions, transaction batches, and
authorization logs). In addition, the regular user can:
 User may edit their account profiles
 Access Reports option file search
Dispute User – Same permissions as a Regular User plus the ability to:
 View disputes
 Add dispute documentation
Administrator – Same access as a Regular User with the additional ability to:
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 Add another user
 Update a user's credentials granting additional access or changing passwords for another user
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5. Transactions
Each category under Activity will allow the user to display and download Authorization, Transaction, and
Batches. Each category has a unique filter screen. Enter desired data in fields to retrieve details.
Results will be displayed online with options to download a single page or all pages in the results display.
The user can select the folder icon to the left of the line item to view details about the specific Authorization,
Transaction, or Batch.
Filters by category are listed below. Following the Filters, there are examples of Transaction detail results.
All search filters allow the selection of a merchant by Name or MID. You can search for the specific
location name if there is more than one location, and those locations are grouped via a chain MID. When
searching by Name, a minimum of four characters are required. Once four characters have been entered,
all names matching those four characters will appear in the drop-down menu. Use the arrow to see them,
and choose the merchant's name you would like, for example, store number.
If there is only one location, then there is no association by chain MID and the merchant's name will be
the default.
If you search by MID, select the radio button by MID, and enter the MID number.
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The following three screens show filters for Authorizations, Transactions, and Batches. The most
commonly used search criteria are highlighted.
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5.1 Transaction filter results
5.2 Transaction Detail
Results when selecting the Folder Icon on the left of the specific transaction.
The Transaction detail page also has tabs for easy navigation. Some data may not be available to all
users.
D
isplaying details via the Folder Icon can also be done on
Authorization
and
Batch
results.
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5.3 Transaction Exceptions and Disputes
The Exceptions and Disputes categories operate similarly to the Transaction categories in Chapter 5.
Filters are unique and can be used to retrieve data such as Chargebacks and Retrievals that Planet received
on behalf of the merchant and loaded to the Merchant Portal.
The display online and the Folder Icons for access details for each line item work in the same way
described in Chapter 5.
Users may view Chargebacks and Retrievals submitted to the Merchant Portal. Disputes information can
be accessed via the Chargeback Filter or the Disputes Tab on the Transaction Details page.
1) Locating a Chargeback: Click Transactions, then select Transactions from the drop-down menu.
2) Now, you can locate your chargeback by entering the Merchant Name or MID and RRN. Once you enter
the information, click Apply.
a) If the Acquirer Reference Number (ARN) is available, you can also search with that data.
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3) Once you click Apply, you will see your chargeback. Click the folder icon. (This will open all the transaction
details)
4) Click the Dispute Tab.
5) Select the folder to take you to the Chargeback detail page.
You can now see the Chargeback.
Suppose the user chooses to respond to the (or represent the Dispute). In that case, they can upload
supporting documentation to have Planet's Support team submit the Dispute response to Visa, MasterCard, or
other card brands processed by the merchant. Planet Support teams monitor for uploaded supporting
documentation and will take appropriate actions when the merchant submits it.
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6) Click the Documents tab to add documentation to your chargeback.
7) Click Add Chargeback Document.
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8) Once you upload the Document, the system will return you to the Chargeback detail page. To verify that
your document was uploaded, click the Documents tab.
9) Once the document is uploaded, Planet will confirm receipt. This will be noted with a name, date, and time
stamp. This indicates that Planet will now match this documentation to the represented in the Card Scheme
system application.
10) A notice is sent once the action is completed through the association. The notification will be sent to the
statement email address on file. Check a sample of the notice below.
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6. Reports
PMSL/PMSS merchants can view their daily statements that have already been emailed in this section.
These will have a periodic description, either daily, weekly, or monthly. Click Reports, Report/File Search,
and the date required (see the figure before).
The statements have the following labeling:
 Daily statements xls – A listing of all of the previous day’s transactions which the merchant has been settled
for by Planet.
 Daily statements csv – A listing of all of the previous day’s transactions which the merchant has been settled
for by Planet in CSV format.
 Daily statements PDF – A more detailed summary of transactions from the previous day with interchange
totals, DCC breakdown, and payment details.
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There is an example of what this will look like after you click Begin Search.
All reports are downloadable by selecting the icon under Download. This applies to daily, weekly, and
month-end reports.
Monthly statements, Invoices, and Rebate reports are available in Merchant Portal on the first of the
month for the required month. For example, the November 2021 month-end reports were available on the
1st of November 2021. The Monthly statements are available in XLS, CSV, and PDF formats. Monthly
invoices are available in CSV and PDF format. Monthly rebate reports are available in CSV and PDF format.
A user who has visibility to multiple Merchant IDs / Locations may search statements as above by
selecting the type Merchant, entering the MID in the search location, and clicking Go.
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