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Zuora Staff

Switching Credit Card Processors/Payment gateway

Question: We need to switch our payment gateway. Can you let me know what are the steps to do this? 

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Zuora Staff

Re: Switching Credit Card Processors/Payment gateway



Things to considered prior to making the switch, or deactivating the current gateway:


- Handling of possible refunds for customers of yours that have processed through the current gateway (if the original payment was processed using gateway A, then customer switches to gateway B, the refund for that original payment can only be processed using gateway A. If gateway A is no longer active, then the refund has to be issued using another method: external check, non-reference refund, etc.). Another option is to perform the refund directly with in your new payment gateway (requires you to have the customers payment information such as credit card).


You will first need to setup the desired gateway in Zuora first. To do that please verify the gateway is supported here: https://knowledgecenter.zuora.com/CB_Billing/M_Payment_Gateways/Supported_Payment_Gateways


Example: You currently have Authorized.net as a default payment gateway but want to switch to BlueSnap gateway. If Bluesnap is setup and designated as your new default gateway AND the customer's account Gateway is is pointing to "default" then no changes will be needed. It will automatically use the default gateway as Bluesnap.


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If you have customers with accounts that are not using the defeault gateway, a little bit more clean-up work may be required. Please export your customer account information and review to see if the accounts are pointing to the default or not. Please follow the instruction below to mass update customers not using the default gateway: 


1) Go Customer Accounts

2) Export Customer Accounts

1) You will see the export file "CustomerAccounts Zip" file. This export contains 3 files: Contact, Customer Account, and payment method (you will only use the first 2 files)**
On the CUSTOMER ACCOUNTS main page, on the right column click on EXPORT CUSTOMER ACCOUNTS. This will take you to the EXPORTS section.

  1. The Export Data dropdown will already be set to CUSTOMERACCOUNTS ZIP. Click on EXPORT. Once the ZIP file is ready click on the file name at the bottom of the page.

  2. After clicking on the file name (depending on your computer behavior) the file will unzip revealing the 3 files. You will only need to use the Customer Account file.

  3. Open the Customer Account file and find the column PAYMENT GATEWAY. It should be column AB. To set the Customer Account to Use Default Gateway you must blank the cells in that column. Once uploaded, since there is no gateway specified, the system will set it to Use Default Gateway. After making your changes, save the file.

  4. Last step is to IMPORT the Customer Accounts file into Zuora by navigating to CUSTOMER ACCOUNTS main page. On the right column click on IMPORT, then choose CUSTOMER ACCOUNTS in the dropdown. Click BROWSE and select the Customer Account file you saved. Then click SUBMIT.


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