Paymate Paid Support

Paymate provides a utility payment service with transaction fees alone.  We do not charge a set up fee for sellers or any ongoing support charges.  As a result, Paymate cannot provide free technical support for you to integrate your website with Paymate or to trouble-shoot problems on your website.  If you find a Paymate service is not working as documented, we will of course resolve it.

However, we are able to offer Paid Support at a discounted price for remote assistance via email communications.  This technical service enables you to purchase email-based technical support in 30-minute blocks at a nominal cost of $27.50 (including GST in Australia) for each block.  You will need to accept the terms and conditions and pay for at least one block of 30 minutes for us to process your Paid Support Request.

Sample Services

These are some examples of the kinds of assistance we can provide via this service:

• Prepopulation of Paymate Express pages with static product/price information derived from ‘buy’ or ‘pay now’ buttons on the website, as specified by the seller.
• Prepopulation of Paymate Express pages with additional dynamic client information captured by the use of the Paymate-provided Shopping Cart and implemented by the seller on their website.
• Prepopulation of Paymate Express pages with additional dynamic client information (email, name and address, etc) captured on the seller’s website via a form (may be stored on a database or not) via the seller’s own check out process or a third party shopping cart.
• Capture of a response from Paymate Express at the end of a payment transaction by the seller’s website via an active page, enabling the Paymate Transaction ID, payment details and payment status to be utilised for further fulfilment actions by the seller’s own system or for simple display of a dynamic receipt on the seller’s website.
• Integration via the Paymate API enabling the seller to query transaction details and status at any time after the payment initiation via Paymate Express, for dynamic updation of the seller’s database and conduct of fulfilment actions.
• Tailoring of the Paymate Express Payment pages to match your website's colours.
• Investigation of problems with the use of Paymate on your website or shopping cart.

Please provide as much information as you can so we can assist you more quickly.  We will respond under the Terms & Conditions shown below.

Information we require you to email us:

• Your email address (as registered with Paymate)
  
• First and Last Name
  
• Telephone Number
  
• Brief description of problem
  
• Your browser and version
  
• Your website address
  
• Your website development platform
  
• Any additional information on the problem (error messages, your website code for integration into Paymate Express, etc.)

The steps to request Paid Support are:

1. Click on the Pay Now button below to make a payment for the number of blocks of time you wish to purchase, at the following rates per 30 minute block:  AUD 25 /  NZD 30  /  USD 25  /  GBP 15  /  EUR 15.  You can pay for as many blocks of time as you wish.
2. Note down the Paymate Transaction ID for your approved payment.
3. Email This e-mail address is being protected from spambots, you need JavaScript enabled to view it with the information requested above and include the Paymate Transaction ID in the email SUBJECT.
4. We will respond with a confirmation of your request, estimated time to complete and when you can expect a response.  We may also ask you for more information if required.

Support Terms & Conditions

Paymate offers the Paid Support Service on a ‘best effort’ and ‘time and materials’ basis, ie with no contractual guarantees for resolution within a fixed price or time frame.  We will provide our best estimate of likely effort required based on the information you provide, but we cannot guarantee that we can complete the task in this estimated time.  We will always let you know in advance of the effort required so that you can decide if you want to proceed.  We will let you know when the work can be scheduled.  Payment must be received in advance of any work being undertaken.  Paymate does not accept any liability for loss of business or consequential damages and limits our liability to that required by Australian law.