Frequently Asked Questions (FAQ) about our secure web payment process
- How secure is this site?
- Can you give me a brief run through of the overall payment process?
- What are the costs to use this system?
- Do you keep my credit card details?
- What happens if the credit card owner challenges the transaction?
- What are the shopping carts for and why?
- What are the "invoice reference numbers" for and why?
- What is the NRID or Internet Payment ID number for?
- Who should I contact if a payment goes wrong?
- What information should I send regarding the problem?
- How long will it take to get a reply?
How secure is this site?
When you logon to CSU's "my.csu" website you will need your logon ID and password. These are known only to you. From there you are in our "secure" website. The data submitted in the site is encrypted. There are "firewalls" and "proxy servers" to prevent unauthorised access to this area.
Can you give me a brief run through of the overall payment process?
When you decide to make a payment you will need to select the "Type of Payment" you wish to make. Because there are several choices and these will vary you may need to select different web pages to make all the payments necessary.
You can select the individual item you wish to pay. The "Your Payment" box is the amount you are paying for that individual charge. You can change the amount if you wish to. eg you know you are withdrawing from a subject so you only want to pay for 1 subject instead of 2, you can change the "default" amount to a lower figure. You can also select the "shopping cart" (see below). Because of the way your browser operates you may be returned to the top of the payments section on the page each time you make a selection.
Or you can go to the bottom of the section and select the "Add all payable items to your cart" if you wish to pay for everything that is outstanding. You could then remove individual items if necessary.
When you have finished selecting the items you are paying, select "View / Pay for Cart Items". This will take you to a new page where you can confirm the payments you will make. You can "remove" any items you don't want to pay for. If you need to add any extra items you will have to use the "Back to Menu" link to return to the selection pages to add the extra items to your "cart", or if you use the "back" button you will need to refresh your browser to update the selection pages. You should make a note of the "invoice reference number" in case you have to refer back to it later (see below).
You then select the "Pay Now" button. This will connect you with the secure payments website. You enter your credit card details and click the "submit" button to start processing your payment. A new window will open to confirm your card number and payment amount. If this is correct click the "OK" button. A window will open advising that your payment is being processed, then will be replaced with a window advising if your transaction was processed successfully or not. You can print that window as a record of the transaction, then close the window.
You should record the transaction ID number in case of any problems later.
You will the be returned to our "successful" payment page. You should then be able to view your account to confirm the transaction was successful, or you can return to "my.csu" to view your transcript or exit the system. If their are any problems you should contact us.
If your payment was not processed you will be returned to an "unsuccessful" page and your options explained.
What are the costs to use this system?
The cost will depend on who your Internet Service Provider is. The amount of data being downloaded for a set of transactions is minimal. The time taken to make a payment is only a couple of minutes. The cost of processing your payment in the "merchant system" is met by CSU.
Do you keep my credit card details?
Your credit card is processed through the Commonwealth Bank. For security purposes, CSU is not provided with any of your credit card details. We can access a "merchant" reporting site, but the credit card numbers are suppressed, ie we cannot view the credit card number.
What happens if the credit card owner challenges the transaction?
If the credit card holder challenges the legitimacy of the transaction, the bank will request us to provide proof we had authorisation to perform the transaction. Because this is a secure site and only you have the ability and authority to logon into your account details and this payment site, we will hold you responsible for the use of any credit card payment processed. If you made an overpayment you should contact us as soon as possible with the details and a refund will be organised. (see below). If you used a credit card without authority we will take all steps to prosecute you for civil and criminal liability.
What are the shopping carts for and why?
The use of "shopping cart" technology and these symbols are common practice on the web. Because of this we are using the same methods / principles.
The shopping carts are normally empty. The amount shown in the "Your Payment"
box is a default amount that is necessary to fully complete payment of that
individual charge. You can change the amount if you need to. When you click
on the "shopping cart" it will add the amount shown in the "Your
Payment" box to the total amount to be paid in your shopping cart.
This indicates that you have selected this item for payment. The amount shown has
been added to the total amount you are paying. You can change the amount and
"click" on the shopping cart again. This will adjust the amount being
paid in your "shopping cart" overall.
What are the "invoice reference numbers" for and why?
This is a unique number in our system. It allows us to put a reference against the transactions you are making so we can refer back to them and to enable the transaction to be identified in the bank's processing system. This prevents duplicate processing. It also matches the bank's "order number".
Who should I contact if a payment goes wrong?
If you make a payment that is incorrect you should contact staff in the Division of Finance, Accounts Receivable section. Their phone number is 02 6933 2337, their fax number is 02 6933 4099, however because of time zone differences, it may be preferable to email the details to them at webpayment@csu.edu.au.
What information should I send regarding the problem?
Send your name, student identification number, and contact details (ie a business hours phone number as it is easier to discuss the problem in person, if necessary) and details (send as much detail as possible, including reference numbers) of the error.
How long will it take to get a reply?
We aim to respond to all queries within 24 hours, however due to weekends, public holidays and time zone differences, this may take a little longer. Please direct enquiries to webpayment@csu.edu.au.