Frequently Asked Questions (FAQs) about our secure web payment site
- 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?
- 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?
You will need your CSU login ID and password to access CSU's secure online payment site. These are known only to you. Once you enter the site you are in our secure website environment and any data submitted within the site is encrypted and protected by firewalls and proxy servers to prevent unauthorised access to this area.
Can you give me a brief run through of the overall payment process?
There are two pages on our secure payments site where you can make payments. The first page (landing page) allows you to select and pay for items currently showing on your account. The second page is linked to the first page and is for making payment for items which are not currently displayed on your account e.g. up front HECS payments or ordering a transcript etc.
DO NOT SELECT "View or PAY for Cart contents" before you select items to pay
The links to select the individual items you wish to pay are located in the middle of the page. The different links start with "View and pay ...". To select one of these, click on the description.
Then you can either 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, or 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. As you add items to your cart "The Total Amount for the items in your Cart" will increase.
The "Your Payment" box is the amount you are paying for that individual charge. You can change the amount if you wish e.g. 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.
When you have finished selecting the items you are paying, select "View or PAY for Cart Contents". You may need to scroll down to the bottom of the page to see this. This link 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 page" 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. Depending on the number of items you are paying for, you may need to scroll down to see this button. This will connect you with the secure payment website. You enter your credit card details, check the email address that is shown and change if necessary. You may need to scroll down to see your email address and the continue button. Click the "continue" button and your payment is processed.
You should record the Internet Payment ID number in case of any problems later.
The final part of the payment process is when you will be taken to a "Your Payment was successful" page.
DO NOT CLOSE YOUR BROWSER UNTIL YOU SEE THIS WINDOW. IF YOU DO, YOUR PAYMENT MAY NOT BE PROCESSED CORRECTLY.
From that page you can click on the links to view your account to confirm the transactions, return to student.csu, view your transcript or exit the system.
If your payment was not processed you will receive a message indicating that your payment was unsuccessful which explains your options.
What are the costs to use this system?
The cost will depend on your Internet Service Provider. The amount of data being downloaded for a typical set of transactions is minimal. The time taken to make a payment is only a couple of minutes. Any merchant credit card processing fees are borne 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 i.e. 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, our 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 to logon into your account details via this payment site, we will hold you personally 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 . If you used a credit card without proper 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. You can also click on the red shopping cart beside an item and it will remove this item from your cart value.
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 and it also enables us to identify your transaction in our bank's processing system. This prevents duplicate processing.
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, Revenue Services section. Their telephone number is 02 6933 2337 and their facsimile number is 02 6933 4099, however because of time zone differences, it is preferable to email the details to them at webpayment@csu.edu.au.
What information should I send regarding the problem?
Your email should include your name, student identification number and a business hours telephone number, as it is easier to discuss the problem in person. Please also include details of the error, including as much detail as possible and any reference numbers.
How long will it take to get a reply?
Email messages should receive a response within 24 hours, however due to weekends, public holidays and time zone differences, this may take a little longer. If the matter is complicated, our reply should advise what is being done to rectify the problem along with an estimate of the time required to resolve the matter.
Please direct enquiries to webpayment@csu.edu.au.