Zai’s enhanced card processing platform. Customer FAQs

Zai is committed to ensuring our customers have access to seamless and secure digital payment solutions. To deliver on this capability, we have partnered with a global card acquirer.

As part of this partnership, we'll be transferring current card transactions to our new card acquiring partner. The below FAQs have been compiled to help you, our customer, during this transition. Rest assured, our developer teams have been working behind the scenes to ensure there's no effort or resource requirements on your side.


How is Zai enhancing its card processing platform?

As the payments landscape evolves, we're committed to delivering a card payment solution that best suits the needs of our customers in Australia and beyond. To ensure Zai could deliver this capability, we have partnered with a global card acquirer who has the technology and experience of processing 40+ billion transactions and USD$1.7 trillion in payment volume annually.

What benefits will my business see as part of Zai's new partnership?

Zai is committed to delivering frictionless card payment solutions for your business. As part of our new card acquiring partnership, we'll be rolling out a wide range of features to support the evolving Australian landscape, to allow your business to provide a seamless end user payment journey. From 3DS2, Network Tokenization to Apple Pay and Google Wallet acceptance. We've got exciting plans!

How does my business avail of the new benefits?

Zai must first transfer all PCI-compliant stored card data from our current card token service provider to our new acquiring partner. There's no technical changes or requirements from your perspective for this stage.

Following the initial transfer stage, the way your business accepts card transactions will stay the same. Technical changes will only be required if you decide to adopt new card features, i.e. 3DS2, Apple Pay, Google Wallet.

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Transfer plan details

When is the transfer scheduled to happen?

The transfer will take place between December ‘22 - Feb ‘23. It'll be carried out in a controlled and phased approach to minimise disruption and to ensure Zai’s support team are on hand for your business. We'll be in contact to discuss your exact switchover date. There's no technical changes or requirements from your perspective.

What do I need to do in advance of the transfer date?

There's no action required from your side. We'll be in contact closer to the scheduled transfer date. Please report any anomalies you may experience pre, during or post-transfer to your account manager to ensure the required action is taken.

Do I need to make any technical or API changes?

No, you don’t need to make any technical changes initially. Our developers have been working on Zai's backend, to minimise effort and disruption from your perspective. Technical changes will only be required if you decide to adopt new card features included in the Zai product roadmap.

What’s involved with the transfer?

All PCI-compliant stored card data on Zai's current card token service provider will be transferred to the new token service provided by our acquiring partner. Encrypted tokens are secure and adhere to PCI DSS rules. Tokens will be transferred to Zai’s new acquiring partner in a secure PCI DSS compliant manner.

Will there be a change to how tokens are created?

Currently, our token service provider permits the creation of multiple tokens for the same card. As part of our new card acquiring partnership, we’ll be moving to ‘network tokens’. Network tokens are a new way to process card payments that help keep payment data more secure while increasing authorisation rates.

How do network tokens work?

The primary account number, or PAN, is tokenized into a single network token. Payment networks like Visa and Mastercard maintain these network tokens, so they stay current, even if the underlying card data changes due to a customer losing their card, for example.

How will the token transfer work?

We begin by creating a single unique network token for each card in your ecosystem. This involves performing a $0 verification call (or low value, depending on the card issuer) to confirm the card is valid and active. For most cardholders, this verification call won’t be visible. Depending on the card issuer, some cardholders may see evidence of the low value verification call. The call is automatically voided shortly afterwards, and the evidence will disappear from a cardholder’s statement.

Not all existing tokenized cards within your ecosystem will be verified, as some may be old or dormant. For unverified cards, the cardholder will be prompted to provide new card details when they attempt to transact. 

Note: you can continue to use the original Zai card account ID.

What happens to the Zai card account reference?

The card account you currently use to identify in our ecosystem will remain unchanged. In our backend, the card account reference will be linked to the new token from our new acquiring partner.

Will there be any changes to decline response codes?

Decline response codes will be updated in our documentation. Response code numbers are typically universal across networks. The descriptive text may vary. We encourage you to link any logic to the numeric response code, rather than descriptive text. A link to common error messages can be found here

Will there be any downtime?

No downtime is expected. Our account management and technical teams will be on-hand to monitor your card transactions during the migration time.

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Post transfer stage

What changes will I see for card payments?

The way American Express, Mastercard and Visa card payments are processed is unchanged. Zai has been working behind the scenes to ensure there are no changes or integration work required from your perspective. 

Note: The prefix for the cardholder statement descriptor will change to ZAI*. This is outlined in your updated Platform Service Agreement.

Is there an impact on my settlements?

No, there'll be no impact on your settlements.

How will refunds and chargebacks work after the transfer is complete?

Our Zai developers have been working to ensure there are no changes to refunds and chargebacks. To ensure a smooth transfer, we've developed intelligent logic to support refunds and chargebacks on our current provider as well as our new acquirer’s platform simultaneously. Because of this logic, Zai customers will process refunds and chargebacks as normal.

Does my Operations team require training before or after the transfer?

We’ve designed the transfer plan, to ensure there were no changes required on your end. As there are no changes to how you currently interact with Zai's payment platform, your Operations team doesn't require training. If your Operations team has questions, please send them through to your Account Manager, who'll be more than happy to help.

I use the Zai Dashboard today. Will that change?

No, there'll be no impact to the Zai Dashboard.  How you log-in and interact with the Zai Dashboard won't change.

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Zai agreement changes

Will there be a change to my agreement with Zai?

Yes, there have been minor changes to your Platform Services Agreement (PSA) to reflect terms related to the new card acquirer. All impacted customers received a communication with an overview of the updated PSA. The PSA is available in full on our website.

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Support contact information

Who do I contact if I have questions?

Your first point of contact is your Account Manager, who'll be on hand to answer any questions you may have. You can also contact:

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