iCG Transition to Secure Web Pay FAQ

Modified on Wed, 17 Sep at 1:58 PM

Here you can find FAQs with general information about Dex.

Support Guide

What is Dex?

Dex is Forte’s cloud-based, unified payments platform that helps you:

Increase operational efficiency.
Streamline payments management.
Monitor transactions in real time.
Manage disputes and chargebacks.
Access robust reporting and analytics.

? Learn more:

How can I access Dex?

Log into Dex here: https://console.forte.net/login

How do I register my account in Dex?

Follow these guides:

Note:

Invitations are sent from dex@forte.net and expire in 8 days.
Check your spam/junk folders if you don’t see your invite.
Accept and register as soon as the invite is received.

Transaction Statuses in Dex vs iCG

ACH Status Cycle

Ready → Settling → Funded / Rejected / Unfunded
Ready: Approved and queued. Can be voided at this stage. How to Void
Settling: Sent to ACH network, processing. No changes possible.
Funded: Completed successfully.
Rejected: Returned by bank (see R-code for reason).
Unfunded: Previously funded transaction was reversed (e.g., chargeback).

? Comprehensive Return Codes List

Note: For ACH Credit: cycle is Ready → Funded, but "Funded" means sent to merchant’s bank—it does not guarantee customer received funds.

Credit Card Status Cycle

Ready: Approved and queued (can be voided).
Settled: Completed successfully.

U-Codes (Declines)

“U” codes explain why a card transaction was declined.
? Full Code List

Transaction Time Zone

Dex displays all data in PST (iCG displayed in EST).
Currently, timezone customization is not available.

Reconciling Transactions & Deposits

Use Reports Module → Virtual Terminal Reports:

Deposit Summary Report: Matches totals with bank statement.
Deposit Detail Report: Breaks down transactions in each deposit.

? Dex Transaction Data Points
? Reports Documentation

Chargebacks & Disputes

Credit Card Disputes: Contact your card processor.
ACH Chargebacks: Appear as Returned transactions.

Use Return Detail Report or Transactions Module to filter by status = Returned/Unfunded. Look for codes R05, R07, R10, R29 (chargebacks).

? Return Codes Reference

Adding Transactions

Guides:

Deposits / Funding in Dex

Use Funding Module → Search by Funding Reference ID.
Prefixes indicate type:

ACH: Net ACH Funding.
ACHD: ACH Debits.
ACHC: ACH Credits.
UNFD: ACH Debit Returns.
UNFC: ACH Credit Returns.

? Comprehensive Funding Guide

Email Receipts & Notifications (Customer-Facing)

Dex allows merchants to configure automated email notifications for transactions. These can go to customers, merchants, or both.

What Can Be Sent

Approved transactions → Customer receives a payment confirmation receipt.
Declined transactions → Customer receives a decline notice with basic details.
Merchant notifications → Alerts you when payments are approved, declined, or disputed.

Setting Up Customer Email Receipts

Go to Settings → Notifications in Dex.
Choose event type: Approval, Decline, or Both.
Select recipient(s):
- Customer only
- Merchant only
- Both
Save changes.

? Guides:

Customization

Merchants can add their logo, business name, and support contact details to email receipts.
Limited customization of message body is available to ensure compliance.
Emails are sent from dex@forte.net. Consider whitelisting this address.

Troubleshooting

If customers report not receiving receipts, confirm email notifications are enabled in Dex.
Ask customers to check spam/junk folders.
Ensure the customer provided a valid email during payment entry.

Voiding Transactions

Can only void in Ready status.
ACH: Will not post to bank.
Credit Card: Not included in settlement batch (authorization may still show temporarily).

? How to Void in Dex

Reversing Transactions

Used for funded/settled transactions.
Creates an offsetting debit/credit (refund or charge).

? How to Reverse in Dex

Payment Portal Updates (SWP)

Update SWP settings under Location → SWP in Dex.

? SWP Customization Guide

Important: Anytime you change SWP settings, generate and update your website code.

SWP vs Dex

Dex: Admin & reporting hub.
SWP (Secure Web Pay): Hosted payment solution for customers.
Controlled entirely via Dex settings.

? This expanded guide gives more detail on email receipts and notifications, ensuring customers know what to expect, merchants know how to configure it, and troubleshooting steps are included.

Would you like me to also design a clean "Email Receipts Quick Guide" one-pager (separate from the full FAQ), so merchants have a lightweight version they can easily share with staff?