Rapyd Client Portal [Replaces Legacy SAGA Back Office portal]

NOTE: These device guides are for UK/Ireland-issued POS devices only. Check with your Rapyd Sales Representative before implementing.


Rapyd Client Portal is an information portal for Rapyd employees, partners and
direct merchants. It reports on transactions and settlements, and has been
designed to enable merchants and partners to be self-suficient, allowing them to
independently manage users and respond to disputes. Individual users can also
set up a notification for specific events, such as a new electronic document
becoming available. Notifications can be received via e-mail or as a notification in
the user interface.

The portal has different modules which can be enabled or hidden depending on
the needs of the user in question. Users can customize all of the module views to
show columns of data they prefer while hiding others, and organize them in the
order that is most useful.

Rapyd Client Portal is the replacement system for the legacy SAGA Back Office portal that was run on the Valitor acquiring platform. The new portal will provide a forum to provide new and exciting developments from Rapyd.


Rapyd Client Portal reports on transactions processed by the Valitor Acquiring
System (VAS). The journey of a transaction through VAS looks something like this:


You can:

➔ View the date funds were last transferred to your account
➔ View Copy/Retrieval Requests and Chargebacks
➔ See your merchant service charges for the previous month’s statement.


You can:

➔ Confirm deposits
➔ View batches and transactions
➔ View monthly statements.


It is the merchant’s responsibility to monitor for any Chargeback or Copy Request
via Rapyd Client Portal. Any item of this nature can be located within the
‘Exceptions’ section of the Rapyd Client Portal.

The transaction types associated to Chargebacks and Copy Requests are:

Copy requests (COPYRQ) – a request for information in respect to a
transaction e.g. a copy of the till receipt or proof of a cardholder’s
participation in the transaction. In normal circumstances, information can
be requested by the card issuer up to 13 months after the purchase date.
Merchants should respond to Copy requests within 7 days of receipt. If not
acted upon within set time limits, the card issuer can raise a Chargeback.
Chargebacks (CHABAC) - the transaction has been disputed by the
cardholder and charged back by the card issuer. The associated transaction
amount will be debited from the merchant’s account/settlement. The
merchant may wish to dispute the Chargeback and if so they should supply
supporting documentation as soon as possible and within 15 days. A
Chargeback can occur without a Copy Request having previously been
received from the card issuer.
Representments (REPR05/REPR06) – relate to a Chargeback that has been
rejected or responded to. This is generally the action taken upon receipt of
documentation from a merchant that is sufficient to dispute/defend the
Chargeback. Once the representation has been processed the disputed
amount is transferred back to the merchant account. Representments can
be chargeback again if the issuer believes they have a right, under Card
Scheme rules, to do so.
Arbitration/Pre-Arbitration – is an ongoing process for transactions that
have previously been charged back and then represented. The Acquirer and
card issuer can try to settle the dispute in Pre-Arbitration themselves. If this
is unsuccessful it is ruled upon by the Arbitration Committee of the relevant
Card Scheme.

All documentation in respect to Chargebacks and Copy Requests should be sent to


Details of any transactions reported as fraudulent by the card issuer can also be
found in Rapyd Client Portal under transaction type: Fraud reports (FRAUDR).
Reported fraud should also be monitored as excessive volumes can lead to
additional chargebacks and potential Card Scheme fines.


Rapyd Client Portal can be accessed through a browser, via the following link:


Google Chrome is the ideal browser for using the Client Portal.


  1. You will receive an email from Rapyd inviting you to the Client Portal. This
    must be activated within 24 hours, or it will expire.
  2. In the email, there is a Create Account link. Click on it and create your login,
    using the email address that received the email.
  3. You will be required to create a password. The password must be a minimum
    of eight characters, and include lower and uppercase letters, and at least
    one number. You will also need to set up two factor authentication for the
    user account as well.
  4. Once your account has been created, you can log in.
    It is a good idea to save the link to your Favorites, for ease of access in the
  5. The default home page depends on your access rights. You may see the
    payments page, listing all of the merchants you have access to view; or your
    own page, if you are a single merchant.
    You can change your Secure Login option under your account settings


  1. Navigate to the following link:
    https://dashboard.rapyd.net/ or use the Login link on the website.
    Screenshot 2023-07-27 at 3.26.13 PM

  2. Key in the Email and password that you set when you created your account.


If you wish, you can change the language at this screen by clicking on the small icon in the top right hand corner and selecting from the drop down list of available languages. This will not change the default language. Once you have logged in, you need to change that in your default settings.

  1. Your default start page is displayed.


You can change your default language.


You can change your default language, as follows:

  1. Click on the box in the top right corner of the screen.
  2. From the drop-down menu, select the language you want
  3. The Client Portal will now update your preferences


This will not affect any other users.


You can change your Client Portal password at any time.

  1. Click on your name next to the language drop-down.
  2. From the drop-down menu, select the pencil icon.
  3. Click on the pencil icon next to “Password” and the Password window will appear. Enter your current password, and your new password.


The password must be a minimum of eight characters, and include lower and
uppercase letters, and at least one number. You can also change your setup
for two factor authentication for the user account as well in the User

  1. Repeat the new password and click on Confirm.


If you have forgotten your password in the Rapyd Client Portal, it is very easy to
request a new one.

  1. Navigate to the Client Portal login screen using the following link:
  2. Beneath the login window, click on “Forgot Password?”.
  3. The Reset Password is displayed, prompting you for your login email.
  4. Complete the details and click Reset password.


If you want to cancel the process, click on the back arrow in the browser.

  1. A new password will be emailed to the address.


When you have finished working in Rapyd Client Portal,
you can log out as follows:
Click on your name next to the language drop-down…
From the drop-down menu, select Sign out.


The following modules are available in Rapyd Client Portal, although you may not
have access to them all.

Payments. The Payments module provides an overview of payments to
merchants – including the bank account information, scheduled payment
date and the actual payment date after it has been executed. You can see
when the payments were scheduled and paid, filtering by date, amount,
merchant etc. You can also see a breakdown of the gross & net settlements
and the total fees paid.
Terminals. The Terminals module shows a list of all active or inactive
terminals registered to the account in question providing information about
the DBA name, MCC code and country in which it is registered.
Merchants. This module is designed specifically for Partners, and shows
general information such as SSN, contact information and DBA name
overview for merchants belonging to them.
Agreements. The Agreements module displays a summary of agreements
that you are permitted to view. It includes the total amount of settlements
which have yet to be paid, or, if in a negative balance, how much is owed. You
can also view rolling reserve amounts and percentages.
Settlements. All transactions taken on the day will be batched together as a
‘Settlement’ and processed the next day. The Settlements module shows a
settlement breakdown with payout amount, type of settlement (Mixed,
Credit, Debit, ISS or NNS), fees and other information pertaining to the
Batches. The Batches module displays detailed information on batches
connected to a merchant account. It can be a quick way to see how many
transactions were processed on a specific day. However, you should note,
some days will have multiple batches.
Transactions. In the Transactions module, you can see detailed information
about all completed transactions processed through the terminal, including
the exact time when the transaction took place.
Exceptions. The Exceptions module shows all chargebacks, reversals, fraud
reports and copy requests.
Users. The Users module allows you to create and manage user access to
Rapyd Client Portal for your employees.
Electronic documents. Once an invoice or statement is created in Navision,
you can view it in PDF format in Rapyd Client Portal, or forward it by email. This
is especially convenient for providing accountants with any required
Outlets. In the Outlets module, you can view an overview of all of your
outlets, or branches, including terminals associated with them.


Merchants must respond to exceptions within seven days of it appearing in Rapyd
Client Portal, so it is a good idea to use the exceptions tab on a regular basis. It is
the merchant’s responsibility to manage any exception requests received into the
portal. However, the Support desk is available for assistance if necessary.


When you first log in, you will see your default Start screen. You can navigate to any
other screen you are allowed to view very easily.

  1. Click on the arrow icon in the top left hand corner of the screen.
  2. A slide out menu will show you all of the screens you are allowed to view.
  3. Click to select the one you want.


As well as filtering data, you can choose the nature of the information that is
displayed about that data - the columns that are displayed on the screen, and the
order in which they are displayed.


Rapyd Client Portal displays potentially huge amounts of information, and you may want to filter it to the details that are most relevant to you at the time.
All screens have a Filter pane, with fields that are relevant to the screen. Complete the fields, and click on the Filter Funnel icon at the top of the pane to apply the filters.
To clear the filters, click on the “Clear All”.


You can filter on columns that are hidden from view.


Rapyd Client Portal captures and reports huge amounts of information, some of
which may not be relevant to you. To ensure that the display is displaying only and
all of the data that you want to view, you can choose which columns to show, and
which to hide in your display.


These changes are saved for the next time you visit the screen, and are only saved
for your login. They will not affect any other users.

To choose specific columns, take the following steps:

  1. Display the screen you want to view.
  2. Click on the Columns button at the top of
    the window.
  3. The columns will differ depending on the screen you are looking at.
  4. Click to select/deselect the columns you want to view. If you want to view them all,
    you can click the Select all button at the top of the window.


Some screens have a lot of possible columns, and you may not be able to see them
all if you are working on, say, a laptop. If this is a problem, reduce the zoom settings
in your browser to, say, 80%, to shrink the size of the screen display.
When you have finished, click “Apply”.


You can change the order in which they are displayed on the screen, from right to
left. You may want to do this so that the most pertinent information is always
visible on your screen, or to make it easier to compare data in different columns.


These changes are saved for the next time you visit the screen, and are only saved
for your login. They will not affect any other users.

To do so, take the following steps:

  1. Display the screen you want to view, if it is not already displayed.
  2. Click on the Columns button at the top of the window.
  3. Then click and drag the column to its new position.
  4. Click “Apply” to see the final result.


Not all columns will be relevant for you as a user, so it is best to identify which you
will use for your reporting and then arrange them in an appropriate format so you
can also export these to an Excel document.


You can change the order of the information displayed in the columns by clicking
on the column heading. The default sorting order is on the first column, in descending order.

By clicking on this column heading, you will reverse the order. You will see a small
arrow to the right of the column name indicating the order of the sort.

Clicking on another column will make that column the sorting priority (indicated by the small arrow to the right of the column title), and clicking on it again will reverse the sort order.


If you want to know more about how to use any of our products, go online to https://rapyd.net.


If you have general queries, contact Customer Support, on 0808 204 0349. For
Republic of Ireland customers, it’s +44 808 204 0349

To talk to Technical Support, call 0808 204 0347. If you are in the Republic of Ireland,
call 01653 3901.

If you would like to speak to one of the Sales team, call 0808 204 0343.