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Preview Features: MOTO

MOTO stands for Mail Order / Telephone Order.

In TrustistTransfer, MOTO lets an approved merchant take a card payment when the customer gives their card details over the phone. The merchant enters those details into a secure hosted card form.

MOTO payments are card payments, not open banking payments. Card payment fees apply.

MOTO is a preview feature, so it is not available on every account by default. It must be enabled for your merchant account by TrustistTransfer.

When to Use MOTO​

Use MOTO only when the customer cannot complete the payment themselves through a normal PayLink or online card payment.

For example, MOTO can be useful when:

  • a customer is paying over the phone
  • the customer cannot access a PayLink
  • your team needs to take the payment while speaking to the customer

For most remote payments, we recommend sending the customer a PayLink instead. A PayLink gives the customer more control and adds extra protection to the payment.

Before You Start​

To use MOTO, you must have:

  • card payments approved on your TrustistTransfer account
  • MOTO enabled on your merchant account
  • permission from the customer to take the payment
  • the exact amount the customer has agreed to pay

If you do not see the MOTO option, it has not been enabled on your account.

Important Security Rules​

MOTO payments carry a higher risk than normal card payments because the customer is not completing the checkout themselves.

When taking a MOTO payment:

  • only enter card details into the secure TrustistTransfer card form
  • do not write down, save, screenshot or store card details
  • do not ask customers to send card details by email or message
  • if calls are recorded, pause or mute the recording while card details are being provided
  • only take the agreed amount
  • keep a note of what the customer agreed to buy, but never record the card details

How to Take a MOTO Payment​

  1. Log in to TrustistTransfer.

  2. Go to Take Payment.

  3. Enter the payment amount.

  4. If needed, switch to the detailed payment view and add any extra details, such as:

    • customer details
    • payment description
    • VAT rate, if VAT settings are enabled

  5. Look at the payment button.

    If the button already says Card MOTO Payment, you can continue.

    If the button says Standard Payment, select the dropdown arrow on the right-hand side of the button and choose Card MOTO Payment.

  6. Select Card MOTO Payment.

  7. TrustistTransfer will create the MOTO payment and open the secure card payment form.

  8. Enter the customer’s card and billing details exactly as the customer provides them.

  9. Submit the payment form.

  10. Wait for the payment result before ending the call or confirming the payment has been accepted.

What the Customer Needs to Provide​

The customer will need to provide the card and billing details shown on the secure MOTO form.

This usually includes:

  • name on the card
  • email address
  • card number
  • expiry date
  • CVC or security code
  • billing address
  • billing postcode
  • billing country

The billing details should match the address held by the customer’s card provider.

What Happens After the Payment​

If the payment is approved, it will appear in your transactions as a card MOTO payment.

MOTO payments are normally authorised first and captured later. The usual auto-capture period is 5 days, unless your account has been configured differently.

This delay gives you time to void the payment if there is a problem before the money is captured.

Once the payment has been captured, it will follow the normal card payment settlement process.

Voiding a MOTO Payment​

If you need to cancel a MOTO payment before it is captured:

  1. Go to your transactions.
  2. Open the payment.
  3. Select Void Payment, if the option is available.

You can only void a payment while it is still awaiting capture. Once a payment has been captured, it cannot be voided in the same way and will need to be handled through the normal refund process.

Should I Use MOTO for Every Card Payment?​

No.

MOTO should only be used when it is genuinely needed.

For most payments, especially where the customer can use their own device, you should send a PayLink instead. This is usually safer for both you and the customer.

If the MOTO Option Is Missing​

If you cannot see Card MOTO Payment:

  • check that card payments have been approved on your account
  • check that card payments are enabled in your settings
  • check that your card payments have not been suspended
  • contact TrustistTransfer support and ask for MOTO to be enabled

Need MOTO Enabled?​

Email the team at:

customerservice@trustisttransfer.com

Please include a short explanation of how you plan to use MOTO, for example whether you will be taking payments over the phone and what types of payments you expect to process.