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Frequently Asked Questions

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What is E-Commerce?

E-lectronic commerce, or Internet commerce, is much like traditional brick-and-mortar storefronts. The major difference lies in how the payment is processed. Unlike traditional commerce, the online customer presents a payment by filling out a form on a web page. Each payment type is processed by sending data over the Internet.

What are the accepted payment methods?

DukePay currently accepts credit cards, Duke Flex Card, and electronic checks. Accepted credit card types (Visa, MasterCard, Discover, American Express, etc.) will vary by Duke department. Debit cards issued by Visa or MasterCard are acceptable forms of payment in DukePay. The technology does not yet exist for entering your debit card PIN # over the Internet, therefore, you enter your debit card just as you enter a typical credit card.

Wire transfers are not offered as a payment option via DukePay. A wire transfer works the same as using the electronic check option, therefore you may use the e-check option to transfer money from your checking account. If donors desire sending a traditional wire transfer, they should contact their bank to initialize the transfer.

How are credit card and/or e-check transactions processed?

Credit cards must be authorized before they are accepted. In a traditional store, the merchant runs a card's magnetic strip through a card reader, and sends the information over dedicated lines to their card processing center. An authorization reply is returned within seconds. With Internet credit card sales, the customer types the card data and the online store sends it by Internet connections to the same card processing center as the traditional store. The authorization reply returns within seconds, and the customer is notified whether or not the card can be used for the sale.

Customers who have previously purchased goods or services with a credit card will find the e-check data input process very familiar. The customer is asked to provide the Magnetic Image Character Recognition (MICR) exactly as it is printed on the check. The data that the customer supplies is screened and analyzed using proprietary databases, algorithms, risk management resources and other databases. The data is then checked against a complex set of credit profiling, fraud control and validation rules. The process results in a validated or declined transaction. In a real time environment, checks typically take only less than a second.

Can I pay using an international credit card?

Yes. DukePay will accept your international credit card as long as it carries the Visa or MasterCard logo.

When will my payment clear or post to my bank account?

Once your payment is authorized by the DukePay system, your electronic payment amount is reduced from the available credit limit for that account immediately. The final transaction usually clears or posts to your account within 24-48 hours.

Am I responsible for reporting billing discrepancies?

Yes. Please notify the Duke department you are transacting with immediately if you have any questions regarding your DukePay transaction. In many cases, if there is a problem, the Duke department representative can more expeditiously correct the issue, rather than you contacting your bank, which could take several weeks to research.

How do I report a problem with the DukePay payment system?

Please notify the DukePay support team by submitting a Help Form, or by calling 919-684-2200. Please include the following information:

  1. The action you were performing before the error occurred. Please be as specific as possible; if possible, try to provide exact error message text.
  2. Did the system prevent you from doing something you thought you should be able to do? Please explain.
  3. Your contact information. A Duke representative may need to contact you to help resolve the problem.

How do I enable Javascript on my browser?

Follow the steps below to make sure your browser has Javascript enabled.

For Microsoft® Internet Explorer 6.0:
To change your security settings:
1. In Internet Explorer, on the Tools menu, click Internet Options.
2. On the Security tab, select "Internet" from the "web content zone", then click the "Custom Level..." button in the Security level section.
3. Scroll down until you reach the "Scripting" section. Under "Active scripting", make sure the "Enable" radio button is selected. Click the "OK" button.
4. If you are asked if you want to change security settings, select yes. Click on "OK".

For Netscape 7.1:
1. Open the Edit menu and choose Preferences.
2. Under the Advanced category, click Scripts & Plugins. (If no subcategories are visible, double-click Advanced to expand the list.)
3. The Scripts & Plugins preferences panel allows you to control how JavaScript and plugins is used in Netcape: In the section "Enable JavaScript for", select the checkbox for "Navigator" to turn JavaScript on.

My corporate firewall will not allow access to DukePay. What are the alternate payment procedures?

If you are having difficulty processing payments using DukePay, you could be experiencing local area network problems and should contact your network administrator. To arrange for an alternate payment method, you should contact the Duke department you are transacting with directly.

FAQ | Help | Security