The Pennsylvania State University - Administrative Information Services, a unit of Information Technology Services

General Frequently Asked Questions (FAQ)

Who is currently using AIS eCommerce services?

AIS eCommerce services are available to and utilized by a wide array of customers, including students, faculty and staff, and the general public. Below are some of the exciting eCommerce sites that are currently accessible.

  • The eLion Student Account now automates the collection of tuition in a convenient, customer-friendly manner.  After logging into a secure website, students can make tuition payments using a credit card.
  • Transcripts can be ordered and paid for through The Office of the University Registrar's Web site.
  • Students enrolled in the World Campus can pay course tuition and access financial aid services online.
  • The Office of Undergraduate and Graduate Admissions accepts online credit card payments from prospective students who apply for admission to Penn State via the Web.
  • Golf enthusiasts can purchase various items from the Penn State Golf Shop.
  • Visitors to the Palmer Art Museum can purchase postcards using AIS eCommerce services.
How do I know that ePay is a secure environment?

In a secure environment, such as ePay, you will be able to see a closed lock in the bottom tool bar of your browser window. Also, the url of secure environments will start with https:// instead of the normal http://.

Are credit card numbers stored on the eCommerce server after a transaction?

The credit card numbers are stored in an encrypted format. The storage and format of credit card numbers comply to the VISA Cardholder Information Security Program. The first and last four digits are displayed for use in transaction inquiries.

Will I receive a receipt for my transaction?

Yes. After a transaction is complete, an online receipt confirming your purchase will appear in the browser window. This receipt can then be e-mailed to any valid e-mail account.

Do I need a Penn State Access Account to order from the eStores?

No. Only a valid e-mail address is needed.

How do I join eStores as a customer?

In the first release of eStores, there is no customer registration. You will need to supply your information for each individual order. Registration will be available in later releases.

Can debit cards be used in the PSU eCommerce systems?

A debit card can be used if the issuing bank card allows you to use it like a Visa/Mastercard. At this time, The PSU eCommerce systems do not have the capability to collect a PIN number for true Debit Card transactions.

There was a computer glitch when I submitted my ePay transaction for authorization. How do I know if my ePay transaction was successful?

The ePay Payment History page will list all the successful authorizations for your merchant account. If your transaction is not listed here, you can select the Troubleshoot button from the ePay Payment History page. The Troubleshoot Page will list all successful and failed transactions with their corresponding reference code.

I am having problems processing transactions with the eCommerce system. What should I do?

Communications of an URGENT nature (i.e. problems with credit card processing, or an issue requiring an immediate response from one of the eCommerce team) should be directed to the AIS Support Center.

If the question is of a GENERAL nature, that does not require an immediate response, please direct to eCommerce@psu.edu. One of our trained eCommerce staff will promptly acknowledge your request.

Although we continue to encourage direct communication with our customers, the above process will ensure that both your urgent and general questions/requests are routed to the proper eCommerce staff member on duty, with a prompt response for you, our valued customers.

My department wants to get started with eCommerce. Whom should I contact?

Please direct any inquiries to eCommerce@psu.edu. One of our eCommerce consultants will contact you shortly.

How do we create a professional e-mail address for use with eCommerce?

There are many benefits to having a professional looking e-mail account alias appearing on your eCommerce receipts.

  • It adds professionalism to the products or services you are providing
  • It ensures that customer service requests/questions get directed to more than one person in your department

If you would like a professional e-mail address to include on your eCommerce (ePay) receipt. Please follow the steps below:

  1. Create a listserv account
    • For more info on creating listserv accounts, see http://lists.psu.edu/
    • You can add one or more recipients from your department to receive e-mail delivered to this listserv
    • For example, l-ecommerce-customerservice@lists.psu.edu would be created. The e-mail addresses of the eCommerce Customer Care Team would be added as subscribers to this list. Any e-mails sent to the listserv would be forwarded to each subscriber on the list.
  2. Create an e-mail account alias
    • The e-mail account alias is the e-mail address that you would like to have appear on the eCommerce receipt page. For example eCommerce@psu.edu.
    • To request an e-mail account alias, send an e-mail to accounts@psu.edu requesting:
      • A new e-mail account alias with the name you would like for your e-mail account
      • Redirect all mail from the account alias to the listserv you created above
  3. Forward your new e-mail account alias to eCommerce
    • After the accounts office has confirmed your new account, send an e-mail to eCommerce@psu.edu requesting the new e-mail account appear on your ePay receipt. Please be sure to include your department or eCommerce account name in your request.
How do we return our rented Point of Sale (Credit Card) Terminal?

You will need to e-mail Dave Marshall with your intention to return your Credit Card Point of Sale terminals. Please include your Merchant Name and Terminal (Merchant #) and copy your unit's Financial Officer on the e-mail. Dave will then arrange to have our credit card bank processor provide you with instructions on returning your terminal.

What browsers are compatible with eCommerce?

Please see eCommerce Browser Compatibility on the eCommerce homepage.

Content Questions: Aaron Hofelt | Support Questions: AIS Support