Q. Who are Sage Pay?

A. Sage Pay is the fastest growing independent payment service provider (PSP) and is a division of business software company Sage, one of the UK’s most trusted business brands. We process over 4 billion secure payments each year, for over 30,000 + UK businesses of all sizes. They all rely on Sage Pay to keep their money moving and help them to tackle online card fraud, ensuring that the payment process is safe and easy for you — their customer.

Q. Is it safe to shop online

A. By using Sage Pay, Wonderland Models is ensuring that your card details are not compromised. At Sage Pay we encrypt every transaction to the highest global standards. Our secure systems are scanned and audited regularly by one of the world’s leading Qualified Security Assessors (QSA) so that you can be confident about using them to make a secure payment online.

Sage Pay also automatically provides Wonderland Models with fraud prevention tools — what that means for you is that if your card has been compromised somewhere else, our e-tailers are using technology that will help to prevent your details from being illegally used on their own site.

Q. How do I know if my payment has gone through when purchasing online?

A. When you pay for your online order you will be sent to either a successful payment page, which will notify you that your payment has gone through, or a failed payment page advising you of the step you will need to take and/or the reason why your payment failed. You may also receive a confirmation email from the Sage Pay system which confirms the status of your transaction or this may come from the website directly.

If you are in doubt about the status of your order or have any questions about your payment, please contact the Wonderland Models with all the relevant details and they will be able to advise you of your order status.

Q.How do I know my details are secure when shopping online?

A. Sage Pay is audited by an independent auditor on a regular basis to ensure that we comply with the latest security standards set out by Visa and MasterCard. If you have processed your order online using the payment pages hosted by Sage Pay, please locate and click on the padlock image which can be found on our payment pages to confirm that your details are collected in a secure environment.

The padlock is located in a different area of the payment page screen depending on the internet browser you are using – it can normally be found in the bottom right hand corner of the screen, at the top of the screen next to (or inside) the address bar or at the very top right hand corner of the screen. This padlock shows that your details are collected using 128 bit SSL technology.

Once you have entered your card details, Sage Pay will securely send these details to the bank to be authorised. This is a completely secure process and we ensure that your details cannot be accessed by a third party.

Q. Why has my card been refused?

A. If you receive the message "Authorisation on that payment type has been declined by the bank" your card has been declined by your card issuer. Sagepay does not generate this message, and you will need to contact your card issuer to find out why your card has been refused. You should check you have entered the following correctly:

Expiry Date

Valid From Date

Issue Number etc.

Your card issuer may inform you that they have authorised the payment, but are awaiting an authorisation code from the merchant. This is known as a referral and cannot be authorised for online payments. In this case, you should try your card again or use a different card.

Q. My credit card has been rejected by your system as it is the wrong length / the issue number is incorrect?

A. The Sage Pay system is updated regularly to ensure that our system has the all the latest Bank Identification Numbers (BIN).

Our payment gateway uses a universal algorithm, to validate cards numbers that will detect and reject any card number which is incorrectly formatted. If you believe that our system should accept the details you are entering, please contact us with the first 6 digits of your card number and we will be able advise you further.

For a list of the most popular Bank identification numbers, please visit the following link:


Please note that this list above may not accurate or up to date and is provided as a reference only.

Q. I've received an error code, what should I do?

A. The error codes and messages allow us to identify what exactly happened and where about in the payment process this error occurred.

If you receive an error anywhere within the payment process, we would recommend that you first contact Wonderland Models to check to see whether your transaction has gone through and been successfully authorised.  They may also be able to provide you with more information on what happened.

Alternatively, if you receive an error code during the transaction process, you can email this code and details of what occurred to support@sagepay.com where we will be able to advise you on how to proceed.

Q. Is Sage Pay PCI DSS compliant?

A. Sage pay is audited annually under the Payment Card Industry Data Security Standards (PCI DSS) and is a fully approved Level 1 payment services provider, which is the highest level of compliance. We are also active members of the PCI Security Standards Council (SSC) that defines card industry global regulation.

Q. Where can I find the padlock on the payment page?

Depending on the internet browser (and the version of the browser) you are using, the location of the padlock will vary.  It can normally be found in the bottom right hand corner of the screen, at the top of the screen next to (or inside) the address bar or at the very top right hand corner of the screen.

If you are using a MAC Browser then the padlock will be situated in the top right of your browser.

If the company that you are trying to purchase the goods from are using Sage Pay and you are unable to locate the padlock, then you will need to click on the padlock around the bottom of the payment page. This will help your browser to detect that the page is secure and thus display the padlock in your browser.

If you have any more questions on this and the securtiy of the website your are purchasing from or the payment page itself, then please contact either Wonderland Models or us.

Q. What is 3D Secure Authentication?

A. 3D Secure stands for 3 Domain Secure. There are 3 parties involved in the 3D Secure process which are:

•   Wonderland Models
•   The Acquiring Bank
•   Visa and MasterCard

3D Secure is a culmination of Verified by Visa (VbV) and MasterCard Secure Code (MSC). It is the latest fraud prevention initiative launched by card schemes as a more secure method for authenticating the shopper at the time of the transaction.  


Once you have entered your card details on the Sage Pay payment page you will be prompted on the confirmation page to register your card for 3D Secure (if you have yet to do so) or proceed with the transaction and enter your 3D secure password. Please be aware that the format of the 3D secure password may vary between banks.

If you have yet to register for 3D Secure with your card issuing bank, you will be passed through the following three stages (the stages below are an example and may vary):

If you have already registered your card, you will be redirected to the 3D Secure authentication page to enter your password. This page will differ depending on the card being used as the page is hosted by the card issuing bank:

Once you have submitted your password the transaction will continue with the authorisation process. You will then proceed through the transaction process and either be directed to your success or failure page.

For further information about these schemes please visit the following URL's: 




Q. How do I obtain a refund?

A. Sagepay provides the online payment system for the Wonderland Models website. However, we aren't able to authorise a refund because we aren't the owner of the website you are ordering from. You will need to contact Wonderland Models directly to obtain a refund.

Q. I have placed an order and my payment went through Sage Pay but I have not received any goods/services?

A. Sage Pay is an online Payment Service Provider allowing Wonderland Models to accept card payments through their website.  We process payments on behalf of Wonderland Models and make sure that your transaction details are kept secure throughout the transaction process.

As the website's payment provider, we do not have any access to any order or delivery details and are unable to process any refunds or cancel any orders on behalf of the merchants who use our service.

If you have a query regarding your order, we would recommend that you first contact Wonderland Models.

You should find the company's contact details on the company's website, the customer receipt, or on the Sage Pay transaction confirmation email if one has been sent.