FAQs

When migrating to WEX, you will need to integrate your system to the WEX Encompass API suite, which delivers equivalent capabilities to the eNett API suite. Full support will be provided during the migration.

WEX works with a number of the leading third-party technology providers. Please contact your technology provider to discuss further in the first instance. If you experience any issues, please contact your WEX Relationship Manager.

No, a new SFTP folder will be provided during migration.

We are working to have equivalent products where possible but where we can’t offer exactly the same product we will work with you to find an alternative that meets your needs.

Functionality between the platforms is equivalent but differs in its implementation. Full support will be provided in regards to this during the migration.

Our Customer Operations team will be on hand to provide system demonstrations. Also, the Encompass website offers a Help section with supporting documentation. For more details, please ask your dedicated WEX team.

Cards will be issued by an issuer located in your contracting entity’s region (or regions for corporate groups with contracting entities in more than one region). This may be different to where cards were issued on the ePP.

If your issuing location has changed (per previous question) there may be some differences. Your Relationship Manager will assist you in identifying and understanding these differences to maximise acceptance.

Yes, MFA will apply to the WEX platform.

Yes, we will provide you with demo environment access during the migration.

We will work with you during the migration to ensure that your account set up on the WEX platform seamlessly meets your program requirements.

WEX offers a range of additional payment products. These can be discussed during the migration, along with the ability to access data.

The WEX platform is a modern in-house developed platform which currently processes
significant virtual card volumes inline with that of the eNett platform. You can expect to
see similar performance and response characteristics across its API and web interfaces.

Rebates will continue to be paid at the same frequency and will most likely remain the same for ePP pre-funding customers. For customers who were on a fund-on-authorisation or collateral model, your relationship manager will take this opportunity to review your current situation and make sure you’re on the most suitable rebate model.

Yes.

There may be some small changes to fees. This will be detailed in the fee schedule that can be found in the sample contract on the online travel pack. Please ask your relationship manager if you need any help with this.

It is likely that there will be little significant change to your funding model and it will be equivalent to your ePP funding model. Your funding accounts will change and further details regarding the new accounts you will need to fund into will be provided by your Relationship Manager/Technical Delivery Manager.

The new WEX funding model means funds will only be reserved/used when spending occurs – there is no need to fund ahead of card issuance/activation, but transactions will decline at the authorisation stage if there is an insufficient balance on your account.

The Account’s destination will change, as well as the cut-off times for those with cross-border funding. The location of the bank accounts will depend on which of our issuer(s) you are using.

Moving funds between different currencies will no longer be possible. Mastercard exchange rates will apply to transactions in currencies other than the currency of the issued card being used.

Depending on where your funds are currently held and the location of the WEX collection accounts, it is possible that funding times may vary. This will be driven by the cut-off times of the funding currency being moved and the location of your bank account.

There will be some changes to the current process and more guidance will be provided in the travel pack and via your Technical Delivery Manager and Relationship Manager. There will be a transition period where some refund requests will go through eNett and some will go through WEX.

Yes. The WEX platform supports chargeback submission in line with scheme rules. Please speak to your Relationship Manager for more information.

Reports will vary in content due to the different system specifications.

The WEX platform offers the ability to create and customise reports through its Report Studio. The platform also offers a wider range of fields and file formats and allows the scheduling of reports to be delivered in varied frequencies and delivery methods.

The on-boarding team will work with you on your reporting requirements and the setup of alternative reporting instruments during the migration.

For more details, please see the online travel pack or ask your Technical Delivery Manager and/or Relationship Manager.

The WEX platform has its own specifications. Generally, it contains the same level of data as ePP but offers more self-service and customisation capabilities through its Report Studio.

Please note you can continue to access the eNett platform; which will produce reports for a period of time after your migration.

No. Standard reporting runs on US Eastern Time. Generally, files will run once per day and this applies to extracts and Report Studio.

If you already are a WEX customer, an amendment to your current agreement may suffice. If you do not already have an agreement in place with WEX, a new agreement will need to be signed.

Yes. The funding method used will determine how your funds are allocated:

• Prefunded – Depending on where you are located, funds are held in segregated safeguarding or trust-style accounts.
• Credit – Customers repay the money lent by depositing funds into a “collections” account. Funds in the collections account are not safeguarded as they are the repayment of credit owed to WEX by customers.

If the funding method and products are unchanged then there should be no material change in our commercials. Please speak to your Relationship Manager for further details.

No significant change in commercial conditions or pricing is expected as a consequence of this migration. You will be able to discuss these conditions with your Relationship Manager.

The eNett platform will remain active for a period from when we migrate you to the WEX platform. This allows open cards to be settled and for refunds and chargebacks to be managed. The eNett platform will not allow you to issue new cards from an agreed date following migration to the WEX platform.

Please speak to your Technical Delivery Manager and/or Relationship Manager if you have serious concerns about being able to migrate to WEX within the timeframe provided.

Your Relationship Manager will remain the same. Our team already manage customers on both platforms and are well placed to guide you through the transition.

For all operational and technical queries, please contact the account services team at travelops@wexinc.com once you have migrated.

The availability of funding solutions will vary based on your location and that of your issuer. Any credit extended will be subject to an application process and normal lending requirements.

Yes, subject to your entity’s location. One of the many benefits of migrating to the WEX platform is that we operate dual schemes (MC and Visa). Please speak to your Technical Delivery Manager and/or Relationship Manager for further details.

Yes. The WEX model allows you to access virtual card products issued by a WEX issuer located in the same country/region that your legal entity(s) are registered in. Please speak to your relationship manager for further details.

eNett and WEX operate on different funding models and platforms, which means novating your agreement is not possible.

There will be no impact or delays to your CDD refresh review, as the WEX compliance team will ensure that the due diligence review is carried out prior to migration.

CDD reviews are completed separately from the migration process. All CDD refresh review dates will remain the same, whereby analysts will seek additional information during reviews only.

The WEX Commercial and Operations teams will work with you to allocate a specific migration window. During that time you will have access to a dedicated Technical Delivery Manager who will help you to manage your transition to the WEX platform.

Customers migrated onto the WEX platform (Encompass) in the Americas about 2 years ago and are currently running on the platform and growing their business. This is not the first time WEX has managed a platform migration and no customers should feel they are too early in the process. It will only kick off once all tests are done and WEX believes it is ready to invite customers on the journey.

The Commercial team will work with you to assign you a migration window during which you will be fully supported by a TDM to assist you with changing platforms.

For more details, please see the online travel pack.

Cards raised on the ePP will remain open for some time post-migration. Your Technical Delivery Manager will work with you on a plan for this date after which the cards will close and will no longer be able to be authorised.

Yes, access to the ePP for reporting purposes will be available for some time post migration. Your Technical Delivery Manager will work with you on a plan for this and we will notify customers in advance when the ePP will sunset and will support in extracting relevant data as required.

Yes. Merchants will still be able to refund ePP cards post migration. This will be subject to a longstop date i.e. until the ePP BINs are closed down.

Your Relationship Manager has been and will remain your first point of contact. Your Account Manager and Customer Service team with whom you also currently deal with are also there for you. Your Technical Delivery Manager will take you by the hand during the ‘Discovery’, ‘Implementation and ‘Migration’ phases.

The WEX Account Services team can be contacted by emailing travelops@wexinc.com or service@enett.com If you would like to contact us by phone, then please visit our website for local numbers.

Our Account Services team currently supports both platforms. During and after migration, customers will enjoy the same 24/7 support contacts on the WEX platform as they currently do on the ePP platform.