FAQs

General Terms:

What is EU Pays merchant account?

EU Pays merchant Account temporarily account the holds the approved payments received from customers who have paid the amount against the products or services they have purchased.

After some time, this payment amount is transferred to the normal bank account of the merchant.

I have a payment gateway of Authorize. Can I integrate the gateway of EU Pays with Authorize?

No, you can’t integrate any other gateway along with of EU Pays. We offer white label integration. That is why you can integrate EU Pays with Authorize or any.

Is merchant account is mandatory for me?

Merchant account is must for all businesses who wants to get money online. Many financial banks offers merchant accounts to their reputed clients, We at EU Pays, offer you payment gateway as well as merchant accounts according to the need of your business.

What is the difference between merchant account and bank account?

The difference between the two accounts is that, normal bank account allows two way transactions, whereas merchant account only entertains one way transaction. On the more, merchant account can hold unlimited amount but for limited time period.

What is Discount Rate?

Discount Rate or MDR is the service fee or commission charged by EU Pays for the offerings. MDR is deducted from the amount received before transferring to the merchants.

What is the MDR for EU Pays?

Discount Rate or MDR for EU Pays is 1.50% for Visa and MasterCard.

What is the transaction fee charge by EU Pays?

EU pays charges the fee of € 0.20 for processing each transaction.

What is Standby Balance?

Standby Balance is the reserve kept by EU Pays from the settlement amount to secure the merchants from potential chargebacks, and other fines. The amount of deposit balance is also varies from merchant to merchant depending on the risk associated with them.

What is Chargeback?

Chargeback is the monetary penalty raised by the financial banks on the demand of card holder. It is the result of dissatisfaction attitude towards that service or goods delivered to the customer.

What is KYC?

KYC stands for Know Your Customers. It is the standard form or document which can be used to fight false chargebacks.

I forgot my password. How do I reset it?

You can easily reset the password. You need go to your dashboard to reset your password. If you can’t open your account, raise request to relationship manager to reset the password.

How do I change my password?

You can change your password from your dashboard’s settings page. Choose “Change Password”

I am not receiving the verification code on my email

Check the email entered by you is correct and haven’t used previously for registration. If that doesn’t work, send us an email.

How do I change my bank account information?

We generally don’t entertain such request, but if necessary we will consider the request. Send the updated bank information to your relationship manager.

Can I speak to someone at EU Pays?

Yes you can talk to our Merchant Support Representatives on +4903056796790.

How do I change my default Settlement currency?

You can’t change the default Settlement Currency. All Settlement will be made in EURO.

Why do you need my SSN/EIN/Driver's License/Passport?

These are basic documents we need to fill our KYC details. All your documents will not be shared with anyone.

What if I don't have an IBAN?

IBAN is required for all merchants. In case of US or Canada where IBAN is not mandatory, we need Routing number and SWIFT number for Settlement. That’s fine.

How do I set up my bank account and get my first transfer?

You’ll need to provide your bank information and then your first transfer will be posted to your account 21 days after your first charge.

Want to issue a refund?

Go to merchant account, click “Refund”, and enter a partial or full refund amount.

I want to give a refund to a different card

We don’t entertain such request. However you ask the bank to do so. Just refund the original card from your dashboard. The bank can reroute it to your customer’s new card.

I want to cancel a refund

Refunds can’t be cancelled. However, you can again charge the customer with the same amount. But it should be done with the consent of the customers.

Why was my customer's charge declined?

Declines happen for many reasons. The fraud signals banks use vary, so a previously successful card might later be declined.

How can I find out more about a specific decline?

We try to maintain as much transparency as possible. We reflect the reason code as generated by the bank.

How can I avoid declines?

Collecting more information helps banks decide whether or not to accept a transaction. Look for genuine customers with complete information.

How do I send my customer a receipt?

You can send email receipts for any charge or refund through the API or from your dashboard. You can do this by clicking on “Send receipt” when viewing a payment in your dashboard.

Where is my first Payout?

There is a 14-day waiting period to process the first payout. After that, you can configure your account to transfer your funds on various alternative schedules.

Why is my transfer delayed?

There can be various reasons for delay. Most banks only process transfers on business days. Money sent on holidays or weekends may be available when your bank opens. If the transfer takes more than usual time, then drop us a mail.

Why do transfers fail?

Many reasons: an issue with a bank account status, an incorrect bank account or routing/transit number. Learn more in the FAQ.

How do I export a transaction report?

You can export a transaction report in CSV format by clicking “Export” button while viewing your transaction history in your dashboard.

How can I get my monthly report?

We usually send the balance and transaction report to our merchants. Moreover, you can get it by your own on your dashboard.

What is Virtual Terminal?

Virtual terminal credit card processing solutions from Secure Trading allow card payments via fax, mail order or telephone (MOTO), ideal for support centers. Virtual payment processing terminal is a convenient solution, allowing merchants to hand-key or swipe credit, debit transactions, 24/7, from any device with an Internet connection.

What is POS?

POS stands for Point Of sale. POS is the payment method where the customers make the payment at the counter at the time of purchase. The customer is physically present at the time of payment. It is one of the oldest and common methods of accepting payment.

Does EU Pays store Card details?

Negative, we don't store any of the details of the customers' card in entire process. All data get erased one the session is expired.

Can I charge recurring bills with EU Pays?

Sorry, we don’t provide the facility of recurring bailing due to possibilities of frauds.

Can I charge my customer at my own system?

No, that is not possible. We strictly follow the guidelines of PCI DSS, That’s the reason we can’t allow you to charge the customers at your IP. The customers have to initiate the transaction at their own IP.

What happens if I get excessive chargeback on my account?

If you receive many excessive chargebacks one after other on your account, you will reach to the threshold zone designed by the card network. This is like warning sign. If you get fail to control the chargebacks due to frauds, your accounts may undergo monitoring program.

How can I reverse the dispute?

Ask your customer to inform the bank that he has raised the dispute by mistake. No bank is able to realize this type of mistake unless the customers themselves not tell them about their mistake.

Can I include VAT and other taxes in the amount to be processed?

It is up to you. We only concentrate on final amount provided by you. Our price slab doesn’t contain any of such specific details.

Can I change my payout cycle?

Sorry, we don’t entertain any request of changing the payout cycle.

Why EU Pays holds the funds for 14 days?

Payment cycles are decided by the country in which the business is incorporated. In most of the countries it is of 14 days. That is the reason we hold back payouts for 14-21 days depending on the plan selected by you. As we process your high risk account, so it becomes essential to hold the payout for few days.

What is the minimum limit required for releasing the payout?

There is no such limit decided by our gateway. But it is compulsory to release payout of minimum €100. This is beneficial for both you and our gateway.