FAQ | SHOPLINE Payments

About Opening an Account and KYC

  1. Can SHOPLINE Payments be used by all mainland cross-border businesses?
  2. Are there any restrictions for the product types sold by businesses in SHOPLINE Payments?
  3. [For Australia&Malaysia&Singapore, Indonesia Only] Review Items
  4. What is the difference between SHOPLINE Basic Verification and Advanced Verification?
  5. What basic information does a store need to have before submitting an application for SHOPLINE Payments initial verification?
  6. What is the information required for a bank statement?
  7. How long does it take for SHOPLINE Payments to review?
  8. [For Mainland Businesses Only] What withdrawal methods does SHOPLINE support?
  9. Where can I find the terms of use for SHOPLINE Payments?
  10. [For merchants in Mainland China] SHOPLINE Payments KYC Settlement Report Sample

About Transactions

  1. How can I easily check payments from SHOPLINE Payments?
  2. What is 3D verification?
  3. Does SHOPLINE Payments support 3D verification?
  4. Why did the customer fail to pay?
  5. The error message of this transaction is "Payment1 failed! Query out result: Declined”, what is the reason?
  6. Which payment methods am I eligible to apply? What are the processing fees?
  7. How to calculate the processing fee?
  8. How can I refund my customers?

About Fund Settlement

  1. How long is the fund settlement cycle?

  2. Why can’t I withdraw all the order amount?

  3. Why does my SHOPLINE Payments platform show that the withdrawal is frozen?

  4. Why do I need to upload the tracking number?

  5. The SHOPLINE Payments account shows that the withdrawal on the 10th was successful, but the amount has not been transferred to the account as I just checked?

  6. Can I select a date for withdrawal by myself/ withdraw manually?

  7. [For Mainland Businesses Only] Can I withdraw to other 3rd-party virtual accounts? Such as Payoneer, Pingpong, WorldFirst etc.?

About Disputes

  1. What is a transaction dispute (chargeback)?

  2. The categories of disputes
  3. How to handle disputes?
  4. Reasons for a chargeback or a retrieval
  5. Fraud prevention
  6. How are transaction disputes (chargeback) handled? I would like to know what mechanism SHOPLINE Payments have to avoid fraudulent transactions.

  7. What is a reserved fund?

About Backend Operations

  1. Can I use SHOPLINE Payments and PayPal at the same time?

  2. What will appear on customer’s credit card statement? Can we customize the business name?

  3. We have different assistants in our store. Can we assign different permissions?

--------------------------------------------------------------------------------

About KYC Account and KYC

1. Can SHOPLINE Payments be used by all mainland cross-border businesses?

SHOPLINE Payments mainland businesses can only accept payment in US dollars for the time being. SHOPLINE can be used by all individuals and businesses in mainland China that meet the access requirements. SHOPLINE Payments also support overseas US dollar or domestic RMB withdrawal. The function of receiving and withdrawing money requires KYC verification. (More payment currencies will be available soon)

 

2. Are there any restrictions for the product types sold by businesses in SHOPLINE Payments?

2.1 Australia & Singapore & Malaysia & China

Prohibited for all transaction types

Prohibited for all transaction types

● Drugs, and tools specifically intended for the production of drugs

● Drug paraphernalia

● Illegal Drugs, substances designed to mimic illegal drugs, and/or other psychoactive products (e.g.,K2, salvia divinorum, nitrate inhalers, bath salts, synthetic cannabis, herbal smoking blends, herbal incense, and HCG/HGH-like substances) 

● Products/services specifically offered or intended to be used to create drugs or grow ingredients for drugs (e.g. ‘grow shop’ products, seeds for cannabis plants, etc.) 

● Prescription medicines and pharmaceuticals, including prescription medical devices 

● Pyramid selling 

● Escort agencies / massage parlors / sexual services. 

● Timeshare and timeshare maintenance 

● Independent financial advisers (IFA), Payday loans and unsecured loan/lines originating from non FDIC insured banks 

● Counterfeit goods/replicas or those infringing on intellectual property rights, including those designed to infringe on such intellectual property (i.e., knock-offs, imitations, bootlegs) 

● Trade of weapons, ammunitions, military arms, explosive devices and firearm parts 

● Products/services that promote hate, violence, discrimination, terrorism, harassment or abuse 

● Products designed to circumvent copyright protection techniques or to otherwise facilitate the unlicensed use of copyrighted materials (e.g. ‘mod-chips’ to break the encryption of game computers to enable the playing of unlicensed copies of games). 

● Providing gambling services in jurisdictions where this is illegal or (where applicable) offering gambling services without a valid license to the relevant jurisdiction. 

● Illegal products/services or any service providing peripheral support of illegal activities. 

● Adult entertainment, websites & content (such as)

    o Adult book stores, video stores, toys 

    o Any products on the internet containing graphic or nude content

    o Audio (phone sex and adult phone conversations)

    o Video (web-based sexually oriented video) 

    o Companion/escort services or Dating services (sexually-oriented)

    o Fetish products 

    o Membership, clubs, subscriptions 

    o Prostitution

    o Gentlemen's clubs, topless bars, and strip clubs 

● Fake references and other services/products that foster deception (including fake IDs and government documents) 

● Mail order spouse and international match-making services 

● Social media “click farms” (i.e., the sale of clicks/likes/reviews/endorsements on social media sites) 

● Telemarketing companies involved with the following methods of operations: 

    o Offering a free gift, prize, or sweepstakes/contest entry as an inducement to purchase their product or service 

    o Inbound telemarketing companies that receive calls as the result of post cards or similar mailings (as opposed to catalogue or media advertising) 

    o Selling products/services as an agent for a third party 

● Merchants engaged in any form of deceptive marketing practice including but not limited to: 

    o Hidden disclosure

    o Bogus claims & endorsements 

    o Pre-checked opt in boxes

    o Refund/Cancellation avoidance

    o Poorly disclosed negative options 

    o Merchants offering substantial rebates or special incentives (e.g., free gift, prize, sweepstakes, or contest) as an inducement to purchase products/services 

    o Negative response marketing techniques by any type of merchant (i.e., customer is automatically charged if they don’t return the merchandise at the end of a free trial period) 

● Jammers or devices that are designed to block, jam or interfere with cellular and personal communication device/signals (e.g., GPS), Decryption and descrambler products including mod chips, Spy devices / services / software.

● Medical marijuana including marijuana dispensaries (and affiliated services)

● Modelling agencies (adult and non-adult)

Restricted for all transaction types

Restricted for all transaction types

● Betting and gambling, including: 

    o Legal gambling where the cardholder is not present when the bet is made as well as for direct purchase of wagers/chips via payment card 

    o Lotteries, including online lotteries

    o Sports forecasting or odds making

    o Internet gambling 

● Games of skill where participants receive cash or cash equivalents or prizes with/of material value (e.g. electronics, travel, gift cards, etc.) 

● Fantasy sports leagues where participants receive cash or cash-equivalents or prizes with/of material value (e.g. electronics, travel, gift cards, etc.) 

● Financial Services / Money Service Businesses, including: 

    o Provider or seller of prepaid access/stored value*

    o Currency exchange or dealer

    o Quasi-cash 

    o Cash advances (by non-financial institutions) 

    o Issuer/seller/redeemer of money orders or traveller’s checks 

    o Check cashers 

    o Virtual currency or e-wallet or e-money that can be monetized, re-sold or converted to physical/digital goods/services or otherwise exit the virtual world

    o Money transfer 

* Open-loop & Closed-loop prepaid access includes gift cards, phone cards, subway cards, college campus cards, game cards and other limited-use prepaid access devices when the value can exceed $2,000 

● Third Party Payment Processors/Aggregators/Payment Service Companies (e.g., bill pay service, crowd funding, peer-to-peer payments, commissary accounts), Payment Facilitators, ISO's and other Internet Payment Service Providers (IPSP) / Member Service Providers (MSP) / Fulfillment houses, Shipping/forwarding brokers Auctions, Bidding fee auctions (a.k.a penny auctions) 

● Paying fines or penalties of any kind 

● Charities 

● Security brokers & Investments of any kind, like purchase of securities, currencies, derivatives, commodities, shares, foreign currencies, options, other financial instruments or precious metals 

● Private medical practices and e-doctors. 

● Products or services related to political or social campaigning 

● Car sales / importers and car advertising publications

● Multi level marketing 

● Airlines (including airlines “nested” under another entity) 

● Bail bonds 

● Bankruptcy lawyers 

● Business/Investment opportunities operating as “get rich quick schemes”(e.g., real estate purchase with No Money Down, government grants) 

● Business service companies, such as payroll services, invoicing services and consumer services. 

● Chain letters 

● Collection agencies or firms involved in recovering/collecting past due receivables 

● Credit repair/restoration or card protection (including identity theft protection) 

● Cruise lines (including cruise lines ”nested” under another entity) 

● Data pass (merchants up-selling or cross-selling products to other merchants and then sharing the cardholder data with the third party or receiving cardholder data from third parties) 

● Debt consolidation and mortgage reduction/consulting services 

● Door-to-Door sales 

● Embassy, Foreign Consulate, or Other Foreign Government 

● Essay mills/paper mills (i.e., ghost writing services that sell essays, term papers, etc. with intent that the purchaser will submit documentation as their own) 

● Extended warranties 

● Merchants that have ransom-like or extortion-like basis for their business model (e.g., mugshot removal) 

● Merchants utilizing tactics to evade Card Brand excessive chargeback monitoring programs

● Marketplaces

● Tobacco, including e-cigarette

● Cyber Lockers, Cloud Storage and File Sharing services

● Lifetime subscription (either service or product)

● Travel and holidays

Restricted (License required or is subject to local acquirer requirement)

Restricted (License required or is subject to local acquirer requirement)

● Ticket agencies 

● Alcohol product & businesses selling age or legally restricted products or services

● Contact lenses 

● Pseudo pharmaceuticals / Nutraceuticals and food products or other digestibles marketed 

via-unsubstantiated and/or unlawful health or medical claims (e.g., food supplements, 

vitamins, weight-loss, anti-aging, muscle-building, sexual-stimulant supplements, colon 

cleansers, detox products)

● Specific cosmetic products that claim extreme results (Anti-wrinkle, Skin Repair etcetera) 

● Services associated with pseudo-science (e.g., clairvoyance, horoscopes, fortune telling, 

etc.)


* legislation may be amended from time to time after this list has been created

 

2.2 Indonesia

Infringement of Intellectual Property

Intellectual Property or Proprietary Rights Infringement

Sales, distribution, or access to counterfeit music, movies, software, or other licensed materials without the appropriate authorization from the rights holder; any product or service that directly infringes or facilitates infringement upon the trademark, patent, copyright, trade secrets, or proprietary or privacy rights of any third party

Counterfeit or Unauthorized Goods

Unauthorized sale or resale of a brand name or designer products or services; sale of goods or services that are illegally imported or exported

Import of Prohibited and Restricted Goods to Indonesia*

Printing Materials

Books, magazines, newspaper, and similar materials, leaflet, brochures that are printed in the Indonesian language, dialects in Indonesia or Chinese; offset printed goods made of paper for cigarette packaging or drugs packaging in the Indonesian language or foreign

Certain Chemicals

Derivatives products that contains halogen substitute and its salt, pesticide, polimer etilena/ stirena/ vinyl chloride

Used Clothes

Excluding personal hand-carry clothes

Export of Prohibited and Restricted Goods from Indonesia

Agriculture, Forestry, Fishery & Maritime, Industrial and Mining Products

Technically specified natural rubber (TSNR) or Indonesian Standard Rubber (SIR) that does not satisfy the Indonesian National Standard (SNI); natural rubber in other form other than Smoked Sheet and TSNR (SIR); certain timber and Rattan Products; certain fish (Scleropages Formosus and Schleropages jardini, Botia Macracantha, Cheilinus undulatus Ruppell, Anguilla spp, penaeus monodon, penaeus merguiensis, penaeus japonicus, Macrobrachium rosenbergii); ferrous and residual scrap; iron or steel remelted ingots; tin ore, tin slag, tailing, precious stone excluding diamonds and semi precious stone, precious stone or semi synthetic precious stone,

Endangered Species listed on CITES

Mammals (primates, whales, dolphins, porpoises, elephants, rhinoceros, tigers, honey bear, skunk, porcupine, Orangutan Blood, Sumatra Goat), Aves (Eagle, cockatoo, parrot, cassowary, cendrawasih, etc), Reptile (turtle, snake, crocodiles, monitor lizards; crocodile’s bile, genitals, teeth and blood); Insects (certain butterfly), Fish (Red Arwana, Coelacanth, Belida, Sentani Shark, Sentani Stingray, cave wader, etc); Bivalviax (Coconut crab, cassis cornuta, giant kima); Orchidaceae, Nephentaceae & Palmae (Certain orchids and palm trees); Dipterocarpaceae (Tengkawang plants and seeds); Rafflesiaceae

Cultural Heritage

Artifacts, cultural heritage building/structure that are > 50 years or that represent a certain era that are at least 50 years old and has a special meaning for history, science, education, religion and/or culture which has high cultural values for strengthening national identity;

Goods and Services that Violate Legislation

Gambling

Lotteries; bidding fee auctions; sports forecasting or odds making; sweepstakes; games of chance (Roulette, craps, slot machine and alike); casino games (Keno, Pai Gow Poker, Slots, Black Jack (21), Poker and alike)

Adult Content and Services

Pornography and other obscene materials (including literature, imagery and other media); sexually oriented toys or products; sites offering any sexually-related services such as prostitution, escorts, pay-per view, adult live chat features, mail-order brides, explicit dating sites

Firearms and Explosives Materials

The sale, distribution, import, export of firearms, amunitions and explosives materials

Psychotropic & Recreational Drugs

Unlawful sales, distribution, production, import and export of Category 1 drugs (Papaver Somniferum L, raw opium, cooked opium, coca plants, coca leaves, raw cocaine, cocaine, cannabis sativa, methamphetamine, and alike); Category 2 drugs (alphacetylmethadol, betamethadol, dextromoramide, hydromorphone, trimeperidine, and alike); Category 3 drugs (Acetyldihydrocodeine, ethylmorphine, propiram, and alike); drugs precursors

Virtual Currency

Virtual currency that can be monetized, resold, or converted to physical or digital products and services or otherwise exit the virtual world (e.g., Bitcoin); sale of stored value or credits maintained, accepted and issued by anyone other than the seller

Distribution of Restricted Goods

Alcoholic Beverages

Class A (Beer, Shandy, Ale, Stout and alike), Class B (Wine, Champagne, Sake, Soju and alike) and Class C (Brandy, Vodka, Liquer, Whiskies, Tequila, Cognac, Arrack and alike)


* legislation may be amended from time to time after this list has been created.

 

3. [For Australia&Malaysia&Singapore, Indonesia Only] Review Items

 

(1) For Australia&Malaysia&Singapore

*Only supports merchant’s subscription plan where [Countries/Regions are Australia,Singapore, Malaysia and payment is made annually].

Set out below are the key conditions to satisfy for passing SHOPLINE Payments' review:

The risk management team has the discretion to approve the application.

 

  • Listings and Store Logos

Go to "SHOPLINE Admin Center > Products & Categories > Products" to upload products. Please ensure that there are at least 7 to 8 products available on the shelves, each having at least 1 item in stock and priced on the website. Please upload your logo and favicon in "Online Store Design > Design > Logo & Favicon".

 

  • Enable shopping cart function

Go to "SHOPLINE Admin Center > Settings > Payment Options and Delivery Options" to add at least one payment and delivery method, so that customers can add goods to shopping carts and access available payment and delivery methods.

 

  • Store must be open to the public

Go to "SHOPLINE Admin Center > Settings > Basic Settings > Store Status" to change to status to Open, so that customers can access and browse your website.

 

  • Store homepage must have direct link to product page

Products must be placed on the home page of your store, or alternatively a catalog must be placed on the home page to link to the product pages. If you need to set a catalog, please refer to: Online Store Catalog Management.

 

  • Contact Information

Go to "SHOPLINE Admin Center > Online Store Design > Menu Navigation > Shop Footer", click "Edit" button, and disclose company information and contact information in the "Contact Us" field to ensure that customers can contact you directly.

Contact information should include all of the following items:

○ Company information (must be the same as the business registration name contracted with SHOPLINE)

○ Contact information (contact phone number / email)

For our recommended format, please refer to: Demonstration store case (for reference only, please amend according to your specifications and requirements)

 

  • Shipping Policy

Go to "SHOPLINE Admin Center > Online Store Design > Pages, click on the default "Shipping Policy" tab, and edit your shipping policy and instructions for customers’ reference.

The shipping policy should include all of the following items:

○ Delivery methods and the corresponding logistics service provider

○ Shipping days (days from placing to shipping of the order)

○ Delivery days (days from shipping to delivery of the order)

○ Shipping and delivery days for pre-orders (if there are pre-orders for sale)

For our recommended format, please refer to: Demonstration store case (for reference only, please update according to your specifications and requirements)

If your store is set up after 22 December 2021, our system also supports traditional Chinese template on the "Shipping Policy" tab.

 

  • Return Policy

Go to "SHOPLINE Admin Center > Online Store Design" > Pages, click on the default "Return Policy" tab, and edit your return policy and instructions for customers’ reference.

The return policy should include all of the following items

○ Whether you accept returns

○ Conditions of return and exchange

○ Return and exchange process

○ Contact information

○ For our recommended format, please refer to: Demonstration store case (for reference only, please update according to your specifications and requirements)

If your store is set up after 22 December 2021, our system also supports traditional Chinese template on the "Return Policy" tab.

 

  • Privacy Policy

Please provide your store’s Privacy Policy at the “Terms and Conditions” tab. The Privacy Policy governs how your store collects and uses the personal data of customers and should be disclosed to and agreed by customers.

Please include the following items in the privacy policy:

○ Personal data that will be collected

○ How the website processes customers' personal data

For our recommended format, please refer to: Demonstration store case (for reference only, please update according to your specifications and requirements).

 

(2) For Indonesia

*Only supports merchant’s subscription plan where [Countries/Regions is Indonesia and payment is made annually].

Set out below are the key conditions to satisfy for passing SHOPLINE Payments' review:

The risk management team has the discretion to approve the application.

 

  • Listings and Store Logos

Go to "SHOPLINE Admin Center > Products & Categories > Products" to upload products. Please ensure that there are at least 7 to 8 products available on the shelves, each having at least 1 item in stock and priced on the website. Please upload your logo and favicon in "Online Store Design > Design > Logo & Favicon".

 

  • Enable shopping cart function

Go to "SHOPLINE Admin Center > Settings > Payment Options and Delivery Options" to add at least one payment and delivery method, so that customers can add goods to shopping carts and access available payment and delivery methods.

 

  • Store must be open to the public

Go to "SHOPLINE Admin Center > Settings > Basic Settings > Store Status" to change to status to Open, so that customers can access and browse your website.

 

  • Store homepage must have direct link to product page

Products must be placed on the home page of your store, or alternatively a catalog must be placed on the home page to link to the product pages. If you need to set a catalog, please refer to: Online Store Catalog Management.

 

  • Contact Information

Go to "SHOPLINE Admin Center > Online Store Design > Menu Navigation > Shop Footer", click "Edit" button, and disclose company information and contact information in the "Contact Us" field to ensure that customers can contact you directly.

Contact information should include all of the following items:

○ Company information (must be the same as the business registration name contracted with SHOPLINE)

○ Contact information (contact phone number / email)

For our recommended format, please refer to: Demonstration store case (for reference only, please amend according to your specifications and requirements)

 

  • Shipping Policy

Go to "SHOPLINE Admin Center > Online Store Design > Pages, click on the default "Shipping Policy" tab, and edit your shipping policy and instructions for customers’ reference.

The shipping policy should include all of the following items:

○ Delivery methods and the corresponding logistics service provider

○ Shipping days (days from placing to shipping of the order)

○ Delivery days (days from shipping to delivery of the order)

○ Shipping and delivery days for pre-orders (if there are pre-orders for sale)

For our recommended format, please refer to: Demonstration store case (for reference only, please update according to your specifications and requirements)

If your store is set up after 22 December 2021, our system also supports traditional Chinese template on the "Shipping Policy" tab.

 

  • Return Policy

Go to "SHOPLINE Admin Center > Online Store Design" > Pages, click on the default "Return Policy" tab, and edit your return policy and instructions for customers’ reference.

The return policy should include all of the following items

○ Whether you accept returns

○ Conditions of return and exchange

○ Return and exchange process

○ Contact information

○ For our recommended format, please refer to: Demonstration store case (for reference only, please update according to your specifications and requirements)

If your store is set up after 22 December 2021, our system also supports traditional Chinese template on the "Return Policy" tab.

 

  • Privacy Policy

Please provide your store’s Privacy Policy at the “Terms and Conditions” tab. The Privacy Policy governs how your store collects and uses the personal data of customers and should be disclosed to and agreed by customers.

Please include the following items in the privacy policy:

○ Personal data that will be collected

○ How the website processes customers' personal data

For our recommended format, please refer to: Demonstration store case (for reference only, please update according to your specifications and requirements).

 

4. What is the difference between SHOPLINE Basic Verification and Advanced Verification?

The Basic Verification is to conduct a preliminary review of the business. Once your Basic Verification is approved, you can start receiving payments with SHOPLINE Payments by setting up the payment options and publishing to your storefront. 

While the Advanced Verification is to further improve the relevant information. Upon completion of verification, the payout function will be activated, and the system will automatically remit to your bank account. 

 

Do note that your funds will be refunded to your customers upon 72 days of opening your account should you fail to get your Advanced KYC approved.

 

5. What basic information does a store need to have before submitting an application for SHOPLINE Payments initial verification?

To better understand your shop and product information, kindly make sure the below information are ready in your store before submitting the application for SHOPLINE Payments Basic Verification:

  • Upload store logo
  • Complete homepage layout
  • Upload no less than 10 items 
  • Set up a return/exchange policy
  • Set delivery method and description
  • Display store contact information 
  • Add Terms and Conditions, Privacy Policy (required for Advanced Verification) 

You can refer to the following tutorials:

Add your first product

Website address set up and store design

Online store page management

Site Navigation

Set up Delivery Method

 

6. What is the information required for a bank statement?

SHOPLINE Payments needs a bank statement to check the bank account number and the owner, so as to avoid invalid remittance later. Please make sure that the name of the bank account owner is the same as of the applicant’s name or company name of SHOPLINE Payments, and make sure the below information stated clearly in the statement too:

  • Bank Logo / Bank Name
  • Statement Date (issued within the recent 6 months)
  • Bank Holder Name
  • Bank Account No.

 

7. How long does it take for SHOPLINE Payments to review?

If the submitted data/documents are correct, the verification and review will take about 3-5 working days.

 

8. [For Mainland Businesses Only] What withdrawal methods does SHOPLINE support?

At present, two withdrawal methods are supported. You can choose to use one of them or switch between them on your own:

  1. Withdraw to an RMB account in mainland China: Please provide the bank account information under the name of the registered entity of the receiving bank account number (for corporate users, only bank accounts under the company name are supported), and set the withdrawal account as a domestic account.
  2. Withdraw to a Hong Kong dollar account: Please provide a local U.S. dollar account in Hong Kong under the name of the registered entity, and set the withdrawal account as a U.S. dollar account.
  3. Withdrawal to a virtual dollar account: Please provide a virtual U.S. dollar account under the name of the registered entity, and set the withdrawal account as a U.S. dollar account. Currently, only PingPong virtual accounts are supported.

 

9. Where can I find the terms of use for SHOPLINE Payments?

Terms of Use of SHOPLINE Payments are available in the form when submitting the verification. You may also refer to the following links:

10.[For merchants in Mainland China] SHOPLINE Payments KYC Settlement Report Sample

Note: Settlement Report is optional documentation. If you do not have a Settlement Report, please consult our Online Merchant Success Team and submit an alternative document.

*Note: Settlement Report is similar to PayPal’s “Financial Summary Report,” which includes refunds, disputes, and chargebacks records. Please note that the Settlement Report is not a Transaction Summary Report.

Samples for Settlement Report:

  • Paypal Settlement Report (Sample)PayPal________.png
  • Amazon Settlement Report (Sample)_Amazon________.png
  • Asiabill Settlement Report (Sample)_______4eb03f3d-1e8a-420e-ae3f-beeff1425991.png
  • PingPong Settlement Report (Sample)_pingpong________.png_pingpong________2.png
  • Pacypay Settlement Report (Sample)__1.png
  • Stripe Settlement Report (Sample)__2.png
  • Airwallex Settlement Report (Sample)__3.png
  • Payoneer Settlement Report (Sample)_Payoneer________.png
  • Oceanpayment Settlement Report (Sample)_Oceanpayment________.png
  • LianLian Settlement Report (Sample)2.png_LianLian________2.png

 

About Transactions

1. How can I easily check payments from SHOPLINE Payments?

Go to [Settings] > [Payments], click on [Manage bills] to enter your payment center:

mceclip4.png

  • For all transaction records, you may go to [Transactions] tab to check

mceclip5.png

  • For payout records, you may go to [Overview] to check the recent payout records; Or, click on [View all payouts] to check all payout records

mceclip6.png

  • You may also find all the records under [Statement] tab; Or, click on [Export Statement] button to export the statement

mceclip7.png

2. What is 3D verification?

3D verification is a service provided by credit card companies for customers to securely shop online. It is an online acquirer verification system between card issuers, acquirers and businesses to ensure transactions are conducted securely. Cardholders must enter a preset PIN when shopping online to avoid credit card fraud, just like entering a PIN when using an ATM.

Customers will enter their credit card information (name, card number, expiration date, security code) and submit it. After entering the 3D verification screen, they can choose to receive SMS with a dynamic verification code, or enter the card's "pre-set in online banking" static verification code. The issuing bank will have to confirm that the information and verification code is correct and authorization will be complete, thus the payment will be successful.

 

3. Does SHOPLINE Payments support 3D verification?

SHOPLINE Payments has set up risk control rules and will determine whether 3D verification is required based on each transaction, so as to protect the rights and interests of sellers and prevent fraud risks.

 

4. Why did the customer fail to pay?

There are various reasons for payment failure, such as transactions rejected by card issuer, 3D verification failed, bank card expired, and etc. Common error messages are as follows:

Error message

Description

3D Failed

Customers could not complete the 3D verification successfully. Kindly check whether any typing errors, and make sure the Caps Lock is not enabled.

3D Timeout

Customer has exceeded the time limit of banks/card issuer when completing the 3D verification. 

Allowable PIN Tries Exceeded

Customer has entered the incorrect PIN more than the allowable tries by banks/card issuers, hence the transaction is rejected.

Bank Declined

Bank/Card issuer has declined the transaction request due to certain reasons, kindly advise customers to check with their respective banks. 

Expired Card

The card used is expired.

Expired Transaction

The payment was not accepted by the payment gateway within the time limit causing the transaction to expire. This could be the customer canceled the transaction during the payment, the network was unstable, or the payment gateway expired the transaction due to certain reasons.

Insufficient Funds

The card/account used has insufficient funds.

Invalid Card

The card used is invalid, and it could be the card has expired, reached its limit, or it is not activated. Also, it could be the card is yet to be authorized for internet transactions, kindly advise customers to check with bank/card issuer. 

Invalid Expiry Date

Customer entered a wrong expiry date.

Invalid Amount

The order amount might have characters (e.g. $, &, @) that are not supported by the payment gateway.

Invalid Card Information(s)

The card information entered by the customer is inaccurate.

Invalid Card Number

The card number entered is incorrect, or invalid. 

Invalid CVV Number

The CVV number entered is incorrect. 

Transaction Pending

The transaction was not processed successfully due to customer’s actions. 

Transaction Timeout

Customers could not complete the payment within the time limit, causing the transaction timeout. 

Unsupported Currency

The currency of the transaction is yet to be supported by the payment method. 

 

To check the error message, you may go to your SHOPLINE Payments account > Transactions > click into the transaction no. to enter the transaction details page:

mceclip0.png

 

5. The error message of this transaction is "Payment1 failed! Query out result: Declined”, what is the reason?

The transaction was rejected by the customer’s card issuing bank, and the exact reason requires the guest to call the card issuing bank and provide personal information for inquiries.

However, the most common reasons for a credit card to be declined are as follows:

  1. The customer entered an incorrect card number. Please ask the customer to enter the card number again.
  2. The credit card has expired. If the customer’s card has not expired, please ask the customer to confirm that the entered date is correct.
  3. The credit card verification code (CVV2/CVC2) entered by the customer is incorrect. Please double check whether the verification code is correct and then enter it again.
  4. There is not enough credit line available.

 

6. Which payment methods am I eligible to apply? What are the processing fees?

As each payment gateway has different requirements on application, some of those are not eligible for Individual applicants. Kindly refer to the below tables for more information :

  • For Mainland :
Payment method Description Eligible for application
Credit Card Supports Visa, MasterCard, American Express, and card types including credit card, debit card, prepaid card and gift card.
  • Individual
  • Business
  • Sole proprietorship
  • For Singapore:
Payment methods Description Eligible for application
Credit Card Supports Visa, MasterCard, AMEX
  • Individual
  • Sole proprietorship
  • Limited Liability Partnership
  • Limited Company
GrabPay  
ApplePay  
Atome* Buy Now Pay Later
  • Sole proprietor
  • Limited Liability Partnership
  • Limited Company
Paynow*  
Credit Card (POS)* Credit Card Swipe

*Individual applicants are not eligible to apply Atome (BNPL), Paynow, Credit Card (POS)

Payment method

Plan

Rates (per transaction)

 

 

Credit Card

 

 

Lite

3.2% + SGD 0.50

Starter

3.2% + SGD 0.50

Essential

3.0% + SGD 0.50

Standard

2.9% + SGD 0.50

Premium

2.8% + SGD 0.50

Atome

All plans

4.8%

GrabPay

All plans

3.0%

 

Paynow

 

Lite & Starter

0.8%

Essential, Standard & Premium

0.7%

 

 

ApplePay

 

 

Lite

3.2% + SGD 0.50

Starter

3.2% + SGD 0.50

Essential

3.0% + SGD 0.50

Standard

2.9% + SGD 0.50

Premium

2.8% + SGD 0.50

  • For Malaysia : 
Payment methods Description Eligible for application
Debit/Credit Card Supports Visa, MasterCard
  • Individual
  • Sole proprietorship
  • Partnership
  • Limited company
FPX  Online banking
E-wallet Including TnG, DuitNow, GrabPay, Boost
Atome* Buy Now Pay Later
  • Sole proprietorship
  • Partnership
  • Limited company

*Individual applicants are not eligible to apply Atome (BNPL)

Payment method

Plan

Rates (per transaction)*

 

 

Credit Card

(Issued by local banks)

 

 

Lite

2.2%

Starter

2.0%

Essential

1.8%

Standard

1.6%

Premium

1.4%

 

 

Credit Card

(Issued by foreign banks)

 

 

Lite

3.7%

Starter

3.5%

Essential

3.3%

Standard

3.1%

Premium

2.9%

 

 

FPX (Online Banking)

 

 

Lite

MYR 1.20

Starter

MYR 1.00

Essential

MYR 0.90

Standard

MYR 0.80

Premium

MYR 0.70

 


Atome

 

 

 

Lite

6% + MYR 1.00

Starter

5.6% + MYR 1.00

Essential

5.2% + MYR 1.00

Standard

4.8% + MYR 1.00

Premium

4.4% + MYR 1.00

 

 

E-wallet

(GrabPay / TNG / Boost / Duitnow)

 

 

Lite

1.5%

Starter

1.5%

Essential

1.4%

Standard

1.3%

Premium

1.3%

*Subject to 6% SST

  • For Indonesia : 
Payment methods Description Eligible for application
Credit Card Supports Visa, MasterCard
  • Individual
  • Sole proprietorship
  • Partnership / Limited Partnership Company
  • Limited Company
Bank Transfer Supports Mandiri, BNI, BRI, Permata
QRIS  
E-wallet Supports Linkaja, OVO, Dana, Shopeepay

 

Payment method

Plan

Rates (per transaction)

Credit Card

All plans

2.9% + IDR 2,000

Bank Transfer

All plans

IDR 4,500

QRIS

All plans

0.7%

E-wallet (Linkaja, OVO, Dana)

All plans

1.5%

E-wallet (Shopeepay)

All plans

1.8%

  • For Australia : 
Payment methods Description Eligible for application
Credit Card Supports Visa, MasterCard, eftpos
  • Individual
  • Business
GooglePay  
ApplePay  
Credit Card (POS)* Credit Card Swipe
  • Business

*Individual applicants are not eligible to apply Credit Card (POS)

Payment method

Plan

Rates (per transaction)*

Credit Card - Visa/MasterCard

(Issued by local banks)

Starter

1.5% + AUD 0.20

Essential

1.4% + AUD 0.20

Premium

1.2% + AUD 0.20

Credit Card - Visa/MasterCard

(Issued by international banks)

Starter

3.3% + AUD 0.30

Essential

3.2% + AUD 0.30

Premium

3.15% + AUD 0.20

 

GooglePay

 

Starter

1.5% + AUD 0.20

Essential

1.4% + AUD 0.20

Premium

1.2% + AUD 0.20

 

ApplePay

 

Starter

1.5% + AUD 0.20

Essential

1.4% + AUD 0.20

Premium

1.2% + AUD 0.20

 

7. How to calculate the processing fee?

  • Example 1: SG store + Lite Plan + Credit Card transaction (Rate = 3.20% + USD0.30)

If an order is SGD100.00, the processing fee will be calculated as below:

SGD100.00 X 3.20% = SGD3.20
In total = SGD3.20 + USD0.30 (around SGD0.50) = SGD3.70

 

  • Example 2: MY store + Lite Plan + Atome transaction (Rate = 6% + MYR1.00 (subject to 6%SST))

If an order is MYR100.00, the processing fee will be calculated as below:

Processing fee = (MYR100.00 X 6%) + MYR1.00 = MYR7.00
6% SST = MYR7.00 X 6% = MYR0.42
In total = MYR7.00 + MYR0.42 = MYR7.42

 

8. How can I refund my customers?

a. You may go to [Orders], click into the order no. that you would like to refund. Click on the [Refund] button to raise a refund :

mceclip1.png

b. Insert the amount that you want to refund in the pop-up window:

mceclip2.png

c. Once the refund is raised successfully, the payment status will be updated automatically to [Partially Refunded] or [Refunded]:

mceclip3.png

Kindly take note that refund will incur a transaction charge as listed below: 

  • [MY] MYR0.50 per transaction (FPX/Cards/E-wallet); MYR1.00 per transaction (Atome)
  • [SG] SGD0.10 per transaction

*The full refund amount will be deposited to the customer's card/account, this transaction charge will be deducted by the system automatically from your SHOPLINE Payments account.

**Orders can be refunded within 180 days after the transaction. If the transaction has been done over 180 days, it is recommended that you refund the customer offline.

***Full or partial refunds made by SHOPLINE Payments require one working day to be processed. Customers will have the refunded amount credited to the credit card/bank account used to make the order within 2–4 weeks. The actual time taken to complete a refund will depend on the process/timeframe used by a customer's bank. 

 

Fund Settlement

1. How long is the fund settlement cycle?

The settlement cycle refers to the process from the time when the buyer places an order to the time when the business receives the settlement funds. The system will automatically remit the payments to your bank account once your Advanced Verification is approved, and the total payout amount accumulated in your SHOPLINE Payments account has reached the minimum payout amount.

 

May refer the below for more details : 

  • For Mainland : 
    • Fixed on every Wednesday, with the fastest period being 6 working days. (Postponed on holidays)
    • Minimum payout amount : USD 500.00
  • For Malaysia :
    • T+4 working days (i.e: T-day: 3 Jan 2022 + 4 working days = 6 Jan 2022)
    • Minimum payout amount : MYR 50.00
  • For Singapore : 
    • T+5 working days (i.e: T-day: 3 Jan 2022 + 5 working days = 7 Jan 2022)
    • Minimum payout amount : SGD 10.00
  • For Indonesia : 
    • T+5 working days (i.e: T-day: 3 Jan 2022 + 5 working days = 7 Jan 2022)
    • Minimum payout amount : IDR 5,000.00

2. Why can’t I withdraw all the order amount?

Here are some common reasons when you are unable to get the settlement successfully : 

  • The payout amount accumulated is less than the minimum payout amount
  • For Mainland business, it could also be you have not uploaded the shipping list of all orders when withdrawing in RMB
  • There is a problem with the bank account submitted during Advanced Verification 
  • Part of the amount is reserved as reserved funds
  • Your account status is abnormal, or you have not passed the Advanced Verification yet

Should you have any questions on this, you may check with our Merchant Success team via live chat. 

 

3. Why does my SHOPLINE Payments platform show that the withdrawal is frozen?

Usually caused by two reasons:

  1. SHOPLINE will freeze the withdrawal according to the risk situation of the store if there is a problem with the products in SHOPLINE Payments or the chargeback is too high.
  2. The information of the withdrawal bank account provided by the store is incorrect, and SHOPLINE cannot transfer money to the bank account. The customer service staff will contact you proactively to follow up on the account problem and make corrections if necessary. After the account is corrected, SHOPLINE financial personnel will unfreeze cash withdrawal and try to make payment again.

 

4. Why do I need to upload the tracking number?

If a business needs to withdraw money to a RMB bank account in mainland China, because it involves cross-border fund remittance, the business needs to provide relevant shipping documents which have been delivered to the customer according to the compliance requirements of regulatory agencies. Before withdrawing money, the business must upload the shipping sheet to which the order belongs in order to withdraw the money related to the order.

 

5. The SHOPLINE Payments account shows that the withdrawal on the 10th was successful, but the amount has not been transferred to the account as I just checked?

After the system automatically transfers the money to your bank account, if the receiving bank does not reject the transfer, it may be delayed by 1-2 days due to different bank settlement times, or the final settlement time of the day has passed.

 

6. Can I select a date for withdrawal by myself/ withdraw manually?

Once your Advance Verification has been approved, and the amount accumulated in your SHOPLINE Payments account has exceeded the minimum payout amount, the system will automatically payout to your bank account, following the payout period of your region. Currently, it is not supported to payout manually.

 

7. [For Mainland Businesses Only] Can I withdraw to other 3rd-party virtual accounts? Such as Payoneer, Pingpong, WorldFirst etc.?

At present, SHOPLINE payment supports settlement to Pingpong USD account, and other accounts are not currently supported.

 

About Disputes

1. What is a transaction dispute (chargeback)?

A transaction dispute (chargeback) means a business deal is disputed by a credit card holder or issuer. Customers can file transaction disputes based on different reasons, such as not receiving product or services, defective product, unrecognizable businesses, fraudulent transactions, etc.

Since online transactions do not require the physical presentations of credit cards for validating the card owner details, the possibilities of a transaction dispute is relatively high. 

 

2. The categories of disputes

If you accept credit cards on your SHOPLINE payments, you will likely need to deal with credit card transaction disputes. When a cardholder has an issue with a charge on their credit card, they can contact their bank to dispute the charge. For now, the main dispute categories on credit card are Retrieval and Chargeback.

 

  • Retrieval

Retrieval means the cardholder’s bank requests transaction clarification, often because the cardholder doesn’t recognize the transaction description. The cardholder’s bank will not immediately refund the disputed amount to the buyer, just inform you through SHOPLINE payments that there is a retrieval to be handled. You have to collect evidence and submit it to the SHOPLINE payments in time, or the retrieval will be escalated to chargeback.

 

  • Chargeback

In most cases, the cardholder will not raise a retrieval but directly a chargeback. If the cardholder’s bank makes a chargeback, the bank will freeze the disputed amount immediately and charge a chargeback fee. Then your SHOPLINE payments balance will also be frozen accordingly to the disputed amount and the chargeback fee. You have to collect evidence timely and submit it to SHOPLINE payments, or you will not receive the disputed amount as an income.

 

3. How to handle disputes

Disputes will occur for different reasons when the card holder contacts his card issuing bank. The dispute will usually follow the subsequent process:

 

  • The typical process for a retrieval

1) The cardholder disputes a charge with their bank
2) The credit card company sends a retrieval request. The credit card company does not freeze the disputed amount from you
3) The credit card company asks SHOPLINE payments to prove the charge was valid
4) You gather evidence to figure out whether the charge was valid and send it to SHOPLINE payments
5) SHOPLINE payments forwards your retrieval response to the credit card company
6) The credit card company reviews the evidence and gives feedback to SHOPLINE payments and you

 

  • The typical process for a chargeback

1) The cardholder disputes a charge with their bank
2) The credit card company sends a chargeback request and freezes the disputed amount and a chargeback fee from you
3) The credit card company asks SHOPLINE payments to prove the charge was valid
4) You gather evidence to figure out whether the charge was valid and send it to SHOPLINE payments
5) SHOPLINE payments forwards your chargeback response to the credit card company
6) The credit card company reviews the evidence and gives feedback to SHOPLINE payments and you

Caution: SHOPLINE payments will provide you with a channel to defend against retrievals and chargebacks, but SHOPLINE payments is not liable for chargebacks that occurred when using our platform. SHOPLINE payments is not involved in the decision-making of chargeback outcomes, which is at the sole discretion of the card company.

 

  • Action to resolve a chargeback or retrieval

You will receive our email notification for the dispute. Each dispute includes the dispute order information and the specific dispute reasons. You can resolve a chargeback or retrieval in the following ways:


1) Contact the customer
You can talk to the customer who made the order by phone or email to see if you can resolve the issue. If the customer agrees that the chargeback isn't necessary, they must contact their bank and ask them to drop the chargeback. You should also submit evidence that shows that the customer agreed to drop the chargeback

 

2) Add additional evidence
After the cardholder's bank makes a retrieval or chargeback, you have a limited time to submit evidence that the charge was valid.
The evidence you should submit depends on why the cardholder asked for a chargeback or retrieval. Keep your evidence relevant and consider including the necessary information such as proof of customer authorization, item delivery. You can also submit the terms of service and refund policy which shows on your website
If your store is closed or paused, and you receive an email about a chargeback, then you need to follow the link in the email to log in and pay for a new plan to reopen the store. After you reopen your store, you can submit the additional evidence for the chargeback. If you don't reopen your store, then only basic transaction information is submitted with the chargeback


3) Issue a refund to end a retrieval
If you think that the reason behind a retrieval is justified, then you can issue a full refund for the order to end the retrieval. If you issue a partial refund, then a full chargeback can still occur. If you issue a full refund, then the cardholder won’t be able to initiate a chargeback


4) Accept a chargeback
If you think that a chargeback is justified, then you can accept it by not submitting any evidence. The disputed amount is returned to the customer, and the chargeback fee of this transaction is also deducted from your SHOPLINE payments account

 

4. Reasons for a chargeback or a retrieval

Each credit card company has defined hundreds of specific chargeback codes representing detailed reasons for disputes. SHOPLINE payments has summarized the standard codes into seven classifications, and these classification groupings can better assist you with the corresponding evidence submission.

 

  • Product not received

For the chargeback marked as Product not received, you should try to get in touch with the customer first to figure out the problem. If you can resolve the problem with your customer, then you should tell the customer to contact their bank and say that they want to drop the chargeback. You should also submit evidence that the customer agreed to drop the chargeback.


How to prevent it:
1) For physical products, promptly ship them after payment is made
2) Estimate shipping and delivery dates as accurately as you can, and communicate clearly with your customer. If shipping delays arise unexpectedly, keep your customer informed
3) Save shipping labels, and for high-value products consider requiring a signature upon receipt
4) Make it easy for your customers to get in contact with you when they have issues receiving their products


If you can't resolve the issue with your customer, then you should submit the following evidence:
1) The date and time that you fulfilled the order
2) The billing information that the customer used
3) The shipping address that the customer ordered
4) Shipping or delivery information for the order
5) If the product or service was digital, an activity log that shows that the customer has accessed the relevant product or service
6) Any other evidence that helps to win the dispute

 

  • Product unacceptable

For the chargeback marked as Product unacceptable , you should start by trying to get in touch with the customer. If you can resolve the problem with the customer, then you should tell the customer to contact their bank and say that they want to drop the chargeback. You should also send evidence that the customer agreed to drop the charge.


How to prevent it:
1) Ensure that the descriptions of products or services shown in advertisements, online, or transaction receipts are accurate, complete, and not misleading
2) If you need to transport physical products, please ensure that the product packaging and transportation methods can protect the goods from damage
3) Never refer cardholders to the manufacturer to resolve the issue directly. Actually, the business selling the product is liable and should proactively solve problems


If you can't resolve the issue with your customer, then you should submit the following evidence:
1) The date and time that you fulfilled the order
2) The billing information that the customer used
3) Shipping or delivery information for the order
4) Descriptions or pictures of the products from your store that prove that they were as described
5) Any other evidence that helps to win the dispute

 

  • Credit not processed

For the chargeback marked as Credit not processed, if the customer informed you that the purchased product was returned or that the transaction with you was canceled, but you have not yet refunded or credited the customer.

You should start by trying to get in touch with the customer. If you can resolve the problem with the customer, then you should tell the customer to contact their bank and say that they want to drop the chargeback. You should also send evidence that the customer agreed to drop the chargeback.


How to prevent it:
1) Have a clear return or cancellation policy that’s easy to find or explicitly disclosed to the customer prior to purchase
2) Honor your written policies promptly when a customer requests and is entitled to a full or partial refund


If you can't resolve the issue with your customer, then you should submit the following evidence:
1) Your refund and return policies
2) Any emails or notifications you sent to the customer about the refund
3) An explanation of why the customer was not entitled to a refund
4) Any other evidence that helps to win the dispute

 

  • Duplicate

For the chargeback marked as Duplicate, If it is a reasonable deduction, then you should try to get in touch with your customer. If the customer agrees that the charge was justified, then you should tell them to contact their bank and say that they want to drop the chargeback. You should also send evidence that the customer agreed to drop the chargeback.


How to prevent it:
1) If a customer’s credit card is accidentally charged more than once for a single payment, refund the duplicates immediately
2) Send detailed receipts that explain every payment and make it easy to distinguish the unique reason for each collection


If you can't resolve the issue with your customer, then you should submit the following evidence:
1) An explanation of the reason for the two charges
2) Receipts that shows that the two charges were for different products
3) Any evidence of communication with the customer that makes the customer aware of the detail of the two charges
4) Any other evidence that helps to win the dispute

 

  • Unrecognized

For the chargeback marked as Unrecognized, it means the customer doesn’t recognize the transaction information on their credit card statement. Sometimes the customer might have forgotten about the purchase, or the purchase might have been made by a spouse, friend, or family member.

You should start by trying to get in touch with the customer. If the customer agrees that the charge was justified, then you should tell them to contact their bank and say that they want to drop the chargeback. You should also send evidence that the customer agreed to drop the chargeback.


How to prevent it:
1) Make sure your statement descriptor is easily recognizable to your customers and reflects the URL or business name they would associate with their purchase
2) Send receipts upon payment so your customers can recall what they paid for

 

If you can't resolve the issue with your customer, then you should submit the following evidence:
1) The date and time that you fulfilled the order
2) The billing information that the customer used
3) The IP address and country/region of the order
4) Shipping or delivery information for the order
5) Any other evidence that helps to win the dispute

 

  • General

For the chargeback marked as General, you should start by trying to contact the customer so you can figure out what the problem is. If you can solve the problem for the customer, then you should tell the customer to contact their bank and say that they want to drop the chargeback. You should also send evidence that the customer agreed to drop the charge.


If you can't resolve the issue with your customer, then you should submit the following evidence:
1) Details about the products that were ordered
2) The date and time that the order was fulfilled
3) The customer's billing information
4) The customer's IP address and country/region
5) Emails or other communication you had with the customer
6) Shipping or delivery information for the order
7) Proof of prior refunds or replacement shipments
8) Any other evidence that helps to win the dispute

 

  • Fraudulent

For the chargeback marked as Fraudulent, it means the cardholder didn’t authorize the charge. To deal with a fraudulent charge, you can try to contact the customer. The customer might have forgotten about the purchase, or the purchase might have been made by a spouse, friend, or family member.If the customer agrees that the charge was justified, then you should tell them to contact their bank and say that they want to drop the chargeback. You should also send evidence that the customer agreed to drop the charge.


If you think that the customer is mistaken or not telling the truth, then you should submit the following evidence :
1) The date and time that the order was fulfilled
2) The billing information that the customer used
3) Emails or other communication you had with the customer
4) The IP address and country/region of the order
5) Shipping or delivery information for the order
6) Any other evidence that helps to win the dispute

 

5. Fraud prevention

Any transactions that are without the cardholder’s authorization is regarded to be fraudulent transactions. Fraudulent transactions may lead to chargebacks and lead to your loss. During the process of transaction, you should try to look for any unusual issues and take action accordingly.

 

  • Different buyers but sending to the same address

If the user is using different account names and located in different states with different billing addresses, the destination is the same place. Usually, this is a sign of fraudulent transactions. You can always use the billing information and communicate with customers to judge whether there is a trend of fraudulent transactions.

 

  • Orders with a large transaction amount

If you receive an order value that is much higher than usual, then the customer identity should be verified, and the actual reason for the occurrence of the big transaction should be understood. By communicating with the customers, any non-logical demands or unreasonable grounds should be vigilant.

 

  • Verify if the IP address matches with the shipping address

The IP address and the recipient address may not be the same when the fraudster places the order. You can use Google Map and the free tools to quickly look up a specific IP address, such as http://www.whatismyip.com/ip-tools/ip-address-lookup. You can also check the distance between the recipient address and the IP address’ district. If the two addresses are located in two different countries, then you have to be vigilant. Of course, if the purchase is for gifts or brought on behalf of others, then the two addresses are acceptable.

 

  • Purchase with high-value, easy to be resold to cash

For electronic products, especially branded electronic products, they are easier to be resold or realized to cash. The merchants selling those high-value products are more likely to be targeted with fraudulent transactions. Under such circumstances, phone communication on the respective orders and question buyers accordingly to see how they reply. For example, merchants can double-check the order’s mailing address, phone number, name ,other information, etc.

 

  • Orders that requested “expedited”or “within 24 hours”deliveries

Whenever a fraudster does not mind any transportation costs and always requests for “expedited” or “within 24 hours”, merchants have then to be very vigilant.The physical products, in general, should be considering 24-48 hours delay dispatch. Such dispatching time allows cardholders to have the chance to reveal and report responsible fraud acts in their accounts. Under this circumstances, despite you will still receive a fraud report, at least you will not have any loss on your items.

 

  • Search for the email address

Searching for the email address on Google or another search engine can show if the email address was used in documented fraud attempts. You might also be able to find social media posts or other information that ties the customer to the email address.

 

  • Call the phone number on the order

You can also use a service such as 411.com to make sure the phone number is located in the same area code as the billing address. Fraudulent customers often use invalid phone numbers. If someone answers the phone, then ask them some simple questions about their order and see how they respond. Do they know the addresses, phone number, email, and name they used? Are they struggling to give you simple pieces of information? etc.

 

6. How are transaction disputes (chargeback) handled? I would like to know what mechanism SHOPLINE Payments have to avoid fraudulent transactions.

n most cases, we suggest that businesses have a customer service center, or show their contact information in storefront, where customers can contact to handle returns/refunds, this may greatly reduce chargeback on refusal of products. When customer raises a dispute, it is highly encouraged to take the initiative and contact the customer to find out the cause of the dispute. If the customer agrees to cancel the dispute, please ask the customer to cancel the dispute with the bank/card issuer, and it is advised to keep and submit the conversation record of the customer's decision to cancel the transaction dispute. Since transaction disputes might have different reasons, we will also follow the rules of credit card institutions (Visa, MasterCard) and require you to provide relevant information for defense, such as delivery records, service contracts, etc. Charges will be incurred when chargeback happened:

  • MY stores : MYR50.00 per transaction
  • SG stores : SGD16.00 per transaction

If a customer claims that the transaction is not authorized when raising a dispute, the credit card institution will take into consideration, whether the transaction has passed 3D verification or not, when reviewing the attribution of responsibility. SHOPLINE Payments enables 3D verification by default, hence customers will receive a "one-time password" (OTP) through SMS to the mobile number they have registered with the bank to authenticate the transactions. This will not just ensure the transaction security of customers, but also further provide merchants with an additional protection from chargebacks/frauds.

 

7. What is a reserved fund?

The reserved fund is used to prevent negative balance in your SHOPLINE Payments account due to disputes or refunds. We will reserve a proportion (usually 10%*) from the successful transactions of your online store as a deposit, which will be used in case of refund/disputed transactions. If there is no need to use the reserved fund, we will release the fund after certain period (usually 180 days*), and transfer it to your bank account like usual payout. For MY/SG stores, this deposit will not be applied by default. The respective team shall review every business on a case-by-case basis. If they would like to reserve a portion of funds for your business, the respective team shall inform you in advance. 

*The risk control team of SHOPLINE Payments reserves the rights to amend or adjust the proportion for deposit and holding period, according to the business type of the business.

 

About Backend Operations

1. Can I use SHOPLINE Payments and PayPal at the same time?

Yes, you may use SHOPLINE Payments and PayPal at the same time. To setup PayPal, you may refer to this FAQ : PayPal Setup

While for other third-party payment gateway, such as Stripe, kindly take note that each store can only be configured with only one payment gateway’s credit card payment method. If you have integrated your Stripe Credit Card payment method in admin panel, the SHOPLINE Payments Credit Card payment method you have activated previously will be disabled from the storefront automatically. 

 

 

2. What will appear on customer’s credit card statement? Can we customize the business name?

The name you have filled in the column of [Transaction name] when submitting the Basic Verification for SHOPLINE Payments will appear on customers’ credit card statement:

mceclip9.png

If you wish to change the name, kindly contact our Merchant Success team via live chat.

 

3. We have different assistants in our store. Can we assign different permissions?

To adjust the permission rights, you may go to [Settings] > [Administrators and Permissions] to edit the permissions you have activated for the admins:

mceclip10.png

If the [Payments] is unticked, the admin account will not be granted permission to access the payment settings:

(Without the permission of Payments)

mceclip11.png

(With permission of Payments)

mceclip12.png

 

Malaysia SHOPLINE Payments Application Requirements

Website requirements

The following are the basic website requirements that the merchants have to fulfill before they submit their SLPay application. 

  • Homepage
  • The front page of the website must not contain Shopline’s default template photos.
  • The merchant’s basic information such as the company’s logo, featuring products, social media, etc. should also be present. 

 

  • Products page
  • The merchant must publish at least 3 products. In case the merchant does not have 3 products, they should inform the risk team by sending their responses to  slpayments.my@shoplineapp.com to confirm this. 
  • Product prices must be displayed accurately. 
  • Product descriptions should not be misleading or contain pseudoscience or exaggerated claims.

 

  • Contact information 
  • Phone number or email displayed at the homepage / create a “contact us” page with the contact information clearly written.   
  • They should not be misleading. 

 

  • Policies page 

The following act as a guideline for merchants to prepare the mandatory policies. Please take note that this is only a general guide that can be applied to many different kinds of merchants, but the merchants shouldn’t just rely entirely on it. It is the merchants’ responsibility to ensure that the terms and conditions in the policies are tailored and specific to the merchants’ business natures. 

 

All policies must not include unrelated company names, or T&C that are irrelevant to the merchants’ business natures. 

 

  • Delivery Policy
      1. This policy should include the delivery time required, delivery method, delivery fees, and other basic delivery information. 
      2. Pre-order products - if merchants would like to sell pre-order products, the estimated delivery time should also be clearly indicated.
  • Refund Policy
    1. The merchant should state clearly whether they provide refunds. 
    2. Merchants who offer refunds should at least include the conditions for refund, the refund method, and the refund process. 

 

  • Privacy Policy
    1. This policy can include T&C like the purpose of information collection, how information is kept, non-disclosure of information, etc. 

 

KYC Mandatory Documents

These are the basic & mandatory documents that are required for KYC. Every merchant should provide the following documents according to their respective entity types and the documents should not be blurry, unclear or hard to read

Application type

Establishment document

ID copies

Bank Statement

Individual

Not Applicable

Applicant


Applicable to all application types.


Must include: 

- Bank Name

- Acc Holder name 

- Statement Date 

- Acc number

Sole proprietorship

Certificate of registration 


  1. Borang D - PERAKUAN PENDAFTARAN AKTA PENDAFTARAN PERNIAGAAN 1956 

OR 

  1. Borang E - PERAKUAN PEMBAHARUAN PENDAFTARAN AKTA PENDAFTARAN PERNIAGAAN 1956

Owner

General Partnership

Certificate of registration 


  1. Borang D - PERAKUAN PENDAFTARAN AKTA PENDAFTARAN PERNIAGAAN 1956 

OR

  1. Borang E - PERAKUAN PEMBAHARUAN PENDAFTARAN AKTA PENDAFTARAN PERNIAGAAN 1956

All partners

Private limited 

(Sdn. Bhd.)

Certificate of Incorporation 


  1. Borang 9 - PERAKUAN PEMERBADANAN SYARIKAT SENDIRIAN
  1. All directors 
  2. All shareholders with > 25% TOTAL ownership in the merchant.

Limited Liability Partnership (PLT)

Certificate of Registration 


  1. PERAKUAN PENDAFTARAN PERKONGSIAN LIABILITI TERHAD

All partners

 

 

Other related contents

Application Introduction|SHOPLINE Payments

Account Management UI|SHOPLINE Payments

 

  

Have more questions? Submit a request

Comments