Merchant Support - FAQ's

If you have any questions you can't find an answer to here, please open a support ticket and we will respond within 24 hours (excluding weekends.)

Account Related

I forgot my password to the merchant portal. What do I do?

You can use the password reset tool on the login page to request a new password. If you have trouble, please open a support ticket and we will respond within 24 hours (excluding weekends).

How much does it cost to create test account? What are the set up fees?

There are no upfront set up fees to get an account to use 2000Charge.

Do you accept merchants and sites from all over the world?

We accept merchants with from all over the world, excluding business entities in Russia, India and China. Shareholders of the business can be from these countries, however not the company.

We accept all types of websites, provided they are not in our prohibited businesses list. We reserve the right to decline or cancel any merchant from any part of the world who is suspected of violating our terms.

How do I see my sales/stats?

The Merchant Portal features advanced reports, standard reports and customizable reports which are all updated in real-time.

Tell me about 2000Charge

2000Charge, Inc. is a global financial services organization established in 1999 to provide e-commerce merchants an end-to-end solution for credit card alternatives. As the pioneer in alternative payments, the company operates worldwide and has global reach in the European Union, Canada, Latin America, Asia Pacific and the United States. Many of our products were among the first to be introduced to the online payment market.

Our company provides a global payment infrastructure to assist in maximizing conversions of international traffic and revenue streams with a broad portfolio of payment solutions local to consumers.

We focus on high-growth, payment-related and internet-related services and consolidate the entire portfolio of solutions to streamline the checkout process for international consumers.

Do you have a partner program?

Yes, we do. It was designed to provide Independent Sales Organizations/Agents (ISOs) the ability to refer merchants to 2000charge and receive commissions on the volumes the merchants generate from sales using alternative payment options.For further inquiries, please contact us at sales@2000charge.com.

Can I use my own merchant account?

Yes, however automated set up is not available in our current release. We can provide a checklist of necessary supporting documents. Some standard items include a copy of your government-issued Identification Card or Driver License, a voided check from your business checking account, Articles of Incorporation, and most current three months processing statements (if applicable).

Will there be a rolling reserve for my account?

Yes - it will be held as a percentage of the transaction with a 90 days rolling schedule.

Do you offer customer support?

Yes, we do.

How are chargebacks handled?

Chargebacks are reported in the Merchant Portal along with the reason for the chargeback, if available. Chargebacks will be deducted from your Settlement.

I have a question which has not been answered by the FAQ's. What do I do?

If you have any questions you can't find an answer to here, please open a support ticket and we will respond within 24 hours (excluding weekends.)

This all sounds great and I want to Create Test Account! What's the next step?

Just complete the 2000Charge signup form and you can be testing the system in a few minutes!

Settlement and Deposits

How do I get my funds?

Settlements will be deposited in the account defined in your Business Case in your Merchant Portal. Available settlement methods can vary based on country of business and include SEPA, ACH and WIRE.

How often you settle the funds?

Funds are settled each 10 (ten) business days. Please note that in certain cases additional verification of your business might be applied. Businesses which don't have an established processing history and new businesses are subjected to further verification process. This process is usually done through direct communication with the consumer of the product or service.

The verification process is applied to ensure customer satisfaction, which results in fewer refunds, chargebacks, and allows 2000Charge to confirm the legitimacy of new merchant accounts. The verification process is typically seamless, but the difficulty in verifying the status of your account can result in the delay of the payout.

The payout can be held up for two settlements cycles (20 business days), however, once orders have been verified, payment may be released earlier.

Note: 
Merchants selling tangible goods should not expect payment until 2000Charge confirms the receipt of products shipped and delivered as per terms advertised on your website.Merchants selling digital goods and services (e-books, hosting, etc.), should not expect payment until 2000Charge confirms that the goods and services have been delivered.

What is the minimum settlement?

There is a minimum Settlement of $100 in case of ACH or SEPA payout. In case of wire transfer settlement method there is a minimum settlement of $500. Note that if invoices are deducted from a settlement, the sum needs to be $100/$500 after the deductions.

I'm using Wire, and I don't want to pay $40 to transfer only a $100 Settlement?

No problem, you can define a higher Settlement minimum e.g. $1000 or change to Bank Transfer.

We didn't receive our Settlement. Where is our payment?

The first thing to check is the Settlement tab in the Merchant Portal and make sure a Settlement was sent. If so, and you have not received it, the Settlement may have been returned. The Merchant Portal allows filtering for returned Settlements, so check to see if it is listed there. Then please open a support ticket and we will get you your payment. Rest assured that even if you do not contact us, we will do everything we can to reach out to you to settle up.

Who do I contact if we need to change our bank account?

Please open a support ticket to change your settlement bank information. Please note that certain documentation may be needed.

We changed our bank account number. Where do I check that the information was updated?

Settlements are made per business case, though most people will only have one. To check your Settlement information, log into the Merchant Portal, click 'Business Cases' then click your Business Case link. Scroll down to see the Settlement data.

Why do you need my SSN/EIN/Government ID?

As a financial institution, we have to adhere to strict financial compliance regulations.

SEPA

What is SEPA?

On August 2014, the Single Euro Payments Area (SEPA) initiative replaced the system of using the individual countries' account and routing numbers with a standardized IBAN (International Bank Account Number) and BIC (Bank Identifier Code). This facilitates easier cross-border payments and standardized bank information.

What does SEPA stand for?

SEPA stands for the Single Euro Payments Area.

What is IBAN and BIC?

IBAN stands for International Bank Account Number. It consists of an international part containing the country code and check number, and a nationally defined component. The length of the IBAN varies by country. Germany, for example, has 22 digit IBANs.

BIC stands for Bank Identifier Code ( also known as SWIFT code). It is the unique identification of bank/credit institutions and is eight or eleven characters long.Learn more about IBAN and BIC.

What can I find my IBAN and BIC?

Your IBAN and BIC can be found on your bank statement, or on the back of a recent bank card. You can also ask your bank for them.

What currency can I process with SEPA?

All SEPA transactions need to be processed in Euro.

How does a consumer make a SEPA payment?

Payments are made via bank transfer. Consumers based in the SEPA countries and territories provide their International Bank Account Number (IBAN) to complete a payment.

Why is having SEPA important?

SEPA eliminates the roadblocks of cross-border bank transfers so people in different countries can buy and sell as if they were in the same country without having to have bank accounts in different countries. This creates a single market of more than 520 million people in 50 countries and territories who can make payments in euros under the same conditions, regardless of their location.

What steps can I use to prevent chargebacks?

We offer a tool called SMS Verification, which requires the consumer to have a valid phone number. To verify the consumer's identity, they receive a text message on the phone, which they need to enter into the payment form before the transaction is submitted. SMS verification is enabled by default and considered mandatory for SEPA processing, however, can be disabled on a case by case basis upon written request.

Merchant FAQs

Account Related

Settlement and Deposits

SEPA

Ready to increase your revenue with local payment methods?