Merchant Support - FAQ's

If you can’t find the answer to your question here, feel free to open a support ticket. We’ll get back to you within 24 hours (excluding weekends).

Account Related

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

You can reset your password using the tool on the login page. If you encounter any issues, simply open a support ticket, and we’ll get back to you within 24 hours (excluding weekends).

What is the cost to create a test account, and are there any setup fees?

Creating a test account with 2000Charge is completely free, and there are no upfront setup fees.

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

We welcome merchants from around the world, with the exception of business entities in Russia, India, and China. Shareholders from these countries are permitted, but the company itself must be located elsewhere. We accept all types of websites, provided they are not listed in our prohibited businesses list. We also reserve the right to decline or cancel any merchant, regardless of location, if they are 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. Our platform is designed to allow Independent Sales Organizations/Agents (ISOs) to refer merchants to 2000Charge and earn commissions based on the sales volumes generated through alternative payment options. For more details, please reach out to us at sales@2000charge.com.

Can I use my own merchant account?

Yes, you can. However, please note that automated setup is not available in our current release. We can provide you with a checklist of the required supporting documents, which typically include a government-issued ID or driver’s license, a voided check from your business checking account, Articles of Incorporation, and the last three months of processing statements (if applicable).

Will there be a rolling reserve for my account?

Yes, a rolling reserve will be applied as a percentage of each transaction, with a 90-day rolling schedule.

Do you offer customer support?

Yes, we do.

How are chargebacks handled?

Chargebacks are reported in the Merchant Portal Merchant Portal, along with the reason (if available). The amount for the chargeback will be deducted from your settlement.

I have a question that isn't answered in the FAQ. What should I do?

If you can’t find the answer in the FAQ, please open a support ticket, and we’ll respond within 24 hours (excluding weekends).

This all sounds great! How do I create a test account?

Simply complete the 2000Charge signup form and you’ll be ready to start testing the system in just a few minutes!

Settlement and Deposits

How do I get my funds?

Settlements will be deposited into the account specified in your Business Case within the Merchant Portal. Available settlement methods may vary based on your country of business and include SEPA, ACH, and Wire transfers.

How often are funds settled?

Funds are settled every 10 business days. Please note that additional verification may be required for businesses with no established processing history or new businesses. This verification typically involves direct communication with the consumer of the product or service to ensure customer satisfaction, minimize chargebacks, and confirm the legitimacy of new merchant accounts. While the verification process is usually seamless, any difficulties in verifying your account status may delay your payout, which can be held for up to two settlement cycles (20 business days). Once orders are verified, payments may be released earlier.

‍Note:
Merchants selling tangible goods should not expect payment until 2000Charge confirms the receipt and delivery of products as per the terms on your website. Merchants selling digital goods or services (e-books, hosting, etc.) will not receive payment until 2000Charge confirms delivery of those goods or services.

What is the minimum settlement amount?

The minimum settlement amount is $100 for ACH or SEPA payouts. For wire transfer settlements, the minimum is $500. Please note that if invoices are deducted from the settlement, the remaining amount must meet the $100 (ACH/SEPA) or $500 (wire transfer) minimum after deductions.

I'm using wire transfer, but I don’t want to pay a $40 fee for a $100 settlement. What can I do?

No problem! You can set a higher settlement minimum (e.g., $1000) or switch to an alternative settlement method, such as bank transfer, to avoid the fee.

We didn’t receive our settlement. Where is our payment?

First, check the Settlement tab in the Merchant Portal to confirm that a settlement has been sent. If you see it listed but haven’t received the payment, it may have been returned. You can filter for returned settlements in the portal. If you can’t find it, please open a support ticket, and we’ll help you resolve the issue. Rest assured, we will make every effort to contact you and ensure your payment is settled, even if you don’t reach out.

Who do I contact to update our bank account information?

To update your settlement bank information, please open a support ticket. Be aware that you may need to provide certain documentation to complete the process.

We updated our bank account number. How can I confirm that the information was updated?

Settlements are configured per business case, though most users typically have only one. To verify your updated Settlement information, log in to the Merchant Portal, navigate to the Business Cases section, and click on your Business Case link. Scroll down to view the Settlement data and confirm the details.

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 introduced a standardized system that replaced individual countries' account and routing numbers with the IBAN (International Bank Account Number) and BIC (Bank Identifier Code). This advancement simplifies cross-border payments and streamlines bank information, fostering greater efficiency and consistency across the SEPA region.

What does SEPA stand for?

SEPA stands for the Single Euro Payments Area.

What are IBAN and BIC?

IBAN, or International Bank Account Number, is a standardized format for bank account numbers. It includes an international component (country code and check digits) and a national part unique to the account. The length of the IBAN varies by country; for instance, IBANs in Germany are 22 characters long.BIC, or Bank Identifier Code (also known as a SWIFT code), uniquely identifies banks and financial institutions. It consists of eight or eleven alphanumeric characters. Both IBAN and BIC facilitate secure and efficient international payments. Learn more about how IBAN and BIC work together to simplify global transactions.

Where can I find my IBAN and BIC?

You can locate your IBAN and BIC on your bank statement or the back of a recent bank card. If you're unable to find them, simply contact your bank, and they will provide you with the necessary details.

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

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