SHOPLINE Payments Hub: Multiple Account Management App

SHOPLINE Payments Hub is a centralized financial and asset management platform built specifically for cross-border merchants and multi-store businesses. By linking all SHOPLINE Payments accounts under a single unified team, it helps eliminate the need to repeatedly log in and out of multiple store admin panels when switching between different stores and entities

With Payments Hub, you can view global balances, export consolidated reconciliation reports across multiple entities, customize auto-payout schedules, and centralize chargebacks handling from all your stores.

This guide walks you through how to install the app, link your stores, and manage its core features.

Installing the App

1. From your SHOPLINE admin panel, go to Apps in the left menu and click the + icon.
2. Search for the SHOPLINE Payments Hub and click Install.
3. Click Authorize and Install to complete the installation.

4. After installation, you will be redirected to the SHOPLINE Payments Hub login page. Complete the required app registration to proceed.

   

Setting up Your Team

Creating or Joining a Team

When you log in for the first time, you need to complete the initial team configuration based on your role:

• Create a new team: If you are the team owner or primary finance manager, please select this option. The team will be named after your registration email by default and can be changed at any time. Successfully creating a team is required before you can link merchant accounts or assign access permissions to members.

  

• Join an existing team: If you have been invited to assist with financial reconciliation or dispute handling, please select this option. Your registrated email will be displayed. Simply copy it and send it to the team owner or admin, who can add you via Member management page. You will not need to complete the store linking steps.

  

Linking Your Merchant Accounts

After creating your team, follow the steps below to consolidate financial data across your stores:

1. Search stores: Go to the Link accounts page. The system will automatically display the list of stores your current account has access to. 

   

   If the store you want to link is not listed, you can search by Store handle or SHOPLINE Payments account number (MID).

   

2. Submit linking request: Select one or more stores you want to link and click Apply for Linking. The store status will update to Application submitted and the authorization request valid for 72 hours will be created.
3. Complete two-way authorization:
   • If you have admin access to the store: Verify that you have Merchant Management permissions in SHOPLINE Payments (go to Settings > Payments > Account > Merchant Management > SHOPLINE Payments Hub Authorization). Then click Go to Authorize in the Hub's pending authorization list and click Approve Authorization to complete.
   • If you do not have admin access to the store: Click Send Email. The system will automatically send an approval email to the store's responsible person, who can click the secure link in the email to complete authorization online.

Managing Your Team

After creating your team and linking your stores, the owner or admin can invite members and configure access permissions to ensure the security of sensitive financial data and system settings.

Inviting Members

To invite a new member:

1. Add member information: Go to the Member management page and click Add member. Enter the member’s email address and assign a role.

   

2. Send the invitation: Review the information and click Submit invitation email. The system will automatically send an invitation to the specified email address, and the member’s status will appear as Pending in the list.

   

3. Activate the account and resending mechanism: The invited member can click the activation link in the email to set a password and complete registration. If they don’t receive the email, you can click Resend invitation.

   

Managing Role and Permissions

The system has two built-in roles with clear permission boundaries:

• Admin: A senior team role with full access to all features enabled by default and is suitable for core management staff.
• Operator: A front-line role for staff such as customer service agents, cashiers, or finance specialists. All feature permissions are disabled by default and must be assigned manually by the owner. Operators have two permanent restrictions that cannot be overridden:
  1. No permissions to link new merchants: They can only view stores that have already been assigned to them, and the Link new merchants feature is unavailable.

  2. No permissions to manage team structure: They cannot use member management permissions such as add, edit, delete, resend invitations, or modify member roles, ensuring team configuration stability.

     

Managing Data Access Isolation

In addition to feature permissions, you can control which stores each member can view: 

• All accounts: The member can view all stores currently linked to the team and will automatically gain access to any new stores added in the future. This is suitable for company-wide finance managers.

• Specific accounts: The member can only see the stores you select. All data for unselected stores, including asset balances and dispute records, are completely hidden from them. Best suited for independent teams organized by regions or markets.

  

Key Features

Merchant management

1. Track new store associating progress: When you need to add new stores into your current admin panel, you can track the progress through this menu:
   • Status Update: Once a new store associating is initiated, a blue banner at the top of the homepage will display in real time, “Associatin X merchants. They will appear in the list once authorized.”
   • View Pending Authorizations: Click View pending list in the banner to see all stores awaiting approval status. You can directly Authorize now or Send email to notify the responsible person.
2. Customize merchant names: By default, stores are displayed using their Merchant ID or store handle.
   • Custom name: In the Merchant Name column, click the pencil Edit icon to rename the store for easier identification based on your team’s workflow, such as US Store or Offline Store.
   • Sync across the platform: After saving, the custom name will sync across the entire system, including balances, reports, and dispute handling, making it easier to identify accounts in daily operations.
3. Managing unlinked and contract-renewed merchants: During business operations, some stores may undergo ownership changes, contract updates, or unlinked from the platform.
   • Historical data access: The system allows you to retain the unlinked or contract-renewed stores, enabling the finance team to trace past financial data and remaining values.
   • Security interception: To prevent accidental actions, these stores will appear with a grayed-out status in the list and displayed as “Temporarily unable to view the admin of unlinked/transferred stores.” The system will block redirection at this point, retaining only the data audit view.
4. SHOPLINE Payments account authorization revocation (reverse authorization cancellation): The Merchant Management menu is integrated with SHOPLINE Payments’s anti-authorization protection mechanism/access control system, allowing store owners to revoke a team’s access to their store at any time./ to cut off or control data access at any time.
   • Store owner permission management: Store owners can access the SHOPLINE Payments Hub permission/authorization management page at any time to view all teams currently authorized to access the store’s data through Hub.
   • Revoke access immediately: Authorized users can directly select the corresponding account and click “cancel/revoke authorization.” After confirmation, the Hub’s access to that merchant/store will be cut off immediately, and the affected team will no longer be able to view or manage the store’s data.

Account Balance

The Account Balance page helps you monitor and manage the overview of funds across all your linked accounts and business entities in real time. It consists of two sections:

1. Global Balance Summary

   

The upper section of the page displays a consolidated balance dashboard. The system automatically converts all foreign currency balances of linked accounts to a single reporting currency (USD) using real-time exchange rates. It includes the following metrics:

• Withdrawable Balance: The total sum of all balances across your linked accounts, converted into the reporting currency (USD). 
• Available Balance: Funds that are currently available for use, including manual payouts, refunds, or handling chargeback deductions.
• Pending settlement Balance: Funds in transit. Based on your settlement cycle, the system summarizes all transactions and deducts relevant fees, margins, reverse transactions. Once it is completed, the funds will be transferred to your available balance. 
• Frozen Balance: Funds locked due to active refunds or chargeback disputes. These are held here until the bank reaches a final decision and they will either be deducted or released back to your available balance.

• Reserve Balance: Includes rolling reserve, which are charged at a fixed percentage of each order and released after a risk period, and fixed reserve, which are charged based on risk compliance assessment.

  Note: Frozen balance and margin balance are risk-locked funds and cannot be used to issue proactive refunds. Ensure your available balance is sufficient for day-to-day operation.

2. Merchant detail list: The lower section of the page displays detailed financial information for each linked accounts, making it easier to reconcile funds and monitor individual stores:

• Merchant and account information: It clearly displays Store handle, SHOPLINE Payments account number (MID), merchant name, business entity, and time zone.
• Store status: Real-time display of merchant’s operational status, such as normal, payout disabled, payment disabled, or refund disabled, allowing you to quickly identify abnormal issues.

• Original currency balance: Instead of displaying only converted USD, the list shows each store's original currencies (e.g. GBP, AUD, USD) for precise reconciliation. It includes withdrawable Balance, pending settlement balance, pending balance, and reserve balance.

  Note: You can use the entity filter at the top of the page to view balances by business entity. By default, the page displays the sum data for all entites. If your organization operates under multiple merchant entites, select a specific entity from the dropdown to view balance information only for the stores associated with that entity.

Auto Payout Settings

Auto payout settings allows you to configure automated payout rules for each linked account, reducing the need for manual withdrawals.

You can configure accounts individually or apply settings to multiple accounts in bulk. To ensure accurate and compliant payout processing, bulk configuration are available only when all selected accounts use the same payout currency. The interface fields and validation rules are identical for both individual and bulk configurations.

Whether configuring individually or in bulk, the following four settings are required:

1. Auto payout toggle: Merchants can decide whether to enable the automatic payouts for their accounts.
   • Enabled: The system processes payouts according on the configured schedule.
   • Disabled: Funds remain in your available balance until you withdraw manually.

2. Payout schedule: Merchants can choose according to their financial reconciliation habits in the following four payout schedules:

   • Every business day: Payouts are triggered Monday through Friday on bank settlement days.
   • Weekly (Fixed business day):  Payouts on a specific business day each week.
   • Monthly (Fixed business day): Payouts on a specific business day each month. 
   • Monthly (Fixed date): Payouts on a specific calender date each month, for example, the 1st of every month. 

   Note: If a scheduled payout date falls on a public holiday or non-banking day, it will automatically postpone to the next available business day.

3. Minimum auto payout amount: Set the minimum available balance required before a payout is triggered. At each scheduled payout, the system checks the account's available balance.

   • If the balance is greater than or equal to the set minimum payout amount, the payout is processed automatically.
   • If the balance falls below the threshold, no payout will be triggered for that cycle.

   Note: It is not recommended to set the threshold too low. If the balance after bank withdrawal fees falls short, the payout may fail.

4. Retained balance: To prevent automatic payouts from withdrawing all available funds, which could cause a negative balance if a refund or chargeback is later applied, you can configure retained balance.
   • No retained balance: All available funds above the minimum payout amount are paid out automatically.
   • Set retained balance: A payout is only triggered when: Available Balance ≥ Retained Balance + Minimum Payout Amount.

When this condition met, only the amount above the retained balance is paid out, keeping it in your account as a buffer for future refunds or chargebacks.

Dispute Records

When a customer files a chargeback with their bank, the transaction enters a dispute process. The disput records page consolidates all disputes across your team and stores in one place for efficient tracking and management.

During daily reconciliation and operations, you can manage disputes efficiently through the following sections:

1. Dispute alerts and filtering

• Global alerts: When a store has urgent disputes, an orange banner appears at the top of main pages showing “Pending disputes: X. Resolve this as soon as possible, or the funds may be returned to the customer.” Click View Now to go directly to the dispute list.

  

• Category tabs: The dispute list is organized into three tabs, Chargeback, Pre-Chargeback, and Retrieval request with quick filters such as Pending and Evidence returned to help you prioritize the most time-sensitve cases.

  

2. Viewing dispute details: Click View on any dispute to open the detail page. It provides a complete overview of the disputed transaction, helping you evaluate whether to select Accept dispute or Challenge dispute.

   

• Key information: The dispute reason (e.g., item not received), disputed amount, and respond deadline. Disputes not responded to by the deadline will result in an automatic refund to the customer.
• Original transaction info: Transaction ID, order date, payment method, billing address, item details, and payment history.
• Dispute fee breakdown: The actual dispute amount, fee, and total amount deducted.

3. Submitting dispute evidence: To dispute a chargeback, click Challenge dispute to open the evidence submission page. The more complete your evidence, the stronger your case:

• Enter the carrier name, tracking number, and shipment date.
• Upload supporting documents in JPG, PNG, TIFF, PDF, or XLSX format across any of the following categories:
  • Customer communication: Screenshots of chats, emails, or messages showing the issue was resolved or the customer agreed to withdraw the dispute.
  • Order information: Admin screenshots showing product details, buyer information, and recipient details.
  • Shipping information: Delivery records including tracking number, shipping method, tracking history, and proof of delivery.
  • Refund proof / invoices / other documents: Any evidence showing a refund was issued or service was fulfilled.
• Add up to 300 characters of additional notes, then click Submit.

4. Resubmitting returned documents: After submission, they will undergo an initial review by the system and the risk control team.

• Highlighted issues: If issues are found, a red warning box will appear at the top of the dispute page, clearly indicating the required actions. For example, 1. Please provide additional dispute evidence: shipping information. 2. Please provide additional dispute evidence: shipping policy/order fulfillment policy.
• Required updates: Merchants must update and resubmit the required materials based on the feedback. This helps ensure the strongest possible case when the dispute response is submitted to the card issuer for final review.

Managing Reports

The Report management page is where your finance team can download transaction records and run periodic reconciliation. All reports are generated asynchronously, so you can continue working while files are being prepared.

1. Report types: The platform offers four types of financial reports:

   

• Monthly combined statement: A monthly report automatically generated on the 1st of each month. Covers all account balance changes and transaction details for the previous month.
• Settlement batch report: Contains all settled transaction batches within a selected date range. Used to reconcile actual amounts received.
• Transaction report: The most granular report, showing individual transaction events including settled and pending transactions and payouts. Supports date ranges of up to 92 days per download.
• Available balance history: Records every change to your Available Balance — including refunds, chargeback deductions, and other adjustments — and automatically links each entry to the relevant order.

2. Exporting reports for multiple entities: To simplify the report export process for multi-entity and multi-store businesses, the system supports efficient bulk selection and report generation:

   

• Multi-entity selection: On the report generation page, the system provides a multi-select Entity dropdown, allowing merchants to select multiple business entities at once.
• Consolidated report generation: Finance teams can select multiple entities in a single operation without switching between different admin panels. After clicking Confirm Export, the system will process and consolidate data from all linked stores under the selected entities.

3. Downloading reports: Because financial reports for businesses may contain large amounts of data, all report exports use an asynchronous generation process. After clicking Export, you do not need to stay on the current page and wait. You can continue with other tasks while the report is being generated.

   

• Centralized download management: All exported files are automatically submitted to the Download Center in the top-right corner of the page, where they are queued and generated asynchronously.
• Download status notification: Once a file has been generated and is ready for download, a red notification badge will appear on the Download Center icon in the top-right corner, indicating that files are available for download.

Navigation Features

The top navigation bar provides quick access to team switching, help resources, language settings, and account options.

Switching Between Teams

If your account belongs to multiple teams, you can switch between teams from the team dropdown menu in the top navigation bar without logging out.

• Switch between teams seamlessly: Click the current team name displayed in the top navigation bar to view all teams you have access to. Select a team to instantly switch between its financial and store data without repeatedly signing in.
• Edit team name: In the expanded team settings menu, click Edit next to the team name. The team owner or admin with the required permissions can update the team's display name to make it easier to identify different organizations.

Help Center

Click the question mark icon in the top bar to open the Help Center. 

You can access FAQs, detailed guides for each features, and the latest support resources to quickly resolve operational questions.

Language Settings

Click the current language displayed in the top-right corner to open the language selection menu. 

The platform supports seamless language switching, such as Simplified Chinese and English, allowing global and cross-border teams.to select their preferred language based on their working needs.

Account Settings

Click your profile avatar or account name in the top-right corner to access:

• Profile: View your current login email.
• Change password: Update your account password to maintain security.
• Log out: Sign out of the system when using a shared or public device to help protect your store and financial data from unauthorized access.