SHOPLINE payments allow you to accept all major credit and debit cards, including Visa, MasterCard, American Express and more. SHOPLINE Payments also supports Apple Pay and Google Pay, so that customers can check out with one tap in your store.

When you capture a payment for an order, you’re charged a SHOPLINE payment fee to cover the cost of processing the payment. This fee depends on the type of subscription plan that you are on. 

 

Table of content

About SHOPLINE Payments: Application

• Applying for SHOPLINE Payments
  • SHOPLINE Payments PCI compliance requirements
  • Differences between Basic and Advanced verification
    • Basic store information before submitting an application checklist
  • Requirements for bank statements
  • Application review process
  • SHOPLINE Payment terms of use
• Can SHOPLINE Payments be used by all mainland China cross-border businesses?
  • [China] SHOPLINE Payments withdrawal method
  • [China] KYC settlement report sample
• Restrictions of product types sold

About SHOPLINE Payments: Transactions

• Verifying payments made through SHOPLINE Payments
• What does the term "3D verification" refer to?
  • Is 3D verification supported by SHOPLINE Payments?
• Why was the payment from the customer unsuccessful?
  • What caused the transaction to fail with the error message "Payment1 failed! Query out result: Declined”?
• Which payment methods am I able to apply?
  
  • What are the processing fees of SHOPLINE Payments
  • How can I determine the processing fee charges?
  • What is the process for issuing refunds to my customers?

About SHOPLINE Payments: Fund Settlement

• How long does it take for funds to be settled?
  
• What is the reason that I am unable to withdraw the full order amount?
• Why is the withdrawal status on my SHOPLINE Payments platform showing as frozen?
• What is the reason for me to provide/upload the tracking number?
• SHOPLINE Payments account indicates that the withdrawal on the 10th was successful, but upon checking, the amount has not been transferred to the account.
• Is it possible for me to manually choose the date for withdrawal?
• [China] Is it allowed to withdraw to other third-party virtual accounts, such as Payoneer, Pingpong, WorldFirst, etc.?

About SHOPLINE Payments: Disputes

• What does the term "transaction dispute" (chargeback) mean?
  
• What are the types of disputes?
• What is the process for handling disputes?
• Reasons for a chargeback or a retrieval
• How to prevent fraud
• How are transaction disputes (chargebacks) handled?
• What are reserved funds used for?

About SHOPLINE Payments: Operations

• Can I enable both SHOPLINE Payments and PayPal as payment options simultaneously?
• Is it possible to customize the business name that appears on the customer's credit card statement?

• Are we able to set distinct permissions for each assistant in our store?

 

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About SHOPLINE Payments: Application

Applying for SHOPLINE Payments

SHOPLINE payments allow you to accept all major credit and debit cards, including Visa, MasterCard, American Express and more. SHOPLINE Payments also supports Apple Pay and Google Pay, so that customers can check out with one tap in your store.

When you capture a payment for an order, you’re charged a SHOPLINE payment fee to cover the cost of processing the payment. This fee depends on the type of subscription plan that you are on.

Find out more about SHOPLINE Payment application and transaction fees.

 

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SHOPLINE Payments requirements

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Differences between Basic 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 them to your storefront. 

While 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. 

Currently, only SG, TW, HK have both Basic and Advanced verification.

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

 

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Basic store information before submitting an application checklist

To better understand your shop and product information, kindly make sure the below information is 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 guides to set up:

• Add your first product
• Website address set up and store design
• Online store page management
• Site Navigation
• Set up Delivery Method

 

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Requirements for bank statements

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

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

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Application review process

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

 

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SHOPLINE Payment terms of use

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

• Privacy Policy
• (General) Terms of Service
  • (Malaysia) SHOPLINE Payments Terms and User Agreement

  • (Singapore) SHOPLINE Payments User Agreement 

• Cross-border payment settlement service agreement
  
  

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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)

 

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[China] SHOPLINE Payments withdrawal method

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.

 

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[China] KYC settlement report sample

The 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.

 

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.

 

Samples for Settlement Report:

Paypal Settlement Report (Sample)

Amazon Settlement Report (Sample)

 

Asiabill Settlement Report (Sample)

 

PingPong Settlement Report (Sample)

 

Pacypay Settlement Report (Sample)

 

 

Stripe Settlement Report (Sample)

 

 

Airwallex Settlement Report (Sample)

 

 

Payoneer Settlement Report (Sample)

 

Oceanpayment Settlement Report (Sample)

 

 

LianLian Settlement Report (Sample)

 

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Restrictions of product types sold

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

 

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.

 

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About SHOPLINE Payments: Transactions

Verifying payments made through SHOPLINE Payments

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

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

• 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

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

 

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What does the term "3D verification" refer to?

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.

 

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Is 3D verification supported by SHOPLINE Payments?

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.

 

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Why was the payment from the customer unsuccessful?

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:

 

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What caused the transaction to fail with the error message "Payment1 failed! Query out result: Declined”?

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.

 

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Which payment methods am I able to apply?

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 :

 

China:

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

 

Singapore:

Payment methods	Description	Eligible for application
Credit Card	Supports Visa, MasterCard, AMEX	Individual Sole proprietorship Limited Liability Partnership Limited Company
GrabPay
ApplePay & GooglePay
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)

 

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)

 

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

 

Australia: 

Payment methods	Description	Eligible for application
Credit Card	Supports Visa, MasterCard	Individual Business
GooglePay	The same as credit card
ApplePay	The same as credit card
Credit Card (POS)*	Credit Card Swipe	Business
*Individual applicants are not eligible to apply Credit Card (POS)

 

United Kingdom: 

Payment methods	Description	Eligible for application
Credit Card	Supports Visa, MasterCard, American Express	Business
GooglePay	The same as credit card
ApplePay	The same as credit card

 

United States: 

Payment methods	Description	Eligible for application
Credit Card	Supports Visa, MasterCard, American Express	Business
GooglePay	The same as credit card
ApplePay	The same as credit card

 

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How can I determine the processing fee charges?

• 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

 

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What is the process for issuing refunds to my customers?

1. 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:
   
   
   
   
2. Insert the amount that you want to refund in the pop-up window:
   
   
   
   
3. Once the refund is raised successfully, the payment status will be updated automatically to [Partially Refunded] or [Refunded]:
   
   
   

 

Kindly take note that a 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

Note:

1. 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.
   
   
2. 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.
   
3. 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. 

 

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What is the reason that I am unable to withdraw the full order amount?

• •  

Here are some common reasons why 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. 

 

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Why is the withdrawal status on my SHOPLINE Payments platform showing as 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 if the chargeback is too high.
   
   
2. The information on 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 the cash withdrawals and try to make the payment again.

 

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What is the reason for me to provide/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.

 

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The SHOPLINE Payments account indicates that the withdrawal on the 10th was successful, but upon checking, the amount has not been transferred to the account.

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.

 

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Is it possible for me to manually choose the date for withdrawal?

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.

 

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[China] Is it allowed to withdraw to other third-party virtual accounts, such as Payoneer, Pingpong, WorldFirst, etc.?

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

 

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About SHOPLINE Payments: Disputes

What does the term "transaction dispute" (chargeback) mean?

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 products or services, defective products, unrecognizable businesses, fraudulent transactions, etc.

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

 

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What are the types 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.

 

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What is the process for handling 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

 

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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

 

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How to prevent fraud

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.

 

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How are transaction disputes (chargebacks) handled?

In most cases, we suggest that businesses have a customer service center, or show their contact information on the storefront, where customers can contact to handle returns/refunds, this may greatly reduce chargeback on the refusal of products. When a 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 defence, 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.

 

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What are reserved funds used for?

The reserved fund is used to prevent a 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 a certain period (usually 180 days*), and transfer it to your bank account like the 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 the deposit and holding period, according to the business type of the business.

 

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About SHOPLINE Payments: Operations

Can I enable both SHOPLINE Payments and PayPal as payment options simultaneously?

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

While for other third-party payment gateways, 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 the admin panel, the SHOPLINE Payments Credit Card payment method you have activated previously will be disabled from the storefront automatically. 

 

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Is it possible to customize the business name that appears on the customer's credit card statement?

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:

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

 

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Are we able to set distinct permissions for each assistant in our store?

 

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

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

(Without the permission of Payments)

(With permission of Payments)

 

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  Borang D - PERAKUAN PENDAFTARAN AKTA PENDAFTARAN PERNIAGAAN 1956  OR  Borang E - PERAKUAN PEMBAHARUAN PENDAFTARAN AKTA PENDAFTARAN PERNIAGAAN 1956	Owner
General Partnership	Certificate of registration  Borang D - PERAKUAN PENDAFTARAN AKTA PENDAFTARAN PERNIAGAAN 1956  OR Borang E - PERAKUAN PEMBAHARUAN PENDAFTARAN AKTA PENDAFTARAN PERNIAGAAN 1956	All partners
Private limited  (Sdn. Bhd.)	Certificate of Incorporation  Borang 9 - PERAKUAN PEMERBADANAN SYARIKAT SENDIRIAN	All directors  All shareholders with > 25% TOTAL ownership in the merchant.
Limited Liability Partnership (PLT)	Certificate of Registration  PERAKUAN PENDAFTARAN PERKONGSIAN LIABILITI TERHAD	All partners

 

 

Other related contents

Application Introduction｜SHOPLINE Payments

Account Management UI｜SHOPLINE Payments

 

  

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