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Merchant FAQs. Hello how can we help? 

Find the answers to your questions about FlexCharge’s service, how to get started and how to tackle payment declines with FlexCharge. Contact us if you need any help.

  • What is required to work with FlexCharge?
    Meeting our ethical standards Every successful business relationship is built on a solid foundation. And to begin ours, your business needs to operate in line with FlexCharge’s ethical guidelines. We strive to have a positive influence on the market. So we only work with retailers whose activities adhere to FlexCharge’s vision of making payments and e-commerce safer. Website requirements Your website is very often the first impression for potential shoppers. To ensure credibility, we ask that you have the following information on your site: - Registered business name - Prices on products including transaction currency - Product description - Terms and conditions - Your business contact details including either an email address or phone number - Return policy - Shipping policy (if shipping costs are added, the amount needs to be specified) - Estimated delivery time Additionally, - Your URL must be live - Your URL must not redirect to another website - All links on the webshop must work and no error messages should appear Having these details sorted out before submitting your application will speed things up for both of us — and you’ll be offering our services to your shoppers in no time.
  • Why did I receive an email regarding the company’s majority owners?
    In some territories we are required to adhere to anti-money laundering (AML) regulations. This means that we’ll send you the form referred to as Know Your Customer (KYC) to collect information about your business as well as the majority owner(s) or high-level management roles within your business. We also perform an individual risk assessment of all retailers. In some cases, this might require further documentation.
  • Can I change the details in my application?
    No, you can’t change any contact details or other terms selected during the application process. If you would like to discuss any items of your agreement reach out to our Merchant support once your application is approved and you can discuss the issue.
  • Is there a binding period for my contract?
    No, you can terminate the agreement at any time with 30 days’ notice.
  • How do I get started with FlexCharge?
    You will receive an email with a link to follow, which will ask to create a new password. You will then be asked to review and accept our terms and conditions. Done that you will have access to the merchant portal where you will get your FlexCharge API credentials and complete the integration in a few easy steps. FlexCharge API credentials are used for authentication. In this way, you protect your business, and we keep our services secure.
  • How does it work?
    Anytime one of your shoppers experiences a payment decline, our service is invoked and we work out real time the eligibility of that failed payment transaction for our service. If eligible, our user interface is activated and the shopper is offered the ability to complete the purchase and be charged at a later stage. You get paid at month end for any order processed via our service and we charge the customer payment method directly.
  • Integration testing
    To test your integration, you’ll need FlexCharge API test credentials for our playground environment and test mode activated in your FlexCharge plug-in. Once you request and get access to your test account, the next step is to log in to the playground/test version of the Merchant portal. There you’ll find your FlexCharge API test credentials.
  • When can I start integrating FlexCharge?
    As soon as your application is approved, you’ll get FlexCharge API credentials, and you can start the integration right away.
  • How do I integrate FlexCharge?
    You’ll find platform-specific guides in our technical documentation section, depending on your setup. If you are integrating directly all relevant detail is available on https://docs.flex-charge.com/docs/merchant-direct-integration. If you are integrating via a processor or a gateway all relevant detail is available on https://docs.flex-charge.com/docs/merchant-via-partners-integration.
  • What is the merchant portal
    The Merchant portal is our one-stop shop specifically designed for your business needs. Here you can manage your daily operations such as: View the KPIs of your business on the dashboard Settlement information Perform order management Manage portal users and control their access levels To log into the Merchant portal, go need your verified email address and password. If you’ve forgotten the password, our password reset option will send a new temporary password to the email address you’ve registered with us.
  • What features are available in the Merchant portal?
    In the Merchant portal, you’ll find different sections in the left side menu. Each section has a different function and information. For example, Orders will contain all your orders through FlexCharge, and under Settlements is where you’ll find your FlexCharge payout reports. Dashboard This is the default home screen when you enter the Merchant portal. Here you can view statistics on different time periods related to the volume of transactions, declines, processed orders via FlexCharge, etc. Orders This section allows you to view all orders and the order history. You can also cancel orders, resend customer invoices, retrieve customer contact details, and change billing addresses. Settlements Settlements will help you with your financial administration. Here you’ll find reports for all payouts made to you by FlexCharge during a specific period of time. Refunds and cancellations This section allows you to handle all your refunds and cancellations requests in one place. Users In the Users section, you can handle all the users that have access to the Merchant portal. You can also set limitations on which functions a certain user can access. For example, you can make sure that your accountant can only access the settlement reports. Developers site For more technical information, you can easily access our Developers site via the Merchant portal. There you’ll find detailed integration guides, API documentation, and more. You can also test our products in the demo store and get the integration overview for our payment methods.
  • How does FlexCharge handle ‘Sales tax’ on orders?
    It is the retailer’s responsibility to determine any taxes applied to the purchase and ensure they are included in the total. FlexCharge is not responsible for collecting or reporting taxes on any transactions.
  • When do I get paid for my orders?
    We will pay the amount for the orders processed in any given calendar month at the end of that month, more precisely within 2-3 working days of the following month. Fees, returns, and other charges will be deducted from the payout amount.
  • How are fees calculated?
    Fees are part of your contract, and we deduct them from the payouts you receive from us. Fees can be applied to refunds (such as late return fees) and chargeback, as defined in the contract.
  • Why is there a payout report in the Merchant portal but no payouts made?
    We trigger payouts on the same day you receive the payout report in the Merchant portal. It can take 2-3 business days for payouts to be processed. After this, your payouts should land in your bank account.
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