FAQ: Merchant Support
List of questions
- How can I manage my transactions?
- Do you provide customer service for merchants?
- Would you contact my customers directly?
- What happens if any issues with the settlement/payout arise?
- If you don’t have access to my money, can I still contact you should any problems with wire happen?
- Will I have to contact the Acquiring Bank directly to solve any issues?
- I’ve been your merchant for a few months. I’ve been increasing my monthly volume and would like to negotiate fees, is it possible?
- My company data changed after I have had signed the contract with PayLane. What am I supposed to do?
- Can you transfer my money to different bank accounts?
- I’m a private person and I don’t have a corporate bank account. Is it a problem?
- Is my money really safe? Where is it kept?
- Do you have access to my money?
- Do I get a credit/debit card with my merchant account?
Q1: How can I manage my transactions?
Each PayLane’s merchant receives an access to
the Merchant Panel - a highly usable web application, full of features that helps easily and efficiently manage the transactions.
Please contact PayLane if you are interested in getting a test account.
Q2: Do you provide customer service for merchants?
Yes, you will receive all the necessary help from us.
Every merchant is appointed a dedicated Customer Support Representative.
There is also a 24/7 critical issues hotline that merchants can call at any time
should any critical situation occur.
Q3: Would you contact my customers directly?
PayLane will never contact your customers (cardholders) directly. Our role is to
provide payment processing service to merchants. We neither offer customer nor billing
support for cardholders.
Cardholders are not aware that their payments are processed by PayLane – they deal only
with merchants during the entire purchase process. Therefore, all customer support
requests should be addressed directly to the merchant.
Q4: What happens if any issues with the settlement/payout arise?
Delays or any other issues concerning merchants’ settlements occur extremely rarely. In most cases they are beyond PayLane and/or the Acquiring Bank control and are caused by public holidays when banking systems are not working like on a normal business day.
International transfers, for example, depend on certain bank procedures. For that reason, transferring a large amount of money may take a few hours longer, as some banks require manual (human) check for higher amounts.
Q5: If you don’t have access to my money, can I still contact you should any problems with wire happen?
Yes, you are kindly welcome to contact us with any questions regarding your settlement
payouts (a delay, incorrect amount of money, transfer rejected, etc). We will look up
your settlement data in our system and contact the Acquiring Bank to solve the problem
as soon as possible.
Q6: Will I have to contact the Acquiring Bank directly to solve any issues?
No – PayLane handles all the issues that might arise between the Acquiring Bank and the merchant.
You have one point of contact when anything wrong happens - and it is PayLane.
Q7: I’ve been your merchant for a few months. I’ve been increasing my monthly volume and would like to negotiate fees, is it possible?
At PayLane, we are always ready to discuss the fees, as well as other terms and conditions, when your
volume increases.
Bear in mind though that if your volume goes down significantly for a consecutive three months
PayLane may increase fees due to the change of merchant conditions.
Q8: My company data changed after I have had signed the contract with PayLane. What am I supposed to do?
As soon as you realize that your company data is going to change (especially bank
account details, Company Directors, company address, e-mail or telephone number), please
contact PayLane immediately as we are obliged to provide the Acquiring Bank with
an update on the changes.
Please note that contacting PayLane about your company data change, especially regarding
bank accounts details, is crucial to transfer wires without any delay.
For this reason, on change of bank account details, you are requested to fill out
a Bank Account Details form. This is to ensure that all data will be updated on
time and the change will not affect your payout schedule.
Please contact PayLane to receive data update form (both company details as well as bank
account details forms).
Q9: Can you transfer my money to different bank accounts?
Yes, it is possible. You will be able to choose the settlement currency and submit chosen bank accounts’ details at the registration of your merchant account. You can choose more than one settlement currency.
Note that one merchant account can be set up with one bank account. So if you want to accept money from customers into different bank accounts you need to set up separate merchant accounts. Depending on your processing volume and other arrangements you may have to pay a small monthly fee for each additional merchant account.
Q10: I’m a private person and I don’t have a corporate bank account. Is it a problem?
This will not be a problem if you are a sole trader and can provide us with a proof from the register or own declaration in case the registration is not required in your country. Other conducted business forms require submitting the corporate bank account details.
Q11: Is my money really safe? Where is it kept?
Your money is kept on the secure account owned by the Acquirer (a bank or a financial company associated with a bank). Each merchant account has a separate subaccount maintained by the Acquirer. PayLane does not have access to funds kept on these subaccounts.
Q12: Do you have access to my money?
No, we do not have access to any merchants’ money. PayLane enables merchants to process payments, however does not have access to their money. All the money is kept by the Acquirer.
Please note that this also means that we won’t block your funds in any way without any apparent reason, in contrast to some other payment processing providers. Your money is secure with us.
Q13: Do I get a credit/debit card with my merchant account?
Currently, we do not offer such option. All payouts are sent by wire transfers directly to merchants’ bank accounts.
