Using Shoplazza Payments can sometimes lead to questions about setting it up, managing payouts, or troubleshooting issues. This guide offers clear and detailed answers to help you navigate these common topics and optimize your store’s payment operations.
Setting up Shoplazza payments
Q1: How can I enable Shoplazza payments for my store?
Currently, Shoplazza Payments is not available to all merchants. To apply, you’ll need to provide your store ID to our support team. They will then initiate the application process for you. Please note that only merchants based in Hong Kong, the U.S., Canada, the U.K., and France are eligible to apply at this time.
Q2: What is Shoplazza Fraud Guard, and how do I activate it?
Shoplazza Fraud Guard is a fraud prevention tool specifically designed for card payments and is available exclusively on the Shoplazza platform. To use Fraud Guard, you must first enable Shoplazza Payments. This tool uses adaptive machine learning to evaluate the risk level of each payment request in real time, helping you avoid fraudulent transactions and focus on growing your business.
Currently, Shoplazza Fraud Guard supports two features:
- Blacklist function: Automatically blocks transactions from blacklisted customers.
- Custom amount rules for 3DS verification: Allows you to set rules that trigger 3DS authentication for transactions above a certain amount, providing an additional layer of security.
To enable Shoplazza Fraud Guard:
1. Access the settings: Go to Shoplazza admin > Settings > Payments, and look for the Anti-Fraud banner on the right. Click Enable.
2. Set the defense strategy: Click on Flag and automatically block risky transaction under the Defense Strategy section, then click Activate. Shoplazza Fraud Guard will start protecting your transactions immediately.
Q3: What is 3D Secure (3DS), and how do I set it up?
3D Secure (3DS) adds an additional layer of authentication for credit card payments, helping to verify the cardholder’s identity and prevent fraud. If you want to enable 3DS for specific transaction amounts, you must first activate Shoplazza Fraud Guard.
Note
For stores with high-value items, enabling 3DS is recommended as it reduces the risk of fraud. However, for lower-value items, enabling 3DS might impact conversion rates, as it adds an extra step to the checkout process.
To enable 3DS:
- Navigate to the configuration page: Go to the Shoplazza Payments configuration page, under the Card section. Check the box labeled Request 3D Secure authentication.
Q4: What are RDR & Ethoca, and how can I activate them?
- RDR (Rapid Dispute Resolution): This service, provided by Visa and Verifi, automatically handles disputes for eligible Visa transactions. When enabled, RDR intercepts disputes that meet your preset criteria, such as transaction amounts, and resolves them without affecting your dispute rate. For example, if you set a threshold of $100, disputes under this amount will be handled automatically by RDR, while disputes over $100 can still be managed manually. This feature is currently supported only for Shoplazza Payments and can be enabled through the Shoplazza admin.
- Ethoca: Ethoca provides early alerts for disputes initiated by cardholders, primarily for Mastercard and some other card brands. When Ethoca is enabled, you will receive immediate notifications if a customer contacts their bank to dispute a transaction. If the issuing bank is part of the Ethoca network, you can quickly resolve the dispute by refunding the transaction within 24 hours of receiving the alert. This prevents disputes from progressing further and helps you manage disputes more effectively. Ethoca is also available only for Shoplazza Payments and can be activated through the Shoplazza admin.
Payout issues
Q1: How long do I have to wait before I can request a payout if my account is restricted?
If your account has been restricted, Shoplazza will automatically release any remaining funds to your linked bank account 180 days after the restriction date. This payout will include your remaining balance, minus any dispute fees, if applicable.
Q2: How do I request a payout, and where will the funds be sent?
Shoplazza payments supports two types of payouts:
1. Manual payout: Request a payout manually through your Shoplazza admin.
2. Scheduled payout: Payouts can be set up based on a predetermined schedule (daily, weekly, or monthly), depending on your risk management profile.
Funds are transferred to your linked bank account, and the minimum payout amount is $500 USD. Once the funds are sent, it may take 24 to 72 hours for them to appear in your bank account, depending on your bank’s processing time.
Q3: Why haven’t I received my payout on the expected date?
If your payout is delayed, there are typically two possible scenarios to consider:
1. Payout status shows as Failed
- Merchant account issue: Your account may be restricted, which pauses all payments and payouts. In this case, you need to contact support to verify your account status and resolve any restrictions.
- Receiving bank issue: There may be an issue with your bank account, such as incorrect bank details or specific bank restrictions. Contact your bank to resolve the issue and ensure that your account is able to receive funds.
2. Payout status shows as Successful
- If the status shows as successful but you still haven’t received the funds, it may take additional time for the bank to process the transfer. Typically, this can take an extra 1-2 business days for the funds to appear in your bank account, depending on your bank’s processing time.
Order issues
Q1: How can I find the refund ARN (Acquirer Reference Number)?
Currently, Shoplazza does not support self-service ARN lookups. If you need to check a refund ARN, contact customer support or your Business Development (BD) manager. Our technical team is working on adding this feature to the Shoplazza admin for easier access in the future.
Q2: Why did my order fail to process?
1. Check your order status: You can check the status of your order in Shoplazza admin > Orders > Abandoned checkouts. Orders are typically categorized as “Pending” or “Unable to process a payment”.
2. Use search filters: You can also use different search criteria in the admin panel to filter and find specific orders. After entering your search terms and clicking the search button, the page will display the corresponding orders. This will help you identify which orders have issues and take the necessary actions.
Here are some common reasons for payment failure:
| Error message (error_msg) | Description |
| authentication_required | Requires identity verification, such as confirming credit card information. |
| cancelled | The payment was canceled, either by the user or due to other reasons. |
| card_declined | The credit card was declined, possibly due to insufficient funds or bank rejection. |
| charge_closed | The payment request has been closed and can no longer be processed. |
| declined | The payment was declined due to issues with the bank or payment channel. |
| expired_card | The credit card has expired and cannot be used for transactions. |
| forter decline | The transaction was declined based on fraud risk assessment (e.g., by services like Forter). |
| incorrect_cvc | The provided CVC code is incorrect. |
| internal_server_err | Internal server error, making the payment service temporarily unavailable. |
| invalid_params | The provided payment parameters are invalid or incorrectly formatted. |
| pay_request_timeout | The payment request timed out and was not completed within the specified time. |
| payment_intent_authentication_failure | The authentication for the payment intent failed, possibly due to incomplete verification steps. |
| payment_internal_service_error | Internal service error within the payment platform, often related to backend issues. |
| payment_params_invalid | The payment parameters are invalid, possibly due to missing or incorrect fields. |
| processing_error | An error occurred during payment processing, usually due to system or channel issues. |
| refer_to_channel | Further action is required by the payment channel to resolve the issue. |
Payment method issues
Q1: Why can’t I see Google Pay or Apple Pay as options?
Google Pay and Apple Pay will only appear during checkout if certain conditions are met, such as browser compatibility, availability of payment information, and whether the customer’s device supports these payment methods. If they’re visible but not available, it’s likely due to these conditions not being met.
Safety management issues
Q1: I received a notification requiring store compliance corrections. How long will it take to resume normal payouts after making the necessary adjustments?
Once you’ve completed the required corrections and replied to the original notification email, the Safety team will review your changes within 2-3 business days. If your corrections meet the requirements, your store’s payment and payout functions will be restored.
Q2: Why do I need to make changes to my store when other platforms don’t require it?
Each Saas platform has different compliance and risk policies. If Shoplazza requests changes to your store, it’s likely due to violations of Shoplazza’s user agreement, such as selling prohibited products or using unauthorized content. To ensure your store operates smoothly, we recommend reviewing Shoplazza’s user agreement and making the necessary adjustments to comply with the platform’s standards.
For more information, please review the Shoplazza Payments Terms of Service for your region:
- Canada Terms: https://www.shoplazza.com/ca-shoplazza-payments-terms-and-service
- Hong Kong Terms: https://www.shoplazza.com/hk-shoplazza-payments-terms-and-service
- U.S. Terms: https://www.shoplazza.com/usa-shoplazza-payments-terms-and-service
Q3: Why are my payout and payment functions still restricted even after making the required corrections?
Even after making the necessary changes, the Safety team needs time to verify that your store now meets compliance standards. This review process can take a few days. If you still experience restrictions, you can reach out to the team directly through the original notification email for further assistance.
Other questions
Q1: Can I change my Shoplazza payments entity?
In general, the payment entity associated with your account cannot be changed. For example, if you want to switch from a Hong Kong entity to a U.S. entity, you will need to provide the necessary documentation to Shoplazza’s support team. Please note that changing the entity will create a new account, and your previous payment data will not be accessible in the new account.
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