Your business activity⚓

On this page, you will find all the information concerning your day-to-day operations.

Disputes⚓

This section is designed to provide you with information on payment disputes that may concern you. It also explains the steps to be followed so that you can analyse any such disputes that arise.

General principles⚓

European law authorises your customers to dispute the payment of a supply/service/good for thirteen (13) months after the purchase of your product and/or service. When a transaction is disputed, your customer’s bank will apply a chargeback to Stancer and refund your customer. As a payment institution, we cannot block a request made by one of your customers. We will then deduct the amount from your Stancer account or, if there are no funds on this account, from your Bank Account (i.e., the bank account linked to your Client Dashboard). You will therefore lose the amount of the transaction in question.

For this type of dispute, Stancer will bill you a flat fee, as stated in our Pricing & Fees. This flat fee is a direct result of the charges that are billed to Stancer by the Card Scheme members and banking operators involved in the payment dispute concerned.

Resolution⚓

If a payment dispute appears to be unjustified, in your opinion, you may submit a request for resolution.

Resolution involves bringing together the various operators that are involved in the transaction. For example, for a card-based payment, resolution will bring together the Card Scheme members, as well as the issuer of your customer’s payment card. The operators concerned will meet and then study together the merit of your customer’s claim. In order to discuss the matter, these parties will need documentary evidence. Documentary evidence means any proof of the proper completion of the supply of your service or the sale of the good to your customer (receipt, delivery note, certificate of completion, etc.).

As a general rule, disputes are resolved within a 30-day timeframe.

Following resolution, if the operators decide in your favour, the amount of the disputed transaction will then be paid out to you and the flat fee reimbursed in a timely manner.

Submission of documentary evidence⚓

To submit documentary evidence in connection with a resolution request, you must first locate the payment concerned on the My Disputes page. Then, click on the payment and submit the documentary evidence using the “Submit evidence” button. We will then send these documents to the operators concerned.

FAQ:

• I disagree with my customer’s claim: what can I do? We suggest firstly that you make contact with your customer in an attempt to resolve your disagreement. If a solution cannot be found, you may then submit a resolution request.

• What is the timeframe for a resolution request? As a general rule, a dispute is processed in 30 days. Nevertheless, the timeframe for resolution can be longer, depending on the complexity of the disagreement with your customer. Following resolution, you will be informed of the outcome and automatically credited if you are successful.

• The outcome of the resolution is not in my favour: what can I do? At present, if the outcome of the resolution is favourable to your customer, the law does not provide you with any avenues of appeal.

Dispute status⚓

The following table lists the different statuses of disputes within the Client Dashboard:

Rejects⚓

Rejected payments occur when the payment transaction cannot be completed for technical and/or practical reasons. In this case, the payment will fail and you will not receive the funds associated with the transaction. Such rejections occur, for example, when your customer’s account does not have enough funds to complete their purchase.

One-off payment rejections⚓

Depending on the chosen integration method, you can then: - ask your customer to make another attempt at the transaction - send a new paylink to your customer - wait for your customer to make another attempt at the purchase

Recurring payment rejections⚓

When a debit is rejected, the associated payment is labelled as failed and you will have to repeat the transaction in order for the sum to be debited effectively from your customer.

Monitor your rejections⚓

On the Client Dashboard⚓

You can find all of the payments and identify a rejected payment on the My Payments tab. Moreover, on the Statistics page of your Client Dashboard, you will be able to monitor your rejections percentage.

In the API⚓

By making an API request, you will see all the rejected payments and be able to find the reason for the rejections using the response codes shown in the Documentation.

Refunds⚓

We provide simple solutions for you to refund your customers. Two types of refund are possible:

• Complete refunds: you refund the full amount of the purchase to your customer,
• Partial refunds: you refund part of your customer’s purchase.

Complete refunds⚓

You can issue refunds to your customers using various methods, which are detailed below.

From the Client Dashboard⚓

• From the Payments page

• Find the payment concerned using one of the following search criteria: transaction date, unique payment identifier or your order reference associated with the transaction in question.

• Refund your customer by clicking on “Refund”, then “Full Refund”.

• From the Customers page:

• Identify the customer concerned and go to their customer information section. Here you will find the recent payments made by that customer.

• Refund your customer by clicking on “Refund”, then “Full Refund”.

Using the Stancer Terminal:⚓

1. Insert your merchant card into the Stancer terminal.
2. Enter the amount to be refunded, then the PIN code of your merchant card.
3. Insert your customer’s card in order to complete the refund.

From the Stancer API⚓

The Technical Documentation contains information on refunding your customers via the Stancer API.

Partial refunds⚓

Stancer’s solutions make it possible for you to issue partial refunds to your customer. This functionality can be used, in particular, for gestures of goodwill or discounts.

From the Client Dashboard⚓

• From the Payments page

• Find the payment concerned using one of the following search criteria: transaction date, unique payment identifier or your order reference associated with the transaction in question.

• Refund your customer by clicking on “Refund”, then “Partial Refund” and stating the amount of the refund.

• From the Customers page:

• Identify the customer concerned and go to their customer information section. Here you will find the recent payments made by that customer.
• Refund your customer by clicking on “Refund”, then “Partial Refund” and stating the amount of the refund.

From the Stancer API⚓

The Technical Documentation contains information on partially refunding your customers via the Stancer API.

Using the Stancer Terminal⚓

1. Swipe the magnetic strip of the merchant card in the appropriate slot on the terminal.
2. Enter the amount to be refunded.
3. Insert your customer’s card: the customer will have to enter their PIN to confirm the refund.

Refund status⚓

The following table lists the different statuses of refunds within the Client Dashboard:

Payouts⚓

This section is designed to provide you with information on the payouts of the amounts you collect using Stancer solutions.

General principles⚓

To ensure the security of your business activity and those of your customers, we have set up a system for segregating the payments you receive. This means in practice that we hold back the payments you receive, for a period of seven days from the receipt of the funds. This period enables us to analyse these payments, in order to protect you against fraudulent transactions and/or transactions that finance illegal activities. During this stage, the payments you received are kept on your Stancer account: Stancer does not perform any operations on the amounts concerned. At the end of this seven-day period, the funds are automatically paid out to your Bank Account, minus our fees. These payouts are automatic: you do not need to take any action.

Point of attention⚓

A payout can only be executed on a working day. This constraint sometimes leads to a delay in the execution of a payout, especially when the payout is possible during a weekend or a public holiday.

When using the payment terminal, it can sometimes take up to 48 hours for Stancer to receive the funds.

Track your payouts⚓

Monitor the day-to-day progress of your customer payments using your Client Dashboard. Go to the Transfer page in your Client Dashboard to see a record of your past payouts and view scheduled future payouts. You can use this page to plan and manage your cash flow. In addition, each year you will receive a summary of all the transactions we effect. This summary also shows the fees we have charged.

Accelerated payouts⚓

Due to unforeseen circumstances, you may need cash urgently. We have therefore set up accelerated payouts. Accelerated payouts involve transferring your payments to you, before the usual seven-day hold-back period has expired. A fee is charged for accelerated payout, as specified in our Pricing & Fees (“Accelerated Payout”).

Payout status⚓

The following table lists the different statuses of payouts within the Client Dashboard :

Request an accelerated payout⚓

To benefit from an accelerated payout, you can make a request to our support service using the Help page in the Client Dashboard. Our teams will process your request quickly.

FAQ

• The amount transferred to my Bank Account is less than the total transactions for my establishment: is this normal? We effect a transfer, the amount of which is equal to the total of your transactions, minus our fees. It is therefore completely normal for the amount that is actually wired to your IBAN to be lower than the total amount of the transactions for your business activity. You can find the exact amount of the fees applied by Stancer in your Client Dashboard, on the Transfers page.

Stancer terminals⚓

Overview of the terminals⚓

On the “Terminal” page of your Client Dashboard, you will see the terminals provided to you, as well as the information needed to identify them (serial numbers, etc.). You can also assign a name to them so that you can identify their location or the associated payment flows.

Add a terminal⚓

If you wish to request an additional payment terminal, go to the “Terminal” page and order a new terminal. We will then initiate the process to send a new payment terminal to the specified address. You can follow the progress of the delivery on the Terminal page of your Client Dashboard.

Volume of payments⚓

The payment terminal is provided free of charge provided that you carry out more than 150 transactions per month via the terminal. Otherwise, you will be charged a fee in accordance with the Tariff Conditions.

This tariff provision applies to each terminal made available to you. Thus, if you have several terminals, each terminal must execute at least 150 transactions in a month to be free of charge.

Payments Dashboard⚓

This is a fully featured reporting package for your business activity. You can use the Payments Dashboard to track all of the payments you collect using Stancer solutions. The Payments Dashboard gives you an overview of the business that transited through our services, in the form of reports. Please note that if you use more than one service provider for collecting your payments, we can only display the payments that we process.

Reports⚓

This table summarises the various Payments Dashboard reports:

Isolate certain flows⚓

You can isolate certain types of flows at your convenience using the Payments Dashboard’s native filters.

Export reports⚓

The Payments Dashboard enables you to analyse your business activity, and also to reconcile your transactions with your accounting and/or ERP system, using data exports. You can download each of the reports in csv format: to do so, click on “Export”, on the Transfer page of your Client Dashboard.

Going further⚓

You can parameterize requests and submit them to our API, in order to obtain all the data concerning your payments. You can then integrate the data into your in-house tools (CRM, BI, etc.). To do so, please consult the parameters for these requests in our Technical Documentation.

Payment incidents⚓

The Payments Dashboard enables you to consult payments that are disputed by your customers. When a payment is disputed, it appears in your Payments Dashboard so that you can initiate a resolution procedure with your customer.

Your customers⚓

In your Client Dashboard, will find all of the customers and the record of their orders. This page gives you the means to analyse the profiles of your customers and use this data to grow your activity. Identify the most active customers in order to grow your activity or get back in touch with a previous customer: the “Customers” page gives you numerous possibilities!

Find a customer⚓

Use the search bar to find one of your customers. You can search for customers using their first name or last name.

Understanding the customer file⚓

Each customer file contains the following information, provided that the information was sent to our API at the time of payments: - Last name and first name - E-mail address - Telephone number - Date the customer file was created - Orders placed

Online store⚓

The online Store is an e-shop that is maintained and hosted by Stancer. The Store is based on Prestashop technology.

Create an online Store⚓

To launch your online business, complete the following steps: 1. Go to the Store tab in your Client Dashboard, 2. Create an online Store by choosing the desired domain name, 3. Log in to your Store using the identifiers received by e-mail, 4. Enter the details of the various products/services of your activity, 5. Personalise the appearance of your Store, if you so wish.

Then, all you have to do is to send the address of your online Store to your customers. You will find this address on the online Store page of the Client Dashboard.

Manage your online Store⚓

On the Store page of the Client Dashboard, you can access the following functionalities: - Suspend my Store - Delete my Store

Personalise your online Store⚓

The Store uses Open Source technology. This means that you can modify the appearance and the functionalities of your Store, in particular by adding ready-to-use modules that are available online. This particularity enables you to update your Store easily. Numerous agencies and service providers can help you to develop your online store.

Limits on use⚓

As stated in the Specific Terms for this service, use of the online Store is subject to certain limits.

FAQ:

• Where is my Store hosted? Your Store is hosted by our French partner Scaleway, in data centres located in the EU.