PayDollar e-Commerce
FAQ-questions of service,application,technical and security,operations and finance and verified by VISA

1. Services
2. Application
3. Technical and Security
4. Operations and Finance
5. Verified by VISA



Services

1.1 What are the e-commerce payment acceptance services provided by PayDollar?
  There are basically 3 service plans (namely (a), PayDollar e-Commerce (for master account), (b) PayDollar Premier (for direct merchant account) and (c) PayDollar SOHO). Both PayDollar e-commerce and PayDollar Premier plans are for merchants with Business Registration while it is not a mandatory criterion for PayDollar SOHO.

1.2 What are the differences between PayDollar SOHO and PayDollar e-Commerce services?
 

PayDollar e-Commerce and PayDollar SOHO are the B2C services of PayDollar enabling businesses to realise e-commerce by providing a user-friendly yet secure on-line payment acceptance platform.

The following is the comparison of different e-commerce services provided by PayDollar :

PayDollar
e-Commerce
PayDollar SOHO
Nature of payment / transfer Business Business
Recipient Business Individual / Business
Method of Payment VISA, MasterCard, JCB ,& Diners Club Card & American Express Card* VISA & MasterCard
Accepted Currency HKD, USD, RMB and other asian currencies HKD only
Need of Business Registration (BR) for sign-up Yes No
Monthly Transaction Limit No HK$20,000
Merchant eligibility Any businesses# Freelancing, individual set-up or small businesses

* Diners Club Card, JCB and American Express Card service have to apply separately.
# Subject to approval for application.

1.3 Who can apply for PayDollar e-Commerce payment services?
  We accept applications from any businesses, organizations and charitable bodies registered in the Hong Kong SAR. For non-business registered businesses, please refer to our PayDollar SOHO payment acceptance service.

1.4 What are the key components of the various PayDollar e-Commerce payment services?
  We offer an one-stop and total payment acceptance solution, in which we process multi-lingual, multi-currency and multi-channel payment transactions as well as funds settlement. Apart from the comprehensive ranges of tools on user administration, void and refund, transaction reportings and download fu, in addition, we provide a wide range of valueadd processing and security features including payment link, payment booth, payverify, payalert and lately the 3-D security protection.

1.5 What are the benefits of using PayDollar e-Commerce payment services?
 

Our e-Commerce payment acceptance service is comprehensive, secure, easy-to-implement, convenient, efficient and economical. Here are just a few benefits for PayDollar merchants:

  • Simple and Easy: a simple application (approval given in as soon as 10 days) opens up the door to one-stop payment gateway AND merchant account service. Implementation effort is minimal with no extra hardware or software required.
  • Flexible: merchants can accept VISA, MasterCard, JCB, Diners Club and American Express Card payments from all customers.
  • Secure: state-of-the-art security measures are present, together with the optional merchant protection plan to best safeguard merchants from fraud losses.
  • Cost-efficient: we offer payment services with competitive set-up costs, monthly fees and transaction commission rates. There are no hidden costs like remittance fee or foreign exchange charge. Rebate is available for high-volume businesses.
  • Partnership Opportunities: merchants may capitalize the e-commerce ready customer base of PayDollar Direct members to grow their businesses.
  • Value-added Services: PayDollar's unique features, like Bulk Payment, Scheduled Payment, Request Payment, can be added to standard service to enhance e-business.
1.6 How do PayDollar e-Commerce payment acceptance services work?
  Click here to view our service demonstration.

1.7 What kind of payment methods can PayDollar e-commerce merchants accept?
  PayDollar merchants may accept world-wide credit card (VISA / MasterCard, JCB, Diners Club and American Express Card) payments.

1.8 Can a PayDollar e-commerce merchant accept overseas credit card payments?
  Yes, PayDollar e-commerce merchants can accept VISA, MasterCard, JCB, Diners Club and American Express Card payments from around the world, regardless of currency.

1.9 In what currency does PayDollar settle payments received by merchants?
  Currently, PayDollar e-commerce merchants can accept payments in HKD, USD, RMB and range of currencies of Asian countries. Holders of overseas credit cards may also shop at the site, and we settle the transactions in the selected currency. The issuing banks of such credit cards convert the payments into their respective currencies and charge the cardholders with such amounts. PayDollar merchants DO NOT have to bear any foreign exchange charges.

1.10 How much do PayDollar e-Commerce payment acceptance services cost?
  There are only few standard chargeable items for a merchant. There is an one-off set-up charge, a small monthly service charge and transaction commission based on the payments received and a chargeback handling fee, but no other hidden charges. For details, please contact us.

1.11 Do I have to pay any charges to other parties besides PayDollar?
  For PayDollar e-Commerce plan merchants, there is no addition fee charged by any party other than PayDollar. For PayDollar Premier plan merchants, the selected bank may levy its charges to the merchant. Please note that there may from time to time be contingent charges (e.g. refund processing charge), which may be collected by PayDollar or our partner bank.

1.12 Do my customers have to register as PayDollar Direct members in order to pay me?
  No, merchants may choose to accept payments from any of your customers, by VISA, MasterCard, JCB, Diners Club and American Express Card.

1.13 Do I have to install a shopping cart in my web site?
  We strongly recommend that, in order to operate e-commerce activities, web sites should have online catalogues that front their payment facilitates, which are known as shopping carts. Our payment services require possession of a shopping cart on the merchant side. (Please refer to our Technical FAQ session for other shopping cart related questions.). And, we are also pleased to offer our easy-to-setup and cost-effective shopping cart service to address your needs.


Application
2.1 Do I need to have a web site before we can apply for your services?
  Yes, in order to implement our services, a PayDollar e-Commerce merchant has to own and run a web site. However, at the moment you apply for our services, you don't need to have a running web site. You may contact us when you have the site ready for publishing, or you may choose to apply for our services and at the same your site is being developed.

2.2 Can I become your merchant without a web site?
 

All PayDollar e-Commerce merchants must have their own web sites. If you don't have a web site but would like to accept payments online for non-commerce purposes, you may sign up as our Silver or Gold member, and ask your payers to sign up the service before "Send Money" to you.

If you business does not possess a Business Registration, you should subscribe "PayDollar SOHO" payment acceptance service..


2.3 How long does it take to have my service application approved?
  Normally it takes about 6-10 working days for an application to be approved, depending on the business nature and background, provided that the applicant has provided all necessary information and documents.

2.4 How long does it take to implement your services?
  Normally, it takes about 2-5 working days to complete the implementation, given the merchant¡¦s web site meets our technical requirements. The extent of work largely depends on the complexity of your online application.

2.5 I am running the online operations outside Hong Kong. May I join?
  Currently we provide payment acceptance services to all businesses, organizations and charitable bodies registered in the Hong Kong SAR.

2.6 My company is not a limited company. May I join?
 

Yes, we serve sole proprietors, partnerships, limited companies as well as registered non-profit-making organizations. Other business set-ups are also welcome as long as they have proper business registrations. For business without formal Business Registration, please refer to our "PayDollar SOHO" service.


2.7 My company operates more than one e-commerce site. Do I have to apply for multiple merchant accounts?
  Yes, each PayDollar e-Commerce payment services merchant account is offered for use at only ONE web site. Merchants should apply for an account for each of the sites they operate.

2.8 Does PayDollar provide a recurrent billing service?
  We have a valueadd Scheduled Payment solution service "PayDollar SchedulePay" to merchants. Please contact us for detail information.

2.9 Is there any kind of business that is outside the service scope of your payment services?
  Click here to request for a list of products and services that is not covered by PayDollar e-Commerce payment acceptance services.

2.10 What documents are required in order to apply for your payment acceptance services?
  Applicants of our services should submit the completed Application Form together with documents (if applicable) including but not limited to:
  • Company identity: Hong Kong Business Registration Certificate or non-profit-making organization registration document, Certificate of Incorporation (for limited companies);
  • Bank account information: copies of corporate bank account statements for the last six months.
    Whenever necessary, we may also require copies of audited financial statements and tax return for the last three years, business plans (for new businesses) and bank guarantees.
Whenever necessary, we may also require copies of audited financial statements and tax return for the last three years, business plans (for new business) and bank guarantees.

2.11 What should I do to become a PayDollar e-Commerce merchant?
  You may call our Sales Hotline at (852) 2538-8278 or email us at service@paydollar.com for enquiries.


Technial & Security
3.1 How secure is PayDollar?
  Click here to see how you obtain maximum protection in using our payment services, along our 3-D security protection supported by our allied banks.

3.2 Is there any need for my web site to arrange secure server facilities?
  We do not require merchants to install secure server facilities as long as the information passed from merchants to us does NOT contain sensitive information (in fact, customers have to enter information such as credit card number, only in our secure payment page). Meanwhile, merchants are suggested to enhance security levels of their web sites to provide maximum protection to their customers. And, via our partner Digi-sign, we are pleased to offer cost-effective SSL certificate product when needed.

3.3 Does PayDollar use encryption for the server and database?
  All sensitive information in our database is encrypted and protected behind a firewall system. Besides, at the browser level, 128 bit SSL is used.

3.4 Does PayDollar e-Commerce support the e-commerce software my web site is using?
  Basically our payment services are independent of the e-commerce software you are using, as long as it provide the necessary parameters for us to process transactions.For merchant who is using MIVA Merchant or OS Commerce, PayDollar provides a related API or scripts for merchant to connect our payment service platform. Merchant can also develop their own API to serve this purpose.

3.5 What is a shopping cart?
  A shopping cart is a program installed in your web site that enables your customers to view and buy products online. Its service flow resembles that of shopping at a supermarket: place products from a shelf into a basket, and then proceed to checkout to pay for the items purchased.

3.6 What is a payment gateway?
  A payment gateway is a software program that is embedded into a merchant's web site for transmitting transaction data to the credit card acquirer, payment service provider or bank for both authorization and settlement purposes.

3.7 Would PayDollar e-Commerce payment acceptance services affect the speed of my web site?
  No. There are many factors that could affect the speed of a web site, like the power of the host server, quantity and size of images in the site, search methods and so on.

3.8 How does my web site feed the information from our shopping cart to your payment page, and vice versa?
  When a customer places an order at PayDollar merchant's web site and selects the payment method, the customer will be redirected to our secure payment page for payment processing. All necessary parameters (e.g. transaction amount, order reference number, customer name) will be carried forward to the secure payment page at the same time. When the payment is processed, the results (either successful or failed) will be shown to the customer in another web page. Such information will also be fed to the designated webpage of the merchant. for more sophisticated post-payment processing.

3.9 Does the payment result that PayDollar shows to the customer and the merchant also include information about items purchased by the customer?
  In general, we do not handle information other than the parameters necessary for transaction processing. Parameters such as items purchased, model numbers, quantities, shipment addresses and so on, do not fall into this category. Basically merchants may refer to shopping carts for such information. Meanwhile, bundled services will be available to meet specific business needs.

3.10 How can I obtain technical support from PayDollar on my merchant account?
  Please email us at support@paydollar.com.


Operations and Finance
4.1 What is the lower limit per payment for PayDollar eCommerce?
  Basically we accept payments of any amount. We also handle special business needs of merchants on a case-by-case basis.

4.2 How long does it take for a payment to be processed, and what happens after the processing is complete?
 

When a customer pays with a credit card, details of the payment is passed to the bank for processing, which is completed in seconds. The result appears on the customer's web browser, and is passed to the merchant's site. Furthermore, the merchant may log in the PayDollar Merchant Administration site any time to view the status of the payment and access hosts of other functions such as real-time void, refund,¡Ketc.. In any case, a summary of the payment is sent to the customer by email upon payment confirmation.

4.3 How can a merchant check the status of the payments?
  PayDollar merchants may log in PayDollar Merchant Administration site any time, and access various online reporting tools to track the credit card payment transactions and even download the report for accounting purpose. Please click here for a live demonstration of the merchant administration interface.

4.4 Is there a limit on the amount of payment for PayDollar e-Commerce merchants for each transaction or month?
  Each PayDollar merchants is entitled to accept payments from customers up to predetermined daily, monthly and per-transaction limits, which are different between merchants. Such limits are subject to adjustments according to business volumes, chargeback records and so on.

4.5 How does a merchant handle refund to a customer? What are the charges?
  The availability of refund service depends on the service plan.
  • PayDollar e-Commerce merchants should submit a completed "Refund Requisition Form" to us, stating details of the transaction to be refunded. Refund charges will be applied to merchants.
  • PayDollar e-Commerce own-merchant-account customers should raise refund requests directly to our partner bank.

In any case, we monitor refund activity of merchants very closely. We are particularly concerned with excessive refunds since such may mean unsatisfactory service level (like late delivery or stock shortage).


4.6 What is a chargeback?
  A chargeback is the forced reversal of a transaction by the credit card issuing bank. Chargebacks take place when we receive notification from our partner bank that the cardholder's card issuing bank has received a dispute notice from the cardholder, whose card had been charged by our merchants. In certain cases defence is possible (e.g. order denial while delivery is completed indeed), given merchants are able to provide adequate evidence. Sometimes (for example, fraudulent card usage) a chargeback is made immediately. Please note that excessive chargebacks may result in service terms revision, service suspension or even termination.

4.7 What is a rolling reserve?
  Instead of requesting an upfront deposit, we may impose a rolling reserve on a case-by-case basis. The purpose of which is to prepare and maintain a sum for contingent chargeback requests. The rolling reserve is usually a percentage of monthly transactions (which ranges from 10% to 40%), which will be released to merchant after a short period of time (usually 60 days).

4.8 I'm concerned with the issue of online fraud. What should I do to minimize fraud?
  Fraudulent behaviour online takes various forms from stolen card to system hacking. As an experienced payment service operator, we would like to suggest the following actions to minimize fraud.
  • Web site security
    We strongly suggest that PayDollar e-Commerce merchant's e-commerce web site is equipped with security facilities like SSL, encryption and firewall. This way, the merchant's database (especially the sensitive sales information) and its transmission are safe from being accessed by outsiders.
  • Order details
    Merchants should urge customers to provide adequate information upon ordering, especially contact information of the customers. Make sure that the customer is a legitimate cardholder. More attention is required for suspicious orders (like remote delivery addresses or simultaneous multiple orders).
  • Freemail address
    Some fraudsters attempt to mask their identity by using a freemail addresses. While most users of freemail addresses are indeed legitimate, caution should be exercised for orders with freemail addresses, especially when this is the only way to contact the customers.
  • Out-of-norm orders
    Merchants should be wary of orders that falls outside usual ordering patterns, like bulk orders or purchases that greatly exceed the average transaction amount.
  • IP record
    Beware of orders made from odd locations (which are sometimes traceable with the IP addresses), especially where credit card fraud is more common.
  • Proof of delivery
    Get a signed proof of delivery or receipt if available upon retrieval request.
  • Return policy
    Merchants should devise and maintain clear, easy to understand and consistent product return policies to keep customers well informed

An effective way of minimizing losses due to fraudulence is to encourage customers to register as PayDollar members. All bank accounts and credit cards of our members are authenticated, meaning that they are virtually "genuine" customers.


4.9 What will the customers see on the monthly bank / credit card statements after purchasing from a merchant?
  If a PayDollar Direct member chooses to pay for the purchase using a local bank account, "PayDollar" will appear on the bank statement for that particular purchase. If a customer purchases from a PayDollar e-Commerce merchant with a credit card, "PayDollar" will appear on the credit card statement for that purchase. If a customer purchases by means of credit card from a PayDollar e-Commerce merchant with own merchant account at bank, the name of the merchant will appear on the credit card statement.

4.10 When and how does PayDollar reimburse received payments to a merchant?
  Merchants may receive payments by cheque (at a charge). Normally PayDollar e-Commerce merchants receive payments (less transaction commission) twice a month (on the 1st and 16th day of each month, to reimburse payments received between the 1st and 15th of the previous month, and that between the 16th and the end of the previous month respectively).

4.11 Would you deduct any charges from received payments of merchants?
  We do not deduct setup fees, monthly fees or marketing expenses from received payments of merchants. Such charges are billed to merchants separately. On the other hand, transaction commission, refund and chargebacks (if any) will be deducted from received payments before reimbursement.


4.12 How can I change the registered information (e.g. contact person, company address)?
  Please email us at support@paydollar.com.

 
5.1 What is Verified by VISA / Securecode / J/Secure ?
  These are a security feature instituted by VISA International, MasterCard International and JCB International to protect online and mobile purchasing. It enhances the existing credit card with an additional personal password to be used to authenticate a genuine cardholder purchasing online. When a credit cardholder of these shops online, he/she will be required to enter the password in the same way as entering a PIN at an ATM. That means only the cardholder can use that card. For details, please visit Visa International, VISA International web site.

5.2 Is it compulsory for online and wireless merchant to join Verified by VISA, SecureCode and J/Secure ?
  Yes. According to these card organizations, merchant whose engages in business accepting online or mobile credit card payment have to join these over time. As PayDollar merchants, we are pleased to offer this protection service FREE.

5.3 What are the protection benefits
 

To merchant:

  • Reduce fraud by assuring cardholder's identity with the authentication of Card Issuer;
  • Increase confidence to ship to the cardholders worldwide, resulting in increased sales;
  • Reduce your liability for fraudulent and disputed purchases.

To cardholder:

  • Reduce risk to release credit card information for online purchasing and avoid unauthorized card use;

  • Enjoy more confidence shopping online with better protection.


5.4 Is there any extra Does charge for merchant?
  For those merchants who join PayDollar eCommerce plan, these features will be bundled without additional charge. For PayDollar eCommerce Premier plan, merchants have to arrange a license from the acquiring bank.

5.5 How does Verified by VISA / SecureCode and J/Secure work?
  Please refer to VISA International for details. The location is: http://www.visa-asia.com/verified/index.shtml

5.6 Does a merchant need to modify the web site to use these security features?
  For those merchants who join PayDollar eCommerce Standard plan, there is no need for them to modify their web site. For PayDollar eCommerce Premier plan, the merchants need to install a license which is provided by the acquiring bank.

5.7 How does the merchant know that a transaction is passed Verified by VISA, SecureCode or J/Secure ?
  For those transactions processed by any of these, in the PayDollar Merchant Administration site. The payer authentication (Payer Auth) column in your transaction detail report of the transactions will be shown as "T", which means "True".