Frequently Asked Questions | PayDollar
About PayDollar Frequently Asked Questions

eCommerce Services

There are basically 2 service plans, namely
i. PayDollar eCommerce Standard Plan
ii. PayDollar eCommerce Premier Plan

We accept applications from any businesses, organizations and charitable bodies registered in the Hong Kong SAR.

We offer an one-stop and total payment acceptance solutions, in which we process multi-lingual, multi-currency and multi-channel payment transactions as well as fund settlements. Apart from the comprehensive ranges of tools on user administration, void and refund, transaction reporting, in addition, we provide a wide range of value-added processing and security features including AppPay, Payment Link, Customized Payment Page, Instalment, PayBooth, Recurring Payment, eVoucher, Anti-fraud and lately the 3D security protection.

Our e-Commerce payment acceptance service is comprehensive, 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 payments through credit/debit cards, net-banking, digital wallets, prepaid cards, buy now pay later, over-the-counter and other digital means from their customers.
  • 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 Solutions: PayDollar's unique features, like AppPay, Payment Link, Customized Payment Page, Instalment, PayBooth, Recurring Payment and eVoucher can be added to standard service to enhance e-business.

PayDollar merchants in Hong Kong may accept world-wide credit/debit cards (Visa, Mastercard, American Express, JCB, Discover Cards and Diners International Club, China UnionPay), FPS, PPS, Octopus, Alipay, AlipayHK, WeChat Pay, Apple Pay, Google Pay, Samsung Pay, Atome.

Currently, PayDollar e-commerce merchants can accept payments in AUD, BND, CNY, EUR, HKD, IDR, JPY, KRW, MOP, MYR, NZD, PHP, THB, GBP, USD and many more, and range of currencies of Asian countries. Holders of overseas credit cards may also shop at the site, and we settle the transactions in merchant registered currency. The issuing banks of such credit cards convert the payments into their respective currencies and charge the cardholders with such amounts.

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 at +852 2538 8278.

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.

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

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.

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, you may apply our service via direct payment link.

If the applicant has provided all necessary information and documents, normally it takes about 5-10 working days for an application to be approved, depending on the business nature and background.

Normally, it takes about 1-3 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.

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 in Hong Kong.

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.

We have a recurring payment service - "PayDollar SchedulePay". Please contact us for detail information.

Applicants of our services should submit the completed Application Form together with documents (if applicable) including but not limited to:

  • Copy of the HKID / passport and address proof (latest 3 months) of the applicant.
  • Copy of the business registration
  • Copy of the certificate of incorporation (for limited company)
  • Copy of the corporate account bank statement (either 1 within 3 months)
  • For limited company with more than 2 directors, minimum 2 director's HKID or passport and address proof is needed (latest 3 months). For shareholders with above 25% shares, the above documents are needed as well.
  • Copy of the latest of NAR1

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.

You may call our Sales Hotline at +852 2538-8278 or email us at sales@paydollar.com for enquiries.

Technical

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, and PayDollar provides payment module of osCommerce and Zen-Cart to enable merchant integrate with PayDollar Payment page from the open source 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.

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.

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.

When a customer places an order at PayDollar merchant's web site and selects the payment method, the customer will be redirected to our payment page for payment processing. All necessary parameters (e.g. transaction amount, order reference number, customer name) will be carried forward to the 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 web page of the merchant. for more sophisticated post-payment processing.

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.

Please email us at support@paydollar.com.

Operation and Finance

Basically we accept payments of any amount. We also handle special business needs of merchants on a case-by-case basis.

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, etc.. In any case, a summary of the payment is sent to the customer by email upon payment confirmation.

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.

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.

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. There is no refund charges and refund charges will be returned 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).

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.

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).

Fraudulent behavior 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).
  • Free mail address: Some fraudsters attempt to mask their identity by using a free mail addresses. While most users of free mail addresses are indeed legitimate, caution should be exercised for orders with free mail 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.

The name of the merchant will appear on the credit card statement.

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).

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.

Please email us at service@paydollar.com.

3-D Secure

These are a security feature instituted by Visa, Mastercard, American Express and JCB to protect online and mobile purchasing to detect and prevent card fraud. 3-D Secure improves card security with the use of a "three domain" security model. It authorizes cardholder identity with the acquirer, the issuer, and the "interoperability domain", which refers to the payment infrastructure that enables the transaction: the shared space created by the merchant, the payment processor, the network provider, and other parties. When a credit cardholder purchases online, messages will be sent to authenticate the cardholder's identity by entering password/pins or or by other authentication means. The transaction is allowed to proceed if authentication is successful.

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.

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.

For those merchants who join PayDollar eCommerce Standard plan, these features will be bundled without additional charge. For PayDollar eCommerce Premier plan, merchants have to arrange a license from the acquiring bank.

Please refer to Visa, Mastercard, American Express and JCB for details.

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.

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".