How it works
Checkout
When a shopper selected Ratepay's payment method, we do several velocity and fraud checks. Based on their results we accept or decline the transaction. There is no status like PENDING. In case of SUCCESS, you can start fulfilling the purchase order immediately.
Shipping and invoicing
capture
To capture an order open the order and click on Capture payment button in Shopify.
We can generate the invoice on behalf of you whenever we get a capture call.
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Partial delivery are not possible with wallee!
If the amount is changed within Shopify's capture dialog box, wallee modifies the order on Ratepay side and no further capture call is possible.
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Do not capture immediately, as this may resume in dunning letters due to long delivery periods.
attention
If you like to print the invoice on your own, please check the legal requirements here
Merchant Logo
We use your logo when communicating with your customers like on invoices and payment confirmations. Please send it to your Ratepay representative. It should be as follows:
- Size: 1012 x 259 pixels
- Resolution: 300 dpi
- Formats: .ai, .svg, .png
Contact details
For the best customer experience, we provide several contact details to the shoppers at the bottom of each correspondence.
Questions about payment
- Ratepay's e-mail address
- Ratepay's phone number (incl. service hours and charges which may apply)
- Link to the Ratepay self-service portal orca.ratepay.com
Questions regarding the order
- Your service e-mail address
- Your phone number (incl. service hours and charges which may apply)
Payment terms
If the shopper chose to pay by
Open Invoice
they will have 14 days to complete the payment.
SEPA Direct Debit
the order amount will be debited to their bank account 3 days following capture.
Dunning stroke
| Day (Open Invoice) | Day (SEPA Direct Debit) | Day (Instalment) | Event | Dunning stroke |
|---|---|---|---|---|
| 0 | 0 | 0 | capture |
|
| 14 | 3 | 14 | Due Date | 0 |
| 21 | 10 | 21 | Payment reminder via e-mail | +7 days |
| 35 | 24 | 35 | 1st dunning letter via e-mail | +14 days |
| 49 | 38 | 49 | 2nd dunning letter via snail mail | +14 days |
| 58 | 47 | 65 | debt collection | +9 days (+16 days in case of Instalment) |
Customer Service requests
cancellation
For a full cancellation open the order and choose more options to find the cancellation button in Shopify: (orders → your order → more actions → cancel order → confirm the cancellation)
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Partial cancellations are not possible with Shopify therefore the goods have to shipped and than returned.
refund
Refunds are possible after a capture event. To set a refund open the order in Shopify and click on refund. Now type in your refund amount in the field refund amount and confirm.
return
Returns are possible after a capture event. To return articles of an order open the order in Shopify and click on refund. Than select your articles you want to return and confirm.
On orca.ratepay.com merchants can trigger cancellations, refunds and other more individual actions.