Frequently asked questions

Account Related

I forgot my password to the Merchant Portal. What do I do?

You can use the password reset tool on the login page to request a new password. If you have trouble, please open a support ticket.

How much does it cost to Create Test Account? What are the set up fees?

There are no upfront set up fees to get an account to use Alternative Payments.

How do I see my sales/stats?

The Merchant portal features advanced reports, standard reports and customizable reports which are all updated in real-time.

Tell me about Alternative Payments

Founded in Pasadena, California, Alternative Payments, a brand of 2000Charge Inc., has been the leading alternative payments provider since 1999. With over two decades of experience, we've been at the forefront of redefining how businesses and consumers interact with payments. Our mission is to provide merchants with a simple and easy solution for their customers. As a brand under 2000Charge Inc., Alternative Payments offers a global payment infrastructure to assist e-commerce businesses in maximizing their conversions of international traffic and revenue streams with a broad portfolio of payment solutions local to their consumers. Many of our products were among the first to be introduced to the online payment market. We focus on high-growth, payment-related, and internet-related services and consolidate the entire portfolio of solutions to streamline the checkout process for international consumers.

Do you have a Partner program?

Yes, we do. Alternative Payments Agent Sales Program was designed to provide Independent Sales Organizations/Agents (ISOs) the ability to refer merchants to Alternative Payments and receive commissions on the volumes the merchants generate from sales using alternative payment options.

Can I use my own merchant account?

Yes, however automated set up is not available in our current release. We can provide a checklist of necessary supporting documents. Some standard items include a copy of your government-issued Identification Card and further compliance documents.

Will there be a rolling reserve for my account?

Yes. The reserve level is defined based on the risk level exposure. Usually, it is 10% with a 90 days rollin schedule

Do you offer customer support?

Yes, we do.

How are chargebacks handled?

Chargebacks are reported in the Merchant Portal along with the reason for the chargeback, if available. Chargebacks will be deducted from your Settlement. Not all Chargebacks will incur an additional fee, however, many do.

I have a question which has not been answered by the FAQ's. What do I do?

If you have any questions you can't find an answer to here, please open a support ticket.

What are your security recommendations?

Review your transaction history regularly – if you think someone used your account, immediately change your password and contact us.
Keep your information safe – never share your password or account information with anyone. We will never ask you for your credentials (for example by email or phone). If you receive an email that appears to be from us that asks for such details then treat it with suspicion as it may well be a phishing attempt to trick you into handing your credentials over. Likewise, be aware of links in emails that appear to be from us – this is a trick often employed by the bad guys to get you onto a website that looks like ours and steal your credentials.
Use strong passwords – Use a unique and complex password that is different from any other password you use. A good password should be at least 8 characters long, contain uppercase and lowercase letters, numerals, and a special character (I,e, @#&!). Never use your real name or identifying information in your password.
Update your browser – if you’re using an out-of-date version of your browser, you could be vulnerable to attack. Get the latest version from the vendor’s website.
Secure your computer – use antivirus software and a firewall to protect your computer from intruders. Never open files from unknown sources. If your computer isn’t safe, neither is your money.
Don’t use our website on public computers – public computers could be jeopardized. Without owning it, you can never be sure that a computer is secure. This includes computers at libraries, hotels, internet cafes, etc.
Update your computer - Install all updates for the operating system that you use and regularly update all programs. An outdated version of any program can be vulnerable to attacks.
Do not use unsecured public Wi-fi networks - Avoid accessing your account on public WI-FI hotspots like one at a coffee shop or airport. If you need to use public Wi-Fi consider using a VPN (Virtual Private Network) for securing your access.

This all sounds great and I want to Create Test Account! What's the next step?

Just complete the Alternative Payments signup form and you can be testing the system in a few minutes!

Security

How do I activate 2FA?

In case 2FA is not activated for your account you will get the following message.

Click on the “Send Email” button and you will receive an email to your registered e-mail address, with the link which you must click.

Settlement and Deposits

How do I get my funds?

Settlements will be deposited in your account via ACH (bank transfer) in USD using your accounting and routing number if you are in the US and via SEPA using your IBAN in EUR if you are in EU. Wire transfer is available for larger volume merchants on a case by case basis for the time being.

How often you settle the funds?

Funds are settled each 10 (ten) business days. Please note that in certain cases additional verification of your business might be applied. Businesses which don't have an established processing history and new businesses are subjected to further verification process. This process is usually done through direct communication with the consumer of the product or service.

The verification process is applied to ensure customer satisfaction, which results in fewer refunds, chargebacks, and allows Alternative Payments to confirm the legitimacy of new merchant accounts. The verification process is typically seamless, but the difficulty in verifying the status of your account can result in the delay of the payout.

The payout can be held up for two settlements cycles (20 business days), however, once orders have been verified, payment may be released earlier.

Note:
Merchants selling tangible goods should not expect payment until Alternative Payments confirms the receipt of products shipped and delivered as per terms advertised on your website.

Merchants selling digital goods and services (e-books, hosting, etc.), should not expect payment until Alternative Payments confirms that the goods and services have been delivered.

What is the minimum Settlement?

There is a minimum Settlement of $100 in case of ACH or SEPA payout. In case of wire transfer settlement method there is a minimum settlement of $500. Note that if invoices are deducted from a settlement, the sum needs to be $100/$500 after the deductions.

I'm using Wire, and I don't want to pay $40 to transfer only a $100 Settlement?

We didn't receive our Settlement. Where is our payment?

The first thing to check is the Settlement tab in the Merchant Portal and make sure a Settlement was sent. If so, and you have not received it, the Settlement may have been returned. The Merchant Portal allows filtering for returned Settlements, so check to see if it is listed there. Then please open a support ticket and we will get you your payment. Rest assured that even if you do not contact us, we will do everything we can to reach out to you to settle up.

Who do I contact if we need to change our bank account?

Please open a support ticket to change your settlement bank information. Please note that certain documentation may be needed.

We changed our bank account number. Where do I check that the information was updated?

Settlements are made per business case, though most people will only have one. To check your Settlement information, log into the Merchant Portal, click 'Business Cases' then click your Business Case link. Scroll down to see the Settlement data.

Why do you need my SSN/EIN/Government ID?

As a financial institution, we have to adhere to strict financial compliance regulations.

SEPA

What is SEPA?

On August 2014, the Single Euro Payments Area (SEPA) initiative replaced the system of using the individual countries' account and routing numbers with a standardized IBAN (International Bank Account Number) and BIC (Bank Identifier Code). This facilitates easier cross-border payments and standardized bank information.

What does SEPA stand for?

SEPA stands for the Single Euro Payments Area.

What is an IBAN and BIC?

IBAN stands for International Bank Account Number. It consists of an international part containing the country code and check number, and a nationally defined component. The length of the IBAN varies by country. Germany, for example, has 22 digit IBANs.

BIC stands for Bank Identifier Code ( also known as SWIFT code). It is the unique identification of bank/credit institutions and is eight or eleven characters long.

Learn more about IBAN and BIC.

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Where can I find my IBAN and BIC?

Your IBAN and BIC can be found on your bank statement, or on the back of a recent bank card. You can also ask your bank for them.

What currency can I process with SEPA?

All SEPA transactions need to be processed in Euro.

How does a consumer make a SEPA payment??

Payments are made via bank transfer. Consumers based in the SEPA countries and territories provide their International Bank Account Number (IBAN) to complete a payment.

Why is having SEPA important?

SEPA eliminates the roadblocks of cross-border bank transfers so people in different countries can buy and sell as if they were in the same country without having to have bank accounts in different countries. This creates a single market of more than 520 million people in 50 countries and territories who can make payments in euros under the same conditions, regardless of their location.

What steps can I use to prevent Chargebacks?

We offer a tool called SMS Verification, which requires the consumer to have a valid phone number. To verify the consumer's identity, they receive a text message on the phone, which they need to enter into the payment form before the transaction is submitted. SMS verification is enabled by default and considered mandatory for SEPA processing, however, can be disabled on a case by case basis upon written request.

Frequently asked questions

Account Related

Security

Settlement and Deposits

SEPA

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