What is the cost to use ChatFood Payment powered by checkout.com?

The service prices vary based on your country. You can see the full list of pricing broken down here in ChatFood Payments powered by checkout.com Terms and Conditions.

When is a transaction fully captured?

When a customer places an order using his credit card, the transaction is pre-authorized by checkout.com, and it's only fully captured once the order is marked as Completed on your ChatFood dashboard.

In some countries, when the card is pre-authorized, the customer will receive an SMS mentioning the amount has been deducted. If you cancel the order, the transaction will be voided (charges apply) and the amount won't be deducted. The bank won't send any SMS to mention it, which can cause some misunderstanding from customers.

What happens if the order is not marked as Completed or Canceled?

If the order has been accepted but not completed within 7 days, then the transaction will be automatically voided (charges apply) and the amount will not be deducted from the customer's account. To capture that amount, you can call the customer asking him to pay you directly or by placing a new order that you will have to complete.

How do I get paid?

ChatFood Payments transfers funds to the bank account you have entered on your banking information page. The account you use to accept payouts needs to be a full checking account. For more information on the bank accounts that you can use, see your banking information page.

⚠️ You can't receive funds if your payout is below AED4, $1, £1, or €1, depending on which currency you use in your store. The funds are added to your next payout that meets this requirement.

Can I get my money faster?

The time it takes for ChatFood Payments to transfer funds to your bank account is set by default monthly. We usually transfer all the funds related to the previous month the first week of every month. We're actively working to reduce pay periods for all accounts. We can increase the payout frequency only in exceptional circumstances. If you want to request it, please send an email to finance@chatfood.io

Why does my payout show Paid, but no funds have been deposited?

We transfer funds every day, but most banks only process the transfer on business days. This means that if funds were sent to you on a holiday or a weekend, then you will probably see the money in your bank the next day your bank is open. For transfers sent on business days, you should see the funds by the next day.

If the transfer was submitted on a business day and you don’t see the money in your bank account within a couple of days, this likely means the transfer failed. Banks can take up to 3-5 business days to inform us about failed transfers, at which time we send you an email with the reason for the failed payout.

My payout failed, what do I do?

When a transfer fails, payouts to your bank account are put on hold until the issue is resolved. To resolve an issue causing your transfers to fail, follow the instructions on the email sent. For example, you might be prompted to update your banking details.

If you update your bank account to a valid checking account, then the failed transfers are automatically retried within the next 72 hours. If your current account is valid and you're unsure why the transfer failed, then you should contact your bank to investigate the issue.

Why are all my payouts 30 days apart?

In certain cases, your orders are subject to a 30-day payout period due to the products you sell. This payout period is required by our payment partner for some businesses. You are directly notified if your account requires a 30-day payout period instead of a normal payout period.

Does ChatFood Payments protect me from chargebacks?

No, chargebacks are your responsibility. ChatFood Payments can assist you by providing supporting documentation to dispute the chargeback, but it's the cardholder's bank that makes the decision regarding a chargeback outcome. ChatFood payments can't change or appeal to the bank's decision.

Refer to our section about chargebacks for more information.

Where can I find the Terms of Service for ChatFood Payments?

You can read the Terms of Service (TOS) for ChatFood Payments powered by checkout.com here.

What currency can I sell in?

The currency you can sell in depends on the country where your business is located. See Supported currencies for the list of country and currency pairings that ChatFood Payments supports.

How long does it take for my customer to get refunded?

Approximately 5–10 business days. Although we submit any refund that you make to your customer's bank immediately, your customer's bank must still process the refund and apply it to their account. The processing time can vary between banks.

Inside the authorization period, when a customer is refunded (either partially or in full), the customer might not see a line item on their statement for a refund because we adjust the capture amount for the charge when it settles. They might still see the charge as “Pending” on their statement until the period expires.

If you would like help in determining the status of a refund that you have processed, then contact ChatFood support for a refund reference number.

Can a refund be canceled?

No. After you've issued a refund, it can't be canceled. If the card that you have refunded is expired or canceled, the customer's new card is credited with the refund. In the rare case that the customer doesn't have a new card, the bank usually sends the refund to the customer's bank account.

How long do I have to issue a refund?

There's no time limit to issue a refund but you might not succeed in returning the funds after 60 days.

Can I refund a chargeback?

A chargeback happens when a credit card company refunds a charge to the cardholder at your expense. A chargeback can't be refunded once the process started and the funds are taken from your account by the bank. If the chargeback is only an inquiry and the funds haven't been taken by the credit card company, then a refund is possible but not recommended. The credit card company refunds the customer directly if you lose the chargeback inquiry.

Why am I charged a fee for each chargeback?

When a chargeback is filed, ChatFood Payments is debited the full amount of the charge fee to help cover the cost of processing the dispute. You can submit evidence to have a dispute resolved in your favor. If you end up winning the dispute, then we return the full amount (excluding the chargeback fee) to you.

My customer said the dispute was a mistake. Can it be reversed?

Yes, though only your customer can do so. If you've talked to your customer and they've agreed to drop the dispute, then you should tell them to contact their bank and say that they want to drop the chargeback. You should also submit evidence to the customer's bank, including the statement where the customer said they would drop the charge. You could include evidence such as:

  • the date and time that you fulfilled the order
  • the billing information that the customer used
  • the IP address and country used for the order
  • shipping and tracking information for the order.

My customer’s purchase was declined. Why?

There are several possible reasons. When we submit a charge to your customer’s bank, they have automated systems that determine whether or not to accept the charge. These systems take various signals into account, such as your customer’s spending habits, account balance, and card information like the expiration date and CVV.

These signals are constantly changing, so a previously successful card might be declined in the future. Even if all of the card information is correct, and your customer previously had a successful payment, a new charge can still be declined by a bank’s fraud systems.

Can I find out more about the decline?

Most declines are generic, so we don’t have much information as to why a charge was declined.

If the card information seems correct, then it's best to have your customer contact their bank, ask for more information, and ask for future charges to be accepted.

If you need further help, reach out to us!

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