Frequently Asked Questions

How do I apply for an account?

Applying for a CannPay Voucher system account is simple, please just click the ‘Sign up’ button at the top of the home page. From here, you will be directed to a registration form asking for further details, which will take you approximately 5 minutes to complete.

Once you have submitted the form, a member of our team will review your application.

Once the application is complete, we will process the relevant ‘Anti-Money Laundering’ (AML), ‘Know Your Customer’ (KYC) and ‘Know Your Business’ (KYB) checks, through a number of third-party specialist providers.

If your account is approved by these third-party specialist providers, you will receive an email from a member of our team which will let you know how to start using CannPay.

What are the costs for using CannPay?

What are my monthly fees?

CannPay does not charge monthly fees.

What are your transaction fees?

We charge varying rates depending on the currency of the transaction, location and industry.

We work with a number of global acquirers and banking partners to provide you with the best rate possible.

What is a ‘rolling reserve’?

A rolling reserve is a risk management strategy to protect the merchant and its banks from potential loss due to chargebacks.

A portion of the Gross Transaction Value processed (which depends upon your “Chargeback Transaction Ratio”) will be secured to cover for the potential business risk relating to chargebacks.

What is your rolling reserve percentage?

We charge varying rates depending on the currency of the transaction, location and industry.

What are your rolling reserve fees?

Our standard rolling reserve is 5% of Gross Destination Currency for 90 days, however this may vary depending on the “Chargeback Transaction Ratio”.

Rolling reserves are kept on hold for a defined period of time and will be released at the end of this period.

What is a chargeback?

A chargeback is an arrangement offered by debit, prepaid or credit card providers that allows cardholders to get a refund if something goes wrong when they make a purchase using their card.

The chargeback scheme is not enforced by law; it is a voluntary agreement between credit card providers and card issuers (such as Visa, MasterCard and American Express), who subscribe to the scheme rules.

The scheme is similar to protections offered by section 75 of the Consumer Credit Act, which cover purchases of between £100 and £30,000 made on a credit card.

In today’s complex commercial world, the sad fact is that cardholders can be victimised by either fraudsters who illegally gain stolen card details to place unauthorised transactions, or dishonest merchants who rip off consumers by providing shoddy or mispriced goods or services. Chargebacks also cover the risk of goods being lost in transit and not arriving with the cardholder.

Cardholders can use a chargeback to dispute a card transaction for any of the reasons above, and thus secure a refund for their purchase. A chargeback voids a card transaction, withdrawing funds that were previously deposited into the merchant’s bank account – and applying credit back to the to the consumer’s card.

What are the fees for chargebacks?

If you incur a ‘chargeback’ (where a customer disputes their purchase and reclaims the money they have paid you from their card provider), then we charge you a fixed fee of £25, $30 or 30 Euro (or your currency equivalent), reflecting the costs to us of rectifying the issue.

How many chargebacks are allowed before my account is reviewed?

Our “Chargeback Transaction Ratio” is calculated as:

# Chargebacks in current month {DIVIDED BY} # Transactions in preceding month

  • If < 0.5% then you class as a Standard Merchant (“SM”), and your rolling reserve is our standard 5% of gross destination currency for 90 days.
  • If > 0.5% then you class as a Chargeback Monitored Merchant (“CMM”), and your rolling reserve increases to 7.5% of gross destination currency for 120 days.
  • If > 1.0% then you class as an Excessive Chargeback Merchant (“ECM”), and your rolling reserve increases to 10.0% of gross destination currency for 120 days.

2 CannPay months at < 1.0% Chargeback Transaction Ratio are needed to move back down to CMM, then a further 2 CannPay months at < 0.5% Chargeback Transaction Ratio to move back down to SM.

How Does CannPay Work?

How regularly do you pay out?

Payments are made to your account twice weekly.

Your available balance will be displayed in your Merchant account for you to view at any time.

What credit and debit cards can I accept?

CannPay currently supports payments from Visa and MasterCard debit and credit cards.

This means we support the vast majority of cards in circulation in Europe, as Visa and Mastercard’s market share is over 85%.

We are working to support other major credit and debit card providers and will update this FAQ as new solutions are implemented.

Can I accept debit cards?

CannPay accepts most debit cards issued by MasterCard and Visa.

As with the rest of our industry, CannPay cannot accept pre-paid VISA debit cards.

Does your voucher system support Visa and Mastercard?

With CannPay you can accept VISA and MasterCard, or any related brands thereof, all of which will be processed using the highest level of fraud prevention and security including SeucreCode and Verified by Visa.

How can I monitor my transactions?

Our Merchant Account section will allow you to view, review, refund and dispute chargebacks all in one simple and easy to use area.

This can be viewed in real time so you can monitor the performance of your business at any time. What base currency does your gateway support?

We currently support accounts in UK Pounds Sterling (GBP), EU Euros (EUR) and Dollars (USD)

However we can support payments in almost all major currencies, including US Dollars (USD), at a rate of 4% over market FX rate for cross-currency transactions.

What base currency does your gateway support?

We currently support accounts in UK Pounds Sterling (GBP) and EU Euros (EUR).

However we can support payments in almost all major currencies, including US Dollars (USD), at a rate of 4% over market FX rate for cross-currency transactions.

Can you use voucher with international transactions?

Our payment gateway supports payments for any and all goods, as long as they are:

 

1) Legal in the shipping (merchant) country and the destination (customer) country, and not subject to any other relevant legal or business restrictions, and;

2) Paid for in one of our three supported currencies: United Kingdom Pounds Sterling (GBP), European Euros (EUR) or United States Dollars (USD).

What ecommerce platforms is your voucher system compatible with?

CannPay works with a number of recognised platforms such as WooCommerce, Magento, PrestaShop and OpenCart.

Once your account has been approved you will be sent a installation file that you can upload to your website and get started immediately.

For platforms not supported, please contact help@paywithCannPay.com and a member of our team can discuss options of how we can work together.

How secure is your system?

Your data and your customer’s data are your most valuable assets.  CannPay is compliant with the worldwide ‘Payment Card Industry Data Security Standard’ (PCI DSS), that was set up to help businesses process card payments securely and reduce card fraud.

All transactions via CannPay use industry-standard HTTPS-level security, and our API calls are bolstered with the industry-standard Networking and Cryptography library.

How secure is your system?

Your data and your customer’s data are your most valuable assets.  CannPay is compliant with the worldwide ‘Payment Card Industry Data Security Standard’ (PCI DSS), that was set up to help businesses process card payments securely and reduce card fraud.

All transactions via CannPay use industry-standard HTTPS-level security, and our API calls are bolstered with the industry-standard Networking and Cryptography library.

What types of businesses can use the CannPay voucher?

Our services are subject to an acceptable use policy, our acceptable use  policy is available on our website to review at any time.

How do I contact you for issues not addressed here?

For more info visit: www.cannpay.co

If you cannot find you answer here, please email contact@cannpay.co and a member of our Accounts team will be in touch with you within 24 hours.

If your request is urgent, please call our office number provided.

Our usual office hours are 8.00am to 6.00pm (UK time).  Outside of these hours, please leave your name, phone number and brief description of your query on our answer phone, and we will return your call as soon as possible.