Frequently Asked Questions
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Frequently Asked Questions

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We have prepared for you a list of frequently asked questions and answers related to the payment gateways and payment terminals.

Payment Gateway

When will I find out that the payment has been completed?
We will provide this information based on the received notification from the bank. If the payment was paid online by card, you will be informed within 30 minutes, with online banking buttons (epayment+) up to 2 hours and in the case of offline banking button (epayment) within 2 days. As soon as we receive bank notice, the state of payment will automatically change to “paid”. So you can immediately react and dispatch products to clients.
Payment information will be sent to you by email. At the same time, you can check the state of payment in the Client Portal in section Payment > Client Payment.

How soon will I get money to my bank account?
We send payments every weekday. The exact date on which the payment is credited to your account depends on the bank where you have your bank account. The usual period is 2 working days.

Where can I check individual transactions?
Every transaction can be found in the Client Portal in section Payment > Customer payments. If you are using an accounting system that is supported, you can automate everything and control it straight in it.

What is the minimal amount to make a payment?
The minimal amount is 1 CZK; 0,1 EUR; 1 PLN; 100 HUF; 1 USD; 1 GBP, 5 RON.

What happens if the client is not able to finish the payment?
With every started payment, a notification is sent to the payer based on which he can return to the payment before the payment expires. The client can find in the notification a link for changing the payment method and its finalizing.

For how long stay payment links active?
The payment link stays active until the payment's expiration. Before it expires, the client can finalize his payment anytime. After the time runs out the payment changes the status to “unpaid”. The expiration period can be chosen in the Client Portal in section Integration > Store settings > Payment methods.

The default expiration period is set for everyone for 7 days and can be changed as you please.

What if the client pays with a currency that I do not have permitted on the payment gateway?
Even in this case, the customer can shop in your store. If the client pays with a supported card, he chooses your e-shop currency that suits him the best and proceeds with the payment. In such cases, the transfer is being done by the buyer's bank according to its currency rate.

Example: Client with CZ card shops in the e-shop, where the only currency is Euro. The client pays in Euros, his domestic bank mediates the transfer of the currency based on the current rate. The owner of the e-shop receives the payment in Euros.

What is the difference between online and offline payment buttons?
With online payments, the customer is redirected to the internet banking of their bank. After logging in they only confirm the payment with already pre-filled details.
With offline payments, the customer has to standardly log in to their internet banking and manually submit the bank order with generated data. The button will generate all data required for payment including the QR code.
We offer banking buttons with these banks: Česká spořitelna, ČSOB, Era, Komerční banka, mBank, UniCredit Bank, Raiffeisen Bank and Fio banka.

Can I set more accounts for individual e-shops?
Standardly in ComGate Payment systems, there is only one account preset for CZK and EUR payments. If you want the bank connections for your transactions to be different, i. e. for payments to be sent to different CZK or EUR accounts, you must first adjust at the implementation level. Identificator is transferred through the parameter “account”. Choose a different identificator of each account and then send it with the respective account number to podpora@comgate.cz.

Can I send a payment link?
Yes, this option has every client with an active payment gateway. We call it a “new payment” and you can generate the link straight in the Client Portal in section Payment > New payment and then send the link to the client.

What is the Recurring Payment and what is it for?
Feature of the Recurring Payment allows your customer to set a recurring payment for your service for the same price - regularly every month or in a different period. The service primarily serves for example for regular payments for subscriptions or memberships in clubs.
The first payment standardly goes through the payment gateway and the next payments go already in the background without the need to fill in data about credit cards. More information on setting the recurring payments can be found here.

This feature is subject to approval, so it is not automatically available to all clients.

How do I set up a recurring payment?
Recurring payment must be integrated by API protocol and assistance of your developer or web administrator is needed for the integration.

What do you do with data from credit cards?
ComGate has payment institution license from the Czech National Bank. Under the supervision of the Czech National Bank, we meet strict rules for handling personal information (rules for handling personal information).

We mediate only the payment, while the payer enters his credit card number in a safe interface of the third party (bank). We do not have the data themselves.

Which browsers are compatible with your payment gateway?
ComGate payment gateway will work on all common internet browsers except Internet Explorer.
TIP: If the buyer is using one of the supported browsers but their payment is still unsuccessful, it is possible that it is being blocked by cookies or some addon. In such cases, we recommend either trying incognito mode or a completely different browser.

Payment Refund

What is the latest date to refund received payment?
For a successful refund, you need to send a request no later than 6 months after the original purchase.

How long does the refund take?
We request the refund immediately but the banks have 10 working days to process it. You can check the state of a refund in your Client Portal in the section Payment > Refund.

How can I confirm that the refund has been finished?
You can see the state of a refund in the Client Portal in the section Payment > Refund.

What happens with refunded payment when the payer does not have a valid card anymore or their account has been cancelled?
If the card is invalid or the bank account is cancelled, the card publisher will cancel the refund. Bank will not proceed with the refund. This would be communicated to you by us. It is necessary to contact the customer and ask for different account details. For these cases, we recommend offering a different form of refund.

What is the difference between chargeback and refund?
Refund is returning the funds to the payer based on your request. Refund of payment can be used for example when the payer is returning a product/service in the 14 days, as compensation to the customer for not delivered product/service, as a return of the deposit etc.
Chargeback is returning the card transaction funds back to the payer, based on his request and it is always done when the payer denies committing the credit card payment order when he complains about delivery of the service/product.

What is the difference between cancellation and refund?
Cancellation of payment is used when the e-shop order has been cancelled and the transaction is not to be finished by the payer. The payment must be in the "expected" state. This means that the payer has not paid yet.
Refunds are intended for already established and paid payments. Therefore the state of the payment needs to be paid.

Do I have to refund payments through ComGate?
In case of payment with a card, refund customers only through the payment gateway. Never return the money another way, for example, by bank transfer to the customer's account. This is the rule of MasterCard and Visa card associations.
If the payer has made the payment with postponed payment, refund him only through the payment gateway.
If the customer paid by bank transfer, you can return the money to the customer's bank account on your own.

When I have requested a refund through API, can I find out if the refund has been processed through API as well?
The state of a refund can be found out only in the Client Portal in the section Payment > Refund.
With the help of filters, you can find specific refunded payments and check in which state the refund is.

How can I identify refund payment in my accounting system?
Refund is in the payment list marked by a minus symbol (-). The fee for a refund is marked in the same way.

Apple Pay

How can I activate Apple Pay?
The Apple Pay payment method is linked to the Card Payment method. Apple Pay is automatically displayed in the card gateway to users with Safari and Apple devices. No technical adjustments are required to display Apple Pay in the card gateway.

Can I have Apple Pay button on my e-shop as a payment method?
Yes, for these purposes we have a guide for integrating this solution. The connection needs to be consulted with your web developer.

How is Apple Pay charged?
It is almost the same as paying by card. This is why it is charged the same as a regular card transaction according to your % rate.

Why does not my e-shop display Apple Pay?
The Apple Pay service is displayed only to Apple device users with Safari browser. It is not functional on different devices. If you are viewing the website on a different device, the method will not be displayed.

What is going to happen with a payment if I do not have a card saved in Apple Wallet?
It is not possible to finish payment through Apple Pay without a saved card. The payer can fill in their card number manually to the payment gateway or enter a payment card to Apple Wallet and then try the transaction through Apple Pay again. During the payment, the payer does not have to make the payment from the beginning but just click on the payment link in the e-mail.

Can I pay through Apple Pay on a different browser than Safari?
No - this service can only be displayed in the Safari web browser.

Which Czech Republic issuing banks support Apple Pay?
Apple Pay is already supported by number of major banks including Air Bank, Banka Creditas, Bank of America, Česká spořitelna, Československá obchodní banka, Curve, Edenred, Equa bank, Fio banka, Home Credit, iCard, J&T Banka, Komerční banka, mBank, Monese, MONETA Money Bank, Paysera, Raiffeisen Bank, Revolut, TransferWise,Twisto, UniCredit Bank, Up, Zen.com.

I have an Apple device but the button does not display, what could be the problem?
First, check if your device supports Apple Pay service. If so, check the current iOS version of your device. If you do not have the newest iOS version, upgrade your device. Next, check if you have Safari browser available.

Billing and Statements

When do I receive my monthly bill?
You shall receive the monthly billing to the registered e-mail address no later than on the 15th day of the month. At the same time you can find it on that day in the Client Portal in the section Payment > Billing

When do I have to start paying the monthly fee?
The first two months are the testing period without charging the fee. After passing that time you will be charged the monthly fee regardless the payment gateway is in a testing or normal state.

Where can I find an invoice for my monthly fees?
You can find monthly billing fees from transactions in the Client Portal. The overview can be downloaded in PDF in the tab Payments > Transfers to BA.

How to connect variable symbol with the ID of the client's order?
We send payments under our variable symbols. To connect transactions with orders (your internal variable symbol) you can use the refID parameter, which is displayed in CSV. file in column “ID from a client”.
If you want a word description in a column "product“ CSV., enter in the settings information “name”.
More information is to be found in the API protocol.

What is the difference between 100% and regular payout
By default, all our customers have the payout of payments set to a daily basis.
At the client's request, a 100% payout can be set, where we would send the whole amounts daily and the fee balancing will be happening once a month in the form of an issued invoice.
This service is charged at the rate of 0.1%. The fee value for the transaction will be increased by this percent.

The service can be set from the first day of the calendar month.

What is a chargeback?
Chargeback is paid service thanks to which the buyer can ask for a cash refund back on their card in case you do not provide the service, do not send the goods or you send a different one. If you do not react to the buyer's refund request and they rise the chargeback, this action would be charged to you for 990 Kč.
When buyers rise this kind of request, banks always check the payment with us and we communicate with the seller = you.


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