Frequently asked questions CCV Online Payments

Why can not a refund be carried out?
In order to be able to carry out a refund, a balance is required. The balance for a refund consists of the transactions that are still paid to you. Every working day the money from CCV Online Payments is paid out to you. This means that the balance at the beginning of every working day is 0. If you want to make a 50 euro refund, for example, at least 50 euros of transactions have to be made on the same day.

How can I complete an application and resubmit it?
After we have reviewed your application, you will receive an e-mail. When you are asked to complete data, log in to CCV Shop. Then click on "Continue request" fill in your details and complete the application.

How do I ensure that my webshop becomes visible to visitors?
To make your online store visible to your visitors online, log in to CCV Shop. Via ''Starting point > My Webshop > Settings > General > Web store online / offline', you determine whether or not your webshop should be shown to visitors.

How do I activate the payment options on my website after they have been approved?
To activate the payment options for your webshop, log in to CCV Shop and go to ''Starting point > My Webshop > Settings > Orderering process & Stock > Payment methods'' and then place a check mark on the payment options you want to offer on your webshop.

How can I change my data for CCV Shop?
To change your details, log in to CCV Shop. You then go to ''Starting point > My Subscription > My details'' and adjust your details there. Then click 'Apply' at the bottom. Do you use CCV Online Payments? Then we will process your application. Depending on the nature of the change, additional information may be requested by mail.

Can I adjust the payout frequency from daily to something else?
That is not possible at the moment. 

How can I change the account number for payment or invoicing CCV Online Payments?
To change your details / data, log in to CCV Shop and go to ''Starting point > My Subscription > My Details' and adjust your details. Then click 'Apply' at the bottom. Do you use CCV Online Payments? Then we will process your application. Depending on the nature of the change, additional information may be requested by mail.

What does the error message mean that registration is not possible because of missing data?
You can contact the support team of CCV Shop. They can look where the problem is and then solve this together with you.

When I register to Wirecard I get the error message "Merchant Shop URL already exists." What does this mean?
Presumably you are signing up for multiple Wirecard payment methods at the same time. Once the registration for one Wirecard payment method has been completed, you may leave the other two to rest. These are automatically going to be assessed on the basis of the first request by Wirecard.

Who is Checkout Portal?
Checkout Portal is a product of Wirecard UK & Ireland, a subsidiary of Wirecard AG. CCV has a partnership with Wirecard for the MasterCard and Visa brands. Wirecard is a leading global specialist in technology for electronic payment methods and online risk management, as well as for banking services. 

What information do I need to enter the Checkout Portal or WireCard?
In order to create a customer account, we need an extract from the commercial register, if available, and a valid, readable copy of an identity document (identity card or passport, not a driving license). The verification will start as soon as all the necessary forms have been submitted. All documents can be uploaded digitally, which means that no paperwork is required.

Why do I have to submit a copy of my passport?
In fact, with Wirecard, just like you do with a bank, you open an account on which the money from the payments ends up and you enter into an agreement with them. For identification purposes, Wirecard therefore needs official documents, which is partly due to the strict anti-fraud policy of credit card providers such as Visa and MasterCard. It goes without saying that Wirecard handles this information confidentially.

Why do I need to add an extra document to my copy ID to confirm my private address?
Dutch IDs do not contain any address details of the Merchant. For this reason, a request is made for a business document such as a telephone bill with the address details and a copy of the Chamber of Commerce extract.
Please note! This may be different for the country that you are in. 

Why does it take 5-10 days for me to apply Wire Card payment methods in my shop?
Wirecard checks all data and official documents and then creates an account for you. This is time-consuming and it can therefore take 10 days before all payment methods can be activated in the CCV Shop.

What is 3-D secure?
3-D secure is a verification process. It minimises the risk of fraudulent use of credit cards. For MasterCard this solution is called MasterCard Secure Code, while for Visa it is called Verified by Visa. Customers must enter an additional password in the online shop during the payment process.

What is chargeback and what can be done about it?
A chargeback is the revocation of the payment by the cardholder. This process takes place when a cardholder lodges an objection with his bank. After a successful withdrawal, the recovered amount is credited to the cardholder's account and the retailer is charged a chargeback fee.

What is the reserve and when will it be paid out?
A 5% deposit will be retained after each transaction by credit card. This is paid to the retailers within 180 days.

When will the payments for credit cards and eMaestro be made?
All incoming credit cards and eMaestro payments from your online shop are settled every week and the payment is made shortly afterwards. 

Where can I see my transactions?
Everything is integrated in the maintenance program of your own CCV Shop. There you can consult all your orders and the payment traffic. For credit cards and eMaestro, you can also find the status in the special back-end portal. Access to this portal will be granted in a separate e-mail after activation.