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ShopBase Payments FAQs

Once ShopBase Payments is supported in your country, you’ll be able to accept payments from customers anywhere in the world. There's no need to set up a third-party payment provider or merchant account. In this article, we've complied some of the most common questions asked about ShopBase Payments. In case you cannot find your questions listed below, please contact us via LiveChat to get immediate support.

In this article

A. Registration
B. Payouts
C. Others

A. Registration

Which credit/debit cards are supported?

Your customers will be able to use Visa, MasterCard, American Express, Discover, Diners Club, JBC, UnionPay.

How about the fee?

The processing fee varies based on card type and country. You can find these details in ShopBase Payments Pricing.

What should I enter for EIN, SSN fields?

Write the Employer Identification Number of your company in the USA or Singapore for EIN.
Write your Social Security number or the last 4 digits in your passport number for SSN.

How to get a phone number for customer support?

Please refer to our guide here.

How to export Stripe Statement to submit for ShopBase Payments?

Please refer to our guide here.

Can I use both ShopBase Payments and PayPal?

ShopBase Payments is only an option beside the Stripe payment gateway. You can set up both PayPal and ShopBase Payments (for credit card processing) as normal. Transactions on PayPal won't be charged by ShopBase Payments.

What should I enter routing number box when using Singapore bank information?

Because routing number is not applied for Singapore banks, you will enter branch code instead.

Can I use store currency which is different from settlement currency?

Yes. ShopBase Payments do support to set up store currency different from settlement currency. However, a currency conversion exchange fee will be applied.

B. Payouts

Can payouts be sent to Payoneer or PingPong accounts?

You can select the option Enable payout to ShopBase Balance in Balance to receive your payments to your ShopBase Balance, which can then be used for other ShopBase services, or you can request a payout to your Payoneer, PingPong, or PayPal account. You can apply for the Payoneer Visa card in the Banking information section on the KYC form to be paid out via Payoneer.

What are the payout times?

The first payout will be made after 7-10 working days. After the first payout, ShopBase Payments payouts will be applied daily.
It takes about 5-7 days for processing since your customers make payments to available to payout (depends on countries and situations).

How do I get paid?

Your funds will be transferred to the bank account you have entered in Bank information of the form.

Does ShopBase Payments put holds on your merchant account?

ShopBase Payments is holding a reserve of your funds over 90 days for all of your business transactions. The reserve is money from incoming payments that we set aside in your ShopBase Payments account to cover losses due to chargebacks, claims or payment reversals.

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'll probably see the money in your bank the next day your bank is open. For transfers sent on business days, you should be seeing the funds by the next day.

Can I withdraw payouts in USD if using Singapore bank account information?

No. Currently, ShopBase Payments only supports to payout in SGD if you are using a Singapore bank account.

Can I use a USD bank account to receive payouts when registering Singapore company information?

No. Payouts of your ShopBase Payments account will be transferred to Singapore bank account (SGD), or Payoneer/Pingpong accounts connected with Singapore banks.

In general, bank accounts must be located in the country where their settlement currency is based.

How long does it take for SGD payments to be paid out?

It takes about 7 days to process and available to payout since the day of transactions created.

When will payouts arrive at my bank account?

It takes about 2 days to receive funds after the payout day.

C. Others

Why do I have some $0 invoices when I choose to payout to ShopBase Balance?

This is due to the fact that your available ShopBase Payments account balance is negative (due to refunded orders or disputes). Order profits will be held on ShopBase Payments Gateway first to cover the negatives before being added to ShopBase Balance so that you are not charged twice.

What happens if my order is refunded?

The refund amount will be deducted from your ShopBase Balance and the transaction fee will be refunded to you. The application fee, on the other hand, will be charged to your account.

What happens if my order is in dispute?

If an order is disputed, ShopBase will retain the order value as well as a dispute fee to cover the payment gateway dispute. ShopBase will release this amount if the dispute is resolved. If the dispute is lost, this amount will be released once your ShopBase Payments Balance is not negative.

Understand ShopBase Payments
ShopBase Payments Policy
How to register ShopBase Payments
List of supported countries by ShopBase Payments
Payouts with ShopBase Payments
How to fill in ShopBase Payments registration form

Updated on: 23/08/2022

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