Frequently Asked Questions

Get your queries answered

1. What do I do if I want to change my settlement bank account?

Send your updated bank account information in your company letterhead pad with a seal and signature.

2. I want payment gateway for another website, what should I do?

Please get in touch with your Account Manager who will connect you with an agent for new account registration. Once the integration is complete, a new MID will be requested for the respective website.

3. Is there a client portal where I can monitor my online transactions?

Yes, there’s a reporting panel (merchant.sslcommerz.com). You should have a user account with which you can log in. You can use this panel to monitor your transactions, settlement, refunds, chargebacks, etc.

4. I did not receive my settlement report, how can I get it?

You can download your settlement report from your SSLCOMMERZ merchant panel. You’ll find the required information in the ‘Accounting’ tab.

5. I forgot my login credentials to the merchant panel, how do I retrieve it?

You can reset your login password by clicking on ‘forgot password’. Additionally, you can reach out to SSLCOMMERZ Operation or your account manager and your login credentials will be reset and sent to your email address.

6. How will my customer avail online EMI?

Your customer can avail online EMI facilities with credit cards from 18+ banks at the moment. At the payment page, they need to choose ‘Avail EMI’ and select the number of months for their EMI. After the payment is complete, the transaction will be converted to EMI within 5-7 working days.

7. Can I convert a regular transaction to EMI?

Regular transaction cannot be converted into EMI.

8. What are the reasons for a transaction failing?

There are a number of reasons why a transaction could fail including Declined by gateway bank or issuer bank, Unattempted/Expired transaction from customer, or problem with the customer’s network

9. Why was one of my transactions marked as suspicious?

We have a fraud detection/management system in place which flags suspicious transactions most of which are made by foreign cards. Multiple criteria are put in place to identify suspicious transaction at an early stage to safeguard our clients.

10. What is expired and unattempted transaction?

If a customer doesn’t complete their transaction within the given session time, it is considered as Expired.
When a customer cancels their transaction without attempting to pay, the transaction is considered as unattempted.

11. When is a transaction considered as risky?

When a card does not comply with 3D security, it is considered as a risky transaction. “3D Secure protects a buyer’s credit card against unauthorized use when shopping online.”

12. How is payment security ensured in SSLCOMMERZ?

SSLCOMMERZ is PCI-DSS certified. PCI DSS stands for Payment Card Industry Data Security Standard, which sets the requirements for organizations and sellers to safely and securely accept, store, process, and transmit cardholder data during credit card transaction to prevent fraud and data breaches.

13. How can I refund a transaction? Can I make partial refund?

You can follow these steps to initiate a refund:
Open transaction>transaction details>Refund request>fill up refund amount>proceed the refund.
For a partial refund, you have to put the amount on the refund amount.

14. How long does it take for the customer to receive the refund? Per bank/MFS/IB/Wallet

It takes 5 to 7 working days.

15. What is the limit of a single transaction for regular payments and international payments?

Transaction limit depends on acquiring bank. The standard limit for a single transaction through our gateway is 5 Lac BDT.

16. How do I resolve a chargeback?

After getting chargeback request from the bank, we will ask you to provide a proof of service delivery. This could be a delivery receipt or any other tangible evidence that the customer has received the product/service. We will then provide the same to the acquiring bank and if they deem the document sufficient, the chargeback claim will be denied.

17. Why is my system saying ‘payment pending’ when the customer is claiming that they have made the online payment?

There could be a delay due to network issues and if you have an IPN set up, our system makes multiple attempts until the accurate status is reflected in your system.

18. What is the general refund and chargeback policy?

Customer has to request to the merchant for refund. Once the refund is initiated, the refund will be adjusted to the customer’s account within 5 to 7 working days.
Chargeback executed as per agreement.

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