FAQ NICEPAY Business Operation
Customer Service & General
How to join or cooperate with NICEPAY?
How to and communicate with NICEPAY?
What business categories can use NICEPAY payment services?
In principle, all kinds of categories can using NICEPAY as long as it isn't prohibited by applicable Law, Regulator, Bank, or Principal (for example: Visa and Mastercard, Bank Indonesia, OJK (Otoritas Jasa Keuangan), and many others). We follow the set standard from those sides for the convenience of your business and transactions with your Customers.
What are NICEPAY's advantages other than payment services?
Other than comprehensive features and affordable costs, we are highly committed to prioritizing service that can be dependable, friendly, and ready to serve Customer complaints by giving responses and fast information. We also had staff representatives from IT, Business, and Operational assigned to exclusive for each Merchant to communicate if there is trouble, request, or any other things to facilitate the Merchant operational process.
In terms of transaction security, NICEPAY also has a system and special team to detect Fraud potential that can minimize the loss potential on your business. Enjoy the best experience using the NICEPAY payment service.
My business scale is still small and doesn't have the legality of the company (PT), am I still able to cooperate with NICEPAY?
Of course, we provide collaboration facility as an Aggregator that the Merchant registration will be registered to the Bank through our intermediary, so the Settlement process/transfer of funds will be paid through NICEPAY to the Merchant after the Bank performs the Settlement/payment.
For this type of cooperation, we only need several documents and further verification to assists Merchants start accepting online payments.
As Merchants, we don't have a personal website/application for Customer transactions or ordering goods. Can I still use the NICEPAY payment service?
My business is from outside Jakarta or Java island, can I still join NICEPAY?
Our company had helped many Merchants throughout Indonesia, even the world. Our business scope is not only concentrated in Jakarta or Java island. Please contact our Marketing team for further information.
How long is the request process from the start until Merchant can do the transaction?
It all depends on the completeness document received. Usually, the process takes 14 (fourteen) to 30 (thirty) workdays from the request, integration, and testing until the Customer can perform the transaction on the Merchant.
What type of services or payments can be used when cooperating with NICEPAY?
- Credit Card (Visa, Mastercard, JCB, AMEX, Union Pay).
- Virtual Account (ATM, Internet Banking, Mobile Banking, SMS Banking, and Teller Bank all Indonesia).
- Payment Link (Payment without integration, suitable for Merchant without having any website or platform).
- Convenience Store (Alfamart & Indomaret, available on more than 20,000 outlets).
- Direct Debit (Jenius).
- E-Wallet (OVO, DANA, ShopeePay, LinkAja).
- Paylater (Akulaku, Kredivo, Indodana)
- Disbursement (Sending money to many destination account at the same time is effortless because using API).
- QRIS (Scanning QR code).
Settlement, Bill, Reversal & Refund
Who will send the Settlement fund to the Merchant?
Merchant Aggregator will receive Settlement funds from NICEPAY while Merchant Facilitator will receive Settlement funds from Bank or payment Partner.
How to process funds Settlement between NICEPAY and Merchant?
If the Settlement model used by the Merchant is the Facilitator type, the transaction funds will go directly to the Merchant's Bank account after the transaction is successfully paid. NICEPAY will charge transaction fees (and VAT) to the Merchant include deduct other Settlement funds (if any) sent by NICEPAY to the Merchant. If the Settlement model used by the Merchant is the Aggregator type, then NICEPAY will represent the Merchant in the Settlement process. Settlement funds will be received by the Merchant from NICEPAY and already deducted from fees (and VAT) by NICEPAY and the funds become the Merchant's full rights.
How to check the billing from NICEPAY for any transaction?
- Login to NICEPAY Back Office.
- Select the Settlement menu.
- Select the Settlement Report.
- Select the Data Type that is Settlement Data and Date that is on month from date one to the end of the month.
- Click the Excel Detail button.
- An Excel file will be downloaded containing the transaction detail that already deducts fees (and tax).
How to check the detailed transaction for the settlement fund received on the day from NICEPAY?
- Login to NICEPAY Back Office.
- Select the Settlement menu.
- Select the Settlement Report.
- Select the Data Type that is Settlement Data and Date that is today.
- Click the Excel Detail button.
- An Excel file will be downloaded containing the transaction detail that already deducts fees (and tax).
When do the Settlement funds from NICEPAY for transactions happen on the day will be received?
Sending Settlement fund depends on the payment method. Usually executed on the working day.
Further detail information could be accessed from NICEPAY Back Office.
- Select the profile menu.
- Select the merchant data .
- Click the service info window, and choose a payment method, example VA.
- Search the settlement period. Information on that settlement periode column is how long the Settlement fund will be sent.
What Banks can be used to receive settlement funds from NICEPAY?
All Banks can be used. NICEPAY waives the cost of sending Settlement funds if the chosen Bank are:
- Bank Mandiri, Bank BCA, Bank BNI, Bank CIMB, Bank BRI, Bank Danamon, Bank Hana, Bank Syariah Mandiri dan Bank Maybank.
- Outside the list, the Bank will get charged IDR 5.000 for every transfer for SKN (under IDR 500 million) or IDR 30.000 for RTGS (above IDR 500 million).
Why Reversal payment could be occured?
Reversal payment usually occur for the Virtual Account method. This occur because the VA transaction payment is successfully with the following condition:
- VA number already expired.
- Use the VA number that already paid and re-paid.
- VA number for payment already cancelled
How is the Refund process after Settlement on NICEPAY?
For the Merchant Facilitator type, where Merchant account legally connects directly to the Bank and receive Settlement fund straight from Bank, then if there are any refund, it is commonly deducted automatically from the Bank side.
However, for the Merchant Aggregator type, where Merchant ID registered through NICEPAY, then the NICEPAY team will send a notification to proceed with the fund deduction to the Merchant according to the agreement agreed by both parties.
If the total refund billing over the total fund to be settled, the the refund billing will be continued into the nearest Settlement cycle later. So there will be no Settlement fund received by Merchant until that total refund billing paid off.
Payment Method | Refund Process |
|---|---|
Credit Card, Direct Debit, E-Wallet, Paylater and QRIS | The initiation of refunds proceed by the Merchant through Merchant Back Office owned by NICEPAY or using the available API Cancel. Refund will be processed by the related instance such as Bank or Partner so the refund will be receive directly by the Merchant's Customer. |
Virtual Account and Convenience Store | No Refund process |
How long money will return to the Customer after I proceed the refund?
There is a difference in the time needed to refund money to Customers after the Refund process proceed. The Refund time during the Refund process depends on the payment method chosen during the transaction.
Payment Method | Refund Time Range |
|---|---|
Credit Card | 7-14 workdays |
Direct Debit, E-Wallet and QRIS | 1-3 workdays |
Paylater | 14-30 workdays |
Virtual Account and Convenience Store | No Refund process |
When was the Refund transferred to the Merchant?
It will send together with the Settlement fund. Please check the question regarding the transaction detail check for the Settlement fund that was received on the day by NICEPAY.
Is there a fee that must pay on the Refund transaction or Chargeback?
No, there isn't. NICEPAY isn't charged an additional fee on Refund transactions.
Safety & Fraud Prevention
Is using the NICEPAY payment service safe?
NICEPAY is one of the payment services with standard security and an up-to-date Fraud prevention system. We also implemented some detection techniques for Fraud transaction prevention supported by FDS (Fraud Detection System) and the Risk Management team to ensure the security and convenience of transactions through NICEPAY.
To what extent does NICEPAY maintain the security of Customer information?
As the payment service provider, NICEPAY owns data information security certification PCI DSS (Payment Card Industry - Data Security Standard) level 1, which is the highest level of data information security standard for Customers, cardholders of Credit Cards, ATMs, Debit, even e-money. This certificate proves that NICEPAY commits and complies with the standard security of the card processing ecosystem and includes the devices in it.
I experienced a Fraudulent act from someone through a transaction using NICEPAY, how do I report this?
- Transaction data (name, email, location address, total transaction, telephone number).
- Proof of transaction (payment receipt, invoice, etc).
- Fraud chronology.
- Reporting of complaints to the Bank or related instances.
- Police reporting.
What if a Merchant finds or receives a Fraud report?
Here are the useful steps Merchant can do:
- Confirm to analyze the transaction thoroughly from user information, user character, type of purchase item, type of the used payment, transaction history, and many others.
- If there is a possibility to the Fraudulent transaction, block the user account as soon as possible to prevent a repeat transaction. If there still can hold the item sending process to the destination address.
- Input information into the blacklist, such as: User Name, Email ID, Credit Card Number, Device ID, and many others.
- For security purpose, don't give confidential information to outsiders without any written order. Example: Police reporting or authorized instances.
- Prepare with technical and non-technical improvements also close the gaps that fraudsters could exploit as crime targets.
- Always open to cooperates with related instances, for example Payment Gateway (NICEPAY), Bank, regulator, and many others, enable the information exchange regarding the recent fraudulent acts that generally occur in the same industry.
What should be done if there is a disclaimer from the Customer or the Bank (Dispute)?
Dispute is the common thing happen in online transactions using Credit Card. It happens because online transactions are done without physical verification activity to view the authenticity of the Credit Card. So, the Bank allows a mediation process between the cardholder and the Merchant to prove whether both sides have trading activities properly. Therefore, if Merchant receives a dispute report, here is the following steps need to be done:
- Give complete detailed transaction information, for example, user information, home address, billing address, delivery details, invoice, etc.
- If needed, you might send the picture to strengthen the document.
- Enclose TNC, disclaimer, or Merchant terms to the Customer.
- Proof that the Merchant already used the additional security protection such as 3Ds facility, OTP (One Time Password), and many others.
What happens if the disclaimer becomes a Chargeback, and what costs will be carried?
Chargeback happens if the Principal where Visa or Mastercard state all document given by Merchant can't support the dispute done by the cardholder.
If there is a Chargeback, the Merchant must pay or return a transaction amount disclaiming to the Credit Card holder. However, in this case, there is no additional fee charged by NICEPAY to the Merchant.
Payment Link
How to create Payment Link?
Please visit Payment Link page to know further information about Payment Link.