DecoPay FAQs

DecoPay is DecoNetwork’s integrated payment processing solution (powered by Stripe) designed to streamline online payments and payouts. This FAQ answers common questions about setup, supported payment methods, fees, payouts, tax forms, and how disputes/chargebacks affect your balance and payouts.

In this article

• Prerequisites
• Why use DecoPay
• FAQs
• Disputes & chargebacks: timeline and examples
• Additional Resources

Prerequisites

Why use DecoPay

DecoPay provides an integrated checkout and payout experience inside DecoNetwork, helping you reduce external payment tool complexity and keep payment operations centralized.

• Simpler operations: manage payment methods, payouts, and disputes in one place.
• Flexible checkout: support cards and popular wallets (availability varies by region).
• Faster reconciliation: view payment status and payout details tied to DecoNetwork activity.

FAQs

What is DecoPay?

DecoPay is a built-in payment gateway solution within DecoNetwork, enabling you to process payments directly from your DecoNetwork store. It supports a variety of payment methods, including credit cards and digital wallets, providing a seamless checkout experience for your customers.

Is DecoPay secure?

Yes. DecoPay is powered by Stripe, which uses industry-standard encryption and complies with security protocols such as PCI DSS (Payment Card Industry Data Security Standard). This helps ensure customer payment information is processed and stored securely.

Can I pass on payment processing fees to customers?

Yes. DecoPay supports surcharging, which passes the cost of payment processing fees onto customers at checkout (where allowed). When enabled, applicable fees are added to the customer’s total so you don’t need to absorb those costs.

What payment methods are supported by DecoPay?

DecoPay supports a wide range of payment methods, including:

• Major credit and debit cards (Visa, MasterCard, American Express, etc.)
• Bank Transfer
• Installment payment options (such as Afterpay and Klarna)
• Digital wallets (Apple Pay, Google Pay)
• Other region-specific payment options (depending on your location and business settings)

Are there fees associated with using DecoPay?

DecoPay is free to use. However, transaction fees are the standard Stripe fees, which depend on the payment method and your location. You can find the detailed fee structure on the Pricing and Limits page of the selected payment method in your DecoPay Admin panel during setup.

Can I connect my existing Stripe account to DecoPay?

DecoPay requires a new Stripe account. Linking an existing Stripe account to DecoPay is not supported. You’ll need to set up a separate DecoPay-specific Stripe account through the DecoNetwork Admin panel.

What should I do if DecoPay transactions fail?

If a transaction fails, you can view the reason in Business Hub under the order’s payment details. Common reasons include:

• Insufficient funds: contact the customer and ask them to try another method or fund their account before trying again.
• Incorrect payment information: ask the customer to re-enter details carefully.
• Payment provider issues: retrying after a short period can resolve temporary network/payment gateway disruptions.

How do payouts work in DecoPay?

Payouts are the transfer of funds collected from customer transactions to your designated bank account. Payouts in DecoPay are automatic.

• There is a 7 to 14 day delay for your first payout (risk mitigation).
• Subsequent payouts typically take 1 to 2 business days to reach your account (varies by location).

You can view payout details in the DecoPay Admin panel:

1. Go to Admin → Settings → Payment Methods
2. Click Configure DecoPay
3. Click View Payouts

Here, you can see which transactions are included in each payout and the payout schedule.

How are disputes or chargebacks handled in DecoPay?

Disputes (chargebacks) are handled through Stripe (via DecoPay). When a customer disputes a charge, you’ll be able to review and respond using the DecoPay disputes experience, including submitting evidence. You’ll also see status updates as the dispute progresses.

Can DecoPay accept other currencies?

Yes. DecoPay can accept payments in multiple currencies. If you add bank accounts for different currencies, payments can be settled in the respective currency without conversion. If you don’t have a bank account for a currency, payments are converted to your default settlement currency before deposit.

Where is my 1099 tax form?

Your tax form can be found in the Tax Forms tab of your Stripe Dashboard within DecoPay. Refer to the article "How do I access my 1099 tax form? for step-by-step instructions.

If you can’t find your 1099, common reasons include:

• It hasn’t been filed yet: tax forms for the year are typically available by January 31. If you are checking before this date, it is typically because the form has not been filed yet. Once filed, you will receive an email notification informing you that your from is available in DecoPay's Stripe Express Dashboard.
• You’re below the filing threshold: eligibility depends on thresholds and taxpayer status. 1099 tax forms are only issued to individuals or business that have met the income threshold for that year and are based in the US or are a US taxpayer. If you have earned below the threshold in the previous year, you might not be eligible to receive the 1099 tax form. Check the IRS 1099 eligibility resources to see if you qualify.
• Account/email limitations: Ensure that your email address is correct and can receive notifications. Some Stripe Express scenarios (like very high account-sharing) aren’t supported. If your account is set up so multiple users are sharing the same account or the same email address is being used on more than 20 accounts, this is not supported in Stripe Express. If either of these instances is the case, reach out to support to update your information in order to access the dashboard.

Disputes & chargebacks: timeline and examples

Disputes are initiated by a customer’s bank/card provider. When a dispute is opened, Stripe typically places the funds “on hold” immediately while the dispute is reviewed. This can change what is available for your next DecoPay payout.

Visual timeline

• Day 0: Customer opens a dispute (chargeback).
• Day 0–1: Stripe deducts the disputed amount from your available balance (funds are held).
• Day 1–7: You submit evidence (if you’re contesting the dispute).
• Week 2–3 (typical): Dispute outcome is decided.
• Outcome:
  • If you win: disputed amount is returned to your balance and becomes available in a future payout.
  • If you lose: the deduction becomes permanent (and any dispute fee is retained).

When is the disputed amount deducted?

The disputed amount is typically deducted immediately when the dispute is opened, not when the dispute is resolved. Think of it as the funds being placed “in escrow” during review.

Where does the money come from when a dispute is opened?

Stripe typically recovers the disputed amount in this order:

1. From your Stripe balance
2. From your next available DecoPay payout
3. From your linked bank account (if the balance is insufficient)

Are there dispute fees?

DecoPay does not add an extra dispute fee. However, Stripe may charge a dispute fee (commonly around $15 USD, varies by country). Stripe often refunds this fee if you win, and retains it if you lose.

Example scenarios

Example 1: Dispute is smaller than the next payout

• Jan 1: Customer disputes $200.
• Jan 2: Your next scheduled payout would have been $500.
• Result: The payout is reduced by the dispute amount.
  Payout received: $300

Example 2: Dispute is larger than the next payout

• Jan 1: Customer disputes $200.
• Jan 2: Your next scheduled payout would have been $100.
• Result: The payout is reduced to $0, and the remaining dispute amount is recovered from a future payout/balance.
  Payout received: $0
  Remaining to recover: $100 (deducted from the next available payout/balance)

What happens if I win or lose the dispute?

• If you win: the disputed amount is returned to your balance and will be reflected in a future payout.
• If you lose: the disputed amount is not returned (the deduction becomes permanent).

What should I submit to fight a dispute?

Common evidence includes:

• Receipts or invoices
• Proof of delivery
• Customer communications/approvals
• Your refund/cancellation policy
• Terms of service accepted by the customer

Additional Resources

• Managing Disputes in DecoPay
• How to Enable Surcharges for Customers in DecoPay
• How to access the Stripe portal from the DecoPay Admin panel
• How to Add Extra Bank Accounts for Settlements and Payouts in Additional Currencies in DecoPay
• How to Enable Different Payment Methods in DecoNetwork's DecoPay