DecoPay FAQs

DecoPay is DecoNetwork’s integrated payment processing solution designed to streamline transactions for your eCommerce business. Below are frequently asked questions to help you better understand and manage DecoPay in your DecoNetwork store.

1. 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.

2. Is DecoPay secure?

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

3. Can I pass on payment processing fees to customers?

Yes, DecoPay allows you to enable surcharging, which passes the cost of payment processing fees onto your customers. By activating this feature, the fees associated with certain payment methods will be added to the customer's total at checkout. This way, you don’t have to absorb these costs.

4. 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)

5. Are there fees associated with using DecoPay?

DecoPay is free to use. However, the fees charged per transaction 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 when setting up DecoPay.

6. Is there a way to connect our current Stripe account for DecoPay?

DecoPay requires a new Stripe account. At the moment, linking your existing Stripe account to DecoPay is not supported. You will need to set up a separate DecoPay-specific Stripe account through the DecoNetwork Admin panel when configuring DecoPay.

7. What should I do if DecoPay transactions fail?

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

• Insufficient funds in the customer’s account: You can reach out to the customer to inform them of the issue and suggest they try a different payment method or fund their account before attempting the transaction again.
• Incorrect payment information: You can ask the customer to double-check and re-enter their payment information to ensure it is correct.
• Payment provider issues: In some cases, simply retrying the transaction after a short period can resolve temporary issues related to network or payment gateway disruptions.

If the issue persists, contact DecoNetwork support for assistance.

8. 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. This delay is to mitigate any risks. Subsequent payouts will typically take 1 to 2 business days to reach your account depending on your business location. You can view details about your payouts in the DecoPay Payouts Admin panel:

1. Go to Admin > Settings > Payment Methods
2. Click on the Configure DecoPay button
3. Click on the View Payouts link

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

9. How are disputes or chargebacks handled in DecoPay?

If a customer disputes a charge, DecoPay will notify you via the DecoPay View Disputes Admin panel. You can then provide any necessary evidence to contest the dispute through DecoPay's integrated chargeback management system. DecoPay handles communication with the customer’s payment provider and updates you on the outcome.

10. Can DecoPay accept other currencies?

Yes, DecoPay can accept payments in multiple currencies. When using DecoPay (powered by Stripe), you have the option to accept payments from international customers in their local currencies. If you add bank accounts for different currencies, payments will be settled in the respective currency without conversion. If you don't have a specific bank account for a currency, payments will automatically be converted to your default settlement currency before being deposited into your account.

11. Where is my 1099 tax form?

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

If you're unable to find your 1099 tax form, there are a few possible reasons:

1. Your form hasn't been filed yet: Your 1099 tax form for the year should be made available to you by January 31st. 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.
2. You earned below the threshold for your form type: 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.
3. Incorrect information or unsupported account type: Ensure that your email address is correct and can receive notifications. 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.