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Merchant FAQ

Getting Started

What is HeidiPay?

HeidiPay is a simple card-based solution enabling you to grow your sales and attract new customers with interest-free monthly payment plans. Your customers have the flexibility to pay over time, and you get paid in full by HeidiPay which takes the credit and fraud risk.

How does HeidiPay work?

Once setup, the HeidiPay solution enables you to promote interest-free payment plans on your webshop and instore. You can now display your purchase price in total value and price per month (for example CHF 600.- Total | CH 60.- Per Month). It’s always interest-free and with no fees, providing maximum transparency to your customers.

For online shopping, your customers simply need to select HeidiPay as payment option at checkout and are then redirected to HeidiPay's checkout. In store, your sales assistant can instantly create a payment plan from a tablet, mobile phone or computer and HeidiPay will send a link by SMS to your customers allowing them to complete the checkout on their mobile.

The payment process is simple and convenient. Your customers only need a valid debit or credit card (no app or registration required).

We approve your customers’ requests instantly and take all the credit and fraud risk. You will receive the full amount upfront, with a weekly settlement directly paid into your bank account and we will automatically collect future payments on your customers’ card. 

How can I start selling with HeidiPay?

Starting with HeidiPay is easy, free of charge and with no minimum commitment. Just fill our contact form and we will get back to you as soon as possible.

The on-boarding process is quick and simple. You can install HeidiPay on your webshop in minutes without the support of a technician thanks to our pre-integration modules available for most e-commerce platforms. If we don't have a pre-integration module for your platform yet, we can provide you with a customised integration at no costs. The technical integration for instore is also effortless, as any sales assistant can start offering HeidiPay payment plans from any device (phone, tablet, etc) with no need to install a software or special POS.

Selling with HeidiPay

Can I choose between different payment plan options?

Yes, you are free to choose the payment plan options you want to offer.

For e-commerce sales, you can opt for different payment plan options based on various purchase price ranges. For example, offer Pay in 3x for basket sizes of CHF 100-200.-, Pay in 4x for CHF 200-500.- and Pay in 10x for purchases above CHF 500.-. HeidiPay will automatically filter the chosen option based on the basket value.

For instore or phone sales, your sales assistant can select amongst a list of payment plan options if they have been enabled.

When and how do I get paid for my sales?

HeidiPay pays you the full amount of the sales from the previous 7 days through a weekly settlement into your bank account. Refunds are automatically deducted from settlements.

How are applicants selected?

Customers are automatically filtered with high-tech anti-fraud and credit decisioning solutions integrated into the HeidiPay platform. This enables an instant approval for your customers while conducting a verification in the background.

Can I charge interest or fees to my customers?

HeidiPay never charges interest or fees to your customers.

If you wish, you can charge an administration fee to your customers to cover the transaction fee paid to HeidiPay, but only for payment plans "Pay in 3x" and "Pay in 4x". It is forbidden under the Swiss Consumer Credit Law (LCC/KGG) for you to charge any fee to your customers for payment plans with a longer duration (Pay in 5x - Pay in 24x). Please refer to your merchant agreement for more details. 

Order management, Merchant portal & Support

How can I monitor my transactions with HeidiPay?

All details in relation to your orders are available in the "Orders" section in your HeidiPay portal.

You will also receive a weekly statement by email with the settlement amount and underlying transactions for an easy reconciliation.

Where can I manage my orders, including initiating a refund or a dispute?

In the "Orders" section in your HeidiPay portal you are able to manage your orders. 

To initiate a refund, click on a specific order and click on "Refund". If you have an integration by API through your ERP, you can initiate a refund directly from your own system. HeidiPay will then issue the refund and send a confirmation email to the customer. You will be able to track the progress of any request in the "Orders" section.

To file a dispute, please send an email to resolutions@heidipay.com quoting the Payment Plan ID.

How do I get support?

Please visit our Help Center to get in touch with us or send a request to merchantsupport@heidipay.com.

How do I receive my login credentials for the merchant portal?

When you sign up with HeidiPay you will receive your username and password by email. If you haven’t received your credentials, please contact us here.

What if I forgot my password to my Merchant Portal?

  1. Click on "Login" on the HeidiPay website
  2. Click on “Forgot password”?
  3. Enter your email address and we will send you a link to reset your password
  4. Click on “Reset password” in the email we’ve sent you
  5. Enter the new password

If you know your password but want to change it, go to the "Account settings" section in the portal.

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