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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 ("Pay in 3x", "Pay in 4x", "Pay in 10x"). 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.

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

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.

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 to arrange a demo.

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, no worries we can provide you with a customized 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 (Pay in 3x, Pay in 4x or Pay in 10x)?

Yes, you are free to choose the payment plan options you want to offer. At the on-boarding, you will be asked to provide your initial preference. If you want to change, please contact merchantsupport@heidipay.com.

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 payment plans are always interest-free and with no fees to provide maximum transparency and visibility to your customers.

If you wish to do so, you are authorised to apply a surcharge to your customers at checkout for the Pay in 3x and Pay in 4x products. You are not authorised to apply a surcharge for the Pay in 10x. 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 payment plans are available for viewing and in download format in your merchant 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?

Log into your HeidiPay Merchant Portal, go to the "Payment plans" section and click on the refund button displayed next to a payment plan. If you have an integration by API through your ERP, you can initiate a refund directly from your own system. The HeidiPay platform will do the rest from there and a confirmation email will be sent to you customer once completed. You will be able to track the progress of any request in the payment plan section.

To log a dispute, please send an email quoting the Payment Plan reference number to resolutions@heidipay.com.

How do I get support?

Please visit our Help Centre to get in touch with us or send a request to merchantsupport@heidipay.com. For urgent inquiries, please contact your account manager at the phone number provided to you during the on-boarding.

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

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

What if I forgot my password to my Merchant Portal?

  1. Click on "Log in" at the top of 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, you can do that in the “User settings” section in your Merchant Portal.

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