Merchant Support

For all the payments made by your customers, PayGlocal sends the payments collected to your bank account. PayGlocal collects this bank account details from you and verifies using certain processes. These account details are then attached to your merchant profile at PayGlocal to automatically settle the funds as per the settlement cycle agreed with you in our contract. Please note that the funds are settled after you capture the payment and refunds are adjusted from the settlement cycle.

If you are a PCI-DSS compliant entity, with validity of your certification not expired, you can accept credit card information on your website. If you are not a PCI-DSS certified entity, then you cannot do that.PayGlocal is a fully PCI-DSS compliant organization and offers a payments product including collection of card data on our platform to process payments.

Yes, you can apply for early settlement on international payments at an additional charge. You can send a email to support@payglocal.in.

The turn-around-time for KYC review is 3-5 working days from the date when KYC documents were submitted to PayGlocal. Also, activation of an account is subject to approval from our banking partners (Working days do not include Saturdays, Sundays and bank holidays). Our team will update you on the status of your account, once we get a revert from our bank.
In case of no resolution with 5-7 working days, Merchants can contact PayGlocal for resolution on the same based on the redressal process outlined in this policy. Please reach out to us if it takes longer than this. You can send a email to support@payglocal.in.

You can raise a request to us by sending a mail to support@payglocal.in with the new bank account details along with submission of bank statement/ cancelled cheque. You should always raise this request using an email ID registered with us for a user associated with that Merchant ID. Once the request is placed, the beneficiary details will be validated and updated within 2 working day.

For any support required on integration, you can reach out to us at support@payglocal.in.

Settlement is the payout you receive for the money paid by your end users for a particular product/service. There are a number of entities involved in the settlement process. The complete process takes a time of T+2* business days; T being the date of capture of payment.
* Settlement cycle is subject to bank approval and can vary based on your business vertical, risk factor etc. Each settlement generated has a unique settlement ID attached to it along with the amount settled.

Each settlement has a Unique Transaction Reference (UTR) number, which is provided by our banking partners. You can see this number in the settlement section when you click on a particular settlement ID and when you download Settlement Reports from the Reports section. This is a unique reference number available across banks, which can be used to track a specific settlement in your bank account.

If you have received a mail from our team, please revert to the mail with the necessary details. If not, please contact PayGlocal for resolution of the same based on the redressal process outlined in this policy. Please write to us from registered email id along with MID and transaction details for which our team will get back to you or you can send a email to support@payglocal.in with details of MID and transaction details.

PayGlocal supports refunds processing via APIs. You can initiate refunds that can be of partial or full amount of the original payment amount.

We do not charge you for refunds.

If your current balance is less than the amount you are trying to refund, you can either initiate the refund once you receive further payments or you can send us a request based on the redressal process outlined.
Please write to us from registered email id along with MID and transaction details for which our team will get back to you or you can reach out to us at support@payglocal.in.

A payment is said to be in the failed state when we do not receive a successful call back message on the transaction from the issuing bank. If the customer’s account is debited and we do not receive a successful call back, the amount will be auto-refunded by the customer’s issuing bank in 5-7 working days. In case of a failed payment, we verify the status with the bank at regular intervals. If there is a change in status, the payment moves to authorized and a notification is sent to you and the customer.
You may choose to do one of the following:

1. Provide services
   You may capture the payment and provide the service/good that was promised earlier to the customer.
2. Refund the transaction
   Since you would not be in a position to provide service to the customer at the agreed terms (could be the time of delivery, cost of purchase, inventory issues, etc), you may have to refund the payment to the customer.

Chargeback is a dispute against a particular transaction raised by the cardholder (end-user), and reported to their card issuing bank. A chargeback is a provision by banks and card networks such as Visa, MasterCard and other card providers to protect buyers from unauthorized/ fraudulent transaction or any product/ service-related issues. Once the cardholder files a complaint, the bank reports the same to and initiates an investigative procedure.

GST is charged on a per transaction level. For domestic card transactions of amount <= INR 2000, GST is not applicable. Hence, if you calculate 18% of total fees of all transactions, the sum won't add up. Instead, you can refer to the monthly invoice from the Reports section of your dashboard.