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How it works
Processing Ratepay orders with Shopify via wallee

Checkout

When a shopper selected Ratepay's payment method, we do several velocity and fraud checks. Based on their results we accept or decline the transaction. There is no status like PENDING. In case of SUCCESS, you can start fulfilling the purchase order immediately.

Shipping and invoicing

capture
To capture an order open the order and click on Capture payment button in Shopify.
We can generate the invoice on behalf of you whenever we get a capture call.
Partial delivery are not possible with wallee! If the amount is changed within Shopify's capture dialog box, wallee modifies the order on Ratepay side and no further capture call is possible.
Do not capture immediately, as this may resume in dunning letters due to long delivery periods.
If you like to print the invoice on your own, please check the legal requirements at https://ratepay.gitbook.io/legal/merchants/invoices
We use your logo when communicating with your customers like on invoices and payment confirmations. Please send it to your Ratepay representative. It should be as follows:
  • Size: 1012 x 259 pixels
  • Resolution: 300 dpi
  • Formats: .ai, .svg, .png

Contact details

For the best customer experience, we provide several contact details to the shoppers at the bottom of each correspondence.

Questions about payment

  • Ratepay's e-mail address
  • Ratepay's phone number (incl. service hours and charges which may apply)
  • Link to the Ratepay self-service portal orca.ratepay.com

Questions regarding the order

  • Your service e-mail address
  • Your phone number (incl. service hours and charges which may apply)

Payment terms

If the shopper chose to pay by

Open Invoice

they will have 14 days to complete the payment.

SEPA Direct Debit

the order amount will be debited to their bank account 3 days following capture.

Dunning stroke

Day (Open Invoice)
Day (SEPA Direct Debit)
Day (Installment)
Event
Dunning stroke
0
0
0
capture
14
3
14
Due Date
0
21
10
21
Payment reminder via e-mail
+7 days
35
24
35
1st dunning letter via e-mail
+14 days
49
38
49
2nd dunning letter via snail mail
+14 days
58
47
65
debt collection
+9 days
(+16 days
in case of Installment

Customer Service requests

cancellation
For a full cancellation open the order and choose more options to find the cancellation button in Shopify: (orders → your order → more actions → cancel order → confirm the cancellation)
Partial cancellations are not possible with Shopify therefore the goods have to shipped and than returned.
refund
Refunds are possible after a capture event. To set a refund open the order in Shopify and click on refund. Now type in your refund amount in the field refund amount and confirm.
return
Returns are possible after a capture event. To return articles of an order open the order in Shopify and click on refund. Than select your articles you want to return and confirm.
On orca.ratepay.com merchants can trigger cancellations, refunds and other more individual actions.
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On this page
Checkout
Shipping and invoicing
Merchant logo
Contact details
Payment terms
Dunning stroke
Customer Service requests