FAQs

Payment Processing FAQ

  1. What do the terms Merchant and Consumer mean?
  2. Who installs CCBill's system on my server?
  3. How long does it take to have CCBill's service up and running?
  4. How will I know that my site is ready to use?
  5. What are Security Deposits and how do they work?
  6. What is my Security Deposit amount?
  7. Do you have an Affiliate program?
  8. How does CCBill protect the Webmaster from fraudulent consumers?
  9. How reliable is CCBill's hardware?
  10. How can I change my account information?
  11. When do I receive my payment?
  12. Can I set my own billing schedule?
  13. What can cause a delay of my payment?
1. What do the terms Merchant and Consumer mean?

CCBill refers to business owners as Merchants and the consumers of our Merchants as Consumers. This is done to reduce confusion, as we provide services to both Merchants and the people who purchase from their sites.

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2. Who installs CCBill's system on my server?

As part of our service, our experienced technicians will install CCBill's system onto your server for you, allowing you to access the data that we keep for your transactions and to quickly modify and customize your settings directly from our Admin Portal.

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3. How long does it take to have CCBill's service up and running?

The CCBill service can be up and running on your server in as little as 24 hours. Of course, some circumstances can affect the speed of the installation, which is why it is important for you to carefully follow all instructions in the Merchant signup process and ensure that you send the required documentation promptly, including your signed contract and identification.

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4. How will I know that my site is ready to use?

When we have completed your account setup we will send you a Welcome Email with your User Name, Password, and Account Number included.

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5. What are Security Deposits and how do they work?

CCBill requires a Security Deposit as a way of ensuring that we can pay for any refunds, returns, or chargebacks that may occur for transactions attributed to your account. Essentially we take a percentage of your transactions and place it in reserve for a pre-determined number of weeks, based on your pricing package. This reserve is only utilized in the event that the total amount of any refunds, returns, or chargebacks for a particular payment cycle exceeds the funds available in your account for that period.

As an example, let's say your first week’s transactions total $1000, and your second week’s transactions total $1250. If your holdback percentage is 5%, we will hold back $50 from your first check and $62.50 from your second check. Your payments continue in a similar fashion, but in your 10th week your transactions total $500 and your refunds total $525. Because we don’t have enough funds on hand to pay for the transactions, we would deduct the remaining $25 from the Security Deposit for your first week’s transactions to cover the refunds.

When your holdback timeframe expires you will receive a credit of $25 for the remainder of the first week’s security deposit, and the following week you would receive the security deposit credit of $62.50 for the second week’s holdback amount. Bear in mind that we will also continue to take out the same percentage for the rolling Security Deposit even though you have begun receiving refunds of previous deposits.

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6. What is my Security Deposit amount?

All transaction types carry a 5% Security Deposit. The most accurate Security Deposit Percentage information will be included in the Fees and Holdback Addendum or Schedule 2 of your CCBill Contract Package.

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7. Do you have an Affiliate program?

Yes, we do. CCBill's Affiliate Program allows Merchants to develop a relationship with Affiliates that rewards them for referring new transactions to the Merchant's site.

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8. How does CCBill protect the Webmaster from fraudulent consumers?

CCBill's Fraud Protection (Scrubbing, as it is known in the industry) is state of the art. We use a proactive method of risk analysis to determine the likelihood that the consumer entering the transaction information is in fact the account holder. Rather than just using a negative database (blocking the consumer when the transaction is rejected), we try to prevent the chargeback or return from happening in the first place.

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9. How reliable is CCBill's hardware?

CCBill utilizes a High-Availability System Architecture. We employ Clustered Application Servers as well as globally-divergent Satellite Processing Nodes. Each one of our application and database servers is monitored continuously to ensure proper operation, and when there is an issue with a server it can be removed from its cluster without affecting the cluster's overall responsibilities. Our Global Satellite Processing Nodes work similarly—if a node has too many failures it will take itself out of the Global Cluster and allow the other nodes to continue processing as normal.

CCBill also utilizes many types of backup solutions including a continuous data backup stream, an eight hour delayed backup, on-site daily archived backups, and regular off-site/offline backups. This backup strategy allows us to recover from virtually any issue we may encounter and backup integrity is regularly tested and verified.

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10. How can I change my account information?

For security reasons, changes to account information need a signature to be implemented. This allows us to verify that the signature on the request matches the signature on your original contract and identification on file.

We have many Account Change Forms available for many change situations. Please visit the Account Change Forms page for links to these forms.

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11. When do I receive my payment?

CCBill initiates delivery of funds to merchants and affiliates on a weekly basis, depending on the minimum payout threshold you set for your account. Payouts are based on a weekly billing cycle of Sunday through Saturday and are initiated for the funds from that period nine days after the close of the billing cycle, on the following Monday (unless Monday is a bank and/or Federal holiday in the US, in which case it will be sent the first available day after the holiday).

Receipt of funds depends on the delivery time associated with the type of delivery method chosen.

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12. Can I set my own billing schedule?

You can select a Break Amount which basically tells us when you want to receive a payment. You can either select a time or amount payout.

  • Time payouts mean that we will deliver your funds for a set period of time. You can specify the time-frame in the number of weeks you want us to wait before we issue a payment.
  • Money payouts indicate that the payment needs to be issued when your account balance has reached a certain dollar amount. The minimum and maximum payout amount varies for different payment methods.
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13. What can cause a delay of my payment?

Payments can be delayed for a variety of reasons, but most commonly are delayed because we have not received a signed contract from you or a copy of the required identification. Additionally, if an account has a hold on it or has recently changed its payment delivery options payments could be delayed as well. If you haven't received a payment that should have arrived already, please contact Merchant Support.

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