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Our FAQ Frequesntly Asked Questions

Questions
Online Merchant Accounts
  1. How easy is it to sign up for a Merchant Account
  2. Am I eligible for an Internet Merchant Account?
  3. What are the benefits of your Merchant Account ?
  4. How easy is it to integrate the store front and merchant account system ?
  5. Can I have more than one store connected to a single Merchant Account ?
  6. Can any one in any country use this service and have a merchant account ?
  7. What are the costs ?
  8. Which Credit Cards Can I Accept?
  9. I Have My Own Online Merchant Account ?
  10. Why don't I get my own Merchant Account ?
  11. How Does The Multi-Currency Work ?
  12. What Is The Settlement Currency?
  13. I Am A Sole Trader - Can I Still Apply
  14. Is There A Minimum Transaction Charge
  15. I Am A New Business Or Have No Trading History, Can I Still Apply?
  16. Can I Use My Own Store? - How Does The System Work?
  17. Can I Use My Account For Subscriptions Or To Take Regular Monthly Payments
  18. Do You Have Special Rates for Charities?
SymShop
  1. What is the server information to point my domain ?
  2. What is the diffrence between SymShopSUB and SymShopDOM ?
  3. What will my store look like?
WebSite Problems
  1. My website doesn't seem to be working! What should I do ?
Manual Payments - PDQ style
  1. Can I Process Manual Payments


Answers
Online Merchant Accounts
  1. How easy is it to sign up for a Merchant Account


    To Sign up for your Merchant Account is easy. Just Click Here and fill out the online form. If you are accepted online you will be asked to pay your first years charge, once your payment has been accepted you can download the documentation, complete it and send it back. Once all the documentation has been received back from you it takes about 48 hours to give you your account.

    To apply for an e-commerce merchant account click below.
    Merchant Application


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  2. Am I eligible for an Internet Merchant Account?
    As long as you are not trading pornography or operating some form of gambling site, the only criteria you need to meet is that you can provide a positive balance sheet for your company. The likelihood is you will be trading within two weeks via your store and online Merchant Account.

    Whether you are an entrepreneur or part of a major plc makes little difference to this process of acceptance. We have the easiest route to trading in the market place today.
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  3. What are the benefits of your Merchant Account ?


    The benefits of the solution are far reaching, however, here are some key highlights:

    • Support for multi-currency trading (over 130 currencies on your store, 3 included for free).
    • Support for global deployment - you choose from 22 settlement currency options.
    • Trading revenues are paid into your normal operating bank account.
    • Extensive online Merchant (and Customer) order management system.


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  4. How easy is it to integrate the store front and merchant account system ?
    Symshop and SymCart stores automatically connect to your Merchant Account. As soon as your merchant account is authorised all you do is enter your new merchant ID into the store.
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  5. Can I have more than one store connected to a single Merchant Account ?
    You can have as many stores as you wish connected to your merchant accounts. This enables you to have stores advertising in different languages and currency options. E.G. one store may be in English and have prices in US$ or GB£ another store may be in French and have prices in Euro's.
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  6. Can any one in any country use this service and have a merchant account ?
    Yes- you can use our service no matter where you live or what country your business is in. Your funds will still be transferred to your own Bank Account in whatever country your Bank is based.
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  7. What are the costs ?

     

    Processing charges
    Setup Fee* £200
    Monthly fee £30
    first 3 month free value **SAVING ** -£90
    Additional charge per currency £50
    Service charges per transaction**
    Credit Cards 4.5%
    Debit Cards 50p
    Remittance Charges***
    Remittance in GBP to UK bank accounts 35p
    Remittance in any other currency to UK or non-UK bank accounts £2.50

    * £100 non refundable

    ** This is the ONLY fee charged, there are no additional charges payable to banks or other third party organisations.

    *** This charge is incurred by WorldPay when remitting funds into your bank account. With WorldDirect you will normally receive weekly remittances 4 weeks in arrears. The minimum remittance amount is £10 for sterling or the equivalent of £100 in the case of other currencies. You may arrange for periodical remittance for amounts greater than the above. The charge is per remittance (NOT transaction) and does not include intermediary or receiving bank charges (if any) that may be levied. Remittance charges depend upon the charges made by the relevant banks and may be changed without notice.


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  8. Which Credit Cards Can I Accept?
    You can instantly accept Visa, MasterCard, JCB, EuroCard, Solo, Switch and if you require American Express this is available but will require an application to be made to Amex.
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  9. I Have My Own Online Merchant Account ?
    If you have your own online merchant account you can still use our services. However the Multi-Currency option is only available with a NatWest Merchant Account. If you have your own account we only charge 2.25% for the online clearing. Payment terms will then be as per your own agreement.
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  10. Why don't I get my own Merchant Account ?
    There is no reason whatsoever. If you are an established company a Bank will usually issue you an Internet Merchant Account within about 2-6 Months transaction fee's vary from Bank to Bank, the average seems to be between 3.5 - 4%. You will then need someone to handle the online transaction, which we can do at a charge of 2.25%. With Symbiant the transaction cost is 4.5% which includes NatWest's Merchant Fee.
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  11. How Does The Multi-Currency Work ?
    Let us say your store is advertising goods in US$ and someone in say the UK wishes to purchase from you. They can choose to pay in GB£, the payment URL automatically changes the price to the customers selected currency and that is the fee they are debited, their card statement will be debited in GB£ and not US$. However you are still paid your asking price in US$, this way everyone knows exactly what the transaction will be, there are no surprises.

    Take our Demo Store for a test run and try it our for yourself. Click Here
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  12. What Is The Settlement Currency?
    You choose a currency in which you wish to be paid by us. If for instance you choose Euro's as your settlement currency, even if you sell goods in US$, GB£ or a mix of selected currencies you will be paid in Euro's when the funds are transferred to your bank account. When you apply for your account you choose which currency to be settled in.
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  13. I Am A Sole Trader - Can I Still Apply
    Yes, sole traders and partnerships can use our merchant services even if you are a brand new venture without any trading history
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  14. Is There A Minimum Transaction Charge
    No, unless the transaction is by a debit card which has a fixed charge of 0.50p the charge is 4.5% however small the sale is. However the smallest transaction is 0.50p, you can not clear an amount less than this.
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  15. I Am A New Business Or Have No Trading History, Can I Still Apply?
    Yes, you do not need to have a trading history to use our service. A large percentage of our customers are new start-ups or businesses less than 12 months old.
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  16. Can I Use My Own Store? - How Does The System Work?
    You can use just about any shopping system you like. Or you can create your own with SymCart or SymShop which are both free and give you a fully integrated solution that require no technical abilities to use. How It Works - When a customer visits your site and buys goods or services, your shopping system will transfer that information to our Secure Payment Server, this is where the customer enters their card details, the payment is then processed in real time and the customer is notified instantly if the payment has been accepted or declined, the payment server then sends back the information to your shopping system. You can use our demo store to see the process working.
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  17. Can I Use My Account For Subscriptions Or To Take Regular Monthly Payments
    Yes, our merchant accounts can automatically debit your customers credit cards at set regular intervals (e.g. Monthly, weekly, yearly) and take a set amount of payments (e.g. 12, 52) so you could debit a card every month 12 times which would be the same as a 12 month subscription.
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  18. Do You Have Special Rates for Charities?

    Yes, below are our rates for registered charities

    Processing charges
    Setup Fee* £75
    Additional charge per currency £50

    WorldDirect Transaction Charges

     
    Service charges per transaction**
    Single Currency Processing (sterling to sterling) 2.75%
    Multi Currency Processing (includes 3 free currencies) 3.25%
    Debit Cards 50p
    Remittance Charges***
    Remittance in GBP to UK bank accounts 35p
    Remittance in any other currency to UK or non-UK bank accounts £2.50

    * £50 non refundable

    ** This is the ONLY fee charged, there are no additional charges payable to banks or other third party organisations.

    *** This charge is incurred by WorldPay when remitting funds into your bank account. With WorldDirect you will normally receive weekly remittances 4 weeks in arrears. The minimum remittance amount is £10 for sterling or the equivalent of £100 in the case of other currencies. You may arrange for periodical remittance for amounts greater than the above. The charge is per remittance (NOT transaction) and does not include intermediary or receiving bank charges (if any) that may be levied. Remittance charges depend upon the charges made by the relevant banks and may be changed without notice.


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SymShop
  1. What is the server information to point my domain ?

    Name Server 1.

    NS1.SYMSHOP.COM IP 213.170.132.50

    Name Server 2.

    NS1.SYMBIANT-WORLDPAY.COM IP 64.40.111.221


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  2. What is the diffrence between SymShopSUB and SymShopDOM ?

    SymShopSUB uses a subdomain of symshop.com e.g. (www.demo.symshop.com) but instead of "demo" it would be "yourname". Because there is no need for a new domain to populate over the internet this option is also instant. Our server sets new sites up every 10 minutes so you can use your new website within a few minutes of choosing a name.

    SymShopDOM uses your own choice of domain name. e.g. (www.yourname.com or www.yourname.co.uk) however although the site will be set up instantly you will not be able to access it until the domain is pointing to our servers and populated the internet. If you do not currently own a domain name you can use our Whois to see if your selection is first of all available and if it is purchase it from our store. If you already own the domain name you just need to point it to our servers.

    Name Server 1. NS1.SYMSHOP.COM IP 213.170.132.50

    Name Server 2. NS1.SYMBIANT-WORLDPAY.COM IP 64.40.111.221


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  3. What will my store look like?
    That's really up to you, if you want to look at an example Click Here. Your store is totally configurable to suit your requirements. You can have categories I.E. Jumpers, T-shirts, Special Offers, Reduced To Clear, anything. You can then have pictures so people can see the product. If someone is looking for a product the can use search. So if you sold computer games they could type in the name of the game they were looking for.
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WebSite Problems
  1. My website doesn't seem to be working! What should I do ?
    There are several factors that you might consider before making a call to us which help to establish exactly where the problem lies:

    First of all if this is a new site you must give it time to populate the internet. For a brand new domain this can take up to 48 hours, for a symshop.com domain it usually takes about 10 minutes.

    1. Check another site: Yahoo! is a good bet - an extremely reliable site - if Yahoo! is down, the Internet is usually down!

    2. If you have another dial-up account or Internet connection, try it - your ISP could be experiencing a problem. This could be a technical issue, or it could be the time of day... If you have an account with a very popular ISP, peak usage times sometimes result in a slow down or disruption in service (when offices open in the morning, and when children get home from school).

    3. To check whether your site is responding, try "pinging" it: open the Start menu, move to programs, and open an MS-DOS Prompt. Type in:

    ping www.yourdomain.com and press enter.

    4. Again, within an MS-DOS Prompt window, try a "trace route" command for your domain. Type in:

    tracert www.yourdomain.com and press enter.

    You should be able to follow the route all the way to your site - if there is a "missing link" (signified by the response "timed out") you'll be able to see it here.

    5. Reboot your PC - if the system has been running for a while, the chances are that this is the problem (especially if you are running Windows).

    If all of the above checks fail, please contact us so that we can resolve the problem. Having been through these initial checks, you'll be in a great position to help us to diagnose the fault!


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Manual Payments - PDQ style
  1. Can I Process Manual Payments

    Yes, when you register at SymCart you can use the Virtual Terminal which will process orders through your merchant account. To read more about the Virtual Terminal please Click Here


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