PbW Glossary
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KYC
Risk Awareness
100
The way the business name appears on the bank statements of the customers.
Soft Descriptor/Statement Descriptor
100
User's payout failed.
--Provide first 2 steps before TS--
Step 1. Check the payout date
Step 2. Confirm bank details
100
I am located in Chile. Can I connect Square to my Wix site?
No. Available providers able to connect in Chile:
- PayPal, MercadoPago, Transbank, Pagsmile
100
"I do not have my bank account info right now, but I want my site to go live now and start accepting payments. Can I do this?
Yes, you can start accepting payments now, but you will need to complete KYC steps before receiving your first payout.
100
"My account passed Risk verification, how soon will I receive my payout?"
Once payout is sent, it can take up to 3-5 business days to show in your bank account.
200
What does ARN mean, and what is it used for?
Acquirer Reference Number -
- ARN can be provided to the UoU to locate the refund with their bank.
200
UoU Has Not Received Refund
--Provide first 3 steps before TS--
Step 1. Identify the Transaction
Step 2. Check the Transaction Status
Step 3. Provide ARN
200
"I have a Certificate of Indian Status card, can this be approved for Wix Payments?" (Canada)
Yes.
Documents required for verification of personal detail:
- Passport
- Driving license
- Certificate of Indian Status card
- Permanent resident card
- Identity card
200
A test transaction is needed every time for an account to be approved by Wix. True or False?
False: Once the user submits their KYC and their account is verified, if the provider under the hood is Adyen, they need to receive their first transaction for the account to be active. Stripe does not require a test transaction.
200
I want to sell lotion that has CBD. What are my options for providers? (US)
Wix has partnered with third-party payment providers, Square, Bankful, Priority Payments and Evergreen Payments Northwest so you can securely accept payments for hemp and hemp-derived CBD products on your site.
300
Definition of MOTO transaction.
Mail Order/Telephone Order.
In a MOTO transaction, the shopper provides the Merchant with their order and payment details by regular mail (not email), fax, or telephone.
300
"I did a $1 test transaction a month ago. Where is my first payout?"
Payout amount must be $1 or more to trigger the payout. $1 transaction minus processing fees is not enough to trigger the payout.
300
"I have an HMRC and a business partner. What business type should I choose? (UK)"
Partnership
300
"I have my passport card, but it expired yesterday. Can I use this?"
No. Any ID needs to be valid and non-expired.
300
What does this mean: Account Closed - Over Our Risk Appetite?
The Underwriting team uses the phrase "Over our Risk Appetite" when we can not disclose the precise reason why the Wix Payment account was closed. It may not be a case of prohibited product or service, but actually that the User's business appears too risky to be accepted.
Therefore we will not be able to further discuss the reason for account closure to the User.
SR:
The decision to close your Wix Payment account comes from our acquirer and financial partners. They have not provided a reason beyond not being able to verify your account.
For more details, please refer to the Wix Payments Terms of Service, section 2.2.
400
What does BNPL mean?
Buy Now Pay Later
Examples: Klarna, Affirm, Afterpay, etc.
400
User wants to switch from Individual to Business account. They are located in US.
--Provide 3 steps before moving on to TS--
Step 1. Make sure that the user is the site owner
Step 2. Confirm with the user that they have a registered business
Step 2.1. Risk / UW request: User didn't agree
Step 3. Check the provider under the hood
400
"I am moving my business from the USA to France. Can I just update the info on my already established Wix Payments account?"
Yes or No? Why?
No. France is not an available country for Wix Payments.
User will need to disconnect Wix Payments and any other providers, change business location in Language Region Settings and on WP dashboard. Once updated, they will have different providers available for France:
- PayPal, Stripe, Braintree, SumUp, Titre Restaurants Conecs, iDEAL (through Stripe), Alipay (through Stripe), Lyra, Bankful, Klarna, Square, Splitit, Mollie, PayZen by Lyra
400
User has a DBA and is onboarded to Adyen. The bank document provided is not being approved, but has the correct name. How would you troubleshoot this?
Step 1.2.
If details don't match due bank statement showing DBA name
Verification may fail if the user submits a bank statement showing their DBA (Doing business as) name and not their Business legal name.
- PbW and Global Market Risk WP: contact Adyen
- Global Market (not Risk trained): assign to Risk WP
400
"My Wix Payments account was closed a year ago. Can I reopen it?
--What are your first steps?--
1. Look for a BO note from UW/Risk
2. Ask user why it was closed
3. If no Risk issues, walk user through setting up PbW
4. If there are Risk issues, escalate to Risk team. User will need to resolve Risk/UW issues before using PbW again.
500
System to prevent transaction laundering. It tells us if the site contains content that is prohibited or restricted.
Smoke Dectector
500
"I want my merchant identification number (MID), where can I find this in my Wix Payments account?"
--Provide the CSI article and SR for the user--
Reply:
When using Wix Payments as your payment provider, all of your transactions are being processed using Wix's very own Merchant ID / Merchant Account Number.
Since Wix is acting as a Payment Facilitator with one Merchant ID, there is no allocation of a Merchant ID for each of our users.
500
User has business registered in Canada, but wants to accept CAD, USD, and GBP currency. They want to use Wix Payments. What would you tell them?
Wix Payments is only able to process one currency at a time. The user has 2 options:
1. Connect PbW in Canada and only accept CAD.
2. Connect another provider that allows for multiple currency. **Note: Wix can only process one currency per site.**
500
"All my payments were refunded automatically. I had $500 waiting to be paid out. What happened???"
--What is the most likely reason? --
Auto refunded due to KYC failed, and it's been 72 days since the first transaction or tier change.
500
I see this note in UM. User received email that payouts are on hold for "unusual activity". User is very upset and wants to know what they can do. How do you proceed? What can you tell the user?
You can tell the user to respond to the email with their questions, and it will go directly to our compliance team. Alternatively, you can transfer the interaction to the Risk PbW team.