Servicing questions

How quickly will I be paid after a customer makes a purchase?

We’ll usually pay you in full the next working day after your customer’s transaction, except for weekends, holidays and transactions completed after 5pm. Weekend transactions will be paid on a Tuesday and transactions after 5pm will be paid two working days later. Settlements will go directly to your nominated bank account.

Who do I contact if I have a question or need support?

You’ll have access to a dedicated technical help desk. You can raise queries through our online Merchant Portal, by email or by telephone. If you have settlement questions, you can either use the Merchant Portal for help or reach out to your Embedded Finance relationship manager. If you have questions about your contract or other issues, you should contact your Embedded Finance relationship manager.

What if my customer needs help, who should they speak to?

If the customer needs assistance with their order, such as cancelling or returning an item, they will need to speak with you directly. If a customer needs assistance with their FlexPay account, such as issues making a payment, they should log into their account on the website or in the app to access contact options.

Where can I find the Developer Portal?

The Merchant Resources Hub will give you everything you need to carry out a self-serve integration and get our APIs up and running on your website.

What sort of dashboard or information can I access to monitor use?

You will have access to a Merchant Portal to monitor orders and performance. You’ll be able to access:

real-time order reporting
order summary with outcomes and service states
order details.

Insights in the portal include:

overall revenue generated
number of applications submitted and approved
acceptance, decline and referral rates
loan product distribution (instalments vs flexible credit)
monthly revenue generated over time.