FAQ

I do not agree with my client's dispute: what should I do?

We invite you first to contact your customer in order to try to resolve your dispute. If no solution is found, you can then initiate a resolution request.

What is the deadline for a resolution request?

Typically, a resolution is processed within 30 days. However, the resolution time may extend depending on the complexity of the dispute with your customer. At the end of this resolution, you will be notified of the outcome found and automatically credited if successful.

The outcome of the resolution is against me: what can I do?

To date, if your resolution request decides in favor of your client, the law does not offer you any possible recourse.

My terminal has no network: what should I do?

It may happen that the connection with the telephone networks is complex: underground store, very thick walls, low coverage area... You can then use the Wifi connection of your terminal thanks to the instructions supplied with the equipment. . You then benefit from the connection of your internet box or your telephone thanks to the connection sharing / mobile access point options.

I have lost or damaged my terminal: how do I get a new terminal?

Report its loss/theft/breakage as soon as possible to our support number (number indicated on the base of your terminal) in order to request a replacement.

How do I add a new terminal to my fleet?

Go to your Customer Area and order a new terminal in the Terminal section.

I lost my merchant card: what should I do?

Order a new merchant card in the Terminal section of the Customer Area: click on the relevant terminal then click on "Order a merchant card". Note that costs inherent to this process apply according to the Pricing Conditions.

I do not see the payment terminal in my Customer Area.

Updating your Customer Area may sometimes take a few minutes. If after 24 hours, the payment terminal does not appear, contact our teams via the Help section of the Customer Area.

I did not receive your email including the activation link.

Some e-mail services sometimes file our first e-mail into the “spam” folder. So check this section of your email before contacting our teams. If there is no email, contact our support.

I forgot my password: what should I do?

On the Customer Area login page, click on “forgotten password” and immediately receive a link by email to reset your password.

Did you use the correct keys (i.e. production)?

Make sure you have updated your test keys with your production keys. By convention, our production keys start with the characters sprod_ and pprod_.

Is the code responded by the API 500?

When the API returns you the code 500, it means that it is unavailable and cannot process your request. Our teams are hard at work to restore our services as quickly as possible. It is then not necessary to open a ticket with our support teams.

Except for code 500, the other API codes indicate that your request cannot be processed by the Stancer API because it does not meet our technical specifications. We therefore invite you to consult the technical documentation in order to identify the precise cause of your problem.

Have you updated your documents following one of our requests?

As part of our regulatory obligations, we may suspend access to our services in the event of failure to update supporting documents. We therefore invite you to be attentive when our teams ask you to update your supporting documents.

Do we do maintenance for our services?

We plan maintenance periods throughout the year to improve our offering and your experience. During these periods, our services may be unavailable. If none of these cases apply, we may be experiencing technical issues. Our teams will then notify you as soon as possible of the status of our services and their recovery.

My payment terminal does not work: what should I do?

Contact the dedicated telephone support at the number indicated on the sticker affixed to the terminal.

Have you updated your documents following one of our requests?

Under our regulatory obligations, we may suspend access to our services in the event of failure to update supporting documents. We therefore invite you to be attentive when our teams ask you to update your supporting documents.

Do we do maintenance for our services?

We plan during the year maintenance periods to improve our offer and your experience. During these periods, our services may be unavailable.

If none of these situations apply, we may be experiencing technical issues. Consult the e-mail address used to be kept informed by our technical teams or our Twitter account to follow the restoration of our services.

I have damaged my terminal: what should I do?

Contact the dedicated telephone support at the number indicated on the sticker affixed to the terminal in order to trigger the sending of a new payment terminal.

I don't see transactions on my Customer Area: what should I do?

Go to your Customer Area in the "Help" section to open a ticket so that our teams can examine your problem.

I haven't received my terminal: what should I do?

Log in to your Customer Area to find out the status of your order.

What is the response time for your teams?

The resolution time depends on the complexity of your situation; we do our best to resolve your problem as quickly as possible upon receipt.

Where is my Shop hosted?

Your Store is hosted by our French partner Scaleway, in data centers located in the EU.

Certain payments made with the terminal do not appear in my Customer Area in real time: what is happening?

When you pay using the payment terminal, some payments do not appear immediately in the Customer Area. This particularity comes from the fact that the Payer's card authorizes the transaction without express request to the Payer's bank.

The payments concerned then appear in your Customer Area the day following the daily remote collection from the terminal.

What happens if a payment is refused/failed?

The Stancer API informs you of the outcome of each payment using response codes presented in the technical documentation. In order to read this code, you can directly query our API. You can also find out the outcome of a payment by searching for it using its identifier in your Customer Area. It is then up to you to decide what commercial action you wish to take depending on the reason for the payment failure. You can request a new attempt from your customer or wait for the latter to try to pay you again.

How do I choose the payment methods offered to my customers?

Thanks to the Stancer API, you have the possibility to choose the payment methods that will be offered to your customers and to offer the payment methods most suited to your activity.

How can I reduce my direct debit failure rate?

Direct debit rejection/dispute rates can be reduced quickly through better communication with your customers regarding invoicing for your goods and/or services.

I don't have an ICS: how do I get one?

Stancer can assist you in obtaining your ICS. Make the request from the Support section of your Customer Area, our teams will take the necessary steps for you.

The amount transferred to my Bank Account is lower than the total transactions of my establishment: is this normal?

We make a transfer whose amount is equal to all of your transactions less our commissions. It is therefore completely normal that the amount actually transferred to your IBAN is less important than the total amount of transactions in your activity. You can find the exact amount of commissions applied by Stancer in your Customer Area, in the My Payments section.

Does my company name appear on customer receipts and statements?

Yes, your company name will appear on your customers' receipts and statements. However, after your contract is activated, please allow up to 48 hours for the information to sync in our payment system. If, after this period, the name does not appear correctly, please contact our customer service.