Common questions about selling with Ewerta.

If you have any questions about accepting payments with Ewerta, this is the right place to find the answers.

What's new

Open Beta
Ewerta is currently in Open Beta. This means that merchants in Latvia can start using Ewerta right away. More features and countries are coming soon.

Getting started

What is Ewerta?
Ewerta is a payment processor maintaining a common platform for buyers and sellers.

Here’s what we mean by that. We offer a simple and convenient way how you can accept payments. Setting up an account is easy, and our commissions are completely transparent: you only pay for what you use. We also provide a wide variety of payment methods allowing you to reach new customers. Moreover, we are building a merchant network, connecting businesses with customers.
Where can I use Ewerta?
Currently, Ewerta is only operating in Latvia. We are working hard to expand our coverage soon. You can sign up to receive a notification when Ewerta is coming to your country.
How do I contact Ewerta?
If you have any questions, first check this list of Q&As – we have exhaustive answers to common questions like opening an account, setting up payments, or solving problems.

If you want to discuss a tailor-made offering, you are always welcome to get in touch with our sales team.

You can also check our terms and conditions.

If you cannot find an answer to your question, you can contact our customer support channels.

Finally, if you have a general question about the company, you can contact us directly at info@ewerta.com.

Accepting payments

How do I open an account?
We have streamlined the entire sign up process so you can do it all online. Click here to get started.

If you need more help, you can check out our detailed documentation.
How do I activate my account?
Before you can use your account, we need to make sure it is really you. We will send you a verification e-mail with detailed instructions.

You will need to provide a business information, and to enable some payment methods  a copy of government issued ID and a proof of address such as a phone or utility bill with your name and address clearly visible.

Your personal data will be securely stored, and we will never use it without your explicit and prior consent.
How do I set up a payment page?
Then you can add Ewerta payments to your own site. We have prepared ready-made code you can insert in your own shopping site, along with detailed instructions how to do it.

Ewerta works great with common shopping and page building platforms, such as WordPress and other popular solutions.First, you need to open an Ewerta account.
How and when do I receive the money from my customers?
When your customers make a purchase, money are transferred to your specified bank account on daily basis.

The standard payout frequency is set to daily schedule. We may adjust the payout schedule for higher risk clients.
Can I accept payments in multiple currencies?
Yes, Ewerta supports payments from customers paying in multiple currencies. This means you can accept payments from customers almost anywhere in the world.

Currently your payments will be transferred to EUR balance. This means that you will receive your money in EUR even if the original payment was in another currency. We are working to add ability to hold multi-currency balances in nearest future.

Payouts to your bank account can be made in EUR, DKK, GBP, NOK, SEK, USD, CHF.
My bank account has changed; how do I update my Ewerta account details?
Go to your Ewerta merchant portal and update your bank account on Settings/Bank accounts page.

Fees and Commissions

What are your fees and commissions?
Ewerta only charges you for the payments you actually receive; there are no setup fees or monthly charges.

For a full breakdown of our fees and commissions, see our pricing.
How much does it cost to sign up?
Opening an Ewerta account is free; you only pay for the payments you actually receive.
Can I receive a pricing offer for my company?
If your online business is limited in size, the standard Ewerta fees may be a better option for you: there are no minimum turnovers to meet or monthly payments to make.

If you process more than EUR 10,000 worth of transactions per month, you could benefit from custom pricing. Our sales team will be happy to discuss the details with you. Click here to get in touch.

Payment methods

What payment methods do you accept?
With Ewerta, you can accept card payments and Pay Later.
How do I enable or disable payment methods?
In your merchant portal, go to Receive Payments. You will find a complete overview of your payment methods, along with options to enable or disable them.
How do Ewerta card payments work?
Ewerta accepts all major payment cards: Visa, MasterCard, American Express, and China Union Pay. It also follows all the required security standards, such as 3D Secure 2.

When your customers make a card payment, the money is first held in your Ewerta account balance. Funds are transferred to your bank account daily or according to your custom payout schedule.
What if my customer’s payment has been declined?
Ewerta is working hard to increase its payment acceptance rate, but declined payments still happen.

If the customer contacts you about a declined payment, first make sure they have entered their payment details correctly and they have sufficient funds for the purchase.

You can view failed payment details in the payment timeline inside your merchant portal.

If they do not have sufficient funds for the purchase right now, Pay Later might be an option for them.

If your customer has any other issues, feel free to forward them to Ewerta customer support page.
What is Pay Later and how does it work?
With Pay Later, your customers can make a purchase now and pay 30 days later. The customer receives their purchase and you receive your payment when they order it.

Please note that this service is offered by Ewerta; there is no risk to you even if the customer does not pay. You will receive your money when the order is placed. Ewerta will evaluate your customer and their ability to pay. If there are problems with receiving the payment, it will be resolved by Ewerta, not you.
How much does Pay Later cost?
The service is free for your customer.

You are charged a standard transaction fee according to our Pricing.

You don’t have to pay any additional fees or charges even if the buyer does not make the payment on time.

Customer complaints

How do I issue a card payment refund?
You determine your own refund policy: when to issue them, whether they are full or partial, and when to reach another settlement. It should, however, be clearly stated on your website so your customers know what to expect.

To issue a refund, go to your merchant portal and select the appropriate transaction. Go to Transaction details and select Refund. You can also specify whether it is full or partial.
How do I issue a Pay Later refund?
If the customer has requested a refund, you should settle it according to your own policy outside Ewerta platform. All customer liabilities with Ewerta are settled without involving you – the seller.

Merchant portal

What is my merchant portal and how do I use it?
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How do I view my transaction history?
You will find a complete list of your transactions in the Transactions tab.

You can sort them by reference number, date, item sold, customer e-mail, amount, and status.

There is a Search function to find exactly the transaction you need to look at. You can also filter transactions by certain criteria, such as all transactions above a certain amount.

Clicking on any transaction will take you to Transaction details page.
What is transaction status?
Transaction status can be Completed, Pending, Partially refunded, Refunded, Failed.

Pending means your transaction is still being processed.

Completed means the transaction has been successful. However, it may still change if you issue a refund. In this case, transaction status will turn to Refunded. Refunds can be full or partial.

Failed transactions are provided with details in transaction timeline.
How do I change my e-mail and password?
To change your password, go to Account Settings and choose Edit profile.

If you would like to change email assigned to the account, please contact our support team.

What if I did not receive my verification e-mail?

In case of increased network load, there may be a delay in receiving your e-mail. Check other folders in your inbox, such as advertisements or spam. If you still haven’t received your e-mail in 2-3 hours, contact our support team.

Security and personal data

What is your privacy policy?
We will never share your or your customers’ information without prior consent. You and your customers always have knowledge over what information we collect, store or transfer. We continuously work to keep your data safe and are transparent about our data practices. For a full explanation, read our privacy policy and terms and conditions.
How safe are my customers?
Ewerta uses Strong Customer Authentication with 3D Secure 2. Should a 3D Secure payment be disputed as fraudulent by the cardholder, the liability shifts from you to the card issuer. These types of disputes are handled internally, and do not result in funds being withdrawn from your account.

We partner with Stripe for processing card payments. Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, best-in-class security tools and practices are used to maintain a high level of security.
How do you prevent fraud?
We follow the strictest fraud prevention standards. We support 3D Secure 2 for all card transactions, checking the buyer identity in real time.

When using our Pay Later option, we check our customers to make sure they can make the payment. There is no risk for merchants with Pay Later: you receive your money from Ewerta. Even if the buyer has trouble making the payment, you are not affected in any way.

In addition to complying with all the required fraud prevention standards, Ewerta has its own transaction monitoring system. All our transactions are automatically evaluated by our system and scored on a number of criteria. Suspicious transactions are blocked to prevent later disputes and chargebacks.
What are AML and KYC requirements and why do I have to follow them?
AML, short for anti-money laundering, are legal requirements that financial service provider must follow. KYC stands for know your customer.

AML regulations are designed to keep online commerce safe. While this may mean some additional paperwork, we have made the entire process as seamless as possible. Whenever we ask you to fill out any KYC and AML forms, we explain exactly what we need from you and why we need it.

Ewerta network

What is Ewerta network?
Ewerta sees its merchants as its business partners. We want you to succeed, so we built the Ewerta network to help you find new customers.

All our merchants are listed in the merchant directory on our homepage. Ewerta customers can use this directory to find new online shops and deals.

We also send out special offers to our customers, featuring deals from our merchants. If you would like to be featured in a special offer, get in touch with our sales team.