REQUEST / QUESTION

ACTION / ANSWER

What are the fees?

General online & in-store fees are:

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UK merchant fees are typically 6% of the transaction value + £0.30 admin fee + VAT.[UK] 6% + £0.30 + VAT(20%)

All fees are assigned to a merchant as part of the onboarding process and can range between 6-8%. 

Example of how the fees are calculated below: 

Order value = £100

6% Clearpay fee = £6

£6 fee + 0.30p admin fee

VAT deduction (20%) = £1.26

Total £7.56

The settlement is £92.44

Please note, with in-store fees these are managed differently to online orders.At point of sale the merchant is paid for the full transaction by their card terminal. 

Clearpay will then automatically debit the merchant fees within 2 business days of the order. 

You can view both online and in-store fees by selecting ‘Reconciliation’ on the merchants Admin Portal page. You can the select between ‘Online API’ and ‘Clearpay Card’

Disputing/ Unhappy with Fees/ wants to renegotiate their contract

If a merchant is new to Clearpay & within 6 months the request is declined.

If the merchant has had Clearpay for over 6 months please check their previous quarter GMV in Salesforce:

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If below £10K GMV in the previous quarter the request will be declined with the Macro: Existing Merchant {Refund or Reduce Fee Declined}

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If GMV is above £10K per month this can be raised to the Sales/Account Management Team. To start the rate negotiation process please CC Rebecca Everest ([email protected]) into the email thread to take over rate negotiations.

How does the Settlement work?

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Daily process Monday to Friday within the time specified on your agreement (typically Clearpay settles within 4 business days)

• The settlement figure includes both our admin fee and VAT

• The settlement figure is auto-adjusted for any refunds that have been processed

Macro: Existing Merchant {Settlements - General Enquiry}

If the merchant has any missing settlements, ask them:

• To confirm their bank account details 

• Dates & amounts of missing settlements

• If they have changed their bank account

If the bank account has changed you need to follow the steps below:

• Is the merchant enabled for self-service in Admin Portal. This can be viewed in the ‘Product’ section shown at the bottom of the page. 

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If the merchant is enabled for self-service you would need to send the macro: Existing Merchant {Submit Hub Bank Changes} 

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If the merchant is a small business and does not have self-serve enabled please reach out to Daniel Smith ([email protected]). He will check all relevant notes from the risk team. Do not re-enable a merchant without reviewing with the team first. 

Please note, enterprise merchants are not enabled for self-serve bank changes and should not re-enabled. 

If the merchant confirms that payments have not been sent, please assign the ticket to Daniel Smith in Salesforce and one of the onshore Merchant Experience Team will review with our Finance Team. 

Merchant has been charged incorrect fees

This typically occurs when 

• Trial end date is not accurate

• Fee entry error

How to escalate

• Ensure rate is corrected in Admin Portal

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Create a ‘Fee Mismatch case in Salesforce and follow the UK steps in Commerce Rate Remediation.