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Frequently asked questions
What if the customer's payment fails during redirection?
If the payment fails during redirection, ask the customer to ensure their internet connection is stable and that no browser extensions (like ad blockers) are interfering. If the issue continues, you can resend the payment link from your admin or suggest another available payment method
How to start using Subotiz?
You can create an account directly at www.subotiz.com. After registration and email verification, you'll be redirected to your merchant dashboard, where you can set up your payment methods, products, and subscription plans following the system quide. Once vour account is active, feel free to reach out to us at merchant-service@subotiz.com for any business inquiries or onboarding support.
Does Subotiz support 3D Secure?
Yes. Subotiz fully supports 3D Secure 2.0. When required by the payment gateway or the issuing bank, the authentication process runs automatically during checkout to ensure a secure transaction. lf you'd like to confirm your account's 3D Secure activation status, feel free to contact us at merchant-service@subotiz.com.
When will my funds be settled?
Settlement cycles are automatically determined based on your merchant type and risk level. You can check your next payout date and amount under Pending Balance in the admin.
What should l do if a chargeback occurs?
When a merchant reports a chargeback case, guide them to check the Dispute Orders page in their admin. Remind them to review the case details and submit evidence before the response deadline(e.g., order record, delivery proof, or communication log).Once submitted, the system automatically forwards the information to the acquiring bank - no manual action required. lf the merchant misses the deadline, note that the case will be closed automatically and funds may be deducted.