FAQ

About PPay

It is a link that the seller generates from PPay application to collect payment from the buyers. Once the buyer has made the payment from the link given, the seller will get real-time notification.
You can cancel an order via our platform but you will have to manually transfer the money back to the buyer.
Within 2 working days regardless of any chosen payment methods.
The default property is set as "open link" where all orders can come in until the seller decides to close the link. However, PPay allows sellers to input inventory to limit the amount of orders for that specific link. Once the amount of inventory reaches zero, the link will automatically disable itself.

Meanwhile, after the link has been disabled, the user can restore the stock and manually reopen the link to be used again.
By accessing "link management" and tap to switch off the link. Customers will no longer be able to make payment from that link.
PPay works solely as the payment gateway. Sellers need to contact the logistics provider directly when this kind of problem occurs.
For new users, the free usage period is 30 days starting from the registration date.
During the period of 30 days service fee exemption, the total transaction amount must not exceed 10,000 THB or the number of withdrawals does not exceed 10 times. When the total transaction amount exceeds 10,000 THB, each transaction fee will be 2.5% + VAT, and in case of the withdrawal number exceeds 10 times, the withdrawal fee is 15 THB + VAT per transaction.

For example: When the transaction amount has accumulated to 10,000 THB, and the next transaction amount is 10,100 THB, the total transaction amount will therefore exceed 10,000 THB. This transaction will be charged with a transaction service fee
10,000THB + 10,100THB = 20,100THB > 10,000THB
Transaction service fee: 10,100THB x 2.5% + 7% VAT = 270.18 THB
Total amount received: 10,100 - 270.18 = 9,829.82 THB

Although your accumulated payment has not yet reached 10,000 THB in the 30 days period of service fee exemption, you will be charged the payment service fee after 30 days service fee exemption period is over.
Not yet. But we will launch the installment feature soon.
You can register for PPay service via 'create an account' page.
The buyers may choose to make payment through credit / debit card, K PLUS Mobile Banking application, or any other Mobile Banking applications that offer PromptPay.
We offer payments via all major credit card facilitators including VISA, MasterCard, and JCB.

PPay Features

To help social sellers effortlessly close the deal on the Facebook fan page, PPay creates an additional feature called CF Function, which automatically responds to a potential buyer who comments on a product's post on your Facebook fan page. CF Function enables users to close the deal quicker and save much time.
1. Connect your preferred Facebook fan page with your PPay's account.
2. Create a payment link or choose any payment links from your account.
3. Share the payment link to your Facebook Fan page.
4. Set the preference keywords for closing the deal, then set the auto-reply message.
PPay allows all users to use CF Function for free.
To promote a better shopping experience, PPay provides a new service called Payment Protection. After you purchase a product/service, we will keep the payment for 15 days to ensure that you receive the product/service and the service fee will be charged only 1% of the transaction amount. Only when the buyer confirms to receive the product/service or when the protection period expires, PPay will transfer the transaction amount to the seller. Payment Protection can improve the safety of shopping online as a better option!
Buyers can see the Payment Protection button on the order page and they can enable this function by clicking the button. When the order amount exceeds 3,000 baht, we will also introduce Payment Protection to the buyers.
Currently, the Payment Protection service fee is only charged 1% of the transaction amount, you can experience this feature with this affordable rate to guarantee the safety of your payment!

Registration

You need only a name, mobile number, and email address to register!
We are required by Anti-Money Laundering Act to acquire user’s ID card information, name, address and occupation to match with the bank account name. We have strict regulations for data privacy, and do not share this sensitive information with anyone.
Contact our customer service at 02-261-5037 for assistance to correct the error.

Error case 1: The ID image is not clear, check the image and try again.

Error case 2: The name on ID card does not match the name in the bank passbook. PPay reserves the right to accept only clients providing identical name on ID card and passbook (requirements for platform customer identification).

Error case 3: Forgery detected in any of the documents is considered breach of terms and agreement. If documents are found to be suspicious, the account will be temporary suspended until proven otherwise.

Getting started

Go to Setting > Bank account setting; if you have not verified your identity, you have to provide details prior to setting up your bank account. Select your bank and input bank account number, and verify by using your mobile number.
Yes, you can. Go to Setting > Display name.
Yes, you can. Go to Setting > Email, you will receive a verification email after you input your desired email.
No, not by yourself. If you have lost your phone or changed your mobile phone number,
please contact customer service team at 02-261-5037
Yes, you can change your bank account number. Go to Setting > Bank Account and input your new bank account number. After you input your new bank account number, you will have to wait for account verification before the new account number can be used.

If you think there is a mistake,
please contact our customer service at 02-261-5037
It is a shipping method specified according to your convenience when you create a payment link.

Cash flow

Normally, upon the withdrawal cycle, all your remaining balance will be transferred to your designated bank account within 2 days if it is above your formerly set amount. (※ If you encounter, it will be extended for settlement time).

Kindly note that there might be an exception, PPay has to comply with the bank on the authorization holds in which PPay will temporarily lock the funds for a particular transaction marked as declined due to risks or pick up card according to the bank’s information. Under this exception, the seller should provide shipment evidence to protect your money, and kindly wait for the bank’s investigation. The duration may vary from 5-6 days to a maximum of 120 days. Once the investigation completes or we receive a successful result, PPay will release a full amount of transaction back to the seller’s account balance.

If you would like to check your transaction amount status, please contact our customer service at Line ID: @ppay
PPay will make a transfer to your designated bank account.
Withdrawal Cycle Monday Tuesday Wednesday Thursday Friday
Reflect in Bank Account Wednesday Thursday Friday Next Monday Next Tuesday
The withdrawal amount can be set by inputting your desired withdrawal amount in the withdrawal function. Upon the cutting/paying date, an exact amount will be transferred to your bank account.
Fees for withdrawing funds into bank accounts.

Special promotion:
For new users, the free usage period is 30 days starting from the registration date.

During the period of 30 days service fee exemption, the number of withdrawals should not exceed 10 times. When the withdrawal number exceeds 10 times, the withdrawal fee is 15 THB + VAT per transaction.

The fee will be deducted from the withdrawal amount. For example, if you withdraw an amount of 4,000 THB, you will receive the money 3,983.95 THB into your bank account.
Please go to "Setting" and select "Bank account". After you apply for the modification, this change will have to go through the verification process agian.
There are two possible reasons for this.
First, you have not passed the identity verification yet. Therefore, please go to ""Setting"" and verify it.
Second, your account balance may be lower than your desired withdrawal amount, making it impossible to withdraw. Also, kindly note that the minimum withdrawal limit is 100 THB, and the maximum cannot exceed 99,999 THB.

Payment link

A payment link is a link that sellers create on PPay application to collect payment from customers on social media or chat. In another word, it is a payment link to receive money.
Tap "Create Payment Link to Receive Money" on home page.
No expiration for payment link once created; however, you can disable the link (so buyers cannot access) in "Link management". Simply swipe to Disable. (If you swipe to Enable, the link will be active again.)
For an open link, customers are able to make unlimited purchases. But for stock input link, customers are able to purchase to the limit of that stock only. Once the inventory runs out, the link will be automatically disabled.

Meanwhile, after the link has been disabled, the user can restore the stock and manually reopen the link to be used again.
Yes, you can. Go to "Link management" on the home page, and select the item you wish to amend. You can only edit the quantity and shipping method, but cannot edit the product’s name and price. Please do not forget to "Save" and bear in mind that once saved, the content will be changed, and all links you may have sent or posted somewhere will be affected by this update.
We will have this feature in our later version. Please let us know your if you have any additional requirements or recommendations via PPay LINE Official Account. For now, you might need to use other tracking software.
Others can share your link, but they are unable to edit the content of the link. Only the link owner can do so.
As of now, a payment link is for a single product; sales in bundle shall require sellers to create another payment link. In the future, we will allow multiple quantities per basket. For further inquiries or any additional requirements or recommendations,
please contact us via PPay LINE Official Account.
Currently, we do not offer link creation with multiple products. We are planning for this function in future optimization. For further inquiries or any additional requirements or recommendations,
please contact us via PPay LINE Official Account.
Of course, you can. It will be even more powerful! Highly recommended!
Simply create a payment link for each product you sell and pin a post on LIVE!. We are working towards multiple items selection to make your life even more convenient; so stay tuned!
Yes, you can though it is not recommended. More information from the link is required by Google.
Yes, you can; by going to the link management page and cancel the link. Be advised that the link will be permanently deleted and the data will be lost after confirmation.
The status "This link is no longer available" will appear on the buyer's page.
The seller has to include shipping fee in the price of the link.
For new users, the free usage period is 30 days starting from the registration date.
During the period of 30 days service fee exemption, the total transaction amount must not exceed 10,000 THB or the number of withdrawals does not exceed 10 times. When the total transaction amount exceeds 10,000 THB, each transaction fee will be 2.3% + VAT, and in case of the withdrawal number exceeds 10 times, the withdrawal fee is 15 THB + VAT per transaction.

For example: When the transaction amount has accumulated to 10,000 THB, and the next transaction amount is 10,100 THB, the total transaction amount will therefore exceed 10,000 THB. This transaction will be charged with a transaction service fee
10,000THB + 10,100THB = 20,100THB > 10,000THB
Transaction service fee: 10,100THB x 2.3% + 7% VAT = 248.56 THB
Total amount received: 10,100 - 248.56 = 9,851.44 THB

Although your accumulated payment has not yet reached 10,000 THB in the 30 days period of service fee exemption, you will be charged the payment service fee after 30 days service fee exemption period is over.

Manage order

Pending: There are two types of orders with the pending status:

1) The unpaid order. When the buyer chooses to pay by any methods, our system will confirm the transaction of the order. You can cancel the order without having to make refunds.

2) When an order goes through the review process, the order will be marked as Reviewing.

Canceled: Under the "completed" status, you will see the order that has been canceled by the sellers before or after the buyer makes the payment, otherwise, it’s the order that was canceled after the review process has been completed.

Until the buyer uses the link to pay.
Reviewing orders occurs when the system detects a high-risk or suspicious transaction with this credit card. Before the order is confirmed, to ensure the security of your transaction, the order will automatically go through the review process to determine the risk level of the credit card transaction.

If the credit card is a suspicious transaction, the system will automatically cancel the transaction, the transaction amount will be directly returned to the buyer's credit card and a notification will be sent to both buyer and seller. If the credit card transaction review is completed, the transaction amount will be credited to the seller's PPay account.

The review process time depends on different risks, usually it takes around 2-3 working days, please wait patiently. We apologize for any inconvenience that may have caused.

Where can I check Reviewing or Canceled orders? See Q1.
You can go to the order details and "Cancel". Please note that canceling under "To ship" status means the customer has already made the payment; therefore, you will need to manually refund to the customer. But if the status is "Pending", you can cancel without making refunds; your customer will be notified upon your cancellation via SMS.
You will not get the money regardless of your shipment, but you, as a seller, will rather receive real-time notification whether the buyer has paid. It’s fine if you don't use our order management system, we understand that there are many other tools in the market. Thus we do hope you enjoy our free benefits. The money will be transferred to you within 2 working days.
Go to "Order" menu tab, tap order to see details, tap "Tracking number" then scan barcode or type in the tracking number. If you cannot, then you might have entered in the wrong format. Please recheck. If you are using "Seller's shipping method" you can write anything there as reference for both you and your customer.

Tip: for EMS, registered mail, scan barcode on the box before you ship.
Yes, but only for unshipped paid orders. Go to Order Detail > "To ship".
Unfortunately, the function is not available at the moment.

How to answer my customers

This service is named PPay. It is a payment gateway emphasizing new purchasing experience for social commerce buyers. The buyer may conveniently choose to pay by credit / debit card or mobile banking (bill payment). He/she will get real-time notifications from the system; from order creation to product shipment.

If you have inquiries about payment or recommendations,
please contact PPay: 02-261-5037
As a buyer, simply click on the link sent by the seller. The order summary will show what you have chosen to buy. Then, you input the shipping information to confirm and make payment via mobile banking bill payment or credit / debit card. The payment will be confirmed immediately. You will receive SMS from PPay; for order confirmation, payment confirmation, tracking number notification in the fastest way possible.

If you have inquiries about payment or recommendations,
please contact PPay: 02-261-5037
If you have already paid for an order, but the order is cancelled, you have to contact the seller for refund. It's up to the seller's policy when the refund will be issued.
A wrong phone number or email address might have been input in "Buyer's contact", please recheck the information.

If you think there is a mistake,
please contact PPay customer service at 02-261-5037
Please contact the seller before they ship out the order.
There are 3 ways buyers can pay in PPay:
  1. For credit / debit, simply pay through our secure partner’s gateway which supports VISA, Mastercard, and JCB.
  2. For K PLUS bill payment, simply input the mobile number registered with K PLUS on the transaction page; the bill will be sent to K PLUS shown as request to pay (RTP) in the notification.
  3. For PromptPay bill payment, simply input the mobile number registered with PromptPay with any mobile banking applications, the bill will be sent to that particular bank application as request to pay (RTP) in the notification.
If you have inquiries about payment or recommendations,
please contact PPay: 02-261-5037