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An overview of all the transactions and payouts is available at our merchant portal. If you do not have access, ask the person who has access in your company to create you one as well (instructions).

For a detailed view of all the transactions, click on the “Transactions” section. Transactions can be sorted by date and status. For example, a time period, click on the Date field and choose a time period from the calendar window and then click the blue magnifying glass icon on the right to activate the filter. 

If you wish to get the best overview of all the transactions, fees, payouts and refunds, click on the “Account statement” menu. There you can see transactions with related fees and VAT (if applicable).

To get even more detailed overview of all the movements on your account, you should download the “Account statement” report to your computer. The report has more detailed information (payment channel, account balances before and after payouts etc).
To download the report, choose a time period, for example “Previous month”, and then the magnifying glass icon on the right. After that click on the “Save” button on the right and choose the xls file type. You can open it in Excel, add filters and so on.

NB! Suggestion for accounting: think of MakeCommerce account as something like your bank account. Then payouts from MakeCommerce account to your bank account are just movements between accounts. This way it is not important to match each and every payout with specific e-shop transaction which makes accounting much easier.

In the merchant self-service environment you can download the monthly invoices by going to “Billing”.  Invoice for the previous month is uploaded by the second week of the following month.

If you’d like to have invoice automatically emailed to you then open the menu “Settings” and under that the contacts page of your company. You will find a separate Invoice email field on that page (this can only be done by the main user).

Note that the invoices are only for your information and accounting purposes. You do not usually* need to transfer us any money as MakeCommerce automatically deducts all the fees from your account.
*Unless you have a negative balance for a long time and no incoming transactions – in this case you should make us a transfer (details under Billing -> Deposits). 

Transaction fees are calculated per each transaction.

Example: A client of the e-shop purchases a product of 10 EUR. If the pricing is 2,5% + 0,30EUR from every transaction then MakeCommerce calculates a transaction fee of (2.5%) 0.25 EUR + 0.30 EUR + value added tax 20% (if applicable) = 0.66 EUR and the rest of the sum (9.34 EUR) is transferred to merchants bank account during next payout settlement.

Two types of monthly fees can be charged from your MakeCommerce account: MakeCommerce plugin monthly fee and monthly fee for payment methods.

Monthly fees depending on the chosen payment methods:
The standard price list includes the use of local banklinks without a monthly fee, for example, when the Estonian e-shop only uses Estonian banklinks. If the merchant also wants to activate card payments or foreign banklinks, the monthly fee for the account will be 10 euros (+ VAT 20%). The monthly fee is charged irrespective of whether or not a payment has been accepted in a particular month by means of this payment method. If the merchant wants to add several different payment methods (for example, both Latvian and Finnish banklinks), the monthly fee will still be 10 euros.

Monthly fees for plugins:
If the e-shop uses the MakeCommerce module to integrate payments to the e-shop, a monthly fee of 10 euros (+ VAT 20%) is charged. If the logistics (delivery information) functions are used as well, additional 5 euros will be added to the monthly fee. If there were no transactions within a month (modules were not used), then the monthly fee will not be charged.
There are no monthly fees for test environment transactions.

All monthly fees are deducted from merchant’s MakeCommerce account on the last day of the month. If the service was activated during the same month, monthly fees will still be calculated in whole (not respectively to the days used).

The maximum monthly fee for Standard pricing e-shop can be 25€ and minimum of 0€.
If the merchant has special pricing then the monthly fee for chosen payment methods can be different and is marked in the price list annex.

The account statement xml file of MakeCommerce is following the ISO 20022 camt.053 format.

Below we describe some specifics:

Relationship of an account movement record with a transaction/order in e-shop is carried by attribute EndToEndId,
in example: <EndToEndId>15178</EndToEndId>

Direction of the account movement (to the account vs from account) is carried by atrribute <CdtDbtInd>
in example: <CdtDbtInd>DBIT</CdtDbtInd> or <CdtDbtInd>CRDT</CdtDbtInd>

Type of the account movement is carried by ‘Ustrd’
nt: <Ustrd>INCOME</Ustrd>

There are following types:

  • INCOME – customer paid for the transaction
  • REFUND – money was returned to the customer (buyer)
  • TRX_FEE – MakeCommerce service fee for the transaction (% of transaction amount)
  • TRX_FEE_FIX – MakeCommerce service fee for the transaction (fixed amount)
  • TRX_FEE_MIN -MakeCommerce service fee for the transaction (fixed amount)
  • SERVICE_FEE_PLUGIN -MakeCommerce monthly fee for using the MakeCommerce integration module
  • SERVICE_FEE_LOGISTICS – MakeCommerce monthly fee for using carrier integration service  (MakeCommerce modules)
  • SHIPMENT_DELIVERY_FEE – Fee for sending parcels via MakeCommerce transport mediation service
  • VAT – value added tax on MakeCommerce service fee
  • VAT_CORRECTION – correction of the VAT rounding error (calculated at the end of month)

MakeCommerce calculates VAT on every transaction. Since these entries are rounded to 1 cent, there may be a situation where the sum of the VAT deducted during the month, does not exactly equal to 20% of the total amount of service fees calculated per month. To correct this, an automatic correction is made at the beginning of the new month. This is typically a small amount (from 1 cent) and the reference for the entry is “VAT correction”.

Ready-made payment modules are available for integrating MakeCommerce solutions with the most common e-shop platforms. More detailed instructions and a list of platforms and cloud services with a convenient integration can be found here.

Officially developed modules are the fastest and easiest way to add banklinkscard paymentspay later solutions and delivery methods to your store. Installation and setup take up to half an hour and usually does not require the help of a developer. The module is free to download, the monthly fee is applied automatically only if there are transactions in the given month.

If you do not want to use the ready-made module or it has not been developed for your e-shop platform then our API documentation is public and can be found on the developer portal. With the help of a developer you can create exactly the solution you want.

MakeCommerce has no restrictions on any platforms, but it is worth asking the platform if it is possible to integrate our payment methods with them. For example, our services cannot be connected to Wix. This is due to the limitations from the platform itself.

Shop IDAPI secret key and API publishable key can be found under the menu “Settings” -> “API Settings” in the merchant portal at

If you do not have access to our portal then the contract may not have been signed yet, or ask the person who has access from your company to grant you one as well (instructions).

Our test environment is a safe sandbox where you can explore and learn how our systems function without worrying about messing up your real account at MakeCommerce

If you want us to create an account for you in our test environment then let us know:

More about testing on our developer portal.

Maksekeskus and MakeCommerce logo you can find:

Logos of individual payment channels you can find on{channel_name}.png ,
(i.e.: swedbank =

Channel names  (alphabetically):
aktia, alandsbanken, citadele, coop, danske, handelsbanken, lhv, liisi_ee, luminor, maestro, mastercard, nordea, omasaastopankki, pocopay, pohjola, poppankki, saastopankki, seb, spankki, swedbank, tapiola, visa.

It is not allowed to use existing API keys on a domain that is not agreed with us. So in case of a domain name change please get in touch with us at We will just need to sign an annex and change the domain in our system.

If the legal entity currently operating the e-shop no longer wishes to use our services in that shop, a contract termination application for termination of the agreement must be submitted to, stating the parties to the agreement and the date from which the agreement is to be terminated. Then the new e-shop operator should sign an agreement with us, starting from filling in the sign-up application.

It is worth remembering that if the merchant change is desired without any payment interruptions in the e-shop then we will only change the legal entity behind the e-shop, but the entire history of transactions etc. will remain visible to the new company.

Since our main contact person (main user) is defined in our contract then to change this person we need the authorised signatory to send us an application to The signed application must contain information about the new main user name, phone number and email. Here you can find main user change application

After we receive the request, it will take some time to set up the new main user, and we’ll notify you by email when the change is complete.

NB! Please make sure that the main user is always up to date, because if not, it may lead to disabling the service since important information is not received.

The official MakeCommerce module (available for WooCommerce, Magento 2, OpenCart, PrestaShop, Shopify) can, in addition to payments, handle Omniva, Itella SmartPOST and DPD integrations to automatically register shipments after successful payment by the customer.

In case of Woocommerce and Shopify you can even use Omniva parcel machine deliveries without separate contract with the courier (currently in Estonia only). For other delivery methods (incl. Omniva courier) it is necessary to sign a contract with the respective delivery company in advance. The delivery solution must then be configured in a few steps in the module.

In addition:

  • You can print the shipping labels directly from the shop admin without the need to log into the shipping company’s interfase.
  • You always get the up to date list of parcel machines in you shopping cart.

More information on what shipping integration options and countries are available for certain modules can be found here.

How to integrate: Just click on the platform name (WooCommerce, Magento 2, OpenCart, PrestaShop, Shopify) and follow the instructions to set up shipping.

Shipping information is an additional feature of MakeCommerce modules. Before using the module, contact the shipping company directly and sign a contract with them. You can then add the contract attributes to our module to link our module and the shipping company.

Pricing: see more here.

How to start using shipping:
To use our shipping integration, you must configure the shipping via the module guide.

In order for the automatic communication between the shipping company and our module to work, it is necessary to enter into an agreement with the delivery company and enter the passwords received from them into our module.

NB! If you use the Omniva agreement via MakeCommerce (Woo, Shopify), then in the admin panel of the e-shop choose “use MakeCommerce transport mediation service”. In this case, you do not need to enter Omniva passwords. More about this service here.

How to stop using shipping: 
If you do not want to use our shipping integration, do not configure shipping through the module. Just do not check anything or remove everything you have already configured regarding shipping.

  • If you use our payment + shipping integration then the module monthly fee is altogether 15€ (10€ payment integration + 5€ delivery).
    NB! In the case of Shopify, the monthly fee is only for the delivery part, ie a total of 5€.
  • The monthly fee is calculated on the last day of the month if a shipment has been registered through our module during the month.
  • The settlement between the merchant and the shipping company is on the parcels that are actually posted. The cost for each shipment is unknown for us since it’s in the contract between the merchant and the shipping company.
  • In the case of Omniva EE parcel machine to parcel machine delivery via MakeCommerce contract (Woo and Shopify), a parcel fee of 3€ will be calculated when the parcel is posted.

For our Woocommerce and Shopify module users we offer a solution that allows you to send packages within Estonia from Omniva parcel machine to parcel machine without having to sign a business client contract with Omniva. The service must be agreed to from our self service portal (menu Settings -> Services).

Each package costs 3€ regardless of size and shipping costs are automatically calculated from your store’s MakeCommerce account. If you wish to use any other shipping method, then you need to sign a contract with the carrier.

To configure this service in Woocommerce then in your store admin panel (Woocommerce settings -> Advanced -> Makecommerce API -> Omniva) configure the contract to “use Makecommerce transport mediation service” and fill out the return (sender) address. NB! Return address must contain a valid mobile number that starts with a country code (e.g +372) and does not contain spaces.

Sending the shipment: Successfully paid transactions are automatically registered in the delivery company’s system and the parcel label can be printed out directly from the e-shop admin view. It can then be printed out, pasted on the package and posted to the parcel machine.

Returns: A return code is automatically added to the Omniva parcel machine delivery via the MakeCommerce. The return code cannot be removed / disabled. The return of the parcel is similarly 3€ + vat (if applicable) and it will be automatically deducted from the MakeCommerce shop account. When using the return code, the buyer puts the parcel in the machine and the courier brings it to the merchant.

The merchant can configure the delivery methods and zones in the admin panel of the e-shop. Also where, at what price and which carriers are offered for the buyers.

All the countries and delivery methods are listed here.

Payment providers are required by law to follow the principle “know your customer” in order to prevent money laundering and terrorist financing as well as to apply international restrictive measures such as international sanctions and prevent violations. To open an account at a payment provider anywhere in the world, customers are asked for personal data, and the amount of information requested depends on the laws in each country.

The number of money launderers, terrorists and other criminals targeted by these rules make up a negligible share of the population, and thus a person opening an account may wonder how it all relates to them. The reason is simple. Without knowing their customer – which entails asking them for information – it isn’t possible to distinguish criminals from ordinary citizens or law-abiding business people.

Payment providers’ obligation to know their customers is not a one-off action. A payment provider receives much necessary information about their customers in the course of everyday customer service (e.g. execute transactions), but some data are required by law to be updated and payment providers cannot obtain such data without asking customers. Such data may include contact addresses, tax residency or data on place of work.

Updating customer data cannot be completely automated based on registers and transactions; it has to take place by communication between customer and the payment provider, so the payment provider can be sure that the data are correct and current.

In addition to regularly updating data, payment provider may contact customers for information on a transaction. The reasons for this can be many: perhaps the transaction varied from the customer’s ordinary transaction profile or the payment provider processing a credit card payment was asked for an explanation about the transaction.

Payment providers are required to collect information on beneficial owners both for money laundering and prevention and for compliance with obligations arising from the Tax Information Exchange Act.

A beneficial owner is an individual who:

  • taking advantage of their influence, exercises influence over a transaction, operation or another person and in whose interests, for whose benefit, or on whose account the transaction or operation is performed;
  • exercises ultimate control of the company’s shares or voting rights or exercises ultimate control of the management of the company (this includes NGO-s);
  • holds over 25 per cent of shares or voting rights through direct or indirect shareholding or control, including in the form of bearer shares, or exercises control over the management of the legal person in some other manner.

If after the exhaustion of all possible methods to establish the beneficial owner, the beneficial owner cannot be determined yet there is no doubt that such a person exists, the member of the highest executive body is considered to be the beneficial owner.

The acronym PEP stands for politically exposed person – a person with a government background who is currently or has recently been entrusted with a prominent public function, or relatives or close associates of such persons.

Relatives of PEPs include their spouse or person deemed equivalent to a spouse, children, parents and their spouse or persons deemed equivalent to a spouse. Close associates of PEPs include individuals who co-own a company or have any legal connection with a PEP or are in close business relations with a PEP. Persons with beneficial ownership of legal entities or arrangements known to have been founded for the benefit of a PEP are also considered close associates.

New users can be added to the Merchant Portal under Settings -> Users.

After adding a user, a new user will automatically receive an email to activate their account and set a password.

User rights depend on the assigned role:
Administrator: can add new users and change e-shop settings, access API keys (for developers) as well as make refunds and export data
User (info & refunds): can make refunds, review transactions and export data. Cannot access „Settings”.
User (info only): can only see and export data but cannot make refunds. Cannot access „Settings”.
Main user: every merchant by contract has one person as a Main User. As the main user has been determined in the contract, this role cannot be changed by any user in the self-service portal. This is the most important role with the widest rights in the merchant portal. In addition to being our primary contact, the main user is the only one who can update merchant data. Instructions for changing the main user can be found here.

In merchant portal the user can choose the following languages: English, Estonian, Latvian and Lithuanian.

To change the language, go to your email address in the right upper corner, select “User profile” from the drop-down menu, select the preferred language and click “save”.

After we have signed the contract then usually we can activate Estonian banklinks, Finnish banklinks, Latvian and Lithuanian payments (via payment initiation service) right away.

If there is a need to whitelist to the banks due to the field that the merchant operates in then it may take 1-3 working days to get the confirmation from the banks.

NB! Visa/Mastercard card payments cannot be activated right away. It usually takes up to 7 days.

The applied price list is seen in the Merchant Portal under the menu “Billing”.

If this is a special price list (not standard) then the price is also set in the contract or annex to the contract.

Transaction fees are calculated separately per each transaction. Transaction fees are deducated from transaction amount (not added to the transaction amount).

For example if the amount of purchase is 50 euros and the transaction fee is 2.5% + 0.3 euros, then MakeCommerce will calculate service fees like this:

0.3 eur + 2.5%*50 eur = 1.55 eur. VAT will be added to transaction fees 20%*1.55 eur = 0.31 eur.

So if a customer will pay 50 euros then MakeCommerce will make a payout to the merchant’s IBAN (50 – 1.55 – 0.31) 48.14 euros.

When a customer has to make an additional payment to the order, for example to pay additional posting fees or exchanging a product, there is a simple solution – payment link.

Payment link can be generated in the Merchant Portal in the section “Payment link”. Just insert the sum (decimal point is a dot “.”) and merchant reference (e.g. “Order 123 additional payment”) and a link is created.

This link must be copied and sent to the customer. If the customer clicks on it, a payment gateway page will open and then they can choose a suitable payment method and pay the sum. This payment will also create a transaction in the system.

Check if your email address is correct in Settings -> API -> Notifications email.

Check the spam folder of your email application. Some email services tend to flag automatic emails as unwanted unless instructed otherwise.

The default currency of MakeCommerce is EUR, but we can also offer other currencies as an additional service (GBP, USD, SEK…).

Important to know:

  • Transactions in foreign currency can only be paid with a credit card (banklinks are not supported)
  • Billing between MakeCommerce and the Merchant will still be in EUR
  • Merchant can use all currencies in parallel
  • The transaction is converted into EUR at the current ECB exchange rate immediately at the time of creation of the transaction
  • Exchange rates are the European Central Bank’s + our margin
    (i.e. if MakeCommerce margin is 1.2% and EUR/GBP rate for the ECB is 0.75860, we will convert the transaction to EUR at 0.7677032)
  • In the process of requesting transactions via API, the amount is returned in EUR (conversion result), the transaction is accompanied by additional data fields ‘original_amount’ and ‘original_currency’
  • The transaction listing on the MakeCommerce self-service portal shows transactions in euros, if a transaction was made in another currency there is a tag displayed and when you mouse over it, it shows the initial amount in the original currency with the conversion rate. When exporting transactions (csv, xls) they are all shown in euro (as converted at the time of creation).
  • When making a refund, this will be done in the original currency, so the customer will get what they paid (e.g. 12 GBP). MakeCommerce account statement will show the refund in euro respectively to the exchange rate applicable at the time of the refund.
  • To activate the service, please contact us at

All available payment methods that we offer are listed here.

Buy now pay later (BNPL) is one of the biggest trends in e-commerce and it’s growing in the Baltics as well. Offering BNPL payments your customers can pay for their purchases in parts over time. Our BNPL offering includes both the trending slice-type of payments, pay next month solution as well as traditional pay by instalments. Each serves its purpose.

Buy now pay later (BNPL) payment methods will be displayed in the e-shop checkout for purchases from 75 €. For lower sums it is not shown. The average purchase price paid with BNPL is 250-300 €.

If the customer chooses to pay for the purchase with BNPL, similarly to other payments, the merchant will receive the money in full amount immediately to their MakeCommerce account. There is no need to wait for the payouts to be received. The process of making returns is also no different. Should the client have any problems with the payment schedule, this will be resolved between the client and the financier.

Check out the available pay later payment methods here.

For the merchant, Kniks is a payment method. It’s added next to other payment methods in your checkout.

Offering gift card solutions can be challenging and time consuming. Kniks gift card is an extremely simple solution without any additional development needs.

The user of the gift card selects Kniks as the payment method and is taken to MakeCommerce payment gateway to enter gift card details. If necessary, the additional amount can be paid by another payment method, such as a bank payment, to complete the purchase.

If you wish, we can remove Kniks, but then the gift card holders will not be able to use it in your e-shop and you might lose a potential customer.
To remove Kniks from your checkout, please contact us at

Typically the payout does not match the sum of e-shop sales on the previous day because:

  • Transaction fees are deducted from every incoming transfer
  • If your service plan includes monthly fees then these are deducted on the last day of the month. Note that if the monthly fees are higher than account balance then the balance would turn (temporarily) negative.
  • If you make refunds then your account balance gets debited accordingly
  • Visa/Mastercard transactions – payouts are delayed up to 7 days compared to banklinks. Such transaction would be displayed in the Merchant’s Portal as COMPLETED but missing Payout number.

In case of confusion you can get an overview of your account movements from the Merchant’s Portal. Note that the Excel export file provides even more detailed data including the balance before and after every account movement.

You can choose under Merchant Portal Settings menu whether payouts are done on every working day (default option), weekly or monthly.

In case of daily payouts, most payments are normally paid out on the next working day. NB! VISA/MasterCard payments are paid out with a 7 day delay (if the 7th day lands on a weekend then the next bank day).

Note that no payouts are settled during Estonian national holidays nor on any other banking holidays of SEPA payments scheme (there are some exception depending on the banks).

You can get an overview of all past payouts from the Merchant Portal menu “Payouts”.

Note that each incoming transaction would not have its own payout. Instead we pool together all your transactions and generate a single payout on the next working day. Details of every transaction can be seen on the Merchant’s Portal.

Open the menu “Account Statement” for detailed overview. Each transaction that has already been included in a payout has a reference to the Payout ID in the respective column.

If you want to see how the payout sum was calculated and what transactions were included open the “Payout” menu and click on the payout number. Now you can see all that was included and deducted from that payout.

In order to perform a refund open the “Transactions” view in the Merchant Portal and click the transaction ID in the first column. Then choose the amount that you wish to refund and click “Make a refund” and “Confirm”.

We recommend to fill the comment box (for your internal use), it is easier to know later what was the refunding reason, but it is optional and does not affect the refund.

You must have enough funds in your shop balance to make the refund. If there is not then you can make a deposit directly to your MakeCommerce shop account by logging in and going under “Billing” -> “Deposits” where you can see the necessary bank requisites.

NB! It is important to note that if you make a deposit to your shop account you must initiate the refund at the latest the next business day, because otherwise the deposit will be transferred back to you via regular MakeCommerce payout after 2 days. The deposit transfer will be on your shop account 15 min – 3h depending on your home bank.

Contact if you have trouble making a refund.

Note that refunds cannot be cancelled.

There is no additional transaction fees for making a refund, but we do not return previously taken transaction fees for the initial successful transaction.

The customers usually receive refunds for bank payments on the next working day.

Visa/Mastercard payment refunds reach the client’s card within 7 work days.

The refund process for the merchant is the same as any other refund. More detailed instructions can be found here.

The merchant does not have to communicate with the pay later solution provider. The communication will be resolved between the client and the financier.

Please find all requirements for merchants here.

If your web page meets all the requirements please send us a New Merchant application that you can find here.

Our support team will process your application, contact you via email and may ask some additional questions.

For accepting banklink payments it is not obligatory, because to complete the payment, the customer is directed to MakeCommerce payment gateway which uses secure connections. But to increase your online stores credibility and business security, we recommend using SSL certificate.

To accept credit card payments your store must use https.

As a payment provider we are obligated to obey European Union and Estonian laws and regulations. Therefore we do everything we can to know our customers and for example prevent money laundering. The number of money launderers, terrorists and other criminals targeted by these rules make up a negligible share of the population, but without knowing our customer – which entails asking for information – it isn’t possible to distinguish criminals from ordinary citizens or law-abiding business people

If verifying your identity is required, our customer support will reach out to you by sending you a unique link. It’ll take you to Veriff where you can easily and quickly verify your identity.

Estonian-based Veriff is a leading virtual identity verification service provider, working with international clients since 2016. By following strict privacy and data protection principles they’ve built a reliable service for safe and convenient identification. You don’t have to worry about your data being breached or passed on to third parties.

The entire process takes place on or on its sub-domain. A computer webcam or a smartphone camera will be used to complete the verification process. Before you begin,  please make sure…

  • … that the room is well lit for capturing photos
  • … to have your ID card or passport ready
  • … you’re in the room alone or are not disturbed or spied on
  • … you’re focusing on verification and are not engaged in other activities

During the identification process you are asked to take photos of both sides of your document. Make sure your name, date of birth and document number are clearly visible. There should be no stains, glares or reflections on the photos.

You are also asked to take a photo of yourself. Please stand in front of neutral background, light gray for example and look straight into the camera. If you are wearing glasses make sure your eyes are visible.

The whole process only takes a couple of minutes.

If you have any questions prior or during the verification, please contact our support team.

As a payment service provider we obey strict European Union laws and regulations on data protection and privacy. We don’t have the right or need to use your data in any other way other than to offer our services. You can read our privacy policy here.

When an online shop/web page is using Visa/MasterCard payment methods, the merchant must know the following:

  • VISA/MasterCard payments are paid out with a 7 day delay (if the 7th day lands on a weekend then the next bank day).

  • For Visa / Mastercard card payments, the transaction limit is 1000 € to minimize the risk for all parties. The limit may exceptionally be increased in certain cases. Please let us know if this is necessary.

  • The merchant is responsible for all the transactions made in the web-environment. The merchant must take all possible measures to prevent fraudulent transactions in its web-environment. It is important to follow the principle “Know your client” which involves collecting relevant information regarding your online shop from clients and preserving documents related to transactions.
  • It must also be taken into account that the cardholder can initiate a dispute over the card transaction through his / her bank, if successful the merchant will lose the entire amount and also the processing fee of 30 €.

fraudulent transaction is an action, when a debit or credit card is used for malignant purposes and the goal is to use third parties means for benefiters own gain. Card frauds are often related to identity theft and a criminal offense. *These days card fraud is not so common since MakeCommerce uses 3D Secure which asks the buyer to also authenticate themselves in their bank.

A chargeback is a form of customer protection provided by the issuing banks, which allows cardholders to file a complaint regarding fraudulent or otherwise dissatisfactory transactions on their statement. The reasons for chargebacks can vary from fraudulent transactions, items not received, credit not processed, technical problems, merchandize not received etc.

Also, note that merchant accounts receiving too many chargebacks can be labeled by credit card companies as fraudulent, and this can be potentially damaging to the image and the existence of your business.

Before all the necessary information is gathered from the client, we ask not to issue any products/services if possible.

In order to avoid card transaction chargebacks:

  1. Contact information and customer support. Merchant contact info must be easily findable and correct in the online shop/web-environment, so that the client could contact the merchant directly in case of any questions.
  2. Terms and conditions of purchases, returns and deliveries. If clear, thorough and easily findable terms and conditions are on the online shop/web-environment page, it minimizes the risk of chargebacks.
  3. Order confirmation. After confirming the order, it’s best to send the client an e-mail to the address they provided and another confirmation after issuing the merchandise, where merchants, orders and delivery address information is brought out.


To prevent fraudulent transactions, the merchant must monitor actively and constantly its online shop/webpage transactions and keep in mind the following points:

1. Clients delivery addresses. If the delivery address is different than the clients/payer address and delivery address is a hotel, guesthouse, international postal mediator service or post-office box or the products are usually delivered to Estonia or to the Baltics, but the delivery address is outside the usual area, the merchant should contact the client. It’s also important to keep in mind whether the repeating names and addresses are the same.

2.  Frequent transactions form the same person. If there are very frequent transactions from one person/one IP address, then it is basis for contacting the client and asking additional information. Extra attention should be shown to clients, who have several unsuccessful transactions and finally a payment comes through. This means there might be different credit cards used or other sort of fraudulent activity.

3. Client contact info. Merchant must be able to contact the client to specify transaction details and therefore the online shop/web-environment must preserve as much information as possible of the client. The necessary information includes client name, a working e-mail, contact phone number, delivery address, note box when placing the order. In case of incomplete contact information it should be specified and if that’s not possible, make a refund without sending out any merchandise.

4. Very large amount of merchandise. If an order of an unusually large amount is made in the online shop, then the merchant has a right to ask for clients identification document copies. Extra carefulness is advised with new clients, who order big amounts of merchandise which is easily re-sellable.

5. Orders from unusual location. Like with delivery addresses, it is necessary to pay attention to orders coming from unusual locations, especially outside of Europe. In case of any suspicions the online shop should contact the client and ask for additional information and copies of identification documents.

MakeCommerce will contact the merchant to specify a transaction when there is a suspicion of a possible fraudulent transaction, payer (“client” from now on) has reported the transaction as fraud or the merchant has been issued a chargeback.

Reacting to these situations is very time-sensitive and right actions help the merchant save money and time.

A chargeback is a form of customer protection provided by the issuing banks, which allows cardholders to file a complaint regarding fraudulent or otherwise dissatisfactory transactions on their statement. The reasons for chargebacks can vary from fraudulent transactions, items not received, credit not processed, technical problems etc.

An additional chargeback fee is usually 30 Euros.

If there are transactions made with a stolen or forged credit card in the merchants web-environment and MakeCommerce has not been able to detect or stop these transactions, then the merchant is responsible for charges fraudulently imposed on a customer.

If MakeCommerce has notified the merchant of a card transaction chargeback, then merchant must follow these steps:

  1. MakeCommerce will contact the merchants contact person within 1 work-day (starting from gaining knowledge of transaction chargeback) and following actions will be agreed upon.
  2. Merchants contact person must reply to MakeCommerce’s e-mail within 1 work-day at to notify MakeCommerce of the fact that they have received the information and as soon as possible send the proof if they want to dispute the claim.
  3. MakeCommerce will reply within 1 work-day to merchant contact person e-mail address, notifying of agreed upon actions and will continue to notify the merchants if any new information is received for the chargeback in question.