Frequently asked questions
Where can I find the access code to contact Buckaroo's Merchant support?
You can find the Access code in the Buckaroo Plaza at the "Contact details" button in the left corner below
How can I connect my website to the Buckaroo account?
To connect your website, you need the correct keys. You can find further information at the following page: connection with Buckaroo The following page can be helpfull for the first steps: Beginners guide
Can I already register my Buckaroo account?
Yes, we are 24/7 available for the first steps. You can register on the following page: www.buckaroo.nl/start
On this page, you can create a Buckaroo account within a couple of minutes.
What is a KYC-check?
KYC stands for Know Your Customer. This is how we call the process where we collect and review relevant information about the customer and then check for possible risks related to money laundering, financing terrorism, or sale of high-risk products. We must do this in order to comply with existing legislation and regulations (Wwft).
What if my KYC is not approved?
Every new onboarding undergoes an automated quick scan in which Buckaroo scans the Chamber of Commerce registration. It is possible that a company passes the quick scan and can immediately process live transactions. If later, during the manual customer due diligence it appears that the company does not meet the KYC requirements, the cooperation must be terminated immediately. Payments are immediately refunded to the consumer and do not end up with the company. Please be aware of this risk if your account has not yet completed the KYC process.
What is the Buckaroo Plaza?
The Buckaroo Plaza is an online environment where you can find the overviews of transactions, invoices and where costs accounting can be consulted. Click on the following link to go to the Buckaroo Plaza: Buckaroo Plaza
How can I request a new password for the Buckaroo Plaza?
Click on "forgot password" in the login screen from the Buckaroo Plaza. You will be send to the following page: https://plaza.buckaroo.nl/Login/LostPassword
Why is my refund 'on hold'?
If there is not enough balance available then the refund will be saved for re-execution
Re-execution is possible from the tab Transactions > Rejected refunds and payment orders.
Which webshop plugins does Buckaroo support?
You can find our plugins on the following page: Plugins
How do I configure my plugin?
You can use the following manuals in combination with the data from the Buckaroo Plaza to make a connection between the plugin and Buckaroo: Plugins
Which payment methods are being used in which countries?
Please refer to the following overview to see which payment methods are available for each country: Overview per country
Which currencies are supported by Buckaroo?
- Euro (EUR)
- British Pounds (GBP)
- Polish Zloty (PLN)
- Danish Kroner (DKK)
- Norwegian Kroner (NOK)
- Swedish Krona (SEK)
- Swiss Francs (CHF)
- US Dollars (USD)
Where can I find the technical documentation about the API connection with Buckaroo?
Technical information regarding the transaction requests and responses can be found in the API documentation on the following page: Integration
Can you send invoices or transaction requests in bulk?
Yes, you can use the manual on the following page File upload you can also use our batch API manual.
Where can I find the overview from the costs that Buckaroo is charging me?
Buckaroo specifies all costs on the monthly invoice that is sent to the merchant by e-mail.
How can I change the e-mail address where I receive my invoices?
You can ask this by e-mail via firstname.lastname@example.org
Which file formats of account statements does Buckaroo support?
MT940, CAMT053, CSV.
My refunds are stuck on the status Pending, what do I need to do?
When refunds receive the status "on-hold" because the account balance is too low for example, the refused refunds need to be approved manually. You can do this via: Transactions --> Rejected refunds and payment orders --> Select all refunds -- Actions --> Resettle selection.
Remark: When a refund is succesfully processed, the refund can not be cancelled or reversed afterwards.
How can I ensure that there is always an available balance to perform refunds?
To ensure that there is always a balance available to perform refunds, we advise you to set a “payout threshold”. This amount always remains after a payment. The threshold amount is always in whole euros and preferably in multiples of one thousand euros. The questions and requests regarding setting or raising a threshold may be sent to email@example.com. Please include URGENT – Set Minimum balance after payout in the subject line of the e-mail.
Please note that Buckaroo may require one or a few business day(s) of processing time to set the threshold.
There is not enough balance, how do I raise my balance to perform extra refunds?
Buckaroo heeft oplossingen om uw saldo te kunnen aanvullen: via iDEAL, Bancontact, KBC/CBC en Overboeken.
iDEAL, Bancontact, KBC/CBC: To raise the balance as soon as possible, an iDEAL, Bancontact or KBC/CBC transaction can be chosen. In the Buckaroo Plaza you have to navigate to Financial -> Accounts and statements -> Actions -> Raise balance. The balance is then topped up within approximately 30 minutes and can then also be used immediately to perform refunds.
Bank transfer: It is also possible to raise the balance via a bank transfer. The processing time for this option is 2 to 3 business days. In the Buckaroo Plaza you must navigate to -> Financial -> Accounts and statements -> Actions -> Raise balance and select the Bank transfer option. You must then manually transfer the money to the bank account specified in the payment screen. Don't forget to specify the payment reference.
How do I process a refund?
You can process a refund via the Buckaroo Plaza, by uploading a batch file or via the back-end/API of your website. More information about refunds / refunds can be found here: Refunds.
Can I charge a surcharge on the payment methods I offer?
Companies are no longer allowed to charge surcharges for payments by debit card, credit card (Visa and Mastercard), bank transfer and direct debit. This rule has been in effect since the introduction of PSD2 (February 2019).
This is allowed for other payment methods such as PayPal, iDeal and Klarna. But since June 2014, it cannot be more than the actual cost. For example, if a company itself pays €0.29 for a payment, no higher amount may be passed on to the customers. The costs vary per payment method. It remains unclear to customers what these 'actual costs' are.
It is also not allowed to set a payment fee for Riverty (AfterPay).
How will I be notified of upcoming statusses of a transaction?
A push is sent for each transaction containing the details of the specific transaction.