FAQ and troubleshooting

No. Buckaroo hosts the connector. You configure two additional fields and KYC in Mirakl, provide an operator API key, and integrate split payments in your checkout. See Installation and configuration.

About once an hour, for everything it does. Allow up to an hour before a change in Mirakl shows up at Buckaroo, or the other way round.

Euro (EUR).

A wide range of methods available for Buckaroo Split Payments, including iDEAL | Wero, Bancontact, cards, Riverty and SEPA Direct Debit.

No. It reads Mirakl through the operator API, so no webhook configuration in Mirakl is needed.

The shop is missing details needed for onboarding. Most often the IBAN (Payment information) or the contact phone number is empty. Once the seller adds them, the shop is submitted on the next run. Also check that KYC is enabled for shops in Mirakl.

The seller hasn't completed the onboarding at Buckaroo yet, or Buckaroo is reviewing the documents. Ask the seller to check for the onboarding e-mail from Buckaroo, including the spam folder. If they can't find it, contact Buckaroo support.

Buckaroo couldn't approve the seller. The connector doesn't resubmit refused sellers. Contact Buckaroo support to review the case or restart the onboarding.

Details are sent to Buckaroo once, at submission. Later changes in Mirakl don't reach Buckaroo. The seller must report the change to Buckaroo, who verifies it.

Check that the shop additional field exists with the code buckaroo-id exactly. If it does, contact Buckaroo support.

Check the following:

1. The order has a buckaroo-transaction-id. Orders without it are ignored.
2. The refund amount is more than €0. Lines of €0 are skipped.
3. The refund was made less than 3 days ago. Older refunds are not picked up.
4. At least an hour has passed since the refund.

If all of this is in order, contact Buckaroo support with the Mirakl order ID.

flowchart TD
    A["Refund not in Plaza"] --> B{"Order has<br/>buckaroo-transaction-id?"}
    B -- no --> B1["Fix the checkout: write the<br/>transaction key on every order"]
    B -- yes --> C{"Amount > €0?"}
    C -- no --> C1["Expected: €0 lines are skipped"]
    C -- yes --> D{"Made less than<br/>3 days ago?"}
    D -- no --> D1["Contact Buckaroo support"]
    D -- yes --> E{"More than an hour ago?"}
    E -- no --> E1["Wait for the next run"]
    E -- yes --> F["Contact Buckaroo support<br/>with the Mirakl order ID"]

A common cause is that the amount to take back from the seller or the operator is higher than the available balance, or that the original payment was already fully refunded. Failed refunds are not retried automatically. Contact Buckaroo support with the Mirakl order ID.

The seller pays back the refund minus the commission Mirakl returns, and the operator pays back that commission. The two parts add up to what the customer gets.

Check the following:

1. The document's payment status in Mirakl is PAID.
2. The document is less than 45 days old.
3. The seller's shop has a buckaroo-id. Without it the seller payout waits and is retried every hour.
4. At least an hour has passed.

flowchart TD
    A["No payout for a<br/>paid accounting document"] --> B{"Payment status<br/>PAID in Mirakl?"}
    B -- no --> B1["Mark the document as paid"]
    B -- yes --> C{"Less than<br/>45 days old?"}
    C -- no --> C1["Contact Buckaroo support"]
    C -- yes --> D{"Shop has<br/>buckaroo-id?"}
    D -- no --> D1["Check seller KYC status<br/>retried every hour"]
    D -- yes --> E{"More than an hour ago?"}
    E -- no --> E1["Wait for the next run"]
    E -- yes --> F["Contact Buckaroo support<br/>with the document ID"]

No. Every payout is recorded, and a successful payout is never sent again. If the connection to Buckaroo drops while a payout is being sent, the connector stops and Buckaroo checks the payout before the next run.

Don't mark that seller's accounting document as paid in Mirakl until you want to pay out. For other cases, contact Buckaroo support.

The connector pays out exactly the amounts on the Mirakl accounting document: the amount transferred to the seller and to the operator. Check commission and fee settings in Mirakl.