❓ FAQ

General

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 bottom left corner.

Connecting

How can I connect my website to the Buckaroo account?

• To connect your website, you need the correct keys. Further information is available on the connection with Buckaroo page. The Beginners guide can also be helpful for the first steps.

Registration

Can I already register my Buckaroo account?

• Yes, you can register on the Buckaroo registration page. It takes only a few minutes.

What is a KYC-check?

• KYC (Know Your Customer) is the process of collecting relevant information about a customer and checking for potential risks such as money laundering or financing of terrorism. Buckaroo is legally required to perform this check.

What information do I need to provide to complete the KYC?

• A copy of identification for all UBOs (e.g., passport, identity card, driving license) and a bank statement or bank card not older than 3 months.

What if my KYC is not approved?

• If the company does not meet the KYC requirements during manual customer due diligence, the cooperation will be terminated, and payments will be refunded to the consumer.

Buckaroo Plaza

What is the Buckaroo Plaza?

• An online environment where merchants can:
  • View transaction and invoice information
  • Perform financial actions like creating payment requests, processing refunds, and granting approvals
  • Configure technical settings for linked webshops

How can I request a new password for the Buckaroo Plaza?

• Click "forgot password" on the Buckaroo Plaza login screen. You will be redirected to this page.

Why is my refund 'on hold'?

• If there is not enough balance available, the refund will be saved for re-execution. Re-execution can be done from Transactions > Rejected refunds and payment orders.

Plugins

How can I link my website to Buckaroo?

• Use the website key, secret key, and possibly a certificate. More information is available on our documentation page Connection with Buckaroo.

Which webshop plugins does Buckaroo support?

• You can find the plugins on the Plugins page.

How do I configure my plugin?

• Use the manuals and data from Buckaroo Plaza to connect the plugin to Buckaroo: Plugins.

Payment Methods

Which payment methods are used in which countries?

• Refer to the overview per country to see available payment methods.

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).

Integration

Where can I find technical documentation about the API connection with Buckaroo?

• Technical information is available under 'Payment methods' and 'API docs' in the menu.

Can you send invoices or transaction requests in bulk?

• Yes, through File upload or batch API.

Financial

Where can I find the overview of costs charged by Buckaroo?

• Costs are specified on the monthly invoice sent by email and viewable under Financial > Buckaroo invoices in Buckaroo Plaza.

How can I change the email address where I receive my invoices?

• Notify us by sending an email to [email protected].

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?

• Manually approve refused refunds via Transactions > Rejected refunds and payment orders > Select all refunds > Actions > Resettle selection.

How can I ensure there is always an available balance to perform refunds?

• Set a payout threshold. Requests can be sent to [email protected] with "URGENT – Set Minimum balance after payout" in the subject line.

There is not enough balance, how do I raise my balance to perform extra refunds?

• Go to Financial > Accounts and statements > Actions > Top up the balance in Buckaroo Plaza. Choose from iDEAL, Bancontact, or Transfer. Note that transfers take 2-3 working days.

When will the money in the Buckaroo account be paid out?

• Funds are paid out once a week on Wednesday by default. This can be adjusted under My Buckaroo > Accounts.

Transactions

How do I process a refund?

• Process refunds via Buckaroo Plaza, by uploading a batch file, or via the back-end/API of your website. More information can be found here.

Can I charge a surcharge on the payment methods I offer?

• Surcharges are not allowed for debit cards, credit cards (Visa, Mastercard), bank transfers, and direct debits since the introduction of PSD2 (February 2019). Surcharges for other methods like PayPal, iDeal, and Klarna cannot exceed the actual cost.

How will I be notified of the upcoming status of a transaction?

• Push notifications can be sent for each transaction, and email confirmations can be set in Buckaroo Plaza under My Buckaroo > Websites > 3.0 settings > Send an email notification when a transaction completes.