Payment Methods & Billing

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Wilson Serge Shalo Mbensie
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Understanding how payments work in the Shaloz Business Portal, managing payment methods, and viewing billing history.

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How Payment Works

Payment Flow:

1. Order Created (Pending)

  • No payment interaction
  • No charge or authorization

2. Order Fulfilled (Sent for Delivery)

  • Payment authorized (hold placed on card)
  • Amount held but not charged
  • Authorization can be released if cancelled

3. Delivery Completed

  • Payment captured (charged)
  • Money transferred from your account to Shaloz
  • Non-refundable (service rendered)

4. If Cancelled

  • Authorization released
  • No charge
  • Funds available again (1-7 days for bank to release hold)

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Payment Authorization vs. Capture

Authorization (Hold):

  • When: Order is fulfilled
  • What: Bank places hold on funds
  • Effect: Money reserved but not withdrawn
  • Duration: Held until delivery completes or cancelled
  • If Cancelled: Released, no charge

Capture (Charge):

  • When: Delivery is completed
  • What: Money actually withdrawn from account
  • Effect: Payment processed to Shaloz
  • Duration: Permanent
  • Refunds: Non-refundable for completed deliveries

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Managing Payment Methods

Accessing Payment Methods:

  1. Navigate to Settings page
  2. Scroll to Payment Methods section
  3. See all saved payment methods

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Adding a Payment Method

Step-by-Step:

1. Click "Add Payment Method" Button

2. Enter Card Details (Stripe Secure Form):

  • Card Number - 16-digit card number
  • Expiration Date - MM/YY format
  • CVC - 3-4 digit security code
  • Cardholder Name - Name on card
  • Billing ZIP - ZIP code for card

3. Click "Save Card"

4. Stripe Validates Card:

  • Card number validity
  • Expiration date
  • CVC correctness
  • Billing info

5. Card Saved:

  • Appears in payment methods list
  • Securely stored by Stripe (not Shaloz)
  • PCI-compliant
  • Can be set as default

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Viewing Saved Payment Methods

Payment Method List Shows:

  • Card Brand - Visa, Mastercard, Amex, Discover
  • Last 4 Digits - (e.g., 1234)
  • Expiration Date - MM/YYYY
  • Default Badge - If set as primary payment method
  • Actions:
  • Set as Default
  • Delete

Example Display:

Visa  4242
Exp: 12/2027
[Default] [Delete]

Mastercard  5555
Exp: 06/2026
[Set as Default] [Delete]

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Setting Default Payment Method

Why Set Default:

  • Used automatically when fulfilling orders
  • Saves time (no need to select each time)
  • Ensures consistent payment source

How to Set Default:

  1. Find payment method in list
  2. Click "Set as Default" button
  3. Default Badge appears on that card
  4. Previous default badge removed from old card

Default Used For:

  • All future order fulfillments
  • Automatic payments
  • Batch fulfillments

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Deleting a Payment Method

When to Delete:

  • Card expired
  • Card cancelled/replaced
  • No longer want to use that card
  • Security concerns

How to Delete:

1. Click "Delete" Button on payment method

2. Confirmation Dialog:

  • Warning: "Are you sure you want to delete this payment method?"
  • Card details shown

3. Confirm Deletion

4. Card Removed:

  • Disappears from list immediately
  • Cannot be used for future payments
  • Past payments unaffected

Important:

  • Cannot delete your only payment method
  • Must have at least one card on file
  • If deleting default card, set new default first

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Using Payment Methods for Fulfillment

When Fulfilling Orders:

Fulfillment Drawer Shows:

  • Order summary
  • Rate breakdown
  • Total amount to be charged
  • Payment Method Selector:
  • Dropdown of saved cards
  • Default card pre-selected
  • Can choose different card

Process:

  1. Select orders to fulfill
  2. Click "Fulfill Selected"
  3. Review order details and total cost
  4. Select payment method (or use default)
  5. Click "Pay & Fulfill"
  6. Authorization placed on selected card
  7. Orders sent to drivers

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Billing & Charges

What You're Charged:

  • Delivery fees for completed deliveries
  • Based on distance and package size
  • Shown upfront before you fulfill
  • Captured when delivery completes

What You're NOT Charged:

  • Monthly subscription fees (none)
  • Setup fees (none)
  • Cancellation fees (none)
  • Failed delivery fees (if driver can't complete)

Charge Timeline:

3:05 PM - Order fulfilled
          → $12.50 authorized (hold)

3:47 PM - Delivery completed
          → $12.50 captured (charged)

Next Day - Charge appears on card statement
          → "SHALOZ DELIVERY" or "STRIPE* SHALOZ"

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Viewing Billing History

Access Billing History:

Option 1: In Fulfillment Data

  1. Go to Fulfillment Data page
  2. Click "Completed" tab
  3. See all completed (charged) orders
  4. Each Order Shows:
  5. Delivery fee charged
  6. Date/time charged
  7. Payment method used (last 4 digits)

Option 2: Order Details

  1. Open any completed order
  2. View payment section:
  3. Amount authorized
  4. Amount captured
  5. Card used
  6. Timestamps

Export Billing History:

  1. Filter by date range
  2. Click "Export" (if available)
  3. Download CSV with all charges
  4. Use for accounting, reconciliation

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Payment Security

Stripe Integration:

  • All payments processed by Stripe
  • Industry-leading security
  • PCI DSS Level 1 certified
  • No card data stored on Shaloz servers

Security Features:

  • Tokenization - Card numbers never stored in plain text
  • Encryption - All data encrypted in transit and at rest
  • 3D Secure - Supported for cards requiring authentication
  • Fraud Detection - Automatic fraud prevention

Your Security:

  • Never share card details via email/phone
  • Keep your phone number secure (used for SMS login)
  • Log out from shared devices
  • Monitor billing history regularly
  • Report suspicious charges immediately

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Failed Payments

Why Payments Fail:

  • Insufficient funds
  • Card expired
  • Card declined by bank
  • Incorrect CVC
  • Billing ZIP mismatch
  • Card reported lost/stolen
  • Daily limit reached

What Happens:

When Authorization Fails:

  1. Fulfillment Blocked - Orders not sent to drivers
  2. Error Message shown:
  3. "Payment authorization failed"
  4. Reason (if provided by bank)
  5. Orders Remain Pending
  6. No Charge

What to Do:

  1. Check Card Details:
  2. Not expired
  3. Sufficient funds
  4. Correct billing info
  5. Try Different Card
  6. Contact Bank:
  7. May have blocked charge
  8. Ask them to allow Stripe/Shaloz charges
  9. Try Again:
  10. Fix issue
  11. Re-attempt fulfillment

When Capture Fails (Rare):

  • Authorization succeeded but capture failed
  • Delivery may still complete
  • Contact support immediately
  • Provide order ID
  • Support will resolve

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Refunds

Shaloz Refund Policy:

Refundable:

  • Cancelled orders (authorization released, not technically a refund)
  • Failed deliveries (driver couldn't complete)
  • Service issues (contact support)

Non-Refundable:

  • Completed deliveries
  • Package was delivered (even if customer unhappy)
  • Wrong address provided by you

How to Request Refund:

  1. Contact Support:
  2. Email: support@shaloz.com
  3. Provide order ID
  4. Explain situation
  5. Support Reviews:
  6. Checks delivery status
  7. Reviews issue
  8. Determines eligibility
  9. Refund Processed:
  10. If approved
  11. Returns to original payment method
  12. 5-10 business days

Customer Refunds:

  • Shaloz doesn't handle customer refunds
  • You refund customer in WooCommerce/your system
  • Request Shaloz refund separately if delivery failed

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Disputes and Chargebacks

Disputing a Charge:

If You Believe Charge is Incorrect:

  1. Review order details first
  2. Check delivery was completed
  3. Verify amount matches rate shown
  4. Contact Shaloz support:
  5. Before disputing with bank
  6. support@shaloz.com
  7. Provide order ID and details
  8. Support Investigates:
  9. Reviews delivery
  10. Checks for errors
  11. Issues refund if warranted

Chargebacks:

  • Avoid chargebacks - contact support first
  • Chargebacks hurt your account standing
  • May result in account suspension
  • Resolve with Shaloz directly whenever possible

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Payment Method Best Practices

Use Business Card:

  • Dedicated business credit/debit card
  • Easier accounting
  • Separates business/personal expenses

Keep Cards Updated:

  • Update expiration dates
  • Replace expired cards promptly
  • Update if card reissued

Set Realistic Credit Limit:

  • Ensure sufficient credit for daily deliveries
  • Consider peak delivery days
  • Monitor credit availability

Regular Reconciliation:

  • Review charges monthly
  • Match to delivery history
  • Export data for accounting
  • Verify all charges legitimate

Multiple Cards:

  • Have backup payment method
  • In case primary card declines
  • For different accounting categories

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Tax and Accounting

Sales Tax:

  • Included in delivery fee shown
  • Calculated based on delivery location
  • Shown in rate breakdown
  • Included in total charge

For Accounting:

  • Export completed orders
  • CSV includes all charge details
  • Use for bookkeeping
  • Consult accountant for tax treatment

1099 Forms:

  • Not applicable (you're paying Shaloz, not receiving income)
  • Shaloz handles driver 1099s

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Common Payment Issues

Issue: "Payment Method Declined"

Solutions:

  • Check card hasn't expired
  • Verify sufficient funds/credit
  • Contact bank (may have blocked charge)
  • Try different card
  • Update billing ZIP code

Issue: "Invalid Card Number"

Solutions:

  • Double-check card number
  • No spaces or dashes (system removes automatically)
  • Ensure 16 digits (most cards)
  • Try typing manually instead of copy/paste

Issue: "Card Expired"

Solution:

  • Remove expired card
  • Add new card
  • Update expiration date if card still valid

Issue: Authorization Hold Not Released

Cause: Bank-side delay

Solution:

  • Shaloz releases immediately when cancelled
  • Bank takes 1-7 days to show in your account
  • Contact bank if >7 days
  • Contact support for proof of release

Issue: Charged Twice for Same Order

Cause: Likely two separate orders

Solution:

  • Check order IDs
  • Review Fulfillment Data for duplicate orders
  • Contact support with order IDs
  • Refund issued if legitimate error

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Need Help?

Payment Method Issues?

  • Can't add card: Check card details, contact bank
  • Card declined: Contact bank, try different card
  • Need to update: Delete old, add new

Billing Questions?

  • Review order details in Fulfillment Data
  • Export billing history
  • Contact support: help.shaloz.com

Refund Requests?

  • Contact support with order ID
  • Explain situation

Provide any relevant documentation

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