AlertPay Sellers Guide

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AlertPay Seller Guide
Everything you need to know about selling and running a business
online with AlertPay

Getting Started �� page 2 Withdrawing your money �� page 23
To-do checklist How to add a bank account TABLE OF
Sign Up and Account Types �� page 3 U.S. and Canada
International (outside U.S. and Canada)
CONTENTS
Sell online with Personal Pro
Manage one or more businesses with a How to initiate a Bank Transfer withdrawal
Business account How to initiate a Bank Wire withdrawal
Other Account Types �� page 4 How to withdraw by Credit Card
Raise money for a worthy cause with a Do- How to withdraw by Check
nation account (Coming soon) About “business days”
Stop signing checks — open a Payment ac- About mail withdrawals
count! (Coming soon) Depositing your money�� page 28
Email Validation �� page 5 Initiating a bank transfer in Canada/United
Your Customers and AlertPay Account Setup States
Initiating a bank transfer outside Canada/
Account Verification �� page 6
United States
Required verification procedures
Business account verification for US and Inter-
Initiating a bank wire (worldwide)
national members Depositing by money order or certified/ca-
Bank Account Confirmation (US only) shier’s check
Credit Card Validation About “business days”
Phone Validation (Mobile phones only for About mail deposits
members outside of North America) Sending Money �� page 31
Submission of a corporate document Sending money with a credit card
Business account verification for Canadian Send money from your AlertPay balance
members Sending Invoices �� page 32
Bank Account Confirmation
Credit File Confirmation
Sending an invoice reminder email
Attestation (with supporting documents) Cancelling an invoice
Authorized signatories can be one of the fol- Customer Issues and Loss Preven-
lowing: tion �� page 33
Website Review �� page 13 Granting Refunds
How to get started Transaction Disputes and Resolutions
Business Tools and Integration Reversals and Chargebacks
�� page 14 Reversals
Chargebacks
Choosing your payment email
Changing your email address Effective Communication
Tips for Sellers
Personal Pro account holders
General communication with buyers
Business account holders
Setting up your seller Terms of Service (TOS) Online content for sellers about AlertPay
With credit card
Fraud Prevention and Security Without credit card
�� page 17 Benefits of AlertPay
Fraud Prevention Team
Privacy and Security for your Buyers
Accepting Payments �� page 18
One-time Payments
Subscription Payments
Credit Card Payments
Possible issues you may encounter
E-wallet Services
Requesting Money
How to request money
Receiving Fees
Currencies

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+1(514) 748-5774 • bizdev@alertpay.com • www.AlertPay.com

GETTING To-do checklist
STARTED Before you can start selling online and collecting your payments or running your
business, make sure to complete the following tasks:

1. Open an account and select your preferred
account type.
2. Create a confidential password (to login) and
a Transaction PIN (to authorize transactions
and account changes).
3. Validate your email address.
4. Complete account verification process.
5. Complete a Website Review.
6. Add a bank account (if necessary and
applicable).
7. Add a credit card (if necessary and
applicable).
8. Enter secondary emails (if necessary).
9. Set up your Business profile(s) if you have a
Business account.
10. Generate your payment or subscription
buttons through integration (Standard or
Advanced).
11. Integrate provided AlertPay web content
into your checkout process (before AlertPay
payment screen preferably, so the customer
knows that they will be using us to pay for your
product).
12. Become familiar with how to use your account
(how to manage your businesses and
payments; how to deposit and withdraw funds;
how to grant refunds and resolve customer
disputes; etc…)

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Getting started with AlertPay is easy. Just click the “Sign Up” button, choose SIGN UP AND
your account type and you’re on your way to selling online or running your online
ACCOUNT TYPES
business! There are a few different account types to choose from and each one can
help you accomplish a different goal. Read more:

Sell online with Personal Pro
If you want to sell online, try the Personal Pro! This account offers access to several
business tools to help you succeed online. The benefits are many:

• Low receiving fee of 2.5% + $0.25 per transaction*.
• Accept credit card payments.
• Access to Business Tools, such as “Buy Now” and “Subscribe Now” buttons
and Instant Payment Notification.
• Send mass payments to groups of people.
• Multiple currencies to accept worldwide payments.
• Earn money through referrals.**

*4.9% + $0.25 for credit card payments.
**Referrals must open a Pro/Business account and transact at least $250 USD.

Manage one or more businesses with a Business account
The Business account is tailored for the online business owner and is equipped with
practical tools and features. Guaranteed to make running your business easy and
safe, our effective security measures will give you the peace of mind you need to run
your business with ease. Here are some great features and benefits:

• Conduct business under your company name.
• Low transaction fees of 2.5% + $0.25 per transaction*.
• Accept credit card payments.
• Manage multiple online businesses with one account.
• Use our “Buy Now / Subscribe Now” buttons for single and recurring
payments.
• Easy to integrate into third-party applications.
• Send payments to multiple people at once.

*4.9% + $0.25 for credit card payments.

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OTHER Raise money for a worthy cause with a Donation
ACCOUNT TYPES account (Coming soon)
The Donation account makes it easy and cost-effective to raise and manage money
for your charitable organization. Here are a few good reasons to try it out:

• Accept donations by credit card and AlertPay balance*.
• No registration, monthly or annual fees.
• Donors do not need an account to make a donation.
• Manage multiple online charities with one account.
• Access to AlertPay members in 190+ countries.
• Save on administrative fees.
• Sliding scale available.

*You cannot send money or make payments with this account. You can only receive money.

Stop signing checks — open a Payment account!
(Coming soon)
If you need to pay partners, suppliers, salaries, referral rewards, bonuses and
commission payments, the Payment account will save you time and money since
you will not have to sign and deliver any more checks. Just click a button and
everyone gets paid instantly:

• Distribute payroll, commission payments, bonuses and rewards.
• Save time, money and trees!
• A flat fee of 2.5% to a maximum of $4.00 per transaction may apply.
• Manage multiple online businesses with one account.
• Send mass payments.
• Make payments in any of the 23 currencies we support.

Only approved businesses can use the Payment account. If you are interested,
please submit your request to “Business Development” through our Support Center.

If you do not own or operate a business and only want to
shop online, you may be interested in a Personal Starter
account. You can shop online and receive up to $400
a month at no charge. Visit our Shop Online portal for
more information.

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To complete the registration process, you will have to validate your email address. EMAIL
If you signed up through the AlertPay website or made a payment through a seller’s
website, you will receive an email with a link. Click on the link and enter your email
VALIDATION
address and the password you created when you signed up for your account.

If you made a payment through a seller’s website, yYou will be prompted to create a
new password. Please make sure to keep your password confidential at all times.

This is what a validation email looks like:

Your Customers and AlertPay Account Setup
Your customers do not have to open an AlertPay account; they can make their
payment and that’s all. They will only have to open and validate an AlertPay account
if they make more than three online payments through our service. But if most of
your customers are one-time customers, then they never have to bother opening an
account. Their payments are automatic and completely secure.

Please note that if they wish to pay by credit card, they will have to enter a validation
code they will receive by phone to complete their payment.

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If you cannot find the validation email:
If you cannot find the validation email sent to you, please check your
spam or junk folders. Depending on your email service, you may be able
to configure your security settings to receive emails from email addresses
ending in “@alertpay.com”. Alternatively, you may need to contact your
Internet Service Provider to assist you with this matter.

If you still cannot find the validation email, please contact Customer
Support and we will send it to you again.

ACCOUNT You do not have to worry about the risks associated with selling online when you
work with AlertPay! With sophisticated identity verification measures in place, you
VERIFICATION can start selling almost immediately.

If you want to sell online, withdraw your funds, lift transaction limits and enhance
customer trust, get verified as soon as possible. There are a few steps involved, but
your account will be verified in no time if you complete the necessary steps.

Required verification procedures
Business account verification for US and International members
Verification measures for US and International members include but are not limited
to the following (two of three for US members and one of two for International
members; all must submit a corporate document, depending on business type):

• Bank Account Confirmation (US only)
• Credit Card Validation
• Phone Validation (mobile phone only for members outside
North America)
• Submission of a corporate document

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To start the verification process, just follow these steps:

1. Login to your AlertPay account.
2. Under “Profile”, click on “Personal”.
3. Select “Verification”.
4. Complete as many verification procedures as specified on the
page.
5. If you have a Business account, you must also submit a proof
of ownership for your business.

Bank Account Confirmation (US only)
Once you add your bank account for electronic funds transfer, we send two micro
deposits - each one under $0.15 - to confirm that your bank account is valid. Please
note that you must confirm these micro deposits in your AlertPay account.

To complete a Bank Account Confirmation, please follow these steps:

2. Click on “Become Verified”.
3. Under “Verification Type”, select “Bank Account
Confirmation”.
4. Choose country where your bank account is located and click
on “Next”.
5. Choose “Bank Transfers” and click on “Next”.
6. Enter bank details and click on “Next”.
7. Review details, accept the EFT authorization and confirm.

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Credit Card Validation
For Visa and MasterCard validation, we send $0.01 to your credit card. A four to
six-digit credit card validation code will also appear on your credit card statement
next to the micro deposit. After you submit this code to AlertPay, your limit will be
automatically increased.

For American Express validation and for some Visa and MasterCards that cannot
receive validation codes, we will charge your card an amount between $1.00-2.00.
When this charge appears on your credit card statement, you must confirm the
exact amount in your AlertPay account; afterward, you will be refunded for the
charge to your AlertPay account.

Please note that you will not receive a validation code for AmEx credit card
validation.

How to validate Visa/MasterCard
To complete our credit card validation process, please follow these instructions:

1. Login to your account and click on the “Profile” tab.
2. Under “Personal”, click on “Verification”.
3. Click on the “Become Verified” button.
4. Under “Verification Type”, select “Credit Card Validation”
and click on “Next”.
5. Add a credit card to the account if necessary.
6. Once you have added your card, click on the “Validate Card”
link next to the appropriate card.

In 2-3 business days, a validation code will appear on your credit card statement.
Once you receive it, you must confirm it in your AlertPay account.

If you do not use online banking, you may call your bank for your validation code or
wait for your monthly statement. While you wait for your validation code, you may
still use your credit card to make purchases.

Once you obtain your credit card validation code, please log into your AlertPay
account and select the credit card you are attempting to validate and submit the
credit card validation code.

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Phone Validation (Mobile phones only for members outside of
North America)
To validate your phone number, you will be prompted to choose a phone number
listed in your account. You will also be given the option of adding a new number.

After choosing or adding a phone number, select “Request validation code” and you
will receive an automated phone call or text with a validation code. You must enter
the code in the provided field.

Once you enter the code, phone validation will be complete. Please note that we are
not responsible for any texting fees your phone company might charge you.

Submission of a corporate document
You will need to submit a scanned copy of your proof of ownership/corporate
document, such as one of the following:

• Article of Incorporation
• General Business Registration
• Certificate of Good Standing
• Doing Business As
• Tax Registration

Please ensure the following requirements are met for the proof of ownership
document:

• The document must be dated within
the last year.
• The document must clearly bear
your name and business name.

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You can either upload your scanned document into the system or send it in the mail.

To upload document:

2. Click on the “Become AlertPay Verified” link.
3. Click on “Upload Now”.
4. Select a document type.
5. Select a form type “Upload scanned document”.

To mail document:
Send the photocopies of your documents and a cover letter stating your full name
and AlertPay email address to the following address:

AlertPay Inc.

Business account verification for Canadian members
If you reside in Canada, account verification is different than it is for the rest of
our members. You must complete two of the three following simple procedures by
logging into your AlertPay account clicking on “Become AlertPay Verified” in the
Message Center:

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• Bank account confirmation
• Credit file confirmation
*This will not affect your credit in any way.
• Attestation with photo ID and proof of address

Please note that you will still have to submit a proof of ownership with your two
verification submissions.

Bank Account Confirmation
Once you add your bank account for electronic funds transfer, we send two micro
deposits - each one under $0.15 - to confirm that your bank account is valid. Please
note that you must confirm these micro deposits in your AlertPay account.

To complete a Bank Account Confirmation, please follow these steps:

3. Under “Verification Type”, select “Bank Account
Confirmation”.
on “Next”.
5. Choose “Bank Transfers” and click on “Next”.

Credit File Confirmation
For Credit File Confirmation, we submit your name, address and date of birth to a
credit bureau to verify your identity. You are *not* required to submit your Social
Insurance Number or Driver’s License. Credit File Confirmation *will not* affect your
credit in any way.

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To complete a Credit File Confirmation, please follow these steps:

3. Under “Verification Type”, select “Credit File Confirmation”
and click “Next”.
4. Fill in the necessary information. Please do this carefully
as you will only have one chance to submit a Credit File
Confirmation. If you submit incorrect information, you will have
to use another verification procedure.
5. Click “Next”, then “Finish”.

Attestation (with supporting documents)
An Attestation is a form that you must fill out and have signed by an authorized
signatory. To get the form signed, you must provide the authorized signatory with a
proof of address and a photo ID. Once signed, you must submit the form with your
proof of address and photo ID to us.

To submit an Attestation, please follow these steps:

3. Under “Verification Type”, select “attestation form” which
appears in green. You will be able to view the form.
4. Print it out, bring it to your authorized signatory, have them fill
out the form and sign it. You must also present them with a
valid proof of address and photo ID.
5. Then follow steps 1 - 2 again. Under “Verification Type”,
select “Attestation”.

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6a. To mail the document, click the “I want to mail in my
documents” box and send the Attestation, photo ID and
proof of address to the address provided. See section on
Verification.
6b. To upload the document, ensure that you have scanned it
into your computer, then click on “Browse” and select your
Attestation document.
7. Click “Next”, then “Finish”.

Authorized signatories can be one of the following:

• Court clerks and deputy clerks
• Lawyers
• Notaries
• Mayors, clerks and secretary-treasurers in all municipalities, but only within
the limits of their municipality
• The Secretary General, associate secretaries general and associate
secretaries of the National Assembly
• Justices of the peace
• Doctor, chiropractor, optometrist, school principal, dentist, pharmacist,
chartered accountant, professional engineer or veterinarian.

Aside from account verification, all sellers must complete a website review to accept WEBSITE
credit cards payments through a website “Buy Now” button. You will also have to
complete this process to accept credit card payments through an email “Buy Now”
REVIEW
button. The process is quite simple and requires submission of the following:

• Your business’ URL
• A completed questionnaire with links to your Terms of Service, Refund
Policy and other important content

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Please note that Website Review is not required for credit
card payments made through “Send Money”.

How to get started
Submitting your website/business for review is simple and fast. Just follow these
instructions:

2. Click on “Profile”.
3. Under “Business”, click on “Websites”.
4. Add a website and click on “Start Now” under “Review
Status”.
5. Submit your website and complete a brief questionnaire.

BUSINESS With an AlertPay Personal Pro or Business account, you have access to a wide
variety of tools that will help make running a business easier than ever. You can find
TOOLS AND in-depth documentation on the following in the AlertPay Developers’ Community:
INTEGRATION
• Easy Integration
• “Buy Now” and “Subscribe Now” buttons
• Instant Payment Notifications
• Various APIs
• Compatible with several third-party shopping carts

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You can also manage multiple business profiles and receive payments for each of
them with one AlertPay account. Sub-accounts, also known as “business profiles”,
usually have their own email address so that you can accept separate payments
through each business.

Add a business profile by following these simple instructions:

2. Click on “Business Tools”.
3. Under “Standard Integration”, click on “Manage Business
Accounts”.
4. Click on “Add”.
5. Enter required information for new business profile, including
email addresses and URL.

Choosing your payment email
You must select an email through which you would like to receive your payments.
When you create your AlertPay “Buy Now” button, you enter the email address
where you want your payments to be sent.

Follow these steps to choose your payment email:

2. Click “Profile”.
3. Under “Business”, click on “Personal Pro” or “Business”,
depending on your account type.
4. Select an email address from the drop-down menu next to
“Email Address”.

If you want to add another email address and select that one for your payments,
please see the instructions for “Changing your email address”.

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Changing your email address
If you would like to change the email address that is displayed on your business
profile, please follow these steps:

Personal Pro account holders

3. Under “Business”, click on “Personal Pro account”.
4. Enter a new email address or click on “Use an existing email
address” to select one from the list.
5. Click on “Update”.

Your customers will now be able to pay you at the email you specified in your
business details. Note that you may have to create your “Buy Now” buttons again to
reflect the email change.

Business account holders

3. Under “Business”, click on “Business Profiles”.
4. Click on “Edit” icon for respective business.
5. Enter a new email address or click on “Use an existing email
address” to select one from the list.

Your customers will now be able to pay you through the email you mentioned in
your business details. Note that you may have to create your “Buy Now” buttons
again to reflect the email change.

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Setting up your seller Terms of Service (TOS)

2. Click on “Business Tools”.
3. Under “Resources”, click on “Terms of Service”.
4. Select the business profile email address and click on “Add”.
5. Enter the name of TOS and the details of the policy.
6. Click on “Add” and your TOS policy will be saved.

You may also edit or remove your existing Terms of Service here.

Fraud Prevention Team FRAUD
Our highly skilled Fraud Prevention Team works tirelessly to identify and assess PREVENTION
threats while you concentrate on your business. AND SECURITY
If a transaction, account, credit card or verification document evokes the slightest
trace of suspicion our talented Fraud Prevention Team will know about it and act
accordingly. Here is a list of what our team performs to protect your business:

• Address Verification System
• Phone Validation
• Credit Verification Value
• GeoIP Tracking
• Transaction Filtering
• Transaction Monitoring
• Account Verification and Know Your Customer
• 128-bit SSL Encryption
• Credit Card Blacklisting

To further enhance the security of the payments made to your account, your
U.S. and Canadian customers must enter a phone validation code at checkout to
complete a credit card payment. Please note that they only have to enter this code
one time.

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Your customers will be prompted to wait for a phone call with a numeric code, which
they must enter to complete the payment. This is a very effective fraud prevention
tool with a 97% success rate - so you don’t have to worry about losing sales.
Although we highly recommend that you take advantage of this security measure,
you can disable it. Here’s how:

2. Under “Profile”, click on “Financial”.
3. Select “Payment Preferences” and make the necessary
changes.

Privacy and Security for your Buyers
Your customers can make payments to you from the comfort of their own home or
office without ever fretting about the security of their personal information. 128-bit
SSL encryption helps prevent eavesdropping and tampering when transmitting
personal information online. Sending info without SSL encryption is like passing a
private note that is written with permanent marker — anyone can see it. But when
using SSL encryption, it’s like the private message is written with a magic marker,
shielding information from those not authorized to view it.

We also have a Privacy Policy that expressly vows to keep customer information
confidential. Furthermore, when customer calls in for help with a payment or other
account-related activity, we ask several verification questions to ensure that we are
speaking with the authorized account-holder.

ACCEPTING One-time Payments
PAYMENTS You can easily accept one-time payments through
a “Buy Now” button on your website. All you have to
do is integrate AlertPay into your customer checkout
process and start collecting money right away.

You can accept credit card payments and AlertPay
balance payments and withdraw your hard-earned
money with any of our convenient withdrawal options.

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Subscription Payments
With one of our professional accounts, you can manage recurring online
subscriptions to magazines, newsletters and other products and services, as well
as accept recurring donations. Payments can recur on a daily, weekly, monthly
bi-annual or annual basis depending on the subscription type and your Terms of
Service.

Subscription payments can be automatically deducted from your customers’
credit cards or AlertPay balances, depending on your or your customer’s payment
preferences.

Credit Card Payments
With AlertPay, you can accept instant credit card payments without worrying about
extra cost and risk. Your customers can make payments to you with their credit card
and you never have to see any of their personal information – we keep it safe and
secure.

After completing your simple Website Review, you can accept Visa, MasterCard
and American Express payments through your website’s checkout counter and
withdraw your money whenever you want to.

Possible issues you may encounter
If you or your customers experience any of the following problems, please review
the appropriate solution:

Problem Diagnosis Solution
Payment button inte- 1. You may have not 1. Complete a Website
grated, but still can- completed a Website Review and verify your
not accept credit card Review or verified your account as soon as
AlertPay account. possible to accept credit
payment.
2. Your Payment card payments.
Preferences may not 2. Login to your AlertPay
include credit card account. Go to your
payments. Payment Preferences
under the “Financial”
section of your
“Profile” and make the
necessary change.

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Buyer is trying to AlertPay members can They can split the payment
make a credit card only spend $500 USD/ with their AlertPay balance,
payment for over month for each credit card if there is money available.
in their account; they can
$500 USD but it OR
have three active credit
keeps declining.
cards in their account.
They can send you two
payments with two different
cards through Send Money
rather than through your
“Buy Now” button. They
will have to sign up for an
account to do this and it
will not cost them any extra
money.

OR

They can validate their
credit card to spend up to
$1000 USD (or equivalent)/
month.

Buyer says their cred- They may have added Advise them to contact
it card is “disabled” it to their account when AlertPay Customer
and cannot complete traveling abroad. Support for assistance.
their payment. OR

Their card number may be
invalid or expired.

OR

Their CVV (security code)
may be invalid or incorrect

OR

They may have tried to
make multiple payments in
less than one minute.

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Customers from any Members from Nigeria and For members in Nigeria
of the following coun- Serbia are not permitted to and Serbia, advise them
tries tried to make a use AlertPay’s credit card to deposit money into their
services at this time. AlertPay balance by bank
credit card payment
transfer, bank wire, money
but it declined: China, OR order or certified check to
Egypt, Ghana, Indone- make their payment to you.
sia, Macedonia, Ma- Members from China, They will have to login to
laysia, Montenegro, Egypt, Ghana, Indonesia, their AlertPay account to
Morocco, Nigeria, Macedonia, Malaysia, complete the transaction
Pakistan, Peru, Ro- Montenegro, Morocco, once their funds are
Pakistan, Peru, Romania, deposited.
mania, Serbia, Singa-
Singapore, Turkey, Ukraine
pore, Turkey, Ukraine or Vietnam must validate OR
or Vietnam. their credit card first.
Advise members in the
remaining countries to
follow the credit card
validation procedure in
their AlertPay account to
be able to use a credit
card.

The currency for the N/A The currency for
payment is not the the payment will be
same currency as automatically converted to
the appropriate currency.
their credit card.

Their credit card One of the charges Advise them to contact
statement appears may just be a hold if the AlertPay Customer
double-charged. customer tried making the Support for assistance.
payment more than once.

If you encounter any further issues, please contact AlertPay’s Customer Support
Team.

E-wallet Services
AlertPay’s e-wallet services will allow you to accept instant secure payments from
your customers’ AlertPay balances. If any of your customers do not use credit cards
or cannot use them through our system, simply advise them to deposit money into
their AlertPay account to complete their payment.

Please note that they will have to sign up for an AlertPay account, validate their
email and initiate a Deposit transaction before they can make an AlertPay balance
payment to you.

You can always refer your customers to the AlertPay Shopping Guide, which offers
a lot of information on shopping with an AlertPay account.

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Requesting Money
If you do not want to accept payments through your website or if you simply do
not have a website, you can use our Request Money feature to request an instant
payment. You can include all of the necessary information in the “Details” section
of the feature so your customer knows exactly what is owed. They can pay by credit
card or by AlertPay balance – whatever is most convenient for you and them.

How to request money
Just follow these simple steps to request a payment:

2. Click on the “Request Money” tab.
3. Enter the details and click “Next”.
4. Review the details and click “Send the request”.

Your customer can pay you instantly by e-wallet or credit card.

Receiving Fees
The only fees you ever have to pay are the ones charged on every transaction
made to your AlertPay account (please note that there are fees for bank-related
transactions). Included in these small fees is your AlertPay account, our Business
Tools, built-in fraud prevention and much more. The fee structure is subject to
change at any time and can be negotiated based on sales volume and other factors,
but the following are the usual fees in USD:

Payment Source Personal Pro Business
AlertPay balance/e-wallet 2.5% + $0.25/per 2.5% + $0.25/per
transaction transaction
Credit card 4.9% + $0.25/per 4.9% + $0.25/per
transaction transaction

Please note that if your industry falls under “High Risk” (including tobacco,
pharmaceuticals or adult entertainment), fees will be slightly higher. Please contact
Customer Support for more information on higher risk industries.

Currencies
We support 23 currencies and you can accept payments in any of them. You can
even opt to have your payments automatically converted to a currency of your
choice.
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These are the currencies we support:

USD EUR INR
American Dollars Euro Indian Rupee

AUD HKD PLN
Australian Dollars Hong Kong Dollars Polish Zloty

BGN HUF GBP
Bulgarian Lev Hungarian Forint Pounds Sterling

CAD LTL RON
Canadian Dollars Lithuanian Litas Romanian Lei

CZK MYR SGD
Czech Koruna Malaysian Ringgit Singapore Dollars

DKK NZD ZAR
Danish Krone New Zealand Dollars South African Rand

MKD NOK SEK
Macedonian Denar Norwegian Krone Swedish Krona

CHF
Swiss Francs

You can easily withdraw your money by bank transfer, bank wire, credit card or WITHDRAWING
check, depending on your location and your preferences. The following will explain
how to add a bank account for Electronic Funds Transfer as well as how to withdraw
YOUR MONEY
your funds using our various withdrawal options.

How to add a bank account

U�S� and Canada
Setting up your bank account is simple and completed in two stages. First you need
to add your bank account to your profile. You will then wait up to five business days
to receive two micro deposit amounts in your bank account.

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3. Under “Financial”, click on “Bank Accounts”.
on “Next”.
5. Choose whether you would like to use your account for
bank transfers (deposits and withdrawals) or bank wires
(withdrawals only) and click on “Next”.

AlertPay will send two micro deposit amounts under $0.15 each to your bank
account within five business days. Once you receive the micro deposits, you will
see a message waiting for you in the “Message Center” when your deposits are
sent. Simply click the status and enter in your two micro deposit amounts to confirm
your bank account.

International (outside U�S� and Canada)
Here are the instructions for adding a bank account outside of North America:

3. Under “Financial”, click on “Bank Accounts”.
4. Select the country where your bank account is located and
click on “Next”.

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5. Choose whether you would like to use your account for
bank transfers (deposits and withdrawals) or bank wires
(withdrawals only) and click on “Next”.
6. Enter your bank account details and click on “Next”.
7. Review details and confirm.

Please note: Micro deposits are only sent to American and Canadian bank
accounts. If your bank is not located in the United States or Canada, you do not
need to wait for micro deposits to be sent as your bank account has already been
added to your AlertPay account.

How to initiate a Bank Transfer withdrawal
If you already have added a bank account and you need to create a bank transfer
withdrawal transaction, follow these simple steps:

2. Click on “Withdraw”.
3. Under “Electronic Funds”, click on “Bank Transfer”.
4. Select a balance.
5. Select a bank account.
6. Enter the amount to transfer as well as any additional details
8. Transaction created is in pending status.

How to initiate a Bank Wire withdrawal
If you have already added your bank account for bank wire withdrawals, this is how
to withdraw your funds:

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3. Under “Electronic Funds”, select “Bank Wire”.
4. Enter amount to withdraw, transaction details and click on
“Next”.

Withdrawals by bank wire are processed within 2-4 business days of the request
and are offered in the following currencies:

• US Dollars ($) Euro (€) GBP (£)

Please note that your AlertPay account must be verified to withdraw money by bank
wire. Bank wire withdrawals are not permitted in your primary currency if localized
bank transfers are offered in your country. For example, a US member can only
withdraw by bank wire in Euro and GBP.

*Please contact your bank to verify if they accept wires in the currencies listed
above. Also, if you would like the funds to be converted to another currency after
you receive the wire, you must verify with your bank whether the funds will be
converted automatically upon receipt or accepted as US Dollars, Euro or GBP. If the
funds are accepted as US Dollars, Euro or GBP, you may need to have your bank
convert the funds to your desired currency afterward.

How to withdraw by Credit Card
To withdraw your money by credit card, simply follow these steps:

2. Select “Withdraw”.
3. Select “Credit Card” as your withdrawal option.
4. Choose the credit card you would like to withdraw your
funds to. If you have not added a credit card yet, you will be
prompted to add one.

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5. Select or edit a currency: USD, CAD, EUR, GBP, CHF, HKD,
NOK, SEK and DKK
6. Click on “Next”. Your transaction will be pending for 2-4
business days.

Please note that there is a $5 USD for every credit card withdrawal transaction
created. The amount is deducted from the amount withdrawn.

How to withdraw by Check
If you would like to withdraw your funds by check, please follow these instructions:

3. Under “Mail”, click on “Check”.
4. Select balance.
5. Enter amount to withdraw and click on “Next”.
6. Review and confirm the transfer details.
7. Transaction created is in “Pending” status.
8. A check will be mailed out to you in the next two business
days. The time it takes for you to receive your check depends
on where you live and on the postal system.

Please note: Checks are issued to the name and address that appear on your
AlertPay profile.

About “business days”
A business day falls between Monday to Friday and does not include weekends.
If you initiate a transaction on a Monday, the following day is considered the first
business day.

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About mail withdrawals
If you withdraw by check, we will send it out within two business days, but you may
only receive it within 1-3 weeks. If you do not receive your check within that time,
please contact Customer Support.

DEPOSITING You can deposit your money using any of the following options, depending on your
geographical location:
YOUR MONEY
• Bank transfer (3-6 business days)
• Bank wire (2-5 business days)
• Money order
• Certified/cashier’s check (depending on post)

Initiating a bank transfer in Canada/United States
If you would like to deposit funds by bank transfer, first ensure you add your bank
account details to your AlertPay account. If you already have added a bank account
and you need to create a transaction, follow these instructions:

2. Click on “Deposit”.
3. Under Electronic Funds, click on “Bank Transfer”.
4. Select a bank account.
5. Enter the amount to transfer as well as any additional details
7. Transaction created is in pending status.

Initiating a bank transfer outside Canada/United States
To deposit funds by bank transfer outside of North America, first ensure you add
your bank account details to your AlertPay account. Please see instructions above.

*You may do this using your bank’s online Internet banking facilities, by a telephone
banking service or in person at the branch.

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Important: Please take note of your Bank Deposit Code. You will need to include
the Bank Deposit Code with your bank transfer to ensure your payment is applied
correctly. This code must be included in the “Details” or “Reference” area of your
bank transfer. Ensure that no information other than the Bank Deposit Code is
entered in the “Details” or “Reference” area of your bank transaction.

Once these steps are completed, the amount will be available in your AlertPay
account within 3 to 5 business days.

Initiating a bank wire (worldwide)
To send a bank wire, you will need to create a bank wire transaction, print out the
summary and provide the details to your bank/financial institution. Just follow these
simple steps:

2. Select “Deposit”.
3. Under “Electronic Funds”, click on “Bank Wire”.
4. Enter in transaction details and click on “Next”.
6. Print out summary.
7. Visit your bank and initiate a bank wire.

The bank wire transaction is in pending status until we receive the bank wire.

Depositing by money order or certified/cashier’s check
Before sending a money order, certified check or cashier’s check to AlertPay, you
need to create a transaction in your AlertPay account. The transaction is “Pending”
until we receive and process your money order, certified check or cashier’s check.
Simply follow these steps to create a transaction:

2. Click on “Deposit”.
3. Under “Mail”, click on “Money Order” or “Check”.

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4. Enter in transaction details.
5. Confirm details.
6. Print out summary and note Reference Number.

Send money order, certified check or cashier’s check to the following address:

AlertPay Inc.

Please include the Reference Number for your transaction along with your money
order, certified check or cashier’s check to avoid unnecessary processing delays.

About “business days”
A business day falls between Monday to Friday and does not include weekends.
If you initiate a transaction on a Monday, the following day is considered the first
business day.

About mail deposits
If you deposit by certified check/money order, we will process your transaction
within two days of receipt. If your funds have not been deposited within three weeks,
please call Customer Support to confirm if we have received it. If not, please cancel
your certified check/money order and send it again.

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You can send money to anyone in the 190+ countries we support in an instant. You SENDING
will need to deposit money into your AlertPay account or add a credit card to your
account to send money.
MONEY

Sending money with a credit card
Just follow these simple steps to send money with a credit card:

2. Click on “Send Money”.
3. Enter payment details and click on “Next”.
4. Verify information and select shipping address, if applicable.
5. Choose payment method. Check the “Use my credit card”
box and select desired credit card.
6. Enter your Transaction PIN and click on “Send”.

Send money from your AlertPay balance
Just follow these simple steps to send money from your AlertPay balance (please
note that you must add and confirm* your bank account before you can do this):

2. Click on “Send Money”.
3. Enter the receiver’s email address and the amount you want
to send.
4. Select the appropriate currency balance and “Purchase
Type”.
5. Click on “Next”.

*Only members in Canada and the United States must confirm their bank accounts; this is
not necessary for any other country.

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SENDING With your AlertPay account, you can send an invoice to a customer, supplier,
partner, employer or anyone who owes you money with this tool.
INVOICES
To send an invoice, just follow these steps:

2. Click on “Request Money” and select “Create an Email
Invoice”.
3. Select the appropriate Business profile and your business
name will appear.
4. Enter all of the appropriate information.
5. Indicate which items are taxable and enter the taxes.
6. Select the invoice as a template for later use, if you choose to
do so.
7. Send invoice.

Sending an invoice reminder email
You can remind your customer to pay their invoice by sending a reminder email.
Just follow these steps:

2. Click on the status of your transaction in your transaction
history.
3. Click on “Send a Reminder Email”.

Cancelling an invoice
If the payment is no longer necessary, you may cancel your invoice. Just follow
these steps:

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2. Click on the status of your transaction in your transaction
history.
3. Click on “Cancel”. A confirmation email will be sent to you
and the recipient.

Your customers are your livelihood. As long as you have happy customers, you will CUSTOMER
have a happy income. The following will offer some pointers for effective customer
relations.
ISSUES
AND LOSS
PREVENTION
Granting Refunds
If your customers are not satisfied with their service or product and you would like
to give them a refund, it can be done in moments. Please note that you can grant an
instant refund to the original payment source within 14 days of the payment.

To grant a refund, just follow these simple steps:

2. Locate the transaction in your “Recent Activity”.
3. Click on “Completed” under the “Status” of the transaction.
4. Click on the “Refund Transaction” button.

Please note that all refunds will be reversed back to the original source of payment
(credit card or AlertPay available balance).

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Transaction Disputes and Resolutions
Not every transaction will run smoothly and you have to be prepared for that.
To help resolve disputes between buyers and sellers and to facilitate open
communication, AlertPay has a very effective dispute resolution process in place.
This is the typical process:

1. Buyer makes purchase from seller’s website.
2. If the buyer is not satisfied, they are advised to contact the
seller to resolve the dispute amicably. At this point, the seller
can grant a refund if the transaction was made within the last
fourteen days.
3. If the seller is not responsive to the buyer, the buyer will open
a dispute with the AlertPay Resolutions department.
4. The Resolutions team will send an email to the seller (and CC
it to the buyer).
5. The seller must contact the buyer and reply to the email
stating that the issue has been resolved.
6. If the seller does not respond, it is the buyer’s responsibility to
reply to the contact request email within five business days to
let AlertPay know that mediation is still necessary.
7. AlertPay will continue the investigation and will render a
decision based on various factors.

Reversals and Chargebacks
When a seller returns money to a buyer’s original source of payment, this is called
a refund. When AlertPay does this, it is called a reversal. When a buyer attempts
to resolve the dispute with their credit card issuer, this is called a chargeback. The
latter will result in a fine for both parties and possible account suspension for the
buyer.

Reversals
Reversals can be done for various reasons. If a payment or AlertPay account is
fraudulent, the funds will be reversed. This is also done for transaction disputes
if the buyer is in the right. AlertPay reserves the right to reverse funds when
appropriate.

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Chargebacks
Chargebacks are initiated by buyers who have made no attempt to resolve the
dispute with the seller. Sometimes, chargebacks occur because the seller has
made no attempt to resolve the issue with the buyer, leaving the buyer with what
they believe to be no choice. Chargebacks are expressly against our User
Agreement.

Chargeback lifecycle

1 2 3 4

1. Credit card holder asks their credit card company for a
chargeback.
2. The buyer’s credit card company notifies AlertPay’s bank
about the chargeback and reverses the payment.
3. The seller is notified immediately that a chargeback has been
initiated and that the payment has been reversed.
4. AlertPay passes on the chargeback penalty to both seller and
buyer and the buyer’s account is automatically restricted due
to their breach in our User Agreement.

What are the consequences of chargebacks?
If a buyer initiates a chargeback for a transaction completed with AlertPay, their
AlertPay account will be automatically suspended, which means they will not be
allowed to make a payment to you through our service until they pay their $37
penalty.

Sellers are always held responsible for chargebacks and must also pay a penalty to
continue using our services but their accounts are not restricted.

How long after a transaction can a customer initiate a chargeback?
It depends on the issuing bank, but generally customers can initiate a chargeback
anywhere from a couple of weeks to several months after the transaction.

How to dispute a chargeback
Disputing a chargeback is difficult since it can be complicated and requires tangible
proof that you fulfilled your obligations. You can provide any of the following to
dispute a chargeback:

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• Proof of postage or delivery.
• Proof of refund or replaced product.
• Any agreements signed by the buyer prior to purchase.
• Return/Refund Policy applicable to the buyer at the time of purchase.

Effective Communication
Tips for Sellers
Here are just a few tips to help sellers open a constructive dialogue with buyers:

1. Listen to your customer.
Don’t assume that they are complaining without reason. Be
open to what they have to say and any potential dispute will be
easier to resolve.
2. Be proactive.
Rather than argue, provide solutions to the issue. You should
try to be constructive even if your buyer isn’t.
3. Accommodate your customer.
They are your income, more or less, so do what you can to
meet their needs.
4. Create a comprehensive “Terms of Service”.
Include any and all details you think are important for your
buyer to know. This may help prevent future disputes.

General communication with buyers
There are a couple of different ways of communicating with customers about their
AlertPay account and associated transactions:

Automatic emails
Whenever a buyer signs up for an AlertPay account, completes a transaction, gets
a refund or does anything related to their AlertPay account, they will receive an
automatic email confirming the transaction or change to their account. This will keep
the buyer aware of their transactions and account activity and will also help them
detect unauthorized transactions.

Email
You can stay in-touch with your buyers by email if you would like to ensure that they
are satisfied with your product or service or if you just have a general query. You
can find their email address under “Name/Email” in your transaction history on the
first page of your AlertPay account.
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Online content for sellers about AlertPay
You can publish the following content on your website right before your customers
go through checkout.

AlertPay always keeps your personal information safe from
exposure.

AlertPay is an affordable account-based system allowing just about
anyone with an email address to securely send and receive online
payments with a credit card or bank account.

As a member, you can make and receive secure credit card and
e-wallet payments, manage a business, send money, exchange
currency, earn money through referrals and so much more.

With credit card

AlertPay is your seller’s preferred online payment solution. Pay by
credit card or AlertPay balance - your information is always safe
with us!

Without credit card

AlertPay is your seller’s preferred online payment solution. Deposit
money into your account by electronic transfer or money order and
make an instant AlertPay balance payment. Your information is
always safe with us!

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Benefits of AlertPay
You can also publish the following points about AlertPay on your website to increase
buyer confidence:

• Shop securely
Our Buyer Protection Policy will protect you from
unauthorized transactions and fraud.
• Pay by credit card
AlertPay processes your payment instantly and never
shares your personal details.
• Open a free account
Use it whenever you buy from this seller and enter your
personal and financial details once.

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8255 Mountain Sights, Suite 100
Montreal, Quebec
H4P 2B5
+1(514) 748-5774
bizdev@alertpay.com
www.AlertPay.com

© 2011 AlertPay All rights reserved. AlertPay and AlertPay logos are registered trademarks of AlertPay
Designated trademarks and brands are the property of their respective owners.

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