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Customer Support

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  • QWhat are the required documents when signing the contract?
    A ① Eromnet Application
    ② Required documents
    * Transaction history of the last 6 months
    * 1 copy of business license
    * 1 copy of the deposit account bankbook
    * 1 copy of the Service Domain Registration Certificate
    * 1 copy of the CEO’s passport (color)
  • QCan I apply for the payment service even if the website is not open yet?
    A You may apply only when the website is completed.
    This is because the website will be inspected by the acquirer if payments can be made.
  • QWhat is the process from contract to opening service?
    A Eromnet’s procedure as follows:
    1) Submission of application and required documents
    2) Examination stage within Eromnet and Acquirer
    3) Send API documents and testing
    4) LIVE TEST after obtaining the Merchant ID from the acquirer
    5) Commencement of transactions
  • QHow is the fee set for each payment service?
    A Fees vary depending on the volume of the transaction and the merchant industry. The fee can be negotiated considering the merchant’s volume.
  • QCan I use multiple payment currencies?
    A If you wish to use multiple payment currencies, please fill in the [Processing Currency] section of the application form with the preferred currency.
  • QHow much time does it take from the contract to the final stage?
    A After receiving the required documents, it takes 2-3 weeks to complete examination after receiving the required documents.
  • QWhat should I do if the business information (business name) has changed?
    A Since the Merchant ID acquired from the acquirer was registered under the existing business name, a examination of the documents is required and the initial payment must be deposited again depending on the situation. If there is a change in business information, please consult with the person in charge and submit the required documents.
  • QWhat is the “initial payment/annual fee” in the contract?
    A The initial payment is the development cost that is required once for the first time when the payment service is integrated. The annual fee is the fee for the issued Merchant ID.
  • QWhat is the “Descriptor” on the application form?
    A This is referring to the billing name listed on the customer’s card statement. Most of the time, it’s a service name, URL, phone number, etc. that customers can recognize.
  • QWhen and how do I pay the annual fee?
    A Generally, the annual fee is charged according to the contract period in the contract. If you wish to apply this as the opening of LIVE transaction date instead, this can be adjusted accordingly. The person in charge will contact you separately when the annual fee is renewed.
    Payment method: ① Deduct from the settlement payment ② Deposit into the company's account
  • QHow long is the settlement period?
    A Generally, it is settled weekly for Saturday to Friday period. This may vary depending on the merchant.
  • QWhere can I check the transaction and settlement details?
    A You can see the transaction details, settlement details, and payment date in the back office account provided when signing up for the merchant.
  • QWhen can I receive the settlement payment?
    A Usually, you can receive it 1-2 weeks after the transaction occurs.
  • QIf I cancel the payment service, can I get the full payment right away?
    A Payments will still be paid sequentially according to the payment cycle even if you cancel the service right away.
  • QIt’s the settlement payment date, but the deposit hasn’t been made.
    A Please contact the customer service or contact the person in charge.
  • QThere is a payment error.
    A There may be a blank field or incorrect card info inputted during the payment.
    Please check the card number, expiration date, cardholder name, CVV, etc.
  • QThere is still a payment error even when the card info has been inputted correctly.
    A If the customer experiences this error, please have the transaction number, date, and error code ready to expedite the process.
    Please send the issue and info to support@eromnet.com and a representative will help you.
  • QI have refunded a transaction but it is not listed on the statement.
    A Overseas card payment may take about 2-3 weeks for refunds to be processed.
    This may also depend on the credit card company’s deadline and may be listed in the following statement.
  • QThe payment has been cancelled but the customer said the payment was charged. What should be done?
    A Depending on the card issuing bank, the period reflected in the settlement varies. If the customer’s credit card payment date is stated before cancellation, the customer may have been charged. If the payment date has been stated, the refund details can be checked in the following month’s billing statement. Please send the issue to support@eromnet.com and a representative will help you.
  • QThere is an error when trying to process a partial refund.
    A An error occurs if the refund amount is larger than the original amount. Please check the payment/refund amount again.
  • QI accidently refunded the wrong transaction.
    A Unfortunately, refunds cannot be undone. If you need that transaction to be re-paid, please contact the customer and explain the situation and have the customer make the payment again.

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