Other merchant services related questions

How do I close my merchant account?

To close your merchant account, you need to send an inquiry to our support team at support@genome.eu.

What are the Payment pages?

A payment page is a web page or interface where customers of merchants can securely enter their payment information to complete a transaction. It acts as the final step in the checkout process for e-commerce or online sales.

My customer says that they’ve paid, but the funds are not settled in my merchant account in Genome. 

If the bank stops a payment for AML verification or fails to send the payment on time for EBA clearing, the funds may not appear on the business account. The customer should inquire about transaction information directly with their bank, requesting payment confirmation or other instructions regarding payment execution.

The issue could also be at the client bank, so in that instance, please contact Genome support for further investigation.

How fast do the funds end up in the account?

Currently, there is only a possibility to collect the funds via open banking (SEPA Instant Transfers), so the funds will reach your account instantly. There is a slight chance that the SEPA instant would not work, then the payment will be settled between 2 and 3 days.