Information, Accounts and Documents⚓
This page provides you with an explanation of the main aspects of our contractual relationship: - your Client File, - the transaction accounts, - the contractual documents.
Your information⚓
The “My account” page in the Client Dashboard can be used to update several items, such as your Client File, your contact details and your documents. Please note that strong authentication may be required when updating your Client File or contact details, in order to protect you against any attempted fraud.
Your Client File⚓
Your Client File contains all the information and supporting documents for your business. It is required if you wish to sign up for our services.
The Client File contains the following information and documents: - your supporting documents (bank account details, identity documents, etc.), - information on the legal representatives and beneficial owners, - information on your business (sector, turnover, etc.).
Putting together the Client File⚓
Once you have completed the signing-up process, you can create your Client File. During this process, you will have to provide us with information that is specific to your business (SIREN registration number, trade name, etc.) as well as with regard to its effective managers and legal representatives.
To sign up for our services, we request that you provide us with the following supporting documents: - the identity document of your undertaking’s legal representative, - the details of your Bank Account (“RIB”): we will pay the earnings from your business activity onto this bank account.
Once the information and documents have been provided, our teams will analyse your Client File before definitively approving your sign-up.
Obtaining this information is necessary in order to study your file. We collect this information so that we can make the appropriate checks to ensure compliance with our regulatory obligations concerning the fight against money laundering and the financing of terrorism (AML/CFT).
Additional documents
In certain cases, we may need additional documents in order to approve your Client File. We will inform you by e-mail of the additional documents requested. These additional documents must then be uploaded using the appropriate page on your Client Dashboard. Moreover, when you sign up, we may ask you to initiate a transfer of one (1) euro from the bank account for which you provided details, to ensure that this account is valid.
Modifying your Client File⚓
On the “My account” page, you will find all the information from your Client File. You may need to modify information in your sign-up file, such as the Bank Account, as your business activity develops.
You can therefore make some of these modifications directly from your Client Dashboard, on the “My Account” page, or directly by contacting our support teams.
Updating your supporting documents⚓
After you have signed up, your Client File will be monitored by our teams, in particular with respect to the supporting documents. Our teams may have to ask you to update or send certain documents. These requests will be made, in particular, if any of your supporting documents expire, such as the identity documents that were provided when you signed up. If documents need to be updated, we will inform you in advance and state which documents need to be provided to us. You can then submit the documents concerned via the dedicated page of your Client Dashboard.
We particularly call your attention to your obligation to provide us with updated supporting documents, if requests are made to this end by Stancer’s teams. Failure to provide your supporting documents may lead to the suspension of our services.
Your contact details⚓
General principles⚓
For the provision of our services, our teams will need your contact details (e-mail and mobile telephone number). We will use this information to contact you regarding your contract and the use of our services, and also to ensure the security of certain changes that can be made from your Client Dashboard.
Modifying your contact details⚓
Your contact details are important information due to the changes they make it possible to effect. We have therefore implemented secure procedures for the modification of your contact details.
E-mail address⚓
Go to the “My account” page of your Client Dashboard, then complete the following steps: 1. Enter and confirm the new e-mail address to be used. 2. We will then send you a unique SMS code to the telephone number that was provided when you signed up. Enter this code in order to confirm your request. 3. We will then send an e-mail with a code to the new address. Enter this code in order to confirm your request. 4. The modification has now taken effect. You will receive a notification of the change at the old e-mail address.
Telephone number⚓
Go to the “My Account” page of your Client Dashboard, then complete the following steps: 1. Enter and confirm the new telephone number. 2. We will send you an email containing a code. Enter this code in order to confirm your request. 3. We will then send a unique SMS code to the new telephone number. Enter this code in order to confirm your request. 4. The modification has now taken effect. You will receive notice of the change via an SMS that is sent to the old mobile telephone number.
FAQ
- I have been hacked / my account is inaccessible! What should I do? Notify your situation to our Support service, which will be able to investigate and restore access to your Client Dashboard.
Transaction accounts⚓
For the utilisation of our services, two accounts are used: - Stancer Account - Bank Account
Stancer Account⚓
As soon as you have signed up, our teams will create your Stancer account. This is a bank account that is opened with one of our partners, which will receive the payments you collect. As stated in our Standard Terms of Use, the list of possible operations on this account is restricted, in order to protect your funds. Thus, no means of payment can be associated with the Stancer account: you cannot have a payment card that is associated with your Stancer Account. The Stancer account will receive all the payments collected using our solutions, regardless of the means of payment used by your customers. These funds will then be paid out to your Bank Account.
Merchant account reserve⚓
Setting up a merchant account reserve involves holding back some of the funds on your Stancer account in order to cover potential disputes with your customers. To create this reserve, we retain a portion of your funds before they are paid out to your bank account.
Why is this merchant account reserve set up? Your customers have the possibility of disputing a payment up to 13 months after it was executed. Disputed amounts are debited from your Stancer account, without Stancer being able to challenge this. In order to maintain a credit balance on your Stancer account, we have set up a merchant account reserve system that is initiated as soon as you sign up for our services.
Amount of the merchant account reserve The amount of the merchant account reserve is calculated on the basis of the percentage of disputes observed for your business activity. This amount may vary, depending on changes in your business activity: if your percentage of disputes increases, the amount of the merchant account reserve associated with your account will also increase. The change in the amount of the merchant account reserve associated with your business activity will be stated on each invoice.
Reimbursement of the merchant account reserve If the contract is terminated, the merchant account reserve will be retained on your Stancer account for a maximum duration of 13 months as from the end of the contract, in order to cover any potential disputes that may arise. At the end of this period, Stancer will reimburse the merchant account reserve to the Bank Account associated with your Client Dashboard after deducting the total amount of the sums you owe to us, if any.
Bank Account⚓
This is the account to which we will pay out your funds. We will use the bank account, details of which you provided to us when you signed up.
Changing your Bank Account⚓
You have the possibility of sending us a new IBAN in order to change the account to which your funds are transferred. To change your Bank Account, go to the “My Account” page of your Client Dashboard, and follow the steps for modifying your Bank Account. In order to protect your business activity, we limit the number of Bank Account changes that can be made: only three are authorised per year.
Contractual documents⚓
The Documents page of your Client Dashboard gives you access to all the contractual documents and information.
Contracts⚓
All of the contracts and pricing information are available and can be downloaded at any time from your Client Dashboard.
Invoices⚓
All of the invoices we issue can be downloaded from the “My Account” page. Your invoice shows the various charges linked to the use of our services: - Payment services: collecting payments from your customers is invoiced in accordance with our Pricing & Fees. - The provision of a payment terminal: depending on the total payments received per month, this provision of the payment terminal may be invoiced to you in accordance with our Pricing & Fees. - Any specific operations associated with the use of the payment terminal: repair, return, etc. - Changes in the merchant account reserve for your Stancer Account: depending on the number of charges that are disputed by your customers, the amount of this reserve will change. Your invoice will provide details of changes in the merchant account reserve over the course of the month concerned.