Question 1

How can I manage a specific store on Wonder if I have registered for more than one store?

Accepted Answer

[See: Personal Space in Wonder App](https://help.wonder.app/articles/personal-space-in-wonder-app)

Question 2

What is included in the Merchant Services Statement?

Accepted Answer

Merchant Settlement Statement will report the settlement batch of the current calendar date’s processing data Business Account Snapshot will report the payin and payout flow of your Wonder current activities, including the settlement batch that is scheduled for disbursement on the current calendar date.

Question 3

Can I manage access to some of Wonder’s features for my employees?

Accepted Answer

Yes, you can! Role And Permission is enabled on Wonder. Every role is granted with different permissions.

Question 4

Can I use both MPOS and Virtual Terminal together for payment acceptance?

Accepted Answer

Yes, you can. Data generated from the same business account will be recorded and processed together.

Question 5

Does Wonder offer any customer support?

Accepted Answer

We got you covered! We provide well-rounded customer support services, including In-App Online Chat 1-on-1 Whatsapp Consultation Email Support On-site Support

Question 6

How can I change my registered email?

Accepted Answer

Go to “Setting” → Profile → “Email”.  Then, you can reset your email with a verification code sent to your current email. After entering your new email address, enter the verification code sent to your updated email address to complete the process.

Question 7

How can I change my registered phone number?

Accepted Answer

Go to “Setting” → Profile → “Phone Number”. Then, you can reset your number with a verification code sent to your current number. After entering your new number, enter the verification code sent to your updated phone number to complete the process.

Question 8

How can I check the transaction record I made through Virtual Terminal or Online Invoicing?

Accepted Answer

To view transaction details made with Virtual Terminal or Online Invoicing, go to “Payment Acceptance” and select the transaction you want to view. Information, such as transaction time and transaction ID etc., will be shown immediately.

Question 9

How can I log into my account?

Accepted Answer

You can log into your account with your face or fingerprint recognition on your device. Or you can choose to log in with a password. Biometric authentication is an extra step for your account security.

Question 10

How can I refund a transaction?

Accepted Answer

Refunding payment can be done if the user has roles of Sales Manager and higher. Associates will role to be Sales Associates are not permitted to refund payments. To refund a payment with virtual terminal on Wonder app, go to “Payment Acceptance” → Select the transaction you want to refund in Latest Transactions → Click on the 3 dots on the right top corner → Click Refund Payment → Confirm. Please be reminded this action is irreversible.

Question 11

How can I reset my password?

Accepted Answer

Click “Forget password?” on the login page. Then, you can reset your password with a verification code sent to your phone number. Or you can go to “Setting” → “Password & Security”, → “Change Password”. Then, you can reset your password with a verification code sent to your phone number.

Question 12

How can I void a payment?

Accepted Answer

Voiding payment can be done if the user has roles of Sales Manager and higher. Associates will role to be Sales Associates are not permitted to void payments. To void a payment with virtual terminal on Wonder app, go to “Payment Acceptance” → Select the transaction you want to void → Click on the 3 dots on the right top corner → Click Void Payment → Confirm. Please be reminded this action is irreversible.

Question 13

How can I void an order?

Accepted Answer

Voiding invoices can be done if the user has roles of Sales Manager and higher. Associates will role to be Sales Associates are not permitted to void invoices. To void an order with virtual terminal on Wonder app, go to “Payment Acceptance” → Select the invoices you want to void in Pending To Be Paid → Click on the 3 dots on the right top corner → Click Void Invoice → Confirm. Please be reminded this action is irreversible and invoices will partial payments cannot be voided.

Question 14

How do I change the app language?

Accepted Answer

If you are not yet login into the account, the language switch will be placed on the top right of the screen. If you are already logged into your account, please: Navigate to Settings by clicking on the top right round icon Under Account Settings, click on “Language” Choose your preferred language

Question 15

How do I go to Settings page?

Accepted Answer

You will see a round icon on the top right corner, with the initial name of your account name. Click on the round icon, and you will redirect to the Settings page

Question 16

How does Wonder verify employees from joining my business?

Accepted Answer

Only admin users from your business account can review and accept associates' accounts. Hence, you can send invitations to join Wonder to your staff and associates via QR code, email and phone number.

Question 17

How is Merchant Account different from a Current Account?

Accepted Answer

Merchant Account will only hold all transactions that are not yet processed and settled after day-end, all of these settlement batches will be dispatched to Wonder Current Account. If you’re choosing our auto disbursement service, then all the funds from Current Account will be settled to your own external bank account.

Question 18

How long does it take for a paid transaction to reach my bank account?

Accepted Answer

Normal timeframe of payment settlement will be T+3. But it could be shortened or lengthened due to the business type and transaction amount.

Question 19

How long does the merchant onboarding process take usually?

Accepted Answer

Under **12** mins with our underscoring system. The system will crosscheck the information you provided with the public legal database.

Question 20

How many payment platforms are supported?

Accepted Answer

We support up to 18 payment platforms with competitive rates, allowing your business to expand its customer base and maximize profit!

Question 21

How secure is my personal information being stored in Wonder system?

Accepted Answer

Wonder will not sell your personal information to third parties for unrelated app activities gains and purposes. All personal data will be encrypted.

Question 22

How should I get started?

Accepted Answer

Download Wonder application down on your mobile devices to get started. Wonder is available on both IOS and Android devices. First, you need to sign up for a Wonder user account. Then, go through the merchant onboarding process to sign up for your business.

Question 23

I’m logging in with a new device, why does Wonder ask me to scan my face again?

Accepted Answer

To keep your account secure, we do not allow concurrent log in and will require face verification on your new device. Your account will be automatically logged out from your old device.

Question 24

What currency is used in Wonder?

Accepted Answer

The default currency shown on Wonder is your settlement currency (ex: Hong Kong Dollars).

Question 25

What documents do I need to register my business on Wonder?

Accepted Answer

Simply fill in your business information, including your company’s name and business volume details. Our system will verify your business account with an automatic underscoring system. We may request more documentation in some circumstances to ensure security.

Question 26

What documents do I need to sign up for a user account?

Accepted Answer

Only your HKID card. We will verify your identity with facial recognition technology, together with your email and phone number, to ensure your account’s safety.

Question 27

What is Current Balance?

Accepted Answer

Once the transactions are settled, they will be transferred from Incoming Fund to the Current Balance. If you have chosen our auto disbursement option, then all the funds after being transferred to Wonder Current Account will be disbursed to your external bank account at a given time schedule.

Question 28

What is incoming fund?

Accepted Answer

Incoming Fund displays the total amount of all the settlement batches dispatched from the Merchant Account, which are not yet reached the agreed settlement timeline. This is the sum amount of all the settlements scheduled to be disbursed to you after T+n.

Question 29

What is Merchant Account?

Accepted Answer

Merchant Account is an intermediary account that holds pre-settled transactions before these transactions are batched and dispatched at day-end.

Question 30

What is projected balance?

Accepted Answer

Projected Balance is made of Current Account and incoming funds. All the fund is estimated using settlement currency.

Question 31

What is the difference between Paystation link and Online Invoice link?

Accepted Answer

If you wish to generate a fixed amount invoice link with an optional customer data profile, Online Invoice link will be the suitable feature for you. Meanwhile, Paystation link offers a quick and flexible online payment interface that your customer can input custom payment amounts themselves and pay you with flexibility.

Question 32

What is the difference between voiding payments, voiding invoices and refunding payment?

Accepted Answer

The differences between them are: Voiding payments is an act of canceling a pre-batched payment, meaning the payment is still made on the current calendar date; and has not yet been batched in a settlement after day-end. Voiding invoices is canceling a sales invoice that has no valid payments, this does not include invoices with refunded payments. Refunding payments is to return a payment that's previously settled, and batch during the day-end operation of the gateway.

Question 33

What is the rate for each transaction?

Accepted Answer

We offer an attractive transaction rate as low as 1.5% depending on the payment platform used. For the exact transaction fee being applied for your business, please contact our support team for more information.

Question 34

What is Wonder Merchant Services?

Accepted Answer

Wonder Merchant Services helps merchants to process daily sales transactions and also consolidate the data into visualized statistic data and reports format. Transactions Processing data and Settlement statements are included as part of our Merchant Services.

Question 35

When can I receive the Merchant Services Statement?

Accepted Answer

Directors or assigned admins of the merchant account will receive an email with an attachment of the merchant services statement every day at 11:59 pm.

Question 36

Where can I get the Paystation QR code for online invoicing?

Accepted Answer

Paystation QR Code can be accessed via Payment Acceptance on Wonder app. Simply go to “Payment Acceptance” → click on the QR Code icon on the top right corner to see your business Paystation QR Code.

Question 37

Where to view transaction data of my Merchant Account?

Accepted Answer

On Company Page, navigate to the Merchant Account section, you can view all the recent settlements according to the transaction date. Click on a designated transaction date and you can view all the transactions of the day. By further clicking on a particular transaction item, you can view the details of that transaction.

Question 38

Why Apple Pay option does not show up on my online invoice?

Accepted Answer

We adopt a smart display for our online invoice where Apple Pay will only be an option if it is opened with Apple Safari.

Question 39

Why Wonder?

Accepted Answer

Wonder is one of the leading one-stop payment solution platforms that bridge merchant service and business management. We are here to make payment acceptance simpler and faster and smoothen your business operation.

Question 40

Will I immediately know once the payment is collected via online invoice?

Accepted Answer

Yes, you will. Email notifications will be sent right after the payment is completed for you and your customer, if you connect a customer profile with this online invoice.

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