Merchant FAQ

1. Is Kordiva the seller of my products or services?

No. The registered merchant operating the store remains the seller of record for its goods and services. Kordiva does not acquire ownership of the catalogue and does not become the supplier, reseller or licensor of those goods or services merely because a card payment is processed through Kordiva.

2. What does 'merchant of record' mean in Kordiva's current payment flow?

For the current card-processing flow, Kordiva is the merchant-of-record/payment party for the card transaction. The payment is created through Kordiva's Stripe-connected platform flow and the merchant's eligible proceeds are paid out through its connected recipient account.

Payment merchant of record and product seller of record are separate roles in this model.

3. What will the customer see on the card statement?

Kordiva sends the store name as the transaction statement-descriptor suffix where supported. The final text shown by a bank also depends on Kordiva's configured Stripe base descriptor and on the customer's issuing bank, so the exact display can vary. Kordiva does not guarantee a fixed KORDIVA*STORE NAME rendering on every statement.

4. Who is responsible for invoices, tax and customer obligations?

The merchant remains responsible for product or service legality, fulfilment, delivery, customer rights, returns, warranties, tax treatment and legally required fiscal or sales documentation. Kordiva can generate a commercial PDF invoice using the merchant's configured legal identity, but that PDF is not by itself a UJP fiscal e-invoice.

5. How do Stripe verification and payouts work for Macedonian merchants?

Eligible merchants complete the required Stripe-connected verification flow and add their business bank account. For locally onboarded Macedonian merchants, Kordiva currently uses a recipient-account payout model. This is not the same as the merchant opening a standalone Stripe merchant account in North Macedonia.

6. When are funds paid out?

Normal physical orders use a 14-day base hold from the immutable first shipped date. Digital-only and deposit orders use a 7-day base hold from paidAt. Card country is recorded as settlement evidence, but a foreign card does not add payout-delay days by itself. Physical orders at or above €500 EUR equivalent add 30 days. Stripe elevated risk with successful 3DS can require a 120-day hold; elevated risk without successful 3DS goes to manual review, highest risk is blocked, and not-assessed risk goes to manual review. Before release, Kordiva re-checks settlement evidence, payout state, refunds, disputes and other safety conditions. The dashboard remains the source of truth for a specific order.

7. Who handles refunds and disputes?

The merchant decides whether a customer claim qualifies for a commercial refund under its policies and applicable law. Kordiva provides the payment-side refund and dispute tooling and can reverse, offset or hold merchant proceeds when necessary to settle refunds, disputes, chargebacks or negative balances.

9. What is required to start?

• A registered legal entity or a registered sole trader. Kordiva does not currently onboard unregistered individuals as merchants.
• Accurate legal, tax and business information.
• Successful Stripe-connected and banking verification before payouts are enabled.
• Acceptance of the current merchant payment, payout, refund and dispute terms.