Kordiva

Merchant Payment & Payout Guide

Simple explanation of registration, payment flow, payouts, holds, fees, refunds, and chargebacks.

Last updated: September 7, 2026.

Step 1

Create your admin account and verify your email.

Step 2

Create organization and choose a plan.

Step 3

Create store and complete legal/compliance data.

Step 4

Connect Stripe and finalize onboarding.

How payments work

Flow 1

Customer completes checkout.

Flow 2

Card payment is processed through Stripe.

Flow 3

Order is paid and prepared for fulfillment.

Flow 4

After delivery + hold period, payout is released.

Payouts, holding funds, and fees

  • Normal physical orders: base release window is 14 days from the immutable first shipped date.
  • Digital-only and deposit orders: base release window is 7 days from paidAt.
  • Card country is recorded as settlement evidence but a foreign card does not add payout-delay days by itself.
  • Big-ticket physical orders (≥ €500 EUR equivalent): +30 days on top of the applicable base hold.
  • Stripe elevated risk with successful 3DS can require a 120-day hold; elevated risk without successful 3DS goes to manual review.
  • Stripe highest risk is blocked from payout; not-assessed risk goes to manual review.
  • Before release, Kordiva re-checks settlement evidence, payout state, disputes/refunds and other payout safety conditions.
  • Refunds and disputes can reverse, reduce, block or hold payout amounts.
  • Platform and processing fees depend on plan and payment rail.

Example: a normal physical order uses first shipped +14 days; a digital-only or deposit order uses paidAt +7 days, subject to risk and payout safety checks.

Merchant role vs Store role

Merchant responsibilities

  • Maintain accurate legal and tax information.
  • Publish clear delivery and refund policy.
  • Ship orders on time and keep fulfillment proof.
  • Respond quickly to customer claims and dispute requests.

Store responsibilities

  • Store settings define products, prices, taxes, and checkout configuration.
  • Order lifecycle (paid, shipped, delivered, refunded) drives payment and payout events.
  • Compliance status can block go-live until all mandatory data is complete.

How refunds are handled

  1. 1. Merchant triggers refund for paid order.
  2. 2. Customer receives refund to original payment method.
  3. 3. Related transfer amounts can be reversed from payout flow.

How chargebacks/disputes are handled

  1. 1. Dispute event is received from payment processor.
  2. 2. Funds can be held/reversed while dispute is open.
  3. 3. Merchant submits evidence through processor channels.
  4. 4. Final outcome determines release or permanent deduction.
  5. 5. A flat USD 15 dispute fee charged by Stripe (per dispute, win or lose) is recovered from your next eligible payout. Same amount, no markup. Subscription is not affected.

Simple FAQ

When do I receive payout?

After order delivery and the configured payout delay window.

Who is responsible for refunds?

Merchant is responsible for policy clarity and refund operations.

Is there a chargeback fee?

Yes — USD 15 per dispute, charged by Stripe and passed through 1:1 to the merchant of the disputed order. Same on all plans. Deducted from your next payout, not from your subscription.

Is the order PDF invoice a fiscal e-invoice?

No. The PDF auto-generated for every paid order is a commercial invoice. The official UJP e-Invoice system/API is still in test/pilot phase, so Kordiva does not currently submit live production UJP e-Invoices. Production integration will be activated only after UJP officially makes production access available.

How fast does a customer get a refund?

Typically 5–10 business days after you approve it in the dashboard, up to 14 depending on the customer's bank. If your available balance is short, Kordiva pays the refund from your reserve so the customer is not delayed; the amount is deducted from your next payout.