DPO Group FAQs
Have a read through our frequently asked questions (FAQs), and don’t hesitate
to get in touch with our support team if you need further assistance.
Does DPO have set up fees?
No, DPO no longer charges set up fees. Newly onboarded merchants are no longer required to pay a set up fee.
How will I receive funds into my DPO Account?
Funds processed by DPO Pay will be settled to the merchant’s nominated bank account or MPESA (Kenya). This is all dependent on the related regulations from the processing country. Kindly contact your account manager or support desk for clarity on your preferred settlement option.
How is DPO different from a bank?
We are a Payment Service Provider (PSP), focussing on facilitating the online payment process. A single connection to DPO allows your business to accept credit and debit cards, mobile money payments and bank transfers.
Which payment options does DPO accept?
We accept all major payment methods, including credit and debit cards, bank transfers, mobile money payments like PayPal, M-Pesa, Tigo Pesa (Tanzania), Airtel Money, and MTN (Zambia, Uganda, and Rwanda).
In which countries are DPO Pay accepted?
Being a cloud-based solution, DPO Pay can be used by your shoppers globally.
What is a rolling reserve, and does it earn interest?
Kept for security purposes, a rolling reserve is an amount held by banks for all card payments. With no report of chargebacks, the rolling reserve is usually released after 180 days once the transaction is verified.
eCommerce & Shopping Carts
Which eCommerce platforms does DPO connect to for checkout?
We integrated with major eCommerce shopping cart platforms like WooCommerce, Magento, Prestashop, Shopify, Wix, Gravity Forms, WHMCS, OpenCart, and Ecwid.
In which coding language is the DPO API written?
We use XML as the primary coding language and PHP as the secondary.
Do you have a WordPress Plugin?
Can I integrate DPO into my mobile app to accept payments online?
Our customisable API’s integrate into both web and mobile applications. Please contact us for API documentation.
Chargebacks & Refunds
What is a chargeback?
A chargeback is when a customer disputes a transaction on their card requesting a reversal of funds initiated by the cardholder’s bank. You, as the Merchant, are responsible for repaying the funds to your shopper.
We will assist you throughout the chargeback process.
Is there a limit to how many chargebacks I can perform?
Who bears the risk in a case of chargeback?
You as the Merchant.
Why is the customer asking for a refund from DPO and not me, yet I offer the product/ service?
DPO processes the payment on your behalf. Therefore we are the Merchant on record.
How do I perform a refund?
Get in touch with us to initiate a refund. Note that refunds are essential to prevent potential chargebacks.
What are the types of chargebacks?
Click here to read our blog on types of chargebacks and how to prevent them.
We’re Here to Help
DPO Group Limited
6th Floor, Avenue 5 building, Rose Ave, Kenya
M-F: 08:00 – 17:30
S-S: 09:00 – 16:00
+254 730 847 847