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, we do not charge for setting up your DPO Account.
How will I receive funds into my DPO Account?
We settle to all banks worldwide. In Kenya and Tanzania, we can pay funds to your DPO Card.
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 e-commerce 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.
When will my DPO Account be created?
Once you registered with us and submitted all the relevant KYC documents, your account will be live within 24hrs.
Know Your Customer (KYC) Documents include:
- Certificate of incorporation
- Tax registration certificate
- Director’s national ID or Passport (in full colour)
- Refund or cancellation policy (T&C’s)
- High-resolution company logo
- Complete list of all your products/ services
Does DPO promote my products and services once I sign up?
What system requirements do I need to use DPO?
There are no additional features you need to make use of DPO Payments.
Can anyone apply for a DPO Business Card?
No, the DPO Business Card is only available to DPO Merchants.
How do I get a DPO Business Card?
Apply for a DPO Business Card after signing up with DPO.
How long does it take to get a DPO Business Card?
Cards are issued once the application is approved.
How much does it cost to get a DPO Business Card?
- $7 joining fee
- $2 per month maintenance fee
How many currencies does the DPO Business Card hold?
Our multi-currency prepaid card holds six currencies: local currency, USD, GBP, EUR, and other currencies of your choice.
Real-Time Settlements (RTS)
What are the requirements to get a real-time settlement?
You are required to have a DPO Merchant Account and operate in Kenya or Tanzania.
Can I receive RTS to a mobile money wallet?
No. RTS is currently only available to the DPO Business Card.
How many currencies does RTS accommodate?
Your local currency and USD.
How much can I get settled through Real-Time Settlement?
DPO sets limits and can change this on request. Get in touch with us to know what your current limit is.
Display our trusted DPO Group Logo on your website.
Visit our YouTube channel for the latest videos and how-to guides.
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
+254 709 947947