+254 709 947 947 support@dpogroup.com

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.

General Payments

Does DPO have set up fees?

Yes, it’s a one-time setup fee which allows you to enjoy the service for a lifetime

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.

DPO Back Office

How do I view an xPay payment allocation?

In the DPO Payments back office, navigate to the xPay module to view all xPay entries.

How do I reset my DPO Account password?

Click the “forgot password” link on the login page, enter your email address, and follow the prompts to reset your password.

How do I make an xPay payment?

Open the accounting module, click on “add new xPay”, select the amount you want to pay, and allocate to the DPO Account of your choice.

Why does my password expire when I log out of my account?

For security purposes, we require our Merchants to update the passwords to their accounts frequently.

How do I pull a settlement breakdown report?

Log into your DPO Account and open the “report centre”, scroll down to the settlement & banks report, select your date range and pull the information.

Can the DPO Back Office show transaction-specific data?

Not currently, this functionality is a work in progress

How do pre-authorisations work?

With pre-authorised credit cards, a temporary hold is placed on funds. For more about pre-authorisation, please read our blog.

Does DPO have a mobile app making DPO Pay accessible on the go?

Yes, our mobile app, DumaPay, connects directly to your DPO Account, turning your handheld device into a point-of-sale. Use DumaPay to accept major payment methods in multiple currencies

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?

Yes.

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.

Settlements

What is settlement?

Settlement is when DPO pays you the funds, for the sales processes through your DPO Account.

What does DPO do with my money before the settlement date? Does it earn interest?

Your funds are kept in your DPO Account as we verify that all transactions are legitimate to protect your business against fraud.

Why can't I get my settlement funds in real-time after my customer pays?

Because of processing and verification: online payments are high-risk transactions, and DPO screens and clear each transaction to protect your business from fraud. We, however, have recently launched Real-Time Settlement only to the DPO Card available in Kenya and Tanzania.

Why can't I receive 100% of my money in the early settlement?

Security and curbing risk is part of our promise. Based on the processing and verification of each transaction, we need to make sure that we only settle valid, verified transactions. That’s why we limit the percentage to verify all your transactions before the settlement date.

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?

No.

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.

Security

How does DPO ensure that online transactions are processed securely?

DPO complies with the highest standards in payment security, holding a PCI-DSS Level 1 certification and are GDPR ready. Our fraud and risk infrastructure leverage AI-driven statistical data in addition to our global compliance. Our systems, coupled with our expert Risk Team, apply a wealth of expertise and adaptive data observing to monitor your transactions around the clock and help protect your business against fraud.

How does one verify a credit card?
  1. Asses that the card is an actual plastic card and not a copy.
  2. Inspect the card for any alterations.
  3. Validate that the cardholder’s name matches the name on the identification documents.
Important information about PCI DSS compliance

PCI DSS compliance is daunting and challenging but crucial for the security of you and your customers, and ultimately the success of your business. Read more about PCI DSS compliance on our blog.

Merchant

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
How do I become a merchant?

Register your business or contact us, and we will help you get started.

Does DPO promote my products and services once I sign up?

No.

What system requirements do I need to use DPO?

There are no additional features you need to make use of DPO Payments.

DPO Store

What are the fees to get an eCommerce shop with DPO?

We only charge transaction fees. Building your website is complimentary.

Will I be able to make changes to my online store?

Once we grant you access, you may perform the desired changes to your products/ services.

*Note that DPO does not allow Merchants to amend the design of a website. We allow three iterations of your website design per annum, submitting changes to us by a changelog.

How will my customers make payments for products/ services on my website?

Your DPO Store website is integrated with DPO Pay to allow your customer to pay by credit or debit cards, mobile money and more.

When will I receive my funds after my customers have paid?

With DPO Store, we settle within three business days.

Is special permission required to exceed the limit of products on my website?

No, our platforms are robust and can accommodate many products. You will upload these yourself with the help of our guides and videos.

How long does it take to create my online shop?

It takes five business days, from the day we receive all your website information, to create a DPO Store website.

What about hosting and maintenance of my website?

DPO covers hosting via AWS and works on a monthly maintenance schedule to ensure your website is up to date with the latest versions and plugins.

DPO Card

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.

DPO Virtual Card

What is a DPO Virtual Card?

As with all other virtual cards, DPO’s Virtual Card is a digital representation of a physical card used for safer online shopping. You also get early access to settlement funds with DPO’s Virtual Card, allowing faster business-to-business payments to suppliers, vendors and partners when paying online.

How many virtual cards can I buy per day?

You may purchase up to five virtual cards per day.

Is there a maximum value that may be loaded on my DPO Virtual Card?

Yes, $5000 a day.

Will my DPO Virtual Card automatically be renewed?

Yes, it renews by default one month before the expiry date granted the card has been active for at least six months.

If I don't use the virtual card before the expiration date and have a remaining balance, will I get refunded?

Yes, we will refund the card value to your DPO Account, minus the $1 processing fee.

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.

Popular Resources 

Brand Assets

Display our trusted DPO Group Logo on your website.

Video Guides

Visit our YouTube channel for the latest videos and how-to guides.

Have a Different Question?

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We’re Here to Help

Contact Us

Address

DPO Group Limited
6th Floor, Avenue 5 building, Rose Ave, Kenya

Email

support@dpogroup.com

Office hours

M-F: 08:00 – 17:30
S-S: 09:00 – 16:00

Phone

+254 709 947947

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