ShopKeep Payments FAQ

This list of frequently asked questions answers some of the most common ShopKeep Payments questions we receive from merchants like you.

Table of Contents

Account Setup & Access

This section covers questions about setup and access of your ShopKeep Payments account. Need to set up a new account, update account information, or make your account dormant? It’s all covered here.

How do I get set up with ShopKeep Payments for credit card processing?

Contact your Point of Sale Specialist or visit our ShopKeep Payments page to get a free quote.

You’ll need to fill out an application and submit a voided check or bank letter to verify your bank account details. Once you’re approved, you’ll receive a welcome email with your merchant ID and instructions for running a test transaction in ShopKeep.

Select eligible merchants may see a landing page directly in their BackOffice.

How can I update or change my bank account information after setup?

For all bank changes, you must supply a voided check or bank letter to confirm your account details. Changes typically take 3-5 business days to process but can take up to 7 days for accounts less than 90 days old. To limit any delays, you should provide your long-term choice of deposit account when you first sign up.

Submit your request to our team at paymentssupport@shopkeep.com with one of the following:

  • Bank letter on bank letterhead which must include your complete business name, routing number, account number, and be signed by a bank representative, or;
  • Voided check which must be preprinted with your DBA or legal name (no temporary checks or stickers)
  • How can I change my ShopKeep Payments account information?

    If you need to update your banking information, please see the question above.

    For all other changes, including DBA, DBA address, phone number, ShopKeep Payments email, legal name, legal address, or EIN, you must submit a request to paymentssupport@shopkeep.com.

    How can I place my ShopKeep Payments account into dormancy?

    If your business is open seasonally or has to temporarily close, we can make your account dormant for the duration of your off-season if you’re paying month-to-month and are not on a contract. This dormant status is offered at a discounted rate that covers maintenance fees to keep your account’s gateway and processing account accessible, functional, and secure.

    Submit your request to the ShopKeep Payments team at paymentssupport@shopkeep.com.

    How can I cancel my ShopKeep Payments account?

    Before you call it quits, consider that we guarantee our rates to be the lowest of any ShopKeep compatible processor. If you get a lower rate in writing, bring it to our sales team and give us a chance to match or beat it.

    If you decide to cancel, give us a call or send us an email to close your account. Only the Business Owner or an authorized contact can do this, so expect to complete a brief security check to confirm your identity.

    Rates & Fees

    This section addresses common questions about the rates and fees associated with your payments account. Learn how we determine processing rates, how to calculate your all-in rate, and how fees are assessed.

    What are your processing rates?

    ShopKeep Payments doesn’t charge a flat rate, instead we use an interchange or cost plus model. We pass along the cost charged by each card brand (e.g. Visa, MasterCard, etc.) plus a small markup for service and support. Exact rates may vary somewhat month-to-month based on the cards you run but should stay within a tight range. Contact your Point of Sale Specialist to get a quote for your business.

    How do I determine my all-in rate?

    Accounts set up through ShopKeep use interchange-plus pricing which is different than a flat rate. The all-in rate provides an estimate of the average fee charged per transaction during that month. Learn how to calculate your all-in rate using the AccessOne reporting portal here.

    When do I pay my credit card processing fees?

    Processing fees are calculated on the 1st of every month for the previous month’s activity and are automatically deducted from your bank account as a lump sum, usually on the 2nd or 3rd of the month. Detailed statements are available online in the AccessOne reporting portal.

    AccessOne Reporting

    AccessOne is the online portal where you can view credit transactions, processing statements, and other details related to your ShopKeep Payments account. This section focuses specifically on AccessOne.

    How can I view my statements and processing details?

    Shortly after completing ShopKeep Payments boarding, you will receive an email that includes your username and a link to the AccessOne reporting portal for viewing statements, deposits, and more. Click the link within 48 hours to activate the account. The password you create must be at least eight (8) characters long and contain at least 1 uppercase letter, 1 number, and 1 special character.

    How do I request access to AccessOne?

    If you did not receive an email for access to AccessOne or did not click the link in the email within 48 hours, please email paymentssupport@shopkeep.com to request a new link.

    Batching & Deposits

    To learn about how batching and deposits work, continue below for answers to the most common questions about these topics.

    How do I batch out?

    With ShopKeep Payments, batching happens automatically each night and batches are set to close, by default, just after midnight.

    When do I receive money from credit card transactions?

    Deposits occur within 24-48 business hours of batch closure (by default, batches are set to close just after midnight). Processing fees are billed monthly, so you’ll receive your full credit revenue with each deposit.

    In practical terms, this means sales run on Monday batch early Tuesday and reach your account by Wednesday. Friday and Saturday sales deposit on Monday because banks don’t operate on Sundays. Similarly, when there is a bank holiday (e.g. MLK Day, Columbus Day, etc.), funds are delayed by a day. Click here for a list of federal bank holidays.

    What are ACH rejects and how do I resolve them?

    ACH rejects occur when there is a problem depositing funds to or withdrawing them from your payments account. This can occur for a variety of reasons but most likely because we are unable to debit fees or receive payments, your account is frozen or closed, or there is a debit block.

    We proactively reach out to you to resolve ACH rejects, so please look for an email from us asking you to take one of the following actions:

  • Update your bank account on file, or;
  • Provide confirmation via bank letter stating the issue has been resolved and that we can deposit or withdraw funds going forward
  • How can I check for discrepancies between a batch and my ShopKeep sales?

    Discrepancies often occur when comparing a batch’s total to sales from a different day, if a holiday delays the batch deposit, or if there are missing or duplicate charges. If you think there may be a discrepancy, follow the steps below to reconcile the batch with your ShopKeep sales.

    1. Run the Dashboard in the ShopKeep BackOffice and check the ‘Sales Tenders’ tile for the total credit sales processed in ShopKeep on a specific day.
    2. Run the 'Batch History' report in the AccessOne reporting portal to view the batch total for the same day.

      Each batch’s ‘Report Date’ is usually 2 days after its sales were rung up, so click the ‘Batch #’ to confirm when a batch’s transactions were actually run.

    3. If the two totals above are different, compare the detailed batch view in AccessOne with the BackOffice Transactions report (filtered by the 'Credit' tender) to locate missing or duplicate transactions.

      If there is an extra sale in the batch, it is most likely a duplicate. Sort the detailed batch view by ‘Card #’ to see if there are multiple charges on any particular card.

    Miscellaneous

    Below we address miscellaneous questions about ShopKeep Payments unrelated to the sections above.

    A customer was overcharged, how do I request a partial refund?

    Most refunds can be done directly through the ShopKeep app by performing a return. If you have only one item on your receipt and need to refund a partial payment of the single item, email your request to paymentssupport@shopkeep.com with the original sales receipt and the total amount to refund (including tax, if applicable).


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