SeQura | Preguntas frecuentes

How can I shop with Sequra?

You just need to do your normal shopping at one of our partner stores.

Add the products you want to buy to your basket and go to the checkout.

Among the various payment types the store offers you'll find one or more of our payment methods.

Our system will open with the payment method you select and you'll see all the information relating to the payment.

Follow the steps until the payment goes through and you're done! We'll keep you up-to-date on the status of the payment at all times by email.

Where can I buy with Sequra?

You can find all the stores we work with using our search tool.
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We'll include more every day until we get to the more than 4,000 stores and services that we've currently got signed up.

How can I set up an account with Sequra?

When you make your first purchase, your account will be created with your personal details and your mobile number and you'll be able to log on whenever you like.

How can I log on to my account?

To log on to your account you just need the ID number and mobile number or email address you registered with.
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If you have problems logging in to your account please contact us.

Why has my purchase request been turned down?

The SeQura analysis system carries out an individual study of each request analysing multiple variables both of customers and the products they want to buy. Acceptance by the computer system is necessary in order to be able to use our services.
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If you've received the message that your order has not been accepted, on this occasion you'll need to choose another method of payment to make the purchase.

My purchase has not arrived. What should I do?

First, contact the store to find out about the status of the delivery.

If you used Pay Later to make your purchase and the payment deadline is approaching, don't worry: we'll gladly extend the deadline so you can receive and check it in good time prior to paying. You just need to notify us here.

To extend the deadline due to a delivery delay provide us with your details and the order number. Our team will give you an extra week so you can receive your purchase before paying for it.

Our customer service is fast, but try to notify us at least 48 hours before the payment deadline (especially if it falls on a weekend) so we don't bother you with any late payment notices.

How does it work?

Select "Pay Later" as the payment method at the end of your purchase. This will take you to our system where you'll just need your ID number and mobile number. And that's it! Your purchase will have been made without paying for it yet.

When the store ships your purchase you'll receive an email with the next instructions for payment once you've checked your purchase.

*It's unusual, but for reasons of security some retailers will also ask you for your card number. This is not to charge you at the time but to process an automatic payment 7 days after shipping when you've had time to check your purchase.

How is payment made?

You choose! Once you've checked your purchase you can pay by card, bank transfer or by bank deposit.

To pay by card:

In your user account select the purchase you want to pay for and click “Pay now”.

To pay by bank transfer or bank deposit:

We have accounts with five different banks for you to choose from. Check our account details.

Don't forget to include the reference that we give you in the email so we can find your payment.

*If you choose to go to the bank and make a deposit you should bear in mind that banks do not accept cents and round up the amount.

Is there any extra charge?

It's as free as the air we breathe. Free of subsequent hidden costs, just the amount of your purchase. Just remember that if you choose the option of paying by bank transfer, your bank may charge a commission for the transfer.

Why have I been asked for my card to complete this purchase?

It's unusual, but sometimes depending on the type of retailer or product, we may ask for card details in the last step for security reasons. Payment will not be made at the time of purchase but automatically 7 days after the store notifies us that your purchase has been shipped.
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If you're not satisfied with your purchase and decide to return it, you'll just need to notify us in your user account via "Notify return" and we'll stop the payment for a few days until the store confirms the return.

I still haven't received my purchase and the deadline for payment is approaching.

Stores sometimes face logistical problems and shipments take more than 7 days to arrive. No need to worry!
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Get in touch with us and we'll postpone the payment date so you can receive your purchase in good time before paying for it.
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It's important that you let us know so we don't bother you with late payment notifications.

Is it possible to pay before the payment deadline?

Of course! If you don't want to wait you can pay whenever you like once delivery has been made.
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The easiest way is to log on to your account and pay with your debit or credit card (Visa or Mastercard). You can also choose to be charged automatically by clicking "Automatic payment" in your user account and that way you don't need to keep an eye on the due date (you'll always receive a confirmation email whether the automatic payment has gone through successfully or there has been some kind of problem).
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If you prefer, you can also pay by bank transfer or bank deposit*. We have accounts with five different banks for you to choose from. Don't forget to include the reference that we give you in the email so we can find your payment.
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* If you choose to go to the bank and make a deposit you should bear in mind that banks do not accept cents and round up the amount.

How do I know if the payment has been made successfully?

If you pay by card (whether manually or automatically) we'll send you a confirmation by email. So you'll always know if we've received the payment or not. If not, we'll immediately look for a solution.
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If you make the payment by transfer or bank deposit we'll send you the confirmation email when we receive the payment. Transfers can take 1-2 days to arrive. If more than 2 working days go by after paying and you haven't received our confirmation, you can contact us to check the status of your payment.

I want to return my order, what do I need to do?

First you need to contact the store where you made the purchase to start the return process as instructed by the retailer

Then, avoid paying for something you're not going to keep. To do this, log in to your account, find the order, click “Notify return” and we'll suspend the payment until the store notifies us of the return.

I've already paid for my order but I've returned it. How do I get a refund?

Once the store confirms the return, we'll process the refund immediately using the same method you used to make the original payment. If you paid by card we'll refund the amount to your card. If you paid by bank transfer or bank deposit, we'll ask you for the account number to send you the refund.

This process may take 2-5 working days.

How can I split the payment?

If you prefer to pay by instalments, you can change the payment plan at any time in your user account. Find the order and select "Split payment". You can split the payment over 3 or 6 months.

If you prefer to pay by instalments, you can change the payment plan at any time in your user account. You just have to find the order and select "Split payment". You can split the payment over 3 or 6 months.

How does this payment method work?

Select "Split into 3" as the payment method at the end of your purchase. Enter your ID number and mobile number and pay the first part right away. Instantaneous and no paperwork needed! The other payments will be charged automatically to your card each month and we'll send you confirmation by email.

Is there any extra charge?

We work in partnership with the stores to ensure it's completely free for you (hence our use of the word "split", because it's a natural division into 3 instalments). When we say "free of charge", we really mean free of charge.

*Although it is not very common, you may find some stores that cannot offer this service for free; instead, there is a single opening charge that is levied with the first payment together with the first instalment. If this is the case, you'll find "opening charge" clearly displayed during the process to avoid surprises.

How are the instalments paid?

Payment of the instalments is charged automatically to the card you used to make the first payment.

When is the charge made to my card?

The day the instalment is charged is the same day of the month on which you made the purchase.

How do I change the card used for charging?

You need only log on to user account, enter the applicable purchase and click on the "Change" button which you'll see next to the card number where the instalment payments are being made (top right-hand corner).

As always, all changes are free of charge and incur no penalty, although you'll see that we charge €1 to the new card to validate it; we deduct this amount from the last instalment.

How can I make payments in advance?

Log in to your account and select the plan you want to end; look for the "Pay off plan" option. You can pay off the amount due there and then, making your payment by card, bank transfer or bank deposit.

I want to return my order. What do I have to do?

First you need to contact the store where you made the purchase to start the return process as instructed by the retailer.

When the retailer notifies us that the item has been returned we'll automatically send the refund to your card.

In the event that you change the item or make a partial return the refund will not be processed; instead the remaining instalments will be adjusted to the new order value.

How does this payment method work?

Buy in the store selecting "Split Payment" as the payment method when finalising your purchase. Next our system will open and you just need to choose the number of instalments, enter your personal details and pay the first instalments. Paperwork-free! You only need your ID number and mobile. The remaining payments will be made every month automatically on your card.

Every month we'll send you notification of the charge by email or we'll tell you if for any reason it wasn't possible to collect payment so you can take the necessary steps.

How much does it cost? Is interest charged?

No interest is charged. The APR is 0%. There's just a fixed cost per instalment depending on the value of the order. For example, if you choose to pay for an order of €200 over 3 months, you'll pay €69.60 each month (just €3 per instalment each month).

* Specific conditions may apply in accordance with the store's conditions, but you'll always find the payment information clearly displayed throughout the process.

How will I know when I have to pay each instalment?

You won't need to worry about a thing. Each month (on the same day of the month you made the purchase) an automatic charge will be made to the card you used to pay the first instalment And, as always, you'll receive a confirmation email of this operation.

Can I choose the number of instalments?

Of course! Before finalising the purchase we offer you various options so you can choose the one that best suits you. Selecting "Split Payment" as the payment method opens up our system and then the first step is to choose your payment plan - depending on the store you can choose between 3, 4, 6, 12 or 18 months.

Can I pay off my Split Payment plan in advance?

You can make your payment whenever you like, without restrictions or additional cost. All changes are free, without penalty. If your plan has fixed monthly costs, you'll save when you pay off more than one instalment!

Log on to your account and select the plan you want to end to find the "Pay off plan" option, where you'll be able to make all the remaining payments, paying by card, bank transfer or bank deposit.

If on the other hand you want to make a partial payment of various instalments, you can also do this by getting in touch with us.

How can I change the date on which the instalment falls due?

We're working on including this option in your user account very soon. For now, you can change the due date to the day that suits you at no extra charge and penalty-free by contacting our team.

Can I return the order once the first instalment has been paid and get a refund?

Contact the store where you made the purchase so they can notify you of the conditions and thereby process the return. Once the store confirms that they have processed the return successfully we'll refund the amount to the same card that you used to pay the first instalment.

In the event that you change the item or make a partial return, instead of refunding you, the remaining instalments will be adjusted to the new amount of the order.

How can I change the payment card?

You need only log on to user account, enter the applicable purchase and click on the "Change" button which you'll see next to the card number where the instalment payments are being made (top right-hand corner).

As always, all the changes are free of charge and penalty-free, although you'll see that we charge €1 to validate the card. This will be deducted from the last instalment.

If a course is cancelled, will the money be refunded?

If the course is cancelled in its entirety, everything that you've paid with SeQura will be paid back to you.

Bear in mind that education and training centres usually offer a defined period when you can change your mind (usually 14 days) and some of them charge cancellation fees that they deduct from the amount to be refunded. The training centres' cancellation policies are usually found in the enrolment terms and conditions.

How can I cancel an order on SeQura?

If it's the customer who is asking you to cancel, there are two options depending on your platform.

- Automatic process: If your platform allows it (see the "Operations" section of the paperwork we sent you) simply by updating on your side the change will automatically show up on Simba.

- Manual process: If in the aforementioned paperwork it does not specify that the cancellations are automatic, you have to find the order on Simba and enter the order details:

• Select the "Cancelar / Cancel order" option (bottom left).
• This will open a drop down list with the reasons for cancellation. Select an option as applicable.
• Return to "Cancelar / Cancel order"
• The order will have been cancelled.

‍Important: An order can only be cancelled if it hasn't been shipped; if the order is already listed as shipped it will have to be processed as a return.For more information it is recommended that you watch the following video:

‍https://sequra.atlassian.net/wiki/spaces/DOC/pages/1503264856/08+-+CANCELAR+PEDIDO

How can I register a return on SeQura?

To register the return of an order, there are two options depending on your platform.

- Automatic process: If your platform allows it (see the "Operations" section of the paperwork we sent you) simply by updating on your side the change will automatically show up on Simba.

- Manual process: If in the aforementioned paperwork it does not specify that the returns are automatic, you have to find the order on Simba and enter the order details:

• Click "Editar Carrito / edit cart" in the lower part of the invoice (bottom left).
• This will immediately enable the cart fields to be edited: “Reference”, “Name”, “Prices”, “Quantity" and “Totals” and the trash can icon will appear on the right.
• Delete the returned products using this icon.
• Lastly, press "Actualizar / Save"For more information, watch the following videos:

‍https://sequra.atlassian.net/wiki/spaces/DOC/pages/1503330428/09+-+DEVOLVER+COMPRA+AHORA+PAGA+DESPU+S‍

‍https://sequra.atlassian.net/wiki/spaces/DOC/pages/1502085368/10+-+DEVOLVER+PAGO+FRACCIONADO

When will I get paid for an order?

We process payments for orders shipped every working day (if payment for an order falls on a weekend or public holiday it is processed the following working day). Check your contract to see the time it takes for each of our products to be paid.

How can I mark an order as “shipped” on seQura?

If you haven't received any notifications from seQura once the period for order acceptance verifications has elapsed it means that you can go ahead and ship the order. Ship using your own management platform (Prestashop, Magento, etc…); once a day the information about shipments will be automatically updated on Simba.

Very occasionally it may happen that an order does not automatically update the shipment correctly from your platform to Simba. In these cases you need to mark the order as shipped manually. To mark the shipment manually on Simba you need:

“Shop now, pay later”
• Click on the green “Enviar Carrito / Ship items" button, in the lower right-hand side of the order information.
• Then select “Enviar / Ship items”

For more information, watch this video:

‍https://sequra.atlassian.net/wiki/spaces/DOC/pages/1503035489/05+-+ENVIAR+COMPRA+AHORA+PAGA+DESPU+S
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"Split payment"

• Click on the green “Enviar Carrito / Ship items" button, in the lower right-hand side of the order information.
• Then select "Enviar todo / Ship everything”:
• And finally click “Actualizar / Save”

For more information, watch this video:

‍https://sequra.atlassian.net/wiki/spaces/DOC/pages/1503363121/06+-+ENVIAR+PAGO+FRACCIONADO

How do I update the seQura modules on my website?

Go to our documentation and select your e-commerce platform. Step 3.3 UPDATING explains the steps to follow.

How can I access the SeQura order panel?

• Open this link: https://simba.sequra.es/session/new
• Your username is the email address we gave you and the password is the one you generated in the email we sent you at that address. If it's not your first visit, check whether you have changed the password.

If you need more information, watch these videos:

‍https://sequra.atlassian.net/wiki/spaces/DOC/pages/1501986882/01+-+ACCESO+Y+CONFIGURACI+N

‍https://sequra.atlassian.net/wiki/spaces/DOC/pages/1502085204/02+-+P+GINA+DE+INICIO

I have my first sale, what do I do now?

We need to know when you'll be sending the products to the customer, in order to get the payment instructions to them. To this end we need you to mark the orders as shipped when you send them.

It's important that this is done when the order is shipped and that this shows beforehand any change that may have arisen before shipping, whether in terms of products sent or customer details, shipping and invoice addresses...

Depending on your eCommerce platform, you'll need to follow different steps. You can refer to the operations documentation that we've given to you for this. If you still have queries, you can contact us at sat@sequra.es

How can I cancel an order on SeQura?

How can I register a return on SeQura?

I want to change the eCommerce platform on my website. What do I need to do?

Our plugins are compatible with most eCommerce platforms. Write to us at sat@sequra.es specifying your business and we'll give you everything you need for your new website.

The orders are not being completed correctly. What should I do?

Check that your website's SSL certificates are valid. If the problem persists, contact us at sat@sequra.es specifying your business.

Where can I find SeQura's visual resources to publicise the service on my website?

We give you all the marketing resources you need to convey our flexible payment solutions to your customers. To maximise efficiency check out our tutorial for the best way of applying them. Click here.

How am I going to be paid?

We carry out a bank transfer every day including all the orders to be paid on that day to the account provided in the partnership contract.

We bear the costs associated with the transfer provided that this is an account in Spain.

When will I get paid for an order?

What commissions does seQura charge me?

We deduct a percentage of the total order amount when making a payment for it. The commission will depend on the method of payment chosen by your customer.

For example: a split payment will mean a commission of 0.5% of the order amount regardless of whether your customer chooses to pay in 3, 6 or 12 instalments.

If you've decided to offer Split into 3 at no charge for your customer, a commission of 2.95% of the order amount will be applied to you.

Does SeQura guarantee me payment for the total of the order?

By trusting in us as a payment method, you become our partner. This means that we accept 100% of the transaction risk and you can be assured that you will be paid for the orders.

Because we are the ones who verify the details of your customer, once we accept a sale, it means that we will pay you this amount whether or not your customer pays.You only need to focus on selling - we'll look after the rest!

How can I change the bank account to which the payments are sent?

It often happens that during the lifetime of a company, changes arise in terms of banking information, address and other fiscal data. In any of these circumstances, you only have to send an email to our legal department or contact customer services and we'll process it immediately. We'll just need the paperwork verifying such a change. In the case of bank accounts we need the account title certificate issued by the bank.

What can I offer in-store?

Our InStore solution enables you to extend the same experience that you offer customers on your website to the in-person channel.

The products available for selling in your physical stores are: Split into 3 and Split Payment.

Your sales staff will be able to replicate the dynamism of an eCommerce purchase by requesting just the same 5 personal details requested on the website: name, ID number, date of birth, mobile number and invoice address.

The most immediate experience on the market! Your customer will leave your store happy with their order in their hands.

How can I change the language of the SeQura order panel?

You can configure the language of the Simba interface (English/Spanish). The right-hand side of the upper menu on the home page shows the name of the store. When you click on this various options drop down. One of these is:

• Select language

For more information, watch this video:

‍https://sequra.atlassian.net/wiki/spaces/DOC/pages/1501986882/01+-+ACCESO+Y+CONFIGURACI+N

How can I add a new user to access the seQura order panel?

To request a new user to access our order panel you need to contact the support service:

• Telephone number: 93 176 00 08 Monday-Friday 9-14:00 and 18-21:00
• Email address: clientes@sequra.es

How can I update the password to access the seQura order panel?

The right-hand side of the upper menu on the home page shows the name of your business. When you click on this various options drop down. Among them:

• Enter a new password

If you can't remember the current password, you can restore it on the same home page as the panel, using the “Forgot password?” option.

For more information, watch this video:

‍https://sequra.atlassian.net/wiki/spaces/DOC/pages/1501986882/01+-+ACCESO+Y+CONFIGURACI+N

How can I find an order on the SeQura panel?

The Simba home page is divided into three large sections:

• Upper menu: this is the green menu in the upper section of the screen.

On the left-hand side of the upper menu is the Orders button, which enables you to search for orders

• Search form: this enables you to search for orders and customer files by entering the details in the applicable fields.

The right-hand side of the upper menu displays an order search option. The field with a magnifying glass is the order search tool. Here you can enter the store order reference to carry out the search. When you click on the order, a screen will open with all the customer and shopping basket information.

For more information, watch this video:

https://sequra.atlassian.net/wiki/spaces/DOC/pages/1502085204/02+-+P+GINA+DE+INICIO

‍https://sequra.atlassian.net/wiki/spaces/DOC/pages/1503297567/03+-+B+SQUEDA+DE+PEDIDOS

What order information can I see?

Once you have opened an order, you will see the following information:

• Purchase reference (Order number)
• Date of purchase
• Payment method chosen by the customer
• Customer details: Full name / email address / Date of birth
• Basket (items or services bought by the customer)
• Payment report (transfers)
• Record of retailer's activity (updating of basket, returns, cancellations, etc.)

For more information, watch this video:

‍https://sequra.atlassian.net/wiki/spaces/DOC/pages/1503330326/04+-+P+GINA+DE+PEDIDO

Can I export a list of orders from the seQura panel?

Yes. From the general order page, once the search filters that you need have been recorded, you can click the "Export" button to create an Excel list of the results found.

How can I mark an order as “shipped” on seQura?

If you haven't received any notifications from seQura once the period for order acceptance verifications has elapsed it means that you can go ahead and ship the order. Ship using your own management platform (Prestashop, Magento, etc…); once a day the information about shipments will be automatically updated on Simba.

Very occasionally it may happen that an order does not automatically update the shipment correctly from your platform to Simba. In these cases you need to mark the order as shipped manually. To mark the shipment manually on Simba you need:

“Shop now, pay later”
• Click on the green “Enviar Carrito / Ship items" button, in the lower right-hand side of the order information.
• Then select “Enviar / Ship items”

For more information, watch this video:

‍https://sequra.atlassian.net/wiki/spaces/DOC/pages/1503035489/05+-+ENVIAR+COMPRA+AHORA+PAGA+DESPU+S

"Split payment"

• Click on the green “Enviar Carrito / Ship items" button, in the lower right-hand side of the order information.
• Then select "Enviar todo / Ship everything”:
• And finally click “Actualizar / Save”

For more information, watch this video:

‍https://sequra.atlassian.net/wiki/spaces/DOC/pages/1503363121/06+-+ENVIAR+PAGO+FRACCIONADO

How can I delete or add items to a SeQura order?

To delete items from a basket follow these steps:

• Click "Editar Carrito / edit cart" in the lower part of the invoice (bottom left).
• This will immediately enable the cart fields to be edited: “Reference”, “Name”, “Prices”, “Quantity" and “Totals” and the trash can icon will appear on the right.
• Delete the products concerned using this icon
• Lastly, click "Actualizar / Save"

The system will automatically send the customer the new payment conditions.

Important: Once financing has been accepted new products cannot be added to the basket. In the event that the customer wants to buy more items, they will have to make a new purchase or pay the difference to the retailer.

For more information, watch this video:

‍https://sequra.atlassian.net/wiki/spaces/DOC/pages/1504247809/11+-+EDITAR+COMPRA+AHORA+PAGA+DESPU+S‍

‍https://sequra.atlassian.net/wiki/spaces/DOC/pages/1504116754/12+-+EDITAR+PAGO+FRACCIONADO

How can I add a discount to a SeQura order?

• Click "Editar Carrito / edit cart" in the lower part of the invoice (bottom left).
• Click the “Añadir descuento / Add discount” option
• An additional line will be added to the basket to record the discount*
• Lastly, click "Actualizar / Save"

The system will automatically send the customer the new payment conditions. *It is not necessary to enter the negative value of the discount. The system performs the calculation itself and makes the applicable deduction.

‍For more information, watch this video:

‍https://sequra.atlassian.net/wiki/spaces/DOC/pages/1504247809/11+-+EDITAR+COMPRA+AHORA+PAGA+DESPU+S

‍https://sequra.atlassian.net/wiki/spaces/DOC/pages/1504116754/12+-+EDITAR+PAGO+FRACCIONADO

How can I add shipping charges to a SeQura order?

• Click "Editar Carrito / edit cart" in the lower part of the invoice (bottom left).
• Click the “Añadir gastos de envío / Add handling” option
• An additional line will be added to the basket to record the new charge
• Lastly, click "Actualizar / Save"

The system will automatically send the customer the new payment conditions.

For more information, watch these videos:

‍https://sequra.atlassian.net/wiki/spaces/DOC/pages/1504247809/11+-+EDITAR+COMPRA+AHORA+PAGA+DESPU+S‍

‍https://sequra.atlassian.net/wiki/spaces/DOC/pages/1504116754/12+-+EDITAR+PAGO+FRACCIONADO

How do I update the seQura modules on my website?

Go to our documentation and select your e-commerce platform. Step 3.3 UPDATING explains the steps to follow.

I want to add users to the Simba platform so other team members can manage orders

Write to us at clientes@sequra.es giving an email address for each user you need. Once created, the new users will receive an email with a link to generate their password.

You can also create permissions to access the seQura backoffice depending on the role of each user. Viewing the various aspects related to your account will depend on such permissions. You can have users for administration and others for warehouse and shipping management that can only access the fields they need to do their job.

The orders are not being completed correctly. What should I do?

Check that your website's SSL certificates are valid. If the problem persists, contact us at sat@sequra.es specifying your business.

Where can I find SeQura's visual resources to publicise the service on my website?

FAQs

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