What do you need help with?

General

Is my information and other details secure?


Your personal information is safe, treated with the strictest confidence and will never be shared with a third party without your permission. We ensure all information is encrypted and our payment gateway partner complies with PCI DSS Level 1 standards. Please refer to our privacy policy for more information.




Have more questions?


We are always available to answer any of your questions. You can chat with us via WhatsApp by clicking here or if you prefer, you can also reach us via email at hello@krowdbox.com




What is Krowdbox all about?


Krowdbox combines payment, tracking and other unique capabilities to provide a convenient way of receiving payments. As a small business, you can utilise our capabilities to simplify your payment collections, extend payment options and improve tracking. This is all conveniently on the cellphone.




What if I have forgotten my password and can’t login?


If you have forgotten your password and unable to login, select Forgot password on the login page. Enter your registered email address and we will send you a reset password link.




Do you need to verify my personal or business details?


As a financial services company, we are required by law to comply with all Financial Intelligence Centre Act (FICA) rules, one of which is to verify your business. It may sound a like a chore, but taking the time to FICA helps to reduce illegal activities and keep you safe. To verify and activate your business, we just need a few documents:

  1. Copy of ID of the authorised representative
  2. If registered, your business registration document (e.g. CIPC or similar)
  3. Proof of business address (or personal address if your business is not yet registered)
  4. Proof of bank account (e.g. bank confirmation letter)
  5. If your business has more than one Director, provide a letter or resolution signed by 2 Directors which lists the names of all Directors, their ID numbers and authorising the representative to act on its behalf
Our verification is quick but sometimes may take up to 48 hours but we will contact you once it is completed.




Can I sign-up if my business isn't registered?


We support every type of business. If your business or side hustle isn't registered yet, you can still sign-up. We will register it in your personal name and conduct our FICA using your personal details.





Pricing and Settlements

Are there fees associated with using Krowdbox?


We charge an all-in fee for each successfully transaction and we do not charge any setup or monthly fees.

Transaction type and fees:

Invoice payments: 4% of transaction value.

Product links: 4% of transaction value.

QuickPay: 4% of transaction value.

Refunds: Free to process customer or employee refunds.

Gifting and Rewards: Contact us for bulk transaction charges.

All fees are exclusive of VAT.

Here is an example of how the fees and payout work:

Transaction type: Invoice payment

Fee: 4.0% ex VAT (which is 4.6% VAT inclusive)

Transaction amount: R100

Krowdbox fee: R4.60 (4.6% x R100)

Payout to you: R95.40




How long does it take to get my funds?


For invoice payments, we tie your payment to the due date selected when you create an instruction. Once your transaction is completed on that date, all transactions below R10,000 are paid directly into your bank account within 24-48 hours, depending on your bank. You can also access the funds early from your dashboard if your customer makes payment before the selected due date.

For product payments and QuickPay, we pay all sales generated on each day into your bank account within 24-48 hours, depending on your bank.

Single transactions above R10,000 and fraud detection: We monitor all transactions closely to detect any fraud. All single transactions above R10,000 will be subject to system and sometimes manual review to detect and prevent any fraud. This means such transactions may take up to 72 hours to reflect in your account.

Do note that the time stated excludes non-working days such as weekends (Saturday and Sunday) and public holidays. Meaning if a transaction is done on a Saturday, Sunday or the day before a public holiday, the amount will only be processed on the next working day.




Can I refund my customers?


Sometimes a sale doesn't go through or a customer returns an item and you do need to refund them back. We have created an easy and simplified way of refunding your customers. It doesnt require you to collect their credit/debit card or bank account information. Simply use our system to generate and send a sms link which your customer can use to redeem their refund (similar to an e-wallet). You are able to track when they redeemed and can keep a record of when the refund was made.




Have more questions?


We are always available to answer any of your questions. You can chat with us via WhatsApp by clicking here or if you prefer, you can also reach us via email at hello@krowdbox.com




Can I access my funds before the payment date?


For invoice payments, we tie your settlement to the payment due date selected when you create an instruction but sometimes, your customer may make full payment before the payment due date or perhaps you received part payment via another channel like cash. If this happens, you can simply request to access the funds early from your dashboard. Do note that you will not be charged any additional fees for doing this. Once you decide to access your funds early, the payment link associated with that transaction will be deactivated and your customer will be unable to make any future payments with that specific link.





QuickPay

Have more questions?


We are always available to answer any of your questions. You can chat with us via WhatsApp by clicking here or if you prefer, you can also reach us via email at hello@krowdbox.com




How do I create a QuickPay link?


To create a QuickPay link, simply follow these steps:

  1. In Menu, select QuickPay
  2. Select what the link is for
  3. Enter the QuickPay details
  4. Select the bank account where the amount received will be paid
  5. Review your QuickPay
  6. Select Activate and Share

Once activated, you can copy the payment link and share with your customers or anyone who needs to pay you.




How can I extend my QuickPay expiry date?


You can edit the expiry date by following these steps:

  1. In Dashboard, scroll down to QuickPay transaction history
  2. Select View details for the specific transaction
  3. Select Edit your QuickPay
  4. Enter in the new expiry date
  5. Confirm your new selection




Where do I see the list of payments that has been made?


If you have given your customers your QuickPay link, you can view and track all the payments that have been made and any messages to you.

  1. In Dashboard, scroll down to QuickPay transaction history
  2. Select View details for the specific transaction
  3. Scroll down to see the summary of payments




Where I do see what fees have been charged and my payout to date?


To view your QuickPay fees and payout to date, follow these steps:

  1. In Dashboard, scroll down to QuickPay transaction history
  2. Select View details for the specific transaction
  3. Select View your payout




Can I get paid from overseas?


You can get paid by someone who is overseas if they have a valid South African bank card and use same card for payment.




Can payment be made using a debit card?


Currently, our system only allows payments using a valid cheque card or credit card. Debit cards that are branded as Maestro or Visa Electron or similar are not accepted.

An acceptable / valid cheque card should have an embossed card number, the embossed name of the card holder, expiry date and it is usually branded MasterCard, Visa or similar.

In the near future, we hope to introduce other forms of payment.





Refunds

How do I create a refund?


To create a refund for a recipient, follow these steps:

  1. In Menu, select Refund
  2. Select what the refund is for
  3. Enter the recipient details
  4. Enter the amount to send
  5. Leave a message if required
  6. Review your refund
  7. Select Pay Now where you will be redirected to the secure payment portal

Please note that the recipient’s email address and message are optional.




How do I cancel a refund?


You can only cancel a refund if the recipient has not redeemed it. To cancel, follow these steps:

  1. In Dashboard, scroll down to Refund transaction history
  2. Select View details for the specific transaction
  3. Select Cancel your refund
  4. Read the cancellation message and proceed to cancel

Do note that you will be charged a cancellation fee.




What if the recipient doesn't get the SMS?


There could be times when networks fail and the recipient doesn’t get the SMS containing the redeem link. You can copy the redeem link and send to them by following these steps:

  1. In Dashboard, scroll down to Refund transaction history
  2. Select View details for the specific transaction
  3. Select View refund link
  4. Highlight the full link, copy and send via your preferred method




How does the recipient redeem their refund?


When you send a refund, the recipient will get a SMS containing the redeem link. They should simply click on the link and follow the easy steps.

Do note that for security reasons and to ensure we are dealing with the correct recipient, we will first verify the recipient before we obtain their SA bank details where the money will be paid.




How long does the refund link remain valid?


The refund link remains valid for 6 months, unless cancelled by the sender or redeemed by the recipient. If the refund isn’t redeemed after 6 months, we will contact the sender to cancel it.




Have more questions?


We are always available to answer any of your questions. You can chat with us via WhatsApp by clicking here or if you prefer, you can also reach us via email at hello@krowdbox.com




Can I refund someone overseas?


You can refund anyone in South Africa who has a valid South African bank account. However, you can also refund someone who is overseas if they have a valid South African bank account, as this is where payment will be made.




When will the recipient receive their refund?


Once they redeem, the recipient will receive payment between 24-48 hours depending on their bank.

Do note that the time stated excludes non-working days such as weekends (Saturday and Sunday) and public holidays. Meaning if a transaction is done on a Saturday, Sunday or the day before a public holiday, the amount will only be processed on the next working day.





Invoice Payment

How do I create an invoice payment instruction?


To receive payments for your invoice, you need to start by creating a payment instruction. To do this, follow these steps:

  1. In Menu, select Invoice Payment
  2. Select what the payment is for
  3. Enter the payment details
  4. Enter the customer details
  5. Select the bank account where the amount received will be paid
  6. Review your payment
  7. Select Activate

Once activated, your customer will receive an invoice email and SMS, both with a payment link with which they can make payments.




What if my customer doesn't get the email or SMS?


There could be times when networks fail and the recipient doesn’t get the invoice email or SMS containing the payment link. You can copy the payment link and send to them by following these steps:

  1. In Dashboard, scroll down to Invoice Payment transaction history
  2. Select View details for the specific transaction
  3. Select Share your payment link
  4. Select Copy URL link
  5. Send via your preferred method




How can I edit my payment instruction?


You can edit the invoice payment amount or extend the payment date by following these steps:

  1. In Dashboard, scroll down to Invoice Payment transaction history
  2. Select View details for the specific transaction
  3. Select Edit your payment
  4. Enter in the new details
  5. Confirm your new selection




How do I access my funds before the payment date?


We tie your settlement to the payment due date selected when you create an instruction but sometimes, your customer may make full payment before the payment due date or perhaps you received part payment via another channel like cash.

To access your funds, follow these steps:

  1. In Dashboard, scroll down to Invoice Payment transaction history
  2. Select View details for the specific transaction
  3. Select Access your funds early
  4. Read the cancellation message and proceed to cancel




Where do I see the list of payments that has been made?


If you have given your customer a period to pay (e.g. instalments or layby), you can view and track all the payments that have been made and any messages to you.

  1. In Dashboard, scroll down to Invoice Payment transaction history
  2. Select View details for the specific transaction
  3. Scroll down to see the summary of payments




Where I do see what fees have been charged and what my payout is?


To view the fees for each transaction and your payout, follow these steps:

  1. In Dashboard, scroll down to Invoice Payment transaction history
  2. Select View details for the specific transaction
  3. Select View your payout




Can I get paid from overseas?


You can get paid by someone who is overseas if they have a valid South African bank card and use same card for payment.




Can payment be made using a debit card?


Currently, our system only allows payments using a valid cheque card or credit card. Debit cards that are branded as Maestro or Visa Electron or similar are not accepted.

An acceptable / valid cheque card should have an embossed card number, the embossed name of the card holder, expiry date and it is usually branded MasterCard, Visa or similar.

In the near future, we hope to introduce other forms of payment.




Have more questions?


We are always available to answer any of your questions. You can chat with us via WhatsApp by clicking here or if you prefer, you can also reach us via email at hello@krowdbox.com





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