Merchant FAQ

1. Is Kordiva the seller of my products or services?

No. The registered merchant operating the store remains the seller of record for its goods and services. Kordiva does not acquire ownership of the catalogue and does not become the supplier, reseller or licensor of those goods or services merely because a card payment is processed through Kordiva.

2. How does Business Commerce payment infrastructure work?

For Business Commerce, Kordiva operates the Stripe-connected card-payment infrastructure. The payment is created through Kordiva's Stripe-connected platform flow and the merchant's eligible proceeds are paid out through its connected recipient account.

Payment infrastructure and the registered merchant's seller-of-record responsibility are separate roles in Business Commerce.

3. What will the customer see on the card statement?

Kordiva sends the store name as the transaction statement-descriptor suffix where supported. The final text shown by a bank also depends on Kordiva's configured Stripe base descriptor and on the customer's issuing bank, so the exact display can vary. Kordiva does not guarantee a fixed KORDIVA*STORE NAME rendering on every statement.

4. Who is responsible for invoices, tax and customer obligations?

The merchant remains responsible for product or service legality, fulfilment, delivery, customer rights, returns, warranties, tax treatment and legally required fiscal or sales documentation. Kordiva can generate a commercial PDF invoice using the merchant's configured legal identity, but that PDF is not by itself a UJP fiscal e-invoice.

5. How do Stripe verification and payouts work for Macedonian merchants?

Eligible merchants complete the required Stripe-connected verification flow and add their business bank account. For locally onboarded Macedonian merchants, Kordiva currently uses a recipient-account payout model. This is not the same as the merchant opening a standalone Stripe merchant account in North Macedonia.

6. When are funds paid out?

For ordinary foreign or unknown-card orders, the base hold is 14 days from first shipment for physical goods, or 7 days from payment for digital-only and deposit orders. Eligible established merchants can have shorter 7-day and 3-day base windows. Confirmed MK-card payments have no ordinary time hold, but still require the shipment or payment milestone, settlement and release checks. Longer existing holds, manual reviews, reserves and risk controls can still apply. These are eligibility windows, not guaranteed bank-arrival dates.

7. Who handles refunds and disputes?

The merchant decides whether a customer claim qualifies for a commercial refund under its policies and applicable law. Kordiva provides the payment-side refund and dispute tooling and can reverse, offset or hold merchant proceeds when necessary to settle refunds, disputes, chargebacks or negative balances.

9. What is required to start?

• For Business Commerce: a registered legal entity or registered sole trader. Eligible natural persons can apply separately for the digital Individual Merchant of Record model. Individual access is TEST-first; LIVE requires separate approval.
• Accurate legal, tax and business information.
• Successful Stripe-connected and banking verification before payouts are enabled.
• Acceptance of the current merchant payment, payout, refund and dispute terms.