Merchant & Partner FAQ
This FAQ covers common operational questions for merchants and platform partners using Two.
Merchant Portal and Access
Which users can view multiple merchants under a partner setup?
Organization-wide visibility is typically limited to partner-level Merchant Portal admin users. Non-admin roles usually have narrower access scopes.
Should merchants have direct Merchant Portal access?
Yes. Merchant Portal access is recommended so merchants can manage operational tasks such as order checks, credits, and settlement review.
Can merchants create invoices or orders for offline sales?
Yes. Merchants can create orders directly in Merchant Portal for approved buyers, including phone and email sales workflows.
Credit and Risk
How are credit limits determined?
Credit limits are dynamically assessed using business profile, repayment behavior, and transaction data.
How are higher-limit requests handled?
Higher limits are handled through review workflows and may require additional data or manual assessment.
How long does a credit reservation typically remain valid?
Credit reservation is valid for 21 days. After that period, a new credit assessment is required.
Invoicing and Collections
Does Two support e-invoicing?
Yes. Electronic invoicing support is available, with behavior depending on merchant and integration configuration.
Who runs dunning and collections?
Two runs dunning and collection workflows, with licensed partners used in some markets where needed.
Can invoice recipient email be changed?
Pre-fulfilment updates are generally possible. Post-fulfilment changes are typically handled through support workflows.
Refunds and Settlements
Can refunds be automated from partner systems?
Yes, if the integration implements refund propagation. If not, refunds can be processed in Merchant Portal.
How do refunds affect payouts?
Refunds before payout reduce upcoming settlement amounts before disbursement. Refunds after payout are netted from future payouts.
Support
Where should support questions go?
Use the conversational AI assistant in these docs as the first line of support for quick answers.
For general support queries (credit, invoices, payments, and account issues), contact [email protected].
For integration-related queries (API behavior, onboarding, technical setup, and troubleshooting), contact [email protected].
If your partnership includes a dedicated Slack channel, use that channel for ongoing technical coordination.
Are support SLAs fixed?
SLAs depend on contract and channel. Confirm the agreed SLA package for each merchant or partner program.