Frequently asked questions
Short answers to the questions we hear most about the Merchant Hub. Each answer links to the page with the full story.
What is the Merchant Hub?
The Merchant Hub is where you see and manage every order your customers place with Walley. You can activate, edit, return, extend, and cancel orders, handle the notifications sent to your customers, download settlements, and generate reports. The order and settlement operations are also available through the Management API, so you can automate those workflows.
How do I get access?
Walley Merchant Services invites the first administrator in your organization. That administrator can then invite and manage users without contacting Walley. Contact help@walley.se if you are the administrator and have not received an invitation. See Logging in.
How do I change the language?
Not yet. Menus and buttons are in English. Your own data, such as article descriptions, is shown in the language it was entered in.
How do I control who sees what?
Access is controlled by groups. A user belongs to one or more groups and gets the combined permissions of all of them. Each group has permissions for specific areas, such as read or write access to orders, and access to specific stores. A contact centre group might see only your B2C stores, for example, while another group handles B2B. See Managing users and groups.
How can I see what happened to an order?
Open the order from the order search. The timeline at the bottom of the order details lists every event, newest first, with a timestamp, who initiated it, and through which system.
The most common events are:
| Event | Description |
|---|---|
| Order created | The order was created |
| Rows activated | Rows were activated, and by whom |
| Return made | A full or partial return was made |
| Rows changed | Rows on the order were changed |
| Notification created | A notification was created for the order |
| Notification sent | A notification was sent to the customer |
What are the different order statuses?
| Status | Shown as | Description |
|---|---|---|
NotActivated | Not activated | The order is not yet activated and is not ready to be shipped |
PartActivated | Partly activated | Some rows of the order are activated and ready to be shipped, while others are not |
Activated | Activated | Every row is activated and ready to be shipped. Activated orders are included in payouts |
Returned | Returned | Every row of the order has been returned by the customer |
Expired | Expired | The time to activate the order ran out. You can still extend it |
OnHold | On hold | The order needs signing under a credit agreement, or is under a short fraud investigation |
VerificationNeeded | Verification needed | The order needs a signed credit agreement before it can be activated |
Closed | Closed | The order is settled and no longer open for changes |
The first column is the name the search uses, the second is what the order list shows. See Searching for orders for how to filter on status.
What is a notification?
A notification is the invoice or payment notice that Walley sends to your customer. You can extend, resend, or credit fees on a notification from the Merchant Hub.
What can I search for?
Almost anything stored on an order: order number, email address, national registration number, name, or address. You can also filter on specific fields, such as storeId:1158 AND status:Activated. See Searching for orders for the full syntax and the list of searchable fields.
Who do I contact for help?
- Questions about the Merchant Hub and your orders: Walley Merchant Services at help@walley.se.
- Questions about getting Pay Link or new stores set up: delivery@walley.se.